terms of service

These terms are an agreement between you and ReturnDepot LLC, a limited liability company trading as ch21.ai ("we", "us", "ReturnDepot"). By creating an account, signing in, or continuing to use ch21.ai, you agree to these terms. If you do not agree, do not use the service.

If you accept these terms on behalf of an organisation, you confirm you have authority to bind it. If you are using ch21.ai as an individual, you confirm you are of legal age to form a binding contract.

ch21.ai is a hosted platform for building, running, and observing autonomous AI agents ("channels"). Channels plan multi-step work, call tools such as web retrieval and image analysis, generate text and images, and record traces, evaluations, and cost data. We grant you a limited, non-exclusive, non-transferable, revocable right to use the service within the plan you have selected.

You must give accurate registration information and keep it current. You are responsible for keeping your credentials confidential and for all activity under your account. Tell us promptly at support@ch21.ai if you suspect unauthorised access.

You must not use ch21.ai to:

• break the law, or help anyone else do so;
• commit fraud, send spam or unsolicited bulk messages, or misrepresent who you are;
• infringe anyone's intellectual property, privacy, or other rights;
• interfere with the security or integrity of the service — no malware, no probing or penetration testing without written permission, no circumventing rate limits, quotas, or access controls, and no scraping of our systems;
• point a channel at a website or API in breach of that site's terms, robots directives, paywalls, or authentication, or to bypass any technical access control;
• reverse engineer, decompile, resell, sublicense, or redistribute the service or its outputs as a competing service.

ch21.ai is a generative AI product. The following apply in addition to the acceptable use rules above:

• You own your inputs; you are responsible for them. You retain rights in the briefs, scripts, prompts, and images you submit, and you confirm you have the rights necessary to submit them. You grant us a limited licence to host and process that content solely to operate the service for you.
• You are responsible for how you use outputs. You must verify accuracy before relying on, publishing, or acting on anything a channel produces. Measurements, valuations, rankings, and retrieved listings are estimates produced by automated systems.
• Outputs may be inaccurate. Generative models can produce wrong, incomplete, biased, or fabricated content. Outputs are not professional advice and must not be used as legal, financial, tax, medical, or other regulated professional advice without qualified human review. Do not use ch21.ai to make automated decisions about individuals in areas such as employment, credit, insurance, education, housing, or access to essential services.
• Prohibited generation. You must not generate or attempt to generate illegal content, child sexual abuse material, non-consensual sexual imagery, deepfakes or synthetic likenesses of real people intended to deceive, impersonation of real individuals or brands, hate speech, targeted harassment, malware or exploit code, or content designed to jailbreak or subvert our safety controls or those of our model providers.
• Moderation rights. We may filter, refuse, restrict, or remove content and outputs, and suspend accounts, where we reasonably believe these terms have been breached. We are not obliged to monitor content.
• Rights-holder complaints. If you believe content on ch21.ai infringes your intellectual property, email legal@ch21.ai identifying the work, the material, and your contact details. We will review, remove infringing material where appropriate, and terminate accounts of repeat infringers.

ReturnDepot LLC and its licensors own the service and all intellectual property in it, including the software, pipelines, documentation, design, and ch21 branding. Nothing in these terms transfers that ownership to you.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

Payment, billing frequency, renewal, cancellation, tax, and refund mechanics are governed by the Paddle Buyer Terms. Subscriptions renew automatically for successive periods until cancelled. Plan prices and credit allowances are published on our pricing page; see our refund policy for our money-back guarantee.

We work to keep ch21.ai available and correct, but we do not guarantee uninterrupted or error-free performance. Maintenance, upstream model and retrieval provider outages, rate limits, and capacity constraints can affect availability and channel results.

To the fullest extent permitted by law, the service is provided "as is" and we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement.

To the fullest extent permitted by law, our aggregate liability arising out of or in connection with these terms is limited to the fees you paid in the twelve months before the event giving rise to the claim. We are not liable for indirect, consequential, or special damages, including lost profits, lost revenue, lost data, or loss of goodwill. Nothing in these terms limits liability for fraud, death, or personal injury caused by negligence, or any other liability that cannot lawfully be limited.

You will indemnify ReturnDepot LLC against claims, losses, and reasonable costs arising from your content, your use of channel outputs, your unlawful use of the service, or your breach of these terms.

We may suspend or terminate your access, in whole or in part, for material breach of these terms, non-payment, a security or fraud risk, or repeated or serious policy violations. Where practical and lawful we will give notice and an opportunity to cure. You may stop using the service and cancel at any time.

On termination your licence ends. You will have a reasonable export window of at least 30 days to retrieve your channel scripts, take logs, and stills, after which your data may be deleted in line with our privacy notice.

You may not assign these terms without our written consent. We may assign them in connection with a merger, acquisition, or sale of assets. These terms are governed by the laws of the State of Delaware, United States, and the state and federal courts located in Delaware have exclusive jurisdiction, without limiting mandatory consumer protections available to you locally.

Neither party is liable for failure to perform caused by events beyond its reasonable control. We may update these terms; continued use after an update means you accept the revised terms.

ReturnDepot LLC · ch21.ai · legal@ch21.ai