Terms of Service & Privacy Policy

This document constitutes a legally binding agreement between you (the "User," "Client," or "you") and Neuronetic Vision (the "Company," "we," "us," or "our"), a DPIIT-recognized startup registered in India.

By accessing or using our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service and Privacy Policy.

Our Services provide smart automated surveillance solutions that transform existing CCTV infrastructure into intelligent monitoring systems through cloud-based AI processing, delivering instant WhatsApp alerts and comprehensive analytics for retail, warehouse, housing societies, and other applications.

1. DEFINITIONS

• "Services" means all smart surveillance solutions, AI-powered video analytics, alert and notification systems, dashboard access, software clients, APIs, integrations, and related services provided by Neuronetic Vision through our platform, applications, and infrastructure.
• "User Data" means information you or your authorized users provide directly to the Services, such as account registration details, billing information, alert configuration settings, contact details, and communications with our support team.
• "Service Data" means data processed through the Services in the course of operation, including video-derived artifacts (such as short event-based snippets), RTSP stream content processed in real time, event and alert payloads, associated metadata, configuration data, and technical logs generated by or through the Services.
• "Usage Data" means technical and analytical information about how the Services are accessed and used, including performance metrics, feature utilization, diagnostic information, crash reports, and telemetry related to the Neuronetic Vision software and cloud infrastructure.
• "Derived Data" means data, statistics, models, parameters, embeddings, features, inferences, and other outputs or artefacts generated by or on behalf of the Company through the processing of User Data, Service Data, or Usage Data, in aggregated, anonymized, or otherwise de-identified form.
• "Third-Party Services" includes WhatsApp (Meta Platforms), Green API, cloud infrastructure providers, and any other external platforms or services integrated into or used by the Services.
• "Personal Data" or "Personal Information" means any information relating to an identified or identifiable natural person, as defined under applicable data protection laws.
• "Applicable Data Protection Laws" means the Digital Personal Data Protection Act, 2023 (India), the EU General Data Protection Regulation (GDPR), the UK GDPR, and any other data protection or privacy laws that apply to our processing of Personal Data in a particular context.

2. SERVICE DESCRIPTION AND SCOPE

2.1 Core Services

Neuronetic Vision provides:

• AI-powered video analytics for existing CCTV infrastructure
• Cloud-based processing and intelligent event detection (fire, intrusion, unusual activity, etc.)
• Instant alert delivery via WhatsApp and other configured channels
• Analytics dashboard with reporting and insights
• Event-based video snippet storage for alert verification and diagnostics

The availability and performance of the Services depend on multiple factors outside the Company's control, including the User's hardware, local network, power supply, and internet connectivity.

Alert delivery and dashboard access may be delayed, degraded, or unavailable due to such external factors, and the Company shall not be liable for delays or failures attributable to the User's environment.

2.2 Hardware Agnosticism

2.3 Third-Party Alert Delivery

CRITICAL NOTICE: Alerts are delivered via Third-Party Services, including but not limited to WhatsApp (operated by Meta Platforms Inc.) and Green API.

We do NOT guarantee:

• Delivery, timing, or receipt of any alert via Third-Party Services
• Continuous availability or performance of Third-Party Services
• That our WhatsApp bot, Green API integration, or any messaging integration will remain operational indefinitely
• Alert delivery during third-party service outages, account suspensions, API changes, or platform policy changes

In addition, alert delivery and notification timing may be affected by the User's own internet connectivity, device status, WhatsApp client behavior, and local network conditions. The Company is not responsible for delays, failures, or non-delivery of alerts caused by these factors.

If WhatsApp bans or restricts our business account, if Green API experiences downtime, or if any Third-Party Service becomes unavailable or changes its terms, we shall not be held liable for undelivered, delayed, or misrouted alerts. Users are strongly advised to maintain independent, alternative emergency notification or life-safety systems.

2.4 NOT a Life-Safety Device

3. ACCOUNT REGISTRATION AND SECURITY

3.1 Account Creation

To use our Services, you must:

• Provide accurate, complete, and current registration information
• Be at least 18 years of age or the age of legal majority in your jurisdiction
• Have legal authority to bind the organization (if registering on behalf of an entity)
• Maintain accurate account information and update it as necessary

3.2 Account Security and Credential Sharing

You are responsible for maintaining the confidentiality of your account credentials and all activities that occur under your account. You must immediately notify us of any unauthorized access or suspected compromise.

CREDENTIAL SHARING POLICY: Sharing account credentials with multiple users (e.g., an entire housing society committee, retail chain employees, or warehouse staff using one login) is PROHIBITED under individual and basic subscription plans. Multi-user access requires an Enterprise plan with appropriate licensing. Violation may result in immediate account suspension or termination.

3.3 Account Suspension

We reserve the right to suspend or restrict your account, with or without notice, if:

• Payment obligations are not met
• You violate these Terms or Applicable Data Protection Laws
• Your usage exceeds Fair Use limits or materially impacts system stability
• Your account or configuration poses security, abuse, or compliance risks

4. PRICING, PAYMENTS, AND FAIR USE

4.1 Subscription Plans

The Services are offered on a subscription basis (including standard and Enterprise plans). Current plan features, limits, and pricing are described in your order form and may be modified by the Company from time to time in accordance with these Terms.

Each subscription is associated with specific parameters (for example, number of cameras, locations, or enabled features). Use beyond the subscribed limits may require upgrading your plan or entering into an additional order.

4.2 Payment Terms

UPFRONT PAYMENT REQUIRED: All subscription fees are payable in full, in advance, for each billing period before activation or renewal of the Services. Subscriptions auto-renew at the then-current rates unless either party provides notice of non-renewal at least twenty-four (24) hours before the end of the current billing period.

• If payment fails or is not received by the due date, your account may be immediately deactivated or suspended without notice.
• Services resume only after full payment of outstanding amounts. No grace period is provided.

All fees are exclusive of applicable taxes, duties, or government charges, which will be charged additionally where required by law.

4.3 Fair Use Policy and Anti-Abuse Measures

To maintain service quality and protect system integrity, the Company may monitor aggregate alert volumes, processing loads, and API usage associated with your account.

ABNORMAL USAGE LIMITS: Examples of abnormal or abusive patterns include:

• Persistently generating extremely high alert volumes (e.g., misconfigured cameras generating hundreds of alerts per day without remediation)
• Cameras pointed at high-traffic public areas contrary to recommended configurations
• Automated or scripted traffic that bypasses documented APIs or intended usage patterns

We reserve the right to throttle, rate-limit, temporarily suspend, or restrict specific cameras or accounts exhibiting abnormal usage. We will use reasonable efforts to notify you and allow configuration fixes where feasible; however, in cases of severe impact on system stability, security incidents, or suspected misuse, we may act without prior notice.

4.4 Refund Policy

NO REFUNDS: All subscription payments are final and non-refundable, including in cases of early cancellation, partial-period usage, downgrade, or non-use of the Services, except:

• Where a refund is required under applicable consumer protection laws, or
• In proven cases of duplicate charges or service unavailability exceeding seven (7) consecutive days solely due to Company fault, where we may, at our discretion, issue a credit or refund.

No pro-rata or partial refunds are provided if you choose to stop using the Services before the end of a billing period.

5. DATA COLLECTION, PROCESSING, AND PRIVACY

5.1 Data We Collect

We collect and process the following categories of data:

• Account Information: Name, email address, organization details, billing information, and similar identifiers required to create and administer your account.
• Service Data from Video Streams: RTSP feeds and other video sources are processed in real time by our software and cloud infrastructure. By default, the Services do not continuously record or archive full-length 24/7 video streams. Instead, the system may generate short, event-based video snippets (typically a few seconds in duration) and associated metadata when an alert is triggered.
• Alert Snippets and Event Artifacts: Event-based video snippets, still frames, detection labels, timestamps, camera identifiers, confidence scores, and other related metadata generated when the system detects a potential event.
• Configuration and Usage Data: Camera mappings, alert rules, zones, notification preferences, device and browser information, log files, performance metrics, and Service interaction data (including false positive/negative feedback, where provided).
• Communications: Support tickets, emails, and other communications you send to us.

5.2 How We Use Your Data

We use User Data, Service Data, and Usage Data to:

• Provide, operate, and maintain the Services
• Deliver alerts, reports, and analytics
• Monitor and improve performance, reliability, and security
• Provide customer support and account-related communications
• Enforce these Terms and comply with legal and regulatory obligations

Model Development and Optimization:

To ensure continuous evolution, robustness, and accuracy of our detection capabilities, the Company may process Service Data and Usage Data - including event-based video artifacts, alert payloads, associated metadata, system logs, and user-provided signals within its proprietary data processing and machine learning pipelines. Such processing may include:

• Generating and updating Derived Data
• Recalibrating detection thresholds
• Benchmarking performance across deployments
• Validating, training, tuning, and evaluating new or improved models and analytics features

To the extent permitted by Applicable Data Protection Laws, you grant the Company a non-exclusive, worldwide, royalty-free license, for the term of your account and for a commercially reasonable period thereafter, to host, process, reproduce, adapt, and create Derived Data from Service Data and Usage Data for the purposes described above. Nothing in this Section limits your statutory data protection rights where they cannot be waived by contract.

Use of the Services is conditional on acceptance of the processing activities described in this Section 5. If you do not agree with these terms, you must not use the Services.

5.3 Data Storage and Retention

Video Snippets and Event Artifacts:

Event-based video snippets and related alert artifacts are stored primarily for verification, audit, incident reconstruction, service quality, and model-validation purposes. User-accessible verification clips may be available in the dashboard only for a limited period (for example, several days), after which they may be rotated, archived, or removed from direct access.

The underlying Service Data associated with alerts may be retained by the Company for:

• The duration of your active account; and
• A further period of up to six (6) months following account deactivation,

or such longer period as is (i) permitted by applicable law, or (ii) reasonably necessary for security, fraud prevention, dispute resolution, or to maintain and validate the performance of the Service and underlying models. Thereafter, the Company may delete such Service Data or irreversibly convert it into Derived Data or other aggregated or de-identified forms that no longer reasonably identify you or your end-users.

Account Data:

Account-level information (such as billing records and basic contact details) may be retained for the duration of your account plus a reasonable period thereafter (for example, ninety (90) days or longer where legally required) for tax, accounting, audit, and compliance purposes.

Deletion Requests:

Following account deactivation, and subject to Applicable Data Protection Laws, you may request deletion of Personal Data associated with your account. The Company will, within a reasonable period, delete or de-identify such data from active systems, except to the extent retention is required for legal, regulatory, security, or legitimate business purposes, or where data has become part of Derived Data.

Requests for deletion or erasure will not affect Derived Data or other aggregated or de-identified information that no longer reasonably identifies you or your end-users, and may be subject to technical or legal limitations where the Company must retain certain data for security, fraud prevention, audit, or compliance purposes.

5.4 Data Localization and Regional Processing

The Company maintains a strict data localization policy to ensure compliance with regional data sovereignty and to optimize service performance:

• Account Management Data: Personal Data required for account administration, including your Name, Email address, Contact Number, and Billing information, is processed and stored at the Company's headquarters (HQ) in India.
• Surveillance and Service Data: To ensure privacy and data sovereignty, all surveillance video streams, event-based artifacts, event logs, and related real-time processing are stored and processed strictly within the Amazon Web Services (AWS) region geographically local to your deployment.

User Data and Service Data may be transferred or accessed across borders only for purposes including:

• Backup and disaster recovery within authorized jurisdictional boundaries
• Security monitoring and global operations managed from our HQ
• Compliance with legal, regulatory, or law-enforcement requests
• Model training and diagnostics using de-identified data as described in Section 5.2

Where required by Applicable Data Protection Laws (for example, for users in the EEA or UK), the Company will implement appropriate safeguards for international transfers, such as standard contractual clauses or equivalent mechanisms.

5.5 Data Security

We use reasonable technical and organizational measures to protect data processed by the Services. Our infrastructure is hosted on reputable cloud service providers that implement their own physical and infrastructure-level safeguards. However, you acknowledge that no system is completely secure. We do not guarantee absolute security against all threats, particularly those arising from factors beyond our reasonable control, such as User-side misconfigurations, compromised devices, local network attacks, or previously unknown ("zero-day") vulnerabilities. You are responsible for maintaining the security of your own networks, devices, and credentials.

5.6 Legal Bases for Processing (EEA/UK Users)

For users in the EEA or UK, our legal bases for processing Personal Data under GDPR/UK GDPR typically include:

• Contract performance: To provide and manage the Services you have requested.
• Legitimate interests: To secure, maintain, and improve the Services, develop new features, and prevent fraud or abuse, where such interests are not overridden by your data protection rights.
• Legal obligations: To comply with applicable laws, regulations, and law-enforcement requests.
• Consent: For certain optional activities (for example, certain marketing communications), where we rely on your consent, you may withdraw it at any time via the mechanisms provided.

6. USER RIGHTS AND OBLIGATIONS (DPDP ACT & GDPR)

6.1 Your Data Protection Rights (India)

Under the Digital Personal Data Protection Act, 2023, you have rights which may include:

• Access to your Personal Data processed by us
• Correction of inaccurate or incomplete data
• Erasure of Personal Data, subject to retention exceptions described in Section 5.3
• Grievance redressal through our designated Grievance Officer
• Nomination of another individual to exercise your rights in case of death or incapacity

These rights may be subject to limitations under applicable law and to the technical feasibility of honoring such requests.

6.2 International User Rights (GDPR/UK GDPR)

Users in the EEA or UK may have additional rights under GDPR/UK GDPR, including:

• The right to data portability
• The right to object to certain processing (including, in some cases, processing based on legitimate interests)
• The right to request restriction of processing
• The right to lodge complaints with a competent supervisory authority

We will respond to rights requests in accordance with Applicable Data Protection Laws. Certain uses of Service Data for security, fraud prevention, and model integrity may continue notwithstanding an objection, where permitted by law and where our legitimate interests are not overridden by your rights and freedoms.

6.3 Grievance Officer Contact Details

6.4 User Obligations Regarding Privacy

THE "NEIGHBOR CLAUSE" - CRITICAL LEGAL PROTECTION:

You are SOLELY responsible for ensuring that your camera installations comply with all applicable privacy, data protection, and surveillance laws. You must:

• Ensure cameras do NOT record private property of neighbors without consent
• Comply with all public surveillance notification and signage requirements
• Obtain necessary permissions or consents for shared spaces and workplace monitoring
• Use the Services only for lawful purposes and in compliance with local regulations

INDEMNIFICATION:

You agree to indemnify, defend, and hold harmless Neuronetic Vision from any claims, damages, fines, or liabilities arising from your violation of privacy, surveillance, employment, or data protection laws, or from unauthorized or unlawful monitoring activities conducted using your cameras or accounts.

7. LIMITATION OF LIABILITY

7.1 No Liability for Certain Damages

To the maximum extent permitted by law, Neuronetic Vision shall not be liable for any:

• Indirect, incidental, consequential, special, exemplary, or punitive damages
• Loss of property, life, revenue, profits, goodwill, or data
• Damages resulting from undetected events, misdetections, false positives/negatives, delayed alerts, or missed alerts
• Damages resulting from hardware malfunctions, power or internet outages, local network failures, or security breaches in your environment
• Damages arising from Third-Party Service failures, outages, account suspensions, or policy changes (including but not limited to WhatsApp, Green API, and cloud providers)

7.2 Liability Cap

MAXIMUM LIABILITY: In no event shall Neuronetic Vision's total aggregate liability arising out of or relating to the Services or these Terms exceed the amount you paid for the Services in the one (1) month immediately preceding the event giving rise to the claim.

7.3 Exceptions

The above limitations do not apply to liability that cannot be excluded or limited under mandatory law, including liability for gross negligence, willful misconduct, or any other responsibility that cannot be contractually limited under applicable consumer protection statutes.

8. FORCE MAJEURE AND SERVICE AVAILABILITY

We are not liable for any failure or delay in performance caused by events beyond our reasonable control, including but not limited to natural disasters, acts of government, war, terrorism, labor disputes, internet backbone failures, widespread cloud provider outages, power grid disruptions, or Third-Party Service disruptions (e.g., WhatsApp/Green API).

SLA: We strive for 99% uptime for core cloud services. Any service credits or remedies expressly described in a separate service level agreement (if applicable) are your sole and exclusive remedy for downtime or service unavailability beyond that threshold.

9. INTELLECTUAL PROPERTY

All intellectual property rights in and to the Services (including software, AI models, algorithms, documentation, trademarks, logos, and branding) remain the exclusive property of Neuronetic Vision and its licensors.

User Content License:

By submitting video streams, configuration data, or other content to the Services, you grant the Company a non-exclusive, worldwide, royalty-free license, for the duration of your account and for a commercially reasonable period thereafter, to use, host, reproduce, adapt, and process such content solely:

• To provide, maintain, and secure the Services; and
• To generate and use Derived Data for service improvement and model development as described in Section 5.2.

This license does not transfer ownership of your underlying raw content; it enables the Company to operate and improve the Services. Rights in Derived Data are owned by the Company.

Restrictions:

You shall not:

• Reverse engineer, decompile, or attempt to extract source code from the Services, except where such restrictions are prohibited by law
• Create derivative products based on the Services without written consent
• Remove or obscure any proprietary notices or branding
• Resell, sublicense, or provide the Services to third parties except as permitted by your plan or a separate written agreement

10. TERMINATION AND CANCELLATION

10.1 By the User

You may request cancellation of your subscription at any time by submitting a termination request via the dashboard (if available) or by contacting the Company through the designated support channels. Terminations are processed by the Company and will generally take effect at the end of your then-current billing period, unless otherwise confirmed in writing.

For annual or other prepaid subscription plans, cancellation will stop future renewals only. Annual plans are prepaid and non-refundable. If cancelled, the Services will remain active until the end of the applicable prepaid subscription term, after which the subscription will expire and will not renew.

No refunds or credits will be issued for partial billing periods or unused Services, subject to Section 4.4.

10.2 By the Company

The Company may suspend or terminate your access to the Services (in whole or in part) immediately, with or without notice, if:

• You fail to pay any amounts due
• You materially violate these Terms or Applicable Data Protection Laws
• Your usage materially exceeds Fair Use limits or threatens system integrity or security
• The Company ceases providing the Services generally or is required by law or a governmental authority to do so

10.3 Effect of Termination

Upon the effective date of termination or expiration:

• Your access to the Services will be disabled, and you will no longer receive alerts or have access to the dashboard or historical data, except as required by law.
• The Company may delete or restrict access to account-level data and Service Data in accordance with Section 5.3.
• Any provisions of these Terms that by their nature should survive (including but not limited to ownership, payment obligations, disclaimers, limitations of liability, indemnities, and governing law) shall continue in full force and effect.

11. GOVERNING LAW AND DISPUTE RESOLUTION

These Terms are governed by the laws of India. The Indian Contract Act, 1872, the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and other applicable Indian laws apply, without regard to conflict-of-law principles.

EXCLUSIVE JURISDICTION: Any disputes arising out of or relating to these Terms or the Services shall be subject to the exclusive jurisdiction of the courts located in Mumbai, Maharashtra, India.

Dispute Resolution: The parties agree to first attempt to resolve any disputes through good-faith negotiations for at least thirty (30) days. If negotiations fail, the parties will consider mediation before initiating formal litigation, where feasible under applicable law.

12. MISCELLANEOUS PROVISIONS

• Entire Agreement: These Terms, together with any applicable order forms or written addenda, constitute the entire agreement between you and the Company with respect to the Services and supersede all prior or contemporaneous understandings.
• Modifications: We may modify these Terms from time to time. For material changes, we will provide notice (for example, via email or dashboard notification) at least thirty (30) days before the updated Terms take effect, unless a shorter period is required by law or for security reasons. Your continued use of the Services after the effective date of changes constitutes acceptance of the updated Terms.
• Severability: If any provision of these Terms is held invalid or unenforceable, that provision will be enforced to the maximum extent permissible and the remaining provisions will remain in full force and effect.
• No Waiver: Failure or delay by the Company in exercising any right or remedy under these Terms shall not constitute a waiver of such right or remedy.
• Assignment: You may not assign or transfer your rights or obligations under these Terms without our prior written consent. The Company may assign these Terms in connection with a merger, acquisition, sale of assets, or corporate reorganization.
• Notices: Legal notices must be sent to contact@neuroneticvision.com or to any updated contact address specified on our website. We may provide operational or non-legal notices to you via email, in-product notifications, or other reasonable means.

13. ACKNOWLEDGMENT AND ACCEPTANCE