Terms of Service

You contract with Loom, at Maxine Court, Victoria, Australia, for access to Loom. By using the service, you agree to these terms. Contact us at agencyos.support@gmail.com.

You must provide accurate account information, protect your credentials and have authority to act for your organization. You must have legal capacity to enter into this agreement, or use the service with the authorization required by applicable law. You are responsible for activity under your account and for ensuring authorized members use it appropriately.

You must not use Loom unlawfully, for fraud, spam, intellectual-property infringement, malware, security interference, unauthorized probing or scraping, or to bypass access controls and plan limits. Do not resell the service or reverse engineer it except where applicable law permits.

Do not use AI to produce illegal content, deceptive or non-consensual deepfakes, hate speech or malware, or attempt to jailbreak or circumvent safety measures. We may refuse or filter outputs, remove or restrict content and suspend accounts for misuse. You remain responsible for your prompts, uploaded materials and use of outputs.

Paid plans are monthly subscriptions in USD. Current prices and limits appear on Pricing and in Plans & team; your final payment total is shown at checkout. No trial or discount is offered unless expressly stated at checkout. Paddle determines applicable tax and shows the final total at checkout. Paid AI allowances are individual per member, not a shared pool.

Subscriptions renew monthly unless canceled through the applicable billing controls. The agency owner manages payments and plan changes. Successful payment activates the selected plan for the agency. Upgrades are requested immediately with a prorated difference; downgrades take effect at the next renewal. Existing records are preserved, and new client/member additions are blocked while above the applicable limits.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

See Paddle’s Buyer Terms for payment, billing, tax, cancellation and refund mechanics. Live checkout remains subject to seller approval. Availability of live payments depends on seller approval and payment-service availability.

The app’s Cancel subscription action requests immediate cancellation: paid access ends immediately and the agency returns to Free. It does not automatically refund prior charges or delete saved records. Provider billing controls are also subject to Paddle’s Buyer Terms.

Refund requests and applicable rights are described in the separate Refund Policy. You may request a refund within 60 days of your order date, as described in that policy; applicable consumer rights remain unaffected.

You retain your rights in content you upload and must have permission to process it, including client information, files and connected-service messages. You grant Loom a limited right to host and process that content solely to operate the service and the features you request, including AI and document extraction.

Loom retains ownership of its software, documentation, branding and service intellectual property. Your plan grants a limited, non-exclusive, non-transferable right to use the service. AI output rights remain subject to applicable law and provider terms; outputs may not be unique, and exclusive ownership is not guaranteed.

Rights holders may request removal of infringing content at agencyos.support@gmail.com, identifying the material, claimed rights and relevant record or file. We may remove disputed content and suspend or terminate repeated infringers.

Gmail and Slack are available connection options subject to provider setup, authorization and permissions. Other displayed integrations are Coming soon. Connections are personal to each user and third-party terms apply; availability and permissions may change.

AI and extracted documents can be incomplete or inaccurate. Check outputs, sources and proposed actions before relying on them. The Assistant returns proposals for your review, not permission to make unreviewed changes. Outputs are not a substitute for qualified legal, medical, financial or other regulated professional advice.

We may suspend or terminate access for material breach, non-payment, security or fraud risks, or repeated or serious policy violations. Provider outages or revoked authorization may also interrupt connected features.

Subscription cancellation preserves records under our retention policy. For account closure and deletion requests, contact us; see the Privacy Policy. Do not assume cancellation is an erasure request.

We do not guarantee uninterrupted or error-free performance. To the extent permitted by law, the service and AI outputs are provided without implied warranties of merchantability or fitness for a particular purpose.

To the extent permitted by law, Loom’s aggregate liability arising from the service is limited to the fees you paid for the service during the 12 months immediately preceding the event giving rise to the claim. To the same extent, we are not liable for indirect or consequential loss, including lost profits, goodwill or business opportunities. Nothing excludes mandatory consumer guarantees under the Australian Consumer Law, remedies that cannot be limited, or liability for fraud or death/personal injury where it cannot lawfully be excluded.

These terms are governed by the laws of Victoria, Australia. Subject to mandatory consumer rights to bring proceedings elsewhere, the courts of Victoria, Australia have non-exclusive jurisdiction. Contact agencyos.support@gmail.com first so we can try to resolve a concern.

These terms take effect on November 7, 2026. Material changes will be posted with an updated effective date and, where appropriate or legally required, communicated through the service or to your account email. Changes do not remove accrued rights or mandatory legal protections.