Terms of Use

1. Agreement to terms

By accessing or using Outlain ("the Platform"), operated at outlain.ai, you agree to be bound by these Terms of Use ("Terms"). If you do not agree to these Terms, do not use the Platform.

If you are using the Platform on behalf of an organisation, you represent that you have authority to bind that organisation to these Terms. "You" refers to both the individual user and the organisation, as applicable.

2. Description of the service

Outlain is a product intelligence platform that helps product managers, founders, and teams turn research data (customer interviews, meeting transcripts, notes, and other documents) into structured, evidence-backed feature specifications. The Platform uses artificial intelligence to analyse uploaded content, extract themes, generate specifications, and provide a conversational research assistant.

3. Account registration

• You must provide accurate, complete, and current information when creating an account
• You are responsible for maintaining the confidentiality of your password and account credentials
• You are responsible for all activity that occurs under your account
• You must be at least 16 years of age to create an account
• One person may not maintain more than one free trial account. Creating multiple accounts to circumvent usage limits is a violation of these Terms
• You must notify us immediately of any unauthorised use of your account

4. Content ownership and licence

4.1 Your content

You retain all ownership rights to the content you upload to the Platform ("Your Content"), including documents, transcripts, notes, and any other materials. Outlain does not claim ownership of Your Content.

4.2 Licence you grant us

By uploading content, you grant Outlain a limited, non-exclusive, worldwide licence to process, store, analyse, and display Your Content solely for the purpose of providing the Platform's services to you. This licence terminates when you delete Your Content or close your account.

4.3 Generated outputs

Specifications, themes, analyses, dev-ready prompts, and other outputs generated by the Platform from Your Content ("Generated Outputs") are owned by you. You may use, modify, distribute, and commercialise Generated Outputs without restriction.

4.4 AI processing

Your Content is processed by third-party AI providers to generate outputs. These providers do not use your data to train their models. By using the Platform, you consent to this processing. See our Privacy Policy for details.

4.5 Data processing for Team and Enterprise

For Team and Enterprise customers where Outlain processes personal data on your behalf, we act as a data processor under GDPR Article 28. We offer a Data Processing Agreement (DPA) upon request. Contact us at outlain.ai/about/contact to request a DPA.

4.6 Feedback

Any feedback, suggestions, or ideas you provide about the Platform may be used by us without obligation or compensation to you.

5. Acceptable use

You agree not to:

• Upload content that is illegal, defamatory, or infringes third-party intellectual property rights
• Upload content containing malware, viruses, or other harmful code
• Attempt to gain unauthorised access to other users' accounts or data
• Use the Platform to build a competing product or service
• Reverse-engineer, decompile, or scrape the Platform's code, APIs, or AI outputs
• Use automated tools (bots, scrapers) to access the Platform without our written permission
• Circumvent usage limits, billing, or access controls
• Share your account credentials with others (Team plans provide multi-user access)
• Use the Platform in a way that disrupts, degrades, or impairs its performance for other users

6. Copyright infringement and takedown

We respect the intellectual property rights of others. If you believe that content on the Platform infringes your copyright, you may submit a takedown notice containing:

• Identification of the copyrighted work you claim has been infringed
• Identification of the material on the Platform that you claim is infringing, with sufficient detail for us to locate it
• Your contact information (name, address, email, phone number)
• A statement that you have a good-faith belief that the use is not authorised by the copyright owner, its agent, or the law
• A statement, under penalty of perjury, that the information in the notice is accurate and that you are authorised to act on behalf of the copyright owner
• Your physical or electronic signature

Send takedown notices to outlain.ai/about/contact, marked "DMCA Takedown Notice." Our designated agent for copyright notices is the Outlain legal team, reachable at the same address. We will review and respond to valid notices within 10 business days in accordance with the US Digital Millennium Copyright Act (DMCA) and equivalent legislation in other jurisdictions.

Counter-notice: If you believe your content was removed in error, you may submit a counter-notice containing: identification of the removed material, a statement under penalty of perjury that you believe the removal was a mistake, your contact information, and your consent to the jurisdiction of a federal court. We will forward your counter-notice to the original complainant. If they do not file a court action within 14 business days, we may restore the content.

Users who repeatedly upload infringing content may have their accounts suspended or terminated.

7. Subscriptions and billing

7.1 Plans and pricing

The Platform offers multiple subscription plans with different usage limits and features. Current pricing is listed on our Pricing page. We reserve the right to change pricing with 30 days' notice.

7.2 Free trial

New users may be offered a 7-day free trial. The trial provides access to premium features with usage limits. No payment method is required. When the trial ends, your account reverts to the free tier unless you subscribe to a paid plan. Your data is preserved.

7.3 Billing

Paid subscriptions are billed in advance on a monthly or annual basis. Payments are processed by a third-party payment processor. By subscribing, you authorise us to charge your payment method on a recurring basis.

7.4 Overage charges

If you configure an overage spending cap above $0, usage beyond your plan's included limits will be billed at the per-unit overage rates shown on the Pricing page. Overage charges are capped at your configured spending limit. By setting a cap above $0, you authorise overage billing.

7.5 Cancellation, downgrades, and credits

You may cancel your subscription at any time via the billing dashboard or customer portal. Cancellation takes effect at the end of the current billing period — you retain access until then. No partial refunds are issued for unused time within the current billing period when you cancel.

Plan downgrades. If you switch from a higher plan to a lower plan mid-cycle, the unused portion of your current plan is calculated as a prorated credit applied to your customer balance. That credit is automatically applied against your future invoices on the new plan until exhausted. Downgrades take effect immediately.

We do not offer refunds for plan downgrades. The credit-forward mechanism described above is the only mechanism by which the unused portion of a higher plan is returned to you. We do not issue refunds to your original payment method, partial or full, in connection with a plan downgrade. We do not offer cash refunds, store credit redeemable outside the Platform, or any alternative form of repayment. The credit balance is non-transferable, non-withdrawable, and may only be consumed against future Outlain invoices on your account.

Plan upgrades. If you switch to a higher plan mid-cycle, the prorated price difference is invoiced and charged to your payment method immediately. The new plan takes effect immediately.

7.6 Refunds and statutory consumer rights

Default policy. Outside the specific jurisdictions listed below, we do not offer refunds for subscription fees already charged. Plan downgrades follow the credit-forward rule in section 7.5. If you believe you were charged in error (duplicate charge, unauthorised use of your payment method, billing system fault), contact [email protected] within 14 days of the charge and we will investigate.

Business and organisational customers. Statutory consumer-protection rights generally apply only to natural persons purchasing outside the course of their trade or profession. If you subscribed on behalf of a company, partnership, or other organisation, or for business use, the cooling-off rights described below do not apply to you and the default policy applies regardless of jurisdiction.

Statutory cooling-off rights for consumers. If you are a consumer (a natural person purchasing for personal, non-business use) and your billing address is in one of the jurisdictions listed below, you have a statutory right to request a refund within the cooling-off period set by your local law. To exercise this right, email [email protected] from the email address on your account, including (a) the date of your charge, (b) your Stripe receipt or invoice ID, and (c) confirmation that you are claiming the right as a consumer. Your billing address on file must be located in the jurisdiction whose right you are claiming — refund requests with a billing address outside the listed jurisdictions will be declined under the default policy.

• European Union (all member states), United Kingdom, Iceland, Norway, Liechtenstein — 14 calendar days from the date of purchase, under the EU Consumer Rights Directive (2011/83/EU), the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the corresponding EEA implementations.
• Brazil — 7 calendar days from the date of purchase, under Article 49 of the Código de Defesa do Consumidor (Law 8.078/1990).
• South Korea — 7 calendar days from the date of purchase, under the Act on the Consumer Protection in Electronic Commerce.
• Canada (Ontario, Quebec, Alberta, British Columbia) — between 7 and 10 calendar days from the date of purchase, depending on province, under the relevant provincial consumer-protection statutes governing internet and distance contracts.

Jurisdictions without a statutory cooling-off period for digital services include, among others, the United States, Switzerland, Japan, Australia, and most jurisdictions not listed above. Subscriptions purchased from these locations are governed by the default policy in this section. This list is illustrative and not exhaustive; if you believe your jurisdiction grants a non-waivable refund right that is not honoured here, contact us and we will review your request.

Use during the cooling-off period. Where statutory cooling-off rights apply, and you have actively used the Platform's AI-powered features (spec generation, assistant messages, document ingestion, exports) during the cooling-off period, we may deduct a proportionate charge for the services already rendered from your refund. This is expressly permitted under Article 14(3) of the EU Consumer Rights Directive and the equivalent provisions of the other listed jurisdictions, and reflects the value of services consumed before the refund request.

How refunds are issued. Approved refunds are returned to the original payment method via our payment processor and typically appear within 5–10 business days, subject to your bank's processing time. We do not offer cash, store credit, or alternative-method refunds.

8. Data and account deletion

• You can delete individual documents, projects, and specs at any time — deletion is permanent and irreversible
• You can request full account deletion by contacting us. We will delete your account and all associated data within 30 days
• We may retain anonymised, aggregated data that cannot identify you for analytics purposes
• After account deletion, Generated Outputs you have already exported remain yours

9. Service availability and force majeure

We strive to maintain high availability but do not guarantee uninterrupted access. The Platform may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control. We will make reasonable efforts to notify users of planned downtime in advance.

We shall not be liable for any failure or delay in performance resulting from circumstances beyond our reasonable control, including but not limited to: acts of third-party service providers, internet or telecommunications outages, power failures, natural disasters, government actions, labour disputes, pandemics, or cyberattacks.

10. Beta features

Features marked as "beta", "coming soon", or "preview" are provided on an as-is basis with no guarantees of uptime, accuracy, or continued availability. Beta features may be modified, suspended, or permanently removed without notice. Your use of beta features is at your own risk, and no service level commitments apply to them.

11. AI-generated content disclaimer

The Platform uses artificial intelligence to generate specifications, themes, analyses, and recommendations. While we strive for accuracy and quality:

• AI-generated outputs may contain errors, inaccuracies, or hallucinations
• Generated specifications are recommendations, not guaranteed solutions
• You are responsible for reviewing, validating, and testing all Generated Outputs before acting on them
• Outlain does not guarantee that specifications or recommendations will achieve any particular business outcome
• Quality of outputs depends on the quality and quantity of input data you provide

12. Third-party links and services

The Platform may contain links to third-party websites and services. We are not responsible for the content, privacy practices, or availability of these third-party services. Your use of third-party services is governed by their respective terms and privacy policies.

13. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

• THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY
• OUTLAIN SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, BUSINESS OPPORTUNITIES, OR GOODWILL
• OUR TOTAL AGGREGATE LIABILITY FOR ANY CLAIMS ARISING FROM THESE TERMS OR YOUR USE OF THE PLATFORM SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE 12 MONTHS PRECEDING THE CLAIM
• WE ARE NOT LIABLE FOR DECISIONS MADE BASED ON AI-GENERATED OUTPUTS, INCLUDING PRODUCT DECISIONS, ENGINEERING ESTIMATES, OR BUSINESS STRATEGY

Some jurisdictions do not allow the exclusion of certain warranties or limitations of liability. In such cases, our liability is limited to the fullest extent permitted by law.

14. Indemnification

You agree to indemnify, defend, and hold harmless Outlain, its officers, directors, employees, and agents from any claims, losses, damages, liabilities, and expenses (including legal fees) arising from:

• Your use of the Platform
• Your violation of these Terms
• Content you upload that infringes third-party rights
• Your violation of any applicable law or regulation

15. Termination

We may suspend or terminate your account if you violate these Terms, engage in fraudulent activity, or use the Platform in a way that harms other users or our infrastructure.

• Non-severe violations: We will provide 14 days' written notice before termination, during which you may export your data and rectify the violation
• Severe violations (fraud, illegal activity, security breaches, repeated abuse): Termination may be immediate, without prior notice
• Upon termination, your right to use the Platform ceases. Your data will be retained for 30 days to allow export upon request, then permanently deleted

16. Governing law and dispute resolution

16.1 Governing law

These Terms are governed by the laws of England and Wales.

16.2 Dispute resolution

Before initiating formal proceedings, you agree to first contact us and attempt to resolve any dispute informally within 30 days.

If informal resolution fails, disputes shall be resolved in the courts of England and Wales, except where local law requires otherwise.

16.3 Arbitration (US users)

For users located in the United States, any dispute that cannot be resolved informally shall be resolved through binding individual arbitration administered under the rules of the American Arbitration Association (AAA). You agree to waive your right to participate in class actions or class-wide arbitration. You may opt out of this arbitration clause by sending written notice to us within 30 days of accepting these Terms.

16.4 EU and UK consumers

If you are a consumer in the European Union or the United Kingdom, you retain the benefit of any mandatory protections under the laws of your country of residence. Nothing in these Terms affects your statutory consumer rights, including your right to bring proceedings in the courts of your country of residence.

17. Changes to these terms

We may modify these Terms at any time. Material changes will be communicated via email or a prominent notice on the Platform at least 30 days before taking effect. Continued use of the Platform after changes take effect constitutes acceptance of the revised Terms. If you do not agree to the changes, you may close your account before they take effect.

18. General provisions

• Entire agreement: These Terms, together with the Privacy Policy and Cookie Policy, constitute the entire agreement between you and Outlain
• Severability: If any provision of these Terms is found unenforceable, the remaining provisions remain in full effect
• No waiver: Our failure to enforce any right or provision does not constitute a waiver of that right
• Assignment: You may not assign your rights under these Terms without our consent. We may assign our rights without restriction

19. Contact

For questions about these Terms, contact us at: