Terms & Conditions

These terms are the agreement between you and ScreamX Inc. for the use of Knowledge Gaps. We’ve tried to keep them readable. Please read them — by creating an account or using the Service, you agree to be bound by them.

1. The agreement

These Terms & Conditions (“Terms”) form a binding agreement between ScreamX Inc., a Delaware corporation (“ScreamX”, “Knowledge Gaps”, “we”, “us”, “our”), and the individual or entity agreeing to them (“you”, “your”, “Customer”). They govern your access to and use of the Knowledge Gaps website, application, and related services (together, the “Service”). Our registered address is 1007 Orange Street, 4 FL 1975, Wilmington, DE 19801, United States.

Our Contact Privacy Policy and Refund Policy are incorporated into these Terms by reference. If you are agreeing on behalf of a company, you represent that you have authority to bind that company, and “you” means that company.

If you do not agree to these Terms, do not use the Service.

2. The Service

Knowledge Gaps connects to your helpdesk and help center, reads your support tickets, identifies recurring questions your documentation does not answer (“gaps”), drafts candidate articles to close those gaps, and — once a human on your team approves a draft — publishes it to your help center.

The Service is provided on a subscription basis. We grant you a non-exclusive, non-transferable, revocable right to access and use the Service during your subscription term, for your internal business purposes, subject to these Terms.

3. Accounts and eligibility

• You must be at least 18 years old and legally able to enter into a contract.
• You must provide accurate registration information and keep it current.
• You are responsible for safeguarding your credentials and for all activity that occurs under your account.
• You must notify us promptly at pooja@knowledgegaps.co if you suspect unauthorised access.
• You are responsible for the acts and omissions of anyone you give access to your account.

4. Subscriptions, pricing, and billing

4.1 Plan

Knowledge Gaps is sold as a single plan with unlimited gap detection and unlimited article publishing, billed monthly in advance. Current pricing is shown on our pricing section.

4.2 Founding price

The founding price of $199/month is offered to the first 50 customers. If you subscribe at the founding price and maintain a continuous, paid, active subscription, that rate is locked for the life of that subscription. If your subscription lapses, is cancelled, or payment fails and is not cured, the founding rate is forfeited and re-subscription will be at the then-current list price. After the first 50 customers, list price is $399/month.

4.3 Billing and renewal

• Subscriptions renew automatically each month on your billing date until cancelled.
• You authorise us and our payment processor to charge your payment method for each renewal.
• Fees are stated in US dollars and are exclusive of taxes. You are responsible for any sales, use, VAT, GST, or similar taxes, excluding taxes on our income.
• If a payment fails, we may retry, and we may suspend the Service after reasonable notice until the balance is paid.
• You are responsible for keeping your payment details current.

4.4 Price changes

We may change pricing for new subscription terms. We will give existing customers at least 30 days’ notice by email before a price change takes effect, and you may cancel before it applies. Founding-price customers are exempt as described in 4.2.

5. Cancellation and refunds

You may cancel at any time. Cancellation takes effect at the end of your current billing period, and you keep full access until then. We do not charge cancellation fees.

All payments are final and non-refundable. We do not provide refunds or credits for partial billing periods, unused time, downgrades, or subscriptions you forgot to cancel. The only money we return is a billing error on our side. Full details are set out in our Refund Policy, which forms part of these Terms.

6. Your content and data

6.1 You own your data

As between you and us, you own all support tickets, conversations, help center articles, and other content you connect to or submit through the Service (“Customer Data”), and you own the articles the Service drafts and you approve. We claim no ownership over any of it.

6.2 Licence to us

You grant us a limited, worldwide, non-exclusive, royalty-free licence to host, copy, transmit, process, and display Customer Data solely to the extent necessary to provide, secure, and support the Service for you. This licence ends when you delete the data or terminate your account, subject to the retention periods in our Privacy Policy.

6.3 We do not train on your data

We do not use your Customer Data to train our own models, and we do not use it to improve the Service for other customers, unless you separately and explicitly agree in writing. Our AI model providers are contractually prohibited from training on it. See section 5 of the Privacy Policy.

6.4 Your warranties about the data

You represent and warrant that you have all rights, consents, and lawful bases necessary to provide Customer Data to us and to have us process it as described. If your end users’ personal information is involved, you are the controller and we are your processor. A Data Processing Addendum is available on request from pooja@knowledgegaps.co.

7. AI-generated drafts

The Service uses large language models to detect gaps and draft articles. You should understand and accept the following:

• Drafts may be inaccurate. AI-generated content can be wrong, incomplete, outdated, or confidently mistaken. It is a starting point, not a finished answer.
• Review is mandatory and yours. Nothing publishes without a human approval on your side. You are solely responsible for reviewing, editing, and verifying every draft before approving it.
• You are responsible for what you publish. Once approved and published to your help center, the article is your content and your representation to your customers.
• Outputs are not advice. The Service does not provide legal, financial, medical, or professional advice, and drafts must not be relied on as such.
• Similar outputs may exist. Given how these models work, outputs generated for other customers may be similar. We make no claim of uniqueness or originality in drafts.

8. Your responsibilities

• Maintain valid integrations and credentials for the tools you connect.
• Review drafts before approving them.
• Comply with all laws applicable to your use of the Service and to the content you publish.
• Maintain your own backups of Customer Data held in your source systems. The Service is not a backup service.

9. Acceptable use

You may not, and may not permit anyone else to:

• Use the Service to generate or publish content that is unlawful, defamatory, harassing, deceptive, or that infringes anyone’s rights.
• Upload malware, or attempt to gain unauthorised access to the Service, other customers’ data, or our infrastructure.
• Probe, scan, load-test, or interfere with the Service or its security, except with our prior written permission.
• Reverse engineer, decompile, or attempt to derive the source code or underlying models of the Service, except where that restriction is prohibited by law.
• Resell, sublicense, rent, or provide the Service to third parties as a service bureau, or use it to build a competing product.
• Scrape or systematically extract data from the Service by automated means outside our documented APIs.
• Submit data you have no right to submit, or use the Service in a way that violates any third party’s terms, including those of your connected tools.
• Circumvent usage limits, rate limits, or access controls.

We may suspend or terminate access immediately for a material breach of this section, with notice where practicable.

10. Third-party services

The Service connects to third-party tools such as your helpdesk and help center. Your use of those tools is governed by their own terms, and we are not responsible for them. If a third-party service changes its API, deprecates access, or terminates your account, some or all of the Service may stop working. We will make reasonable efforts to adapt but do not guarantee continued compatibility.

11. Intellectual property

We and our licensors retain all right, title, and interest in the Service, including its software, models, prompts, workflows, designs, documentation, trademarks, and all improvements to them. Nothing in these Terms transfers any of that to you beyond the limited right of use in section 2.

If you send us feedback, suggestions, or ideas about the Service, you grant us a perpetual, irrevocable, royalty-free licence to use them without obligation or attribution. We may use aggregated and de-identified data — data that cannot reasonably identify you, your customers, or your content — to operate, analyse, and improve the Service.

12. Confidentiality

Each party may receive non-public information from the other. Each party agrees to protect the other’s confidential information with at least reasonable care, to use it only for purposes of these Terms, and not to disclose it except to personnel and contractors bound by similar obligations, or where compelled by law with prompt notice where permitted. These obligations survive termination for three years, and indefinitely for trade secrets.

13. Availability and support

We aim for high availability but do not commit to a specific uptime percentage unless agreed in a separate written service level agreement. The Service may be unavailable during planned maintenance, which we will try to schedule outside peak hours and announce in advance, or during unplanned outages and events outside our reasonable control.

Support is provided by email at pooja@knowledgegaps.co during business days. We aim to respond within one business day.

14. Disclaimer of warranties

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE”. TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE, THAT IT WILL DETECT EVERY GAP, OR THAT ANY AI-GENERATED DRAFT WILL BE ACCURATE, COMPLETE, OR SUITABLE FOR PUBLICATION. Some jurisdictions do not allow the exclusion of certain warranties, so parts of this section may not apply to you.

15. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

• NEITHER PARTY IS LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR EXEMPLARY DAMAGES, OR FOR LOST PROFITS, REVENUE, GOODWILL, OR DATA, EVEN IF ADVISED OF THE POSSIBILITY.
• OUR TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE WILL NOT EXCEED THE AMOUNTS YOU PAID US IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

These limits do not apply to your payment obligations, either party’s indemnification obligations, your breach of section 9, or liability that cannot be limited by law — such as fraud, gross negligence, wilful misconduct, or death or personal injury caused by negligence.

These limitations are a fundamental basis of the bargain between us and apply even if a limited remedy fails of its essential purpose.

16. Indemnification

You will defend, indemnify, and hold harmless ScreamX Inc. and its officers, directors, employees, and agents from any third-party claim, loss, liability, or expense (including reasonable legal fees) arising from: (a) your Customer Data or content you publish using the Service; (b) your breach of these Terms or of applicable law; or (c) your use of the Service in violation of section 9.

We will defend you against any third-party claim that the Service, as provided by us and used in accordance with these Terms, infringes that party’s intellectual property rights, and will pay damages finally awarded — provided you notify us promptly, give us control of the defence, and cooperate reasonably. This does not apply to claims arising from Customer Data, from combinations with anything we did not supply, or from your modification of the Service.

17. Term and termination

• These Terms begin when you first accept them and continue while your subscription is active.
• You may terminate at any time by cancelling your subscription, effective at the end of the current billing period.
• We may terminate or suspend your access for material breach that is not cured within 14 days of notice, or immediately for a breach of section 9 or a security risk. We may also discontinue the Service as a whole on 30 days’ notice. Fees already paid are not refundable in any of these cases — see our Refund Policy.
• On termination, your access ends, and we will delete or de-identify Customer Data within 30 days as described in the Privacy Policy. Export anything you need before then; you may request an export at any time before deletion.
• Sections 6.1, 11, 12, 14, 15, 16, 19, and 20 survive termination.

18. Changes to the Service and these terms

We may modify the Service over time. We will not materially reduce core functionality during a paid term without notice. We may update these Terms; for material changes we will give at least 30 days’ notice by email or in-product before they take effect. If you do not accept a material change, your remedy is to cancel before it takes effect. Continued use after the effective date means you accept the updated Terms.

19. Governing law and disputes

These Terms are governed by the laws of the State of Delaware, United States, without regard to its conflict-of-laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

Before filing a claim, each party agrees to try to resolve the dispute informally by contacting the other and negotiating in good faith for 30 days. If that fails, the state and federal courts located in Delaware will have exclusive jurisdiction, and both parties consent to that venue. Each party waives any right to a jury trial and to participate in a class or representative action. Either party may seek injunctive relief in any court of competent jurisdiction to protect its intellectual property or confidential information.

20. General

• Entire agreement. These Terms, with the Privacy Policy and Refund Policy, are the entire agreement between us and supersede all prior discussions.
• Severability. If any provision is unenforceable, it is modified to the minimum extent necessary and the rest remains in force.
• No waiver. Failure to enforce a provision is not a waiver of it.
• Assignment. You may not assign these Terms without our written consent, except to a successor in a merger or sale of substantially all assets. We may assign freely.
• Force majeure. Neither party is liable for delays caused by events beyond its reasonable control.
• Relationship. The parties are independent contractors. Nothing creates a partnership, agency, or employment relationship.
• Notices. We may give notice by email to your account address or in-product. You give notice to pooja@knowledgegaps.co.
• Publicity. We will not use your name or logo as a customer reference without your prior written consent.

21. Contact us

See also our Privacy Policy and Refund Policy.