Freshworks Supplemental Terms

Effective Date

December 17, 2025

For the prior version, please click here.

These Supplemental Terms (“Supplemental Terms”) apply to specific Freshworks Technology, and supplement and form a part of the Freshworks Terms of Service found at https://www.freshworks.com/terms/, unless Customer has a mutually executed Freshworks Main Services Agreement, in which case these Supplemental Terms will supplement and form a part such Freshworks Main Services Agreement (in either case, the “Agreement”). Any capitalized term used, but not defined herein, shall have the meaning set forth in the Agreement. In the event of conflict between these Supplemental Terms and the Agreement, these Supplemental Terms shall control.

Notwithstanding anything to the contrary in the Agreement, Freshworks reserves the right, at its sole discretion, to update these Supplemental Terms at any time in relation to the development of new or updates to existing features and functionality or applicable law. Customer’s continued usage of the Freshworks Technology may be relied upon by Freshworks as Customer’s acceptance of the then-current version of these Supplemental Terms. Sections entitled Early Access Programs and Free Services, Data Deletion, and AI-Powered Features and Services will survive any termination of the Agreement.

1. Early Access Programs and Free Services. Freshworks may offer certain features and services for testing and evaluation (“Early Access Program”) or on a free basis (“Free Services”) (collectively, “Special Services”). These Supplemental Terms relate to the acceptance and/or use of these Special Services. For the avoidance of doubt, a Customer’s use of Special Services acts as affirmative consent to the Supplemental Terms absent other methods of consent, subject to applicable law.

a. Early Access Programs. Early Access Programs shall include features and services which are expressly offered as “Beta”, “Alpha”, “EAP”, or pre-general availability. Customer acknowledges Early Access Programs can be at various stages of development, and their operation and use may be unpredictable and inaccurate.

b. Free Services. Free Services are Services which are otherwise generally available but provided free of charge for a fixed period of time. This shall include Services which are expressly offered as “Free Trial” or “Free Program” and may, in some cases, include Services which are also part of an Early Access Program.

c. Special Services. Customer acknowledges and agrees that, notwithstanding anything to the contrary in the Agreement:

i. Special Services may not have been fully tested;

ii. Customer’s use of Special Services will be for purposes of evaluating and/or testing Special Services and may include the obligation to provide feedback to Freshworks.

iii. Freshworks has no obligation to Customer to: (1) further develop, update, and/or release the Special Services; or (2) provide support for the Special Services;

iv. Freshworks has sole authority and discretion to determine the term for Special Services, and reserves the right at any time to: (1) fully or partially discontinue the Special Services with or without notice to Customer; and/or (2) make continued availability of the Special Services subject to a Fee.

d. Freshworks provides the Special Services to Customer “as-is” and makes no representations or warranties, express or implied, of any kind.

e. Any defense, indemnity, or hold harmless of Customer set forth in the Agreement shall not apply to any Special Services, and the liability of Customer under the Agreement is not limited in any way when using Special Services.

f. Notwithstanding anything to the contrary in the Agreement, to the maximum extent permitted by law, Freshworks’ total aggregate liability (and that of its suppliers) relating to Special Services is expressly limited to 100 USD for any and all damages, regardless of the nature of the claim or theory of liability.

2. Data Deletion. If Customer wishes to permanently delete Customer Data before the end of the Data Export Period, contact support@freshworks.com..

3. Communication Services. Certain Freshworks Technology including Short Message Services (“SMS”) and Multimedia Messaging Services (“MMS”) (together, the “Texting Services”), and voice communications services (the “Voice Services”) including the features available in the product FreshCaller (collectively, the "Communication Services”). The following Supplemental Terms apply to the Communication Services. If you are unsure if these Supplemental Terms relate to your Services, please review the Documentation.

a. Customer acknowledges and agrees the Communication Services are provided by way of interfaces with Third-Party Services provided by Twilio Inc. or any of its affiliates (“Twilio”). Customer acknowledges and agrees that Customer’s use of Communication Services is, in addition to being subject to these Supplemental Terms and the Agreement, subject to certain terms and conditions imposed by Twilio relating to its provision of certain Communication Services related functionalities, including, without limitation, those set forth at:

b. Customer agrees to: (i) comply with the Twilio Terms and any applicable law or regulation relating to the Communication Services, including, but not limited to, telephone recording and wiretapping laws and laws and regulations related to telemarketing, robocalling, call spoofing, and spam, such as the Telephone Consumer Protection Act, Do Not Call Implementation Act, the Telemarketing Sales Rule, and CAN-SPAM Act and associated regulations, (ii) obtain any necessary prior consents from any individuals or businesses with whom Customer communicates via the Communication Services, (iii) provide Freshworks with a validated street address as the registered place of use for each telephone number associated with the Communication Services, including any additional information such as suite, office number, building number or similar information necessary to adequately identify the location of the user (“Registered Location”), and to notify Freshworks in writing at least one week prior to changing such Registered Location, and (iv) indemnify, defend, and hold Freshworks and its Affiliates harmless from and against any costs related to third-party claims or regulatory actions arising from any of the foregoing or from any person’s use or attempted use of the Communication Services in accordance with the terms of the Agreement.

c. Customer further agrees that notwithstanding any other provision of the Agreement, Freshworks and its Affiliates shall have no liability for any: (1) service unavailability or failure of the Communication Services or the efficacy of emergency communications, except to provide a credit for any payments made by Customer for a period in which the Communication Services were not available solely due to the fault of Freshworks or its suppliers, or (2) for any damage, liabilities, losses, or any other consequences caused by Customer’s failure to maintain correct Registered Location information or to inform all potential users of the limitations of the Communication Services.

d. Customer agrees to cooperate with Freshworks and with requests Twilio makes of Freshworks to the extent reasonably necessary to ensure that the Communication Services are being deployed in accordance with applicable law and regulations. If Twilio reports to Freshworks that Customer is allegedly violating the Twilio Terms, Freshworks will provide notice to Customer to cease the offending activity. If Customer is unable to cease such activity, Freshworks may take actions to restrict the offending activity, including, without limitation removing access to the Communication Services. Customer acknowledges that as between Customer and Freshworks, Customer is the initiator and sender of any SMS or MMS message or call transmitted through the Communication Services, whether sent or made manually or by means of an automation.

e. Freshworks may disable phone numbers provided to Customer in connection with the Communication Services if such numbers are substantially underused for 60 days or if Customer’s subscription to the Communication Services is otherwise suspended, terminated, or cancelled.

f. Some jurisdictions may require that Customer has an address within such jurisdiction or provide additional information or documentation to purchase or use a phone number within the jurisdiction. If Customer requests a phone number in such a jurisdiction, Customer agrees to provide this information as reasonably requested by Freshworks and authorizes Freshworks to disclose the provided information to appropriate third parties. Customer acknowledges that such a phone number in such a jurisdiction may be taken out of service or not provisioned if Customer does not provide the requested information.

g. If and to the extent that: (i) Communication Services are a number-based or number-independent interpersonal communications service under the European Electronic Communications Code (as established by Directive (EU) 2018/1972 of the European Parliament and of the Council of 11 December 2018) (the “EECC”), (ii) Customer is a micro-enterprise, small enterprise, or not-for-profit organization, and (iii) Freshworks provides Customer with Communication Services within the European Economic Area or the United Kingdom, Customers agrees to and does hereby waive any rights (to the extent applicable) that Customer may have under: (i) Article 102(1) of the EECC, which would allow Customer to receive certain pre-contractual information; (ii) Article 102(3) of the EECC, which would allow Customer to receive a contract summary; (iii) Article 102(5) of the EECC, which would allow Customer to monitor and control usage of interpersonal communications services; (iv) Article 105(1) of the EECC, which limits the maximum contract duration; (iv) Article 107(1) of the EECC, which extends other rights in the EECC to all services provided under the Agreement; and (v) Article 107(3) of the EECC, which relates to contract extensions.

h. Customer further agrees that:

i. when enabling the Communication Services, Customer is consenting, on behalf of Customer and its Users and End Users to the processing of Customer Data (as generated by or necessary for the provision or operation of the Communication Services) by a third-party service provider;

ii. use of Communication Services is subject to the payment of additional Fees as detailed on the website. These Fees may be changed at any time by Freshworks in its sole discretion. Fees listed exclude VAT (if applicable) and FX rates may apply depending on your jurisdiction;

iii. unless Customer chooses to turn off the recording feature, all calls made using the Voice Services are recorded. Customer is responsible for obtaining consent from its Users and End Users for any voice recordings made using the Voice Services;

iv. the Communication Services are not intended to be used for emergency texts or calls to any emergency services that are designed to be routed based upon the location of the origination of the communication or to supply the receiving party with such location information (including, but not limited to, 911 in North America, 112 in Europe, and 999 and 110 and other emergency calling codes where used) (individually, and collectively, “Emergency Communications”); and

v. upon Customer’s access to the Communication Services being suspended or terminated, the phone numbers will also be disabled.

i. Port-out. In the event Customer wishes to port-out its phone number(s) upon termination of its subscription to the Voice Services, Customer agrees to notify support@freshworks.com to request assistance in the port-out to the third-party service provider of Customer’s choice.

j. System Requirements. The Communication Services require terminal equipment, electrical power, and Internet access to function. Customer is solely responsible for providing these necessary elements and arranging for any desired back-up power and access options.

k. Limitations on and of Use of Communication Services for Emergency Communications. Customer expressly agrees:

i. the Communication Services are not intended to be used for Emergency Communications;

ii. Customer has arranged for other effective and reliable methods for Emergency Communications to be available at all times to any persons who may have occasion to use the Communication Services; and

iii. Customer has trained all such users and posted conspicuous reminder notices that would be seen by all such potential users that alternatives to the Communication Services should be used for Emergency Communications and that any such use is subject to the potential limitations described in the paragraph below.

iv. Notwithstanding the foregoing, if the Communication Services are used to try to call or text 911 or another Emergency Communications center, a communication may be initiated but these communications may differ from 911/E911 or other Emergency Communications functions furnished by traditional telephone service providers in at least the following ways:

  1. Customer’s failure to provide correct registered location information or a user’s relocation of the equipment used to access the Service could result in a failure to complete or non-optimal routing of the emergency call to an incorrect emergency authority or public safety answering point, or a misunderstanding by the emergency authority of the user’s actual location; and

  2. Emergency Communications will not be available if the Communication Service is unavailable for any reason, such as a lack of Internet access or electrical power.

l. Session Replay. If Customer uses the session replay feature as outlined in the Documentation, Customer acknowledges and agrees that it is Customer’s responsibility to obtain the necessary consents and authorizations required under applicable law in connection with the use of this feature.

m. Messaging Integrations. Certain Services contain integrations with third-party messaging platforms (such integrations, the “Messaging Integrations,” and such third-party messaging platforms (e.g., WhatsApp, Facebook Messenger, Line, Twitter, and Apple Business Chat, the “Non-Freshworks Messaging Platforms”). Customer hereby acknowledges the Non-Freshworks Messaging Platforms are Third-Party Services as defined in the Agreement and agrees to comply with the terms of service that such Non-Freshworks Messaging Platforms use to govern the use of their platform(s) (the “Non-Freshworks Messaging Platform Terms”). Freshworks may make Messaging Integrations to other Non-Freshworks Messaging Platforms available as described in the Documentation, and Customer shall comply with all applicable Non-Freshworks Messaging Platform Terms.

n. Customer acknowledges and agrees: (i) Freshworks does not operate the Non-Freshworks Messaging Platforms and does not guarantee the continued availability or performance of the Non-Freshworks Messaging Platforms or the continued interoperability of the Non-Freshworks Messaging Platforms with the Services, and (ii) data transmitted via Messaging Integrations is Usage Data.

o. Customer represents and warrants it has provided notice to and received all necessary consents from End Users to contact such End Users using the Messaging Integrations and/or the Non-Freshworks Messaging Platforms. Customer acknowledges: (i) Customer Data and Personal Data may be transferred to and processed by the Non-Freshworks Messaging Platforms as necessary to provide the Services, and (ii) Customer is solely responsible for configuring the interoperability of the Services with Non-Freshworks Messaging Platforms to the extent any such actions are required outside of the Services.

p. Customer agrees not to use any Messaging Integrations that integrate with Non-Freshworks Messaging Platforms to: (a) facilitate direct conversations between End-Users and healthcare providers; or (b) send or collect any patient data obtained from healthcare providers.

q. Customer acknowledges the Non-Freshworks Messaging Platforms may charge Customer independently for access and use of their services or the Non-Freshworks Messaging Platforms may charge Freshworks for Customer’s use and access, in which case Freshworks may charge related fees to Customer (“Messaging Fees”).

r. WhatsApp Messaging. Customer acknowledges and agrees that Customer’s use of Services to access WhatsApp and its related services: (i) is subject to the WhatsApp Business Solution Terms and the WhatsApp Business Terms of Service and any such additional terms and conditions as may be incorporated by reference therefrom, including, without limitation, the WhatsApp Business Policy, the WhatsApp Business Data Processing Terms, the WhatsApp Intellectual Property Policy, and the WhatsApp Brand Guidelines and (ii) obligates Customer to pay Freshworks Messaging Fees as set forth in the applicable SOF or Website. Notwithstanding anything to the contrary in the Agreement, Customer acknowledges and agrees that Freshworks may invoice or charge Customer monthly in arrears (or with such other timing and frequency as might be reasonably necessitated by usage-based pricing) for WhatsApp-related Messaging Fees.

4. AI-Powered Features and Services (the “AI Services”). The below terms apply to Freshworks Technology which contain Artificial Intelligence (“AI”) as outlined in the Documentation and/or user experience collectively (“AI Services”). Freshworks Technology which uses AI is designated as such within the user experience and/or Documentation.

a. Definitions.

i. “AI Training” means AI Services which use Customer Data to train AI models for the purposes of improvement, enhancement, maintenance, and development of AI models. AI Training specifically excludes activities which do not adjust model weights including prompts, prompt engineering, and retrieval augmented generation.

ii. “AI Output” means the output of AI Services which is created by a Customer’s interaction with the AI Services which may be unique and distinct from Customer Data, a derivative of Customer Data, or duplicative of Customer Data.

iii. “Custom Models” means AI models which are solely trained on the data of Customer for that Customer’s use.

iv. “Collaborative Models” means AI models which are trained on data from multiple customers.

b. AI Services. By using the AI Services, Customer expressly consents to their data being used and processed by AI for the purposes of providing the AI Services and grants a royalty-free license to Freshworks to use Customer Data and AI Output for such purposes. Customer represents and warrants it has the right to process such Customer Data with AI, including obtaining appropriate consent for such processing, if required. Third party processors for the AI Services who provide generative AI Models shall be contractually prohibited from logging or storing Customer Data for more than 30 days and in no event may they use Customer Data for model training, fine-tuning, or improvement of their AI models. Freshworks’ shall be obligated in its agreements with any and all third-party AI model providers to at a minimum, provide the same obligations and protections for Customers pertaining to confidentiality, privacy, security, and data ownership as those as those set forth in the Agreement. Customer expressly consents to the de-identification of its Customer Data as related to AI Services.

c. AI Training Consent. By using the AI Services, unless Customer opts-out as further set forth below and in the Documentation Customer grants Freshworks a royalty-free license to use its Customer Data and AI Output for AI Training and expressly consents to such AI Training. Customer retains ownership of all Customer Data and AI Output, including that which is used for purposes of AI Training. Such license shall expire 180 days after Customer either terminates the AI Services or Opts-Out of AI Training (as outlined below). For avoidance of doubt, Freshworks retains all ownership in and to all Usage Data, Service performance data, machine learning algorithms, and aggregated results of any AI Training. Freshworks’ de-identification is designed to de-identify Personal Data under global privacy standards and is not designed to remove all data which may be considered sensitive or proprietary to Customer. Customer acknowledges Freshworks cannot provide assurances that information the Customer determines is proprietary, sensitive, or personal data will not be used for AI Training. Freshworks will not use or permit Customer Data to train third party hosted generative AI models, including Microsoft Azure Open AI.

d. AI Training and Services Opt-Out. Freshworks enables Customers to exercise freedom of choice in how their Customer Data is used with regards to AI. Customers who opt out of any AI Services and/or AI Training do so at their own risk and acknowledge that by doing so, they may experience diminished performance of the AI Services, and that in some cases such AI Services may be completely inoperable. Customer acknowledges that any such reduction in performance or inoperability is expressly disclaimed as a breach of any warranty or performance obligation under the Agreement. Freshworks will stop processing Customer Data for the purposes of AI Training or AI Services within seven (7) business days after the date of notice to Freshworks of the Customers Opt-Out.

i. Opt Out of Training Collaborative Models. Customers who wish to opt out of their Customer Data being used to train Collaborative Models may do so by contacting support@freshworks.com and indicating they wish to opt out of Collaborative Models. By doing so, they will continue to be provided the AI Services, though such AI Services may experience diminished performance due to lack of access to Customer Data.

ii. Opt Out of All AI Training. Customers who wish to opt out of their Customer Data being used to train both Collaborative Models and Custom Models may do so by contacting support@freshworks.com and indicating they wish to opt out of all AI Training. By opting out of all AI Training, AI Services which train on Customer Data will be turned off completely while some AI Services and features which operate without AI Training, may experience diminished performance due to the lack of access to Customer Data.

iii. Opt Out of AI Services. Customers who wish to turn off AI Services may do so at any time and at their sole discretion by navigating to the administrative console within the Services and turning off such AI Services. Please note, as further set forth in the Agreement, if Customer does turn off such AI Services, it is not entitled to any refund of fees associated with such AI Services.

e. Deletion of Customer Data from AI Services. Customers who Opt Out of any AI Training or turn off any AI Services, or whose subscriptions to such Services otherwise expire or are terminated, shall have their Customer Data deleted from being used by any AI model for AI Training within one hundred and eighty days (180) days thereafter.

f. AI Services Customer Obligations, Disclaimers, Warranties, and Other: By using the AI Services, Customer acknowledges:

i. AI Services remains an evolving technology and may produce inaccurate or inappropriate results. It is the responsibility of Customer in all instances to assure the output of AI Services are appropriate for the Customer even in instances where such AI may operate without human intervention. It is the responsibility of the Customer to conduct timely and periodic checks of the AI Services to confirm they are working as Customer expects and in alignment with Customer expectations, which are outcomes only Customer is capable of assessing and monitoring.

ii. Some AI Services may contain watermarks, symbols, text, or other indicators the AI Services are producing output generated by AI (“AI Denotation”). Customer acknowledges AI Services may permit removal of AI Denotation in the AI Services, which may cause the AI Services to fail to meet regulatory obligations of Customer. It is Customer’s sole responsibility to configure such AI Denotation notices to meet Customer’s legal requirements in Customer’s sole discretion.

iii. Customer is solely responsible for determining the suitability of the AI Services to comply with legal requirements of the Customer. Customer acknowledges they are uniquely capable of understanding how the AI Services and Services shall be used and what regulatory obligations and risk assessments are required for Customer on the basis of their use case and their jurisdiction. Customer acknowledges that any risk assessment or AI compliance documentation provided by Freshworks with regards to AI Services is based on the assessment Freshworks has conducted on the generic use of AI Services and that Customer’s own implementation of the AI Services may alter such risk assessment, which is the sole responsibility of the Customer to determine.

iv. Customer acknowledges that the use of the AI Services is subject to the Accessible Use Policy.

v. Customer shall not reverse engineer or use the AI Services or AI Output for the purposes of creating their own AI, training models that are not those of Freshworks, or to create similar Services.

5. PCI-DSS Compliance. Customer is responsible for ensuring its use of a Service to store or process credit card data complies with applicable Payment Card Industry Data Security Standards (“PCI DSS”) requirements and shall not store credit card data in a Service except in the designated, encrypted fields designed for such data, as set forth in the Documentation (“Special Fields”). During the Term, Freshworks shall maintain PCI DSS compliance for the Special Fields and is responsible for the security of the credit card data stored, transmitted, and processed in, to, and from the Special Fields, provided, in each case, that Customer’s use thereof is in accordance with the Documentation.Learn more about PCI-DSS Compliance.

6. Managed Services Provider Services. These terms apply to any Customer that has purchased Services specifically designed for Managed Service Providers (“MSPs”) as detailed in the applicable SOF. Such Services offered to support MSPs are referred to as “MSP Services” and the following terms supplement and where specified, modify the main Agreement:

a. Permitted Use for MSP Activities. Notwithstanding Section 2(c) (Use Restrictions) of the Agreement, Customer's use of MSP Services to provide services to its own end-customers shall not be considered a breach of the Agreement.

b. Responsibility of End-Customer Data. The MSP is solely responsible for configuring all controls in the MSP Services and to maintain the strict separation and confidentiality of each end-customer's data and ensuring compliance with applicable data protection laws. The MSP is solely liable for any breach of this section, including any instance of data commingling or unauthorized disclosure of end-customer data.