Terms of Service

Last Updated: June 5, 2026

These Terms of Service ("Terms") form a binding agreement between you ("you", "User", "Customer") and Netpeak LTD, a company registered in England and Wales (company number 08991979) with its registered office at 41 Devonshire Street, Ground Floor, London, United Kingdom, W1G 7AJ ("eniq.ai", "we", "us", "our"), concerning your access to and use of the eniq.ai conversation intelligence platform available at https://eniq.ai, https://app.eniq.ai, and their APIs and associated services (collectively, the "Service").

By creating an account, clicking "I agree", connecting an integration, or otherwise using the Service, you agree to be bound by these Terms. If you do not agree, do not use the Service.

If you are accepting these Terms on behalf of an entity, you represent that you have authority to bind that entity, and "you" refers to that entity.

1. Definitions

"Service" means the eniq.ai platform, including the web application at app.eniq.ai, the APIs at api.eniq.ai, meeting bots, telephony connectors, integrations, and any other software, websites, or services we provide.
"Account" means the credentials and records associated with your use of the Service.
"Customer Data" means all data that you or your Authorized Users upload, submit, stream, ingest via API, or otherwise provide to the Service, including audio and video recordings, transcripts, chat and message content, communication metadata, CRM records, and any personal data contained therein.
"Authorized User" means an employee, contractor, or agent of yours who is authorized to use the Service under your Account.
"Data Subject" means a natural person whose personal data is contained in Customer Data, including your customers, prospects, employees, and call/meeting participants.
"AI Output" means any transcription, summary, score, tag, classification, sentiment analysis, coaching insight, or other result generated by the Service using artificial intelligence, machine learning, or automated processing.
"Subscription" means your paid or free plan for the Service.
"Documentation" means our published user guides and help materials.

2. Eligibility and Account Registration

2.1 Eligibility

You must be at least 18 years old and legally able to enter into binding contracts to use the Service. The Service is not intended for children, and we do not knowingly collect personal data from anyone under 16 (or under 13 for users in the United States).

2.2 Account

You must provide accurate, current, and complete information during registration and keep that information up to date. You are responsible for (a) maintaining the confidentiality of your credentials, (b) all activity that occurs under your Account, and (c) notifying us immediately at [email protected] of any unauthorized access.

2.3 Authorized Users

You may permit Authorized Users to access the Service on your behalf. You are responsible for their compliance with these Terms and for all acts and omissions of your Authorized Users. Credentials may not be shared between individuals.

2.4 Role-Based Access

The Service provides role-based permissions (Owner, Admin, Team Leader, Analyst, User, plus custom roles). You are responsible for correctly configuring roles and access for your organization and for the consequences of the access you grant.

3. The Service

3.1 What the Service Does

The Service enables you to:

upload, stream, record, or ingest via API telephone calls, online meetings (including Zoom, Google Meet, Microsoft Teams, Webex, and similar platforms), chats and messages (including live-chat widgets, WhatsApp, Telegram, Viber, Facebook Messenger, Instagram Direct, SMS/MMS, email, and similar), and other customer communications;
obtain AI-generated transcriptions, summaries, scorecards, sentiment analyses, and coaching insights;
integrate with customer relationship management ("CRM"), telephony, and chat systems that you connect through your project settings, including (as available) native connectors for Zoho, HubSpot, Pipedrive, Salesforce, Creatio, and various telephony providers, as well as generic REST/Webhook APIs that allow you to ingest audio, transcripts, or messages from any telephony, contact-center, or chat platform of your choice;
receive notifications and reports by email and messaging channels (including Telegram).

3.2 Beta and Evaluation Features

We may designate certain features as "beta", "preview", "experimental", or similar. Such features are provided "as is" and may be modified, suspended, or discontinued at any time without notice. Service-level commitments (if any) do not apply to beta features.

3.3 Updates

We may update, modify, or enhance the Service at any time. We will use reasonable efforts to avoid removing core functionality from paid Subscriptions without notice.

4. Recording, Ingesting, and Analyzing Communications — Your Responsibilities (IMPORTANT)

You are solely responsible for ensuring that your use of the Service — including recording, uploading, ingesting via API, transcribing, and analyzing any voice call, video meeting, chat, instant message, email, or other communication — complies with all laws and regulations applicable to you, your Authorized Users, and every Data Subject whose voice, image, text, or other communications are captured by the Service.

This applies to all communication sources connected to the Service, including but not limited to:

inbound and outbound telephony calls (from any telephony, PBX, or contact-center platform you connect);
online meetings (Zoom, Google Meet, Microsoft Teams, Webex, and similar);
chat and messaging platforms (live-chat widgets, WhatsApp, Telegram, Viber, Facebook Messenger, Instagram Direct, SMS/MMS, email-to-chat, and similar);
contact-center interactions and transcripts streamed or uploaded through our generic APIs;
any audio, video, text, or transcript files you upload directly.

This includes, without limitation:

Consent and wiretap laws. Many jurisdictions (including "two-party consent" states in the United States such as California, Florida, Illinois, Massachusetts, Pennsylvania, and Washington, and many European jurisdictions under the GDPR and the ePrivacy Directive) require the knowledge and/or consent of all participants before a call, meeting, or private message may be recorded, intercepted, stored, or analyzed.
Chat and messaging platforms. Many platforms' own terms of service prohibit bulk export, scraping, automated analysis, or sharing of message content with third parties without user consent. You are responsible for verifying that your ingestion of chat/messaging data is permitted by the source platform's terms and applicable law (including anti-spam, anti-scraping, and data-protection rules).
Employee and agent monitoring. Monitoring of your own employees, agents, or contractors — whether on calls, meetings, or chats — may be subject to employment, works-council, collective-bargaining, and worker-representation rules.
Notices and disclosures. You must provide any legally required notices to participants (for example, announcements that a call is being recorded, visual indicators on video calls that a bot is joining, notices in chat widgets that messages are analyzed, and corresponding notices in the privacy policies you publish to your end-users).
Lawful basis under GDPR. Where GDPR applies, you act as the "controller" of Customer Data and must identify a lawful basis for processing and maintain records of processing activities.
Sensitive content. You must not use the Service to record, ingest, or analyze communications containing special categories of data (e.g., health, biometric, or other sensitive information) unless you have a lawful basis and have assessed the risks.

We do not review communications before they are recorded or ingested, do not verify that consent has been obtained, do not check the rules of source platforms, and do not notify participants on your behalf (beyond any default indicators offered by an underlying meeting platform). You indemnify us against all claims arising from recording, ingesting, processing, or disclosing communications without the required consents, platform permissions, or notices (see Section 15).

5. Acceptable Use

You agree not to, and not to permit any Authorized User or third party to:

1. use the Service to record, intercept, transcribe, or analyze any communication without the consents required by applicable law; 2. use the Service to stalk, harass, defame, blackmail, or harm any person; 3. upload, transmit, or generate content that is unlawful, infringes intellectual property or privacy rights, is defamatory, obscene, or constitutes hate speech; 4. upload malware, exploit vulnerabilities, perform penetration testing or load testing without our prior written consent, attempt to circumvent access controls, rate limits, or usage metering, or otherwise interfere with the Service; 5. reverse-engineer, decompile, disassemble, or attempt to derive the source code of the Service, except to the extent applicable law expressly prohibits that restriction; 6. use the Service to train, fine-tune, or develop a product or model that competes with the Service or with any large-language-model, speech-recognition, or conversation-analytics offering; 7. resell, sublicense, rent, lease, or make the Service available to third parties except as Authorized Users under your Account; 8. use the Service in connection with the operation of critical infrastructure, life-safety systems, medical diagnosis, credit decisions, or any other high-risk decision-making without conducting your own independent verification; 9. violate any applicable law, including data-protection, consumer-protection, export-control, anti-bribery, sanctions, and telemarketing laws (including the TCPA and analogous laws); 10. use automated systems, scraping, or unreasonable request volumes outside of rate limits documented by us.

We may suspend or terminate access at any time for violations of this Section (see Section 16).

6. Subscriptions, Fees, and Payment

6.1 Plans and Fees

The Service is offered under one or more Subscription plans described on our pricing page at https://eniq.ai. Fees, features, minutes/credits, and usage limits are as described on that page or in an order form agreed between us.

6.2 Billing

Subscriptions are billed in advance on a recurring basis (monthly or annually, as selected). Payments are processed by Stripe, Inc. You authorize us and Stripe to charge your payment method for all fees, taxes, and usage overages. You are responsible for keeping your payment information current.

6.3 Taxes

Fees are exclusive of value-added tax, goods-and-services tax, sales tax, withholding taxes, and similar levies, all of which you are responsible for paying in addition to the fees, unless we are legally required to collect them.

6.4 Renewal

Subscriptions automatically renew for successive terms equal to the then-current term unless either party gives notice of non-renewal before the end of the current term through the in-product cancellation flow or by emailing [email protected].

6.5 Price Changes

We may change fees at any time. Price changes take effect at the start of the next renewal term after we give you at least 30 days' notice. If you do not agree, you may cancel before the change takes effect.

6.6 Free Trials

Free trials, if offered, end automatically and convert into a paid Subscription at the end of the trial period unless you cancel earlier. We may end or modify trial programs at any time.

6.7 Refunds

Except where required by applicable consumer-protection law (including, for consumers in the European Union and the United Kingdom, statutory withdrawal rights), all fees are non-refundable, including for unused minutes, credits, seats, or partial billing periods.

6.8 Overdue Accounts

Overdue amounts accrue interest at the lesser of 1.5% per month or the maximum rate permitted by law. We may suspend the Service if fees are more than 10 days overdue.

7. Customer Data and Privacy

7.1 Ownership

As between you and us, you retain all right, title, and interest in and to Customer Data. We do not claim ownership of Customer Data.

7.2 License to Us

You grant us a worldwide, non-exclusive, royalty-free license to host, copy, transmit, display, process, and otherwise use Customer Data solely to (a) provide and maintain the Service to you, (b) generate AI Output for you, (c) produce aggregated and de-identified statistics that cannot reasonably be used to identify you or any Data Subject, (d) enforce these Terms and comply with law, and (e) improve security, reliability, and error handling.

7.3 No Training Without Permission

We do not use Customer Data to train or fine-tune foundation models operated by us or by third-party AI providers, except with your explicit opt-in. Third-party AI providers listed in our Privacy Policy are engaged as processors on zero-retention or no-training terms where available.

7.4 Privacy Policy and Data Processing Addendum

Our handling of personal data is described in the Privacy Policy at https://eniq.ai/privacy-policy, which is incorporated into these Terms. If GDPR, UK GDPR, or similar law applies to your use, the Data Processing Addendum at https://eniq.ai/data-processing-agreement applies; in the event of conflict, the DPA controls with respect to personal data.

7.5 Your Responsibilities as Controller

You warrant that you have all rights, consents, and lawful bases necessary for us to process Customer Data as contemplated by these Terms. You will respond to data-subject requests directed to you; we will assist you as described in the DPA.

7.6 Security

We maintain reasonable technical and organizational measures designed to protect Customer Data, including encryption in transit (TLS), encryption of sensitive secrets at rest, role-based access controls, hashed passwords, and centralized error monitoring. No system is perfectly secure, and you agree that no warranty is made that the Service will be free of intrusions, data loss, or downtime.

7.7 Data Location

Customer Data may be stored and processed in Google Cloud Storage regions and in facilities of AI, telephony, and integration providers located in the European Union, the United Kingdom, the United States, and other jurisdictions where our providers operate. International transfers are governed by Standard Contractual Clauses or equivalent mechanisms as described in the DPA.

8. AI Outputs — Important Disclaimers

8.1 Probabilistic Output

The Service uses large-language models, speech-recognition models, and other probabilistic AI systems. AI Output may be incorrect, incomplete, biased, outdated, or misleading. Transcriptions may contain errors (including mis-heard words, speaker misattribution, and missing words). Summaries and scores may omit, misstate, or mischaracterize what was actually said.

8.2 No Reliance for Material Decisions

You are solely responsible for verifying AI Output before relying on it. AI Output is not legal, medical, financial, regulatory, employment, or professional advice. Do not use AI Output as the sole basis for any decision that materially affects an individual (including hiring, firing, discipline, credit, insurance, or health decisions). Where law requires human review of automated decisions, you must provide that review.

8.3 Third-Party AI Providers

AI Output may be produced, in whole or in part, by third-party model providers (for example, Anthropic, OpenAI, Google, xAI, and Groq). Their systems are subject to change, outage, and their own terms. We do not guarantee the behavior of third-party models.

8.4 Prohibited Uses of AI Output

You may not publish AI Output in a way that falsely attributes statements to a speaker who did not make them, or use AI Output to impersonate a real person.

9. Integrations and Third-Party Services

The Service may interoperate with third-party services that you enable (including CRMs, telephony platforms, meeting platforms, storage, and messaging). Those third parties are not under our control; your use of them is governed by their own terms and privacy policies. We are not responsible for the availability, accuracy, or legality of third-party services, and we are not liable for any loss caused by a third-party service.

When you connect an integration, you authorize us to exchange Customer Data with it as needed to perform the integration's function. You are responsible for the accuracy of credentials, scopes, and field-mapping configurations.

10. Intellectual Property

10.1 Our IP

We and our licensors own all right, title, and interest in and to the Service, Documentation, and all intellectual property embodied in them, including software, models, trademarks, logos, designs, and content authored by us. Except for the limited license in Section 10.2, no rights are granted to you.

10.2 Your License to the Service

Subject to your compliance with these Terms and payment of applicable fees, we grant you a non-exclusive, non-transferable, non-sublicensable, revocable right to access and use the Service during the term of your Subscription for your internal business purposes.

10.3 Feedback

If you provide feedback, ideas, or suggestions about the Service, you grant us a perpetual, irrevocable, worldwide, royalty-free license to use them without obligation to you.

10.4 Trademarks

"eniq.ai" is an EU trademark registered with the European Union Intellectual Property Office (EUIPO) under registration number 019288178. "eniq.ai", the eniq.ai logo, and related marks are trademarks of Netpeak LTD and may not be used without our prior written consent, except for fair-use descriptive references.

11. Confidentiality

Each party (the "Receiving Party") agrees to protect the other party's ("Disclosing Party's") confidential information with at least the same care it uses for its own similar information (but no less than reasonable care), to use it only for performance of these Terms, and to disclose it only to personnel with a need to know who are under obligations of confidentiality. Confidential information does not include information that is public (other than through the Receiving Party's breach), independently developed, or received from a third party without restriction.

12. Warranties and Disclaimers

EXCEPT AS EXPRESSLY STATED IN THESE TERMS, THE SERVICE AND ALL AI OUTPUTS ARE PROVIDED "AS IS" AND "AS AVAILABLE", WITH ALL FAULTS, AND WITHOUT WARRANTIES OF ANY KIND. WE EXPRESSLY DISCLAIM ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, QUIET ENJOYMENT, ACCURACY, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE, THAT DATA WILL NOT BE LOST, OR THAT ANY AI OUTPUT WILL BE ACCURATE, COMPLETE, OR FIT FOR ANY PURPOSE.

Some jurisdictions do not allow exclusion of implied warranties, so some of the above exclusions may not apply to you; in that case, such warranties are limited to the minimum permitted by law.

13. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

(a) NEITHER PARTY SHALL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUE, SAVINGS, BUSINESS, GOODWILL, OR DATA, REGARDLESS OF THEORY OF LIABILITY AND EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

(b) OUR AGGREGATE LIABILITY FOR ALL CLAIMS ARISING FROM OR RELATED TO THE SERVICE OR THESE TERMS SHALL NOT EXCEED THE GREATER OF (i) THE FEES YOU PAID TO US FOR THE SERVICE IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (ii) ONE HUNDRED EUROS (€100).

(c) THESE LIMITATIONS APPLY TO ALL CAUSES OF ACTION, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, OR OTHERWISE.

Exclusions. Nothing in these Terms limits either party's liability for: (i) fraud or fraudulent misrepresentation; (ii) death or personal injury caused by that party's negligence; (iii) willful misconduct; (iv) amounts payable under Section 6 (Fees); (v) your indemnification obligations under Section 15; or (vi) any other liability that cannot be excluded or limited under applicable law (including, for consumers in the EU and UK, rights under mandatory consumer-protection statutes).

Some jurisdictions do not allow the exclusion or limitation of certain damages; in those jurisdictions, our liability is limited to the minimum permitted by law.

14. Ukraine Consumers / Special Consumer Rights

If you are a consumer (a natural person acting outside your trade, business, or profession) resident in the European Union, the United Kingdom, or Ukraine, nothing in these Terms affects your non-waivable statutory rights, including statutory withdrawal periods, conformity/warranty rights, and your right to bring proceedings in the courts of your habitual residence.

15. Indemnification

You will defend, indemnify, and hold harmless Netpeak LTD and its affiliates, officers, directors, employees, and agents from and against all third-party claims, damages, liabilities, penalties, and reasonable attorneys' fees arising from or related to: (a) your or any Authorized User's breach of these Terms; (b) Customer Data, including any claim that its collection, upload, transcription, or analysis infringes any right or violates any law (including recording-consent, wiretap, data-protection, or telemarketing laws); (c) your use of AI Output, including any decision you make based on AI Output; (d) your violation of any third-party right, including intellectual property, publicity, or privacy rights; and (e) your integrations with third-party services.

We will notify you promptly of any claim, allow you to control the defense (with our approval of counsel, not unreasonably withheld), and cooperate reasonably. You may not settle any claim that imposes any obligation on us without our prior written consent.

16. Suspension and Termination

16.1 Termination by You

You may terminate these Terms for any reason by cancelling your Subscription in-product or by giving written notice to [email protected]. Termination takes effect at the end of your then-current billing period; prepaid fees are not refundable (except as required by law).

16.2 Suspension and Termination by Us

We may suspend or terminate the Service (in whole or in part) immediately if: (a) you materially breach these Terms and fail to cure within 10 days of written notice (or immediately for breaches that cannot be cured or that involve Section 4 or Section 5); (b) you fail to pay undisputed amounts when due; (c) your use creates a security, legal, or reputational risk; (d) required by law or a governmental authority; or (e) you become insolvent, file for bankruptcy, or cease operations.

16.3 Effect of Termination

Upon termination: (a) your access to the Service ends; (b) all outstanding fees become immediately due; (c) we will delete Customer Data on the schedule described in the Privacy Policy, except as required by law or to resolve disputes; (d) upon request within 30 days of termination, we will provide you a commercially reasonable export of Customer Data in a structured, commonly used format.

16.4 Survival

Sections that by their nature should survive (including 4, 5, 7, 10, 11, 12, 13, 15, 16.3, 16.4, 17, 18) survive termination.

17. Governing Law, Venue, and Dispute Resolution

17.1 Governing Law

These Terms are governed by the laws of England and Wales, without regard to its conflict-of-laws rules. The UN Convention on Contracts for the International Sale of Goods does not apply.

17.2 Venue

Subject to Section 17.3, all disputes shall be brought exclusively in the courts located in London, United Kingdom, and each party submits to the personal jurisdiction of those courts.

17.3 Informal Resolution

Before filing any claim, the parties will make a good-faith effort to resolve the dispute by notifying the other at [email protected] and discussing the matter for at least 30 days.

17.4 Class Action Waiver

To the extent permitted by law, each party waives any right to participate in a class, collective, or representative action against the other.

17.5 Consumer Exception

This Section 17 does not deprive a consumer of protective jurisdictional or choice-of-law rules that apply under mandatory local law.

18. General

18.1 Entire Agreement

These Terms (together with the Privacy Policy, DPA, and any order form) are the entire agreement between the parties and supersede all prior agreements regarding the Service.

18.2 Order of Precedence

If there is a conflict, the order is: (1) executed order form, (2) DPA (for personal data matters), (3) these Terms, (4) Privacy Policy, (5) Documentation.

18.3 Changes to the Terms

We may modify these Terms at any time. For material changes, we will notify you by email or in-product at least 15 days before they take effect. Continued use after the effective date is acceptance. If you do not agree, stop using the Service.

18.4 Assignment

You may not assign these Terms without our prior written consent. We may assign them without restriction, including to an affiliate or in connection with a merger, reorganization, or sale.

18.5 Force Majeure

Neither party is liable for failure or delay caused by events beyond its reasonable control, including acts of God, war, armed conflict (including the armed aggression against Ukraine), civil unrest, pandemic, labor disputes, failures of third-party AI, telephony, or cloud providers, internet outages, and governmental action.

18.6 Notices

Notices to us must be sent to [email protected]. Notices to you will be sent to the email associated with your Account or posted in the Service. Notices are deemed given on receipt (for email) or on posting (in-product).

18.7 No Waiver; Severability

A failure to enforce any right is not a waiver. If any provision is held unenforceable, it will be modified to the minimum extent necessary, and the remainder of these Terms will remain in effect.

18.8 Relationship of Parties

The parties are independent contractors. Nothing creates an agency, partnership, employment, or joint venture relationship.

18.9 Export Controls and Sanctions

You represent that you, your Authorized Users, and your end-users are not located in, or a resident or national of, a country or territory subject to comprehensive sanctions (including, as applicable, the temporarily occupied territories of Ukraine, the Russian Federation, Belarus, Iran, North Korea, Syria, and Cuba), are not listed on any restricted-party list, and will not use the Service in violation of export-control or sanctions laws.

18.10 Government Users

The Service is a "commercial item" as defined in FAR 2.101, and any use by U.S. government agencies is subject to these Terms.

19. Contact

Questions about these Terms:

Email: [email protected]
Billing: [email protected]
Security: [email protected]
Postal: Netpeak LTD, 41 Devonshire Street, Ground Floor, London, United Kingdom, W1G 7AJ