Terms of Service

These terms govern use of Remy and the NiteOwl AI platform (together, the “Service”), provided by NiteOwl AI Ltd (“NiteOwl”, “we”, “us”). By creating an account or using the Service, you (“Customer”, “you”) agree to these terms. If you are agreeing on behalf of a business, you confirm you have the authority to do so.

1. The Service

Remy is an AI receptionist that answers customer enquiries, books appointments, captures leads, and hands off anything it cannot confidently handle to a member of your team. The Service includes the dashboard, the website chat widget embedded on your own site, and any related features we make available from time to time.

NiteOwl is an early-stage product. Features, pricing, and behaviour may change as we develop the Service, and during an alpha or beta period we may make changes more frequently and with less notice than once the product reaches general availability.

2. Accounts

• You must provide accurate information when creating an account, and keep your login credentials secure
• You are responsible for activity that happens under your account
• You must be legally able to enter into a binding contract to use the Service
• Tell us promptly if you believe your account has been compromised

3. Free trial and billing

• New accounts receive a 14-day free trial. No payment card is required to start a trial
• If you subscribe to a paid plan, billing is handled by Stripe; by subscribing you also agree to Stripe’s own terms for the payment method you use
• Subscriptions renew automatically until cancelled. You can cancel at any time from the billing portal in your dashboard, and cancellation takes effect at the end of the current billing period
• If a subscription lapses or a trial ends without payment, Remy will pause answering enquiries for that account until billing is resolved
• Fees are shown in the currency and amount presented at checkout and are subject to change with reasonable notice

4. Acceptable use

You agree not to use the Service to:

• Break any applicable law, or the rights of any person
• Send unlawful, deceptive, harassing, or abusive content through Remy or the widget
• Attempt to disrupt, overload, or gain unauthorised access to the Service or any account other than your own
• Reverse engineer, scrape, or resell the Service without our written permission
• Use the Service to make automated decisions with legal or similarly significant effects on a person without appropriate human review

We may suspend or terminate accounts that we reasonably believe violate these terms.

5. Your content and your customers’ data

You’re responsible for the accuracy of the business information and knowledge base content you provide to Remy, and for having a lawful basis to collect and process the personal information of your own customers (“End Users”) who interact with Remy on your behalf — including giving them any privacy notice required by law. NiteOwl processes End User data on your behalf as described in our Privacy Policy.

6. AI-generated responses

Remy’s replies are generated by AI models and, while designed to be accurate and to escalate anything uncertain to a human, may occasionally be incomplete, out of date, or wrong. You’re responsible for reviewing the knowledge base you configure and for confirming any booking, pricing, or policy details that matter to your business. Remy is not a substitute for professional, medical, legal, financial, or emergency advice or services, and must not be relied on as one.

7. Third-party services

The Service relies on third-party providers, including OpenAI (AI processing), Stripe (payments), Supabase (hosting and data storage), Resend (email delivery), Vercel (application hosting), and Sentry (error monitoring). Their availability and performance can affect the Service, and we are not responsible for outages or issues caused solely by a third-party provider outside our reasonable control.

8. Intellectual property

NiteOwl and its licensors own the Service, including the Remy product, software, and branding. You keep ownership of the business content you provide us (your knowledge base, business details, and similar). You grant us a licence to use that content solely to provide the Service to you.

9. Availability

We aim to keep the Service available and reliable, but we don’t guarantee uninterrupted or error-free operation, particularly during the alpha/early-access period. We may need to suspend access for maintenance, updates, or issues affecting the Service or its underlying providers.

10. Limitation of liability

To the fullest extent permitted by law, NiteOwl is not liable for indirect, incidental, or consequential losses arising from your use of the Service, including lost profits or lost business, and our total liability for any claim relating to the Service is limited to the amount you paid us in the 3 months before the claim arose. Nothing in these terms limits liability that cannot lawfully be limited, such as liability for fraud or death or personal injury caused by negligence.

11. Termination

You may stop using the Service and close your account at any time. We may suspend or terminate your access if you materially breach these terms, or if required by law. On termination, your right to use the Service ends, though some terms (such as intellectual property and liability) continue to apply.

12. Changes to these terms

We may update these terms as the Service evolves. We’ll update the date at the top of this page when we do, and where changes are material, we’ll take reasonable steps to let you know. Continuing to use the Service after changes take effect means you accept the updated terms.

13. Governing law

These terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Contact us

Questions about these terms can be sent to contact@niteowlhq.com.