Terms and Conditions

1. Who we are and what this covers

1.1 These Terms are between Uncloak Pte. Ltd. (UEN 202025126M, 160 Robinson Road #14‑04, Singapore 068914) ("Uncloak", "we") and the business that signs an Order Form or uses the Services ("Customer", "you").

1.2 The agreement between us is made of these documents (the "Agreement"): the Order Form, these Terms, the Data Processing Agreement ("DPA"), the Service Level Agreement ("SLA") and the Privacy Policy. The Terms and Privacy Policy are published at uncloak.co/legal. The DPA and SLA are provided with the Order Form.

1.3 If documents conflict, this order applies: (a) the Order Form, for seats, fees, payment, term and renewal; (b) the DPA, for personal data; (c) the SLA, for uptime and support; (d) these Terms.

1.4 The Services are for business use only. The person accepting these Terms confirms they can bind the Customer.

2. Definitions

• Platform: Uncloak's Twitch intelligence software, including Uncloak AI, Social Listening, Consumer Intelligence, Creator Discovery, campaign tracking, and reports, charts and tables.
• Services: the Platform, MCP Access, onboarding and support, and anything else listed in an Order Form.
• Seat: one named individual allowed to use the Services (an "Authorized User").
• AI Credits: units used by Uncloak AI and MCP requests. Each request uses credits based on its scope and complexity.
• MCP Access: access to the Services through the Model Context Protocol from compatible third party AI tools.
• Inputs: questions, prompts, keywords and other material you submit to the Services.
• Outputs: answers, reports, charts, tables and insights the Services generate for you.
• Twitch Data: publicly available data from the Twitch API, such as chat messages, channel, stream and game data.
• Subscription Term: the term stated in the Order Form, plus any renewals.

3. The Services

3.1 During the Subscription Term, we give you a non exclusive, non transferable right for your Authorized Users to use the Services for your internal business purposes and client work, as set out in these Terms and the Order Form.

3.2 The Team plan includes Platform access, 1,000 AI Credits per Seat per month, standard MCP Access, onboarding and standard support. API access, white label and custom credit packages are available only if an Order Form says so.

3.3 We improve the Services over time. We will not materially reduce the core features of your plan during your Subscription Term.

3.4 Trials and demos. Uncloak may, at its discretion, grant a free trial, pilot or demo account in writing, for the period it states. Free access is provided as is, without the SLA, warranties or indemnities. Uncloak may end it at any time. These Terms otherwise apply to them, including sections 7, 9 and 10. Uncloak's liability for free access is limited to USD 100.

3.5 Beta features. Features marked beta, preview or early access may change or be removed at any time. They are provided as is and are not covered by the SLA.

4. Accounts and Seats

4.1 Each Seat is for one named person. Logins may not be shared. You may move a Seat to a new person when someone leaves.

4.2 You are responsible for your Authorized Users, for keeping their credentials secure, and for all activity under your accounts. Tell us at once at support@uncloak.co about any unauthorized use.

4.3 You can add Seats at any time. Added Seats are charged pro rata to the end of the current Subscription Term and renew with it.

5. AI Credits

5.1 Your monthly AI Credits equal 1,000 times the number of Seats. They are shared across all your Authorized Users.

5.2 Credits reset on the first day of each calendar month. Unused monthly credits do not roll over.

5.3 You can buy additional credit packages at the price in your Order Form or our current price list. Additional credits last until the end of the current Subscription Term. They are used after your monthly credits.

5.4 The Platform shows your credit balance. When credits run out, AI features pause until the next reset or until you buy more. The rest of the Platform keeps working.

5.5 We may change how many credits a type of request uses, with 30 days notice. We will not reduce your monthly credit allowance during your Subscription Term.

5.6 Credits have no cash value. They cannot be refunded, sold or transferred.

6. AI models, MCP Access and third party AI tools

6.1 MCP Access lets you use the Services inside third party AI tools such as Claude, ChatGPT, Gemini or Copilot. Your use of those tools is governed by your own agreement with their provider.

6.2 When you connect a third party tool, Outputs you request are sent to that tool on your instruction. That provider is not our subprocessor, and we are not responsible for how it handles data.

6.3 MCP requests use AI Credits and are subject to these Terms, including section 10.

6.4 Uncloak AI runs on models from third party AI providers. We may change models or providers at any time to keep or improve quality. A change may alter how Outputs look or read.

6.5 Some AI providers set usage policies for their models. You agree not to use the Services in a way that breaks those policies. We will share them on request.

6.6 MCP connection tokens and API keys are credentials. Keep them secure. You are responsible for every request made with them, including requests made by AI agents or automations you set up.

7. AI Outputs

7.1 Outputs are generated by AI from aggregated Twitch Data. They may be incomplete or wrong. Review Outputs before you rely on them or share them.

7.2 Outputs are research insights, not professional, legal or financial advice. You are responsible for decisions you make with them.

7.3 Outputs can vary. The same Input may give different Outputs, and similar Inputs from different customers may give similar Outputs.

7.4 Outputs summarize what people say in Twitch chat. Chat often contains slang, sarcasm, profanity and offensive language, and Outputs may quote or reflect it. Uncloak does not endorse any view expressed in Twitch Data or Outputs.

7.5 Sentiment scores, volumes, rankings and other metrics are statistical estimates. They are based on the channels and messages Uncloak collects, which may not cover all of Twitch. Credit estimates, such as credits per report, are also estimates.

7.6 You are responsible for checking Outputs before you publish them, share them with clients, or act on them, including decisions about creators, brands or partners.

7.7 Do not use Outputs as the only basis for decisions with legal or similarly significant effects on individuals, such as hiring, credit or legal decisions. Do not use the Services for any purpose the EU AI Act prohibits or classifies as high risk.

7.8 Where the law requires it, you will disclose that content you share is AI generated.

8. Your Inputs and data

8.1 You own your Inputs. You give us the right to use them only to provide and support the Services for you.

8.2 We do not use your Inputs or Outputs to train AI models. We require our AI model providers not to train on them either.

8.3 To answer your requests, we send Inputs to AI model providers, as described in the DPA. They process Inputs only to generate the response.

8.4 Do not put sensitive personal data, or personal data about third parties, in your Inputs.

8.5 We may use aggregated, anonymized usage data to run and improve the Services. This data never identifies you or your users.

9. Ownership and use of Outputs

9.1 Uncloak and its licensors own the Platform, the software, the AI configuration, the processed data and all improvements. Feedback you give us may be used freely.

9.2 You may use Outputs in your internal materials and in deliverables for your own clients during and after your Subscription Term.

9.3 You may not: (a) sell or license Outputs or Twitch Data as a standalone data product; (b) present Outputs as your own proprietary data; (c) use Outputs to build a competing product.

10. Acceptable use

You and your Authorized Users must not:

1. scrape, bulk export or download data outside normal use of the Services;
2. use the Services, Outputs or Twitch Data to train, fine tune, distill, evaluate or benchmark any AI model;
3. reverse engineer the Platform, or try to get around credit limits, rate limits or security;
4. try to jailbreak or manipulate Uncloak AI, or extract its prompts, instructions or configuration, including through prompt injection;
5. share logins, or resell or give access to anyone outside your organization;
6. try to identify, profile or contact individual Twitch users from the data;
7. use the Services or Outputs to create unlawful, defamatory or misleading content, or to harass anyone;
8. use the Services to break any law, including data protection, export control and sanctions laws;
9. upload malware or overload the Services;
10. use automated bots or scripts, except through MCP Access or API access we provide, and within the rate limits we set.

11. Twitch Data

11.1 We collect Twitch Data only through the public Twitch API, under Twitch's developer terms. The Platform shows chat messages without usernames and uses them mainly in aggregated form. Uncloak is not affiliated with or endorsed by Twitch.

11.2 The Services depend on Twitch. Twitch may change, limit, suspend or end API access, or change its terms (a "Twitch Change"). Uncloak does not control Twitch Changes.

11.3 If a Twitch Change happens, Uncloak may change, limit or suspend the affected features, and will tell you as soon as it can. A Twitch Change is not a breach of the Agreement or of the warranty in section 16.1, and Uncloak is not liable for its effects.

11.4 If a Twitch Change makes the Services materially unusable for more than 30 days, either party may terminate the Agreement by written notice. Uncloak will then refund the prepaid fees for the unused part of the Subscription Term. This refund is your only remedy for a Twitch Change.

11.5 We aim to exclude content that Twitch removes through moderation. There may be a short delay before removed content leaves the Services. We are not liable for content during that delay.

12. Fees and payment

12.1 Fees are set in the Order Form, in USD or EUR. Unless the Order Form says otherwise, fees are billed annually in advance and the full annual fee is invoiced on the start date.

12.2 Invoices are due within 15 days of the invoice date (Net 15). You can pay by bank transfer or by card through the Stripe link on the invoice. Stripe processes card payments. We never store card numbers.

12.3 Fees exclude taxes. You pay any GST, VAT, withholding or similar taxes, except taxes on our income. If you must withhold tax, you will increase the payment so we receive the full amount.

12.4 If you dispute an invoice in good faith, tell us in writing within 15 days of the invoice date and pay the undisputed part on time.

12.5 Overdue amounts carry interest of 1% per month, or the maximum the law allows if lower.

12.6 If any amount is more than 15 days overdue, we may suspend access after written notice. We restore access within 2 business days of full payment. Fees remain due during suspension.

12.7 Fees are non refundable except where these Terms say otherwise.

13. Term, renewal and cancellation

13.1 The Subscription Term starts on the start date in the Order Form and lasts 12 months unless the Order Form says otherwise.

13.2 It renews automatically for further 12 month periods unless either party gives written notice at least 30 days before the end of the current period. Email to the contacts in the Order Form is enough.

13.3 We may change fees for a renewal by telling you at least 60 days before the current period ends. Otherwise renewal fees stay the same.

13.4 You cannot cancel for convenience during a Subscription Term. If you stop renewal, you keep access until the end of the paid period.

14. Termination and suspension

14.1 Either party may terminate the Agreement by written notice if the other: (a) materially breaches it and does not fix the breach within 30 days of notice; or (b) becomes insolvent or enters bankruptcy, liquidation or a similar process.

14.2 We may suspend an Authorized User, or the account, at once if needed to stop a breach of section 10, a security threat, or to comply with law. We will tell you as soon as we can and restore access when the issue is solved.

14.3 If you terminate because of our uncured breach, we refund the prepaid fees for the unused part of the Subscription Term. If we terminate because of your breach, all fees for the Subscription Term become due.

14.4 When the Agreement ends, access ends. You can ask for an export of your reports within 30 days. After that we delete your data as set out in the DPA.

15. Service levels and support

We provide the Services under the SLA. SLA service credits are your only remedy for failing to meet uptime targets.

16. Warranties

16.1 We warrant that the Platform will perform materially as described in our documentation during the Subscription Term. If it does not, we will fix it. If we cannot within 30 days of your notice, you may terminate and receive a refund under section 14.3.

16.2 Each party warrants it has the authority to enter the Agreement.

16.3 Except as stated in these Terms and the SLA, the Services are provided "as is". We do not promise that they will be error free or uninterrupted, or that Outputs will be accurate or complete. We disclaim implied warranties of merchantability, fitness for a particular purpose and non infringement, to the extent the law allows.

17. Indemnities

17.1 We will defend you against any third party claim that the Platform infringes their intellectual property, and pay damages finally awarded or agreed in settlement. This does not apply to claims about the content of Outputs or Twitch Data, or claims caused by your Inputs, your changes, combination with products we did not supply, or use that breaks these Terms. If a claim arises, we may get you the right to continue, change the Platform, or terminate and refund prepaid fees for the unused term.

17.2 You will defend us against any third party claim caused by your Inputs or by your breach of section 10, and pay damages finally awarded or agreed in settlement.

17.3 The party seeking protection must give prompt notice, let the other party control the defense, and give reasonable help. No settlement may admit fault for the protected party without its consent.

18. Limitation of liability

18.1 Neither party is liable for indirect or consequential loss, or for loss of profits, revenue, goodwill or data.

18.2 Each party's total liability under the Agreement is limited to the fees paid or payable by you in the 12 months before the first claim.

18.3 These limits do not apply to: fees you owe; your breach of section 10; indemnities under section 17; breach of confidentiality; fraud or wilful misconduct; death or personal injury caused by negligence; or any liability the law does not allow to be limited.

19. Confidentiality

19.1 Each party will keep the other's non public information confidential and use it only for the Agreement. This includes pricing, Order Forms, Inputs, product plans and security details.

19.2 This does not cover information that is public, already known, received lawfully from someone else, or developed independently. Disclosure required by law is allowed with prompt notice where legal.

19.3 These duties last for the Agreement and 5 years after it ends.

20. Data protection

20.1 The DPA forms part of the Agreement and applies to personal data we process for you. It applies automatically. A signed copy is available on request.

20.2 Our Privacy Policy explains how we handle personal data as a controller.

21. Publicity

We will only use your name or logo in our marketing with your written consent.

22. Changes to these Terms

22.1 We may update these Terms. We will give at least 30 days notice by email or in the Platform.

22.2 For customers on an Order Form, changes apply from the next renewal. Changes required by law, or that only cover new features, may apply sooner.

23. General

23.1 Governing law. Singapore law governs the Agreement.

23.2 Disputes. The parties will first try to settle any dispute by negotiation for 30 days. Any dispute not settled will be resolved by arbitration at the Singapore International Arbitration Centre (SIAC) under its rules, by one arbitrator, in Singapore, in English. Either party may seek urgent injunctive relief from any competent court.

23.3 Assignment. You may not assign the Agreement without our written consent. We may assign it to an affiliate or to a successor in a merger or sale of our business.

23.4 Force majeure. Neither party is liable for delay caused by events outside its reasonable control, including outages at cloud, AI model or Twitch providers. This does not excuse payment.

23.5 Notices. Notices must be in writing. Email is enough: to you, at the address in the Order Form; to us, at florent@uncloak.co with a copy to support@uncloak.co.

23.6 Entire agreement. The Agreement is the whole agreement on its subject. Terms in your purchase orders do not apply. Amendments must be in writing and signed by both parties, except updates under section 22.

23.7 Other. If a clause is invalid, the rest still applies. Not enforcing a right is not a waiver. The parties are independent contractors. No third party has rights under the Agreement. Electronic signatures are valid.

23.8 Survival. Sections 7, 8, 9, 10, 12, 14.3, 14.4, 16.3 and 17 to 23 survive termination.

24. Contact

Uncloak Pte. Ltd., 160 Robinson Road #14‑04, Singapore 068914. Support: support@uncloak.co. Privacy: privacy@uncloak.co.