Terms of Service

If you are an Individual Customer, you can withdraw from a purchase under the Danish Forbrugeraftaleloven (“fortrydelsesret”). Each purchase is its own contract: a Pro or Max subscription, and each purchase of tokens. A renewal is not a new purchase. The law gives you 14 days from the day after the purchase, extended to the next working day if the last day is a Saturday, Sunday or public holiday. We accept a withdrawal for 21 days after the purchase. The Account page shows the deadline for each purchase.

We may suspend access to the service immediately, before or instead of termination, if your account poses a security threat to the service or to others, is being used in serious breach of the Acceptable use section, or exposes OurAI to legal liability. We will notify you of the suspension and our reasons, as set out in Content moderation and illegal content, keep it no broader and no longer than necessary, and restore access once the cause is resolved. Suspension for non-payment is covered under Late payment.

OurAI stores what you upload and write in the service, which makes it a hosting service under the EU Digital Services Act (Regulation (EU) 2022/2065). This section sets out how we restrict content, how anyone can report illegal content to us, and how you can contest a decision we take.

• –What is restricted. The rules in Acceptable use. They apply to what you send to the service and to what the service generates for you.
• –Automatic checks. Every message is checked before it is sent to an AI model, and every answer before it is shown: First against a fixed list of patterns, then by a classification model OurAI runs on its own servers. The checks look for clearly harmful requests and answers, such as sexual material involving children, weapons capable of mass harm, cyberattacks and violent crime. A message they stop is not sent, and an answer they stop is replaced with a notice. No person reviews these decisions before they take effect, and your organisation cannot turn the checks off. We do not otherwise monitor what you store.
• –Suspension. Suspending or closing an account because of its content or a breach of Acceptable use is decided by a person at OurAI, never automatically.
• –Our reasons. When we stop a message, replace an answer, or suspend or close an account because of its content, we tell you what we did, whether it was decided automatically and which rule it rests on. To keep the checks effective, we do not say which category a message or answer matched.
• –Contesting a decision. Write to support@ourai.dk, with the Ref number shown with a stopped message where there is one. A person at OurAI reviews the decision and answers without undue delay. We do not open stored content to review a decision, so if you want us to look at the content itself, include it in your email. If a check was wrong, we tell you, and where the fixed patterns caused it, we correct them. You can also complain to Digitaliseringsstyrelsen, the Danish Digital Services Coordinator, or take the matter to the courts as set out in Governing law.
• –Reporting illegal content. Anyone can report content stored in OurAI that they consider illegal by writing to support@ourai.dk. Include why you consider it illegal, where it is (the account, workspace or conversation, as precisely as you can), your name and email address, and a statement that you believe in good faith that the report is accurate and complete. A report of sexual abuse of children can be made without your name. We confirm receipt, decide without undue delay, and tell you what we decided and how you can contest it.
• –Threats to life or safety. If we learn of information suggesting a crime that threatens someone’s life or safety, we report it to the police.
• –Points of contact. support@ourai.dk is our single point of contact under the Digital Services Act, for users and for authorities, the European Commission and the European Board for Digital Services. Write in Danish or English. A person reads every message.

The service evolves continuously. We may add, change or remove features, and the available AI models change as providers release, replace or retire them. If a change materially reduces the core functionality you pay for, we give you at least 30 days’ notice and you may cancel before it takes effect. If a model becomes unavailable for reasons outside our control, for example because its provider retires it or a court or public authority restricts it, we may withdraw it on shorter notice or, where we are required to, immediately. Where possible we make a comparable model available.

• –OurAI’s IP. All rights in the service, including the software, design, documentation, brand and improvements, belong to OurAI. We grant you a non-exclusive, non-transferable right to use the service during your subscription, subject to these Terms.
• –Your IP. All rights in Customer Data and in any output generated for you remain with you or with the third party who owns them.
• –Feedback. If you give us feedback or suggestions, you grant us a perpetual, royalty-free licence to use them to improve the service.

If a third party brings a claim against OurAI arising from Customer Data, from use of the service by a Business Customer or its authorised users in breach of these Terms, or from their violation of applicable law, the Business Customer will defend OurAI against the claim and cover the resulting damages, costs and reasonable legal fees, provided OurAI notifies the Customer of the claim without undue delay, allows the Customer to control the defence, and reasonably cooperates.

Each party will protect the other’s non-public information using at least the same care it uses for its own confidential information, and will use it only as needed to perform under these Terms. This obligation continues for 3 years after termination, except for trade secrets, which are protected for as long as the law allows.

Under the EU Data Act (Regulation (EU) 2023/2854), you can move from OurAI to another provider, or to your own servers, and take your data with you. This section applies to Individual and Business Customers, and nothing in these Terms limits it.

• –Asking to switch. Cancel your subscription, or write to support@ourai.dk from the account owner’s email address, and tell us whether you are moving to another provider (with its name), moving to your own servers, or want your data erased. The notice period ends when your current monthly cycle ends, and never more than two months after your request. A free account has no notice period.
• –Transitional period. If you ask, the service continues in full for up to 30 days after the notice period, at the price of your plan charged pro rata, so you can move without interruption. You can extend it once, for the period you need. If 30 days is technically not feasible, we tell you within 14 working days of your request, explain why and set a longer period of no more than seven months, during which the service continues.
• –Help with your exit. We answer questions about the export, its format and the service, from you and from the provider you are moving to, free of charge. During the transitional period we keep the service and your data secure, and we tell you of any known risk to the service.
• –Retrieving your data. After the transitional period, or after the subscription ends if you asked for none, your data stays available for export for at least 30 days. An organisation’s workspace is frozen during that time. An individual account keeps its data until you close the account.
• –What you can export. For an organisation: Conversations, messages and their versions, projects, uploaded and generated files, memories, workspace policies and groups, the audit log with its prompts and responses, usage statistics, members’ accounts and sign-in profiles, the admin console’s record of sign-ins and admin actions, team invitations, and the usage events in the billing ledger. For an individual: The same records about you. Not exported: Encryption keys and sign-in credentials, records of legal holds (which can themselves be confidential), and short-lived technical queues and caches. The system instructions we add to requests and the configuration of the AI models we run ourselves belong to how the service works internally and are not exported. None of this delays a switch.
• –Format. The export is in a structured, commonly used and machine-readable format: JSON records and the files themselves. Its contents and structure are described on our data protection page. Exporting costs nothing and can be repeated.
• –Erasure and the end of the contract. When the retrieval period ends, we erase all your exportable data and the contract ends. We email the account owner the date in advance. Copies in our backups expire within seven days, and we keep invoices and accounting records as the Danish Bookkeeping Act requires. If you ask for erasure instead of a switch, the contract ends when the notice period ends, and we erase your data as described under Term and termination.
• –No switching charges. We charge nothing for switching or for exporting data, and there is no early termination fee. Our prices are on our pricing page. Purchased tokens are covered by Cancellation and refunds.
• –Where your data is. The jurisdiction of our infrastructure, and how we protect data against access by authorities outside the EU, are described on our data protection page.

We may update these Terms. For material changes we notify you by email or in the product at least 30 days before they take effect. If you do not agree to the change, you may cancel your account before the effective date. Continuing to use the service after the effective date counts as acceptance.