These FAQs are designed to provide clarity on various aspects of our Terms of Service and other customer-facing agreements, helping you understand your rights and responsibilities. These FAQs do not replace the Terms of Service or any other customer-facing agreement, which remain the governing documents for our relationship. We recommend reviewing our Terms of Service and other agreements thoroughly. In case of any contradiction or discrepancy between these FAQs and the Terms of Service or other agreements, the Terms of Service or other agreements will prevail and govern.
Effective August 26, 2026, we updated our Terms of Service.
What are some specific changes that were made?
August 26, 2026 update
What Changed and Why
We have done a thorough refresh of our Terms of Service to make them clearer, better organized, and more balanced. The substance of the relationship between accessiBe and its customers has not changed, this update adds new customer protections and improves clarity, without removing any existing right or imposing any new obligation or present any Material Modification that negatively impacts your rights or increases your obligations. Here is a high-level summary of what changed and why:
- Organization. The new Terms of Service are structured in three clearly labeled parts: General Legal Terms (which apply to all who access or use our services), Product Terms (which cover the specifics for each product, including accessWidget, accessFlow, accessScan, and accessServices), and Partner Terms (which apply to Reseller Partners, Referral Partners, and Non-Profit Partners). We have also added a Key Terms table at the top and summary tables for complex topics like termination and arbitration, so you can find what is relevant to you more quickly.
- Language. We replaced formal third-person language (“Customer,” “Company”) with plain “you” and “we/us” throughout, and restructured dense paragraphs into shorter, more readable sections. The legal substance is the same, it is just easier to read.
- Balance. Several provisions were updated to better reflect a fair and mutual relationship. See the examples below for a full list.
- Length. Thanks to plain language and summary tables, the new Terms of Service should be easier and faster to navigate.
What are some specific changes that were made?
All of the following changes improve or clarify customer rights:
- IP Infringement indemnification (new). accessiBe will now defend and indemnify eligible paying customers against third-party claims that our products or services infringe their intellectual property rights. This is a new customer-facing protection that did not exist in the previous Terms.
- AI Opt-Out (formalized). Customers have always been able to opt out of having their website data used for AI training. The new Terms of Service make this right explicit: simply send us a written notice at any time.
- Longer Cure Period for Annual Plans (improved). Annual plans now have 30 days (rather than 14 days for all plans) to cure a material breach before termination can occur, better reflecting the longer-term nature of an annual subscription.
- Call Recording Opt-Out (new). Customers can now opt out ad-hoc of call recording by notifying accessiBe before a call. The prior Terms of Service did not provide this right.
- More Balanced Force Majeure. The force majeure clause now applies to both parties, not just accessiBe. Customer payment obligations remain unaffected.
- More Balanced Assignment. Both parties now require the other’s consent for a general assignment of the agreement, with standard carve-outs for mergers and acquisitions. The prior Terms of Service allowed accessiBe to assign freely without restriction.
- Customer Reference Opt-Out (clarified). The right to opt out of accessiBe using your name or logo as a customer reference is now explicit and easier to exercise: a written email notice is sufficient.
- Extended Litigation Support Notification Window. Customers now have 7 business days (up from 3 business days) to notify accessiBe of a complaint in order to receive Litigation Support.
General FAQ
Terms of Service
1. What are the Terms of Service?
The Terms of Service are the terms and conditions you agree to when you use our services or visit our website.
2. How do I agree to the Terms of Service?
You agree by checking a box indicating acceptance, clicking “I Agree” (or similar), creating an account, or accessing or using our services, whether directly or through an authorized representative.
3. Who is considered a “Visitor” under the Terms of Service?
A Visitor is anyone who accesses our website, including through our online chat, feedback forms, or any other method of submitting information on our website.
4. Who is considered a “Customer”?
A Customer is someone who uses our services (whether paid or unpaid) or has registered a dashboard account, other than if the services are accessed through a Reseller Partner.
5. Do I need to be of a certain age to use the services?
Yes. You must be at least 18 years old and legally able to enter into binding contracts.
6. Can these Terms of Service be changed?
Yes. Non-material changes take effect immediately upon posting. If a change would materially and negatively affect your rights or increase your obligations (a “Material Modification”), we will give you at least 7 days’ advance notice via your account or email before it takes effect.
7. What happens if I don’t agree with updated terms?
If we make a Material Modification and you do not accept it, you may terminate your engagement with us by notifying us in writing before the change takes effect. For non-material changes, your continued use of the services after the update constitutes your acceptance.
8. What happens if I violate the Terms of Service?
We may suspend or terminate your access to the services, and may pursue any other remedy available to us that is commensurate with the nature of the violation.
9. Does accessiBe indemnify me for intellectual property claims?
Yes, for eligible paying customers on an active subscription. If a third party claims that our products or services infringe their intellectual property rights, we will defend and indemnify you against that claim, subject to the conditions set out in the Terms.
Collection of Information
1. What information do you collect from me?
As described in our Privacy Notice, we collect information you provide (such as contact details) and data about how you use our services.
2. How is my personal information used?
Your personal information is used to provide, maintain, and improve our services.
3. Is my data safe with accessiBe?
We take steps to protect your data, as detailed in our Security Statement, but we cannot guarantee absolute security.
4. Can I opt out of having my website data used to train accessiBe’s AI?
Yes. You may opt-out of accessiBe’s right to use the information provided by you to train our AI. You can do so at any time by notifying us in writing.
Our Services
1. What is accessWidget?
accessWidget is an automated web accessibility solution that helps make websites more accessible for people with disabilities by remediating accessibility issues on your website.
2. How do I install accessWidget on my website?
Detailed instructions are provided in the Website Onboarding Guide available in your User Account or by email. We recommend testing accessWidget in a staging or test environment before deploying to your live website.
4. Are there any compatibility restrictions on using accessWidget?
Yes. You should review the technical requirements in the Product Terms before installing. There are also Excluded Issues that our tools cannot address automatically. More information can be found on our Excluded Issues page.
5. What are “Excluded Issues”?
Excluded Issues are specific accessibility problems that our tools do not address automatically. An updated list is available on our website. Additional services may be available through accessServices or third-party providers to address them.
6. What happens if my website has Excluded Issues?
You may need to purchase additional services (such as accessServices) or use manual remediation methods to fix those issues.
7. What is accessFlow?
accessFlow is accessiBe’s accessibility management platform for developers, enabling testing, tracking, and remediation of accessibility issues at the source-code level.
8. What is accessScan?
accessScan is accessiBe’s free, standalone accessibility scanning tool. It scans a single specified webpage to identify potential accessibility issues based on automated analysis. It does not remediate any issues it identifies, and scans cover only the specific domain entered, not subpages or subdomains.
9. Do you guarantee that my website will be fully compliant with accessibility laws?
No. Our services are designed to help you take meaningful steps toward compliance with WCAG standards, but no service guarantees full compliance. Compliance can also depend on factors outside our control, including changes to your website content or structure after installation, third-party integrations, and the existence of Excluded Issues. We recommend consulting with an attorney regarding your specific compliance obligations.
10. Can I use the services on multiple websites?
For accessWidget, a separate license is required for each website or subdomain. For accessFlow, the number of domains or subdomains covered depends on your Subscription Plan.
11. Can I use the services for any purpose?
No. The services may not be used for illegal activities, to deliver pre-litigation notices or cease and desist letters to third parties, for competitive benchmarking, or in any other way that violates the Terms of Service.
12. What should I do if I What should I do if I encounter problems with the Services?
Contact our support team at [email protected], or via the chat on our website, with a detailed description of the issue. The more details you provide, the faster we can help.
13. Are there any restrictions on the content I can host using your services?
Yes. Your website must not contain illegal, discriminatory, or otherwise unlawful content, and you must own or have the right to use all content on your website.
14. Can I use your services outside of the United States?
Yes, but governing law and dispute resolution differ by location.
15. What is the customer support operating hours?
Customer support is available from 9 am to 5 pm Eastern Standard Time, Monday through Friday (excluding Company holidays), via email or online chat.
17. Did accessiBe draft the accessibility statement provided?
Yes. However, every customer must adapt and customize the statement to reflect their specific circumstances, needs, and applicable legal requirements, including language requirements
User Account and Subscription
1. What is a User Account?
A User Account is your personal account where you manage your subscriptions and services.
2. Can my employees use my User Account?
Yes. You may add employees and subcontractors (“Customer Personnel”) to your account. You are fully responsible for ensuring they comply with the Terms of Service, and any violation by them will be treated as a violation by you.
3. What should I do if my account is compromised?
Notify us right away if you believe your account may have been compromised.
4. Can I cancel my subscription?
Yes. To cancel, submit written notice or disable auto-renewal in your account no later than 15 days before the end of your current period (monthly plans), or 30 days before the end of your current period (annual plans). Your access remains active through the end of the current period, and no further charges will apply after that. Unless otherwise expressly stated in the Terms, fees already paid are non-refundable.
5. Will my subscription automatically renew?
Yes, unless otherwise stated in writing. Monthly plans renew for successive 30-day periods and annual plans for successive 12-month periods, unless you cancel within the applicable notice window described above.
6. Can I upgrade my subscription plan?
Yes. You can upgrade your plan at any time through your User Account.
7. Can you terminate my account without notice?
It depends on the reason:
For-cause termination (material breach): Either party may terminate after providing written notice and allowing a cure period of 14 days (monthly plans) or 30 days (annual plans). If the breach is not cured, the agreement ends immediately.
Suspension (security or legal risk): We may suspend your access without prior notice if we believe you pose a security or legal risk or are violating the Terms. We will lift the suspension once the issue is resolved.
Termination for convenience by us: We will provide 30 days’ written notice and refund any prepaid, unused License Fees.
Litigation Support
1. What is the Litigation Support Package?
The Litigation Support Package is a technical service available to eligible paying accessWidget customers who receive a third-party complaint (including a demand letter, legal notice, or filed/draft complaint) about their website’s accessibility compliance after installing accessWidget. Availability and scope depend on your Subscription Plan and subject to the Terms of Service.
2. Is the Litigation Pledge still available?
The Litigation Pledge is no longer available for new accessWidget licenses or Subscription Plans as of July 15, 2026. If you held an eligible Subscription Plan with active Litigation Pledge coverage before that date and have maintained your subscription without interruption, your coverage remains in effect under the terms that applied to you.
3. What should I do if I receive a legal complaint about my website?
Submit a request through your Customer portal or send an email to [email protected] within 7 business days of receiving the complaint, including all relevant documentation. Failing to notify us within this window may limit our ability to provide timely support, and we reserve the right to decline requests submitted outside that timeframe.
4. Do you provide legal advice?
No. Our services are accessibility tools, not legal advice. We recommend consulting with an attorney about your website’s compliance with applicable laws, including accessibility requirements.
5. Do you provide financial assistance or indemnification through the Litigation Support Package?
No. The Litigation Support Package is limited to technical assistance: reviewing the complaint, providing documentation of the accessibility features accessWidget has implemented on your website, and dedicated technical support to address the specific issues raised. It does not cover your legal fees or any payments or penalties owed to third parties. Depending on your Subscription Plan, we may offer a broader level of assistance, as described on our pricing page.
