Terms of Service

02What Humoniq provides

Humoniq is an application programming interface. You send us the context of a customer interaction and we return a generated or refined response, a predicted intent, factor scores and, when you ask for them, suggested next actions. We provide the API, the documentation and the environments you need to integrate it.

Humoniq does not send messages to your customers, does not connect itself to your systems, and never carries out a suggested action on its own. Every output is returned to you, and it is your software or your people that decide what happens next. That boundary is deliberate and it does not change.

03Access, keys and accounts

Access is granted by request while the Service is in limited access. Keys we issue are scoped to your organisation and to a single environment, and they are confidential. You are responsible for everything done with your keys, whether or not you authorised it.

• Keep keys server-side. Never place them in a browser, a mobile application, a public repository or a support ticket.
• Do not share keys outside your organisation, and do not resell or sublicense access to the Service.
• Tell us as soon as you suspect a key has been exposed, using the contact details at the end of this page, so we can rotate it.
• Keep the contact details on your account current, because that is where we send security and breaking-change notices.

04Acceptable use

You may use the Service to draft, refine and route communications with your own customers. You may not use it for anything unlawful where you operate or where the people you are writing to live. Specifically, you agree not to use the Service for any of the following.

• Impersonating a real person, company or public body, or presenting an output as having come from someone who did not write it.
• Generating messages intended to deceive, defraud, harass, threaten or intimidate anyone.
• Unsolicited bulk messaging, or any communication to a person who has opted out of hearing from you.
• Producing legal, medical or financial advice presented as if it came from a qualified professional.
• Reverse engineering, extracting or replicating the models behind the Service, or using outputs to train a competing system.
• Probing, scanning, load-testing without agreement, or otherwise circumventing rate limits and access controls.

If you are unsure whether an intended use falls the wrong side of this list, ask us before you build it. We would far rather answer the question early than withdraw access later.

05Your data and your customers' data

You keep ownership of everything you send us and everything we return to you. We process interaction content solely to produce a response for you and to operate, secure and support the Service.

We do not use your interaction content to train models shared with other customers. Refinement based on outcome signals happens inside your own account and stays there.

You are responsible for having a lawful basis to send us the personal data contained in your interactions, and for telling the people it concerns what you do with it. How we handle personal data is set out in our Privacy Policy, which forms part of these terms.

06Outputs and how you use them

Outputs are produced by a statistical system. They can be wrong, incomplete or badly judged for a particular customer, and the confidence and factor scores we return are estimates rather than guarantees.

You decide what reaches your customers, so you are responsible for it. Where a wrong answer carries real consequences, such as billing, contractual, legal, medical or safety matters, keep a person in the loop and use the returned scores to gate anything that sends automatically.

We claim no ownership of the outputs returned to you. Because outputs are generated, similar or identical text may be produced for another customer from similar inputs, and we cannot promise any output is unique.

07Intellectual property

The Service, including the API, the models behind it, the documentation and this website, remains ours along with every intellectual property right in it. These terms grant you a limited, non-exclusive, non-transferable right to use the Service while your access is active, and nothing further.

Feedback you send us about the Service may be used freely and without obligation or payment. We will not name you as its source without asking you first.

08Availability and changes to the Service

The Service is in limited access and under active development. Endpoints, response fields and defaults will change as it matures. We version the API so that a breaking change arrives as a new version rather than as a surprise on a Monday morning, and we give reasonable notice before retiring a version.

We do not promise uninterrupted availability unless a specific service level is written into a signed agreement with you. Maintenance, incidents and outages at our own providers will happen, and we will keep you informed when they do.

09Fees

While the Service is in limited access, fees are whatever is set out in the access agreement or order form we agree with you. Where no fees are stated, access is provided free of charge and may be changed or withdrawn on reasonable notice.

Where fees do apply they are exclusive of taxes, which you are responsible for. Usage is measured by the token counts returned on every response, so you can reconcile any invoice against your own logs rather than taking our word for it.

10Confidentiality

Each of us may receive information from the other that is not public and that a reasonable person would treat as confidential. Neither of us will disclose the other's confidential information to anyone else, except to people and providers who need it to make the Service work and who are under equivalent obligations.

This does not apply to information that is already public, that was already known without a duty of confidence, or that either of us is legally compelled to disclose. Where disclosure is compelled and we are permitted to tell you, we will.

11Disclaimers

To the fullest extent the law allows, the Service is provided as it is and as available, and we exclude all implied warranties, including any implied warranty of merchantability, fitness for a particular purpose, accuracy and non-infringement.

We do not warrant that the Service will be uninterrupted or error-free, that outputs will be accurate or suitable for a given customer, or that any commercial result will follow from using it.

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, or for fraud.

12Limitation of liability

Neither of us is liable to the other for indirect, incidental, special, punitive or consequential loss, or for lost profits, lost revenue, lost goodwill, lost business or lost or corrupted data, however that loss arises and even if the possibility of it was known.

Our total aggregate liability arising out of or relating to the Service is limited to the total amount you paid us for the Service in the twelve months before the event giving rise to the claim. Where access has been provided free of charge, our liability is limited to the fullest extent the law allows.

These limits apply to every claim, whether in contract, in tort including negligence, or otherwise, and they survive the end of your access.

13Indemnity

You will defend us against third-party claims arising from your use of the Service in breach of these terms, from content you sent us that you had no right to send, and from communications you sent to your customers based on outputs. You will cover the damages and reasonable costs finally awarded in those claims.

We will tell you promptly about any such claim, let you control the defence of it, and give you reasonable help at your expense. You will not settle a claim in a way that admits fault on our part without asking us first.

14Suspension and termination

You can stop using the Service at any time. We may suspend or end your access if you materially breach these terms, if your use threatens the security or stability of the Service or another customer, or if we are required to by law. Where circumstances allow, we will tell you first and give you a fair chance to put it right.

We may also end the limited access programme generally, on reasonable notice. If we do, we will help you export what is yours and we will refund any fees you have paid for a period you no longer get to use.

Sections covering your data, intellectual property, confidentiality, disclaimers, liability and indemnity continue to apply after access ends.

15Changes to these terms

We may update these terms as the Service changes. The effective date at the top of this page tells you when the current version took effect, and we will email active customers before a material change applies to them rather than relying on you to check.

Continuing to use the Service after a change takes effect means you accept the new version. If you do not, tell us and stop using the Service, and we will refund any fees covering the period you have not used.

16Governing law and disputes

The governing law, and the courts that hear any dispute, are set out in the access agreement or order form you signed with us. Where no such agreement is in place, these terms are governed by the law of the place in which Humoniq is established, and we both submit to the exclusive jurisdiction of the courts of that place.

Before either of us starts proceedings, we both agree to raise the issue in writing and to spend thirty days genuinely trying to resolve it between us. This does not stop either of us seeking urgent injunctive relief where it is genuinely needed.

17Contact

Questions about these terms, including anything you would like changed before you sign, go to our legal address below. Questions about getting access go to our access address, or use the form on the home page.

We read both ourselves. You will get a person, not a ticket number.