Terms of Service

1. Agreement, Eligibility & Authority

These Terms of Service ("Terms") govern your access to and use of SurtitleLive's websites, applications, and related services (the "Service"). SurtitleLive is a sole proprietorship based in Calgary, Alberta, Canada. By creating an account, purchasing access, or using the Service, you agree to these Terms and our Privacy Policy.

You must have legal capacity to enter into these Terms. If you use the Service for an organization, production, venue, school, or other entity, you represent that you are authorized to bind it, and "you" includes that entity. If you lack legal capacity, a parent, guardian, or authorized representative must agree on your behalf.

Mandatory rights under applicable law are not excluded or waived by these Terms. If a mandatory requirement conflicts with these Terms, it controls only to the extent of the conflict.

2. The Service, Availability & Changes

SurtitleLive provides tools for preparing, translating, managing, exporting, and displaying scripts, subtitles, and related production materials. Features may depend on your plan, purchased access, location, device, browser, third-party services, and current product configuration.

• No Availability Guarantee: The Service is provided on an "as available" basis. Maintenance, defects, capacity limits, security events, internet failures, provider outages, venue conditions, or events beyond our reasonable control may interrupt or limit it.
• Live-Performance Risk: You are responsible for rehearsing your workflow and maintaining an appropriate independent backup, such as exported files, offline materials, or an alternative display method. The Service is not a substitute for production contingency planning.
• Network Dependency: Cloud collaboration and audience delivery require suitable connectivity. Local or exported features may have different requirements, but are not a guarantee of complete offline operation or recovery.
• Service Changes: We may add, modify, limit, suspend, or discontinue features, providers, plan packaging, or technical requirements. Price changes apply prospectively, and we will provide notice or remedies where required by applicable law.

3. Accounts & Shared Workspaces

• You must provide accurate account information and keep your credentials, devices, recovery methods, and authorized sessions secure.
• You are responsible for activity performed through your account or by people you authorize, except to the extent caused by SurtitleLive's breach of a legal duty.
• Workspace owners and managers may control membership, permissions, User Content, and project access. Your organization is responsible for its internal authorization and privacy practices.
• You must notify us promptly if you reasonably suspect unauthorized access or compromised credentials.

4. User Content & Service Licence

"User Content" means scripts, subtitles, translations, files, project data, instructions, and other material submitted to or created through the Service. As between you and SurtitleLive, you retain your rights in User Content, subject to any third-party rights.

You grant SurtitleLive a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, format, transmit, display, process, and create technical copies of User Content only as reasonably necessary to provide, secure, support, maintain, and enforce the Service, comply with law, and exercise or defend legal rights. This licence lasts while the relevant content is processed or retained under our Privacy Policy and survives account closure only where continued retention is permitted or required there.

You represent that you have all permissions, licences, consents, and lawful authority needed to submit and use User Content, including any rights needed for translation, adaptation, performance, audience display, collaboration, and export. SurtitleLive is not responsible for obtaining those rights for you.

5. AI-Assisted Features

• AI translation, analysis, alignment, repair, and related features are optional assistive tools. Relevant User Content and request context may be processed by external AI service providers as described in our Privacy Policy.
• AI output may be inaccurate, incomplete, offensive, culturally inappropriate, infringing, or unsuitable for a particular audience or production.
• You are solely responsible for reviewing, editing, approving, and lawfully using AI output before publication, export, rehearsal, or live display.
• AI output is not legal, professional, linguistic-certification, safety, or other expert advice, and we do not guarantee that a provider will produce or preserve any particular result.

6. Acceptable Use

You must not use the Service to:

• violate law, court orders, contractual restrictions, or another person's intellectual-property, privacy, publicity, confidentiality, or other rights;
• distribute malware, exploits, malicious scripts, or content intended to compromise systems, accounts, users, or networks;
• gain unauthorized access, conduct unauthorized penetration testing, evade access controls, conceal abusive activity, or materially interfere with the Service;
• circumvent plan, credit, project, audience, deployment, geographic, security, or other technical limits;
• probe for or extract confidential prompts, credentials, provider secrets, source code, models, or non-public system information;
• reverse engineer, decompile, or disassemble the Service except to the limited extent that applicable law expressly permits despite this restriction; or
• resell, sublicense, rent, white-label, or operate the Service for third parties as a separate commercial service without our prior written permission.

We have no general obligation to monitor or pre-approve User Content. We may use automated or human review where reasonably necessary to secure the Service, investigate suspected violations, respond to support requests, comply with law, or protect SurtitleLive, users, and others.

7. Fees, Access Passes, Credits & Refund Requests

• Prices & Taxes: Prices, access durations, included features, and applicable taxes are shown at checkout or in the current pricing interface. You authorize our payment processor to charge the selected payment method.
• One-Time Access Passes: Paid access is sold for the fixed duration and tier shown at checkout. Access Passes are one-time purchases and do not renew automatically. When an Access Pass expires, continued paid access requires another eligible purchase.
• Usage Evidence: Exporting or downloading deliverables, starting a live deployment, consuming paid credits, or substantial AI processing may show that all or part of the purchased service was delivered and may affect refund eligibility.
• Paid Credits: Paid credits do not expire while the applicable account and credit feature remain available. Used paid credits and tier-included or free credits are non-refundable except where required by law. Requests concerning unused paid credits are submitted for review and are not automatically approved.
• Refund Review: Requests concerning an Access Pass or other one-time purchase are reviewed based on payment, activation, usage, delivery, prior refunds or disputes, and applicable-law evidence. Submitting a request does not guarantee approval.

Customer refund submissions create a review or workflow record; they do not guarantee or immediately execute a refund. We aim to follow up within one week. Approved refunds are returned through the available original-payment route, and provider or banking processing times may apply. Nothing in this Section limits a non-waivable refund, cancellation, or charge-reversal right.

If you dispute a charge, we may preserve evidence, restrict affected credits or access, and investigate the account. Any restriction or suspension will be based on the circumstances, security risk, payment status, and applicable law rather than an automatic permanent penalty.

8. SurtitleLive Intellectual Property & Feedback

SurtitleLive and its licensors retain all rights in the Service, software, interfaces, documentation, designs, workflows, and related technology, excluding User Content. No rights are granted except the limited right to use the Service under these Terms.

If you voluntarily provide suggestions or feedback, you grant SurtitleLive a perpetual, irrevocable, worldwide, royalty-free right to use and commercialize it without restriction, compensation, or attribution. Do not submit feedback you consider confidential.

9. Suspension, Termination & Account Closure

We may restrict, suspend, or terminate access where reasonably necessary to address suspected fraud, abuse, security threats, unlawful activity, non-payment, material breach, provider or legal requirements, or risk to the Service or others. Urgent action may occur without advance notice. Where practical and appropriate, we may provide notice and an opportunity to remedy a non-urgent breach.

We may discontinue the Service or terminate accounts for operational reasons with reasonable notice where practical and any remedy required by applicable law. Account closure does not erase payment obligations, dispute evidence, licences already needed for lawful retention, or provisions that by their nature should survive, including ownership, disclaimers, liability limits, indemnity, and dispute terms.

10. Disclaimers

To the maximum extent permitted by law, the Service and all outputs are provided "as is" and "as available." SurtitleLive disclaims implied warranties and conditions, including merchantability, fitness for a particular purpose, title, non-infringement, uninterrupted availability, error-free operation, accuracy, and suitability for live performance.

We do not guarantee that security measures will prevent every incident; that User Content will never be lost or altered; that third-party services will remain available; or that audience members will not record, capture, transcribe, or redistribute displayed material.

11. Limitation of Liability

To the maximum extent permitted by law, SurtitleLive and its operators, contractors, and suppliers will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, revenue, goodwill, productions, ticket sales, data, opportunities, or substitute-service costs arising from or related to the Service.

To the maximum extent permitted by law, SurtitleLive's total cumulative liability for all claims arising from or related to the Service will not exceed the amount you paid to SurtitleLive for the Service during the 12 months immediately before the event giving rise to the claim.

These exclusions and limits do not apply to liability that cannot legally be excluded or limited. They apply regardless of legal theory and even if a remedy fails of its essential purpose.

12. Indemnity

To the extent permitted by law, if you use the Service for an organization or business purpose, you will defend, indemnify, and hold harmless SurtitleLive and its operators and contractors from third-party claims, losses, liabilities, costs, and reasonable legal fees arising from your User Content, your infringement or violation of another person's rights, your unlawful or unauthorized use of the Service, or your material breach of these Terms. This obligation does not apply to the extent a claim was caused by SurtitleLive's own breach of law or these Terms.

13. Disputes, Governing Law & Courts

Before starting formal proceedings, you and SurtitleLive agree to attempt in good faith to resolve the dispute for at least 30 days after written notice, unless urgent injunctive relief, a limitation period, small claims procedure, or applicable law requires otherwise.

The parties may mutually agree in writing to mediation or arbitration in Alberta, but arbitration is not mandatory. Either party may bring an eligible individual claim in small claims court or seek urgent equitable relief from a court of competent jurisdiction.

To the maximum extent permitted by law, claims must be brought on an individual rather than class, collective, or representative basis. This restriction does not apply where applicable law makes such a waiver invalid or prohibited.

These Terms are governed by the laws of Alberta and the applicable federal laws of Canada, without regard to conflict-of-law rules. Subject to mandatory consumer rights and the provisions above, courts located in Alberta will have jurisdiction over disputes relating to these Terms or the Service.

14. Changes, Notices & General Terms

We may update these Terms to reflect Service, provider, risk, or legal changes. We will post the revised Terms with an updated revision date and provide additional notice where required by law. Your continued use after the effective date constitutes acceptance only to the extent permitted by applicable law.

You may not assign these Terms without our written consent. We may assign them as part of a financing, reorganization, merger, sale, or transfer of the Service. If a provision is unenforceable, it will be limited to the minimum extent necessary and the remaining provisions will continue. Failure to enforce a provision is not a waiver. These Terms, the Privacy Policy, and any checkout- or plan-specific terms form the agreement concerning the Service and supersede prior representations on the same subject.

15. Contact Us

For questions, legal notices, billing concerns, or disputes regarding these Terms, contact info [at] surtitlelive [dot] com.
Business name: SurtitleLive (sole proprietorship)
Location: Calgary, Alberta, Canada