Terms of Service

These Terms of Service (the "Terms") govern access to and use of the OriginalVoices services provided by OV Labs Limited, a company registered in England and Wales with company number 16368446, whose registered office is at 2 Leman Street, London, United Kingdom, E1W 9US ("OriginalVoices", "we", "us" or "our").

Contact: hello@originalvoices.ai

By creating an account, accessing the Services or otherwise using OriginalVoices, you agree to these Terms. If you use the Services on behalf of a company or other organisation, you confirm that you have authority to bind that organisation, and references to "you" or "Customer" include that organisation.

If you do not agree to these Terms, you must not use the Services.

1. The Services

OriginalVoices provides research and audience insight services powered by Digital Twins of real people.

The "Services" include the OriginalVoices web platform, APIs, SDKs, MCP integrations, AI-powered features, research tools, reports, documentation and any other services we make available under these Terms.

The Services may allow you to:

• ask questions of defined audiences;
• conduct research using Digital Twins and, where available, real participants;
• create and manage research audiences;
• receive quantitative and qualitative responses, analyses and reports;
• use OriginalVoices through third-party AI assistants, agents and integrations; and
• access other research and audience insight functionality that we make available.

Features may change or evolve over time.

2. Accounts and authorised users

You must be at least 18 years old to create an account or use the Services.

You must:

• provide accurate account information;
• keep passwords, API keys and other credentials secure;
• ensure that only authorised users access your account; and
• notify us promptly if you become aware of unauthorised access.

You are responsible for activity carried out through your account, including activity by your employees, contractors, service providers, AI agents and automated systems.

You must not share credentials outside your organisation except with authorised service providers acting on your behalf.

3. Acceptable use

You may use the Services only for lawful business, research and related purposes and in accordance with your applicable plan or agreement with us.

You must not:

• use the Services in violation of applicable law;
• attempt to identify or re-identify individuals represented within the OriginalVoices or Twineo network;
• use Outputs to determine the identity, contact details or other identifying information of an individual;
• attempt to circumvent security controls, rate limits or access restrictions;
• interfere with or disrupt the operation or security of the Services;
• scrape or systematically extract data from the Services other than through functionality we expressly provide;
• use the Services to create or maintain an unauthorised copy of the OriginalVoices Digital Twin network or underlying participant database;
• reverse engineer the Services except to the extent such restriction is prohibited by law; or
• use the Services for content or activities prohibited by our Question & Content Policy.

Our Question & Content Policy forms part of these Terms and may be updated from time to time to reflect legal, safety and research standards.

We may block individual requests or restrict functionality where reasonably necessary to enforce these requirements.

4. Digital Twins and research data

OriginalVoices provides research and insights using Digital Twins grounded in information provided by real people through our consumer products and research activities.

The Services are designed so that customers receive research responses and insights without receiving identifying information about the individuals represented by those Digital Twins.

You must not attempt to identify an individual represented by a Digital Twin or combine Outputs with other information for the purpose of identifying that person.

OriginalVoices retains all rights in the underlying Digital Twin network, participant data, research infrastructure, models, methodologies and systems used to provide the Services.

Your rights in Inputs and Outputs are set out in section 8 below.

5. Customer Content and confidential materials

"Customer Content" means information and materials submitted, uploaded or otherwise provided by or on behalf of Customer in connection with the Services, including prompts, questions, research briefs, concepts, files, creative materials, advertisements, product information, research materials and other Inputs.

You may submit confidential and commercially sensitive business information to the Services, including unreleased or pre-release creative, product concepts, strategies and research materials.

You retain all rights in Customer Content.

You grant OriginalVoices a limited right to process Customer Content only as reasonably necessary to:

• provide the Services to you;
• generate the Outputs you request;
• secure, maintain and support the Services;
• prevent fraud, abuse or security incidents;
• comply with applicable law; and
• exercise our rights and perform our obligations under these Terms.

This right does not permit OriginalVoices to use Customer Content for model training except as expressly permitted under section 6.

Personal data in Customer Content

Unless we have expressly agreed otherwise in writing, you must not submit personal data relating to identifiable individuals through the Services.

In particular, you must not submit special category or other sensitive personal data relating to an identifiable individual unless this has been expressly agreed with OriginalVoices and any required data processing agreement is in place.

This does not prevent you from conducting research about demographic groups, behaviours, health experiences, political opinions or other research topics that are permitted under our Question & Content Policy.

6. No model training on Customer Content

OriginalVoices will not use Customer Content, Customer Inputs, Customer Outputs, query content, query parameters or the substance of Customer queries to train, fine-tune or develop artificial intelligence or machine-learning models, or to improve models using Customer Content as training or evaluation data, unless Customer has expressly agreed otherwise in writing.

Where third-party AI or technology providers process Customer Content on our behalf, we will use services and configurations under which those providers are not permitted to use Customer Content to train their own models or models for other customers.

We may collect and use technical and operational information reasonably necessary to operate, secure, support, monitor usage of and troubleshoot the Services, including:

• request volumes;
• timestamps;
• feature usage;
• latency and performance information;
• error logs;
• security events; and
• similar operational telemetry.

We may use aggregated or de-identified operational information to understand and improve the performance and usability of the Services, provided that it does not disclose Customer Content or Customer Confidential Information.

For the avoidance of doubt, query content, query parameters, audience descriptions and other information that reveals the substance of Customer Content will not be used to train or fine-tune artificial intelligence or machine-learning models.

Nothing in this section prevents us from using feedback, suggestions or feature requests that you voluntarily provide to us about the Services, provided that we do not disclose your Confidential Information in doing so.

7. AI-generated content

Some features of the Services use artificial intelligence or machine-learning systems.

You may provide prompts, questions or other information to those features ("Inputs") and receive generated answers, analyses, reports or other content ("Outputs").

You acknowledge that:

• AI-generated Outputs are probabilistic;
• Outputs may occasionally be incomplete, inaccurate or inconsistent;
• similar or identical Outputs may be generated for other users;
• Outputs should be considered in the context of the research methodology and sample used; and
• you are responsible for reviewing Outputs before relying on them for material business decisions.

The Services and Outputs do not constitute legal, financial, medical or other regulated professional advice.

8. Intellectual property and ownership

Your Inputs

As between you and OriginalVoices, you retain all rights in your Inputs and other Customer Content.

Your Outputs

As between you and OriginalVoices, and to the extent permitted by applicable law, you own Outputs generated specifically for you through your use of the Services.

You may use those Outputs for your internal or external business purposes, including commercially.

You are not required to attribute OriginalVoices when using or publishing Outputs or insights, unless attribution has been separately agreed in writing for a particular project.

Because of the nature of artificial intelligence and research outputs, we do not guarantee that Outputs will be unique or that similar content will not be provided to another customer.

OriginalVoices technology and data

OriginalVoices and its licensors retain all rights in:

• the Services;
• the OriginalVoices platform and software;
• our APIs, SDKs and integrations;
• our Digital Twin technology and network;
• underlying participant and Twin data;
• our models, algorithms and systems;
• research methodologies and processes;
• documentation;
• trademarks and branding; and
• improvements to the foregoing that do not incorporate or disclose Customer Content.

Nothing in these Terms transfers ownership of those rights to you.

9. Confidentiality

Each party may receive confidential information belonging to the other party in connection with the Services.

"Confidential Information" means non-public information that is identified as confidential or that a reasonable person would understand to be confidential given its nature or the circumstances in which it is disclosed.

Customer Confidential Information includes Customer Content and, without limitation, unreleased creative, product concepts, research materials, commercial information, business strategy and confidential research results.

Each party will:

• keep the other party's Confidential Information confidential;
• use it only as necessary to perform its obligations and exercise its rights under the parties' agreement;
• protect it using at least reasonable care; and
• disclose it only to employees, contractors, professional advisers and service providers who need to know it and are subject to appropriate confidentiality obligations.

Confidential Information does not include information that the receiving party can demonstrate: (a) is or becomes publicly available other than through a breach of these Terms; (b) was lawfully known to the receiving party without confidentiality restrictions before disclosure; (c) is lawfully received from a third party without confidentiality restrictions; or (d) is independently developed without use of the disclosing party's Confidential Information.

Where disclosure is required by law or a competent authority, the receiving party may disclose Confidential Information to the extent required and, where legally permitted, will give the disclosing party reasonable prior notice.

These confidentiality obligations continue for five years following termination of the applicable agreement. Obligations relating to trade secrets continue for so long as that information remains a trade secret.

10. Data protection and privacy

Our Privacy Policy explains how OriginalVoices processes personal data relating to users of the Services, website visitors and business contacts.

Where OriginalVoices processes personal data on behalf of Customer as a processor, the parties will enter into an appropriate data processing agreement where required by applicable data protection law.

Customer is responsible for ensuring that it has any rights, notices, consents or other lawful basis required for Customer Content it provides to OriginalVoices.

Nothing in our Privacy Policy expands our rights to use Customer Content beyond the rights given to us under these Terms or another written agreement with Customer.

11. Security and service providers

We will maintain reasonable technical and organisational measures designed to protect the Services and Customer Content against unauthorised access, disclosure, alteration or loss.

We may use affiliates, cloud infrastructure providers, AI providers and other third-party service providers to provide the Services.

Where a service provider processes Customer Confidential Information on our behalf, we will require that provider to be subject to confidentiality and data protection obligations appropriate to the services it provides.

12. APIs, integrations and automated access

Where your plan includes API, MCP, SDK or other programmatic access:

• you must keep credentials secure;
• you must comply with applicable rate limits and usage limits;
• you must not make credentials publicly available;
• you are responsible for applications, agents and systems you connect to the Services; and
• you must ensure your use of third-party integrations complies with the terms applicable to those services.

We may impose or change reasonable technical limits where necessary to protect security, availability or fair usage of the Services.

13. Fees, credits and subscriptions

Prices, credits, usage allowances and billing periods are displayed in the Services, agreed in an Order Form or otherwise agreed with you in writing.

Unless otherwise stated:

• subscription fees are charged in advance;
• paid subscriptions automatically renew for the applicable billing period until cancelled;
• unused credits expire in accordance with the rules applicable to your plan;
• payments are non-refundable except where required by law or expressly agreed otherwise;
• cancellation takes effect at the end of the current paid billing period; and
• we may suspend paid Services where undisputed fees are overdue.

Applicable taxes are payable in addition to stated fees unless the relevant price expressly includes them.

If the parties have signed an Order Form or other written commercial agreement containing different payment terms, that agreement will apply.

14. Service availability and changes

We will use commercially reasonable efforts to make the Services available and operate them reliably.

The Services may occasionally be unavailable because of:

• planned maintenance;
• emergency maintenance;
• security incidents;
• failures of third-party infrastructure;
• changes to third-party services; or
• events outside our reasonable control.

We may modify, improve or discontinue features from time to time.

Where a change would materially reduce core functionality of a paid Service during a committed subscription term, we will use reasonable efforts to provide advance notice.

Any specific service-level commitment will apply only where agreed separately in writing.

15. Suspension

We may suspend or restrict access to all or part of the Services where reasonably necessary because:

• you materially breach these Terms;
• undisputed fees are overdue;
• your use creates a security risk;
• your use threatens the stability or integrity of the Services;
• we reasonably believe your use is unlawful;
• continued provision would expose OriginalVoices or another person to material legal or regulatory risk; or
• we are required to do so by law.

Where reasonably practicable, we will notify you of the suspension and give you an opportunity to remedy the issue.

16. Termination

You may stop using the Services or cancel a subscription in accordance with your applicable plan.

Either party may terminate an agreement governed by these Terms where the other party commits a material breach and, where that breach is capable of remedy, fails to remedy it within 30 days after receiving written notice.

We may terminate access immediately for serious misuse, fraud, unlawful activity or material security risks.

On termination:

• your right to access the Services ends;
• outstanding fees remain payable;
• you retain ownership of your Inputs and Outputs;
• we may delete Customer Content in accordance with our ordinary retention and deletion processes, subject to applicable law; and
• provisions intended by their nature to survive termination will continue to apply.

Where you require specific return, retention or deletion arrangements for Customer Content, these may be agreed separately in writing.

17. Warranties and disclaimers

Each party warrants that it has authority to enter into these Terms.

We will provide the Services with reasonable care and skill.

Except as expressly stated in these Terms and to the fullest extent permitted by law, the Services and Outputs are provided without additional warranties, whether express, implied or statutory.

In particular, we do not warrant that:

• the Services will be uninterrupted or error-free;
• every Output will be complete or accurate;
• Outputs will produce a particular commercial result; or
• Outputs are appropriate for a purpose that you have not communicated to us.

Nothing in these Terms excludes rights or warranties that cannot lawfully be excluded.

18. Liability

Nothing in these Terms limits or excludes liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• any liability that cannot lawfully be limited or excluded.

Subject to the above, neither party will be liable for indirect or consequential loss, loss of profits, loss of revenue, loss of anticipated savings, loss of goodwill or loss arising from business interruption, except to the extent such loss forms part of a direct claim by a third party for which a party is liable under an express obligation in a separate written agreement.

OriginalVoices' total aggregate liability arising out of or in connection with the Services and these Terms will not exceed the fees paid or payable by Customer to OriginalVoices during the 12 months immediately preceding the event giving rise to the claim.

If Customer has used only free Services, OriginalVoices' total aggregate liability will not exceed £500.

The limitations in this section apply to the fullest extent permitted by law.

19. Changes to these Terms

We may update these Terms from time to time.

If we make a material change, we will provide reasonable notice before that change takes effect.

Changes will not retrospectively reduce contractual protections applicable to Customer Content already provided to us.

If you continue to use the Services after updated Terms take effect, the updated Terms will apply to your continued use.

However, no update to these online Terms will amend or supersede an Order Form, addendum, DPA or other written agreement signed by OriginalVoices and Customer unless that written agreement expressly provides otherwise.

20. Order of precedence

If you and OriginalVoices enter into an Order Form, TOS Addendum, DPA or other written agreement relating to the Services, that agreement will form part of the contractual relationship between the parties.

In the event of inconsistency, the following order of precedence applies unless expressly agreed otherwise:

1. a written agreement or addendum signed by both parties;
2. an applicable Order Form;
3. an applicable DPA, in relation to data protection matters;
4. these Terms; and
5. policies incorporated into these Terms.

21. General

Neither party may assign its rights or obligations under these Terms without the other party's consent, not to be unreasonably withheld or delayed, except that OriginalVoices may assign these Terms as part of a merger, acquisition, corporate reorganisation or sale of all or substantially all of its business or assets.

Neither party is liable for delay or failure caused by circumstances outside its reasonable control.

If any provision of these Terms is found unenforceable, the remaining provisions will continue in effect.

A failure to enforce a provision is not a waiver of that provision.

These Terms, together with any documents expressly incorporated into them and any applicable written agreement between the parties, constitute the agreement relating to the Services.

22. Governing law and jurisdiction

These Terms and any non-contractual obligations arising out of or in connection with them are governed by the laws of England and Wales.

The courts of England and Wales have exclusive jurisdiction over any dispute arising out of or in connection with these Terms or the Services.

23. Contact

For legal, compliance or contractual enquiries:

OV Labs Limited
2 Leman Street
London
United Kingdom
E1W 9US
hello@originalvoices.ai