Terms of Service

1. The Services

Blaze provides AI support tooling for Discord servers and a no-code website builder for gaming communities and brands. Blaze Bot answers support tickets in your server itself and hands a ticket to your staff when it cannot resolve it. We may add, change, or remove features over time. We aim for high availability but the Services are provided on an "as available" basis.

2. Accounts and eligibility

You sign in through Discord's OAuth2. You are responsible for activity under your account and for the security of your Discord account. You must be at least 13 years old, or the minimum digital-consent age in your jurisdiction, and old enough to use Discord.

3. Acceptable use

You agree not to:

• Use the Services to break the law or to violate the rights of others.
• Violate Discord's Terms of Service, Community Guidelines, or Developer policies.
• Attempt to gain unauthorised access to the Services, other tenants' data, or our infrastructure.
• Abuse, overload, reverse-engineer, or disrupt the Services, or circumvent usage limits and security controls.
• Upload unlawful content, malware, or content you do not have the rights to use.
• Use the Services to send spam or to harvest data about users without a lawful basis.

4. Your content and data

You retain ownership of the content and data you and your community submit through the Services. You grant us the limited licence needed to host and process it in order to provide the Services. You are responsible for having a lawful basis to collect and process your end users' data, and for your own privacy disclosures to them. Our handling of data is described in our Privacy Policy.

Data processing. When you use Blaze Bot, we process personal data on your behalf. Our data processing agreement at blaze-hq.net/legal/dpa is part of these Terms and applies to all use of Blaze Bot.

5. Plans, prices and VAT

Paid plans are billed in advance through our payment processor (Stripe) on a recurring basis until cancelled. A plan applies to the one Discord server you bought it for.

All prices are stated in US dollars (USD) and exclude VAT. VAT is calculated and added on top of the listed price at checkout, based on the billing country and any VAT number you enter there. The total you will be charged, including VAT, is shown before you confirm the purchase.

If you change plan while a subscription is running, the change is made on the subscription you already have. The unused part of the old price is credited and the new price charged on your next invoice; we do not open a second subscription alongside the first. We may change pricing with reasonable prior notice.

6. Right of withdrawal (consumers)

If you are a consumer in the EU/EEA, you have the right to withdraw from a purchase within 14 days of entering into the agreement, without giving any reason.

How to withdraw. Tell us before the 14 days are up, by an unequivocal statement — an email to [email protected] is enough. You may use the standard withdrawal form in the Consumer Rights Directive, but you do not have to. We will refund what you are owed without undue delay and no later than 14 days after we receive your notice, using the same means of payment you used. What you are owed is set out just below.

Immediate delivery, and what it does to the right of withdrawal. A Blaze Bot plan starts working as soon as you buy it: your server is moved onto the plan immediately. Before you can pay for a Blaze Bot plan, checkout asks you to tick a box that says:

"I have read the Terms of Service and I expressly request that Blaze begins providing the service immediately. I understand that I lose my right of withdrawal once the service has been fully performed — when the period I am paying for has run out — and that if I withdraw before then, I pay a proportionate amount for what has already been supplied."

After you pay, we send that sentence to you as a Discord direct message, so you have your own copy. For a Blaze Bot plan bought this way:

• You keep the right for 14 days, unless the period you paid for runs out first — at that point the service has been fully performed and the right is gone.
• If you withdraw within those 14 days, we refund what you paid minus a proportionate amount for the part of the period we had already supplied. On a monthly plan that is roughly the days you had it.
• We do not charge anything else for withdrawing.

Changing plan. Plans are changed in your Blaze dashboard. A plan change does not go through checkout, so the dashboard asks you to tick the same box before it makes the change, and we send you the same copy afterwards. The three points above then apply to the change, counted from the day you made it.

Blaze Sites. Paid Blaze Sites plans do not ask for this consent. If you buy one as a consumer and withdraw within 14 days, we refund what you paid, in full.

The Free plan costs nothing, so there is nothing to withdraw from. The right of withdrawal applies to consumers; it does not apply where you buy as a business.

7. Cancellation, downtime credit and refunds

How to cancel.You cancel from the billing portal in your Blaze dashboard, which opens our payment processor's portal for your subscription. You can cancel at any time.

What happens when you cancel. Your paid plan and its limits keep working until the subscription ends at our payment processor — cancelling does not cut the plan off mid-period, and we do not charge you again after it ends. When the subscription ends, the server moves to the Free plan.

Moving to a smaller plan shortens how long we keep your tickets. Ticket history is kept for the retention period of the plan the server is on at the time: 15 days on Free, 90 days on Blaze+, 2 years on Blaze++. When a server moves down, closed tickets older than the new, shorter period are deleted automatically. Export anything you want to keep before you cancel. This is described in section 6 of the Privacy Policy.

If Blaze Bot cannot answer on your server. On a paid plan, if the assistant is unable to answer on your server for more than three days in a row, we credit those days on your next invoice. The credit is what those days cost you on your plan. It is a credit on an invoice, never a cash payment: if you have cancelled and there is no next invoice, no credit is given.

How we count a day.From our own records, not from a report, by the calendar day in Danish time. A day counts as down when either the assistant could not answer at all that day — for example because Blaze Bot was not connected to Discord or our service was down — or tickets were opened on your server and it answered none of them. A day on which it answered at least once is not down, and neither is a day with no tickets while it was running. "More than three days in a row" means more than three down days back to back; any other day ends the run. Tell us anyway; we will look.

What does not count. Days where the reason the assistant did not answer was not ours:

• The server was on the Free plan, or the subscription was not paid for those days.
• The plan's AI allowance for that day or that month had been used up. That is the plan working as sold, not an outage.
• Blaze Bot had been removed from the server, was switched off in your settings, did not have the Discord permissions it needs, or AI data processing had not been switched on.
• Your knowledge base was empty or had nothing covering the question, so the assistant handed the ticket to your staff as it is designed to.
• Discord itself was down, or you asked us to pause the service.

If an outage crosses a billing date. All of the days are credited together on the first invoice after the outage ends, including the days that fell in a period you had already been billed for.

Refunds. The credit above is the only refund we give of our own accord. Apart from it, apart from your right of withdrawal in section 6, and apart from any refund required by mandatory law, fees already paid are not refunded. We do not pro-rate a cancellation, and we do not refund a period you have started.

8. Third-party services

The Services integrate with third parties including Discord, our payment processor, and AI providers. Your use of those services is subject to their own terms. The sub-processors we use are listed in our Privacy Policy and in Annex 1 of our data processing agreement. Blaze is not affiliated with, endorsed by, or sponsored by Discord, and "Discord" is a trademark of its owner.

9. Intellectual property

The Services, including our software, branding and content (excluding your content), are owned by Blaze and protected by law. We grant you a limited, non-exclusive, non-transferable right to use the Services in accordance with these Terms.

10. Disclaimers and limitation of liability

The Services are provided "as is" and "as available" without warranties of any kind, to the maximum extent permitted by law. Blaze Bot answers tickets with AI, and an AI answer can be wrong or incomplete; you decide what to put in your knowledge base, which questions the bot handles, and when a ticket goes to your staff, and you remain responsible for the support your community receives. To the maximum extent permitted by law, Blaze will not be liable for indirect, incidental, or consequential damages, and our total liability arising from the Services is limited to the amount you paid us in the twelve months before the claim. Nothing in these Terms excludes liability that cannot be excluded by law.

11. Termination

You may stop using the Services at any time by removing the Blaze product from your server and deleting your account. We may suspend or terminate access if you breach these Terms or use the Services in a way that risks harm to others or to the platform. On termination, data is handled as described in the Privacy Policy and, for Blaze Bot, our data processing agreement.

12. Indemnification

To the maximum extent permitted by law, you agree to indemnify and hold harmless Blaze and its operators from any claims, damages, liabilities and expenses (including reasonable legal fees) arising out of your use of the Services, your content, your handling of your end users' data, or your breach of these Terms or of any third-party terms (including Discord's).

13. Governing law and disputes

These Terms are governed by the laws of Denmark, without regard to conflict-of-laws rules, and the courts of Denmark will have jurisdiction over any dispute, unless mandatory consumer-protection law in your country of residence provides otherwise. Nothing in these Terms limits any statutory rights you have as a consumer that cannot be waived by agreement.

14. Changes to these Terms

We may update these Terms from time to time. Material changes will be reflected by the "Last updated" date above and, where appropriate, communicated in-product. Continued use after changes take effect constitutes acceptance.

15. Contact

Questions about these Terms? Write to the address under Who is responsible above: [email protected].