Terms of Service
These Terms of Service ("Terms") govern your use of OmniDesk, operated by EdgeproCX (Pty) Ltd ("we", "us", "OmniDesk"). By signing up and using OmniDesk, you agree to these Terms. Please read them carefully.
1Who can use OmniDesk
OmniDesk is available to businesses and individuals who:
- Are at least 18 years old or the legal age of majority in their jurisdiction
- Are registering on behalf of a business, they have authority to bind that business
- Agree to comply with all applicable South African laws and regulations
- Have a valid email address and payment method
2What OmniDesk provides
OmniDesk is a cloud-based customer service platform that includes:
- Omnichannel inbox (WhatsApp, SMS, Email, Facebook, Instagram, Live Chat)
- AI-powered autonomous customer service (OmniAssist)
- CRM with contact, deal and pipeline management
- Appointment booking system
- Team chat and collaboration tools
- Analytics and reporting dashboards
We reserve the right to modify, add or remove features at any time. We will provide reasonable notice of significant changes.
3Acceptable use
You agree NOT to use OmniDesk to:
- Send spam, unsolicited messages or misleading communications
- Violate any applicable law, regulation or third-party rights
- Attempt to reverse engineer, hack or disrupt our platform
- Store or transmit illegal, harmful or offensive content
- Resell OmniDesk without written permission from us
- Use our AI to generate misleading or harmful content
Violations of acceptable use may result in immediate suspension or termination of your account without refund.
4Subscription and billing
- Subscriptions are billed monthly or annually in advance
- Prices are in South African Rand (ZAR) unless otherwise stated
- We use PayFast as our payment processor — your card details are never stored on our servers
- Subscriptions automatically renew unless cancelled before the renewal date
- We reserve the right to change pricing with 30 days' notice
- Failed payments may result in suspension after a 7-day grace period
5Service availability
We aim for 99.5% uptime but do not guarantee uninterrupted service. Planned maintenance will be communicated in advance. We are not liable for downtime caused by third-party services (Twilio, Meta, Anthropic, etc.).
6Limitation of liability
To the maximum extent permitted by South African law, OmniDesk's liability is limited to the amount you paid in the 3 months preceding any claim. We are not liable for indirect, consequential, or lost profits damages.
7Intellectual property
- OmniDesk owns all rights to the platform, software and branding
- You own all your data, contacts and content stored in OmniDesk
- We may use aggregated, anonymised data to improve our services
8Governing law
These Terms are governed by the laws of the Republic of South Africa. Any disputes will be resolved in the courts of South Africa. The Consumer Protection Act (CPA) and Electronic Communications and Transactions Act (ECTA) apply where relevant.
Refund Policy
We want you to be completely satisfied with OmniDesk. Our refund policy is designed to be fair and straightforward.
If you are not satisfied with OmniDesk within the first 14 days of your paid subscription, contact us at billing@omnideskapp.com and we will issue a full refund — no questions asked.
| Scenario | Refund eligible? | Amount | Timeframe |
|---|---|---|---|
| Within first 14 days of paid subscription | Yes | 100% of amount paid | 5–7 business days |
| After 14 days, before next billing cycle | Partial | Pro-rata for unused days | 5–7 business days |
| Annual plan cancelled within 14 days | Yes | 100% of amount paid | 5–7 business days |
| Annual plan cancelled after 14 days | Partial | Remaining months pro-rata | 7–10 business days |
| Account suspended for Terms violation | No | No refund | — |
| Setup fees or one-time services | No | Non-refundable | — |
| Third-party costs (Twilio, Meta etc.) | No | Not our responsibility | — |
1How to request a refund
Email us
Send an email to billing@omnideskapp.com with your account email address and reason for the refund request.
We review within 24 hours
Our team will review your request and respond within 1 business day to confirm eligibility.
Refund processed
Approved refunds are processed within 5–7 business days to your original payment method via PayFast.
Refunds are processed by PayFast and may take an additional 3–5 business days to appear in your bank account depending on your bank. Total time from approval to receipt: typically 5–10 business days.
Cancel Anytime — No Lock-in
We believe you should stay because OmniDesk is valuable to you — not because you're trapped. You can cancel your subscription at any time with no penalty, no cancellation fee, and no questions asked.
Cancel anytime. Your account remains active until the end of your current billing period. No early termination fees. No retention calls. No guilt trips.
1How to cancel
Option A — Self-service
Go to Settings → Billing → Cancel subscription inside your OmniDesk account. Cancellation is immediate and takes effect at the end of your billing period.
Option B — Email us
Email billing@omnideskapp.com with "Cancel my account" and your account email. We'll process it within 1 business day.
Option C — WhatsApp
WhatsApp us at +27 69 361 4231 and we'll handle the cancellation for you immediately.
2What happens when you cancel
- Your account stays active until the end of your current billing period
- You won't be charged again after cancellation
- You can export all your data before your account closes
- After the billing period ends, your data is retained for 30 days then permanently deleted
- You can reactivate within 30 days and your data will be restored
- After 30 days, all data is permanently and irreversibly deleted
3Exporting your data
Before cancelling, you can export:
- All contacts and CRM data (CSV/Excel)
- Conversation history
- Deals and pipeline data
- Appointment and booking records
Go to Settings → Export data to download everything. We recommend exporting before your account closes.
4Pausing instead of cancelling
Not ready to fully cancel? You can pause your subscription for up to 3 months at a reduced rate of R99/month (Starter) or R199/month (Growth). Contact us to activate a pause.
Privacy & POPIA Compliance
OmniDesk is committed to protecting your personal information in accordance with the Protection of Personal Information Act (POPIA), Act 4 of 2013, and the General Data Protection Regulation (GDPR) where applicable.
1Information we collect
- Account information (name, email, business name, billing details)
- Customer data you import or that flows in through connected channels
- Usage data and platform analytics (anonymised)
- Communication records (for support purposes)
2How we use your information
- To provide and improve the OmniDesk platform
- To process payments and manage your subscription
- To send important service and billing notifications
- To provide customer support
- We do NOT sell your data to third parties — ever
- We do NOT use your customer data to train our AI models
3Your rights under POPIA
- Access — request a copy of your personal information
- Correction — update or correct inaccurate information
- Deletion — request deletion of your personal information
- Objection — object to how we process your information
- Portability — receive your data in a machine-readable format
To exercise any of these rights, email privacy@omnideskapp.com.
4Data security
- All data is encrypted in transit (TLS 1.3) and at rest
- Payment details are processed by PayFast — we never store card numbers
- Access to production systems is restricted and logged
- We perform regular security reviews
5Data retention
- Active account data: retained for the duration of your subscription
- Cancelled accounts: data retained for 30 days then permanently deleted
- Billing records: retained for 5 years as required by South African tax law
6OmniHealth — medical data
OmniHealth is a product of OmniDesk used by healthcare practitioners to manage patient records, appointments and clinical notes. The following additional terms apply to health data:
- Patient health records are stored encrypted and accessible only to the authorised practice and its practitioners
- OmniDesk does not access, read or use patient clinical data for any purpose other than delivering the OmniHealth service
- Patient data is never shared with third parties, advertisers or used to train AI models
- OmniHealth AI (clinical decision support) processes symptom data in real time — no patient data is retained by Anthropic after the API call completes
- Practices using OmniHealth are responsible for obtaining patient consent for digital record keeping in accordance with the Health Professions Act and POPIA
- On cancellation of OmniHealth, all patient records are retained for 30 days then permanently deleted unless an export is requested
- For health data requests contact privacy@omnideskapp.com with subject line "OmniHealth Data Request"
Our designated POPIA Information Officer can be contacted at privacy@omnideskapp.com. Complaints may also be directed to the Information Regulator of South Africa at inforeg.org.za.
Questions about these policies?
Our team is available Monday to Friday, 8am–5pm SAST. We typically respond within a few hours.