Terms of Service

1. Service Description

Our Service helps businesses handle customer conversations, stay organised, manage documents and follow-ups, and more — accessible through web and mobile.

• Web Dashboard: Browser-based management console for your business operations, integrations, and analytics
• Chat Widget: Embeddable AI-powered customer service assistant for your website
• iOS Application: Native mobile app for on-the-go access to conversations, briefings, and business management via Omni, your AI assistant
• Omni AI Agent: An AI-powered assistant that can perform actions on your behalf — including managing communications, processing transactions, scheduling, and coordinating across your connected integrations — based on your configuration and instructions

2. AI-Powered Service Disclosure

You acknowledge and agree to the following regarding AI-generated content:

• AI Disclosure Requirement: You must ensure that end users of your website are informed they are interacting with an AI system. Our widget displays this disclosure by default; you agree not to remove or obscure it.
• No Accuracy Guarantee: AI-generated responses are provided "as-is" without warranty of accuracy, completeness, or fitness for any particular purpose
• Human Review Recommended: You are responsible for reviewing AI-generated content and should not rely solely on AI responses for critical decisions
• Training Data: AI responses are based on your website content and general language model training; responses may not reflect current or complete information
• No Professional Advice: AI responses do not constitute medical, legal, financial, or other professional advice
• Multiple AI Providers: We use multiple AI providers and may route your data through any active provider. All providers are bound by data processing agreements.
• AI Hallucination Risk: AI systems may generate responses that appear plausible but are factually incorrect, incomplete, or fabricated. This is an inherent limitation of current AI technology, not a defect in our Service
• Evolving Capabilities: AI models are updated periodically by their providers. Response quality, style, and capabilities may change without notice as underlying models are improved

We comply with EU AI Act transparency requirements (Article 50). The AI system is classified as limited risk, requiring transparency obligations including clear disclosure that users are interacting with AI, maintaining human oversight capabilities, and ensuring adequate technical documentation of AI system behaviour.

3. Account Registration

• You must provide accurate and complete information during registration
• You are responsible for maintaining the security of your account credentials
• You must notify us immediately of any unauthorized access
• One account per business entity is permitted

4. Acceptable Use

You agree NOT to use the Service to:

• Violate any laws or regulations
• Infringe on intellectual property rights
• Transmit malicious code or interfere with the Service
• Collect personal information without consent
• Impersonate others or provide false information
• Use the Service for illegal, harmful, or offensive purposes
• Remove or obscure AI disclosure notices
• Use the Service to provide regulated professional advice (medical, legal, financial)
• Attempt to manipulate, bypass, or circumvent AI safety measures or content filters
• Use prompt injection or adversarial inputs to cause the AI to perform unintended actions
• Use the AI agent to make automated decisions in regulated domains without appropriate human oversight

5. Autonomous AI Agent Actions

Our AI assistant ("Omni") can perform actions on your behalf based on your configuration, instructions, and connected integrations. This section describes the delegation framework and your responsibilities.

Delegation and Authority

• Your Agent: Omni performs actions on your behalf based on your configuration, instructions, and connected integrations — including managing communications, processing transactions, scheduling, and coordinating across your connected services
• Principal-Agent Relationship: You are delegating authority to an AI system. You remain the principal and bear responsibility for the actions taken on your behalf
• Scope Configuration: You should configure appropriate scope limits and review processes proportionate to the impact of actions Omni may take

Approval Workflows

• Human Review: For actions with financial, legal, or significant operational consequences (e.g., processing refunds, sending bulk communications, modifying records), you should enable approval workflows requiring human review before execution
• Configuration Tools: We provide tools to configure approval requirements, including trust-based scoring and automatic escalation. The decision of which actions require approval is yours
• Default Protections: We may introduce default approval requirements for certain high-impact action categories

Human Oversight and Automated Decision-Making

• GDPR Article 22: Where Omni makes automated decisions with legal or similarly significant effects on individuals, you must ensure compliance with GDPR Article 22, including providing data subjects with the right to obtain human intervention, express their point of view, and contest the decision
• Audit and Oversight Tools: We provide audit logs, decision explanations, and override capabilities to support your compliance obligations
• Guidance: For help configuring human-in-the-loop processes, contact hello@omniops.co.uk

Liability for Agent Actions

• You are responsible for reviewing and overseeing Omni's autonomous actions
• We are not liable for consequences of actions taken by Omni that you configured, approved, or failed to restrict through available controls
• We accept responsibility for agent actions that result from defects in the Service (see Section 13 for our warranty and liability framework)

6. Content and Data

Your Content

• You retain ownership of content you provide
• You grant us a license to use your content to provide the Service
• You are responsible for ensuring you have rights to all content
• No AI Training: We do not voluntarily submit your data for AI model training. Your data is processed solely to provide the Service to you. We contractually require our AI providers not to use your data for model training

AI-Generated Content

• AI responses are provided "as is" without warranty
• You are responsible for reviewing AI responses for accuracy
• We are not liable for errors or inaccuracies in AI responses
• You own AI-generated outputs, subject to our Privacy Policy
• Third-Party IP: AI-generated content may incorporate patterns from the AI model's general training data. We do not guarantee that AI-generated content is free from third-party intellectual property claims

7. Pricing, Payment, and Refunds

Pricing

• Free Tier: Up to 100 messages per month, basic features
• Paid Plans: As described on our pricing page at omniops.co.uk/pricing
• Price Changes: We will provide 30 days notice before price increases; existing subscriptions are honored until renewal

Payment Terms

• Payments are processed securely through Stripe
• Subscriptions are billed in advance on a monthly or annual basis
• Failed payments will be retried; accounts may be suspended after repeated failures

Refund Policy

Our refund policy:

• 14-Day Money-Back Guarantee: New subscribers may request a full refund within 14 days of initial purchase if unsatisfied
• Pro-Rata Refunds: Annual subscribers who cancel may receive a pro-rata refund for unused whole months, minus a 10% early termination fee
• No Refunds After 14 Days: Monthly subscriptions are generally non-refundable after the 14-day period
• Service Credits: Outages exceeding our SLA may qualify for service credits rather than cash refunds

How to Request a Refund

• Contact hello@omniops.co.uk with your account email and reason for refund
• Refund requests are processed within 10 business days
• Refunds are issued to the original payment method

8. Service Level Agreement

We are committed to providing reliable service. This section describes our service level commitments for paid plans.

Uptime Commitment

• Target Uptime: 99.9% monthly uptime for core chat functionality
• Measurement: Uptime is calculated as total minutes in month minus downtime minutes, divided by total minutes
• Exclusions: Scheduled maintenance, force majeure events, and issues caused by third-party services are excluded from uptime calculations

Scheduled Maintenance

• Maintenance windows: Sundays 02:00-06:00 UTC when possible
• 48-hour advance notice for planned maintenance
• Emergency maintenance may occur without notice when required for security

Support Response Times

Response times vary by plan and issue severity:

Incident Communication

• Real-time status updates at status.omniops.co.uk
• Email notifications for major incidents affecting your account
• Post-incident reports for significant outages

Data Protection

• Backup Procedures: We maintain commercially reasonable backup and disaster recovery procedures appropriate to the nature of the Service
• Data Isolation: Data isolation measures applicable to our architecture are described in our Data Processing Agreement
• Data Loss Liability: In the event of data loss, our liability is governed by the Disclaimers and Limitations section of these Terms
• Customer Backups: We recommend regularly exporting your data using the dashboard export tools to maintain independent backups of critical business data

9. API Usage and Limits

• Rate limits apply as specified in your plan
• Excessive usage may result in temporary suspension
• API keys must be kept confidential
• We reserve the right to modify limits with 30 days notice

10. Privacy and Data Protection

• We handle data according to our Privacy Policy
• You must comply with applicable data protection laws (GDPR, CCPA)
• You are responsible for obtaining necessary consents from end users
• You must display appropriate privacy notices on your website

11. Intellectual Property

• The Service and its original content remain our property
• Our trademarks and branding may not be used without permission
• Feedback and suggestions may be used without compensation
• You retain rights to your original content and configurations

12. Third-Party Services and Integrations

Our Service integrates with the following core services:

• Anthropic (Claude) for primary AI agent
• OpenAI (GPT) for AI responses and embeddings
• Google (Gemini) for creative AI and website features
• Supabase for data storage and authentication
• Hetzner Cloud for production hosting
• Cloudflare for CDN and DDoS protection
• Sentry for error monitoring
• UptimeRobot for external uptime monitoring
• Resend for transactional emails
• Stripe for payment processing

Optional integrations (when enabled by you):

• Google Workspace (Calendar, Gmail, Drive, Contacts, Sheets, Forms)
• Microsoft 365 (Calendar, Outlook, Teams)
• WooCommerce and Shopify for e-commerce features
• WhatsApp, Instagram, and Messenger for customer messaging
• Slack for team notifications
• Meta Ads for advertising management

Integration Responsibilities

• You are responsible for maintaining valid credentials for your connected integrations
• We encrypt all integration credentials at rest using AES-256 encryption
• If a third-party service experiences an outage, related features of our Service may be unavailable; we are not liable for third-party service failures
• Actions taken by Omni through your integrations are subject to those services' terms; you are responsible for compliance with their terms
• We may suspend integration access if we detect security concerns with stored credentials
• Third-party API changes may reduce or degrade features without notice; we will make commercially reasonable efforts to adapt

Third-party services have their own terms which you must comply with. A complete list of sub-processors is available in our Data Processing Agreement.

13. Disclaimers and Limitations

Service Warranty

• Reasonable Skill and Care: We will perform the Service with reasonable skill and care consistent with industry standards for AI-powered business tools
• Implied Warranties: This warranty replaces all implied warranties to the maximum extent permitted by law

AI-Specific Limitations

• Probabilistic Outputs: AI-generated content and agent actions are probabilistic, not deterministic. We do not guarantee accuracy, completeness, or fitness for any particular purpose
• Variable Responses: AI systems may produce different outputs for the same input. This is an inherent characteristic of the technology, not a defect in our Service
• Business Decision Risk: We are not liable for business decisions made in reliance on AI-generated content without appropriate human review

Limitation of Liability

• Liability Cap: Our total aggregate liability under these Terms shall not exceed the fees paid by you in the twelve (12) months preceding the claim
• Excluded Damages: We shall not be liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunity
• Statutory Exceptions: Nothing in these Terms excludes or limits liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; (c) any liability which cannot be excluded or limited by law, including under the Unfair Contract Terms Act 1977 or the Consumer Rights Act 2015

Force Majeure

Neither party shall be liable for failures caused by circumstances beyond reasonable control, including but not limited to natural disasters, government actions, pandemic, war, or widespread internet or infrastructure failures.

14. Data Portability and Switching Rights (EU Data Act)

Your Switching Rights

• Termination Right: You may terminate this agreement at any time with a maximum of two (2) months' written notice, regardless of any fixed contract term
• No Lock-In: We will not impose contractual, technical, or commercial barriers that prevent or disincentivize you from switching to another provider
• Free Data Export: Upon request, we will provide all your data (input, output, and metadata) in a structured, commonly used, machine-readable format at no additional charge

Switching Process

• Initiation: Submit a switching request via your dashboard or by contacting hello@omniops.co.uk
• Timeline: We will begin the switching process within the two-month notice period and complete data migration within 30 days
• Continued Service: Your service remains fully functional during the switching period
• Migration Assistance: We will provide reasonable technical assistance to facilitate your transition

Switching Charges

From January 12, 2027, all switching charges are prohibited under the EU Data Act. Until that date:

• We do not charge switching fees for standard data export
• Reasonable charges may apply for custom migration assistance
• Any applicable charges will be transparently communicated in advance

Exportable Data

Your exportable data includes:

• All chat conversations and messages
• Website content index and embeddings
• Configuration settings and preferences
• Analytics and usage data
• Account information and settings

Export your data anytime from your Dashboard Privacy Settings.

15. Indemnification

You agree to indemnify and hold us harmless from claims arising from:

• Your use of the Service in violation of these Terms
• Your infringement of any third-party rights
• Your end users' interactions with AI-generated content
• Actions taken by Omni pursuant to your configuration, including actions you approved or failed to restrict through available controls
• Your failure to implement appropriate human review workflows for high-impact decisions
• Unauthorized third-party credential connections you configure

16. Termination

• By You: You may terminate at any time with 2 months notice (per EU Data Act requirements)
• By Us: We may suspend or terminate immediately for Terms violations
• Upon termination, your access will be revoked
• You may export your data before termination at no charge
• Certain provisions survive termination (liability, IP, indemnification)

17. Changes to Terms

• We may update these Terms with 30 days notice
• Continued use after changes constitutes acceptance
• Material changes will be communicated via email
• You may terminate if you disagree with changes

18. Governing Law

These Terms are governed by the laws of the United Kingdom, without regard to conflict of law principles. Any disputes shall be resolved in the courts of England and Wales. EU consumers retain the right to bring claims in their local courts.

19. Accessibility

We are committed to making our Service accessible to all users, including those with disabilities.

Our accessibility features include:

• Keyboard navigation support throughout the interface
• Screen reader compatibility with ARIA labels
• Sufficient color contrast ratios
• Resizable text without loss of functionality
• Focus indicators for interactive elements
• Alternative text for images and icons

Accessibility Feedback:

If you encounter accessibility barriers or have suggestions for improvement, please contact us at hello@omniops.co.uk. We welcome feedback and are committed to continuous improvement of our accessibility.

20. Support and Contact

For support and inquiries, please contact us through the dashboard or email us at hello@omniops.co.uk.

21. Severability

If any provision of these Terms is found unenforceable, the remaining provisions will continue in effect.

22. Entire Agreement

These Terms, together with our Privacy Policy and applicable Data Processing Agreement, constitute the entire agreement between you and us regarding the Service.