Terms of Service

1What Fantail is

Fantail is a layer on top of the mailbox your business already uses. It reads the enquiries that arrive, recognises the ones it has been taught to handle, and writes the reply for you to approve — in your own words, learned from how your team already answers.

It is deliberately not a helpdesk you migrate to. You keep your mailbox, your address and your history. Fantail is also not a lawyer, an accountant, a financial adviser or a regulator, and nothing it drafts is professional advice. It is a drafting tool operating on your instructions, and the business speaking to your customer is always yours.

2Drafts, approval and automation

This is the most important term in this document, so it gets its own section.

Every topic Fantail handles begins in Watch: it reads and drafts, and sends nothing. You move a topic to Suggest, where drafts wait for your approval. A topic reaches Auto — answering on its own — only after a long, unbroken run of drafts you approved without meaningful change, and only when you switch it on. We do not switch topics on for you, and we do not switch them on behind your back.

You can move any topic back down a rung, or pause all sending across the workspace, at any moment and without notice to us.

3What Fantail will never do on its own

Some things are barred from automatic sending permanently, regardless of how well a topic has performed. These limits are built into the product, not left to a setting you might forget:

• Anything about money — quotes, refunds, fee changes, invoices, debt. A well-worded sentence containing a wrong number is worse than no sentence at all.
• Anything legal, regulatory, or involving a complaint, incident or a child’s wellbeing.
• Any message carrying a real attachment. Fantail does not open attachments, so it will never write a reply that implies it read one.
• Any reply that would name a specific appointment time. Fantail keeps no calendar of its own, so it answers booking enquiries with your own booking link and your own availability sentence — never with a time it cannot know is free.

4Your account and your team

You must be at least 18 and using Fantail for a business or organisation. If you are signing up for a company, you confirm you are authorised to accept these terms for it.

Keep your sign-in details to yourself, use each seat for one person, and turn on two-factor authentication if your plan offers it. Anything done through your workspace is treated as done by you. You choose what role each teammate gets, and you are responsible for what they do with it — including moving a topic to Auto. Tell us promptly at hello@fantailhq.com if you think an account has been compromised.

5Connecting a mailbox

When you connect a mailbox you confirm that you are entitled to do so — that it is your business’s mailbox, or that whoever it belongs to knows and agrees. We cannot verify this and we rely on you for it.

Before any consent screen appears, Fantail shows you which permissions it is about to request and what each one is for. The Privacy Policy lists them in full, along with the permissions we deliberately do not request, and you can revoke our access from your provider at any time without going through us.

You also agree that outgoing mail sent through Fantail from your domain is authorised by you, and you will help us set up the domain authentication records (SPF, DKIM, DMARC) that keep those replies out of spam folders.

6Google, Microsoft and their policies

Where you connect a Gmail, Google Workspace, Outlook or Microsoft 365 mailbox, Fantail reaches it through that provider’s official APIs, and three things follow.

First, your agreement with that provider continues to apply alongside these terms. Nothing here grants you rights your provider does not, and you must not use Fantail in a way that would breach your provider’s terms.

Second, our handling of data received from those APIs is governed by the provider’s own developer policies — in Google’s case the Google API Services User Data Policy, including its Limited Use requirements, which are set out verbatim in section 3 of the Privacy Policy. Where those policies are stricter than these terms in respect of that data, the provider’s policy prevails and we will follow it.

Third, that access is not ours to guarantee. A provider may suspend, restrict or withdraw an application’s access, or change what a permission allows. If that happens we may have to suspend or change that mail channel at short notice. We will tell you as soon as we can and help you fall back to forwarding, but we cannot promise a channel we do not control.

7Your content stays yours

Your messages, drafts, customer records, knowledge base and settings remain yours. You give us only the licence we need to run the service for you: to store that content, process it, send it where you have asked it to be sent, and show it back to you. That licence ends when the content is deleted or the account is closed.

We do not use your content, or your customers’ messages, to train, fine-tune or evaluate any model. We do not sell it and we do not use it for advertising. We may publish aggregated, de-identified statistics — how long a typical first reply takes across all businesses, for example — but never anything from which you, your business or a customer could be identified, and never anything derived from data received from a mail provider’s API.

The software, design and knowledge structures that make up Fantail remain ours. Using the service does not transfer any of that to you, and you agree not to copy, resell, reverse-engineer or rebuild the service from what you can see of it.

8Security, and what we each must do

What we do. The controls we operate — encryption, tenant separation enforced at the query layer, mandatory multi-factor authentication on staff and administrative access, secret management, dependency and application scanning, and a written incident response plan — are described in section 7 of the Privacy Policy. Our access to Google user data is additionally subject to an annual independent security assessment under Google’s Cloud Application Security Assessment framework, validated against the OWASP Application Security Verification Standard.

What you do. Security at your end is not something we can do for you. Keep sign-in details private, enable two-factor authentication where your plan offers it, give each teammate the narrowest role that lets them work, remove people the day they leave, treat an export as the sensitive file it is, and tell us promptly if you suspect an account has been compromised.

Responsible disclosure. If you find a security flaw, email hello@fantailhq.com with “security” in the subject. We will acknowledge within two working days and will not pursue legal action over good-faith research that stays within your own workspace, does not reach another business’s data, does not degrade the service, and gives us a fair chance to fix the issue before it is published. Testing that breaches those limits is not research and is not covered.

9Fair use

Fantail answers people who wrote to you. Do not use it to:

• send bulk or unsolicited commercial messages, or anything that would breach the Unsolicited Electronic Messages Act 2007;
• send anything unlawful, deceptive, harassing, or in breach of the Fair Trading Act 1986;
• connect a mailbox you are not entitled to connect, or reach another business’s data;
• impersonate someone else, or hold Fantail out as a person rather than as a tool;
• breach the terms or developer policies of a mail provider you have connected;
• probe, overload, scrape or interfere with the service, test its security outside the disclosure terms in section 8, or work around usage limits by opening extra accounts.

Where use is clearly and repeatedly abusive — particularly bulk sending — we may suspend sending immediately to protect our sending reputation and other customers, and will tell you why as soon as we have.

10Trial, plans and billing

New workspaces begin with a two-week watch period. It costs nothing, needs no card, and nothing is sent to a customer during it — at the end you get a report showing exactly what Fantail would have answered. If you do not continue, the workspace simply stops.

Paid plans are charged in advance, monthly or annually, in New Zealand dollars. Prices shown exclude GST unless stated, and GST is added where it applies. Plans renew automatically until you cancel; cancel at any time from your billing settings and you keep access until the end of the period you have paid for.

We do not refund part-months, because you can cancel before a renewal and keep what you paid for. If we get a charge wrong, tell us and we will fix it — that is a mistake, not a refund policy.

We may change prices with at least 30 days’ notice by email, taking effect at your next renewal. If a price change does not suit you, cancel before it takes effect and export your data.

11Changes and availability

Fantail will change: features will be added, some will be reworked, and occasionally one will be retired. We aim to keep the service running continuously but we do not promise uninterrupted availability, and mail providers we depend on have outages of their own. Where a provider is unreachable, incoming mail is queued and processed once the connection is restored.

If we retire a feature you rely on, or discontinue the service altogether, you will get reasonable notice and your export will keep working throughout that period.

12Ending things

You can leave whenever you like: export your data and close the account from Settings → Data. You do not need to email us, wait for a call, or explain yourself.

We may suspend or close an account that seriously or repeatedly breaches these terms, that we are legally required to close, or that has not paid. Except where the law prevents it or the breach makes it unsafe, we will give you notice and a reasonable chance to export your data first.

When an account closes, sending stops, mailbox connections are revoked, stored provider tokens are destroyed, and your data is deleted on the timetable in the Privacy Policy.

13Liability

We provide Fantail with reasonable care and skill, but the service is provided as it is. We do not warrant that a draft will be correct, that a classification will always be right, or that the service will be uninterrupted or error-free. AI systems get things wrong, which is precisely why approval is the default and why section 3 exists.

Consumer Guarantees Act. Fantail is supplied to businesses for business purposes. Where you acquire it for the purposes of a business, the Consumer Guarantees Act 1993 does not apply, and you and we agree to contract out of it under section 43(2) of that Act — which both parties consider fair and reasonable given that the service is business software supplied at business prices. Sections 9, 12A and 13 of the Fair Trading Act 1986 are likewise excluded to the extent permitted where you are in trade. If you are not in trade, nothing in these terms limits rights you have under those Acts.

To the extent the law allows, we are not liable for indirect or consequential loss, lost profits, lost business or lost goodwill; for a reply you approved, or that was sent by a topic you moved to Auto; for the acts of the mail providers or other third parties described in the Privacy Policy, including a provider changing or withdrawing our access; or for loss of data where you have not kept your own export.

Our total liability in any 12-month period is limited to the greater of NZ$500 or the fees you paid us in the 12 months before the claim. Nothing in these terms limits liability that cannot be limited by law, including for fraud or for death or personal injury caused by negligence.

14Governing law and disputes

These terms are governed by the laws of New Zealand, and the New Zealand courts have exclusive jurisdiction.

Before that, though: email hello@fantailhq.com. Nearly everything is a misunderstanding that a conversation fixes, and we would rather have the conversation.

15Changes to these terms

We may update these terms. If a change is meaningful, we will tell you in the app and by email before it takes effect. Continuing to use Fantail after that date means you accept the updated terms; if you would rather not, export your data and close the account, and we will refund any unused prepaid period.

16Contact

Fantail is operated by 02M LIMITED, a company registered in New Zealand (NZBN 9429053859921), Auckland, Aotearoa New Zealand.

In these terms, "we", "us" and "our" mean 02M LIMITED.

hello@fantailhq.com