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Terms of Service

The agreement between you and us when you use Pong Chat. Short and in plain English.

Last updated 13 November 2026

Who we are

Pong Chat (“Pong”, “we”, “us”) is run by METATAG OÜ, registry code 16276419, VAT number EE102393738, Lõõtsa tn 8, 11415 Tallinn, Estonia. Email: info@metatag.ee.

These terms cover the website pong.ee, the desk at app.pong.ee, the chat widget, the API and everything else we provide as Pong Chat (the “service”). “You” means the person or company that creates or runs a workspace. By creating a workspace or using the service you accept these terms. If you accept them for a company, you confirm you may bind it.

Your account

  • Give accurate details and keep your sign-in safe. You are responsible for what happens in your workspace, including what the agents you invite do.
  • You must be at least 18, or old enough to make a binding contract where you live.
  • Tell us at once at info@metatag.ee if you think someone got into your account.

Plans and payment

  • There are two plans, Free and Premium. What each includes and what Premium costs is on the pricing page.
  • Premium is billed per agent (a team member with a seat in the desk), in advance, monthly or yearly, by card through Stripe. Prices exclude VAT; EU VAT is added where it applies, and business customers with a valid VAT ID are reverse-charged.
  • Your first upgrade to Premium starts a 14-day free trial. A card is needed. If you don’t cancel before the trial ends, the first payment is taken then.
  • An agent added in the middle of a period is charged for the rest of that period. An agent removed is credited for the unused part.
  • If we change prices, we tell workspace admins by email at least 30 days in advance. New prices apply from your next billing period.
  • Plan, card, invoices, billing details and VAT ID are managed in the Stripe customer portal, opened from Settings → Billing.

Failed payments

If a payment fails, we email the workspace admins and the workspace becomes read-only at once: agents can read chats but not reply, and the widget is hidden on your site. It works again as soon as the card is updated in the billing portal, or an admin switches the workspace to Free.

Cancellation and refunds

You can cancel Premium at any time in the billing portal. Premium stays until the end of the period you paid for, then the workspace moves to Free; chats and data are kept. Refunds follow our refund policy.

Beta workspaces

Workspaces created before billing launched keep every Premium feature free until 1 January 2027. Then they move to Free unless an admin upgrades.

Acceptable use

Don’t use Pong to:

  • break the law, or help anyone else break it;
  • send spam, phishing or malware, or deceive or harass people;
  • collect or process personal data without a legal basis;
  • overload, probe or get around the security or limits of the service, or access other workspaces;
  • resell the service without our written agreement.

We may suspend a workspace that breaks these rules or puts the service or other customers at risk. Where we reasonably can, we tell you first and give you a chance to fix it.

Your content and your visitors

  • You own your content: chats, files, recordings, settings and the data about your visitors. You give us the right to store and process it only as needed to run the service for you.
  • For your visitors’ data we act as your processor; you are the controller. You are responsible for having a legal basis for it and for telling your visitors, for example in your privacy notice. The Privacy Policy describes how we handle it. If you need a signed data processing agreement, write to us.
  • You can export your data at any time, on every plan.

AI features

AI replies, suggestions and tags are generated automatically and can be wrong. Auto replies are sent only from the rules you set, and you remain responsible for what your workspace sends to visitors. We don’t use your chats to train AI models.

Services you connect

If you connect another service — for example mailcheap.ai, DataFast, your own mail server or your own AI model provider — your use of it is governed by that provider’s terms, and we send it data only as you set up.

Availability and changes

We work to keep Pong fast and available, but we provide it “as is” and can’t promise it will never be interrupted. We improve the service all the time and may change or remove features. If we remove something material from Premium, we tell admins in advance.

Liability

To the extent the law allows, we are not liable for indirect or consequential loss, lost profits, revenue or data. Our total liability for any claim is limited to what you paid us in the 12 months before it arose. Nothing in these terms limits liability that cannot be limited by law, such as for intent or gross negligence, or your rights as a consumer.

Ending the agreement

You can stop using Pong and delete your workspace at any time. We may end the agreement or suspend the service for a serious breach of these terms or for non-payment. Export anything you want to keep before the workspace is deleted.

Changes to these terms

We publish changes on this page. For material changes we email workspace admins at least 30 days before they take effect. If you don’t agree, you can cancel before then.

Law and disputes

These terms are governed by the laws of Estonia, and disputes go to the courts of Estonia. If you are a consumer in the EU, you keep the protection of the mandatory laws of your country and may also bring a claim there.

Contact

METATAG OÜ, Lõõtsa tn 8, 11415 Tallinn, Estonia. info@metatag.ee. Or chat with us.

Privacy Policy · Refund policy · Data deletion