Effective Date: July 05, 2025
These Terms of Use constitute a legally binding agreement made between you, whether personally or on behalf of an entity ("you") and LUX GLOBAL LTD, trading as Karen Proof ("Company", "we", "us", or "our"), concerning your access to and use of the Karen Proof website and service as well as any other media form, media channel, mobile website or mobile application related, linked, or otherwise connected thereto (collectively, the "Service").
You agree that by accessing the Service, you have read, understood, and agree to be bound by all of these Terms of Use. IF YOU DO NOT AGREE WITH ALL OF THESE TERMS OF USE, THEN YOU ARE EXPRESSLY PROHIBITED FROM USING THE SERVICE AND YOU MUST DISCONTINUE USE IMMEDIATELY.
Karen Proof provides an AI-powered customer service practice and coaching service. The Service allows users to practice customer service interactions with realistic AI customers, receive instant feedback on their performance, track their progress over time, and improve their customer service skills in a safe, controlled environment.
The Service operates on a minute-based subscription system where each subscription tier provides access to a specific number of practice minutes per month. Users can engage in various customer service scenarios including handling complaints, billing disputes, product defects, refund requests, and difficult customer interactions requiring de-escalation techniques.
3.1 Age Requirement: You must be 18 years of age or older to create an account and use the Service. By using the Service, you represent and warrant that you are 18 years of age or older and have the legal capacity to enter into this agreement.
3.2 User Conduct: You are responsible for:
We reserve the right to suspend or terminate accounts that violate these terms.
4.1 Subscription Plans: The Service operates on a minute-based subscription system with the following tiers:
4.2 Billing: Subscriptions are billed monthly in advance. Unused minutes roll over for 90 days. You may cancel your subscription at any time, but no refunds will be provided for unused portions of your subscription period except as required by applicable law.
4.3 Free Trial: New users receive 20 free minutes to evaluate the Service. No payment information is required during the free trial period.
4.4 Price Changes: We reserve the right to modify subscription prices with 30 days' notice to existing subscribers.
5.1 Voice Recording: The Service records your voice during practice sessions to provide AI-powered feedback and coaching. By using the Service, you consent to these recordings being made and processed.
5.2 Data Ownership: You retain ownership of your voice recordings and can download or delete them at any time through your dashboard. We use recordings solely to provide the Service and improve our AI models in aggregated, anonymized form.
5.3 Data Security: All voice recordings are encrypted and stored securely. We implement industry-standard security measures to protect your data from unauthorized access.
5.4 Data Retention: Voice recordings are retained until you delete them or close your account. Practice session data and performance metrics may be retained for up to 2 years for service improvement purposes.
6.1 Our Content: The Service, including all software, databases, text, graphics, icons, hyperlinks, private information, designs, and agreements, as well as the collection, arrangement and assembly thereof, are the property of the Company or its licensors and are protected by copyright, trademark, and other intellectual property laws.
6.2 User Content: You retain ownership of any content you provide to the Service (such as voice recordings). By using the Service, you grant us a limited license to use, process, and analyze this content solely for the purpose of providing the Service and improving our AI models.
6.3 AI-Generated Content: Feedback, scores, and coaching tips generated by our AI are provided for educational purposes only. You may use this content for your personal professional development but may not redistribute or commercialize it.
7.1 Educational Purpose: The Service is designed for educational and training purposes only. Feedback and scores are based on AI analysis and should not be considered as definitive assessments of your customer service abilities.
7.2 No Guarantees: We do not guarantee that use of the Service will improve your customer service performance, customer satisfaction scores, or business results. Individual results may vary based on many factors including effort, application, and specific customer service environments.
7.3 Professional Judgment: You should use your professional judgment when applying techniques learned through the Service to real customer service situations. The Service is a training tool and does not replace proper customer service training, company policies, or professional judgment.
THE SERVICE IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE FULLEST EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
WE MAKE NO WARRANTIES ABOUT THE ACCURACY, COMPLETENESS, OR RELIABILITY OF THE AI-GENERATED FEEDBACK, SCORES, OR COACHING RECOMMENDATIONS. AI-GENERATED CONTENT IS PRODUCED ALGORITHMICALLY AND MAY CONTAIN ERRORS, INACCURACIES, OR UNEXPECTED ELEMENTS.
WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE FROM VIRUSES OR OTHER HARMFUL COMPONENTS. YOUR USE OF THE SERVICE IS AT YOUR OWN RISK.
TO THE FULLEST EXTENT PERMITTED BY LAW, IN NO EVENT SHALL WE BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, LOST REVENUE, LOST CUSTOMERS, DAMAGE TO BUSINESS REPUTATION, OR LOSS OF DATA, ARISING OUT OF OR RELATING TO YOUR USE OF THE SERVICE.
OUR TOTAL LIABILITY TO YOU FOR ANY CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE AMOUNT YOU PAID TO US FOR THE SERVICE IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM.
SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.
You agree to indemnify, defend, and hold harmless the Company and its officers, directors, employees, agents, and affiliates from and against any and all claims, damages, obligations, losses, liabilities, costs, and expenses (including attorney's fees) arising from:
We may terminate or suspend your account and access to the Service immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach these Terms.
You may cancel your subscription at any time through your account settings. Upon termination, your right to use the Service will cease immediately, and any unused subscription minutes will be forfeited.
You may request deletion of your account and all associated data by contacting us at team@karenproofai.com.
These Terms shall be governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of law principles.
Any disputes arising out of or relating to these Terms or the Service shall be resolved through binding arbitration in accordance with the rules of the London Court of International Arbitration. You may also pursue claims in small claims court if they qualify for such proceedings.
We reserve the right to modify these Terms at any time. We will notify you of any material changes by email or through the Service at least 30 days before they take effect. Your continued use of the Service after such notification constitutes acceptance of the new Terms.
We may also modify or discontinue the Service at any time with reasonable notice. We shall not be liable to you or any third party for any modification, suspension, or discontinuation of the Service, except as required by applicable law.
These Terms constitute the entire agreement between you and us regarding the Service. If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.
You may not assign these Terms without our prior written consent, but we may assign them without restriction.
For any questions about these Terms of Use, please contact us:
Email: team@karenproofai.com
Post: LUX GLOBAL LTD (trading as Karen Proof)
27 Old Gloucester St, Holborn
London, WC1N 3AX, United Kingdom