Terms of service

1. Acceptance of terms

By accessing or using Mova Desk ("the Service"), operated by Greenwood 360 LLC ("Greenwood 360", "we", "us", or "our") at desk.usemova.app and movadesk.com, you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.

If you do not agree to these Terms, do not use the Service.

2. Description of service

Mova Desk is an AI-powered customer support platform that provides:

• Ticket management with a 10-status state machine and customizable workflows
• AI-powered triage, drafted replies, sentiment analysis, and deflection (using Anthropic Claude and OpenAI APIs)
• Live chat via WebSocket with voice, screen sharing, and dual-consent recording
• Knowledge base with public API and AI-powered search
• Automation engine with configurable conditions and actions
• Channel integrations including Slack, Microsoft Teams, Google Chat, WhatsApp, and SMS
• CRM integrations including GoHighLevel, HubSpot, Salesforce, Pipedrive, and Zoho
• Automated notifications via email (SendGrid), SMS, and WhatsApp (Twilio)
• SMS and MMS messaging for customer campaigns, notifications, and two-way support conversations
• Authentication via email/password, Google OAuth, Microsoft OAuth, and other third-party identity providers
• White-label branding with custom subdomains
• Embeddable widget for websites
• Mobile applications (iOS, Android) when available

The Service is a multi-tenant platform. Each organization's data is logically isolated from other organizations at the database level.

3. Account responsibilities

When you create an account, you agree to:

• Provide accurate and complete registration information
• Maintain the security of your password and account credentials
• Promptly notify us of any unauthorized access to your account
• Accept responsibility for all activity that occurs under your account

You may not share account credentials or allow multiple individuals to use a single account. Organization administrators are responsible for managing access for their team members.

4. Third-party authentication (OAuth sign-in)

Mova Desk allows you to create an account and sign in using third-party identity providers including, but not limited to, Google, Microsoft, GitHub, and Apple ("OAuth Providers"). When you authenticate through an OAuth Provider:

4.1 Google OAuth

Mova Desk's use of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements. Specifically:

• We only request the minimum OAuth scopes necessary for authentication: openid, email, and profile.
• We access only your Google account name, email address, and profile picture to create or link your Mova Desk account.
• We do not read, store, or process your Google Drive files, Gmail messages, Calendar events, Contacts, or any other Google Workspace data unless a separate integration is explicitly enabled by you.
• We do not transfer Google user data to third parties except as necessary to provide or improve the Service, as required by law, or as part of a merger/acquisition with adequate data-protection provisions.
• We do not use Google user data for serving advertisements.
• We do not allow humans to read Google user data unless: (a) we have your explicit consent, (b) it is necessary for security purposes (e.g., investigating abuse), (c) it is necessary to comply with applicable law, or (d) the data is aggregated and anonymized for internal operations.
• You may revoke Mova Desk's access to your Google account at any time by visiting Google Account Permissions.

4.2 Microsoft OAuth

When you sign in with a Microsoft account or Azure Active Directory, we access only your display name, email address, and profile photo. We comply with the Microsoft APIs Terms of Use. We do not access your Microsoft 365 data (Outlook, OneDrive, Teams, etc.) unless a separate integration is explicitly enabled and authorized by you.

4.3 Other OAuth providers

For all other OAuth providers (GitHub, Apple, etc.), we request only the basic profile scopes necessary for authentication (typically name and email). We comply with each provider's applicable developer terms and API policies. We do not access additional data, repositories, files, or resources from these providers without your explicit authorization.

4.4 General OAuth provisions

• We never receive or store your password from any OAuth provider. Authentication is handled entirely through the provider's secure token exchange.
• OAuth access tokens are encrypted at rest and are used solely for the authorized purposes.
• You may disconnect any OAuth provider from your account at any time in your account settings. Disconnecting removes the stored access token.
• If an OAuth provider revokes our application's access, you will need to sign in using an alternative method and may need to re-authorize if you wish to reconnect.

5. SMS, MMS, and messaging consent

5.1 Your consent to receive messages from Mova Desk

By creating an account and providing your phone number, or by configuring SMS/MMS notification channels within Mova Desk, you expressly consent to receive text messages from Greenwood 360 LLC (doing business as Mova Desk) at the phone number(s) you provide. These messages may include:

• Ticket assignment and update notifications
• SLA breach alerts and escalation notices
• Account security alerts (login verification, password resets)
• Billing and payment confirmations
• Service announcements and maintenance notices

Message frequency: Message frequency varies based on your ticket activity, notification settings, and team configuration. You control which notifications trigger SMS messages in your account settings.

Message and data rates: Standard message and data rates from your wireless carrier may apply to SMS and MMS messages sent and received. Greenwood 360 LLC is not responsible for charges imposed by your carrier.

Opt-out: You may opt out of SMS messages at any time by replying STOP to any message from Mova Desk, or by updating your notification preferences in your account settings. After opting out, you will receive a one-time confirmation message. You will no longer receive SMS messages unless you re-enable them.

Help: For help with SMS messaging, reply HELP to any message, or contact us at support@usemova.app.

Consent is not a condition of purchase: Your consent to receive SMS messages is not required as a condition of purchasing or using the Service. You may use Mova Desk with SMS notifications disabled.

Supported carriers: Mova Desk SMS features are compatible with most major US carriers including AT&T, T-Mobile, Verizon, Sprint, and others. Carriers are not liable for delayed or undelivered messages.

5.2 Your obligations when sending SMS/MMS through Mova Desk

Mova Desk enables organizations to send SMS and MMS messages to their customers, clients, and leads for support communications, appointment reminders, status updates, and marketing campaigns. When you use these features, you agree to the following:

5.2.1 TCPA compliance

You acknowledge that text messages sent through Mova Desk are subject to the Telephone Consumer Protection Act (TCPA), as amended, and the rules and orders of the Federal Communications Commission (FCC). You agree to:

• Obtain prior express written consent from each recipient before sending any marketing or promotional text messages via Mova Desk. This consent must clearly authorize you to send text messages to the recipient's phone number and must not be a condition of any purchase.
• Obtain prior express consent (which may be oral or written) from each recipient before sending informational or transactional text messages.
• Maintain records of consent for each recipient, including the date, time, method of consent, and the specific language the recipient agreed to.
• Honor all opt-out requests immediately. When a recipient replies STOP (or any recognized opt-out keyword), you must cease sending messages to that number promptly.
• Include clear opt-out instructions in every marketing message (e.g., "Reply STOP to unsubscribe").
• Not send messages to numbers on the National Do Not Call Registry for marketing purposes unless you have prior express written consent.
• Not use any auto-dialing technology or artificial/prerecorded voice to send messages to mobile phones without the required level of consent.

5.2.2 A2P 10DLC registration

US carriers require Application-to-Person (A2P) messaging over 10-digit long codes (10DLC) to be registered with The Campaign Registry (TCR). By using Mova Desk's SMS features, you agree to:

• Provide accurate and complete business information for brand registration with TCR, including legal business name, EIN/tax ID, business address, and contact information.
• Register all SMS campaigns (use cases) through Mova Desk's campaign registration flow before sending messages.
• Ensure campaign descriptions, sample messages, and use cases accurately reflect the messages you intend to send.
• Not send messages that fall outside your registered campaign use cases.
• Acknowledge that carrier throughput limits, filtering, and delivery rates are determined by your brand and campaign trust scores as assigned by TCR and carriers.
• Acknowledge that Greenwood 360 LLC may suspend your SMS capabilities if your brand or campaigns are flagged, suspended, or rejected by TCR or any carrier.

5.2.3 CAN-SPAM and messaging content requirements

You agree that all messages sent through Mova Desk will:

• Clearly identify you or your organization as the sender
• Not contain false, deceptive, or misleading content
• Not include SHAFT content (sex, hate, alcohol, firearms, tobacco) or any content prohibited by carriers
• Comply with the CTIA Messaging Principles and Best Practices
• Include your organization name and a way for recipients to get help (e.g., "Reply HELP for info")
• Be sent only during appropriate hours as required by applicable law (generally not before 8:00 AM or after 9:00 PM in the recipient's time zone for marketing messages)

5.2.4 WhatsApp messaging

If you use Mova Desk's WhatsApp integration, you agree to comply with the WhatsApp Business Policy and WhatsApp Commerce Policy, including all requirements regarding opt-in, message templates, and permitted use cases.

5.2.5 Indemnification for messaging

You are solely responsible for the content of messages you send through Mova Desk and for obtaining all necessary consents. You agree to indemnify and hold harmless Greenwood 360 LLC from any claims, fines, penalties, or damages arising from your SMS, MMS, or WhatsApp messaging activities, including TCPA violations, carrier fines, and regulatory enforcement actions.

6. AI features disclaimer

Mova Desk uses artificial intelligence to provide ticket triage, draft replies, sentiment analysis, deflection suggestions, and other automated assistance. You acknowledge and agree that:

• AI-generated outputs are not guaranteed to be accurate, complete, current, or suitable for any particular purpose.
• AI responses may contain errors, omissions, or hallucinated information.
• You should not rely on AI outputs for critical business, legal, financial, or medical decisions without independent human review and verification.
• You are responsible for reviewing and approving all AI-generated content before it is sent to your customers.
• AI model behavior may change over time as underlying providers update their models.
• Mova Desk does not warrant that AI features will meet your specific requirements or produce any particular results.

7. Bring Your Own Key (BYOK)

Mova Desk allows you to provide your own API keys from supported AI providers (currently Anthropic and OpenAI). When you use the BYOK feature:

• You are solely responsible for all charges, fees, and costs incurred through your API key with the respective provider.
• Mova Desk encrypts your API key at rest and uses it exclusively to process your requests. We do not share your key with any other party.
• Mova Desk is not liable for any costs, overuse, rate limiting, account suspension, unexpected charges, or any other consequences arising from the use of your API key.
• You are responsible for monitoring your own API usage and spending limits with your provider.
• You represent that you have the right to use the API key you provide and that your use complies with the provider's terms of service.

If you suspect your API key has been compromised, you should immediately rotate it with your provider and update it in Mova Desk (or remove it).

8. Subscription, billing, and credits

Mova Desk offers four tiers:

• Free: Limited features, no AI actions
• Starter ($12/seat/mo): Basic AI, limited inboxes
• Growth ($24/seat/mo): Full AI, live chat, voice, BYOK
• Agency ($49/seat/mo): White-label, custom domains, public API

Paid plans are billed monthly or annually in advance via Stripe. You authorize Greenwood 360 LLC to charge your payment method on each billing date. Downgrades take effect at the end of the current billing period. Upgrades take effect immediately with prorated billing.

AI credit packs are prepaid and non-refundableexcept where required by applicable law. Unused credits do not expire while your account remains active. Credits are non-transferable between organizations. We reserve the right to adjust credit pricing with 30 days' advance notice.

9. Third-party integrations

Mova Desk connects to various third-party services to provide functionality:

• Anthropic & OpenAI — AI language model processing
• Twilio — SMS, MMS, and WhatsApp messaging
• SendGrid — Transactional email delivery
• Stripe — Payment processing and billing
• GoHighLevel, HubSpot, Salesforce, Pipedrive, Zoho — CRM integrations (optional)
• Slack, Microsoft Teams, Google Chat — Channel integrations (optional)
• Google, Microsoft, GitHub, Apple — OAuth authentication providers

We are not responsible for the availability, performance, pricing changes, data handling, or terms of service of any third-party service. Your use of third-party integrations may be subject to those providers' own terms and policies. You are responsible for reviewing and complying with them.

10. Data ownership

You own your data. Mova Desk does not claim any ownership rights over the content you create, upload, or store on the platform — including tickets, customer conversations, knowledge base articles, files, and any other user-generated content.

You grant Greenwood 360 LLC a limited, non-exclusive license to use your data solely for the purpose of operating and improving the Service. This includes processing your data through AI providers to deliver AI features you have requested.

We may use aggregated, anonymized, and de-identified usage data (which cannot be linked back to you or your organization) to improve the Service, analyze trends, and develop new features.

11. Intellectual property

Mova Desk and all associated software, design, documentation, and content are the intellectual property of Greenwood 360 LLC. You are granted a limited, non-exclusive, non-transferable license to use the Service during the term of your subscription. You may not copy, modify, distribute, sell, or lease any part of the Service or its software.

12. Acceptable use

You agree to use the Service only for lawful purposes and in accordance with our Acceptable Use Policy. You may not use the Service to harass, spam, defraud, or harm others. Greenwood 360 LLC reserves the right to suspend or terminate accounts that violate these Terms or the AUP.

13. Limitation of liability

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, GREENWOOD 360 LLC SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, BUSINESS OPPORTUNITIES, OR GOODWILL, ARISING OUT OF OR RELATED TO YOUR USE OF THE SERVICE.

IN NO EVENT SHALL GREENWOOD 360 LLC'S TOTAL AGGREGATE LIABILITY EXCEED THE AMOUNTS YOU HAVE PAID TO GREENWOOD 360 LLC IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM. IF YOU HAVE NOT PAID ANY FEES, GREENWOOD 360 LLC'S MAXIMUM LIABILITY SHALL BE ONE HUNDRED DOLLARS ($100 USD).

14. Indemnification

You agree to indemnify, defend, and hold harmless Greenwood 360 LLC, its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or related to:

• Your use of the Service, including any content you create or actions you take
• Your use of the BYOK feature, including any charges, disputes, or claims related to your API key
• SMS, MMS, or WhatsApp messages you send through the Service, including TCPA violations and carrier fines
• Third-party integrations you configure or enable
• Your violation of these Terms
• Your violation of any applicable law or regulation
• Any claim that your content infringes the rights of a third party

15. Termination

Either party may terminate the relationship at any time:

• You may cancel your subscription at any time from your account settings or by contacting support.
• We may suspend or terminate your account if you violate these Terms, engage in abusive behavior, or fail to pay outstanding charges.

Upon termination:

• Your data will be retained for 30 days to allow you to export it.
• After 30 days, your data will be permanently deleted from our systems (excluding backups, which are purged on their normal rotation cycle up to 90 days).
• Any remaining prepaid credits are forfeited and non-refundable.
• Stored API keys (BYOK) and OAuth tokens will be permanently deleted upon account deletion.

16. Service availability

We strive to maintain high availability of the Service but do not guarantee any specific uptime percentage. The Service is provided on a "best effort" basis.

We may temporarily interrupt access to the Service for maintenance, updates, or security patches. When possible, we will provide advance notice of planned downtime. We are not liable for any loss or damage resulting from Service unavailability.

17. Governing law and disputes

These Terms shall be governed by and construed in accordance with the laws of the State of Texas, United States, without regard to its conflict-of-law provisions.

Any disputes arising under or in connection with these Terms shall first be attempted to be resolved through good-faith negotiation. If negotiation fails, disputes shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association, conducted in Dallas, Texas.

Nothing in this section prevents either party from seeking injunctive or equitable relief in a court of competent jurisdiction.

18. Changes to these terms

We may update these Terms from time to time. When we make material changes, we will:

• Provide at least 30 days' advance notice via email or an in-app notification
• Update the "Last updated" date at the top of this page
• Post the revised Terms on this page

Your continued use of the Service after the effective date of any changes constitutes your acceptance of the updated Terms. If you do not agree, you should stop using the Service and close your account.

19. General provisions

• Entire Agreement. These Terms, together with our Privacy Policy and Acceptable Use Policy, constitute the entire agreement between you and Greenwood 360 LLC regarding the Service.
• Severability. If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.
• Waiver. Our failure to enforce any provision of these Terms does not constitute a waiver of that provision.
• Assignment. You may not assign your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations without restriction.
• Force Majeure. Neither party shall be liable for delays or failures in performance resulting from causes beyond their reasonable control, including natural disasters, war, terrorism, labor disputes, government actions, or Internet service disruptions.