Terms of service

These terms explain how you can use OpenLiveChat, how subscriptions work and what you can expect from us. They apply to business and individual customers, alongside the plan or order you accept.

Who provides OpenLiveChat

OpenLiveChat is provided by Uprounded, registered with the Dutch Chamber of Commerce under KvK number 90374894, at Sint Elisabethstraat 12, 5261 VM Vught, the Netherlands. In these terms, “we” and “us” mean Uprounded, and “you” means the person or organisation subscribing to the service.

You can contact us at privacy@openlivechat.com about these terms, support, cancellation, refunds or a complaint. Include your account email and workspace name so we can find the right subscription. Never send a password or full payment-card details.

Your account and content

You must be at least 18 to open an account and have authority to act for any organisation you represent. Keep your credentials secure, maintain accurate account details and grant access only to authorised people. Tell us promptly if you suspect unauthorised access.

You retain ownership of the content you submit. You give us permission to host, process and transmit that content as needed to provide the features you request. You must have the permissions and legal basis needed to upload content, communicate with your contacts and connect third-party accounts.

Use the service in accordance with our acceptable-use policy. Our privacy policy explains our own processing of personal data; the data-processing terms cover processing on your behalf where applicable.

Plans and charges

The plan or order you accept identifies the included features and usage, billing interval and price. The total amount due and applicable taxes are shown before purchase. Where annual billing is offered with a monthly equivalent, the amount charged is the full annual price shown at checkout.

Paid subscriptions renew for the billing period disclosed when you subscribe unless cancelled. We give advance notice of a change to your subscription price, including when it would take effect, so you can cancel before paying the new price. A price change does not change a period you have already paid for.

Connected AI providers may bill your own provider account separately under their terms. We do not add an OpenLiveChat usage fee without informing you of the price and obtaining your agreement. For sustained use above a plan allowance, we contact you about a suitable upgrade or usage arrangement. Proportionate technical limits may be necessary to protect the service.

Cancellation and refunds

You can cancel a monthly subscription at any time. Paid access continues until the end of the current monthly period and the subscription will not renew. A partial-month refund is not normally due unless a withdrawal right, another mandatory right or an agreement with us provides otherwise.

You can also cancel an annual subscription during the year. Paid access ends on the cancellation date you request, no earlier than the date we receive your request. We refund the part of your annual subscription payment covering unused future days, calculated against the total days in that paid annual period. This does not reduce any mandatory refund rights.

To stop renewal, open Settings → Billing in your workspace and choose Cancel subscription where available, or email privacy@openlivechat.com. For annual subscriptions, the online cancellation ends paid access immediately and requests the unused-day refund. For a later cancellation date, email us with your requested date. We confirm the cancellation date and any refund due. Eligible refunds are processed within 14 days after the cancellation takes effect, using the original payment method unless we agree otherwise without an extra fee.

Cancelling a paid plan is separate from closing a workspace or requesting erasure of its data. A shared workspace may contain records needed by other authorised members. Contact us if you also want to close it, obtain a copy of its data or request deletion.

The first 14 days for consumers

If you subscribe as a consumer, you may withdraw from your initial subscription within 14 days after its confirmation, without giving a reason. We give a full refund of that subscription payment even if you have already started using the service. Any longer period or additional right that applies under mandatory consumer law remains available.

You can withdraw online by opening Settings → Billing in your workspace, choosing Withdraw from contract and then Confirm withdrawal. Review the subscription and the email address for your confirmation before submitting. We record the time we receive your statement and provide a downloadable receipt and email acknowledgement. You may instead send an unambiguous withdrawal request to privacy@openlivechat.com or to our postal address above before the period expires, including if the online function is unavailable. The wording below is optional. We refund you within 14 days of receiving your withdrawal, through the original payment method unless you agree to another method without a fee.

Optional withdrawal statement: “To Uprounded, Sint Elisabethstraat 12, 5261 VM Vught, the Netherlands, privacy@openlivechat.com: I hereby withdraw from my OpenLiveChat subscription. Subscription date: [date]. Account email or order reference: [reference]. Name and address: [name and address]. Date: [date].” Add a signature only if sending this statement on paper.

Support and availability

Support hours are Monday to Friday, 09:00–17:00 Europe/Amsterdam, excluding Dutch public holidays. We aim to send an initial response by the next working day. This is a response target, not a guaranteed resolution time. Weekend assistance is offered when available.

Priority support means priority in the support queue during support hours; it does not mean a 24-hour service or a guaranteed response time. A different service level applies only if we expressly agree it with you.

We work to keep the service available and to correct faults, but maintenance, incidents and third-party outages can interrupt access. We do not promise uninterrupted or error-free operation. This does not limit any statutory right to a service that conforms to your contract or to a remedy when it does not.

Connected services and AI

You choose the integrations and AI features you enable. Their availability, permissions and provider conditions can change. You are responsible for using them lawfully, choosing appropriate settings and reviewing outputs before relying on them.

AI output may be inaccurate or incomplete. Human review is particularly important where an answer affects a person’s rights, finances, health or safety. OpenLiveChat is not an emergency service. Connecting an AI provider does not itself enable automatic customer replies; automatic features act when you enable them.

Suspension and service changes

We may restrict access proportionately to address abuse, a material breach, an immediate security risk, non-payment or a legal requirement. Where safe and practicable, we explain the reason and give you an opportunity to resolve it. Urgent risks or legal requirements may require immediate action. You may contact us to contest a mistake.

We explain material changes to these terms or the service in advance, including their effective date and your options. If a change materially disadvantages you, you may end the affected subscription before it takes effect and receive a proportionate refund for prepaid service you will not receive. Changes do not remove rights that have already arisen.

Nothing in these terms excludes responsibility or remedies that cannot lawfully be excluded. We do not impose a contractual liability cap through these terms. Liability and available remedies are otherwise determined by applicable law.

Complaints and applicable law

If something has gone wrong, email privacy@openlivechat.com with a description of the issue and the outcome you are seeking. We aim to acknowledge complaints by the next working day and will explain the next steps. Our complaint process does not prevent you from exercising legal rights or contacting a competent authority.

Dutch law governs these terms. If you are a consumer, you also retain the mandatory protections of the law of your country of habitual residence where they apply. You may bring a claim before any court available to you under mandatory jurisdiction rules; these terms do not require consumers to litigate exclusively in the Netherlands.