Musa Guide Visitor Terms
Last updated: 26 November 2025
Part A: Introduction
1. About These Terms
1.1 These Visitor Terms ("Terms") govern your access to and use of tours and experiences provided through the Musa Guide platform as a visitor.
1.2 By accessing a tour, clicking a button to start a tour, or otherwise using our services, you agree to be bound by these Terms.
1.3 If you are under 18 years of age, you confirm that a parent or legal guardian has reviewed and agreed to these Terms on your behalf.
1.4 If you do not agree to these Terms, do not access or use the services.
1.5 These Terms were last updated on 26 November 2025. We may update these Terms from time to time in accordance with Section 35 (Changes to These Terms).
2. Who We Are
2.1 These Terms are between you and Musa Guide Limited, a company registered in England and Wales with company number 16307651 ("Musa Guide", "we", "us", or "our").
2.2 Registered address: 86-90 Paul Street, London, EC2A 4NE, United Kingdom.
2.3 UK VAT number: GB490382284.
2.4 We also operate through our United States subsidiary, Musa Guide Inc., where applicable.
2.5 Contact for support and legal notices: hi@musa.guide .
3. For Business Customers
3.1 These Terms apply to individual visitors accessing tours.
3.2 If you are a museum, cultural institution, or other organisation using the Musa Guide platform to create and manage tours, your use is governed by our Platform Terms, available at https://musa.guide/platform-terms .
Part B: Definitions
4. Definitions
In these Terms, unless the context requires otherwise:
"Access Window" means the period during which you may access a purchased tour, being 24 hours from the Start Event.
"Aggregated Data" means data that has been combined with data from other visitors and anonymised so that it does not identify you or any individual.
"AI Output" means content generated by artificial intelligence through the Service, including scripts, narration, translations, and responses to your questions.
"On-Site Experience" means a tour designed for use at a physical venue and intended to be accessed at or near that location.
"Remote Experience" means a tour designed for use from anywhere, without requiring physical presence at a venue.
"Service" means the Musa Guide platform, tours, apps, and related services.
"Start Event" means the moment you begin a tour session by pressing any control that starts a tour (for example, a button labelled "I'm ready", "Start tour", or "New chat"), which initiates delivery of the first AI message or audio segment. Our systems log the Start Event time.
"Tour" means an AI-powered audio guide or experience accessed through the Service, containing multiple stops with audio or AI-generated content.
"Venue" means the museum, cultural institution, or other location associated with a tour.
"Visitor" means an individual who accesses a tour through the Service.
Part C: The Service
5. What We Offer
5.1 Musa Guide provides AI-powered audio tours that work as a replacement for traditional audio guides.
5.2 A Tour contains multiple stops with audio or AI-generated content.
5.3 When you purchase access to a Tour, you receive one-time access for the Access Window (24 hours from the Start Event).
6. Experience Types
6.1 Tours may be designed as:
(a) On-Site Experiences: Intended for use at the physical venue they describe; or
(b) Remote Experiences: Designed for use from anywhere.
6.2 Unless clearly described as remote during onboarding or purchase, Tours are presumed to be On-Site Experiences intended for use at the location they describe.
6.3 It is your responsibility to ensure that your purchase matches your intended use and physical location before purchase.
6.4 If you access an On-Site Experience remotely, the purchase may be reclassified or cancelled.
7. Location-Bound Access
7.1 On-Site Experiences are location-bound and may need to be unlocked on-site using a venue QR code or similar method.
7.2 On-Site Experiences are intended for use only within or in the immediate vicinity of the participating Venue.
7.3 Attempting to access or continue a location-bound Tour outside the designated area is not permitted, and we may block or end the session.
7.4 You agree not to attempt to bypass any geofencing, network, or location checks.
7.5 We may use approximate location signals and device network information to enforce location restrictions and for tax compliance.
Part D: Accounts & Access
8. Eligibility
8.1 You must be 16 years or older to use the Service.
8.2 If you are under 18, you confirm that a parent or legal guardian has reviewed and agreed to these Terms on your behalf.
8.3 The Service is offered worldwide except where prohibited by sanctions or export control rules stated in Section 40 (Sanctions and Export Controls).
9. Accounts and Access
9.1 You can browse without signing in.
9.2 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.
9.3 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.
9.4 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.
9.5 Linking an email does not extend the Access Window and does not transfer access to another person.
9.6 You are responsible for:
(a) The security of your device;
(b) Keeping any access links confidential; and
(c) Not sharing magic links or access codes.
9.7 We may suspend or terminate access for breach of these Terms.
10. Access Window and Fair Use
10.1 Your purchase grants access to a specific Tour for 24 hours from the Start Event.
10.2 We apply a fair use policy. We may suspend or end access for abuse, including:
(a) Automated scraping;
(b) Excessive or abusive prompts; or
(c) Attempts to bypass limits.
Part E: Pricing & Payment
11. Pricing and Taxes
11.1 Prices for Tours may be set by Venues using the Musa Guide platform or by Musa Guide, depending on the commercial arrangement.
11.2 Applicable taxes are determined based on factors including whether the experience is On-Site or Remote, and your location.
11.3 In the UK and EU, consumer-facing prices are displayed inclusive of VAT and any other compulsory taxes. 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.
11.4 In the US and some other regions, applicable taxes may be added at checkout. Such taxes are clearly shown before you pay.
11.5 The final amount including all taxes is always shown before you confirm payment.
12. App Store Pricing
12.1 If you purchase access through our iOS or Android apps, prices, taxes, and currencies are displayed by the relevant app store.
12.2 Any regional pricing rules, tax handling, and currency conversions applied by Apple or Google are determined by that store.
12.3 The final total is shown in the store interface before you confirm payment.
13. Payment Processors
13.1 Payments may be processed by:
(a) Stripe: Acting as payment processor. Depending on the transaction, Musa Guide Limited (UK) or Musa Guide Inc. (US) may be the merchant of record, or Stripe may act as the merchant of record and handle billing, tax collection, and returns. Charges may appear as "Musa Guide" or "STRIPE";
(b) Apple App Store: For purchases through our iOS app, Apple acts as merchant of record under Apple Media Services terms; or
(c) Google Play: For purchases through our Android app, Google acts as payment provider under Google Play Terms of Service.
13.2 Your checkout page and receipt will clearly show who is processing your payment and who the merchant of record is.
Part F: Acceptable Use
14. Acceptable Use
14.1 You agree not to:
(a) Engage in any illegal activity;
(b) Harass, threaten, or defame others;
(c) Disrupt Venues, staff, or other visitors;
(d) Scrape, bulk export, or make automated calls to the Service;
(e) Reverse engineer, decompile, or circumvent technical limits;
(f) Conduct security testing without written consent;
(g) Resell or share access;
(h) Spam prompts or attempt to poison AI models;
(i) Upload malware or harmful code;
(j) Violate sanctions or export rules; or
(k) Bypass geofencing, network, or location checks for location-bound Tours.
Part G: Content & Intellectual Property
15. Our Intellectual Property
15.1 The Service, Tours, audio, software, AI systems, and other materials are owned by Musa Guide and its licensors.
15.2 Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, non-sublicensable licence to use the Service and access the Tour you purchased during the Access Window.
15.3 This licence is for personal, non-commercial use only.
16. AI Outputs
16.1 You may use AI answers and generated content for personal, non-commercial use.
16.2 You may share screenshots or short clips on social media for personal purposes if they are accurate, non-deceptive, and not hateful.
16.3 You must not use AI Outputs for commercial purposes without our written permission.
16.4 AI Outputs are informational only. See Section 24 (Informational Use).
17. Your Content
17.1 If you submit prompts, reviews, photos, feedback, or suggestions, you grant Musa Guide a worldwide, royalty-free licence to host, store, reproduce, modify, create derivative works from, and display that content to operate and improve the Service.
17.2 We may create Aggregated Data from your content and usage. We own all Aggregated Data and may use, publish, license, or sell it for any purpose, including to third parties such as researchers, government bodies, and industry partners.
17.3 We will only attribute testimonials to you with your explicit consent.
18. Offline Copies and Recordings
18.1 Downloading, screen recording, and audio recording of Tours or AI Outputs is not permitted.
18.2 Venues and partners may request prior written permission from Musa Guide to record promotional material.
18.3 Do not publish any recording without our written approval.
19. Intellectual Property Claims
19.1 To report alleged copyright or trademark infringement, email hi@musa.guide with:
(a) Your contact details;
(b) A description of the work you believe is infringed;
(c) The location of the allegedly infringing material; and
(d) A statement that you believe in good faith that the use is not authorised.
19.2 We may remove content at our discretion.
Part H: Voice Input
20. Voice Features
20.1 Some features may request microphone access for voice questions.
20.2 By using voice input, you consent to the capture and processing of your audio as described in our Privacy Policy at https://musa.guide/privacy .
20.3 We use third-party processors to transcribe audio.
20.4 Do not share sensitive personal information through voice input.
20.5 We do not accept liability for transcription errors or the actions of third-party processors, except as required by law.
Part I: Safety & Venue Rules
21. Safety
21.1 Tours and AI Outputs are informational only. They are not:
(a) Safety instructions;
(b) Navigation advice; or
(c) Professional advice.
21.2 You must:
(a) Follow local laws and Venue rules;
(b) Stay aware of your surroundings; and
(c) Not use the Service while driving, cycling, or in any situation where distraction could cause harm.
22. Your Responsibilities
22.1 You are responsible for:
(a) Your device condition, settings, and battery life;
(b) Mobile data charges; and
(c) Ensuring the Service is appropriate for your use.
22.2 We do not control third-party Venues or conditions on-site.
Part J: Disclaimers & Liability
23. Disclaimers
23.1 The Service is provided on an "as is" and "as available" basis, without warranties of any kind, whether express, implied, or statutory.
23.2 To the maximum extent permitted by law, we disclaim all warranties, including:
(a) Implied warranties of merchantability, fitness for a particular purpose, and non-infringement;
(b) Any warranty that the Service will meet your requirements or expectations;
(c) Any warranty that the Service will be uninterrupted, timely, secure, or error-free; and
(d) Any warranty regarding the accuracy, reliability, or quality of AI Outputs.
23.3 AI Outputs may contain errors, inaccuracies, or inappropriate content. You use AI Outputs at your own risk.
24. Informational Use
24.1 Tours and AI Outputs are for informational and entertainment purposes only.
24.2 They do not constitute professional, legal, medical, safety, or navigation advice.
24.3 Do not rely on AI Outputs for any decision where accuracy is critical.
25. Limitation of Liability
25.1 To the maximum extent permitted by law, we are not liable for any:
(a) Indirect, special, incidental, consequential, exemplary, or punitive damages;
(b) Loss of profits, revenue, goodwill, or data;
(c) Business interruption or substitution costs;
(d) Travel, accommodation, or missed ticket costs; or
(e) Any damages arising from AI Outputs, including inaccuracies or reliance on AI Outputs.
25.2 Caps on direct damages:
(a) Free use: Our total liability for all claims arising from free use of the Service is capped at USD $0.01;
(b) Paid purchases: For any claim relating to a specific purchase, our total liability is capped at the amount you paid for that purchase.
25.3 These limits apply even if a remedy fails of its essential purpose, to the extent permitted by law.
26. Mandatory Carve-Outs
26.1 Nothing in these Terms excludes or limits liability for:
(a) Death or personal injury caused by negligence;
(b) Fraud or fraudulent misrepresentation; or
(c) Any liability that cannot be limited or excluded under applicable law.
26.2 Your statutory consumer rights are not affected.
Part K: Refunds & Cancellations
27. Before You Start
27.1 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 .
28. Immediate Access and Waiver
28.1 Before starting a Tour, we display this notice:
"Starting now gives you immediate access and means you lose the 14-day withdrawal right once the tour begins."
28.2 By tapping the start button, you:
(a) Consent to immediate supply; and
(b) Acknowledge the loss of the 14-day withdrawal right.
28.3 We provide confirmation on a durable medium such as email or a downloadable receipt.
29. After You Start
29.1 All sales are final once the Start Event occurs, except where:
(a) The Tour does not work as described; or
(b) There is a verified technical failure.
29.2 In such cases, we will first try to fix the issue or extend access. If we cannot reasonably resolve it, we will refund the purchase price.
29.3 We may issue partial refunds where appropriate (for example, if a Tour partly fails).
30. Duplicates and Accidental Purchases
30.1 We will refund duplicate or accidental purchases on request if unused.
31. App Store Purchases
31.1 If you purchased access through Apple App Store or Google Play, refunds are handled by the relevant store under its policies:
(a) Apple: Process refund requests through reportaproblem.apple.com or Apple Account settings;
(b) Google: Process refunds through Google Play support and account tools.
31.2 Where you have a statutory right to withdraw within a cooling-off period, you may need to exercise that right through the store rather than directly with us.
31.3 We encourage you to contact us at hi@musa.guide so we can help resolve any technical issues.
32. Refund Processing
32.1 When we approve a refund, we aim to send funds within 30 days via the original payment method.
32.2 Refunds are issued through the same processor used for your order (Stripe), as shown on your checkout and receipt.
32.3 Where the law allows, refunds exclude non-recoverable payment processing fees or currency conversion costs that we have already incurred and cannot recover. If processors return those amounts to us, we will pass them on to you.
32.4 Your statutory rights are not affected.
33. How to Request a Refund
33.1 Email hi@musa.guide with:
(a) Your order details;
(b) A description of the issue;
(c) Any error messages or screenshots; and
(d) Useful information such as device model, operating system version, browser version, date and time of the issue, and steps to reproduce.
34. Chargebacks
34.1 Please contact us first to resolve any issue.
34.2 We reserve the right to dispute chargebacks that are fraudulent or improper.
Part L: Changes
35. Changes to These Terms
35.1 We may update these Terms at any time.
35.2 The version posted at https://musa.guide/visitor-terms applies at the time you purchase or access a Tour.
35.3 We do not promise advance notice of changes.
35.4 If you continue to use the Service after the effective date of updated Terms, you agree to the updated Terms.
36. Changes to the Service
36.1 We may add or remove features or content at any time.
36.2 We may discontinue or suspend parts of the Service.
36.3 If we discontinue the Service entirely, we will provide reasonable notice where practicable.
Part M: Third-Party Services
37. Third-Party Services and Storefronts
37.1 The Service may link to or integrate third-party services. Their terms and privacy policies apply.
37.2 If you obtain the Service or make a purchase through Apple App Store, Google Play, or another storefront:
(a) The store terms apply for that purchase;
(b) Store terms may override parts of these Terms relating to billing, refunds, and subscription management; and
(c) Subject to local law, Apple and Google are not responsible for the content or warranties of the Service.
37.3 Apple is a third-party beneficiary of these Terms for our iOS app and may enforce them against you where required by the Apple Media Services terms.
Part N: Legal
38. Governing Law
38.1 These Terms and any non-contractual disputes or claims are governed by the laws of England and Wales.
38.2 The application of the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded.
39. Disputes
39.1 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.
39.2 For all users: We encourage you to contact us at hi@musa.guide to resolve disputes before taking legal action.
40. Sanctions and Export Controls
40.1 You may not use the Service if you are:
(a) Located in, ordinarily resident in, or a government of a country or region subject to comprehensive sanctions;
(b) On a government restricted or denied party list.
40.2 You must not export or re-export the Service in violation of UK, EU, or US export control laws.
Part O: Privacy
41. Privacy
41.1 Our collection, use, and processing of personal data is governed by our Privacy Policy, available at https://musa.guide/privacy .
41.2 By using the Service, you acknowledge that you have read and understood the Privacy Policy.
41.3 Tour interaction data (such as prompts and responses) is retained for up to 12 months for analytics and service improvement purposes, after which it is anonymised or deleted. We may create Aggregated Data from your usage, which we own and may use or share as described in Section 17.2. Full details are set out in our Privacy Policy.
Part P: Support
42. Support
42.1 Support is available by email at hi@musa.guide .
42.2 We do not offer a service level agreement for support.
42.3 We try to respond as quickly as possible based on request volume.
Part Q: General
43. Entire Agreement
43.1 These Terms, together with our Privacy Policy and any documents expressly incorporated by reference, constitute the entire agreement between you and us for the Service.
43.2 They supersede all prior agreements, proposals, and communications relating to the subject matter.
44. Severability
44.1 If any provision of these Terms is found unenforceable, the rest remains in effect.
44.2 The unenforceable provision will be modified to the minimum extent necessary to make it enforceable while preserving its intent.
45. Waiver
45.1 Failure to enforce any provision is not a waiver of that provision or any other provision.
46. Assignment
46.1 You may not assign your rights under these Terms without our consent.
46.2 We may assign these Terms to an affiliate or in connection with a merger, acquisition, or sale of assets.
47. Force Majeure
47.1 We are not liable for failures or delays caused by events outside our reasonable control, including natural disasters, war, terrorism, pandemics, government actions, third-party service failures, cyberattacks, or infrastructure failures.
48. No Partnership
48.1 These Terms do not create any agency, partnership, joint venture, or employment relationship between you and us.
49. Headings
49.1 Headings are for convenience only and do not affect interpretation.
50. Contact
If you have any questions about these Terms, please contact us at:
Email: hi@musa.guide
Address: Musa Guide Limited 86-90 Paul Street London, EC2A 4NE United Kingdom
End of Visitor Terms