Terms of service

1. Your agreement

These terms apply between the operator of orch identified above and the person or organisation using the service. By creating an account or purchasing a plan, you agree to these terms and the acceptable-use policy. If acting for an organisation, you must have authority to bind it. You must be at least 18. Our privacy notice explains how we handle personal data.

Keep your account details accurate and your credentials private. Tell us promptly if you suspect unauthorised access. Workspace administrators are responsible for inviting the right people, assigning roles and removing access when needed.

2. The service

orch helps teams collect and analyse references from TikTok and Instagram, organise boards and documents, and develop content ideas. Features depend on available public information and third-party services. A creator may hide metrics or remove a video; transcripts, AI output and search results can be inaccurate or unavailable. We do not guarantee virality, revenue or other content performance.

We may maintain or change the service, with reasonable notice of material changes where practicable. We do not promise uninterrupted access. Your internet connection, source-platform access and compatible devices are your responsibility.

3. Your content and permissions

You retain your rights in content you submit. You give us permission to store, process, display and transmit it as needed to provide and secure orch, including through our service providers and to members of your workspace. This does not transfer ownership of third-party videos or give you permission to republish them.

Only save and process material you have a lawful basis and permission to use. Public availability is not a copyright licence. Respect creator rights, platform terms and privacy. Review AI suggestions before publication; you are responsible for how you use them. Notify support of suspected rights infringements with the source URL and a description of your rights.

4. Plans, billing and credits

Prices are shown in USD. The checkout states the amount, cadence, applicable taxes and any discounts before payment. Plans renew monthly or annually unless cancelled. Annual plans are charged in full for the year. All paid plans include the research tools; credits, included seats and extra-seat prices vary.

Credits measure processing, not money held on deposit. Monthly plans receive a period allowance; annual plans receive twelve months of credits together for the annual period. Unused credits expire at the end of their period and do not roll over. A failed job may return processing credits according to the applicable job rules; this is separate from a monetary refund. No charges are made for reusing an eligible existing public-video analysis.

Additional seats are billed separately. Plan or seat changes are arranged through support, with the price and effective date confirmed before a change. Existing subscription prices are not automatically replaced by a new public price. We provide appropriate notice before any change to your agreed renewal price.

If payment fails, update your payment method through Manage billing. Access to paid processing may be limited while payment is overdue. We do not treat a failed payment as a request to delete your data.

5. Cancellation and refunds

You can turn off renewal through Manage billing, or contact support. Ordinary cancellation ends access at the end of the paid period. Immediate cancellation and monetary refunds are handled through support under our refund policy. If you have mandatory consumer rights, those rights take priority over our discretionary usage-based calculation.

Export the content you need before requesting deletion. Cancelling billing, deleting an account and deleting a workspace are distinct actions. Contact support for help with shared-workspace ownership, exports or deletion.

6. Acceptable use and suspension

Do not use orch for unlawful activity, infringement, harassment, abusive scraping, malware, credential sharing, evasion of limits or attempts to access someone else’s data. The acceptable-use policy gives further detail.

We may restrict access where reasonably necessary to protect users, investigate misuse, comply with law or address non-payment. Where lawful and safe, we explain the reason and give a reasonable opportunity to resolve it. Contact support if you believe a restriction is a mistake.

7. Responsibility

We exercise reasonable care and skill in providing the service. Nothing in these terms excludes liability that cannot lawfully be excluded, including fraud or death or personal injury caused by negligence, or removes mandatory consumer remedies.

For business customers, to the extent permitted by law, our total liability arising from the service is limited to fees you paid for orch in the twelve months before the event giving rise to the claim. We are not responsible for indirect or consequential losses, loss of anticipated profit or outcomes caused by your reliance on unverified AI or third-party content. This business limitation does not apply where mandatory law prevents it.

8. Contact, changes and disputes

Send notices and complaints to the email or postal address above. We will try to resolve concerns directly. English law governs these terms and courts of England and Wales have jurisdiction, subject to any mandatory protection or right to use your local courts as a consumer.

We will notify you of material changes to these terms with reasonable notice before they apply where practicable. If a change materially disadvantages you, contact us before it takes effect to discuss cancellation and any refund required by law. A provision that is unenforceable does not invalidate the rest of these terms.