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Terms of Service

Last updated: July 2026

These Terms of Service ("Terms") are a legal agreement between you and Privas Intelligence Ltd, a company registered in England and Wales under company number 17195166, whose registered office is at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, trading as Privas AI ("Privas AI", "we", "us").

By creating an account or using the service, you agree to these Terms. If you are agreeing on behalf of an organisation, you confirm you have authority to bind that organisation, and "you" means that organisation.

Enterprise customers: if you have signed a Master Service Agreement with us, that agreement takes precedence over these Terms wherever the two conflict.

1. What Privas AI is

Privas AI is a platform for deploying AI assistants on websites. You upload knowledge sources; we index them; visitors to your website ask questions; an AI model generates answers grounded in the sources you provided.

2. Definitions

"Customer", or "you", means the account holder. "End Visitor" means a person who interacts with an assistant you deploy. "Customer Content" means the knowledge sources, prompts, branding, and configuration you supply. "Output" means the text and other content an assistant generates.

3. The three-party relationship — please read this section

This is the most important part of these Terms, because it determines who is responsible for what.

You are the data controller for your End Visitors. When a person chats with an assistant you deploy, you decide that the conversation happens, and you decide why. We store and process it for you, as your processor, on your instructions.

Accordingly, you are responsible for:

  • Having a lawful basis for the processing, and giving End Visitors the notice your local law requires;
  • Making sure your own privacy notice covers the assistant, including the matters described in Part B of our Privacy Policy;
  • Obtaining any consent required in your jurisdiction before deploying the assistant;
  • Responding to End Visitors who exercise data protection rights. We will assist as described in the Privacy Policy and in our Data Processing Agreement.

You will indemnify us against claims, losses, and reasonable costs arising from an End Visitor's claim relating to your deployment of an assistant, except where the claim results from our own breach of these Terms or of our Data Processing Agreement.

If you process personal data of individuals in the UK, EEA, or Indonesia, request our Data Processing Agreement at [email protected] before deploying. It forms part of these Terms once signed.

4. Eligibility and accounts

You must be at least 18 and have legal capacity to enter into these Terms. You are responsible for the security of your account credentials and for everything done under your account. Tell us promptly at [email protected] if you believe your account has been compromised.

You may invite collaborators. You remain responsible for their actions on your account.

5. Acceptable use

You must not use Privas AI to:

  • Break the law, or help anyone else to;
  • Publish content that is unlawful, defamatory, harassing, or that incites harm, violence, or hatred;
  • Deploy an assistant that impersonates a real person, or that presents itself as human when directly asked whether it is;
  • Upload content you do not have the rights to use, or that infringes anyone's intellectual property or privacy;
  • Upload malware, or attempt to attack, overload, reverse-engineer, or gain unauthorised access to the platform or another customer's data;
  • Provide regulated advice — including medical, legal, or financial advice — through an assistant without the licences and disclosures your jurisdiction requires;
  • Operate gambling, cryptocurrency trading, or financial betting services;
  • Resell or make the platform available to third parties as a service, except under a separate written agreement with us.

Our Acceptable Use Policy forms part of these Terms.

6. Customer Content

You keep ownership of your Customer Content. You grant us a non-exclusive licence to host, process, index, and transmit it for the sole purpose of providing the service to you, including sending it to the AI providers listed on our Sub-processors page.

You warrant that you own or are licensed to use your Customer Content, and that you are authorised to deploy an assistant on the websites where you install it.

We do not use your Customer Content or your End Visitors' conversations to train AI models. See the Privacy Policy for the full position.

7. AI Output — limitations you must understand

Output is generated by a probabilistic language model. It can be wrong, incomplete, or misleading, and it can be wrong while appearing confident.

We do not warrant that Output is accurate, current, complete, or fit for any purpose. Output is not professional advice of any kind.

You acknowledge that:

  • Output quality depends primarily on the knowledge sources you provide. An assistant with thin or outdated sources will answer poorly, and that is a function of your content rather than a defect in the service;
  • You are solely responsible for reviewing Output and for any reliance placed on it, by you or by your End Visitors;
  • Where an assistant produces figures — such as prices, quotations, or calculations — you must independently verify them before treating them as binding, and you should tell your End Visitors the same;
  • You are responsible for telling your End Visitors that they are interacting with an AI assistant.

We are not liable for any decision made in reliance on Output.

8. Third-party integrations

You may connect external tool servers and your own mail server. If you do:

  • You choose the endpoint, you supply the credentials, and information the assistant derives from a visitor's message will be sent to that endpoint;
  • You are responsible for that third party's security, availability, and data handling, and for having the right to send data to it;
  • We are not liable for anything that endpoint does, fails to do, or discloses.

9. Plans, fees, and payment

Current plans, limits, and prices are shown at privas.ai/pricing.

Billing. Paid plans are billed monthly in advance in US dollars through Stripe. Subscriptions renew automatically each month until cancelled. Prices are exclusive of any taxes, which are your responsibility.

Upgrades take effect immediately; the difference is prorated and appears on your next invoice. Downgrades and cancellations take effect at the end of your current billing period — you keep full access until then.

Refunds are governed by our Refund Policy, which forms part of these Terms.

Price changes. We will give at least 30 days' notice by email before a price change affects you. Continuing to use a paid plan after that is acceptance; if you do not accept, cancel before the change takes effect.

Non-payment. If a payment fails, we may suspend paid features after reasonable notice and attempts to collect.

10. Usage limits — how they behave

Each plan carries limits on domains, knowledge sources, content size per source, and conversations per month.

Limits are enforced as a hard stop, not a slowdown. In particular:

When your monthly conversation limit is reached, your assistants stop answering End Visitors entirely until the period resets or you upgrade. Visitors will see that the assistant is unavailable. We send a warning email when you approach the limit and again when you reach it, but you are responsible for monitoring your usage.

Similarly, you cannot add knowledge sources or domains beyond your plan's limits, and a single source that exceeds the per-source size limit will be split into parts or refused.

11. Availability, support, and changes

We provide the service on an "as is" and "as available" basis and do not guarantee uninterrupted or error-free operation.

We may need to take the service down for maintenance, updates, or deployments, and will try to minimise disruption. The service depends on third parties — including AI model providers and our authentication, payment, and hosting providers — and we are not responsible for their outages.

No service level commitment applies to self-service plans. Uptime and support commitments are available only under a signed Master Service Agreement.

Backups. We do not currently offer a data restoration or backup service, and we do not commit to any recovery point or recovery time. You should keep your own copies of all knowledge sources you upload. We say this seriously, not as a formality.

Support is provided by email at [email protected] on a reasonable-efforts basis, without a committed response time unless you have a Master Service Agreement.

We may change, add, or remove features. If we make a change that materially reduces core functionality, we will give reasonable notice by email.

12. Beta and experimental features

Some features are released behind flags or marked as beta, preview, or experimental. They are provided without warranty of any kind, may change or be withdrawn without notice, and should not be relied on for critical purposes. Features that store or recall information across conversations, generate interactive components, or perform actions on a page are examples of features that may be enabled or disabled on your account at our discretion.

13. Our intellectual property

The platform, its software, models, designs, and documentation are owned by us or our licensors. These Terms grant you a limited, non-exclusive, non-transferable, revocable right to use the service. You may not copy, modify, distribute, sublicense, or create derivative works from it, or remove our branding except where a whitelabel licence has been granted to you in writing.

Any feedback you send us may be used freely and without obligation.

14. Confidentiality

Each party will keep the other's non-public information confidential and use it only to perform these Terms, for three years after disclosure. This does not apply to information that is public through no fault of the recipient, independently developed, or required to be disclosed by law.

15. Suspension and termination

You may cancel at any time from your dashboard. Cancellation takes effect at the end of the current billing period.

We may suspend or terminate your account if you materially breach these Terms and do not fix it within 14 days of written notice, if you fail to pay, or immediately where your use poses a security risk, threatens the stability of the platform, or exposes us to legal liability.

On termination: your right to use the service ends. You should export anything you need first. Deletion of your data on account closure is subject to the limitations described in section A.6 of our Privacy Policy — please read it, and contact us if you require complete erasure.

Sections 6, 7, 13, 14, 16, 17, and 20 survive termination.

16. Disclaimers

To the fullest extent permitted by law, we exclude all warranties, conditions, and terms implied by statute or common law, including any implied warranty of satisfactory quality, fitness for a particular purpose, or non-infringement.

We do not warrant that the service will be uninterrupted, secure, or error-free, that defects will be corrected, or that Output will be accurate or suitable.

17. Limitation of liability

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be limited.

Subject to that:

(a) We are not liable for indirect, special, incidental, consequential, or punitive damages; for loss of profits, revenue, business, goodwill, or anticipated savings; or for loss or corruption of data, in each case however arising, even if we were advised such loss was possible.

(b) Our total aggregate liability arising out of or in connection with these Terms, whether in contract, tort (including negligence), or otherwise, is limited to the greater of (i) the total fees you paid us in the twelve months immediately before the event giving rise to the claim, and (ii) USD 100.

(c) We are not liable for loss arising from Output, from your knowledge sources, from third-party integrations you connect, from third-party provider outages, or from your failure to keep your own copies of your data.

These limits reflect the price of the service and the allocation of risk between us. Different limits may be agreed in a Master Service Agreement.

18. Force majeure

Neither party is liable for failure to perform caused by events beyond its reasonable control, including internet or hosting failures, third-party provider outages, cyber attacks, natural disasters, war, or government action. This does not excuse an obligation to pay amounts already due.

19. Changes to these Terms

We may update these Terms. For material changes we will give at least 30 days' notice by email or in the dashboard. Continuing to use the service after the change takes effect is acceptance. If you do not accept, stop using the service and cancel.

20. Governing law and disputes

These Terms and any dispute arising out of them are governed by the laws of England and Wales, without regard to conflict of law rules.

The courts of England and Wales have exclusive jurisdiction, except that we may bring proceedings to protect our intellectual property or recover unpaid fees in any court of competent jurisdiction, and except where mandatory consumer protection law gives you the right to bring proceedings in your country of residence.

Enterprise customers may agree an alternative forum, including arbitration, in a Master Service Agreement.

Before starting proceedings, please contact us at [email protected]. Most disputes can be resolved quickly by talking.

21. General

Entire agreement. These Terms, together with the Privacy Policy, Acceptable Use Policy, Refund Policy, Cookie Policy, Sub-processors page, and any signed Data Processing Agreement or Master Service Agreement, are the entire agreement between us and replace any prior discussions.

Assignment. You may not assign these Terms without our written consent. We may assign them to an affiliate or in connection with a merger or sale of assets.

Severability. If any provision is held unenforceable, the rest remains in force and the provision is modified to the minimum extent necessary to make it enforceable.

No waiver. A failure to enforce a provision is not a waiver of it.

No partnership. Nothing here creates a partnership, joint venture, employment, or agency relationship.

Third parties. A person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its provisions.

Notices. We will send notices to the email address on your account. Send notices to us at [email protected], and for formal legal notices also to our registered office.

About Privas AI

Privas AI is a privacy-first AI assistant platform designed to help organizations deploy conversational AI representatives on their websites.

The platform uses domain-scoped knowledge retrieval to ensure that AI responses are generated only from authorized knowledge sources.

Learn more about Privas AI:

Contact

If you have questions regarding these terms or policies, please contact:

Privas Intelligence Ltd Email: [email protected] Website: https://privas.ai Registered in England and Wales, company number 17195166 Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom Operations: Jakarta, Indonesia