Terms of Service

These terms are the agreement between you and us for the use of Synaptic Intelligence. By signing up, starting a trial, or using the product, you accept them. If you are accepting on behalf of a company, you confirm that you are authorised to bind it, and "you" in these terms means that company.

1. Who we are
2. The service
3. Accounts and people
4. Tiers, credits and prices
5. The free trial
6. Payment
7. Changing tier, cancelling and ending
8. Connecting your systems
9. Answers are produced by AI models
10. Acceptable use
11. Your data and our data
12. Intellectual property
13. Confidentiality
14. Warranties and limits on our liability
15. Indemnity
16. If you are a consumer
17. Disclosures required by ECTA
18. Governing law and disputes
19. General

1. Who we are

The service is provided by Synaptic Intelligence, registered in the Republic of South Africa, registration number [COMPANY REGISTRATION NUMBER].

Physical address: 81 Regent Road, Cape Town 8005, South Africa
Email: info@synapticintelligence.ai
Website: synapticintelligence.ai (this site) and app.synapticintelligence.ai (the product)

Our Privacy Policy and Refund Policy form part of these terms.

2. The service

Synaptic Intelligence lets people in your company ask a plain-language question and receive one answer composed from the business systems and documents you have connected. Each figure in an answer carries a reference to the record it came from, and every reference is checked against the system that surfaced it before the answer is shown. A reference that does not resolve is marked, and the answer is flagged as not auditable end to end.

The service reads. It never writes to a connected system: every connection is read-only by construction, a write is refused before any request leaves, and no connector may ask for a scope that permits writing. This is a property of the software, not a setting, and it is the basis of clause 8.

What the service can answer depends entirely on what you have connected. A question that nothing connected can answer comes back as unanswerable, naming what is missing. That is deliberate and is not a defect.

3. Accounts and people

One company, one tenant. Your company's data, connections, people and usage are held in a tenant of their own and are never reachable from another company's. An Enterprise agreement may cover several companies; every other tier covers one.

Sign-in is your directory's. People sign in with Microsoft Entra ID. Your directory decides who exists; removing someone there removes their access here. We create no passwords and send no sign-in links.

Roles and titles are yours to set. An administrator in your company decides what each person may do (their role) and what they may see (the business title that maps to which parts of the business a question may read on their behalf). We do not set either for you. You are responsible for who you admit and what you allow them to see.

Seats count people who may ask. Each tier limits how many people may hold the right to ask a question, because asking costs money. People who only read answers are not counted on any tier.

The person who signs up becomes the company's first administrator once they sign in with the address they gave. Until then nothing has been provisioned and no capability exists.

4. Tiers, credits and prices

Credits are the unit. One credit is charged for each part of the business (each "domain") a question consults, plus two more when the answer had to be composed across several. A question consulting one domain therefore costs 1 credit; one consulting two costs 4. A question that could not be answered costs nothing. Syncing documents from a connected source costs one credit for every ten documents filed, rounded up per sync; a sync that files nothing is free, and a document you upload by hand is not billed.

The allowance resets monthly. Each tier includes a number of credits per calendar month, counted in UTC. Unused credits do not roll over, and credits cannot be bought separately inside the product. When the allowance is used up, asking stops until the first of the next month and the product says so plainly; every answer already produced stays readable. We never let usage run past the allowance and bill you for it afterwards.

The tiers. Prices are per company per month, exclusive of VAT where VAT applies. Prices are set in US dollars. The dollar price applies outside South Africa; the rand price applies in South Africa. The rand price is not a conversion of the dollar price: each is a price we set for that country, and a South African customer is charged the rand price.

Tier	USD / month	ZAR / month	Credits / month	People who may ask	Connected systems	Audit trail kept
Starter	$99	R1,799	100	2	3	30 days
Growth	$600	R10,999	500	3	5	90 days
Team	$1,800	R32,999	2,000	10	Unlimited	365 days
Business	$4,800	R86,999	6,000	30	Unlimited	730 days
Enterprise	Agreed in the contract		Agreed volume	Unlimited	Unlimited	As agreed

Starter, Growth and Team can be started from the pricing page with a card and no conversation. Business and Enterprise are agreed with us directly; Business is priced as above and Enterprise is a negotiated volume on an invoice. The current price list is always the one on the pricing page and in the product; where this table and that page differ, the pricing page governs and we will correct this document.

Price changes. We may change prices for a tier on at least 30 days' notice by email to your administrators. A change takes effect at your next monthly renewal after the notice period. If you do not accept it, cancel before then and you will not be charged the new price. A negotiated Enterprise price changes only as its contract says.

5. The free trial

Every self-serve tier opens with a free trial of seven days and 20 credits, whichever is reached first. The trial allowance is the same on every tier: choosing a larger tier does not give a larger trial. It is started when your payment method is confirmed and it happens once per company; cancelling and signing up again does not start another.

Your first charge is taken on the eighth day, at the price of the tier you chose. Cancel before then and nothing is charged. If you use the 20 credits before the seven days are up, asking pauses until the paid subscription begins; you can move to paid immediately by asking us.

We cannot extend, restart or hand out a trial. If a connector problem cost you part of your trial, tell us and we will look at a bespoke allowance on the tier you start on, but that is a decision we make case by case rather than a right under these terms.

6. Payment

Self-serve tiers are paid by card through one processor, Paddle. Every renewal, tier change and cancellation goes through the same subscription. We never see or store your card number: it is held by Paddle.

Paddle (card). Card payments are taken by Paddle.com Market Ltd (United Kingdom) or Paddle.com Inc. (United States), acting as merchant of record. That means your contract for the card transaction is with Paddle, not with us: Paddle sells you the subscription on our behalf, calculates and remits VAT or sales tax in your jurisdiction, issues your receipt and invoice, and its Buyer Terms and privacy policy apply to the transaction. Your card details are entered on Paddle's hosted checkout and never reach us. The first seven days are a free trial on the Paddle price itself; from day eight Paddle charges the tier's price monthly, in dollars outside South Africa and in rand in South Africa, until you cancel. You can update your card and view your invoices in Paddle's customer portal, reached from inside the product.

Enterprise is paid by invoice on the terms in its contract.

Failed payments. If a renewal fails, Paddle reports the subscription as lapsed and asking stops until it is put right; answers already produced remain readable. We do not currently retry a failed charge on a schedule of our own or send reminder emails: contact us to resume. We do not charge a late-payment fee.

Currency and taxes. Prices exclude VAT and any other tax that applies to you. On a card subscription, Paddle, as merchant of record, calculates the VAT or sales tax due in your jurisdiction, adds it at the prevailing rate, shows it before you confirm and remits it; it appears on the invoice Paddle issues. On an Enterprise invoice, we add South African VAT where we are required to and show it on our invoice. You are responsible for any bank charges or currency conversion on your side.

7. Changing tier, cancelling and ending

Moving up or down. An administrator can change tier from inside the product. The existing Paddle subscription is changed in place, keeping your invoice history and billing date; outside the trial, the difference for the remainder of the current month is pro-rated and charged or credited by Paddle immediately, and the amount is shown to you before you confirm. Business can be moved onto by an existing customer but cannot be started by a stranger, because at that size there is a security review and a question about where your data sits.

Cancelling. An administrator can cancel from inside the product at any time, with no notice period and no cancellation fee. Cancellation takes effect at the end of the period you have already paid for: you keep access until then, a month you paid for is a month you keep, and no further charge is taken; see the Refund Policy. The cancellation is confirmed to us by Paddle, and the product reflects it when that confirmation arrives rather than the instant the button is pressed.

Ending by us. We may suspend or end your access immediately if you breach clause 10 (acceptable use), if your payment has lapsed and not been put right within 30 days, or if the law requires us to. We may end these terms for any other reason on 60 days' notice, in which case we refund any period you have paid for and not received. On ending, your ability to ask stops; answers, provenance and your usage history remain readable for the retention period of your tier and are then deleted, and your connections are disconnected.

8. Connecting your systems

You connect a system by granting us a credential: a sign-in consent to a vendor, an API key, a database login, or a cloud role. In doing so:

• You warrant that you have the authority to connect it. That includes the authority under your own policies and under your agreement with that vendor to permit a third-party application to read from it on your behalf.
• The credential's own scope is the real boundary. Every connector declares the minimum read-only access it needs, and we never claim an access the vendor does not offer. What we can read is what the credential you granted allows; if it allows more than you intended, narrow it at the vendor.
• We do not write. No connector may declare a write scope, and a statement that could change data is refused before it is sent. If a vendor's only grant covers both reading and writing, we say so on the connector's card rather than asking for it quietly.
• A credential is stored encrypted and is write-only. Once saved, a secret is never returned by the product, to the person who saved it or anyone else.
• Configured is not connected. A connection is used only after a real, read-only call to the vendor has succeeded.
• You may revoke any credential at any time, at the vendor or in the product. Revoking it at the vendor is always effective even if you never touch the product.

Your company's public website can also be connected, without any credential. We read only the host you name, only what its robots.txt permits, and we run no scripts on it. What an answer takes from it is treated as your company's account of itself, never as a system of record.

9. Answers are produced by AI models

Answers are composed by large language models, at present Anthropic's, operating inside the boundaries described in clause 2. The models decide where to look, read what your credentials allow, reconcile figures that disagree, and write the answer. The provenance check that resolves every cited record is done by our code, not by the model, and the model cannot skip it.

Even so, an answer is a starting point, not a certified figure. Models can misread a record, choose the wrong period, or reason incorrectly from correct data. A projection is always labelled a projection and carries its assumptions; a stand-in figure is named as one; a disagreement between systems is stated rather than averaged. You are responsible for verifying any answer before you act on it, put it in a report, file it with a regulator or rely on it in any way that matters. The provenance trail exists precisely so that you can.

Your questions, the records an answer reads and the documents you sync are processed by the model provider under our agreement with them, which does not permit their use for training. The Privacy Policy names every processor.

10. Acceptable use

You agree not to, and not to let anyone in your company:

• connect a system you do not have authority to connect, or use a credential that is not yours to use;
• use the service to obtain data about a person that you are not entitled to hold, or in breach of the Protection of Personal Information Act;
• try to reach another company's tenant, or to reach data your role or title does not allow, whether through the interface or the API;
• attempt to make the service write to a connected system, or to have a model act outside its declared boundaries;
• resell, sublicense, or provide the service to a third party, or use it to build a competing product;
• reverse-engineer the service except where the law gives you a right we cannot exclude;
• send us content that is unlawful, that you have no right to send, or that is designed to damage the service.

11. Your data and our data

Yours. Everything read from your systems, every document you upload or sync, every question and every answer is your data. You own it. You grant us the licence we need to read it, process it and store what these terms say is stored, for the sole purpose of providing the service to you.

What we hold. Records read from a connected system are used to compose the answer and are not copied into a warehouse. Documents you choose to upload or sync are held, in passages, so that they can be searched, and each is filed under one department. Answers, their provenance and the ids they cited are retained so an answer can be audited later, for the audit-trail period of your tier. Usage is recorded per question so your allowance can be metered.

Not for training. Your data is not used to train any model, ours or a vendor's.

Ours. The service, its software, its design, the way it routes and composes questions, and everything on this website are ours or our licensors'. Aggregate operational statistics that identify neither your company nor any person are ours.

Personal information. Where the service processes personal information on your behalf, you are the responsible party and we are the operator in the terms of POPIA. We process it only on your instructions as expressed through the product, we keep it secure as section 21 requires, and we tell you without delay if we have reasonable grounds to believe it has been accessed by an unauthorised person. Our Privacy Policy sets out the detail, and an Enterprise agreement can include a separate data processing agreement.

12. Intellectual property

We grant you a non-exclusive, non-transferable right to use the service for your company's internal business purposes for as long as these terms are in force. Nothing transfers ownership of the service to you or of your data to us. If you send us a suggestion, we may use it without owing you anything, but you keep whatever rights you had in it.

13. Confidentiality

Each of us will keep the other's confidential information confidential, use it only for the purposes of these terms, and disclose it only to people who need it and are bound to keep it confidential. Your confidential information includes everything the service reads from your systems and every answer it produces. Ours includes the non-public workings of the service and any pricing agreed with you. This does not apply to information that is public through no fault of the recipient, that the recipient already had, or that must be disclosed by law, in which case the recipient tells the other party first where it lawfully can. This clause survives the end of these terms.

14. Warranties and limits on our liability

We warrant that we will provide the service with reasonable skill and care, that it will behave materially as this site and the product describe it, and that we will not weaken the read-only and provenance properties described in clauses 2 and 8.

Except for that, and except for any warranty the law does not allow us to exclude, the service is provided as it is. We do not warrant that it will be available without interruption, that every question will be answerable, or that any answer is correct: clause 9 explains why, and what you must do about it.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, for gross negligence, or for anything the law does not allow us to limit. Subject to that:

• neither of us is liable to the other for any indirect or consequential loss, loss of profit, loss of business, or loss of data that could have been avoided by reasonable backups; and
• our total liability to you under or in connection with these terms, in any twelve-month period, is limited to the fees you paid us in that period.

You accept that the fees reflect this allocation of risk and that we would not offer the service at these prices without it.

15. Indemnity

You will indemnify us against any claim, loss or cost arising from a breach of clause 8 (your authority to connect a system) or clause 10 (acceptable use), from data you had no right to give us, or from your reliance on an answer without the verification clause 9 requires. We will indemnify you against any claim that the service, used as these terms allow, infringes a third party's intellectual property in South Africa, provided you tell us promptly and let us handle the defence. Neither indemnity covers loss caused by the indemnified party's own breach.

16. If you are a consumer

The service is designed for companies. The Consumer Protection Act 68 of 2008 ("CPA") applies to a transaction with a natural person, and to a juristic person (a company, close corporation, trust or partnership) only if its asset value or annual turnover is below the threshold set under section 6 of the CPA, currently R2 million. If your company is at or above that threshold, the CPA does not apply to our agreement and the consumer rights described here and in the Refund Policy do not arise, though we will still deal with you fairly. If you are a natural person, or a juristic person below the threshold, then:

• nothing in these terms limits a right the CPA gives you or excludes a liability it does not allow us to exclude, and any clause that would is read down to what the CPA permits;
• this is a month-to-month agreement, not a fixed-term one; you may cancel it at any time as clause 7 describes, and section 14 of the CPA (fixed-term agreements) does not require you to give 20 business days' notice;
• section 22 (plain language) and section 49 (notice of clauses that limit our liability or ask you to indemnify us, which are clauses 14 and 15 above and are drawn to your attention here) apply;
• the cooling-off right in section 44 of the Electronic Communications and Transactions Act, and section 17 of the CPA, apply as the Refund Policy explains.

17. Disclosures required by ECTA

Section 43 of the Electronic Communications and Transactions Act 25 of 2002 requires a supplier offering goods or services electronically to make certain information available. It is set out below and elsewhere on this site, and you may print or store these terms; the current version is always at synapticintelligence.ai/terms.

Full name and legal status	Synaptic Intelligence, registered in South Africa, registration number [COMPANY REGISTRATION NUMBER]
Physical address and place of business	81 Regent Road, Cape Town 8005, South Africa
Contact details	info@synapticintelligence.ai; the contact form on this site
Main business	Software as a service: a question-answering service over a customer's own connected business systems
Description of the service	Clause 2, and the homepage, security page and FAQ
Full price	Clause 4 and the pricing page; VAT is added where it applies and is shown before you pay
Manner of payment	Clause 6: card through Paddle as merchant of record, in US dollars outside South Africa and in rand in South Africa; invoice on Enterprise
Delivery	Access is provided online immediately on sign-up; there are no physical goods
How the agreement is concluded and recorded	You accept these terms by completing sign-up; the sign-up record, Paddle's confirmation of the subscription and these terms constitute the agreement, and you may review, correct and withdraw the sign-up before the payment step
Cooling-off	Section 44 of ECTA, as explained in the Refund Policy
Return, exchange and refund	The Refund Policy
Complaints and dispute resolution	Clause 18; email info@synapticintelligence.ai and we respond within five business days
Security of payment	Card details are entered on Paddle's hosted checkout and held by Paddle, a PCI DSS compliant processor, never by us. Personal information is handled as the Privacy Policy describes
Codes of conduct	We do not currently subscribe to an industry code of conduct
Minimum duration	One month, renewing monthly; no minimum term beyond the month paid for

18. Governing law and disputes

These terms are governed by the law of the Republic of South Africa. If something goes wrong, tell us first at info@synapticintelligence.ai: most problems are a connector, a payment or a misunderstanding and are fixed in a day. If we cannot resolve it between us within 30 days, either of us may refer it to a South African court, and you consent to the jurisdiction of the High Court of South Africa, or a Magistrate's Court with jurisdiction over the matter, for that purpose. A consumer under the CPA also has the right to approach the National Consumer Commission or a consumer court, and nothing here removes it.

19. General

Changes to these terms. We may update these terms. A change that reduces your rights or increases your obligations takes effect at your next monthly renewal after we have given at least 30 days' notice by email to your administrators; any other change takes effect when it is published here with a new version number and effective date. Continuing to use the service after that is acceptance. If you do not accept a change, cancel before it takes effect.

Notices to us go to info@synapticintelligence.ai; notices to you go to your company's administrator addresses in the product. Assignment: you may not transfer these terms without our written consent; we may transfer them to a successor in our business on notice to you. Entire agreement: these terms, the Privacy Policy and the Refund Policy are the whole agreement between us, unless you have a signed Enterprise contract, in which case that contract prevails where they differ. Severance: if a clause is unenforceable the rest stand. No waiver: not enforcing a clause once is not a waiver of it. Force majeure: neither of us is liable for a failure caused by something outside our reasonable control, but you may cancel if it lasts more than 30 days.