Terms of Service

By creating an account or using the Keme SupportOps platform, you agree to be bound by these Terms on behalf of yourself and the organisation you represent. If you do not agree to these Terms, do not use the Services. You represent that you have the legal authority to bind your organisation to these Terms.

These Terms constitute a binding agreement between you (“Operator” or “you”) and Keme SupportOps Limited (“Keme”, “we”, or “us”), a company registered in the United Kingdom.

Keme SupportOps provides a cloud-based customer support platform that includes:

• Ticket management, routing, and SLA enforcement tools
• AI-assisted response suggestions and pattern detection (AI Copilot)
• Analytics, reporting, and data export capabilities
• Knowledge base authoring and player-facing portal
• Multi-workspace management for organisations with multiple products
• API access, webhooks, and third-party channel integrations

The specific features available to you depend on your subscription plan. We reserve the right to modify, add, or remove features at any time with reasonable notice.

Registration

You must provide accurate, current, and complete information when creating an account. You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account.

Authorised Users

You may invite agents and team members to your workspace. You are responsible for ensuring all authorised users comply with these Terms. Any breach by an authorised user is treated as your breach.

Account Security

You must notify us immediately at security@kemegames.com if you become aware of any unauthorised access to your account. We are not liable for any loss resulting from unauthorised access that occurs before notification.

You agree not to use the Services to:

• Violate any applicable law, regulation, or third-party rights
• Process data for which you do not have the legal right or authorisation
• Transmit malware, spam, or other harmful code
• Attempt to gain unauthorised access to any part of the platform or its infrastructure
• Reverse engineer, decompile, or attempt to extract the source code of the Services
• Use the Services in a way that interferes with other customers’ use of the platform
• Resell or sublicense access to the Services without our express written consent
• Use AI Copilot outputs in a way that bypasses human review where required by law

See our full Acceptable Use Policy for detailed rules.

Subscription Plans

The Services are provided on a subscription basis. Your chosen plan determines the features, workspace limits, and agent seats available to you. Plan details are set out on our Pricing page.

Payment

Fees are billed in advance on a monthly or annual basis. All fees are exclusive of taxes. Payment is due on the billing date. We use a PCI-DSS compliant payment processor. By providing payment details, you authorise us to charge fees when due.

Free Trial

We offer a 14-day free trial on all plans. No credit card is required to start a trial. At the end of the trial, you must provide payment details to continue using the Services or your workspace will be suspended.

Refund Policy

Annual subscriptions cancelled within 14 days of purchase are eligible for a pro-rata refund. After 14 days, annual subscriptions are non-refundable. Monthly subscriptions cancelled before the next billing date will not be charged for the following month but no partial refunds are issued.

Price Changes

We will provide at least 30 days' notice of any price changes. Price changes take effect on your next renewal date.

Our collection and use of personal data is governed by our Privacy Policy. For the purposes of data protection law, you are the data controller of end-user support data, and Keme is the data processor. We process such data only on your instructions and in accordance with the Data Processing Addendum available on request.

You represent and warrant that you have the lawful basis to process any end-user data you submit to the platform and that such processing does not violate any applicable data protection law.

Keme IP

The platform, software, AI models, design systems, and all associated intellectual property are owned by Keme SupportOps Limited. These Terms do not grant you any ownership rights. Your subscription grants you a limited, non-exclusive, non-transferable licence to access and use the Services.

Your Data

You retain all rights to the data you submit to the platform, including ticket content, configurations, and knowledge base articles. You grant us a limited licence to process that data solely to provide the Services.

Feedback

If you provide us with feedback or suggestions about the Services, we may use them without restriction or compensation to you.

Each party agrees to keep the other party's confidential information (including pricing, technical architecture, and business processes) in strict confidence and not to disclose it to third parties without prior written consent. This obligation survives termination of these Terms for a period of three years.

Keme warrants that: (a) it has the right to provide the Services; (b) the Services will perform materially in accordance with the documentation; (c) we will implement reasonable security measures to protect your data.

EXCEPT AS EXPRESSLY SET OUT ABOVE, THE SERVICES ARE PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND. WE DISCLAIM ALL IMPLIED WARRANTIES INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED OR ERROR-FREE.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, KEME'S TOTAL LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS WILL NOT EXCEED THE FEES YOU PAID IN THE 12 MONTHS PRECEDING THE CLAIM.

IN NO EVENT WILL KEME BE LIABLE FOR INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, OR GOODWILL, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited by law.

Either party may terminate these Terms at any time on written notice. We may also terminate or suspend your access immediately if: you materially breach these Terms; you fail to pay fees when due; or we reasonably believe that continuing the service creates legal or security risk.

On termination, your access to the Services will cease. We will make your data available for export for 30 days following termination, after which it will be securely deleted.

Governing Law

These Terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

Entire Agreement

These Terms, together with the Privacy Policy, Cookie Policy, and any applicable Order Form, constitute the entire agreement between the parties and supersede all prior agreements relating to the Services.

Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will remain in full force.

Contact

Legal notices should be sent to legal@kemegames.com.