Terms of Service

2.1 What the Service Is Built On

The Service is a product built on top of one or more third-party AI model providers and cloud infrastructure providers. We are not the developer of the underlying models. We select, combine, orchestrate, meter and support them, and we add the workflow, branding, billing and safety layers that make them usable as a product.

For any given request we may route the work to whichever provider offers, at that moment, the best available combination of price, quality and availability — a standard market check that helps you get the best rate for the work. We may add, remove, substitute or re-route providers at any time without notice, provided the output remains materially fit for the feature you selected.

Providers change their availability, pricing and content policies from time to time, and individual models may be withdrawn or may refuse a request under their own policies. We are not responsible for those changes, but we will not charge you for work a provider does not deliver.

A list of the categories of provider and subprocessor we use is available on request, and we will publish that list. We will keep it current as providers change.

2.2 Managed Credits and Bring-Your-Own-Account

Many products can be operated either on Knotie credits (we contract with the provider and bill you in credits) or on a "Bring Your Own Account/API key" (BYOA) basis, in which case you contract with and pay the underlying provider directly and their terms govern that usage. The features available to you depend on your plan, the products you enable and your role.

3.1 Our Right to Disable an Account

We may disable, restrict or suspend any account where we reasonably believe these Terms have been breached, where there is a security or payment risk, or where we are required to do so by law or by a provider.

4.1 Partner Responsibilities

• Partners are responsible for their customers’ compliance with these Terms and for their customers’ use of the Service
• Partners must obtain the consents and provide the notices required for the data and content their customers process
• Partners must maintain the confidentiality of their customers’ information
• Partners are responsible for setting, publishing and honouring the prices they charge their customers
• Partners remain liable to us for all charges incurred under their tenancy, including charges incurred by their customers

4.2 Flow-Down Terms (Mandatory)

Partners must put in place written terms with each of their customers that are at least as protective as these Terms. As a minimum, those terms must bind the customer to:

• the content and consent rules in section 8.3 (rights in uploads, likeness and voice consent, no minors’ likenesses, no infringing or unlawful content)
• the acceptable use rules in sections 8 and 12
• the ownership, licence and no-training position in section 11
• the retention and deletion position in section 14
• the prohibition on onward resale, sublicensing or white-labelling in section 5.2
• a limitation of liability and indemnity no less protective of us than sections 15 and 16

4.3 The Documents We Supply Satisfy the Flow-Down

The default white-label Terms of Service and Privacy Policy we supply, and keep updated, satisfy section 4.2. A partner who leaves them in place at the standard white-label routes has met the flow-down obligation and need do nothing further.

Those default documents name the technology and infrastructure providers who operate the service on the partner’s behalf — which includes us — as intended beneficiaries entitled to enforce the content, ownership, permitted-use, liability and indemnity sections directly against the partner’s customer. That is how the protection required by section 4.2 reaches us without the customer ever being shown our name.

A partner who replaces or edits those documents must keep protections at least equivalent, including an equivalent third-party beneficiary right for the providers who operate the service. A partner whose own documents fall short remains liable to us under section 16 for the difference.

4.4 Customer Access

• Customers may access the Service through their partner’s portal, under the partner’s brand
• Customer data is segregated and is accessible only to the partner that manages that customer
• Customers must comply with these Terms and with any additional terms set by their partner
• Where a partner’s terms conflict with these Terms, these Terms govern the operation of the Service itself, and the platform-level content, AI and data rules apply regardless of the branding the customer sees

5.1 What Partners May Do

Partners must not remove or obscure the platform’s underlying copyright notices or attributions in the software, and are responsible for ensuring their branding and marketing claims comply with the law.

• Present the customer portal, landing pages and experiences under their own brand, colours, logo and domain
• Resell any product enabled on their plan to their own customers, at prices they set
• Act as merchant of record for their customers and bill them directly, including through connected payment accounts
• Configure and customise the experience using the branding and configuration options we provide
• Connect their customers to official tooling we publish, including the studio’s MCP tools, agent connections and documented APIs, as we provide and configure them

5.2 Official Surfaces Only — No Wrappers, Proxies or Competing Platforms

The licence to resell is limited to reselling the experience as delivered, through the platform’s official surfaces: the white-label portal or portals, the landing pages and experiences, and the official tools, MCP endpoints and APIs, as provided and configured by us.

You must not:

• Use our APIs, MCP servers, tokens, credentials or any part of the Service to build, host or operate your own separate platform, product or wrapper
• Proxy, relay or re-expose our endpoints, provider access, model access or infrastructure to any third party
• Bundle the Service into a competing offering, or resell it to another reseller, or enable a customer to do either
• Use the Service to build, train, benchmark or evaluate a competing platform or gateway

5.3 Permitted Use and No Onward Resale — By Product

The same rule applies across the catalogue: the buyer of a product gets full use of that product for their own business, including serving their own end users where the product is designed for that — but never the right to resell, sublicense or re-expose the underlying service to third parties. Product-specific points:

• Hosted servers, VPS and one-click apps. The customer gets full control of their own server, including root and SSH access, and may install and host applications, run their own workloads and use it for their own research or business. They must not resell, sublease, rent or otherwise provide the server or its capacity to third parties, or operate a hosting or reseller business on it. They are responsible for what they host, for securing and updating it, and for their own backups. Acceptable use applies (no spam, attacks, illegal content or abusive mining), the data-centre provider’s terms apply, and we may suspend for abuse or non-payment.
• AI gateway, model access and agent tokens. Keys and tokens are issued for the holder’s own applications and internal purposes. Building their own applications on their own key is the product and is permitted. Reselling or redistributing raw model access, sharing keys, operating a public proxy, or building a competing gateway or wrapper that re-exposes our access to third parties is not. Rate limits and spend limits apply, charges are metered per usage, and keys are secrets. Requests are routed to third-party model providers selected for price, quality and availability, and those providers’ terms and content policies flow down to the usage.
• Generative media studio. Outputs may be used commercially without limit (section 11.3). The studio itself — including its MCP tools and API access — may not be resold, sublicensed, white-labelled or offered to third parties as a service.
• Voice and chat agents, CRM, websites, MCP gateway and other experiences. The customer may use the delivered product for their own business, including serving their own customers and end users where the product is designed for that — an AI receptionist answering their calls is exactly the intended use. What they may not do is resell or white-label the service itself, or re-expose our APIs, tokens or infrastructure to third parties as a service.
• Partners. Partners may resell every product, but only through official surfaces and tools, and only under section 5.2. The flow-down obligation in section 4.2 covers all products, not just generative media.

5.4 Breach of This Section

Any integration or use outside this section requires our prior written agreement. Breach of this section is a material breach: we may suspend or terminate the account immediately, revoke keys and tokens, and no refund of fees or credits is due.

6.1 Licence Grant

Subject to your compliance with these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Service for your own business purposes and, where your plan permits, to resell it to your own customers under section 5.

6.2 Restrictions

You must not:

• Reverse engineer, decompile or disassemble the Service, except to the extent that restriction is prohibited by law
• Attempt to gain unauthorised access to the Service, other tenants’ data, or any related system
• Use the Service to store or transmit malicious code or infringing material
• Interfere with or disrupt the integrity, security or performance of the Service
• Build a competing product using the Service, or use it to extract provider capabilities for a third party
• Exceed the usage limits, rate limits or call volumes applicable to your plan, or circumvent metering, quotas or safety filters

6.3 API Usage and Rate Limits

Use of our APIs and MCP endpoints is subject to rate limits, quotas and other restrictions set out in our documentation. We may throttle, suspend or block access that exceeds reasonable usage patterns, threatens platform stability, or breaches a provider’s policy.

6.4 Automated Agents and MCP Access

The Service can be driven by automated agents as well as by a person: the in-portal AI director agent, scheduled automations, and your own or your customers’ agents connecting over MCP tokens or API keys.

Work performed by an agent acting under your credentials is your use of the Service, is billed to your account, and is your responsibility in exactly the same way as work you perform by hand. You are responsible for the instructions you give an agent, for the ceilings you set, and for anything the agent does within them.

Where the Service offers spend ceilings, quotes, approval steps or per-token limits, you are responsible for configuring them appropriately. Quotes shown before work runs are estimates (see section 10.4). Work that fails, is blocked by a content policy, or times out is refunded in full.

Tokens and API keys are secrets. Treat a leaked token as a leaked credit balance and revoke it immediately; we are not liable for spend incurred before you tell us.

7.1 Your Obligations and Ours

When you use these providers and integrations:

• You are responsible for complying with the terms of service and acceptable use policies of the providers whose capabilities you consume through the Service
• For BYOA products you must supply valid credentials and contract with and pay the underlying provider directly
• We are not responsible for the availability, functionality, pricing, content policies or actions of third-party providers
• You acknowledge that we transmit your content and data to providers on your behalf in order to deliver the Service
• We do not name individual providers in this document; the categories above, and the subprocessor list we make available on request and will publish, describe who processes your data

7.2 Provider Change and Generative Media

Generative media features depend on third-party model providers. Availability, pricing and content policies of those providers may change, and individual models may become unavailable or refuse a request under their own policies; we refund any credits charged for work a provider does not deliver.

Where a provider withdraws a capability, changes its policy, or ceases to be commercially viable, we may substitute another provider, change how a feature works, or discontinue that feature on reasonable notice. This is not a breach of these Terms.

8.1 Hosting and Deployed Applications

• You must not host, store or distribute malware, illegal content, or material that infringes the rights of others
• You must not use provisioned servers for unauthorised network scanning, denial-of-service activity, or attacks on other systems
• You are solely responsible for securing, updating and lawfully operating any application you deploy
• We may suspend or terminate infrastructure in response to abuse reports, security threats, or valid legal or takedown notices

8.2 AI Agents, Automations and Communications

• You must not use voice, chat or automation agents to impersonate a person or organisation without their consent
• You must comply with all laws governing automated calls, messaging and consent, and obtain any required disclosures and opt-ins
• You must not use the AI API Gateway, the MCP Gateway or automations to generate unlawful, harmful or infringing output, or to circumvent a provider’s usage policy or safety filters
• You must disclose the automated nature of an AI agent where the law requires it

8.3 Generative Media — Content, Rights and Consent

Content can reach the Service in two ways: through the web interface, and programmatically — through our API, through MCP tools, through the in-portal director agent, or through your own or your customers’ agents. The rules below apply identically to both.

By uploading, referencing or submitting any input — images, video, audio, likenesses, voices, logos, text, documents or model training data — you represent and warrant that you own it or hold all rights, licences and consents necessary for us and our providers to process it and to produce the output you asked for.

In particular, you must not use another person’s image, likeness or voice without that person’s explicit, informed and documented consent, and you must not upload or reference images of minors for likeness, persona or character-training features at all.

Where the interface asks you to confirm that you hold those rights and consents, we record that confirmation against the upload (consent capture) and may rely on it. Where content is submitted programmatically there may be no on-screen consent step: use of the API, MCP or agent surface is itself your representation and warranty that you hold every right and consent required for that input and for your use of the resulting output. Accountability is identical either way.

The account holder is at all times the owner of, and the sole accountable person for, all inputs and outputs on the account — however they were submitted, and whichever agent submitted them under the account’s tokens. We act on your instructions, we do not review content before it is generated, and we are not responsible or liable for your inputs, for the actions of agents operating under your credentials, or for the use you make of any output.

• No content that infringes copyright, trade marks, design rights, database rights or any other right
• No sexual content involving minors, and no depiction of a minor in a sexual or suggestive context — we operate a zero-tolerance policy on child sexual abuse material and report it to the appropriate authorities
• No non-consensual intimate imagery, and no sexualised depiction of a real person without their explicit consent
• No deceptive synthetic media ("deepfakes") of real people or organisations, including fabricated statements, endorsements or events
• No harassment, bullying, threats, or content that incites violence or hatred
• No content designed to mislead about elections, voting or public health, and no unqualified medical, legal or financial advice presented as professional advice
• No content that facilitates weapons, explosives, illegal drugs, malware or attacks on systems
• No attempt to circumvent safety filters, moderation, watermarking or provider policies, and no use of the Service to benchmark or scrape underlying providers

8.4 Moderation, Refusal and Removal

The Service and its providers apply automated content moderation. We may refuse, block, remove, quarantine or restrict any input or output that we or a provider reasonably consider breaches these Terms, a provider policy, or the law — before, during or after generation, and without prior notice where the risk requires it.

Where work is refused or blocked, the credits charged for that work are refunded in full. Refusal is not a judgement about you, and a refund is your sole remedy for a refused generation.

We do not pre-screen content and are under no obligation to monitor it. Where we do act, we do so to protect the Service, our providers and other users, and doing so does not make us responsible for content we did not act on.

10.1 Plans, Credits and Metered Billing

We offer subscription plans, prepaid credit packs and metered (usage-based) billing across different products. Fees are those set out on our pricing page or in a separate written agreement with you. Some products consume Knotie credits; others (including BYOA and certain infrastructure) are billed on usage or on pass-through provider cost.

Credits are prepaid, are consumed as work is performed, and have no cash value. Except for failed or blocked work (section 8.4 and section 10.4) and except where the law requires otherwise, credits are non-refundable and non-transferable. Unused credits may expire where the plan says so.

We may change prices, credit rates and plan contents at any time. Changes take effect for new purchases and, for recurring plans, at the start of the next billing period after we give you notice.

10.2 Partner Markup and Reseller Billing

Partners may set their own markup for their customers, including per-minute, per-message, per-seat, per-server, per-generation and subscription pricing. Where a partner bills its own customers, the partner is responsible for:

• Setting and publishing prices for its customers
• Communicating pricing terms, including that credit figures shown before work runs are estimates
• Managing billing, refunds, chargebacks and disputes with its customers
• Any platform fees applicable to payments processed through the Service
• All taxes arising on its own sales

10.3 Payment Terms

• All fees are exclusive of VAT and other taxes unless stated otherwise, and you are responsible for any taxes arising on your purchases
• Payments are due according to the billing cycle for your plan or as usage is incurred
• For BYOA products you remain responsible for fees charged directly by the underlying provider
• We may suspend access to the Service, to credits or to provisioned infrastructure if payment is not received when due
• All fees are non-refundable unless required by law or expressly stated otherwise in these Terms
• You must keep a valid payment method on file where your plan requires one, and you authorise us to charge it for amounts due

10.4 Generative Media Credits and Estimates

Generative media features (image, video and audio generation, editing, restoration and character training) are billed in credits. Credit amounts shown before you or your customers start a generation are estimates. They are calculated from our third-party providers' published rates and from the options selected, and the actual amount charged may differ slightly — for example where a provider bills by measured output length, rounds a duration or a resolution, or charges per unit of text. The amount actually charged for every generation is recorded against the account and is visible in the Usage section of the billing area. Generations that fail, are blocked by a content policy, or time out are refunded in full. Partners set their own markup on these credits and are responsible for how that markup is presented to their customers.

10.5 Billing Queries

Every generation and every call is recorded against your account with the amount charged. If you believe you have been charged in error, tell us within 60 days of the charge and we will investigate against those records. Raising a query does not suspend your obligation to pay undisputed amounts.

11.1 Our Intellectual Property

The Service — including its software, design, text, graphics, prompts, templates, workflows and documentation — is owned by us or our licensors and is protected by copyright, trade mark and other intellectual property laws. These Terms grant you no rights in our trade marks, logos or brand features except as needed to resell the Service under section 5.

11.2 Your Content

You retain ownership of the content, data and applications you upload to, submit to or deploy on the Service. You grant us a worldwide, non-exclusive, royalty-free licence to host, store, reproduce, transmit, adapt and process that content, and to pass it to our providers, solely so that we can provide, secure, bill for and support the Service and produce the outputs you request. This licence ends when the content is deleted, except for copies retained under section 14 or required by law.

11.3 Ownership and Licence of Generated Outputs

As between you and us, you own everything you create with the Service and receive a full commercial licence to use it — images, video, audio, character models, storyboards, films, text and any other output — including for advertising, resale of the output as part of your own work, and any other lawful commercial purpose. We claim no ownership in your outputs and charge no royalty on them.

That ownership is subject to three real-world limits, which you accept: (a) third-party rights in whatever you put in — we cannot give you rights in someone else’s photograph, brand or likeness; (b) the law of the country where you use the output; and (c) the terms of the underlying model providers, which typically do not warrant that an output is unique, original or protectable by copyright. Similar or identical outputs may be generated for other users, and some jurisdictions do not recognise copyright in purely machine-generated material.

Where an output is refused, blocked or removed under section 8.4, no licence is granted in it and you must not attempt to use, recover or redistribute it.

11.4 No Training on Your Content

We do not use your inputs, prompts, references or outputs to train, fine-tune or improve general-purpose AI models, whether for our benefit or a third party’s, and we do not sell them or licence them to anyone for that purpose. We contract with our providers on terms intended to achieve the same result for content we send them.

There is one exception, and it exists only because you ask for it: customer-requested training. Where you deliberately submit your own images or material to a feature that trains a character, persona or style model for you, we will train that model on exactly that material. The resulting model is private to your account and is used only on your instructions. You warrant that you hold all rights and consents in the material you submit for training, including the explicit consent of any person whose likeness or voice it contains.

We may change this position only by updating these Terms and giving you notice under section 20. Any broader use of your content for model training would be opt-in.

We may use aggregated, de-identified statistics (for example, volumes, error rates, latency and feature usage) that do not identify you, your customers or your content, to monitor, secure and improve the Service.

11.5 AI Outputs Are Not Guaranteed

AI systems are probabilistic. Outputs may be inaccurate, incomplete, offensive, out of date, unsuitable for your purpose, or similar to other outputs. You are responsible for reviewing every output before you use, publish or rely on it, and for confirming that its use is lawful in your market and appropriate for your audience.

We do not warrant that any output is accurate, original, unique, non-infringing, fit for a particular purpose, or capable of protection as intellectual property. Nothing produced by the Service is professional advice.

13.1 No Guaranteed Service Level

Unless we have signed a separate written service level agreement with you, no uptime, response time, throughput or generation-time commitment is guaranteed, and no service credits are payable for downtime. Availability targets are goals, not warranties.

The availability and performance of third-party providers and resold infrastructure are governed by those providers’ own service levels and are not guaranteed by us. A provider outage, rate limit, policy change or withdrawal is not a breach of these Terms by us.

14.1 Security

No method of transmission or storage is completely secure, and we do not warrant that the Service cannot be compromised. You are responsible for the security of your own credentials, devices, deployed applications and connected systems.

• We encrypt data in transit and encrypt sensitive data at rest
• Access to production data is restricted to authorised personnel
• We review and update our security practices and maintain incident-response procedures
• We comply with applicable data protection law and expect the same of you

14.2 What We Keep, and Why

We keep records of the prompts, references, settings and generated outputs associated with your account, and the billing and audit trail for each generation (what was requested, which capability served it, what it cost and what happened to it).

We keep these records so that: your media library works and you can find, re-run and re-use your own work; we can bill accurately and answer billing queries; we can investigate abuse, fraud and security incidents; and we can meet our legal, tax and regulatory obligations.

While the account is open we keep them for as long as it is open. After it closes — or after a verified deletion request — one published schedule applies, and it is the same schedule in our Privacy Policy and in the white-label documents we supply:

• Uploads and generated media — deleted within 90 days of account closure, or within 90 days of a verified deletion request. Generated media that is not pinned or saved may expire sooner, according to the retention period published in the product
• Records of prompts, references, settings and outputs, and the billing and audit trail for each generation — retained for up to 12 months after closure, longer only where the law requires it or a legal hold applies, and then deleted or anonymised
• Backups holding that data — purged within 90 days after the period above ends
• Aggregate usage and billing records visible to you as a partner — kept for the statutory accounting periods that apply to them

14.3 Deletion Requests and Legal Holds

You may ask us to delete specific content or your account data at any time, and the schedule in section 14.2 applies from the date we verify the request. Deletion is subject to any legal hold and to the billing and audit records we are required to keep. Where we cannot delete data we anonymise it instead.

If you want the whole account erased rather than particular content, you can start that yourself from Partner Settings — section 17.2 sets out how it works.

14.4 International Processing

Your content and data may be transferred to, stored in and processed by providers located outside the United Kingdom and the European Economic Area. Where that happens we rely on appropriate safeguards, including the UK International Data Transfer Agreement or Addendum and the EU Standard Contractual Clauses, or on an adequacy decision where one applies.

14.5 Your Compliance

You are responsible for ensuring that your use of the Service, and your customers’ use of it, complies with all applicable laws — including data protection, consumer protection, marketing and telecommunications law, and any sector rules that apply to you.

15.1 The Service Is Provided "As Is"

To the fullest extent permitted by law, the Service and all outputs are provided "as is" and "as available", without warranty of any kind, express or implied. We exclude all implied terms, conditions and warranties, including as to satisfactory quality, fitness for a particular purpose, accuracy, originality, non-infringement and uninterrupted operation.

We do not warrant that the Service will meet your requirements, that defects will be corrected, that any particular provider or model will remain available, or that outputs will be accurate, unique or fit for your purpose.

15.2 Losses We Exclude

To the fullest extent permitted by law, we are not liable for any indirect, incidental, special, consequential or punitive loss, or for any of the following however arising, whether or not foreseeable:

• Loss of profit, revenue, business, contracts or anticipated savings
• Loss of goodwill or reputational damage
• Loss or corruption of data, content or generated media
• Business interruption, downtime, or the cost of substitute services
• Losses arising from third-party providers, their outages, policy changes, refusals or price changes
• Losses arising from content you or your customers submitted, or from your use of any output

15.3 Cap on Our Liability

Subject to section 15.4, our total aggregate liability to you arising out of or in connection with these Terms and the Service, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the total fees you paid to us in the 12 months immediately before the event giving rise to the claim, or £100, whichever is the greater.

15.4 What We Never Exclude

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited. If you are a consumer, nothing in these Terms affects your statutory rights.

16.1 If You Are a Consumer

If you are a consumer, you are responsible for loss or damage we suffer that is a foreseeable result of your breach of these Terms or your unlawful use of the Service, and nothing in these Terms makes you liable beyond what the law allows. Loss or damage is foreseeable if it is obvious that it will happen, or if both of us knew it might happen when you accepted these Terms.

Nothing in this section affects your statutory rights.

17.1 On Termination

• You must stop using the Service and remove all integrations
• Provisioned infrastructure and deployed applications may be deprovisioned and their data deleted — export anything you want to keep before you terminate
• Generated media and account data are deleted or anonymised according to section 14.2, or according to section 17.2 where you asked us to erase the account
• Unused credits are forfeited except where the law requires otherwise
• You remain liable for outstanding fees, including amounts owed directly to BYOA providers
• Licences granted in outputs you lawfully created before termination survive; all other licences end
• Sections that by their nature should survive termination (including sections 8.3, 11, 14, 15, 16, 18 and 19) survive

17.2 Account Deletion and Data Erasure

You can ask us to erase your partner account from Partner Settings → Danger zone. Our Privacy Policy describes the process in full, in the sections headed “Deleting a Partner Account” and “What Anonymisation Does, and What Survives It”. In outline, and as a matter of these Terms:

• Request. You confirm the request in the product and receive a reference id. Only one request can be open on an account at a time
• Review. We review every request before it takes effect. We may decline one — for example while there is an unpaid balance on the account or an active legal dispute — and where we do, we give you the reason
• 30-day period. Approval starts a 30-day period before anonymisation. You keep your access throughout it, so you can download a full export of your data, and you may withdraw the request at any time until anonymisation begins
• Anonymisation. At the end of that period we anonymise the account and its data across our systems

17.3 What Erasure Does, and What We Still Keep

Erasing the account cancels any subscription still live on it at anonymisation, so that an erased account is never charged again, and ends access for you, your team and your customers — their portal logins stop working, and the agents, numbers, automations and content you ran for them stop with the account. Telling your customers, and meeting whatever you owe them under your own terms, is your responsibility and should happen before the anonymisation date.

Anonymisation is irreversible. We cannot restore an anonymised account, its customers or its content, and a request cannot be withdrawn once anonymisation has started. Export anything you want to keep during the 30 days.

Erasure does not cancel what the law requires us to keep. Invoices, receipts, payment records, credit and telephony ledgers, audit and consent records and telecoms regulatory records are retained for the statutory period — six years for financial records — with personal identifiers removed where the law allows. Erasure also does not discharge amounts you still owe us, and it does not end the sections of these Terms that survive termination. Your email address is added permanently to our marketing suppression list so that we never market to it again.