Fair Use Policy

1. What fair use means

Tuno is designed for one purpose: helping you with technology. Fair use means using the service for that purpose: getting help with your computer, your devices, your software, and your internet connection.

If you are using Tuno as a genuine personal technology assistant, you are almost certainly within fair use. This policy is not intended to penalise users who ask a lot of questions or need extra help. It exists to address situations where the service is being used in ways that are clearly outside its intended purpose, or where usage patterns suggest the account is being misused.

We do not set hard numerical limits on the number of genuine help conversations you can have, beyond the monthly usage allowance described below (with optional purchased credits or the More Help add-on). Separately, each subscription includes one trusted Windows PC, and you may add up to two Extra PC slots (£2.99 per month each) for a maximum of three trusted Windows PCs, so the service is used by the intended household and remains sustainable. You can remove an old computer when replacing it.

2. Expected usage

There is one public plan, Tuno, at £21.99 per month or £219 per year. The Family Portal and caregiver access are included for every account when you grant family-link consent; they are not a separate paid plan. A legacy Tuno Lite tier (£16.99 per month) exists only as an unadvertised retention offer (a downgrade instead of cancellation) and is not available for new self-serve signups.

Typical Tuno usage includes: several text or voice conversations per day about technology topics; step-by-step help with web pages (page text from the browser helper, used in the moment) when troubleshooting a problem; proactive monitoring running in the background, with Tuno alerting you to issues it detects; guided step-by-step help where Tuno explains what to click and talks you through tasks (you stay in control, and Tuno never operates your computer for you; on-screen highlighting and whole-screen vision assistance are planned and not active at launch); optional family and caregiver oversight through the Family Portal when you grant family-link consent; and one included Windows PC with optional Extra PC add-ons.

In practical terms, the monthly allowance described below funds roughly two hours of voice conversation a month at current AI costs, or a mix of shorter voice conversations and typed help. Email and scam safety checks do not count towards the allowance. These figures are illustrative: AI costs change and the time a given allowance buys may go up or down, and we will keep this description current.

Where the legacy Lite tier still applies, it is designed for primarily text-based help: a few text conversations per day, occasional guided help, and knowledge-base browsing. It does not include voice interaction, proactive monitoring, or elevated diagnostics.

We want to be clear: the vast majority of users will never come close to triggering any fair use concern. Even if you use Tuno every day, ask many questions, and frequently use voice help, you are almost certainly well within fair use, provided you are using the service for genuine technology assistance.

3. What is not fair use

Using Tuno as a general-purpose AI chatbot. Tuno is a technology assistant, not a general-purpose AI. Using Tuno primarily for topics unrelated to technology (such as creative writing, homework help, business analysis, research projects, recipe suggestions, or extended general knowledge conversations) is not fair use. Conversations naturally stray from pure technology topics sometimes, and an occasional off-topic question is perfectly fine; this applies to sustained, predominant use of the service for non-technology purposes.

Automated or scripted interactions. Interacting with the service using bots, scripts, automated tools, or any mechanism other than direct personal use through the intended application interfaces is not fair use and also breaches the acceptable use section of our Terms of Service.

Unattended or passive usage. Running continuous unattended voice sessions or other resource-intensive features for extended periods without actively engaging in a troubleshooting or assistance task is not fair use. Visual help (when available) is one look at a time, not passive background watching. The service is designed for active, interactive assistance, not passive background monitoring beyond what the proactive monitoring feature provides.

Commercial or business use. Using the service for commercial or business purposes on a personal subscription (for example, providing IT support to customers, employees, or clients) is not fair use. If you are interested in using Tuno in a business context, contact us at hello@asktuno.com.

Account sharing. Each Tuno subscription is for a single user. Sharing your account credentials with other people so that multiple individuals use a single subscription is not fair use. Family oversight features provide an authorised mechanism for family involvement; this does not extend to sharing the primary account for direct use by others.

Deliberately excessive usage. Deliberately generating a high volume of AI interactions for any purpose other than genuine personal technology assistance (whether to test the limits of the service, to extract AI model capabilities, or for any other purpose) is not fair use.

4. How we monitor usage

Your usage month runs from the day you joined (or started your subscription) until the same day of the following month, and then repeats on that same day each month. It is not the calendar month. On an annual plan you still get twelve monthly usage windows inside your paid year.

We monitor aggregate usage metrics at the account level, including: total estimated AI usage cost per usage month (text, voice, and related features; screen-vision minutes only if that feature is later re-enabled); remaining monthly usage allowance and any purchased extra credits; total number of conversations per usage month; total voice interaction minutes per usage month; and total email safety checks per usage month (these do not count toward your allowance). These are numerical totals only. We do not monitor the content of your conversations for fair use purposes: we do not read your messages or listen to your voice interactions to determine whether your usage is within fair use.

Each plan includes a monthly usage allowance sized so that about 67% of the plan price funds AI usage. Allowances are fixed in pence, not plan fractions: Tuno (£21.99 per month) includes £14.73 of allowance per usage month, and the legacy Lite tier (£16.99 per month) includes £11.38. In your first 30 days after signing up, the allowance is 120% of the normal amount so you can explore Tuno freely; from day 31 onward it returns to 100%.

We will warn you by email (and with a friendly in-app message) once when you reach about 90% of your allowance, once again at about 95%, and once when you reach 100%. Each of these notices is sent at most once per usage month, and if a family member or bill-payer is linked to your account, we also email them.

If you reach 100% of your allowance and have no remaining purchased credits, text chat continues and scam and email safety checks continue, while voice conversations and proactive monitoring pause until you add extra credits or your usage month resets on your join anniversary. (If whole-screen vision assistance is later re-enabled, that would pause on the same basis.)

You can buy extra credits from My Tuno or the Family Portal. A half pack costs £9.99 and grants £6.69 of credits; a full pack costs £16.99 and grants £11.38. Credits last for 3 months from purchase. You may also subscribe to More Help (£9.99 per month), which adds £6.69 of credits each month while the add-on is active.

Auto top-up is available as an opt-in: if enabled, we may charge for a credit pack off-session (never during a chat) at most once per usage month when your allowance is exhausted. We will never ask you to pay inside the chat window; that is how scammers operate, and we will not train you to trust payment requests in chat.

Soft feature pauses (voice and proactive monitoring, and screen vision if later re-enabled) only apply when your allowance and any purchased credits are exhausted. Core text help and safety checks remain available. Separately, accounts may still be flagged for human review if usage patterns suggest misuse of the kind described above (for example sustained use as a general-purpose chatbot, automation, or account sharing). Flagging for that review is automated, and no human reviews individual conversation content unless the automated system identifies an account that requires attention.

5. What happens if your usage is flagged

If our monitoring system flags your account for possible misuse, or if you repeatedly exhaust your allowance, we follow a graduated process. We will never take sudden action or cut off your service without warning.

Step 1, friendly notification. We send you a friendly in-app message and email letting you know that your usage appears to be higher than usual for your plan, and we may suggest buying a little extra credit, enabling auto top-up, or adding the More Help add-on. No change is made beyond the standard allowance rules, and you do not need to take any action unless you want to.

Step 2, conversation. If your usage remains significantly above the norm for a further usage month after the notification, we will contact you (or your linked family member or bill-payer if one is linked) to understand your needs. This is a genuine conversation, not a warning. We want to understand whether you are a heavy but genuine user who would benefit from More Help, regular credit top-ups, or auto top-up; whether there is a specific period of need (for example, setting up a new computer) that explains the higher usage; and whether your usage is consistent with fair use and the flag was a false positive. Based on this conversation, we may confirm that your usage is within fair use and dismiss the flag, suggest options that would better meet your needs, or discuss adjustments if your usage includes patterns that fall outside fair use.

Step 3, soft adjustment. If we have been unable to reach a resolution and your usage continues to be significantly outside the norm, we may make targeted adjustments to non-essential features to reduce costs, for example extending the interval between proactive monitoring checks, limiting the number of email safety checks per day, or (if whole-screen vision assistance is later re-enabled) reducing capture frequency during those sessions. Core text and voice assistance will remain fully available once any monthly allowance pause has been cleared by top-up or month reset. We will never remove your ability to ask Tuno for help with your technology, and any adjustments will be communicated to you in writing before they take effect.

Step 4, account review. In extreme cases of deliberate and sustained abuse (not genuine heavy use), we reserve the right to suspend your account under the acceptable use section of the Terms of Service. This will only happen after we have exhausted the earlier steps, we have given you at least 14 days' written notice, we have offered you an opportunity to respond, and (if a family member or bill-payer is linked) we have notified them. Account suspension for fair use reasons is a last resort, and we expect to use it very rarely, if ever.

6. Our commitment to elderly users

This policy is designed with Tuno's primary users, elderly individuals, in mind. We recognise that our users may not be familiar with concepts like fair use or usage limits, and we commit to the following.

Plain language: all communications about fair use will be written in clear, simple language, not legal or technical jargon. Patience: we will give you reasonable time to respond to any notification or request, and we will not rush you. Family involvement: where a family member or bill-payer is linked to your account, we will involve them before taking any enforcement action beyond a friendly notification, recognising that family members often manage the subscription and are better placed to discuss usage adjustments. No abrupt cutoffs: we will never suddenly stop providing service to an elderly user, and core text and voice assistance remain available throughout the graduated process. Genuine heavy use is welcome: if you are a heavy user of Tuno because you genuinely need a lot of technology help, we will work with you to find a solution, not penalise you. Benefit of the doubt: in ambiguous cases, we will always give you the benefit of the doubt.

7. Appeal and review

If you disagree with any action we take under this policy (including a notification, a suggested plan change, a service adjustment, or an account review), you have the right to appeal. Contact us at support@asktuno.com with a brief explanation of why you believe the action is unfair. You do not need to write a formal letter; a simple email or message through the application is sufficient.

If a family member or bill-payer is linked to your account, they can appeal on your behalf, which is particularly useful if you are not comfortable writing to us yourself.

We will acknowledge your appeal within 5 working days and provide a full response within 14 days. During the appeal period, no further enforcement action will be taken. If you are not satisfied with the outcome, you can escalate your complaint using the dispute resolution process described in our Terms of Service.

8. Changes to this policy

We may update this Fair Use Policy from time to time to reflect changes in our service, costs, or legal requirements. If we make material changes, we will notify you at least 30 days in advance by email or through the application. The "Last updated" date at the top of this policy shows when it was last revised.

9. Contact us

If you have any questions about this Fair Use Policy, contact us at support@asktuno.com.

Tuno AI Ltd. Registered in England and Wales, company number 17337203. Registered office: Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA.