# Terms of service, in plain words

The Tileward terms of service: the agreement between Tileward, Inc., a company incorporated in the United States, and the organisation whose account it is. It covers accounts and keys, billing, acceptable use, warranties and limits, ownership, and how an account ends.

Page: https://tileward.com/terms/

## The agreement

- Opening an account for your employer means you are saying you can bind them.
- Where Tileward processes personal data on your behalf, the [data processing addendum](https://tileward.com/dpa/) applies and takes precedence on that subject. A separately executed written agreement, such as an Enterprise order form or master agreement, sits above these terms and wins on conflict.

## Accounts and keys

- Governance policy is bound to the API key, not to the prompt, so whoever holds a key holds its permissions. Keep keys secret, rotate them when someone leaves, and tell us promptly if one leaks.
- On Enterprise, seats are per person. You are responsible for activity under your keys, including your own end users' activity.

## Billing

- Model usage is pay as you go, drawn from account credit at each model's rates on the [pricing section](https://tileward.com/pricing/). Every account includes Context, Governance and Documents. Enterprise differs on deployment, seats and request rate, never on model quality.
- Running out of credit is a pause, not a bill: further use is declined until you add credit. Purchased credit stays on the account until spent.
- Close the account at any time, following the account-deletion terms in the [privacy policy](https://tileward.com/privacy/). Closing is not a refund event.
- Refunds are made in one case only: when a paid request fails to be processed.

## Acceptable use

- Do not use Tileward to break the law, attack anyone's systems or generate material that sexually exploits children, to defeat another tenant's isolation or extract model weights, or to resell raw API access as your own model unless agreed in writing.
- Unlocking a tile is your decision and your responsibility.
- Running out of credit is not grounds for suspension: at a zero balance the API returns `402` until you top up, and your account, keys and stored context are untouched.
- Enforcement relies on the guard's allow-or-refuse decisions and the audit record's metadata, which stores no message text. We do not reserve a right to read your stored content to enforce this.

## Warranties and limits

- The model can be wrong: keep a human you control in the loop before its text reaches a customer or a patient.
- A lock stops most requests written to get past it, not every one.
- Locking a tile puts a gate at the door; it does not erase the concept from the weights.
- Tileward is a control you can point at, with a record you can hand an auditor, not a compliance guarantee: we do not warrant that what a locked tile covers can never be elicited, and your regulatory obligations remain yours.
- The warranty disclaimer, limitation of liability and indemnities are in the written agreement you sign, and the one you signed governs.
- A pay-as-you-go account carries a request-rate limit; on Enterprise, the request-rate limit is set by contract. Pay-as-you-go accounts are provided as they are, without an uptime commitment.

## Ownership and ending it

- You keep everything you send and everything the model produces for you. Tileward keeps the software, the compression work, the tile taxonomy and the platform.
- On termination, private tiles and everything Tileward Context holds for the account are deleted immediately, and audit records run out the account's retention window, as the [privacy policy](https://tileward.com/privacy/) states. A conversation last used before that window has no usage record left to find it by, so email [hello@tileward.com](mailto:hello@tileward.com) and we remove it by hand. Export audit records (CSV or JSON) before you close.
- When an air-gapped licence ends, the installation must be taken down within 30 days of closure, and we verify the takedown with you.

The full text is at https://tileward.com/terms/.

## Related

- [Privacy policy](https://tileward.com/privacy/): what Tileward holds, for how long, and account deletion
- [Data processing addendum](https://tileward.com/dpa/): the processor terms for personal data
- [Sub-processors](https://tileward.com/subprocessors/): the vendors behind the hosted service, Stripe among them
- [Tileward Governance](https://tileward.com/governance/): how tile locks work
- [Pricing](https://tileward.com/pricing/): pay-as-you-go rates, and how to arrange Enterprise