Legal

Terms of Service

Last updated: 31 March 2026

1. Agreement

These Terms of Service ("Terms") govern your use of the oHallo platform, including the dashboard at app.ohallo.eu, the authentication service at auth.ohallo.eu, all APIs, and all related services (collectively, the "Service").

By creating an account or using the Service, you agree to these Terms on behalf of the company or organisation you represent ("you" or "your"). If you do not agree, do not use the Service.

oHallo is operated by oHallo ApS, a company registered in Denmark ("oHallo", "we", "us", or "our").

2. Service description

oHallo is an autonomous customer operations platform. It receives inbound messages from your customers via email, chat, WhatsApp, and voice, connects to your business systems to gather the information needed, and sends validated replies on your behalf.

The Service includes the conversation management dashboard, the AI resolution pipeline, integration with your business systems via the Model Context Protocol (MCP), a knowledge base and policy engine, quality monitoring, and all related tooling.

3. Account and access

You are responsible for maintaining the security of your account credentials, API keys, and any access tokens associated with your account. You are responsible for all activity that occurs under your account.

You may invite additional users to your account and assign them roles that control what they can access. You are responsible for the actions of all users you invite.

You must provide accurate and complete information when creating your account and keep it up to date.

4. AI-assisted processing

The Service uses artificial intelligence to read, classify, and respond to your customers' messages. AI-generated replies are validated against your configured policies and fact-checked against source data from your business systems before delivery. If validation fails, the reply is not sent and the conversation is escalated to your team for human review.

Your responsibilities

You acknowledge that the Service uses AI to generate responses to your customers. You are responsible for:

Configuring the platform appropriately for your business, including knowledge base entries, policy rules, and agent instructions.
Monitoring the quality of AI-handled conversations through the dashboard and quality tools provided.
Setting up approval gates and escalation rules for actions that require human judgement in your business context.
Informing your customers that their enquiries may be handled by AI-assisted systems, in accordance with applicable laws and regulations.
Reviewing and responding to attention items and escalations in a timely manner.

Safeguards we provide

oHallo provides built-in safeguards including reply validation, configurable approval gates, escalation rules, quality-based circuit breakers, and a complete audit trail for every conversation. These safeguards are described in detail in our Privacy Policy and Data Processing Agreement.

No guarantee of accuracy

While oHallo validates AI-generated replies against your configured policies and source data, we do not guarantee that every response will be accurate, complete, or appropriate for your specific business context. The quality of responses depends on the accuracy of your business system data, the completeness of your knowledge base and policy configuration, and the instructions you provide. You retain ultimate responsibility for the communications sent to your customers.

5. Data ownership

You retain full ownership of all data you provide to the Service and all data generated through your use of the Service, including conversation content, contact records, account information, knowledge base entries, policy rules, and any documents produced through integrations with your business systems.

oHallo does not claim any ownership rights over your data. We process your data solely to provide the Service as described in our Privacy Policy and Data Processing Agreement.

Upon termination of your subscription, your data will be retained for 90 days to allow for export, after which it will be permanently deleted from all active systems.

6. Acceptable use

The Service is designed for legitimate business-to-business customer communication. You agree not to use the Service to:

Send unsolicited messages, spam, or marketing communications to people who have not contacted you.
Conduct fraudulent, deceptive, or illegal activities.
Process data that you do not have the legal right to process.
Attempt to circumvent the platform's safety mechanisms, validation pipeline, or access controls.
Reverse-engineer, disassemble, or attempt to extract the source code or algorithms of the Service.
Use the Service in a way that could harm, disable, or impair its operation for other customers.

We reserve the right to suspend or terminate your account if we reasonably believe you are violating these terms.

7. Billing and payment

The Service is billed based on your subscription tier and usage as described in our pricing page. You are charged for AI-resolved conversations and specialist agent executions that exceed your tier's included allowance.

Invoices are issued monthly (or annually for annual plans). Payment is due within 30 days of the invoice date. If payment is not received within 30 days of the due date, we may suspend access to the Service until payment is received.

Human-resolved conversations are not charged. Failed executions, retries, and errors are not charged. You are only billed for successful outcomes.

When your usage exceeds the included allowance of your current tier, you automatically move to the next tier and are billed the difference for the remainder of the billing period.

8. Service availability

We aim to maintain high availability of the Service. However, we do not guarantee uninterrupted access. The Service may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control.

We will make reasonable efforts to notify you in advance of planned maintenance that may affect availability.

9. Intellectual property

The Service, including its software, design, documentation, and all related intellectual property, is owned by oHallo ApS. These Terms do not grant you any rights to our intellectual property except the limited right to use the Service in accordance with these Terms.

Any feedback, suggestions, or ideas you provide about the Service may be used by oHallo without obligation or compensation to you.

10. Confidentiality

Each party agrees to keep confidential any non-public information received from the other party in connection with the Service. This includes your business data, system credentials, and configuration, as well as oHallo's proprietary technology and business information.

This obligation does not apply to information that is publicly available, independently developed, or required to be disclosed by law.

11. Limitation of liability

To the maximum extent permitted by law, oHallo's total liability for any claims arising out of or related to these Terms or the Service is limited to the total fees you paid to oHallo in the 12 months preceding the claim.

oHallo is not liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, data, or business opportunities, regardless of the cause of action or the theory of liability.

These limitations apply even if oHallo has been advised of the possibility of such damages.

12. Indemnification

You agree to indemnify and hold harmless oHallo from any claims, damages, or expenses (including reasonable legal fees) arising from your use of the Service, your violation of these Terms, or your violation of any third-party rights.

13. Termination

You may cancel your subscription at any time through the platform dashboard. Cancellation takes effect at the end of your current billing period. No refunds are issued for unused portions of a billing period, except within the first 14 days of your initial subscription.

We may suspend or terminate your access to the Service if you materially breach these Terms and fail to cure the breach within 30 days of written notice.

Upon termination, your data will be available for export for 90 days, after which it will be permanently deleted. Sections of these Terms that by their nature should survive termination (including data ownership, limitation of liability, indemnification, and governing law) will continue to apply.

14. Force majeure

Neither party is liable for failure or delay in performing its obligations under these Terms to the extent caused by events beyond its reasonable control, including natural disasters, war, terrorism, riots, government action, pandemic, power failure, internet disruption, or failure of third-party infrastructure. The affected party must notify the other party promptly and make reasonable efforts to mitigate the impact. If a force majeure event continues for more than 90 days, either party may terminate these Terms.

15. Changes to these terms

We may update these Terms from time to time. When we make material changes, we will update the "Last updated" date at the top of this page and notify you via the platform or email at least 30 days before the changes take effect.

Your continued use of the Service after the changes take effect constitutes acceptance of the updated Terms. If you do not agree with the changes, you may cancel your subscription before the changes take effect.

16. General provisions

Entire agreement —these Terms, together with the Privacy Policy and Data Processing Agreement, constitute the entire agreement between you and oHallo regarding the Service. They supersede all prior agreements, representations, and understandings.
Severability —if any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue in full force and effect.
Assignment —you may not assign or transfer your rights or obligations under these Terms without our prior written consent. oHallo may assign these Terms in connection with a merger, acquisition, or sale of all or substantially all of its assets.
Waiver —failure by either party to enforce any provision of these Terms does not constitute a waiver of that provision or any other provision.

17. Governing law

These Terms are governed by the laws of Denmark. Any disputes arising from these Terms or your use of the Service will be resolved by the courts of Denmark.

18. Contact

For any questions about these Terms: