Terms of Service

Effective date: 7 October 2026

These Terms are the contract between Pinnacle Crest Ltd, trading as multivoce, and everyone who uses multivoce. They make customers responsible for their sessions, speakers and audiences, and limit our liability to the maximum extent the law allows.

1. About these Terms

1.1 multivoce is a trading name of Pinnacle Crest Ltd, a company registered in England and Wales under number 15996434, whose registered office is at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ ("multivoce", "we", "us", "our").

1.2 These Terms apply to you if you create an account, buy a plan, install or activate the Desktop App, or join a session as a Viewer. By doing any of these, or by clicking to accept, you agree to these Terms. If you do not agree, do not use the Service.

1.3 If you accept for an organisation, you confirm that you are authorised to bind it. "You" then means that organisation.

1.4 The contract consists of, in this order of priority: (a) any separate written agreement signed by both parties, such as an Enterprise agreement; (b) the Data Processing Agreement, for the processing of personal data; (c) these Terms; (d) the Acceptable Use Policy; and (e) the plan, prices and limits shown when you order. Our Privacy Policy explains how we handle personal data and is not part of the contract.

1.5 A "Consumer" is an individual acting for purposes outside their trade, business, craft or profession. Clauses marked as applying to Consumers apply only to them. Nothing in these Terms limits rights a Consumer has under mandatory law.

2. Definitions

3. Eligibility

3.1 To hold an Account you must be at least 18 years old and able to enter into a binding contract.

3.2 Viewers under 16, or under the age of digital consent in their country if different, may use the viewer only with the permission of a parent or guardian, or as arranged by the organiser of the Session.

3.3 You must not use the Service if you are subject to EU, UK, UN or US sanctions, or are located in a country or region subject to comprehensive sanctions.

3.4 The Service is offered only to organisations and individuals based in the United Kingdom, and you must be based in the UK to hold an Account. We do not offer the Service in the European Union.

4. Accounts, Operators and Licence Keys

4.1 You must give accurate account information and keep it up to date. You must keep passwords, Licence Keys and activation details confidential.

4.2 You are responsible for everything done through your Account, your Licence Keys and your join codes, and for the acts and omissions of your Operators as if they were your own. Tell us at once at [email protected] if you suspect unauthorised use.

4.3 Each Licence Key activates the Desktop App on one device. Your Plan sets how many Licence Keys and simultaneous live Sessions you may have. We may deactivate a Licence Key that is misused, shared beyond your Plan or compromised.

4.4 Anyone who has a Session's join code or your organisation code, and the PIN if you set one, can join that Session. You decide who receives those codes. We are not responsible for people who join using codes that you, your Operators or your audience shared. Use a PIN for any Session that must stay private.

5. The Service

5.1 The Service captures live audio from the Customer's audio source and delivers captions, translations and optional voice to Viewers' browsers. "Standard voice" is produced by each Viewer's own device. "Premium voice" is charged by usage.

5.2 You need a Mac with Apple silicon, a stable internet connection, a compatible audio source and an up-to-date browser for Viewers. You are responsible for your equipment, venue, network, audio setup and the audio channels you select.

5.3 On first launch, the Desktop App downloads components it needs, which can take several gigabytes. It checks for updates each time it starts.

5.4 We may change, add or remove features, languages, voices, limits and providers at any time. For paid Plans we will give at least 30 days' notice of a change that materially reduces the core functionality you pay for, unless the change is needed for security, legal or provider reasons. Consumers may end their Subscription without cost if such a change negatively affects them in more than a minor way.

5.5 Features labelled beta, preview or experimental are provided as they are, may change or stop at any time, and are excluded from any commitment in these Terms.

5.6 Third-Party Services are governed by their own terms and privacy policies. We are not responsible for them, including for how a Viewer's browser produces standard voice.

6. AI Output

6.1 Output is produced automatically by machine-learning systems for speech recognition, machine translation and speech synthesis, without human review. Output can be wrong, incomplete, delayed, out of order, missing or offensive. It can misrecognise names and terms, change meaning, and shift gender or terminology between sentences. When a translation fails, Viewers may see the original language instead.

6.2 Output is not professional interpretation, certified translation, a verbatim record or advice of any kind. You must decide whether Output is suitable for your purpose and check it before relying on it. The Acceptable Use Policy lists situations where the Service must not be relied on alone.

6.3 Languages, voices and timing vary. Latency, accuracy and availability figures in our marketing are typical results, not commitments. Premium voice is available in a limited set of languages. Standard voice depends on what each Viewer's device supports.

6.4 You must tell your audience that captions, translations and voices are generated by artificial intelligence, and you must not remove or obscure any label we add saying so. Synthesised voices are generic and do not imitate any real person.

7. Your responsibilities toward speakers and audiences

7.1 For personal data in Customer Content and about your Viewers, you are the controller and we are your processor, as set out in the Data Processing Agreement. You are responsible for having a lawful basis for that processing.

7.2 Before each Session you must:

  1. inform speakers and the audience, through notices, signage, announcements or your own privacy notice, that speech will be captured, transcribed, translated, transmitted to Viewers and stored;
  2. obtain any consent the law requires, including from speakers and performers;
  3. where a Session may reveal special category data, such as religious beliefs, health information or political opinions, meet a condition under Article 9 of the UK GDPR;
  4. take any additional steps the law requires where children speak or attend;
  5. hold all rights needed to capture, translate and share the content of the Session, including music, readings and third-party speakers.

7.3 You are responsible for answering requests from speakers, Viewers and others to exercise their data protection rights about your Sessions. We will help as set out in the Data Processing Agreement.

7.4 The Service is not an archive. You are responsible for exporting and keeping copies of any transcripts, translations or other Customer Content you need.

8. Plans, Fees and payment

8.1 Fees, allowances and limits are those shown on our pricing page, or in the dashboard or Desktop App, when you order or enable a feature. Fees are in pounds sterling unless stated otherwise.

8.2 Subscription Fees are charged monthly in advance. Overage and premium voice usage are charged in arrears. Payment is processed by our payment provider on its own hosted pages. You authorise us to charge your payment method for all Fees when due.

8.3 Paid Plans renew automatically each month until cancelled.

8.4 Usage is measured by our systems. Cloud minutes are measured on audio streamed to our servers. Premium voice is measured per language for the time it is active during a live Session, plus a short grace period. Our records are conclusive unless they contain an obvious error.

8.5 Overage and premium voice are charged at the rates published on our pricing page or shown in the product before you enable them. We may set limits on unbilled usage, and stop or wind down a Session when a limit or allowance is reached.

8.6 On free and entry Plans, Sessions end when the allowance is used up. We may refuse new Viewers once the Viewer limit of your Plan is reached. We may end a Session that has received no audio for 2 hours.

8.7 Upgrades take effect immediately and are charged pro rata for the rest of the billing period. Downgrades take effect at the end of the current billing period. If a downgrade leaves you above a new limit, existing Licence Keys may keep working but no new ones can be activated.

8.8 You may cancel at any time in the billing portal. Cancellation takes effect at the end of the current billing period. Fees already paid are not refunded, including for unused time, allowances or Usage, except where these Terms or mandatory law require otherwise.

8.9 Fees exclude VAT and other taxes, which you must pay in addition, unless we state that a price includes them. For Consumers, displayed prices include VAT where the law requires.

8.10 If a payment fails, we may suspend paid features, move you to the free Plan or terminate the Account after giving you at least 7 days' notice. For business customers, overdue amounts carry interest at the statutory rate for late payment in commercial transactions.

8.11 We may change Fees with at least 30 days' notice before your next billing period. You may cancel before the change takes effect. We may change or withdraw the free Plan and its limits at any time.

8.12 Business customers must raise any dispute about a charge within 30 days of the invoice date. After that, the invoice is treated as accepted.

9. Consumers: right of withdrawal

9.1 If you are a Consumer, you may withdraw from a paid Subscription within 14 days of entering into it, without giving a reason, by sending a clear statement to [email protected]. You may use this wording: "I withdraw from my contract for the multivoce [Plan name] subscription, ordered on [date]. Name, account email, date."

9.2 If you ask us to start the paid service during the withdrawal period, you must pay a proportionate amount for what we provided up to the time you withdraw.

9.3 We refund the remaining amount within 14 days of receiving your withdrawal, using the payment method you used, without fees.

10. Intellectual property

10.1 We and our licensors own the Service, the Desktop App, its documentation and the multivoce name and brand, and all intellectual property rights in them. We grant no rights other than those these Terms expressly grant.

10.2 Subject to these Terms and payment of any Fees, we grant you a limited, non-exclusive, non-transferable, non-sublicensable and revocable licence, for as long as your Account exists, to install and use the Desktop App on devices activated with your Licence Keys. Use must be for your own organisation's purposes or, for Consumers, personal purposes. The licence ends automatically when your Account ends.

10.3 The Desktop App includes, and may download, open-source components licensed under their own terms. Those licences govern those components, and nothing in these Terms limits the rights they give you.

10.4 You keep all rights in Customer Content. You grant us and our sub-processors a worldwide, non-exclusive, royalty-free licence to host, copy, transmit, transcribe, translate, synthesise, display and distribute Customer Content to your Viewers. This licence lasts for as long as your Account exists and for any period needed to delete the content. We use it only to provide, secure and support the Service, to follow your instructions and to comply with the law.

10.5 As between you and us, any rights in Output generated from your Customer Content belong to you. We give no assurance that Output is protected by any intellectual property right or that it does not infringe anyone else's rights. Similar Output may be generated for other customers.

10.6 We do not use Customer Content or Output to train or improve machine-learning models, and we require our sub-processors not to do so.

10.7 You allow us to show your organisation's name and logo to your Viewers, including on the waiting screen for your organisation code.

10.8 We may collect and use technical and usage data about the Service, such as metering, performance and error data, to operate, secure, bill and improve it. We may use aggregated data that identifies neither you nor any individual for any purpose.

10.9 If you give us feedback or suggestions, we may use them freely and without any obligation to you.

11. Availability and support

11.1 We aim to keep the Service available, but we do not promise that it will be uninterrupted, timely, secure or free of errors. Unless a signed Enterprise agreement says otherwise, we give no commitment on service levels, uptime or response times.

11.2 The Service depends on internet connections and on third-party infrastructure, including cloud hosting, speech recognition, content delivery and payment providers. Their outages, capacity limits or changes can interrupt it. Capacity is shared across customers, and we may limit simultaneous Sessions or streams across the platform.

11.3 We may suspend the Service temporarily for maintenance, updates, security or emergencies. Where reasonably possible, we give advance notice of planned maintenance.

11.4 Support is provided by email at [email protected], on a reasonable-efforts basis.

11.5 We release updates to the Desktop App. Some updates may be required to keep using the Service, and older versions may stop working.

12. Data protection

12.1 Our Privacy Policy explains how we process personal data as a controller, for example to run accounts, take payment and keep the Service secure.

12.2 Where we process personal data on your behalf, including in Customer Content and in Viewer statistics, we act as your processor under the Data Processing Agreement. The Data Processing Agreement forms part of these Terms, and you accept it by accepting these Terms.

12.3 For Viewers, we act as a controller only for the limited data we use to protect the Service against abuse, such as the device cookie and the IP address used to limit join attempts.

13. Confidentiality

13.1 Each party will keep the other's Confidential Information confidential, use it only to perform these Terms, and disclose it only to staff, contractors and professional advisers who need to know it and are bound by confidentiality. "Confidential Information" means non-public information that is marked as confidential or that a reasonable person would understand to be confidential. Customer Content is protected by the Data Processing Agreement instead of this clause.

13.2 This clause does not cover information that is or becomes public without breach of these Terms, was already known to the receiving party, is independently developed, or is received lawfully from a third party without restriction.

13.3 A party may disclose Confidential Information where the law, a court or a regulator requires it. Where lawful, it will first tell the other party.

13.4 These obligations continue for 3 years after the Account ends, and for as long as the information remains a trade secret.

14. Suspension

14.1 We may suspend all or part of your Account, any Licence Key or any Session, with immediate effect where reasonably necessary, if:

  1. you breach these Terms or the Acceptable Use Policy;
  2. Fees remain unpaid after the notice in clause 8.10;
  3. your use creates a security, integrity or legal risk for us, the Service, other users or third parties;
  4. the law, a court or an authority requires it; or
  5. we reasonably suspect fraud or abuse of the free Plan.

14.2 Where reasonable, we will tell you in advance and lift the suspension once the cause is resolved. Fees continue to accrue during a suspension that you caused.

15. Term and termination

15.1 These Terms apply from the moment you accept them until your Account is closed. Paid Subscriptions run month to month.

15.2 You may close your Account at any time by cancelling your Subscription and asking us to close it at [email protected].

15.3 We may terminate your Account:

  1. for any reason, with 30 days' notice, refunding any prepaid Fees for the period after termination;
  2. if you materially breach these Terms and do not remedy the breach within 14 days of notice, or immediately if the breach cannot be remedied or is a serious breach of the Acceptable Use Policy;
  3. immediately, for business customers, if you become insolvent, enter an insolvency procedure or stop trading;
  4. immediately, if the law requires it; or
  5. with 30 days' notice, if a free Account has not been used for 12 months.

15.4 When your Account ends, all rights and licences end and your Licence Keys stop working. Unpaid Fees become due immediately. For 30 days after the Account ends you may ask us for an export of your Customer Content. After that we delete it as set out in the Data Processing Agreement, unless the law requires us to keep it.

15.5 Clauses that by their nature are meant to continue survive the end of your Account, including clauses 6, 7, 8 (for amounts owed), 10, 13, 16, 17, 18, 21 and 22.

16. Warranties and disclaimers

16.1 Each party confirms that it has the power and authority to enter into these Terms.

16.2 You warrant that you have the notices, consents, rights and lawful bases described in clause 7, that Customer Content and your use of the Service comply with the law and the Acceptable Use Policy, and that the information you give us is accurate.

16.3 To the maximum extent permitted by law, the Service, the Desktop App and all Output are provided "as is" and "as available". We exclude all warranties, conditions and terms not expressly set out in these Terms, whether express, implied or statutory. This includes any warranty of satisfactory quality, merchantability, fitness for a particular purpose, accuracy, non-infringement, uninterrupted or error-free operation, security or compatibility.

16.4 In particular, we do not warrant that Output will be accurate, complete or suitable for any purpose, that any language, voice or feature will remain available, or that the Service will work with your equipment, venue or networks.

16.5 Free Plans and Viewer access are provided free of charge and entirely as they are.

16.6 If you are a Consumer, you have statutory rights for digital content and digital services, including that they conform to the contract. Nothing in this clause affects those rights.

17. Limitation of liability

17.1 Nothing in these Terms limits or excludes liability for:

  1. death or personal injury caused by negligence;
  2. fraud or fraudulent misrepresentation;
  3. damage caused intentionally, or by gross negligence where the applicable law does not allow that liability to be limited;
  4. liability under product liability law; or
  5. any other liability that cannot be limited or excluded under the applicable law, including a Consumer's mandatory rights.

17.2 Subject to clause 17.1, we are not liable, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any:

  1. loss of profit, revenue, business, contracts, anticipated savings, goodwill or reputation;
  2. loss or corruption of data or content, except the reasonable cost of restoring it from a backup we hold, if one exists;
  3. indirect, consequential or special loss;
  4. loss arising from errors, omissions, delays or any other characteristic of Output, or from anyone's reliance on Output;
  5. loss arising from Customer Content, or from your failure to meet your obligations under clause 7;
  6. loss caused by Third-Party Services, internet or network failures, or your equipment, venue or network;
  7. loss caused by anyone using your credentials, Licence Keys, join codes or organisation codes; or
  8. loss arising from interruption, suspension or unavailability of the Service.

17.3 Subject to clause 17.1, our total aggregate liability for all claims arising out of or in connection with these Terms, the Data Processing Agreement and the Service is limited to the greater of: (a) the Fees you paid us in the 12 months before the event giving rise to the first claim; and (b) £100.

17.4 Where the applicable law does not allow liability for slight negligence in breach of an essential contractual obligation to be excluded, our liability for such a breach is limited to the damage that was typical and foreseeable when the contract was made, and remains subject to clause 17.3. An essential contractual obligation is one whose fulfilment makes proper performance of the contract possible and on which the other party regularly relies.

17.5 If you are a Consumer, we are responsible for loss you suffer that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable when the contract was made. Because the Service is provided to Consumers for private use only, we are not liable to Consumers for loss of profit, business or business opportunity.

17.6 Each party's liability to the other under the Data Processing Agreement and Data Protection Law is subject to this clause 17. This does not limit any data subject's rights under Article 82 of the UK GDPR. Where one party pays compensation or a fine for processing for which the other party is responsible, the responsible party reimburses it in proportion to its responsibility, to the extent the law allows.

17.7 Business customers must bring any claim within 12 months after they became aware, or should reasonably have become aware, of the facts giving rise to it. After that the claim lapses, except where the law does not allow such a time limit.

17.8 Our liability is reduced to the extent that you or your Operators caused or contributed to the loss.

17.9 The exclusions and limits in this clause also protect our officers, employees, contractors and sub-processors, who may rely on them.

18. Indemnity

18.1 You will indemnify and hold harmless us, our officers, employees, contractors and sub-processors against all claims, demands, proceedings, losses, damages, fines and penalties (where an indemnity for them is lawful), costs and expenses, including reasonable legal fees, arising out of or in connection with:

  1. Customer Content;
  2. your or your Operators' breach of these Terms, the Acceptable Use Policy, the Data Processing Agreement or the law;
  3. your failure to inform speakers or audiences, obtain consents, hold rights or have a lawful basis as clause 7 requires;
  4. any claim by a speaker, Viewer, rights holder or authority relating to your Sessions; or
  5. any use of, or reliance on, Output from your Sessions.

18.2 We will tell you promptly about a claim covered by clause 18.1 and give reasonable cooperation at your cost. We may choose to conduct the defence ourselves at your cost, or let you conduct it with counsel reasonably acceptable to us. You must not settle a claim in a way that imposes an obligation on us or admits fault on our behalf without our written consent.

18.3 For Consumers, this indemnity applies only to loss caused by their breach of these Terms or the law, and only as far as the law allows.

19. Events outside our control

19.1 We are not in breach of these Terms, and not liable, for any failure or delay caused by events beyond our reasonable control. These include failures or limits of internet, telecommunications, cloud hosting, speech recognition, content delivery or payment providers; power failures; cyberattacks; acts of government; war; terrorism; civil unrest; epidemics; natural disasters; and industrial action.

19.2 If such an event prevents us from providing the Service for more than 30 days, either party may end the affected Subscription by notice, and we will refund prepaid Fees for the period after it ends.

20. Changes to these Terms

20.1 We may change these Terms, for example to reflect changes to the Service, our providers or the law. We will give at least 30 days' notice of material changes by email or in the Service, unless the law, security or the prevention of abuse requires a change sooner.

20.2 If you do not agree to a change, you may cancel your Subscription before it takes effect. If you are a Consumer, we refund prepaid Fees for the period after cancellation. If you keep using the Service after a change takes effect, you accept the change.

20.3 We may update the Acceptable Use Policy, Privacy Policy, Cookie and Device Storage Policy and sub-processor list as each of them describes.

21. Governing law and disputes

21.1 These Terms, and any non-contractual obligations arising from them, are governed by the law of England and Wales, excluding its conflict-of-laws rules and the UN Convention on Contracts for the International Sale of Goods.

21.2 For business customers, the courts of England and Wales have exclusive jurisdiction. We may also bring proceedings to recover Fees or protect our intellectual property in the courts of the country where you are established.

21.3 If you are a Consumer, this choice of law does not take away the protection of the mandatory law of the country where you habitually live. You may bring proceedings in the courts of that country or in England and Wales.

21.4 Before starting proceedings, the parties will try in good faith to resolve a dispute for 30 days after one of them gives written notice describing it. This does not prevent either party from seeking urgent interim relief.

21.5 We are not obliged, and not willing, to take part in dispute resolution proceedings before a consumer arbitration board.

22. General

22.1 You may not assign or transfer your rights or obligations under these Terms without our written consent. We may assign or transfer ours to an affiliate or to a successor in a merger, acquisition, reorganisation or sale of assets, and will tell you if we do.

22.2 We may use subcontractors and sub-processors. We remain responsible for our sub-processors as the Data Processing Agreement sets out.

22.3 We send notices to the email address of the Account owner or through the Service. You send notices to [email protected] or by post to 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. An email notice is received when sent, unless the sender receives an error message.

22.4 For business customers, the documents listed in clause 1.4 are the entire agreement about their subject matter. They replace any earlier agreement, proposal, marketing material or statement, and neither party relies on any statement not set out in them. This does not limit liability for fraud.

22.5 If a court finds any part of these Terms invalid or unenforceable, the rest remains in force. Where the law allows, the invalid part is replaced by a valid provision that comes closest to its purpose.

22.6 A delay or failure to exercise a right is not a waiver of it.

22.7 No one other than the parties may enforce these Terms, except the persons protected by clauses 17.9 and 18.1.

22.8 The parties are independent contractors. Nothing in these Terms creates a partnership, agency or employment relationship.

22.9 You must comply with all export control and sanctions laws that apply to your use of the Service.

22.10 These Terms are written in English. If we provide a translation, the English version prevails to the extent the law allows.

22.11 These Terms, the Data Processing Agreement and all notices may be concluded and given electronically, which satisfies any requirement that they be in writing.

23. Summary for Viewers

If you only join Sessions as a Viewer: the viewer is free to use. The organiser of the Session decides what is broadcast and is responsible for it. Captions, translations and voices are generated by AI and can be wrong. The viewer is provided as it is, and our liability to you is limited as clause 17 sets out. You can stop at any time by closing the page.

24. Contact

Pinnacle Crest Ltd, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Support: [email protected]. Privacy: [email protected].