Visitor Terms

1. About these Terms

1.1. These Terms govern your use of a Dwel-powered AI guide ("Guide") as a visitor.

1.2. A Guide is offered by a museum, attraction, or other location ("Site") using the Dwel platform.

1.3. By starting or using a Guide, you agree to these Terms.

1.4. If you don't agree, don't use the Guide.

1.5. These Terms are between you and Dwel AI Ltd ("Dwel", "we", "us"), a company registered in England and Wales (company number 15899996), registered office 45 Albemarle Street, Mayfair, London, England, W1S 4JL.

1.6. Contact: contact@dwel.ai.

1.7. If you're a Site or other business using Dwel to build and manage Guides, your use is governed by our separate Platform Terms, not this document.

2. How the Guide Works

2.1. Dwel Guides are AI-powered: they use speech recognition to convert spoken words into text, retrieve information from Site-verified content, generate language through AI models, and synthesise spoken responses.

2.2. When you ask a question, you're interacting with an AI system, not a member of Site staff.

2.3. The spoken voice is synthetic (text-to-speech), not a human recording.

2.4. Responses are grounded in the Site's own content but may be incomplete, inaccurate, or out of date.

2.5. You should independently verify any information you depend on, including opening hours, accessibility, directions, safety details, and prices.

2.6. Treat AI responses as informational, not as professional, safety, or curatorial advice, and don't rely on them where accuracy matters.

3. Who Can Use a Guide

3.1. Guides are typically deployed in public venues such as museums, galleries, and town centres, and may be used by visitors of any age.

3.2. We don't ask your age before you use a Guide. If you are a parent or guardian supervising a child using a Guide, the protections described in our Privacy Policy (see "Children's Privacy") apply regardless of the child's age.

3.3. If you are under 18, you should use a Guide with the awareness or support of a parent, guardian, or accompanying adult where practical.

4. Payment

4.1. Some Guides are free to access.

4.2. Where a Site has enabled payment, you'll be shown the price before you're asked to pay, and that price is final at checkout.

4.3. Paid access is tied to that specific Guide and starts running from the point you begin the session.

Payment Processing

4.4. Payments are processed by Stripe.

4.5. Stripe collects and handles your payment details (e.g. card information) directly - we don't see or store them ourselves.

4.6. Dwel AI Ltd is the merchant of record for your payment - your checkout and receipt will show Dwel (or Stripe, acting on Dwel's behalf), not the Site.

4.7. By paying for a Guide, you also agree to Stripe's own terms, available at stripe.com/legal.

4.8. The price shown to you is inclusive of any applicable VAT or other sales tax, which Dwel is responsible for accounting for.

Refunds and Your Cancellation Rights

4.9. Once you start a paid Guide, you're receiving digital content with immediate performance. Before you confirm payment, you'll be asked to actively confirm that you want the Guide to begin immediately and that, in doing so, you agree to lose the standard 14-day cancellation right that would otherwise apply - consistent with UK consumer law on digital content.

4.10. You won't be able to complete payment without giving this confirmation.

4.11. If a Guide doesn't work as described due to a fault on our side, contact contact@dwel.ai and we'll fix the issue or refund you.

5. Voice Input and Conversation Data

5.1. If you choose to speak, your browser will request microphone access.

5.2. Audio is captured only while you actively hold or trigger the talk controls.

5.3. Raw audio recordings are not retained after transcription.

5.4. You can use typed input instead of voice, and can revoke microphone permissions in your browser or device settings at any time.

5.5. Don't share sensitive personal information through voice or chat input.

5.6. Our retention of conversation text is described in our Privacy Policy (see Section 5.7 below).

5.7. Our collection and use of your personal data ("Visitor Data": conversation content, device/session data, and payment data) is governed by our Privacy Policy, which forms part of these Terms.

6. Acceptable Use

6.1. Don't use a Guide to break the law.

6.2. Don't use a Guide to harass or disrupt Site staff or other visitors.

6.3. Don't attempt to disrupt, scrape, reverse-engineer, or make automated calls to the Guide or its systems.

6.4. Don't attempt to bypass technical or geographic access restrictions.

6.5. Don't submit unlawful, abusive, or rights-infringing content, or attempt to manipulate the AI into producing harmful or off-purpose content.

6.6. Don't use the Guide to build a competing product or service.

7. Content and IP

7.1. Dwel and its licensors own the Guide, its software, branding, and AI-generated output.

7.2. These Terms don't transfer any ownership rights to you.

7.3. We grant you a limited, personal, non-commercial licence to use a Guide you've accessed.

7.4. If you submit prompts, feedback, or similar content, you grant us a licence to use it to operate and improve the Guide.

7.5. We may also use anonymised, aggregated usage data for analytics and product improvement.

8. Availability

8.1. We aim to keep the Guide available but don't guarantee uninterrupted or error-free operation.

8.2. We may change, suspend, or discontinue the Guide or any part of it at any time.

9. Disclaimers and Liability

9.1. The Guide is provided "as is" and "as available," without warranties to the fullest extent permitted by law.

9.2. AI output may contain errors and is for informational purposes only (see Section 2).

9.3. Subject to applicable law, we are not liable for indirect or consequential losses, including losses from reliance on AI-generated responses.

9.4. To the extent permitted by law, our total direct liability to you is limited to the amount you paid for the specific Guide in question (or, for free access, to a nominal amount).

9.5. This limit doesn't apply to liability that can't be limited by law, such as death or personal injury caused by our negligence, or fraud.

9.6. Nothing in this section affects your statutory consumer rights.

9.7. Nothing in this section limits or excludes any right you have under the Consumer Rights Act 2015 to a repair, replacement, price reduction, or refund where digital content is faulty, not as described, or not fit for purpose. The limit in Section 9.4 applies only to claims for damages beyond those statutory remedies.

10. Third-Party Services

10.1. The Guide depends on third-party providers, including speech, hosting, and payment providers, and may reference third-party content.

10.2. Dwel is not responsible for third-party services, except as set out for Stripe in Section 4.

11. Changes

11.1. We may update these Terms or the Guide from time to time.

11.2. The version live on our website at the time you access a Guide applies.

11.3. Continued use after a change means you accept the update.

12. Governing Law and Contact

12.1. These Terms are governed by the laws of England and Wales, and the English courts have jurisdiction.

12.2. This doesn't limit any mandatory consumer protections in your home country.

12.3. Questions about these Terms: contact@dwel.ai.

12.4. Data protection queries: privacy@dwel.ai.

12.5. Registered office: 45 Albemarle Street, Mayfair, London, England, W1S 4JL.