Terms of Service

1. Who we are and what this covers

Oneloft is provided by Oneloft, Inc., [registered address]. You can contact us at support@oneloft.io.

These terms apply to everyone who uses the Service, including during a free trial. How we handle personal data is explained in our Privacy Policy, which forms part of these terms for that purpose. Paid plans and any additional terms shown to you at checkout are part of this agreement too.

2. The Service

Oneloft is a long-term archive. You upload files, we keep them, and you can browse them and download them again. It is designed for files you keep rather than files you use every day, and it is not a sync service, a backup agent, a file-sharing or public hosting service, or a content delivery network.

How it works:

• New uploads are first held in fast storage for about two days, and are available to download straight away during that time. After that they move automatically to low-cost cold (archival) storage.
• A file in cold storage must be restored before its original can be downloaded. A restore takes up to 12 hours, and we email you when it is ready. The restored copy stays available for 3 days, then returns to cold storage.
• Names, dates, folders, search and previews (small pictures we make of your photos and videos) stay available at all times and do not need a restore. Previews are made in your browser and uploaded with your file.
• Downloading an original counts against your plan’s monthly download allowance (section 5). Browsing, searching and viewing previews do not.
• You can organise files in folders. You can mark files and folders private: they are hidden from lists and search until you unlock them with a one-time code we email to you, which opens them for 15 minutes. Private is a visibility setting, not separate encryption (see section 7).
• When you delete a file it moves to Deleted files for 30 days and can be restored during that time. After that it is permanently removed.
• A single file can be up to 100 GB. Larger files cannot be uploaded.

The Service runs on Amazon Web Services in the United States. By using it you understand that your files and account data are stored and processed there (see our Privacy Policy).

We may improve, change or remove features. If we make a change that materially reduces what a paying customer receives, we will give reasonable notice and, where the change is significant, you may cancel and ask for a refund of any prepaid period that remains.

3. Your account

You must be at least 18 years old, and able to enter a binding contract, to use the Service. If you use it for an organisation, you confirm you have authority to bind it.

You sign in with your email address (using a link or code we send you) or with a supported social sign-in such as Google. There is no password. You are responsible for your email account and any sign-in method you use, and for everything done through your account. Tell us promptly if you think someone else has accessed it.

An account is for one person. Do not share your account or create accounts to get around limits, trials or restrictions. Give us accurate information, including your country: it decides the currency you are billed in and the tax that applies, and you cannot change it yourself after you subscribe. Contact us if it is wrong.

4. Plans, free trial and payment

Plans. We offer three monthly plans: Essential (3 TB of storage), Plus (5 TB) and Pro (10 TB). Prices are shown on our website and again at checkout, in your currency. Prices in US and Canadian dollars are shown before any sales tax, which is added at checkout where it applies; prices in pounds, euros and Australian dollars include VAT or GST. Plans renew monthly until cancelled.

Free trial. A new account may start a 14-day free trial of a plan. A payment card is required to start it. Nothing is charged during the trial, and if you cancel before it ends you will not be charged. When it ends, your card is charged the first month’s price and the plan continues monthly. During the trial, uploads are limited to 1 TB in total. You may end the trial early and start paying at once to remove that limit. The trial is offered once per person; we may refuse a second trial, including where someone appears to be using several accounts.

Payment. Payments are handled by our payment processor, Stripe. You authorise us, through Stripe, to charge your card each month and any other amounts you choose to buy. We do not see or store your full card number. You are responsible for keeping your card details up to date.

Failed payments. If a payment fails, we or Stripe will retry it and we will tell you. While an account has an unpaid balance we may pause uploads and downloads, but we keep your files while we sort it out. If the subscription ends because payment could not be collected, it is treated as a cancellation under section 6.

Changing plan. You can move to a different plan in your settings. When you move to a larger plan, the difference for the rest of the current period is charged straight away. When you move to a smaller plan, the unused part of what you paid is credited against your next invoices; it is not refunded to your card. You cannot move to a plan that holds less than you currently store.

Extra downloads. If you run out of your monthly download allowance you can buy extra downloads in packs of 50 GB or 100 GB. They are paid once, add to the allowance for the rest of the calendar month in which you buy them (UTC), and do not roll over. They are not refundable except where the law requires.

Price changes. We may change prices. For an existing subscription, a change takes effect from the next billing period after we have given you at least 30 days’ notice by email, and you can cancel before it takes effect.

Taxes. You are responsible for any taxes that apply to your purchase other than taxes on our income. Where tax is included in the price shown, it is included in what you pay.

5. Limits and fair use

Your plan includes storage and a monthly download allowance: Essential 20 GB, Plus 30 GB and Pro 50 GB of downloads a month. The allowance resets at the start of each calendar month (UTC), and unused allowance does not carry over. For large files that are streamed or downloaded directly, what counts is the amount actually sent to you.

To protect the Service, in the 30 days after your first payment you can upload up to half of your plan’s storage in total, and we apply sensible rate limits to requests, uploads, restores and sign-in attempts. A single file may be at most 100 GB.

We may throttle or refuse activity that places unusual load on the Service, including repeated restores of the same data, or attempts to avoid the limits above. If your use is far outside what a personal archive does, we may ask you to change how you use the Service or to move to a different arrangement.

6. Cancelling, refunds and what happens to your files

Cancelling. You can cancel any time from your settings (the billing portal). Unless the law says otherwise, a cancellation takes effect at the end of the period you have paid for, and you keep using the Service until then. We do not refund the unused part of a period.

Your statutory right to cancel. If you are a consumer in the UK or the European Economic Area you have a legal right to cancel within 14 days of signing up without giving a reason. The free trial covers that period: if you cancel before the trial ends you will not be charged. If you ask us to start your subscription before the trial ends, you ask us to begin the Service straight away, and if you then cancel within the 14 days you will pay a proportionate amount for what you have used. Nothing in these terms takes away rights you have under the law of the country where you live.

Other refunds. Apart from the rights above, and anything the law requires, payments are not refundable. We may, at our discretion, refund a payment where something has gone wrong on our side.

After a subscription ends. When a subscription ends, you can still sign in and browse your files and previews, but uploading, restoring and downloading are paused. To get your files back out, resubscribe to any plan that holds them. We keep your files for 90 days after the end (7 days if you never paid), and we email you reminders 30 and 7 days before they are deleted. After that, your account’s files and data are permanently deleted and cannot be recovered. If you want your data without resubscribing, contact us and we will deal with your request under the Privacy Policy and the law.

Deleting your account. You can delete your account in your settings. Your subscription is cancelled straight away, and you have 7 days to change your mind by signing in. After that, your files and account data are permanently deleted. No refund is given for the remainder of a paid period.

7. Your files and our access to them

Your files are yours. We do not own them and do not claim any right over them beyond what is needed to run the Service. You give us a limited, worldwide licence to store, copy, transmit, process and display your files only as necessary to provide the Service to you: for example to store them, make previews, move them between storage tiers, restore them and let you download them.

We do not sell your files or your data, we do not use your files to train artificial intelligence or machine learning models, and we do not scan or analyse their contents for advertising.

Your files are encrypted in transit (HTTPS) and at rest (AWS server-side encryption). They are not end-to-end encrypted: we hold the keys managed for us by our infrastructure provider, and we are technically able to access stored data. Making a file or folder private hides it behind your emailed code in the app, but does not change how it is encrypted. We will access your files only where necessary to run, secure and support the Service (for example at your request), to investigate abuse or a security issue, or where we are legally required to.

You are responsible for your files. You promise that you own them or have the rights and permissions needed to store them with us, and that storing them with us does not break the law or anyone else’s rights.

8. What you must not do

You must not use the Service to:

• store, share or distribute anything unlawful, including child sexual abuse material (which we report to the authorities and which results in immediate and permanent closure of the account), material that incites violence or terrorism, or content you do not have the right to hold;
• infringe anyone’s copyright, privacy or other rights;
• store or spread malware or anything intended to harm devices or networks;
• host content for public distribution, or use the Service as a content delivery network, website host or download link for other people;
• attempt to break, probe, overload or interfere with the Service or its security, or access data that is not yours;
• scrape or automate the Service in ways that go beyond normal use of the app, or resell or sublicense the Service;
• get around limits, allowances, trial rules or payment.

We may investigate suspected breaches. We may remove content or suspend or end accounts where we reasonably believe these rules have been broken, as explained in section 11.

9. Copyright complaints

If you believe content stored with us infringes your copyright, send a notice to support@oneloft.io that identifies the work, identifies where it is stored with enough detail for us to find it, includes your contact details and states that you are the owner or authorised to act for the owner. We respond to valid notices, which may include removing access to the content and telling the account holder, who may send us a counter-notice. We may end the accounts of people who repeatedly infringe.

10. Availability, durability and your own copies

We work to keep the Service available and your files safe, and we build on infrastructure designed for very high durability. But no service is perfect: it may be unavailable for maintenance or because of problems we or our suppliers have, and data can be lost or damaged despite our care. We do not promise uninterrupted or error-free operation.

Because of that, you should keep a separate copy of any file that would be hard or impossible to replace. Oneloft is a place to keep an archive, not your only copy of something irreplaceable, and we are not responsible for losses that keeping a second copy would have avoided, to the extent the law allows.

11. Suspension and ending the agreement

We may suspend or end your access, remove content, or close your account if you break these terms or the law, if you do not pay, if we need to in order to protect the Service or other people, or if we are required to by law. Where we reasonably can, we will tell you why and give you a chance to fix the problem first. We may act immediately, without notice, in serious cases such as unlawful content or a security threat.

If we end your account for a reason other than your breach, we will give you reasonable notice and refund any prepaid period that remains. You may stop using the Service and end this agreement at any time by deleting your account.

Sections that by their nature should continue after the agreement ends (including sections 7, 10, 12, 13 and 16) continue to apply.

12. No other promises

The Service is provided “as is” and “as available”. To the fullest extent the law allows, we do not give any promise or warranty about it other than those set out in these terms, including any implied warranties of merchantability, fitness for a particular purpose and non-infringement.

If you are a consumer, you have legal rights that these terms do not affect. For example, in the UK, digital content and services must be of satisfactory quality, fit for purpose and as described, and if they are not you may be entitled to a repair, replacement, price reduction or refund.

13. Our responsibility to you

Nothing in these terms limits or excludes liability that cannot be limited or excluded by law, including for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or any right you have as a consumer that the law does not allow us to restrict.

Subject to that, and to the extent the law allows: (a) we are not liable for any indirect or consequential loss, loss of profit, revenue, business or goodwill, or loss of data that you could have avoided by keeping another copy; and (b) our total liability to you for all claims arising from the Service in any 12-month period is limited to the amount you paid us for the Service in the 12 months before the event that gave rise to the claim.

If you are a consumer, we are responsible for foreseeable loss and damage caused by our breach of these terms or by our negligence, but not for loss that was not foreseeable.

If you use the Service for business purposes, you agree to indemnify us against claims by third parties that arise from your files or your breach of these terms, to the extent the law allows.

14. Third-party services

The Service relies on suppliers, including Amazon Web Services for hosting and storage, Stripe for payments and tax calculation, and the identity provider you choose for social sign-in. Their services are governed by their own terms. We are not responsible for failures of services we do not control, beyond our responsibilities under these terms.

15. Changes to these terms

We may update these terms, for example when the law or the Service changes. If a change is material we will tell you by email or in the app at least 30 days before it takes effect (shorter only where the law or security requires it). If you keep using the Service after the date, you accept the updated terms. If you do not agree, you can cancel before the date and, if you have prepaid, ask for a refund of the remaining period.

16. Governing law and disputes

These terms, and any dispute arising from them or the Service, are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, except that if you are a consumer you may also bring a claim in the courts of the country where you live and you keep the mandatory consumer protections of that country.

Before starting a formal claim, please contact us at support@oneloft.io so we can try to put things right.

17. General

These terms, with our Privacy Policy and anything shown at checkout, are the whole agreement between you and us about the Service. If a part is found unenforceable, the rest stays in force. If we do not enforce a right straight away, we have not given it up. You may not transfer your rights under these terms without our consent; we may transfer ours to a company that takes over the Service, and will tell you if we do. Neither of us is responsible for delay or failure caused by events beyond our reasonable control. Nobody other than you and us has rights to enforce these terms. We may give notices by email to the address on your account or through the app, and you can give notice to us at the contact address above.

18. Contact

Oneloft, Inc., [registered address]. Email: support@oneloft.io.