Terms of Service

These terms are the agreement between you and us for the use of Synaptic Intelligence. By signing up, starting a trial, or using the product, you accept them. If you are accepting on behalf of a company, you confirm that you are authorised to bind it, and "you" in these terms means that company.

1. Who we are
2. The service
3. Accounts and people
4. Tiers, credits and prices
5. The free trial
6. Payment
7. Changing tier, cancelling and ending
8. Connecting your systems
9. Answers are produced by AI models
10. Acceptable use
11. Your data and our data
12. Intellectual property
13. Confidentiality
14. Warranties and limits on our liability
15. Indemnity
16. If you are a consumer
17. Disclosures required by ECTA
18. Governing law and disputes
19. General

1. Who we are

The service is provided by Synaptic Intelligence (Pty) Ltd, a private company registered in the Republic of South Africa, registration number 2026/815493/07.

Physical address: 48 Fussell House, 1st Floor, Atholl Oaklands Road, Melrose North, Johannesburg, Gauteng 2196, South Africa
Email: info@synapticintelligence.ai
Website: synapticintelligence.ai (this site) and app.synapticintelligence.ai (the product)

Our Privacy Policy and Refund Policy form part of these terms.

2. The service

Synaptic Intelligence lets people in your company ask a plain-language question and receive one answer composed from the business systems and documents you have connected. Each figure in an answer carries a reference to the record it came from, and every reference is checked against the system that surfaced it before the answer is shown. A reference that does not resolve is marked, and the answer is flagged as not auditable end to end.

The service reads. It never writes to a connected system: every connection is read-only by construction, a write is refused before any request leaves, and no connector may ask for a scope that permits writing. This is a property of the software, not a setting, and it is the basis of clause 8.

What the service can answer depends entirely on what you have connected. A question that nothing connected can answer comes back as unanswerable, naming what is missing. That is deliberate and is not a defect.

3. Accounts and people

Business use only. The service is for business use only. You must be 18 or older, and you confirm you are not signing up for personal, family or household use.

One company, one tenant. Your company's data, connections, people and usage are held in a tenant of their own and are never reachable from another company's. An Enterprise agreement may cover several companies; every other tier covers one.

Sign-in is your directory's. People sign in with Microsoft Entra ID or Google, or with a single-use link emailed to their address when they have no directory. Your directory decides who exists; removing someone there ends their access from their next sign-in, and an administrator can remove anyone from the product at any time. We create no passwords.

Roles and titles are yours to set. An administrator in your company decides what each person may do (their role) and what they may see (the business title that maps to which parts of the business a question may read on their behalf). We do not set either for you. You are responsible for who you admit and what you allow them to see.

Seats count people who may ask. Each tier limits how many people may hold the right to ask a question, because asking costs money. People who only read answers are not counted on any tier.

The person who signs up becomes the company's first administrator once they sign in with the address they gave. Until then nothing has been provisioned and no capability exists.

4. Tiers, credits and prices

Credits are the unit. One credit is charged for each part of the business (each "department") a question consults, plus two more when the answer had to be composed across several. A question consulting one department therefore costs 1 credit; one consulting two costs 4. A question that could not be answered costs nothing. Syncing documents from a connected source costs one credit for every ten documents filed, rounded up per sync; a sync that files nothing is free, and a document you upload by hand is not billed.

The allowance resets when your subscription renews. Each tier includes a number of credits per billing period. On a card subscription the billing period is the one Paddle charges for: it starts on the day you subscribed and renews monthly from that date. Credits are counted from the start of the current billing period, and the allowance resets when the next one begins. A company paid by invoice has no such billing period and is allowed its credits per calendar month, counted in UTC. Unused credits do not roll over. When the allowance is used up, asking stops until the allowance resets, extra credits are bought or the tier is moved up, and the product says so plainly; every answer already produced stays readable. We never let usage run past the allowance and bill you for it afterwards.

Extra credits. A company paying by card on a self-serve tier can buy extra credits from Plan & usage inside the product: 50 credits for $75, or R1,375 in South Africa, up to 1,000 at a time. They are a one-time charge to the card on file, taken by Paddle. They count only in the billing period they are bought in and expire when it ends: they do not roll over, and unused extra credits are not refunded except as the Refund Policy provides. Extra credits are not sold during the free trial or on an invoiced or Enterprise agreement.

The tiers. Prices are per company per month, exclusive of VAT where VAT applies. Prices are set in US dollars. The dollar price applies outside South Africa; the rand price applies in South Africa. The rand price is not a conversion of the dollar price: each is a price we set for that country, and a South African customer is charged the rand price.

Tier	USD / month	ZAR / month	Credits / month	People who may ask	Connected systems	Audit trail kept
Starter	$99	R1,799	100	2	3	30 days
Growth	$600	R10,999	500	3	5	90 days
Team	$1,800	R32,999	2,000	10	Unlimited	365 days
Business	$4,800	R86,999	6,000	30	Unlimited	730 days
Enterprise	Agreed in the contract		Agreed volume	Unlimited	Unlimited	As agreed

Starter, Growth, Team and Business can be started from the pricing page with no conversation, either with the free trial and no card or by buying the tier straight away, and changed, downgraded or cancelled from inside the product. Enterprise is agreed with us directly: a negotiated volume on an invoice. The current price list is always the one on the pricing page and in the product; where this table and that page differ, the pricing page governs and we will correct this document.

Price changes. We may change prices for a tier on at least 30 days' notice by email to your administrators. A change takes effect at your next monthly renewal after the notice period. If you do not accept it, cancel before then and you will not be charged the new price. A negotiated Enterprise price changes only as its contract says.

5. The free trial

Every self-serve tier can be started with a free trial of seven days and 20 credits, whichever is reached first. The trial allowance is the same on every tier: choosing a larger tier does not give a larger trial. No card is taken for it. It is started when the email address you signed up with is confirmed, and it happens once: a company's trial is never restarted, and an address that already administers a company here, or a work email domain or website that already has a company here, cannot start another.

Nothing is charged during the trial and nothing starts by itself when it ends. When the seven days or the 20 credits run out, asking pauses and everything already answered remains readable; to continue, an administrator chooses a tier from inside the product, which opens Paddle's checkout and is the first charge, at that tier's price, from the day it is chosen. You may choose a tier before the trial ends, in which case the trial ends at that moment and the tier's allowance applies at once.

Buying at sign-up. You can skip the trial and buy a self-serve tier when you sign up. Once your email address is confirmed, Paddle's checkout opens for the tier you chose. The first charge is taken at checkout, at that tier's price, and then monthly from that date. If you close the checkout without paying, nothing is charged and the free trial runs as above.

We cannot extend, restart or hand out a trial. If a connector problem cost you part of your trial, tell us and we will look at a bespoke allowance on the tier you start on, but that is a decision we make case by case rather than a right under these terms.

6. Payment

Self-serve tiers are paid by card through one processor, Paddle. Every renewal, tier change and cancellation goes through the same subscription. We never see or store your card number: it is held by Paddle.

Paddle (card). Card payments are taken by Paddle.com Market Ltd (United Kingdom) or Paddle.com Inc. (United States), acting as merchant of record. That means your contract for the card transaction is with Paddle, not with us: Paddle sells you the subscription on our behalf, calculates and remits VAT or sales tax in your jurisdiction, issues your receipt and invoice, and its Buyer Terms and privacy policy apply to the transaction. Your card details are entered on Paddle's hosted checkout and never reach us. Paddle charges the tier's price from the day you choose it and monthly thereafter, in dollars outside South Africa and in rand in South Africa, until you cancel; the free trial happens before any checkout and involves Paddle not at all. Extra credits (clause 4) are a one-time charge to the same card. You can update your card and view your invoices in Paddle's customer portal, reached from inside the product.

Enterprise is paid by invoice on the terms in its contract.

Failed payments. If a renewal fails, asking stops until it is put right; answers already produced remain readable. Paddle retries the card and emails you on its own schedule, and you can update the card in Paddle's customer portal, reached from Plan & usage. We do not retry a charge or send payment reminders of our own. We do not charge a late-payment fee.

Currency and taxes. Prices exclude VAT and any other tax that applies to you. On a card subscription, Paddle, as merchant of record, calculates the VAT or sales tax due in your jurisdiction, adds it at the prevailing rate, shows it before you confirm and remits it; it appears on the invoice Paddle issues. On an Enterprise invoice, we add South African VAT where we are required to and show it on our invoice. You are responsible for any bank charges or currency conversion on your side.

7. Changing tier, cancelling and ending

Moving up. An administrator can move to a higher tier from inside the product. The existing Paddle subscription is changed in place, keeping your invoice history and billing date. The move takes effect as soon as Paddle confirms it, usually within seconds. Paddle charges the price difference for the rest of the current billing period, and you get the higher tier's extra credits for the same share of the period, on top of the credits you had left. The product says how the move is billed before you confirm.

Moving down. A move to a lower tier takes effect at your next renewal. Until then you keep your current tier and its credits. Nothing is charged or refunded for the move, and the renewal is billed at the lower tier's price. Choosing your current tier again before the renewal withdraws the move. Every self-serve tier, Business included, can be moved onto or off this way; an Enterprise agreement changes only by agreement with us.

Cancelling. An administrator can cancel from inside the product at any time, with no notice period and no cancellation fee. Cancellation takes effect at the end of the period you have already paid for: you keep access until then, a month you paid for is a month you keep, and no further charge is taken; see the Refund Policy. The cancellation is confirmed to us by Paddle, and the product reflects it when that confirmation arrives rather than the instant the button is pressed.

Ending by us. We may suspend or end your access immediately if you breach clause 10 (acceptable use), if your payment has lapsed and not been put right within 30 days, or if the law requires us to. We may end these terms for any other reason on 60 days' notice, in which case we refund any period you have paid for and not received. On ending, your ability to ask stops; your question and usage history remains readable for the audit-trail period of your tier until the account is deleted, and your connections are disconnected.

8. Connecting your systems

You connect a system by granting us a credential: a sign-in consent to a vendor, an API key, a database login, or a cloud role. In doing so:

• You warrant that you have the authority to connect it. That includes the authority under your own policies and under your agreement with that vendor to permit a third-party application to read from it on your behalf.
• The credential's own scope is the real boundary. Every connector declares the minimum read-only access it needs, and we never claim an access the vendor does not offer. What we can read is what the credential you granted allows; if it allows more than you intended, narrow it at the vendor.
• We do not write. No connector may declare a write scope, and a statement that could change data is refused before it is sent. If a vendor's only grant covers both reading and writing, we say so on the connector's card rather than asking for it quietly.
• A credential is stored encrypted and is write-only. Once saved, a secret is never returned by the product, to the person who saved it or anyone else.
• Configured is not connected. A connection is used only after a real, read-only call to the vendor has succeeded.
• You may revoke any credential at any time, at the vendor or in the product. Revoking it at the vendor is always effective even if you never touch the product.

Your company's public website can also be connected, without any credential. We read only the host you name, only what its robots.txt permits, and we run no scripts on it. What an answer takes from it is treated as your company's account of itself, never as a system of record.

9. Answers are produced by AI models

Answers are composed by large language models, at present Anthropic's, operating inside the boundaries described in clause 2. The models decide where to look, read what your credentials allow, reconcile figures that disagree, and write the answer. The provenance check that resolves every cited record is done by our code, not by the model, and the model cannot skip it.

Even so, an answer is a starting point, not a certified figure. Models can misread a record, choose the wrong period, or reason incorrectly from correct data. A projection is always labelled a projection and carries its assumptions; a stand-in figure is named as one; a disagreement between systems is stated rather than averaged. You are responsible for verifying any answer before you act on it, put it in a report, file it with a regulator or rely on it in any way that matters. The provenance trail exists precisely so that you can.

Your questions, the records an answer reads, the documents you sync and the notes your departments have learned are processed by the model provider under our agreement with them, which does not permit their use for training. The Privacy Policy names every processor.

10. Acceptable use

You agree not to, and not to let anyone in your company:

• connect a system you do not have authority to connect, or use a credential that is not yours to use;
• use the service to obtain data about a person that you are not entitled to hold, or in breach of the Protection of Personal Information Act or any other data protection law that applies to you;
• try to reach another company's tenant, or to reach data your role or title does not allow, whether through the interface or the API;
• attempt to make the service write to a connected system, or to have a model act outside its declared boundaries;
• resell, sublicense, or provide the service to a third party, or use it to build a competing product;
• reverse-engineer the service except where the law gives you a right we cannot exclude;
• send us content that is unlawful, that you have no right to send, or that is designed to damage the service;
• use the service in, or for the benefit of anyone in, a country or region under comprehensive US, UN, EU or UK sanctions, or use it if you are on a sanctions or export-restriction list;
• use an answer as the only basis for a decision about a person's employment, credit, housing, insurance, education or access to essential services;
• connect a system holding US protected health information (under HIPAA), card numbers, or data a law requires a special agreement for, unless we have signed that agreement with you.

11. Your data and our data

Yours. Everything read from your systems, every document you upload or sync, every question and every answer is your data. You own it. You grant us the licence we need to read it, process it and store what these terms say is stored, for the sole purpose of providing the service to you.

What we hold. Records read from a connected system are used to compose the answer and are not copied into a warehouse. Documents you choose to upload or sync are held, in passages, so that they can be searched, and each is filed under one department. Each question is recorded (what was asked, which departments answered and what it cost) so your allowance can be metered and you can look back over it for the audit-trail period of your tier. The answer itself, with the ids it cited, is kept in the browser of the person who asked it, not by us. While a conversation is under way, each department's specialist keeps what it read for 24 hours after the last question, so a follow-up does not read everything again; then it is deleted. As you use the service, each department keeps short notes on how your company works (how it counts things, where its figures live, what worked and what did not, how you like answers presented, and corrections a person made to an answer) so that later answers are better. The notes never contain figures, names or records from your systems, which are always read afresh. Your administrators can switch learning off, after which the notes are not used; the notes are deleted with your company.

Not for training. Your data is not used to train any model, ours or a vendor's.

Ours. The service, its software, its design, the way it routes and composes questions, and everything on this website are ours or our licensors'. Aggregate operational statistics that identify neither your company nor any person are ours.

Personal information. Where the service processes personal information on your behalf, you are the responsible party and we are the operator in the terms of POPIA, or the controller and processor under any other data protection law that applies to you. We process it only on your instructions as expressed through the product, we keep it secure as section 21 of POPIA and any other data protection law that applies to you require, and we tell you without delay if we have reasonable grounds to believe it has been accessed by an unauthorised person. Our Privacy Policy sets out the detail, and an Enterprise agreement can include a separate data processing agreement.

If US privacy law applies to you. Where we process personal information for you under the California Consumer Privacy Act or a similar US state law, we act as your service provider or processor. We process it only to provide the service as these terms describe. We do not sell or share it, and we do not use it for any other purpose or outside our direct business relationship with you. We do not combine it with personal information from other sources except as the service requires. We give it the same level of protection those laws require of you. We tell you if we can no longer meet these obligations, and you may take reasonable steps to stop and fix unauthorised use. We bind our sub-processors to the same terms.

12. Intellectual property

We grant you a non-exclusive, non-transferable right to use the service for your company's internal business purposes for as long as these terms are in force. Nothing transfers ownership of the service to you or of your data to us. If you send us a suggestion, we may use it without owing you anything, but you keep whatever rights you had in it.

13. Confidentiality

Each of us will keep the other's confidential information confidential, use it only for the purposes of these terms, and disclose it only to people who need it and are bound to keep it confidential. Your confidential information includes everything the service reads from your systems and every answer it produces. Ours includes the non-public workings of the service and any pricing agreed with you. This does not apply to information that is public through no fault of the recipient, that the recipient already had, or that must be disclosed by law, in which case the recipient tells the other party first where it lawfully can. This clause survives the end of these terms.

14. Warranties and limits on our liability

We warrant that we will provide the service with reasonable skill and care, that it will behave materially as this site and the product describe it, and that we will not weaken the read-only and provenance properties described in clauses 2 and 8.

We do not warrant that it will be available without interruption, that every question will be answerable, or that any answer is correct: clause 9 explains why, and what you must do about it.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, for gross negligence, or for anything the law does not allow us to limit. Subject to that:

• neither of us is liable to the other for any indirect or consequential loss, loss of profit, loss of business, or loss of data that could have been avoided by reasonable backups; and
• our total liability to you under or in connection with these terms is limited to the fees paid for the service in the 12 months before the claim arose, whether paid to Paddle or to us.

You accept that the fees reflect this allocation of risk and that we would not offer the service at these prices without it.

15. Indemnity

You will indemnify us against any claim, loss or cost arising from a breach of clause 8 (your authority to connect a system) or clause 10 (acceptable use), from data you had no right to give us, or from your reliance on an answer without the verification clause 9 requires. We will indemnify you against any claim that the service, used as these terms allow, infringes a third party's intellectual property in South Africa, provided you tell us promptly and let us handle the defence. Neither indemnity covers loss caused by the indemnified party's own breach.

16. If you are a consumer

The service is designed for companies. The Consumer Protection Act 68 of 2008 ("CPA") applies to a transaction with a natural person, and to a juristic person (a company, close corporation, trust or partnership) only if its asset value or annual turnover is below the threshold set under section 6 of the CPA, currently R2 million. If your company is at or above that threshold, the CPA does not apply to our agreement and the consumer rights described here and in the Refund Policy do not arise, though we will still deal with you fairly. If you are a natural person, or a juristic person below the threshold, then:

• nothing in these terms limits a right the CPA gives you or excludes a liability it does not allow us to exclude, and any clause that would is read down to what the CPA permits;
• this is a month-to-month agreement, not a fixed-term one; you may cancel it at any time as clause 7 describes, and section 14 of the CPA (fixed-term agreements) does not require you to give 20 business days' notice;
• section 22 (plain language) and section 49 (notice of clauses that limit our liability or ask you to indemnify us, which are clauses 14 and 15 above and are drawn to your attention here) apply;
• the cooling-off right in section 44 of the Electronic Communications and Transactions Act, and section 17 of the CPA, apply as the Refund Policy explains.

17. Disclosures required by ECTA

Section 43 of the Electronic Communications and Transactions Act 25 of 2002 requires a supplier offering goods or services electronically to make certain information available. It is set out below and elsewhere on this site, and you may print or store these terms; the current version is always at synapticintelligence.ai/terms.

Full name and legal status	Synaptic Intelligence (Pty) Ltd, a private company registered in South Africa, registration number 2026/815493/07
Physical address and place of business	48 Fussell House, 1st Floor, Atholl Oaklands Road, Melrose North, Johannesburg, Gauteng 2196, South Africa
Contact details	info@synapticintelligence.ai; the contact form on this site
Main business	Software as a service: a question-answering service over a customer's own connected business systems
Description of the service	Clause 2, and the homepage, security page and FAQ
Full price	Clause 4 and the pricing page; VAT is added where it applies and is shown before you pay
Manner of payment	Clause 6: card through Paddle as merchant of record, in US dollars outside South Africa and in rand in South Africa; invoice on Enterprise
Delivery	Access is provided online immediately on sign-up; there are no physical goods
How the agreement is concluded and recorded	You accept these terms by completing sign-up; the sign-up record, Paddle's confirmation of the subscription and these terms constitute the agreement, and you may review, correct and withdraw the sign-up before the payment step
Cooling-off	Section 44 of ECTA, as explained in the Refund Policy
Return, exchange and refund	The Refund Policy
Complaints and dispute resolution	Clause 18; email info@synapticintelligence.ai and we respond within five business days
Security of payment	Card details are entered on Paddle's hosted checkout and held by Paddle, a PCI DSS compliant processor, never by us. Personal information is handled as the Privacy Policy describes
Codes of conduct	We do not currently subscribe to an industry code of conduct
Minimum duration	One month, renewing monthly; no minimum term beyond the month paid for

18. Governing law and disputes

These terms are governed by the law of the Republic of South Africa. If something goes wrong, tell us first at info@synapticintelligence.ai: most problems are a connector, a payment or a misunderstanding and are fixed in a day. If we cannot resolve it between us within 30 days, either of us may refer it to a South African court, and you consent to the jurisdiction of the High Court of South Africa, or a Magistrate's Court with jurisdiction over the matter, for that purpose. A consumer under the CPA also has the right to approach the National Consumer Commission or a consumer court, and nothing here removes it.

19. General

Changes to these terms. We may update these terms. A change that reduces your rights or increases your obligations takes effect at your next monthly renewal after we have given at least 30 days' notice by email to your administrators; any other change takes effect when it is published here with a new version number and effective date. Continuing to use the service after that is acceptance. If you do not accept a change, cancel before it takes effect.

Notices to us go to info@synapticintelligence.ai; notices to you go to your company's administrator addresses in the product. Assignment: you may not transfer these terms without our written consent; we may transfer them to a successor in our business on notice to you. Entire agreement: these terms, the Privacy Policy and the Refund Policy are the whole agreement between us, unless you have a signed Enterprise contract, in which case that contract prevails where they differ. Severance: if a clause is unenforceable the rest stand. No waiver: not enforcing a clause once is not a waiver of it. Force majeure: neither of us is liable for a failure caused by something outside our reasonable control, but you may cancel if it lasts more than 30 days.