# Terms of Service | onmsg

> Terms and conditions for using onmsg website customer messaging software.

URL: https://onmsg.app/terms-of-service/

# Terms of Service

Last updated: September 9, 2026

## 1\. Agreement to these terms

By creating an account, installing the widget, or otherwise using onmsg, you agree to these Terms of Service and to all applicable laws and regulations. If you are agreeing on behalf of a business, you confirm you have authority to do so.

## 2\. The service

onmsg provides website customer messaging software, including:

-   Visual Bot Flow Builder
-   Grounded AI Agent & Knowledge Base
-   Website Chat & Widget Customization
-   Shared Team Inbox
-   Multi-Site & API
-   Response-Time Reporting
-   AI Provider Choice (BYOK)

We may add, change or remove functionality over time. Where a change materially reduces what your plan provides, we will give you reasonable notice.

## 3\. Your account

You are responsible for keeping your login credentials and API keys secure, for the activity that happens under your account, and for the staff you invite into your workspace. Tell us promptly if you believe an account or key has been compromised.

## 4\. Your content and your visitors' data

You keep ownership of the knowledge sources you upload and the conversation data generated on your sites. You grant us the licence needed to host, index and process that content so the service can work. You are responsible for having the right to upload what you upload, for what your flows collect from visitors, and for telling your visitors how their data is handled.

## 5\. AI answers and grounding controls

onmsg provides grounding controls, including Strict, Balanced and Open modes, adjustable retrieval strictness, a configurable refusal message, and handoff after a set number of refusals, that are designed to keep AI responses close to the knowledge you supply. These controls guide behaviour. They are not a guarantee that every response will be accurate, complete or suitable for a given situation. You are responsible for reviewing the behaviour of your configured agents and for the commitments your business makes to its own customers.

## 6\. Acceptable use

You agree not to use the service to:

-   Break the law or infringe anyone's rights
-   Upload malicious code, or attempt to disrupt or reverse engineer the service
-   Send unsolicited bulk messages or harvest personal data without a lawful basis
-   Circumvent plan limits, rate limits or billing

## 7\. Plans, resources and payment

Plans differ by configured resources such as platform AI tokens, agents per site, saved flows, knowledge sources and pages, storage, retention, concurrent sessions and whether the onmsg widget badge is shown. "Unlimited" on one resource row does not remove the other limits on that plan. Prices, currencies, billing intervals, taxes, trial terms and plan eligibility are those shown at checkout at the time of purchase. Subscriptions attach to sites.

If you connect your own AI provider key, you avoid the platform AI-token allowance check, but the other limits of your plan still apply and your provider may bill you separately for usage.

## 8\. Cancellation and suspension

You may cancel a subscription at any time; access continues to the end of the paid period unless stated otherwise at checkout. We may suspend or terminate an account that breaches these terms, creates a security risk, or remains unpaid after notice.

## 9\. Availability

We work to keep the service available and reliable, but we do not offer a contractual uptime or response-time commitment under these terms. Response-time reporting inside the product measures your team's activity using retained history and elapsed UTC time; it is not an SLA and does not create one.

## 10\. Limitation of liability

To the extent permitted by law, onmsg is not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue or data, arising from your use of the service.

## 11\. Intellectual property

The service, the website, and all associated software, text, graphics and logos are the property of onmsg or its licensors and are protected by intellectual property laws. These terms do not transfer ownership of any of it to you.

## 12\. Changes to these terms

We may update these terms. Changes take effect when posted here, and the "last updated" date will change. Continuing to use the service after an update means you accept the revised terms.

## 13\. Contact

-   Email: 
    
    hello@onmsg.app
    
    [mailto:hello@onmsg.app →](mailto:hello@onmsg.app)
    
-   Website: 
    
    onmsg.app
    
    [https://onmsg.app →](https://onmsg.app)