Bots can keep working for years — but hosting, APIs, platform access and maintenance are ongoing dependencies.
bot-terms.html
What these bot terms cover
These terms apply to bots, automated messaging journeys, AI assistants, workflow automations and related integrations designed, configured, hosted or supported by Proper Works.
The project quote defines what the bot is expected to do, the channels it uses, the integrations included and whether ongoing hosting, support or usage is part of the service.
How bots should be used
Bots are designed to reduce repetitive work, improve response times and route information. They do not replace appropriate human judgement where a decision is important, regulated, safety-critical or legally significant.
Clients must test and approve the intended customer journey, business information, prices, escalation rules and automated actions before launch.
AI-generated responses and accuracy
Where a bot uses generative AI, outputs can occasionally be incomplete, outdated or incorrect. The client must not configure the bot so that an AI-generated response becomes the sole basis for a high-impact decision without appropriate human review and lawful safeguards.
Client accounts, APIs and credentials
The client should own or control its business accounts wherever practical, including Meta/WhatsApp, Telegram, calendars, CRMs, domains and booking platforms. Proper Works may require authorised API, OAuth or integration access to build and operate the service.
Credentials and tokens must be kept secure. Clients must not send passwords or secret keys through ordinary chat where a safer connection method is available.
WhatsApp, Telegram and customer messaging
The client is responsible for ensuring it has a lawful basis and any necessary consent or permission for messages it instructs the bot to send. Promotional messages must not be disguised as service messages.
Where marketing consent is required, it should be specific, informed and separate from general terms or service acceptance. Opt-out requests must be respected.
Personal data and sensitive information
The client must configure data collection so it is proportionate to the business purpose. Bots should not request passwords, card PINs, authentication codes or unnecessary special-category information.
Where Proper Works processes personal data on the client's behalf, the parties will use a Data Processing Agreement or equivalent terms. The client remains responsible for providing appropriate privacy information to its own customers where it is the controller.
Third-party platforms
Bot operation may depend on third-party providers. Meta, WhatsApp, Telegram, OpenAI, hosting providers, CRM vendors and other platforms may change APIs, limits, prices, policies, approval requirements or availability.
Proper Works is not responsible for outages or account restrictions caused solely by a third-party provider, although we will provide agreed support to investigate and restore the integration where reasonably possible.
Ongoing fees and service life
A bot does not automatically expire after a fixed period. It can continue operating while the required hosting, platform accounts, API access, usage allowances and any Proper Works recurring service remain active.
Build fees cover the agreed implementation. Ongoing hosting, monitoring, messaging, AI/API usage, support and compatibility work may be charged separately as stated in the quote.
Changes, maintenance and redevelopment
Minor fixes to deliver the agreed behaviour are different from new functionality. New channels, integrations, business processes, AI models, CRM changes or third-party API changes may require a separately priced change request.
Safety, suspension and termination
Proper Works may suspend or disable a bot where reasonably necessary to address security issues, unlawful use, spam, platform-policy breaches, material non-payment or a serious risk to users or systems.
When an ongoing bot service ends, we will handle client data and credentials in accordance with the project agreement and applicable data-processing terms. Migration or export work outside the agreed service may be chargeable.
End-user transparency
Where appropriate, the client should tell users that they are interacting with an automated assistant, explain what information is being collected, provide access to relevant privacy information and make clear how to reach a human.