Terms of Service

1. Service Description

Our Service helps businesses answer 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 customer service chat for your website
• iOS Application: Native mobile app for on-the-go access to conversations, briefings, and business management via Omni
• Omni AI Agent: An AI agent 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 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 agent ("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

Suspending Autonomous Actions

• Pause at Any Time: You may suspend autonomous agent actions at any time via the Agent page in your dashboard (/dashboard/agent) or by instructing Omni directly
• Effect of Suspension: Suspension removes autonomy — actions that would have executed automatically instead queue for human approval. It does not interrupt customer service: conversations continue and requests are held for your review rather than discarded
• Audit Trail: All pause and resume events are recorded with the acting user, so you can always establish who changed the agent's authority and when

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 [email protected]

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, Free Trial, Auto-Renewal, Cancellation & Refunds

Business customer status

By subscribing to Omniops (the “Service”) you represent and warrant that you are entering into this agreement in the course of a trade, business, craft or profession, that you are not acting as a “consumer”, and that the person accepting these terms has authority to bind that business. If you are an individual (including a sole trader), you confirm your subscription and use of the Service is wholly for business purposes, with no significant personal or household element. This is a business-to-business contract.

Nothing in this clause excludes or restricts any statutory right you may have if you are in fact a consumer; those rights cannot be excluded by contract and, if they apply, they apply in full (see “Your statutory rights” below).

Pricing

• Direct subscription: £500 GBP per month, billed monthly in advance through Stripe with a 14-day free trial; until all 500 founding places are taken, available by invitation only. Then, once they’re gone, available to everyone
• Answered conversations: The £500 plan includes 2,000 answered conversations a month. Above that, we talk first. Nothing is charged without your agreement.
• Shopify App Store subscription: $650 USD per month, billed through Shopify with a 14-day free trial. The $650 plan includes up to 2,000 answered conversations a month as a fair-use allowance. Every charge for this plan is made through Shopify; nothing is sold or billed outside it.
• VAT: Omniops is not currently registered for VAT, so no VAT is added by Omniops to the £500 direct-subscription fee. Shopify determines and displays any taxes that apply to a Shopify App Store charge. If our VAT status changes, we will give advance notice and apply VAT as required by law
• Price changes: We will give you no less than 30 days’ written notice before any price increase; if you do not accept it you may cancel before it takes effect
• Optional usage packs: on the direct subscription, additional voice, image, and Omni usage may be bought separately when available. The pack size, currency, price, and billing provider are shown before purchase and do not change the base subscription selected. Shopify App Store shops are billed only through Shopify, and no packs are sold to them

500 Founders (founding places)

A limited offer of 500 numbered founding places, available while the offer is open and until all places are taken. Founding places are a direct Stripe subscription and are governed by this section where it differs from the standard pricing and trial terms above.

• Your number is your price: founding places are numbered 1 to 500 and allocated in order at checkout. The monthly fee for place n is £n GBP (place 1 is £1, place 500 is £500), billed monthly in advance through Stripe
• No trial; first month charged at checkout: the founding subscription starts immediately and the first month is charged when you complete checkout. Nothing above about a free trial applies to a founding place
• Price lock: your founding price does not increase for as long as your founding subscription remains continuously active. This is our commitment; the 30-day price-change notice above does not apply to an active founding place
• Unpaid fees: if a payment fails we re-attempt collection for up to 14 days and you keep your place throughout. If the fee is still unpaid after that, the subscription ends and your place is retired
• Cancellation forfeits the place: you may cancel at any time from Plan & usage, effective at the end of the paid month. When a founding subscription ends for any reason, its number is retired and is never resold or reissued. Rejoining is at the then-current price
• One place per business: a founding place attaches to one OmniOps account and one store. It is not transferable
• Answered conversations: a founding place includes 300 answered conversations a month. Above that, we talk first. Nothing is charged without your agreement. We will not change your access without talking to you first
• December 2026 conversations: if your founding place is paid for by 23:59 UK time on Friday 13 November 2026, every answered conversation from 1 to 31 December 2026 is included in your founding price, and the monthly allowance above does not apply in that month. Your monthly founding fee is still charged. Studio and Canvas are still billed as you use them. Unused conversations do not carry over and have no cash value. It applies once, to a founding place that is active in December 2026; a place taken after the deadline, including on rejoining, does not qualify
• Studio and Canvas: creative tools are available to founders and are billed separately as you use them, at the prices shown before each purchase. They are never charged against, or included in, the founding price
• The founders wall: by taking a founding place you permit us to show your business name and logo, with your place number, on the public founders wall on our website and in our marketing of the offer. You can switch this off at any time in settings and we will remove it within one working day
• Existing customers: the founding offer does not change any existing agreement

14-day free trial

• The 14-day free trial applies to the direct £500 subscription and to the public Shopify app. On the direct subscription it begins at checkout, where your card is taken; on the Shopify app it begins when Shopify confirms the selected plan. A founding place has no free trial: its first month is charged at checkout
• A valid payment method is required when the trial is ready to begin. Eligible Shopify App Store customers pay through Shopify. You are not charged the monthly subscription fee during the trial
• Unless you cancel before the trial ends, you authorise us, through Stripe, to charge £500 GBP for the direct subscription, or Shopify to charge the price shown at approval: $650 USD for the Shopify App Store subscription. The subscription then renews monthly until you cancel
• You may cancel at any time during the trial (see “Cancellation”) and no charge will be taken

Trials on the Shopify App Store plan

The 14-day free trial applies to Shopify App Store subscriptions, which are approved, billed, and managed in Shopify Admin; Shopify's billing notices and controls apply to those subscriptions.

Automatic conversion and monthly renewal

• Where a trial applies (the direct £500 subscription or the Shopify App Store), unless you cancel before the trial ends, your subscription automatically converts to a paid monthly subscription. The first charge is taken the day after the trial ends
• Your subscription then renews automatically each month on the same date, charged in advance, until you cancel. For direct Stripe subscriptions, we email you 7 days before renewal confirming the amount, date, and how to cancel. Shopify manages the billing cycle and notices for Shopify App Store subscriptions
• If a payment is declined we may suspend access and will re-attempt collection for up to 14 days; if it is not collected we may terminate the subscription

Cancellation

• You may cancel at any time, by self-service and without contacting us, from Plan & usage, or through Shopify where Shopify bills your account. Cancelling is as straightforward as signing up
• Cancel during the trial, on the direct £500 subscription or the Shopify App Store plan: cancellation is immediate and you are not charged
• Cancel after a charge has been taken: it stops all future billing and takes effect at the end of the paid month already in progress. You keep full access until then. No part-month or pro-rata refund is given on ordinary cancellation

Refunds

Incorrect-charge exception: we will correct duplicate or incorrect charges and provide refunds where required by law or the applicable payment provider's rules. Any service credits included in a separate written order form or service level agreement are governed by that agreement.

To raise a billing or refund request, contact [email protected] with your account email; we aim to respond within 10 business days. Approved refunds are issued through the original payment provider, including Shopify for Shopify App Store subscriptions.

Your statutory rights (if you are in fact a consumer)

If, despite the business-customer confirmation above, you are or are later determined to be a consumer, your statutory rights apply in full and are not affected by the non-refundable or auto-renewal terms above — including, in the UK, your rights under the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, and the Digital Markets, Competition and Consumers Act 2024 once its subscription provisions are in force; and, in the Republic of Ireland or the EU, your mandatory local consumer rights. Where you asked at sign-up for the Service to begin immediately during any cancellation period, your statutory right to cancel may be reduced or lost in proportion to what has been provided. If you believe you have consumer rights, contact [email protected] and we will handle your request under the applicable law.

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
• 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 [email protected]
• 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 12 January 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 want our Service, including the chat on a shop's website, to work for everyone, including people with disabilities. The chat has not yet been audited for accessibility, and we do not claim it conforms to WCAG or any other standard. Our accessibility statement at omniops.co.uk/accessibility says what we have checked and what we know is missing.

If you encounter an accessibility barrier, please contact us at [email protected].

20. Support and Contact

For support and inquiries, please contact us through the dashboard or email us at [email protected].

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.