Acceptable use policy

What you may and may not do when using the Akili Platform, including how to use review data, replies and AI features responsibly.

Version 1.0Effective

1. About this policy

1.1 This Acceptable Use Policy sets out what you may and may not do when using the Akili Platform. It forms part of our Platform Terms and Conditions (the "Terms"), and words defined in the Terms have the same meaning here.

1.2 It applies to the organisation that subscribes to the Platform and to everyone who uses the Platform under its account, including its staff and the agencies working for it. You are responsible for making sure they follow it.

1.3 Akili is a product of 12Kobo OÜ, a private limited company registered in Estonia under registry code 17631609, whose registered office is at Tornimäe tn 5, 10145 Tallinn, Estonia.

2. Using the Platform lawfully and fairly

2.1 You may use the Platform only for your internal business purposes, to understand and improve how customers see your own brand and to compare it with the competitors your tier allows.

2.2 You must not use the Platform:

  1. in a way that breaks any law or regulation, including data protection, consumer protection, competition and advertising law;
  2. to harass, threaten, intimidate or discriminate against anyone;
  3. to infringe anyone's intellectual property, privacy or other rights;
  4. to mislead customers, regulators or the public about your brand, a competitor or Akili;
  5. on behalf of anyone other than your own organisation, except agencies and advisers working for you as clause 4.2 of the Terms allows; or
  6. to resell the Platform or its outputs, or offer them as part of a service to others.

2.3 You must not share login details, or let one login be used by more than one person.

3. Data and insights

3.1 The Platform shows content that real people have published, such as reviews and social posts, and sometimes their names or usernames. You must use that content only to understand and respond to what customers say about your brand. You must not:

  1. try to identify, contact, profile or track an individual reviewer or author outside the platform where they published, except to reply to them there;
  2. use the Platform to find out about a person's health, beliefs, sexuality or other sensitive characteristics, or to make decisions about them;
  3. take action against a member of staff based only on what a review says, without checking the facts first; or
  4. collect, export or combine personal data from the Platform for marketing lists or any other purpose unrelated to your brand.

3.2 Competitor benchmarks and insights are for your internal decisions. You must not publish them, use them in advertising or comparative claims, or share them outside your organisation and its advisers.

3.3 You must not copy or collect data from the Platform by automated means such as scripts, scrapers or bots, other than through exports and integrations we provide.

3.4 You must not use the Platform, its outputs or its benchmarks to build, train or improve a competing product, or to work out how our scoring models operate.

3.5 You must only upload Client Data you are entitled to share with us, and you must not upload special category data, payment card details or government ID numbers unless we have agreed it in writing.

4. Replies and connected accounts

4.1 You may connect only accounts you own or are authorised to control, and only where connecting them is allowed by that platform's own terms.

4.2 You are responsible for every reply you send through the Platform. Suggested replies are drafts. Read and edit them before you send them. Each reply must:

  1. be honest and accurate, and not make promises you will not keep;
  2. follow the rules of the platform it is posted on and the law;
  3. not share a customer's personal data, order details or contact information in public; and
  4. not offer a refund, discount or gift in return for changing or removing a review.

4.3 You must not use the Platform to:

  1. write, post, buy or arrange fake reviews, or reviews by anyone posing as a customer;
  2. post reviews about your own business or about a competitor;
  3. ask only happy customers for reviews, or hide or suppress negative reviews, in a way that misleads people; or
  4. flag or report reviews you know are genuine just because they are negative.

4.4 In the UK, fake reviews and concealed incentivised reviews are banned under the Digital Markets, Competition and Consumers Act 2024. Other countries have similar rules. Follow the rules where your customers are.

5. AI features

5.1 AI outputs, including scores, recommendations, digital twin studies and suggested replies, can be wrong or incomplete. Check key information before you act on it or share it, as clause 7.2 of the Terms explains.

5.2 You must not:

  1. present AI outputs as verified fact, or as the views of real customers, when they are estimates or simulations;
  2. try to make the Platform's AI features produce unlawful, harmful or deceptive content, or get around their safeguards;
  3. use AI features to write fake reviews, testimonials or endorsements; or
  4. enter prompts or content designed to extract our prompts, models, other customers' data or confidential information.

6. Security and system integrity

6.1 You must not:

  1. access, or try to access, any account, data or part of the Platform you are not authorised to use;
  2. probe, scan or test the Platform's security, or bypass its access controls or usage limits, without our written permission;
  3. reverse engineer, decompile or copy the Platform, except where the law allows this and cannot be excluded;
  4. upload viruses, malware or other harmful code; or
  5. interfere with the Platform or its performance for other customers, including by denial-of-service attacks.

6.2 If you find a security weakness, tell us at privacy@yourakili.com and do not use or disclose it. Tell us promptly if you think someone has accessed your account without permission.

7. Fair use

7.1 Your tier sets limits such as the number of locations, competitors and data sources. You must not get around them, for example by opening several accounts for one organisation or by swapping competitors in and out to analyse more brands than your tier allows.

7.2 Use of features without a fixed limit, such as exports, AI requests and Akili TrueTwin™ studies, must be in line with normal business use for an organisation of your size.

7.3 If your usage is unusually high, we will contact you first to agree a fix, such as moving to a different tier. If it continues, we may limit it or suspend your access under clause 14.3 of the Terms.

8. Reporting and enforcement

8.1 If you think someone is breaking this policy, including another user in your organisation, tell us at support@yourakili.com.

8.2 We may look into suspected breaches, including by reviewing how an account has been used. We will tell you what we have found where we can.

8.3 If you break this policy, we may:

  1. ask you to stop and put things right;
  2. remove or disable content, replies or connections linked to the breach;
  3. limit features or suspend access, under clause 14.3 of the Terms; or
  4. end the agreement, where the Terms allow.

8.4 We will act in proportion to the breach, and tell you why where we can. Where the law requires it, we may report a breach to the authorities or to the platform concerned.

9. Changes and contact

9.1 We may update this policy, for example when we add features or when the law or a platform's rules change. Clause 16 of the Terms explains how we tell you about changes. The version and effective date are stated at the head of this document.

9.2 Questions about this policy can be sent to support@yourakili.com, or to 12Kobo OÜ, Tornimäe tn 5, 10145 Tallinn, Estonia.

All legal documents Version 1.0, effective 26 October 2026