Olano Cloud Terms of Service

Last updated: 26 August 2026 · Effective: 26 August 2026

These terms govern your use of Olano Cloud — the managed deployments of the Olano platform sold at cloud.olano.ai. They form a binding agreement between you and Olano AI Pte. Ltd., a company incorporated in Singapore (UEN [UEN — to be inserted], registered office [registered address — to be inserted]) ("Olano", "we", "us").

By creating an account, deploying an Instance, or using the Service, you agree to these terms. If you are agreeing on behalf of a company or other organisation, you confirm you have authority to bind it, and "you" means that organisation.

1. Definitions

   • Service — Olano Cloud, including the console at cloud.olano.ai, the Instances we provision, the Olano platform running on them, and the Model Gateway.
   • Instance — an isolated cloud deployment we provision and manage for you, with its own subdomain, data and settings.
   • Agent — an automated assistant you create, configure and run on your Instance.
   • Your Content — anything you or your Users upload to, generate on, or connect to an Instance: files, documents, knowledge bases, agent instructions, messages, credentials and settings.
   • Output — anything an Agent or model generates, and any action an Agent takes.
   • Users — the people you invite to your Instance, and anyone acting through your account or your Agents.
   • Credits — Olano credits, the unit in which usage of the Model Gateway is metered.
   • Model Gateway — our managed routing to third-party model providers, billed in Credits.
   • Fees — the plan charges, Credit purchases and add-on charges payable for the Service.

2. The Service, and its current stage

   We provision an Instance on infrastructure we operate through a third-party cloud provider, install and maintain the Olano platform on it, and give you a console to manage it. What we operate and what you operate is set out at cloud.olano.ai and in clause 4.

   Olano Cloud is offered in private beta. The Service is under active development. Features may change, be added or be withdrawn; interfaces may break; and defects are expected. We may enable deployments for accounts in batches and may decline or delay any deployment request. You should not use the Service for any purpose where interruption, defect or data loss would cause serious harm, and you are responsible for maintaining your own backups of anything you cannot afford to lose (clause 19).

3. Your account

   You must give accurate account information and keep it current. You are responsible for all activity under your account and on your Instance, including everything your Users and Agents do, and for keeping sign-in credentials, API keys and instance passwords confidential. Tell us promptly at [email protected] if you suspect unauthorised access.

   You must be at least 18 years old and legally able to enter into this agreement. The Service is sold for business use.

4. What we manage, and what you manage

   We manage: provisioning and initial secure configuration; TLS and your olano.run subdomain; runtime and operating-system updates; health monitoring and restart recovery; automatic daily recovery snapshots as described in clause 19; plan resizing; the Model Gateway and Credit metering; and security fixes.

   You manage: your Agents’ instructions and configuration; the accounts, connectors and provider keys you connect; your approval and trust settings; the documents and knowledge you upload; your Users and their access; your Credit and spending limits; and everything your Agents do with the permissions you grant them.

   The Instance runs software you can configure deeply, including tools that execute code and reach external systems. Configuration choices are yours, and their consequences are yours.

5. Plans, Fees and payment

   • Plan prices are published at cloud.olano.ai/#plans. All prices are in US dollars and exclude taxes.
   • Plans are billed monthly in advance and renew automatically until cancelled. Payment is processed by Stripe; you authorise us to charge your payment method for all Fees as they fall due.
   • You are responsible for all taxes, duties and levies other than taxes on our income. Where we are required to collect GST or other tax, it is added at checkout.
   • Any introductory or promotional price applies for the stated period only and once per account, after which the standard plan price applies.
   • If a payment fails or is reversed, we may retry it, and we may suspend or terminate the Instance under clause 18.
   • Initiating a chargeback without first contacting us is a breach of these terms. Contact [email protected] first — we will resolve genuine billing errors.

6. Refunds

   • No refunds for partial periods. You may cancel at any time. The Instance continues to the end of the period you have already paid for, and we do not refund the unused remainder of that period.
   • Seven-day goodwill window. For your first paid subscription on your account, on a CPU plan, you may request a refund within seven (7) days of the first payment. Any Credits already consumed are deducted from the refund at the published Credit rate, because that usage has already been purchased from model providers on your behalf. This window is available once per account.
   • GPU plans are excluded from the goodwill window. GPU capacity is reserved per machine and charged to us for the period regardless of your use of it.
   • Credit purchases are non-refundable. Purchased Credits do not expire (clause 8).
   • Service failures. Where the Service has failed materially — for example a provisioning that never completed, an extended outage attributable to us, or duplicate billing — we may issue a refund or Credit at our discretion. Contact us and we will look at it properly.

   Nothing in this clause limits any refund or remedy you are entitled to that cannot be excluded under applicable law — see clause 7 if you are a consumer in the EEA or the UK.

7. Consumers in the EEA and the United Kingdom

   Olano Cloud is sold for business use. This clause applies only if, despite that, you are contracting as a consumer (outside your trade, business, craft or profession) and you are resident in the European Economic Area or the United Kingdom.

   Your withdrawal right, and why it ends when the Service starts

   Consumers buying at a distance normally have fourteen (14) days to withdraw from the contract without giving a reason, under the EU Consumer Rights Directive (2011/83/EU) and, in the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

   That right does not survive us starting work at your request. At checkout you are asked to tick a box confirming two things, and the payment cannot proceed until you do:

   • that you expressly ask us to begin providing the Service immediately, rather than waiting for the 14-day period to run; and
   • that you acknowledge you will lose your right of withdrawal once we do.

   We record that confirmation against your checkout, including the version of these terms it was given against. Once your Instance begins provisioning, or once purchased Credits are added to your balance, the statutory withdrawal right no longer applies. If you would prefer to keep the 14-day right, do not tick the box — write to [email protected] instead and we will arrange your purchase so that provisioning begins after the period ends.

   What you keep either way

   • The goodwill refund window in clause 6, which is a contractual promise we give in addition to your statutory rights.
   • Your statutory rights that the Service be as described, of satisfactory quality and fit for purpose. Nothing in these terms — including clauses 21, 22 and 23 — excludes or limits any right or remedy you have as a consumer that cannot lawfully be excluded or limited. Where a provision of these terms conflicts with such a right, that right prevails and the rest of the terms continue to apply.
   • The right to bring proceedings in the courts of your country of residence, and the protection of the mandatory consumer law of that country, despite clause 29.
   • Access to the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr, though we would rather you wrote to us first.

8. Credits and the Model Gateway

   • Each plan includes a monthly Credit allowance, granted when the invoice for the period is paid. Included Credits are for that period and do not roll over.
   • Purchased Credits do not expire while your account is active, but they have no cash value, are not a deposit, cannot be transferred or redeemed for money, and are forfeited if the account is terminated for breach.
   • When your Credit balance reaches zero, model calls stop with an error until you top up or the next period’s allowance is granted. We do not charge you automatically and we do not switch to your own provider keys on your behalf.
   • Credit consumption depends on the model, the length of the conversation and the work requested. Usage shown in your console is our record of it. Estimates displayed inside an Instance are indicative only.
   • We may change the Credit rate or the per-model Credit cost prospectively on notice under clause 20. Changes never apply retroactively to Credits already consumed.
   • You must not resell Credits or the Model Gateway, or use the Gateway other than through your Instance.

9. Bringing your own provider keys

   You may connect your own model-provider accounts (BYOK) on any plan at no surcharge. Where you do: your relationship with that provider is governed by your agreement with them; you pay them directly; you are responsible for their charges, limits and policies; and we are not responsible for their availability, pricing, output or termination of your account. We pass requests through as configured and do not moderate them beyond what the provider does.

10. Your Content

    Your Content stays yours. We claim no ownership of it. You grant us a limited, worldwide, non-exclusive licence to host, copy, transmit, display and process Your Content solely to provide, secure, maintain and support the Service, and as described in our Privacy Notice. That licence ends when the content is deleted, except for backups and snapshots pending expiry under clause 19.

    You warrant that you have all rights and consents necessary for Your Content and for our processing of it, including any personal data you or your Users put into an Instance, and that it does not infringe anyone else’s rights or breach any law.

    We do not use Your Content to train our own models. Content sent through the Model Gateway is transmitted to the third-party provider serving the request and is subject to that provider’s terms; we select providers on commercially reasonable terms but do not control their practices.

11. Access to your Instance

    We access your Instance and its data only as needed to provide, secure and support the Service — to provision and update it, investigate a fault, act on a support request from you, or meet a legal obligation. We do not browse your data for other purposes. Full detail is in the Privacy Notice.

12. Agents, automation and AI output

    Agents act on their own, using the permissions you give them. What they do is your responsibility.

    • Output can be wrong. Models are probabilistic. Output may be inaccurate, incomplete, biased, outdated or fabricated, and may be offensive or unsuitable even where the request was ordinary. You must review Output before relying on it, and you use it at your own risk.
    • Not professional advice. Output is not legal, medical, financial, tax, safety or other professional advice. Do not use the Service as a substitute for a qualified professional, and do not use it to make decisions with legal or similarly significant effects on a person without meaningful human review.
    • Autonomous action. Agents can send messages, write to connected systems, execute code, spend money through connected accounts, and act on schedules without a person present for each step. You decide which tools, connectors, credentials, approval gates and spending limits apply. You are responsible for every action your Agents take, including actions you did not specifically anticipate, and for any resulting loss, charge, disclosure or damage.
    • Approval gates and limits. The platform provides approval gates for sensitive actions and hard spending caps. Whether to use them is your decision, and choosing not to is at your risk.
    • Communicating with other people. If your Agents contact your customers or any third party — by email, WhatsApp, Telegram, SMS or otherwise — you are the sender. You are responsible for having a lawful basis and any required consent, for complying with marketing, spam and telecommunications law, and for disclosing that the correspondent is automated where the law requires it.
    • Charging your own end users. If you use the platform’s monetisation features to charge people for access to your Agents, you contract directly with those people, you are the merchant of record for those transactions, and you are solely responsible for your terms with them, refunds, taxes, consumer-law compliance and disputes. Olano is not a party to those transactions.
    • Rights in Output. As between you and us, you own Output generated for you, to the extent it is capable of ownership. Output is not unique — similar Output may be generated for others. We make no representation that Output is original or that using it does not infringe a third party’s rights.

13. Acceptable use

    Your use of the Service is subject to our Acceptable Use Policy, which forms part of these terms. Breaching it is a material breach of this agreement.

    You are responsible for your Users’ compliance, and for the compliance of anyone using your Agents.

14. Third-party services

    The Service connects to things we do not control: model providers, connectors, MCP servers, messaging platforms, payment providers and any endpoint you point an Agent at. We do not endorse them, we are not responsible for their availability, security, accuracy, pricing or terms, and their changes may break an integration at any time. Your use of them is governed by your agreement with them.

15. Availability

    We aim to keep the Service available and to keep planned maintenance short and infrequent, but during private beta we offer no uptime commitment and no service-level agreement. The Service may be unavailable because of maintenance, defects, capacity, third-party failures or events outside our control (clause 28).

    We may need to restart, resize, migrate or briefly suspend an Instance for maintenance, security or stability. Where practicable we give notice; where a security or stability risk is urgent, we may act first and tell you afterwards.

16. Support

    Support is provided in English by email at [email protected]. We respond using commercially reasonable efforts. During private beta we do not commit to a response time. Support covers the Service itself — it does not include building, configuring or debugging your Agents, integrations or business processes, which is available separately as a paid engagement.

17. Security

    We use commercially reasonable technical and organisational measures to protect the Service, including isolation between Instances, encryption in transit and at rest, and an encrypted vault for credentials. No system is completely secure and we do not guarantee that the Service cannot be compromised.

    You are responsible for your side of it: the strength and secrecy of your credentials, who you invite, what permissions and connected accounts you grant your Agents, what you upload, and any software, MCP server or code you choose to run on your Instance. Running third-party or your own code on an Instance is at your risk.

18. Suspension and termination

    By you. You may cancel at any time from the console. Cancellation takes effect at the end of the current paid period (clause 6), after which the Instance and its data are deleted under clause 19.

    By us. We may suspend or terminate your account, an Instance, or these terms, in whole or in part, if: you fail to pay; you breach these terms or the Acceptable Use Policy; your use threatens the security, integrity, availability or lawful operation of the Service or of anyone else; we are required to by law or by a supplier; or you become insolvent. Where the circumstances allow, we will give notice and a chance to fix the problem first; where the risk is serious or urgent (including unlawful use or an active security threat) we may suspend immediately and without notice.

    We may also discontinue the Service, or any plan, on thirty (30) days’ notice, refunding the unused portion of any period you have paid for.

    Clauses that by their nature should survive termination do so — including 10 (Your Content), 12 (Agents, automation and AI output), 21 (No warranties), 22 (Limitation of liability), 23 (Indemnity), 24 (Confidentiality), 29 (Governing law and disputes) and 31 (General).

19. Snapshots, deletion and export

    • Recovery snapshots. We take an automatic daily snapshot of each running Instance and retain the two most recent as a disaster-recovery measure. This is our operational safety net, not a backup service for you: we do not guarantee that any particular snapshot exists, is complete, or can be restored, and we may change or discontinue it. Extended retention is available as a paid option.
    • Your backups. You are responsible for exporting and keeping your own copies of anything you need. Export what you need before cancelling.
    • Deletion. When a subscription ends, is cancelled, or is terminated, we destroy the Instance and delete its data and snapshots. This is irreversible. Residual copies may persist briefly in routine system backups and are deleted on their ordinary cycle.
    • We may retain records we are required to keep by law, such as billing records.

20. Changes to the Service and to these terms

    We may change the Service, and we may change these terms. Where a change to these terms or to prices is materially adverse to you, we will give at least thirty (30) days’ notice by email or in the console before it takes effect, and your continued use after that is acceptance. If you do not accept, your remedy is to cancel before the change takes effect. Changes required by law or to address a security risk may take effect sooner.

21. No warranties

    The Service is provided "as is" and "as available". To the maximum extent permitted by law, we exclude all warranties, conditions and representations not expressly stated in these terms, whether express, implied or statutory — including any implied warranty of merchantability, satisfactory quality, fitness for a particular purpose, title, non-infringement, accuracy, or arising from a course of dealing.

    We do not warrant that the Service will be uninterrupted, timely, secure or error-free; that defects will be corrected; that any Output will be accurate, complete, suitable or fit for your purpose; or that the Service will meet your requirements or comply with any regulation applicable to your industry.

22. Limitation of liability

    To the maximum extent permitted by law:

    • Neither party is liable for indirect, incidental, special, consequential, exemplary or punitive loss, or for loss of profit, revenue, business, goodwill, anticipated savings, or loss or corruption of data, however caused and whether or not the possibility was known.
    • Our total aggregate liability arising out of or relating to the Service and these terms, whether in contract, tort (including negligence), statute or otherwise, is limited to the greater of (a) the total Fees you actually paid us for the Service in the three (3) months immediately before the event giving rise to the claim, and (b) USD 100.
    • We are not liable for: anything your Agents do or fail to do; decisions taken in reliance on Output; loss or corruption of Your Content where you had not kept your own copy; the acts, omissions, outages, pricing or security of any third-party service; or your breach of these terms or the Acceptable Use Policy.
    • You must bring any claim within twelve (12) months of the events giving rise to it, or it is waived to the extent the law allows.
    • The cap and the exclusions above limit our liability to you. They do not limit yours to us — your obligations to pay Fees, and your indemnity under clause 23, are excluded from them and are uncapped.

    Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited — including liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or any other liability that applicable law does not permit to be limited. Each limitation applies even if a limited remedy fails of its essential purpose. The Fees reflect this allocation of risk; without it, the Service would be priced differently.

23. Indemnity

    This indemnity runs one way. Olano gives no indemnity to you under these terms, and none is to be implied.

    You will indemnify, defend and hold harmless Olano AI Pte. Ltd., its affiliates, and their officers, directors, employees, contractors, agents and suppliers (each an "Indemnified Party") from and against any and all claims, demands, actions, investigations, proceedings, losses, liabilities, damages, judgments, awards, settlements, fines, penalties, interest, costs and expenses (including legal fees and disbursements on a full indemnity basis, and the cost of internal time reasonably spent) arising out of, relating to, or in connection with:

    • your use of the Service, and any use by your Users or by anyone using your account, Instance or Agents;
    • Your Content, including any claim that it infringes a third party’s rights or was processed without a lawful basis or the necessary consents;
    • anything your Agents do or fail to do — messages they send, data they read, write, delete or disclose, code they execute, purchases or payments they make, and any action they take in a connected system, whether or not you specifically anticipated it;
    • Output, and any reliance on it by you or by anyone else;
    • your relationship with your own end users, customers and recipients, including anyone you charge for access to an Agent, anyone your Agents contact, and any claim, chargeback, refund demand or consumer complaint they bring;
    • any claim, notice, audit, investigation, fine or enforcement action by a regulator, supervisory authority, data-protection authority, messaging platform or payment provider that relates to your use of the Service;
    • your breach of these terms, the Acceptable Use Policy, any applicable law, or any third party’s terms (including a model provider’s or a messaging platform’s); and
    • any dispute between you and a User, an end user, or anyone else about the Service or its Output.

    How it works

    • We will notify you of a claim we seek indemnity for. A delay or failure to notify does not release you, except to the extent it actually prejudices your defence.
    • You will conduct the defence with counsel reasonably acceptable to us. We may participate with our own counsel at our own expense, and we may take over the defence at your cost if you do not defend the claim diligently, if the claim seeks non-monetary relief against us, or if a conflict of interest arises.
    • You will not settle a claim in a way that imposes any obligation, payment or admission on an Indemnified Party, or that does not fully release it, without our prior written consent.
    • You will reimburse defence costs as they are incurred, rather than only after a claim concludes.

    This indemnity is not subject to clause 22. The exclusions and the liability cap in clause 22 limit what we may owe you; they do not limit your obligations under this clause, or your obligation to pay Fees. Your liability under this clause is uncapped.

    This clause survives termination. If you are a consumer, clause 7 applies and this clause binds you only to the extent the law permits.

24. Confidentiality

    Each party may receive information the other treats as confidential. Each will use it only to perform this agreement, protect it with at least reasonable care, and not disclose it except to people who need it and are bound by similar obligations, or as required by law. This does not apply to information that is public through no breach, was already known, is independently developed, or is lawfully received from someone else.

25. Feedback

    If you send us suggestions or feedback about the Service, we may use them without restriction or obligation to you. This does not give us any right to Your Content.

26. Publicity

    We will not use your name or logo publicly as a customer without your prior written consent (email is enough). You may withdraw that consent at any time and we will stop using it prospectively.

27. Compliance, sanctions and export control

    You confirm that you are not, and are not acting on behalf of anyone, subject to sanctions or located in a sanctioned or embargoed territory, and that you will not make the Service available to such a person. You will comply with all applicable export-control, sanctions, anti-bribery and anti-money-laundering laws, and with all laws applicable to your use of the Service, including data-protection and AI-specific regulation in your jurisdiction. Determining what applies to your industry and use case is your responsibility.

28. Events outside our control

    Neither party is liable for failure or delay caused by events beyond its reasonable control, including natural disaster, war, terrorism, civil unrest, epidemic, industrial action, failure of a utility, network, hosting provider, model provider or other supplier, government action, and denial-of-service or comparable attack. Payment obligations are not excused.

29. Governing law and disputes

    These terms and any dispute arising out of or in connection with them (including non-contractual disputes) are governed by the laws of Singapore. The parties submit to the exclusive jurisdiction of the courts of Singapore.

    Before starting proceedings, please raise the matter with us at [email protected] and give us thirty (30) days to resolve it in good faith.

30. Notices

    We give notice by email to your account address or through the console; either is effective when sent or posted. You give notice to [email protected]. Keep your account email current — notices sent to a stale address still count.

31. General

    • Entire agreement. These terms, the Acceptable Use Policy and the Privacy Notice are the whole agreement about the Service and replace any earlier understanding. Neither party relies on any statement not set out in them, but nothing excludes liability for fraudulent misrepresentation.
    • Assignment. You may not assign or transfer this agreement without our written consent. We may assign it to an affiliate or in connection with a merger, acquisition or sale of assets.
    • Subcontracting. We may use subcontractors and suppliers to provide the Service and remain responsible for their performance of our obligations.
    • Severability. If a provision is unenforceable, it is modified to the minimum extent needed to make it enforceable, or severed, and the rest stands.
    • No waiver. Not enforcing a right is not a waiver of it.
    • No third-party rights. A person who is not a party has no right under the Contracts (Rights of Third Parties) Act 2001 to enforce any of these terms.
    • Relationship. The parties are independent contractors. Nothing creates a partnership, joint venture, agency or employment relationship.
    • Language. These terms are written in English. Any translation is for convenience and the English version governs.

Contact

Olano AI Pte. Ltd., Singapore — [email protected]

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