Terms of Service

These Terms of Service ("Terms") govern your access to and use of the services provided by Orbit Online LLC ("Orbit," "we," "us," or "our"), including the AI receptionist platform, AI automation services, website design and hosting, dashboard, APIs, and related services (collectively, the "Service"). By creating an account, subscribing to a plan, or using the Service, you ("Client," "you," or "your") agree to be bound by these Terms.

1. Service Description

Orbit provides the following services:

• AI Receptionist Platform. A hosted AI receptionist that answers phone calls, responds to text chats and SMS messages, books and manages appointments, and handles inquiries on behalf of your practice or business. The Service includes a dedicated local phone number, an embeddable voice and chat widget, call and chat recordings, transcripts, a knowledge base, and a management dashboard. The AI receptionist integrates with practice management systems (including Dentrix Ascend, OpenDental, and Denticon) and telephony providers to automate receptionist functions.
• AI Automation Services. Automated outbound campaigns including Google review automation, AI follow-up sequences (text and email), appointment reminders, recall campaigns, and lead reactivation workflows.
• Website & Funnel Design and Hosting. At the request of clients, Orbit designs, develops, and hosts websites and sales funnels (including landing pages, lead-capture forms, and connected follow-up automation). These sites are hosted on third-party platforms and may collect contact or appointment-request information from visitors, which is forwarded to the client. Orbit manages hosting, content updates, and ongoing maintenance but does not provide domain registration services.

2. Account Registration

You must be at least 18 years old and authorized to bind your business to these Terms. You must provide accurate and complete information when creating an account. You are responsible for maintaining the security of your account credentials and for all activity under your account. You must notify us immediately of any unauthorized access. Each team member must maintain unique login credentials.

3. Subscription Plans & Pricing

Orbit offers multiple subscription plans billed monthly or annually. Current pricing and plan details are available within the platform at app.orbitonline.io or by contacting us. Plans may include limits on voice minutes, chat messages, locations, concurrent calls, and team members. Usage exceeding your plan's included limits may result in overage charges as specified in your plan details.

Orbit reserves the right to modify pricing with 30 days' written notice. Price changes do not affect the current billing period.

4. Billing & Payment

4.1 Billing Cycle

Monthly subscriptions are billed on the same date each month. Annual subscriptions are billed as a single payment for 12 months of service. By submitting payment information or activating a subscription, you agree to pay the fees presented at checkout. This acceptance creates a binding payment obligation.

4.2 Payment Method

All fees are charged to the payment method on file via our payment processor, Stripe. You authorize recurring charges for your subscription and any applicable overage fees.

4.3 Taxes

For SaaS subscriptions, applicable U.S. state sales tax is calculated at checkout based on your billing address and added to your subscription invoice where required by law. Tax rates and applicability vary by state.

Custom services (including custom website design, custom AI agent development, and one-off consulting engagements) are generally treated as non-taxable professional services. We do not currently collect sales tax on these engagements; however, you remain responsible for determining and remitting any taxes (including use tax, VAT, or other taxes) that may apply to those services in your own jurisdiction.

Orbit is not responsible for income tax, business registration tax, withholding, or any other tax you may owe based on your operation of your business or your use of the Service.

4.4 Failed Payments

If a payment fails, we will attempt to charge the payment method on file for up to 7 days. If payment cannot be collected, the Service may be suspended until the balance is resolved.

4.5 Payment Disputes

You agree to contact Orbit and provide a reasonable opportunity to resolve any billing dispute before initiating a chargeback or payment reversal. If you initiate a chargeback, Orbit may suspend access to the Service and/or terminate the account. You will be responsible for chargeback fees and reasonable collection costs where the chargeback is not upheld.

4.6 Implementation Prerequisites

You acknowledge that deployment may require access, credentials, approvals, timely responses, and third-party cooperation (including practice management systems, phone carriers, number porting, call routing, and integrations). You are responsible for providing required information and completing onboarding steps promptly. Delays caused by you or third parties do not stop billing and do not create a right to refund.

4.7 Deferred-Start Subscriptions & Usage Allowances

Some orders combine a one-time fee due at checkout with a subscription that begins billing after a deferral period disclosed at checkout (for example, a monthly service whose first charge occurs seven days after purchase). By completing such a checkout you authorize both the immediate one-time charge and the recurring subscription charges beginning at the end of the disclosed deferral period. Plans and orders may include usage allowances (such as AI voice minutes and messages); usage beyond an included allowance is billed monthly in arrears at the overage rates stated in your plan or order.

5. Demos and Onboarding

Access to the Service begins after a demonstration and an agreed order with Orbit Online. Orbit Online provisions and configures the Service for you as part of onboarding. An active paid subscription is required to use the Service; if a subscription is not activated or lapses, the AI receptionist and any assigned phone number may be deactivated after reasonable notice.

6. Plan Changes

Upgrades take effect immediately. You will be charged a prorated amount for the remainder of the current billing period at the new plan rate.

Downgrades take effect at the end of the current billing period. If your current usage exceeds the lower plan's limits, you must reduce usage before the downgrade takes effect.

Annual to Monthly: Switching from an annual to a monthly plan takes effect at the end of the annual term. No partial refunds are provided for the remaining annual period.

7. Cancellation & Refunds

Cancellation. You may cancel your subscription at any time through the dashboard or by written notice. Cancellation takes effect at the end of the current billing period. Your Service remains active until the end of the paid period.

No Refunds. All payments are final and nonrefundable, including partial months, annual prepayments, overage charges, setup work, configuration work, and time spent on onboarding or integration. Orbit may, at its sole discretion, offer service credits, term extensions, or billing pauses instead of refunds.

Data After Cancellation. After cancellation, your data (call recordings, transcripts, knowledge base, settings) is retained for 30 days. After 30 days, data may be permanently deleted. You may request a data export before cancellation.

Managed Websites, Funnels & AI Builds. Unless your order expressly states otherwise, websites, sales funnels, and AI configurations that Orbit designs, builds, hosts, and manages for you are licensed to you for the duration of an active subscription — they are not sold. Upon cancellation or termination of the subscription for any reason, these managed deliverables (including the hosted website, funnel pages, connected automations, and AI receptionist services) are deactivated and taken down as of the end of the paid period. Content, branding, and materials you provided remain your property and may be exported as described above. One-time build, setup, and configuration fees are nonrefundable once work has begun. You may port any phone number that you own.

8. Data, Confidentiality & HIPAA Compliance

The Service processes caller information that may include Protected Health Information ("PHI") as defined by HIPAA. Clients in healthcare are required to execute a separate Business Associate Agreement ("BAA") with Orbit, which governs the handling of PHI. The BAA is available for review and electronic signature within the dashboard.

You retain ownership of all data you provide to us, including call recordings, transcripts, patient information, website content, knowledge base entries, agent configurations, and any visitor submissions collected via websites we host for you. We will use this data solely to provide and improve the Service and as described in our Privacy Policy.

Both parties agree to keep confidential any non-public information disclosed in connection with the Service and to use such information only for the purposes of fulfilling their obligations under these Terms. Confidentiality obligations survive termination of the Terms.

You are responsible for ensuring that your use of the Service complies with all applicable privacy and data protection laws, including HIPAA where applicable. You will ensure all dashboard users maintain unique credentials and enable available security features.

9. AI Output Disclaimer

AI-generated responses are informational only, may contain inaccuracies, and are not guaranteed to be accurate or complete. You are solely responsible for reviewing AI-generated communications, directing how the AI receptionist is trained, and verifying the accuracy of any AI-assisted bookings or information. Orbit is not liable for any errors, omissions, or consequences resulting from AI-generated outputs. You remain responsible for all outcomes of the AI's training and configuration choices you make.

10. Acceptable Use

You shall not:

• Resell, sublicense, or transfer the Service to third parties without written consent.
• Use the Service for unsolicited marketing, spam, robocalls, or any purpose that violates the Telephone Consumer Protection Act (TCPA) or similar laws.
• Use the Service to conduct prohibited outbound campaigns or contact individuals who have not consented to receive communications.
• Attempt to reverse-engineer, decompile, or extract source code from the Service.
• Use the Service in any manner that could damage, disable, or impair the Service or interfere with other users.
• Upload malicious content, malware, or any material that infringes on third-party intellectual property rights.
• Share confidential business information resulting from this relationship with competitors.

If you use outbound AI calling or texting features (including lead follow-up, reminders, recall, and review campaigns), you are solely responsible for obtaining and maintaining all legally required consents for every contact you direct the Service to reach, for honoring opt-out and do-not-call requests, and for complying with the TCPA, CAN-SPAM, and equivalent state and federal laws. Orbit contacts individuals only at your direction and on your behalf.

If you utilize our website design and hosting service, you are responsible for ensuring that all website content complies with applicable laws and does not infringe the intellectual property or privacy rights of any third party. We reserve the right to remove or disable access to any content that violates these restrictions.

11. Intellectual Property

Orbit's IP. The Service, including all software, AI models, algorithms, interfaces, documentation, and branding, is the property of Orbit Online LLC. These Terms do not grant you any ownership rights.

Your Content. You retain ownership of your content (knowledge base entries, practice information, agent configurations, website content). By uploading content, you grant Orbit a limited license to use it solely to provide the Service.

Call Data. Call recordings, transcripts, and chat logs belong to you. Orbit processes this data solely to provide the Service and as described in our Privacy Policy.

12. Limitation of Liability

To the maximum extent permitted by law, Orbit's aggregate liability for all claims arising under or related to these Terms shall not exceed the total fees actually paid by you in the 12 months preceding the claim. The Service is provided "as is" without warranties of any kind, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, non-infringement, and accuracy of results.

In no event shall Orbit be liable for any indirect, incidental, special, consequential, or punitive damages, including lost profits, lost data, or business interruption, regardless of the theory of liability.

13. Indemnification

You agree to indemnify and hold harmless Orbit, its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable attorneys' fees) arising from: (a) your use of the Service; (b) your violation of these Terms; (c) your violation of any applicable law or regulation; or (d) any content you upload or transmit through the Service.

14. Service Availability

Orbit strives to maintain high uptime but does not guarantee uninterrupted availability. We may perform scheduled maintenance with reasonable advance notice. We are not liable for downtime caused by factors beyond our control, including internet outages, third-party service failures, or force majeure events.

15. Modifications to Terms

We may update these Terms from time to time. Material changes will be communicated via email or dashboard notification at least 30 days before taking effect. Your continued use of the Service after the effective date constitutes acceptance of the updated Terms. If you do not agree to the changes, you may cancel your subscription before the changes take effect.

16. Governing Law & Disputes

These Terms are governed by the laws of the State of New York, without regard to conflict of law principles. Any disputes arising under these Terms shall be resolved in the state or federal courts located in Albany County, New York. Both parties waive the right to a jury trial.

17. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

18. Entire Agreement

These Terms, together with the Privacy Policy and (where applicable) the Business Associate Agreement, constitute the entire agreement between you and Orbit regarding the Service. These Terms supersede all prior agreements, proposals, and representations, whether written or oral.

19. Contact