Terms of Service

Including Terms and Conditions

Version 0.9 | Publication draft prepared 14 October 2026

Effective date: insert the approved publication date before release. This draft is not yet an offer or an effective customer agreement.

1. Who we are and how these Terms work

1.1 FORMM is provided by FORMM AI LTD, company number 17372021, a UK private limited company. Our registered office is Uncommon Fulham, 126 New Kings Road, London, United Kingdom, SW6 4LZ. Contact us at hello@formm.ai. “FORMM”, “we”, “us” and “our” mean that company, not an AI employee or a customer using our platform.

1.2 These Terms govern the FORMM website, interactive demonstrations and the FORMM services we make available to you, including supported web or mobile applications, AI employees, connected tools and generated workspaces (the “Service”). A feature described here is governed by these Terms when offered; its inclusion does not promise that it is available in every plan, country or release.

1.3 A “Business Customer” is a person or organisation contracting mainly for business, trade or professional purposes. A “Consumer” is an individual acting wholly or mainly outside those purposes. A sole trader or someone starting a business is not automatically a Consumer or automatically excluded from consumer protection: the actual purpose matters. “Customer” means the contracting Business Customer or Consumer. “User” means a person permitted to use the Service. A company account and an independently established Personal FORMM account are separate services and contexts.

1.4 You accept these Terms by an affirmative acceptance presented to you before an interactive demonstration, account creation or order. An authorised representative accepting for a Business Customer confirms their authority to bind that customer. An invited User must follow these Terms and their authorised access rules, but does not personally assume their employer’s subscription fees merely by joining. Browsing the website does not create a paid order or authorise us to act for your employer. Our website materials remain protected by applicable intellectual property law.

1.5 An “Order” is an agreed order form or the plan and purchase details expressly accepted at checkout, together with our order confirmation. We confirm paid orders electronically in a form you can save. You can correct your information before submitting an order. The contract is made when we send our acceptance or activate the agreed Service following your acceptance, whichever occurs first. We will promptly return any payment for an order we decline.

1.6 An expressly agreed signed variation or Order takes precedence over these Terms on the matters it specifically changes. The Data Processing Addendum (“DPA”) controls conflicts about processing Customer Personal Data; mandatory transfer clauses control conflicts within their scope. Section 16 overrides inconsistent provisions for Consumers. Mandatory rights cannot be excluded by any document. The Privacy Policy explains our processing practices and is not a request for blanket consent. The Cookie Policy explains device storage and consent choices.

2. Eligibility, accounts and security

2.1 You must be at least 18, able to enter a binding contract, and in a country where we offer the relevant Service. Do not conceal your location or evade legal, sanctions, export or service restrictions. Our Service is not directed at children. A customer-operated application for children or another regulated audience requires separate assessment and express agreement before deployment through FORMM.

2.2 Give accurate account and billing information, keep it current, and use only identities and connections you are entitled to use. Protect devices, credentials and recovery methods; use the security measures reasonably required for the Service. Tell us promptly about suspected unauthorised access. Do not put passwords, private keys or complete payment-card details into ordinary chat; use approved secure connection methods.

2.3 Business Customers manage their authorised Users, roles, connections and internal instructions. They must have a lawful basis for providing other people’s information, give required notices, and obtain permissions or consents where required. Those responsibilities do not remove FORMM’s own obligations for security, lawful processing or its acts and omissions.

2.4 A title such as owner, CEO, manager, administrator or billing owner does not by itself entitle someone to all confidential content. Access depends on the relevant service permissions and applicable law. Personal FORMM content is not made available to a company merely because it employs you or pays for a separate company account. Information already sent through an employer’s email, chat, device or other managed system is subject to that system’s controls; moving a copy into Personal FORMM does not make the original private.

3. What AI employees can and cannot do

3.1 “AI employee”, employee names, role titles and avatars describe software. They are not people, employees in the legal sense, licensed professionals, directors or independently authorised agents. FORMM provides software services, not a staffing, regulated advice or emergency-response service.

3.2 The Service may generate, retrieve, analyse or summarise information; prepare documents, software or workspaces; coordinate people and other software; and perform supported actions through connected systems. Outputs can be incomplete, inaccurate, outdated, biased or unsuitable. A confident answer, agreement between models, a role label or a reported verification is not a guarantee of correctness. We remain responsible for supplying the Service with the care and skill required by these Terms and applicable law.

3.3 Review important outputs and proposed actions using reliable sources and suitable human expertise. Do not use the Service as the sole basis for a decision with legal or similarly significant effects on a person, or as a substitute for a qualified professional where one is needed. Human review must be meaningful, not a rubber stamp. An “advisory” label does not remove legal duties that apply to the actual use.

3.4 Results depend on the information, tools, permissions, funding and capabilities available. We do not promise a particular revenue, cost saving, productivity outcome, legal result, business launch or uninterrupted autonomy. Estimates of time saved or labour-equivalent value are not proof of cash savings or guaranteed return on investment.

3.5 Do not rely on FORMM for emergencies, crisis monitoring, medical diagnosis or treatment, or real-time safety-critical control. Use appropriate emergency or professional services. This restriction does not prevent lawful reporting of concerns or use of ordinary support channels.

4. Instructions, approvals and external actions

4.1 Your instructions authorise only the work and access you are entitled to authorise, within current configured permissions, spending limits and approval rules. Accepting these Terms, connecting an account, assigning a goal, or naming an AI employee does not grant unlimited authority to spend, disclose information, enter contracts, sign documents or change rights.

4.2 You are responsible for checking the intended recipient, amount, account, content and scope when approving a consequential action. We must apply the Service’s applicable permission and approval controls; we cannot transfer responsibility for our failure to apply those controls merely because an action was requested by a User.

4.3 A supported standing instruction can permit recurring work without repeated prompts. It remains subject to valid authority, data access, safety controls and funding. Authority to report on an issue is not authority to change it. An AI-generated message cannot confer powers that the sender does not have.

4.4 You can withdraw a connection or instruction and use available pause, cancellation and spending controls. An action already submitted to an external system may still complete. Stopping a Job does not necessarily reverse a payment, message, filing or other external effect. We will take reasonable steps to establish and communicate the status of affected work; recovery or reversal depends on the relevant system and authority.

4.5 Connected services are also governed by their own terms. You must have permission to access and automate them and respect rate limits, licences and restrictions. Browser or computer use is not permission to bypass access controls, scraping restrictions, training restrictions or another provider’s rules. We are responsible for our chosen subprocessors as required by the DPA; describing a dependency as third-party does not waive that responsibility.

5. Acceptable use and restricted activities

5.1 Do not use the Service for unlawful, fraudulent or deceptive activity; unauthorised access or disclosure; malware; harassment or exploitation; infringement of intellectual property or privacy; unlawful discrimination; spam or prohibited marketing; evasion of safeguards or usage charges; or interference with the security or availability of the Service. Lawful security research is welcome through hello@formm.ai, but testing another customer or production system requires appropriate authorisation.

5.2 Do not impersonate a real person or conceal AI involvement where disclosure is required, fabricate approvals or evidence, remove required AI provenance or safety markings, or represent an AI role as a licensed human professional. Do not use the Service for prohibited surveillance, unlawful biometric or emotion-based analysis, exploitative profiling, or unlawful decisions about employment, credit, housing, education, healthcare or other significant interests.

5.3 High-risk or regulated workflows require their own capability, legal and deployment assessment, appropriate agreements and effective safeguards before activation. An ordinary subscription is not approval for automated hiring or dismissal, lending decisions, regulated financial activity, clinical use or public-sector determinations. Customer responsibility does not displace any duties FORMM has as a provider or deployer.

5.4 Do not submit health, biometric, criminal-offence, highly sensitive personnel or similarly restricted information unless the relevant feature is expressly enabled for that category and the necessary lawful basis, permissions and safeguards are in place. Do not submit HIPAA-regulated protected health information without an executed business associate agreement and an expressly supported service. Routine business contact information is not prohibited simply because it identifies a person.

5.5 We may investigate suspected misuse using necessary and proportionate access. We may refuse unsafe or unlawful instructions, restrict a feature or suspend affected access under section 13. We will not treat lawful criticism, complaints, protected reporting or exercise of legal rights as prohibited use.

6. Your content, outputs and our technology

6.1 “Customer Content” includes submitted prompts, files, connected-system content, company context, private memory, customer-specific instructions and outputs created for a Customer. You retain your rights in your inputs. As between you and FORMM, and to the extent permitted by law, you own the outputs generated specifically for you; we assign to you any rights we have in those outputs. For Business accounts, these rights belong to the Business Customer unless otherwise agreed with the relevant rightsholder.

6.2 This does not transfer our pre-existing platform, models, software, reusable generic components, documentation, trademarks or third-party material. We grant the permissions needed to use our components as part of the authorised Service. Where an approved export contains our components, the applicable export licence must identify any continuing use rights. Third-party and open-source components keep their own licences. We do not promise that every output is original, unique, copyright-protected, non-infringing or exportable as a standalone product.

6.3 You grant us a limited right to access, host, copy, transform, transmit and otherwise process Customer Content only as necessary to provide, secure and support the agreed Service, comply with law, and act under the DPA or your lawful instructions. This is not permission to publish your content, market with your name or logo, or reuse your confidential processes for another customer.

6.4 We do not use Customer Content to train models shared across customers or permit our model suppliers to use it for their general model training under the ordinary Service. Private retrieval, memory and customer-specific configuration used to do your work are different from model training. Any separately offered training or contribution programme needs specific agreement and valid data, source and provider rights; enabling the Service or giving feedback does not enrol you.

6.5 We may improve our general software and methods using independently licensed material, suitable synthetic examples and operational measurements that we are entitled to use. Removing names does not by itself make personal or confidential information reusable. General feedback may be used to improve the Service, but this does not enlarge our rights in accompanying private content or waive data protection restrictions.

6.6 We respect intellectual property complaints. Send hello@formm.ai details of the protected material, the disputed content or location, your contact information and the basis of your authority. We may request further information, restrict content where appropriate, notify affected customers where lawful and provide a reasonable route to challenge a mistaken restriction.

7. Confidentiality and data protection

7.1 Each party must protect the other’s non-public business, technical and personal information with reasonable care, use it only for the permitted relationship, and share it only with people or providers who need it and are bound by suitable duties. Information independently developed, lawfully received without restriction, or public through no breach is not confidential merely because one party also provides it. A party relying on an exception must be able to substantiate it.

7.2 Legally required disclosure is permitted only to the necessary extent. Where lawful, give the affected party notice and reasonable assistance to seek protection. These Terms do not prevent protected disclosures, cooperation with regulators or exercise of statutory rights. Confidentiality lasts while the information remains confidential; agreed retention and deletion rules still apply.

7.3 The Privacy Policy explains when we act as controller. For personal data we process on a Business Customer’s instructions, the DPA is incorporated into these Terms and must be completed with the applicable processing and supplier details before that processing begins. A Customer cannot instruct us to waive the rights of other people. We will not treat employer permission as the employee’s consent where the law requires a separate legal basis or consent.

7.4 We use reasonable technical and organisational safeguards appropriate to the risk. No system is completely secure. Any certification, residency, retention, security or availability commitment must be expressly stated in the applicable agreed documentation; planned certification or a supplier’s certification is not FORMM certification.

8. Plans, orders and payment

8.1 Your Order states the service period, price, currency, included allowance, usage rates or calculation method, taxes, renewal arrangements and other material limits. We do not apply unpublished prices or undisclosed recurring charges. Consumer checkout prices include unavoidable taxes and charges as required by law; business prices may be stated exclusive of applicable taxes if clearly identified.

8.2 You authorise the payment method for the amounts and billing arrangements you expressly accept. Usage charging, subscription renewal and automatic top-up are distinct permissions. A payment provider’s terms may apply to the payment method; they do not remove your rights against FORMM for our Service.

8.3 A promotional or trial allowance has the value, eligibility, duration and limits clearly presented with the offer. It is not unlimited service, cash or a promise of future funding. Reaching its limit does not automatically authorise a paid subscription. We will require a separately accepted paid arrangement before charging.

8.4 Only a person with billing authority may buy credits, subscribe or enable an automatic top-up. The top-up mandate must specify the trigger, purchase amount and applicable cap. An AI employee cannot create or increase a billing mandate just by proposing more work. You may withdraw an automatic top-up mandate without cancelling unrelated services.

8.5 Tell us promptly about a suspected billing error at hello@formm.ai. We will investigate and correct errors, including duplicated or unauthorised charges for which we are responsible. Delay does not extinguish mandatory rights. A genuine dispute about part of a bill does not excuse payment of the undisputed part. We will not suspend access solely to pressure you to abandon a valid consumer right or privacy request.

9. Credits, metering and work limits

9.1 Work credits measure authorised FORMM usage under the applicable Order. They are not a deposit account, investment, transferable money or funds held to make purchases from merchants. Your company balance, personal balance and merchant transactions remain separate. No per-employee or per-seat charge applies unless expressly included in your Order.

9.2 Estimates are not final charges. A reservation temporarily sets aside an allowance; settlement records measured billable work under the agreed rate. We will release unused reservations and correct errors. A reported “completed” result does not by itself establish that all its cost was validly incurred. Where a maximum spend has been agreed, we must respect it rather than treat an estimate as permission to exceed it.

9.3 Work can incur costs even when it finds no result or cannot reach the intended outcome. We may charge such work only where the agreed charging rules permit it. We will not impose duplicate charges for the same billable event or charge customers for platform-fault retries where those charges were not properly authorised. Reversal or correction of a charge does not falsely establish that an external action was reversed.

9.4 Any credit expiry, order of consumption, rollover or refund restriction must be clearly disclosed before purchase. No expiry is implied where none is disclosed, and we will not shorten an existing purchased entitlement retrospectively. Credits cannot be resold or transferred except through an expressly supported process. Refunds required by law or these Terms take precedence over an offer’s restrictions.

9.5 Insufficient credits or an applicable cap may pause affected work. This is not cancellation of every outstanding responsibility or permission to discard required recovery state. Retention and deletion limits still apply. Resumption is subject to current permissions and circumstances and must not blindly replay an earlier payment or action. Privacy requests, cancellation and essential stop controls are not made conditional on buying more credits.

10. Renewal, cancellation and changes

10.1 A subscription renews only if automatic renewal was clearly disclosed and expressly accepted. Renewal follows the period and price in the Order, subject to lawful notified changes. You may turn off renewal before the next renewal charge through the applicable online billing control or by contacting hello@formm.ai. We will provide confirmation. We will not require a sales call or an obstructive sequence to cancel a subscription bought online.

10.2 Cancelling renewal normally leaves the paid Service available until the current term ends. A request to delete an account or immediately stop all work is different; we will make that distinction clear. Amounts properly incurred before cancellation remain payable, subject to refunds and consumer rights. A Business Customer does not normally receive a refund for convenience cancellation during an agreed fixed term, unless the Order, these Terms or law says otherwise.

10.3 Price increases may apply only at renewal or to a new purchase, not during a prepaid fixed term. For a Consumer’s automatically renewing subscription, an increase must reflect an objectively justified change in the cost of providing the Service, tax or law, be proportionate to that change, and leave a real opportunity to cancel before it takes effect; otherwise we must offer a new price for your express acceptance. We will explain the reason and give at least 30 days’ advance notice of an increase or materially adverse contractual change. We do not have a general right to rewrite the bargain at our discretion. A different legally required notice window will be honoured, with an additional reminder where needed. Where required, a change needs your express agreement. Changes apply prospectively; posting new text alone does not authorise new processing purposes or a new payment mandate.

10.4 We may make reasonable service changes for security, legal compliance, compatibility, maintenance or development. We will not materially reduce the main agreed paid functionality without a lawful basis, reasonable notice and an appropriate remedy. If a materially adverse change is not acceptable, you may end the affected Service before the change and receive a proportionate refund of prepaid unused fees and eligible purchased credits made unusable by it. Necessary urgent protective changes may take effect sooner, with prompt explanation where lawful.

10.5 We provide applicable renewal, trial, price-change and annual reminder notices. Consumer rights under section 16, and any longer notice, withdrawal, refund or cancellation protection required locally, take priority.

11. Generated software and customer-operated applications

11.1 Internal Spaces and externally published applications are different. Publishing is permitted only through an expressly supported release process. Generated software needs appropriate testing for security, privacy, accuracy, accessibility and the intended users before real-world use. A successful preview is not proof that an application is production-ready or legally suitable.

11.2 For an application you operate, you are responsible for your offering, end-user terms, notices, lawful content, permissions, fulfilment, taxes, refunds and the necessary licences. You must clearly identify yourself as the operator or merchant, not represent FORMM as the seller of your goods or regulated services. FORMM remains responsible for its own service and processing obligations.

11.3 An external customer of your application does not become a member of your internal company workspace. Do not expose company data through public views, links or permissions without authority. Public hosting, domains, payment connections and resource limits require the applicable agreed service arrangements; this document does not provide an unlimited hosting entitlement or payment-services authorisation.

11.4 Payments by your customers to you are separate from your FORMM charges. Payment providers may impose their own merchant terms and eligibility checks. FORMM is not merchant of record, a payment institution, or custodian of your merchant funds unless a separate express written agreement establishes that role. Suspending a FORMM account does not automatically refund or cancel your customers’ contracts; you must arrange continuity and communications responsibly.

12. Availability, support and beta features

12.1 We will provide the Service with reasonable care and skill and take reasonable steps to maintain its security and availability. Support requests go to hello@formm.ai. There is no guaranteed response time, uptime level, round-the-clock human support or disaster-recovery time unless expressly agreed in an Order or service level agreement.

12.2 We may identify a feature as experimental or beta before use and explain material limits. Use appropriate test data and controlled workflows. A beta label does not remove data protection duties, mandatory consumer rights or responsibility for our negligence. Do not assume a roadmap item is an available feature.

13. Suspension, termination and data exit

13.1 We may restrict the affected Service where reasonably necessary to address a serious security risk, unlawful use, material breach, non-payment of undisputed overdue amounts, or a legal requirement. Where practicable, we will explain the reason and allow a reasonable opportunity to resolve it. Immediate action may be required for urgent harm, but restrictions should be proportionate and reviewed. Contact hello@formm.ai to challenge an apparent mistake.

13.2 Either party may terminate for a material breach not corrected within 30 days after written notice, where correction is possible. Termination may be immediate for a serious irremediable breach. We may discontinue a paid Service for convenience on at least 30 days’ notice; we will refund prepaid fees for the unused period and the unused purchased credits that cannot reasonably be used or transferred to an agreed replacement. These remedies do not limit mandatory or additional contractual remedies.

13.3 On termination, stop use of the affected Service and pay properly outstanding amounts. You may request export during a standard 30-day exit window unless earlier deletion is requested or a different lawful period is agreed. Where applicable switching or portability law gives a longer period or additional rights, those rights prevail. We will not condition statutory access or portability rights on settling a commercial dispute. Security or legal restrictions may require a protected export method rather than ordinary account access.

13.4 We will delete or return Customer Personal Data as provided in the DPA and Privacy Policy. The ordinary service standard is deletion of remaining live work content within 30 days after the exit window, and expiry of isolated backup copies within a further 90 days. Limited records needed for lawful accounting, security, disputes or legal obligations may be retained separately for the applicable period. They must not become a continued source for ordinary AI work. Disconnecting a source does not delete information already lawfully sent to an external recipient.

13.5 Clauses intended to continue, including accrued payment obligations, confidentiality, intellectual property, appropriate liability provisions and dispute terms, survive termination. Survival does not override a deletion duty or extend a processing purpose.

14. Responsibility and liability: Business Customers

14.1 This section applies only to Business Customers. Nothing limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or restricted. Nothing restricts a person’s statutory data protection rights or a regulator’s powers.

14.2 Subject to section 14.1, neither party is liable to the other for indirect or consequential loss, or loss of profit, revenue, anticipated savings, goodwill or business opportunity. Reasonable direct costs of restoring data following a breach for which that party is responsible are not excluded merely because they concern data.

14.3 Subject to sections 14.1 and 14.4, each party’s total aggregate liability arising out of the Agreement is limited to the greater of £1,000 and the fees paid or payable for the Service during the 12 months immediately preceding the first event giving rise to the claim. Related events constitute one event for this calculation. For breaches of confidentiality or the DPA, the aggregate cap is twice that amount. These are separate category caps, not a fresh cap for each claim.

14.4 The caps do not excuse fees properly due, amounts to be refunded under these Terms, or deliberate unlawful misuse of the other party’s intellectual property. Each party must take reasonable steps to limit avoidable loss. Liability is allocated according to responsibility; a customer instruction does not excuse FORMM’s breach of its own controls or contractual duties.

14.5 Except for express commitments and terms that cannot lawfully be excluded, no additional warranty is given that AI outputs will be error-free, that third-party software will always be accessible, or that the Service will achieve a particular business outcome. Any exclusion or cap applies only to the extent it is lawful and reasonable in the circumstances. It is not a representation that a court will enforce it in every case.

15. General terms and disputes

15.1 These Terms and the relevant Order form the agreement on their subject, without excluding liability for fraud or any binding pre-contract information protected by law. A purchase order’s standard terms do not amend this Agreement unless expressly accepted. Neither an AI conversation nor a support message changes an Order unless sent through an authorised contractual process.

15.2 Neither party is responsible for delay caused by events genuinely outside its reasonable control, to the extent reasonable mitigation cannot avoid the effect. This does not excuse sums already due, data-protection duties, or failure to have reasonable safeguards. If a material paid Service remains unavailable for more than 30 consecutive days as a result, the Customer may end the affected Service and receive a proportionate refund for the unavailable prepaid period.

15.3 A party may transfer this Agreement with consent not unreasonably withheld, or to a genuine successor to the relevant business that can perform it and protects the other party’s rights. We will inform affected customers where required; a transfer does not authorise a new data-use purpose. Consumers may end the Service with an appropriate refund if a transfer materially reduces their contractual protection.

15.4 Failure to enforce a right immediately is not a waiver. An unenforceable provision is separated only to the extent necessary, without rewriting mandatory protections. No person other than the parties has contractual enforcement rights unless these Terms, the DPA or mandatory law expressly provide otherwise. Data-subject rights and rights under transfer clauses remain intact.

15.5 For Business Customers, the Agreement is governed by the laws of England and Wales and the courts of England and Wales have exclusive jurisdiction, unless a signed Order agrees otherwise. Either party may seek urgent protective relief in a competent court. The Consumer rule is in section 16.7.

15.6 Contract and service notices may be sent to the current contact supplied for the relevant account, except where law requires another form. Legal notices to FORMM may be emailed to hello@formm.ai or sent to our registered office. A failed or bounced delivery is not proof of receipt. We retain necessary records of the accepted terms and notices and will provide a copy on request.

16. Additional protections for Consumers and Personal FORMM

16.1 This section overrides conflicting business provisions. Section 14’s business liability caps and exclusions do not apply to you as a Consumer. We provide services with reasonable care and skill and digital content with the quality, fitness, description and other guarantees required by applicable consumer law. Where those rights are not met, you may have rights to correction, repeat performance, repair or replacement, price reduction, cancellation or refund. We cannot take those rights away by calling the Service “AI”, “beta” or “as is”.

16.2 For a qualifying UK or EEA distance contract, you normally have 14 days to withdraw without giving a reason, beginning on the day after the contract is made. A longer period applies where the law requires it, including for missing information. To withdraw, send a clear statement to hello@formm.ai or our registered office, or use the online withdrawal function where provided. Sending your notice before the deadline is sufficient.

16.3 If you expressly ask us to start an ongoing service during the withdrawal period, you may owe only the lawful proportionate amount for service actually provided before withdrawal, provided we gave the required information. You do not lose the right to withdraw from an ongoing subscription merely by logging in or using some credits. A service-only withdrawal right ends on full performance during that period only where the required express request and acknowledgement have been obtained.

16.4 For a separately supplied digital-content item, loss of a statutory withdrawal right on immediate supply occurs only where the law permits it and we first obtain your express consent, acknowledgement of that consequence and give the required durable confirmation. General acceptance of these Terms is not that separate consent. Without the required steps, we will not rely on the exception or impose charges that the law prohibits.

16.5 When you exercise a valid withdrawal right, we reimburse the amount due without undue delay and within 14 days of being informed, using the same payment method unless you expressly agree otherwise, without a refund fee. Any lawful deduction must be explained. After the withdrawal period, you can still cancel renewal under section 10 and use all rights arising from faulty service, unlawful charges or material changes. App-store payment and cancellation routes will be explained before an app-store purchase; they do not remove mandatory rights against the responsible trader.

16.6 We are responsible for foreseeable loss and damage caused by our breach or failure to use reasonable care and skill. We do not exclude liability for fraud, death or personal injury caused by negligence, or other non-excludable liability. You should take reasonable steps to avoid preventable loss. We do not impose a business indemnity on Consumers. Any liability limitation is subject to applicable fairness requirements and statutory remedies, including mandatory Australian or other local consumer guarantees where applicable.

16.7 The laws of England and Wales govern the Agreement, but this choice does not deprive you of mandatory protections of the law of your habitual residence where they apply. You may bring proceedings in the courts made available by mandatory consumer law, including your local courts where applicable. We will bring proceedings against you only where consumer jurisdiction rules permit. These Terms contain no mandatory consumer arbitration, jury-trial waiver or class-action waiver.

16.8 Contact hello@formm.ai with a complaint. We will investigate fairly and tell you the outcome and available next steps. At a deadlock we will provide information about any competent alternative dispute resolution scheme and whether we are obliged or willing to participate, as required by law. You remain free to contact the relevant consumer authority or court; a complaint to us is not a waiver or mandatory substitute for that right.