Terms of Service

Version 0.17 · last updated 5 October 2026

These terms are an agreement between you (the business using Neaion, "you") and Rawly OÜ ("we"). By creating an account you accept them on behalf of your business.

1. The service

Neaion answers your customers' messages on your behalf, grounded in the rules, prices and answers you give it (your "playbook"). When it cannot answer from your playbook, it tells the customer it will check and asks you. You decide what it may do on its own: every action it proposes passes a rule engine that enforces your limits, and anything outside them comes to you first.

2. Your account

• Keep your sign-in details secret; you are responsible for activity under your account.
• You must be authorised to act for the business you register, and to connect the accounts (such as an inbox) you connect.

3. Your responsibilities toward your customers

For your customers' personal data, you are the controller and we are your processor (see the Data Processing Agreement). You are responsible for:

• having a lawful basis to process your customers' data, and a privacy notice that tells them you use an AI service for replies;
• telling your customers they may be interacting with AI, where the law requires it (for example, Article 50 of the EU AI Act);
• holding consent before any marketing message is sent — Neaion blocks marketing messages to people with no consent on record, but you are responsible for the consent records you give it;
• the content of your playbook and of the answers you give when Neaion asks you: Neaion relays and relies on them.

4. Acceptable use

You will not use Neaion to send spam or unlawful content, to mislead people about who they are dealing with, to infringe others' rights, to attempt to access another customer's data, or to probe, overload or reverse-engineer the service. We may suspend an account that does, to protect other customers and the people writing to them.

5. What AI can and cannot promise

Neaion is built not to invent facts: replies are checked against your playbook, and what it cannot support it escalates to you. Still, AI can be wrong. You can review everything it did on the Activity screen, and you should keep your playbook accurate. We do not guarantee any particular outcome of a conversation.

6. Fees

Fees, if any, are those shown for your plan when you subscribe, or agreed with you in writing. Design-partner and free accounts may be limited in usage and features.

Paid plans are billed monthly in advance through our payment provider, Stripe, and renew each month until cancelled. You can change or cancel your plan at any time under Billing; a cancelled plan runs to the end of the month already paid, and fees already paid are not refunded except where the law requires. Taxes are added where they apply. If a payment fails, Stripe tries again over the following days; if it still fails, your account returns to the free plan. Closing your account cancels your plan at once.

Each plan includes a monthly amount of AI usage. Beyond it, replies continue on simpler models rather than stopping; on the free plan the AI stops writing replies until the next month, and customers receive a short holding reply while their questions come to you.

7. Your data

Your data remains yours. You can export or delete it on request. When your account ends we delete your data as described in the Privacy Policy. We do not use your data, or your customers' data, to train AI models.

8. Availability and changes

We work to keep Neaion available and to tell you promptly when something goes wrong, but we do not promise uninterrupted service. When Neaion cannot answer — for example because an AI provider is down — it is designed to tell the customer it has their message rather than stay silent. We may change the service; we will give reasonable notice of changes that materially reduce it.

9. Liability

To the extent the law allows, our total liability arising from the service in any twelve-month period is limited to the fees you paid us in that period, and we are not liable for indirect or consequential losses, lost profits or lost data you could have reasonably protected. Nothing here limits liability that cannot be limited by law, such as for fraud or wilful misconduct.

10. Ending the agreement

You can stop using Neaion and close your account at any time. We may end or suspend the agreement if you seriously breach these terms, with notice where reasonable.

11. Changes to these terms

We will post changes here, update the version and date above, and give you notice of material changes before they take effect.

12. Replies you post on other platforms (Tess)

Tess, the social media employee in your Neaion office, finds public posts — and, through the optional browser extension, posts in the Facebook groups and on the Nextdoor feed you open — where people ask for what your business does, and drafts a reply. Tess finds and drafts; you read, edit, send and answer for what is posted. A reply goes only when you press Send on that one reply, or you post it yourself: from an account of yours you connected (Bluesky, YouTube), through X's own reply box, or through the comment box your browser extension fills on Reddit, in a Facebook group or on Nextdoor, where you press the site's own button. Neaion never likes, follows or sends a message anywhere, never sends several replies at once or on a schedule, and never signs in with your password.

• You post it, and you are responsible for it. Tess only finds posts and drafts replies. You read each draft, edit it if you wish, decide whether to send it, and press Send on it — or post it yourself — from your own account. What is posted is yours, as if you had written it from the start, whichever way it went.
• A draft can be wrong. Tess checks what a draft says about your business against your rules and settings, marks what she cannot confirm, and ends every draft with a line saying that you own or work at the business. A draft can still be wrong, incomplete or out of date — a free time offered from your calendar, for example, may have been taken since. Read every draft before you post it.
• Each platform's rules are yours to follow. Following the terms of each platform you post on (for example Reddit, Facebook, Nextdoor, LinkedIn, X or YouTube) and the rules of each community or group — including its rules on promotion, self-advertising and disclosure — is your responsibility. Tess shows what she knows of a community's rules, but cannot promise that it is complete or current.
• Connecting your accounts, the extension and “Look through my groups” are optional and your decision. Connecting an account is optional: on Bluesky you give an app password, which is used once to open a session and never kept (the session is stored encrypted, and you can end it here or revoke the app password at Bluesky); on YouTube you give Google's consent, which you can withdraw. You decide whether to install the browser extension; when you press Send for a reply on Reddit, in a Facebook group or on Nextdoor, it writes that reply into the comment box you click into, and never presses the site's button. “Look through my groups” is off until you switch it on, after a warning; it runs only when you press for it, in your own browser, under your own account, and only scrolls the pages you chose. Send has a limit of a few replies a day on each platform, which you may lower.
• Platforms may limit accounts that use automation. A platform may treat replies sent through a connected account, a reply written into its comment box by the extension, “Look through my groups”, or posting similar replies often, as automation, and may warn, limit, suspend or close your account, or remove what you posted. We are not responsible for what a platform does to your account or to your posts.
• We are not affiliated with these platforms. Facebook, Nextdoor, Reddit, LinkedIn, X, YouTube, Hacker News, Bluesky, Yelp and Trustpilot are trademarks of their owners; Neaion is not affiliated with, endorsed or sponsored by any of them.

Section 9 (Liability) applies to all of this as written, and nothing in this section limits liability where the law does not allow it to be limited.

13. Law

These terms are governed by the laws of the place where the operator is established, as stated at the foot of this page, without prejudice to consumer or data protection rights you cannot waive.

14. Not for health information (HIPAA)

Neaion is not suitable for patients' health information. It is not built or offered to create, receive, maintain or transmit protected health information ("PHI") under the US Health Insurance Portability and Accountability Act and its rules ("HIPAA"), and we do not sign business associate agreements.

• If your business is a HIPAA "covered entity" or "business associate" — for example a medical, dental, therapy or other health practice that bills health insurance electronically — you must not use Neaion for anything involving your patients' information: not to answer patients, book their appointments, read their mail or messages, or keep their documents. Under HIPAA even a patient's name together with an appointment at your practice can be protected health information.
• If HIPAA does not apply to you, state health-privacy laws may (for example California's Confidentiality of Medical Information Act, or Washington's My Health My Data Act). Set up your office so that it never asks for health details, and tell your customers not to send them; Neaion's "No advice by message" rule for practices is a start, not a safeguard.
• People may still write health details without being asked. Neaion treats them like any other message; it does not give them the protections HIPAA requires. You are responsible for whether your use of Neaion is lawful for your business.

15. If your business is in the United States

• Commercial email (CAN-SPAM, 15 U.S.C. § 7701 and following). Your news, offers and review requests carry your business's valid postal address and a working way to opt out; Neaion adds both to every such email and does not start a campaign without the address (Settings → Company). The address must be your current street address or a box you have registered with the US Postal Service or a commercial mail receiving agency, and a subject line must not mislead about what the email says — both are yours to get right. An opt-out stops at once.
• Privacy notices. Where a state privacy law applies to your business (for example the CCPA in California), telling your customers what you collect and that an AI service helps you answer is yours to do; Neaion acts as your service provider (DPA, section 10).
• Telling people it is an AI. Neaion says it is an AI in every automated email, in the website chat and on Telegram, and answers truthfully when someone asks (AI Transparency). If your occupation is licensed and a conversation could become one a state law treats as high-risk (for example advice about health, money or the law), you are responsible for the disclosure that law asks of you — Neaion is not built for such advice.
• No text messages. Neaion does not send SMS, so it makes no telemarketing calls or texts on your behalf.