Terms of service

These terms cover your use of TalkMerlin: the app at app.talkmerlin.com, the chat window that runs on your websites, and this website. By creating an account, you agree to them.

Who we are

TalkMerlin is run by Ludovic Verbeeck ("we", "us"). You can reach us at support@talkmerlin.com.

The service

TalkMerlin is a live chat for websites. You add a short script to your site. Visitors chat with you in a small window, and you reply from the inbox or from your email.

Your account

You sign in with a link we email you, so keep your mailbox secure. The account owner can invite team members and choose which sites each of them sees. You are responsible for what happens in your account and for the people you invite.

Plans and the trial

• Free: 1 site, 1 agent and 50 conversations a month, with TalkMerlin branding in the chat window. Chats are kept for 30 days.
• Pro: EUR 19 per site per month. Unlimited conversations, up to 5 agents per site, no branding, and you choose how long chats are kept.
• Trial: a new account gets Pro free for 14 days, with no card. When the trial ends, the account moves to Free unless you subscribe.

On Free, once the month's 50 conversations are used, the chat window shows the offline form until the month ends. Messages sent through it still reach your inbox.

When an account moves from Pro to Free, chats older than 30 days are deleted at the next daily clean-up. Export what you want to keep first.

Features shown as "Coming" on this website are not part of the service yet. We show them so you know what we are working on, not as a promise of a date.

Payment

Pro is billed monthly in euros through Stripe. You pay per site: the number of sites in your account sets the amount. The price is shown before you pay.

Cancellation and refunds

You can cancel your subscription at any time from Billing, and keep access until the end of the paid period. We do not issue prorated refunds for unused time. If a billing error occurs on our side, we refund the incorrectly charged amount within 14 days of your report to support@talkmerlin.com.

Acceptable use

• Install the chat only on sites you own, or manage with the owner's permission.
• Tell your visitors about the chat in your privacy policy. The app gives you a ready-made paragraph in each site's settings.
• Do not use TalkMerlin to send spam, malware, or unlawful, deceptive or harmful content, or to harass anyone.
• Do not try to break, overload or get around the limits of the service.

We may suspend an account that breaks these rules. Where we can, we tell you first.

Your data and your visitors' data

Your chats and your visitors' data are yours. You are the controller of your visitors' personal data and we are your processor. Our data processing agreement is part of these terms. The privacy policy explains how we handle personal data.

Availability and liability

We aim for high availability, but the service is provided "as is", without a warranty of uninterrupted operation. To the extent permitted by law, our liability is limited to the fees you paid in the twelve months before the claim.

Changes

We may update these terms. We announce material changes by email or in the app. If you keep using TalkMerlin after a change, you accept the new terms.

Contact

Questions about these terms: support@talkmerlin.com.