1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("you," "your," or "Customer") and Orbinto ("Orbinto," "we," "us," or "our"). These Terms govern your access to and use of the Orbinto website (orbinto.com), the Orbinto customer support platform, and all related services, features, and applications (collectively, the "Service").

By creating an account, accessing, or using the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.

If you do not agree to these Terms, you must not access or use the Service.

2. Description of Service

Orbinto is an all-in-one customer support platform that provides:

Live Chat: Real-time messaging between website visitors and operators via an embeddable chat widget.
Chatbots: Automated conversational flows using a codeless builder and AI-powered bots.
Visitor Tracking: Real-time monitoring of website visitors including page views, referral sources, and behavioral data.
CRM Integrations: Connections to third-party CRM platforms including Salesforce, HubSpot, Zoho CRM, Pipedrive, Freshsales, and Dynamics 365.
AI Features: AI writing assistant, auto-summaries, auto-tagging, and NLP-powered chatbot capabilities.
Session Recordings & Heatmaps: Visitor session replay and interaction heatmaps (Enterprise plan).

The specific features available to you depend on your subscription plan. Feature availability is described on our Pricing page. Features marked as "Coming Soon" are under development and not yet available; their inclusion in plan descriptions does not constitute a commitment to deliver by any specific date.

3. Account Registration

3.1 Eligibility

You must be at least 18 years old (or the age of majority in your jurisdiction) to use the Service. By creating an account, you represent that you meet this requirement.

3.2 Account Responsibilities

You must provide accurate, complete, and current information during registration.
You are responsible for maintaining the confidentiality of your account credentials (email, password, API keys).
You are responsible for all activities that occur under your account, whether or not authorized by you.
You must notify us immediately at security@orbinto.com if you suspect unauthorized access to your account.

3.3 Account Types

Accounts may have multiple operator seats. The account owner (the person who created the account) has full administrative control, including the ability to add or remove operators, manage billing, and delete the account.

4. Subscription Plans and Pricing

4.1 Plans

Orbinto offers four subscription tiers: Free, Basic, Professional, and Enterprise. Plan features, pricing, and usage limits are described on our Pricing page. Pricing is per operator seat, per month, and may be billed monthly or annually.

4.2 Free Plan

The Free plan provides limited access to the Service at no cost. Free plan accounts are subject to usage limits (100 chat sessions/month, 5,000 tracked visitors/month, 3 operator seats). We reserve the right to modify or discontinue the Free plan at any time with 30 days' notice.

4.3 Paid Plans

Paid plans are billed in advance on a monthly or annual basis.
Annual plans are billed once per year at the discounted annual rate. Monthly plans are billed each month.
All paid plans include a 15-day free trial. You will not be charged until the trial period ends. You may cancel at any time during the trial.
Additional operator seats, visitor tracking capacity, chatbot conversations, and website slots may be purchased as add-ons.

4.4 Price Changes

We may change our pricing at any time. For existing paid subscribers, price changes will take effect at the start of the next billing cycle following at least 30 days' written notice (via email). If you do not agree with the new pricing, you may cancel your subscription before the next billing cycle.

5. Payment Terms

Payments are processed through Stripe (for USD, EUR, GBP, and AUD) and Razorpay (for INR). By providing payment information, you authorize us to charge the applicable fees.
All fees are non-refundable except as expressly stated in these Terms or required by applicable law.
If payment fails, we will attempt to collect the amount due. If payment remains outstanding for more than 14 days, we may suspend your access to paid features until the balance is resolved.
You are responsible for all applicable taxes. Prices displayed may be exclusive of taxes depending on your jurisdiction.

6. Cancellation and Refunds

6.1 Cancellation

You may cancel your subscription at any time from your account settings or by contacting support@orbinto.com.
Upon cancellation, your paid features will remain active until the end of your current billing period. After that, your account will revert to the Free plan.
We do not prorate refunds for unused time on monthly plans.

6.2 Refunds

Annual plan subscribers who cancel within the first 30 days of their subscription are eligible for a full refund.
No refunds are issued after the 30-day period for annual plans or for any monthly billing cycle that has already begun.
If you were charged in error or experience a billing issue, contact billing@orbinto.com and we will investigate and resolve it promptly.

7. Acceptable Use Policy

You agree not to use the Service to:

Violate any applicable laws, regulations, or third-party rights.
Send spam, unsolicited messages, or bulk commercial communications.
Distribute malware, viruses, or any other harmful software.
Collect, store, or process sensitive personal data (e.g., health records, financial account numbers, government IDs) through the chat widget or chatbots without appropriate legal basis and security measures.
Engage in phishing, social engineering, or deceptive practices.
Attempt to gain unauthorized access to the Service, other users' accounts, or our infrastructure.
Reverse-engineer, decompile, disassemble, or attempt to derive the source code of the Service.
Use automated scripts, bots, or scrapers to access the Service in a manner that exceeds reasonable usage or degrades performance for other users.
Resell, sublicense, or redistribute the Service without a valid agency/reseller agreement with Orbinto.
Use the Service for any illegal, fraudulent, or abusive purpose.

We reserve the right to suspend or terminate accounts that violate this Acceptable Use Policy, with or without notice depending on the severity of the violation.

8. Intellectual Property

8.1 Orbinto's Intellectual Property

The Service, including all software, code, design, text, graphics, logos, icons, and documentation, is owned by Orbinto and is protected by copyright, trademark, and other intellectual property laws. You are granted a limited, non-exclusive, non-transferable, revocable license to use the Service in accordance with these Terms.

8.2 Your Content

You retain full ownership of all data, content, and materials you upload, create, or transmit through the Service ("Your Content"). By using the Service, you grant Orbinto a limited license to host, store, process, and display Your Content solely to provide and improve the Service.

We do not claim ownership of Your Content. We will not use Your Content for purposes unrelated to providing the Service without your consent.

8.3 Feedback

If you provide suggestions, ideas, or feedback about the Service, you grant Orbinto a perpetual, irrevocable, worldwide, royalty-free license to use, modify, and incorporate such feedback into the Service without obligation to you.

9. Data Privacy and Security

Your use of the Service is also governed by our Privacy Policy, which describes how we collect, use, and protect your data. Key commitments:

We do not sell your data to any third party. Never have, never will.
All data is encrypted in transit (TLS 1.2+) and at rest (AES-256).
Enterprise customers may request a signed Data Processing Agreement (DPA).
We comply with GDPR, CCPA/CPRA, and other applicable data protection regulations.

As a Customer using the Service to interact with your End-Users, you are responsible for:

Providing appropriate privacy notices to your End-Users about the use of live chat, chatbots, and visitor tracking.
Obtaining any required consent from End-Users before enabling features such as session recordings, heatmaps, or visitor tracking.
Complying with all applicable data protection laws in your jurisdiction.

10. Uptime and Service Availability

We strive to maintain high availability of the Service. Enterprise plan customers receive a 99.9% uptime SLA as described in their service agreement.

For all other plans, we do not guarantee a specific level of uptime but will make commercially reasonable efforts to minimize downtime. Scheduled maintenance will be announced at least 24 hours in advance when possible.

We are not liable for interruptions caused by factors beyond our reasonable control, including but not limited to internet outages, natural disasters, third-party service failures, or force majeure events.

11. Third-Party Services and Integrations

The Service integrates with third-party platforms including CRM systems, messaging channels (WhatsApp, Facebook Messenger, Instagram, Telegram), payment processors, and cloud infrastructure providers.

Third-party integrations are provided "as-is." We do not guarantee the availability, accuracy, or reliability of third-party services.
Your use of third-party services is governed by their respective terms of service and privacy policies.
If a third-party service changes its API, pricing, or availability, we will make reasonable efforts to update our integration but cannot guarantee uninterrupted functionality.

12. Limitation of Liability

To the maximum extent permitted by applicable law:

The Service is provided "as-is" and "as-available" without warranties of any kind, whether express, implied, or statutory, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
Orbinto shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, revenue, data, business opportunities, or goodwill, arising out of or related to your use of the Service.
Our total cumulative liability to you for all claims arising out of or related to the Service shall not exceed the total amount you paid to Orbinto in the 12 months immediately preceding the event giving rise to the claim.

Some jurisdictions do not allow the exclusion or limitation of certain warranties or liabilities. In such cases, our liability is limited to the fullest extent permitted by applicable law.

13. Indemnification

You agree to indemnify, defend, and hold harmless Orbinto and its officers, directors, employees, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or related to:

Your use of the Service.
Your violation of these Terms.
Your violation of any applicable law or third-party rights.
Any content or data you process through the Service.
Your failure to comply with applicable data protection laws in connection with your use of the Service.

14. Termination

14.1 Termination by You

You may terminate your account at any time by canceling your subscription and deleting your account through the account settings. Upon termination, your data will be retained for 30 days to allow for recovery, after which it will be permanently deleted.

14.2 Termination by Orbinto

We may suspend or terminate your access to the Service if:

You violate these Terms or the Acceptable Use Policy.
Your payment remains outstanding for more than 30 days.
We are required to do so by law or legal process.
We determine, in our sole discretion, that your use of the Service poses a security risk or threatens the integrity of the Service for other users.

Except in cases of severe or illegal violations, we will provide at least 14 days' notice before terminating your account and give you the opportunity to export your data.

14.3 Effect of Termination

Upon termination, your right to access the Service immediately ceases. Sections of these Terms that by their nature should survive termination (including Intellectual Property, Limitation of Liability, Indemnification, and Governing Law) will continue to apply.

15. Changes to These Terms

We reserve the right to modify these Terms at any time. When we make changes:

We will update the "Last updated" date at the top of this page.
For material changes that affect your rights or obligations, we will notify you by email at least 30 days before the changes take effect.
We may also display a notice within the Service dashboard.

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

Non-material changes (such as typographical corrections, clarifications, or formatting updates) may be made without prior notice.

16. Governing Law and Dispute Resolution

16.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law principles.

16.2 Dispute Resolution

In the event of a dispute arising from or related to these Terms or the Service, the parties agree to first attempt to resolve the dispute informally by contacting legal@orbinto.com. If the dispute cannot be resolved within 30 days, either party may pursue binding arbitration under the rules of the American Arbitration Association (AAA), conducted in Wilmington, Delaware.

16.3 Class Action Waiver

You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action. You waive any right to participate in a class action lawsuit or class-wide arbitration against Orbinto.

17. General Provisions

Entire Agreement: These Terms, together with the Privacy Policy and any applicable DPA, constitute the entire agreement between you and Orbinto regarding the Service.
Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.
Waiver: Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or any other provision.
Assignment: You may not assign or transfer your rights under these Terms without our written consent. We may assign our rights and obligations without restriction.
Force Majeure: Orbinto is not liable for any delay or failure to perform resulting from causes beyond our reasonable control, including natural disasters, pandemics, war, terrorism, strikes, internet outages, or government actions.
Notices: We may send notices to the email address associated with your account. You are responsible for keeping your email address current. Notices to Orbinto should be sent to legal@orbinto.com.

18. Contact Us

If you have questions about these Terms, please contact us:

Email: legal@orbinto.com
Support: support@orbinto.com