Pitbot Terms of Service

These Terms of Service (the “Terms”) govern the use of Pitbot, the AI customer-support platform for online casino operators provided by Luminbrane AB, org.nr 559523-4245, c/o Helio, Slottsbacken 8, 111 30 Stockholm, Sweden (“Luminbrane”, “we”, “us”). Pitbot is available at pitbot.ai, dashboard.pitbot.ai, services.pitbot.ai and through the pitbot MCP server and API (together, the “Service”).

1. Parties and acceptance

1.1 Who the Customer is. The “Customer” is the company or other legal entity on whose behalf an account is created. The person who creates or accepts an account on the Customer’s behalf represents that they are authorised to do so.

1.2 Agent-created, human-owned accounts. Pitbot can be set up by a coding assistant or other AI agent (for example Claude Code, Cursor or Codex) acting on the Customer’s instructions. In that case:

• (a) the human who verifies the email address during registration is the account holder, and the account belongs to the Customer that person represents;
• (b) an AI agent that registers, configures or otherwise operates the account acts as that person’s agent. Everything the agent does through the API, the MCP server or any key issued to it is treated as done by the account holder;
• (c) the Customer is responsible for the agent’s actions, for reviewing what it configured, and for keeping every API key confidential (see section 3);
• (d) an account created this way is provisional. Before the Customer’s brand can go live and handle real player conversations, a human who is authorised to bind the Customer must accept these Terms and the Data Processing Agreement in the dashboard;
• (e) until that acceptance, Luminbrane may suspend the account, and may delete a never-launched account — together with the data in it — after 30 days without acceptance or without any connection to the Service. Where we hold a working email address we will send a notice before deletion.

1.3 How the Terms are accepted. The Terms are accepted by clicking to accept them in the dashboard, by signing an order form that references them, or — for provisional accounts under 1.2 — by verifying the registration email. The Terms, the Data Processing Agreement (the “DPA”) and any order form together form the agreement between Luminbrane and the Customer (the “Agreement”). If they conflict, the order form prevails over the Terms, and the DPA prevails on data-protection matters.

2. The Service

2.1 What Pitbot does. Pitbot receives player-support messages on the Customer’s channels (email, live chat, SMS, Telegram and others we add), runs them through an AI pipeline that classifies the message, suggests a reply using the Customer’s configuration and knowledge base, and places the suggestion in a queue where the Customer’s staff review, edit, approve or reject it. The Customer decides per channel whether suggestions may be sent without review. The Service never communicates with a player in its own name: every message that reaches a player is the Customer’s message.

2.2 What Pitbot is not. Pitbot is a tool that helps the Customer’s support team. It is not a gambling operator, a licence, a compliance function or a substitute for the Customer’s own legal, regulatory and responsible-gambling obligations (see section 6).

2.3 No advice. Nothing the Service produces is legal, regulatory, financial, tax, responsible-gambling or compliance advice. The Customer obtains such advice from its own advisers and remains solely responsible for how it acts on any suggestion.

2.4 Changes to the Service. We improve the Service continuously and may add, change or retire features. We will give reasonable notice of changes that materially reduce the Service’s core functionality, and we will not remove a feature the Customer has paid for during a committed term without offering an equivalent.

3. Accounts and API keys

3.1 Account security. The Customer must keep login credentials, API keys, MCP keys and widget keys confidential and must only issue them to people and systems it trusts. The Customer is responsible for all activity under its account and keys, whether or not it authorised that activity, unless the activity results from a breach of Luminbrane’s security obligations.

3.2 Exposed keys. A key that has been pasted into a prompt, a transcript, a log, a support ticket or any AI model’s context must be treated as exposed: rotate it in the dashboard without delay. We may deactivate a key we reasonably believe is exposed and will tell the Customer when we do.

3.3 Users. The Customer may create users for its staff and must ensure they comply with the Agreement. The Customer is responsible for removing users who leave.

3.4 Accuracy. The Customer must keep its account details, contact email and billing details accurate. Notices sent to the account holder’s email are deemed received.

4. Free trial

4.1 What is included. A new Customer may use the Service free of charge for its first 50 conversations, within 30 days of email verification, without a payment card. The trial is available once per Customer.

4.2 What happens at the end. When either limit is reached, the Service holds new inbound player messages until the Customer moves to a paid plan. Messages already in the queue can still be handled. A Customer that does not move to a paid plan may be suspended and, after the notice in section 13.4, deleted.

4.3 Trial terms. The trial is provided “as is”. Sections 7 and 12 apply in full. We may change or end the trial programme at any time for new Customers.

5. Plans, fees and billable conversations

5.1 Plans. Paid plans (currently Starter, Growth, Scale and Enterprise) are billed monthly and include a monthly conversation allowance. The plan, allowance, overage price and term are set out in the order form or the plan selection in the dashboard.

5.2 What a billable conversation is. A conversation is a thread of messages with one player on one channel, grouped by the Service. A conversation is billable when the AI pipeline has produced at least one draft or reply for it during the billing month. The following are not billed:

• messages rejected by the input filter, rate limiter or suppression rules before any draft was produced;
• operator utilities (regenerate, refine, translate, summarise) used on a conversation that has already been billed that month;
• conversations escalated to a human before any draft was produced.

A conversation for which a draft was produced and which was then escalated to a human is billable.

5.3 Overage. Conversations above the monthly allowance are charged at the overage price in the order form. The Customer can set a hard cap in the dashboard, in which case new inbound messages are held once the cap is reached.

5.4 Invoicing and payment. Fees are invoiced monthly in advance for the plan and in arrears for overage, in the currency stated in the order form, payable within 30 days of the invoice date. All fees exclude VAT and other taxes, which the Customer pays where applicable. Late amounts bear interest under the Swedish Interest Act (räntelagen).

5.5 Plan changes. The Customer may upgrade at any time; the difference is pro-rated. Downgrades and cancellations take effect at the end of the current billing month.

5.6 Price changes. We may change prices with at least 60 days’ notice by email. Price changes do not apply during a committed term stated in an order form.

5.7 Bring-your-own model keys. If the Customer configures its own LLM provider credentials, the Customer pays that provider directly and is bound by that provider’s terms. Our fees for the Service are unchanged.

6. Acceptable use and the operator’s regulatory responsibility

6.1 The operator remains the regulated entity. The Customer is, and remains, the licensed gambling operator (or its authorised service provider) responsible for its players. Nothing in the Service transfers to Luminbrane any licensing, KYC, anti-money-laundering, responsible-gambling, advertising or consumer-protection obligation.

6.2 Lawful markets only. The Customer must not use the Service to support, market to or otherwise serve players in any jurisdiction where the Customer’s gambling offering is unlawful or where it lacks the required licence. The Customer is responsible for configuring the Service (markets, languages, escalation rules, marketing suppression) to meet the requirements of the jurisdictions in which it operates.

6.3 Responsible-gambling signals. The Service detects and surfaces indicators such as distress, self-exclusion requests, complaints and possible underage or vulnerable-player signals, and can escalate them to a human. These signals are aids. The Customer must operate its own responsible-gambling procedures, must ensure a human handles escalated cases, and must not rely on the Service as its sole safeguard.

6.4 Prohibited use. The Customer must not: (a) use the Service to send unsolicited marketing, or to contact players who have self-excluded or opted out; (b) upload content that is unlawful, infringing, or that it has no right to process; (c) attempt to access other customers’ data, probe or overload the Service, or bypass its security or usage controls; (d) use the Service to build a competing product; (e) use AI output in a way that misleads players about whether they are speaking with a person, where the law requires disclosure.

6.5 Suspension. We may suspend all or part of the Service, with notice where practicable, if the Customer materially breaches this section, if the account is used in a way that threatens the security or integrity of the Service or other customers, or if payment is more than 30 days overdue. We restore service once the cause is resolved.

7. AI output and human review

7.1 AI drafts are suggestions. The Service uses large language models. Their output can be wrong, incomplete, out of date or inappropriate even when it reads confidently. AI drafts are suggestions for the Customer’s staff, not statements, advice or representations by Luminbrane, and Luminbrane does not review them.

7.2 Human in the loop by default. By default, AI drafts are held for human review before anything reaches a player. The Customer may enable automatic sending for a channel. Enabling it is the Customer’s own configuration decision: a suggestion sent automatically is the Customer’s communication to its player in exactly the same way as one its staff approved, and the Customer accepts full responsibility for it. The Customer should use the confidence thresholds, escalation rules and output guards the Service provides, and can turn automatic sending off at any time.

7.3 The Customer’s responsibility for replies. Every reply sent to a player — whether edited, approved or sent automatically — is the Customer’s communication to its player. The Customer is solely responsible for its accuracy, its compliance with law and licence conditions, and its effect, and will not hold Luminbrane responsible for the content of any suggestion, whether reviewed or sent automatically.

7.4 Third-party models. Where the Customer selects an inference lane that runs on a third-party provider (see the DPA, Annex 1), the model provider processes the message content to produce the draft. We select providers with contractual commitments not to train on customer data and to limited retention; the Customer chooses the lane.

8. Customer data and the DPA

8.1 Ownership. The Customer owns all data it and its players submit to the Service, including conversations, knowledge-base articles, player profiles and configuration (“Customer Data”). Luminbrane never owns Customer Data. The Customer, as the contracting party, is the owner of Customer Data and the controller of the personal data in it; Luminbrane acts only as its processor and tool provider. Luminbrane receives no right in Customer Data beyond the technical processing needed to provide, secure and support the Service on the Customer’s instructions, and nothing in the Agreement transfers any ownership or other right in Customer Data to Luminbrane.

8.2 Data protection. Player conversations and profiles contain personal data. Luminbrane processes that personal data as the Customer’s processor under the DPA, which forms part of the Agreement.

8.3 Retention and purge. Conversation data is kept in the Service’s hot storage for the period stated in the Customer’s plan (12 / 12 / 24 / 36 months for Starter / Growth / Scale / Enterprise, or as stated in the order form). The Customer can purge conversations and player data from the dashboard at any time. Purged data is removed from live systems immediately and from backups within 30 days.

8.4 Aggregated data. We may use data about the Service’s operation (volumes, latencies, model performance, error rates) in aggregated or de-identified form that does not identify the Customer or any player, to operate and improve the Service.

8.5 Security. We maintain the technical and organisational measures summarised in the DPA, including tenant isolation, encryption in transit and at rest, PII pseudonymisation before content reaches a model where enabled, output guards, and an append-only audit trail of AI decisions and operator actions.

9. Intellectual property

9.1 Luminbrane’s IP. The Service, its software, models, prompts, documentation, brand and all improvements to them belong to Luminbrane or its licensors. The Customer receives a non-exclusive, non-transferable right to use the Service during the term in accordance with the Agreement.

9.2 Customer’s IP. The Customer’s brand, content, knowledge base and Customer Data remain the Customer’s; section 8.1 applies.

9.3 Feedback. Suggestions the Customer makes about the Service may be used by Luminbrane without obligation.

9.4 Open-source components. The Service includes open-source software under its own licences; those licences do not affect the Customer’s rights under this section.

10. Confidentiality

Each party will keep the other’s non-public information — including pricing, roadmap, configuration, security details and Customer Data — confidential, use it only to perform the Agreement, and protect it with at least the care it uses for its own confidential information. This does not apply to information that is public through no fault of the recipient, already known to it, independently developed, or that must be disclosed by law (with notice where allowed). The obligation lasts for 3 years after the Agreement ends, and indefinitely for personal data and security information.

11. Availability and support

11.1 Availability. We aim to keep the Service available around the clock but do not guarantee uninterrupted operation. Planned maintenance is announced in advance where practicable, and scheduled outside European business hours where possible. No service-level commitment applies. Luminbrane gives no availability, uptime, response-time or resolution-time commitment of any kind unless a separately signed service-level schedule expressly says so; an order form alone does not create one.

11.2 Support. Support is provided by email at [email protected] and through the dashboard during business hours, Monday to Friday 09:00–17:00 CET/CEST, excluding Swedish public holidays. Support is provided on a reasonable-efforts basis with no response-time commitment. We do not offer 24/7 human support.

11.3 Third-party dependencies. The Service depends on the sub-processors in the DPA and on the LLM providers the Customer selects. Outages or degradations at those providers are outside our control; the Service’s per-agent backup-provider setting exists to reduce their impact.

12. Liability

12.1 Free trial — no liability. During a free trial, and for any account that has not paid fees, Luminbrane has no liability whatsoever to the Customer under or in connection with the Agreement, to the fullest extent permitted by law. The Service is provided during the free trial “as is” and without any warranty.

12.2 Cap on paid plans. Luminbrane’s total liability under or in connection with the Agreement, in aggregate for all claims, is limited to the fees paid by the Customer to Luminbrane in the 3 months before the event giving rise to the first claim.

12.3 Exclusions. Neither party is liable for indirect or consequential loss, loss of profit, revenue, business, goodwill or data (other than as covered by the DPA), or for regulatory fines imposed on the other party.

12.4 Where the cap does not apply. The cap and exclusions do not apply to liability that cannot be limited under Swedish law, to a party’s gross negligence or wilful misconduct, to the Customer’s payment obligations, or to the Customer’s breach of section 6 or 7.

12.5 AI output. Luminbrane is not liable for the content, accuracy or effect of any suggestion the Service produces, whether the Customer’s staff edited, approved or sent it, or whether it was sent automatically because the Customer enabled automatic sending — including where a suggestion reached a player without review for any reason — except to the extent a court finds the loss was caused by Luminbrane’s gross negligence or wilful misconduct.

12.6 Third-party providers. Luminbrane is not liable for the output, availability, retention practices or conduct of the third-party model providers and sub-processors the Customer’s chosen inference lane relies on.

12.7 Indemnity. The Customer will defend and indemnify Luminbrane against third-party claims, regulatory action, fines and losses arising from the Customer’s gambling operations, from any message sent to a player through the Service (including messages sent automatically), from its breach of section 6 or 7, or from Customer Data it had no right to process.

13. Term, termination, data export and deletion

13.1 Term. The Agreement starts on acceptance and continues month to month, or for the committed term in an order form, until terminated.

13.2 Termination for convenience. Either party may terminate a month-to-month Agreement at the end of any billing month with 30 days’ notice. A committed term may not be terminated for convenience before it ends.

13.3 Termination for cause. Either party may terminate immediately if the other materially breaches the Agreement and does not cure within 30 days of notice, or becomes insolvent.

13.4 Never-launched and dormant accounts. We may delete a provisional account under section 1.2(e), and may delete a free-trial account that has not moved to a paid plan, after 30 days of notice to the account holder’s email.

13.5 Data export. For 30 days after termination the Customer can export its conversations, player data, knowledge base and configuration from the dashboard or the API in a machine-readable format.

13.6 Deletion. After the export period we delete Customer Data from live systems and from backups within 30 days, except where we must retain it by law, in which case it stays confidential and is deleted when the obligation ends.

13.7 Survival. Sections 5 (for amounts due), 7, 8.1, 9, 10, 12, 13.5–13.7, 15 and the DPA’s deletion clauses survive termination.

14. Changes to these Terms

14.1 Versioned. The Terms are versioned. The version and effective date appear at the top. Prior versions are available on request.

14.2 Notice. We may update the Terms with at least 30 days’ notice by email to the account holder and in the dashboard. Continued use of the Service after the effective date of a new version is acceptance of it, except that changes which materially reduce the Customer’s rights during a committed term require the Customer’s agreement.

14.3 Onboarding brands. A brand that has not yet gone live must accept the version of the Terms and the DPA current at the time it goes live. If the Terms change between registration and go-live, the human accepting under section 1.2(d) accepts the new version.

15. Governing law and disputes

The Agreement is governed by the laws of Sweden, without regard to its conflict-of-laws rules and excluding the UN Convention on Contracts for the International Sale of Goods. Disputes are settled by the Stockholm District Court (Stockholms tingsrätt) as first instance. The parties will try to resolve any dispute through good-faith discussion between senior representatives before starting proceedings.

16. Contact

Luminbrane AB, org.nr 559523-4245, c/o Helio, Slottsbacken 8, 111 30 Stockholm, Sweden.
Legal and commercial: [email protected].
Data protection: [email protected].