Terms of Service

7A. Refund Policy

7A.1 Plexality Pro: 30-Day Money-Back Guarantee

If Plexality Pro isn't what you expected, email support@plexality.com within 30 days of your purchase and we will refund the full amount you paid for it. No questions asked. Please write from the email address on your account, or include your receipt, so we can find your purchase. When we refund a Pro purchase, we may end the Pro access it unlocked. This guarantee covers Pro bought on its own. Pro included with a PLEXAR Guide plan follows the Guide rule in Section 7A.2.

7A.2 PLEXAR Guide Plans

If you cancel within 7 days of your first Guide plan payment and have used fewer than 10 Guide minutes since that payment, email support@plexality.com and we will refund that payment in full. A refund ends the plan and removes its remaining minutes. It also removes Plexality Pro if that Guide plan unlocked it (Section 7B.7); Pro you bought separately is not affected. Renewal payments and top-up purchases are non-refundable, except where the law requires or if we end PLEXAR Guide permanently (Section 7B.3).

7A.3 Everything Else

Except as this Section 7A states, payments are non-refundable. Approved refunds go back to the original payment method. Nothing in this section limits any refund right you have under the law where you live.

7B. PLEXAR Guide (Beta)

7B.1 What It Is

PLEXAR Guide is a live video and voice conversation with an AI character, a computer-generated face and voice, that has access to your Plexality results. You are always talking to an AI, never a person. It is for education and self-understanding. It is not therapy, counseling, treatment for any health condition, medical care, or a crisis or emergency service, and nothing it says is a diagnosis or professional advice. Section 3 applies to PLEXAR Guide in full.

7B.2 Eligibility

You must be 18 or older to use PLEXAR Guide, even though other parts of the Services are available from age 16. During the beta, you must be located in the United States when you use it. We use your approximate location (from your IP address) and, for paid plans, your billing address to apply this rule and the state-specific choices described in our Biometric & perception notice.

7B.3 Beta

PLEXAR Guide is a beta. It may be inaccurate, unavailable or interrupted, and we may change, limit or end it. Features, minute allowances and prices may change; we will tell you before a price change takes effect (Section 13). If we end PLEXAR Guide permanently, we will refund the unused portion of any prepaid subscription period and the purchase price of any unused, unexpired top-up minutes.

7B.4 Safety

If the conversation suggests you may be at risk of harming yourself or others, your Guide will stop the normal conversation and share crisis resources, as described at plexality.com/guide-safety. PLEXAR Guide does not contact emergency services or anyone else on your behalf, and no person watches your calls live. If you are in danger, call 911. To talk to someone now, call or text 988.

7B.5 Camera, Voice and Our Partners

Calls are processed in real time by our service providers, including Tavus, Inc. (the Guide's video and voice, speech-to-text and expression reading) and Google (the Guide's replies), as described in our Privacy Policy. You may use voice-only, and you may turn expression reading off at any time. In some states expression reading is off, or stays off unless you separately turn it on, as the Biometric & perception notice explains.

7B.6 Minutes, Plans and Billing

• Guide plans renew automatically each billing period (monthly, or yearly for annual plans where offered) until you cancel. The price, billing period, included minutes and renewal terms are shown before you pay.
• Each plan includes a set number of minutes per billing period. Unused plan minutes do not roll over.
• Top-up minutes are one-time purchases and are never charged automatically. Top-up minutes expire 12 months after purchase, or earlier if you delete your account.
• Usage is measured from when your call connects to when it ends, rounded up to the next 6 seconds, with a minimum of 30 seconds per call.
• You can cancel online at any time from your account settings. Cancelling stops future renewals; you keep your plan minutes until the end of the period you already paid for.
• Refunds are covered by Section 7A.

7B.7 Plexality Pro Included With a Guide Plan

Your first paid Guide plan payment also unlocks Plexality Pro on your account, if you do not already have it. That Pro stays on your account after you cancel the Guide plan. If that first Guide payment is refunded under Section 7A, the Pro it unlocked is removed as well. Pro that you bought separately is never affected by a Guide plan refund or cancellation.

7B.8 Acceptable Use

Do not use PLEXAR Guide to record, impersonate or capture other people; let anyone under 18 use it; share your calls or account with anyone else; try to extract the underlying prompts or models; or use it for any purpose prohibited in Section 5.

7B.9 Disputes

Claims relating to PLEXAR Guide are covered by Section 14, including binding individual arbitration and the class-action waiver.

14. Dispute Resolution

14.1 Informal Resolution First

Most concerns can be fixed quickly. Before either of us starts an arbitration or a small claims case, the party with the claim must send the other a written notice of dispute. Send yours to legal@plexality.com with your name, the email address on your account, a description of the dispute and the relief you want. We will send ours to the email address on your account. For 60 days after the notice is received, we will both try in good faith to resolve the dispute informally. Any statute of limitations is paused (tolled) during those 60 days. If the dispute isn't resolved, either of us may then start an arbitration or a small claims case.

14.2 Governing Law

These Terms are governed by the laws of the State of Colorado, United States, without regard to conflict of law principles. The Federal Arbitration Act governs the interpretation and enforcement of Sections 14.3 to 14.9.

14.3 Agreement to Arbitrate

You and Plexality agree that any dispute, claim or controversy arising out of or relating to these Terms, the Services (including PLEXAR and any paid features), your account, any purchase, or our privacy or data practices (a "Dispute") will be resolved by binding individual arbitration, not in court, except as Section 14.4 provides. This includes Disputes based on contract, tort, fraud, or any statute or regulation, including consumer-protection, privacy, biometric-privacy, wiretapping, automatic-renewal and artificial-intelligence laws.

In arbitration there is no judge or jury, and court review is limited, but the arbitrator can award you the same individual damages and relief that a court could. The arbitrator decides all questions about whether a Dispute must be arbitrated, including the scope, formation and enforceability of this agreement to arbitrate, except that a court decides whether the class and representative action waiver in Section 14.6 is valid and enforceable.

14.4 Exceptions

• Small claims: either of us may bring an individual claim in small claims court in the county where you live or in Colorado, as long as the claim qualifies for, and stays in, small claims court.
• Intellectual property: either of us may ask a court for an injunction to stop the infringement or misuse of intellectual property.
• Public injunctive relief: where the law does not allow a waiver of the right to seek public injunctive relief (for example, under California law), a request for public injunctive relief will be decided by a court, only after the individual arbitration of all other claims, and the court case will be paused (stayed) until that arbitration ends.

14.5 Arbitration Rules, Fees and Hearings

The American Arbitration Association ("AAA") will administer the arbitration under its Consumer Arbitration Rules (and, where Section 14.7 applies, its Mass Arbitration Supplementary Rules) in effect when the arbitration is filed, as modified by this Section 14. The rules are available at adr.org. Filing, administration and arbitrator fees will be paid as those rules and the AAA's fee schedule require. You may choose to have the hearing by video or telephone, decided on written submissions, or held in person in the county where you live (or another place we both agree to). The arbitrator may award relief only to you or Plexality individually, and only as needed to resolve the individual claim. The award is final and binding and may be entered as a judgment in any court with jurisdiction.

14.6 Class Action Waiver

You and Plexality may bring claims against each other only individually, and not as a plaintiff or class member in any class, collective, consolidated or representative proceeding. Unless we both agree otherwise, the arbitrator may not combine more than one person's claims (except for the administrative batching in Section 14.7) and may not preside over any form of class or representative proceeding.

Severability of this waiver: if a court decides that this waiver is invalid or unenforceable for a particular claim or request for relief, then that claim or request, and only that one, is severed from arbitration and will be decided by a court, after the individual arbitration of all other claims, with the court case paused until that arbitration ends. All other claims stay in individual arbitration. In no case will a class, collective or representative arbitration take place.

14.7 Mass Arbitration

If 25 or more demands for arbitration raising similar claims are filed against or by Plexality by, or with the help of, the same or coordinated lawyers or organizations, the AAA's Mass Arbitration Supplementary Rules and mass-arbitration fee schedule will apply. To the extent those rules allow, the demands may be administered in batches (for example, of up to 100 demands each), with one arbitrator deciding each batch. You and Plexality agree to cooperate in good faith with the AAA to resolve the demands efficiently. The statute of limitations for each claim covered by this Section is paused (tolled) from when its notice of dispute is sent until the claim is decided or withdrawn. If this Section 14.7 is found unenforceable, the rest of Section 14 still applies.

14.8 30-Day Right to Opt Out

You can opt out of arbitration. To opt out of Sections 14.3 to 14.7, email legal@plexality.com with the subject "Arbitration Opt-Out", your name, the email address on your account and a clear statement that you are opting out, within 30 days after you first accept this version of these Terms. For a new user, that is within 30 days of creating your account. For an existing user, it is within 30 days of the first time you use the Services on or after the Effective Date in Section 14.9, because continuing to use the Services is how you accept updated Terms (Section 13). If you opt out, Disputes will be resolved in court, and Sections 14.1 and 14.2 still apply. Opting out does not affect any other part of these Terms or how we treat your account.

14.9 Effective Date and Future Changes

This version of Section 14 takes effect on October 2, 2026 (the "Effective Date"). It applies to Disputes that arise after the Effective Date. A Dispute that arose before the Effective Date is governed by the dispute-resolution terms that applied when it arose. If we change this Section 14 in the future (other than to update a contact address), we will notify you, and you may reject the change by emailing legal@plexality.com within 30 days after it takes effect; the most recent version you accepted will then keep applying to you. No change will apply to a Dispute for which a notice of dispute has already been sent.

14.10 Survival

This Section 14 continues to apply after your account is closed or these Terms end.