Terms and Conditions for Pengo

Last Updated: 2026-08-21

Welcome to Pengo!

These Terms of Service ("Terms") govern your use of pengo.chat and the Pengo live chat and AI customer support platform (the "Service"), operated by us ("Pengo", "we," "us," or "our"). By creating an account or using the Service, you agree to these Terms.

1. Description of the Service

Pengo provides a website chat widget, shared inbox, and AI-assisted resolution tools that let businesses ("Customers") communicate with their own website visitors and customers. Customers are responsible for the content of their own website and for how they use the Service to interact with their visitors.

2. Accounts & Plans

You may use the Service under our Free plan or a paid plan as described on our pricing page. Paid plans never charge per seat — you may add unlimited team members on every plan. Paid plans may include usage-based charges (e.g. for AI resolutions beyond your plan's included allowance) as described in your plan details at the time of subscribing.

3. Billing

Paid subscriptions are billed in advance on a monthly or annual basis via Stripe, plus any metered usage charges incurred during the billing period. You can cancel at any time from Settings → Billing; cancellation takes effect at the end of your current billing period unless stated otherwise.

4. Acceptable Use

You agree not to use the Service to send spam, harass visitors, violate applicable law, or attempt to circumvent rate limits, security controls, or plan limits. We may suspend accounts that violate this section.

5. Your Data & Your Visitors' Data

You retain ownership of your account data and the conversation data generated through your use of the Service. You are responsible for having a lawful basis to collect and process your own visitors' data through the widget, and for your own privacy policy toward your visitors. See our Privacy Policy for how we process data on your behalf.

6. AI Features

AI-assisted replies and AI resolutions are provided on a best-effort basis. AI responses can be incorrect; you're responsible for reviewing AI-drafted content where accuracy matters, and for the "resolve with review" vs. "resolve automatically" settings you choose for your workspace.

7. Service Availability

We aim for high availability but do not guarantee uninterrupted service. Planned maintenance and incidents, when they occur, are communicated via our status page or email where practical.

8. Termination

You may stop using the Service and delete your account at any time. We may suspend or terminate accounts that violate these Terms, with notice where feasible.

9. Governing Law

These Terms are governed by the laws applicable to Pengo's place of business, without regard to conflict-of-law principles, except where local consumer-protection law provides otherwise.

10. Updates to these Terms

We may update these Terms from time to time. Material changes will be communicated by email or an in-app notice before they take effect.

For any questions about these Terms, contact us at support@pengochat.com.