Terms of service

Last updated: 9 October 2026

1. Who we are and definitions

“orderdm.ai”, “we”, “our” and “us” refer to ORDERDM.AI LTD, a company registered in England and Wales under company number 17395660, with its registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, which operates the website at orderdmai.com and provides the services described below. “You” or “Client” means the individual or business that uses the website or engages our services. “Services” means the setup and operation of our AI agent through the orderDM app, custom solutions (for example, website design and development) and related maintenance and support. “Order” means the specific scope, fees and terms you agree to when you sign up (for example by email, through a booking form, an order form or a statement of work).

2. The Services

Through the orderDM app, we set up and run an AI agent that connects to your messaging channels (such as Instagram), and, as a custom solution, we can also design, build and maintain a website for you. The exact deliverables, timelines and fees for your engagement are set out in your Order, which forms part of these Terms. If your Order conflicts with these Terms, the Order prevails for that engagement.

3. Eligibility and authority

You must be at least 18 years old and have the legal capacity to enter into a binding contract. If you accept these Terms on behalf of a business, you confirm that you are authorised to bind that business, and “you” then includes that business.

4. Free trial

• The free trial runs for 15 days or 1,000 messages, whichever comes first, from the day your AI agent goes live.
• No card or payment of any kind is required during the trial.
• We may decline or end a trial at our discretion (for example, for businesses outside the sectors we cover, or in case of misuse).
• When the trial ends, nothing is charged until you add a card on the Billing page in the app (you can also add a card during the trial; billing then starts when the trial ends). After the trial, the agent keeps working for another 48 hours (up to 300 messages), then switches off until you add a card; messages during the trial and that extension are never charged. With a card, you pay per message (see section 5), once a month for the previous month, and you can cancel automatic payments at any time on the Billing page. If you do not add a card, you owe nothing: we disconnect from your channels and delete your training data within a reasonable period.

5. Fees, billing and taxes

• After the trial, you pay for the orderDM app per message, by card, once a month for the previous month. The per-message price depends on the number of active products in your catalogue: the more products the agent knows, the higher the per-message price. The same price applies to DM replies, promo messages, replies to linked stories and comment replies.
• The monthly minimum is €10 (pro rata for a part month): if your usage is lower, the minimum is charged.
• If the ‘Auto-reply to comments’ option is on in the app, a monthly add-on of €5 is charged on top of the per-message price (€10 once message charges in that month reach €60), for each calendar month in which the option was on while automatic billing was active; nothing is charged during the free trial. The add-on is also charged while the agent is switched off because of an unpaid invoice and with manual billing (invoice by email), if the option is on. The add-on counts towards the monthly minimum and is not pro-rated by days.
• When your number of products changes, we adjust the per-message price. A new price applies from the moment it changes and only to messages after that; messages before the change keep the earlier price. Until it is adjusted, the last set price applies. Your current price and price history are always on the Billing page.
• You can estimate your monthly amount with the calculator: orderdmai.com/calculator. Prices are in euros (€). Custom solutions are charged as agreed, in line with your Order.
• For custom solutions, the one-off fee is charged after you approve the build, and the monthly maintenance fee for a custom solution is billed in advance.
• Payments are processed by a third-party payment processor (for example, Stripe). We do not store your full card details. Nothing is charged during the free trial.
• Fees are exclusive of taxes; you are responsible for any applicable VAT, sales tax or similar duties.
• If a payment fails, we may retry it for up to 7 days and suspend the Services until the issue is resolved.

6. Refunds

• Website build fee: 30-day money-back guarantee if you are not happy with the design.
• Build fee for other custom solutions: non-refundable once the solution has gone live.
• Monthly service fees: non-refundable, but you can cancel at any time and no further fees will be charged.

7. Term and cancellation

Paid Services run on a rolling monthly basis unless your Order says otherwise. You can cancel automatic payments for the orderDM app at any time on the Billing page; the agent keeps working until the end of the current month, then your final statement arrives. You can cancel other Services at any time by emailing orderdm.ai@gmail.com. When you cancel, we disconnect cleanly, make your training data available for export on request, and charge no cancellation fee. We may suspend or terminate the Services if you materially breach these Terms, fail to pay, or use the Services unlawfully.

8. Your responsibilities and acceptable use

You are responsible for the accounts, content and instructions you give us, and for the messages the AI agent sends on your behalf. You agree that you will not, and will not allow others to:

• use the Services for any unlawful, deceptive or harmful purpose, or to send spam or unsolicited messages;
• breach the terms or policies of Instagram, Meta, WhatsApp, Google or any other platform we connect to;
• message people without the consent required by applicable law (for example, anti-spam and consumer protection rules);
• provide content that infringes the rights of others, is defamatory, or that you do not have the rights to use; or
• attempt to disrupt, reverse-engineer or gain unauthorised access to the Services.

You are responsible for obtaining and maintaining the platform accounts and permissions the Services require, and for complying with the laws that apply to your business and your customers.

9. Your content and data

You grant us the rights we need to use your content, branding and data solely to provide and improve the Services for you. You keep ownership of your content. How we handle personal data is described in our Privacy Policy. Where we process your customers’ personal data, we do so as your processor, on your instructions.

10. Intellectual property

• The content you provide remains yours (your branding, copy, photos and customer data).
• We retain all rights in the technology, prompts, templates and frameworks we develop, including improvements made while providing the Services.
• Website code we deliver is licensed to you for use on the domain we deploy it to, provided that you pay the applicable fees.

11. Third-party platforms and AI

The Services rely on third parties (such as Instagram/Meta, Google, and our AI and payment providers). We are not responsible for those services, their availability or their terms, which you accept where required. The AI agent generates replies automatically and can make mistakes; what it writes is not professional advice. You are responsible for checking how it is set up and for the messages it sends, and a person can take over the conversation at any time.

12. Disclaimer of warranties

The website and Services are provided “as is” and “as available”, without warranties of any kind, whether express or implied, including satisfactory quality, fitness for a particular purpose and non-infringement, to the fullest extent permitted by law. We do not guarantee any specific result, sales figure or response time, or uninterrupted, error-free operation. Examples and figures relating to results on our website are illustrative, not promises.

13. Limitation of liability

To the fullest extent permitted by law, we are not liable for any indirect, incidental, special, consequential or punitive damages, or for loss of profits, revenue, data or goodwill. Our total liability for any claim relating to the website or the Services is limited to the amount you paid us in the 12 months before the event giving rise to the claim. Some jurisdictions do not allow certain limitations, so some of these may not apply to you.

14. Indemnity

You agree to indemnify us and hold us harmless against claims, damages and reasonable costs arising from your content, your use of the Services, your breach of these Terms, or your breach of any law or of a third-party platform’s terms.

15. Changes to the Services or these Terms

We may change the Services and these Terms from time to time. For material changes to these Terms, we will update the “last updated” date above and notify active clients at least 30 days before the changes take effect, where reasonably possible. If you continue to use the Services after the changes take effect, you accept the updated Terms.

16. Governing law and disputes

These Terms are governed by the law of England and Wales, without regard to conflict of laws rules, and the courts of England and Wales have jurisdiction, unless your Order says otherwise. Before bringing a claim, you agree to contact us first so that we can try to resolve it informally.

17. General

These Terms and your Order form the entire agreement between us regarding the Services and replace any prior discussions. If any provision is found to be unenforceable, the rest remains in effect. We may transfer these Terms in connection with a merger, acquisition or sale of assets. If we do not enforce a provision, that does not mean we waive it. Neither party is liable for delays caused by events beyond its reasonable control (force majeure). Notices may be sent by email to the addresses on record.

18. Contact

Questions about these Terms: orderdm.ai@gmail.com.