Terms of Service

Last updated: June 2026 · Effective: pending counsel sign-off

1. Acceptance of terms

By accessing or using the Orqelo platform (the "Service"), you agree to be bound by these Terms of Service ("Terms"). If you are entering into these Terms on behalf of an organisation, you represent that you have authority to bind that organisation.

If you do not agree to these Terms, do not use the Service. We may update these Terms from time to time; continued use after a material change constitutes acceptance of the revised Terms. We will provide notice of material changes via email or an in-product notification.

2. Service description

Orqelo is a multi-tenant AI chatbot SaaS platform. We provide infrastructure, APIs, a tenant dashboard, and an embeddable chat widget that allow you to deploy AI-powered conversational assistants for your customers. The Service is delivered on a shared-infrastructure model (isolation enforced via Postgres Row-Level Security) unless you subscribe to an Enterprise dedicated plan.

Features and capabilities vary by subscription tier. Tier entitlements are documented on the pricing page and may evolve as the product develops. We will provide at least 30 days' notice before removing a materially significant feature.

3. Accounts and eligibility

You must be at least 18 years of age and capable of forming a legally binding contract to use the Service. You are responsible for maintaining the confidentiality of your account credentials. You agree to notify us promptly at legal@orqelo.com if you suspect unauthorised access to your account.

Each account is associated with a single tenant workspace. You may invite team members within your workspace. You are responsible for all activity conducted through your account.

4. Subscriptions, billing, and cancellation

4.1 Subscription plans

Paid subscriptions are billed in advance on a monthly or annual basis. Annual billing is offered at a discount. Prices are published on the pricing page and are subject to change with 60 days' written notice to existing subscribers.

4.2 Payment

Payments are processed by Stripe, Inc. By providing payment details, you authorise us to charge your payment method on each renewal date. Failed payments may result in service suspension after a grace period.

4.3 Cancellation

You may cancel your subscription at any time via the billing settings in your tenant dashboard. Cancellation takes effect at the end of the current billing period. We do not provide pro-rata refunds for partial periods unless required by applicable law. On cancellation, your data is retained for 30 days and then subject to the deletion schedule described in Section 7.

4.4 Downgrades and upgrades

Upgrades take effect immediately; you are charged on a pro-rata basis for the remainder of the billing period. Downgrades take effect at the next renewal.

4.5 Free tier

A free tier is available subject to the usage limits published on the pricing page. We reserve the right to modify or discontinue the free tier with 30 days' notice.

5. Acceptable use

You agree not to use the Service to:

• Distribute spam, phishing content, or unsolicited commercial messages;
• Generate, distribute, or host illegal content of any kind;
• Abuse AI quota limits — including coordinated usage designed to circumvent per-tenant or per-plan caps;
• Attempt to access data belonging to another tenant or reverse-engineer the multi-tenancy isolation layer;
• Use the Service to train a competing AI model without our prior written consent;
• Upload or process content that violates third-party intellectual property rights;
• Conduct load tests, penetration tests, or stress tests against the shared infrastructure without prior written authorisation.

Violations of this section may result in immediate suspension or termination of your account without refund.

6. AI-generated content

The Service uses large language models (including models from OpenAI and Anthropic) to generate responses. AI-generated content may be inaccurate, incomplete, or unsuitable for certain purposes. You are responsible for reviewing AI outputs before acting on them or presenting them to end users. We do not warrant the accuracy, completeness, or fitness for purpose of any AI-generated content.

7. Data processing and privacy

Our Privacy Policy (available at /legal/privacy) and, for Enterprise customers, the Data Processing Agreement (DPA) govern how we process personal data. Key points:

• Tenant data is isolated via Postgres Row-Level Security; no query from one tenant can access another tenant's data.
• Data is encrypted at rest using AES-256 with per-tenant Data Encryption Keys managed via AWS KMS.
• You may submit a Data Subject Access Request (DSAR) or erasure request via the dashboard or by emailing legal@orqelo.com.
• Conversation data may be used to improve model quality unless you opt out; opt-out is available in workspace settings.

On account deletion or cancellation, we will delete your data within 90 days, subject to any legal retention obligations.

8. Intellectual property

The Orqelo platform, including its software, design, trademarks, and documentation, is owned by us or our licensors. Nothing in these Terms grants you any right to use our trademarks or intellectual property beyond what is necessary to use the Service.

You retain all intellectual property rights in content you upload or create through the Service ("Your Content"). You grant us a limited, non-exclusive licence to process Your Content solely to provide the Service.

9. Limitation of liability

To the maximum extent permitted by applicable law, in no event shall we be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of data, or business interruption, arising from your use of or inability to use the Service, even if we have been advised of the possibility of such damages.

Our aggregate liability to you for any claim arising out of or relating to these Terms or the Service shall not exceed the total fees paid by you to us in the 12 months preceding the claim.

Some jurisdictions do not permit the exclusion or limitation of certain implied warranties or liability. In such jurisdictions, our liability is limited to the greatest extent permitted by law.

10. Warranties and disclaimers

The Service is provided "as is" and "as available" without warranty of any kind, express or implied. We do not warrant uninterrupted or error-free operation. We will make commercially reasonable efforts to meet any SLA commitments in your subscription plan; SLA credits are the sole remedy for downtime.

11. Termination

Either party may terminate the agreement with 30 days' notice. We may suspend or terminate your account immediately for material breach of these Terms, including violations of Section 5 (Acceptable use). Upon termination, your right to use the Service ceases and your data will be deleted per Section 7.

12. Governing law and dispute resolution

These Terms are governed by and construed in accordance with the laws specified in your executed Master Service Agreement with Orqelo. Any disputes shall be resolved through the mechanism specified in that agreement.

13. Changes to the Service

We reserve the right to modify, suspend, or discontinue any part of the Service at any time. We will provide reasonable advance notice for material changes that adversely affect your use of the Service.

14. Contact

Questions about these Terms: legal@orqelo.com