Terms of Service

The Service is built for businesses. You confirm that you are acting for purposes relating to your trade, business or profession, and not as a consumer, and that the person accepting these Terms has authority to bind the Customer. If you use the Service on behalf of a company or other legal entity, "you" means that entity. The Service is operated by Serendipity Int Ltd (trading as ascend LLM), a private limited company registered in England and Wales, with its registered office at Causeway House, 13 The Causeway, Teddington, TW11 0JR.

Plan: a subscription tier with the features, allowances and limits described on our pricing page, or in your Order, at the time of purchase or renewal. Order: a mutually signed order form, enterprise agreement or addendum between you and us that references these Terms. User: an individual you authorise to use the Service under your account, such as a team member you invite. Customer Data: data you or your Users submit to or connect with the Service, including prompt configurations, brand and competitor settings, uploaded files, server or CDN logs, and data from third-party accounts you connect. Platform Data: data the Service collects, generates or derives from third-party AI platforms and public sources, and the metrics, scores and reports built from it. Output: content generated for you by AI-assisted features of the Service, such as drafted content, recommendations and reports. Policies: the policies incorporated into these Terms by reference: our Refund and Cancellation Policy, Privacy Policy, Cookie Policy and Data Processing Addendum.

Some customers sign an Order with us. An Order can add to or modify these Terms, for example custom pricing, volumes, service levels, security commitments or billing by invoice. If there is a conflict between documents, the following order of precedence applies: (1) the Order; (2) the Data Processing Addendum, for its subject matter; (3) these Terms; (4) the other Policies. An Order prevails over these Terms only to the extent it expressly deviates from them. Unless the Order says otherwise, the version of these Terms published on our website is incorporated into the Order by reference, and Section 28 governs how later changes apply to you.

To use the Service you must register an account with accurate, complete and current information, and keep it updated. You may invite Users to your account through the team features of the Service. Each User needs their own login, and credentials must not be shared. You are responsible for your Users, for all activity under your account, and for keeping credentials and API keys confidential. Tell us promptly at hello@ascendllm.co.uk if you suspect unauthorised access. You may manage what each User can do with the permission controls in the Service.

Features and allowances depend on your Plan, as described on the pricing page or in your Order. Where we offer a free trial, the trial may require a valid payment method and converts into a paid subscription at the end of the trial period unless you cancel before it ends. We may offer beta or early-access features, identified as such. They are provided as is, may change or be discontinued at any time, and may be subject to additional terms. Trials, betas and free features are excluded from any availability or support commitments.

Subscriptions are billed in advance, monthly or annually, and renew automatically for successive periods equal to your billing period unless cancelled before the renewal date. You can cancel at any time from your billing settings. Cancellation takes effect at the end of the current billing period, and you keep access until then. Upgrades and other plan changes take effect immediately, with charges prorated where applicable. Our Refund and Cancellation Policy applies to all payments.

You agree to pay the fees for your Plan, add-ons and any one-time purchases. Payments are processed by our payment providers; we do not store card details. Unless an Order says otherwise, payment is due by card at the start of each billing period. Fees are exclusive of VAT and other applicable taxes, which are added where required. You are responsible for taxes other than taxes on our income. If a payment fails or an invoice is overdue, we may send reminders and, if payment remains outstanding, suspend access under Section 25 and charge statutory interest and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998.

We may change Plan prices from time to time. Price changes do not affect a billing period you have already paid. For self-serve subscriptions, we will notify you by email at least 30 days before a price change takes effect, and it applies from your next renewal after that notice. If you do not agree, you can cancel before the renewal. For customers with an Order, pricing during the agreed term is as set out in the Order, and renewals are at the pricing agreed in the Order or, failing that, our then-current pricing notified in advance.

We offer paid add-ons, for example extra capacity or additional monitored markets, that are billed on the same cycle as your subscription, with an immediate prorated charge when added, and can be removed effective at your next renewal. We also offer one-time paid products and managed-service engagements. Their scope, price, delivery timeline and access period are described at purchase or in the applicable Order, and they are non-refundable once work has started, except as stated in the Refund and Cancellation Policy or required by law.

ascend LLM monitors and analyses how brands appear in the responses of third-party AI platforms, and provides related analytics, reports, recommendations, content tools and integrations. The Service does not: guarantee that your brand will appear, rank or be described in any particular way in any AI platform; manipulate AI platforms on your behalf; guarantee the accuracy, completeness or stability of third-party AI outputs it records; or provide legal, financial or other professional advice. Metrics, scores, sentiment and similar insights are estimates based on sampled queries run at particular times, from particular locations, with particular configurations, and can differ from what individual users of AI platforms see.

The core AI visibility monitoring Service does not require you to place a tag, pixel or cookie on your websites and does not receive personal data about their human visitors or leads. We process this type of data only when you enable an optional feature that supplies it. Connected web analytics features retrieve traffic, session and conversion metrics from an analytics provider you connect. AI crawler analytics reports AI bot activity rather than human visitor behaviour, but raw log files or streams you provide may include other website requests while they are processed. Raw uploaded log files are retained for up to 30 days after processing. Shared or embedded reports may process viewer activity. We process this data as your processor under the Data Processing Addendum and use it to provide, secure and support the selected feature. We do not use it for advertising, to build profiles of individuals, or to train AI models. You control whether these features are enabled and are responsible for the rights, notices and lawful basis needed to provide the data.

The Service depends on third-party AI platforms, search services, public web sources and data providers that we do not control. These platforms change frequently, and access to them may be limited, altered or discontinued at any time. We may add, change or remove monitored AI models, data sources and related features at our reasonable discretion. Where a change materially reduces a capability you actively use, we will use reasonable efforts to notify you and to offer a suitable alternative where one exists. We do not warrant that any specific AI platform, model or data source will remain available or supported.

You retain all rights to Customer Data. You grant us a non-exclusive, worldwide, royalty-free licence to host, process, transmit and display Customer Data as needed to provide and secure the Service, to prevent or address technical or security issues, to comply with law, and as described in Section 16. You are responsible for Customer Data and warrant that you have the rights and permissions needed to submit it and to connect any third-party accounts, and that our processing of it under these Terms does not violate any law or third-party right. Prompt configurations are executed against third-party AI platforms as part of the Service.

As between you and us, we own the Platform Data, including the underlying response archive, extracted mentions, citations, sentiment and derived metrics. During your subscription we grant you a non-exclusive, worldwide licence to access and use the Platform Data made available to you in the Service, and to reproduce it in your own materials, including reports and deliverables for your own clients. After your subscription ends you may keep and continue to use exports and reports you created during it, unless we terminated your subscription for your material breach. If you publish Platform Data publicly, you must attribute ascend LLM as the source and must not misrepresent what the data shows. You must not sell, licence or redistribute Platform Data as a standalone dataset, use it to build a competing product, or use it to train, fine-tune or improve AI or machine-learning models. You may use our official API and connector integrations to provide Service data to AI tools as part of your ordinary use of those tools.

Some features generate Output using third-party AI models. We assign to you our rights, if any, in Output generated for you, and you are responsible for how you use and publish it. AI-generated content may be inaccurate, incomplete or similar to content generated for others. You must apply human review to Output before relying on it or publishing it; reliance on Output is at your own risk. Output does not constitute professional advice. Usage quotas and fair-use limits may apply to AI features depending on your Plan.

We collect technical and usage data about how the Service is used, such as feature usage, performance and logs, and we may create aggregated or anonymised data from Customer Data and Platform Data. We own this usage and aggregated data and may use it to operate, secure, improve and develop the Service and our business, including industry benchmarks and research, provided that we do not publicly disclose it in a form that identifies you, your Users or your confidential information.

You agree to use the Service only lawfully and in accordance with these Terms. You must not, and must not permit anyone to: (a) sell, resell, sublicense, rent or provide the Service to third parties except as expressly allowed by Section 18; (b) reverse engineer, decompile or attempt to extract the source code, models or non-public APIs of the Service, except to the extent a law expressly permits it; (c) scrape, crawl or bulk-extract data from the Service outside the export and API features we provide, or circumvent usage limits, quotas or access controls; (d) use the Service to develop a competing product or service, access the Service on behalf of a competitor without our prior written consent, or publish benchmarks of the Service without our prior written consent; (e) upload malicious code, probe or test the vulnerability of the Service without written authorisation, interfere with its operation, or exploit a bug or misconfiguration instead of reporting it to us; (f) submit content or run prompts that are unlawful, infringing or defamatory, or that violate third-party rights; (g) use the Service to send spam or for surveillance of individuals; or (h) misrepresent data produced by the Service. We may set and enforce fair-use limits to protect the stability of the Service for all customers.

You may use the Service to provide services to your own clients, for example as an agency monitoring and reporting on client brands. Client projects, seats and deliverables remain subject to these Terms and your Plan limits. On eligible Plans we additionally offer white-label and embedded access that lets you present the Service or its data to your clients under your own branding. Where you use these features: (a) you are fully responsible for your clients and anyone you give access to, and for your agreements with them, which must not promise more than these Terms provide; (b) your clients have no direct claim against us and are not our customers; (c) you must not represent that we endorse you or your services; and (d) you remain responsible for all fees and for compliance with these Terms. We process viewer data in embedded experiences on your behalf as described in the Data Processing Addendum.

Depending on your Plan, the Service includes programmatic access such as a REST API, webhooks, connectors and export integrations. API keys and tokens are confidential credentials; you are responsible for activity under them and must store them securely and rotate them if compromised. We may apply and change rate limits and technical restrictions to keep the Service stable, and we may update APIs over time. We will use reasonable efforts to avoid breaking documented integrations and to give notice of material breaking changes. Third-party services you connect are governed by their own terms, and we are not responsible for them.

We offer free public tools, for example visibility checkers and report generators, that can be used without a subscription. They are provided as is, for reasonable individual use, and we may limit, change or discontinue them at any time. You must not access them with automated scripts or use them to build datasets or competing services.

The Service, including its software, design, trade marks and documentation, is owned by Serendipity Int Ltd or its licensors. We grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription in accordance with these Terms. No rights are granted except as expressly stated. If you send us feedback or suggestions, you grant us a perpetual, irrevocable, royalty-free licence to use them without restriction or obligation to you.

Each party may receive confidential information of the other in connection with the Service, including, on our side, non-public information about the Service, and, on your side, Customer Data and non-public business information. The receiving party will use the disclosing party's confidential information only to perform under these Terms, protect it with at least reasonable care, and not disclose it to third parties except to employees, advisers and subcontractors bound by confidentiality who need it for that purpose. These obligations do not apply to information that is public through no fault of the receiver, already lawfully known, independently developed, or required to be disclosed by law. These obligations continue for as long as the information remains confidential.

Where we process personal data contained in Customer Data on your behalf, we do so as your processor under our Data Processing Addendum, which is incorporated into these Terms. Our current sub-processor categories are described in Annex 3 of that addendum, and we will provide notice of changes as described there. For personal data we process as a controller, such as your account, billing and marketing data, our Privacy Policy applies. We maintain appropriate technical and organisational security measures for the Service, and our primary infrastructure and databases are hosted in the United Kingdom or the European Economic Area. Where sub-processors process data in other countries, transfers are subject to the safeguards described in the Data Processing Addendum. We will notify you without undue delay of a personal data breach affecting your data, as required by law.

You can export your data at any time during your subscription using the export features of the Service and, on eligible Plans, the API. The exportable categories are Customer Data, project and account configurations, and customer-specific reports and metrics then available for export. Internal operational and security data, and data or assets protected by our or a third party's intellectual property rights or trade secrets, are excluded. On request, we will assist with a reasonable migration to another provider or to infrastructure you operate. Data will be provided in commonly used, machine-readable formats. We will keep exportable data available for retrieval for at least 30 days after a transition and will then delete it in accordance with the Data Processing Addendum.

We may suspend your access to all or part of the Service, after notice where practicable, if: (a) an invoice remains unpaid after a reminder and a reasonable grace period; (b) your use presents a security risk to the Service or others, or materially breaches Section 17; (c) suspension is required by law or by a data source or platform we depend on; or (d) continued provision would cause us or a third party material harm. We will lift the suspension promptly once the cause is resolved. Suspension does not relieve you of your payment obligations for the affected period, and we are not liable for damages caused by a justified suspension.

These Terms apply while you have an account or an active Order. Either party may terminate the subscription for cause if the other materially breaches these Terms and does not cure the breach within 30 days of written notice, or immediately if the breach cannot be cured. If you terminate for our uncured material breach, we will refund any prepaid fees for the period after the effective date of termination. We may also terminate immediately in cases of unlawful use, serious abuse or insolvency, to the extent permitted by law. If we discontinue the Service entirely, we will refund any prepaid fees for the period after the effective date, as your exclusive remedy. Upon termination or expiry, your access ends. You should export your data beforehand, and for 30 days after termination we will, on request, make a reasonable export of your Customer Data and reports available. We will then delete Customer Data within 90 days after termination, except for backups that are overwritten in the normal cycle and data we must keep by law. Sections intended to survive, including payment obligations, licences to exported data, confidentiality, liability and governing law, survive termination.

We aim to keep the Service available at all times, but we do not promise uninterrupted or error-free operation. We may perform maintenance, and will use reasonable efforts to schedule material planned maintenance outside peak hours and to give advance notice. Support is provided through our in-app help and email channels with commercially reasonable response times. Specific service levels, support tiers or service credits apply only if agreed in an Order.

We continuously improve the Service and may add, change or remove features. We will not materially reduce the core functionality of your Plan during a paid period without providing a reasonable alternative or the remedy in Section 26. Changes driven by third-party AI platforms are governed by Section 12; if such a change removes a capability material to your use and no reasonable alternative exists, you may terminate the affected subscription and receive a pro-rata refund of prepaid fees, as your exclusive remedy. We may also update these Terms. If a change is material, we will notify you by email or in the app at least 30 days before it takes effect. If you do not agree, you may terminate your subscription before the change takes effect and receive a pro-rata refund of prepaid fees for the period after termination. Non-material changes take effect when posted. If you have an Order, changes that would materially reduce your rights apply from your next renewal, unless required by law. We keep previous versions of these Terms and will provide them on request.

We warrant that we will provide the Service with reasonable skill and care. Except as expressly stated in these Terms, the Service, Platform Data and Output are provided as is and as available, and we disclaim all other warranties, express or implied, including satisfactory quality, fitness for a particular purpose and non-infringement, to the maximum extent permitted by law. Without limiting Section 10, we do not warrant that data, metrics or Output are accurate, complete or fit for any specific decision, and you are responsible for independently evaluating them before acting on them.

We will defend you against third-party claims alleging that the Service, when used as permitted under these Terms, infringes that third party's intellectual property rights, and we will pay the resulting damages finally awarded or agreed in settlement. If such a claim arises or is likely, we may modify or replace the affected part of the Service or, if that is not reasonably possible, terminate the affected subscription and refund prepaid fees for the unused period. We have no obligation for claims arising from Customer Data, from Output or third-party content reflected in Platform Data, from combinations with items not provided by us, or from use in breach of these Terms. This section states your exclusive remedy for third-party infringement claims. You will defend and indemnify us against third-party claims arising from Customer Data, your use of the Service or of Platform Data or Output in breach of these Terms or applicable law, or claims by your clients or viewers under Section 18. The indemnified party must give prompt notice, reasonable cooperation and control of the defence to the indemnifying party.

Neither party is liable for indirect or consequential damages, including lost profits, lost revenue, lost business opportunities, loss of goodwill or loss of data, to the extent permitted by law. Except for the excluded claims below, each party's total aggregate liability arising out of or related to these Terms is limited to the fees paid or payable by you for the Service in the 12 months before the event giving rise to liability. For free trials, beta features and free tools, our total liability is limited to GBP 100. These limits do not apply to: (a) your payment obligations; (b) your indemnification obligations under Section 30; (c) damages caused by wilful misconduct or gross negligence; or (d) any liability that cannot be excluded or limited under applicable law, including death or personal injury caused by negligence, and fraud. Our indemnification obligations under Section 30 are subject to a separate aggregate cap of two times the general cap.

Neither party is responsible for a failure or delay caused by events beyond its reasonable control, such as outages of utilities or networks, acts of government, labour disputes, epidemics, or failures of third-party platforms outside our contractual control, provided the affected party uses reasonable efforts to mitigate. Payment obligations for services already provided are not excused.

We may identify you as a customer and use your name and logo in customer lists and marketing materials, in a factual and appropriate manner consistent with your brand guidelines if you share them. You can opt out or withdraw permission at any time by emailing hello@ascendllm.co.uk, and we will stop new uses within a reasonable period.

You may not assign these Terms without our prior written consent, which we will not unreasonably withhold, except to an affiliate or in connection with a merger or sale of your business, with notice to us. We may assign these Terms to an affiliate or in connection with a merger, acquisition or sale of assets. We may use subcontractors and sub-processors, and we remain responsible for their performance.

We send notices to the email addresses of your account owner and billing contacts, and through the Service; keep them current. Legal notices to us go to hello@ascendllm.co.uk or to Serendipity Int Ltd, Causeway House, 13 The Causeway, Teddington, TW11 0JR, United Kingdom. Notices are deemed received on the business day after sending, for email, or upon delivery, for post.

These Terms, the Policies and any Order form the entire agreement between us regarding the Service and replace all prior discussions. Purchase terms in your purchase orders or vendor forms do not apply, even if we process such documents for convenience. If a provision is found unenforceable, the rest remains in effect, and the provision will be enforced to the maximum extent permitted. A failure to enforce a right is not a waiver. The parties are independent contractors. No person other than a party to these Terms has any right to enforce them under the Contracts (Rights of Third Parties) Act 1999. You will comply with applicable export control and sanctions laws and confirm you are not subject to sanctions that prohibit us from providing the Service. These Terms are drafted in English; if we provide translations, the English version prevails.

These Terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these Terms is subject to the exclusive jurisdiction of the courts of England and Wales, except that either party may seek interim or injunctive relief in any competent court. Mandatory rights under laws that apply to you notwithstanding a choice of law remain unaffected.

Serendipity Int Ltd (trading as ascend LLM) Registered in England and Wales Registered office: Causeway House, 13 The Causeway, Teddington, TW11 0JR, United Kingdom Email: hello@ascendllm.co.uk Website: https://ascendllm.co.uk