Terms of Service

1. The Service

Snapback ingests execution traces from AI agents and automated systems, analyses them, and returns structured diagnostic "verdicts" describing likely failure causes and suggested fixes, together with related features such as cost analysis, a pattern library, delivery integrations, and an API and Model Context Protocol (MCP) interface.

The Service is provided on a software-as-a-service basis. We may update, improve, or modify features over time. Diagnostic outputs are informational and probabilistic; they are provided to assist you and are not guaranteed to be accurate, complete, or fit for any particular purpose.

2. Accounts and eligibility

By creating an account or using the Service, you represent and warrant that you are at least 18 years old and have the capacity to form a binding contract. We do not verify age, and we rely on this representation. You are responsible for maintaining the confidentiality of your account credentials and ingest tokens, and for all activity that occurs under your account.

Automated agents. You may access the Service through automated agents, applications, scripts, or other software ("Agents"), including where an Agent creates an account, submits traces, or otherwise uses the Service on your behalf. If you do, you represent that you are authorised to bind yourself (and any person or organisation you act for) to these Terms, that you meet the eligibility requirements above, and that you are responsible for all activity initiated by any Agent you deploy, connect, or operate — as if you had performed that activity yourself. You must not use an Agent to let a person who is not eligible use the Service.

You must provide accurate account information and keep it up to date. Notify us promptly of any unauthorised use of your account.

3. Plans, fees, and payment

The Service is offered on free and paid subscription plans. Paid plans are billed in advance on a recurring basis (monthly or as otherwise stated at checkout) through our third-party payment processor, Stripe. By subscribing, you authorise us and Stripe to charge your payment method for the applicable fees, including recurring charges and any usage-based overage fees described on our pricing page.

Fees are stated in the currency shown at checkout and are exclusive of taxes unless stated otherwise; you are responsible for applicable taxes. We may change our fees on prospective renewal by giving reasonable notice.

Your subscription renews automatically at the end of each billing period unless you cancel before the renewal date. You can cancel at any time from your account settings; cancellation takes effect at the end of the current billing period.

4. Refunds and cancellation

Except where required by applicable law (including the Australian Consumer Law) or expressly stated otherwise, fees are non-refundable and there are no refunds or credits for partial billing periods, unused Service, or downgrades. If you are entitled to a remedy under mandatory consumer law, nothing in these Terms limits that right.

Upon cancellation, your access to paid features continues until the end of the paid period, after which your plan reverts to the free tier or the account may be closed.

5. Acceptable use

You must use the Service only for lawful purposes and in accordance with our Acceptable Use Policy, which is incorporated into these Terms. You must not misuse the Service, attempt to gain unauthorised access, interfere with its operation, or use it to violate the rights of others.

You are responsible for the data you submit. You must not submit data you are not authorised to share, and you should avoid submitting unnecessary personal or sensitive information in traces. The Service applies automated redaction, but you remain responsible for the content you send.

6. Your data and our data

You retain ownership of the trace data and content you submit ("Customer Data"). You grant us a licence to host, process, and analyse Customer Data solely to provide and improve the Service, subject to our Privacy Policy.

Aggregated, de-identified failure patterns derived from processing may be used to maintain and improve our shared diagnostic pattern library. Such derived data does not identify you or your end users and is not Customer Data. We describe our handling of personal information in the Privacy Policy.

7. Intellectual property

The Service, including its software, models, pattern library, and content (excluding Customer Data), is owned by RA1 Labs and its licensors and is protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable right to use the Service in accordance with these Terms.

8. Third-party services

The Service integrates with third-party services (for example, payment processing via Stripe and delivery integrations such as Slack and Telegram). Your use of those services is governed by their own terms, and we are not responsible for third-party services.

The Service is an automated AI diagnostic system. Where the EU AI Act or similar laws apply to you or your end users, you acknowledge that interacting with the Service means interacting with an AI system, and you are responsible for giving your own end users any notice those laws require.

9. Disclaimers

To the maximum extent permitted by law, the Service is provided "as is" and "as available" without warranties of any kind, whether express or implied. We do not warrant that diagnostic outputs are accurate or complete, or that the Service will be uninterrupted or error-free. Nothing in these Terms excludes, restricts, or modifies any guarantee, right, or remedy you have under the Australian Consumer Law or other law that cannot lawfully be excluded.

The Service produces diagnoses, root-cause analyses, fix suggestions, and other outputs that are informational and advisory only. You are solely responsible for reviewing, validating, and independently verifying any output before you or any AI agent, automation, or system you operate acts on it — particularly for actions that move funds, transfer or delete data, execute transactions, or are otherwise irreversible or high-consequence. You are responsible for the actions taken by any Agent you deploy or connect, including any action taken in reliance on the Service's output. Snapback does not execute actions on your behalf and does not review or approve what your Agent does with an output.

10. Limitation of liability

To the maximum extent permitted by law, RA1 Labs will not be liable for any indirect, incidental, special, consequential, or exemplary damages, or for loss of profits, revenue, data, or goodwill, arising out of or relating to your use of the Service. Where liability cannot be excluded but can be limited, our total aggregate liability is limited to the amount you paid us for the Service in the twelve months preceding the claim.

11. Indemnity

You agree to indemnify RA1 Labs against claims, losses, and expenses arising from your breach of these Terms, your misuse of the Service, or Customer Data you submit in breach of these Terms or law.

12. Suspension and termination

We may suspend or terminate your access if you breach these Terms, if required by law, or to protect the Service or other users. You may stop using the Service and close your account at any time.

13. Changes to these Terms

We may update these Terms from time to time. We will post the updated Terms with a revised effective date and, where the changes are material, provide reasonable notice. Continued use of the Service after changes take effect constitutes acceptance.

14. Governing law

These Terms are governed by the laws of Victoria, Australia, and the courts of that jurisdiction have non-exclusive jurisdiction, without limiting any mandatory consumer protections available to you in your place of residence.

15. Contact

Questions about these Terms can be sent to [email protected].