Terms of Service

Last updated: March 2026

These terms govern your use of Oneway, the AI-native customer operations platform available at oneway.tools. By creating an account or using the service, you agree to these terms. If you don't agree, please don't use the service.

We've written these in plain English. No tricks, no gotchas.

1. What Oneway provides

Oneway is a customer operations platform that includes:

• Live chat with AI agent — an embeddable chat widget with an autonomous AI that answers customer questions from your website content and knowledge base
• Help center — a knowledge base with AI-assisted article generation, gap analysis, and performance scoring
• Feedback board and roadmap — public feedback with voting, a kanban product roadmap, and changelog with auto-notifications
• Email campaigns — email marketing with contact management, tagging, segmentation, and delivery tracking
• Form builder — embeddable forms with drag-and-drop creation
• Website knowledge crawler — automatic indexing of your website content so the AI agent can answer from it

Features may evolve over time. We'll notify you of significant changes.

2. Your account

To use Oneway, you need to create an account. You agree to:

• Provide accurate information when registering
• Keep your login credentials secure — you're responsible for all activity under your account
• Notify us immediately if you suspect unauthorised access
• Maintain only one account per person (you may have multiple workspaces)

You must be at least 16 years old to create an account. If you're using Oneway on behalf of a company or organisation, you represent that you have the authority to bind that entity to these terms.

3. What you can do

You may use Oneway for any lawful business purpose, including managing customer communications, building a knowledge base, collecting feedback, sending marketing emails, and embedding forms and chat widgets on your websites.

4. What you can't do

You agree not to:

• Use Oneway to send unsolicited bulk email (spam) or violate anti-spam laws (CAN-SPAM, GDPR, PECR)
• Upload or distribute harmful, illegal, defamatory, or infringing content
• Use the service to harass, threaten, or abuse anyone
• Attempt to access other users' data, accounts, or workspaces
• Reverse-engineer, decompile, or extract source code from the service
• Resell, sublicense, or redistribute the service without our written consent
• Use the AI features to generate content that is intentionally misleading, harmful, or illegal
• Circumvent any security measures, rate limits, or access controls
• Use automated scripts to scrape or overload the service
• Impersonate another person or entity

We reserve the right to suspend or terminate accounts that violate these terms, with notice where practicable.

5. Your data — you own it

You retain full ownership of all content you create, upload, or process through Oneway. This includes chat conversations, contact lists, email content, help articles, feedback, form submissions, and any other data you put into the platform.

We do not claim any ownership rights over your content. We process your data solely to provide and improve the service, as described in our Privacy Policy.

You can export your data at any time from within the application.

6. Our intellectual property

Oneway, including its design, code, features, documentation, and branding, is owned by Oneway. These terms grant you a limited, non-exclusive, non-transferable licence to use the service for your business purposes, for as long as your account is active and in good standing.

This licence does not include the right to copy, modify, or create derivative works of the platform itself.

7. AI features

Oneway includes AI-powered features such as automated chat responses, article drafting, knowledge gap analysis, and content suggestions. You should be aware that:

• AI responses are generated automatically and may not always be accurate, complete, or appropriate for your specific situation
• You are responsible for reviewing any AI-generated content before it is published, sent to customers, or used in your knowledge base
• We do not guarantee the accuracy of AI-generated responses or recommendations
• We do not use your data to train our AI models. Your content is used only within your workspace to generate responses for your customers

The AI agent's confidence scoring and handoff features are designed to minimise errors, but human oversight remains your responsibility.

8. Third-party services

Oneway relies on third-party infrastructure to provide the service, including cloud hosting, email delivery, AI processing, and payment processing. We are not responsible for outages, errors, or service interruptions caused by third-party providers, though we will make reasonable efforts to restore service promptly.

A list of our sub-processors is available in our Privacy Policy.

9. Service availability

We make reasonable efforts to keep Oneway available and performing well. However, we do not guarantee 100% uptime. The service may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control.

Where possible, we will provide advance notice of planned maintenance.

10. Payment and billing

Fees for using Oneway are as displayed on our pricing page. By subscribing, you agree to pay the applicable fees.

• Billing cycle: fees are billed monthly or annually, depending on your chosen plan, and are charged in advance
• Auto-renewal: subscriptions renew automatically at the end of each billing period unless cancelled
• Price changes: we will notify you at least 30 days before any price increase takes effect. You can cancel before the new price applies
• Refunds: we do not offer refunds for partial billing periods. If you cancel mid-cycle, you retain access until the end of the current period
• Failed payments: if payment fails, we'll notify you and may suspend access after a reasonable grace period

11. Free usage

We may offer a free tier or free trial. We reserve the right to modify the scope, duration, or availability of free usage at any time. Free usage does not create any obligation for us to continue providing the service at no cost.

12. Cancellation and termination

By you: you can cancel your subscription at any time from your account settings. On cancellation, you retain access until the end of your current billing period. You can export your data for 30 days after cancellation. After 30 days, your data will be permanently deleted.

By us: we may terminate or suspend your account if you materially breach these terms. Where the breach is capable of remedy, we will give you reasonable notice and an opportunity to resolve the issue before terminating. In cases of serious abuse, illegal activity, or security threats, we may act immediately.

Effect of termination: on termination, your licence to use the service ends. Sections of these terms that should naturally survive termination (such as data ownership, limitation of liability, and indemnification) will continue to apply.

13. Limitation of liability

The service is provided "as is" and "as available." To the maximum extent permitted by law:

• We do not warrant that the service will be error-free, uninterrupted, or meet your specific requirements
• We are not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities
• Our total liability for any claim arising from or related to these terms or the service is limited to the fees you paid to us in the 12 months preceding the claim

Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under the laws of England and Wales.

14. Indemnification

You agree to indemnify and hold Oneway harmless from any claims, damages, losses, or expenses (including reasonable legal fees) arising from your use of the service, your content, your violation of these terms, or your violation of any law or third-party rights.

15. Changes to these terms

We may update these terms from time to time. For material changes, we will notify you by email at least 30 days before the changes take effect. Your continued use of the service after the effective date constitutes acceptance of the updated terms.

We'll always keep the current version of these terms available at this URL.

16. Governing law and disputes

These terms are governed by the laws of England and Wales. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. General

• Severability: if any provision of these terms is found to be invalid or unenforceable, the remaining provisions continue in full effect
• Entire agreement: these terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and Oneway
• No waiver: our failure to enforce any provision does not constitute a waiver of that provision
• Assignment: you may not assign your rights under these terms without our consent. We may assign our rights in connection with a merger, acquisition, or sale of assets