Terms of Service

The service

The service is a cloud knowledge platform that, at the customer’s direction, connects with read‑only access to systems the customer designates — chat tools, document stores, Claude — processes the material retrieved from them, and makes it answerable with citations through a web application, an MCP endpoint, APIs, and an optional desktop connector. It ingests read‑only and honors permissions as they exist at the source; where it writes back — Slack replies and scheduled briefings — it does so only as the customer configures.

Access is for individuals the customer authorizes, for the customer’s own internal business purposes. Use may be extended to affiliates, with the customer remaining responsible for their compliance and for all fees.

Masora owns the service, its software, the connector, and all related intellectual property. No rights are granted except those stated here, and the customer does not receive the underlying code. The connector is licensed for the term, non‑exclusive and non‑transferable, solely to use the service.

Parts of the service are beta. Masora may modify the service to improve it and will not materially reduce core functionality during a paid subscription period. The content and data commitments below apply to beta features identically.

Connected sources

The customer authorizes Masora to access connected sources using the credentials or tokens provided, and may disconnect any source at any time, with the deletion consequences described below.

The customer represents that it has the rights and lawful bases to connect each source and to have Masora process what is in it; that it has given the notices and obtained the consents its personnel and other data subjects are owed under applicable law; and that its use complies with the terms of each connected source.

Connected sources are not part of the service. Masora doesn’t control them and isn’t responsible for their availability, their review or approval requirements, or changes they make.

Restrictions

The customer will not, and won’t permit others to:

• Copy, modify, or create derivative works of the service or connector.
• Reverse engineer or attempt to extract source code, non‑public APIs, or underlying algorithms, except where that restriction is prohibited by law.
• Sell, rent, sublicense, or provide the service to anyone other than authorized users.
• Remove proprietary notices.
• Use the service to break the law, including sanctions, employment, surveillance, and data protection law.
• Disrupt the service, test its security without written authorization, or introduce malicious code.
• Use the service to build a competing product, or attempt to reach another customer’s data.

If use threatens the security or availability of the service, Masora may suspend access — using reasonable efforts to give notice and a chance to cure first, to limit suspension to the accounts involved, and to restore access once resolved.

Customer content

Ownership. Customer content means the material retrieved from connected sources, content shared through the connector, the queries and answers produced in the workspace, and data derived from any of it — indexes, embeddings, distilled summaries. As between the parties, the customer owns all of it, and grants Masora a license to host, process, transmit, and display it solely to provide and secure the service, to comply with law, and as the customer otherwise instructs in writing.

No training. Masora will not use customer content to train, fine‑tune, or improve any model made available to anyone other than that customer, and will not permit its model providers to do so. A model expressly commissioned on a customer’s own content is built solely for and delivered solely to that customer.

Data protection. Masora processes customer content as the customer’s processor under our data processing agreement, and maintains the safeguards described there and on the security page: encryption in transit and at rest, per‑customer isolation, and access logging.

Deletion and export. Disconnect a source and its credential is erased immediately; content already derived from it is deleted when the customer asks, as a separate explicit step. Deletions at the source propagate on a schedule. On termination the customer may export everything for thirty days, after which Masora deletes customer content within thirty days, except where law requires retention.

Usage data. Masora may use aggregated, de‑identified operational metrics — query volumes, latency, feature usage — that contain no customer content and identify no one, to operate and improve the service. This does not permit identifying a customer as their source.

Fees and payment

The customer pays the fees stated in the applicable order, in US dollars unless stated otherwise. Except as expressly provided here, payment obligations are non‑cancelable and fees are non‑refundable. Fee changes take effect at the next renewal with prior notice, and the customer may decline renewal.

Fees are charged through our payment processor, and recurring charges are authorized until the subscription is cancelled. Keeping payment details current is the customer’s responsibility; non‑payment may lead to suspension after notice. Billing disputes must be raised within sixty days of the first statement showing the amount. Fees exclude taxes, which are the customer’s responsibility other than taxes on Masora’s own income, property, and employees.

Term and termination

The agreement begins at the subscription start date or first use of the service, whichever is earlier, and continues through all subscription periods and any period of use. Renewal follows the order or plan settings; the customer may cancel renewal in‑product or by writing to hello@masora.com.

Either party may terminate on written notice if the other materially breaches and fails to cure within thirty days. If the customer terminates for Masora’s uncured breach, Masora refunds prepaid, unused fees for the remainder of the period; if Masora terminates for the customer’s uncured breach, the customer pays unpaid fees for that remainder. On termination all licenses end and the deletion and export terms apply.

The sections on ownership, restrictions, no training, deletion and export, usage data, fees, effect of termination, and everything from warranties onward survive termination.

Warranties and disclaimers

Each party represents that it has authority to enter this agreement. The customer represents that its content and its connection of sources comply with applicable law and the connected‑sources section above.

The service generates answers and summaries using artificial intelligence applied to customer content. Outputs may contain errors, omissions, or outdated information notwithstanding citations and abstention features. Outputs are not professional, legal, financial, or medical advice. The customer is responsible for reviewing cited sources and verifying outputs before relying on them.

Except as expressly provided here, the service and all related components are provided “as is” and “as available,” and Masora disclaims all warranties, express or implied, including merchantability, title, fitness for a particular purpose, and non‑infringement. Masora does not warrant that the service will be uninterrupted, timely, secure, or error‑free. These disclaimers apply only to the extent permitted by law.

Limitation of liability

Except for the customer’s breach of the restrictions, either party’s indemnification obligations, or a party’s gross negligence, willful misconduct, or fraud, neither party will be liable for indirect, special, incidental, or consequential damages — including lost profits, revenue, goodwill, or data — even if advised of their possibility, or for aggregate damages exceeding the fees paid or payable for the service in the twelve months preceding the claim. These limits apply notwithstanding any failure of essential purpose of any limited remedy.

Indemnification

Masora will defend the customer against third‑party claims that the service, as provided and used in accordance with this agreement, infringes intellectual property rights, and will pay approved settlements or final judgments. This doesn’t cover claims arising from combinations with things Masora didn’t provide, or from use outside this agreement or the documentation.

The customer will defend Masora against third‑party claims arising from customer content, its connection of sources, or its breach of the connected‑sources section, and will pay approved settlements or final judgments.

Either way, the indemnified party must give prompt written notice, grant sole control of defense and settlement — no settlement imposing non‑monetary obligations on the indemnified party without its consent — and provide reasonable assistance at the indemnifying party’s expense.

If the service becomes subject to an infringement claim, Masora may secure the right to continue using it, modify or replace it with equivalent functionality, or terminate and refund prepaid, unused fees. This section is Masora’s entire liability and the customer’s exclusive remedy for intellectual‑property infringement.

Confidentiality

Confidential information is non‑public information disclosed by one party to the other that reasonably should be understood as confidential. The customer’s includes its content; Masora’s includes non‑public information about the service. This agreement and any orders are confidential to both. Excluded: information that is or becomes public without breach, was already known, came from a third party without breach, or was independently developed.

The receiving party will protect it with at least reasonable care, use it only to perform under this agreement, and limit access to representatives under equivalent obligations. Either party may disclose the existence of the relationship to prospective investors or acquirers under standard confidentiality terms.

Disclosure required by law is permitted, with prior notice where legally allowed and reasonable assistance, at the disclosing party’s cost, to contest or narrow it.

Feedback about the service, excluding customer content, may be used by Masora without restriction or attribution.

General

• Publicity. Masora may use a customer’s name and logo in customer lists and marketing only with prior written consent.
• Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control.
• Changes. Masora may modify these terms with at least thirty days’ notice by email or in‑product, posting the revised version here. Continued use after the effective date is acceptance; a material adverse change entitles the customer to terminate and be refunded prepaid, unused fees.
• Relationship. The parties are independent contractors, and there are no third‑party beneficiaries.
• Notices. To Masora at hello@masora.com; to the customer at the email addresses on its account or by in‑product notice. Email notices are deemed given the next business day, in‑product notices the same day.
• Waiver and severability. No waiver is effective unless written. An unenforceable provision is modified to best accomplish its objective, and the rest stands.
• Assignment. Neither party may assign without the other’s consent, not to be unreasonably withheld, except in a merger, reorganization, or sale of substantially all assets.
• Entire agreement. This, together with the data processing agreement, any orders, and the policies referenced here, is the entire agreement on its subject matter and supersedes what came before.