Terms of Service

1. About these terms

These terms are a contract between you and Symbiote Fitness Ltd, company number 16649354, whose registered office is 3rd Floor, 86-90 Paul Street, London, England, EC2A 4NE (Symbiote, we, us). They apply to the Symbiote platform, websites, applications, AI features, and related services.

By creating an account, accepting these terms, or using the service, you agree to them. If you use the service for a business, you confirm that you have authority to bind that business. You must be at least 18 years old.

2. The service and roles

Symbiote provides software that enables coaches to configure an AI-assisted coaching service, manage clients, store coaching materials, communicate, track activity, and take payments. Coaches are independent businesses, not employees, agents, or medical providers appointed by Symbiote.

A client's coaching contract, price, refund rights, professional advice, and results are primarily between the client and their coach. Symbiote may process payment and provide platform support, but does not supervise every coach-client interaction. Coaches are responsible for services they advertise and deliver.

3. Accounts and eligibility

You must provide accurate information, keep it current, protect your credentials, and promptly tell us about unauthorised access. You are responsible for activity under your account unless caused by our breach.

Coaches must provide genuine business and payout information, complete required payment-provider checks, maintain appropriate qualifications and insurance for their services, and comply with consumer, advertising, professional, health, and data-protection law. A client may join only through an eligible coach and must complete any required subscription activation before paid or AI features are available.

Access to the website does not guarantee that coach onboarding, payments, payouts or every AI feature is available in your country. Availability depends on applicable law, our supported offering and provider eligibility, including Stripe Connect requirements for your genuine business location. Do not misrepresent your location or identity or bypass sanctions or provider restrictions. Contact support@symbiotefitness.com before purchase if country eligibility is unclear. Nothing in this paragraph transfers Symbiote's own legal duties to you.

4. Subscriptions, prices, and payment

Prices, billing frequency, included usage, overage rates, taxes, and any time-limited promotion are shown at checkout before you commit. The checkout description and order confirmation form part of this contract. Subscriptions renew automatically for the displayed billing period until cancelled.

Coach platform subscriptions are paid to Symbiote. Client coaching subscriptions may be charged by the coach through Stripe Connect. Stripe processes payment details and may apply its own terms. You authorise recurring charges and applicable usage-based charges shown at checkout.

We may change future prices or plan limits by giving reasonable advance notice. A price change will not take effect during a prepaid billing period unless required by law or agreed by you. We will not advertise or charge for WhatsApp, custom voice cloning, white-label or priority-support add-ons while those features are marked coming soon.

Your pricing version and client capacity, where applicable, are recorded with your subscription. Existing subscriptions retain their agreed prices, limits and valid promotional terms; a new public offer does not automatically migrate an existing subscription. Legacy base-package capacity plans require explicitly purchased additional capacity before new clients can exceed their limit. The client-license plan instead supports automatic seat growth as disclosed at checkout: when enabled, completed client checkouts can add licenses with partial-period charges collected on the next invoice. An estimate alone does not purchase capacity, and the initial platform subscription must be paid before activation.

Live AI voice, WhatsApp, custom voice cloning, white-label and priority-support add-ons are coming soon. They are not included in current client-license plans.

Food scanning includes 90 scans per client per calendar month (UTC). Scanning pauses at that allowance with no automatic scan overage charge. Manual food logging remains available. Each chat message uses one message from the message allowance, whether or not images are attached. A food photo sent in chat uses one food scan, not a photo analysis. Progress and physique photo analysis uses the photo-analysis allowance, one per photo actually analyzed. Photos attached to a check-in use no photo analysis until they are actually analyzed.

The current new-subscription client-license plan costs USD20 per client license per month. Each full-period license includes 150 AI responses pooled across the coach workspace, including proactive replies and completed proactive review drafts, and four photo analyses per client. Automatic seat growth is enabled by default. A completed client checkout, including a coach-offered trial, adds a license if no license is available. The partial-month charge and allowances are prorated; the charge is collected on the next invoice alongside the next full month. Coaches can opt out in Billing. Checkouts already started retain their reservation and may still add a seat. Abandoned checkouts do not add seats. Opting out does not cancel existing licenses or accrued charges. Manual license additions require confirmation of an immediate prorated charge. Reductions take effect at renewal and turn off automatic growth. Overdue accounts cannot expand automatically. Usage top-ups remain separate, explicit purchases.

Stripe deducts payment-processing fees from your client payments. Symbiote covers Stripe platform and subscription-management fees billed to Symbiote within its license price; no separate Symbiote processing surcharge or revenue commission is added. Other Stripe services you enable may have their own fees.

There are no automatic usage overage charges or refills on this plan. Optional one-time packs cost USD12.50 for 50 AI responses or USD5 for ten photo analyses. Credits are granted only after payment is confirmed, expire 90 days after payment, and require active funded access. No food-scan packs are offered. Unused included allowances expire at the end of the funded billing period. Photo top-ups are pooled across the workspace.

Existing contracts retain their agreed pricing, entitlements and granted promotions. New offers do not retrospectively reprice existing subscriptions. Any future change to an existing contract requires its own notice and acceptance as applicable.

5. Promotions

Promotional offers are subject to the terms shown when offered, including eligibility, redemption limits, duration, excluded products, and the price after the offer. Unless stated otherwise, offers cannot be combined, transferred, exchanged for cash, or applied retrospectively. We may refuse or reverse misuse, duplicate redemption, fraud, or an obvious pricing error, but will not remove a valid discount from a completed paid period.

An advertised offer or price estimate does not itself establish eligibility or reserve a promotional place. The offer confirmed at checkout governs your subscription; existing valid promotional commitments are preserved.

Current new-subscription offer: One monthly license price. No compulsory roster bundle or additional Symbiote commission. No automatic usage charges. AI pauses at your allowance unless you explicitly purchase a one-time top-up. Top-ups do not renew automatically.

6. Cancellation, cooling-off, and refunds

You can cancel renewal through the billing controls where available or by contacting support@symbiotefitness.com. Cancellation normally takes effect at the end of the current paid period. Where you expressly request immediate service before checkout, we record that request in the payment record. Our Refund and Cancellation Policy explains statutory cooling-off rights, service commencement, refunds, failed payments, and coach-client charges and is incorporated into these terms.

Nothing in these terms limits rights that cannot lawfully be excluded, including UK consumer rights.

7. Health, fitness, and AI limitations

Symbiote is not a medical service. AI responses, analyses, estimates, programs, nutrition information, and coach content are general coaching tools and may be inaccurate, incomplete, or unsuitable. They are not a diagnosis, prescription, emergency service, or substitute for a qualified clinician.

Seek professional medical advice before acting where health, injury, pregnancy, medication, eating disorders, or other clinical concerns are involved. Stop activity and seek urgent help if you experience warning symptoms. In an emergency, contact local emergency services.

Coaches must review the configuration and use of their AI coach, maintain suitable human oversight, and avoid presenting AI output as guaranteed or clinically approved. Clients remain responsible for deciding whether to act on coaching output.

8. Acceptable use

You must not:

• Break the law, infringe rights, harass, exploit, discriminate against, or endanger anyone.
• Submit data you are not authorised to use, including another person's health records, images, confidential material, or intellectual property.
• Process protected health information on behalf of a HIPAA-covered entity or business associate unless Symbiote has expressly agreed in writing and all required business associate agreements and service controls are in place.
• Seek medical diagnosis, dangerous instructions, self-harm assistance, unlawful performance-enhancing drug supply, abuse, fraud, or deception through the service.
• Probe, bypass, disable, or overload authentication, billing, access controls, tenant isolation, rate limits, monitoring, or safety systems.
• Reverse engineer, scrape, resell, sublicense, or use automated accounts except through an authorised feature or written agreement.
• Use AI output or any future synthetic voice to impersonate, deceive, defame, or misrepresent a real person.

We may investigate, remove content, restrict features, or suspend an account where reasonably necessary for security, legal compliance, non-payment, or protection of users.

9. Coach responsibilities

A coach is responsible for their prices, client contracts, marketing claims, professional scope, methodology, uploaded knowledge, AI personality, programs, client consent records, and responses to client data-rights requests. Coaches must provide clients with clear information about AI use and must not upload client data before establishing a lawful basis and giving required privacy information.

Coach-specific knowledge and methodology are isolated to that coach and their authorised clients. A coach must not attempt to access another coach's tenant or content.

10. Content and intellectual property

We and our licensors own the platform, software, branding, designs, and documentation. We grant you a limited, non-exclusive, non-transferable, revocable right to use the service during your valid subscription in accordance with these terms.

You retain rights in content you submit. You grant Symbiote a worldwide, non-exclusive licence to host, copy, process, adapt for technical formatting, and display that content only as needed to provide, secure, support, and improve the service in accordance with the Privacy Policy and Data Processing Agreement.

AI output may not be unique and another user may receive similar output. We do not guarantee that AI output is protectable or free from third-party rights. You must review output before publishing or commercial use.

11. Privacy and data processing

Our Privacy Policy explains how we use personal data. The Coach Data Processing Agreement applies when Symbiote processes client personal data on a coach's behalf. Health-dependent features require explicit health-data consent. Withdrawing consent blocks new health processing but does not automatically delete all historical data; deletion can be requested separately.

12. Availability and changes

We aim to provide a reliable service but do not guarantee uninterrupted or error-free operation. Maintenance, provider outages, security incidents, legal requirements, beta features, or events outside reasonable control may affect availability. Features marked beta, preview, sandbox, or coming soon may be changed, delayed, or withdrawn and are not part of a paid entitlement unless checkout expressly says otherwise.

We may update the service and these terms. We will give reasonable notice of material changes and request renewed agreement where required.

13. Suspension and termination

You may stop using the service and cancel as described above. We may suspend or terminate an account for material breach, unlawful or dangerous use, fraud, security risk, failed payment after any stated grace period, or where required by law. Where practical, we will explain the reason and give an opportunity to remedy it.

On termination, access ends and data is retained or deleted under the Privacy Policy, Data Processing Agreement, and legal obligations. Terms that by nature continue after termination remain in force, including payment obligations, intellectual property, confidentiality, liability, and dispute terms.

14. Liability

Nothing excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of rights that cannot be excluded, or any other liability that law does not permit us to exclude.

If you are a consumer, we are responsible for foreseeable loss caused by our failure to use reasonable care and skill or breach of these terms. We are not responsible for loss that was not foreseeable, business loss suffered by a consumer, or a coach's independent service or advice.

If you use the service for business, neither party is liable for indirect or consequential loss or loss of profit, revenue, goodwill, opportunity, or anticipated savings. Subject to liabilities that cannot be limited and payment obligations, Symbiote's aggregate liability arising in any 12-month period is limited to the fees paid or payable by you to Symbiote in that period.

15. General

You may not transfer this agreement without our consent. We may transfer it as part of a restructuring, financing, or sale that does not reduce your mandatory rights. If a provision is unenforceable, the remainder continues. Delay in enforcement is not a waiver. These terms do not give rights to third parties except where law requires.

English law governs these terms. If you are a consumer, the courts available to you under mandatory consumer law remain available. Otherwise, the courts of England and Wales have exclusive jurisdiction.

Contact: support@symbiotefitness.com or Symbiote Fitness Ltd, 3rd Floor, 86-90 Paul Street, London, England, EC2A 4NE.