1. Company Information
LucidChat is operated by:
Digital Alchemy Group, LLC — 1704 Llano St. Ste B 1114, Santa Fe, NM 87505, United States
For support, legal, privacy, or general inquiries, please contact us through our contact form at https://lucidchat.ai/contact.
2. The Service
LucidChat provides AI-powered tools that help businesses answer customer questions, capture leads, qualify prospects, automate conversations, and support appointment booking.
The Service may include, depending on your plan and configuration:
- AI-powered website chat and customer engagement tools
- Lead capture and prospect qualification features
- Appointment booking support
- Website-based AI training and configuration
- Messaging channel integrations
- Dashboard and account management tools
- Analytics, conversation reporting, and related insights
- Onboarding, support, and optional setup services
Business use
LucidChat is intended for business use. You are responsible for determining whether the Service is appropriate for your business, industry, customers, and compliance obligations.
3. Eligibility
You must be at least 18 years old and legally able to enter into binding contracts to use the Service.
If you use the Service on behalf of a company, organization, or other legal entity, you represent and warrant that you have authority to bind that entity to these Terms. In that case, “you” and “your” refer to that entity.
4. Accounts and Registration
To use certain features, you may need to create an account and provide accurate, complete, and current information.
You are responsible for maintaining the confidentiality of your login credentials, all activity under your account, keeping your information current, and promptly notifying us of unauthorized access or security concerns.
We are not responsible for losses caused by your failure to protect your account credentials.
5. Subscriptions, Billing, and Payment
LucidChat may offer paid subscriptions, free trials, promotional offers, add-ons, setup services, or other paid features.
Payments are processed through Stripe or another authorized third-party payment processor. By purchasing a paid plan or entering payment information, you authorize LucidChat and its payment processor to charge your selected payment method for applicable fees, taxes, subscription charges, add-ons, setup fees, and renewal charges.
Unless otherwise stated at checkout:
- Subscription fees are billed in advance.
- Subscriptions automatically renew until canceled.
- You are responsible for canceling before your next billing date if you do not want to renew.
- Failure to pay may result in suspension or termination of your account.
- Prices, plan features, and billing terms may change from time to time.
Payment processing
We do not store full payment card numbers on our own systems. Payment information is handled by our payment processor according to its own terms, privacy policy, and security practices.
6. Refunds and 30-Day Money-Back Guarantee
LucidChat offers a 30-day money-back guarantee for eligible first-time subscription purchases.
If you are not satisfied with the Service, you may request a refund within 30 days of your initial paid subscription purchase by contacting us through our contact form at https://lucidchat.ai/contact.
Refund requests submitted after 30 days may not be eligible for a refund.
Unless otherwise stated in writing, the 30-day money-back guarantee applies only to the first paid subscription purchase and does not apply to:
- Renewal charges
- Previously refunded accounts
- Setup fees
- Done-for-you services
- Custom implementation work
- Add-ons
- Agency, reseller, or enterprise arrangements
- Accounts terminated for violation of these Terms
- Abuse of promotions, trials, or refund policies
Refund review
We reserve the right to deny refunds in cases of fraud, abuse, excessive usage, policy violations, or misuse of the Service. Nothing in this section limits any refund rights you may have under applicable law.
7. Free Trials and Promotional Offers
LucidChat may offer free trials, discounted plans, beta access, launch promotions, or other promotional offers from time to time.
The length, features, limits, and terms of any trial or promotional offer may vary and will be described at the time of signup or checkout.
Unless stated otherwise, at the end of a free trial or promotional period, your account may convert to a paid subscription and your payment method may be charged.
You are responsible for canceling before the end of your trial or promotional period if you do not wish to continue with a paid subscription.
We reserve the right to modify, revoke, limit, or discontinue trials and promotional offers at any time.
8. Optional Setup and Done-For-You Services
LucidChat may offer optional setup, onboarding, customization, or integration assistance for an additional fee. Unless otherwise agreed in writing, any setup or customization services are limited to the scope described at checkout, in an invoice, proposal, or written agreement.
You are responsible for providing timely access, content, credentials, approvals, and other materials needed to complete setup or integration work.
9. Customer Data and End-User Data
You may submit, upload, connect, transmit, or make available information through the Service, including website content, business information, AI instructions, customer inquiries, lead details, conversation transcripts, contact information, and appointment-related information (“Customer Data”).
As between you and LucidChat, you retain ownership of your Customer Data.
You grant LucidChat a limited license to access, process, transmit, store, display, and use Customer Data as necessary to provide, maintain, secure, improve, and support the Service.
You are responsible for ensuring you have the right to collect and process Customer Data, providing required notices, obtaining required consents, complying with applicable privacy and communications laws, and reviewing AI-generated responses and configurations for accuracy and appropriateness.
10. AI Outputs and Limitations
The Service uses artificial intelligence and automation to generate responses, recommendations, summaries, messages, classifications, lead qualification outputs, and other content (“AI Outputs”).
AI Outputs may be inaccurate, incomplete, outdated, or inappropriate in some circumstances. You are responsible for reviewing, testing, monitoring, and approving how the Service interacts with your customers and prospects.
LucidChat does not guarantee that AI Outputs will be error-free, compliant with every law, suitable for every industry, or appropriate for every customer interaction.
You agree not to rely on the Service as a substitute for professional judgment, human oversight, legal advice, medical advice, financial advice, emergency services, or other regulated professional services.
11. Your Responsibilities
You agree to use the Service only for lawful business purposes.
You are responsible for your account activity, Customer Data, website, messaging channels, integrations, Service configuration, customer communications, accuracy of business information provided to LucidChat, monitoring conversations and AI behavior, and complying with all applicable laws and regulations.
You must not use the Service in a way that violates the rights of others or exposes LucidChat, your customers, or third parties to legal, security, reputational, or operational risk.
12. Prohibited Uses
You may not use the Service to:
- Violate any law, regulation, or third-party right
- Send spam, deceptive messages, unlawful marketing, or unauthorized communications
- Collect personal information without proper notice or consent
- Impersonate another person or business
- Mislead users into believing they are communicating with a human when disclosure is legally required
- Provide emergency, medical, legal, financial, or professional advice without appropriate human oversight and compliance
- Collect, process, transmit, or store protected health information under HIPAA unless LucidChat has expressly agreed in writing to support such use and entered into legally required agreements
- Use LucidChat as a HIPAA-compliant system, medical records system, emergency response system, or regulated healthcare communication platform
- Submit highly sensitive personal information unless you have appropriate legal authority, notices, consents, safeguards, and written authorization from LucidChat where required
- Upload malware, malicious code, or harmful content
- Attempt to reverse engineer, copy, scrape, disrupt, or interfere with the Service
- Abuse trials, promotions, billing systems, or platform resources
- Use the Service to develop or train a competing product
- Engage in fraudulent, abusive, harmful, or deceptive conduct
Enforcement
We may suspend or terminate accounts that violate these Terms or create risk for LucidChat, other users, end users, or third parties.
13. No HIPAA Compliance
LucidChat is not currently designed, offered, or intended to be used as a HIPAA-compliant service.
You may not use the Service to collect, store, transmit, or process protected health information, medical records, patient diagnosis information, treatment information, insurance information, or other information regulated by HIPAA unless LucidChat has expressly agreed in writing and entered into a Business Associate Agreement or other required agreement.
Businesses in healthcare, wellness, medical, dental, chiropractic, therapy, or related industries may use LucidChat only for general business inquiries, general appointment requests, and non-sensitive communications, unless otherwise authorized in writing.
14. Integrations and Third-Party Services
The Service may integrate with third-party platforms, websites, calendars, messaging services, social media platforms, payment processors, AI providers, analytics tools, and other third-party services.
Your use of third-party services may be subject to separate terms and privacy policies. We are not responsible for third-party services, their availability, security, data practices, or performance.
We may modify, add, suspend, or discontinue integrations at any time.
15. Privacy
Your use of the Service is also governed by our Privacy Policy. Please review it carefully to understand how we collect, use, and share information.
16. Intellectual Property
LucidChat and its licensors own all rights, title, and interest in and to the Service, including software, technology, designs, logos, trademarks, trade names, content, documentation, templates, workflows, user interfaces, and all related intellectual property.
These Terms do not grant you ownership of the Service or any LucidChat intellectual property.
You may not copy, modify, distribute, sell, lease, reverse engineer, or create derivative works based on the Service except as expressly allowed by these Terms or authorized in writing by LucidChat.
17. Feedback
If you provide feedback, ideas, suggestions, or recommendations about the Service, you grant LucidChat a worldwide, perpetual, irrevocable, royalty-free license to use, modify, commercialize, and incorporate that feedback without restriction or compensation.
18. Confidentiality
You may receive non-public information about LucidChat, including product plans, pricing, platform details, technical information, business information, or other confidential materials. You agree not to disclose or misuse LucidChat’s confidential information except as necessary to use the Service as permitted by these Terms.
19. Service Availability and Changes
We aim to provide a reliable Service, but we do not guarantee uninterrupted, error-free, or always-available access.
The Service may be unavailable due to maintenance, updates, outages, third-party failures, security incidents, internet disruptions, or other events.
We may modify, suspend, discontinue, or replace any part of the Service at any time.
20. Beta Features
We may offer beta, experimental, early access, or preview features. These features may be incomplete, unstable, or subject to change. Beta features are provided “as is” and may be modified or discontinued at any time.
21. Termination
You may stop using the Service at any time. You may cancel your subscription according to the cancellation process available in your account or through our support process.
We may suspend or terminate your access to the Service if you violate these Terms, payment is overdue, your use creates legal or security risk, we are required to do so by law, or we discontinue the Service or your plan.
Upon termination, your right to use the Service ends immediately. Certain sections of these Terms will survive termination, including payment obligations, intellectual property, disclaimers, limitation of liability, indemnification, governing law, arbitration, and dispute provisions.
22. Disclaimer of Warranties
The Service is provided on an “as is” and “as available” basis.
To the fullest extent permitted by law, LucidChat disclaims all warranties, whether express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, reliability, availability, and uninterrupted operation.
We do not warrant that the Service will meet your specific needs, be uninterrupted, secure, or error-free; that AI Outputs will always be accurate, complete, compliant, or appropriate; that leads, appointments, revenue, sales, or business outcomes are guaranteed; or that third-party integrations will remain available or function without issue.
23. No Guaranteed Results
LucidChat is designed to help businesses improve customer engagement, lead capture, qualification, and appointment booking. However, results vary.
We do not guarantee any specific number of leads, appointments, sales, customers, revenue, conversion rates, or business outcomes.
Your results depend on factors outside our control, including traffic, offer quality, pricing, market demand, website performance, customer behavior, follow-up processes, and your configuration of the Service.
24. Limitation of Liability
To the fullest extent permitted by law, LucidChat, Digital Alchemy Group, LLC, and their owners, officers, employees, contractors, agents, affiliates, licensors, and service providers will not be liable for indirect, incidental, special, consequential, exemplary, punitive, or lost-profit damages, including lost revenue, lost business, lost data, loss of goodwill, service interruption, or cost of substitute services.
To the fullest extent permitted by law, our total liability for any claim related to the Service or these Terms will not exceed the greater of the amount you paid to LucidChat for the Service in the three months before the event giving rise to the claim or $100.
Some jurisdictions do not allow certain limitations of liability, so some of these limitations may not apply to you.
25. Indemnification
You agree to defend, indemnify, and hold harmless LucidChat, Digital Alchemy Group, LLC, and their owners, officers, employees, contractors, agents, affiliates, licensors, and service providers from and against any claims, damages, liabilities, losses, costs, and expenses, including reasonable attorneys’ fees, arising from or related to your use of the Service, Customer Data, website, offers, products, services, customer communications, violation of these Terms, violation of any law or third-party right, configuration or misuse of AI Outputs, or failure to provide required notices or obtain required consents.
26. Arbitration Agreement and Class Action Waiver
Please read this section carefully. It affects your legal rights.
You and LucidChat agree that any dispute, claim, or controversy arising out of or relating to these Terms, the Service, your account, billing, subscriptions, marketing, privacy, or any relationship between you and LucidChat will be resolved by binding arbitration, rather than in court, except as described below.
This arbitration agreement applies to claims based on contract, tort, statute, fraud, misrepresentation, consumer protection laws, privacy laws, or any other legal theory.
Informal Resolution First
Before filing arbitration, the party seeking to bring a claim must first provide written notice describing the claim and requested relief. You may submit notice to LucidChat through our contact form at https://lucidchat.ai/contact.
The parties agree to attempt to resolve the dispute informally for at least 30 days before initiating arbitration.
Arbitration Rules
If the dispute cannot be resolved informally, the dispute will be resolved by binding arbitration administered by the American Arbitration Association, or AAA, under its applicable rules.
For business or commercial disputes, the AAA Commercial Arbitration Rules will apply. For consumer disputes, if applicable, the AAA Consumer Arbitration Rules will apply.
The arbitration will be conducted by a single neutral arbitrator and may be conducted by video conference, telephone, written submissions, or in person in Santa Fe County, New Mexico, unless the arbitrator determines another location or format is required by applicable law.
Exceptions
Either party may bring a claim in court for small claims court matters that qualify, intellectual property infringement or misuse, unauthorized access, abuse, security violations, or injunctive or equitable relief where necessary to prevent immediate harm.
Class Action Waiver
You and LucidChat agree that disputes will be resolved only on an individual basis. You and LucidChat waive the right to participate in a class action, collective action, consolidated action, private attorney general action, or representative proceeding.
The arbitrator may not consolidate claims from multiple users or preside over any form of class, collective, consolidated, or representative proceeding unless both you and LucidChat agree in writing.
Jury Trial Waiver
To the fullest extent permitted by law, you and LucidChat waive the right to a jury trial.
Arbitration Costs
Arbitration fees and costs will be allocated according to the applicable AAA rules, unless otherwise required by law. Each party will be responsible for its own attorneys’ fees and costs unless applicable law or the arbitrator’s award provides otherwise.
Opt-Out Right
You may opt out of this arbitration agreement within 30 days after first accepting these Terms by contacting us through our contact form at https://lucidchat.ai/contact.
Your opt-out notice must include your name, business name if applicable, account email address, and a clear statement that you wish to opt out of the arbitration agreement. Opting out of arbitration will not affect any other part of these Terms.
Survival
This arbitration agreement will survive termination of your account, cancellation of your subscription, and termination of these Terms.
27. Governing Law
These Terms are governed by the laws of the State of New Mexico, without regard to conflict of law principles.
Subject to the arbitration agreement above, any dispute arising from or relating to these Terms or the Service will be brought in the courts with jurisdiction in New Mexico, with venue in Santa Fe County where available, unless otherwise required by law.
28. Changes to These Terms
We may update these Terms from time to time. When we do, we will update the effective date above.
If changes are material, we may provide additional notice, such as through the Service, by email, or on our website.
Your continued use of the Service after changes become effective means you accept the updated Terms.
29. Contact
For questions about these Terms, please contact us through our contact form at https://lucidchat.ai/contact.