Trust, Privacy & Legal Terms
Review the legal agreements, data processing boundaries, and security safeguards that govern the LayBuild AI Customer Support Platform.
Effective as of October 24, 2026
Primary Legal Agreements
Select a document to read our complete terms and operational policies.
Terms of Service
Updated: September 24, 2026
Our customer agreement governing platform access, customer intellectual property ownership, acceptable use guardrails, liability caps, and dispute resolution.
- Customer retains 100% IP ownership of uploaded documents and chats
- Mutual 12-month trailing liability limitation
- Explicit acceptable use and prompt-injection guardrails
- Standard Delaware governing law and dispute procedures
Privacy Policy
Updated: October 24, 2026
How we handle account details, chat transcripts, customer metadata and technical logs, and which providers process them.
- LayBuild AI does not train models on your conversations or documents
- PII redaction in AI replies; customer messages reach the LLM as written
- GDPR and CCPA rights, with 30 days to cancel an account deletion request
- 72-hour security incident notification commitment
Cookie Policy
Updated: October 24, 2026
The cookies and browser storage we use, including the analytics tools on our site.
- Sign-in cookie and chat widget storage the product needs to work
- No advertising cookies; analytics by Google Analytics, Microsoft Clarity and PostHog
- How long each cookie and storage item is kept
- Step-by-step guidance for managing cookies in all major browsers
Cancellation & Refund Policy
Updated: October 29, 2026
Rules for billing cycles, usage-based refunds, prorated upgrades, self-serve cancellation and billing errors.
- Full refund within 7 days of payment if under 10% of monthly AI conversations are used
- One-click self-serve cancellation from billing settings
- 14-day dispute notification window for duplicate or erroneous charges
- Immediate prorated billing for mid-cycle tier upgrades
Data Governance & Security Standards
We treat customer privacy and technical security as foundational requirements. Here is how we safeguard your organization’s support conversations and data assets.
No Training on Your Data
LayBuild AI does not use your conversations or uploaded documents to train or fine-tune models. The LLM provider that writes each reply handles the data under its own API terms.
AES-256-GCM Encryption
LLM API keys and SMTP passwords you save, and the stored copy of each uploaded knowledge file, are encrypted with AES-256-GCM. Web and API traffic is served over HTTPS.
Workspace Separation
Every document, embedding and conversation is stored with your workspace ID, and the application filters its database queries by that ID.
Prompt Injection Checks
Incoming messages are checked against known prompt-injection patterns and can be blocked. An optional check can also give each message a prompt-injection risk score.
Authorized Subprocessors
These are the third-party providers that process data so we can run LayBuild AI.
| Subprocessor | Service Category | Operational Role | Location |
|---|---|---|---|
| Amazon Web Services (AWS) | Hosting | Application servers and database | Available on request |
| Cloudflare R2 | File & Backup Storage | Encrypted copies of uploaded knowledge files and the weekly database backup | Available on request |
| Hugging Face (default), OpenAI, Google Gemini, DeepSeek, Qwen, Cloudflare Workers AI, OpenRouter or NVIDIA | Language Model Inference | Writes AI replies from the conversation and matching knowledge-base passages. On Premium you can connect your own provider instead. | Set by the provider |
| PayU | Payment Processing | Subscription payments from customers in India, on PayU checkout. We do not store card numbers. | Available on request |
| Stripe | Payment Processing | Subscription payments from customers outside India, on Stripe checkout. We do not store card numbers. | Available on request |
| Our email delivery provider (SMTP) | Email Delivery | Account, invitation and notification emails | Available on request |
| Meta (WhatsApp Cloud API) | Messaging Channel | Sends and receives WhatsApp messages, only if you connect a WhatsApp channel | Set by the provider |
| PostHog | Product Analytics & Error Tracking | Usage events, error reports and records of AI requests, which can include message text and AI replies | Available on request |
| Google Analytics / Microsoft Clarity | Website Analytics | Page visits and on-page interactions on our website | Set by the provider |
Need a Customized Enterprise DPA or Security Questionnaire?
Email us for a data processing agreement or help with your vendor security questionnaire.