These Terms of Service (the Terms) are an agreement between Definable AI Private Limited, a company registered in India with its office at Building 145, Sector 44, Gurugram, Haryana 122009 (Definable, we, us), and the person or organisation that uses the Services (Customer or you).
If you accept these Terms for an organisation, you confirm you have the authority to bind it, and "you" means that organisation. If you and Definable have signed an order form or another written agreement for the Services, it takes precedence over these Terms where the two conflict.
You accept these Terms by creating an account, by clicking to accept them, or by using the Services. If you don't agree, don't use the Services.
1. The Services
1.1 What Definable is. Definable is a platform for building and running AI agents. With it you can describe an agent and have Builder make it, connect the agent to third-party apps, give it knowledge files and skills, put it on channels such as Slack, WhatsApp, Telegram, a web app or a Chrome extension, schedule its work, and watch every run through traces, evaluations, approvals and reports (together, the Services).
1.2 How the Services change. We improve the Services all the time, so features may be added, changed or removed. We won't make a change that materially reduces the core of a paid plan during the term you've paid for. The current description of each feature is in our documentation.
1.3 Beta and experimental features. Features we label beta, preview or experimental are offered as they are, may change or stop at any time, and are excluded from any service level. Signing in to a model provider with a personal subscription (for example, Claude or ChatGPT) is one of them, and you must make sure that use is allowed by your agreement with that provider.
1.4 Order forms and supplemental terms. Some plans, add-ons or enterprise arrangements come with an order form or extra terms. Those apply in addition to these Terms.
2. Definitions
- Agent: an AI agent you build or run on the Services, including its instructions, tools, knowledge, skills and settings.
- Authorized User: a person you allow to use your workspace, such as an employee or contractor.
- Connected Service: a third-party app, website, API, MCP server or account you connect to the Services, for example through an app connection or a provider key.
- Credits: the units the Services use to measure and charge for usage, such as model calls Definable pays for, web searches and other metered features.
- Customer Data: everything you, your Authorized Users or your End Users put into the Services (Inputs) and everything the Services produce for you from it (Outputs), including messages, files, knowledge, run records and the content Agents read from Connected Services.
- End User: a person who uses one of your Agents but is not an Authorized User, for example a customer chatting with your Agent on WhatsApp or in its client app.
- Model Provider: the company that runs an AI model an Agent uses, such as Anthropic, OpenAI, Google, DeepSeek, Moonshot AI or OpenRouter.
- Workspace: the organisation account in the Services where your Agents, members, connections and data live.
3. Accounts and workspaces
3.1 Your account. You must give accurate information when you sign up and keep it current. You are responsible for everything done through your account and your Workspace, and for keeping sign-in methods, API keys and provider keys secret. Tell us at once at [email protected] if you think someone has used your account without permission.
3.2 Authorized Users. You may invite Authorized Users to your Workspace and decide what each may do. You are responsible for their use of the Services and for their compliance with these Terms.
3.3 Age. You must be at least 18 years old, and old enough to form a binding contract where you live, to use the Services.
3.4 Business use. The Services are built for businesses and professionals. If you use them as a consumer, Section 21 also applies to you.
4. Your data
4.1 You own your data. As between you and us, you own all Customer Data. We claim no ownership of your Inputs or Outputs.
4.2 What you let us do with it. You give us a worldwide, non-exclusive, royalty-free licence to host, copy, process, transmit and display Customer Data only to provide, secure and support the Services for you, to prevent abuse, and to meet legal obligations. That includes sending it to the Model Providers and Connected Services your Agents use.
4.3 No training on your data. We do not use Customer Data to train or fine-tune any AI model, ours or anyone else's, unless you ask us to in writing.
4.4 Your responsibilities. You confirm that you have the rights, notices and consents needed to put Customer Data into the Services and to have Agents read and act on Connected Services, and that doing so does not break any law or anyone's rights. You are responsible for the accuracy and legality of Customer Data and for how you use Outputs.
4.5 End Users. If your Agents serve End Users, you are responsible for them: for telling them they are talking to an AI, for your own terms and privacy notice to them, for obtaining any consent the law requires, and for answering their requests about their data. We process End Users' personal data for you as your processor, under the Data Processing Addendum.
4.6 Sensitive data. Unless we agree in writing, don't put the following into the Services: payment card numbers, government identity numbers such as Aadhaar or Social Security numbers, health records regulated by law, passwords for accounts other than through the Services' own connection and key features, or personal data of children. You bear the risk if you do.
4.7 Privacy and data processing. Our Privacy Policy explains how we handle personal data for our own purposes, such as your account and billing. Our Data Processing Addendum applies to personal data in Customer Data and forms part of these Terms.
4.8 Security. We protect Customer Data with the technical and organisational measures described in the Data Processing Addendum. No system is perfectly secure, and you are responsible for security on your side, including your devices, your Authorized Users' accounts and the permissions you give Agents.
5. Agents that act for you
5.1 Agents act on your instructions. An Agent can read and act in Connected Services, browse websites, run code in a sandbox and send messages, on its own schedule and without a person watching. Everything an Agent does with your connections, keys and channels is done on your behalf and at your direction, and you are responsible for it as if you had done it yourself.
5.2 Use the controls. The Services give you controls such as approvals for actions you choose, evaluations before you publish, per-action permissions on connected apps and a trace of every step. You decide which actions need a person's approval. We are not responsible for an action that an Agent took within the permissions you gave it.
5.3 Connections run as you. When you connect an account, an Agent acts as that account, with that account's access. Connect only accounts you are allowed to use this way, and give each Agent only the access it needs.
5.4 Browser actions. The Chrome extension lets an Agent read and act on web pages for the person using it, on sites that person allows. You are responsible for making sure that use is allowed by the websites concerned.
6. Acceptable use
You will not, and will not let anyone else, use the Services to:
- break any law, or infringe or misappropriate anyone's rights, including intellectual property and privacy rights;
- send spam or unsolicited messages, or message people on any channel without the consent that channel's rules or the law require;
- create or spread malware, phishing, fraud, deceptive impersonation, or content that sexually exploits children;
- harass, threaten or discriminate against people, or make decisions with legal or similarly significant effects on people without the human review the law requires;
- get around usage limits, approvals, sandbox boundaries, security controls or billing;
- probe, scan or test the vulnerability of the Services, except under a responsible disclosure agreed with us;
- access the Services to build a competing product, or copy, reverse engineer or resell them except as these Terms allow;
- scrape or automate websites or apps in breach of their terms, or overload any system;
- use a Model Provider or Connected Service in breach of its own terms or usage policies; or
- help anyone else do any of the above.
We may remove content or stop an Agent that we reasonably believe breaks this section.
7. Third-party services
7.1 Connected Services. Connected Services are run by third parties under their own terms and privacy policies, and your relationship with them is yours. We are not responsible for their availability, their changes, or what they do with data they receive.
7.2 Model Providers. Each Agent sends its conversations to the Model Provider that runs its model. If you use your own provider key (BYOK), you contract with that Model Provider directly, its terms govern that use, and its charges are yours to pay. If Definable pays for a model call, such as Builder or the Definable agent, we bill it to you in Credits.
7.3 Channels. Putting an Agent on WhatsApp, Slack, Telegram or another channel means following that channel's rules, including its rules on messaging people and on business use. WhatsApp connects as a linked device on the WhatsApp account you scan in, not through Meta's WhatsApp Business Platform. WhatsApp may limit or ban accounts it believes are automated, and that risk is yours; use a number you can afford to lose access to.
8. AI outputs
8.1 Outputs can be wrong. AI models predict their answers, so Outputs may be inaccurate, incomplete, out of date or offensive, even when they sound confident. Review Outputs, and check the actions Agents take, before relying on them.
8.2 Not professional advice. Outputs are not legal, medical, financial, tax or other professional advice.
8.3 Similar outputs. Other customers may receive Outputs similar to yours. Your rights in Outputs don't extend to similar Outputs produced for others.
8.4 You deploy your Agents. When you make an Agent available to others, you are its deployer: you decide what it is for, what it may do and who it serves, and you are responsible for meeting the laws that apply to that use, including laws on AI, consumer protection and automated decisions.
9. Fees, credits and payment
9.1 Plans and fees. Paid plans and add-ons are described on our pricing page or in your order form. Prices are in US dollars. Fees are charged in advance for each monthly or yearly billing period. Each period's plan adds its Credits to your Workspace's balance, and you can buy more as top-ups. When the balance runs out, runs that need Credits stop until you add more.
9.2 Credits. Credits stay in your balance until they are used, including after you change or cancel your plan, and lapse only when your Workspace is closed. Usage on your own provider keys or subscriptions never uses Credits. Credits have no cash value, cannot be transferred, and are not refundable except where the law requires.
9.3 Renewal and cancellation. Subscriptions renew automatically for the same period until cancelled. You can cancel at any time in your Workspace's billing settings; the cancellation takes effect at the end of the current period and you keep access until then. Fees already paid are not refunded, except where these Terms or the law say otherwise.
9.4 Payment. Payments are processed by our payment providers, currently Stripe and Razorpay, under their terms. You authorise us to charge your payment method for all fees when due. If a payment fails, we may retry it, and after notice we may suspend paid features until it is paid.
9.5 Price changes. We may change prices with at least 30 days' notice. A new price applies from your next renewal after the notice period, and you may cancel before then.
9.6 Taxes. Fees don't include taxes. You pay any applicable taxes, such as GST in India, except taxes on our income. If you must withhold tax, you will increase the payment so that we receive the full amount, or provide the documents that let us claim the credit.
9.7 Free plans and trials. Free plans and trials may be limited, changed or ended at any time. At the end of a trial, a paid plan starts only if you chose one.
10. Confidentiality
Each of us will keep the other's non-public information that is marked confidential, or that a reasonable person would understand to be confidential (Confidential Information), secret, and use it only to perform under these Terms. Customer Data is your Confidential Information. This doesn't cover information that is or becomes public through no fault of the receiver, that the receiver already had or develops independently, or that it rightfully receives from someone else without a duty of confidence. A receiver may disclose Confidential Information when the law requires, after giving the other party notice where the law allows.
11. Intellectual property
11.1 Ours. Definable owns the Services, including the software, models, designs, documentation and our trademarks, and everything we develop from them. Except for the rights these Terms grant, no rights pass to you.
11.2 Your right to use the Services. Subject to these Terms and payment of fees, we give you a non-exclusive, non-transferable right, during your subscription, to use the Services for your organisation's business.
11.3 Feedback. If you send us ideas or feedback, we may use them without obligation to you.
11.4 Usage data. We may collect data about how the Services are used and perform, such as feature use, error rates and run timings, and use it to run and improve the Services. We use it only in a form that doesn't identify you, your Authorized Users or your End Users, and it never contains Customer Data content.
12. Suspension
We may suspend all or part of your access without liability if: your account is overdue after notice; we reasonably believe your use breaks Section 6 or threatens the security, integrity or availability of the Services or others' data; the law or a competent authority requires it; or a Model Provider or Connected Service stops serving your use. We will limit the suspension to what is needed, tell you when we lawfully can, and restore access once the cause is resolved.
13. Term and termination
13.1 Term. These Terms apply from when you accept them until every subscription ends and you stop using the Services.
13.2 Termination by you. You may stop using the Services and delete your Workspace at any time. Cancelling a paid plan works as described in Section 9.3.
13.3 Termination by us. We may terminate these Terms or your access if you materially breach them and don't cure the breach within 30 days of notice, immediately if the breach can't be cured or is a serious breach of Section 6, or with 30 days' notice if we stop offering the Services. If we terminate for a reason other than your breach, we will refund prepaid fees for the unused part of the period.
13.4 What happens to your data. For 30 days after termination you can ask us at [email protected] to give you a copy of your Customer Data. After that we delete it, as described in the Data Processing Addendum, except for anything we must keep by law.
13.5 What survives. Sections 4, 8, 9 (for amounts owed), 10, 11, 13.4, 15, 16, 17, 18 and 23 survive termination.
14. Service levels and support
We offer support by email at [email protected]. Service levels, uptime commitments and dedicated support apply only where an order form or enterprise agreement says so.
15. Disclaimers
Except as these Terms expressly say, the Services, Outputs and everything provided through them are provided "as is" and "as available". To the fullest extent the law allows, Definable disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, title, non-infringement, accuracy, and uninterrupted or error-free operation. We don't warrant that Outputs will be accurate, that Agents will act as you intend, or that Model Providers or Connected Services will be available. Free and beta features carry no warranty at all.
16. Limitation of liability
16.1 Excluded damages. To the fullest extent the law allows, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, goodwill or data, however caused, even if told they were possible.
16.2 Cap. Each party's total liability arising out of or relating to these Terms is limited to the fees you paid to Definable in the 12 months before the event that gave rise to the claim, or USD 100 if that is greater.
16.3 Exceptions. The exclusions and cap in this section don't apply to your obligation to pay fees, to either party's indemnity obligations, to breach of Section 6, or to liability that the law does not allow to be limited, such as liability for fraud, gross negligence or wilful misconduct.
17. Indemnities
17.1 By Definable. We will defend you against any third-party claim that the Services, as we provide them, infringe that third party's intellectual property rights, and pay the damages and costs finally awarded or agreed in settlement. This doesn't apply to claims arising from Customer Data, Outputs, Connected Services, Model Providers, combinations we didn't provide, or use in breach of these Terms. If such a claim happens, we may change the Services so they don't infringe, get you the right to keep using them, or end the affected Services and refund prepaid fees for the unused period. This section is your only remedy for infringement claims.
17.2 By you. You will defend Definable against any third-party claim arising from your Customer Data, your Agents' actions, your use of Connected Services or Model Providers, or your breach of these Terms or the law, and pay the damages and costs finally awarded or agreed in settlement.
17.3 How it works. The party seeking defence must tell the other promptly, let it control the defence and settlement (no settlement may admit fault for, or impose obligations on, the defended party without its consent), and give reasonable help at the other's cost.
18. Governing law and disputes
18.1 Customers in the United States. If your billing address is in the United States, these Terms are governed by the laws of the State of Delaware, without regard to its conflict of law rules, and the state and federal courts in Delaware have exclusive jurisdiction over any dispute arising from them.
18.2 Everyone else. For all other customers, these Terms are governed by the laws of India. Any dispute arising from or relating to them will be settled by arbitration under the Arbitration and Conciliation Act, 1996, before a sole arbitrator appointed by agreement, seated in Gurugram, Haryana and conducted in English. Subject to that, the courts at Gurugram, Haryana have exclusive jurisdiction.
18.3 Urgent relief. Either party may ask any competent court for urgent or interim relief to protect its intellectual property or Confidential Information.
18.4 Talk first. Before starting a formal dispute, write to the other party and give it 30 days to try to resolve it with you in good faith.
19. Grievances
If you have a complaint about the Services, content on them or how we handle your data, write to our Grievance Officer, Anandesh Sharma, at [email protected] or Building 145, Sector 44, Gurugram, Haryana 122009. We acknowledge complaints within 24 hours and aim to resolve them within 15 days.
20. Export controls and sanctions
You will comply with the export control and sanctions laws that apply to the Services, including those of India, the United States and the European Union. You confirm that you are not located in a country subject to comprehensive embargo and are not on a government list of restricted parties, and you won't let anyone who is use the Services.
21. Consumers
If you use the Services as a consumer, nothing in these Terms limits the rights that consumer protection law in your country gives you and that cannot be excluded by contract. Where such a law gives you the right to withdraw from a purchase within a set period, you can exercise it by writing to [email protected]; if you asked us to start the Services within that period, you may owe a share of the fee for the time used.
22. Changes to these Terms
We may update these Terms. For a material change we will tell you by email or in the Services at least 30 days before it takes effect, unless the change is required by law or fixes a security issue sooner. If you keep using the Services after a change takes effect, you accept it; if you don't accept it, stop using the Services and cancel your plan before then. The date at the top shows when these Terms last changed.
23. General
23.1 Notices. We send notices to the email address on your account or in the Services; you send notices to [email protected]. You agree to receive agreements, notices and other communications from us electronically.
23.2 Assignment. You may not assign these Terms without our written consent. Either party may assign them without consent to a successor in a merger, acquisition or sale of substantially all of its assets.
23.3 Force majeure. Neither party is liable for a delay or failure caused by events beyond its reasonable control, such as natural disasters, war, terrorism, labour actions, government actions, or failures of the internet, utilities or third-party providers. This doesn't excuse paying fees.
23.4 Publicity. We may name you as a customer and show your logo unless you ask us not to at [email protected].
23.5 Relationship. The parties are independent contractors. These Terms create no partnership, agency or employment, and no third party has rights under them.
23.6 Whole agreement. These Terms, with the Privacy Policy, the Data Processing Addendum and any order form, are the whole agreement between us about the Services and replace any earlier agreement on the subject. If a provision is unenforceable, the rest stays in effect. A failure to enforce a provision is not a waiver. These Terms are written in English, which controls over any translation.
24. Contact
Definable AI Private Limited, Building 145, Sector 44, Gurugram, Haryana 122009, India. Email [email protected], phone +91 99969 44943.