Please read these Terms carefully. By creating an account, purchasing a subscription, or otherwise using OutcomeArc, you agree to these Terms. If you use OutcomeArc for an organization, you represent that you have authority to bind that organization.
1. Who we are
OutcomeArc is owned and operated by Velora Studios, LLC, a Delaware limited liability company (“Velora,” “OutcomeArc,” “we,” “us,” or “our”). These Terms of Service (“Terms”) form an agreement between Velora and the person or entity using the OutcomeArc websites, hosted application, support widget, and related services (collectively, the “Service”).
General support requests may be sent to [email protected]. Formal legal notices may be sent to [email protected] or by mail to: Attn: Velora Studios, LLC, 16192 Coastal Highway, Lewes, Delaware 19958, United States.
2. Eligibility and accounts
You must be at least 18 years old and legally able to enter into this agreement. You must provide accurate account information, keep your credentials secure, and promptly notify us if you suspect unauthorized access. You are responsible for activity conducted through your account, except to the extent caused by our breach of these Terms.
You may not share an individual account in a way that circumvents per-user pricing or create accounts through automated means without our written permission. Workspace administrators are responsible for managing their members’ access and permissions.
3. The Service
OutcomeArc helps support and success teams manage customer conversations, customer context, knowledge, goals, milestones, reports, automations, and AI-assisted guidance. The Service may include email handling, an embeddable support widget, integrations, imports, and other workflow tools. We may improve, modify, suspend, or discontinue parts of the Service. If a change materially reduces paid functionality, we will use reasonable efforts to provide advance notice.
AI output may be incomplete, inaccurate, or inappropriate for a particular customer. You are responsible for reviewing AI-generated drafts, guidance, summaries, and recommendations before relying on or sending them. OutcomeArc is not a substitute for professional legal, medical, financial, or other regulated advice.
4. Customer Content and permissions
You retain ownership of customer records, support messages, attachments, knowledge sources, goals, custom fields, widget submissions, and other material submitted to the Service (“Customer Content”). You grant us a worldwide, non-exclusive, royalty-free license to host, store, reproduce, transmit, display, and otherwise process Customer Content only as reasonably necessary to operate, secure, support, and improve the Service, comply with law, and enforce these Terms. This license ends when content is deleted from active systems, subject to reasonable backup, security, and legal-retention periods.
You represent that you have all rights, notices, consents, and lawful bases required to submit and process Customer Content, connect communication channels, monitor product activity, and contact your customers. You are responsible for your customer-facing notices, support practices, and compliance with communications, privacy, employment, consumer-protection, and industry-specific laws.
We do not claim ownership of Customer Content and will not use your name, logo, or Customer Content in marketing without permission. We do not use Customer Content to train general-purpose artificial intelligence models.
5. Acceptable use
You may not use the Service to:
- break any law or violate another person’s privacy, publicity, or intellectual property rights;
- send unlawful spam, phishing, malware, harassment, threats, or exploitative or unlawfully obscene material;
- collect or process personal data without required authority, notice, consent, or another lawful basis;
- make solely automated high-impact decisions about employment, credit, housing, healthcare, insurance, or legal rights;
- probe, scan, disrupt, overload, reverse engineer, or bypass security or usage restrictions, except where applicable law expressly permits;
- resell, sublicense, scrape, or use automated means to access the Service without our written permission; or
- use the Service in a way that creates unreasonable risk or materially interferes with other users.
We may remove content, limit functionality, or suspend accounts when we reasonably believe this section has been violated or action is needed to protect users, third parties, or the Service. Where appropriate, we will provide notice and an opportunity to appeal.
6. Plans, billing, and taxes
Current plan features and prices, when applicable, are shown at checkout or in the Service. Paid plans renew automatically for the displayed billing interval until canceled. You authorize recurring charges, including applicable taxes, to your selected payment method. You may cancel through available billing settings or by contacting support. Cancellation takes effect at the end of the current paid period unless stated otherwise. Fees already paid are non-refundable except where required by law or expressly offered by us. We may change prices for future billing periods with reasonable advance notice.
7. Cancellation and termination
You may stop using the Service or request workspace deletion at any time. We may suspend or terminate access if you materially breach these Terms, fail to pay fees when due, create security or legal risk, or use the Service in a way likely to harm others. When reasonably possible, we will provide notice and an opportunity to cure. Upon termination, your right to use the Service ends and Customer Content may be deleted. You should export any content you need before cancellation or termination.
8. Intellectual property and feedback
The Service, including its software, design, trademarks, and documentation, is owned by Velora or its licensors and protected by intellectual property laws. Subject to these Terms, we grant you a limited, revocable, non-exclusive, non-transferable right to use the Service for its intended purpose. If you provide ideas or feedback, you grant us the right to use them without restriction or compensation, but we are not required to do so.
9. Copyright complaints
We respect intellectual property rights and may remove allegedly infringing material and terminate repeat infringers. Copyright and DMCA notices should identify the protected work and allegedly infringing material, provide contact details, include the required good-faith and accuracy statements, and bear an authorized signature. Send notices to [email protected] with “OutcomeArc Copyright Notice” in the subject line.
10. Privacy and data processing
Our Privacy Policy explains how we handle personal data, and our Subprocessors page identifies key vendors that process data to provide the Service. Where Velora processes personal data on behalf of a customer, the customer generally acts as controller and Velora acts as processor or service provider. Contact us if your organization requires additional data-protection terms.
11. Third-party services and integrations
The Service relies on third parties for infrastructure, email delivery, AI processing, background jobs, and related functions and may connect to services at your direction. Third-party terms may apply. You are responsible for the accounts, permissions, configuration, and lawfulness of customer-directed integrations. We use reasonable care in selecting service providers but cannot guarantee their uninterrupted availability.
12. Disclaimers
TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE SERVICE AND ALL AI OUTPUT ARE PROVIDED “AS IS” AND “AS AVAILABLE.” VELORA DISCLAIMS ALL EXPRESS OR IMPLIED WARRANTIES, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, ACCURACY, AND ANY WARRANTY THAT THE SERVICE WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE. WE DO NOT WARRANT THAT CUSTOMER CONTENT WILL NEVER BE LOST OR ACCESSED BY AN UNAUTHORIZED PARTY. YOU ARE RESPONSIBLE FOR MAINTAINING APPROPRIATE BACKUPS.
Some jurisdictions do not permit certain warranty exclusions, so some exclusions may not apply to you.
13. Limitation of liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, VELORA AND ITS AFFILIATES, OFFICERS, EMPLOYEES, AND SUPPLIERS WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, DATA, GOODWILL, OR BUSINESS INTERRUPTION, ARISING FROM OR RELATED TO THE SERVICE, EVEN IF ADVISED OF THE POSSIBILITY.
OUR TOTAL AGGREGATE LIABILITY ARISING FROM OR RELATED TO THE SERVICE OR THESE TERMS WILL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID US FOR THE SERVICE DURING THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO LIABILITY OR (B) US$100. These limitations do not apply where prohibited by law or to liability that cannot legally be limited.
14. Indemnification
To the extent permitted by law, you will defend, indemnify, and hold harmless Velora and its affiliates, officers, employees, and suppliers from third-party claims, damages, and reasonable costs arising from Customer Content, your unlawful use of the Service, or your material breach of these Terms. This obligation does not apply to the extent a claim results from our negligence, willful misconduct, or breach.
15. Governing law and disputes
These Terms are governed by Delaware law, without regard to conflict-of-law principles. The state and federal courts located in Delaware will have exclusive jurisdiction over disputes, and each party consents to those courts. Before filing a claim, each party agrees to make a good-faith effort for 30 days to resolve the dispute informally. Nothing limits either party’s right to seek urgent injunctive relief or any non-waivable consumer right.
16. Changes and general terms
We may update these Terms. If changes materially affect your rights, we will provide reasonable notice through the Service, by email, or another appropriate method. Changes apply prospectively from the stated effective date. If any provision is unenforceable, it will be limited to the minimum extent necessary and the rest will remain effective. Failure to enforce a provision is not a waiver. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, reorganization, or sale of assets. Neither party is liable for delay caused by events beyond reasonable control. These Terms and incorporated policies are the entire agreement about the Service.