Terms of service

Support Proof is operated by Media Yard LLC, a limited liability company organised in New Jersey. These terms govern your use of it. Last updated 15 September 2026.

Who may use it

The service is for businesses, not for personal or household use. If you accept these terms for a company or other organisation, you confirm you are at least 18 and have authority to bind it, and "you" means that organisation.

Your account

You need an account to use the service. You are responsible for what happens under it, including anything done by people you invite. Sign-in is by one-time link to an email address you control; keeping that mailbox secure is your side of the arrangement.

What you may and may not do

Use it to answer your own customers' questions. Do not use it to break the law, to impersonate someone, to send unsolicited bulk messages, or to process categories of personal data it is not built for - health records, payment card numbers and government identifiers among them. The agent files refund requests; it never moves money.

The beta

The service is in private beta. Features may change, be limited or be withdrawn while it is, and anything we label beta or pre-release is provided as is and outside any commitment in these terms. We will tell you by email before we withdraw a feature you use.

Your content, and what the agent writes

You own your content: the knowledge base you publish, your configuration, and the conversations your customers have with your agent. As between you and us, you also own the output the agent writes for you, to the extent any rights exist in it. The same or similar text may be written for someone else, because that is how language models work.

You give Media Yard LLC a licence to host, copy, process and display your content only to provide the service to you, as the data-processing agreement describes. You confirm you have the rights to the content you upload.

We own the service and the software behind it. Counts and rates from your account appear only on your dashboard, and on your trust page and in the Verified Index if you choose to publish one.

Training

We do not use your content to train AI models, and we do not build a shared model across customers. The providers we send text to are named in the data-processing agreement, and the AI policy says more.

Feedback

If you send us suggestions, we may use them without owing you anything. We will not name you as their source without asking.

What the figures mean, and what they do not

The service reports what it measured. It does not promise that a number will be favourable, and a published record is a record of what happened rather than a warranty about what will. Rates are withheld below 30 conversations, because a percentage over a smaller denominator swings on single cases.

Nothing here is a guarantee of a resolution rate. We do not offer one, and we would rather say so than define a number we control and sell you a promise about it.

Publishing a record

A trust page is yours to publish and yours to withdraw. While it is public it shows the last 30 days from the same ledger your dashboard reads. Withdrawing removes it, and removes your figures from the next read of the Verified Index. We do not keep a public copy after you withdraw.

Fees, tax and renewal

Paid plans are billed monthly in advance through our payment provider, and each renews every month until you cancel. We never see your card number. The trial is a hard cap: it stops and tells you rather than beginning to charge.

Prices exclude taxes. Where the law requires us to charge sales tax, VAT or a similar tax, it is added at checkout, and you are responsible for any other taxes on your purchase apart from taxes on our income.

You can cancel at any time through the provider's portal; cancellation takes effect at the end of the month you have paid for, and there is no charge after that. We will tell you by email at least 30 days before a price change applies to you, and it applies from your next billing month, so you can cancel first.

Suspension

We may suspend an account straight away if it puts the service or other customers at risk, is being used unlawfully or against these terms, or has an unpaid bill we have told you about. We will tell you why, unless the law stops us, and restore it once the problem is fixed.

Ending the agreement

You can end it at any time by cancelling your plan and closing your account. Either of us may end it if the other materially breaches these terms and does not fix the breach within 30 days of being told.

We may also end it for any other reason with at least 30 days' notice by email, and we will refund any fees you have paid for time after it ends. What you owe for use before it ends stays owed, and the sections that by their nature should survive - ownership, liability, indemnity and the general terms - do.

Getting your data out

While your account is open you can export all your conversation data, in JSON Lines or CSV, and delete any conversation or everything before a date, yourself and without charge, through the admin API described in the documentation. The notice period above is your window to export before we end an account. After an account closes, we delete your conversation data as the data-processing agreement sets out.

Availability

We do not offer an uptime commitment. Inventing a service level we would not meet is the same class of error as inventing a resolution rate we cannot support.

If a claim is about your content

If someone brings a claim against Media Yard LLC because of content you uploaded or because you used the service unlawfully, you will cover the reasonable costs of defending it and any amount awarded, provided we tell you promptly and let you control the defence.

Warranty and liability

The service is provided as is. We do not promise it will be uninterrupted, error-free, or that the agent's answers will be correct; the dashboard and trust page exist so you can see when they are not.

To the fullest extent the law allows, neither party is liable to the other for indirect or consequential loss, or for lost profits or revenue. Loss of your data is not excluded. Each party's total liability under these terms is limited to the greater of $100 and the fees you paid to us under these terms in the twelve months before the event giving rise to the claim.

These limits do not apply to your obligation to pay fees, to your indemnity above, to fraud or wilful misconduct, or to any liability that cannot be limited or excluded by law.

Governing law

These terms are governed by the laws of the State of New Jersey, without regard to conflict-of-laws rules. The courts of New Jersey have exclusive jurisdiction.

Changes

We will tell you by email before a material change takes effect. If you do not accept it, you can cancel before then; continuing to use the service after it takes effect is acceptance. A change never applies to a dispute that arose before it.

Which document applies

These terms, the data-processing agreement and the privacy notice are the whole agreement between us about the service. On personal data, the data-processing agreement prevails over these terms.

Notices

We send notices to the email address of your account's owners. Send yours to hello@supportproof.com. A notice is given when it is sent, unless the sender learns it was not delivered.

General

This is the entire agreement between us about the service and replaces anything said before. If we do not enforce a term straight away, we have not waived it. If a court finds part of these terms unenforceable, the rest still applies. Neither of us may assign this agreement without the other's consent, except to a successor in a merger or sale of the business, with notice. Neither of us is liable for a delay or failure caused by events beyond its reasonable control. We are independent contractors, and these terms give no rights to any third party.