Juul Labs, Inc. General Terms & Conditions
Effective Date: May 22, 2026
1. General Statement / Services Terms of Use
The www.juul.com website, and all related content, mobile applications (if applicable), and associated programs and services (collectively the "Services"), are owned and operated by JUUL Labs, Inc. ("Juul Labs," "us," or "we"). Juul Labs has adopted these Terms and Conditions ("Terms") to inform you of your rights and obligations when using the Services and/or when purchasing or using any JUUL-branded products or goods supplied to you through an online account ("Products"). Your use of our Services, your creation, acceptance, or use of an online account and/or your purchase or receipt of any Products through our Services, constitutes your agreement to the following Terms.
Juul Labs may, and reserves the right to modify, limit, change, discontinue, or replace the Services and these Terms at any time. In such an event, your continued use constitutes your agreement to those changes.
Juul Labs intends its Services, Products, and marketing for, and limits the purchase of its Products to, individuals who are 21 years of age or older. By creating an account or using the Services, you represent that you are at least 21 years of age.
Please read these Terms carefully to ensure that you understand each provision.
THESE TERMS CONTAIN A MANDATORY INDIVIDUAL ARBITRATION AND CLASS ACTION/JURY TRIAL WAIVER PROVISION THAT REQUIRES THE USE OF ARBITRATION ON AN INDIVIDUAL BASIS TO RESOLVE DISPUTES, RATHER THAN JURY TRIALS OR CLASS ACTIONS. THEY ALSO REQUIRE A RELEASE OF CLAIMS, INCLUDING UNKNOWN CLAIMS, PLEASE READ SECTIONS 15 AND 17 CAREFULLY.
2. Eligibility, Safety Acknowledgment, and Registration for a JUUL.com Account
This is a contract between you and Juul Labs. You represent that you have read and agree to be bound by these Terms (as we may amend from time to time) without limitation, qualification or change. If you do not agree to these Terms, you may not use the Services, create an account, nor purchase or otherwise receive our Products through our Services. You may use the Services only if you can form a binding contract with Juul Labs. Any use of an account via the Services by anyone under 21 years of age is strictly prohibited and violates these Terms.
Our Services include an e-commerce website featuring age-regulated products. We take the prevention of underage use very seriously. Our Products should never be used by anyone under the age of 21. To comply with applicable laws and regulations, we may use your information to conduct age-verification for your purchases and may deny or cancel your purchases, delivery of Products, or access to the Services.
No tobacco product is safe. We encourage consumers to do their own research regarding vapor products and what is right for them. If you have any health concerns about use of the Products or any other nicotine or tobacco product, consult your physician. Inhalation of vapor from the Products may trigger reactions such as cough, as well as aggravate pre-existing respiratory or heart conditions.
Additionally, ingestion of nicotine, at any level, may cause other conditions (such as an increase in your heart rate and blood pressure, dizziness, nausea, and stomach pain). The Products are designed for adult smokers to transition away from combustible cigarettes. If you don’t use nicotine products, don’t start.
To use our Services, you must complete age-verification and registration process to obtain a user account. You must provide complete and accurate information during the registration process and you must update this information if it changes. See Section 14 for information about how we handle your personal data.
When you create an account, you will be required to create a user ID and password. You agree that you will never share your user ID and password with anyone else for any reason. You agree that only you will use your account. You agree to contact Customer Support immediately if you suspect unauthorized access to your account. You agree that you are solely responsible for all activity that takes place in connection with your account, and you agree to indemnify and hold harmless Juul Labs from any damages that arise out of or in relation to use of your account. You agree that you will not create more than one account. By registering, you agree that you will adhere to the Terms, and you consent to enter into agreements with us electronically.
A printed version of these Terms is admissible in judicial or administrative proceedings to the same extent as other business documents originally generated in printed form.
3. Termination of Account
We reserve the right to restrict access to, suspend, disable, terminate, and/or delete your account for any reason or for no reason. If your account is suspended, disabled, terminated, or deleted, your only option is to request reinstatement of your account by contacting Customer Support. You may not open alternate accounts.
4. Electronic Communications
- Account and Transactional Communications. With the creation of an account on juul.com, you agree that we may send you electronic notices or other transactional communications regarding Juul Labs and our Services. These types of electronic communications are required for us to communicate legal or other notices related to the Services and Products and will be sent to the email address associated with your account. The contents of any communication are effective when sent, regardless of when or if they are received or read. You can stop receiving transactional notices and communications at any time by deactivating your account.
- Marketing Communication. By completing the age-verification and registration process and providing your email address, you agree to receive electronic marketing communications and exclusive offers. These exclusive offers may be unavailable depending on your state and local law and regulations. All offers are void where prohibited. No information or statement made in connection with the Services is intended to imply that the Products have been approved by the Food and Drug Administration (“FDA”) or are safe for use by consumers. The Products are not intended to diagnose, treat, cure, or prevent any disease, including the treatment of nicotine addiction. You can choose to stop receiving these offers at any time using the unsubscribe option on communications or by unsubscribing to email marketing on the Profile section on your account page. See Section 14 for information about how we use your personal data.
- Mobile Messaging. If you elect to receive mobile (SMS/MMS) text messages from Juul Labs, including both transactional and promotional messages, your receipt and use of those messages is governed by the Juul Labs Mobile Messaging Terms and Conditions, which are incorporated into these Terms by reference.
5. Communications with Juul Labs
Customers and visitors are encouraged to forward comments or other communications to Juul Labs through Customer Support. You agree that you will not transmit content to Juul Labs that is illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, otherwise injurious to third parties, or is objectionable. You agree content does not contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of "spam." You agree that you will not use a false email address, impersonate a third-party, or otherwise provide false or misleading communication.
Communications transmitted by you will not be treated as confidential as described in the Juul Labs' Privacy Notice. By submitting any content to us through the Services, you grant us a nonexclusive, irrevocable, royalty free, worldwide, and perpetual license to use that content for any purpose, including, without limitation, a license to reproduce, prepare derivative works, distribute, perform publicly, transmit, broadcast, and display the content. Any ideas, concepts, or other materials transmitted by you may be used in any manner, including reproduction, transmission, publication, or broadcast without compensation.
We have the right, at our sole discretion, to edit or refuse to post content submitted by you. In your communications with Juul Labs, please keep in mind that we do not accept or consider any creative ideas or suggestions relating to products or marketing plans unless we have specifically requested them. As further described in our Unsolicited Ideas Policy, please do not send us any creative or original materials such as ideas for products, or any other creative suggestions, ideas, concepts or other information. We are continuously working on new product, packaging, and marketing ideas. Often, these ideas are in the developmental stage for years prior to launch. The provisions of this paragraph will survive the termination of these Terms and for the maximum period permitted under applicable law.
6. Payment
You agree to pay for all orders placed through the Services.
Except where noted otherwise, the prices displayed for the Products represent the full retail price. All prices are quoted and payable in U.S. dollars. Foreign exchange rates apply and may depend on the date your order was placed.
Your purchases may also be subject to applicable taxes or duties. Payment of taxes and duties due are your responsibility unless collected by Juul Labs at the time of your purchase.
If you dispute the amount or validity of any payments made to Juul Labs through the Services, you must notify Juul Labs in writing, within ten (10) days of payment, of any such dispute by mail at the address listed below or by contacting Customer Support. You expressly agree that your failure to notify Juul Labs of any dispute within ten (10) days of payment will constitute your express waiver of any claims related to the disputed payment.
You agree to pay all collection costs, including attorneys' fees, incurred by Juul Labs if you fail to make payment.
7. Cancellation Policy
Orders submitted cannot be cancelled once the tracking information has been generated. Generally, tracking information is generated twenty four (24) hours from the time of order submission. To cancel an order placed before tracking information is generated, please contact Customer Support as soon as possible.
8. Return Policy
In no event will Juul Labs accept return of and/or issue any refund for purchases from Juul Labs through the Services, including purchases made from retailers. Juul Labs disclaims responsibility for third-party return policies and will not honor them.
You can return any unopened item purchased through the Services for a refund up to fourteen (14) days following delivery. To exercise this right, you must withdraw from your purchase agreement by contacting Customer Support. You must return the unopened item purchased to Juul Labs within fourteen (14) days of notifying us of your election. Any payments you made to us for qualifying returns, including shipping and taxes, will be reimbursed when we receive the returned products. We will not reimburse any supplemental costs you incur by utilizing a delivery service other than our least expensive, standard option.
No refunds will be issued for items not returned within fourteen (14) days of notifying us of your election. No refunds will be issued after fourteen (14) days from the date of product delivery. No refunds will be issued for opened or used Products. A broken tamper-proof seal makes product ineligible for return.
California Residents. The provider of services is set forth herein. If you are a California resident, in accordance with Cal. Civ. Code §1789.3, you may report complaints to the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs by contacting them in writing at 1625 North Market Blvd., Suite N 112 Sacramento, CA 95834, or by telephone at (800) 952-5210.
9. Damaged / Incomplete / Incorrect Orders
You have a legal guarantee of conformity for items purchased through the Services. You agree to inspect goods upon receipt. If your order is damaged, incorrect, or incomplete, contact Customer Support immediately to request a refund or replacement. Juul Labs may require you to return non-conforming items, and will reimburse standard shipping.
10. Product Resale or Other Exploitation Prohibited
You agree not to sell, resell, distribute, or make available to others, or otherwise use or exploit for any commercial purposes (including, without limitation, in contests, sweepstakes and/or giveaways) the Products or Services. Unauthorized sale, distribution, use or exploitation of the Products or Services for commercial purposes may result in legal action.
11. Compliance with Law; Indemnification
You agree to comply with all applicable federal, state, local, and international laws, rules, and regulations in connection with your use of the Services and Products.
You agree to indemnify, defend, and hold harmless Juul Labs and its affiliates, officers, directors, employees, agents, and licensors from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys’ fees) arising out of or relating to: (i) your breach of these Terms; (ii) your violation of any applicable law; (iii) your violation of any third-party rights, including intellectual property or privacy rights; or (iv) your willful misconduct.
12. Counterfeiting
The fight against unauthorized sales and counterfeiting is a long-term commitment to quality and service we take seriously. We advise caution when purchasing Products from unauthorized resellers. If you encounter products that do not appear to be genuine, please report details to Customer Support or local law enforcement.
Please refer to our Authorized Retailer Location webpage (available at www.juul.com) or contact Customer Support to learn more about authorized retailers. Any product purchased outside of our authorized sales network runs the risk of being counterfeit and is not covered by our Warranty. We provide no service related to products purchased outside our authorized sales network.
13. Third Party Links
The Services may contain links to third-party websites. These links are not endorsements. If you access third-party websites, you do so at your own risk and their terms may apply.
14. Privacy
Our Privacy Notice information describes how Juul Labs processes personal data and is incorporated into these Terms by reference.
15. Disputes, Arbitration and Class Action and Jury Trial Waiver
Read this Section carefully because it requires the parties to arbitrate their disputes and limits the way you can seek relief from Juul Labs. For any dispute with Juul Labs, you agree to first contact our Customer Support and attempt to resolve the dispute with us informally.
Arbitration. In the unlikely event that we are unable to resolve a dispute after sixty (60) days, you and Juul Labs each agree to resolve any claim, dispute, or controversy arising out of or in connection with or relating to these Terms, the breach or alleged breach thereof, or your purchase or use of the Products (collectively, "Claims"), by binding arbitration by JAMS, under the Optional Expedited Arbitration Procedures then in effect for JAMS, except as provided herein (including the exclusion of any claims brought by Juul Labs for injunctive or other equitable relief as provided in Section 16 below).
JAMS may be contacted at www.jamsadr.com. The arbitration will be conducted in Wilmington, Delaware, unless otherwise agreed. If you are using the Products or Services for non-commercial purposes: (i) JAMS may require you to pay a fee unless you obtain a fee waiver; (ii) the award may include your costs of arbitration, reasonable attorney's fees, and reasonable costs for expert and other witnesses; and (iii) you may sue in a small claims court of competent jurisdiction without first engaging in arbitration, but this does not excuse you from the informal dispute resolution process. Any judgment on the award may be entered in any court of competent jurisdiction consistent with Section 16.
Class Action and Jury Trial Waiver. All claims must be brought in the parties' individual capacity, not as a plaintiff or class member in any class action, collective action, private attorney general action, or other representative proceeding. This waiver applies to class arbitration, and the arbitrator may not consolidate more than one person's claims unless Juul Labs agrees.
JURY TRIAL WAIVER. TO THE EXTENT ALLOWED BY LAW, YOU AGREE THAT, BY ENTERING INTO THIS AGREEMENT, YOU AND JUUL LABS ARE EACH WAIVING THE RIGHT TO A TRIAL BY JURY OR TO PARTICIPATE IN A CLASS ACTION, COLLECTIVE ACTION, PRIVATE ATTORNEY GENERAL ACTION, OR OTHER REPRESENTATIVE PROCEEDING OF ANY KIND.
Time for Making Claims: TO THE EXTENT ALLOWED BY APPLICABLE LAW, YOU AGREE THAT ANY CAUSE OF ACTION ARISING OUT OF OR RELATED TO THE SERVICES MUST COMMENCE WITHIN ONE (1) YEAR AFTER THE CAUSE OF ACTION ACCRUES OR THE CAUSE OF ACTION IS PERMANENTLY BARRED.
16. Governing Law and Venue
These Terms will be governed by and interpreted under the laws of the State of Delaware, USA, without regard to its principles of conflict of laws. Exclusive venue for any action to determine the enforceability of the arbitration provision in Section 15 or the arbitrability thereunder of any dispute, or to enforce an arbitral award rendered pursuant to these Terms will be the state or federal courts of Wilmington, Delaware. You agree that Wilmington, Delaware is the proper forum for any appeals of an arbitration award or for trial court proceedings if the arbitration provision in Section 15 is found to be unenforceable. You agree not to bring any such actions in any other venue, and you expressly agree to waive all objections to these venues.
You consent to personal and subject matter jurisdiction in Delaware state and federal courts. The Services and Products are deemed solely based in Delaware and are passive services that do not give rise to personal jurisdiction over Juul Labs outside Delaware.
The parties acknowledge that these Terms evidence a transaction involving interstate commerce. Notwithstanding the preceding sentences with respect to the substantive law, any arbitration conducted pursuant to the terms of these Terms shall be governed by the Federal Arbitration Act (9 U.S.C. §§ 1-16). THE APPLICATION OF THE UNITED NATIONS CONVENTION ON CONTRACTS FOR THE INTERNATIONAL SALE OF GOODS IS EXPRESSLY EXCLUDED.
We reserve the right to seek injunctive or other equitable relief to prevent infringement or violation of our intellectual property rights.
17. Release and Waiver of Claims; Assumption of Risk
Release of Claims. You hereby agree to the following, which is permitted by law: (i) to waive any and all claims, other than claims for personal injury, that you have or may have in the future against Juul Labs, or any of its distributors, resulting from use of the Services and Products; and (ii) to release Juul Labs or any of its distributors from any and all liability from any loss, damage, injury or expense, other than liability for personal injury, that you or any users of these Services and any Products may suffer as a result of the use of any of the foregoing, due to any cause whatsoever, including negligence or breach of contract on the part of Juul Labs, in the design or manufacture of the Services or of any Products.
In the event of your death or incapacity, these Terms are binding upon your heirs, executors, administrators, assigns, and representatives.
Waiver of Unknown Claims (California Civil Code §1542). YOU HEREBY EXPRESSLY WAIVE ANY AND ALL RIGHTS AND BENEFITS CONFERRED UPON YOU BY THE PROVISIONS OF SECTION 1542 OF THE CIVIL CODE OF CALIFORNIA (OR ANY APPLICABLE ANALOGOUS LAW), WHICH STATES: “A GENERAL RELEASE DOES NOT EXTEND TO CLAIMS WHICH THE CREDITOR DOES NOT KNOW OR SUSPECT TO EXIST IN HIS OR HER FAVOR AT THE TIME OF EXECUTING THE RELEASE, WHICH IF KNOWN TO HIM OR HER MUST HAVE MATERIALLY AFFECTED HIS OR HER SETTLEMENT WITH THE DEBTOR.”
You and Juul Labs understand and agree that additional or different facts may be discovered, but you intend to release all claims (other than claims for personal injury) against Juul Labs and its successors, subsidiaries, parents, affiliates, investors, branches, and related entities, and their officers, directors, employees, stockholders, partners, members, consultants, agents, attorneys, employee benefit plans, and assigns, whether known or unknown.
18. Trademarks and Copyright
The Services feature trademarks, service marks, logos, text, software, files, graphics, photos, images, design, music, video, and data that are the property of Juul Labs, its affiliates, licensors, or third parties. All such materials are the property of their respective owners, and you agree not to use them without prior permission of the applicable owner. The Services and all content are protected under copyright, trademark, and other laws of the United States and other countries.
19. Website Material
All content of the Services, including text, software, files, graphics, photos, images, designs, music, video, audio visual works, and data (collectively the "Materials"), are the property of Juul Labs or its licensors and protected by applicable law. You may not reproduce, copy, modify, display, adapt, publish, translate, perform publicly, reverse engineer, transfer, transmit, broadcast, distribute, license, sell, create derivative works of, or gift, in whole or in part, the Materials.
The Services are provided for informational purposes only and at your sole risk, on an "AS IS" and "as available" basis. Although we make reasonable efforts to keep content accurate, we do not guarantee accuracy. The Materials may contain inaccuracies and typographical errors.
20. Feedback and Submission
We will accept reviews of Products by the verified purchaser of that Product from our Services provided that the content is limited to the purchaser’s direct experience and does not include any content that is illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights (including publicity rights), potentially injurious to third parties or objectionable, and does not contain any performance or health-related claims, forms of commercial solicitation, or is prohibited by law.
OTHER THAN REVIEWS SUBMITTED BY ACCOUNT HOLDERS WHO HAVE MADE A VERIFIED PURCHASE THROUGH THE WEBSITE, WE DO NOT ACCEPT, REVIEW, OR CONSIDER ANY UNSOLICITED IDEAS, SUGGESTIONS, PROPOSALS, FEEDBACK, OR OTHER MATERIALS. PLEASE REFER TO OUR UNSOLICITED IDEAS POLICY FOR FURTHER INFORMATION.
21. Limited Device Warranty; All Other Warranties Excluded
Except as required by law and as provided in Juul Labs’ "Limited Warranty" a copy of which may be reviewed at www.juul.com/warranty (the "Limited Warranty"), your use of all our Products and Services are provided on an "As is" and "As available" basis. Use of the foregoing is at your own risk. To the maximum extent permitted by applicable law and to the extent not covered under the Limited Warranty, with respect to the Products and Services, Juul Labs expressly disclaims all express warranties of any kind and limits the duration of all implied warranties of any kind (including but not limited to implied warranties of merchantability, fitness for a particular purpose, or non-infringement). No advice or information concerning the use of any Products, whether oral or written, obtained by you from Juul Labs or through any Product or Service will create any warranty not expressly stated herein. Without limiting the foregoing, Juul Labs, its subsidiaries, its affiliates, and its licensors do not warrant that the content or any information on the Services, is or will be complete, accurate, adequate, reliable, useful, timely, or correct; that the Products and Services will meet your requirements or be free from defects, including product or device leaking; that the Services will be available at any particular time or location, uninterrupted or secure; that any defects or errors will be corrected; or that the Services are free of viruses or other harmful components. Any content downloaded or otherwise obtained using the Services is downloaded at your own risk, and you will be solely responsible for any damage to your computer system or mobile device or loss of data that results from such download or your use of the website.
Juul Labs does not warrant, endorse, guarantee, or assume responsibility for any product or service offered by a third party through the Services or any hyperlinked website and will not be a party to any transaction between you and third-party providers.
You must register an account and agree to these Terms to receive Limited Warranty service.
In some jurisdictions, exclusion of implied warranties is not allowed, so the above exclusions may not apply to you. This agreement gives you specific legal rights, and you may have other rights that vary by jurisdiction. The disclaimers, limitations, and exclusions in this agreement will not apply to the extent prohibited by applicable law.
22. Limitation of Liability
TO THE FULLEST EXTENT PERMITTED UNDER APPLICABLE LAW, YOU UNDERSTAND AND AGREE THAT NEITHER JUUL LABS NOR ANY OF ITS AFFILIATES, AGENTS, DIRECTORS, EMPLOYEES, SUPPLIERS, LICENSORS, OR THIRD-PARTY CONTENT PROVIDERS SHALL BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, CONSEQUENTIAL, PUNITIVE OR ANY OTHER DAMAGES, INCLUDING WITHOUT LIMITATION DAMAGES FOR LOSS OF PROFITS, GOODWILL, USE, DATA OR OTHER INTANGIBLE LOSSES, RELATING TO OR RESULTING FROM: (1) PURCHASE AND/OR USE OF ANY PRODUCTS OR SERVICES; (2) USE OF, ACCESS TO, OR INABILITY TO USE THE SERVICES; (3) USE OR INABILITY TO USE ANY OTHER SERVICE OR WEBSITE YOU ACCESS FROM A LINK THROUGH OUR SERVICES; OR (4) ANY ACTIONS WE TAKE OR FAIL TO TAKE AS A RESULT OF EMAIL OR MOBILE MESSAGES YOU SEND US; IN EACH CASE, IN AN AMOUNT EXCEEDING THE AMOUNT YOU PAID TO JUUL LABS HEREUNDER OR $100.00, WHICHEVER IS GREATER.
Scope of Limitation. This limitation of liability includes, but is not limited to, damages for errors, omissions, interruptions, defects, delays, computer viruses, loss of profits, loss of data, unauthorized access to and alteration of transmissions and data and any other tangible or intangible losses. This limitation applies regardless of whether the damages are claimed under the terms of a contract, or as a result of negligence, or otherwise arise out of or in connection with the use, inability to use, or performance of the information, services, products or materials available from this website, and even if we or our representatives have been negligent or have been advised of the possibility of such damages.
Jurisdictional Variations. Because some jurisdictions do not allow limitation of liability for consequential or incidental damages, all or some of the above limitations may not apply to you.
23. Your Liability
IF YOU CAUSE A TECHNICAL DISRUPTION OF THE CORPORATE WEBSITE OR OF THE SYSTEMS TRANSMITTING THE CORPORATE WEBSITE TO YOU OR OTHERS, YOU AGREE TO BE RESPONSIBLE FOR ANY AND ALL LIABILITIES, COSTS AND EXPENSES (INCLUDING ATTORNEYS’ FEES) ARISING FROM THAT DISRUPTION.
24. Subscription Services – JUUL Auto-Ship
You may elect to receive automated shipping of JUULpod Products through our Auto-Ship subscription service (“Subscription”). To qualify for a Subscription, you must have a valid juul.com account, be a resident of the United States, provide a valid payment method, and meet all applicable terms and conditions.
By choosing a Subscription through the Services, you agree to these Terms and those applicable to the Subscription itself. In the case of any conflict, these Terms take precedence unless specifically stated otherwise in the Subscription terms.
By choosing a Subscription, you authorize us to charge you for your initial Subscription and for the recurring periodic charges for an indefinite period thereafter until cancelled under the terms of the Subscription. The periodic charges for the Subscription will be based upon the applicable prices quoted on the website, except in cases of obvious error. Orders are subject to purchase limits subject to change.
Your first Subscription fee will be billed immediately. Unless you pause or cancel your Subscription, or your Subscription is cancelled by us, the cost for your Subscription orders will be charged either on the date the Products are shipped or the date your order is processed, depending upon local requirements. You may change the billing/shipping date by logging in to your account.
The charges for each Subscription shipment will be billed using the payment method used to create your Subscription. If your payment cannot be processed, you will be notified via email. Your Subscription will be placed on hold and no additional orders will be processed or shipped until the problem has been resolved or your Subscription has been canceled.
Except where required by law, Subscriptions are subject to standard delivery only.
There may be occasions when, despite our efforts, we are unable to ship your order. This may include circumstances where any of the Products in your Subscription have been discontinued, are out of stock, or are no longer legal in your jurisdiction. If this occurs, we will give you prior notice via email to update your Subscription to replace the discontinued Product. If you do not do this, we will pause your Subscription and you will receive an email from us to confirm that there has been an issue with your Subscription and that delivery of your Subscription will not take place. If you have been charged for discontinued Products, you may elect to receive a refund.
If a Product is out of stock, we will delay shipping until the Product is back in stock. The periodic charges for each delivery will be based upon the applicable prices quoted on the Services on the date your Products are shipped, less any applicable discount, plus applicable tax. Product prices are subject to change at any time, without notice. Subject to any minimum commitment period (see below), you may pause a Subscription for up to three (3) months at a time by accessing your account. For example, you may wish to do this if you know that you will be away. After this period, the Subscription will automatically restart unless you cancel or pause your account again.
You have the right to cancel your Subscription and returns are subject to our Returns Policy in Section 8.
If you agree to a minimum commitment period (as notified at the time of starting the Subscription) and pause or cancel your Subscription before the minimum commitment period expires, we reserve the right to charge you an early termination fee and/or discontinue or remove other benefits as described in the applicable Subscription offer. Any offer associated with a minimum commitment period is subject to availability. Any offer relating to a minimum commitment period cannot be used in conjunction with any other offer and has no cash alternative. If you require assistance with your Subscription, please contact Customer Support.
25. AI-Powered Customer Service Features
A. AI Disclosure. Certain Customer Support features made available through the Services, including chat- and voice-based interactions branded under the name “Julie” or any similar virtual assistant (collectively, the “AI Features”), are powered by artificial intelligence technology provided by third-party service providers (“AI Service Providers”). When you interact with an AI Feature, you are not communicating with a human Juul Labs employee or representative. AI Features may make mistakes, produce inaccurate or incomplete information, or fail to understand your request. You may request to be transferred to a human Customer Support specialist at any time during an interaction by saying or typing “agent” or by contacting Customer Support. If you do not wish to interact with an AI Feature, you must not initiate or continue the interaction.
B. AI Feature Use Restrictions. When accessing or using any AI Feature, you agree that you will not, and will not permit any third party to: (i) attempt to jailbreak, manipulate, bypass, or circumvent the AI Feature’s safety measures, guardrails, content filters, or operating instructions through prompt injection, adversarial inputs, role-play, or any other means; (ii) use, copy, scrape, extract, retain, or otherwise exploit any output, prompt, response, model weight, embedding, or other artifact generated by or derived from the AI Feature for the purpose of training, fine-tuning, evaluating, benchmarking, or developing any artificial intelligence or machine learning model, or any product or service that competes with the AI Feature, the underlying technology, or the services of AI Service Providers; (iii) use the AI Feature to generate, request, solicit, or facilitate any unlawful, harmful, abusive, threatening, defamatory, fraudulent, obscene, sexually explicit, discriminatory, or otherwise objectionable content, or any content that infringes the intellectual property or privacy rights of any third party; (iv) impersonate any person or misrepresent your identity, age, account status, or affiliation when interacting with the AI Feature; (v) submit input containing the personal information or biometric identifiers of any third party without that party’s express consent; (vi) use the AI Feature in a manner that violates any applicable law, regulation, or the rights of any third party, including the terms of any agreement between Juul Labs and its AI Service Providers; or (vii) rely on the AI Feature to make decisions that produce legal or similarly significant effects concerning you or any other person. We may suspend, throttle, restrict, or terminate your access to the AI Features at any time, with or without notice, if we determine in our sole discretion that you have violated this Section.
C. Recording, Transcripts, and Consent to Processing. You acknowledge and agree that all interactions with the AI Features, including chat messages, voice recordings, audio inputs, transcripts, session metadata (such as date, time, duration, and device information), and any responses generated by the AI Features (collectively, “AI Interaction Data”), will be recorded, transcribed, stored, and processed by Juul Labs and its third-party AI Service Providers for purposes including providing and operating the AI Features, responding to your inquiries, training and improving the AI Features, quality assurance, fraud prevention, security, regulatory compliance, and legal preservation and recordkeeping obligations. Before any AI Feature interaction begins, you will be presented with a disclosure that the interaction will be recorded, transcribed, stored, and processed as described above. By affirmatively acknowledging that disclosure and proceeding with the interaction, you provide your express consent to such recording, transcription, storage, processing, and disclosure, including for purposes of any applicable two-party or all-party consent requirements under various wiretapping, eavesdropping, or recording-consent laws. If you do not consent to recording, transcription, or processing, you must end the interaction immediately and contact a human Customer Support specialist by other means. Retention of AI Interaction Data is governed by our Privacy Notice and applicable law, including legal preservation obligations.
D. Biometric Information and BIPA Notice. Voice recordings and other audio inputs you provide through the AI Features may constitute “biometric information,” “biometric identifiers,” or “biometric data” under applicable laws, including the Illinois Biometric Information Privacy Act, 740 ILCS 14/ (“BIPA”), the Texas Capture or Use of Biometric Identifier Act, the Washington biometric privacy statute (RCW 19.375), the California Consumer Privacy Act/California Privacy Rights Act, and the Colorado, Connecticut, Texas, and Virginia consumer privacy statutes. By providing voice input or other biometric data to the AI Features, you provide your express written consent to the collection, storage, use, disclosure, and processing of such biometric information by Juul Labs and its third-party AI Service Providers for the purposes of providing, securing, operating, and improving the AI Features, complying with legal obligations, and the additional purposes described in our Privacy Notice. You acknowledge that this disclosure constitutes the written notice and consent required by BIPA Section 15(b) and analogous laws. Biometric information will be retained only for so long as necessary to satisfy the initial purpose for collection, and in no event longer than three (3) years following your last interaction with us, except where a longer retention period is required by applicable law or pursuant to a legal preservation obligation. If you do not consent to the collection and processing of biometric information as described in this Section, you must not use any voice-enabled AI Feature.
E. Third-Party Beneficiary. You acknowledge and agree that our AI Service Providers are intended third-party beneficiaries of aspects of Section 25 of these Terms, and that our AI Service Providers shall have the right (but not the obligation) to enforce those provisions directly against you, in their own name, to the same extent as Juul Labs may do so. Except as expressly stated in this Section 25(E), nothing in these Terms is intended or shall be construed to confer upon any person or entity (other than the parties hereto and their respective successors and permitted assigns) any rights, remedies, obligations, or liabilities under or by reason of these Terms.
F. No Agency Relationship. Nothing in these Terms or in your use of the AI Features creates any partnership, joint venture, agency, fiduciary, franchise, or employment relationship among you, Juul Labs, and any AI Service Provider(s). Juul Labs is not an agent, partner, joint venturer, employee, or representative of our AI Service Provider(s), and no such AI Service Provider is an agent, partner, joint venturer, employee, or representative of Juul Labs. Neither Juul Labs nor any such service provider has authority to bind the other, and neither shall make any representation to the contrary.
G. No Professional Advice; AI Limitations. The AI Features are provided for general customer service and informational purposes only. AI Features may generate inaccurate, incomplete, biased, or out-of-date information, and outputs are not, and should not be relied upon as, medical, legal, financial, regulatory, or other professional advice. To the maximum extent permitted by applicable law, the warranty disclaimers set forth in Section 21 and the limitations of liability set forth in Section 22 apply with full force and effect to the AI Features and to any reliance on or use of AI Feature outputs.
H. Age Restriction. Consistent with Section 2, the AI Features are intended solely for use by age-verified individuals who are at least 21 years of age (or such higher age as may be required by applicable law in your jurisdiction). Any use of the AI Features by any person under the legal purchasing age is strictly prohibited and constitutes a material breach of these Terms.
26. Miscellaneous
Where available, orders must be placed before 3:00 PM Pacific Time for next-day delivery. We may be required by law to deliver an automated telephone message to confirm purchase before delivery. These calls must be received for an order to be processed.
Severability: A finding that any term or provision of these Terms is invalid or unenforceable will be removed from these Terms and will not affect the validity or enforceability of the remaining Terms.
Assignment: These Terms, and any rights and licenses granted hereunder, may not be transferred or assigned by you, but may be assigned by Juul Labs without restriction. Any attempted transfer or assignment in violation hereof shall be null and void. No waiver by Juul Labs of any breach of these Terms is effective unless in writing.
Intellectual Property: For more information about our brand and/or intellectual property, see our Trademark List, Trademark Guide, and Patents.
You agree that these Terms, the Privacy Notice, and Limited Warranty, and any specific terms and conditions that apply to our Services, which are incorporated by reference, constitute the entire agreement between you and Juul Labs with respect to the Services, your purchases, and your relationship with Juul Labs and that there are no further understandings, agreements, or representations with respect to the Services that are not specified in these Terms.
Special Notice to New Jersey Residents
We intend for these Terms, including the terms in the sections titled “Disputes, Arbitration and Class Action and Jury Trial Waiver,” “Release and Waiver of Claims; Assumption of Risk,” “Limited Device Warranty; All Other Warranties Excluded,” and “Limitation of Liability,” as modified by this paragraph, to be as broad and inclusive as is permitted by the law of the State of New Jersey and that if any portion hereof is held invalid, that the balance shall, notwithstanding, continue in full force and effect. Notwithstanding any language in these Terms to the contrary, we agree that: (a) the limitation on liability will not apply to claims brought by New Jersey consumers for damages caused by our intentional, reckless or grossly negligent conduct and (b) the indemnification obligations will not apply to claims caused by our intentional, reckless or grossly negligent conduct. If one or more other provisions of these Terms are deemed to be illegal or unenforceable under New Jersey law, the remainder of these Terms shall be unaffected and shall continue to be fully valid, binding and enforceable to the fullest extent permitted by law.
