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Effective date: 10 October 2026

Terms of Service

Outhentik Terms of Service

These Terms of Service ("Terms") govern your access to and use of the Outhentik platform and related services ("the Service"), provided by Dahi Alttatbiqat Establishment, Commercial Registration Number 7024055480, Alsafa, Jeddah, 23453, Saudi Arabia, trading as Outhentik ("Outhentik", "we", "us", "our"). By creating an account, signing an Order Form, or using the Service, you ("you", "the Customer") agree to these Terms.

Effective date: 10 October 2026 Version: 1.5 Published at: outhentik.app/terms

1. Definitions

  • Service means the Outhentik platform, through which your customers send you typed, voice or video messages, including the dashboard, message pages, QR codes and links, cases, issues, reports and shared findings, and the optional Google review invites, Wall of Love and website embed.
  • Customer Content means the messages (typed text, voice and video recordings), transcripts, ratings, names, contact details, logos and other material you or your end-customers submit to or generate through the Service.
  • End-customer means a customer of yours who sends you a message, or receives a Google review invite, through the Service.
  • Order Form means a written order for an Enterprise plan signed by you and Outhentik.
  • DPA means the Outhentik Data Processing Agreement at outhentik.app/dpa.

2. The agreement and acceptance

These Terms form a binding agreement between you and Outhentik. You accept them by creating an account, signing an Order Form, or using the Service. The page on which you create an account says so, and we record the version of these Terms in force at that moment.

You may accept on behalf of a company or other legal entity, in which case you confirm you have authority to bind that entity, and "you" refers to that entity. Enterprise plans are governed by these Terms together with a signed Order Form.

These Terms incorporate by reference the DPA, the Privacy Policy at outhentik.app/privacy, the Technical and Organisational Measures at outhentik.app/security, and any Order Form. Together they form the entire agreement between the parties.

3. The Service

Outhentik gives your customers a direct channel to you. A customer scans a QR code or opens a link and sends a short message, typed, as a voice recording or as a video. You read every message, work a case for each customer who asks to be contacted, and see the issues that recur across your branches.

Two features are optional and off until you turn them on:

  • Google review invites. When you turn them on, every end-customer can ask, on the message page, for one email with a link to review you on Google. The option is offered to every end-customer on the same terms, regardless of their star rating, and the email is sent automatically around 24 to 48 hours after the message.
  • Public video. A video an end-customer allowed to be shared, and that you approve, can appear on your Wall of Love and your website embed. Typed and voice messages are never shown publicly. Your approval of a video does not affect whether a Google review invite is sent.

Where you collect an email address or a phone number, every end-customer is offered, on the same terms, the option to be contacted about their message. A request to be contacted becomes a case on your Cases page.

Outhentik may update, improve or change features of the Service from time to time. We will not make changes that materially reduce core functionality of a paid plan without reasonable notice.

4. Accounts and eligibility

You must provide accurate account information and keep it current. You are responsible for safeguarding your account credentials and for all activity under your account. You must tell us promptly of any unauthorised use.

The Service is intended for business use by persons aged 18 or over. You are responsible for the use of the Service by the team members you invite.

5. Plans, trial, fees, and payment

5.1 Plans. Current plans and prices are published in the pricing section of outhentik.app.

5.2 Free trial. New accounts include a 7-day free trial with no card required. The trial does not turn into a paid plan and you are never charged for it. To keep using the Service after the trial, you choose a plan. Until you do, your message pages stop accepting new messages, and your account and data are kept.

5.3 Billing and renewal. Billing is handled by Paddle (Paddle.com Market Ltd), acting as merchant of record. Self-serve plans are billed in advance and renew automatically at the end of each billing period unless cancelled before the renewal date. Enterprise plans are billed annually in advance under an Order Form, payable by bank transfer on the terms set out in that Order Form.

5.4 Taxes. All prices exclude VAT, GST and applicable sales tax, which Paddle applies at invoicing based on your jurisdiction.

5.5 Refunds. The Starter, Growth and Scale plans have a 14-day money-back guarantee on your first payment only: ask within 14 days of that payment and we refund it in full. Renewal payments are not refundable. Enterprise commitments are non-refundable except as set out in the Order Form or where a refund is required by law. The Refund Policy explains how to ask.

5.6 Non-payment. If fees are not paid when due, we may suspend or terminate your access in accordance with Section 16.

5.7 Price changes, upgrades and downgrades. Outhentik may change subscription prices, with changes taking effect at the start of your next billing period. When you change plan, the change takes effect immediately and the new price applies from your next billing cycle; nothing is charged on the day. You cannot downgrade while you are over the lower plan's limits on locations or team members. Downgrading from Scale or Enterprise permanently deletes per-location logos, which the lower plans do not include.

6. Customer Content and ownership

As between you and Outhentik, you own your Customer Content. You grant Outhentik a worldwide, non-exclusive, royalty-free licence to host, store, process, transmit and display Customer Content solely as necessary to provide and support the Service.

You can export your messages from Settings, download any voice or video file, and delete any message, at any time.

Retention. Voice and video files are kept for as long as you keep your Outhentik account, so you can play them back when handling a case or reviewing a recurring issue. Messages, their transcripts and their consent records are kept for the same period. You can delete any message at any time, and its file is deleted with it. Your data is deleted when your account is deleted, as described in Section 16.

You represent and warrant that you own or have the necessary rights and consents to submit your Customer Content, that it does not infringe the intellectual property, privacy or publicity rights of any third party, that you have any consent the law requires from an individual whose video you publish, and that it does not contain unlawful, defamatory, obscene or otherwise objectionable material. Outhentik may remove Customer Content that breaches these Terms.

You may give Outhentik feedback about the Service. We may use feedback without restriction or obligation to you.

7. End-customers, consent, and compliant use

7.1 Roles. For personal data of your end-customers processed through the Service, you are the data controller and Outhentik is the data processor, as set out in the DPA.

7.2 Lawful basis and consent. You are responsible for having a lawful basis to collect messages from and to contact your end-customers, including any consent the law requires. If you send your message link to customers from your own systems, such as a CRM, WhatsApp, email or SMS, you need their permission to contact them that way, as the laws that apply to you require (such as GDPR, Saudi Arabia's PDPL, CAN-SPAM or CASL).

7.3 Compliant review requests. The Service is designed so that every end-customer is offered the same options on the same terms, regardless of rating. Routing review requests on rating or sentiment is review gating, which Google's review policies prohibit. You must not use the Service, or any workaround, to ask for reviews selectively based on predicted or actual sentiment, to suppress or filter genuine reviews, or to ask for fake or incentivised reviews. You are responsible for your own compliance with Google's review policies and the law that applies to you in how you operate the Service.

7.4 Your responsibility. You are responsible for the content of the prompts and messages you configure, for how you reply to end-customers who ask to be contacted, and for how you use the messages and data you collect, including the findings you share.

8. Acceptable use

You must not, and must not permit any user or end-customer to:

  • Use the Service for any unlawful purpose or in breach of any applicable law or third-party rights
  • Upload or collect content you do not have the right to use, or that infringes intellectual property, privacy or publicity rights
  • Use the Service to gate, filter or suppress reviews, or to ask for fake or incentivised reviews, as described in Section 7.3
  • Upload content that is defamatory, harassing, obscene, hateful or harmful, or that contains malware
  • Attempt to gain unauthorised access to the Service, other accounts or underlying systems
  • Reverse engineer, decompile, scrape or copy the Service except as permitted by law
  • Resell, sublicense or provide the Service to third parties except as expressly permitted in an Order Form
  • Use the Service to send unsolicited communications in breach of anti-spam law

We may investigate suspected breaches and may suspend or terminate access in accordance with Section 16.

9. Intellectual property

The Service, including all software, design, and the Outhentik name and logo, is owned by Outhentik and its licensors and is protected by intellectual property law. These Terms grant you a limited, non-exclusive, non-transferable right to access and use the Service during your subscription, and grant no other rights. All rights not expressly granted are reserved.

10. Third-party services

The Service relies on third-party services, including Google (Places API, Google Business Profile and Google review pages), Paddle (payment processing and merchant of record), and the sub-processors listed at outhentik.app/sub-processors.

Outhentik is not responsible for the availability, accuracy, policies or actions of these third-party services, including any decision by Google to remove a review, suspend or restrict a profile, change its policies or decline to display content. Your use of those services is subject to their own terms.

11. Data protection and privacy

Outhentik's processing of personal data on your behalf is governed by the DPA. Outhentik's own processing as a controller is described in the Privacy Policy. The security measures Outhentik applies are described in the TOMs. By using the Service you acknowledge the DPA and the Privacy Policy.

12. Service availability and support

Outhentik does not offer a service level agreement or an uptime commitment unless an Order Form says otherwise. Support is provided by email at [email protected].

13. Warranties and disclaimers

Outhentik provides the Service with reasonable skill and care. Except as expressly stated in these Terms, the Service is provided on an "as is" and "as available" basis, and Outhentik disclaims all other warranties to the fullest extent permitted by law, including implied warranties of merchantability, fitness for a particular purpose and non-infringement.

Outhentik does not warrant or guarantee any particular outcome from use of the Service, including any number of messages or reviews, any star rating, any search ranking or any business result. Nothing in these Terms excludes liability that cannot be excluded by law.

14. Limitation of liability

To the fullest extent permitted by law, neither party is liable for any indirect, incidental, special, consequential or punitive damages, or for any loss of profits, revenue, data or goodwill, arising out of or in connection with these Terms or the Service.

To the fullest extent permitted by law, Outhentik's total aggregate liability arising out of or in connection with these Terms and the Service is limited to the amount you paid to Outhentik for the Service in the twelve (12) months immediately before the event giving rise to the liability.

Nothing in this Section limits liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot be limited by law.

15. Indemnification

You will indemnify and hold Outhentik harmless from claims, damages and reasonable costs arising from your Customer Content, your use of the Service in breach of these Terms, your breach of Section 7 or Section 8, or your violation of applicable law or third-party rights.

16. Cancellation, deletion, suspension and termination

16.1 Cancelling a subscription. You may cancel your subscription at any time through the billing portal and, for Enterprise plans, as set out in the Order Form. Your plan stays active until the end of the period you have paid for. After that, your message pages stop accepting new messages, and your account and its data are kept, so you can choose a plan again and carry on. Cancelling does not delete your account. Annual commitments remain payable as set out in Section 5 and the Order Form.

16.2 Deleting your account. Deleting your account is a separate request, made in Settings. The account is locked and every session is signed out at once. For 30 days, signing in again cancels the deletion. After 30 days, the account and all its data are permanently deleted, as described in the DPA and the TOMs.

16.3 By Outhentik. We may suspend or terminate your access if you materially breach these Terms (including non-payment or a breach of Section 7 or 8), if required by law, or if your use poses a security or legal risk. Where practical, we will give notice and an opportunity to cure.

16.4 Effect of termination. On termination, your right to use the Service ends. The handling, return and deletion of your data are described in the DPA. Sections that by their nature should survive termination will survive, including Sections 6, 9, 13, 14, 15 and 18.

17. Changes to the Service and to these Terms

We may update these Terms from time to time. For material changes that adversely affect paying customers, we will give at least thirty (30) days notice by email or in-app notification before they take effect. Your continued use of the Service after changes take effect constitutes acceptance. The current version is always available at outhentik.app/terms.

18. Governing law and disputes

These Terms are governed by the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.

19. General

Entire agreement. These Terms, together with the documents they incorporate, are the entire agreement between the parties and supersede any prior proposals or discussions.

Order of precedence. If there is a conflict, the Order Form prevails for commercial terms; the DPA prevails for data protection matters; and otherwise these Terms prevail.

Assignment. You may not assign these Terms without our written consent, except to a successor in a merger or acquisition. We may assign them to an affiliate or successor.

Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control.

Notices. Notices to you may be given by email or in-app notification. Notices to Outhentik should be sent to [email protected].

Severability and waiver. If any provision is unenforceable, the rest remains in effect. A failure to enforce a provision is not a waiver.

Counterparts and electronic acceptance. These Terms may be accepted electronically, and any Order Form may be signed in counterparts and by electronic signature.

20. Contact

Questions about these Terms: [email protected]. Outhentik is operated by Dahi Alttatbiqat Establishment, Commercial Registration Number 7024055480, Alsafa, Jeddah, 23453, Saudi Arabia.

Terms of Service version 1.5. Published at outhentik.app/terms as a companion to the Privacy Policy at outhentik.app/privacy, the DPA at outhentik.app/dpa, and the Technical and Organisational Measures at outhentik.app/security.