Terms of Service

These Terms of Service (“Terms”) govern your access to and use of OneChat, including our website, dashboard, and the AI support agent we provide (together, the “Service”), operated by OneChat (“OneChat”, “we”, “us”). By creating an account or otherwise using the Service, you agree to these Terms. If you are using the Service on behalf of a business or other organization, you are agreeing on that organization’s behalf and confirming you have the authority to do so.

1. The Service

OneChat lets you configure an AI agent, in plain language, to answer your customers automatically across the chat and storefront platforms you connect — for example WhatsApp, LINE, Instagram, Telegram, and others as we add support for them. You control what the agent knows and how it behaves; we provide the infrastructure that connects to your channels, generates replies, and hands conversations to your team when the agent determines a human is needed.

2. Accounts

You need an account to use the Service. You’re responsible for the accuracy of the information you give us, for keeping your credentials secure, and for all activity that happens under your account. Tell us right away at hello@onechathq.com if you suspect unauthorized use.

3. Acceptable use

Your use of the Service is subject to our Acceptable Use Policy, which forms part of these Terms. It sets out in detail what an agent may not be used for, how anyone can report misuse, and how we enforce those rules. In summary, you agree not to use the Service to:

• Break the law, or the terms of any platform you connect through us (WhatsApp, LINE, Instagram, Telegram, Shopify, and the like each have their own rules for bots and automated messaging);
• Send spam, unsolicited marketing, or messages to people who haven’t consented to hear from you;
• Configure the agent to impersonate a real person, mislead customers about the fact they’re talking to an AI where disclosure is legally required, or collect sensitive personal data you have no lawful basis to collect;
• Promote or arrange anything illegal, sexual, fraudulent, violent, extremist, or harmful to other people;
• Probe, disrupt, or attempt to gain unauthorized access to the Service or its underlying infrastructure; or
• Reverse engineer the Service or resell it as your own product without our written permission.

We may review an agent’s configuration and relevant conversations to investigate a suspected violation, and we may disable an agent or suspend or terminate accounts that violate this section or the Acceptable Use Policy. We’ll give notice where practical, but may act immediately and without notice where a violation is serious, illegal, or puts someone at risk of harm.

4. Your content and the data you connect

You retain ownership of the content you provide to configure your agent (instructions, knowledge, uploaded files) and of the conversations your customers have through the channels you connect. You grant us a license to host, process, and transmit that content solely to provide and improve the Service — for example, sending message content to our AI provider to generate a reply, or storing a conversation so you can review it in your dashboard. See our Privacy Policy for how we handle this data, including messages from your customers’ customers.

You’re responsible for having the right to connect each channel and to have OneChat process the messages that flow through it, and for complying with any privacy or consumer-protection law that applies to your own customers.

5. AI-generated responses

Replies are generated by an AI model based on the instructions and knowledge you provide. Like any AI system, it can misunderstand a question or answer incorrectly, especially if your instructions are incomplete or your knowledge is out of date. You’re responsible for reviewing and configuring your agent’s instructions, for the accuracy of the knowledge you give it, and for deciding which topics escalate to a human on your team rather than being answered automatically. OneChat is not liable for decisions your customers make in reliance on an AI-generated reply.

6. Subscriptions and billing

Building an agent and testing it in the dashboard is free. Deploying an agent to answer real customers requires an active paid subscription, billed at the rate shown on our pricing page at the time you subscribe. Paid subscriptions are billed in advance on a monthly or annual basis and renew automatically until cancelled. Payments are processed by a third-party payment processor (Stripe); we don’t store your full card number. You can cancel at any time from your dashboard billing settings, effective at the end of the current billing period. Every plan — monthly, yearly and lifetime — comes with a 30-day money-back guarantee: use the refund button under Settings → Billing in your dashboard within 30 days of your first payment and that payment is refunded in full, no questions asked. Beyond that guarantee, and except where required by law, fees already paid are non-refundable. Included usage you don’t use in a billing period rolls over to the next one while your subscription stays active. Conversation counts on our pricing page are estimates based on average usage. A lifetime plan is a one-time purchase that keeps your subscription active, with its monthly included usage, for as long as we operate the Service. Rolled-over usage has no cash value, can’t be refunded, and can’t be transferred to another account.

7. Third-party platforms

The Service connects to messaging and commerce platforms we don’t operate. We’re not responsible for their availability, changes to their APIs or policies, or for content that originates from them. Your use of each platform remains subject to that platform’s own terms.

8. Intellectual property

We own the Service, including its software, design, and trademarks. Nothing in these Terms transfers any of that to you, other than the limited right to use the Service as intended.

9. Disclaimers and limitation of liability

The Service is provided “as is” without warranties of any kind, express or implied, including fitness for a particular purpose. To the maximum extent permitted by law, OneChat is not liable for indirect, incidental, or consequential damages, and our total liability for any claim arising from the Service is limited to the amount you paid us in the twelve months before the claim arose.

10. Termination

You can stop using the Service and delete your account at any time. We may suspend or terminate your access for violating these Terms or the Acceptable Use Policy, non-payment, or if required by law. Fees aren’t refunded when we suspend or terminate an account for a violation. Sections that by their nature should survive termination (ownership, disclaimers, liability, governing law) will survive.

11. Changes to these Terms

We may update these Terms as the Service evolves. If a change is material, we’ll let you know by email or an in-app notice before it takes effect. Continuing to use the Service after a change takes effect means you accept the updated Terms.

12. Governing law

These Terms are governed by the laws of the jurisdiction in which OneChat is incorporated, without regard to conflict-of-law principles, except where local law requires otherwise.

13. Contact

Questions about these Terms? Reach us at hello@onechathq.com.