These terms govern your use of Vidual Inbox. Written in plain English where possible.
Vidual Inbox is a product of Where Beagles Dare Ltd, a company based in Oxford, England, registered in England and Wales (company no. 11038022, VAT GB307323727), with its registered office at Unit 6 Heritage Business Centre, Belper, Derbyshire DE56 1SW. When we say “Vidual Inbox”, “we”, “us”, or “our”, we mean Where Beagles Dare Ltd.
By creating an account or using Vidual Inbox, you agree to these terms. If you’re using Vidual Inbox on behalf of a business, you confirm that you have authority to bind that business to these terms.
You must be at least 18 years old to use Vidual Inbox. You are responsible for keeping your account credentials secure and for all activity that occurs under your account.
Your use of Vidual Inbox must comply with our Acceptable Use Policy, which forms part of these terms. Among other things, it prohibits unlawful, harmful or infringing content, unsolicited bulk messaging, and any use that could damage, disable, or impair the service. Because Vidual Inbox sends communications on your behalf, the Acceptable Use Policy also sets out your anti-spam and lawful-communications obligations.
You own your data. The conversations, messages, files, customer records, internal notes, signatures, and all other content you create in Vidual Inbox belong to you. We do not claim any ownership or intellectual property rights over your content.
We store and process your data solely to provide the Vidual Inbox service to you. We do not sell your data to third parties. We do not use your data for advertising. Our full data practices are described in our privacy policy.
You can export your data at any time. If you cancel your account, your data remains accessible for 30 days so you can retrieve anything you need. After 30 days, data is permanently deleted from our systems.
When customers email, message, or chat with your team through a channel connected to Vidual Inbox, the service stores the conversation contents, sender identity (name, email, username), and any other information you record in the customer context sheet (notes, tags, phone, address, attachments).
You are the data controller for the personal data of your customers. You are responsible for ensuring you have the appropriate basis (such as an existing customer relationship or the customer’s consent) for storing and processing their data through Vidual Inbox. We act as a data processor on your behalf.
Customer-portal-style features such as live chat are authenticated via session tokens. Your customers do not need to create an account or provide a password to message you.
Vidual Inbox subscriptions are billed monthly. All prices shown are exclusive of UK VAT, which is added at checkout where applicable. You can cancel your subscription at any time — cancellation takes effect at the end of the current billing period.
Subscription payments are processed by Stripe. We do not store your card details — they are held securely by Stripe in accordance with PCI DSS standards.
Vidual Inbox connects to third-party services to extend its functionality. Each integration is optional and activated by you. When you connect an integration, you authorise Vidual Inbox to exchange data with that service on your behalf. You can disconnect any integration at any time from your Settings page.
Google (Gmail API) — When you connect a Gmail account to Vidual Inbox, Vidual sends your customer-support replies through the Gmail API on your behalf, so replies arrive in your customer’s inbox from your real Gmail address and appear in your Gmail Sent folder. Vidual requests only the gmail.send scope — we do not read incoming mail, your Sent folder, drafts, or any other Gmail content. OAuth tokens are encrypted at rest and can be revoked at any time from Vidual Inbox Settings or at myaccount.google.com/permissions. Vidual Inbox’s use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. The Gmail integration is governed by Google’s terms of service. See the Privacy Policy for full detail.
Meta (Instagram Direct Messaging) — When you connect an Instagram Professional account to Vidual Inbox, Vidual receives Direct Messages sent to that account and lets you reply from within Vidual Inbox. Vidual stores message text, sender identity (name, username, scoped user ID), and conversation metadata. Vidual only enables replying to existing customer-initiated conversations — we never initiate outbound Instagram messaging. OAuth tokens are encrypted at rest and can be revoked at any time from Vidual Inbox Settings or from your Instagram account settings. The Instagram integration is governed by Instagram’s terms of use and Meta’s platform terms.
Shopify — When connected, Vidual Inbox reads order, customer, and fulfilment data from your Shopify store to display order context alongside customer conversations. Vidual does not modify, update, or delete any Shopify records. Vidual stores your Shopify OAuth tokens (encrypted) and shop identifier. Shopify is governed by Shopify’s terms of service.
WooCommerce — When connected, Vidual Inbox reads order and customer data from your WooCommerce store to display order context alongside customer conversations. Vidual does not modify, update, or delete any WooCommerce records. Vidual stores your WooCommerce API credentials (encrypted) and store URL.
Klaviyo — When connected, Vidual Inbox reads subscriber and segment data from Klaviyo to display marketing context alongside customer conversations. Vidual does not modify, update, or delete any Klaviyo records. Vidual stores your Klaviyo API key (encrypted). Klaviyo is governed by Klaviyo’s terms of service.
Mailchimp — When connected, Vidual Inbox reads subscriber and audience data from Mailchimp to display marketing context alongside customer conversations. Vidual does not modify, update, or delete any Mailchimp records. Vidual stores your Mailchimp OAuth tokens (encrypted) and account identifier. Mailchimp is governed by Mailchimp’s terms of use.
Stripe — Vidual Inbox uses Stripe to process subscription payments. Stripe is governed by Stripe’s services agreement.
Vidual Projects — When connected to a Vidual Projects account, Vidual Inbox can create new projects from conversations using the compiled conversation thread as project context. The connection uses an OAuth-style handshake; tokens are encrypted at rest. You can disconnect at any time from Settings.
All third-party integration calls are made securely over HTTPS. OAuth tokens are encrypted at rest. If a third-party service is temporarily unavailable, Vidual Inbox continues to function normally — integration features degrade gracefully and never block your primary workflow.
Vidual Inbox uses AI (powered by Anthropic’s Claude) for features including Up Ahead briefings, Catch Up thread recaps, and Otto draft suggestions. These features process your conversation content to generate summaries, prioritisation, and suggested replies.
AI-generated content is suggestive only and remains under human oversight. Otto never sends on your behalf. Up Ahead and Catch Up surface information for you to act on; they do not take action. AI-generated text should be reviewed before sending and should not be relied upon as financial, legal, or professional advice.
These features process the conversation content needed to generate the output. Anthropic is a US sub-processor engaged under Standard Contractual Clauses / the UK IDTA on a zero-retention basis: it does not retain input or output data beyond the duration of the request, and does not use it to train its models. Personal data within that content is processed under our Data Processing Agreement.
Content received through the Gmail integration is processed entirely separately from AI features and is never sent to Anthropic or any other AI provider.
Files uploaded to Vidual Inbox (photos, documents, attachments) are stored securely on Backblaze B2 cloud storage and served via Cloudflare CDN. Files are associated with your account and your conversations. When a conversation is deleted or your account is closed, associated files are permanently removed after the 30-day retention period.
You retain all rights to files you upload. By uploading files to Vidual Inbox, you grant us a limited licence to store, serve, and display those files as necessary to provide the service — for example, attaching them to outbound replies, or rendering thumbnails in the conversation view.
We aim to keep Vidual Inbox available at all times, but we do not guarantee uninterrupted access. We may occasionally need to perform maintenance, which we will try to schedule outside peak hours. We are not liable for any loss resulting from temporary unavailability.
Support is available via our contact page. We aim to reply to all support requests within one working day.
Vidual Inbox, including its design, code, brand, and documentation, is the intellectual property of Where Beagles Dare Ltd. You may not copy, modify, distribute, or reverse-engineer any part of the Vidual Inbox platform.
Your brand identity (name, logo, colours, email signatures) as configured in Vidual Inbox remains your intellectual property. We display it in outbound replies, customer-facing channels, and signatures solely to provide the white-labelled experience you have configured.
Vidual Inbox is provided “as is”. To the maximum extent permitted by law, we exclude all warranties, whether express or implied. We are not liable for any indirect, incidental, or consequential damages arising from your use of Vidual Inbox, including lost profits, lost data, or business interruption.
Our total liability to you for any claim arising from these terms or your use of Vidual Inbox is limited to the amount you have paid us in the 12 months preceding the claim.
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by English law.
We may update these terms from time to time. If we make significant changes, we will notify you by email or through a notice in the Vidual Inbox application. Your continued use of Vidual Inbox after changes take effect constitutes acceptance of the updated terms.
These terms are governed by the laws of England and Wales. Any disputes arising from these terms or your use of Vidual Inbox will be subject to the exclusive jurisdiction of the courts of England and Wales.
If you have questions about these terms, you can reach us at vidualinbox.com/contact, by email at hello@vidualapp.com, or by post: