Terms of Service

1. Service Description

Our Service provides an embeddable AI-powered chat widget that can be integrated into websites to provide automated customer support. The Service includes website content scraping, AI response generation, and analytics features.

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

We comply with EU AI Act transparency requirements. The AI system is classified as limited risk, requiring transparency obligations. We provide clear disclosure that users are interacting with AI and maintain human oversight capabilities.

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)

5. 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

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

6. 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.com/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

7. 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.com
• Email notifications for major incidents affecting your account
• Post-incident reports for significant outages

8. 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

9. 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

10. 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

11. Third-Party Services

Our Service integrates with:

• OpenAI for AI responses
• Supabase for data storage
• Stripe for payment processing
• Optional: WooCommerce and Shopify for e-commerce features

Third-party services have their own terms which you must comply with.

12. Disclaimers and Limitations

• The Service is provided "AS IS" without warranties
• We do not guarantee uninterrupted or error-free service
• We are not liable for indirect, incidental, or consequential damages
• Our total liability is limited to fees paid in the last 12 months
• AI responses may be inaccurate; we disclaim liability for AI content

13. 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.

14. Indemnification

You agree to indemnify and hold us harmless from claims arising from your use of the Service, violation of these Terms, infringement of any rights, or your end users' interactions with AI-generated content.

15. 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)

16. 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

17. 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.

18. 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.

19. Support and Contact

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

20. Severability

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

21. Entire Agreement

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