Terms of Service

Fawz is an independent software product. By creating an account and using Fawz, you agree to be bound by these Terms of Service. If you are using Fawz on behalf of a company or organization, you represent that you have authority to bind that entity to these terms. Payments and billing are handled by Paddle.com Market Limited, acting as our authorized reseller (Merchant of Record). Any billing disputes are governed by Paddle's terms. Contact: support@fawzapp.com

Fawz is a support request qualification service. It works as follows: 1. You configure a forwarding rule in your existing email client that routes a copy of incoming emails from your support address to your unique Fawz inbox address (inbox-[your-id]@mail.fawzapp.com). 2. Fawz receives those forwarded emails, processes them using AI (Google Gemini), and determines whether each request contains sufficient information for your team to act on. 3. If information is missing, Fawz sends an automated reply to the customer requesting the missing details. By default this is sent from a Fawz-operated address (hello@fawzapp.com) showing the sender name you choose, with the Reply-To set to your Fawz inbox so replies route back to you. If you verify your own sending domain (by adding DNS records we provide), replies are sent directly from your real support address instead. 4. Once a request is complete, Fawz creates a structured task in your connected destination tool. Fawz currently supports Asana and Jira as destination tools; you connect one of them via OAuth and choose the project tasks are created in. 5. When your team resolves the task, Fawz sends a resolution confirmation to the customer. Sending identity: by default, Fawz sends on your behalf from its own infrastructure, showing the sender name you choose. If you complete domain verification, Fawz sends from your own support address — this is authorized solely by DNS records you add to your own domain, and gives Fawz no access to your mailbox or email account.

You must be at least 18 years old to create an account. You are responsible for maintaining the security of your login credentials. Notify us immediately at support@fawzapp.com if you suspect unauthorized access. You are responsible for all actions taken under your account, including actions taken by team members you invite. Team members: Members are added by invitation only. When you invite someone, they receive an email with a link and must explicitly accept before they join your workspace — nobody is added to an organization without their consent. Invitations expire after 7 days and can be revoked at any time before they are accepted. Members who join can leave your workspace at any time without your approval, and organization owners can remove them. Your account password is hashed by Supabase Auth and is never stored in plaintext. We cannot recover your password.

By using Fawz, you agree that: Forwarding consent: You will only forward emails to Fawz from inboxes you own or control, and only for the purpose of processing legitimate support requests from your customers. You will not forward emails you do not have the right to process. Inbox scoping: You are responsible for configuring your forwarding rule appropriately. Fawz processes every email it receives. If your forwarding rule routes emails beyond support requests (for example, from a general-purpose shared inbox that also receives internal team communications or sensitive third-party notifications), you accept responsibility for that scope. Customer transparency: You are responsible for ensuring your end customers are aware that their emails are processed by an automated system (Fawz) and that information may be reviewed by AI. Where legally required (e.g. GDPR), you must have a lawful basis for processing your customers' emails through Fawz. Data controller responsibility: For the emails you route through Fawz, you are the data controller. Fawz acts as your data processor. You remain responsible for complying with applicable privacy laws in relation to your customers' data. Acceptable use: You will not use Fawz to process emails in violation of any applicable law, to harass individuals, to process emails containing illegal content, or to circumvent Fawz's rate limits or security controls.

What Fawz reads: Fawz reads the full content of emails forwarded to your unique inbox address. This includes sender information, subject lines, and email bodies. What we do not access: Fawz has no access to your email account itself. We do not connect to your email provider, we do not have OAuth credentials to your inbox, and we cannot read emails that you have not explicitly forwarded to your Fawz address. Destination tool access: For your connected destination tool (currently Asana or Jira), Fawz holds OAuth credentials that allow us to create and update tasks in the projects you configure. We do not read or delete data beyond what is necessary to operate the service. What Fawz staff can see: Our internal admin tools deliberately do not show the content of your customers' emails. Fawz staff can see the organization name, the sender's email address, the subject line, the status and type of a request, how many follow-ups it took, and timestamps — together with account, plan and billing information, and internal system logs (from which secrets are stripped). They cannot see message bodies, follow-up messages, conversation threads, or the AI's analysis through those tools. Infrastructure access: The email content is stored in our database, and staff holding database credentials are technically able to read it. We do not do so in normal operation and never for commercial purposes; it happens only where necessary for security incident response, investigating a specific bug, or legal compliance. We state this plainly rather than implying a technical barrier that does not exist. Nothing is disclosed to third parties except as required by law.

Free plan (Starter): 25 requests per billing period. No payment required. Paid plans: - Growth: $79/month (or $63/month billed annually) — 1,000 requests per billing period - Scale: $299/month (or $239/month billed annually) — 5,000 requests per billing period Annual plans are billed upfront for 12 months at a 20% discount compared to monthly pricing. Your billing period: Each organization has its own billing cycle. It is not the calendar month. On the Starter plan your requests reset on the day of the month you registered. On a paid plan they reset on the day of the month your subscription started — the same day you are billed. Your exact reset date is always shown on your Billing page. Changing plans: Plans are managed from the Billing page in your dashboard, through Paddle. Upgrades take effect immediately and are charged on a prorated basis for the remainder of your current period. Downgrades take effect at your next renewal — you keep the plan you paid for until then, and no credit is issued for the unused portion. Cancellation: You may cancel your subscription at any time from the Billing page. Cancellation takes effect at the end of the current billing period. You retain full access until that date, and you are not charged again. No credit or partial refund is issued for the remainder of the period. Refunds: We offer a full refund within 7 days of your first paid subscription. This applies to both monthly and annual plans. It does not apply to plan upgrades or renewals. Because Paddle is the Merchant of Record, refunds are issued by Paddle to your original payment method. See our Refund Policy at /refund for full details. Refunds and cancellation are separate: a refund returns money already taken and does not stop future payments. If you are refunded but do not cancel, your subscription renews and charges you again. Equally, your access is not withdrawn the moment a refund is issued — it ends when the subscription is cancelled, at the end of the period you paid for. Plan limits: On Starter and Growth, reaching your request limit is a hard stop. Once the limit is reached, further incoming emails are not processed at all for the rest of the period: no AI qualification is performed, and no reply, follow-up, or acknowledgement is sent to the people who emailed you. Those emails remain in your own inbox and are unaffected — Fawz simply stops acting on them. We notify the organization owner by email the first time this happens in a period. Processing resumes automatically when your billing period resets, or immediately if you upgrade. Overage (Scale only): The Scale plan does not stop at 5,000 requests. Requests beyond your allowance continue to be processed and are metered as overage at $0.02 per request. Overage is charged automatically to your payment method shortly after the billing period ends, and we email the organization owner a receipt for it. Requests that were refused because a limit was reached are never charged — refusals and billable requests are recorded separately at the moment they occur, so a refusal cannot later be re-read as a charge.

Fawz depends on several third-party services including Postmark (email delivery), Google Gemini (AI qualification), your connected destination tool — Asana or Jira — (task creation), Paddle (billing and payments), and Supabase (database). Service availability is subject to the reliability of these providers. We aim for high availability but do not guarantee any specific uptime. We are not liable for delays, failures, or errors caused by third-party services. AI qualification accuracy: Fawz uses AI to classify support requests and identify missing information. AI systems are not infallible. We recommend periodically reviewing requests flagged as "needs review" — these were forced to completion after the maximum qualification attempts and may need manual attention. Email deliverability: Fawz sends emails from its own authenticated infrastructure by default, or from your own verified domain if you configure it. We cannot guarantee delivery to every email provider, particularly if the recipient has spam filters that block automated mail.

Fawz and its underlying technology, including the software, design, and documentation, are owned by the Fawz team. These terms do not transfer any ownership to you. Your content: You retain ownership of the email content you process through Fawz. By using Fawz, you grant us a limited license to process that content solely to provide the service. We claim no rights over your email content.

To the maximum extent permitted by applicable law: Fawz is provided "as is" without warranties of any kind, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement. We are not liable for: lost profits, loss of data, indirect or consequential damages, damages arising from unauthorized access to your data by third parties, or any damages arising from your customers' emails processed through Fawz. Our total liability for any claim arising from your use of Fawz is limited to the amount you paid for the service in the 3 months preceding the claim. Nothing in these terms limits liability that cannot be limited by law (such as liability for gross negligence, fraud, or death and personal injury caused by our negligence).

You agree to indemnify and hold harmless Fawz from any claims, damages, losses, or expenses (including legal fees) arising from: - Your breach of these Terms - Your violation of any law or third-party rights in connection with your use of Fawz - The content of emails you route through Fawz - Your failure to comply with applicable data protection laws in relation to your customers

We may suspend or terminate your access to Fawz at any time if you violate these Terms, if we believe your use poses a risk to the security or integrity of the service, or if we discontinue the service. You may terminate your account at any time, yourself, from Account settings in your dashboard. You do not need to contact us and you do not need our approval. Deletion is immediate and permanent — it is not a request we review, and it cannot be undone. If you own an organization, deleting your account deletes the whole organization and everything in it: every request and its email content, every follow-up, contact memory, connectors and their stored credentials, and usage records. If you are a team member, only your own profile and login are removed and the organization is left intact. If you have an active paid subscription, it is cancelled with Paddle before any data is deleted. You can also simply leave a workspace you were invited to, without deleting your account, from the same page. See our Privacy Policy for exactly what is removed and what is retained.

We may update these Terms from time to time. We will notify you by email when material changes take effect. Continued use of Fawz after that date constitutes acceptance of the updated terms.

These Terms are governed by the laws of the jurisdiction in which the Fawz team is based. Any disputes will be resolved in the courts of that jurisdiction.

For questions about these Terms: Email: support@fawzapp.com Response time: within 72 hours