last updated: september 28th 2026
Table of Contents
1. Who we are
We are JIMO, a French société par actions simplifiée registered in the Trade and Companies Register of Créteil under number 911 720 134, with registered office at 11 rue de la Pléiade, 94230 Cachan, France (“Jimo”, “we”, “us”).
You can contact us at support@usejimo.com. For anything related to personal data, write to rgpd@usejimo.com.
2. What we offer
Jimo is a digital adoption platform. It lets product teams design and deliver in-app experiences (product tours, announcements, surveys, checklists, hints) and, with the Adoption Agent, provide AI-powered guidance to the end users of their own software. The platform is provided as a cloud service (SaaS) and is deployed in the Customer’s products through a JavaScript snippet.
3. Definitions
Account
the Customer’s account on the Platform, through which the Services are accessed.
Adoption Agent
the AI-powered assistant made available by Jimo as part of the plan of the same name, which generates guidance and answers for End Users from the Knowledge Sources configured by the Customer.
Agent request
a request made to the Adoption Agent by an End User or by the Customer, counted against the monthly quota of the Customer’s plan.
Customer (or “you”)
the professional, acting through a duly authorised natural person, who creates an Account and subscribes to the Services.
Customer Data
all data, content and materials submitted to the Platform by or on behalf of the Customer, including End User attributes and events sent through the Snippet or the API, Knowledge Sources, and the experiences and content the Customer creates in the Platform.
Customer Product
the websites and applications owned or operated by the Customer in which the Customer installs the Snippet.
End User (or “Visitor”)
a person who uses a Customer Product in which the Platform is deployed.
Knowledge Sources
the documents, pages, URLs and other content the Customer provides to the Adoption Agent so that it can answer End Users.
Monthly Active User (or “MAU”)
a unique End User identified by the Platform within a calendar month, aggregated across the Customer Products connected to the Account.
Order Form
a written document signed by Jimo and the Customer that sets out commercial terms specific to the Customer. Where an Order Form exists, its terms prevail over these Terms in case of conflict.
Plan
one of the subscription plans offered by Jimo and described at jimo.ai/pricing, currently Adoption Suite and Adoption Agent.
Platform (or “Services”)
the Jimo cloud service, including the Adoption Agent, the Snippet, the API, the dashboard and the related documentation.
Snippet
the JavaScript code generated by Jimo that the Customer installs in a Customer Product to enable the Platform.
Terms
these Terms of Services.
User
any person, such as an employee, contractor or agent of the Customer, authorised by the Customer to access the Account.
Website
the Jimo website at jimo.ai.
4. Acceptance and scope of these Terms
These Terms govern the access to and use of the Platform. They form the entire agreement between Jimo and the Customer, together with the Privacy Policy, the Cookie Policy, the Data Processing Agreement referred to in section 14, and any Order Form.
You accept these Terms by ticking the box provided when creating an Account, by signing an Order Form that refers to them, or by using the Platform. If you do not accept these Terms in full, you may not use the Platform.
Order of precedence in case of conflict: the Order Form, then the Data Processing Agreement for matters relating to personal data, then these Terms, then the Privacy Policy and the Cookie Policy.
5. Who can use the Platform
The Platform is reserved for professionals: any natural or legal person acting for purposes within the scope of its commercial, industrial, craft, liberal or agricultural activity. It is not intended for consumers.
By creating an Account, you confirm that you have full legal capacity, or that you act on behalf of a legal entity with the authority to bind it.
6. Account and Users
You create an Account by completing the sign-up form on the Platform, or by signing in through one of the third-party services offered there. You must provide accurate information and keep it up to date.
You are responsible for the confidentiality of your credentials and for all activity under your Account, including the activity of your Users. You define your Users’ access rights and are responsible for their compliance with these Terms. You must inform us without delay at support@usejimo.com of any unauthorised use of your Account.
7. Plans, capacity and fair usage
Plans. The features, MAU volume, Agent request quota and other limits of each Plan are described at jimo.ai/pricing at the date of your subscription, or in your Order Form.
Free trial. Where Jimo offers a free trial, its duration and scope are indicated on the Platform. At the end of the trial, the Account continues on the Plan you have selected, or is limited to the free features if any, or is closed if no Plan is selected.
MAU and Agent requests. Your Plan includes a monthly volume of MAU and, for the Adoption Agent, a monthly quota of Agent requests. If you exceed the included volume, the Platform keeps running and your experiences keep being delivered. We will contact you to adjust your Plan at your next billing cycle, and the adjusted Plan applies from that cycle. Additional MAU, Agent request packs or products may be added at the rates published on the Website at that time.
Fair usage. The Platform may only be used for your own business purposes and in the Customer Products connected to your Account. You will not use it for fraudulent, illegal or abusive purposes, in a way that harms third parties or their rights, or in a way that interferes with our systems, security measures or the accounts of other customers.
Restrictions. You will not copy, modify or create derivative works of the Platform; reverse engineer or attempt to extract its source code, except where mandatory law permits it; resell, rent, sublicense or make the Platform available to third parties other than your Users and End Users; use the Platform to build a competing product or service; or remove any proprietary notice.
8. Fees and payment
Fees. The fees of your Plan are those published at jimo.ai/pricing at the date of your subscription, or those set out in your Order Form. Fees are stated exclusive of taxes, in euros or in US dollars. Any bank or currency conversion charges are borne by the Customer.
Billing. Depending on the Plan and the option you select, fees are invoiced monthly or annually in advance. Payment is made through our payment provider, Stripe, using the payment method you register (card, SEPA direct debit or bank transfer). You confirm that you are authorised to use that payment method. Invoices are made available on the Platform or sent by email.
Payment terms. Card and direct debit payments are collected on the invoice date. Bank transfers are due within 30 days of the invoice date, unless your Order Form provides otherwise.
Late payment. Any amount unpaid on its due date bears interest at three times the French legal interest rate, together with the fixed recovery indemnity of 40 euros per invoice provided by Article L441-10 of the French Commercial Code, without prior notice. Jimo may suspend access to the Platform if an amount remains unpaid 15 days after a written reminder, without prejudice to the amounts due. Suspension ends when the outstanding amount is paid.
Price changes. For monthly Plans, Jimo may change its prices with at least 30 days’ notice by email; the new prices apply from your next billing cycle after that period. For annual Plans, prices are fixed for the current subscription period and may only change at renewal, with at least 60 days’ notice before the renewal date. If you do not accept a new price, you may cancel in accordance with section 16 before it takes effect.
9. Adoption Agent
The Adoption Agent generates answers and guidance automatically, from the Knowledge Sources you configure and from the context of the End User’s session. You are responsible for the content and accuracy of your Knowledge Sources and for reviewing the Agent’s behaviour in your Customer Products.
The Agent relies on third-party large language model providers listed in the Data Processing Agreement. Jimo configures these providers so that Customer Data is not retained by them beyond the processing of the request and is not used to train their models. Jimo does not build AI training datasets from personal data submitted to the Platform.
Generated content is provided as is. Jimo does not guarantee that answers are accurate, complete or suitable for a particular purpose, and the Agent must not be used to provide legal, medical, financial or other regulated advice to End Users. You remain responsible for what your Customer Products communicate to End Users.
10. Our obligations
Service quality. We provide the Platform with care and skill, under an obligation of means. We monitor its availability and correct malfunctions using reasonable efforts.
Availability. Unless an Order Form provides a contractual service level, the Platform is provided without a service level guarantee. We aim to keep it available 24 hours a day, 7 days a week, and we target 99% monthly availability, excluding scheduled maintenance and force majeure.
Maintenance. We may limit or suspend access for corrective or evolutive maintenance. Scheduled maintenance is announced at least 48 hours in advance and performed outside business hours (Paris time) whenever possible.
Product improvements. We continuously improve the Platform with feature updates and fixes, according to our release processes. We may modify or retire features; we will not materially reduce the core functionalities of your Plan during a prepaid subscription period.
Hosting and security. The Platform and Customer Data are hosted on Amazon Web Services in the European Union, with industry-standard security measures including encryption in transit and at rest, role-based access control and regular backups. Our security documentation is available at compliance.usejimo.com.
Backups and continuity. Customer Data is backed up daily, with backups retained for 7 days and replicated across several availability zones. In case of a major incident, we apply our recovery plan with a recovery time objective of 8 hours and a recovery point objective of 24 hours.
Support. Support is available through the in-app chat and at support@usejimo.com on business days, from 9:00 to 18:00 Paris time. Onboarding sessions, product training and dedicated Customer Success support are provided according to your Plan or Order Form.
Insurance. Jimo maintains an insurance policy with a reputable insurer established in France covering its liability arising from IT risks, personal data breaches and cybercrime, and will provide a certificate on request.
11. Your obligations
Implementation. You are responsible for installing and maintaining the Snippet in your Customer Products in accordance with our documentation.
Prohibited data. You must not send sensitive or prohibited data to the Platform through End User attributes, custom events or Knowledge Sources, including payment card data, health data or other special categories of personal data. This restriction applies to data actively sent to Jimo; it does not extend to data displayed within your Customer Products, which Jimo neither processes nor stores.
End User information. As data controller, you are responsible for informing the End Users of your Customer Products about the use of the Platform and for obtaining any consent required by applicable law, including for cookies and similar technologies.
Compliance and rights. You comply with applicable data protection laws when using the Platform and warrant that you hold the rights necessary to submit Customer Data.
Content. You are responsible for the content you publish through the Platform. You will not publish content that is illegal, infringes third-party rights, is defamatory, misleading or harmful, or damages third-party systems. We act as a hosting provider for that content and may remove content notified to us as unlawful.
Indemnification. You will defend and indemnify Jimo against third-party claims arising from Customer Data, from your use of the Platform in breach of these Terms, or from your failure to comply with applicable law, including data protection law, as data controller.
12. Intellectual property
The Platform. Jimo and its licensors retain all intellectual property rights in the Platform, its software, documentation, models, templates and generic components, and any improvement. Subject to payment of the fees, Jimo grants you a non-exclusive, non-transferable, non-sublicensable licence to access and use the Platform, and to install the Snippet in your Customer Products, for your internal business purposes and for the duration of your subscription. No other right is granted.
Customer Data. You retain all rights in Customer Data and in the experiences and content you create in the Platform. You grant Jimo a non-exclusive licence to host, process, display and use Customer Data solely to provide, secure and support the Platform in accordance with these Terms and the Data Processing Agreement.
Aggregated data. Jimo may collect and use aggregated and anonymised usage data, which identifies neither the Customer nor any individual, to operate, improve and develop its services and to produce statistics and benchmarks.
Feedback. If you send us suggestions or feedback about the Platform, we may use and incorporate them into our products without restriction or compensation.
References. Jimo may mention your name and logo on the Website and in its customer lists to identify you as a customer. You may object at any time by writing to support@usejimo.com, and we will stop the use within 30 days for digital materials. Case studies, quotes and testimonials are published only with your prior written approval.
13. Confidentiality
Each party will keep confidential the non-public information disclosed by the other party in connection with these Terms, including pricing, product roadmap, security information and Customer Data, will use it only for the purposes of these Terms, and will disclose it only to its personnel, advisors and subcontractors who need to know it and are bound by equivalent obligations. This does not apply to information that is or becomes public without breach, was already lawfully known to the recipient, is independently developed, or must be disclosed by law. These obligations last for the duration of the subscription and three years after its end, and for as long as the information remains confidential in the case of Customer Data and trade secrets.
14. Personal data
Jimo as processor. When you use the Platform, Jimo processes the personal data contained in Customer Data as a processor on your behalf. This processing is governed by the Jimo Data Processing Agreement available at [URL of the DPA], which forms part of these Terms and lists our sub-processors. Where an Order Form attaches a Data Processing Agreement, that version applies.
Jimo as controller. Jimo processes the personal data of the Customer’s contacts and Users (such as name, email address and connection data) as controller, to manage the Account and the contractual relationship. This processing is described in our Privacy Policy at jimo.ai/privacy.
Location and transfers. Customer Data is hosted in the European Union. Personal data is not transferred outside the European Economic Area without the safeguards described in the Data Processing Agreement.
15. Liability
Cap. Jimo’s total aggregate liability under or in connection with these Terms is capped at the total fees paid by the Customer in the 12 months preceding the event giving rise to the claim. Jimo’s liability under any intellectual property indemnity it may grant in an Order Form is capped at twice the annual fees of the Customer’s Plan. No cap applies to liability that cannot be limited under applicable law, including gross negligence and wilful misconduct.
Exclusions. Neither party is liable for indirect or consequential damages, including loss of profits, revenue, business or data, other than as provided in the Data Processing Agreement. Jimo is not liable for unavailability caused by the Customer’s implementation, network or equipment, by third-party services outside its control, by the Customer’s misuse of the Platform, or by force majeure.
Claims. Any claim against Jimo must be notified in writing within 12 months of the event giving rise to it.
16. Term, cancellation and termination
Monthly Plans. Your subscription runs month to month and renews automatically. You may cancel at any time from your Account or by writing to support@usejimo.com; cancellation takes effect at the end of the current billing period and the current period is not refunded.
Annual Plans. Your subscription runs for 12 months from the subscription date and renews automatically for successive 12-month periods unless either party gives written notice of non-renewal at least 30 days before the end of the current period. Annual fees are due for the full period and are not refundable, and you may not terminate for convenience during the period.
Termination for breach. Either party may terminate the subscription by written notice if the other party materially breaches these Terms and does not cure the breach within 15 days of written notice. Where the Customer terminates for Jimo’s uncured material breach, Jimo refunds the prepaid fees for the unused portion of the subscription period, pro rata.
Suspension. Jimo may suspend access to the Platform, after notice where the circumstances allow it, in case of non-payment as described in section 8, in case of use that presents a security risk to the Platform or breaches section 7 or section 11, or where required by law. Jimo may close an Account that has remained inactive for more than 6 months on a free plan.
Effects. On the effective date of termination, your licence ends, you must remove the Snippet from your Customer Products, and Jimo stops processing Customer Data except as described below. Termination does not release you from amounts already due.
17. Data export and deletion
Within 30 days from the effective date of termination, you may request an export of Customer Data in CSV, JSON or another mutually agreed standard format; we make it available within 15 business days. During the 60 days following termination, Customer Data remains available solely for export and verification, after which it is permanently deleted, except where legal retention applies. Backups may be retained for up to 90 days but are not accessible. Standard export is free; custom migration assistance may be subject to a professional services fee.
18. Changes to these Terms
We may update these Terms. For material changes, such as changes to fees, liability or termination, we will notify you by email or through the Platform at least 30 days before they take effect. Other changes take effect on publication. If you do not accept a change, you may cancel your subscription in accordance with section 16 before the change takes effect. Continued use of the Platform after the effective date constitutes acceptance. Each version of these Terms is dated, and previous versions remain available at [URL of version history].
19. General provisions
Force majeure. Neither party is liable for a failure to perform caused by an event of force majeure within the meaning of Article 1218 of the French Civil Code. The affected party notifies the other party promptly, and the obligations concerned are suspended for the duration of the event. If the event lasts more than 60 days, either party may terminate by written notice, and Jimo refunds the prepaid fees for the unused portion of the subscription period.
Assignment. Jimo may assign these Terms to an affiliate or to a successor in the event of a merger, acquisition or sale of all or substantially all of its assets, upon written notice. You may not assign your Account or subscription without Jimo’s prior written consent.
Subcontracting. Jimo may use subcontractors to provide the Platform and remains responsible for their performance. Sub-processors of personal data are governed by the Data Processing Agreement.
Notices. Notices are given by email: to Jimo at support@usejimo.com, and to you at the email address registered on your Account. Notices of breach, termination or non-renewal take effect on acknowledgment of receipt or, failing acknowledgment within three business days, on delivery of a copy by registered letter.
Evidence. The records kept on the Platform and on Jimo’s systems constitute admissible evidence of the use of the Services and of the calculation of the fees.
Entire agreement and severability. These Terms, the documents referred to in section 4 and any Order Form form the entire agreement between the parties and supersede any prior proposal or discussion. If a provision is held invalid, the remainder stays in force. A failure to enforce a provision is not a waiver of it.
Independent parties. The parties are independent contractors. Nothing in these Terms creates a partnership, joint venture or agency.
20. Language, governing law and jurisdiction
These Terms are drafted in English. Should they be translated, the English version prevails, unless an Order Form provides otherwise.
These Terms are governed by French law. Any dispute relating to their formation, interpretation or performance that is not resolved amicably within 30 days of written notice by either party is submitted to the exclusive jurisdiction of the courts within the jurisdiction of the Paris Court of Appeal, notwithstanding multiple defendants, including for summary and conservatory proceedings.
Appendix 1 - Personal Data Processing
1. Description of the processing of personal data that we carried out on your behalf
Purpose(s) of the processing
Provision of the services (i.e., provision of a SaaS solution displaying announcements related to your products to end customers (selected by the client according to criteria), and engaging end customers in the development of your products)
Nature of the processing
Collection, recording, organization, structuring, storage, retrieval, consultation, use, disclosure by transmission, erasure.
Categories of personal data
Identification data (name, email address)Connection data (IP address)Comments (content of the comments, date and time of the comment)RatingAnnouncements interaction dataAll other personal data provided by you, excluding particular data as defined by the GDPR.
Categories of data subjects
End customers
Duration of the processing
Duration of the Terms and Conditions
2. List of the Sub-Processor(s) authorized
Purpose(s) of the processing
Processing activities sub-processed
Localization of the processing
Appropriate safeguards implemented in case of transfer of personal data outside the EU
AWS
Hosting service provider
European Union
Standard Contractual Clauses
MONGO ALTAS
Hosting service provider
European Union
/