1. Parties and acceptance
These terms form a binding agreement between the customer organisation ("Customer", "you") and the Muster operating entity ("Muster", "we"). By creating an account or signing an order form that references these terms, an authorised representative of the Customer accepts them on its behalf.
2. The service
Muster is a software-as-a-service product that monitors a Customer-authorised shared email inbox, retrieves relevant SharePoint policy evidence, drafts employee email answers using self-hosted language models, and sends those answers from the connected mailbox. By default Muster operates autonomously: when retrieval confidence falls below the Customer-configured threshold, drafts are held for human handling rather than sent. The Customer may also enable review mode, in which every draft is routed to an authorised reviewer for approval, edit, or rejection before sending. Specific features and entitlements are defined in your order form or subscription plan.
3. Accounts and access
- The Customer is responsible for the activity of users it invites into its tenant, including configuration choices and role assignments.
- The Customer must keep credentials confidential and notify us promptly of any suspected unauthorised access.
- Each shared inbox requires a paid subscription unless the order form explicitly allows otherwise.
4. Acceptable use
The Customer will not, and will not permit any user to:
- Use Muster for unlawful, infringing, or harmful purposes.
- Reverse engineer, decompile, or attempt to extract the underlying source code, except to the extent permitted by mandatory law.
- Resell, sublicense, or otherwise commercially redistribute the service without a written agreement.
- Upload data that the Customer does not have the right to process, including personal data without an appropriate lawful basis.
- Introduce malware, attempt to circumvent rate limits, or interfere with the integrity or performance of the service.
5. Customer data
The Customer retains all rights, title, and interest in the data it uploads or generates inside its tenant. We process Customer data on the Customer's behalf as a processor, under the terms set out in the Data Processing Addendum.
6. Fees and billing
- Fees are set out in the order form or pricing page and are invoiced in advance for the agreed billing period.
- Payment is due within 30 days of invoice unless the order form states otherwise. Overdue amounts may accrue statutory interest.
- Fees are exclusive of VAT and similar taxes, which the Customer is responsible for as required by local law.
7. Term and termination
The agreement runs for the term stated in the order form and renews automatically unless either party gives at least 30 days written notice before the renewal date. Either party may terminate for material breach not cured within 30 days of written notice. On termination, we will make Customer data available for export for 30 days, after which we will delete or return it as set out in the Data Processing Addendum.
8. Confidentiality
Each party will protect the other's confidential information with at least the same care it uses for its own, and will not disclose it except to personnel and advisors who need to know and are bound by confidentiality obligations.
9. Service levels and support
Standard support is available by email at hello@muster.team on business days. Specific service-level commitments, if any, are set out in the order form or a separate SLA document.
10. Warranties and disclaimers
We will provide the service with reasonable skill and care. Except as expressly stated, the service is provided "as is". We do not warrant that the service will be uninterrupted or error-free, or that AI-generated outputs will be accurate, complete, or fit for any particular purpose. The Customer is responsible for the quality of the policy documents it makes available to Muster, for the confidence threshold and operating mode (autonomous or review) it configures, and for the content of any answer sent from a Customer-authorised mailbox. Review mode is available in every plan and inserts an authorised reviewer between draft and send when the Customer requires that control.
11. Limitation of liability
To the maximum extent permitted by law, neither party is liable for indirect, special, incidental, or consequential damages, or for lost profits, revenues, goodwill, or data. Each party's aggregate liability under the agreement is capped at the fees paid or payable by the Customer in the 12 months preceding the event giving rise to the claim. Nothing in this section limits liability for fraud, gross negligence, wilful misconduct, or any liability that cannot be limited under mandatory law.
12. Indemnity
We will defend the Customer against third-party claims that authorised use of the service infringes a third party's intellectual property rights, subject to standard procedural conditions and exclusions. The Customer will defend us against claims arising from its data or its breach of the acceptable use clause.
13. Changes to these terms
We may update these terms from time to time. Material changes will be communicated to tenant administrators at least 30 days before they take effect. Continued use of the service after that date constitutes acceptance of the updated terms.
14. Governing law
The agreement is governed by the laws of the European Union member state in which Muster is incorporated, and disputes will be resolved by the competent courts of that jurisdiction. The specific jurisdiction will be confirmed once the operating entity is registered.
15. Contact
For questions about these terms: hello@muster.team.