Last updated: July 2025
1. Definitions
In these Terms of Service (“Terms”), the following definitions apply:
- “Agreement” means these Terms together with any subscription plan confirmation or Order Form.
- “Customer” means the organisation or individual who registers for and uses the Service.
- “Manager” means an authorised user with administrative access to the Customer’s platform account.
- “Trainee” means an individual whose telephone number is registered within the platform for training purposes.
- “Service” means the Onboardo platform, including all software, AI models, APIs, telephony infrastructure and associated tools accessible at platform.onboardo.ai.
- “Customer Content” means scripts, scenarios, call guides and other materials uploaded or created by the Customer within the platform.
- “Onboardo” means the operator of the Service.
2. Acceptance
By creating an account or accessing the Service, the Customer accepts this Agreement in full. If you are accepting on behalf of a legal entity, you warrant that you have authority to bind that entity to these Terms. The Service is intended for business use only and may not be used for personal, domestic or consumer purposes. These Terms form a legally binding contract.
3. Service Description
Onboardo is a cloud-based AI telephone training platform that enables organisations to develop and assess telephone-based personnel, including customer service agents, contact centre staff and emergency call handlers. The Service includes:
- Creation and management of AI-powered training scenarios and call scripts
- Assignment of dedicated training telephone numbers to Trainees
- Delivery of AI-simulated training calls via integrated telephony infrastructure
- Automated transcription and AI-generated performance scoring and analytics
- Coaching suggestions, strengths identification and progress tracking
- Manager dashboard, reporting and billing management tools
Onboardo may update, enhance or deprecate features of the Service. Material reductions in core functionality will be communicated with at least 30 days written notice. Minor updates, patches and improvements may be deployed without notice.
4. Account Registration and Security
4.1 The Customer must provide accurate, current and complete registration information and keep it updated.
4.2 The Customer is solely responsible for maintaining the security and confidentiality of its login credentials and for all activity occurring under its account, whether or not authorised.
4.3 Credentials must not be shared with individuals outside the Customer’s organisation. Sub-licensing or reselling access to the Service without Onboardo’s prior written consent is strictly prohibited.
4.4 The Customer must notify Onboardo immediately at [email protected] upon becoming aware of any actual or suspected unauthorised access, credential compromise or security incident.
4.5 Onboardo reserves the right to suspend access where suspicious activity is detected, pending investigation, without prior notice.
5. Subscription, Fees and Billing
5.1 Access to the Service is provided on a paid subscription basis at the fees set out in the Customer’s chosen plan.
5.2 All billing is processed through Stripe. By providing payment details, the Customer authorises Onboardo to collect fees on a recurring basis in advance of each billing period. Onboardo does not store card details.
5.3 Subscriptions renew automatically at the end of each billing period. The Customer may cancel at any time via the billing portal within the platform; cancellation takes effect at the end of the current billing period.
5.4 All fees are non-refundable except where required by law or expressly agreed in writing. No refunds or credits are issued for unused portions of a billing period.
5.5 Onboardo may revise pricing on 30 days written notice. Continued use of the Service following the notice period constitutes acceptance of revised pricing.
5.6 Accounts with unpaid balances will be suspended after 7 calendar days and may be permanently terminated after 30 calendar days. Outstanding amounts remain due following termination.
6. Acceptable Use
The Customer must not use the Service to:
- (a) train personnel in deceptive, fraudulent, coercive or unlawful telephone techniques;
- (b) conduct, facilitate or simulate unsolicited calls to real third parties, including telemarketing or cold calling;
- (c) impersonate emergency services, government bodies or financial institutions in any context capable of misleading real individuals;
- (d) reverse-engineer, decompile, scrape or extract proprietary data, models or source code from the platform without prior written authorisation;
- (e) circumvent usage limits, billing systems, access controls or rate limiting measures;
- (f) upload or generate content that is defamatory, discriminatory, obscene, or that infringes any third-party intellectual property or privacy right;
- (g) use the platform in breach of the Computer Misuse Act 1990, the Fraud Act 2006, the Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000, or any other applicable law or regulation.
Breaches of this clause entitle Onboardo to suspend or terminate the Customer’s account immediately and without prior notice, without prejudice to any other rights or remedies.
7. Call Recording, Transcription and Trainee Consent
7.1 All training calls placed through the Service are recorded and transcribed as part of the core functionality.
7.2 The Customer, as data controller in respect of its Trainees, is solely and entirely responsible for:
- Informing all Trainees in advance and in clear terms that their calls will be recorded, transcribed and analysed by automated AI systems;
- Obtaining all necessary consents under UK GDPR, the Privacy and Electronic Communications Regulations 2003 (PECR), and applicable employment, sector or regulatory requirements before any Trainee uses the platform;
- Ensuring compliance with the Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000 and the Investigatory Powers Act 2016 as applicable to the Customer’s organisation and sector.
7.3 Organisations in regulated sectors — including but not limited to emergency services, financial services, healthcare and public authorities — may be subject to additional or more stringent obligations. It is the Customer’s responsibility to identify and comply with all applicable requirements.
7.4 Onboardo shall have no liability whatsoever for any claim, loss, penalty or regulatory action arising from the Customer’s failure to comply with Clause 7.2 or 7.3.
8. AI-Generated Outputs and Accuracy
8.1 The Service uses large language models, automatic speech recognition and other AI technologies to generate transcripts, performance scores, coaching suggestions and call analytics.
8.2 All AI-generated outputs are provided for training guidance purposes only. They must not be used as the sole basis for employment decisions, disciplinary proceedings, formal capability assessments, regulatory submissions or any other consequential determination.
8.3 Onboardo does not warrant that AI-generated outputs are accurate, complete or free from error. The Customer assumes all responsibility for how such outputs are applied within its organisation.
9. Intellectual Property
9.1 All software, AI models, interfaces, documentation, branding and trade marks comprising or associated with the Service are the exclusive property of Onboardo or its licensors. These Terms grant no ownership rights and no licence beyond the right to use the Service during the subscription term in accordance with this Agreement.
9.2 The Customer retains ownership of all Customer Content. The Customer grants Onboardo a non-exclusive, worldwide, royalty-free licence to host, process and store Customer Content solely to the extent necessary to provide the Service.
9.3 Onboardo will not use Customer Content or identifiable Trainee data to train, fine-tune or benchmark AI models without the Customer’s explicit prior written consent.
10. Data Protection
10.1 Each party shall comply with all applicable obligations under the UK GDPR and the Data Protection Act 2018.
10.2 In processing personal data on behalf of the Customer, Onboardo acts as a data processor. The Customer acts as data controller in respect of its Managers and Trainees. Onboardo’s data processing practices are set out in full in the Privacy Policy.
10.3 Where UK GDPR Article 28 requires a written Data Processing Agreement (“DPA”), Onboardo will provide one on request. Customers should contact [email protected].
11. Confidentiality
Each party shall keep confidential all non-public information received from the other and use it solely for the purposes of this Agreement. This obligation survives termination for three years. It does not apply to information that is or becomes publicly available through no breach of this Agreement, that was independently developed, or that must be disclosed by law or regulatory order (in which case the disclosing party shall, where permitted, give prior written notice).
12. Warranties and Representations
12.1 Onboardo warrants that the Service will perform materially in accordance with its published documentation during the subscription term.
12.2 The Customer warrants that: (a) it has full authority to enter into this Agreement; (b) all information provided to Onboardo is accurate and complete; (c) its use of the Service complies with all applicable laws and this Agreement.
12.3 Subject to Clause 12.1, the Service is provided “as is”. Onboardo excludes all other warranties, representations and conditions, express or implied, to the fullest extent permitted by applicable law, including any implied warranty of satisfactory quality, fitness for a particular purpose or non-infringement.
13. Limitation of Liability
13.1 Nothing in this Agreement limits or excludes liability for: death or personal injury caused by negligence; fraud or fraudulent misrepresentation; or any other liability that cannot lawfully be excluded or limited.
13.2 Subject to Clause 13.1, Onboardo shall not be liable — whether in contract, tort (including negligence), breach of statutory duty or otherwise — for any: loss of profits; loss of revenue; loss of business; loss of anticipated savings; loss of data; loss of goodwill; or indirect, consequential, special or punitive loss, even if advised of the possibility of such loss.
13.3 Subject to Clauses 13.1 and 13.2, Onboardo’s total aggregate liability to the Customer for all claims arising under or in connection with this Agreement shall not exceed the total fees paid by the Customer in the twelve months immediately preceding the event giving rise to the claim.
14. Indemnification
The Customer shall indemnify, defend and hold harmless Onboardo and its officers, employees and contractors against all losses, liabilities, costs (including reasonable legal costs) and claims arising out of or in connection with: (a) the Customer’s breach of this Agreement; (b) the Customer’s failure to obtain required Trainee consents under Clause 7; (c) any claim that Customer Content infringes third-party intellectual property or privacy rights; or (d) the Customer’s use of the Service in violation of applicable law.
15. Service Availability and Force Majeure
15.1 Onboardo targets high service availability but does not guarantee uninterrupted or error-free operation. Planned maintenance will be communicated in advance where reasonably practicable.
15.2 Onboardo shall not be in breach of this Agreement, and shall not be liable, for any failure or delay in performance caused by circumstances beyond its reasonable control, including without limitation failures of third-party infrastructure (including Twilio, Deepgram, ElevenLabs or DigitalOcean), distributed denial-of-service attacks, acts of God, industrial action, or government action.
16. Termination
16.1 Either party may terminate this Agreement at any time on written notice. Termination by the Customer takes effect at the end of the then-current billing period.
16.2 Onboardo may terminate immediately on written notice if: the Customer materially breaches this Agreement and (where capable of remedy) fails to remedy the breach within 14 days of written notice; the Customer becomes insolvent, enters administration or is subject to winding-up proceedings; or continued provision of the Service poses a material legal, regulatory, reputational or security risk to Onboardo.
16.3 On termination: the Customer’s access to the Service ceases; all fees accrued to the termination date remain due; and Customer Content and personal data will be retained for 12 months before permanent deletion. The Customer may request export or earlier deletion by contacting [email protected].
17. Governing Law and Disputes
This Agreement is governed by and construed in accordance with the laws of England and Wales. The parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales. Before commencing formal proceedings, the parties agree to attempt in good faith to resolve any dispute through escalation to a senior representative of each party within 30 days of written notice, without prejudice to any right to seek urgent injunctive relief.
18. General
18.1 Entire agreement: These Terms, together with the Privacy Policy and any Order Form, constitute the entire agreement between the parties and supersede all prior representations, arrangements and understandings.
18.2 Severability: If any provision is found unenforceable by a court of competent jurisdiction, it shall be modified to the minimum extent necessary to make it enforceable; the remainder of the Agreement continues in full force.
18.3 Waiver: Failure by either party to enforce any right or remedy does not constitute a waiver of that or any other right or remedy.
18.4 Assignment: The Customer may not assign or transfer this Agreement or any rights under it without Onboardo’s prior written consent. Onboardo may assign this Agreement on written notice in connection with a corporate restructure, merger or acquisition.
18.5 Notices: Notices under this Agreement shall be in writing and delivered by email to the addresses on record. Notices to Onboardo must be sent to [email protected].
18.6 Third parties: Nothing in this Agreement confers any benefit on any third party under the Contracts (Rights of Third Parties) Act 1999.
19. Changes to These Terms
Onboardo will provide at least 14 days email notice of material changes to these Terms. Continued use of the Service after the effective date constitutes acceptance of the revised Terms. The current version is always available at onboardo.ai/terms-of-service.