1. Company and Acceptance
LucidChat is operated by Digital Alchemy Group, LLC, 1704 Llano St. Ste B 1114, Santa Fe, NM 87505, United States.
By accessing or using our websites, applications, AI-powered chat or voice services, previews, demos, integrations, or related services (collectively, the “Service”), you agree to these Terms. If you use the Service for an organization, you represent that you can bind that organization.
Contact us through https://lucidchat.ai/contact.
2. The Service
The Service may include, depending on plan and configuration:
- AI-powered website chat and supported messaging
- AI-powered inbound or approved outbound phone calls
- Lead capture, qualification, objection handling, appointment booking, and escalation
- Website-trained and customer-approved business knowledge
- Conversation, call, transcript, summary, and analytics features
- Dashboard, integration, onboarding, setup, and support tools
3. Accounts and Eligibility
You must be at least 18 and legally able to enter a contract. Account information must be accurate and current.
You are responsible for your credentials, authorized users, account activity, and prompt notice of suspected unauthorized access.
4. Subscriptions and Commercial Terms
Paid subscriptions, setup, Voice Minutes, trials, promotions, upgrades, downgrades, cancellation, and refund eligibility are governed by the checkout terms and Customer Subscription Agreement available at https://lucidchat.ai/customer-agreement.
Payments are processed through Stripe or another authorized processor. We do not intentionally store full payment card numbers on our systems.
5. Customer Data and Instructions
You retain ownership of business information, instructions, content, conversation data, call data, lead details, recordings, transcripts, and other data you provide or collect through the Service (“Customer Data”).
You grant LucidChat a limited license to access, process, transmit, store, and use Customer Data as necessary to provide, secure, improve, and support the Service.
You are responsible for the accuracy and legality of Customer Data and for every notice, permission, lawful basis, and third-party right needed to use it.
6. AI Outputs and Human Oversight
AI-generated responses, voice, classifications, summaries, recommendations, and other outputs may be inaccurate, incomplete, outdated, or inappropriate. You must test, review, monitor, and approve your configuration and use appropriate human oversight.
The Service is not a substitute for legal, medical, financial, emergency, or other regulated professional judgment. We do not guarantee error-free output, a specific business result, or uninterrupted third-party availability.
7. Voice AI and Calling Compliance
You are the caller or business responsible for your use of Voice AI. You must comply with all applicable calling, telemarketing, consumer protection, artificial or prerecorded voice, caller identification, calling-time, do-not-call, privacy, and industry rules.
Before any outbound, telemarketing, prerecorded, or AI-generated call, you must obtain the recipient’s legally sufficient consent when required and keep appropriate proof. Consent requirements may differ by call purpose, technology, recipient, and jurisdiction.
You must provide truthful identification and disclose the automated or AI nature of the interaction when required. You may not use misleading caller ID, impersonate a person, evade opt-outs, or initiate unlawful or unwanted calls.
8. Recordings, Transcripts, and Notices
Voice AI may create recordings, transcripts, summaries, metadata, or derived lead and appointment information. You are responsible for determining whether recording or monitoring is enabled and for providing every required notice and obtaining every required consent in each applicable jurisdiction.
You must configure retention and access appropriately and must not record, transcribe, or monitor a call when doing so would be unlawful.
9. No Emergency or High-Risk Use
The Service is not an emergency communications system and must not be used for 911, emergency dispatch, crisis response, medical triage, life-safety monitoring, or decisions that could cause death, serious injury, or substantial legal or financial harm without appropriate qualified human review.
Voice AI may be affected by internet, carrier, provider, power, integration, or configuration failures. Maintain independent emergency and business-continuity procedures.
10. Prohibited Uses
You may not use the Service to:
- Violate law, regulation, contract, or third-party rights
- Send spam, deceptive messages, unlawful marketing, or unauthorized calls
- Call people without legally required consent or ignore opt-outs and do-not-call requests
- Impersonate a person or business or conceal required AI disclosure
- Collect personal information without required notice, consent, or authority
- Use the Service for emergencies, unlawful surveillance, harassment, fraud, abuse, or discrimination
- Process protected health information under HIPAA without LucidChat’s written authorization and any required agreement
- Upload malware, disrupt the Service, reverse engineer it, or use it to build a competing product
- Abuse trials, promotions, billing, Voice Minutes, or platform resources
11. Healthcare and Sensitive Data
LucidChat is not currently offered as a HIPAA-compliant service. Do not submit protected health information, medical records, diagnosis or treatment information, insurance information, or similarly regulated data unless LucidChat has expressly agreed in writing and completed all required agreements.
Do not collect payment card numbers, government identifiers, biometric data, children’s data, or other highly sensitive information through ordinary chat or voice flows unless expressly supported, lawful, and appropriately secured.
12. Integrations and Third Parties
The Service may depend on hosting, telecommunications, AI, payment, scheduling, analytics, messaging, and other third-party services. Their terms, privacy practices, availability, and changes may affect the Service.
We may add, change, suspend, or discontinue integrations. We are not responsible for a third party’s acts, omissions, outages, or data practices.
13. Intellectual Property and Feedback
LucidChat and its licensors own the Service, software, workflows, interfaces, brands, documentation, and related intellectual property. We grant you a limited, revocable, non-transferable right to use the Service during an active authorized subscription.
If you provide feedback, you grant us a worldwide, perpetual, royalty-free right to use it without obligation, provided we do not identify you publicly without permission.
14. Suspension and Termination
We may suspend or terminate access for nonpayment, legal or security risk, abuse, prohibited use, material breach, or conduct that threatens LucidChat, providers, customers, or third parties. You remain responsible for charges incurred before termination.
15. Disclaimers
TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE.” LUCIDCHAT DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, ACCURACY, AND UNINTERRUPTED AVAILABILITY.
16. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, LUCIDCHAT WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, LOST PROFITS, LOST REVENUE, LOST DATA, LOST OPPORTUNITIES, CALLING CLAIMS, OR BUSINESS INTERRUPTION.
LUCIDCHAT’S TOTAL LIABILITY ARISING FROM THE SERVICE WILL NOT EXCEED THE AMOUNT YOU PAID LUCIDCHAT FOR THE SERVICE DURING THE THREE MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. Some jurisdictions do not allow certain limitations, so they may not apply to you.
17. Indemnification
You will defend, indemnify, and hold harmless Digital Alchemy Group, LLC and its personnel from claims, losses, liabilities, and reasonable expenses arising from your Customer Data, calling practices, recordings, consents, configuration, violation of law, violation of these Terms, or infringement of third-party rights.
18. Governing Law, Changes, and Contact
These Terms are governed by the laws of New Mexico, without regard to conflict-of-law principles. Exclusive venue will lie in state or federal courts serving Santa Fe County, New Mexico, unless applicable law requires otherwise.
We may update these Terms by posting a revised version and effective date and providing additional notice when required. Continued use after the effective date constitutes acceptance.
Questions may be submitted at https://lucidchat.ai/contact.