Clear operating rules for a connected platform.

These Terms govern access to omnichannl.com and the Omnichannl customer operations platform. Omnichannl operates from 62/5/E, Rupayan P&F Square, Kalshi, Mirpur, Dhaka 1216, Bangladesh.

By creating an account, signing an Order Form or using the service, you agree to these Terms for yourself and the organisation you represent. If you use the service for an organisation, you confirm that you have authority to bind it. Customer means that organisation. Services means the products, support and professional services described in the applicable Order Form or enabled workspace.

A signed Order Form, data processing agreement, service level agreement or other negotiated document forms part of the agreement. The signed document controls if it conflicts with these Terms.

Omnichannl provides software for customer records, inbox and ticket work, WhatsApp and SMS, voice and call routing, inbound and outbound campaigns, forms, knowledge, AI-assisted handling, call quality, operational analysis, reporting and integrations. The features, usage limits, deployment, support, channels and commercial terms for a customer appear in its Order Form or workspace configuration.

• Customer must provide accurate account information and keep administrator and billing contacts current.
• Each user must use an individual account and protect credentials, multi-factor authentication methods and recovery codes.
• Customer controls roles, teams, permissions and connected systems. Customer remains responsible for actions taken through its accounts unless caused by Omnichannl's breach of the agreement.
• Customer must remove access when a user no longer needs it and notify Omnichannl without delay about suspected compromise or unauthorised use.

Customer is responsible for its business process, users, contacts, campaigns, content, connected providers and use of output. Customer must obtain all rights, notices, permissions and lawful bases needed to collect and use Customer Data.

Customer must configure appropriate access, retention, recording notices, opt-out handling, human review and escalation. Customer must follow laws and industry rules that apply to its location, recipients and business sector.

Customer must comply with consent, marketing, do-not-call, sender identification, quiet-hour, template, recording and opt-out rules for each message or call. A contact record, imported list or available phone number does not by itself prove permission to communicate.

Customer must provide required notices before recording, transcribing, monitoring or analysing a call. Customer must account for the laws of every relevant participant location and must honour withdrawal, suppression and channel-specific preferences.

Carrier, Meta, WhatsApp, SMS, number provider and app marketplace rules continue to apply. Those providers may reject content, suspend an account, change an API or limit traffic. Omnichannl does not control those decisions.

AI features may draft or send messages, handle configured calls, transcribe audio, summarise interactions, retrieve knowledge, score quality, analyse operations and generate recommendations. AI output may contain errors, omissions or unsuitable content.

Customer controls instructions, approved knowledge, automation mode, permissions and handoff rules. Customer must test these settings, monitor performance and apply human review proportionate to risk. Customer may not use the Services to make a solely automated decision that has a legal or similarly significant effect on a person unless applicable law permits it and Customer provides required safeguards.

Customer may not present AI output as professional medical, legal, financial or emergency advice without qualified review. Customer remains responsible for messages, calls, decisions and actions taken using AI output.

Customer retains its rights in Customer Data. Customer grants Omnichannl and its subprocessors a limited right to host, copy, transmit, transform and otherwise process Customer Data only to provide, secure, support and improve the reliability of the Services, comply with Customer instructions and meet legal duties.

Customer represents that it has the rights and lawful basis needed for Customer Data and instructions. Customer must not submit data prohibited by law or an Order Form. Customer must apply extra safeguards before using the Services for sensitive categories, children's data, payment card data, health data or government identifiers.

The Privacy Policy explains our controller and processor roles. A data processing agreement may add instructions and safeguards for Customer Data.

Customer and users must not use the Services to:

• Break a law, infringe rights, deceive recipients or facilitate fraud, harassment, exploitation or unlawful discrimination.
• Send spam, make unlawful automated calls, ignore opt-outs or use purchased data without a valid permission basis.
• Upload malware, probe security, evade usage controls, interfere with other customers or gain unauthorised access.
• Reverse engineer the Services except where law gives a non-waivable right, or copy protected interfaces, models or documentation to build a competing service.
• Use the Services for emergency dispatch, life-support operation or another use where a delay or error could cause death, personal injury or severe property damage.
• Use AI or communication features to impersonate a person without authority or conceal legally required disclosure.

Customer may connect carriers, Meta products, messaging providers, identity providers, storage, AI providers, CRMs and other third-party services. Customer authorises Omnichannl to exchange data with each selected service. The third party's terms, fees, availability and data practices apply to its service. Omnichannl is not responsible for a third-party change, outage, suspension, content decision or security event outside our control.

Fees, currency, usage measurement, payment schedule and renewal terms appear in the Order Form. Unless the Order Form says otherwise, fees are non-refundable and exclude taxes. Customer must pay applicable taxes other than taxes on Omnichannl's net income. Undisputed overdue amounts may incur the charge allowed by law and may lead to suspension after notice. Customer must raise a good-faith billing dispute without undue delay and pay undisputed amounts when due.

Omnichannl and its licensors own the Services, software, designs, documentation, models, workflows and related intellectual property. Subject to the agreement and payment of fees, Omnichannl grants Customer a limited, non-exclusive, non-transferable right for authorised users to use the Services during the subscription term.

Customer may give feedback. Customer grants Omnichannl a perpetual, worldwide and royalty-free right to use feedback without identifying Customer or disclosing Customer Confidential Information.

Each party must protect the other party's non-public business, technical and commercial information with reasonable care and use it only for the agreement. Confidential Information excludes information that becomes public without breach, was already known without restriction, comes lawfully from another source or was developed independently. A party may disclose information where law requires it after giving notice when legally permitted.

Omnichannl maintains technical and organisational measures appropriate to the Services. Customer must configure user access, secure endpoints and connections, and maintain its own business continuity plan.

We may update features to improve security, reliability or function. We will avoid materially reducing purchased core functionality during a paid term unless a legal, security or third-party provider change requires it. Scheduled maintenance, emergency work, provider outages and internet conditions can affect availability. Any service level commitment appears in a signed service level agreement.

Omnichannl may suspend affected access to prevent a security threat, unlawful use, material harm, provider violation or continued non-payment. Where the situation permits, we will notify Customer and limit the suspension to the affected account, feature or connection. Customer remains responsible for charges incurred before suspension and for third-party usage it authorised.

The subscription starts and renews as stated in the Order Form. Either party may terminate for an uncured material breach after the cure period in the Order Form, or if the other party becomes insolvent where law permits.

After termination, Customer access ends and outstanding fees become due. On request made within the contract's retrieval period, Omnichannl will provide a reasonable export of supported Customer Data. We then delete or return Customer Data according to the agreement, subject to backups and records that law requires us to keep. The provisions that by nature should survive termination remain in effect, including payment, confidentiality, intellectual property, disclaimers, liability and dispute terms.

To the maximum extent permitted by law, the Services are provided on an “as is” and “as available” basis. Omnichannl disclaims implied warranties of merchantability, fitness for a particular purpose, non-infringement and uninterrupted or error-free operation. Omnichannl does not warrant AI output, third-party services, carrier delivery, campaign results or a specific business outcome. Any express warranty or service commitment must appear in a signed agreement.

To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, exemplary, punitive or consequential damages, or for lost profits, revenue, goodwill or data, even if advised that such loss could occur.

Unless an Order Form states another cap, each party's total aggregate liability arising from the Services will not exceed the fees paid or payable for the affected Services during the twelve months before the event giving rise to the claim. The cap and exclusions do not apply where law forbids them. A signed agreement may set separate caps for confidentiality, data protection, indemnity or intellectual property claims.

Customer will defend and indemnify Omnichannl against third-party claims arising from Customer Data, Customer's unlawful communications or recording, Customer's breach of the acceptable-use rules, or a connected service selected by Customer. Omnichannl will provide prompt notice and reasonable cooperation. Customer may not settle a claim in a way that admits fault by Omnichannl or imposes a non-monetary obligation on Omnichannl without written consent. Any Omnichannl intellectual-property indemnity appears in the Order Form.

Unless a signed Order Form states otherwise, the laws of Bangladesh govern the agreement without regard to conflict-of-law rules, and the courts with jurisdiction in Dhaka, Bangladesh have exclusive jurisdiction. Before filing a claim, each party will give written notice and allow thirty days for authorised representatives to try to resolve the dispute. Either party may seek urgent injunctive relief to protect security, confidentiality or intellectual property.

Neither party may assign the agreement without the other party's consent, except to an affiliate or as part of a merger, reorganisation or sale of substantially all relevant assets. Customer may not assign to a direct competitor of Omnichannl without consent. Neither party is liable for delay caused by events beyond its reasonable control, except for payment duties.

If a provision is unenforceable, the remaining terms continue and the provision will apply to the maximum extent allowed. A waiver must be in writing. The agreement is the complete agreement about its subject and replaces earlier proposals or discussions. Headings do not affect interpretation.

Send notices to support@omnichannl.com. You may call +880 9612-949494 or write to Omnichannl, 62/5/E, Rupayan P&F Square, Kalshi, Mirpur, Dhaka 1216, Bangladesh.