Terms of Service

1. Parties and definitions

The service is provided by VectraWatch sp. z o.o., with its registered office in Warsaw, Poland (“VectraWatch”, “we”). “Customer” means the entity that holds the account; “User” means a person the Customer authorises to use it.

A “pack” is a prepaid quantity of request tokens or of proxy transfer. A “subscription” is the annual monitoring service described in the LLM Analytics documentation. “Documentation” means the technical descriptions published at vectrawatch.com and in the application.

2. Account and access

An account may be created only by a person authorised to bind the Customer. The Customer is responsible for keeping credentials and API keys confidential, for the actions of its Users, and for any use of the service made with its credentials.

We may suspend access without notice where we detect a security incident, non-payment, or use that breaches the Acceptable Use Policy. Where circumstances allow, we contact the account owner first.

3. Packs, subscriptions and payment

3.1 Prepaid packs

Request tokens and proxy transfer are sold as prepaid packs. A pack is charged in full at purchase, is credited to the account immediately, and remains valid for 12 months from the date of purchase. Packs stack on the same balance.

Consumption is metered per request or per gigabyte, as described in the Documentation. Token cost per request depends on the difficulty of the target and is shown in the application before a job is run.

3.2 Subscriptions

LLM Analytics is sold as an annual subscription per brand, model and market. It is invoiced for the full term and renews for a further year unless either party gives notice at least 30 days before the end of the term.

3.3 Invoicing

Prices are net and exclude VAT and other applicable taxes. Invoices are payable within 14 days unless agreed otherwise in writing. Late payment entitles us to statutory interest and to suspend the service until the balance is settled.

4. Refunds

Prepaid packs are refundable pro rata for the unused portion within 14 days of purchase, provided no more than 10% of the pack has been consumed. Subscriptions are not refundable once monitoring has started, except where the service is unavailable for a reason attributable to us for more than 15 consecutive days.

5. Customer responsibilities

The Customer decides what to collect, from which sources, and what to do with the results. The Customer is responsible for ensuring that its use of the service — including the targets it configures and the data it collects — complies with applicable law, with the terms of the sources it accesses, and with our Acceptable Use Policy.

We provide infrastructure; we do not review, approve or endorse the targets a Customer configures.

6. Data processing

Where the Customer collects personal data through the service, the Customer is the controller of that data and VectraWatch is its processor. A data processing agreement is concluded on request and takes precedence over these terms in matters it regulates. Our own processing of Customer contact and billing data is described in the Privacy Policy.

7. Availability and support

We aim for 99.9% monthly availability of the API and the application, measured excluding scheduled maintenance announced at least 48 hours in advance. Availability commitments with service credits are agreed individually on custom plans.

Support is provided by email during business days. Response targets depend on the pack or plan and are stated in the Documentation.

8. Intellectual property

We retain all rights to the service, its software, interfaces and documentation. The Customer receives a non-exclusive, non-transferable right to use the service for the duration of its packs or subscription. Data collected by the Customer through the service belongs to the Customer.

9. Liability

Our aggregate liability arising from the service is limited to the amount paid by the Customer in the 12 months preceding the event giving rise to the claim. We are not liable for lost profits, lost data or indirect damage, nor for the consequences of decisions the Customer makes on the basis of collected data.

Nothing in these terms limits liability that cannot be limited under applicable law, including liability for wilful misconduct.

10. Term and termination

These terms apply for as long as the account exists. The Customer may close the account at any time; unused prepaid balance is forfeited on closure unless a refund applies under section 4. We may terminate with 30 days’ notice, refunding the unused portion of prepaid packs, or immediately in the case of a material breach.

11. Changes to these terms

We may amend these terms as the service or the law changes. Material changes are announced by email to account owners and on this page at least 14 days before they take effect. Continued use of the service after that date constitutes acceptance.

12. Governing law

These terms are governed by Polish law. Disputes are subject to the jurisdiction of the courts competent for the registered office of VectraWatch, unless mandatory consumer provisions state otherwise.

13. Contact

Questions about these terms: contact@vectrawatch.com.