Terms of Service
These Terms of Service (the “Terms”) govern your use of MyGorilla, the help desk and email support service available at https://mygorilla.com (the “Service”), provided by XT4 Enterprises (“XT4”, “we”, “us”). By creating an account or using the Service you agree to these Terms. If you use the Service on behalf of a company or other organization, you represent that you have authority to bind it, and “you” refers to that organization.
1. The Service
MyGorilla turns email sent to your support mailbox into tickets that your team can assign, discuss and answer. To do this you may connect a Gmail, Google Workspace or Microsoft 365 mailbox, and the Service will read messages in that mailbox, store them as tickets, and send replies from the same mailbox on your behalf. You control which mailboxes are connected and can disconnect them at any time.
2. Accounts and workspaces
You must provide accurate information when you register and keep your sign-in credentials confidential. A workspace is the organization you create in the Service; the people you invite to it are agents. You are responsible for the actions of everyone who uses the Service through your workspace, and for all content your agents submit.
3. Plans, fees and payment
- A workspace with a single agent is free.
- From the moment a second agent joins, every agent seat in the workspace, including the first, is billed at $25 per agent per month (plus applicable taxes), charged in advance each month to the payment method on file. Seats are counted from the members of your workspace and adjusted automatically, with proration, as agents are added or removed.
- Coupon codes we issue reduce the per-agent price for the period stated with the code. We may stop accepting a code at any time; a discount already applied to your subscription continues for its stated period.
- Fees are non-refundable except where required by law. You can cancel at any time; cancellation takes effect at the end of the current billing period, after which the workspace must return to a single agent to remain in use.
- If a payment fails we may suspend access until it is resolved. We may change prices with at least 30 days’ notice by email or in the Service; changes apply from your next billing period.
Payments are processed by Stripe. We do not store your card details.
4. Your content and data
You own the emails, tickets, customer records and other content processed through the Service (“Customer Data”). You grant us a limited license to host, process, transmit and display Customer Data solely to provide, secure and support the Service for you. We do not sell Customer Data, use it for advertising, or use it to train generalized machine-learning models. Our handling of personal data is described in our Privacy Policy, which forms part of these Terms.
When you connect a mailbox you authorize us to access it through the provider’s API using the permissions you approve. You confirm that you are entitled to grant that access, including under any policies of your employer or email provider, and that your use of email through the Service complies with applicable law.
5. Acceptable use
You agree not to use the Service to:
- send unsolicited bulk email, spam or phishing messages, or otherwise violate anti-spam laws;
- infringe anyone’s rights, or upload content that is unlawful, defamatory or malicious;
- probe, scan or test the vulnerability of the Service, or interfere with its operation;
- access another customer’s workspace or data without authorization;
- resell the Service or use it to build a competing product; or
- connect a mailbox you do not own or are not authorized to manage.
We may suspend or terminate accounts that violate these rules.
6. Availability and support
We work to keep the Service available and reliable, but it is provided without an uptime guarantee. We may change, add or remove features, and we will give reasonable notice of changes that materially reduce the Service. Support is available by email at [email protected].
7. Intellectual property
The Service, including its software, design and trademarks, belongs to XT4 and its licensors. These Terms do not grant you any right to use our trademarks. Feedback you give us may be used without obligation to you.
8. Termination
You may close your workspace at any time from the Service or by emailing us. We may suspend or terminate your access if you breach these Terms, if required by law, or on 30 days’ notice for any reason. On termination we will disconnect mailboxes and delete Customer Data within 30 days, except where retention is required by law or in routine backups that expire on their own schedule. Sections 4, 7, 9, 10 and 11 survive termination.
9. Disclaimers
THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE”. TO THE FULLEST EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE OR SECURE, OR THAT EMAIL WILL BE DELIVERED. EMAIL PROVIDERS MAY CHANGE OR WITHDRAW API ACCESS AT ANY TIME, WHICH MAY AFFECT CONNECTED MAILBOXES.
10. Limitation of liability
TO THE FULLEST EXTENT PERMITTED BY LAW, XT4 ENTERPRISES WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, DATA OR GOODWILL, ARISING OUT OF OR RELATED TO THE SERVICE. OUR TOTAL LIABILITY FOR ALL CLAIMS IN ANY TWELVE-MONTH PERIOD WILL NOT EXCEED THE FEES YOU PAID US FOR THE SERVICE IN THAT PERIOD, OR ONE HUNDRED US DOLLARS IF YOU HAVE PAID NO FEES.
11. Indemnity
You will defend and indemnify XT4 against claims arising from your Customer Data, your use of the Service in breach of these Terms, or your violation of law or third-party rights.
12. Governing law and disputes
These Terms are governed by the laws of the United States and of the state in which XT4 Enterprises is organized, without regard to conflict-of-law rules. Before filing a claim, each party agrees to try to resolve the dispute informally by contacting the other; if that fails, claims will be brought in the state or federal courts located where XT4 is organized, and you consent to their jurisdiction.
13. Changes to these Terms
We may update these Terms from time to time. We will post the new version at https://mygorilla.com/terms and update the effective date, and for material changes we will notify workspace admins by email or in the Service at least 14 days before they take effect. Continued use after that date means you accept the updated Terms.
14. Contact
Questions about these Terms: [email protected]. Support: [email protected].