1. Introduction and Acceptance
1.1 Who we are and what we offer
Oncera is an online software service that helps people and organisations provide customer support and automation inside Discord servers. Oncera provides a web dashboard, a Discord bot, and related tools. These tools use artificial intelligence (AI) to help answer questions, and they let you configure how the service behaves for your community or business. The services are digital and are delivered online.
1.2 When these Terms apply
These Terms apply when you create an account, add the bot to a Discord server, purchase a paid plan, or otherwise use the platform and services.
1.3 How you accept these Terms
You accept these Terms when you do any of the following after being shown a link to them: create an account, tick the box to agree to the Terms, complete checkout, activate a subscription, or continue to use the services after the Terms have been updated.
Browsing the website alone does not create a paid subscription. Some parts of these Terms, such as the rules on acceptable use of the website, apply to all visitors.
1.4 Other policies
By accepting these Terms, you also acknowledge that you have been given the opportunity to read the Privacy Policy, the Refund and Cancellation Policy, the Shipping and Service Delivery Policy, and the AI Usage & Server Responsibility Policy. If there is a conflict between these Terms and another policy on the same subject, the more specific policy applies for that subject.
2. Definitions
In these Terms, the following words have these meanings and apply across our other policies:
- Oncera: the brand, platform, and service provider operating at https://oncera.live.
- Platform: the Oncera website, web dashboard, Discord bot, application programming interfaces, and related software.
- Services: the services Oncera provides through the Platform, including paid plans and any features made available under a plan.
- User: any person who visits the Platform or uses the Services.
- Customer: a User, or the business or organisation a User represents, who has an account or a subscription.
- Account: the registered profile through which a Customer accesses and manages the dashboard.
- Administrator: a person who manages an Account or who holds Manage Server or Administrator permissions in Discord to configure the bot.
- Discord Server: a community server on the Discord platform where the bot is installed.
- Bot: the Oncera automated assistant that operates inside Discord servers.
- AI Output: any text, answer, summary, classification, or other content produced by AI through the Services.
- Customer Content: information that a Customer or its Administrators provide to or through the Services, including Knowledge Base entries, prompts, instructions, uploaded documents, and messages processed by the bot.
- Knowledge Base: the information a Customer saves for a Discord Server so that the Services can use it when answering questions.
- Subscription: the right to use a Paid Plan for a monthly billing period, renewing automatically until cancelled.
- Third-Party Services: services run by third parties that Oncera relies on or connects to, including Discord, AI model providers, hosting and database providers, and payment processors.
3. Eligibility and Authority
3.1 Age and capacity
You may use the Services to enter a paid contract only if you are legally able to make a binding contract under applicable law. In India, a person under 18 years of age cannot make a binding contract. To create or administer a paid Account or enter a paid Subscription, you must be at least 18 years old and legally capable of entering a binding contract.
You must also meet Discord's applicable minimum-age requirements (at least 13 years old, or higher depending on local jurisdiction). If we learn that someone below the required age has registered an Account, we may suspend or close it.
3.2 Authority to act for an organisation
If you use the Services for a business, community, or other organisation, you confirm that you have authority to accept these Terms for it. In that case, 'you' means both you and that organisation.
3.3 Administrators of Discord servers
To connect the Bot to a Discord Server, you must hold the permissions in Discord needed to add and manage bots on that server (Administrator or Manage Server). You must not add the Bot to a server unless authorised to do so.
4. Account Registration and Security
You must provide accurate and current information when registering, and keep it up to date, including your contact email address.
You are responsible for keeping your login credentials confidential. Do not share your password, and never share Discord bot tokens or API secrets with anyone, including Oncera. Oncera staff will never ask for your password or bot tokens.
You are responsible for all activity under your Account unless that activity directly results from our failure to implement reasonable security safeguards.
If you believe your Account has been compromised, notify us immediately at [email protected].
5. Description and Scope of Services
Depending on your active plan, the Services include:
- A web dashboard to configure bot tone, knowledge, team roles, and channel rules.
- An AI Discord support bot that answers recurring questions using your configured server knowledge.
- A semantic vector Knowledge Base with permanent documentation and short-term channel context.
- A review workflow where server staff approve or edit suggested knowledge.
- Automated escalation to human staff roles and creation of private ticket channels when the AI cannot answer reliably.
- Activity records, usage metrics, quota tracking, and error logs.
AI-assisted, not guaranteed human support
The Services provide AI automation tools and ticket routing. Oncera does not supply your human support agents or moderators, and does not guarantee response times from your own server staff.
6. AI Limitations and Customer Responsibility
AI output can be inaccurate, incomplete, out of date, or misleading. The knowledge you configure strongly influences output quality, but does not guarantee a particular answer.
You must review how the bot responds in your community and determine whether answers are suitable. You remain responsible for your own community guidelines, business decisions, and advice given to members.
Oncera AI output is not professional legal, financial, medical, or safety advice. Do not use automated responses as the sole basis for high-impact decisions.
7. Acceptable Use Policy
You must use the Services lawfully and fairly. You must not, and must not allow anyone else to:
- Use the Services for illegal activity, fraud, phishing, scams, or impersonation.
- Harass, threaten, abuse, or unlawfully discriminate against any person or group.
- Distribute malware, viruses, or harmful code.
- Attempt unauthorised access to other customers' accounts, data, servers, or Oncera infrastructure.
- Send unsolicited bulk messages (spam) or violate Discord's terms or developer policies.
- Harvest, expose, or process personal data without a valid lawful basis under data protection laws.
- Infringe third-party intellectual property rights, trademarks, or copyrights.
- Upload sensitive personal data such as passwords, banking credentials, payment card details, or government IDs to the Knowledge Base.
- Abuse payment plans, coupons, or free allowances by creating multiple accounts.
8. Discord and Third-Party Dependencies
The bot operates through Discord's API and platform. Discord may modify its APIs, permissions, rate limits, or policies at any time. Oncera is independent of Discord Inc. and is not affiliated with or endorsed by Discord Inc.
The Services also rely on third-party cloud hosting (Supabase, Nitro hosting) and AI model providers (Google Gemini API, Groq, OpenRouter). Oncera makes reasonable efforts to ensure reliability, but is not liable for third-party network outages or platform-level changes outside our control.
9. Customer Content and Knowledge Base Rights
You retain all ownership rights in the Customer Content you provide.
You grant Oncera a limited, non-exclusive, worldwide licence to host, store, index, process, and transmit your Customer Content solely to provide, support, secure, and maintain the Services for your Discord server. We do not sell your content or use it to train public models.
You represent that you have all necessary rights, permissions, and consents to upload and process the content you provide.
10. Fees, Subscriptions and Payment Authorisation
Message quotas reset at the start of each billing cycle and do not roll over. Once quotas are exhausted, bot responses pause until the next cycle or until a booster pack is added.
Prices are displayed in Indian Rupees (INR). Payments are processed securely through Razorpay. Recurring subscriptions renew automatically each month until cancelled via the dashboard billing portal or by contacting [email protected].
10.1 Plan quotas and pricing
Oncera offers monthly paid subscription plans. Each subscription covers exactly one Discord server. Current plan tiers and allowances are:
| Plan | Monthly Price | Knowledge Base Limit | Monthly Messages |
|---|---|---|---|
| Launch | ₹349 / month | 1,000 characters | 1,000 answers |
| Growth | ₹699 / month | 3,000 characters | 2,500 answers |
| Scale | ₹3,499 / month | 5,000 characters | 7,500 answers |
| Command | ₹8,999 / month | 15,000 characters | 20,000 answers |
11. Cancellation and Refunds
You may cancel your subscription at any time through the Billing tab in the Oncera dashboard or by emailing [email protected].
Cancellation takes effect at the end of the current pre-paid billing cycle. You retain full access to paid features until the cycle concludes.
Refunds are governed by our Refund and Cancellation Policy. Fees for completed or active billing periods are generally non-refundable, except for duplicate charges, technical delivery failures, or verified billing errors.
12. Disclaimers and Limitation of Liability
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded under the Consumer Protection Act, 2019 or other mandatory laws of India.
Subject to mandatory law, the Services are provided on an 'as is' and 'as available' basis. Oncera does not warrant that AI answers will be error-free or that the service will operate without interruption.
To the maximum extent permitted by applicable law, Oncera's total aggregate liability arising out of or relating to the Services is limited to the total fees paid by you to Oncera during the 12 months immediately preceding the claim.
13. Governing Law and Dispute Resolution
These Terms are governed by and construed in accordance with the laws of India. Any disputes arising under these Terms shall be subject to the jurisdiction of the competent courts in India, without prejudice to non-waivable statutory rights under consumer protection legislation.
If you have a concern or complaint, please contact us first at [email protected] or reach out to our Grievance Officer so we can resolve the matter amicably.
14. Grievance Redressal and Contact Details
| Detail | Information |
|---|---|
| Brand / Service | Oncera (https://oncera.live) |
| Principal Contact Email | [email protected] |
| Grievance Officer | Bidyasagar Hati ([email protected]) |
| Official Community Discord | https://discord.gg/xUD27HX39 |
| Complaint Acknowledgement | Within 48 hours of receipt |
| Complaint Redressal Target | Within 30 calendar days |
If you have any questions regarding these terms, privacy matters, or need to contact our Grievance Officer, please email us directly or join our community server.