Terms and Conditions

These terms are between Olee AI and the business that opens an account, referred to here as you. By creating an account, subscribing to a service or using Oleon Workspace, you accept them. If you are accepting on behalf of a company, you are confirming that you are allowed to bind it.

If your business has signed a proposal, an order form or a service agreement with us, that document governs where it says something different. These terms fill the gaps in it. They do not override it, and nothing you click here changes what was signed.

Oleon Workspace

The platform, the mobile app, the APIs and anything we provide alongside them.

Service

One of Chat, Connect or Scout. Each is subscribed to separately, per project, and a business can take one, two or all three.

Project

A workspace with its own channels, conversations and subscription.

Controller seat

A person working the inbox. Chat and Scout include three, and further seats are charged.

End user

Someone your business exchanges messages with. They are your contact, not ours.

Your data

Everything you and your end users put into the product: messages, attachments, contacts, flows, training material and records.

• Give us accurate details and keep them current, particularly the billing address and the email we send invoices to.
• You are responsible for what the people in your organisation do with their access, and for removing someone who leaves.
• Keep credentials to yourself. Turn on two-factor authentication for anyone who can read conversations, and tell us promptly if you think an account has been taken.
• A seat is a person, not a shared login. Sharing one account between a shift is a breach of these terms and it also makes your own audit logs worthless.

Prices are in Sri Lankan rupees, charged per project, and the current figures are on the pricing page. They are repeated here because they are terms and not just an advertisement.

The subscription

Chat is Rs 35,000 a month, Connect is Rs 25,000 and Scout is Rs 15,000, each per project, billed monthly.

The one-time fee

Rs 50,000 to develop Chat for you, Rs 30,000 to implement Connect or Scout. Charged once, at the start.

The included allowance

2,000 AI replies a month on Chat, and 5,000 users and 250,000 messages on Connect and Scout. It resets on your billing date and does not carry over.

Usage beyond it

Nothing stops. An AI reply past the 2,000 is Rs 4 on Chat, and a user past the 5,000 is Rs 3 on Connect and Scout, charged on the month you used it in.

Seats

Chat and Scout include three each. Further seats are Rs 2,500 each per month.

Changes to your data

One dynamic-data change of up to 2,000 characters is free every two weeks. Anything longer, or more often, starts at Rs 15,000 per update.

What Meta bills you

WhatsApp template messages, and replies sent outside Meta's 24-hour customer window, are charged by Meta directly at roughly Rs 3.60 to Rs 24.00 a message. That invoice comes from Meta and those rates are Meta's to change. We do not add to them and we cannot control them.

Fees exclude taxes, which are added where the law requires. Anything built for you after signing, such as an extra feature or an integration, is quoted separately before the work starts. We can change our prices, and where we do we will give account holders at least 30 days' notice by email before it affects an invoice.

• Payment is by card through our payment provider, or by bank transfer against a receipt we verify.
• A card subscription runs on a recurring mandate: you authorise us to charge that card each month until you cancel. Cancel it in the product and the mandate stops with it.
• Subscribe part-way through a billing month and the first invoice is queued to the end of it, so you are not charged twice for the same weeks.
• If an invoice goes unpaid we will tell you. If it stays unpaid for 14 days we may suspend the project, and your data stays where it is during a suspension.

Fees already charged are not refundable. What that means in practice, and the cases where we do return money, is set out in the refund policy.

A subscription is monthly and renews by itself until you cancel it. Cancel from the project's billing screen at any time: the cancellation takes effect on your next billing date, and until then the service runs normally and you keep what you paid for.

You can also stop a single service and keep the others. Nothing you have already sent, drawn or recorded is affected by a change of plan.

We can end this agreement if you breach it seriously and do not put it right within 14 days of being asked, if payment stays outstanding, or if a channel provider requires us to. We will give you a reasonable opportunity to export your data before anything is removed.

The rules that matter, and most of them are the channel providers' rules before they are ours.

• Message people who agreed to hear from you. Unsolicited bulk messaging is against WhatsApp's own policies and it is against these terms.
• Honour an opt-out promptly. Someone who asks a business to stop should not have to ask twice.
• Follow the terms of every channel you connect, including the WhatsApp Business Messaging Policy and Meta's platform terms. A breach of theirs is a breach of ours, because it is our infrastructure that carries it.
• Nothing illegal, and nothing that harasses, defrauds or deceives the person receiving it.
• Do not resell the product, rent access to it, or open it to a business that is not yours without our written agreement.
• Do not attempt to breach it, load it beyond fair use, scrape it, or reverse engineer it.
• Say that an automated agent is answering where the law or the channel requires you to.

We may suspend a project immediately where continuing would put our infrastructure, another customer or a channel connection at risk. We will tell you why, and we will lift it as soon as the cause is dealt with.

Oleon Workspace connects to WhatsApp, Instagram, Messenger and Telegram. Those are somebody else's networks and this is worth being plain about.

• You need your own accounts and assets with them, and their terms apply to you directly.
• They can change their rates, their policies and their APIs, and they can suspend a business's access. We do not control any of that.
• Where a channel is down or has changed something, we will work to restore the connection, but we cannot promise a service that depends on a network we do not run.

You own your data. We do not claim any right to it beyond what is needed to run the product for you: to store it, transmit it, back it up, display it to your team, and process it as the privacy policy describes. That permission lasts as long as you use the product and no longer.

You can export your conversations at any time while the project is open, and your history belongs to your business rather than to the plan you were on. We do not sell your data and we do not use your conversations to train models.

For your end users' personal data you are the one who decides and we act on your instruction. You are responsible for having a lawful basis to message them and for telling them what you do with what they send you.

Scout generates replies from the material you train it on and from the conversation in front of it. It is a useful guess and not an authority, and it can be confidently wrong.

• You decide whether the agent answers, what it is trained on and when it hands over to a person.
• A reply the agent sends is your business speaking, and you are responsible for it as you would be for a member of staff.
• Do not rely on it for legal, medical, financial or safety advice, and do not train it to give any.
• Review what it is doing, particularly after you change its training material.

We work to keep the product running and we publish its state at status.olee.ai. Maintenance happens, and where it will be disruptive we will give notice.

There is no guaranteed uptime figure in these terms. If your business needs one it belongs in a signed service agreement with a number in it, and we would rather agree one than imply one here. Support is provided during business hours in Sri Lanka.

Oleon Workspace, its software, its design and its name are ours and stay ours. You get the right to use it while you are a customer, and nothing more is transferred.

If you send us feedback we may act on it and build what it suggests, without owing you anything for it. Channel names and marks belong to their owners.

The product is provided as it is. To the extent the law allows, we do not give implied warranties, and we do not promise that it will be uninterrupted or free of faults.

Neither of us is liable to the other for indirect or consequential loss, or for lost profits, revenue, goodwill or anticipated savings, however it arises.

Our total liability to you in any 12-month period is limited to the fees you paid us in the 12 months before the claim. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not permit to be limited.

You will cover us against claims brought by a third party because of your data or your use of the product in breach of these terms, including a claim by someone you messaged.

Each of us will keep the other's confidential information to itself, use it only for this agreement, and protect it as carefully as its own. This does not apply to anything already public, anything independently developed, or anything a law or a valid order requires to be disclosed.

We may update these terms. The date at the top says when they last changed, and where a change materially affects your rights we will email account holders at least 30 days before it takes effect. Carrying on after that is acceptance. If you would rather not accept, cancel before the change lands and the old terms apply until your next billing date.

These terms are governed by the laws of Sri Lanka, and the courts of Colombo have exclusive jurisdiction over any dispute arising from them.

Before either of us goes to court, we should talk. Write to the address at the foot of this page and we will put a person on it.