Terms of Service

1. The service

Grounded lets you upload documentation, turns it into a searchable index, and answers questions from it through a dashboard, an embeddable website widget and an MCP endpoint (the “Service”). Answers are generated by third-party language models from passages retrieved from your documentation.

We may change, improve or remove features over time. If we remove a feature that is material to a paid plan you are on, we will tell you in advance and you may cancel.

2. Accounts

• You must give accurate account information and keep your credentials secret.
• You are responsible for everything done under your account, including by anyone you give access to and by visitors using a widget you have installed.
• Tell us promptly if you suspect unauthorised access to your account.

3. Plans, trials and payment

• Paid plans are billed in advance, monthly, through our payment processor (Stripe), and renew automatically until cancelled. Prices are shown on the pricing page and exclude taxes, which are added where applicable.
• A free trial converts to the paid plan at the end of the trial unless you cancel before it ends. We may limit trials to one per organisation.
• You can cancel at any time from the billing page. Cancellation takes effect at the end of the current billing period. Fees already paid are non-refundable, except where the law requires otherwise.
• Usage limits (bots, documents, messages, test questions) are part of each plan. When a limit is reached, the Service stops the relevant action until the next period or an upgrade; it does not charge overage.
• If a payment fails, we may suspend paid features after notice. We may change prices with at least 30 days’ notice; the change applies from your next billing period.

4. Your content

“Customer Content” means the documents, URLs, settings and instructions you provide, and the questions your visitors ask and the answers generated for them. You keep all rights in it. You grant us a worldwide, non-exclusive licence to host, copy, process and transmit Customer Content only as needed to provide, secure and support the Service.

You are solely responsible for Customer Content, and you confirm that:

• you have the rights and permissions needed to upload it and have it processed;
• it does not include special categories of personal data, health data, payment card data, government identifiers or other sensitive data, unless we have agreed in writing;
• you give your website visitors any notice and obtain any consent the law requires for the widget, including a privacy notice that covers it.

Personal data in Customer Content is processed under our Data Processing Agreement, which forms part of these terms.

5. AI-generated answers

Answers are generated automatically by language models and may be incomplete, outdated or wrong, even when they cite a source. A citation shows which passage an answer was built from; it does not guarantee that the answer reads that passage correctly. The confidence signal and the “not covered by the documentation” reply reduce, but do not remove, the risk of a wrong answer.

• Answers are not legal, medical, financial, tax or other professional advice, and must not be relied on as such.
• You decide where to deploy the Service and are responsible for reviewing its output and for any decision, statement or action based on it — including what your visitors do with it.
• Drafts the Service suggests for your documentation are suggestions. Nothing is published until you publish it, and you are responsible for what you publish.

6. Acceptable use

You must not, and must not let anyone else:

• use the Service for anything unlawful, deceptive, harassing or infringing;
• upload malware, or content you have no right to use, or use the Service to process data of children or sensitive data contrary to section 4;
• probe, scan or test the vulnerability of the Service, bypass rate limits, quotas or access controls, or interfere with other customers;
• resell, sublicense or provide the Service to third parties as a standalone product, or use it to build a competing service;
• reverse engineer the Service, except where the law expressly allows it, or extract models, prompts or other customers’ data.

We may suspend access, without liability, to stop a breach of this section or a risk to the Service, other customers or third parties. We will tell you, and restore access once the issue is resolved, where that is reasonable.

7. Third-party services

The Service relies on third parties for hosting, model inference and payments — they are listed in the Data Processing Agreement. Requests to language models are routed only to providers that do not retain them. We are not responsible for third-party services you choose to connect, such as an MCP client, or for outages of providers outside our reasonable control.

8. Demos built from public documentation

We may build a demonstration bot from documentation a company has published openly, to show that company what the Service would do. Such a demo is shared by private link, is hidden from search engines, ends after 14 days and is then deleted. If it uses your documentation and you would like it removed sooner, write to us and we will delete it.

9. Availability and support

We aim to keep the Service available and to fix problems promptly, but we do not promise uninterrupted or error-free operation, and no service-level agreement applies unless one is signed separately. We may perform maintenance, preferably with notice. Free plans, trials and demos are provided without any commitment.

10. Our intellectual property

The Service, its software, design and documentation belong to us or our licensors. These terms give you a right to use the Service during your subscription and nothing more. If you send us feedback, we may use it without obligation to you.

11. Confidentiality

Each party will protect the other’s non-public information with reasonable care, use it only for this agreement, and disclose it only to those who need it and are bound by similar duties, or where the law requires.

12. Disclaimer of warranties

To the maximum extent permitted by law, the Service and all output are provided “as is” and “as available”. We disclaim all warranties and conditions, express or implied, including merchantability, fitness for a particular purpose, accuracy, non-infringement and that the Service will meet your requirements.

13. Limitation of liability

To the maximum extent permitted by law:

• neither party is liable for any indirect, incidental, special, consequential or punitive damages, or for loss of profits, revenue, business, goodwill or data, however caused;
• we are not liable for any loss arising from reliance on generated answers, from Customer Content, or from your deployment of the Service;
• our total liability arising out of or relating to these terms and the Service is limited to the fees you paid us in the 12 months before the event giving rise to the claim, or 100 euros if you have paid nothing.

Nothing in these terms limits liability that cannot be limited by law, such as liability for intent, gross negligence, or death or personal injury caused by negligence.

14. Indemnity

You will defend and indemnify us, our affiliates and personnel against third-party claims, and the resulting losses, damages, fines and reasonable costs, arising from Customer Content, your use of the Service in breach of these terms or the law, or your visitors’ use of a widget you deployed.

15. Term and termination

• These terms apply while you have an account.
• You may stop using the Service at any time, and ask us to close your account by writing to the address below.
• We may terminate or suspend your account for material breach that is not cured within 14 days of notice, immediately for a breach of section 6, or with 30 days’ notice for any other reason (in which case we refund any prepaid fees for the unused period).
• After termination we delete Customer Content within 30 days, except where the law requires us to keep it. Keep your own copies of anything you need. Sections 4, 5 and 10–18 survive termination.

16. Changes to these terms

We may update these terms. For material changes we will notify you by email or in the app at least 30 days in advance. Continuing to use the Service after the change takes effect means you accept it; if you do not, you may cancel before then.

17. Governing law and disputes

These terms are governed by the laws of Hong Kong, without regard to its conflict-of-laws rules. The courts of Hong Kong have exclusive jurisdiction, except that either party may seek injunctive relief anywhere.

18. General

• These terms, the DPA and any order form are the entire agreement between us on their subject. If a provision is unenforceable, the rest remains in effect.
• You may not assign these terms without our consent; we may assign them to an affiliate or a successor to our business.
• Neither party is liable for delay or failure caused by events beyond its reasonable control.
• Not enforcing a provision is not a waiver of it.
• Notices to us go to the address below; notices to you go to your account email.

Massive Dynamic Limited, Hong Kong company registration no. 78076051. Unit 1603, 16/F, The L. Plaza, 367–375 Queen’s Road Central, Sheung Wan, Hong Kong. Email: support@mdhk.ltd.