Terms of Service

Last updated: 27 May 2026.

These Terms of Service govern the AcelleMail products and services sold directly from this website by Basic Technology Software Company Limited (Vietnam): the AcelleMail application license, support subscriptions, AI credits, premium plugins, and custom development services. We are the sole supplier, payment counterparty, and support contact for all of them.

Quick links: Supplier · What the Service is · Pricing & billing · Refunds · Acceptable use · Data & privacy · Warranties · Termination & changes · Complaints & disputes

Who you are buying from

Our products and services are supplied by Basic Technology Software Company Limited ("we", "us", "the Supplier"), a company registered in the Socialist Republic of Vietnam, business registration number (ĐKKD) 0315400019, registered address 1202 Nguyen Van Qua, Tan Thoi Hiep, Ho Chi Minh City 700000, Vietnam. Support contact: support@acellemail.com.

What the Service is

The Acelle Support & Service Entitlement is the recurring subscription that backs an active AcelleMail installation. Depending on the tier you choose (Essential, Plus, Pro, or Max), the Service may include:

Access to product updates and the public support knowledge base.
Email support (priority on higher tiers; standard on Essential).
Installation and upgrade assistance from our engineers.
AI credits consumable through the optional AcelleMail AI plugin (available from Plus and above).
Premium plugins and early access to new features (Pro and above).
Custom plugin development services scoped to the Acelle ecosystem (Max).

The exact contents of each tier are described on the support plans page. The Service is delivered into your AcelleMail installation or directly from this website where applicable. The AcelleMail application license is sold separately on this website — you must hold a valid AcelleMail license to use most components of the Service.

Where the Service includes AI features, those features rely on third-party large language model providers (such as OpenAI and Anthropic) operating as our sub-processors. We do not guarantee any specific model, response time, or output quality; AI outputs are statistical and may contain errors, omissions, or fabricated information. You are responsible for reviewing AI output before sending it to your subscribers.

Pricing and billing

The Acelle Support & Service Entitlement is sold in two combinable forms:

Subscription plans. A recurring monthly or quarterly fee tied to a tier (Essential, Plus, Pro, Max) that includes the entitlements described on the support plans page, including a base allotment of AI credits where applicable to that tier. Subscriptions auto-renew at the end of each period at the then-current price until cancelled. You can cancel at any time from your account billing page; cancellation stops the next renewal but does not retroactively refund the current period unless required by local consumer law.
Credit packs. A one-time top-up of additional AI request credits, available to subscribers whose tier includes AI features. Credits do not expire as long as your account remains in good standing. Credits are consumed by request volume and by the unit cost of the model used (the per-model cost is shown in your account dashboard before each request).

Unused subscription allotment from a billing period does not roll over. Credit-pack balance is consumed only after the subscription allotment for the current period is exhausted.

All prices on this website are shown exclusive of tax. Any applicable VAT / GST / sales tax is calculated at checkout based on your billing location and added to the order total where we are required to collect it under the law of your jurisdiction.

Refunds

Detailed refund rules (SaaS subscription, add-on / credit pack, perpetual license / one-off) are described in the Refund & Returns Policy, including per-product-type windows, refund request process, and exceptions.

Acceptable use

You may not use the Service, directly or indirectly, to:

Generate or distribute content that violates applicable law in your jurisdiction or in the jurisdiction of the recipients — including unsolicited commercial email at scale that breaches CAN-SPAM, GDPR, CASL, PECR, or equivalent anti-spam regimes.
Generate sexually explicit content, content sexualising minors, content depicting non-consensual acts, or content promoting violence, self-harm, or terrorism.
Generate content that infringes copyright, trademark, trade secret, or other intellectual-property rights of third parties.
Generate deepfake imagery, voice clones, face-swaps, or other synthetic media impersonating real persons without their documented consent.
Generate misleading medical, legal, or financial advice presented as professional opinion; generate content for pseudo-scientific or fraudulent claims.
Generate content for pyramid schemes, multi-level marketing, fake reviews, fake testimonials, or other deceptive marketing.
Probe, reverse-engineer, scrape, or attempt to extract training data, model weights, or system prompts from the Service or from its underlying model providers.
Resell or sublicense the Service to third parties as a standalone API, or wrap it in a competing product offered to the public.
Use Service deliverables (premium plugins, custom-developed code, support artefacts) outside the AcelleMail installation tied to the subscription.
Operate the Service in industries or for purposes prohibited by the upstream LLM provider's usage policies or by applicable law.

We may suspend or terminate your access to the Service without refund if we determine, in good faith, that you have materially violated this acceptable use policy. For ambiguous cases we will reach out before suspending where the situation allows.

Data, privacy, and confidentiality

Support tickets, prompts you submit to the AI features of the Service, and the outputs returned are processed by us and by the underlying model providers solely to deliver and improve the Service. We do not sell prompts, outputs, or support content to third parties, and we do not use customer prompts to train our own models. Where Service data contains personal data of your subscribers, you are the data controller and we are the data processor within the meaning of Vietnam's Personal Data Protection Law (in force 1 January 2026) and Decree 13/2023/NĐ-CP; full handling, retention, the sub-processor list, and cross-border-transfer detail are documented in our Privacy Policy.

Service availability and warranties

The Service is provided on a commercially reasonable best-effort basis without an explicit service-level agreement. AI outputs are statistical and unverified; you must independently review AI-generated content before relying on it for business decisions or sending it to subscribers. To the maximum extent permitted by law, the Service is provided "as-is" without warranty of any kind. Our maximum aggregate liability for any claim arising out of the Service or the AcelleMail application license in any rolling 12-month period is capped at the amount you actually paid us in that period.

Suspension, termination, and changes

Either party may terminate the relationship at any time: you by cancelling your subscription and not purchasing further credits, us by giving you written notice via the email address on your account. We may suspend access immediately for material breach of acceptable use, for non-payment after a 7-day grace period, or where required by law. On termination, unused credit-pack balances remain refundable only within the 14-day window described above. Your perpetual AcelleMail application license, once purchased, is not affected by termination of the subscription.

We may change these terms — for instance to add a new model, change tier pricing, or update acceptable use to reflect upstream provider policy. Material changes will be announced by email to the address on your account at least 30 days before they take effect; you may cancel and request a pro-rata refund of the unused portion of any prepaid subscription if you do not agree to a material change.

Complaints and dispute resolution

Send complaints to support@acellemail.com. We aim to acknowledge within 2 business days and to provide a substantive response within 10 business days. Disputes that cannot be resolved between us are governed by the laws of the Socialist Republic of Vietnam and subject to the exclusive jurisdiction of the competent courts in Vietnam, without prejudice to mandatory consumer-protection rights you may have under the laws of your country of habitual residence.

Contact

Application license, subscription billing, support, refunds, AI credits, premium plugins, and custom development: support@acellemail.com.