Terms and Conditions

1. Who we are

These Terms and Conditions govern access to and use of the services offered by Musa Guide Limited, company number 16307651, registered in England and Wales. Registered address: 86 to 90 Paul Street, London, EC2A 4NE, United Kingdom. Support and legal notices: hi@musa.guide. UK VAT number: GB490382284.

Musa Guide Limited is the primary contracting entity for the Service. We also operate through our United States subsidiary, Musa Guide Inc., where applicable. References to Musa Guide, we, or us mean Musa Guide Limited and its affiliates, including Musa Guide Inc.

Payments may be processed by Paddle.com acting as Merchant of Record or by Stripe acting as our payment processor. When Paddle is used, Paddle provides billing support and handles returns that we approve, and charges may appear on your statement as PADDLE.NET followed by our product name. When Stripe is used, Musa Guide Limited (UK) or its subsidiary Musa Guide Inc. (US) is the merchant of record and Stripe processes the payment. Depending on your location, the applicable processor may vary. Your checkout page and your receipt will clearly show who is processing your payment and who the merchant of record is.

2. What we offer

B2C. Time limited access to AI powered audio tours that work as a drop in replacement for traditional audio guides. A tour contains multiple stops with audio or AI generated content. You buy one time access for a limited period of 24 hours from the Start Event. B2B. Credits that allow venues to give visitors access to tours. Each visitor who starts a tour consumes one credit. We may also offer monthly subscriptions for advanced analytics and related features. Where applicable, we may share revenue with participating venues based on usage.

Experience types. Musa Guide experiences may be designed either for on-site use at a physical venue or for remote use from anywhere. Unless clearly described as remote during onboarding, tours are presumed to be on-site and intended for use at the location they describe. It is the customer’s responsibility to ensure that the purchase matches their intended use and physical location before purchase. If a customer accesses an on-site experience remotely, the purchase may be reclassified or cancelled.

3. Age and who may use the Service

You must be 16 years or older to use the Service. If you are under 18 you confirm that a parent or legal guardian has reviewed and agreed to these Terms for you. The Service is offered worldwide except where prohibited by sanctions or export control rules stated in section 20.

4. Accounts and access

You can browse without signing in. To start a paid tour you provide an email address to receive a magic link, or we associate your email with your account at purchase. You are responsible for the security of your device and for keeping any access links confidential. Do not share magic links or access codes. We may suspend or terminate access for breach of these Terms.

Account creation and identifiers. We may create an account for you automatically when you start a tour or make a purchase. This account may begin as anonymous and be identified by a device or session identifier. When you provide an email or complete a purchase, we may associate that email with your account so you can receive access links, receipts, and support. Linking an email does not extend the access window in section 5 and does not transfer access to another person. If you use a free tour without providing an email, some features may be unavailable.

Location bound access. On-Site experiences are location bound and must be unlocked on site using a venue QR code or similar method. These experiences are intended for use only within or in the immediate vicinity of the participating venue. Attempting to access or continue a location bound tour outside the designated area is not permitted, and we may block or end the session. Offsite access may interfere with tax compliance and is prohibited. You agree not to attempt to bypass any geofencing, network, or location checks. We may use approximate location signals and device network information to enforce these restrictions and for tax compliance as described in section 21.

5. Access window and fair use

Your purchase grants time limited access to a specific tour for 24 hours from the Start Event. We apply a fair use policy. We may suspend or end access for abuse, including automated scraping, excessive or abusive prompts, or attempts to bypass limits.

Start Event means the moment you begin a tour session by pressing any control that starts a tour, for example a button labeled I am ready, Start tour, or New chat, which creates a chat and initiates delivery of the first AI message or audio segment. Our systems log the Start Event time.

6. Pricing, currency, and taxes

Prices for tours may be set by venue users of the Musa Guide platform or by Musa Guide Limited, depending on the commercial model. For example, where a venue chooses not to pay for the software, Musa Guide Limited may set the visitor price and collect all amounts. Applicable taxes are determined accordingly, including whether the experience is On-Site or Remote, and are shown in the price where required or otherwise clearly before you pay. Currencies offered and final amounts are shown before you pay. In the UK and EU, all consumer facing prices are displayed inclusive of VAT and any other compulsory taxes wherever we show a price. Where the applicable VAT rate depends on your location, the price updates after you select your country and remains VAT inclusive before you confirm payment. In the US and some other regions, applicable taxes may be added at checkout. We flag any such taxes before checkout and the final amount including taxes is always shown before you pay.

7. Acceptable use

You agree not to do any of the following. Illegal activity. Harassment, hate, or defamation. Disruption of venues, staff, or other visitors. Scraping, bulk exporting, or automated calls to the Service. Reverse engineering, decompiling, or circumventing technical limits. Security testing without written consent. Reselling or sharing access. Spamming prompts or attempting to poison models. Uploading malware or harmful code. Any use that violates sanctions or export rules. Bypassing geofencing, network, or location checks for location bound tours.

8. Content and intellectual property

Our IP and your license. The Service, the tours, audio, software, and other materials are owned by Musa Guide and its licensors. Subject to these Terms, we grant you a limited, non exclusive, non transferable, non sublicensable license to use the Service and the tour you purchased during the access window.

AI outputs for B2C users. You may use AI answers and generated content for personal, non commercial use. You may share screenshots or short clips on social media for personal purposes if they are accurate, non deceptive, and not hateful. You must not use outputs for commercial purposes without our written permission. AI outputs are informational only. See section 15.

Business customer uploads. As between you and us, Musa Guide owns all content uploaded by business customers to the Service, including text, audio, and metadata that form part of a tour. You represent and warrant that you have all rights needed to assign ownership of uploaded content to us. We will not disclose your non public business content to competitor venues in a way that enables them to copy your tour. This does not limit our ability to use learnings and analytics across the platform. If you need different ownership terms, contact us before uploading.

User content license to Musa Guide. If you submit prompts, reviews, photos, feedback, or suggestions, you grant Musa Guide a worldwide, royalty free license to host, store, reproduce, modify, create derivative works, and display that content to operate and improve the Service. We may use anonymized or aggregate content in marketing. We will only attribute testimonials to you with your explicit consent.

9. Offline copies and promotional clips

Downloading, screen recording, and audio recording of tours or outputs is not allowed. Museums and partners may request prior written permission to record promotional material. No fixed clip length is granted. Do not publish any recording without our written approval.

10. Third party services and storefronts

The Service may link to or integrate third party services. Their terms and privacy rules apply. If you obtain the Service through Apple App Store, Google Play, or another storefront in the future, the store terms may apply and may override parts of these Terms for purchases made through that store.

11. Support

Buyer support is available by email at hi@musa.guide. We do not offer a service level agreement. We try to respond as quickly as possible based on request volume.

12. Data export for B2B

We do not provide a standard export of content or analytics on termination. If you need data export, email hi@musa.guide. We may provide an export on a case by case basis.

13. Safety, venue rules, and informational use

The tours and AI outputs are informational only. They are not safety instructions, navigation, or professional advice. You must follow local laws and venue rules, stay aware of your surroundings, and not use the Service while driving, cycling, or in any situation where distraction could cause harm. You are responsible for your device condition, settings, battery life, and data charges. We do not control third party venues or conditions on site.

14. Disclaimers and limitation of liability

What we do not cover. To the maximum extent permitted by law, we are not liable for any indirect, special, incidental, consequential, exemplary, or punitive damages. This includes lost profits, revenue, goodwill, data loss, business interruption, substitution costs, travel or accommodation costs, or missed ticket slots.

Caps on direct damages. Free use. Our total liability for all claims arising from free use of the Service is capped at 0.01 USD. Consumers paid purchases. For any claim relating to a specific purchase, our total liability is capped at the amount you paid for that purchase, in the currency you paid. Business customers. For any claim, our total liability is capped at the fees actually paid to Musa Guide under these Terms in the twelve months before the event giving rise to the claim, in aggregate. These limits apply even if a remedy fails of its essential purpose, to the extent permitted by law.

Mandatory carve outs. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot be limited or excluded under applicable law. For consumers, your statutory rights are not affected.

Who this applies to. Consumer means an individual acting wholly or mainly outside their trade, business, craft, or profession. Business customer means an organization or an individual acting for business purposes.

15. Voice input

Some features may ask for microphone access for voice questions. By using voice input you consent to the capture and processing of your audio for transcription and service delivery. We use third party processors to transcribe audio. We do not store raw audio longer than necessary to provide the Service. Do not share sensitive information in voice input. We do not accept liability for transcription errors or the actions of third party processors except as required by law.

16. Changes to the Service and these Terms

We may add or remove features or content. We may discontinue or suspend parts of the Service. If we discontinue the Service entirely, see section 19 for the effect on credits.

We may update these Terms. The version posted on this page applies at the time you purchase or access a tour, or at the next renewal for subscriptions. We do not promise advance notice. If you continue to use the Service after the effective date, you agree to the updated Terms.

17. Governing law and disputes

These Terms and any non contractual disputes or claims are governed by the laws of England and Wales.

For consumers. The courts of your home country may have rights that cannot be limited. You and we may bring claims in the courts of England and Wales or in your local courts. Local mandatory consumer protections still apply.

For business customers. The courts of England and Wales have exclusive jurisdiction.

18. Intellectual property claims

Report alleged copyright or trademark infringement to hi@musa.guide with your contact details, a description of the work, the location of the material, and a statement that you believe in good faith that the use is not authorized. We may remove content at our discretion.

19. Refunds and cancellations

Consumers B2C

Before start. If you are a UK or EU consumer and you have not triggered the Start Event, you may cancel within 14 days of purchase by emailing hi@musa.guide.

Immediate access and waiver. Before starting a tour we display this notice directly above the start button. Starting now gives you immediate access and means you lose the 14 day withdrawal right once the tour begins. By tapping the start button, you consent to immediate supply and acknowledge the loss of the 14 day withdrawal right. We provide confirmation on a durable medium such as email or a downloadable receipt.

After start. All sales are final once the Start Event occurs, except where the tour does not work as described or suffers a verified technical failure. We will first try to fix the issue or extend access. If we cannot reasonably resolve it, we will refund the purchase price.

Partial refunds. We may issue partial refunds where appropriate, for example if a tour partly fails.

Duplicates and accidental purchases. We will refund duplicate or accidental purchases on request if unused.

Processing time and method. When we approve a refund, we aim to send funds within 30 days via the original payment method. Refunds are issued through the same processor used for your order, either Paddle or Stripe, as shown on your checkout and receipt.

Fees. Where the law allows, refunds exclude non recoverable payment processing fees or currency conversion costs that we have already incurred and cannot recover from processors. If Paddle or Stripe returns those amounts to us, we will pass them on to you in the refund. Your statutory rights are not affected.

How to request a refund. Email hi@musa.guide with your order details and a description of the issue. Include any error messages or screenshots so we can verify and resolve quickly. Useful information includes device model, operating system version, browser version, date and time of the issue, and steps to reproduce.

Chargebacks. Please contact us first to resolve any issue. We reserve the right to dispute chargebacks that are fraudulent or improper.

Business customers B2B

Credits. Credits are non refundable. One visitor starting a tour deducts one credit. Credits do not expire while we operate the Service. If we permanently discontinue the Service or cease operations, any unused credits expire on the service termination date.

Subscriptions. Monthly subscriptions auto renew each month on the billing date. You may cancel at any time to stop the next renewal. There is no proration or refund for partial periods. Access continues through the end of the paid term.

Downtime. We do not provide monetary compensation or service credits for downtime. We will use reasonable efforts to restore service promptly.

20. Sanctions and export controls

You may not use the Service if you are located in, ordinarily resident in, or a government of, a country or region subject to comprehensive sanctions. You may not use the Service if you are on a government restricted or denied party list. You must not export or re export the Service in violation of UK, EU, or US export control laws.

21. Privacy and cookies

Who is the controller. Musa Guide Limited is the controller for personal data that we collect and process to provide the Service. For payments and fraud checks, Paddle acts as an independent controller. Where we use Stripe to process payments, Stripe acts as our processor and may act as an independent controller for certain anti fraud and compliance activities.

What data we collect. Depending on how you use the Service we may collect account email, name, billing country, purchase history, anonymous account identifiers, device or session identifiers, temporary authentication tokens such as magic link tokens, payment status tokens from Paddle or Stripe, device information, IP address, approximate location, AI prompts and outputs, tour interaction logs, microphone audio for voice which is processed and not kept longer than needed, support emails, and error logs. We may associate an email address with an account that was created automatically for you to enable access, receipts, and support. Third party vendors such as Paddle and Stripe may derive location or risk signals from your device and network. We may receive those signals to provide and secure the Service.

Why we use your data. We process data to provide and improve the Service, to personalize tours and answer questions, to process payments and prevent fraud, to communicate with you, to comply with law, and to defend legal claims. Legal bases for processing in the UK and EU include contract, legitimate interests, consent for marketing emails and any non essential cookies, legal obligation for tax and accounting, and the establishment and defense of legal claims.

Marketing emails. We only send marketing emails with your consent. Every marketing email includes an unsubscribe link. You can also email hi@musa.guide to opt out. Receipts and service messages may still be sent.

International transfers. Primary hosting and databases are with Supabase in the United States, with frontend hosting on Vercel. Where personal data is transferred outside the UK or EEA, we rely on Standard Contractual Clauses with a UK Addendum or other lawful transfer mechanisms.

Retention. Visitor interaction data such as prompts and tour logs are retained for 12 months by default, then anonymized or deleted. Purchase and tax records are kept for at least 6 years as required by law. Raw voice audio is not stored beyond processing for transcription and delivery. Support emails are typically kept for up to 24 months. Backups follow platform retention and are stored for 7 to 30 days depending on configuration. If you ask us to delete your data, we delete in production and any residual data in backups is kept beyond use until the backup expires, then it is not restored.

Security. We use reasonable technical and organizational measures, including encryption in transit and at rest where supported, access controls, role based access, short lived tokens, rate limiting, daily encrypted backups, monitored infrastructure, and tested restore procedures. Production is hosted on Supabase on AWS grade infrastructure. Frontend is served on Vercel's edge network. We continuously review dependencies and follow a separate staging and production workflow with code review and automated testing.

Children's privacy. The Service is not directed to anyone under 16 and we do not knowingly collect data from children under 16. If you believe we collected such data, contact hi@musa.guide and we will delete it.

Automated decision making. We do not make automated decisions that produce legal or similarly significant effects on you.

AI processing and improvements. We may use de identified prompts and outputs to operate and improve the Service and our models. We do not use your data for third party advertising. Business customers who need different terms can contact us to discuss enterprise arrangements.

Vendors and data recipients. We use service providers that process data for us. Key providers include Supabase for database and authentication, Vercel for hosting and performance analytics, OpenRouter to route AI requests, AI model providers such as OpenAI and others available through OpenRouter for inference, email delivery providers for transactional and optional marketing emails, and error or log processing providers. Paddle is the Merchant of Record for some orders. Stripe is our payment processor for some orders.

Analytics and ads. We currently use Vercel Web Analytics which is privacy friendly and does not use cookies. If we add any analytics or ads tools that require consent in the UK or EU, we will request consent before setting non essential cookies.

Cookies. We use only essential cookies at this time. Examples include authentication cookies set by Supabase and a language or locale cookie. Paddle and Stripe may set their own cookies on their checkout pages for security and payment processing. If we introduce non essential cookies, we will request consent in the UK and EU before setting them.

Your rights. You have rights under data protection laws, including access, correction, deletion, objection to certain processing, and portability in some cases. To make a request email hi@musa.guide. We may ask for information to verify your identity. We aim to respond within 30 days.

California privacy. We expect some users to be California consumers. We do not sell or share personal information for cross context behavioral advertising. We honor applicable browser level opt out signals such as Global Privacy Control.

Contact for privacy. Email hi@musa.guide for any privacy questions or requests.

22. Payments, processors, and Merchant of Record

Musa Guide uses various payment processors. Your checkout page and receipt clearly identify the payment processor used and the merchant of record. If you need more detail, contact us at hi@musa.guide.

Paddle

For orders processed by Paddle.com, Paddle acts as Merchant of Record, provides billing support, and handles returns that we approve. Charges may appear on your statement as PADDLE.NET followed by our product name.

Stripe UK

For orders processed by Stripe Payments UK Limited, Stripe provides payment processing and related anti fraud checks. Musa Guide Limited is the merchant of record. Your card statement may reference Musa Guide or STRIPE with required descriptors.

Stripe US

For orders processed by Stripe, Inc., Stripe provides payment processing and related anti fraud checks. Musa Guide Inc. is the merchant of record. Your card statement may reference Musa Guide or STRIPE with required descriptors.

23. Credits and service changes

We may add or remove features or content and may change pricing. If we discontinue the Service entirely, any unused B2B credits expire on the service termination date as stated in section 19.

24. Miscellaneous

These Terms form the entire agreement between you and us for the Service. They do not create any agency or partnership. You may not assign your rights without our consent. We may assign these Terms to an affiliate or in connection with a merger or sale. If a term is found unenforceable, the rest remains in effect. Failure to enforce a term is not a waiver. Force majeure applies where events outside our reasonable control prevent performance. Headings are for convenience.

Last updated: 2025 10 14