Grounded

Terms of Service

Effective date: 2026-05-11 · Last updated: 2026-05-11

These Terms of Service (“Terms”) govern your access to and use of the Grounded service (the “Service”) provided by Łukasz Zapolski, a sole proprietor (jednoosobowa działalność gospodarcza) registered in the Polish Central Register of Business Activity (CEIDG), trading under the business name Łukasz Zapolski, with principal place of business at Karola Łoniewskiego 9, 05-830 Kajetany, Poland, NIP 5342588163 (“Grounded”, “we”, “us”). By creating an account or using the Service, you agree to these Terms. If you are using the Service on behalf of an organization, you represent that you have authority to bind that organization, and “you” refers to that organization.

1. The Service

Grounded lets you train and operate AI customer-support chatbots on content you provide (URLs, documents, etc.) and embed them on your website. We continually improve the Service and may add, modify or remove features; we will not make material reductions to paid features without reasonable notice.

2. Account and eligibility

  • You must be at least 18 years old to use the Service.
  • You are responsible for the accuracy of your account information and for keeping your credentials and API keys confidential.
  • You are responsible for all activity that occurs under your account, including actions taken by team members you invite.
  • Notify us promptly at hello@grounded.sh of any unauthorised use of your account.

3. Subscriptions, fees and overage

  • The Service is offered on monthly or yearly subscriptions (Starter, Pro, Business). Current pricing is on our pricing page.
  • Fees are billed in advance via Stripe and are non-refundable except where required by law.
  • Each plan includes a monthly message allowance. If you exceed it, overage billing may apply if you have enabled it (you will be charged the per-1,000-message rate listed on the pricing page). If overage is not enabled, the Service will stop responding to new messages until the next billing period or until you upgrade.
  • We may change pricing with at least 30 days’ notice; changes take effect at your next renewal.
  • Taxes (including VAT) are added where applicable. Stripe collects payment on our behalf; payment is also subject to Stripe’s terms.
  • You may cancel at any time from your billing settings or the Stripe customer portal. Cancellation takes effect at the end of the current billing period.

4. Your content and licence to us

You retain all rights to the content you upload to the Service (documents, URLs, chatbot configuration, etc.) (“Customer Content”). You grant us a worldwide, non-exclusive, royalty-free licence to host, process, transmit and display Customer Content solely to provide and improve the Service for you.

We do not use Customer Content to train AI models, ours or third-party. Our AI sub-processors (OpenAI, Cohere) are bound by their API terms which prohibit training on customer data.

You represent and warrant that you have all rights necessary to upload and process the Customer Content via the Service, including any third-party content you index (e.g. URLs you crawl).

5. End users of your chatbots

You are responsible for your relationship with the end users of the chatbots you operate, including providing them with a privacy notice that describes the processing performed via Grounded and obtaining any consent required by applicable law.

For end-user personal data processed via the Service, we act as a data processor on your behalf under a Data Processing Agreement (DPA), which is incorporated into these Terms by reference and available on request from privacy@grounded.sh.

6. Acceptable use

You agree not to use the Service to:

  • Violate any law, regulation, or third-party right.
  • Process content that is unlawful, defamatory, infringing, obscene, harassing, or that incites violence.
  • Provide medical, legal, or financial advice without complying with applicable regulations.
  • Build a chatbot that impersonates a person without their consent, or that misleads end users about whether they are speaking with a human.
  • Probe, scan, or test the vulnerability of the Service, or breach security or authentication measures, without our written permission.
  • Reverse engineer, decompile, or extract our source code, except where allowed by mandatory law.
  • Resell or sublicense the Service except as expressly permitted in writing.
  • Submit content containing malware, or use the Service to send spam.
  • Use the Service to develop a competing product.
  • Exceed reasonable use of the API or attempt to circumvent rate limits or plan quotas.

We may suspend or terminate accounts that violate this section. For serious violations we may act immediately and without notice.

7. Service availability and support

We aim for high availability but do not guarantee uninterrupted service. We provide email support at hello@grounded.sh. Response time commitments, if any, are stated on the pricing page or in a written agreement.

8. Third-party services

The Service relies on third-party providers (e.g. OpenAI, Cohere, Stripe, Supabase, Vercel) listed in our Privacy Policy. We are not responsible for interruptions, errors or changes caused by these providers, but we will use reasonable efforts to mitigate them.

9. Intellectual property

The Service, including its software, design, documentation and trademarks, is owned by Grounded and protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable licence to use the Service in accordance with these Terms during the subscription period. All rights not expressly granted are reserved.

If you provide feedback or suggestions, you grant us a perpetual, royalty-free licence to use them without obligation.

10. AI outputs and accuracy

The Service generates responses using large language models and retrieval from your indexed content. While we apply citation verification and refusal logic to minimise hallucination, AI outputs may still be inaccurate, incomplete or unsuitable for a particular purpose. You are responsible for reviewing outputs before relying on them and for informing your end users that they are interacting with an AI system.

11. Disclaimers

To the maximum extent permitted by law, the Service is provided “as is” and “as available”, without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose, non-infringement, and uninterrupted operation.

12. Limitation of liability

To the maximum extent permitted by law:

  • Neither party is liable for indirect, incidental, consequential, special, or punitive damages, or for lost profits, revenue, data or goodwill.
  • Our aggregate liability arising out of or relating to these Terms or the Service is capped at the fees you paid to us in the 12 months immediately preceding the event giving rise to the claim.
  • These limits do not apply to liability that cannot be excluded by law (e.g. wilful misconduct, gross negligence, or personal injury).

13. Indemnity

You will defend, indemnify and hold harmless Grounded from any third-party claims arising from (a) Customer Content, (b) your use of the Service in violation of these Terms or applicable law, or (c) your relationship with your end users. We will defend you against third-party claims that the Service, as delivered by us, infringes a third party’s IP rights, subject to the limitations of section 12.

14. Term and termination

  • These Terms apply for as long as you have an account. Either party may terminate for material breach if not cured within 30 days of written notice.
  • We may suspend or terminate the Service immediately for non-payment, violations of section 6 (acceptable use), or legal reasons.
  • On termination, your access ceases and Customer Content is deleted in accordance with our retention schedule in the Privacy Policy. You can request an export of your data before termination.
  • Sections that by their nature should survive (IP, liability, indemnity, governing law) survive termination.

15. Changes to these Terms

We may update these Terms from time to time. If we make material changes, we will notify you by email or via the Service at least 14 days before they take effect. Continued use of the Service after the effective date constitutes acceptance.

16. Governing law and disputes

These Terms are governed by the laws of Poland, excluding conflict-of-laws rules and the UN Convention on Contracts for the International Sale of Goods. Any dispute arising out of or relating to these Terms shall be submitted to the exclusive jurisdiction of the Polish common courts having jurisdiction over Grounded’s principal place of business (Kajetany, Poland), except that consumers may also bring proceedings in their country of residence under applicable mandatory law.

Where required by Polish law, consumers may use the European Commission’s online dispute resolution platform at ec.europa.eu/consumers/odr.

17. Miscellaneous

  • Entire agreement. These Terms (with the Privacy Policy and DPA) are the entire agreement between you and us regarding the Service.
  • Severability. If any provision is unenforceable, the rest remain in effect.
  • No waiver. Failure to enforce a right is not a waiver of it.
  • Assignment. You may not assign these Terms without our consent. We may assign them in connection with a merger, acquisition or sale of assets.
  • Notices. We send notices to your registered email; you send notices to hello@grounded.sh.
  • Force majeure. Neither party is liable for failure to perform due to events beyond reasonable control.

18. Contact