Terms of Service

LuxonLink is a document intelligence and RAG (Retrieval-Augmented Generation) chatbot service provided by xillix. The service allows you to upload, index, and query your business documents using natural language.

LuxonLeadAssist is a customer-facing website AI assistant provided by xillix. It answers visitor questions from approved customer-facing content, provides reporting on what visitors ask, can send notifications, and can guide visitors toward contact, booking, demos, or other next steps.

LuxonFlow is a customer-facing AI chat and human handoff product provided by xillix. It can support website visitor chat messages, visitor-provided contact details, handoff requests, agent replies, conversation transcripts, an agent inbox, and source or citation metadata for customer-facing answers.

Service Availability: xillix is a fully managed SaaS (Software as a Service) hosted and maintained by xillix. The service is designed for reliable hosted operation, but uninterrupted access is not guaranteed.

Account Registration

You must provide accurate account information, including a valid email address and company name. You are responsible for maintaining the security of your account credentials.

Subscription Plans

LuxonLink and LuxonLeadAssist offer monthly and annual subscription plans. LuxonFlow is available by demo and custom quote unless a written agreement says otherwise. See Pricing for current plan details.

• Monthly Plans: Billed monthly and renew automatically. You can cancel any time before the next billing cycle.
• Annual Plans: Billed annually upfront and renew automatically. You must cancel at least 30 days before renewal. Non-refundable except in cases of service failure or as required by law.

Payment

Payment is due at the start of each billing period. Failure to pay may result in suspension or termination of service. We accept credit cards, ACH, and wire transfers.

Storage & Overages

Each product includes 5 GB of storage. Additional storage is available in 5 GB increments for $50/month per block and is stackable with no limit. If storage limits are exceeded, additional storage blocks may be applied automatically to prevent service interruption.

You agree to use xillix products only for lawful purposes and in accordance with these terms.

Prohibited Activities

You may not:

• Use xillix products to store, process, or transmit illegal content
• Upload malware, viruses, or malicious code
• Attempt to gain unauthorized access to xillix systems or other customers' data
• Reverse engineer, decompile, or attempt to extract source code from xillix products
• Use xillix products to generate spam, phishing, or fraudulent content
• Use customer-facing widgets to collect sensitive personal data unless your agreement and configuration support that use
• Use xillix products for emergency response, life-safety, medical triage, or other high-risk decisions where a delayed, incorrect, or unavailable answer could cause harm
• Violate any applicable laws or regulations
• Share your account credentials with unauthorized users

Suspension

xillix reserves the right to suspend or terminate accounts that violate these terms. We will provide notice when possible, except in cases of illegal activity or imminent security threats.

Your Content

You own your data. You retain all rights to the documents and content you provide to xillix products. By using the service, you grant xillix a limited license to host, process, and analyze your content solely for the purpose of providing the service.

Data Processing Agreement (DPA)

For customers subject to GDPR, CCPA, or other data protection regulations, xillix acts as a data processor. A Data Processing Agreement (DPA) is available upon request. Enterprise customers receive a DPA as part of their contract.

No Training on Your Data

xillix does not use customer documents, queries, or answers to train AI models. Customer content is processed for the purpose of providing the applicable xillix product.

Responsibility for Content

You are responsible for ensuring you have the right to upload and process all content you provide to xillix products. xillix is not liable for any copyright, trademark, or intellectual property violations in your uploaded content.

For customer-facing widgets, you are responsible for the approved content, instructions, visitor-facing disclosures, and human responses your team provides. Visitor submissions, handoff requests, and agent replies may be processed and stored to operate the widget, maintain transcripts, support follow-up, and provide reporting.

Uptime Target

xillix designs its hosted products for reliable operation. Scheduled maintenance may be announced in advance when practical.

Support

• Standard plans: Email support with 48-hour response time during business hours (M-F, 9am-6pm EST).
• Enterprise Plan: Priority email and phone support with dedicated account manager. 24/7 support for critical issues.

Service Changes

xillix may update, modify, or discontinue features with reasonable notice. Material changes that negatively impact functionality will be communicated at least 90 days in advance.

xillix implements industry-standard security measures to protect your data. For details, see our Security and Privacy Policy pages.

Data Breaches

In the event of a data breach affecting your account, xillix will notify you within 72 hours of discovery and provide details of the breach, affected data, and remediation steps.

Backups

xillix performs daily automated backups. However, you are responsible for maintaining your own backup copies of critical documents.

OpenAI API

xillix uses OpenAI's API for natural language processing. You may choose to:

• BYOK (Bring Your Own Key): Provide your own OpenAI API key. You are responsible for compliance with OpenAI's terms and usage costs.
• xillix-Managed Keys: Use xillix-managed OpenAI keys (Enterprise only). xillix enforces zero data retention (ZDR) policies with OpenAI.

Subprocessors

xillix uses third-party subprocessors (cloud hosting, payment processing, etc.) to deliver xillix products. See our Privacy Policy for a full list.

Cancellation by You

• Monthly Plans: Renew automatically. You can cancel any time before the next billing cycle.
• Annual Plans: Renew automatically. You must cancel at least 30 days before renewal.

Termination by xillix

xillix may terminate your account for:

• Non-payment after 30 days past due
• Violation of these Terms of Service
• Illegal activity or abuse of the service

xillix will provide at least 30 days' notice except in cases of illegal activity, security threats, or non-payment.

Data Deletion After Cancellation

Upon cancellation or termination, your data will be deleted within 30 days. Enterprise customers can request immediate deletion. You are responsible for exporting your data before cancellation.

Service Provided "As Is"

xillix is provided "as is" and "as available." xillix makes no warranties, express or implied, regarding:

• Accuracy or completeness of answers generated by xillix products
• Fitness for a particular purpose
• Uninterrupted or error-free operation

AI-Generated and Human Handoff Content

xillix uses AI to generate answers. While we strive for accuracy, AI-generated responses may contain errors, omissions, or inaccuracies. You are responsible for verifying critical information before relying on it.

For LuxonFlow and other customer-facing workflows, human handoff and agent inbox features are intended to support follow-up conversations. They do not guarantee response times, emergency coverage, or resolution of every visitor request unless a separate written agreement says so.

No Legal, Medical, or Financial Advice

xillix is not a substitute for professional advice. Do not rely on xillix products for legal, medical, financial, or other professional decisions without consulting a qualified professional.

To the maximum extent permitted by law:

xillix shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including lost profits, data loss, or business interruption, arising from your use of xillix products.

xillix's total liability for any claim arising from these terms or your use of xillix products shall not exceed the amount you paid to xillix in the 12 months preceding the claim.

Some jurisdictions do not allow the exclusion of certain warranties or limitations of liability. In such cases, xillix's liability will be limited to the fullest extent permitted by law.

You agree to indemnify and hold harmless xillix from any claims, damages, losses, or expenses (including legal fees) arising from:

• Your use of xillix products
• Your violation of these Terms of Service
• Your violation of any law or regulation
• Your infringement of third-party intellectual property rights

xillix may update these Terms of Service from time to time. Changes will be posted on this page with an updated "Last updated" date.

Material Changes: If we make material changes that negatively affect your rights, we will notify you by email at least 30 days before the changes take effect. Continued use of xillix products after changes take effect constitutes acceptance of the new terms.

Governing Law

These Terms of Service are governed by the laws of the State of Delaware, United States, without regard to conflict of law principles.

Dispute Resolution

Any disputes arising from these terms or your use of xillix products shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association, except that either party may seek injunctive relief in court for intellectual property violations or breaches of confidentiality.

Class Action Waiver

You agree to resolve disputes on an individual basis. You waive any right to participate in a class action lawsuit or class-wide arbitration.

Entire Agreement

These Terms of Service, along with our Privacy Policy and any applicable Enterprise Agreement, constitute the entire agreement between you and xillix regarding xillix products.

Severability

If any provision of these terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.

Assignment

You may not assign or transfer your rights under these terms without xillix's written consent. xillix may assign these terms in connection with a merger, acquisition, or sale of assets.

Force Majeure

xillix is not liable for failure to perform due to circumstances beyond our reasonable control (natural disasters, acts of terrorism, government actions, etc.).