Terms of Service
These Terms of Service govern your use of the Sentia platform. They are a binding agreement between you and Sentia Labs, Inc. (“Sentia”, “we”, “us”). If you are agreeing on behalf of a company or other organization, then “you” means that organization, and you confirm you have authority to bind it.
Two things to read before anything else. Section 5 explains what Sentia produces and what it can and cannot be relied on for: results are generated by AI, not collected from human participants. Section 14 contains an agreement to arbitrate and a class action waiver, which affect how disputes between us are resolved, and which you may opt out of within 30 days.
1. The agreement
1.1 Accepting these terms
You accept these terms when you create an account, accept an invitation to a workspace, or use the platform. If you do not agree to them, do not use the platform.
1.2 What makes up the agreement
These terms, together with the Acceptable Use Policy, the Data Processing Addendum, and any order form or written agreement we sign with you, form the entire agreement between us. If a signed agreement conflicts with these terms, the signed agreement governs.
1.3 Who may use the platform
The platform is a business service. You must be at least 18 years old to hold an account, and you must use it in a professional capacity on behalf of an organization. It is not directed to children, and we do not knowingly collect personal information from children under 13.
1.4 Your account
You are responsible for the activity that happens under your account and your workspace's accounts, for keeping credentials and API keys confidential, and for the acts and omissions of everyone you invite. Tell us promptly at hello@sentialabs.ai if you believe an account or key has been compromised.
2. The service
2.1 What we provide
Subject to these terms, we grant you a non-exclusive, non-transferable right to access and use the platform during your subscription term, for your organization's internal business purposes. That right extends to every surface the platform is offered through: the web application, the REST API, the sentia CLI, the SDK, and the Sentia MCP server.
2.2 Plans and entitlements
The platform is offered on several plans. Your plan determines which capabilities are available to you, how many credits are included each month, and any usage limits that apply. Current plans and their contents are described on our pricing page.
2.3 Credits
Simulations and certain other operations consume credits. Your plan includes a monthly credit allowance, and you may purchase additional credit packs. Included monthly credits do not carry over between billing periods. Purchased credit packs do not expire while your subscription is active. Credits have no cash value, are not refundable except as set out in section 3.5, and cannot be transferred between workspaces.
2.4 Changes to the platform
We improve the platform continuously, and we may add, change, or remove features. If we make a change that materially reduces a capability your plan depends on, we will give you at least 30 days' notice, and you may terminate the affected subscription and receive a pro rata refund of prepaid fees for the unused remainder of the term.
2.5 Beta features
We may label a feature as beta, preview, or experimental. Those features are provided as is, are excluded from any service commitment and from the indemnity in section 11, and may change or be withdrawn at any time.
3. Fees and billing
3.1 Fees
You agree to pay the fees for your plan, plus any credit packs or overage you purchase. Fees are stated exclusive of taxes, and you are responsible for any sales, use, VAT, GST, or similar taxes, other than taxes on our income.
3.2 Automatic renewal
Paid subscriptions renew automatically at the end of each billing period, monthly or annual as you selected, and we charge your payment method on file at the then-current rate for your plan. We tell you the renewal date and amount in the billing section of your workspace settings.
3.3 Canceling
You may cancel at any time from your workspace settings. Cancellation takes effect at the end of the current billing period. You keep access until then, and we do not charge you again. We do not require you to contact support or give notice in any particular form.
3.4 Price changes
We may change our prices. A price change takes effect at your next renewal, and we will give you at least 30 days' notice before it does. If you do not accept the new price, you may cancel before the renewal date.
3.5 Refunds
Fees are otherwise non-refundable, except where these terms say otherwise or where the law requires a refund. If we terminate your subscription for convenience under section 9.3, or you terminate under section 2.4, we refund prepaid fees for the unused remainder of the term, together with the value of any unused purchased credit packs.
3.6 Late or failed payment
If a payment fails, we will tell you and try again. If an invoice remains unpaid 14 days after we notify you, we may suspend access to paid capabilities until it is settled. We will not delete your data during a suspension for non-payment.
4. Your data
4.1 It stays yours
“Customer Data” means everything you or your users put into the platform or connect to it, including research artifacts, transcripts, recordings, analytics events, integration content, prompts, and the results the platform generates for you. As between us, Customer Data is yours. We claim no ownership of it.
4.2 The rights you give us
You grant us a non-exclusive, non-transferable, non-sublicensable right to host, copy, process, transmit, and display Customer Data solely for the purpose of providing and supporting the platform for you, and to prevent or address service or technical problems in it. That right lasts for your subscription term and no longer.
4.3 We do not train on your data
We do not use Customer Data to train, retrain, improve, or fine-tune any AI model, and we maintain contractual commitments with our model providers prohibiting them from doing so with content we send on your behalf. Our Privacy Policy explains how personal information is handled.
We use aggregated, statistical information about how the platform is used, such as request volumes and error rates, to operate and improve it. That information never identifies you, your users, or the individuals your data is about, and it never contains Customer Data.
4.4 What you promise about it
You represent and warrant that you have all rights, permissions, and consents necessary for us to process Customer Data as described in this agreement, including any consent required from the individuals the data is about, and that your provision of it and our processing of it will not violate any law or any third party's rights.
This matters most for interview transcripts and recordings. Consent to take part in research is not the same as consent to have a simulated agent built from that interview. The Acceptable Use Policy sets out what is required.
4.5 Security, and getting your data back
We maintain the technical and organizational measures described in the Data Processing Addendum and summarized on our security page. You can export Customer Data at any time during the term through the platform and the API. Section 9.4 explains what happens to it afterwards.
5. Output and its limits
Sentia produces simulated results. They are generated by AI agents, not collected from human participants. They are model-based predictions of how a described segment might respond. They are not observations of, statements by, or research findings from any real person, and they are not a substitute for research with human participants.
5.1 Ownership
You own the output the platform generates for you. To the extent we have any right, title, or interest in it, we assign that to you. We make no representation that output is protectable by copyright or any other intellectual property right.
5.2 Output may not be unique
Because of how the underlying technology works, output is not necessarily unique. Other customers may receive similar output from similar briefs, and output generated for other customers is not yours.
5.3 Accuracy, and your obligation to review
Simulated results can be inaccurate, incomplete, or biased, and they carry known limitations described in these terms. It is your responsibility to evaluate whether output is appropriate for your use case, and to apply human review before relying on it or sharing it. Factual assertions in output should not be relied on without independently checking them. You must pass this notice on to your own users.
5.4 What output must not be used for
The Acceptable Use Policy is part of this agreement. In particular, output must not be used to make or materially inform decisions about specific individuals, presented as though it came from human participants, or used to substantiate public claims about what real people think or do.
6. Acceptable use
You must comply with the Acceptable Use Policy, and you are responsible for your users' compliance with it. We may update it as the product and the law change, on notice under section 13.
7. Privacy and data protection
Where we process personal data on your behalf, we do so as your processor under the Data Processing Addendum, which is incorporated into this agreement and applies automatically. You do not need to request or sign it separately.
Our Privacy Policy explains what we do with personal data for which we are the controller, such as your account and billing information. Our subprocessor listis public, and we give 30 days' notice with a right to object before adding a new subprocessor.
8. Confidentiality
Each of us may receive information from the other that is marked confidential or that a reasonable person would understand to be confidential. Customer Data is your confidential information. Each of us will protect the other's confidential information with at least reasonable care, will use it only to perform this agreement, and will not disclose it except to personnel and advisers who need it and are bound to equivalent obligations.
These obligations do not apply to information that is or becomes public through no fault of the recipient, was already known to the recipient, or is independently developed. If disclosure is legally compelled, the recipient will give notice where it is lawfully able to, so the other party can seek protection.
9. Term and termination
9.1 Term
This agreement starts when you first accept it and continues until every subscription under it has ended.
9.2 Termination for cause
Either of us may terminate if the other materially breaches this agreement and does not cure the breach within 30 days of written notice. We may suspend or terminate immediately for a breach of the Acceptable Use Policy that presents a risk of harm to an identifiable person, to other customers, or to the platform.
9.3 Termination for convenience
You may terminate at any time by canceling under section 3.3. We may terminate a free plan at any time on notice. We may terminate a paid subscription for convenience on 30 days' notice, with the refund described in section 3.5.
9.4 What happens to your data
For 30 days after termination you may export Customer Data through the platform and the API. After that we delete it in the ordinary course, and you may ask us to delete it sooner. Our Privacy Policy explains the criteria we use for retention and deletion. Backups age out on their own cycle.
9.5 Survival
Sections 4.1, 5, 8, 10, 11, 12, 14, and 15 survive termination, along with any obligation to pay fees already incurred.
10. Warranties and disclaimers
10.1 What we warrant
We warrant that we will provide the platform with reasonable skill and care, and that we will not materially reduce its security during a paid subscription term.
10.2 What we do not warrant
Except as expressly stated in section 10.1, the platform and all output are provided “as is” and “as available”. To the fullest extent permitted by law we disclaim all other warranties, express, implied, or statutory, including merchantability, fitness for a particular purpose, and non-infringement.
We do not warrant that the platform or its output will be accurate, complete, reliable, or error-free, that any accuracy observed in one workspace, decision type, or population will be observed in another, or that use of the platform will be uninterrupted.
11. Indemnification
11.1 By us
We will defend you against any third-party claim that the platform, used in accordance with this agreement, infringes that third party's intellectual property rights, and we will pay damages and costs finally awarded or agreed in settlement. This does not apply to a claim arising from Customer Data, from output, from your use of the platform in breach of this agreement or the Acceptable Use Policy, from modifications you make, or from combining the platform with anything we did not provide.
If the platform becomes, or we think it may become, the subject of such a claim, we may procure the right for you to keep using it, modify it so it is no longer infringing, or terminate the affected subscription and refund prepaid fees for the unused remainder of the term.
11.2 By you
You will defend us against any third-party claim arising from Customer Data, from your lack of the rights or consents warranted in section 4.4, or from your use of the platform or its output in breach of this agreement or the Acceptable Use Policy, and you will pay damages and costs finally awarded or agreed in settlement.
11.3 Process
The party seeking indemnity must give prompt notice, let the other party control the defense, and give reasonable cooperation at the indemnifying party's expense. No settlement that admits fault or imposes an obligation on the indemnified party may be made without its consent. This section states each party's sole remedy for third-party intellectual property claims.
12. Limitation of liability
To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, lost revenue, lost data, or business interruption, even if it was told such damages were possible.
Each party's total liability arising out of or relating to this agreement is limited to the fees you paid or owed us in the 12 months before the event giving rise to the claim.
These limits do not apply to your obligation to pay fees, to either party's indemnification obligations under section 11, to a party's breach of section 8, or to liability that cannot be limited by law, including for fraud, wilful misconduct, or death or personal injury caused by negligence.
The allocation of risk in this section and in section 10 is a fundamental part of the bargain between us and is reflected in our pricing.
13. Changes
We may update these terms and the policies incorporated into them. For material changes we will give you at least 30 days' notice before they take effect, by email to your workspace administrators or by a prominent notice in the platform. Non-material changes, such as clarifications and corrections, take effect when posted.
If you do not accept a material change, you may terminate before it takes effect and receive a pro rata refund of prepaid fees for the unused remainder of the term. Continuing to use the platform after a change takes effect means you accept it. Each version records its own effective date, and we keep prior versions available on request.
We will not apply a change retroactively to data we have already collected in a way that expands how we may use it. If we ever wanted to do that, we would ask you first, and separately.
14. Dispute resolution
This section requires most disputes between us to be resolved by binding individual arbitration rather than in court, and waives the right to a jury trial and to participate in a class action. You may opt out within 30 days, as section 14.5 explains, and opting out does not affect anything else in this agreement.
14.1 Talk to us first
Before starting a formal proceeding, the party with a dispute will send the other a written description of it and give 30 days to resolve it informally. Send ours to hello@sentialabs.ai. Most disputes are resolved at this stage.
14.2 Arbitration
Any dispute not resolved informally will be settled by binding arbitration administered by JAMS under its Comprehensive Arbitration Rules, before one arbitrator, in San Francisco, California, or by videoconference or on the documents alone if the parties agree. The arbitrator's award may be entered in any court of competent jurisdiction. The Federal Arbitration Act governs this section.
14.3 Individual basis only
Disputes will be brought only on an individual basis. Neither of us may bring a class, collective, consolidated, or representative action, and the arbitrator may not consolidate claims or preside over any form of representative proceeding. If this paragraph is found unenforceable, the whole of section 14.2 does not apply to that dispute.
14.4 What is not arbitrated
Either of us may bring an individual claim in small claims court, and either of us may seek injunctive relief in court to protect intellectual property or confidential information.
14.5 Opting out
You may opt out of sections 14.2 and 14.3 by emailing hello@sentialabs.ai with your account name and a statement that you are opting out of arbitration, within 30 days of first accepting these terms. Opting out will not affect your account or any other part of this agreement.
15. General
Governing law. This agreement is governed by the laws of the State of California, without regard to its conflict of laws rules. Where section 14 does not apply, the state and federal courts in San Francisco County, California have exclusive jurisdiction.
Publicity. We will not use your name or logo as a customer reference without your written consent.
Feedback. If you send us suggestions for improving the platform, we may use them without obligation to you. We will not treat your feedback as your confidential information unless you tell us it is.
Assignment.Neither party may assign this agreement without the other's consent, except to a successor in a merger, acquisition, or sale of substantially all assets, on notice.
Export and sanctions. Each party will comply with applicable export control and sanctions laws, and you confirm you are not located in, or ordinarily resident in, a country or region subject to comprehensive sanctions.
Force majeure. Neither party is liable for a delay or failure caused by something outside its reasonable control, other than an obligation to pay.
Notices. We send notices to your workspace administrators by email or through the platform. Send legal notices to hello@sentialabs.ai.
Severability and waiver. If a provision is held unenforceable, it is modified to the minimum extent necessary and the rest stays in force. A failure to enforce a provision is not a waiver of it.
Independent contractors. Nothing here creates a partnership, joint venture, agency, or employment relationship. There are no third-party beneficiaries.
Questions about these terms go to hello@sentialabs.ai.