Terms of Service

Last Updated: November 24, 2025

1. Acceptance of Terms

By purchasing or using the Ato device and services, you agree to be bound by these Terms of Service. These terms are a legal agreement between you and Eighteen Labs, Inc.

2. Nature of the Service (AI Limitations)

Ato is an AI-powered conversational companion. It uses advanced Large Language Models (LLMs) to generate responses.

Possibility of Error: AI may occasionally generate incorrect information ("hallucinations"). You acknowledge that Ato is not a human and its statements should be viewed as conversational, not factual.

3. CRITICAL DISCLAIMER: NOT A MEDICAL DEVICE

TO THE FULLEST EXTENT PERMITTED BY LAW:

  • ATO IS NOT A MEDICAL DEVICE, A HEALTHCARE PROVIDER, OR A DIAGNOSTIC TOOL. IT DOES NOT PROVIDE MEDICAL ADVICE.
  • ANY HEALTH-RELATED INFORMATION PROVIDED BY ATO IS FOR INFORMATIONAL/ENTERTAINMENT PURPOSES ONLY.
  • NEVER DISREGARD PROFESSIONAL MEDICAL ADVICE OR DELAY SEEKING IT BECAUSE OF SOMETHING YOU HEARD FROM ATO.
  • ATO CANNOT MANAGE MEDICATIONS OR HEALTH CONDITIONS WITH 100% ACCURACY. DO NOT RELY SOLELY ON ATO FOR CRITICAL MEDICATION REMINDERS.

4. CRITICAL DISCLAIMER: NOT AN EMERGENCY SERVICE

  • ATO CANNOT CALL 911 OR EMERGENCY SERVICES.
  • ATO IS NOT A REPLACEMENT FOR AN EMERGENCY RESPONSE SYSTEM (PERS).
  • IN THE EVENT OF A FALL, HEALTH EMERGENCY, OR DANGER, ATO CANNOT CONTACT AUTHORITIES.
  • YOU ARE SOLELY RESPONSIBLE FOR ENSURING THE DEVICE USER HAS ACCESS TO TRADITIONAL METHODS OF CONTACTING EMERGENCY SERVICES.

5. User Responsibilities

  • Configuration: The Account Holder is responsible for ensuring contacts and reminders are entered correctly in the Family App.
  • Internet Connection: Ato requires an active internet connection (Wi-Fi) to function. We are not responsible for service interruptions caused by Wi-Fi or power outages.

6. Returns & Refunds Policy

At Ato, we value our customers' trust. Our return policy varies by region to best serve our local operations.

6.1. United States Customers: 30-Day Risk-Free Trial

We want you to feel confident bringing Ato into your home.

  • The Offer: If your family doesn't love Ato, you may return it for a full refund within 30 days of delivery.
  • Condition: The device must be in good physical condition with all original components and packaging.
  • Cost: We provide a free return shipping label for US customers utilizing this trial.
  • Exclusions: Returns for devices that are physically damaged by the user (dropped, broken, water damage) are not accepted under this trial.

6.2. European Union Customers: 14-Day Cooling-Off Period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification.

Condition: Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

6.3. International Customers (Rest of World)

For all other regions (outside the US and EU), we operate a Defect-Only Return Policy.

  • Eligibility: Returns are applicable only if a manufacturing defect is confirmed that affects the proper functionality of the device. Returns based on personal preference ("change of mind") or unused condition are not accepted.
  • Defect Verification: A refund will only be issued if, after technical inspection, an irreparable defect is confirmed (e.g., broken/incompatible component preventing operation). Minor issues that can be fixed via software or simple assembly adjustments are not valid grounds for a refund.
  • Timeline: You must request a return within 30 days of receiving the item.

6.4. General Return Procedures (All Regions)

How to Start: To initiate a return, contact us at hello@heyato.ai. Items sent back to us without first requesting a return will not be accepted.

Return Address:

Eighteen Labs, Inc. / Ato Returns
1525 Van Ness Avenue
San Francisco, CA 94109
United States

Refund Processing: We will notify you once we've received and inspected your return. If approved, you'll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

6.5. Damages & Shipping Issues

  • Inspecting your Order: Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.
  • Refunds in Transit: Refunds cannot be processed while the device is strictly in transit.
  • Customs & Duties: For international orders, Ato does not assume responsibility for customs duties, taxes, or additional fees that may arise during shipping or delivery, even if caused by external factors.

6.6. Exceptions / Non-Returnable Items

We cannot accept returns on sale items or gift cards.

7. Limitation of Liability

IN NO EVENT SHALL EIGHTEEN LABS, INC. BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE SERVICE, INCLUDING BUT NOT LIMITED TO DAMAGES FOR LOSS OF DATA, MEDICAL INJURIES, OR FAILURE TO ALERT CONTACTS. OUR TOTAL LIABILITY SHALL NOT EXCEED THE AMOUNT PAID BY YOU FOR THE SERVICE IN THE LAST 12 MONTHS.

8. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Delaware, without regard to its conflict of law provisions.

9. Contact Us

For any questions regarding these Terms, please contact us at hello@heyato.ai or at our mailing address:

Eighteen Labs, Inc.
1525 Van Ness Avenue
San Francisco, CA 94109
United States