Terms of service

1. About these terms

These terms are an agreement between Ordstage Ltd (“Ordstage”, “we”, “us”) and the business that creates an Ordstage workspace (“you”). The person who accepts them confirms that they can bind that business. Ordstage is for businesses, not consumers.

Our data processing agreement forms part of these terms and covers the personal data we process for you. Our privacy notice explains how we handle data about you and your team.

2. The service

Ordstage gives you an AI assistant and a team inbox for WhatsApp Business, Instagram, Messenger and website chat. Depending on your plan and what you turn on, it can take orders (including from Shopify stores and restaurant menus), manage bookings (including with Google Calendar and iCal feeds), capture leads, send WhatsApp campaigns, run automated flows, show reports, and connect to your systems through our API and webhooks. We may improve or change features over time; if we remove something important to you, we will tell you in advance.

3. Your account

• Give accurate sign-up details and keep them up to date.
• Keep sign-in details and API keys secret. You are responsible for what happens under your workspace, including the actions of the people you invite and of systems using your API keys.
• Tell us at support@ordstage.com straight away if you think your account has been misused.
• We may review sign-up requests and decline to open a workspace.

4. Acceptable use

You must not use Ordstage to:

• break any law, including data protection, consumer protection and marketing laws;
• send messages people have not agreed to receive, or ignore opt-out requests; WhatsApp campaigns need the recipient’s opt-in and an approved template;
• breach the terms and policies of the channels you connect, including the WhatsApp Business Terms of Service, the WhatsApp Business Messaging and Commerce Policies, and Meta’s Platform Terms for Instagram and Messenger;
• send spam, malware, or content that is fraudulent, deceptive, harassing, hateful or sexually explicit;
• sell or promote products or services the channel policies forbid;
• collect sensitive data (such as health or financial details) through the assistant unless you have a lawful basis, have told your customers, and have set the assistant up to handle it properly;
• try to get around usage limits or security, reverse engineer the service, or use it to build a competing product;
• overload the service or the API beyond its published rate limits.

Meta and the other channel providers may suspend your number, page or account under their own rules. We are not responsible for their decisions, but we will help where we can.

5. AI replies and your responsibility

The assistant writes replies with AI models, using the business knowledge, instructions and settings you give it. AI output can be wrong, incomplete or out of date, even when it sounds confident. You are responsible for:

• the knowledge, prices, policies and instructions you give the assistant, and keeping them current;
• testing the assistant before you switch it on, and reviewing its conversations, orders and bookings;
• deciding which actions it may take for you, and when a person on your team must step in;
• telling your customers they may be talking to an AI assistant where the law or channel rules require it.

Ordstage does not give professional advice (such as medical, legal or financial advice) through the assistant, and you must not present its replies as such.

6. Your data

You own your data and your customers’ data. You give us permission to host, copy, process and display it only to provide and support the service, keep it secure, and as the data processing agreement allows. You are responsible for having the right to give us that data and for meeting your duties to your own customers, including giving them a privacy notice.

We may use aggregated, anonymised information about how the service is used (such as usage counts and error rates) to run and improve Ordstage. It never identifies you or your customers.

7. Plans, credits, seats and fees

• Plans. Prices and what each plan includes are on our pricing page and your billing page. Plans renew monthly or yearly until you cancel. A free trial, when offered, ends as described at sign-up.
• AI credits. The assistant’s replies and AI actions use credits. Your plan includes a number of credits each period, and you can buy credit packs or turn on automatic top-ups with a monthly limit. When credits run out, AI replies pause until you add more; your team inbox keeps working. Credits may expire as shown on your billing page.
• Seats. Each plan includes a number of team seats. Extra seats are charged per month or year and prorated when you add them.
• Order and booking fees. If your plan has fees on orders or bookings taken through Ordstage, they are shown before they apply and billed in arrears on your next monthly invoice. Cancelled or refunded orders and bookings reverse the fee.
• Channel fees. Meta charges for some WhatsApp messages. You pay those to Meta directly; they are not part of our prices.
• Payment. We bill through Stripe. You authorise us to charge your payment method for subscriptions, extra seats, credit packs, top-ups and fees as they fall due. Prices exclude taxes unless shown otherwise.
• Shopify merchants. If you installed Ordstage from the Shopify App Store, Shopify bills you for your plan under Shopify’s terms, and charges appear on your Shopify invoice instead of a Stripe invoice.
• Price changes. We never change your price in the middle of a billing period. We will tell you before a new price applies at your next renewal.
• Refunds. Fees already paid are not refundable, except where the law requires or we agree otherwise.

8. Suspension

We may suspend all or part of your workspace, with notice where we reasonably can, if:

• a payment is overdue and not paid after we remind you;
• you breach section 4 or put the service, other customers or the public at risk;
• a channel provider, a court or an authority requires it.

We will restore access as soon as the reason is resolved.

9. Ending the agreement

You can cancel your plan at any time; it stays active until the end of the paid period. We may end the agreement with 30 days’ notice, or straight away if you seriously breach these terms and do not fix the breach within 14 days of our notice. When the agreement ends you can export your data first; we then delete it as the data processing agreement describes.

10. Third-party services

Ordstage connects to services run by others, such as Meta, Shopify, Google and Stripe. Your use of them is under their own terms. We are not responsible for their availability or for changes they make that affect the integration, but we will work to keep integrations running.

11. Availability and support

We work to keep Ordstage available and fix problems quickly, but we do not promise it will be uninterrupted or error-free. Planned maintenance will be kept short. Contact support at support@ordstage.com.

12. Our liability

• Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow to be limited.
• Neither of us is liable for loss of profit, revenue, business, goodwill or data, or for indirect or consequential loss.
• Otherwise, our total liability in any 12 months is limited to the fees you paid us in the 12 months before the event that caused the claim.
• Except as stated in these terms, the service is provided “as is”, and we exclude all implied terms to the extent the law allows.

13. Indemnity

You will cover our reasonable losses and costs from a claim by a third party that arises because you breached section 4, or because the data or content you gave us broke the law or someone else’s rights.

14. Changes to these terms

We may update these terms. We will give you at least 30 days’ notice of a change that affects you materially, by email or in the app. If you do not agree, you can cancel before the change takes effect.

15. General

• These terms are the whole agreement between us about the service.
• Neither of us is liable for delays caused by events outside our reasonable control.
• You may not transfer this agreement without our consent. We may transfer it as part of a sale or reorganisation of our business.
• If a court finds part of these terms invalid, the rest still applies.
• Only you and we have rights under these terms.
• These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.