SynthSocial Terms of Use

1.1 SynthSocial is operated by Felsinea Ltd, trading as SynthSocial, a company registered in England and Wales under company number 17149226, with its registered office at 203 West Street, Fareham, Hampshire, England, PO16 0EN ("we", "us", "our"). Our contact email is info@synthsocial.io.

1.2 These Terms govern access to SynthSocial by the organisation or business identified in an accepted Order Form ("you", "your"). They are intended for business and institutional customers.

1.3 The agreement comprises these Terms, each accepted Order Form and the applicable Data Processing Agreement ("DPA"). The Privacy Notice explains our controller processing and is not a contractual consent or variation of this agreement. Any written schedule expressly incorporated into an Order Form forms part of the agreement for its stated subject.

1.4 These Terms control unless they expressly say that an Order Form supplies a particular detail or an Order Form identifies the specific clause being varied and records the agreed replacement wording. The DPA controls on processing of personal data on your behalf. Any mandatory data-transfer instrument controls where its terms require. An Order Form does not otherwise amend these Terms.

1.5 The agreement takes effect when an authorised representative accepts it electronically or both parties sign an Order Form. The person accepting for you confirms that they have authority to bind you.

1.6 "Written" includes email. "Business Day" means Monday to Friday excluding public holidays in England.

2.1 Exercise means a prepared simulation, including its scenario, content and settings.

2.2 Run means one delivery of an Exercise to a defined participant group. A Run may include multiple turns or scheduled sessions.

2.3 Resuming an interrupted Run with the same participant group does not count as a new Run. Repeating an Exercise for a different participant group counts as a new Run, even if its scenario and content remain unchanged.

2.4 Live means player access to an Exercise's feed is enabled, whether or not Players are connected or new posts are being published. Offline means player access is disabled.

2.5 Organisers are individuals you authorise to administer Exercises. Players are your authorised participants and observers. An Organiser account is an account assigned to a named individual.

2.6 Customer Content means material supplied by you or your authorised users, including prompts, uploads and player-generated posts.

2.7 Reasonable Use Limits means usage and capacity expectations discussed with you and recorded in your Order Form or another written record. They may include expected numbers of Live Exercises per Organiser account, player connections, concurrent Players, generation, media delivery, storage, data transfer or request rates.

3.1 Your Order Form identifies the plan, access period, included services and agreed limits. Unless an Order Form says otherwise, a One-Off Use plan provides seven consecutive days of access and an Annual Subscription provides twelve months of access. A Free Trial, if offered, lasts for the period stated in its Order Form and does not automatically convert to a paid plan.

3.2 The Annual Subscription allows unlimited Exercise creation and Runs during its subscription term, subject to the Reasonable Use Limits and the restrictions in these Terms. There is no default limit of one Live Exercise per Organiser account. Any agreed numerical limit on simultaneously Live Exercises or other usage must be stated in the Order Form or another written record.

3.3 A One-Off Use plan includes one Run of one Exercise. Preparation and rehearsal for that Run are included within its access period. We may agree a longer access period in writing, subject to availability and any additional fee agreed before the extension.

3.4 We do not include a dashboard, bespoke report, custom development, future feature, third-party social-network integration, live facilitation or event-day support unless the Order Form expressly says it is included.

3.5 AI text generation is included in every paid plan, subject to the Reasonable Use Limits and any capacity expectations or limits expressly agreed in writing.

3.6 Onboarding is included as standard. The training format, hours and scope for each Order are recorded in the Order Form. Support is provided on the terms in clause 14 and any variation expressly agreed in the Order Form.

4.1 We grant you a non-exclusive, non-transferable, time-limited right to use SynthSocial for organised simulations, training, Exercises and related preparation within your plan.

4.2 You may use SynthSocial to prepare and deliver facilitated Exercises for your organisation or multiple clients. Your clients do not receive independent rights to use or administer SynthSocial through your account unless we agree this in writing. You remain responsible for your use and for ensuring that your Organisers and Players comply with these Terms.

4.3 You must not resell standalone platform access, share a subscription between independently operating organisations, white-label SynthSocial, or permit another organisation to administer its own Exercises under your account without our written agreement.

4.4 Organiser accounts must be assigned to named individuals. Credentials must not be shared and must be kept secure. You are responsible for assigning and removing access and for promptly telling us about suspected unauthorised access or compromised credentials.

4.5 You must manage player access links and QR codes carefully and take reasonable steps to keep them within the intended exercise audience.

5.1 New Exercises start Offline. At the end of an exercise, the Organiser should turn the exercise offline.

5.2 Going Offline disables player access, including access through existing player sessions. Players cannot retrieve further feed content or media, submit posts or receive live updates. Going Offline does not itself delete or reset Exercise content. Organisers may review saved content during the agreed review period and subject to the storage and retention terms.

5.4 The same player links and QR codes may be used again when the Exercise returns to Live. The platform's detailed session and cookie behaviour may change as the service develops.

5.5 Pausing publication or playback does not make an Exercise Offline if Players can still view its feed. You must close player access between scheduled sessions and when a Run has finished. Always-on feeds and continuous multi-day access require our prior written agreement.

5.6 Access closure does not recall content already downloaded, captured or retained on a participant's device. Players must not bypass closure using retained sessions or direct media addresses.

6.1 Features described as unlimited or having no numerical allowance remain subject to your plan's access period, the Reasonable Use Limits and permitted-use restrictions. "Unlimited" does not mean unlimited bandwidth, storage, simultaneous connections, generation or data transfer.

6.2 We may monitor service usage and capacity using account-linked information available in Supabase and aggregate information reported by other providers. We use this monitoring to manage capacity, detect unusual spikes and protect service stability. Our Privacy Notice describes the related personal-data processing.

6.3 If we reasonably consider that usage substantially exceeds the expected usage discussed with you or the recorded Reasonable Use Limits, or that an unexpected spike creates a material risk to service stability, security or capacity, we may temporarily restrict or pause the affected Exercise, function or account.

6.4 Where practicable, we will notify you, explain the usage concern and give you a reasonable opportunity to discuss it or reduce usage before restricting a Live Exercise. We may act immediately where delay would materially increase a security, stability or capacity risk. Any restriction will be proportionate and lifted promptly when the issue is resolved.

6.5 We will not impose retrospective overage charges. Additional capacity or fees require written agreement before use.

7.1 Automated and third-party tools. Use bots, scripts, browser automation, scraping tools, external AI agents, integrations or other third-party tools to access, operate, monitor, generate content for or retrieve content from SynthSocial unless we approve that use in writing in advance. This includes tools used for accessibility purposes. Please contact us before using such a tool.

7.2 Continuous or unrelated operation. Run SynthSocial as an unattended, continuous content-generation or broadcasting service, or maintain generation and playback processes unrelated to permitted preparation, rehearsal or delivery.

7.3 Public access. Publish or distribute working player links, QR codes or credentials in a way that gives the general public access to an Exercise or its feed. You may publicise an event publicly if access remains limited to intended Players through invitations, registration or equivalent controls. Do not broadcast, embed or make the live feed available to people who are not participating in the Exercise.

7.4 Automated retrieval or service interference. Scrape, repeatedly refresh or download feeds or media through unauthorised automated means; conduct unauthorised load testing; flood the service with requests; or knowingly interfere with service stability.

7.5 Circumvent limits. Use duplicate Exercises, additional accounts, rotating credentials or other methods to bypass access expiry, Reasonable Use Limits, generation limits or other capacity controls.

7.6 Security and unlawful use.Introduce malware, attempt unauthorised access, interfere with security controls, infringe others' rights, harass unlawfully, or use SynthSocial to facilitate fraud or other unlawful conduct. Reverse engineering or decompilation is prohibited.

7.7 Copying or replication. You must not, and must not permit another person to, copy, reproduce or create a substantially similar replica of SynthSocial or any material part of it, including its software, user interface, visual design, workflows, features or non-public documentation. You must not use access to SynthSocial or information about its operation obtained through the Service to develop, train, improve or provide a product or service that copies or substantially replicates SynthSocial.

7.8 Misrepresenting simulation content. Present simulated posts, identities or events outside the Exercise as genuine communications or real events. This does not prevent sharing permitted under clause 8.6.

7.9 Built-in features.These restrictions do not prevent normal manual use of SynthSocial's built-in AI, scheduling, queue and playback functions within a permitted Exercise.

8.1 You choose the Exercise scenario and Customer Content, including fictional identities, real-person likenesses and AI-generated content. You are responsible for obtaining any permissions required and for ensuring that creating, storing, displaying and sharing the content complies with applicable law and third-party rights. You are responsible for reviewing content and deciding whether it is appropriate for the Exercise and its audience.

8.2 SynthSocial does not verify the truth, accuracy, legality or suitability of Customer Content and does not endorse it. Content may be inaccurate, misleading or harmful. You are responsible for claims or consequences arising from your content and its use, subject to clause 18 and any liability that cannot lawfully be excluded or limited.

8.3 Before participation, you must tell Players that they are taking part in a controlled exercise using simulated content. Within the Exercise, you may use fictional identities, sources, organisations and in-world explanations to support immersion, including presenting posts as coming from a fictional focus group. You must not present the Exercise or its simulated events as genuine outside the Exercise. Where you withhold scenario details to support the exercise, provide an appropriate debrief.

8.4 Restricted data.You must not upload, create, generate, ask a Player to submit, or otherwise provide to SynthSocial personal data that reveals racial or ethnic origin, political opinions, religious or philosophical beliefs, trade-union membership, genetic data, biometric data used to identify a person uniquely, health data, sex life or sexual orientation, or personal data relating to criminal convictions or offences. This restriction applies to Exercise content, Player submissions and any prompt or context sent to an AI provider, including Player posts selected by an Organiser. It does not prohibit ordinary personal data, fictional content or a real-person likeness that does not include restricted data, provided you comply with clause 8.1 and applicable law. You must tell Players not to submit restricted data and promptly tell us if you become aware that it has been submitted. We may restrict access or remove affected content where reasonably necessary. Nothing in this clause changes either party's legal responsibilities for processing that actually occurs.

8.5 Participants under 18. If any Player or viewer is under 18, you must assess the risks of the Exercise, provide age-appropriate information and supervision, moderate content and participation appropriately, take reasonable steps to protect them from harm, and obtain any parental or guardian consent required by law or the circumstances. You are responsible for the design and conduct of the Exercise involving those participants. This does not exclude any legal duty that applies to us.

8.6 External sharing. You may share screenshots, recordings or extracts outside the Exercise only if you have the necessary rights and provide enough context to identify the material as simulation content. Do not expose personal data, confidential information, working access credentials or the live feed to non-participants without the necessary authority and lawful basis.

9.1 AI-generated content may be inaccurate, incomplete, biased, non-unique or unsuitable. You are responsible for reviewing it and deciding whether it is appropriate before using it.

9.2 SynthSocial is a simulation tool, not factual advice or an emergency communications or crisis-management service. Do not rely on its outputs as the sole basis for real-world operational decisions.

9.3 You are responsible for designing and facilitating Exercises and assessing whether they meet your objectives. We do not guarantee a particular learning outcome, participant engagement, degree of realism or improvement in operational readiness unless expressly stated in an Order Form. This does not limit our obligation to provide the agreed service with reasonable care and skill.

9.4 Optional beta features may be experimental, change or be withdrawn. Priority access does not guarantee a release date or permanent availability. Any additional provider restrictions will be made available before you enable an optional AI feature.

9.5 When you ask the built-in AI feature to draft content, the prompt and text context you select are sent to OpenAI. You may direct the feature to use selected Player posts as context. Images and videos are not sent to OpenAI. OpenAI may handle prompts and outputs under the applicable provider terms and settings described in the Privacy Notice and DPA. You must not send Restricted Data to an AI provider.

10.1 We and our licensors retain ownership of SynthSocial, including its software, branding and documentation. No ownership of the platform is transferred to you.

10.2 You and the relevant rights holders retain existing rights in Customer Content. You grant us the limited rights needed to host, process, transmit, display, secure and support that content, including through authorised service providers, subject to the DPA.

10.3 We will not use Customer Content to train general-purpose AI models without your separate express agreement. We will not use your Exercise content, name or branding in public marketing without separate permission.

10.4 As between you and us, you may use and export generated Exercise content, subject to applicable law and third-party rights. We do not guarantee that AI output is unique or eligible for intellectual-property protection.

11.1 Each party will protect the other's confidential information and use it only to perform or exercise rights under this agreement. Confidential information includes non-public Exercise content, business information, technical information and access credentials.

11.2 A party may disclose confidential information to personnel, advisers and service providers who need it for those purposes and are subject to appropriate confidentiality obligations. Legally required disclosure is permitted; where lawful, the disclosing party will give advance notice and disclose only what is required.

11.3 These obligations do not apply to information that is lawfully public, independently developed, already lawfully known or lawfully received from another source without restriction. Confidentiality obligations continue for five years after termination and, for trade secrets, for as long as they remain trade secrets.

12.1 Each party will comply with data-protection law applicable to its actual role.

12.2 The DPA governs processing of personal data by us on your behalf. It must be agreed before that processing begins and identifies processing details, security measures, subprocessors, transfers, assistance and deletion. Our Privacy Notice describes processing for which we act as controller.

12.3 You are responsible for the lawful collection and use of personal data in your Exercises, providing required notices, and selecting appropriate lawful bases and conditions. You must give us accurate processing instructions and ensure that you are authorised to appoint us where you act for a client.

12.4 We maintain appropriate technical and organisational safeguards. Specific security commitments are set out in the DPA and its completed security schedule.

13.1 Fees, applicable taxes, invoice dates, payment deadlines and any separately agreed additional capacity are stated in the Order Form. We will not impose an additional fee or retrospective overage charge without your prior written agreement.

13.2 We will not activate paid access until we have received the applicable fees in full, unless the Order Form expressly states otherwise. If an undisputed payment remains overdue after written notice and seven calendar days to resolve it, we may suspend paid access. We will not suspend solely for a genuinely disputed amount while you cooperate and pay undisputed sums.

13.3 One-Off Use ends at the date and time stated in the Order Form. An Annual Subscription lasts twelve months from its agreed start date unless its Order Form expressly states otherwise. Annual subscriptions do not renew automatically; renewal requires a new accepted Order Form.

13.4 We may set the price for a new subscription term. If we expect a significant change from the current price, we will give you fair warning before you decide whether to accept a renewal. Fees do not change during a committed term without your agreement.

13.5 Once accepted, a One-Off Use Order is non-cancellable by the Customer and its fees are non-refundable, except where applicable law requires otherwise. Any agreed variation, including cancellation or rescheduling rights and any associated fees, must be expressly stated in the Order Form. For other plans, cancellation and rescheduling terms must be stated in the Order Form.

14.1 We will provide the service with reasonable care and skill. Standard support is available by email to info@synthsocial.io from 09:00 to 17:00 UK local time on Business Days. We will provide an initial response within one Business Day after receiving a support request. This is a response commitment, not a commitment to resolve the issue within that period. Event-day and out-of-hours support is included only if separately agreed in the Order Form.

14.2 We do not guarantee uninterrupted or error-free availability or a particular resolution time. We will use reasonable efforts to investigate reported faults and restore affected service.

14.3 We will give reasonable notice of planned maintenance where practicable and take reasonable steps to minimise disruption. You are responsible for suitable devices, internet connectivity and local arrangements needed by Organisers and Players.

15.1 We may temporarily restrict affected connections, content generation, media delivery, an Exercise or account where reasonably necessary to address a security incident, material breach, unlawful use, material risk to service stability or capacity, or a legal requirement.

15.2 Where practicable, we will notify you and provide a reasonable opportunity to resolve the issue before interrupting a Live Exercise. Immediate action may be taken where delay would materially increase risk. Any restriction will be proportionate, explained unless legally prohibited, and lifted promptly once the issue is resolved.

15.3 This clause does not permit retrospective usage charges or arbitrary reductions to purchased allowances.

16.1 Either party may terminate the affected Order by written notice if the other commits a material breach and, where capable of remedy, fails to remedy it within [14] days after receiving written notice identifying the breach and requiring correction. Either party may terminate immediately for an irremediable material breach. We may terminate where continued provision would be unlawful.

16.2 If you terminate because of our unresolved material breach, we will refund prepaid fees attributable to services not supplied, subject to clause 18 and any applicable mandatory rights.

16.3 Termination does not affect accrued rights, valid payment obligations or provisions intended to continue after termination, including confidentiality, intellectual property, liability and deletion obligations.

17.1 Player access and content generation end when the plan expires or the agreement terminates. A read-only review period does not extend the right to run Live Exercises or generate content.

17.2 For One-Off Use, the standard read-only review period is 90 days after the access period ends. For an Annual Subscription, the standard review and retrieval period is 30 days after expiry or termination. During the review period, Organisers may review retained content and request an export using the method stated in the Order Form.

17.3 After the review period, we will delete content from active systems through our normal deletion cycle unless you have asked us in writing to retain it during a temporary or seasonal pause so that you can resume the service. Any such retention is subject to your instructions, applicable law and your right to request deletion. Backup copies may remain until they expire under our backup cycle and will not be available for ordinary use. We may retain information where required by law or for legal claims, with access restricted. Copies held by AI or other providers are subject to their documented retention and deletion terms. The DPA describes deletion of personal data processed for you; our Privacy Notice describes data we process as controller.

17.4 Going Offline during an active plan does not trigger deletion. Retained content continues to count towards the storage allowance.

17.5 Personal-data return and deletion are governed by the DPA. Any export extension or different retention period must be stated in the Order Form.

18.1 Nothing in this agreement excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot lawfully be excluded or limited.

18.2 You are responsible for Customer Content and its use. To the extent permitted by law, we are not responsible for the truth, legality, accuracy, defamatory character or suitability of Customer Content or for the way you or your users use it. This does not exclude liability that cannot lawfully be excluded.

18.3 Subject to clause 18.1, neither party is liable to the other for indirect or consequential loss and any other agreed categories of loss.

18.4 Subject to clause 18.1, each party's total aggregate liability arising out of or in connection with an Order Form is limited to [agreed amount or formula].

18.5 Liability limits do not reduce your obligation to pay fees properly due or our obligation to pay refunds expressly due under this agreement. Each party will take reasonable steps to mitigate loss.

19.1 A party is not liable for delay or failure to perform to the extent caused by an event beyond its reasonable control ("Force Majeure Event"). This may include war, terrorism, civil unrest, epidemic or pandemic, government action, natural disaster, failure of utilities or communications networks, or interruption of a third-party hosting or infrastructure service, provided the affected party could not reasonably prevent or overcome it. A Force Majeure Event does not include a party's failure to pay a supplier or maintain an account needed for its performance, or a failure caused by that party's own acts or omissions.

19.2 The affected party will notify the other as soon as reasonably practicable, take reasonable steps to reduce the impact and resume performance when it can. Its affected obligations are suspended only to the extent and for the period the Force Majeure Event prevents performance.

19.3 Subject to rights that cannot lawfully be excluded, we are not required to refund fees solely because a Force Majeure Event cancels or postpones your event, reduces attendance, materially interrupts the Service, or otherwise prevents you from using all of the access period you purchased. We may, at our discretion, offer an extension or credit.

19.4 If a material service interruption is caused by our own act or omission, we will discuss a fair remedy with you in good faith, taking account of the duration and extent of the interruption. A remedy may include an access extension, service credit or refund for the affected period. This clause does not limit clause 16.2 or any liability or remedy that cannot lawfully be excluded.

20.1 Material changes to these Terms during an existing paid term require written agreement. Updated Terms may apply to a later purchase or renewal only if provided before acceptance. An Order Form may vary a clause only in the way described in clause 1.4.

20.2 Contractual notices must be sent to the email addresses in the Order Form. A notice takes effect on the next Business Day after sending, provided no delivery-failure notification is received.

20.3 Neither party may transfer this agreement without the other's written consent, which must not be unreasonably withheld or delayed, except to a business successor able to perform it with equivalent protections and on advance notice.

20.4 This agreement is the entire agreement concerning the services covered by an Order Form. If any provision is unenforceable, the remaining provisions continue in effect. Except where expressly stated or required by law, this agreement does not confer enforceable rights on third parties.

20.5 This agreement is governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, subject to mandatory law.