Terms of Service

Last updated: October 26, 2026

These Terms of Service ("Terms") govern access to calmlens.com and the CalmLens portal, API, content-moderation service, storage, transformation and content-delivery network (together, the "Services"). The Services are provided by CalmLens Ltd, company number 17518409 ("CalmLens", "we", "us" or "our").

By creating an account, accepting an order, or using the Services, you agree to these Terms. If you use the Services for an organisation, you confirm that you have authority to bind it, and "you" means that organisation. If you do not agree, do not use the Services.

1. Eligibility and accounts

You must be at least 18 and legally able to enter into these Terms. The Services are primarily intended for businesses and developers.

You must provide accurate account information, keep it current, protect credentials and API keys, and promptly tell us about suspected unauthorised use. You are responsible for activity under your account and for the people and applications you authorise. You may not share an account in a way that defeats access controls or usage limits.

Projects, saved moderation policies, prepaid credit and billing belong to an organisation. Every account has a personal organisation, and you can create others to work with a team. An organisation's owners manage its billing and every project in it; its members are the people invited to its projects, with the access they are given. Owners are responsible for the people they invite and the access they grant. An owner can move a project to another organisation they own. If the only owner of an organisation deletes their account, the organisation and its projects are deleted for every member, including content other members uploaded; an organisation shared with other people must be given another owner first.

2. The Services

CalmLens lets customers submit supported content for automated moderation, configure moderation policies, receive events and webhooks, retain approved content, transform images, and deliver public or private assets through a CDN. Available features, limits and supported formats are described in the documentation.

We may improve, replace or discontinue features. We will give at least 30 days' notice before discontinuing a paid service or making a material change that significantly reduces its functionality, except where a shorter period is necessary for legal, security or urgent safety reasons. If the change materially reduces a paid service you purchased, you may terminate that affected service before the change takes effect and receive a refund of prepaid fees for the unused period. The Services may occasionally be unavailable for maintenance, incidents or circumstances outside our reasonable control. Unless an order expressly says otherwise, no service-level agreement applies.

Free, preview, beta and early-access features may be changed or withdrawn at any time and are provided as available.

3. Customer Content

"Customer Content" means content, URLs, files, data, instructions and other material submitted to, fetched by or generated for you through the Services, including moderation results and transformed variants.

As between you and us, you retain your rights in Customer Content. You grant us and our service providers a worldwide, non-exclusive right to host, copy, transmit, transform, analyse and otherwise process Customer Content only as needed to provide, secure and support the Services, comply with law, and enforce these Terms.

We do not use Customer Content, including demo submissions or content supplied for support, to train our own models. The licence above does not grant a right to use that content for general model training. Third-party AI processing and provider retention are described in our Privacy Policy.

You are responsible for Customer Content and must have all rights, permissions, notices, lawful bases and consents needed to submit it and instruct us to process it. You are also responsible for your end users, applications, moderation policies, delivery configuration, webhook destinations and use of results.

Customer settings control whether processed content is retained and whether matching content is allowed, limited, age-restricted, blocked from delivery or purged. Blocking is not deletion. Purging and deletion may take a reasonable time to propagate through queues and caches.

4. Classification results

Classification results are probabilistic, advisory outputs. They may be inaccurate, incomplete, delayed, unavailable, or produce false positives and false negatives. Scores and labels are not legal advice and do not establish that content is lawful, unlawful, safe or harmful.

You must assess whether the Services are suitable for your use case, test thresholds and actions, maintain appropriate safeguards, and provide human review or an appeal route where required. You must not rely on the Services as the sole basis for a decision that produces legal or similarly significant effects on a person.

5. Acceptable use

You must comply with applicable law and must not:

• use the Services to create, solicit, facilitate, distribute, conceal or profit from child sexual abuse material, non-consensual intimate content, trafficking, exploitation or other illegal harm;
• submit potentially unlawful or harmful material except as reasonably necessary for a lawful, good-faith moderation, trust-and-safety or safeguarding workflow;
• infringe privacy, data-protection, confidentiality, intellectual-property or other rights;
• upload malware, attack or probe the Services, bypass security or access controls, interfere with other users, or use the Services for phishing, spam or fraud;
• conceal your identity to evade enforcement, circumvent usage or billing limits, or create replacement accounts after a suspension;
• resell or provide the Services as a standalone competing service, use the Services or results to train a competing moderation model or to benchmark one against the Services for publication, or reverse engineer the Services except where applicable law does not permit that restriction; or
• use CDN delivery to host or distribute content that violates these Terms.

We may investigate suspected misuse and remove or restrict content, suspend processing or delivery, preserve relevant records, or report conduct where reasonably necessary to protect people, the Services or comply with law. Where practicable, we will give notice and an opportunity to remedy, but we may act immediately for urgent security, legal or safety reasons.

Copyright complaints and repeat infringement

Our Copyright and DMCA Policy forms part of these Terms. It explains how to report claimed infringement, submit a counter-notice, and contact our copyright team. We review sufficiently detailed notices and act expeditiously to remove or disable access where appropriate, notify the affected customer, and handle counter-notices and restoration under the applicable process.

We adopt and reasonably implement a policy of terminating, in appropriate circumstances, accounts of repeat infringers. We consider the circumstances, reliable notices, counter-notices, withdrawals and outcomes; an allegation alone is not a judicial finding. We may restrict access immediately where necessary, including while investigating infringement. You must not evade restrictions or re-upload content to defeat a takedown. We accommodate and do not interfere with applicable standard technical measures within the meaning of 17 U.S.C. § 512(i).

6. Customer integrations and third-party services

The Services may fetch a URL you provide, send events to a webhook destination you configure, or connect to third-party identity, payment, AI and infrastructure services. You authorise those communications and are responsible for the destination, its security and its terms. We are not responsible for third-party products or for delays, failures or changes caused by them.

Do not provide URLs that access systems or data you are not authorised to access. You must validate webhook signatures where offered and keep destination credentials secure.

7. Fees, usage and payment

Prices, included allowances and metered units are shown in the Services, documentation, checkout or an order. Usage may include uploads, moderation, OCR, website ingestion, storage, transformations and asset delivery. You authorise us and Stripe to charge the payment method saved for your organisation for applicable fees and taxes.

Usage in a project, by anyone and through any API key, is counted against the allowance of the project's organisation and billed to that organisation.

Usage tiers and threshold charges. Each organisation has a usage tier, which sets a usage cap for each billing period and a threshold for unpaid usage. Tiers are based on the organisation's payment history: they rise automatically as invoices are paid, a disputed payment holds the organisation on the first tier until the dispute is resolved, and refunded payments stop counting towards it. When unpaid usage in a billing period reaches the threshold, you authorise us and Stripe to invoice it and charge your payment method straight away, rather than at the end of the period. New uploads pause when usage reaches the cap plus any prepaid credit, and while a usage invoice remains unpaid. Delivery of assets you already have continues. Current tiers, caps and thresholds are shown on the Billing page and in the documentation.

Prepaid credit. You can buy credit in advance from the Billing page. Credit is applied automatically to metered usage charges on your invoices before tax; it does not pay for taxes. Credit you pay for ("paid credit") does not expire. Bonus credit that we add to a purchase is promotional: it has no cash value, expires 12 months after it is granted, and is used before paid credit. Credit belongs to the organisation that bought it and cannot be transferred or exchanged for cash, except as described below. VAT and other applicable taxes are charged when you buy credit. If you close the organisation or your account, or we discontinue the Services or terminate your access for a reason other than your breach, we will refund your unused paid credit to the original payment method if you ask within 90 days. Bonus credit is not refundable.

Auto top-up. If you turn on auto top-up, you authorise us and Stripe to charge your saved payment method the amount you choose whenever your credit balance falls below the threshold you set, until you turn it off. If a charge fails, we will tell you and try again later; usage continues to be billed to your payment method as normal.

Spend limits. Spend limits help you manage usage. A limit set to pause uploads is checked as each upload arrives and stops new uploads for the rest of the billing period or until you raise it; it does not stop storage, delivery or processing already under way, so charges can exceed the limit, and charges for usage you incur remain payable.

Metered charges are based on our service records. To dispute a charge, email us with the invoice or transaction identifier, the disputed amount and the reason within 60 days after the charge, or promptly after discovering an error you could not reasonably have identified earlier. We will investigate and explain the outcome. You must pay undisputed amounts when due. New uploads stay paused while a usage invoice is unpaid, including while you dispute it, and delivery of assets you already have continues; apart from that, we will not suspend or restrict service solely for an amount disputed reasonably and in good faith while you cooperate with the investigation, and we will refund or credit any amount we find was charged in error. Except where required by law or expressly stated otherwise in these Terms, including for unused paid credit, fees are non-refundable. We may correct pricing errors prospectively and change future pricing or allowances with at least 30 days' notice. You may cancel before the change takes effect. Overdue amounts may result in restricted or suspended service.

Pay-as-you-go billing and other subscriptions continue for the period shown at checkout until cancelled. Cancellation stops future renewal but does not reverse charges already incurred. Deleting content or an account does not cancel or erase charges already accrued.

8. Privacy and data protection

Our Privacy Policy explains how we process personal information. Our Cookie Policy explains our use of cookies and similar technologies.

For personal information in Customer Content, you are the controller or business and we act as your processor or service provider. Our Data Processing Addendum forms part of these Terms and governs that processing. You must not instruct us to process personal information unlawfully. Each party will comply with the data-protection laws applicable to its role.

9. Confidentiality and security

Each party may receive non-public information that is identified as confidential or would reasonably be understood to be confidential. The receiving party will use it only to perform or exercise rights under these Terms and will protect it using reasonable care. This does not cover information independently developed, lawfully received without restriction, or made public without breach. A party may disclose information when legally required after giving notice where permitted.

We use reasonable safeguards for the Services, but no system is completely secure. You are responsible for securing your systems, API keys, account access and copies of Customer Content.

10. Our intellectual property

We and our licensors own the Services, software, documentation, designs, trademarks and all related intellectual-property rights. Subject to these Terms, we grant you a limited, non-exclusive, non-transferable and revocable right to use the Services during your account term for your internal business purposes and to integrate them into your own products for your end users.

If you provide feedback, you grant us a perpetual, worldwide, royalty-free right to use it without restriction or obligation. Feedback does not include Customer Content or your confidential information.

11. Suspension and termination

You may stop using the Services or request account deletion at any time. Either party may terminate an applicable paid service as provided at checkout or in an order.

We may suspend or terminate access if you materially breach these Terms, create a security or legal risk, fail to pay, or use the Services in a way that could cause harm. For a breach that can be remedied, we will give written notice and 30 days to remedy it before terminating, except where immediate action is necessary for security, legal or safety reasons. You may also terminate an affected paid service if we materially breach these Terms and do not remedy the breach within 30 days after your written notice. We may terminate a free account or discontinued service with reasonable notice where practicable.

If you terminate for our uncured material breach, or we discontinue a paid service, we will refund prepaid fees for its unused period and unused paid credit. Accrued usage charges remain payable.

On termination, your right to use the Services ends and outstanding undisputed charges become due. You should export any data you need before deletion. Deleting your account deletes the organisations you alone own, with their projects, for all of their members, including content other members uploaded. Sections that by their nature should continue survive termination, including payment obligations, confidentiality, intellectual property, disclaimers, liability, indemnity and dispute provisions.

12. Disclaimers

To the fullest extent permitted by law, the Services, documentation and moderation results are provided "as is" and "as available". We disclaim implied warranties of satisfactory quality, merchantability, fitness for a particular purpose, non-infringement and any warranty that the Services will be uninterrupted, error-free or meet your requirements.

Nothing in these Terms limits rights or warranties that applicable law does not allow us to exclude.

13. Limitation of liability

To the fullest extent permitted by law, neither party is liable under these Terms for lost profits, revenues, goodwill or data, or for indirect, incidental, special, exemplary, punitive or consequential loss, even if advised that it was possible.

To the fullest extent permitted by law, we are not liable for:

• decisions you, your end users or anyone else make based on moderation results, including content that is wrongly approved, rejected, blocked or not flagged;
• loss caused by anyone accessing the Services with your account, credentials or API keys, or by your systems, integrations or webhook destinations; or
• the content of Customer Content or of third-party services.

Our total aggregate liability for all claims arising out of or relating to these Terms (including the documents they incorporate) and the Services, whether in contract, tort (including negligence), breach of statutory duty or otherwise, will not exceed the greater of (a) the fees you paid for the Services giving rise to the claim in the 12 months before the first event giving rise to liability or (b) £100. This is a single limit for all claims together, not a limit for each claim.

These exclusions and limits do not limit your obligation to pay fees under section 7, your indemnity under section 14, or your liability for breaching section 5 or for infringing our intellectual property.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of obligations that cannot lawfully be limited, or any other liability that applicable law does not permit us to exclude.

14. Indemnity

If you use the Services for a business, you will indemnify CalmLens Ltd and its officers, employees and affiliates against third-party claims, damages and reasonable costs arising from your Customer Content, your product or end users, use of the Services through your account, credentials or API keys, your breach of these Terms, or your violation of law or third-party rights, except to the extent caused by our breach of these Terms.

We must notify you promptly of an indemnified claim; a delay reduces your obligation only to the extent it materially prejudices your defence. You may control the defence with competent counsel, and we will reasonably cooperate at your expense. You may not settle a claim in a way that admits fault on our behalf, imposes a non-monetary obligation on us or fails to release us from the claim without our written consent, which we will not unreasonably withhold. We may participate through our own counsel at our own expense.

15. Governing law and disputes

Before filing a claim, each party will try in good faith for 30 days to resolve the dispute after written notice. This does not prevent either party from seeking urgent injunctive relief.

These Terms and any non-contractual obligations arising from them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that if mandatory consumer law applies, you retain the protection of that law and may be entitled to bring a claim in your home courts.

16. Changes to these Terms

We may update these Terms to reflect changes to the Services, law, security or our business. We will post the updated Terms and change the date above. Where an update materially reduces your rights or increases your obligations, we will email your account contact at least 30 days before it takes effect. A shorter notice period may apply where required by law or necessary to address urgent security or safety risks; we will explain the reason. You may terminate an affected paid service before a material adverse change takes effect and receive a refund of prepaid fees for its unused period. Continued use after the effective date means you accept the updated Terms. If you do not agree, you must stop using the Services.

17. General

These Terms, any applicable order, and the policies they incorporate are the entire agreement about the Services and replace earlier discussions about that subject. An order controls over these Terms if it expressly says so. Failure to enforce a provision is not a waiver. If a provision is unenforceable, it will be adjusted only as needed and the rest remains effective.

You may not assign these Terms without our consent. We may assign them to an affiliate or in connection with a merger, reorganisation or sale of the relevant business. The parties are independent contractors, and these Terms do not create an agency, partnership, employment or fiduciary relationship. No person other than the parties has a right to enforce these Terms.

Neither party is liable for a delay or failure to perform caused by events beyond its reasonable control, such as failures of internet, hosting or other third-party providers, power outages, attacks, natural disasters, war, government action or labour disputes. This does not excuse payment obligations.

Contractual notices must be sent to the account email address you keep on file or, for notices to us, the contact email below. We may also display a notice in the portal, but a portal notice alone does not replace an email expressly required by these Terms.

18. Contact

CalmLens Ltd, registered in England and Wales (company number 17518409), Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom

Email: contact@calmlens.com