Terms of Service

These terms govern your use of Off Hours ("the service"), provided by Kosta Rakonjac, Serbia.

Accepting these terms

You accept these terms by ticking the agreement box on the download page, or by downloading, installing or activating the plugin, or by using the service, whichever happens first. Activating a licence registers your site with our service and is recorded with a timestamp; that record is our record of your acceptance. If you do not agree, do not install the plugin, and if you have already paid, use the refund below.

Who you are buying from

Your subscription is sold to you by Lemon Squeezy, Inc., acting as merchant of record on behalf of Kosta Rakonjac. That means Lemon Squeezy takes the payment, issues your receipt, and handles any VAT or sales tax due in your country. We never see or store your card details.

The service itself, and everything in these terms about how it works, comes from us. Support, the allowance, and the refund promise below are ours. Payment questions, invoices and card disputes go to Lemon Squeezy.

The plans

Each plan includes a set number of conversations per billing period: Minimum 200, Standard 400, Growth 1,000, Scale 2,500. A plan that covers more than one website pools its allowance across them, up to 5 sites. A conversation credit includes up to 20 successful AI replies. Reply 21 uses a second credit from the same monthly allowance. Each visitor chat is limited to 40 AI replies, after which the contact form remains available. Failed AI replies do not use credits.

Fair use, and no surprise charges

We never bill you for exceeding your allowance. If you reach it, the chat widget switches to a simple contact form for the rest of the period, so you keep receiving leads, and it returns to normal on your next billing date. If you regularly reach your allowance, we will suggest a larger plan rather than charge overage.

Automated spam, repeated new chats and rapid requests are rate limited. Chat messages are limited to 4,000 characters. Photos are resized before upload; the server accepts one JPEG, PNG or WebP image per message, at most 1 MB and 2,048 pixels per side. Documents, executables and other file types are not accepted in visitor chat.

What you may do with the plugin, and what stays ours

Two different things are involved and they are licensed differently, so it is worth being precise rather than claiming more than we should.

• The plugin code is a WordPress plugin, and WordPress plugins are GPL. You may use it on the sites your plan covers, read it, and change it for your own use. We are not going to pretend otherwise, because that is how the platform works.
• The service behind it is not. The assistant, our servers, the AI we pay for, and your licence key are ours and are sold as a subscription. A licence key entitles the number of sites your plan says and no more. Sharing a key, or reselling access to our service, is the line, and it is the one thing here we will actually enforce.
• The name and the look are ours. "Off Hours", the logo and the marketing copy stay ours, and the widget carries a small "Powered by Off Hours" link on every plan. If you need it removed, email us and we will talk about it.
• Anything you tell us to build stays free for us to build. If you send a suggestion, a feature request or a bug report, we may use it with no obligation and no payment. We say this only so that a good idea from a customer never becomes an argument about who owns it later.

What the service is, and what it is not

• The assistant answers questions using the business information you give it, and collects contact details from visitors who want to hear from you. We do not promise it will produce any particular number of leads, sales or bookings. The refund below exists precisely so you can judge that for yourself at no risk.
• It is not a professional adviser. Do not configure it to give medical, legal, financial or other regulated advice. If your business operates in a regulated field, what may be said to the public is your responsibility, and the place to control it is the business information and persona you configure.
• AI-generated answers can be wrong, including about prices, even when your business information is correct. Review what the assistant learned about you, especially after the auto-fill, and correct anything you would not say yourself.
• Leads are stored in your own WordPress (the Leads page) as well as emailed, so no single email failing means a lost lead. Even so, email delivery depends on systems neither of us controls, and we cannot guarantee any particular message arrives. Check your Leads page if something seems missing.

What we depend on

The service is built on parties neither of us controls: Google provides the AI, Cloudflare the infrastructure, Resend the email delivery, and WordPress the platform the plugin runs in. If one of them changes or fails, we will adapt the service as quickly as we reasonably can, but we are not liable for their outages or their decisions. The optional phone alerts you can switch on in the plugin go through Telegram, a third-party service you choose to use under their terms, at your option.

This is an AI, and it has to say so

The assistant is a generative AI system, not a person. It is built on a large language model run by Google, and every reply is generated from your business information at the moment it is asked. Nobody at Off Hours reads or writes the answers your visitors receive.

Your visitors must be able to tell. The assistant introduces itself as an assistant and never claims to be a human being, and it is instructed not to deny being AI if someone asks it directly. Do not configure it to do otherwise: giving it a persona that passes for a named member of your staff, or telling it to say it is a person, breaks these terms and, in several places we sell into, the law. The EU AI Act's transparency obligation on this has applied since August 2026, and it lands on you as the business deploying the assistant, not only on us.

What that means practically. Give it a name if you like, the way a business names any tool. Keep it clear that it is an assistant. If a visitor sincerely asks whether they are talking to a person, the honest answer is the only acceptable one.

And treat its answers as drafts, not statements of fact. A generative model can be confidently wrong, including about your prices and your opening hours. It answers from what you configured, so what you configure is what it can get right. You remain responsible for what it tells your customers, which is why we keep saying to read what the auto-fill wrote about you before you leave it running.

Your responsibilities

• Use the service lawfully, and do not use it to mislead your own visitors.
• Do not present the assistant to your visitors as a human being. It introduces itself as an assistant and the widget says so; leave that disclosure in place. EU law increasingly requires it, and it is the honest thing besides.
• Keep your licence key reasonably private. It is tied to your registered site.
• You are responsible for the accuracy of the business information you configure the assistant with.
• Your visitors deal with you, not with us, so your own site's privacy policy must cover the chat. Our setup guide includes wording you can paste.

Misuse, and when we can switch the service off

We can suspend or end service to a site that is breaking these terms or the law: for example using the assistant to deceive people, sending it abusive traffic, or reselling access outside the plan you bought. Where the problem allows it, we will email you first and give you a chance to fix it. Where it is causing active harm, we can suspend first and explain immediately after. If we end your service under this section part-way through a paid period and the misuse was not deliberate, we will refund the unused part.

Data processing, for your visitors' data

When your visitors chat, the service processes their messages, and any name and phone number they leave, on your behalf. For that data you are the controller and we are your processor, and this section is our data processing agreement:

• We process visitor data only to run the service for you, never for our own purposes.
• We do not sell it and we do not use it to train models, ours or anyone else's.
• We use the sub-processors listed in the privacy policy, under written data-protection terms. Before we add or replace one, we will email you at least 30 days beforehand. If you object on data-protection grounds and we cannot resolve it, you may cancel for the unused part of your period, and that is the remedy.
• Everyone with access is under a written duty of confidentiality that outlives their work with us.
• All data moves over encrypted connections, and access on our side is limited to what running the service requires.
• If your own data-protection assessment needs information only we hold, ask and we will give it. The same goes for anything you need to answer your regulator: we will provide what shows how we handle your visitors' data, and you may audit it once a year on 30 days' notice, at your cost, in a way that does not require us to break anyone else's confidentiality.
• Leads are deleted from our systems automatically after 90 days. Your copy, in your WordPress and your inbox, is yours and untouched. You can ask us to delete anything earlier at any time, and we assist with access or deletion requests your visitors make to you.
• When your subscription ends, the same deletion schedule applies to whatever remains, or email us and we delete it straight away.
• We will tell you without undue delay if we learn of a personal data breach affecting your visitors' data.
• We are in Serbia, and some sub-processors are outside the EEA as well. Where your visitors' data reaches us or one of them from the EEA or the UK, that transfer relies on the European Commission's Standard Contractual Clauses (module two, controller to processor), which are incorporated into this agreement, with the UK Addendum where UK data is involved.

Who this is sold to

Off Hours is sold to businesses for use on a business website. You must be at least 18 and buying for a business or professional purpose. This matters for which law protects you: most consumer-protection rules, including the withdrawal right below, exist for people buying as private individuals, and a business buyer generally cannot rely on them. Where you are in fact a consumer, the section below applies to you and nothing in these terms takes away rights your own country gives you.

The assistant is not intended for children. Do not configure it on a site aimed at children under 16, and do not use it to collect contact details from them. If you learn a child has left their details through the chat, tell us and we will delete the record.

Your right to change your mind (EU and UK consumers)

A consumer buying at a distance in the EU or UK normally has 14 days to withdraw from the contract without giving a reason. Because the plugin and its licence key are supplied immediately so you can start using them at once, you are asked to agree to that immediate supply when you download, and to acknowledge that doing so ends the 14-day withdrawal right once supply has begun. That is what the checkbox on the download page records.

You are not worse off for it. The 30-day refund below is longer than the statutory 14 days and is offered to every buyer, consumer or business, so in practice you can change your mind for twice as long as the law requires.

Calling the people who leave their details

The assistant collects a name and phone number from a visitor who has asked to be contacted, and passes them to you. What happens next is yours. You are the one who calls, and you are responsible for doing so lawfully where you and the visitor are: in the United States that includes the TCPA and state calling rules, in the EU and UK it includes the ePrivacy rules and any national do-not-call register, and elsewhere the local equivalent.

The product is built to help you here rather than leave you guessing. A lead is only created when a visitor has typed their own details into the form and pressed the button, the record stores when that happened, and the conversation that led to it is kept alongside it. That is your evidence that the person asked to be called. Do not use the leads for marketing unrelated to what they asked about, and do not add them to a bulk list.

The 30-day refund

If the service is not right for you for any reason, email hello@offhoursagent.com within 30 days of your first payment and we will refund it in full. You do not have to give a reason, and the refund is not conditional on how much you used it or on whether it booked you a lead. This is in addition to any statutory rights you have as a consumer.

Renewal, and what happens to the price

The subscription renews automatically each month until you cancel, on the same date and at the same price. Lemon Squeezy, Inc. emails you a receipt every time it charges, and you can cancel from the link in any of those emails or by writing to us.

We will never move you to a bigger plan on your behalf. Some tools in this category upgrade you automatically when you pass your allowance, which means a busy month arrives as a larger bill you did not agree to. We do the opposite: you get exactly what you paid for, the chat switches to a contact form when the allowance is used, and if you want more you change the plan yourself. A bigger bill on this service only ever happens because you chose it.

If we change the price of your plan we will email you at least 30 days before it applies, and it can only take effect at a renewal, never mid-period. If you do not want the new price, cancel before that date and you are never charged it. Existing customers are not repriced to launch a promotion.

Cancellation

You can cancel at any time. Your plan keeps working until the end of the period you have paid for, then stops. We do not delete your configuration immediately, so you can resubscribe without setting up again.

Availability and liability

We work to keep the service running but do not guarantee it is uninterrupted or error-free, and it is provided as it stands, without warranties beyond what these terms state. The AI generates answers from the information you provide and can make mistakes; it is your responsibility to review the business information it works from.

To the extent the law allows: we are not liable for indirect or consequential losses, which includes lost profits, lost revenue, lost or missed leads, lost data you could have backed up, or loss of reputation; and our total liability to you, for everything combined, is limited to the amount you paid us in the twelve months before the claim. Nothing here excludes liability that cannot lawfully be excluded, such as liability for intent or gross negligence, or your statutory rights as a consumer.

If your use of the service causes a claim against us

Your visitors and customers deal with your business, not with us. If a third party brings a claim against us because of your website, your business information, the advice or offers your assistant was configured to make, or your breach of these terms, you agree to cover the reasonable costs and damages of that claim. This does not apply to the extent the claim results from our own breach of these terms.

Your data, your backups

Conversations and leads live in your own WordPress database, which you control and back up like the rest of your site. Our 90-day server-side copy of leads exists for re-delivery and your weekly summary, not as your archive.

Events beyond anyone's control

Neither of us is responsible for delay or failure caused by events outside reasonable control: outages of the providers above, war, disaster, or acts of authorities. Whoever is affected does what can reasonably be done to work around it.

Changes

We may update these terms. If a change materially affects you, we will tell you by email before it takes effect.

The small print that every contract needs

None of this is exciting and all of it matters the day something goes wrong, so it is here in plain words rather than hidden in a wall of capitals.

• If one part fails, the rest holds. A court striking out a sentence here does not take the agreement with it; everything else carries on.
• Letting something go once is not giving it up. If we do not enforce a term straight away, we can still enforce it later.
• Handing this on. You can move your subscription to another company that takes over your business, and we will not be awkward about it. We may transfer this agreement if the business is sold or reorganised, and if that happens the terms come with it unchanged.
• How we reach each other. We write to the email on your account, so keep it current. You reach us at hello@offhoursagent.com, and that address is checked by a person.
• What survives the end. When the subscription stops, the parts that are supposed to outlast it do: the limits on liability, the indemnity, the data deletion promises, and anything about payments already owed.
• This is the whole agreement. These terms, the privacy policy and your plan are all of it. Nothing said in a sales email or a chat adds to it, which protects you as much as us.
• Anything marked as a preview is a preview. If we let you try something early and label it that way, it comes with no promises, and we may change or withdraw it.

Governing law

These terms are governed by the law of Serbia. If you are a consumer in the EU, nothing here takes away protections your own country's law gives you and cannot be waived. Your purchase itself is additionally governed by Lemon Squeezy, Inc.'s own terms, since they are the seller of record.

The English text is the one that binds. Your browser may offer to translate this page, and this site can ask your browser to do it for you. Any such version is a machine translation produced on your own device, read by nobody here, and offered so you can follow what the agreement says rather than to replace it. Where a translation and the English differ, the English governs. If anything on this page matters to your decision and the translation leaves you unsure, write to us and we will explain it.

This document is offered in good faith and is not legal advice.