Platform terms and conditions

Permanent link to this version: yourakili.com/legal/terms/v1-0

These are the standard terms for every Akili customer. An Order or an addendum you agree with us may vary them for you, to the extent it says so. Where you sign a Master Service Agreement with us, that agreement applies instead. These Terms are separate from the Website Terms of Use.

The short version

This summary is for convenience. The full Terms below are what count.

Akili has three tiers: Starter, Professional and Enterprise. Starter and Professional can be billed monthly or annually. Enterprise is a custom tier, agreed with you after scoping.
Monthly billing rolls month to month. You can cancel at any time in your billing settings. Access continues to the end of the billing month you have paid for, then becomes read-only for 30 days.
Annual billing is paid upfront at a preferential price and covers 12 months. It is not refundable within the 12-month term.
You own your data and the insights Akili produces for your brand. Akili may use insights in anonymised, combined form, but never data from your connected accounts.
Akili may train models on your data to personalise the Platform for you. Those models are used only for you and are deleted when you leave.
Akili supports your decisions. It does not make them for you. Review key information before you act on it.
You are responsible for the accounts you connect and the replies you post.
Akili's liability is limited. See clause 13.
If your billing address is in the United Kingdom, English law applies. Otherwise, Estonian law applies.

1. About these Terms

1.1 Akili is a product of 12Kobo OÜ, trading as Akili (“Akili”, “we”, “us” or “our”), a private limited company registered in Estonia under registry code 17631609, whose registered office is at Tornimäe tn 5, 10145 Tallinn, Estonia.

1.2 In these Terms:

“You” means the organisation named in the Order or at checkout.
“Platform” means the Akili software and related services.
“Order” means the order form, quote or online checkout confirmation that sets out your tier, fees, billing option and start date.
“Client Data” means data you upload to the Platform, and data we obtain from accounts you connect to it.
“Connected Account” means an account on a third-party platform that you connect to the Platform under clause 5.
“Addendum” means any addendum to these Terms that you and we agree, such as a Design Partner Addendum.
“Term” means the monthly or annual billing period set out in clause 2, or the term set out in your Order or an Addendum. A “billing month” starts on the date your subscription starts and renews on the same date each month (or on the last day of a month that has no such date). It is not a calendar month.

1.3 You confirm that you are buying the Platform for business purposes, and not as a consumer.

1.4 These documents make up the agreement between us. If they conflict, the one higher in this list wins:

the Data Processing Agreement, on matters of data protection;
the Order;
any Addendum;
the AI Addendum, on matters relating to artificial intelligence;
these Terms; and
the Acceptable Use Policy.

1.5 Addenda. Where you and we agree an Addendum, it varies these Terms for you to the extent it says so. In all other respects these Terms apply.

1.6 You accept these Terms by ticking the box next to them when you sign up, before you pay, or by signing an Order that refers to them. We record which version you accepted and when. Clause 16 explains how we may change these Terms.

2. Tiers, billing and cancelling

2.1 Akili has three tiers: Starter, Professional and Enterprise. The Order sets out your tier, your fees, your billing option and your start date.

2.2 Starter and Professional are available with monthly or annual billing. You choose one when you sign up. Annual billing is offered at a preferential price, in return for paying for 12 months upfront.

2.3 Enterprise is a custom tier. We scope it with you, and the scope, fees, term and billing are set out in the Order. Clauses 2.4 to 2.6 apply to Enterprise only where the Order says so.

2.4 Monthly billing. Monthly billing renews automatically each billing month until you cancel. You can cancel at any time in your billing settings in the Platform, or by emailing support@yourakili.com. We will confirm your cancellation by email. It takes effect at the end of the billing month you have already paid for. You pay for that billing month in full, and we do not refund part billing months.

2.5 Annual billing. Annual billing covers 12 months from the start date in the Order, and you pay the full fee upfront. Annual fees are not refundable within the 12-month Term, and you cannot end annual billing early. If you stop using the Platform or tell us you want to cancel, you keep access to the end of the Term, the fees stay payable, and we do not give a refund or credit for the unused time. This does not apply where clause 14.4 gives you a right to a refund.

2.6 Renewal of annual billing. Annual billing renews for a further 12 months unless you or we give written notice at least 30 days before the Term ends. We will email you a reminder before that deadline. If our fees will change on renewal, we will tell you at least 45 days before the renewal date.

2.7 Read-only access. When your subscription ends, you keep full access to the end of the Term you have paid for. After that, your account becomes read-only for 30 days. During that time you can view your data and export your reports, and you can resubscribe and carry on with your data in place. We do not collect new data, post replies or add users during read-only access. After that, clause 6.6 applies.

2.8 Changing tier. If you upgrade between Starter and Professional, the change takes effect immediately, and we charge the difference for the rest of the current billing period, worked out day by day. If you downgrade, the change takes effect at the end of your current Term, and you keep the higher tier until then. A move to Enterprise needs a new Order.

3. Fees, payment and tax

3.1 Fees are set out in the Order, in the currency stated there, and exclude VAT and any other applicable taxes.

3.2 We take payment by card or direct debit through our payment provider, unless your Order says we will invoice you. Fees for monthly billing are payable monthly in advance. Fees for annual billing are payable in full at the start of the Term. Invoices are payable within 30 days of the invoice date, unless the Order says otherwise.

3.3 VAT. You must give us your correct business name, billing address and, where you have one, a valid VAT or tax identification number. Where the reverse charge applies, you are responsible for accounting for VAT. If you do not give us a valid number, we may charge VAT at the applicable rate.

3.4 If you do not pay on time, we may suspend your access after giving you 14 days’ written notice. We will restore access once you have paid what is overdue. Suspension does not stop fees falling due.

3.5 Fees are non-refundable, except where these Terms say otherwise or the law requires.

3.6 We may change the fees for monthly billing by giving you at least 30 days’ written notice. If you do not accept the change, you can cancel under clause 2.4 before it takes effect.

4. Your account, use of the Platform and ownership

4.1 You must give us accurate information, keep login details confidential, and are responsible for everything done under your account. Tell us promptly if you think someone has gained access without permission.

4.2 Only your own staff, and agencies working for you, may use the Platform. You may share reports with advisers and agencies working for you, for your own business purposes.

4.3 We give you a non-exclusive, non-transferable right to use the Platform for your internal business purposes during the Term.

4.4 We and our licensors own the Platform, including its software, design, scoring models and methodology. You get only the rights these Terms give you.

4.5 You keep your rights in Client Data and Derived Insights, subject to clause 6.4.

4.6 Our Acceptable Use Policy applies. In particular, you must not:

resell the Platform or make it available to anyone outside your organisation, other than as clause 4.2 allows;
copy or collect data from the Platform by automated means, other than through features we provide;
reverse engineer the Platform or try to work out how our scoring models operate;
use the Platform, its outputs or its benchmarks to build or train a competing product;
publish benchmark data about other brands, or share it outside your organisation and its advisers;
bypass or test our security without our written permission;
use the Platform in a way that causes unreasonable load or cost to us; or
use your account to analyse brands other than your own and the competitors your tier allows.

4.7 Fair use. If your usage is unusually high, we will contact you first. If it continues, we may limit it or suspend your access under clause 14.3.

5. Connected Accounts and replies

5.1 You may connect your own accounts on third-party platforms that the Platform supports, for example by signing in through that platform or giving us access credentials.

5.2 When you connect an account, you confirm that:

you own the account or are authorised to control it;
you are entitled to give us that access; and
doing so does not break that platform’s terms.

5.3 You authorise us to use that access only to provide the Platform to you. That includes reading reviews and other content and, where you choose, posting replies.

5.4 We post a reply only when you tell us to. You are responsible for every reply you write, approve or send through the Platform, including that it follows the platform’s rules and the law. Wording the Platform suggests is a draft for you to review.

5.5 You can disconnect an account at any time. We will then stop using that access and delete the stored credentials without undue delay.

5.6 A third-party platform may change, restrict or withdraw access. If it does, we may stop collecting from or posting to that platform. We will tell you, and we are not liable for the change.

6. Data

6.1 Your data. Client Data stays yours. We process it as your processor under the Data Processing Agreement.

6.2 Models personalised for you. You instruct us to use Client Data to configure, train and personalise the Platform’s models for you. Those models, and any parts of them derived from Client Data, are used only to provide the Platform to you and are not used for any other customer. We delete them when we delete your Client Data under clause 6.6.

6.3 Public content. We collect reviews and mentions from public sources, including about your competitors. We process that content as a controller in our own right, and our Reviewer Privacy Policy applies.

6.4 Derived Insights. Scores, reports, benchmarks and recommendations the Platform produces about your brand (“Derived Insights”) belong to you. You give us a worldwide, perpetual, royalty-free, non-exclusive licence to use Derived Insights in anonymised, aggregated form, to provide benchmarking and to maintain and improve the Platform. We will not disclose Derived Insights in any form that identifies you or your customers. This licence does not extend to Derived Insights generated from data obtained through a Connected Account where the platform’s terms do not permit it, including any Google Business Profile account.

6.5 Our Privacy Policy and Sub-processor Register apply. Each of us will comply with the data protection law that applies to it.

6.6 When you leave. During read-only access you can export your Client Data and reports at no charge. After that, we delete or anonymise your data as set out in our Privacy Policy and the Data Processing Agreement, which are the source of truth on retention and deletion. You can ask us at any time to delete your account and Client Data, and we will do so in line with those documents, except for anything the law requires us to keep.

7. Artificial intelligence and outputs

7.1 The Platform uses artificial intelligence to classify and score reviews, and to produce analysis, recommendations and suggested replies. The AI Addendum applies.

7.2 AI outputs are generated automatically and may not always be complete, current or accurate. They are designed to support your decisions and do not replace professional advice. Review key information before you rely on it. You remain responsible for the decisions you make using the Platform.

7.3 Any expected improvement the Platform shows is an estimate based on industry benchmarks and published research rather than your own results. It is not a guarantee of any outcome.

8. Third-party sources

8.1 The Platform collects content from third-party platforms. We cannot guarantee that any source stays available, or that what we collect is complete or current. We are not responsible for changes to a third party’s terms or access.

8.2 Where you give us access to a Connected Account, we use it to provide the Platform to you and in line with that platform’s rules.

9. Confidentiality

9.1 Each of us will keep the other’s confidential information confidential and use it only to perform this agreement. We may each share it with staff, subcontractors and advisers who need it and are bound to keep it confidential, or where the law requires.

9.2 This does not cover information that is public (other than through a breach of this agreement), already known to the recipient, independently developed, or lawfully received from a third party.

9.3 Our confidential information includes the Platform’s features, roadmap, pricing and performance. Your confidential information includes Client Data.

10. Feedback and publicity

10.1 If you give us feedback, you grant us a worldwide, perpetual, royalty-free licence to use it to improve Akili, without credit or payment to you.

10.2 We will use your name or logo, or describe how you use Akili, only with your written approval or as an Addendum provides. You can withdraw approval for future uses on reasonable notice.

11. Service and support

11.1 We will provide the Platform with reasonable skill and care, and will use reasonable efforts to keep it available. We may take it offline for maintenance, and will try to give notice and to schedule that outside business hours.

11.2 No service level agreement applies unless your Order says so.

12. Your responsibilities and indemnity

12.1 You are responsible for Client Data, for your use of Connected Accounts, for the replies you send through the Platform, and for the decisions you make using it.

12.2 You will indemnify us against any claim by a third party, and the losses and reasonable costs that result from it, to the extent it arises from:

a reply you write, approve or send through the Platform;
your connection or use of a Connected Account in breach of clause 5.2 or that platform’s terms;
Client Data, or our use of it in line with these Terms, infringing a third party’s rights; or
your breach of clause 4.6 or the Acceptable Use Policy.

12.3 We will tell you promptly about any such claim, let you conduct its defence, and give you reasonable help at your cost. We will not settle it without your consent, which you will not unreasonably withhold.

13. Warranties and liability

13.1 Other than in clause 11.1, the Platform is provided as is. We do not promise that it will be uninterrupted or error free, or that it will meet your requirements.

13.2 Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow to be limited. Your obligation to pay fees, and your obligations under clause 12.2, are not limited by clause 13.4.

13.3 Subject to clause 13.2, neither of us is liable to the other for loss of profit, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss.

13.4 Subject to clause 13.2, each party’s total liability to the other under or in connection with these Terms is limited to the fees you paid or owe for the 12 months before the claim arose.

13.5 We are not liable for decisions you make based on Platform outputs, for replies you send, for the availability of or changes to third-party platforms, or for losses caused by your breach of these Terms.

14. Ending the agreement

14.1 Cancelling under clause 2 is the only way to end the agreement for convenience, unless your Order or an Addendum says otherwise.

14.2 Either of us may end the agreement immediately by written notice if the other commits a material breach and does not fix it within 30 days of being told about it, or becomes insolvent.

14.3 We may suspend your access if you breach clause 4.6 or the Acceptable Use Policy, or if we need to for security or legal reasons. We will tell you why where we can, and restore access once the problem is fixed. We may end the agreement by written notice if it becomes unlawful for us to provide the Platform.

14.4 If you end the agreement under clause 14.2, or we end it because providing the Platform has become unlawful, we will refund any fees you paid for the period after it ends, worked out day by day. If we end it under clause 14.2 because of your breach, you owe the fees for the rest of the Term and we do not refund fees already paid.

14.5 Clauses 4.4, 4.5, 6, 9, 10.1, 12, 13, 14 and 15 continue after the agreement ends.

15. General

15.1 Disputes. If we disagree, we will first try to resolve it in good faith. Raise it with support@yourakili.com, and senior contacts from each side will meet within 10 business days. If that does not resolve it, either of us may go to court under clause 15.2. Either of us may seek urgent court relief at any time.

15.2 Governing law and courts.

If the billing address you give us is in the United Kingdom, these Terms and any dispute arising from them are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
In all other cases, these Terms and any dispute arising from them are governed by the law of the Republic of Estonia, and Harju County Court (Harju Maakohus) in Tallinn has exclusive jurisdiction.
The United Nations Convention on Contracts for the International Sale of Goods does not apply.

15.3 Subcontractors. We may use subcontractors, including cloud and artificial intelligence providers, as listed in our Sub-processor Register. We remain responsible for their work.

15.4 Assignment. You may not transfer these Terms without our written consent. We may transfer them to a group company, or to a successor to the Platform or our business, by giving you notice.

15.5 Events beyond our control. Neither of us is liable for a delay or failure caused by an event beyond our reasonable control. This does not excuse late payment of fees.

15.6 Notices. Notices must be in writing and sent by email to the addresses in the Order, or to the email address associated with your account. Our address for notices is support@yourakili.com.

15.7 Whole agreement. The documents listed in clause 1.4 are the whole agreement between us and replace anything said or written before. Nothing in this clause limits liability for fraud.

15.8 Third parties. No one other than you and us has any right to enforce these Terms.

15.9 Severability and waiver. If a clause is unenforceable, the rest still applies. A delay in enforcing a right is not a waiver of it.

15.10 Language. These Terms are written in English. If they are translated, the English version prevails.

16. Changes to these Terms

16.1 We may update these Terms. Changes that do not materially reduce your rights take effect when we publish them.

16.2 We will give you at least 30 days’ written notice of a change that materially reduces your rights. If you are on monthly billing, the change applies from your next billing month, and you can cancel under clause 2.4 before it takes effect. If you are on a fixed Term, we will either apply the change from your next renewal, or apply it on the date stated in our notice. In the second case, if you object in writing before that date, you can end the agreement on that date, and clause 14.4 applies as if you had ended it under clause 14.2.

16.3 We may apply a change sooner, including during a fixed Term, where the law or a third-party platform’s rules require it. Clause 16.2 applies to your right to object.

16.4 Changes to an Order or Addendum need both of us to agree in writing.

17. Contact

Questions and notices: support@yourakili.com
Privacy, data protection and sub-processor notices: privacy@yourakili.com
Post: 12Kobo OÜ, Tornimäe tn 5, 10145 Tallinn, Estonia

All legal documents Version 1.0, effective 27 October 2026