Terms & Conditions
Last updated: 2 April 2026
These Terms govern your use of the Arvelo platform. By creating an account you agree to these Terms. Please read them carefully.
1. The service
Arvelo provides an AI-powered IT helpdesk assistant ("Cleo") that integrates with Slack and Microsoft Teams to handle employee IT support requests. Cleo uses your knowledge base to resolve common issues and routes unresolved requests to your ticketing system.
2. Accounts
You must provide accurate information when creating an account. You are responsible for maintaining the security of your account credentials and for all activity under your account. You must be at least 18 years old and authorised to enter into contracts on behalf of your organisation.
3. Acceptable use
You may not use Arvelo to:
- Violate any law or regulation
- Infringe the intellectual property rights of others
- Transmit harmful, offensive, or illegal content
- Attempt to reverse engineer, scrape, or disrupt the platform
- Resell or sublicense access to the platform (except MSP plans which include client provisioning rights)
4. MSP plans — resale restriction
MSP plans are designed for managed service providers to deploy Cleo for their end clients. MSP accounts may not use client slots for internal departments or subsidiaries unless separately agreed in writing. Each client slot must represent a distinct end-client organisation.
5. Payment and refunds
Subscriptions are billed monthly in advance. Trial periods are as stated on the pricing page at the time of signup. After the trial, your card will be charged automatically. We offer a 14-day money-back guarantee on first payments — contact us within 14 days of your first charge for a full refund. No refunds are issued after that period.
6. Availability
We aim for 99.9% uptime but do not guarantee uninterrupted service. Planned maintenance will be announced with reasonable notice. We are not liable for downtime caused by third-party services (Slack, Microsoft Teams, Stripe, Supabase).
7. Data ownership
You retain ownership of all data you upload to Arvelo. We claim no intellectual property rights over your content. You grant us a limited licence to process your data for the purpose of providing the service.
8. Limitation of liability
To the maximum extent permitted by law, Arvelo's total liability to you for any claim arising from these Terms or your use of the service shall not exceed the amount you paid us in the 3 months preceding the claim. We are not liable for indirect, incidental, or consequential damages.
9. Termination
You may cancel your subscription at any time from your billing settings. We may terminate accounts that violate these Terms with immediate effect. On termination, your data will be deleted within 30 days.
10. Governing law
These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
11. Changes to these Terms
We may update these Terms from time to time. We will notify you by email at least 14 days before material changes take effect. Continued use of the service after that date constitutes acceptance of the new Terms.
12. Contact
Questions about these Terms? Contact us here.