Terms of Service

Effective November 5, 2026

These terms are an agreement between you and Duong Nguyen Anh Khoa, trading as OrbScale, an individual based in Ho Chi Minh City, Vietnam (“OrbScale”, “we”). They apply when you create an OrbScale account or use OrbScale (the “service”). OrbScale is for businesses: by using it you confirm that you are at least 18 and use it for a business, and you accept these terms on that business's behalf.

The service

OrbScale lets you build an Orb, an AI agent that answers your website's Visitors from the files and web pages you add to its Knowledge Base, and collects Leads when they leave their contact details. Your account belongs to one Workspace, which holds your Orbs, their Knowledge Bases, Conversations and Leads.

Your account

• Give us accurate details and a working email address: we send Leads, billing notices and inactivity warnings there.
• Keep access to that email address secure, since it is how you sign in. You are responsible for what happens in your Workspace.

Your content

• You keep all rights to what you add (files, web pages, instructions) and to your Conversations and Leads. You let us host, copy and process it only to run the service for you, as our Privacy Policy describes.
• Only add content you have the right to use, and only crawl sites you own or are allowed to copy. You are responsible for your content and for keeping your Knowledge Base accurate and current.
• We don't use your content or your Visitors' messages to train AI models.

Your Visitors

When you put an Orb on your site, you are responsible to your Visitors for it. In particular, you must:

• make clear that Visitors are chatting with an AI, not a person;
• tell Visitors, in your own privacy notice, that their messages and the contact details they leave are processed by OrbScale for you, and have a lawful basis for that;
• answer your Visitors' requests about their data; we help you with them, as the Privacy Policy explains;
• not use an Orb to collect sensitive data (such as health, financial account or identity numbers), and not aim it at children.

Answers are generated by AI

Your Orb writes its answers with a language model, from your Knowledge Base. It is designed to say when it doesn't know, but it can still be wrong, incomplete or out of date. Its answers are not professional advice. Check what it says about prices, contracts, health, safety or the law before relying on it, and don't let it make decisions with legal or similar effects on people without a human check. You are responsible for how you and your Visitors use its answers.

Acceptable use

Don't use OrbScale, or let anyone use your Orbs, to:

• break the law or infringe anyone's rights, including privacy;
• put illegal or harmful content in a Knowledge Base: for example material that exploits children, promotes violence or terrorism, harasses or defames people, infringes copyright, or is malware or phishing;
• deceive people, including passing the Orb off as a human or as another business;
• send spam or unsolicited messages to the Leads you collect;
• abuse the widget or the service: automated or bulk traffic, getting round its limits, bot check or domain rules, trying to make an Orb ignore its instructions, probing our security, or trying to reach another Workspace's data;
• resell the service, or copy it to build a competing one.

Suspension

We may suspend an Orb or a Workspace, without notice where needed, if it breaks these terms, puts the service, other customers or the public at risk, or if the law requires it. We will tell you why, unless the law or safety prevents it, and restore access once the problem is fixed.

Plans, credits and payment

• The Free Plan is free. Paid Plans renew monthly or yearly until you cancel. Prices and what each Plan includes are on our pricing.
• Each Orb reply uses one Message Credit, including a reply served from the cache. Fallback Answers and blocked or declined messages are free. Each file or web page you add uses one page of Ingestion Quota.
• A paid Plan's Monthly Allowance of credits and pages expires at each renewal, and what is left expires when the Plan ends. Top-ups and the Free Plan's one-off grant never expire. When credits run out, your Orb gives its Fallback Answer until you have credits again.
• Dodo Payments sells Plans and Top-ups as our merchant of record: it charges you, handles sales tax and invoices, and its terms also apply to your purchase. Your statement shows the charge from Dodo Payments and OrbScale; the exact wording depends on your bank.
• Refunds follow our Refund Policy: for example, a first payment for a Plan is refunded in full within 14 days, no questions asked.
• If something's wrong with a charge, email support@orbscale.com and we'll fix or refund it within 2 business days. Please contact us before disputing a charge with your bank, which takes longer for both of us.
• If a renewal payment fails and stays unpaid, your Workspace falls back to the Free Plan's limits and retention until it is paid.
• We may change prices. A new price applies to a paid Plan from its first renewal after we have told you by email.

Limits and data lifecycle

Each Plan has limits on Orbs, storage and how long Conversations are kept. A Free Workspace that nobody uses for 30 days has its Orbs and their content deleted, after a warning email. The Privacy Policy lists every retention rule.

Cancelling and closing your account

• You can cancel a paid Plan at any time, with no fee: in your dashboard, open Billing & Usage, choose Manage billing in Dodo, and cancel there. That stops future charges at once. The Plan runs to the end of the period you paid for, then your Workspace moves to the Free Plan.
• You can delete your account in Settings, after cancelling any paid Plan. Your Workspace and everything in it are deleted straight away, and unused credits and Top-ups are lost.
• We may end these terms and close your account if you seriously or repeatedly break them, or with 30 days' notice if we stop offering the service, in which case we refund the unused part of any prepaid period.

Availability and changes to the service

We work to keep OrbScale running, but we don't promise it will always be available or error-free, and we don't offer a service-level agreement. Keep your own copies of the files you upload. We may change or remove features. If a change takes away something you paid for, we will tell you in advance and refund the unused part.

The service relies on outside companies, such as model providers and our payment provider. Their outages or changes can affect it.

Liability

The service is provided “as is”, without warranties beyond those these terms state. To the extent the law allows, neither of us is liable for indirect or consequential losses, or for lost profits, revenue or data, and our total liability under these terms is limited to the greater of the fees you paid us in the 12 months before the claim, or USD 100. Nothing here limits liability that the law does not allow to be limited.

You will cover our reasonable costs from claims by others that arise from your content, your use of the service in breach of these terms, or your dealings with your Visitors.

Changes to these terms

We may update these terms. We will email you about changes that matter at least 30 days before they take effect, unless the law or a security issue requires a faster change. If you keep using the service after that, the new terms apply; if you don't accept them, you can cancel and delete your account.

Disputes and governing law

If you have a problem with OrbScale, talk to us first: email support@orbscale.com and we'll try to sort it out with you. Please give us 30 days to do so before starting any formal dispute.

These terms are governed by the laws of Vietnam, and any dispute goes to the competent courts of Ho Chi Minh City. Mandatory consumer or data-protection rights you have where you are still apply.

Contact

Questions about these terms: support@orbscale.com. OrbScale is run by Duong Nguyen Anh Khoa, trading as OrbScale, Ho Chi Minh City, Vietnam. We give our full postal address on request.