Terms of Service

1. Parties

PlugZero (the "Service") is provided by Plughathon Limited, a company registered in England and Wales ("PlugZero", "we", "us"). The Service is offered to businesses and individual professionals (the "Customer", "you", "your").

2. Eligibility and account

• You must be at least 18 years old and legally capable of entering a contract.
• If you accept these Terms on behalf of a company, you represent that you have authority to bind that company.
• You agree to provide accurate registration information and keep it up to date.
• You are responsible for keeping your credentials secure and for all activity under your account.
• One individual or legal entity may not maintain more than one free account.

3. Licence and acceptable use

Subject to your compliance with these Terms and your timely payment of any applicable fees, PlugZero grants you a non-exclusive, non-transferable, revocable licence to access and use the Service for your internal business purposes during the term of the Agreement.

You agree not to:

• Reverse-engineer, decompile, or otherwise attempt to derive the source code of the Service (except to the extent expressly permitted by applicable law).
• Use the Service to violate any applicable law or regulation.
• Upload any personal data that you are not lawfully entitled to process, or any special-category personal data (UK GDPR Article 9 / EU GDPR Article 9) without a separate written agreement with PlugZero.
• Upload any personal health information (PHI) regulated under US HIPAA without a signed Business Associate Agreement (BAA).
• Upload content that infringes intellectual-property rights of any third party.
• Attempt to probe, scan, or test the vulnerability of the Service, or breach any security measure.
• Use the Service to develop a competing product, or to train any AI model on data derived from the Service.
• Resell, sublicense, or commercially exploit access to the Service without our prior written consent.

4. Fees, billing and trials

• Paid plans are billed in advance on a monthly or annual basis. Fees are non-refundable except where required by law or expressly stated in these Terms.
• You authorise us (or our payment processor) to charge your payment method for the applicable fees.
• If you cancel a paid plan mid-cycle, your subscription will remain active until the end of the then-current billing period; no partial refund will be given except where required by law (e.g. under the Consumer Rights Act 2015 where applicable).
• Downgrading your plan may cause loss of features, capacity, or Customer Data. PlugZero is not liable for such loss; please export your data before downgrading.
• If you are a consumer (i.e. acting wholly or mainly outside your trade, business, or profession), you have additional rights under the Consumer Rights Act 2015 — see Section 14.
• Trial periods are free of charge; we may suspend or terminate a trial at any time at our discretion.
• Late payment may result in suspension of the Service after we have given you reasonable notice.
• We may change our prices for the next renewal cycle on at least 30 days' notice. Continued use after the price change takes effect constitutes acceptance.

5. Intellectual property

Your data. You retain all rights, title, and interest in the data you upload to the Service ("Customer Data"). You grant PlugZero a limited, non-exclusive licence to use Customer Data solely as necessary to provide the Service and comply with your documented instructions.

Our IP. The Service, including its software, design, branding, trademarks, and documentation, is and remains the property of Plughathon Limited or its licensors. Nothing in these Terms transfers ownership to you.

Feedback. You grant us a perpetual, irrevocable, royalty-free licence to use any feedback or suggestions you provide to improve the Service.

AI-generated outputs. Subject to your payment of the relevant fees and your compliance with these Terms, you may use AI-generated outputs (sentiment summaries, topic clusters, SWOT cards, key drivers, AI chat answers) for your internal business purposes. Outputs are provided "as is" and are not a substitute for human judgement; you are responsible for reviewing and validating any output before acting on it.

6. Data protection

Where you upload personal data to the Service, you are the controller and we are the processor (UK GDPR / EU GDPR Article 28). Our Data Processing Addendum applies and is incorporated into these Terms by reference. The Privacy Notice describes how we handle personal data for our own purposes (as a controller).

You acknowledge that the Service includes AI features that may involve automated decision-making (UK GDPR Article 22). AI outputs are not a substitute for human judgement; you must not use them as the sole basis for decisions that produce legal or similarly significant effects on individuals.

7. Service availability and modifications

• We aim for high availability but do not guarantee uninterrupted access. Scheduled maintenance is announced in advance where reasonably practicable.
• We may modify the Service to add features, fix bugs, or reflect changes in third-party services (including LLM providers).
• For material changes that materially reduce functionality, we will give you at least 30 days' notice (email + in-app) and, if you do not accept the change, you may terminate and obtain a pro-rata refund.
• We may suspend the Service to deal with emergencies, security incidents, or where you breach these Terms, after reasonable notice where practicable.

8. Termination

• You may cancel at any time via account settings. An email or phone request is not a valid cancellation.
• We may terminate or suspend your account for breach of these Terms, non-payment, or where required by law. For non-payment, we will give you reasonable opportunity to cure.
• On termination, you have 30 days to export your Customer Data. After 30 days, we will delete or anonymise Customer Data in accordance with our DPA.
• Termination does not relieve you of any obligation to pay accrued fees.

9. Warranties and disclaimers

The Service is provided "as is" and "as available". To the maximum extent permitted by law, we disclaim all warranties, conditions, and representations of any kind, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.

We do not warrant that the Service will be uninterrupted, secure, or free of harmful components, or that any defects will be corrected.

AI-generated outputs are based on probabilistic models and may be inaccurate, incomplete, or biased. You should not rely on AI outputs as a substitute for professional advice.

Nothing in these Terms excludes or limits any warranty or right that cannot be excluded or limited under applicable law, including statutory warranties under the Consumer Rights Act 2015 (where applicable).

10. Limitation of liability

To the maximum extent permitted by law:

• We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, data, goodwill, or business opportunity.
• Our total aggregate liability arising out of or relating to these Terms shall not exceed the greater of (a) the fees paid by you to us during the 12 months immediately before the event giving rise to the liability, or (b) £100.
• Nothing in these Terms limits or excludes liability for: (i) death or personal injury caused by negligence; (ii) fraud or fraudulent misrepresentation; (iii) breach of statutory duty; (iv) liability that cannot be excluded under applicable law (including data-protection law).

11. Indemnity

You will defend, indemnify, and hold harmless Plughathon Limited from and against any third-party claim arising out of (a) your breach of these Terms, (b) your unlawful upload of Customer Data, or (c) your use of AI-generated outputs.

12. Governing law and disputes

These Terms are governed by the laws of England and Wales. The parties submit to the exclusive jurisdiction of the courts of England and Wales in respect of any dispute, except that consumers (acting wholly or mainly outside their trade, business, or profession) may bring proceedings in the courts of their place of residence.

The European Commission's online dispute-resolution platform is available at ec.europa.eu/consumers/odr. PlugZero is not obliged to use alternative dispute resolution.

13. Changes to these Terms

We may update these Terms from time to time. We will give you at least 30 days' notice by email and in-app for material changes. If you do not accept the change, you may terminate before the change takes effect and obtain a pro-rata refund. Continued use after the change takes effect constitutes acceptance.

14. Consumer rights (UK / EU)

If you are a consumer (i.e. acting wholly or mainly outside your trade, business, or profession), you have additional statutory rights, including:

• Consumer Rights Act 2015 — the Service must be of satisfactory quality, fit for purpose, and as described.
• Right to cancel — for distance contracts, you may have the right to cancel within 14 days of the contract (subject to the exceptions in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including where you have started using a digital service and consented to immediate performance).
• Right of redress — if the Service is faulty, you may request repair, replacement, or a price reduction or refund.

Nothing in these Terms removes or reduces your statutory rights as a consumer.

15. General

• Severability — if any provision is held invalid, the remainder stays in force.
• No waiver — failure to enforce a right is not a waiver.
• Assignment — we may assign these Terms in connection with a merger or sale; you may not assign without our consent.
• Third-party rights — these Terms do not give rights to any third party except as expressly stated.
• Force majeure — neither party is liable for delays or failures caused by events outside reasonable control.
• Entire agreement — these Terms (together with the DPA, where applicable) are the entire agreement between you and us in respect of the Service.

16. Contact

Questions about these Terms? Email legal@plugzero.app or write to:

Plughathon Limited
[Registered office address]
England and Wales
Company number [CRN]