Terms of Service

The terms governing accounts, subscriptions, integrations, AI-assisted features, and access to Prolytics OS.

Prolytics Limited

Last updated: March 23, 2026

1. Introduction

These Terms of Service ("Terms") govern access to and use of Prolytics OS, the website located at prolyticshq.com, and related services, features, integrations, documentation, support, and software provided by Prolytics Limited ("Prolytics," "we," "us," or "our").

By creating an account, clicking "continue," using the Services, or accessing the platform on behalf of an organization, you agree to these Terms.

If you use the Services on behalf of a company, organization, or other legal entity, you represent that you have authority to bind that entity to these Terms. In that case, "Customer," "you," and "your" refer to that entity.

If you do not agree to these Terms, you may not use the Services.

2. The Services

Prolytics OS is an AI-assisted diagnostic platform for product, revenue, reliability, and growth teams. The Services may include:

Health surfaces, metrics, alerts, and operating views;
Engine investigations, explanations, and AI-assisted analysis;
Radar findings, watches, issue tracking, and related workflows;
integrations with product analytics, billing, reliability, and related business systems;
evidence packs, provider snapshots, schema mappings, prompts, outputs, and investigation history;
account management, billing, credits, documentation, and support.

The Services are designed to help teams understand changes in product behavior, billing, reliability, and related business signals. Prolytics does not guarantee that any insight, alert, investigation, recommendation, or output will be complete, correct, or suitable for any particular decision.

3. Accounts and access

You may need an account to use the Services. You agree to provide accurate account information, keep your account credentials and access methods secure, and promptly notify us of unauthorized access or security concerns.

Authentication may be provided through magic link login, GitHub login, Google login, or other supported authentication methods. Authentication is implemented using Better Auth and related local application systems.

You are responsible for all activity under your account and workspace, including activity by users you invite or authorize.

You may not share access credentials, bypass authentication, access another customer's workspace, or use the Services in a way that interferes with the security or operation of the platform.

4. Customer workspaces and users

A workspace represents a customer environment in Prolytics. You are responsible for managing your users, connected sources, permissions, configuration, and workspace activity.

You are responsible for ensuring that each user you invite has the right to access the workspace and the data available through it.

We may suspend or restrict access to a workspace if we reasonably believe that the workspace creates a security risk, violates these Terms, causes operational harm, or is being used unlawfully.

5. Customer Data

"Customer Data" means data, content, records, credentials, prompts, outputs, identifiers, metrics, evidence, configuration, and related information that you submit to, connect to, generate through, or make available to the Services.

You retain all rights in Customer Data. Prolytics does not claim ownership of Customer Data.

You grant Prolytics a limited, worldwide, non-exclusive license to host, process, transmit, store, display, analyze, and use Customer Data as necessary to:

provide and operate the Services;
connect to customer-selected data sources;
generate metrics, findings, alerts, investigations, issue records, reports, and AI-assisted outputs;
maintain customer-visible history, evidence, auditability, and workflow continuity;
maintain, secure, debug, and support the Services;
process payments, subscriptions, invoices, credits, and billing records;
comply with law and enforce these Terms.

Prolytics may use aggregated, anonymized, or de-identified information derived from use of the Services to understand, operate, secure, and improve the Services, provided that this information does not identify Customer or any individual.

Prolytics does not reuse production customer prompts, evidence packs, or AI outputs for model training or evaluation datasets by default. Non-operational reuse requires separate customer authorization.

You represent that you have all rights, permissions, notices, consents, and legal bases required to provide Customer Data to Prolytics and to authorize Prolytics to process Customer Data as described in these Terms, the Privacy Policy, and the Data Processing Addendum where applicable.

6. Connected sources and integrations

The Services may allow you to connect third-party systems such as product analytics, billing, reliability, error monitoring, or related business tools.

You are responsible for:

selecting which sources to connect;
configuring permissions and scopes;
ensuring that connected-source data may lawfully be processed by Prolytics;
maintaining the security of source credentials and access tokens;
complying with the terms of the connected-source provider;
reviewing outputs before acting on them.

Prolytics may store connection state, encrypted provider credentials, provider metadata, source identifiers, schema mappings, snapshots, derived metrics, alerts, evidence, and investigation history as needed to operate the Services.

Prolytics is not responsible for outages, errors, data quality issues, permission changes, API limitations, or policy changes caused by connected-source providers.

7. AI-assisted features

The Services may use AI models and AI infrastructure, including Google Vertex AI/Gemini and Anthropic, to generate explanations, summaries, investigation outputs, visualizations, and other AI-assisted results.

When AI-assisted features are used, Prolytics may send selected prompts, metrics, provider context, evidence packs, source metadata, derived records, and other relevant service records to AI providers as needed to answer a customer request or operate the Services.

Prolytics stores prompts, evidence, AI outputs, and investigation history to provide customer-visible service history, support, security, debugging, auditability, and workflow continuity.

AI providers may process AI inputs and outputs according to their own service terms, data-processing terms, retention settings, abuse-monitoring rules, and customer configuration. Prolytics will use commercially reasonable efforts to configure AI providers consistently with this section where the provider and plan support those controls.

AI outputs may be inaccurate, incomplete, outdated, or unsuitable for your situation. You are responsible for reviewing and validating AI outputs before relying on them. AI outputs are not legal, tax, accounting, financial, security, medical, employment, credit, insurance, or other professional advice.

You must not use the Services or AI outputs as the sole basis for decisions that have legal or similarly significant effects on individuals, including employment, credit, housing, insurance, healthcare, education, law enforcement, immigration, or eligibility decisions.

8. Prohibited data

Unless Prolytics agrees in writing, you must not submit, connect, upload, or intentionally cause the Services to process:

protected health information or medical records;
payment card numbers, CVV codes, magnetic stripe data, or other sensitive payment card data;
government identification numbers, passport numbers, or national identity numbers;
children's personal data;
biometric identifiers;
passwords, private keys, API secrets, signing keys, or unredacted credentials;
special-category or highly sensitive personal data, including data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic data, biometric data for identification, sex life, sexual orientation, or criminal allegations or convictions;
data subject to industry-specific regulation unless separately agreed in writing;
data that you do not have the legal right to process through the Services.

If you believe prohibited data has been submitted to the Services, contact legal@prolyticshq.com.

9. Acceptable use

You must not use the Services to:

violate any law or regulation;
infringe intellectual property, privacy, publicity, or other rights;
access, monitor, or collect data without authorization;
attempt to identify, profile, track, or surveil individuals in a way that violates law or reasonable expectations of privacy;
build or support high-risk legal, employment, credit, housing, insurance, healthcare, law enforcement, or similarly regulated decision systems;
send malware, harmful code, or abusive traffic;
attempt to disrupt, overload, probe, scan, or compromise the Services;
reverse engineer, decompile, or attempt to extract source code, prompts, models, credentials, or system architecture except where law expressly permits;
bypass rate limits, usage limits, authentication, billing, or security controls;
resell, sublicense, or provide access to the Services as a competing product without written permission;
use the Services to develop a competing product by copying non-public features, workflows, or outputs.

We may suspend or terminate access if we reasonably believe your use violates these Terms, creates security or legal risk, or harms the Services or other customers.

10. Subscriptions, billing, and credits

Paid plans are billed through Stripe or another payment processor we identify. You authorize Prolytics and its payment processor to charge applicable fees, taxes, and other amounts for the plan, credits, or services you purchase.

Plans may include monthly credits. Monthly credits expire at the end of the applicable billing period and do not roll over.

Additional purchased credits roll over while your account remains active, unless otherwise stated at purchase. When both monthly credits and purchased credits are available, monthly credits are consumed first, then purchased credits.

Credits have no cash value, are not legal tender, are not transferable, and may be used only within the Services.

If an eligible paid investigation fails because of a platform-side execution failure, Prolytics may automatically return the applicable credits to your account. Other than automatic credit returns for eligible failed investigations, fees and credits are non-refundable except where required by law or expressly agreed in writing.

Stripe customer IDs, subscription IDs, payment IDs, invoice IDs, credit records, and related billing metadata may be stored for billing, tax, legal, audit, support, and product operation. Raw Stripe webhook JSON may be stored temporarily for billing audit/debugging and is redacted after 180 days, while canonical billing and payment records are preserved as needed.

We may change plan features, credit allocations, usage limits, pricing, or billing terms. Changes will apply as described at the time of notice or renewal, unless a separate written agreement states otherwise.

If payment fails, we may retry payment, suspend paid features, limit access, or terminate the account after reasonable notice.

10.1 Prolytics OS Launch Access

Prolytics OS Launch Access costs $499 and includes 90 days of access. At the end of the 90-day period, your subscription automatically renews at $49 per month unless cancelled before the renewal date. Payments are non-refundable. You may cancel at any time, and cancellation takes effect at the end of your current paid access period. You will retain access until that date, and no further renewal payment will be collected.

No prorated refunds are provided for the initial Launch Access payment or subsequent monthly payments. Launch Access cancellation is scheduled for the end of the applicable paid access period. Immediate access revocation is reserved for fraud, a lost payment dispute, or another approved administrative reason.

11. Taxes

Fees are exclusive of taxes unless stated otherwise. You are responsible for applicable taxes, duties, levies, and similar charges, except taxes based on Prolytics' income.

12. Beta and early-access features

The Services may include beta, preview, experimental, or early-access features. These features may be incomplete, changed, disabled, or discontinued at any time. They may contain errors or produce unexpected results.

Beta and early-access features are provided "as is" and should not be relied on for critical workflows unless we expressly state otherwise in writing.

13. Service availability and support

We aim to operate the Services reliably, but we do not guarantee uninterrupted, error-free, or secure operation.

The Services may be unavailable because of maintenance, provider outages, infrastructure issues, network failures, security incidents, API limits, or other reasons.

Support is provided through the channels we make available. Unless a separate written agreement states otherwise, we do not provide a formal service-level agreement.

14. Security

We maintain technical and organizational measures designed to protect the Services and Customer Data. These measures may include access controls, encryption in transit, encrypted backups, monitoring, incident response processes, and restricted access to production systems.

No system is completely secure. You are responsible for configuring your workspace securely, limiting user access, protecting connected-source credentials, and notifying us of suspected unauthorized access.

More information is available in our Security Overview.

15. Privacy and data processing

Our Privacy Policy explains how we collect, use, store, disclose, and protect personal information.

When Prolytics processes personal data on behalf of a business customer as a processor or service provider, the Data Processing Addendum applies to that processing.

The Cookie Policy and Subprocessor List provide additional information about cookies, analytics, service providers, and subprocessors.

16. Export and deletion

Workspace export and deletion are support-assisted for MVP and are not currently provided through a self-serve product control.

You may contact legal@prolyticshq.com to request access, export, correction, or deletion. We may need to verify your identity, authority, and workspace relationship before processing a request.

Deletion may be limited where retention is required or permitted for billing, tax, legal, security, backup, fraud-prevention, dispute-resolution, or legitimate business purposes. Backup copies may remain until they expire under backup retention schedules.

17. Intellectual property

The Services, software, interfaces, workflows, documentation, design, systems, and related materials are owned by Prolytics or its licensors and are protected by intellectual property laws.

Except for the rights expressly granted in these Terms, Prolytics reserves all rights in the Services.

You may not copy, modify, distribute, sell, lease, host, or create derivative works from the Services unless we expressly allow it in writing.

Feedback you provide may be used by Prolytics without restriction or compensation, provided we do not disclose your confidential Customer Data except as described in these Terms and the Privacy Policy.

18. Confidentiality

Each party may receive non-public information from the other party that is marked confidential or should reasonably be understood to be confidential.

The receiving party will use confidential information only to perform or receive the Services and will protect it using reasonable care.

Confidentiality obligations do not apply to information that is publicly available, already known without restriction, independently developed without use of confidential information, or lawfully received from a third party.

19. Third-party services

The Services may interoperate with third-party services, including connected data sources, payment processors, analytics tools, monitoring tools, infrastructure providers, and AI providers.

Third-party services are governed by their own terms and policies. Prolytics is not responsible for third-party services, except as expressly stated in a written agreement.

20. Suspension and termination

You may stop using the Services at any time. You may cancel a paid plan through the billing flow or by contacting us.

We may suspend or terminate access if:

you breach these Terms;
payment is overdue;
your use creates security, legal, or operational risk;
we are required to do so by law;
your connected sources or credentials create risk to the Services;
your account is inactive for an extended period and we provide reasonable notice where practicable.

Upon termination, your right to use the Services ends. Certain provisions survive termination, including payment obligations, confidentiality, intellectual property, privacy/data processing terms, disclaimers, limitations of liability, indemnity, and dispute provisions.

21. Disclaimers

The Services are provided "as is" and "as available."

To the maximum extent permitted by law, Prolytics disclaims all warranties, whether express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, availability, and uninterrupted operation.

Prolytics does not warrant that the Services, alerts, metrics, investigations, evidence, AI outputs, or recommendations will be accurate, complete, secure, timely, or error-free.

22. Limitation of liability

To the maximum extent permitted by law, Prolytics will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for loss of profits, revenue, goodwill, data, business opportunities, or business interruption.

To the maximum extent permitted by law, Prolytics' total liability arising out of or relating to the Services or these Terms will not exceed the amount paid by Customer to Prolytics for the Services in the 12 months before the event giving rise to the claim.

These limitations apply regardless of the legal theory, whether contract, tort, negligence, strict liability, or otherwise, even if a remedy fails of its essential purpose.

23. Indemnity

You will defend, indemnify, and hold harmless Prolytics from claims, damages, liabilities, costs, and expenses arising from:

Customer Data;
your connected sources and integrations;
your use of the Services in violation of these Terms or law;
your failure to obtain required rights, notices, consents, or legal bases;
your violation of third-party rights.

Email: legal@prolyticshq.com