Terms of service
The agreement between Olive Wood IT Limited and you for use of Ask Olive.
1. Who we are
Ask Olive is operated by Olive Wood IT Limited, a company registered in England and Wales (company number 14193135), registered office Office D23, Chelworth Industrial Estate, Cricklade, Swindon, SN6 6HE (“we”, “us”, “OWGroup”).
These terms form the agreement between us and you (“you”, “the customer”) for use of Ask Olive. By creating an account or using the service you accept them. If you are accepting on behalf of a company, you confirm you are authorised to bind it, and “you” means that company.
2. What the service is
Ask Olive is a question-answering assistant for IFS Cloud. You ask a question in plain English; the service searches the Ask Olive knowledge base, assembles the relevant evidence, and generates a written answer using a third-party large language model. It can also generate longer written deliverables — training material, specifications, and similar documents.
Ask Olive is an independent product of OWGroup. It is not produced, endorsed, certified, or supported by IFS, and we are not acting as IFS’s agent. “IFS” and related marks belong to their owner and are used only to describe what the service is about.
3. Accuracy and professional judgement
This matters more here than in most software, so we say it plainly. Ask Olive produces generated text. It can be wrong, incomplete, or out of date, and it can be confidently wrong. Its answers reflect the knowledge base it searched, not your specific system, your configuration, your customisations, or your version.
You must verify any answer before acting on it, and you must not apply configuration changes, run SQL, or execute generated code against a production system without your own review and testing. Ask Olive is a research and drafting aid for competent practitioners. It is not professional advice, it does not replace your own judgement, and it is not a substitute for IFS’s own documentation or support.
Answers cite the sources they were built from so you can check them. Please do.
4. Accounts
- You must give accurate registration details and keep them current.
- You are responsible for everything done under your account, and for keeping your credentials secure. Tell us promptly if you believe your account has been compromised.
- Accounts are for the organisation that holds them. You may add users within your organisation; you may not share one account with people outside it.
- We may suspend an account where we reasonably believe it is being used in breach of section 5, or where payment has failed and remains unresolved.
5. Acceptable use
You agree not to:
- resell, sublicense, or provide the service to third parties as a bureau or agency service, unless we have agreed that in writing;
- use the service to build, train, or evaluate a competing product, or to extract the knowledge base in bulk (including by automated scraping or systematic querying);
- attempt to circumvent usage limits, billing, authentication, or rate limits, or access another customer’s data;
- submit material you are not entitled to submit, or that is unlawful;
- submit special-category personal data (health, biometric, and the other categories in UK GDPR Article 9) — the service is not designed for it and you should not put it into a question.
6. Your content and ours
6.1 Yours stays yours
You keep all rights in the questions you submit and any material you upload (“your content”). You grant us a licence to process it only so far as is needed to operate the service for you — search, generate an answer, meter the charge, and provide support.
6.2 Answers
As between you and us, you own the output generated in response to your questions, and may use it freely for your own and your clients’ purposes, subject to section 3. Output is generated, so it may not be unique — comparable output may be produced for another customer asking a comparable question.
6.3 Ours stays ours
We own the service, the Ask Olive knowledge base, and everything in the platform. Nothing in these terms transfers any of it to you. You get a non-exclusive, non-transferable right to use the service while your account is in good standing.
6.4 Training
We do not use your questions or your content to train models. We retain them as described in the Privacy Notice, for billing, support, and service quality.
7. Plans, credit and payment
7.1 How charging works
The service is sold as a monthly subscription, or as one-off credit. Each plan carries a monthly allowance. Every question consumes a share of that allowance based on the work it actually takes: a short lookup consumes very little, a generated document consumes a great deal more. You are charged for what a question actually generates, never a flat per-question fee.
- Monthly allowance does not roll over. It is granted at the start of each billing cycle and any unused portion expires at the end of that cycle.
- Credit bought as a one-off, or by automatic top-up, is spent before your monthly allowance, oldest credit first. Any of it left unused after 12 months is removed; see the Refund Policy for how that interacts with your right to a refund.
- When your balance reaches zero, the service stops answering rather than continuing and billing you. There is no overdraft.
7.2 Automatic top-ups
If you switch automatic top-ups on, we will charge your saved payment method for the amount you chose whenever your allowance runs out mid-cycle, up to the monthly limit you set. Both the amount and the limit are yours to change or switch off at any time from your account page. We will not raise either of them for you.
7.3 Payment
Subscriptions renew automatically each month until cancelled. Payments are taken by our payment processor; we do not see or store your card details. Prices are in US dollars. Your bank may apply its own conversion rate and fees, which are outside our control.
7.4 Tax
Prices are stated exclusive of VAT and any other applicable sales tax, which will be added where it applies. Business customers outside the UK should give us their business name, country and VAT/tax registration number at checkout so the correct treatment is applied. Our VAT registration number is GB 459 8815 30.
7.5 Price changes
We may change prices. If we do, we will give you at least 30 days’ notice by email before the change applies to your subscription, and you may cancel before it takes effect. A price change never affects credit you have already bought.
7.6 Refunds
Refunds are covered by the Refund and Cancellation Policy, which forms part of these terms.
8. Availability and support
We aim to keep the service available and quick, but we do not offer a contractual uptime guarantee or a formal service level agreement at this tier. The service may be unavailable for maintenance, or because of failures in systems we depend on.
Support is by email to help@owgroup.co.uk, during UK business hours. We do not undertake to answer within a fixed time.
If the service is unavailable for a prolonged period, nothing is silently consumed — allowance is only spent by questions that actually run, and section 10.2 sets out what you can do about a cycle you could not use.
9. Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited.
Subject to that, and given section 3:
- we are not liable for any loss arising from your reliance on generated output that you did not verify;
- we are not liable for loss of profit, revenue, business, goodwill, anticipated savings, or for loss or corruption of data, or for any indirect or consequential loss;
- our total liability arising out of or in connection with this agreement in any 12-month period is limited to the total amount you paid us in that period.
These limits reflect the price of the service and the fact that you retain control over what you do with its output. Where you need a different allocation of risk, that is a matter for a separately negotiated agreement.
10. Ending the agreement
10.1 By you
You may cancel your subscription at any time from your account page. Cancellation takes effect at the end of the cycle you have already paid for; you keep access until then. See the Refund and Cancellation Policy for what happens to unused credit.
10.2 By us
We may end or suspend this agreement on reasonable notice, or immediately if you materially breach section 5. If we end it for any reason other than your breach, we will refund any credit you hold, and the unused part of the cycle you have paid for, in full and without the administration fee.
10.3 After it ends
You lose access to the service. We retain your data for the periods set out in the Privacy Notice, and you may request its deletion.
11. Changes to these terms
We may update these terms. For anything that materially affects your rights, we will give you at least 30 days’ notice by email, and you may cancel before it takes effect. Continuing to use the service after that means you accept the change. The current version is always the one on this page, with its version number and effective date at the top.
12. Governing law
This agreement is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you are a consumer rather than a business, this does not deprive you of the protection of the mandatory law of your own country of residence.
Notices to us should go to our registered office, Office D23, Chelworth Industrial Estate, Cricklade, Swindon, SN6 6HE, or by email to help@owgroup.co.uk.