Volume 11 – Master Terms of Service (All Products)

Effective date: 19 January 2026

Last updated: 19 January 2026

These Master Terms of Service (“Terms”) govern access to and use of the Volume 11 websites, platforms, software and services (collectively the “Services”), including but not limited to Convo11, Content11, and any other Volume 11 products offered now or in the future.

By creating an account, subscribing, clicking “I Agree”, ticking a box confirming acceptance, or using any part of the Services, you agree to be bound by these Terms.

If you are accepting these Terms on behalf of a company or other legal entity, you represent and warrant that you have authority to bind that entity.

1) Who We Are

The Services are operated by Volume 11 Limited, an Isle of Man company (“Volume 11”, “we”, “us”, “our”).

Company name: Volume 11 Limited

Company number: 135210C

Registered address: 9 River Walk, Braddan, Isle of Man, IM4 4TJ

Contact email: info@volume11.ai

We are registered with the Isle of Man Information Commissioner for data protection purposes.

2) Definitions

“Account” means your registered account for the Services.

“Customer”, “you” means the business customer subscribing to or using the Services.

“End User” means your employees, contractors or authorised users under your Account.

“Customer Data” means all data you upload, submit, transmit or make available through the Services, including personal data.

“AI Features” means any features using machine learning / generative AI to draft, generate, classify, analyse, recommend, automate, or otherwise process content or communications.

“Generated Output” means any outputs produced by AI Features including text, images, suggestions, summaries, classifications, recommended actions, workflows, and automation decisions.

“Third-Party Services” means third party products/services integrated with or relied on by the Services (including telecoms carriers, messaging providers such as Twilio, and AI/model providers).

“Order Form” means any subscription, plan selection, checkout, pricing page selection, or written agreement specifying pricing and usage allowances.

“Product Specific Terms” means the terms applying to individual products set out in Section 23.

3) Scope of These Terms

3.1 These Terms apply to all Volume 11 Services and products unless a separate signed agreement overrides them.

3.2 If there is any conflict between these Terms and an Order Form, the Order Form prevails.

3.3 If you use multiple products (e.g., Convo11 and Content11), these Terms apply across all products.

4) Eligibility and Business Use Only

4.1 The Services are intended for business use.

4.2 You must be at least 18 years old and capable of forming a binding contract.

4.3 You must not use the Services for personal/consumer use unless explicitly allowed in writing.

5) Account Registration & Security

5.1 You must provide accurate information and keep it updated.

5.2 You are responsible for:

• keeping credentials secure;
• all activity under your Account; and
• ensuring End Users comply with these Terms.

5.3 Notify us immediately of unauthorised use or security issues.

6) Subscriptions, Fees, Billing

6.1 Services may be offered on subscription, usage-based billing, pay-per-action, pay-per-conversation, or other pricing models as specified at checkout and/or in the relevant Order Form.

6.2 You agree to pay all fees shown at checkout or in the Order Form.

6.3 Unless stated otherwise:

• subscriptions renew automatically each billing period; and
• fees are non-refundable once billed (except where required by law).

6.4 We may suspend access for late payment.

7) Acceptable Use Policy (AUP)

You must not (and must not allow End Users to):

7.1 Use the Services unlawfully or to violate any regulations.

7.2 Send, generate, publish, or distribute content that is:

• harassing, threatening, hateful, discriminatory or abusive;
• deceptive, fraudulent or misleading;
• defamatory or infringing;
• obscene or illegal; or
• containing malware or harmful code.

7.3 Engage in spam or unsolicited marketing, including:

• contacting individuals without a lawful basis/consent where required;
• using scraped, purchased, or unauthorised lists;
• failing to provide opt-out mechanisms; or
• failing to honour opt-outs and do-not-contact requests.

7.4 Impersonate others or misrepresent identity, authority, affiliations, approvals, or authorisations.

7.5 Interfere with system security or integrity, including reverse engineering, probing vulnerabilities, scraping, or overloading.

7.6 Use the Services to develop competing products or benchmark without written permission.

We may suspend or terminate Accounts breaching this AUP.

8) AI Terms (Important)

8.1 AI outputs are not guaranteed. You acknowledge:

• AI Features may produce incorrect, incomplete, misleading, offensive or outdated output;
• AI outputs are probabilistic and may vary;
• AI may misinterpret context; and
• AI output may not be suitable for use without independent verification.

8.2 No advice. Generated Output is not legal, financial, regulatory, medical, or professional advice.

8.3 Human review required. You are solely responsible for reviewing and approving Generated Output before use, publication, or sending to any person.

8.4 No reliance. You agree not to rely on Generated Output as accurate, complete, compliant, or fit for purpose without independent verification.

8.5 Automation risk. If you enable automated workflows (including auto-send), you accept increased risk and remain responsible for all outcomes.

9) Compliance Responsibilities (Your Obligations)

You are responsible for ensuring your use complies with applicable laws including:

• Isle of Man data protection laws and related requirements (and any equivalent to UK GDPR / GDPR where applicable);
• electronic marketing rules and requirements relating to consent/opt-out;
• consumer protection and advertising standards; and
• sector-specific rules (for example FCA rules for financial promotions, if relevant to your business).

You represent and warrant you have all necessary rights, consents, and lawful basis to process Customer Data and contact individuals.

10) Third-Party Services & Dependencies

10.1 The Services rely on Third-Party Services. We do not control them.

10.2 We are not responsible for:

• Third-Party outages or failures;
• carrier filtering, blocked messages, delayed/non-delivery;
• changing Third-Party policies, pricing or availability.

10.3 Your use may be subject to Third-Party terms, and you agree to comply with them.

11) Customer Data & Data Protection

11.1 You retain ownership of Customer Data.

11.2 You grant us a licence to host, process, use and transmit Customer Data solely to provide, maintain and secure the Services.

11.3 Data Processing Agreement (DPA). If we process personal data on your behalf, our DPA applies and is incorporated by reference: https://www.volume11.ai/dpa (or the correct URL if different)

11.4 Privacy Policy: https://www.volume11.ai/privacy-policy (or the correct URL if different)

11.5 Data usage / training. Unless explicitly agreed in writing, we do not use Customer Data to train general-purpose models outside providing the Services.

12) Security

We implement reasonable technical and organisational measures to protect Customer Data, but no system is completely secure. You are responsible for secure access controls, account permissions and End User management.

13) Intellectual Property

13.1 We own all IP rights in the Services, software, branding, and documentation, excluding Customer Data.

13.2 We grant you a limited, non-exclusive, non-transferable right to use the Services during your subscription.

13.3 You must not copy, resell, sublicense, reverse engineer, or exploit the Services except as permitted by law.

14) Generated Output Ownership

14.1 As between the parties, you may use Generated Output produced for you.

14.2 You remain responsible for:

• verifying accuracy and truthfulness;
• ensuring legal/regulatory compliance; and
• ensuring it does not infringe third-party rights.

15) Confidentiality

Each party agrees to keep the other’s confidential information confidential and to use it only to perform obligations under these Terms.

16) Service Availability

16.1 Services are provided “as is” and “as available”.

16.2 We do not guarantee uninterrupted operation, availability, or error-free results.

16.3 Maintenance, updates, changes and downtime may occur.

17) Disclaimer of Warranties

To the maximum extent permitted by law:

• we disclaim implied warranties including fitness for purpose, merchantability and non-infringement;
• we do not warrant that Generated Output is accurate, compliant or suitable; and
• we do not warrant any business outcomes (including SEO performance, ranking results, traffic, conversions, revenue, or lead volumes).

18) Limitation of Liability

18.1 Nothing excludes liability for:

• death/personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• any liability that cannot be excluded by law.

18.2 Subject to 18.1, we are not liable for:

• indirect or consequential loss;
• loss of profits, revenue, business, or goodwill;
• reputational loss;
• loss or corruption of data (except as set out in the DPA);
• claims arising from your campaigns, messages, publications, automations, or use of Generated Output.

18.3 Liability cap: Subject to 18.1, our total aggregate liability shall not exceed the total fees paid by you in the 12 months preceding the event giving rise to the claim.

18.4 You acknowledge the fees reflect this risk allocation.

19) Customer Indemnities

You shall indemnify and hold harmless Volume 11 from any claims, losses, damages, liabilities, fines, costs, and expenses (including reasonable legal fees) arising from or related to:

• Customer Data (including allegations you lacked rights/consent/lawful basis);
• your campaigns, messages, content, publications, and use of Generated Output;
• your failure to comply with data protection laws and/or electronic marketing requirements (including consent and opt-out);
• any allegation your content is unlawful, misleading, defamatory, discriminatory or infringing;
• regulated communications (e.g. financial promotions) made without appropriate approvals;
• breach of the AUP or these Terms; and/or
• your configuration choices (including automation/auto-send).

20) Suspension & Termination

20.1 We may suspend access immediately if:

• required by law or a Third-Party Service;
• we reasonably suspect breach of law/AUP;
• there is a security risk; or
• payments are overdue.

20.2 Either party may terminate:

• for material breach (uncured within 14 days after notice); or
• at the end of a billing period (subject to the relevant plan terms).

20.3 On termination:

• access ceases; and
• we may delete Customer Data after a reasonable period per the DPA/retention policy.

21) Feedback

If you provide feedback or suggestions, you grant us a worldwide, perpetual, royalty-free licence to use it without restriction.

22) Changes to Terms

We may update these Terms. Material changes will be notified via email or in-app notice. Continued use after the effective date constitutes acceptance.

23) Product Specific Terms

23A) Convo11 Specific Terms (Messaging & Conversations)

1. Convo11 may generate, recommend, or automate outbound/inbound communications.
2. No delivery guarantee: message delivery depends on carriers and Third-Party Services.
3. Consent & opt-out: you are responsible for ensuring proper consent/lawful basis and opt-out compliance.
4. Message responsibility: you remain responsible for all messages sent, including those generated by AI and/or automation.
5. Regulated sectors: you are solely responsible for compliance with sector-specific rules (including FCA rules if applicable).
6. Spam prevention: use of scraped/purchased lists is strictly prohibited.

23B) Content11 Specific Terms (Content Generation & Publishing)

1. Content11 may generate written content, metadata, titles, descriptions, summaries, images, or publishing outputs.
2. No ranking guarantee: we do not guarantee SEO performance, rankings, traffic or revenue outcomes.
3. Editorial responsibility: you must review content for accuracy, originality, compliance, and appropriateness before publishing.
4. IP risk: you are responsible for ensuring published content does not infringe third-party rights.
5. Third-party publishing: CMS/platform integrations are Third-Party Services and may fail or change.

24) Assignment

You may not assign these Terms without our written consent. We may assign to an affiliate or successor.

25) Entire Agreement

These Terms, together with the DPA and Privacy Policy, form the entire agreement between you and Volume 11 regarding the Services.

26) Governing Law and Jurisdiction

These Terms are governed by the laws of the Isle of Man.

Any dispute shall be subject to the exclusive jurisdiction of the Isle of Man courts, unless otherwise required by applicable law.

27) Contact

Questions about these Terms: info@volume11.ai