These terms cover how the OurAI Tech AI Support Platform plans for hotels and restaurants are billed, what happens if you go over your allowance, and how refunds work. Please read them before signing up or paying.
1. Fees
| Fee | When it is charged | Refundable? |
|---|---|---|
| One-time setup fee | When the contract is signed | No, once handover has taken place |
| Monthly fee | At the start of each period | Not for the current period |
| Yearly plan (10 months paid upfront) | When the contract is signed | Per the formula in section 5 |
| Add-on pack of 500 conversations | When it is triggered, billed on the next invoice | No |
2. Billing cycle and payment methods
- Monthly plans: invoiced on your signing date each month, due within 7 days.
- Yearly plans: paid in full when signing. The renewal invoice is sent 30 days before the plan expires.
- Customers in Vietnam: bank transfer or QR payment.
- International customers: SWIFT or Wise transfer. All sending-bank charges are paid by the sender (charge code OUR) — this is stated on every international invoice.
- International customers: 12-month minimum contract, paid once for the full year.
3. How conversations are counted
- One conversation = one guest within 24 hours. A guest who asks several times within 24 hours still counts as one conversation.
- Allowances apply per billing period and do not roll over to the next period.
- Conversations sent by the owner or staff for testing do not count toward the allowance (up to 50 conversations a month).
4. Going over your allowance
- At 80%: we warn you by email and on Telegram.
- At 100%: the system automatically buys one 500-conversation pack ($79), billed on your next invoice, and notifies you immediately.
- After 2 automatic packs in the same period: automatic purchases stop and we suggest moving up a plan.
- Your assistant never stops answering guests because of an allowance.
5. Refund policy
One formula covers every case:
Refund = Amount paid − (Months used × Listed monthly price) − Setup feeIf the result is zero or less, no refund is due.
In other words: if you cancel part-way, the months you used are recalculated at the regular monthly price (so the yearly-plan discount no longer applies), the setup fee is not refunded, and the rest is returned to you.
Example (Hotel Growth, USD yearly plan of $2,740 = $2,490 + $250 setup):
| Cancelled after | Used (at the monthly price) | Refund |
|---|---|---|
| 3 months | 3 × $249 + $250 = $997 | $1,743 |
| 5 months | 5 × $249 + $250 = $1,495 | $1,245 |
| 10 months | 10 × $249 + $250 = $2,740 | $0 |
Other conditions:
- Add-on conversation packs are not refundable.
- The setup fee is not refundable after handover. If you cancel before the handover session, 50% of the setup fee is refunded.
- Refunds are processed within 15 business days, to the original payment method and in the original currency (you carry no exchange-rate risk, and neither do we).
- For international transfers, the bank charges of the refund transfer are deducted from the refunded amount.
- If the service is down for more than 72 consecutive hours because of a fault on our side, you are refunded pro rata for the days of disruption, with none of the deductions above.
6. Late payment
- Day 1 and day 7 after the due date: payment reminders.
- Day 15: the service is suspended, after prior notice by email.
- Day 60: your knowledge base and conversation history are deleted.
- No late-payment interest is charged.
7. Price changes
- Prices are locked for the whole contract period in progress.
- Price changes for the next period are announced at least 30 days in advance.
- Renewals are at the prices current at the time of renewal.
8. Taxes and invoices
- Prices listed in VND apply to businesses registered in Vietnam.
- Invoices are issued in accordance with current regulations.
- International customers are responsible for any tax obligations in their own country.
9. Cancellation
- Monthly plans: 30 days’ notice, effective at the end of the period in progress.
- Yearly plans: the refund formula in section 5 applies.
- On cancellation you can export your whole knowledge base and conversation history within 30 days.
Version history
- v2026-09-27 (September 27, 2026) — First published version.