What’s Changed in Our Master Terms
We’ve refreshed the Mongoose Master Terms and Conditions to match how the platform works today — with stronger data commitments, clearer AI provisions, and updated commercial terms. Here’s a plain-language summary of what changed and what it means for you.
Key updates
Several updates give you more protection, more clarity, or more value than the prior terms.
Unused Credits now roll over at renewal
Unused Credits purchased under an Order Form now carry over into a renewal term of that same Order Form, and are used oldest-first.
A clear 72-hour breach-notification commitment
If we confirm a security breach affecting your data, we’ll notify you without undue delay and no later than 72 hours after confirmation, and cooperate with you in investigating and responding.
We won’t use student data to train AI models
We’ve added an explicit commitment: Mongoose will not use student or institutional data to train or fine-tune generative AI models unless you expressly agree in writing.
A defined window to export your data
After your agreement ends, you have a 30-day window to export your data, after which we delete it within 30 days — keeping only what law requires us to retain.
Late fees and suspension apply only to undisputed amounts
If you raise a good-faith invoice dispute, the disputed portion won’t trigger late fees or suspension while it’s worked through. You continue paying undisputed amounts as normal.
Key terms to know
A few terms are important to understand: how Credits work, how pricing changes over time, and how renewal happens. We’ve stated each one plainly.
How Mongoose Credits work
Some Mongoose features — including AI-generated content, MMS (multimedia/picture) messaging, and newer channels such as WhatsApp — run on Mongoose Credits. Credits are prepaid units you buy through your Order Form and use up as you use those features.
Your fees increase automatically each year
To keep service and support current as costs change, your recurring fees increase automatically each year of your agreement. The standard annual increase maximum is 5%. The exact figure that applies to you is set in your Order Form, so check there for your number.
Where legally allowed, your agreement renews automatically for one year
So your service continues without interruption, your agreement renews automatically for successive one-year terms. If you don’t want to renew, let us know in writing at least 60 days before your current term ends. Your current term dates are in your Order Form.
Your account team will reach out well before your renewal date — you won’t need to track the 60-day deadline yourself.
Other important updates
These changes modernize the agreement and clarify how it works. The full text is the controlling source.
Updated liability framework
The agreement now uses a tiered structure of liability caps tied to the fees paid, with standard carve-outs for matters such as fraud and willful misconduct, and the usual exclusion of indirect and consequential damages.
Order Form precedence and expansion
Same-scope renewals are distinguished from changes in scope. Where an Order Form and the Master Terms conflict on commercial terms, the Order Form controls; the Master Terms continue to govern everything else.
Assignment and change of control
Updated assignment provisions, including how the agreement carries over in connection with a reorganization, merger, or sale of assets.
AI features and responsibilities
Clarifies how responsibility works when you enable automated or “agentic” AI features that send communications without individual human review. You remain responsible for reviewing and approving how those features are configured.
Not an emergency or crisis service
Confirms the platform is not an emergency response, crisis hotline, or substitute for licensed professionals. While the Services may flag certain communications, you remain responsible for staffing, monitoring, and escalation.
Messaging and carrier compliance
Separates WhatsApp-specific requirements from broader carrier and messaging-provider compliance (including Twilio and A2P 10DLC frameworks), so each set of obligations is clearer.
Provisions for public institutions
Adds language addressing governing law, venue, and budget appropriations where a client is a public institution and applicable state law requires it.
Modernized standard terms
Refreshed notices, force majeure, interpretation, counterparts, and entire-agreement language for clarity and easier administration.
A note on regulated data
What the platform is — and isn’t — built for
The platform isn’t intended for certain highly regulated data, such as protected health information under HIPAA or payment-card data under PCI-DSS, unless we’ve agreed to that in writing. Student education records and related contact information that we process as your service provider are not in that excluded category and are handled under this agreement.
If your institution has specific regulated-data or privacy requirements, reach out to your account team so we can talk through the right approach for your deal.