Terms of Business

1. About These Terms

These Terms of Business ("Terms") govern your access to and use of the Total View AI platform ("Platform") operated by Human in the Loop Limited, trading as HITL Ltd ("we", "us", "our", the "Provider").

By creating an account, accessing the Platform, or using our Services, you agree to be bound by these Terms. If you are entering into these Terms on behalf of a company or organisation, you represent and warrant that you have the authority to bind that entity.

If you have entered into a separate Master Services Agreement ("MSA") with us, the MSA shall take precedence over these Terms to the extent of any conflict.

We reserve the right to update these Terms at any time. Material changes will be notified to you at least 30 days in advance via email or in-Platform notification. Continued use of the Platform after the effective date of changes constitutes acceptance.

2. The Platform and Services

Total View AI is an AI-powered quality assurance platform that provides:

• Automated transcription of call recordings using speech-to-text technology
• AI-powered quality analysis generating quality scores, compliance flags, and performance insights
• Campaign management for organising and tracking quality assessments
• Dashboard and reporting for operational visibility
• API access for integration with third-party systems (where included in your plan)

The Platform is designed for use by businesses operating call centres, contact centres, and customer service operations, particularly those in regulated industries including financial services, telecommunications, legal services, and healthcare.

The Platform is not a substitute for human quality assurance review, legal advice, regulatory compliance advice, or professional opinion. All outputs are advisory in nature.

3. Account Registration and Access

To use the Platform, you must create an account with accurate and complete information. You are responsible for maintaining the confidentiality of your login credentials.

You must immediately notify us of any unauthorised access to or use of your account.

You may invite Authorised Users under your account. You are responsible for the actions of all Authorised Users and for ensuring they comply with these Terms.

We reserve the right to suspend or terminate accounts that:

• violate these Terms;
• are used for unlawful purposes;
• pose a security risk to the Platform or other users; or
• have outstanding unpaid Fees for more than 30 days.

4. Acceptable Use

You shall use the Platform only for its intended purpose of quality assurance and compliance monitoring of call recordings.

You shall not:

• upload content that you do not have the legal right to process, including call recordings made without proper consent or legal basis;
• use the Platform to conduct surveillance of individuals without lawful authority;
• attempt to extract, reverse engineer, or derive the underlying algorithms, models, or scoring logic;
• use Quality Scores as the sole and determinative basis for any employment, disciplinary, termination, or regulatory decision — human review and judgement must be applied;
• redistribute, resell, or sublicense access to the Platform or its outputs without our written consent;
• upload malicious code, attempt to compromise Platform security, or interfere with other users' access;
• use the Platform in any manner that could bring the Provider into disrepute; or
• exceed any usage limits specified in your plan or Order Form.

You acknowledge that you are solely responsible for:

• ensuring all call recordings are made lawfully and with appropriate consents under applicable law, including the Regulation of Investigatory Powers Act 2000 (RIPA), the Telecommunications (Lawful Business Practice) Regulations 2000, and equivalent legislation in your jurisdiction;
• informing call participants that recordings may be processed by AI for quality assurance purposes;
• complying with all regulatory requirements applicable to your industry, including FCA TCF (Treating Customers Fairly) principles, Ofcom General Conditions, SRA Standards and Regulations, and ICO guidance on automated processing; and
• conducting a Data Protection Impact Assessment (DPIA) where required before submitting call recordings containing special category data.

5. Fees and Billing

5.1 Merchant of Record

All payments for the Platform are processed by Paddle.com Market Limited (for sales outside the United States) or Paddle.com Inc (for sales within the United States), acting as our Merchant of Record. When you purchase a subscription, you are purchasing from Paddle, who is the authorised reseller of the Platform on behalf of Human in the Loop Limited. Your purchase is subject to Paddle's consumer terms and conditions in addition to these Terms.

5.2 Pricing Model

Fees are calculated on a per-hour basis measured by the duration of transcribed call audio processed through the Platform.

5.3 Volume Discounts

Reduced per-hour rates are available based on committed monthly volume tiers. Volume tiers are assessed monthly. If your actual usage in any month falls below your committed tier, you shall still pay the committed tier amount.

5.4 Upfront Monthly Payment

You shall pay the estimated monthly Fees in advance on or before the 1st business day of each calendar month, based on your selected volume tier.

5.5 Overage Charges

If your usage in any month exceeds the prepaid committed volume:

• overage is calculated at the per-hour overage rate applicable to your plan;
• overage charges accrue and are invoiced daily as usage occurs; and
• daily overage invoices are payable upon receipt.

5.6 Non-Payment and Service Suspension

• If any invoice remains unpaid for more than 3 calendar days after the due date, we will issue a payment warning notice to your designated billing contact.
• If payment is not received within 3 calendar days of the warning notice, we may suspend access to the Platform without further notice.
• We will issue at least two warning notifications (via email and in-Platform alert) before any suspension takes effect.
• During suspension, your stored Call Data will be retained for 30 days, after which we may delete it upon 7 days' written notice.
• Access will be restored promptly upon receipt of all outstanding Fees.

All Fees are exclusive of applicable taxes (including VAT), which are payable in addition. We may charge interest on overdue amounts at 4% per annum above the Bank of England base rate, accruing daily.

We may adjust pricing upon 60 days' written notice for the next billing period.

5.7 Cancellation and Refunds

You may cancel your subscription within 14 days of your initial purchase for a full refund. To request a cancellation or refund, contact Paddle (our Merchant of Record) directly via their support channels. Refund requests must be submitted within 14 days of the Transaction date.

After the 14-day refund period, refunds are provided at the sole discretion of Paddle on a case-by-case basis.

For subscription renewals, there are no refunds on unused subscription periods. If you wish to cancel a recurring subscription, you must do so at least 48 hours before the end of the current billing period. Your cancellation will take effect at the next payment date.

This does not affect your statutory rights as a consumer in relation to products which are not as described, faulty, or not fit for purpose.

6. Data and Privacy

Our processing of personal data is governed by our Privacy Policy, which forms part of these Terms.

When you upload Call Data to the Platform:

• You are the Data Controller. You determine the purposes and means of processing the personal data within the Call Data.
• We are the Data Processor. We process Call Data solely on your instructions and in accordance with our Data Processing Addendum.
• You warrant that you have obtained all necessary consents, authorisations, and legal bases required under Data Protection Legislation for the processing of Call Data.

We process all Call Data within the European Union. We do not transfer Call Data outside the EU without your prior written consent and appropriate safeguards.

Upon termination, you may request return or deletion of your Call Data within 30 days. After this period, we will securely delete all Call Data.

7. Intellectual Property

All rights in the Platform — including software, algorithms, scoring models, AI prompts, documentation, trade marks, and branding — are and remain the exclusive property of Human in the Loop Limited.

All rights in Call Data remain your property. We claim no ownership over your data.

You grant us a limited licence to process your Call Data solely for the purpose of delivering the Services.

With your consent (which may be withdrawn by written notice), we may use anonymised and aggregated data derived from your usage for the purposes of improving the Platform, generating industry benchmarks, and developing new features. Such data will not identify you or any individual.

8. AI Disclaimer

9. Warranties and Disclaimers

We warrant that:

• the Platform will perform substantially in accordance with its published documentation;
• we will provide the Services with reasonable care and skill; and
• we have the authority to enter into these Terms.

Except as expressly stated above, we disclaim all warranties, whether express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, and non-infringement, to the maximum extent permitted by law.

We do not warrant that:

• the Platform will be available without interruption or error;
• defects will be corrected within any particular timeframe;
• the Platform will meet any specific regulatory standard applicable to your industry; or
• Quality Scores will align with the outcomes of manual quality assurance reviews.

10. Limitation of Liability

Our total aggregate liability under or in connection with these Terms shall not exceed the total Fees you have paid to us in the 12-month period immediately preceding the date the claim arose.

For claims arising from a breach of our data protection obligations (clause 6), our total aggregate liability shall not exceed 200% of the total Fees paid in the 12-month period preceding the claim. This is inclusive of the general cap.

We shall not be liable for any:

• loss of profits, revenue, or anticipated savings;
• loss of business, contracts, or business opportunity;
• loss of or damage to goodwill or reputation;
• indirect, consequential, incidental, or special losses;
• losses arising from your reliance on Quality Scores without appropriate human review;
• regulatory fines or penalties imposed on you (except to the extent directly caused by our breach of clause 6); or
• losses arising from interruption to third-party services outside our control (including AI provider outages).

Nothing in these Terms excludes or limits liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• any liability that cannot legally be excluded; or
• wilful misconduct.

11. Indemnification

You shall indemnify and hold us harmless against all claims, losses, costs, and expenses arising from:

• your breach of these Terms, including the Acceptable Use provisions;
• the content or legality of Call Data you submit;
• your failure to obtain required consents or lawful bases for processing;
• your use of Quality Scores in a manner inconsistent with clause 8 (AI Disclaimer); or
• any third-party claim arising from your use of the Platform.

We shall indemnify you against claims that the Platform infringes a third party's intellectual property rights, provided you promptly notify us and give us control of the defence.

12. Term and Termination

These Terms apply from the date you create an account and continue until terminated.

Self-service plans: Either party may terminate upon 30 days' written notice at the end of any billing period.

Enterprise/Order Form plans: Termination is governed by the applicable Order Form or MSA.

We may terminate or suspend your access immediately if you:

• commit a material breach of these Terms;
• use the Platform unlawfully;
• fail to pay Fees that are more than 30 days overdue; or
• become insolvent or cease trading.

Upon termination:

• your right to access the Platform ceases immediately;
• outstanding Fees remain payable;
• you may request data export within 30 days; and
• clauses 7, 8, 9, 10, 11, 13, and 14 survive termination.

13. Regulatory Acknowledgment

We acknowledge that many of our clients operate in regulated industries. While we design our Platform with regulated environments in mind, we make no representation that the Platform satisfies any specific regulatory standard or requirement.

You are solely responsible for:

• determining whether the Platform is suitable for your regulatory environment;
• conducting any required due diligence, risk assessments, or DPIAs;
• ensuring that your use of AI-generated quality assessments complies with applicable regulatory guidance (including FCA guidance on AI in financial services, Ofcom quality of service requirements, and ICO guidance on automated processing); and
• maintaining records demonstrating meaningful human oversight of AI-assisted decisions.

We will cooperate, at your reasonable cost, with regulatory audits and information requests related to our Services.

14. General Provisions

14.1 Governing Law

These Terms are governed by the laws of the Isle of Man. The courts of the Isle of Man shall have exclusive jurisdiction.

14.2 Force Majeure

We shall not be liable for delays or failures caused by events beyond our reasonable control, including natural disasters, war, pandemic, government action, power outages, or failure of third-party infrastructure.

14.3 Entire Agreement

These Terms (together with the Privacy Policy, any Order Form, and any MSA) constitute the entire agreement between us regarding the subject matter.

14.4 Severability

If any provision is found to be unenforceable, the remaining provisions continue in full force.

14.5 No Waiver

Our failure to enforce any right does not constitute a waiver of that right.

14.6 Assignment

You may not assign your rights under these Terms without our written consent. We may assign to a successor entity.

14.7 Notices

Notices to us should be sent to legal@totalview.ai. We will send notices to the email address associated with your account.

14.8 Third Party Rights

No person other than the parties has any right to enforce these Terms.

Contact Us

If you have any questions about these Terms, please contact us: