Terms of service

Version: 1.0

Effective date: 20 May 2026

Provider: GoLLM Limited, a company registered in Scotland under company number SC801607, with its registered office at 26 Lutton Place, Edinburgh EH8 9PG, United Kingdom (“GoLLM”, “we”, “us”, “our”).

Contact: inquiries@go-llm.ai

1. About these Terms

These Terms govern access to and use of D.A.V.E., GoLLM’s AI-enabled analysis platform for survey, feedback and conversational data.

By creating an account, subscribing to a plan, buying credits, uploading data or using D.A.V.E., you agree to these Terms on behalf of yourself and, where applicable, the organisation you represent. If you use D.A.V.E. on behalf of an organisation, you confirm that you have authority to bind that organisation.

D.A.V.E. is intended for business, professional, research, public-sector and organisational use. It is not intended for personal household or consumer use.

If there is a separate signed agreement, order form, statement of work, data processing agreement or other written agreement between you and GoLLM, that document will take priority over these Terms to the extent of any inconsistency.

Some features, integrations, beta functionality, Professional Services or custom arrangements may be subject to additional terms, service-specific terms, usage rules, order forms or statements of work. If those additional terms conflict with these Terms, the additional terms will apply to the relevant feature, service or arrangement.

2. Definitions

Account means the account created to access D.A.V.E.

Analysis means a processing run carried out through D.A.V.E., including survey analysis, longitudinal analysis or conversational analytics.

Credit means a unit of usage within D.A.V.E. Credits are usage units only. They are not cash, stored monetary value, vouchers or gift cards.

Customer Data means data, files, text, audio, transcripts, survey data, questions, responses and other materials uploaded to, submitted to or processed through D.A.V.E. by or for you.

Output means reports, summaries, categorisations, annotations, tables, charts, extracted themes, sentiment labels, recommendations or other results generated by D.A.V.E.

Plan means the subscription plan selected by you, such as D.A.V.E. Lite, D.A.V.E. Edge, a custom or enterprise plan, or any other plan made available by GoLLM.

Professional Services means any onboarding, training, advisory, survey design, implementation, configuration, integration, custom development, custom reporting, security or governance support, consultancy or other services provided by GoLLM outside standard self-service access to D.A.V.E.

Pricing and Usage Rules means the then-current prices, plan features, included credits, credit validity periods, top-up options, minimum usage rules, credit calculation rules and other commercial terms shown on the pricing page, at checkout, in-product, in an order form or in another written agreement with GoLLM.

Top-up Credits means credits purchased separately by an active subscriber in addition to the credits included in their Plan.

3. Plans and access

D.A.V.E. is offered through subscription plans. Unless otherwise agreed or shown at checkout, plans renew monthly.

Plan features, prices, included credits, credit validity periods and feature access are described in the applicable Pricing and Usage Rules. Some features may be available only on certain plans.

D.A.V.E. Lite is generally intended for core survey analysis and conversational analytics. D.A.V.E. Edge is generally intended for higher usage, advanced survey analysis and longitudinal survey analysis. Exact inclusions are determined by the applicable Pricing and Usage Rules.

Features may vary by Plan and may change over time. We may add, modify, replace or remove features where this is necessary for product improvement, security, reliability, legal compliance, supplier changes or commercial reasons.

We will not materially reduce the core functionality of a paid Plan during a paid billing period without a reasonable reason.

4. Custom plans, integrations and Professional Services

GoLLM may offer custom or enterprise arrangements for customers who need higher usage, additional support, bespoke commercial terms, enhanced security or governance requirements, custom extensions, integrations, implementation support or Professional Services.

Custom or enterprise arrangements may include, where agreed:

• higher or bespoke credit allowances;
• onboarding and training;
• survey design support;
• advisory or strategic consultancy based on survey, feedback or conversational data;
• bespoke analysis, reporting or interpretation support;
• custom product extensions, configurations or integrations;
• enhanced security, reviewability, governance or audit-support features;
• support with procurement, data protection, security questionnaires or vendor assurance;
• different support levels, renewal periods, payment terms or cancellation terms; and
• other terms set out in an order form, statement of work, proposal, invoice or written agreement.

Unless expressly agreed in writing, Professional Services do not guarantee any particular commercial, policy, sales, operational, funding, investment, regulatory or organisational outcome. You remain responsible for reviewing deliverables and deciding how to use them.

If there is any inconsistency between these Terms and an applicable order form, statement of work, proposal, invoice or signed agreement for a custom plan or Professional Services, that document will take priority for the relevant services.

5. Beta or preview features

We may make beta, preview, pilot or experimental features available from time to time. These features may be incomplete, changed, withdrawn, limited or subject to additional terms, and are provided without any commitment that they will become generally available.

Unless expressly agreed, beta or preview features are provided for evaluation only and may be excluded from support commitments, service-level commitments, warranties or indemnities to the fullest extent permitted by law.

6. Subscriptions, billing and payment

Plan prices are shown at checkout, on the pricing page or in an applicable order form. Unless otherwise stated, prices exclude VAT and any other applicable taxes.

You authorise us and our payment processor to charge your payment method for subscription fees, Top-up Credits, applicable taxes and other agreed charges.

Subscriptions renew automatically unless cancelled before the renewal date. If you cancel, the cancellation takes effect at the end of the current paid billing period unless we state otherwise.

We may change prices, plan inclusions, credit allowances, expiry periods, usage rules and top-up options from time to time. Unless required for security, legal compliance, abuse prevention, technical reasons or supplier changes, changes will apply prospectively, such as from your next renewal, next purchase or the effective date stated in the updated Pricing and Usage Rules.

We will not arbitrarily remove credits already granted during a paid billing period. However, we may restrict, suspend, expire, reverse or adjust credits where reasonably necessary because of fraud, abuse, deliberate circumvention, payment failure, legal compliance, security issues, technical error or breach of these Terms.

7. Credits and usage

D.A.V.E. uses a credit-based usage system. Credits are consumed when D.A.V.E. analyses data.

Your Plan’s included credits, credit validity period, top-up options and credit calculation rules are set out in the applicable Pricing and Usage Rules.

Credits are not redeemable for cash, are non-transferable, and cannot be resold. Unused credits are not refundable except where required by law or expressly agreed by GoLLM.

D.A.V.E. will normally show estimated credit usage before you start an Analysis. If you do not have enough credits, the Analysis may be rejected before it starts or you may be asked to purchase additional credits.

Credit usage may vary depending on the nature of the Analysis, the size and structure of the uploaded data, the number of selected rows or columns, the number of survey waves, the amount of transcript or audio data, the selected analysis options, minimum usage rules, file complexity and other factors described in the applicable Pricing and Usage Rules.

7.1 Survey credit usage

For survey analysis, credits are generally calculated by reference to the amount of survey data analysed, such as respondent rows and selected question or data columns. Wider files, advanced analyses, longitudinal analyses or minimum usage rules may affect credit usage.

The applicable Pricing and Usage Rules will set out the current survey credit calculation approach, including any wider-file thresholds, minimum usage rules or longitudinal treatment.

7.2 Conversational analytics credit usage

For conversational analytics, credits are generally calculated by reference to transcript size, audio length, or other relevant usage measures. Minimum usage rules may apply.

The applicable Pricing and Usage Rules will set out the current conversational analytics credit calculation approach.

7.3 Minimum usage

Minimum credit usage may apply to certain Analyses, such as survey analysis, advanced analysis, longitudinal analysis or conversational analytics.

Where a minimum applies, it applies to the relevant processed survey, longitudinal run or completed conversational analysis, not separately to every individual question, chart, constituent analysis, report file or report section, unless the Pricing and Usage Rules state otherwise.

7.4 Credit estimates and reservations

Pre-run credit estimates are provided to help you understand expected usage. The final credit deduction may differ if the uploaded data differs from the estimate, if selected inputs change, if files are malformed, or if D.A.V.E. needs to apply processing rules not apparent at upload.

Where practical, D.A.V.E. may reserve the estimated credits when an Analysis starts and finalise the credit deduction when the Analysis completes, fails or is cancelled.

8. Top-up Credits

Active subscribers may be able to buy Top-up Credits without changing Plan.

Top-up options, prices, credit amounts, expiry periods and availability are set out in the applicable Pricing and Usage Rules.

Top-up Credits can be used across D.A.V.E. features according to your Plan, but they do not unlock features outside your current Plan unless expressly stated. For example, a user on a lower-tier Plan may be able to buy more credits without gaining access to higher-tier features.

Purchasing Top-up Credits does not change your subscription Plan, renewal date or monthly credit grant unless expressly stated.

9. Credit expiry, rollover and spending order

Credits may expire. The applicable expiry period is set out in the Pricing and Usage Rules or the offer under which the credits were granted.

Each credit grant may have its own expiry date. Monthly credits, Top-up Credits, promotional credits, free-credit coupons and manually restored credits may each have separate expiry dates.

Credits are spent in the order that minimises avoidable expiry, usually by spending the credits nearest to expiry first.

Unused credits expire at the end of their validity period. Expired credits cannot be used, transferred, refunded or exchanged for cash.

9.1 Plan changes

You may be able to upgrade or downgrade between Plans. The timing, price effects, feature changes and credit treatment for a Plan change will be shown at checkout, in-product, or in the applicable Pricing and Usage Rules.

If you upgrade, existing unused credits may retain their existing expiry period or may receive an extended expiry period, depending on the current Pricing and Usage Rules.

If you downgrade, future credits will follow the lower-tier Plan rules. You may lose access to higher-tier features even if you still have unused credits.

10. Coupons, discounts and promotional credits

We may offer discount coupons, free-credit coupons or other promotions.

Unless the promotion states otherwise, discount coupons reduce the price payable but do not reduce the credits granted. For example, if a first-month discount applies to a subscription, the subscriber still receives the normal credit allowance for that Plan unless the promotion states otherwise.

Unless expressly stated:

• discount coupons apply only to the purchase or billing period specified;
• discount coupons do not apply to Top-up Credits;
• free-credit coupons are redeemable only by active subscribers;
• each coupon may be limited to one redemption per user, account, organisation, payment method or other identifier; and
• promotional credits may have their own expiry period and conditions.

We may refuse, revoke or cancel promotional credits or discounts where we reasonably believe they have been misused, obtained through duplicate accounts, used in breach of these Terms or used contrary to the stated promotion rules.

11. Cancellation, failed payments and subscription end

If you cancel your subscription, cancellation normally takes effect at the end of the current paid billing period. You may continue to use available credits until that period ends, subject to these Terms.

If a renewal payment fails, your subscription may enter a past-due or grace state while our payment processor attempts to collect payment. We may continue, restrict or suspend access during this period. If the subscription is cancelled, unpaid or otherwise terminated, your remaining credits become unspendable unless restored under section 12.

If an Analysis is already in progress when a subscription ends, credits already reserved for that Analysis may still be spent and the Analysis may be completed. We may prevent new Analyses from starting once the subscription has ended or been suspended.

Unless required by law or expressly agreed, subscription fees, Top-up Credits and unused credits are non-refundable.

12. Restoration of credits after subscription end

If your subscription ends, unused credits that have not naturally expired may become unspendable but remain restorable for a limited period stated in the Pricing and Usage Rules or in-product.

Restoration is not automatic and is not a contractual right. GoLLM may, at its discretion, restore eligible credits if you reactivate a paid subscription within the restoration window.

Only credits that became unspendable because the subscription ended are eligible for restoration. Credits that expired naturally because their validity period ended are not restorable.

If credits are restored:

• you must have an active paid subscription;
• restored credits receive a fresh validity period based on your active Plan or the applicable restoration rules;
• each restored credit batch may only be restored once; and
• GoLLM may log the restoration reason for audit and operational purposes.

After the restoration window, unspendable credits become permanently unrestorable.

13. Customer responsibilities

You are responsible for:

• ensuring that you have the rights, permissions and lawful basis required to upload, process and analyse Customer Data;
• ensuring that Customer Data is accurate, lawful and appropriate for the intended Analysis;
• reviewing Outputs before relying on them;
• ensuring that use of Outputs complies with your legal, regulatory, professional and organisational obligations;
• keeping login credentials secure;
• preventing unauthorised access to your Account; and
• ensuring that your use of D.A.V.E. complies with these Terms;
• ensuring that any audio files, transcripts, meeting notes or conversational data uploaded to D.A.V.E. were lawfully collected, recorded, transcribed and shared with GoLLM, including by obtaining any notices or consents required under applicable call-recording, wiretap, employment, privacy or confidentiality laws.

You must not share a single user login with multiple people unless GoLLM expressly permits this. D.A.V.E. is currently configured primarily for individual account use, even where the user is acting for an organisation.

14. Acceptable use and fair use

You must not use D.A.V.E. to:

• break the law or infringe third-party rights;
• upload malicious code, malware or harmful files;
• attempt to reverse engineer, scrape, overload, disrupt or bypass D.A.V.E.;
• circumvent credit usage, usage limits, plan restrictions or access controls;
• create multiple accounts to abuse promotions, credits or usage allowances;
• share, resell or sublicense access without permission;
• process data in a way that is unlawful, deceptive, discriminatory or harmful;
• use D.A.V.E. for safety-critical, medical, legal, financial, employment or other high-stakes decisions without appropriate human review and professional judgement;
• upload or process data subject to specialised legal regimes such as HIPAA, GLBA, FCRA, FERPA, COPPA, criminal-record laws or similar requirements unless you have confirmed that you have the required rights, notices, consents, safeguards and written agreement with GoLLM.

D.A.V.E. is designed for normal survey, feedback and conversational analytics workflows. Very large files, unusually long free-text responses, unusually complex analysis requests or atypical usage patterns may require additional credits, bespoke processing or review before completion.

If we reasonably believe that usage is abusive, unusually burdensome, unlawful, security-sensitive, non-standard or outside ordinary platform assumptions, we may:

• pause or reject the Analysis;
• require additional credits before continuing or releasing Outputs;
• propose bespoke pricing;
• limit, suspend or terminate access;
• remove or quarantine affected files; or
• take other reasonable action to protect D.A.V.E., GoLLM, other users or third parties.

We will not normally impose additional charges after an Analysis has completed and Outputs have been released unless you agreed to those charges or your usage involved abuse, fraud, deliberate circumvention, misrepresentation or breach of these Terms.

15. Customer Data, privacy and data protection

You retain ownership of Customer Data. You grant GoLLM the rights needed to host, process, analyse, transmit, display and store Customer Data and Outputs for the purpose of providing D.A.V.E., supporting your Account, maintaining security, troubleshooting, improving reliability and complying with law.

GoLLM’s Privacy Policy explains how GoLLM processes personal data for its own purposes, such as website operation, account administration, billing, customer support, communications, analytics, security and product improvement. GoLLM’s Cookie Policy explains how cookies and similar technologies are used on GoLLM’s websites.

Where Customer Data contains personal data and GoLLM processes that personal data on your behalf, GoLLM will usually act as your processor and you will usually act as controller, unless a separate agreement states otherwise. For US state privacy laws, GoLLM may act as a service provider, contractor or processor, as applicable. In each case, Schedule 2 — Data Processing Addendum applies and forms part of these Terms, unless replaced or varied by another agreed data processing agreement.

You are responsible for providing any required privacy notices, obtaining consents where required, identifying the lawful basis for processing, and ensuring that the Customer Data you upload is appropriate for processing through D.A.V.E.

Unless otherwise agreed in writing, you should not upload data that you are not legally or contractually permitted to process through a third-party AI analytics platform.

We may use aggregated, anonymised or de-identified usage and performance information to monitor, secure, improve and develop D.A.V.E., provided it does not identify you, your organisation or individuals in Customer Data.

Unless expressly authorised in writing by the customer, GoLLM will not use Customer Data to train, fine-tune or improve general-purpose AI models or AI models made available for use by other customers. Further commitments about model training, subprocessors, retention, deletion, international transfers and security are set out in Schedule 2, another agreed data processing agreement, the Privacy Policy or relevant security documentation.

16. Automated decision-making and human review

D.A.V.E. Outputs are intended to support human review and analysis. You must not use D.A.V.E. as the sole basis for decisions that produce legal or similarly significant effects on individuals without ensuring that your use complies with applicable data protection law and includes appropriate human review.

D.A.V.E. does not provide legal, financial, medical, regulatory, professional or other specialist advice. Outputs are analytical support materials and should not be treated as a substitute for human judgement.

17. Confidentiality

Each party must keep the other party’s confidential information confidential and use it only for the purpose of receiving or providing D.A.V.E. Confidential information includes non-public business, technical, commercial, product, pricing, security and data-related information.

Confidentiality obligations do not apply to information that is public through no fault of the receiving party, already lawfully known, independently developed, lawfully received from a third party, or required to be disclosed by law.

18. Intellectual property

GoLLM and its licensors own D.A.V.E., including the software, workflows, user interface, models, prompts, processes, documentation, know-how, designs, templates, analytics methods and other platform technology.

You own your Customer Data. Subject to GoLLM’s underlying platform rights, you may use Outputs for your internal business, professional, research or organisational purposes.

You must not copy, modify, distribute, resell, white-label, reverse engineer or create derivative products from D.A.V.E. except as permitted by these Terms or agreed in writing.

If you provide feedback, suggestions or ideas, GoLLM may use them without restriction or payment, provided we do not disclose your confidential information.

19. AI-generated Outputs and user review

D.A.V.E. uses AI and automated analysis. Outputs may be incomplete, inaccurate, inconsistent, biased or unsuitable for your intended purpose.

You are responsible for reviewing Outputs before relying on them, especially where they may influence decisions about individuals, public communications, policy, funding, employment, services, legal rights or other material outcomes.

Annotated survey files may support reviewability by showing sentiment and thematic categorisations. This does not mean that all Outputs are fully auditable, independently verified or free from error.

20. Availability, support and changes

We aim to keep D.A.V.E. available and reliable, but we do not guarantee uninterrupted or error-free service.

D.A.V.E. may be unavailable due to maintenance, updates, incidents, third-party provider issues, security concerns, usage spikes, force majeure events or other reasons.

Support availability, response times and service levels may vary by Plan or separate agreement. Unless expressly agreed, no formal service-level agreement applies.

21. Third-party services and subprocessors

D.A.V.E. may use third-party services, including hosting providers, payment processors, AI model providers, transcription providers, analytics providers and security tools.

Third-party services may be required to process Customer Data or payment information for D.A.V.E. to function. We are not responsible for third-party services outside our reasonable control, but we will use reasonable care in selecting and managing key providers.

Payment processing is handled by our payment processor. GoLLM does not store full payment card details.

Where required by data protection law, subprocessors and international transfer safeguards are addressed in Schedule 2 — Data Processing Addendum, another agreed data processing agreement or a subprocessor list made available by GoLLM.

22. Suspension and termination

We may suspend or terminate access to D.A.V.E. if:

• payment is overdue;
• you breach these Terms;
• your use creates security, legal, operational or reputational risk;
• you misuse credits, coupons or promotions;
• you attempt to circumvent plan restrictions;
• we are required to do so by law or a third-party provider; or
• continuing to provide access would be commercially, legally or technically unreasonable.

You may stop using D.A.V.E. and cancel your subscription according to the cancellation process made available in the Account or through support.

Termination does not affect rights and obligations that are intended to survive, including payment obligations, confidentiality, intellectual property, disclaimers, liability limits, data provisions and dispute provisions.

23. Warranties and disclaimers

D.A.V.E. is provided on an “as is” and “as available” basis, except as expressly stated in these Terms or a separate written agreement.

We do not warrant that D.A.V.E. will be uninterrupted, error-free, secure, compatible with every file, suitable for every use case, or that Outputs will be accurate, complete or fit for your intended purpose.

Nothing in these Terms excludes or limits any warranty, condition or liability that cannot legally be excluded or limited.

24. Liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, wilful misconduct, or any liability that cannot be excluded or limited by law.

Subject to the previous paragraph, GoLLM will not be liable for:

• loss of profits, revenue, business, goodwill, contracts or anticipated savings;
• loss or corruption of data, except to the extent caused by GoLLM’s breach of these Terms;
• indirect, consequential or special loss;
• decisions made by you or third parties based on Outputs;
• issues caused by inaccurate, incomplete or unlawful Customer Data;
• third-party services outside our reasonable control; or
• losses arising from your failure to review Outputs before use.

Subject to the exclusions above, GoLLM’s total aggregate liability arising out of or in connection with D.A.V.E. and these Terms will not exceed the greater of: (a) the fees paid by you to GoLLM for D.A.V.E. in the 12 months before the event giving rise to the claim; or (b) £100.

25. Indemnity

You will indemnify GoLLM against claims, losses, liabilities, costs and expenses arising from:

• Customer Data;
• your breach of these Terms;
• your unlawful use of D.A.V.E.;
• your infringement of third-party rights;
• your use of Outputs in breach of law or without appropriate review; or
• your failure to obtain required permissions, notices, consents or lawful bases.

26. Changes to these Terms

We may update these Terms from time to time. If changes are material, we will take reasonable steps to notify you, such as by email, in-app notice or posting the updated Terms.

Updated Terms will apply from the effective date stated. If you continue to use D.A.V.E. after the effective date, you agree to the updated Terms.

Changes to prices, credit allowances, credit validity periods, plan features and usage rules may be made through the Pricing and Usage Rules without changing these Terms, provided they apply prospectively unless otherwise permitted by these Terms.

27. Governing law and jurisdiction

These Terms are governed by the law of Scotland.

The Scottish courts will have exclusive jurisdiction over disputes arising out of or in connection with these Terms, unless a separate written agreement states otherwise.

28. General

You may not assign, transfer or subcontract your rights or obligations under these Terms without GoLLM’s prior written consent.

GoLLM may assign, transfer or subcontract its rights or obligations where this does not materially reduce your rights under these Terms.

If any part of these Terms is found to be invalid or unenforceable, the rest will continue in effect.

Failure to enforce a right is not a waiver of that right.

These Terms, together with any applicable Pricing and Usage Rules, order form, Schedule 2 — Data Processing Addendum, Privacy Policy, Cookie Policy and signed agreement, form the agreement between you and GoLLM for use of D.A.V.E.