Last updated: 17 October 2025
Legal Entity: Hay Labs LDA ("Hay", "we", "us", "our")
Service: The hosted Hay platform at hay.chat and related subdomains (the "Service").
By creating an account or using the Service, the company you represent ("Customer") agrees to these Terms, our Privacy Policy, and incorporates by reference our Data Processing Agreement (DPA) and Subprocessors List.
Customer is responsible for (a) keeping credentials secure, (b) configuring roles/permissions, and (c) ensuring its users' compliance. Customer must provide accurate registration/billing information and keep it updated.
Paid plans are billed in advance (or as otherwise stated on the Order/Plan page). Payments are processed by Stripe. Late or failed payments may result in suspension. Fees are non-refundable except where required by law.
Customer will not: (i) misuse the Service (spam, malware, illegal content), (ii) probe or breach security, (iii) resell access without permission, or (iv) process unlawful or prohibited data. Hay may suspend accounts to protect the Service or comply with law.
"Customer Data" means data Customer submits to the Service (including end-user conversations, documents, integrations metadata). Customer retains all rights in Customer Data. Hay is a processor of end-user personal data and a controller of Customer account/billing data, as described in the Privacy Policy and DPA.
The Service enables connections to third-party systems (e.g., Zendesk, Shopify, WhatsApp, email, LLM providers).
We may improve or modify the Service. Material changes will be announced via dashboard/email. Beta/experimental features are provided "as is".
Each party will protect the other's non-public information with reasonable care and use it only to perform the Agreement.
Hay implements technical and organizational measures appropriate to the risk (see DPA Annex B). Customer is responsible for configuration within its environment (roles, IP allowlists, webhook targets, etc.).
Terms continue until terminated. Either party may terminate for convenience with 30 days' notice, or immediately for uncured material breach. Upon termination, Hay will delete or anonymize Customer Data per the DPA and Privacy Policy, subject to legal holds and backup retention.
Except as expressly stated, the Service is provided "as is" and "as available" without warranties of any kind. We do not warrant uninterrupted or error-free operation.
To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, or consequential damages. Each party's aggregate liability is limited to amounts paid by Customer in the 12 months preceding the claim. These limits do not apply to breach of confidentiality, IP infringement, or willful misconduct.
Customer will indemnify Hay against third-party claims arising from Customer's unlawful content, misuse, or violation of law.
These Terms are governed by the laws of Portuguese law. Courts of Lisbon, Portugal have exclusive jurisdiction.
Legal/privacy notices: [email protected] (or address designated on our site).
Operational notices may be sent to the admin email on file.
If there is a conflict: Order/Plan → DPA → these Terms → Privacy Policy.