Terms of Service

Last updated: 26 April 2026

These Terms of Service ("Terms") form a binding agreement between Muon Works Ltd ("Ask.School", "we", "us", "our"), a company registered in England and Wales trading as Ask.School, and the school or organisation using our Service ("you", "your", "Customer"). They govern access to and use of the Ask.School platform, dashboard, chatbots, and related features (the "Service").

By creating an account, signing an order form, or using the Service, you agree to these Terms and our Privacy Policy, Acceptable Use Policy, Fair Use Policy, and Cookie Policy. If a separately-signed Master Services Agreement or order form exists between us, that document prevails to the extent of any conflict.

1. Definitions

• Service — the Ask.School platform and any related software, APIs, and content we provide.
• Customer / Organisation — the school, multi-academy trust, or other educational organisation that holds an Ask.School account.
• School Personnel — staff (and any other adult professionals) of a Customer who administer the Service.
• User — any natural person — School Personnel, parent, student, or public visitor — who interacts with the Service through the Customer's account.
• Content — anything Users or the Customer load into the Service (including documents, prompts, system prompts, chatbot configurations) and the AI-generated responses produced from it.
• Personal Data — has the meaning given in the UK GDPR.
• Subscription — a paid plan for the Service set out in an order or on the pricing page.
• Fees — the amounts payable for a Subscription, professional services, or other agreed services.

2. Acceptance and changes

You accept these Terms when you create an account, sign an order form, or otherwise use the Service. If you accept on behalf of a Customer, you confirm you are authorised to bind that organisation.

We may update these Terms from time to time. For material changes we will give the Customer's data-protection contact at least 30 days' written notice by email. Changes that are required by law, or that introduce new optional functionality, may take effect immediately. Continued use of the Service after the effective date counts as acceptance.

3. Eligibility and registration

The Service is sold to schools and other educational organisations only. Individual students, parents, and members of the public may not register directly. To register, the Customer must provide accurate information and a valid billing contact and keep that information up to date.

You are responsible for the security of administrator credentials. We expect administrator accounts to use multi-factor authentication. Tell us promptly at [email protected] if you suspect unauthorised access.

4. Schools, staff, students, and parents

Ask.School operates a dual-membership access model:

• Administrator path — School Personnel granted an organisation membership can configure chatbots, manage users, view safeguarding alerts, and run billing.
• End-user path — students, parents, and other staff reach chatbots through user-group memberships managed by the Customer. They do not have administrator access.

The Customer is responsible for:

• determining which chatbots are deployed and what they can do;
• granting and revoking user-group memberships, including for new joiners and leavers;
• obtaining any consents required under data-protection law — including parental or guardian consent for pupils under 13 — and providing required notices;
• complying with the school's own safeguarding and acceptable-use policies; and
• ensuring that the way it uses Ask.School is lawful in the jurisdictions in which it operates.

We act as data processor for Customer data under our Data Processing Agreement.

5. Acceptable use

Your use of the Service must follow our Acceptable Use Policy. Among other things you may not: misuse safeguards (jailbreak attempts), upload illegal content, harass others, infringe third-party rights, scrape or load-test the Service, share credentials, or resell the Service without our written agreement.

6. Subscriptions, fees, and free trial

• Annual billing. Subscriptions are billed annually in advance unless an order form says otherwise. Pricing is on the pricing page or in your order form.
• Free trial. New Customers may receive a 14-day free trial. During the trial we cap the number of student-equivalent users; the cap is described on the pricing page.
• Minimum size and overage. Subscriptions have a minimum student count (currently 200) and a tolerance buffer above your purchased quota. If your active student count materially exceeds the buffer for a sustained period, we will work with you to right-size your plan.
• Payment. Fees are payable in GBP unless agreed otherwise. Late payments may attract interest at 5% above the Bank of England base rate.
• Taxes. Fees are exclusive of VAT and other applicable taxes.
• Renewal. Subscriptions auto-renew for further annual terms unless you tell us in writing at least 30 days before the renewal date that you don't want them to.
• Refunds. Subscription fees are non-refundable except where required by law.

7. Fair use

The Service is shared infrastructure with finite per-use costs (notably for AI processing) and a duty to keep every school running smoothly. We expect you to use Ask.School in line with normal school operations.

We may take action — including rate-limiting, throttling AI responses, suspending a chatbot, contacting your administrator, or, in extreme cases, suspending the Service — where any of the following apply:

• Unexpectedly high volumes of chats. Sustained traffic that materially exceeds typical use for a school of your size, suggests automated or scripted access, or appears intended to load-test the platform.
• Inappropriate content uploaded. Documents or knowledge entries that contain illegal material, malware, sensitive personal data the school is not authorised to process, or content that breaches our Acceptable Use Policy.
• Attempts to generate inappropriate content. Prompts deliberately crafted to bypass safeguarding guardrails, generate sexual or extremist material, produce content targeting an individual, or otherwise misuse the Service.
• Repeated jailbreak or prompt-injection attempts against the chatbot or the underlying AI provider.
• Sharing chatbot access with third parties outside the school in a way that materially increases load (for example, scraping or embedding the chatbot on a public site without authorisation).
• Disproportionate AI resource use. Extremely long inputs, recursive prompt patterns, or other techniques designed or likely to consume an outsized share of AI capacity.

Where reasonable, we will contact your administrator or data-protection contact before taking action and work with you to resolve the issue — for example, by tuning a chatbot, removing a problematic document, or moving you to a more appropriate plan. Where there is an immediate safety, legal, or stability risk we may act first and notify you afterwards.

Full detail — including monthly allocations, rate-limit thresholds and the notification process — is in our Fair Use Policy.

8. AI accuracy and human oversight

Ask.School uses generative AI to produce responses. AI is probabilistic and can be wrong, biased, or out of date. Responses can vary even for similar prompts.

• Schools must apply human oversight: AI is a support tool, not a substitute for staff professional judgement, safeguarding decisions, or formal advice (legal, medical, financial, or pastoral).
• Where two Users ask similar questions they may receive similar answers; common AI outputs are not unique to a User.
• Schools should treat AI outputs as a starting point, verify accuracy where it matters, and configure their chatbots' system prompts and content limits to fit the audience.

We do not warrant that AI responses are accurate, complete, or fit for any particular purpose.

9. Content and intellectual property

• Customer content. The Customer (or the licensors who supplied the underlying material) retains ownership of any documents, configurations, system prompts, and other Content it loads into the Service. The Customer grants us a limited, non-exclusive, worldwide licence to host, copy, transmit, and display Customer content as needed to provide the Service, to comply with the law, and to enforce these Terms.
• AI outputs. Subject to OpenAI's terms (which we pass through), the Customer may use AI responses generated for it via the Service.
• Our IP. The Service, the underlying software, the Ask.School name and logos, and any improvements, derived insights, or aggregated metrics produced from running the Service belong to Muon Works Ltd. We grant the Customer a non-exclusive, non-transferable, revocable licence to use the Service during the Subscription term.
• Feedback. If you send us suggestions or ideas, you grant us a perpetual, royalty-free licence to use them without restriction.

10. Privacy, sub-processors, and data protection

How we handle Personal Data is set out in our Privacy Policy. The full sub-processor list is at /subprocessors, and our Article 28 obligations as processor are in the Data Processing Agreement. The DPA forms part of these Terms in respect of any Customer Personal Data we process.

We will notify the Customer's data-protection contact without undue delay, and within 72 hours where required, of any personal data breach affecting Customer data.

11. Confidentiality

Each party will protect the other's confidential information with at least the same degree of care it uses for its own (and in any event a reasonable degree of care), and will use it only to perform under these Terms. This obligation does not apply to information that is public through no fault of the receiving party, was known before disclosure, or is independently developed without reference to the other party's information. Disclosures required by law are permitted with prompt notice where lawful.

12. Service availability and support

We aim for 99.5% monthly uptime for core functionality, measured as the percentage of minutes during which an authenticated User can sign in and exchange chat messages, excluding scheduled maintenance and force-majeure events. We do not currently offer financial credits for missed targets, but we do publish material incidents and the steps we have taken to resolve them.

Email support at [email protected] is included in every Subscription, with priority response on Enterprise plans.

13. Suspension and termination

• For breach. Either party may terminate for material breach not cured within 30 days of written notice. We may suspend access immediately where there is a security risk, fair-use or acceptable-use breach, or non-payment more than 14 days overdue.
• For convenience. Either party may decline to renew at the end of a term by giving at least 30 days' written notice before the renewal date.
• For insolvency. Either party may terminate immediately if the other becomes insolvent, enters administration, or ceases to trade.
• Effect of termination. Subscriptions end and access is revoked. Outstanding Fees become immediately due. The Customer has 30 days from the end of the Subscription to export its data; after that we delete it (subject to our backup-retention windows in the Privacy Policy).

14. Liability and indemnity

• Mutual indemnity. Each party will indemnify the other against third-party claims to the extent they arise from that party's breach of these Terms or unlawful conduct.
• Liability cap. Except for a party's payment obligations, breach of confidentiality, infringement of the other's intellectual property, or liability that cannot be excluded by law (death or personal injury caused by negligence, fraud, fraudulent misrepresentation), each party's total aggregate liability arising under or in connection with these Terms is capped at the Fees paid or payable by the Customer in the 12 months preceding the event giving rise to the claim.
• Excluded losses. Neither party is liable for indirect, incidental, special, consequential, or exemplary loss; loss of profit, revenue, goodwill, or anticipated savings; or loss or corruption of data — even if foreseeable. AI outputs are provided "as is" with no implied warranty of accuracy, fitness for a particular purpose, or non-infringement.

15. Force majeure

Neither party is liable for delay or non-performance caused by circumstances reasonably beyond its control — including telecommunications and utility failures, strikes, riots, war, terrorism, sub-processor outages, pandemics, and acts of nature. Payment obligations are not excused.

16. General

• Governing law and jurisdiction. These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute, except that either party may seek urgent injunctive relief in any competent jurisdiction.
• Notices. Notices must be in writing and sent to the email address each party last gave the other for that purpose. Notices to us go to [email protected] (with a copy to [email protected] for data-protection matters).
• No assignment. Neither party may assign these Terms without the other's written consent, except to an affiliate or in connection with a merger, acquisition, or sale of all or substantially all of its assets.
• Independent contractors. The parties are independent contractors. These Terms do not create a partnership, agency, or employment relationship.
• No waiver. A failure to enforce a right is not a waiver of that right.
• Severability. If any provision is held unenforceable, the remainder of these Terms remain in force and the unenforceable provision is replaced by the closest enforceable equivalent.
• Entire agreement. These Terms, together with the policies they reference and any signed order form or DPA, are the entire agreement between us about the Service. They replace any prior agreements on the same subject.

Contact

• Sales — [email protected]
• Support — [email protected]
• Data protection — [email protected]
• Legal entity — Muon Works Ltd, registered in England and Wales (registered address available on request)