Terms & Conditions

1. About us and these Terms

Orbis Chat is provided by Orbis Digital Ltd, a private limited company registered in England and Wales (company number 17116737), registered office 66 Paul Street, London, EC2A 4NA ("we", "us"). You can contact us at support@orbisdigital.co.uk.

These Terms apply to your use of Orbis Chat. Our Acceptable Use Policy and Data Processing Agreement form part of them. By creating an account or using the service, you agree to them on behalf of your organisation, and you confirm that you have the authority to do so.

2. Business customers only

Orbis Chat is for businesses, sole traders acting in the course of business, charities and public bodies. It is not offered to consumers, so consumer-only rights do not apply. Users must be 18 or over.

3. Your account

You must give accurate details and keep them up to date. You must keep login details secure and tell us promptly about any unauthorised use. You are responsible for your users, including the roles you give them, and for anything done under your account.

4. The service

Orbis Chat is a browser-based service that lets you chat with website visitors using a widget or hosted chat page; see visitors and set proactive triggers; connect your own messaging accounts; publish a knowledge base; manage tickets, contacts, deals and tasks; use automation, reports and developer tools; and use AI features. We may improve or change the service, and we will give reasonable notice of any change that materially reduces it.

5. Connected channels

Telegram, WhatsApp Business, Facebook Messenger and SMS via Twilio depend on services that we do not control. They may change, restrict or remove your accounts or our access, and they may charge you directly. Your use of them remains subject to their terms. You must only connect accounts that you are authorised to manage.

6. Fees

The free plan covers every website you add, with all live-chat features, unlimited agents and unlimited chats, and shows a small "Powered by Orbis Chat" link in the widget. An account may have multiple websites on the free plan. No card is required.

You can remove the branding for £2.99 per month, per website, paid by card through our payment provider, Stripe. This renews automatically each month until cancelled. You can cancel any time, which stops the next renewal, and the branding removal stays active until the end of the period you have paid for. Fees already paid are not refunded, except where we charged you in error, where the service failed through our fault, or where the law requires it.

We may offer a website a discount, a number of free months or a complimentary or internal plan, at our discretion. When free months end, the "Powered by Orbis Chat" link returns unless you have added a card, in which case billing starts at the end of the free months. A discount applies for the period we tell you, and then the normal price applies. We may end a complimentary plan on reasonable notice.

Each account gets 100 AI replies a month included. Beyond that, you can add your own OpenAI API key, in which case OpenAI's charges and terms apply to you, or the bot hands over to a human.

If a payment fails, we may retry it and will ask you to update your card. If it still can't be collected, the "Powered by Orbis Chat" link may return. We will give notice of any price change before it applies to you.

7. AI features

The AI bot, AI-drafted replies and message translation generate output automatically, and that output can be wrong, incomplete or unsuitable. You are responsible for checking your knowledge base and shortcuts, for reviewing drafts before approving them, and for how you use the bot with your visitors. No output is legal or professional advice.

8. Your responsibilities

You are responsible for everything that you and your agents send and publish, whether or not AI was involved, and for telling your visitors about your use of Orbis Chat. This includes making sure that you comply with the law, channel rules and our Acceptable Use Policy, and that you have the rights and permissions you need.

9. Your content and intellectual property

You keep ownership of your content. You give us a non-exclusive licence to host, process, transmit and display it as needed to provide the service, including sending it to connected channels and to our AI model provider. We and our licensors own Orbis Chat itself, and you get no rights in it other than the right to use it under these Terms. If you send us feedback, we can use it freely.

10. Availability

We use reasonable efforts to keep the service available, but we do not guarantee uptime, or that any message will be delivered. You should not rely on Orbis Chat for anything safety-critical or for emergencies. We will try to give notice of planned maintenance where possible.

11. Suspension

We may suspend all or part of the service immediately where we reasonably suspect a breach of these Terms, fraud, unlawful content or a security risk, in the case of non-payment of any agreed fees, or where a channel provider or regulator instructs us to. We will tell you as soon as we reasonably can and restore access once the issue is resolved.

12. Ending the contract

You can close your account at any time by contacting us. We may end the contract on 30 days' notice, or immediately if you seriously breach these Terms. After closure, we handle data as set out in our Privacy Policy. Please export anything you want to keep before closing your account.

13. Data protection

Each party must comply with data protection law. Our Privacy Policy explains where we act as a controller. Our Data Processing Agreement applies where we process personal data for you.

14. Limitation of liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be excluded or limited by law.

Subject to that, we are not liable for indirect or consequential loss, or for loss of profit, revenue, data or goodwill. Our total liability under or in connection with these Terms, in any 12-month period, is limited to the greater of £100 and the total you paid us in the 12 months before the claim.

15. Your indemnity

You will indemnify us against claims and losses arising from your content, from your lack of the necessary rights or permissions, or from your breach of the law or our Acceptable Use Policy.

16. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, including failures of third-party services such as messaging channels, hosting or AI providers.

17. Changes to these Terms

We will give 30 days' notice of material changes, by email or in the application. If you continue using the service after that, you accept the changes. If you do not agree, you can close your account before they take effect.

18. General

These Terms are the entire agreement between us on this subject. You may not transfer them without our consent. If a part is found to be invalid, the rest continues. Nobody other than the parties can enforce them. A failure to enforce a right is not a waiver.

19. Complaints

If something has gone wrong, email support@orbisdigital.co.uk. We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days.

20. Governing law and jurisdiction

These Terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.