Veilkin — Terms of Service

6.3 How Credits Work

PAYG credits can be purchased on their own or to supplement your included allowance and are used only once that allowance is exhausted. Credits do not reset when your monthly allowance resets, and they carry over from month to month until they are spent or expire.

Credit expiry: PAYG credits expire 12 months from the date of purchase, regardless of whether they have been used. Expired credits are forfeited and are not refundable. This expiry policy is disclosed at the point of purchase and forms part of your agreement with us.

6.4 No Refunds on Expired Credits

We will not refund credits that have expired. It is your responsibility to use credits before the expiry date. We may, at our sole discretion, extend expiry dates in exceptional circumstances, but we are not obliged to do so.

7. Billing and Payments

7.1 Payment Processing

All payments are processed by Stripe, our third-party payment processor. We do not store your payment card details — these are handled entirely by Stripe, who is PCI DSS compliant. By providing your payment details, you agree to Stripe’s terms of service.

7.2 Failed Payments

If a payment fails on your billing date, Stripe will attempt to collect the payment again over the following days and will email you about the failure. If payment still cannot be collected, your subscription will end and your account will become inactive until you subscribe again. You will keep access for the period you have already paid for.

7.3 Taxes

Prices displayed are inclusive of VAT where applicable for UK and EU customers. For customers in other jurisdictions, applicable sales tax or GST may be added at checkout in accordance with local law. You are responsible for any taxes applicable to your purchase under the laws of your jurisdiction.

8. Cancellation and Refunds

This section summarises your cancellation and refund rights. Our Refund and Cancellation Policy sets these out in full and forms part of these Terms.

8.1 Cancellation

You may cancel your subscription at any time from your account page, which opens our payment processor’s billing portal. There is no cancellation fee and no need to contact us.

Cancellation takes effect at the end of your current billing period. You keep full access to your plan until that date, after which your account becomes inactive — no monthly allowance is available and you will need to subscribe again to continue using the Service. You will not be charged again after you cancel.

Cancelling does not delete your account or your saved memory. Any unspent pay-as-you-go credits remain valid until their 12-month expiry date and are available to use again if you resubscribe.

8.2 Right to Cancel — UK and EU Consumers (14-Day Cooling Off Period)

If you are a consumer located in the United Kingdom or the European Union, you have a statutory right to cancel your purchase within 14 days without giving any reason (the “cooling off period”) and receive a full refund.

However, if you request that the Service begins immediately — which you are asked to confirm at checkout — and you acknowledge that you give up your right to cancel once the Service has been provided, your right to cancel will be lost once you begin using the Service.

This acknowledgement is presented at checkout as a tick-box that is unticked by default and which you must actively confirm before payment. If you do not begin using the Service during the 14-day period, your right to cancel remains intact and you may request a full refund within 14 days of purchase.

8.3 The 99p Trial

The 99p trial is a one-off prepaid purchase. The following rules apply:

• The 14-day cooling off right applies to the trial purchase under UK and EU consumer law. If you request immediate access at checkout and acknowledge that you give up your cancellation right, that right is lost once you begin using the trial.

• If the Service is completely non-functional due to a fault on our side, we will refund the 99p charge.

• If you purchase the trial but do not use it and have not given the immediate-access acknowledgement, you may request a refund within 14 days of purchase.

• No refund will be issued for dissatisfaction with AI responses, unused calls, or change of mind after the acknowledgement has been given and the trial has been used.

• The trial cannot be refunded and then repurchased. A refunded trial still counts as your one trial for the purposes of the once-per-account restriction.

8.4 Refunds We Will Issue

Outside of the 14-day cooling off period, we will issue refunds in the following circumstances:

• Accidental duplicate charges — if you are charged twice for the same billing period due to a technical error on our side

• Material service failure — if the core functionality of the Service is completely non-functional for a sustained period (more than 72 consecutive hours) due to a fault on our side, and we are unable to remedy the failure within a reasonable timeframe

• Billing errors — if you are charged the wrong amount due to an error on our part

• Charge after cancellation — if you are charged after having validly cancelled your subscription

8.5 Circumstances Where Refunds Will Not Be Issued

We will not issue refunds in the following circumstances:

• Change of mind after the 14-day cooling off period has expired or the immediate-access acknowledgement has been given and the Service used

• Dissatisfaction with AI-generated responses, including their accuracy, tone, or content

• Unused portion of a billing period following cancellation

• Unused monthly allowance, which does not roll over and has no cash value

• Service unavailability caused by third-party provider outages (including Anthropic or Groq), unless the outage is prolonged and materially affects the Service for an extended period

• Issues caused by your own device, operating system, or internet connection

• A particular detail not being saved to memory, where this is consistent with the selective way the memory feature works

• Expired PAYG credits

• Accounts terminated for breach of these Terms

8.6 How to Request a Refund

To request a refund, contact us at info@veilkin.gg with your account email address, the date of the charge, the amount, and the reason for your request. We will review your request and respond within 10 business days. Where a refund is approved, it will be credited to your original payment method within 5 to 10 business days depending on your card provider.

8.7 Statutory Rights

Nothing in this section affects your statutory rights under applicable consumer protection law, including the Consumer Rights Act 2015 (UK) or equivalent legislation in your jurisdiction. If the Service is not provided with reasonable care and skill or is not fit for purpose, you may have additional rights to a remedy under applicable law.

9. Artificial Intelligence — Important Disclaimers

PLEASE READ THIS SECTION CAREFULLY. IT CONTAINS IMPORTANT LIMITATIONS ON THE NATURE OF THE SERVICE.

9.1 AI-Generated Responses

All conversational responses generated by the Service are produced by artificial intelligence — specifically, Anthropic’s Claude model. Responses are not authored, reviewed, or approved by a human before being displayed to you.

9.2 Accuracy of Responses

AI-generated responses may not always be accurate, complete, current, or appropriate for your circumstances. The AI may produce responses that are factually incorrect, misleading, or irrelevant. You should not rely on AI-generated responses as a source of factual information without independent verification.

9.3 Not a Professional Service

The Service is a social companion application. It is explicitly not:

• A medical service or substitute for medical advice, diagnosis, or treatment

• A mental health service or substitute for professional psychological or psychiatric support

• A legal service or substitute for legal advice

• A financial service or substitute for financial advice

• An emergency service

If you need professional advice of any kind, please consult a qualified professional.

9.4 Not a Mental Health Crisis Service

The AI companion is not equipped to handle mental health crises, suicidal ideation, or emergency situations. If you are in crisis or experiencing thoughts of self-harm, please contact emergency services or a crisis support line immediately:

• United Kingdom: 999 (emergency) | Samaritans: 116 123

• Republic of Ireland: 112 or 999 (emergency) | Samaritans: 116 123

• European Union: 112 (emergency) | National crisis lines vary by country

• United States and Canada: 911 (emergency) | Suicide and Crisis Lifeline: call or text 988

• Australia: 000 (emergency) | Lifeline: 13 11 14

9.5 Screen Content and Voice Data

When the app is viewing your screen — through its periodic glances, the “watch this” feature, or window sharing — the captured screen content is transmitted to and processed by Anthropic’s API. If you use voice input, your audio is transmitted to and processed by Groq’s API for transcription.

We do not store screenshots or audio. Both are held in memory only for the length of a single request and then discarded — they are never written to disk, saved to a database, or logged. Anthropic deletes conversation content within 30 days and does not train on it. Groq retains no audio, because we have enabled Zero Data Retention on our account, and does not train on it.

Please still avoid sharing your screen or using voice input if either contains sensitive personal information you would not wish to be processed by these third parties.

9.6 Memory

The AI builds a memory of you from your conversations, saving useful facts and details rather than full transcripts. Memory is stored in our secure database so it is available to you across sessions, is limited to a fixed set of categories so only a small number of items is ever held, and is under your full control. You may view and delete individual memories or all memories at any time in the app’s settings.

10. Acceptable Use Policy

10.1 Permitted Use

You may use the Service for personal, non-commercial purposes in accordance with these Terms.

10.2 Prohibited Conduct

You must not use the Service to:

• Violate any applicable law, regulation, or these Terms

• Attempt to extract, scrape, or harvest data from the Service by automated means

• Attempt to reverse engineer, decompile, or disassemble the application

• Attempt to circumvent usage limits, access controls, or subscription restrictions

• Generate content that is illegal, harmful, threatening, abusive, harassing, defamatory, or discriminatory

• Attempt to manipulate the AI into producing content that violates Anthropic’s usage policies

• Share your account credentials with others or create multiple accounts to circumvent restrictions

• Place unreasonable or disproportionate load on our infrastructure

• Use the Service for any commercial purpose without our prior written consent

• Impersonate any person or entity or misrepresent your identity or affiliation

10.3 Consequences of Breach

We reserve the right to suspend or terminate your account without notice if we reasonably believe you have breached this Acceptable Use Policy or any other provision of these Terms. In serious cases, we may report your conduct to relevant authorities.

11. Intellectual Property

11.1 Our Intellectual Property

The Service, including its software, design, name, logo, and all content created by us, is owned by Veilkin Ltd or our licensors and is protected by intellectual property laws. You are granted a limited, non-exclusive, non-transferable, revocable licence to use the Service for personal purposes in accordance with these Terms. No other rights are granted.

11.2 Your Content

You retain ownership of any content you input into the Service, including the text of your conversations. By using the Service, you grant us a limited licence to process your input content for the sole purpose of delivering the Service to you. We do not claim ownership of your conversation content.

11.3 AI-Generated Content

AI-generated responses produced by the Service are generated using third-party AI models. We make no representations about the intellectual property status of AI-generated content. You should not assume that AI-generated content is free from third-party intellectual property rights, and you use such content at your own risk.

11.4 Feedback

If you provide feedback, suggestions, or ideas about the Service, you grant us a perpetual, irrevocable, worldwide, royalty-free licence to use that feedback for any purpose without compensation to you.

12. Limitation of Liability

12.1 Disclaimer of Warranties

The Service is provided “as is” and “as available” without warranties of any kind, whether express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement, to the fullest extent permitted by applicable law.

12.2 Limitation of Liability

To the fullest extent permitted by applicable law, Veilkin Ltd shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of data, loss of goodwill, or business interruption, arising out of or in connection with your use of the Service, even if we have been advised of the possibility of such damages.

Our total aggregate liability to you for any claims arising out of or in connection with these Terms or the Service shall not exceed the greater of (a) the total amount paid by you to us in the 12 months preceding the claim, or (b) £100.

12.3 Statutory Rights Not Affected

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law. Nothing in these Terms affects your statutory rights as a consumer.

12.4 Third-Party Services

The Service relies on third-party providers including Anthropic and Groq. We are not responsible for the acts or omissions of these providers or for any failure, interruption, or degradation of service caused by them. We will make reasonable efforts to notify users of significant third-party outages where we are aware of them.

13. Indemnification

You agree to indemnify, defend, and hold harmless Veilkin Ltd and its directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with your use of the Service, your violation of these Terms, or your violation of any third-party rights.

14. Termination

14.1 Termination by Us

We may suspend or terminate your access to the Service at any time, with or without notice, if we reasonably believe you have breached these Terms, if required by law, or if we decide to discontinue the Service.

If we terminate your account without cause, we will refund any unused subscription period on a pro-rata basis. If we terminate your account due to breach of these Terms, no refund will be issued.

14.2 Effect of Termination

On termination, your licence to use the Service ends immediately. Provisions of these Terms that by their nature should survive termination will do so, including but not limited to Sections 9, 11, 12, 13, and 16.

15. Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will notify you by email to your registered address and by displaying a prominent notice within the Service, at least 30 days before the changes take effect.

Your continued use of the Service after the changes take effect constitutes your acceptance of the updated Terms. If you do not agree to the updated Terms, you must stop using the Service and may cancel your subscription before the changes take effect.

16. Governing Law and Dispute Resolution

16.1 Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. This does not affect any mandatory consumer protection rights you may have under the laws of your country of residence.

16.2 Jurisdiction

Subject to Section 16.3, any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16.3 Consumer Rights

If you are a consumer, nothing in this section prevents you from bringing proceedings in the courts of the country in which you are resident, or from relying on any mandatory consumer protection laws of your country of residence that cannot be excluded by contract.

17. Jurisdiction-Specific Provisions

17.1 United Kingdom

These Terms comply with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and all other applicable UK consumer protection legislation. Your statutory rights under UK law are not affected by these Terms.

If you have a complaint about the Service that we cannot resolve to your satisfaction, you may contact the Citizens Advice consumer helpline or seek redress through the courts.

17.2 European Union

If you are an EU consumer, you have the right to withdraw from this agreement within 14 days without giving any reason, subject to the immediate-access acknowledgement described in Section 8.2. EU consumer protection law, including the Consumer Rights Directive and any applicable national implementing legislation, applies to your use of the Service and is not displaced by these Terms.

17.3 United States — California

If you are a California resident, the California Consumer Privacy Act (CCPA/CPRA) applies to our processing of your personal information. Please see our Privacy Policy for full details of your California rights.

Under the California Automatic Renewal Law, we disclose the following: your subscription will automatically renew monthly at the price in effect at the time of renewal until you cancel. You may cancel at any time from your account page. Cancellation takes effect at the end of the current billing period.

17.4 Canada

If you are a Canadian resident, applicable provincial consumer protection legislation applies to your use of the Service. Quebec residents have additional rights under Quebec’s consumer protection and privacy laws, including Law 25. Nothing in these Terms is intended to exclude or limit rights available to you under applicable Canadian law.

17.5 Australia

If you are an Australian resident, the Australian Consumer Law (ACL) applies to your use of the Service. Consumer guarantees under the ACL apply to the Service and cannot be excluded by these Terms. If the Service fails to meet a consumer guarantee, you may be entitled to a remedy including repair, replacement, or refund depending on the nature of the failure.

Nothing in these Terms is intended to exclude, restrict, or modify any right or remedy available to you under the ACL. To the extent of any inconsistency, the ACL prevails.

17.6 Other Jurisdictions

If you are located outside the countries listed above, the consumer protection and data protection laws of your jurisdiction apply to your use of the Service alongside these Terms, and nothing in these Terms is intended to exclude or limit any right you have under them.

18. General Provisions

18.1 Entire Agreement

These Terms, together with our Privacy Policy, Cookie Policy, and Refund and Cancellation Policy, constitute the entire agreement between you and us in relation to your use of the Service and supersede all prior agreements and understandings.

18.2 Severability

If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

18.3 Waiver

Our failure to enforce any provision of these Terms shall not constitute a waiver of our right to enforce that provision in the future.

18.4 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations under these Terms to a successor entity in connection with a merger, acquisition, or sale of assets, provided that the successor entity agrees to be bound by these Terms.

18.5 No Third-Party Beneficiaries

These Terms do not confer any rights on any third parties. Only you and we have rights under these Terms.

18.6 Force Majeure

We shall not be liable for any failure or delay in performing our obligations under these Terms where such failure or delay results from circumstances beyond our reasonable control, including but not limited to acts of God, pandemic, government action, failure of internet infrastructure, or failure of third-party service providers.

19. Contact Us

If you have any questions, complaints, or queries regarding these Terms or the Service, please contact us:

Email: info@veilkin.gg

Address: Veilkin Ltd, Suite F2, Church House Business Centre, Church Street, Godalming, Surrey, GU7 1EW

We aim to respond to all queries within 5 business days.