Terms of service

1. These terms

These terms apply to the business that orders the Ruyo service (the Customer). Together with the order form or pilot agreement, and the Customer Data Agreement, they form the whole agreement between the Customer and Cadenso Ltd, trading as Ruyo (Ruyo, we). If they conflict, the order form wins on commercial terms and the Customer Data Agreement wins on data protection.

The people who sign in to the app (salespeople, managers, directors) use it under the Customer’s subscription. When one of them accepts these terms on sign-in, they confirm they are using the service on the Customer’s behalf and within these terms. The Customer is responsible for what its users do with the service.

2. The service

Ruyo records the sales conversations that the Customer’s staff choose to record on the Ruyo app, transcribes them, and produces notes, briefs, coaching feedback, scores against the Customer’s own sales process, and answers to questions about the Customer’s own conversations. We may add, change or retire features, and will give notice of any change that materially reduces the service.

The output is machine-generated and will sometimes be wrong. Transcription mishears. A note may infer something that was not said. Coaching scores a conversation on incomplete evidence. The Customer must not treat Ruyo’s output as a system of record for anything that matters commercially or legally without a person checking it. Nothing in the service is legal, financial or compliance advice.

3. The pilot

Unless the order form says otherwise, the Customer starts with a 30-day paid pilot for its whole team. Before the pilot starts, the Customer and Ruyo agree in writing the result the pilot will be measured on. If that result is not met by the end of the pilot, the Customer may end the agreement and Ruyo will refund the pilot fee in full within 14 days. If the Customer continues after the pilot, the subscription in clause 4 applies.

4. Fees

• The fee is £99 per seat per month, with a minimum of five seats, unless the order form says otherwise. A seat is one named user.
• Fees are invoiced monthly in advance and are payable within 30 days of the invoice date. Fees exclude VAT, which is added where applicable.
• If an invoice is more than 14 days overdue, we may suspend access after giving notice, and restore it when the account is settled.
• We may change the fee on at least 30 days’ written notice; the change applies from the next monthly period after the notice period ends.

5. Accounts and acceptable use

The Customer will keep its users’ credentials secure, tell us promptly if an account is compromised, and make sure each seat is used by one named person. The Customer will not, and will not allow anyone to: use the service to record anyone it has no right to record; upload content it has no right to use; resell or share access outside its own organisation; reverse engineer the service or attempt to extract its models or source code; or use the service to build a competing product.

6. Recording, and the law

The Customer decides whether and when conversations are recorded, and is the controller of the personal data in them. The Customer is responsible for having a lawful basis to record, for telling the people recorded what the law requires, for handling any objection or refusal, and for stopping a recording when asked. Ruyo provides a disclosure line in the app and keeps a record that the user confirmed reading it; that is a tool, not a discharge of the Customer’s obligation.

Because the service assesses how the Customer’s staff handle conversations, the Customer is responsible for informing its staff before rollout and for any assessment the law requires for monitoring workers.

7. Customer content and data

• The Customer owns its recordings, transcripts and the records made from them (Customer Content). The Customer grants Ruyo a licence to process Customer Content only to provide, secure and support the service.
• We do not sell Customer Content and do not use it to train AI models of our own. We use our speech-to-text and AI providers under their business or API terms, and turn off model training where a provider offers that setting. The current providers are listed on the sub-processors page.
• Personal data in Customer Content is processed under the Customer Data Agreement, which forms part of this agreement.
• The Customer can export its Customer Content at any time during the agreement and for 30 days after it ends. We delete Customer Content within 30 days of the agreement ending, unless the law requires us to keep it.

8. Our intellectual property

The service, its software, its models, its design and its documentation belong to Ruyo or its licensors. The Customer gets the right to use the service under these terms, and nothing else. If the Customer gives us feedback or suggestions, we may use them without obligation.

9. Confidentiality

Each party will keep the other’s confidential information confidential, use it only for the purposes of this agreement, and share it only with people who need it and are bound to keep it confidential. This does not apply to information that is public, already known, independently developed, or required to be disclosed by law.

10. Availability and support

We will provide the service with reasonable skill and care. We do not offer an uptime commitment during the pilot. Support is by email to [email protected], on UK working days; see the support page. We may suspend the service briefly for maintenance or to deal with a security problem, and will give notice where we can.

11. Term and termination

• After the pilot, the agreement runs month to month. Either party may end it on 30 days’ written notice.
• Either party may end the agreement immediately if the other materially breaches it and does not put the breach right within 14 days of being asked, or becomes insolvent.
• When the agreement ends, access stops, the Customer may export its content for 30 days, and we delete it within 30 days (clause 7). Clauses that by their nature should survive, including 7, 8, 9, 12 and 13, continue.

12. Warranties and what we do not promise

We warrant that the service will perform materially as described on this website and in the order form. Otherwise, to the extent the law allows, the service is provided without other warranties, including any implied warranty of fitness for a particular purpose. Except for the pilot refund in clause 3, we do not promise any particular sales result.

13. Liability

• Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot lawfully be limited.
• Subject to that, neither party is liable for indirect or consequential loss, loss of profit, loss of business or loss of data, however arising.
• Subject to that, each party’s total liability under or in connection with this agreement in any 12-month period is limited to the fees paid or payable by the Customer in that period.
• The Customer is responsible for, and will compensate Ruyo for, claims and losses arising from recordings it had no right to make or content it had no right to upload.

14. Changes to these terms

We will give at least 30 days’ notice of material changes before they take effect, by email to the Customer’s account contact. Continued use after that date is acceptance of the changed terms. Each version carries the date at the top.

15. General

Neither party may assign this agreement without the other’s consent, except to a successor of its business. Neither party is liable for delay caused by events outside its reasonable control. If any part of these terms is unenforceable, the rest continues. No one other than the parties has rights under this agreement. Notices are given by email: to Ruyo at [email protected], to the Customer at the address on the order form.

16. Governing law

This agreement is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from it.