masterweb.ai Terms of Service

Version 1.0, effective October 2, 2026

These Terms of Service ("Terms") are an agreement between TECNOLOGIA MASTERWEB SAS (NIT 900.947.569-8), operating the Masterweb AI brand, a company located at Carrera 64 No. 24-47, Bogota 111321, Colombia ("we", "us", "our"), and the business that signs up for our services ("Customer", "you", "your"). The people who visit and use your website, including people who talk to your chatbot, are called "Visitors".

We currently sell the service from Colombia. A United States company of our group may take over the service in the future. If that happens, we will assign these Terms to that company and tell you in advance, as described in Section 21.3.

Key terms at a glance

This summary is part of the Terms. If anything below seems to conflict with the detailed sections, the detailed sections control.

1. Agreement and acceptance

1.1 Who these Terms bind. These Terms apply to you as the business that orders the service, and to any person who accepts them on your behalf. That person confirms they have authority to bind the business.

1.2 How you accept. You accept these Terms by checking a box (not pre-checked) next to the statement that begins "I agree to the Terms of Service and the Privacy Policy" (checkbox 1 in the "Consent texts" appendix of the Privacy Policy), with visible links to both documents, and then completing your order. This may happen on our website or inside our chat assistant, where the checkbox is a real button or control, not text you type. If you do not agree, do not check the box and do not use the service. Accepting these Terms does not mean you agree to receive advertising. Marketing consent is a separate, optional checkbox that is never required to buy (see the Privacy Policy, Section 7 and the "Consent texts" appendix).

1.3 Record of acceptance and electronic signature. When you accept, we keep a record that includes your account or email address, the versions of these Terms and the Privacy Policy, the exact consent text shown, the price and term shown, the date and time (UTC), your IP address and your browser's user agent. We keep that record for at least 3 years after your service ends. You agree that your electronic acceptance is a valid signature under the federal E-SIGN Act (15 U.S.C. 7001 and following) and the Florida Uniform Electronic Transaction Act (Fla. Stat. 668.50).

1.4 Other documents. Our Privacy Policy and our Data Processing Addendum ("DPA") are part of these Terms. If they conflict, the DPA controls for the processing of Visitors' personal data, and these Terms control for everything else.

2. Business use only

You confirm that you are acting for a business, trade or profession, and not as a consumer for personal, family or household purposes. Our services are designed and priced for businesses. If you are a sole proprietor, you still confirm that you buy the service for your business. Even so, we apply the automatic renewal and cancellation protections in Section 4 to every Customer.

3. The service

3.1 What is included. Your plan includes:

• a website, either newly built or a modernized version of your current site;
• hosting on our servers, including free migration of your current site to our servers (see Section 8.3);
• security measures, backups, and automated security and speed updates for sites hosted on our servers;
• an AI sales chatbot for your website, with monthly usage limits (see Section 3.4).

The exact scope for your business (for example, number of pages and initial content) is the one shown to you when you ordered.

3.2 Add-ons. Optional add-ons are offered at the prices listed when you buy them. Add-ons are billed separately and follow these Terms unless their order says otherwise.

3.3 Customers who keep their own server. If you keep your website on your own server or hosting provider:

• you must pay the 12 months upfront (the annual prepaid option);
• you must give us SSH access, or, for WordPress sites without SSH, an administrator or editor login. With WordPress access only, we can make content edits only, and you install any tracking or chatbot tags yourself (for example through Google Tag Manager) following our instructions;
• for other platforms without SSH access, we cannot offer this option and will offer free migration to our servers instead;
• your hosting provider, not us, is responsible for your server, its availability, its backups and its security. Hosting, server backups and server updates described in Sections 3.1 and 8 do not apply to your server, and a full redesign can only be deployed on our servers;
• you are responsible for keeping access we use valid and for revoking it when the service ends. We use the access only to perform the service.

3.4 AI chatbot usage limits. The chatbot includes a monthly allowance of conversations and a limit on messages per conversation. The current numbers are shown in your account or order. We email you when you reach 80% and 100% of your monthly allowance. You can buy top-ups at the listed price at any time. If you reach 100% and do not buy a top-up, the chatbot may stop starting new AI conversations until your next monthly period begins. Unused allowance does not carry over to the next month.

3.5 Your cooperation. Some work depends on you, for example sending content, approving designs, pointing your domain, or giving access. Delays caused by missing information or access do not extend your term or reduce fees.

3.6 Changes to the service. We may improve, change or replace features over time. We will not materially reduce the core service described in Section 3.1 during a paid term without notice under Section 18.

4. Term, automatic renewal and cancellation

4.1 Plans and prices. You can choose:

• Monthly: USD 199 per month, billed monthly, for a 12-month term (12 payments, USD 2,388 in total if you keep the plan for the full term); or
• Annual prepaid: USD 2,149 paid upfront for 12 months (a 10% discount compared with 12 monthly payments).

Prices are in US dollars and do not include taxes, which are added when required by law.

4.2 Initial term. Your initial term is 12 months, starting on the date your first payment is confirmed.

4.3 Automatic renewal. UNLESS YOU CANCEL, YOUR PLAN RENEWS AUTOMATICALLY AT THE END OF EACH TERM FOR ANOTHER 12-MONTH TERM, IN THE SAME PAYMENT MODE (MONTHLY OR ANNUAL PREPAID), AT THE PRICE IN EFFECT AT RENEWAL. Monthly plans keep being billed each month. Annual prepaid plans are billed the full annual price at the start of the new term. You can cancel at any time, as explained in Section 4.5, and the renewal will not happen.

4.4 Renewal reminders and price changes. We send you a written reminder by email between 30 and 60 days before each renewal date. The reminder states the renewal date, the price that will apply, the payment mode and how to cancel. We also send an annual reminder of the terms of your plan. If the price will change at renewal, we tell you at least 30 days before the renewal date, and you can cancel before the new price applies.

4.5 How to cancel. You can cancel at any time, and you can do it the same way you signed up:

• online, in your account or by asking our chat assistant to cancel (it shows a cancellation button); or
• by email to [email protected] from the email address on your account.

We confirm every cancellation by email. To stop an upcoming renewal or payment, cancel before the renewal date or the next billing date. Cancellation takes effect at the end of the period you have already paid for. Until then your service keeps working.

5. Payment

5.1 How you pay. We bill you through the payment method offered at checkout. This may be an online payment link or payment page operated by a payment processor, or an invoice sent by email that you pay by the method stated on the invoice. When we offer an online payment processor, your card or account details are handled by that processor and are not stored by us. You authorize us and our payment processor to charge the payment method you choose for the amounts described in these Terms, including automatic renewals, until you cancel.

5.2 When payments are due. Monthly fees are due on the same day each month as your first payment (or the closest day if that day does not exist in a month). Annual prepaid fees are due at the start of each term. Invoices are due on the date stated on the invoice.

5.3 Taxes. You are responsible for sales, use and similar taxes that apply to your purchase, other than taxes on our income.

5.4 No early termination fee. There is no early termination fee. If you want to leave before your 12-month term ends, that is a cancellation under Section 4.5: you pay for the periods already started, your service stops at the end of the period you already paid for, and you owe no further payments for the rest of the term. The 12-month term means that your price is set for 12 months and that the plan renews as described in Section 4.3. A reactivation fee may apply if you come back later (Section 6.5).

5.5 Refunds.

• Monthly plans: monthly fees are not refundable, and we do not give refunds or credits for partial months.
• Annual prepaid plans: if you cancel within 14 days after your annual payment is confirmed, we refund the annual payment in full. After those 14 days, the annual payment is not refundable and there is no pro-rata refund for unused months. Your service continues until the end of the prepaid term.
• Add-ons and top-ups: not refundable once delivered or used, unless their order says otherwise.

Refunds required by law are always honored.

5.6 Late fees and interest. We do not charge late fees or interest on overdue amounts. If we ever decide to charge them, we will give you notice under Section 18 first, and any charge will stay within the limits allowed by Florida law.

6. Missed payments, suspension and reactivation

6.1 Notices. If a payment is missed or fails, we email you on day 1, day 3 and day 5 after the due date. Each notice says how much is due and how to pay.

6.2 Suspension on day 5. If the amount is still unpaid on day 5 after the due date, we may suspend your service. Suspension means we pause your website, chatbot and related services. We do not delete your data because of a suspension. When you pay the overdue amount during the suspension, we restore your service without a reactivation fee.

6.3 Cancellation at 30 days past due. If an amount is still unpaid 30 days after its due date, we treat your account as cancelled by you on that day. Section 7 then applies, including the 60-day data retention period. Amounts for service periods that started before the cancellation remain due. No further amounts become due for the rest of the term.

6.4 Collections. We may use lawful means to collect amounts that remain due.

6.5 Reactivation after cancellation. If your service was cancelled, by you or under Section 6.3, you can ask us to restore it. Restoring a cancelled service requires (a) payment of any amounts still due, (b) a reactivation fee equal to 25% of one monthly fee at the current price (for example, USD 49.75 when the monthly fee is USD 199), which covers the administrative and technical work of restoring your site and chatbot, and (c) a new plan under the Terms then in effect. If you reactivate within the 60-day retention period, we restore your site and data. After that period, your data may no longer exist and we may need to rebuild your site.

7. Cancellation and termination

7.1 By you. You can cancel at any time under Section 4.5.

7.2 By us. We may suspend or end your service, with notice when reasonably possible, if you seriously or repeatedly break these Terms (including the Acceptable Use Policy in Section 10), if required by law, or if your use creates a security risk for us or others. If we end your service without cause, we refund any prepaid fees for the unused part of the term.

7.3 What happens when service ends. When service ends, your website and chatbot stop running on our platform, and your licence to use our platform ends (Section 12).

7.4 Your data after cancellation. We keep your website files, database, content and chatbot data, and their backups, for 60 days after the cancellation date. During those 60 days you can ask us for an export (Section 8.3). After 60 days we delete them, and backups are removed as they expire on their normal cycle. Some records, like invoices and acceptance records, are kept longer when the law requires it or as described in our Privacy Policy.

8. Hosting, availability, backups and migration

8.1 Availability. We host websites on reliable servers and use commercially reasonable efforts to keep the service available and working. We do not guarantee any level of uptime, we do not offer a service level agreement (SLA), and we do not offer service credits. The service may be unavailable from time to time, for example during maintenance, updates, provider outages or attacks. We try to schedule planned maintenance at times of low traffic.

8.2 Backups and updates. For sites hosted on our servers, we make regular backups and apply automated security and speed updates. Backups are a safety measure provided on a commercially reasonable efforts basis: we cannot guarantee that every backup will be complete or that a restore will always be possible. You should keep your own copy of content that is important to you.

8.3 Migration. For sites hosted on our servers:

• Migration in (free): we move your current website files, database and content to our servers, and we help you point your domain (DNS) to us. You must give us the access needed.
• Export out (free): while your service is active, and during the 60 days after cancellation, we provide on request an export of your website files, database and content in a commonly used format, together with written guidance to point your domain elsewhere. Parts of the site that depend on our proprietary platform (for example our chatbot, tools and templates) are not included in the export. Hands-on setup at another provider is not included, but can be offered as a paid add-on.

8.4 Domain names. Your domain belongs to you. If we help register or manage a domain for you, it is registered in your name or your business's name. We never keep your domain to pressure you, and we transfer control of it on request, including after cancellation, once any registration costs we paid for you are reimbursed.

9. AI chatbot

9.1 How it works. The chatbot uses third-party artificial intelligence providers to understand messages and write answers, based on the information about your business that you and we give it.

9.2 AI and recording disclosures. The chatbot tells each Visitor at the start of the conversation that they are talking to an AI assistant, and that the conversation is recorded. Our own chat on masterweb.ai does the same. You must not remove, hide or change these disclosures. You are responsible for any additional notices or consents that the law requires on your website, including your own privacy notice that describes the chatbot and its recording.

9.3 Conversation records. Chatbot conversations are stored so you can read them, follow up with leads and improve the service for you. We process Visitors' personal data on your behalf as described in the DPA.

9.4 AI output disclaimer. AI answers can be inaccurate, incomplete or out of date, even when they sound confident. The chatbot is not a substitute for professional advice. You are responsible for the business information, prices, policies and offers you give the chatbot, for reviewing the information it uses, and for the commitments you make to your Visitors. We are not responsible for decisions you or your Visitors make based on AI output, except as Section 15 allows.

9.5 Prohibited chatbot uses. You may not use the chatbot to give legal, medical or financial advice as if it came from a licensed professional, to collect sensitive data such as health information, payment card numbers or government ID numbers, to target children under 13, or for any purpose prohibited by Section 10.

10. Acceptable Use Policy

You, and anyone you allow to use the service, may not use our servers, websites or chatbot to:

• break any law, or help others break it;
• host, send or link to content that is illegal, fraudulent, defamatory, harassing, hateful, sexually exploits minors, or infringes someone else's intellectual property or privacy;
• send spam or unsolicited messages, or run phishing, scams or deceptive practices;
• distribute malware, run crypto mining, attack or scan other systems, or try to break into accounts or systems, including ours;
• overload our servers on purpose, or use resources in a way that harms other customers;
• resell, sublicense or share the service with third parties without our written permission;
• copy, reverse engineer or try to extract our source code, templates or models, except where the law allows it;
• run adult content, gambling, or other regulated activities without all required licences and age checks.

If we find a violation, we may remove the content, limit or suspend the service, and, for serious or repeated violations, end your service under Section 7.2. When possible, we tell you first and give you a chance to fix the problem.

11. Copyright complaints (DMCA)

We respect intellectual property rights and respond to notices under the Digital Millennium Copyright Act (17 U.S.C. 512).

11.1 Notice of claimed infringement. If you believe content hosted on our servers infringes your copyright, send a written notice to our designated agent that includes: (a) your physical or electronic signature; (b) a description of the copyrighted work; (c) a description and location (URL) of the material you claim is infringing; (d) your name, address, phone number and email; (e) a statement that you have a good faith belief that the use is not authorized by the copyright owner, its agent or the law; and (f) a statement, under penalty of perjury, that the information in the notice is accurate and that you are the copyright owner or authorized to act for the owner.

11.2 Designated agent. Send notices to our designated copyright agent at [email protected], or by mail to Carrera 64 No. 24-47, Bogota 111321, Colombia.

11.3 Takedown and counter-notice. When we receive a valid notice, we remove or disable access to the material and tell the Customer who posted it. The Customer may send a counter-notice that meets 17 U.S.C. 512(g)(3). If we receive a valid counter-notice, we may restore the material after 10 to 14 business days unless the complaining party tells us it has filed a court action.

11.4 Repeat infringers. We end, in appropriate circumstances, the service of Customers who are repeat infringers.

12. Ownership and licences

12.1 Your content and data. You keep ownership of your content (texts, images, logos, products, prices), your business data, your Visitors' data and your domain name. You give us a non-exclusive licence to host, copy, adapt and display your content only as needed to provide the service and, if you agree separately, to show your website in our portfolio.

12.2 Our platform. We and our licensors own the platform, software, chatbot, templates, tools, design systems, know-how and all improvements to them. While your service is active and paid, we give you a non-exclusive, non-transferable licence to use them as part of the service. That licence ends when the service ends.

12.3 Your custom design. Design elements created specifically for your business (for example, your page layouts, graphics made for you and the texts we write for your site) become yours to keep and reuse once you have paid all fees for your initial 12-month term. Until then, we grant you a licence to use them while your service is active. Underlying templates, code and components that we reuse for other customers remain ours.

12.4 Feedback. If you send us ideas or suggestions, we may use them without any obligation to you.

12.5 Third-party materials. Fonts, images, plugins or other third-party materials used in your site are subject to their own licences.

13. Confidentiality and privacy

13.1 Confidentiality. Each party keeps the other's non-public business information confidential and uses it only to perform these Terms, except when disclosure is required by law. Our handling of personal data is described in our Privacy Policy and, for your Visitors' data, in the DPA.

13.2 Sharing within the Masterweb group. You agree that we may share your information, and the information of your contacts, among the brands of our group (Masterweb Solutions, Masterweb AI, Thryp and Senty) for management, service delivery, support, billing and analytics. We never sell or rent personal information to third parties. Other third parties receive personal information only as our processors (for example hosting, AI and email providers), under a written contract, and only to provide their service to us. Your Visitors' data is used only to provide the service to you, as the DPA describes. Receiving advertising from these brands requires your separate consent (Section 1.2).

14. Warranty disclaimer

EXCEPT AS EXPRESSLY STATED IN THESE TERMS, THE SERVICE, INCLUDING HOSTING, BACKUPS, MIGRATIONS AND THE AI CHATBOT, IS PROVIDED "AS IS" AND "AS AVAILABLE". TO THE FULLEST EXTENT ALLOWED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR-FREE, THAT BACKUPS WILL ALWAYS BE AVAILABLE, THAT AI OUTPUT WILL BE ACCURATE, COMPLETE OR APPROPRIATE, OR THAT THE SERVICE WILL PRODUCE ANY PARTICULAR SALES, LEADS, RANKINGS OR OTHER RESULTS.

15. Limitation of liability

TO THE FULLEST EXTENT ALLOWED BY LAW:

15.1 NEITHER PARTY IS LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST REVENUE, LOST SALES, LOST DATA OR BUSINESS INTERRUPTION, EVEN IF IT WAS TOLD THEY WERE POSSIBLE.

15.2 EACH PARTY'S TOTAL LIABILITY FOR ALL CLAIMS RELATED TO THESE TERMS OR THE SERVICE IS LIMITED TO THE FEES YOU PAID US UNDER THESE TERMS IN THE 12 MONTHS BEFORE THE EVENT THAT GAVE RISE TO THE CLAIM.

15.3 These limits do not apply to your obligation to pay fees, to your indemnity obligations in Section 16, or to liability that cannot be limited by law, such as liability for fraud or intentional misconduct.

16. Your indemnity

You will defend and indemnify us, and our officers, employees and contractors, against third-party claims, and the related losses, damages and reasonable legal fees, that arise from: (a) your content or your Visitors' data that you ask us to process; (b) your products, services, offers and statements to Visitors, including those given through the chatbot based on information you provided; (c) your breach of these Terms, including Section 10; or (d) your failure to give notices or obtain consents that the law requires on your website. We will tell you promptly about the claim and cooperate reasonably, and you may not settle a claim that imposes obligations on us without our written consent.

17. Force majeure

Neither party is responsible for delays or failures caused by events beyond its reasonable control, such as natural disasters, hurricanes, fires, floods, war, terrorism, civil unrest, government actions, epidemics, labor disputes, power or internet failures, failures of hosting, AI or other third-party providers, or large-scale cyberattacks. This section does not excuse payment obligations for service already provided.

18. Changes to these Terms

We may update these Terms from time to time. We will post the new version with a new version number and effective date. For material changes, we notify you by email at least 30 days before they take effect, and we ask you to accept them again through a checkbox in your account or chat. If you do not accept a material change, you may cancel before it takes effect, and the previous Terms continue to apply until the end of the period you already paid for. Changes required by law, or changes that only benefit you, may take effect sooner.

19. Governing law and venue

These Terms are governed by the laws of the State of Florida and applicable federal law, without regard to conflict of laws rules. Subject to Section 20 if it applies, the state and federal courts located in Orange County, Florida, have exclusive jurisdiction over any dispute related to these Terms or the service, and each party consents to the personal jurisdiction of those courts. Either party may bring a claim in small claims court if the claim qualifies.

20. Arbitration

20.1 Except for the claims listed in Section 20.3, any dispute related to these Terms or the service will be resolved by final and binding arbitration under the Federal Arbitration Act, administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules, before one arbitrator, in Orange County, Florida, or by video conference.

20.2 Class action waiver. Each party may bring claims against the other only individually, and not as a plaintiff or class member in any class, collective or representative proceeding.

20.3 Exclusions. This section does not apply to (a) claims to collect unpaid fees, (b) claims that qualify for small claims court, and (c) claims for injunctive relief to protect intellectual property or confidential information. Those claims follow Section 19.

20.4 Opt-out. You may opt out of this Section 20 by emailing [email protected] within 30 days after you first accept these Terms.

21. General

21.1 Electronic communications and notices. You agree to receive notices, reminders, invoices and other communications by email or in your account. Notices to us must be sent to [email protected]. Notices to you are sent to the email address on your account, and you must keep it up to date.

21.2 Independent contractors. The parties are independent contractors. Nothing in these Terms creates a partnership, joint venture or employment relationship.

21.3 Assignment. You may not transfer these Terms without our written consent. We may transfer them as part of a merger, acquisition or sale of assets, with notice to you. We may also assign these Terms, the DPA and your plan to a United States company of our group that takes over the service. We will notify you by email at least 30 days before such an assignment, your price and plan conditions will not change because of it, and you may cancel under Section 4.5 if you do not agree.

21.4 Entire agreement. These Terms, together with the Privacy Policy, the DPA and your order, are the entire agreement between the parties about the service.

21.5 Severability and waiver. If any part of these Terms is found unenforceable, the rest stays in effect. Not enforcing a right is not a waiver of that right.

21.6 Language. These Terms are offered in English and Spanish. If the versions differ, the English version controls.

22. Contact

TECNOLOGIA MASTERWEB SAS (NIT 900.947.569-8), operating the Masterweb AI brand Carrera 64 No. 24-47, Bogota 111321, Colombia Email: [email protected]