Fair Use Policy

How our unlimited pricing works, and what it actually means.

The short version

All hej plans include unlimited conversations under a fair use policy. This means your visitors can chat as much as they need. We don't charge per message, per conversation, or per resolution.

Fair use exists to protect the service for everyone. Every conversation costs us real money in AI compute, and fair use makes sure a small number of accounts don't degrade the experience for the rest.

The vast majority of customers will never think about this policy. It only applies to extreme outliers.

What counts as normal use

Normal use means real visitors asking real questions about your site, product, or service. This is what hej is built for.

✓Visitors asking questions about your product, pricing, or documentation
✓Customer support conversations, even in high volumes during busy periods
✓Internal team testing and prompt tuning
✓Seasonal traffic spikes (sales, launches, campaigns)
What falls outside fair use

Fair use is designed to catch abuse, not to penalize growth. These are the scenarios we watch for:

✕Automated or bot-generated conversations (scripts, scrapers, load testing against the widget)
✕Using hej as a general-purpose AI API rather than a customer-facing chat widget
✕Reselling or proxying conversations through your account on behalf of other businesses
✕Deliberately circumventing rate limits or abuse protections

If your usage looks unusual, it's almost always a misconfiguration, not abuse. We'll reach out to help fix it.

Hej.chat reserves the right to determine, at our sole discretion, what constitutes fair use.

What happens if you exceed it

We don't surprise-suspend accounts. If your usage raises a flag, here's what happens:

1
We reach out. We'll email you with specifics about what we're seeing and ask if everything looks right.
2
We help you fix it. If it's a misconfiguration, bot traffic, or a crawl issue, we'll sort it out together.
3
We suggest an upgrade if needed. If you've genuinely outgrown your plan, we'll recommend a plan that fits. No pressure.
4
We only restrict as a last resort. Throttling or suspension only happens after repeated warnings and only for deliberate abuse that impacts other customers.
Why we do it this way

Every conversation your visitors have with hej costs us money. AI models, vector search, infrastructure. We could charge per message like some competitors, but we think that creates the wrong incentives. You shouldn't have to worry about whether answering a customer's question is “worth it.”

Fair use lets us offer flat, predictable pricing while keeping the service fast and reliable for everyone. It's a promise we take seriously, on both sides.

Questions

If you're unsure whether your use case fits within fair use, just ask. We're happy to talk it through before you sign up.

Contact us or email hej@algorithma.ai.