Terms of Service

1. About the service

Tuno AI is an AI-powered technology assistant designed to help you use your Windows computer and related everyday technology (including smartphones and tablets) with confidence.

The Service includes: text conversations, where you ask questions and get help by typing; voice conversations, where you speak to Tuno and hear spoken responses; browser page help, where (with the browser helper installed) Tuno reads page text in the moment to help you with a web page; device awareness, where Tuno understands your computer's connected hardware and software where available and can guide you through steps on other devices you describe, which you operate yourself; optional family oversight, where trusted family members can monitor AI interactions and receive safety alerts; an optional web safety browser extension for Chrome and Edge that warns you about scams and phishing while browsing; and an optional Outlook add-in that checks whether emails are safe.

Screen assistance and visual guidance are planned but not active at launch. When re-enabled, and only with your agreement, Tuno would be able to see your Windows computer screen and highlight where to click while explaining each step. It does not click, type, or operate your computer for you: you stay in control and perform every action yourself.

The Service requires a Windows computer with an active internet connection. Some features need specific hardware, such as a microphone for voice interaction. Tuno works only while you are connected to the internet. If your connection is interrupted, Tuno cannot provide help; it will play a short pre-recorded message in Tuno's own voice letting you know it needs a connection, and will be ready again automatically as soon as you are back online.

2. Who can use Tuno

You must be at least 18 years old to use the Service. The Service is currently available to residents of the United Kingdom only, and works in English only. We may expand to additional countries in the future; if we do, jurisdiction-specific terms will be published before the Service launches in those regions.

You are responsible for keeping your account credentials secure. Choose a strong password and do not share it with anyone. Tell us immediately at support@asktuno.com if you suspect unauthorised access. Do not allow anyone else to use your account; the family oversight features provide a separate, authorised mechanism for family involvement.

Each customer account includes one active trusted Windows PC. You may add up to two Extra PC slots (£2.99 per month each) for a maximum of three trusted Windows PCs, intended to cover normal use such as a desktop, a laptop, and a replacement computer. You may remove an old trusted PC from the app or ask support to do it for you. Tuno is designed for one active Windows app session at a time; if you open Tuno on a second trusted PC, the newer session may pause the older one.

You must provide accurate and complete information when creating your account and keep it up to date.

3. Subscription plans and payment

There is one public plan, Tuno, at £21.99 per month or £219 per year (about £18.25 a month, equivalent to two months free). It includes full AI text and voice assistance, the Family Portal for every account when family-link consent is granted, and one Windows PC. Screen and visual guidance is planned and not active at launch.

All prices include VAT where applicable and are in pounds sterling. Tuno is a software-only subscription: nothing physical is sold or shipped, and no hardware purchase is required.

Optional add-ons, billed separately: More Help (£9.99 per month) adds extra AI usage credits each month (£6.69 of allowance). Extra PC (£2.99 per month per PC) adds one additional trusted Windows PC slot, up to two extras for three PCs in total. Credit packs (£9.99 or £16.99 one-time) grant fixed credits of £6.69 or £11.38 and expire after 3 months.

A Lite plan (£16.99 per month, core AI text assistance and guided help with a limited monthly usage allowance of £11.38) is not offered for new signups but may be offered to existing subscribers, for example as an alternative to cancellation. These terms apply to Lite subscriptions in the same way as to other plans.

Annual plans are billed once per year, in advance, and the full annual price and equivalent monthly cost are shown before you subscribe. Before each annual renewal charge we email you a reminder about 30 days beforehand, and again a few days before the charge is taken. Monthly plans receive a reminder a few days before each renewal. Each reminder states the plan, amount, renewal date, and how to cancel from your account page.

You can switch between monthly and annual billing at any time from My Tuno or the Family Portal. The change takes effect at the end of your current paid period, nothing is charged before then, and you can undo a scheduled switch at any time before it takes effect. When a switch to annual billing takes effect, a new annual period begins and the annual cancellation and refund rules described below (including the 30-day money-back guarantee) apply from that new start date.

Payments are processed securely by Stripe. We do not store your full payment card details. By subscribing, you also agree to Stripe's terms of service (stripe.com/legal). Your first payment is taken when you subscribe: we do not offer a free trial, and instead provide the 30-day money-back guarantee described below.

Auto top-up is optional. If you opt in, we may charge for a credit pack off-session when your monthly usage allowance is exhausted, at most once per usage month (your usage month runs from the day you joined to the same day next month, not the calendar month). We never take payment requests inside the chat window.

4. Money-back guarantee, cancellation, and refunds

If Tuno is not right for you, tell us within 30 days of your first payment (from the Family Portal or at billing@asktuno.com) and we will refund that payment in full. This guarantee applies once per customer, is in addition to your statutory rights (including the 14-day cooling-off right described below), and applies to both monthly and annual plans. The guarantee covers your subscription payment; because Tuno is software-only, there is nothing to return.

We may change subscription prices by giving you at least 30 days' written notice by email or through the application. Price changes take effect at the start of your next billing period after the notice period.

You may cancel at any time. On a monthly plan your subscription remains active until the end of your current billing month (the period from the day you joined or last renewed to the same day next month, not the calendar month), and no refund is due for the remaining days of that month. On an annual plan your subscription remains active until the next monthly anniversary of the day you joined or last renewed, and we refund the rest automatically: the months you have already used are charged at the monthly rate and whatever is left of your annual payment goes back to the card that paid. For example, if you joined on 7 February and cancel on 12 July, your access continues until 7 August and we refund your annual payment minus six months at the monthly rate; once ten months have been used there is nothing left to refund. The money-back guarantee takes precedence over this pro-rata rule: within 30 days of your first payment you receive a full refund and access ends immediately.

Under the Consumer Contracts Regulations 2013 you have a 14-day cooling-off right from the day you first subscribe. Because the Service begins immediately with your agreement, if you cancel within the 14 days after a paid charge you will receive a refund of that charge less a proportionate amount for the days of service already provided. Where the 30-day money-back guarantee gives you more (a full refund), we honour the guarantee.

5. How the service works

Tuno uses artificial intelligence to help you with tasks on your computer. The AI may answer your questions in text or voice, read page text from the browser helper when you ask for help with a web page, run read-only diagnostics and show you step-by-step guidance, and (when screen and visual guidance is re-enabled after launch) look at your screen and highlight areas to help you find the right button, menu, or message.

Tuno does not click, type, open applications, close windows, change settings, delete files, or install non-Tuno software on your behalf. You can stop voice listening when a voice session is active, stop screen viewing when that feature is available, and review the safety, diagnostic, and support records available to you through the product. Tuno logs relevant safety checks, diagnostics, scam detections, and support events for accountability.

If you enable family oversight, designated family members can view summaries of your AI conversations, receive alerts about potential safety concerns, and see safety alerts, diagnostic summaries, and product activity summaries where your consent allows. You control who has oversight access, and you can add or remove family members, or disable oversight entirely, at any time.

How we handle your data, in summary (full details are in our Privacy Policy): voice audio is never stored; it is processed in real time and immediately discarded, and no human at Tuno AI Ltd listens to your voice. Whole-screen captures are not taken at launch; when re-enabled, they would likewise be processed in real time, never stored, and never viewed by a human at Tuno AI Ltd. Text conversations are stored in encrypted form for up to 2 years, then anonymised. Device information is stored for the duration of your active account and deleted when your account is closed. Diagnostics about Tuno's functionality may be collected to troubleshoot setup, onboarding, connectivity, audio, device-scanning, and application errors; these are minimised and designed not to include voice recordings, screen captures, access tokens, passwords, full page content, or full IP addresses. Safety audit logs (records of safety events such as scam and phishing detections and the warnings Tuno showed you) are retained for up to 7 years, then anonymised, because this extended retention is necessary for safety and accountability. Payment data is handled by Stripe; we never store your full card details, and payment records are retained for 6 years as required by UK tax law. We do not sell your data, share it with advertisers, or use it for profiling or targeted advertising.

6. Important limitations

Tuno is a technology assistant. It is not a substitute for professional advice. It cannot diagnose medical conditions, recommend treatments, or replace your doctor, pharmacist, or any healthcare professional; if you have a health concern, contact your GP or call NHS 111. It cannot provide financial, investment, tax, or pension advice; consult a qualified financial adviser regulated by the Financial Conduct Authority. It cannot provide legal advice or act as a solicitor; consult a qualified legal professional. It is not an emergency service; in an emergency, call 999.

If Tuno provides information on health, financial, or legal topics, this is general information only and must not be relied upon as professional advice.

Tuno uses advanced artificial intelligence, but it is not perfect. It may occasionally give incorrect or incomplete answers, misunderstand your request, give guidance that does not fit what is actually on your screen, or be unavailable due to technical issues or maintenance. We work hard to make Tuno accurate and reliable, but you should always verify important information independently and review actions taken on your computer.

Tuno's scam and email safety checks provide a best assessment, not a guarantee. A safe verdict does not mean a message or website is definitely safe, and a warning may occasionally flag something genuine. Safety warnings are never blocks you cannot get past: you always make the final decision.

The Service requires an active internet connection. Tuno is an online-only service: all of its assistance is provided through our cloud AI. If your connection is interrupted, Tuno cannot perform any work; it will let you know, in its own voice with a short cached message, that it needs an internet connection, and will resume automatically once you are back online.

7. Acceptable use

You agree to use the Service responsibly. You must not: use the Service for any unlawful purpose; attempt to gain unauthorised access to our systems, other users' accounts, or third-party systems; use the Service to harass, threaten, or harm any person; attempt to reverse-engineer, decompile, or extract the source code of the application or its AI models; use automated tools (bots, scripts, crawlers) to interact with the Service beyond its intended interface; circumvent usage limits, subscription restrictions, or any technical measures we implement; resell, sublicence, or commercially exploit the Service without our written permission; use the Service to process personal data of third parties without their consent; deliberately provide misleading information to the AI to cause it to take harmful actions; use the Service in any way that could damage, disable, or impair our systems; use the Service primarily as a general-purpose AI chatbot for topics unrelated to technology assistance; use the Service for commercial or business purposes on a personal subscription (for example, providing IT support to customers or employees); or share your account credentials with others so that multiple people use a single subscription.

We reserve the right to suspend or terminate your account if you breach these terms.

8. Fair use

Tuno is an AI-powered service where each interaction has a real cost. To keep the Service sustainable, high-quality, and available for everyone, your use of the Service is subject to our Fair Use Policy, which forms part of these terms.

Fair use means using Tuno for its intended purpose: getting help with your computer, devices, software, and internet connection. If you are using the Service as a genuine personal technology assistant, you are almost certainly within fair use, and the vast majority of users will never need to think about this policy.

We monitor aggregate usage metrics (such as total conversations and voice minutes) at the account level to identify usage patterns significantly outside the norm for the subscription. We do not monitor the content of your conversations for fair use purposes.

If your usage is flagged as unusually high, we follow a graduated process: a friendly notification, a conversation about your needs, a soft adjustment to non-essential background features if needed, and (only in cases of deliberate abuse, and always with at least 14 days' written notice) an account review. We will never abruptly cut off service to an elderly user, we will always give you reasonable time to respond, and we will involve your linked family member or bill-payer (where one is linked) before taking any enforcement action.

9. Intellectual property

The Service, including the Tuno application, its design, code, AI models, branding, and documentation, is owned by Tuno AI Ltd or our licensors. These terms do not transfer any ownership to you. You are granted a limited, non-exclusive, non-transferable, revocable licence to use the Service for your personal, non-commercial purposes in accordance with these terms.

You retain ownership of any content you provide to the Service, such as text messages and files. By using the Service, you grant us a limited licence to process your content solely for the purpose of providing and improving the Service. We do not claim ownership of your conversations, screen content, or any other personal content.

10. Limitation of liability

Nothing in these terms excludes or limits our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any liability that cannot be excluded or limited by English law.

Subject to the paragraph above, to the maximum extent permitted by law: we are not liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service; we are not liable for any loss of data, profit, revenue, business, or goodwill arising from your use of the Service; we are not liable for any damage to your computer, software, or data caused by steps you take following Tuno's guidance, provided we have taken reasonable care in designing and operating the Service (remember: Tuno guides you but does not operate your computer, and you perform every action yourself); and our total aggregate liability to you for any claims arising from or related to these terms or the Service shall not exceed the total amount you have paid us in the 12 months preceding the claim.

We will provide the Service with reasonable care and skill. If we fail to do so and this causes damage to your device or digital content, we will either repair the damage or compensate you. However, we are not liable for damage that you could have avoided by following our advice or by installing updates we make available.

These terms do not affect your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015.

11. Availability and changes to the service

We aim to keep the Service available at all times but do not guarantee uninterrupted access. The Service may be temporarily unavailable due to scheduled maintenance (we will try to give advance notice), unscheduled technical issues, or factors beyond our reasonable control.

We may update, modify, or change the Service from time to time to improve it, fix bugs, or comply with legal requirements. If we make material changes that reduce the core functionality you are paying for, we will give you at least 30 days' notice and you may cancel your subscription for a pro-rata refund.

The Windows desktop app may also install signed Tuno updates on your computer. By default, Tuno checks for updates automatically and may install a fix quietly when you are not using the app, including when we detect a problem that a newer version resolves. You can turn automatic update checks and automatic problem-fix updates on or off in Settings, under Updates. This is a service control for keeping Tuno working, not a separate privacy consent.

12. Suspension and termination

You may cancel your subscription and close your account at any time through your account settings or by contacting us at support@asktuno.com. When you cancel, your access continues until the end of the current billing period: the billing month on monthly plans, or, on annual plans, the next monthly anniversary of the day you joined or last renewed (with the automatic refund of unused months described above).

We may suspend or terminate your account if you breach these terms (including the Fair Use Policy), if you do not pay for your subscription after we have given you reasonable notice, if we are required to do so by law, or if we reasonably believe your account has been compromised. If we terminate your account for breach of these terms, we may do so without notice; in all other cases we will give you reasonable notice.

When your account is terminated, whether by you or by us: your account enters a 30-day soft-delete period during which your data is retained but your account is deactivated; during this period you may contact us to reactivate your account and recover your data; after 30 days your data is permanently and irreversibly deleted. Safety audit logs are retained in anonymised form for up to 7 years, as required for safety compliance, and will not be attributable to you after anonymisation. We may retain certain data where required by law, for example financial records for tax compliance.

You may request a copy of your data in a machine-readable format before or during the soft-delete period by contacting privacy@asktuno.com. We will provide this within one month.

13. Family oversight: additional terms

Family oversight is an optional feature available on every Tuno subscription when the primary account holder grants family-link consent. The primary account holder (the person being assisted by Tuno) controls whether family oversight is enabled, which family members have oversight access, and what information family members can see.

Family members with oversight access agree to use oversight features only for the wellbeing and safety of the primary account holder, not to share information obtained through oversight with third parties without the primary account holder's consent, and to respect the primary account holder's right to disable oversight at any time.

If we become aware of a serious and immediate risk to the safety or wellbeing of any user, we reserve the right to take appropriate action, which may include contacting emergency services. This is a last resort and would only occur in extreme circumstances.

14. Dispute resolution

If you have a complaint or dispute, please contact us first at support@asktuno.com. We will try to resolve the matter informally within 14 days.

These terms are governed by the laws of England and Wales. Any disputes that cannot be resolved informally will be subject to the exclusive jurisdiction of the courts of England and Wales. If you are resident outside England and Wales, you retain any mandatory consumer protection rights granted by the laws of your part of the UK, and nothing in these terms removes those rights.

Nothing in these terms affects your statutory rights as a consumer.

15. Your data protection rights

Under UK data protection law you have the right to: access a copy of the personal information we hold about you; correct inaccurate or incomplete personal information; delete your personal information (subject to lawful exceptions such as safety audit logs); restrict how we use your personal information while a concern is being resolved; receive your data in a structured, machine-readable format; object to processing based on legitimate interest; and withdraw consent at any time for consent-based features (family oversight, web safety, and marketing emails).

Voice interaction is part of the core service we provide under our contract with you. You can switch it off at any time in Tuno's settings, and Tuno will not process your voice while it is off. Screen assistance, when re-enabled after launch, will work the same way: off in settings means no screen capture.

To exercise any of these rights, contact us at privacy@asktuno.com. We will respond within one month. Full details are in our Privacy Policy.

If you are not satisfied with our response, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.

16. International users

The Service is currently available in the United Kingdom only. Before the Service is made available in any other jurisdiction, we will publish the jurisdiction-specific terms that apply there (covering local data protection, consumer, and tax requirements) and update these terms.

17. General provisions

These terms, together with our Privacy Policy, Fair Use Policy, and any other documents referenced in them, constitute the entire agreement between you and Tuno AI Ltd regarding the Service.

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. Our failure to enforce any right or provision of these terms does not constitute a waiver of that right or provision.

You may not transfer or assign your rights under these terms without our written consent. We may assign our rights and obligations under these terms to another organisation (for example, in the event of a merger or acquisition), provided the assignee agrees to honour these terms.

These terms do not confer any rights on any person or party other than you and Tuno AI Ltd, except to the extent that family members are given oversight access as described above.

18. Changes to these terms

We may update these terms from time to time. If we make material changes, we will notify you at least 30 days in advance by email or through the application. Continued use of the Service after the changes take effect constitutes acceptance of the revised terms. If you do not agree with the changes, you may cancel your subscription.

19. Contact us

If you have any questions about these terms, contact us at hello@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.