--- title: "Customiser Terms of Service" description: "The terms for using Customiser, AI estimating and quoting software for metal fabrication: accounts, credits, your content, AI features and liability." url: "https://customiser.ai/terms" modified: "2026-09-30" --- # Terms of Service Last updated: 30 September 2026 ## 1. Who we are and what these Terms cover These Terms of Service ("Terms") govern your use of Customiser, the estimating and quoting software available at app.customiser.ai and customiser.ai (the "Service"). The Service is provided by Customiser AI Ltd, a company registered in England and Wales under company number 16814294, with its registered office at 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom ("Customiser", "we", "us"). The Service is for businesses. By creating an account or using the Service, you confirm that you are acting for a business, and that you have authority to accept these Terms on behalf of the organisation you register ("your organisation", "you"). If you do not agree to these Terms, do not use the Service. ## 2. The Service Customiser helps manufacturers prepare estimates and quotes from customer requests for quotation. It reads the documents you upload (drawings, bills of materials, specifications, emails and similar files), organises what they say into parts, requirements and questions, prepares quote-level manufacturing routes, and helps you build estimates and quotes using your own rates and rules. Customiser prepares information for estimating and quoting. It does not produce production nests, NC programs or toolpaths, flat patterns, bend programs, fixtures, MRP data, production schedules or shop instructions, and nothing it produces is an engineering approval. We may improve, change or discontinue features over time. If we remove a feature that is material to your use of the Service, we will tell you in advance where we reasonably can. ## 3. Accounts and your organisation - Each business uses the Service through one organisation account. Owners manage the organisation's members, roles, settings and purchases. - You must give accurate information when you register and keep it up to date. - You are responsible for everything done under your organisation's accounts, and for keeping sign-in details secure. We recommend that owners turn on two-step sign-in. - Tell us at [team@customiser.ai](mailto:team@customiser.ai) straight away if you believe an account has been accessed without permission. ## 4. Credits, payments and refunds ### Prepaid credits Work in the Service is paid for with prepaid credits, charged at our standard usage rate shown on our [pricing page](https://customiser.ai/pricing) and at checkout. We also offer credit packs and subscriptions at discounted rates, based on your organisation's usage, on the terms shown when you buy them. Prices exclude applicable taxes, which are added at checkout where required. ### How credits are used - Reading documents uses 1 credit per page, each time a document is read. This includes a new version of a document and a file uploaded again, because checking what changed requires reading it again. - AI features use credits according to the amount of AI processing each task actually requires. This varies with the size and complexity of the job and cannot be known in advance. Credits are deducted as the work happens. Your balance, and the credits used by each job, are shown in Settings. ### When your balance runs out Starting a job requires a positive balance. If your balance reaches zero while work is in progress, processing pauses. Work already completed is kept, and processing continues from where it stopped once you add credits. Because a step is charged once it has run, the last step before a pause may take your balance slightly below zero; that amount is deducted from your next purchase. ### Automatic top-up An owner may turn on automatic top-up, choosing a balance at which to top up and the amount to add. By turning it on, you authorise us to charge the saved payment method for that amount each time your balance falls below the level you chose, until you turn it off in Settings. If a charge is declined, automatic top-up is switched off and the owners are told. ### Expiry and refunds Credits do not expire while your organisation's account is open. Credits are a prepayment for use of the Service: they have no cash value, cannot be transferred or exchanged for money, and are non-refundable, except where the law requires otherwise or we agree otherwise in writing. ### Payment processing Payments are processed by Stripe. We do not receive or store your full card details. If a payment is reversed or disputed, we may pause new work for your organisation until the matter is resolved. ### Price changes We may change credit prices or the credits a task uses. We will give at least 30 days' notice of any increase. Changes apply only to purchases and usage after they take effect; credits you have already bought keep their value in credits. ## 5. Your content "Your content" means the files, text and data you or your members upload to or enter into the Service, and the results the Service produces from them for you (such as parts lists, requirements, routes, estimates and quotes). - You keep all rights in your content. - You give us a limited licence to host, copy, process, transmit and display your content only as needed to provide, secure and support the Service for you. This includes sending the necessary parts of it to the providers listed in our [Privacy Policy](https://customiser.ai/privacy) that help us run the Service. - We do not use your content to train artificial intelligence models, and we do not allow our AI providers to do so. - We do not sell your content or use it for advertising. - We may use aggregated measurements that do not identify you or your customers, or reveal your content (for example processing times, credit usage or error rates), to run and improve the Service. - We will only use your documents to test the accuracy of the Service with your separate written permission. You confirm that you have the rights needed to upload your content and to let us process it as these Terms describe, including any permissions required from your own customers. ## 6. AI features The Service uses artificial intelligence to read and interpret documents, propose structures, requirements, routes and questions, and draft text. AI output can be incomplete or wrong. The Service marks what was read from your documents, what was calculated and what was suggested by AI, and links each value to its source so you can check it. - AI suggestions are proposals for you to review. You decide whether to accept them. - You are responsible for checking estimates, quotes and any other output before you rely on it or send it to anyone, and for all commercial and technical decisions you make. - AI processing is carried out by third-party model providers under their commercial terms. Our current provider, Anthropic, does not use our data to train its models. ## 7. Export-controlled and restricted information The Service is not designed or authorised to store or process export-controlled or classified information. You must not upload: - technical data controlled under the International Traffic in Arms Regulations (ITAR); - information controlled under the Export Administration Regulations or similar export control laws, where the Service would not be a permitted recipient; - Controlled Unclassified Information (CUI) or classified information. The Service checks uploaded documents for common export-control markings and holds AI processing of any document where it finds them until an owner reviews it. That check is a safeguard, not a guarantee: you remain responsible for what you upload and for complying with the export control and sanctions laws that apply to you. ## 8. Acceptable use You must not, and must not let anyone else: - use the Service in breach of any law or anyone else's rights; - upload malicious code or content you do not have the right to share; - try to access other organisations' data, bypass security or usage limits, or disrupt the Service; - copy, reverse engineer or resell the Service, or use it to build a competing product, except as the law allows; - use automated means to access the Service other than the interfaces we provide. ## 9. Confidentiality Each party will keep the other's confidential information confidential and use it only for the purposes of these Terms. Your content is your confidential information. This does not apply to information that is public through no fault of the receiving party, that was lawfully known to it already, or that must be disclosed by law. Where the law allows, we will tell you before any disclosure required by law. ## 10. Data protection Our [Privacy Policy](https://customiser.ai/privacy) explains how we handle personal data. When we process personal data contained in your content (for example, contact details of your customers), we do so as your processor, on your instructions and to provide the Service. Our Data Processing Addendum is available on request from [team@customiser.ai](mailto:team@customiser.ai) and forms part of these Terms when you request it. ## 11. Availability and support We work to keep the Service available and reliable, but we do not guarantee that it will be uninterrupted or error-free, unless we agree a service level with you in writing. We may carry out maintenance and will try to do so at quiet times. Support is available at [team@customiser.ai](mailto:team@customiser.ai) and through Help and feedback in the app. ## 12. Suspension and closing your account - You may close your organisation's account at any time from Settings or by contacting us. Please export anything you want to keep before closing. - After an account is closed, we keep your organisation's data for 30 days in case you change your mind, then delete it permanently, as described in our [Privacy Policy](https://customiser.ai/privacy). Unused credits are not refunded when an account is closed, except where the law requires otherwise. - We may suspend or close an account, with notice where reasonably possible, if it is used in serious breach of these Terms, if a payment is reversed without good reason, or if we are required to by law. ## 13. Disclaimers Except as expressly set out in these Terms, the Service is provided "as is" and "as available". To the extent the law allows, we exclude all implied warranties and conditions, including those of satisfactory quality, fitness for a particular purpose and non-infringement. We do not warrant that any estimate, quote, route, measurement or other output is accurate, complete or suitable for your purposes. ## 14. Limitation of liability Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded. Subject to that, neither party is liable for any loss of profits, revenue, business, contracts, goodwill or anticipated savings, or for any indirect or consequential loss. Each party's total liability arising out of or in connection with these Terms in any 12-month period is limited to the greater of the amounts you paid us in the 12 months before the event giving rise to the claim, and GBP 100. ## 15. Indemnity You will compensate us for reasonable losses and costs arising from any claim by a third party that your content infringes their rights, or that your use of the Service breaches export control or sanctions law, except to the extent the claim results from our own breach of these Terms. ## 16. Changes to these Terms We may update these Terms. We will give at least 30 days' notice of material changes by email to your organisation's owners or in the Service. The changes take effect from the date stated in the notice. If you do not agree, you may close your account before they take effect. ## 17. General - These Terms, together with any order or agreement we sign with you and our [Privacy Policy](https://customiser.ai/privacy), are the whole agreement between us about the Service. - You may not transfer these Terms without our written consent. We may transfer them to a company that takes over our business, with notice to you. - If part of these Terms is found to be unenforceable, the rest remains in force. A failure or delay in enforcing a right is not a waiver of it. - Neither party is liable for delays caused by events outside its reasonable control. - These Terms and any dispute arising from them are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction. ## 18. Contact Customiser AI Ltd · Company number 16814294 · 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom · [team@customiser.ai](mailto:team@customiser.ai)