Legal

Terms of Service

Last updated: June 2026

Beta program notice Proofpoints is currently in beta. The platform is provided "as is" for evaluation purposes. Features, pricing, and terms may change before general availability. We will give reasonable notice of material changes.

1. Acceptance of these terms

By accessing or using the Proofpoints platform ("the Service") – including the website at proofpoints.com and any associated applications – you agree to be bound by these Terms of Service ("Terms"), our Privacy Policy, and our Fair Use Policy. If you do not agree, do not use the Service.

These Terms form a binding agreement between you (or the organisation you represent) and Proofpoints Customer Advocacy Limited, a company registered in England and Wales.

Documents that form your agreement. Our Privacy Policy and our Fair Use Policy are incorporated into these Terms by reference and form part of your agreement with us. The Fair Use Policy governs day-to-day acceptable use, content standards, and the operational rules for free and purchased credits. These Terms govern the binding commercial and legal matters, including billing, refunds, intellectual property, warranties, and liability. If the Fair Use Policy and these Terms conflict on a binding commercial or legal matter, these Terms prevail.

2. Who may use the Service

The Service is offered solely to businesses, and to individuals acting in the course of a business, trade, profession, or craft (including sole traders and freelancers acting in their business capacity). It is not intended for, marketed to, or offered to consumers. By using the Service you confirm that you are not acting as a consumer and that you are using the Service for business purposes.

3. Description of the Service

Proofpoints is an AI-accelerated B2B customer storytelling platform. It enables users to create, manage, and publish customer advocacy content – including case studies, testimonials, blog posts, and related assets ("Takes") derived from a finished story – using AI-assisted generation workflows informed by interview transcripts, recordings, and brand guidelines.

During the beta period, access is by invitation only and is subject to availability. Proofpoints reserves the right to modify, suspend, or discontinue the Service (or any part of it) at any time with reasonable notice.

4. Accounts and access

Access to the Service requires an account. When creating or using an account:

  1. You must provide accurate information and keep it up to date.
  2. You are responsible for all activity that occurs under your account.
  3. You must not share your login credentials or allow others to access the Service using your account.
  4. You must notify us immediately of any unauthorised use of your account at hello@proofpoints.com.
  5. We reserve the right to suspend or terminate accounts that violate these Terms.

5. Billing, credits, and payment

Credits. Credits are the unit of account for AI-powered features on the Service (including story generation, Takes, transcription, translation, image generation, brand scoring, and content rework). The credit cost of each feature is displayed in the platform and may change in accordance with section 5.7 below. Adding stories, running campaigns, publishing, and the collaboration and workspace-management tools do not consume credits, as set out in the Fair Use Policy.

5.1 Prices and currency. Prices are displayed in the currency you select at checkout. You are responsible for any taxes, duties, or levies that apply to your purchase. Where we are required to charge VAT or similar sales tax, it will be added at the applicable rate and shown before you confirm payment.

5.2 Payment. Payments are processed by our third-party payment provider (currently Stripe). By purchasing credits you also agree to the payment provider's terms. We do not store your full card details. Business customers may, at our discretion, apply to purchase credits by invoice, under a purchase order, or against an approved credit limit. Invoiced amounts are payable within 30 days of the invoice date.

5.3 Free credits. Free credits are issued at our sole discretion in accordance with the Fair Use Policy. They are granted once per workspace, are non-transferable, have no cash value, and are non-refundable in all circumstances. Free credits may be used only for AI-generated activities and cannot be applied to human professional add-ons (see the Fair Use Policy).

5.4 Purchased credits – refunds. Except where the law requires otherwise, purchased credits are non-refundable once purchased. We may, at our sole discretion, offer a refund or credit adjustment in individual cases; doing so does not create any obligation to do so in future.

5.5 Purchased credits – expiry. Purchased credits do not expire. They remain available on your workspace balance until used, subject to these Terms and the Fair Use Policy.

5.6 No monetary value. Credits (whether free or purchased) are a unit of account within the Proofpoints platform. They have no cash value and cannot be redeemed, exchanged, sold, transferred, or converted into any form of currency, cryptocurrency, voucher, or credit with any other service. Credits exist solely to meter usage of AI-powered features on the Service.

5.7 Pricing changes. We may adjust credit pricing, introduce new credit-consuming features, or change the credit cost of existing features at any time. Where a pricing change would affect an existing balance of purchased credits, we will give reasonable notice.

5.8 Avoiding charges. Attempting to avoid legitimate credit charges – for example by recycling stories, manipulating story metadata, or otherwise exploiting platform mechanics as described in the Fair Use Policy – is a breach of these Terms and may result in adjustment of your credit balance or suspension of your workspace.

5.9 Human professional services and acceptance. Some features are delivered with human professional add-ons (for example editing, QA, interviewing, localisation, or story management). These services are provided by Proofpoints, performed by members of our vetted Creative roster, and billed to you as add-ons to the relevant story. When a person completes such a stage, the deliverable is submitted to you for review and the fee for that stage is locked. You then have an acceptance window of 10 working days (Monday to Friday; public holidays are not excluded, so the same window applies wherever in the world you are) to either approve the deliverable or reject it with a specific, brief-based reason. If you raise a valid issue that falls within the original brief, one round of rework is provided at no additional charge; requests beyond the original brief are chargeable change orders. If you do not respond within the 10-working-day window, the deliverable is deemed accepted and the fee for that stage becomes due and payable. An unresponsive account cannot indefinitely withhold payment for completed work. Where a dispute cannot be resolved by rework, Proofpoints will review the matter and decide in good faith whether the add-on fee is paid in full, in part, or the stage is reassigned; that decision is final on the question of the add-on fee.

6. Acceptable use

You agree not to use the Service to:

  • Violate any applicable law, regulation, or third-party rights.
  • Upload or create content that is defamatory, fraudulent, obscene, or otherwise harmful.
  • Impersonate any person or organisation, or misrepresent your affiliation.
  • Attempt to gain unauthorised access to any part of the Service or its underlying systems.
  • Use automated tools, bots, or scraping tools against the platform without prior written consent.
  • Reverse engineer, decompile, or attempt to extract the source code of the Service.
  • Upload content for which you do not have the necessary rights, licences, or consents – particularly interview recordings or materials featuring third parties.
  • Use AI-generated content produced by the Service in ways that violate the terms of the underlying AI model providers.

The detailed acceptable-use, content, and anti-abuse standards in our Fair Use Policy also apply. We reserve the right to remove content or suspend accounts that violate these requirements, with or without prior notice depending on severity.

7. Intellectual property

Ownership of content on the platform is as follows:

Your content. All interview recordings, transcripts, source materials, and original customer stories you upload or create remain your property (or that of your organisation). You grant Proofpoints a limited licence to process this content solely to deliver the Service to you.

AI-generated content. Stories, Takes, Shareables, and other content generated by the platform using AI models, based on your inputs, are provided for your use under these Terms. Proofpoints does not claim ownership of AI output generated from your content. You are responsible for ensuring the accuracy, compliance, and appropriate use of all AI-generated outputs before publication.

Proofpoints platform. The Proofpoints brand, platform software, design, the EEC framework, the brand scoring methodology, prompt engineering, workflows, and all related intellectual property are owned by Proofpoints Customer Advocacy Limited. You may not copy, reproduce, or create derivative works from any part of our platform without written permission, nor use the Service to evaluate, benchmark, reverse-engineer, or replicate it for a competing product.

8. AI-generated content and your review obligation

The Service uses artificial intelligence to assist in content generation. By using AI features, you acknowledge and agree that:

  1. AI-generated outputs may contain inaccuracies, errors, or hallucinations. You are responsible for reviewing and verifying all AI-generated content before use.
  2. AI outputs do not constitute professional, legal, or factual advice.
  3. You must obtain all necessary consents from individuals whose voices, names, or likenesses appear in source materials before processing them through the Service.
  4. Proofpoints is not liable for any loss or damage arising from your reliance on AI-generated content without independent verification.

8.1 Confirmation at the point of publishing. The Service requires you to confirm, at the point of publishing, exporting, or otherwise distributing any content, that a responsible person has reviewed, fact-checked, and approved that content. By giving this confirmation you warrant that such review has taken place, and you accept sole responsibility for the published content and its accuracy, compliance, and suitability. Proofpoints relies on this confirmation and is not responsible for content you choose to publish or distribute. The tools we provide to support review (track changes, inline comments, approval workflows, and brand scoring) do not transfer any of this responsibility to us.

8.2 Upstream AI filters. The AI providers used by the Service apply their own content filters. Proofpoints is not responsible for content that is blocked or modified by these upstream filters. If a generation request is refused by an underlying AI service, no credits are deducted.

9. Disclaimer of warranties

To the maximum extent permitted by law, the Service is provided "as is" and "as available" without any warranties of any kind – express, implied, or statutory – including without limitation any warranties of merchantability, fitness for a particular purpose, or non-infringement. This disclaimer applies particularly during the beta period.

We do not warrant that the Service will be uninterrupted, error-free, or free of viruses or other harmful components.

Nothing in these Terms excludes or limits any rights, warranties, or remedies that cannot lawfully be excluded or limited.

10. Limitation of liability

Nothing in these Terms limits or excludes our liability for:

  • (a) death or personal injury caused by our negligence;
  • (b) fraud or fraudulent misrepresentation; or
  • (c) any other liability that cannot be excluded or limited under the laws of England and Wales.

Subject to the above, and to the maximum extent permitted by applicable law:

  • Proofpoints Customer Advocacy Limited shall not be liable for any indirect, incidental, special, consequential, or punitive damages – including loss of profits, data, or goodwill – arising from your use of or inability to use the Service.
  • Our total aggregate liability for any claim arising under or related to these Terms shall not exceed the amount you paid to us in the 12 months prior to the event giving rise to the claim (or, for users with no payment in that period, £100).

Some jurisdictions do not allow the exclusion of certain warranties or limitation of liability. In those jurisdictions, the limitations above apply to the extent permitted by law.

11. Termination

Either party may terminate your access to the Service at any time. We will provide reasonable notice where possible, except where immediate termination is necessary due to a serious breach of these Terms or the Fair Use Policy, or a legal obligation.

11.1 Effect on credits. If we terminate your access for convenience (and not because of your breach), we will give you a reasonable period to use any remaining balance of purchased credits. If your access is terminated because of your breach of these Terms or the Fair Use Policy, any remaining credit balance may be forfeited to the extent permitted by law. Free credits have no cash value and are not refundable on termination in any circumstance.

11.2 Effect on data. On termination, your right to access the Service ceases immediately. We will retain your data in accordance with our Privacy Policy and delete it on request, subject to any legal retention obligations.

12. Governing law and disputes

These Terms are governed by the laws of England and Wales. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you have a complaint, please contact us first at hello@proofpoints.com. We will make every effort to resolve disputes informally before resorting to formal proceedings.

13. Service availability

We strive to keep the Service available at all times, but we cannot guarantee uninterrupted access. You acknowledge and agree that:

  1. The Service may be temporarily unavailable due to scheduled maintenance, software updates, or infrastructure changes. Where possible, we will provide advance notice of planned downtime.
  2. Unplanned outages may occur due to factors beyond our reasonable control, including but not limited to cloud infrastructure failures, network disruptions, cyberattacks, or force majeure events.
  3. The Service depends on third-party providers for hosting, AI model inference, transcription, email delivery, file storage, and payment processing. We are not responsible for interruptions, errors, or degraded performance caused by those providers.
  4. We do not guarantee any specific uptime percentage or response time during the beta period. Service-level commitments, if any, will be set out in a separate agreement for paying customers.
  5. We will use commercially reasonable efforts to restore the Service promptly following any outage and to communicate material disruptions to affected users.

14. Data responsibility

You are responsible for maintaining your own copies of important data and for obtaining all necessary consents before uploading third-party content. Specifically:

  1. Proofpoints maintains regular encrypted backups of platform data as part of standard infrastructure management. However, these backups are for disaster recovery purposes and do not replace your own data management practices.
  2. You should retain original copies of all interview recordings, transcripts, and source materials uploaded to the Service. The Service is not intended as a primary storage archive.
  3. If you request account deletion or if your account is terminated, we will delete your data in accordance with our Privacy Policy. Once deleted, data cannot be recovered.
  4. We are not liable for data loss resulting from account termination, accidental deletion by you or your team members, third-party infrastructure failures, or events beyond our reasonable control.

15. Changes to these Terms

We may update these Terms from time to time. Material changes will be communicated by email to registered users or by notice on our website at least 14 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the revised Terms.

Questions about these Terms? Contact Proofpoints Customer Advocacy Limited at hello@proofpoints.com