Terms of Service

These Terms of Service (the "Terms") form the contract between you and Groupe Echo Inc., a corporation incorporated in Quebec, NEQ 1182473588, whose registered office is at 2390, rue du Cardinal, Terrebonne (Quebec) J7M 0B6 ("Groupe Echo", "we", "us").

"Echo" and "Echo Support" are product names: Groupe Echo Inc. is the only company you contract with. To reach us: contact@echo-group.ca, or by mail at the registered office.

• Service: Echo Support, online customer support software. It includes a chat widget to install on your website, an assistant that answers using artificial intelligence (AI), a knowledge base, conversation and contact management, and a dashboard.
• Customer: the person or company that creates an account and accepts these Terms.
• Organization: the workspace the Customer creates in the Service for its company or team.
• User: any person the Customer authorizes to access its Organization.
• Visitor: any person who writes to the Customer through the widget installed on the Customer's website.
• Customer Content: the documents, conversations, contacts and other data that the Customer, its Users or its Visitors add to the Service.
• AI-handled conversation: a conversation in which the AI assistant produced at least one answer.

To use the Service, you create an account by providing accurate and up-to-date information. You are responsible for the confidentiality of your credentials and for all activity under your account, including by the Users you invite. If you accept these Terms on behalf of a company, you represent that you are authorized to bind it.

You agree to:

• Use the Service in accordance with its intended purpose and applicable laws
• Not attempt to circumvent security measures or the limits of your plan
• Not use the Service for illegal or abusive purposes
• Not import unlawful or defamatory content, or content that infringes third-party rights
• Respect the intellectual property rights of Groupe Echo and third parties
• Not use public endpoints (widget, API) for spam or attacks

The Service is offered as a free plan and several paid plans. The price and volumes of each plan (conversations per month, users, knowledge base documents, history length, type of support) are those shown on our Pricing page when you subscribe.

• The free plan does not include the AI assistant.
• Paid plans include every feature of the Service; they differ only in their volumes and support.
• The "Powered by Echo" mention appears in the widget on every plan.
• The volumes of each plan are hard caps: no overage is ever billed. Once the number of conversations included in your plan for the month is reached, the widget opens no new conversation until the first day of the following month.

Paid plans are billed monthly, in advance, in Canadian dollars (CAD). Displayed prices exclude taxes: applicable taxes, namely GST and QST for a customer in Quebec, are added to the price. There is no annual subscription.

• No commitment: no minimum term.
• Automatic renewal: your subscription renews every month, and the saved payment method is charged at the start of each period, until you cancel.
• Payment: payments are processed by Stripe; your card numbers never pass through our servers.
• Price changes: we notify you by email at least 30 days before any price increase. You may cancel at no cost before it takes effect.

You may cancel your subscription at any time by writing to contact@echo-group.ca. The dashboard does not yet let you cancel on your own. We confirm the cancellation by email.

Cancellation takes effect at the end of the monthly period already paid: you keep access to your plan until that date, and no further payment is charged. If a renewal is nevertheless charged after your request, it is refunded.

Deleting an organization from the dashboard does not cancel the subscription: write to us. Cancelling does not delete your data either; to have it destroyed, see section 11.

We may suspend or terminate your access in the event of a serious breach of these Terms (for example illegal use, an attack or spam), notifying you when circumstances allow.

A started month of subscription is not refunded if at least one conversation was handled by the AI during that month.

If no conversation was handled by the AI during that month, it is refunded upon written request to contact@echo-group.ca. The refund is paid to the payment method used.

This policy applies without prejudice to the rights the law grants consumers.

On paid plans, the assistant's answers are generated by a third-party language model (currently DeepSeek V4 Flash), which we access through OpenRouter; Cohere computes the knowledge base search vectors ("embeddings"). Part of this processing takes place outside Canada, as explained in our Privacy Policy.

An AI-generated answer may be inaccurate or incomplete. These answers are provided for information only, and Groupe Echo does not guarantee their accuracy. It is up to you to keep your knowledge base up to date and to check the answers given to your Visitors.

The Service, its source code, interfaces and documentation belong to Groupe Echo Inc. You retain full ownership of Customer Content. You grant us only the right to host it, process it and transmit it to our subprocessors to the extent needed to provide the Service to you.

By using the Service, you entrust us with personal information about your own customers: your Visitors' conversations, the contacts you import, the documents in your knowledge base. For this information, you remain the person responsible under Quebec's Act respecting the protection of personal information in the private sector, and Groupe Echo Inc. acts as your mandatary. This section sets out our commitments in that role (section 18.3 of that Act).

Our commitments

• Limited use: we use this information only to provide the Service to you, keep it secure and answer your support requests. We do not sell it and use it for no other purpose.
• Confidentiality: only the people at Groupe Echo Inc. who need it to operate the Service have access to it, and they are bound by confidentiality. The security measures in place are described in our Privacy Policy.
• Subprocessors: OVH Hosting Inc. hosts the application and database in Beauharnois (Quebec). OpenRouter, Inc. (United States) receives every message handled by the AI and routes it to the provider that runs the language model. Cohere Inc. computes the knowledge base embeddings. Messages handled by the AI therefore leave Canada. The Privacy Policy keeps the full list up to date.
• Incidents: we notify you without delay of any confidentiality incident affecting this information that comes to our attention, and we cooperate with the measures and reports the law requires of you.
• Verification: upon request to vie-privee@echo-group.ca, we answer your questions about how this information is protected.
• End of contract: when your subscription ends, or at any time, you may ask in writing at vie-privee@echo-group.ca that this information be destroyed. We confirm the destruction in writing once it is done. Two automatic deletions take place: files attached to a conversation are deleted as soon as it is marked resolved; and each conversation is deleted, with its messages and attachments, once its last message is older than your plan's history period (7 days, 1 month, 3 months or 1 year, as shown on the Pricing page). After moving to a smaller plan, the previous period still applies for 30 days. Contacts, settings and the knowledge base are kept as long as the account exists. Backups are overwritten on their normal cycle.

Your responsibilities

• Inform your Visitors and contacts, and obtain the required consents, in particular about the use of an AI assistant and about their messages being communicated outside Quebec.
• Add to the Service only the information useful for your customer support, and avoid adding sensitive information (health, social insurance numbers, banking details): it is not masked before being sent to the language model.
• Forward to us your customers' requests (access, correction, deletion) that require our involvement.

We strive to keep the Service available, without guaranteeing that it will be free of interruptions. Interruptions may occur for maintenance, for updates or because of an outage at a provider.

Without prejudice to the rights the law grants consumers, and except in the case of intentional or gross fault on our part:

• Groupe Echo Inc. is not liable for indirect damages, such as loss of profits, customers or data, resulting from the use of the Service or the inability to use it;
• its total liability is limited to the amounts you paid it for the Service during the 12 months preceding the event giving rise to the claim.

We may change these Terms, for example to reflect a change in the Service or in the law. For any significant change, we notify you by email at least 30 days before it takes effect, showing you the new clause and its effective date. If you refuse the change, you may cancel at no cost before that date. Otherwise, continued use of the Service after that date constitutes acceptance. The date of the version in force appears at the top of this page.

This clause applies without prejudice to the rights the law grants consumers.

These Terms are governed by the laws of Quebec and the federal laws of Canada that apply there. They are written in French; this English version is provided for convenience, and the French version prevails in case of discrepancy.

In the event of a dispute, please write to us first at contact@echo-group.ca: we will seek an amicable solution. Failing that, the dispute falls under the competent courts of Quebec, without prejudice to the rights the law grants consumers.

Groupe Echo Inc.
2390, rue du Cardinal, Terrebonne (Quebec) J7M 0B6, Canada
Subscription, cancellation, refunds and general questions: contact@echo-group.ca
Personal information: vie-privee@echo-group.ca