Terms of service

Effective date: 1 January 2026 · Last updated: 1 January 2026

1. Agreement

These terms govern your use of Openline — the website, the dashboard, the chat widget and the API (together, the "Service"). By creating an account or using the Service you accept them. If you're accepting on behalf of a company, you confirm you're allowed to bind it.

2. Your account

• You must give accurate details and keep them current.
• You're responsible for everything that happens under your account, including what your team members do.
• Keep credentials secure and tell us promptly at security@openline.ai if you think they've been compromised.
• Accounts are for businesses. You must be able to form a binding contract in your jurisdiction.

3. The trial

Trials run for 14 days with the full feature set and no card required. At the end, the agent pauses until you choose a plan — we don't convert a trial into a paid subscription automatically.

4. Fees and billing

• Plans are billed monthly or annually in advance, at the prices shown on the pricing page when you subscribe.
• Plans include a monthly conversation allowance. If you exceed it the agent keeps working and additional conversations are billed at your plan's overage rate. You're notified at 80% and 100% of the allowance.
• Fees exclude taxes, which are added where applicable.
• Upgrades take effect immediately and are prorated. Downgrades take effect at the next billing date.
• Payments that fail are retried. If a payment remains unpaid we may suspend the Service after notice.

5. Cancellation and refunds

Cancel at any time from the dashboard, with no notice period. You keep access until the end of the period you've paid for, and you can export your conversations, leads and knowledge base before or after cancelling. Fees already paid are not refunded except where required by law or where we've clearly failed to deliver the Service.

6. Your content

Your knowledge sources, configuration, conversations and leads remain yours. You grant us the licence needed to host, process and transmit that content in order to run the Service — nothing more. You are responsible for having the right to use the content you upload, and for making sure it doesn't infringe anyone else's rights.

7. AI output — read this one

The Service generates language. Generated replies are drawn from the knowledge and instructions you provide, but no system of this kind is accurate every time.

• You are responsible for what your agent says to your visitors, in the same way you're responsible for what your website says.
• Review your agent's output, particularly in the first weeks, and use the controls provided — locked answers, off-limits topics, escalation rules and conversation logs.
• Do not use the Service to give medical, legal, financial or other regulated advice unless you have independently satisfied yourself that doing so is lawful in your jurisdiction, and configured the agent accordingly.
• We make no warranty that output will be accurate, complete or fit for a particular purpose.

8. Acceptable use

You may not use the Service to:

• Break the law, or help anyone else do so
• Deceive people about who or what they're talking to, where disclosure is required
• Send spam, or harvest contact details without a lawful basis
• Upload malware, or attempt to breach, overload or reverse-engineer the Service
• Publish content that is unlawful, harassing, hateful or infringing
• Resell or white-label the Service without a written agreement with us

We may suspend an account that breaches this section, with notice where it's safe and practical to give it.

9. Your customers' data

Where the Service processes personal data about your website visitors, you are the controller and we are the processor. Our privacy policy describes how we handle it, and a data processing agreement is available on request. You're responsible for telling your visitors that an AI agent is in use where your local law requires it, and for having a lawful basis for the data you collect through it.

10. Availability and support

We aim for high availability and will give notice of planned maintenance where we reasonably can. Support is by email on all plans, with priority response on Business and Enterprise. Formal service level commitments are available to Enterprise customers by separate agreement.

11. Changes to the Service

We improve the Service continuously and features may change. We won't materially reduce the core functionality of a paid plan during a term without notice; if we do, you may cancel and receive a prorated refund for the unused period.

12. Intellectual property

Openline, its software, design and documentation remain ours. These terms grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription. Feedback you send us may be used to improve the product without obligation to you.

13. Confidentiality

Each side agrees to protect the other's non-public information with reasonable care and to use it only for the purposes of this agreement.

14. Warranties and liability

The Service is provided "as is" to the maximum extent permitted by law. Neither party is liable for indirect, incidental or consequential losses, or for lost profits, revenue or data. Our total liability in any twelve-month period is limited to the fees you paid us in that period. Nothing in these terms excludes liability that cannot lawfully be excluded.

15. Indemnity

You'll indemnify us against third-party claims arising from your content, your use of the Service in breach of these terms, or your breach of applicable law.

16. Termination

You can close your account at any time. We may terminate for material breach that isn't remedied within 14 days of notice, or immediately for unlawful use. On termination your access ends and content is deleted in line with the retention terms in our privacy policy.

17. Governing law

These terms are governed by the laws of the jurisdiction in which Openline is established, and the courts there have exclusive jurisdiction, except that either party may seek injunctive relief where appropriate.

18. Changes to these terms

We'll post updates here with a new date. For material changes we give at least 30 days' notice by email; continuing to use the Service after they take effect means you accept them.

19. Contact

Questions about these terms: contact us or write to legal@openline.ai.