Terms of Service

1. What these terms cover

• Portal access. Accounts, organizations, requests, tasks, documents, Blueprint intake, install resources and the reporting your Media Nexus system sends to the portal.
• Build Before You Buy and the keep payment. A free working preview of your system, built from your intake, and the one-time payment to keep it.
• Care and Partner memberships. Monthly memberships billed through Stripe at the price shown at checkout. Care covers monitoring, supported fixes, compatible updates, help keeping the installed system healthy, and Vaultline-managed remote access. Partner includes everything in Care plus four accepted workflow-improvement slots per quarter; unused slots do not carry over. New products and larger scope changes are quoted separately.
• Vaultline AI prepaid credits. Credits that pay for managed tagging jobs your Media Nexus system sends to Vaultline-managed cloud intelligence. Local AI in Media Nexus is included system behavior and needs no credits.

2. Accounts

You may create an account with your name, company and work email. A new account is restricted until Vaultline starts an engagement with your organization or a Care or Partner membership becomes active. Vaultline assigns roles within your organization; some actions, such as buying credits or memberships, are limited to a client administrator or membership purchaser.

Keep your password to yourself and tell us promptly if you think an account has been misused. You are responsible for activity under accounts your organization controls. Sessions expire after 24 hours and are revoked when a password is reset.

3. Keep payment and Care

• Free preview. Before you pay anything, Vaultline may build a working preview of your system from your intake. Looking at it is free. If you decide not to keep it, you owe nothing and no invoice is issued.
• Keep payment. To keep your system you make a one-time payment through Stripe Checkout. The $4,669 keep payment includes the archive (AI tagging, search, semantic search, proxy generation, collections, remote access), configuration, install, orientation, and 90 days of free Care. Backup and automation are later builds. AI tagging here means Local AI running on your own system; Vaultline AI managed tagging is a separate paid service bought with credits (section 4). Vaultline records the payment only after Stripe confirms it, and an organization that has already paid cannot make a second keep payment.
• Care is required to install. Sign up for Care after the keep payment. The install command stays hidden until that signup is recorded. The 90 free days start when Care is signed up, and Care is not charged during those 90 days. After the 90 free days, Care renews monthly at the price shown when you signed up unless you cancel before the free period ends.
• Your installation is yours. Once the keep payment is made, your organization owns its installation: the copy of Media Nexus installed for you and the configuration made for you, such as storage paths, naming rules, labels and branding. You may use it for your internal business for as long as you like, with or without Care, and Vaultline will not take it back or switch it off. Your media, and the metadata the system creates about it, are yours. Vaultline keeps ownership of the source code, the reusable Media Nexus software and modules, and improvements to them. Keeping a system does not transfer the source code or a right to resell, sublicense or redistribute the software.
• Without Care. Care is not required after the free period. If you cancel, your installation keeps running and your media stays where it is. You stop receiving monitoring, supported fixes, updates and new versions from the portal. Vaultline-managed remote access is part of Care; Vaultline may choose to include it without Care and may stop doing so at any time. Your system’s own remote access still works with a connection you set up yourself, such as a free Cloudflare Tunnel.
• Refunds. You see a working preview before you pay, so the keep payment is not refundable on request. If the installed system does not work as described in your Blueprint or engagement agreement, or Vaultline does not deliver what it agreed to, tell us. Vaultline will first try to fix it. If Vaultline cannot make it work as described within 30 days of your report, you may ask for a refund of the keep payment. A refunded keep payment ends your right to use the installed software and your access to installs and downloads in the portal; a card dispute decided against Vaultline has the same effect, and while a dispute is open new installs and downloads are paused.

4. Vaultline AI credits

• Prepaid. Credits are sold in packs of $25, $50, $100 and $250 through Stripe Checkout. Vaultline adds credits to your organization’s balance only after Stripe confirms payment. A cancelled or pending checkout grants nothing.
• Pooled and non-transferable. Credits belong to the organization that bought them and are shared by every Media Nexus installation commissioned to it. They cannot be moved to another organization, sold, or exchanged for cash except as a refund under these terms.
• Charged per completed job. Before a job launches, Media Nexus shows an estimate and a maximum for that exact scope. The amount is reserved while the job runs and the final charge is never more than the approved maximum. A job that fails, is rejected before processing, or is cancelled before dispatch releases its reservation and charges nothing. A request already sent to the provider cannot be recalled; if it returns a usable result you are charged for that result.
• Rates. A job’s price is Vaultline’s metered provider cost plus Vaultline’s margin. Rates may change for future jobs; a job already quoted and reserved keeps its quote.
• No expiry. Purchased credits do not expire. Promotional credits, if Vaultline ever grants them, may carry an expiry that is shown when they are granted.
• Refunds. Unused purchased credits are refunded on request, at any time, to the original payment method where possible. Credits reserved by a running job are refundable once that job settles. Promotional or adjustment credits that Vaultline grants have no cash value and are not refundable.

5. Acceptable use

Use the portal and Vaultline AI only for media and business you have the right to process. Do not share sign-in credentials or the Vaultline AI bridge credential beyond the people and installations they were issued to; do not probe, bypass or overload the service, its entitlement or credit checks, or another organization’s data; and do not submit material that is unlawful or that Vaultline has not agreed to process. A request made through the portal does not expand your authority under an engagement agreement.

6. Availability

The portal and Vaultline AI are provided “as is” and “as available”, without an uptime guarantee, unless your engagement agreement says otherwise. To the extent the law allows, Vaultline disclaims implied warranties of merchantability, fitness for a particular purpose and non-infringement. Vaultline AI depends on third-party providers and may be paused, re-routed or withdrawn; when it cannot be reached nothing is charged, and Local AI keeps working in Media Nexus without a cloud balance. Vaultline may change or retire features with notice where practical.

7. Suspension and ending

Vaultline may suspend or restrict an account or organization for misuse, non-payment, a security risk, or a legal requirement, giving notice where practical. You may cancel a membership at any time from the Membership screen, which opens Stripe’s billing portal; access continues to the end of the paid period. Cancelling Care during its free period means you are not charged for it. When an engagement or membership ends, your portal history remains available read-only, and you may ask for your data to be exported or deleted as described in the privacy policy.

8. Liability

To the extent the law allows, Vaultline is not liable for any indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, data or goodwill, even if it was told they were possible. Vaultline’s total liability for all claims arising from the portal, memberships or Vaultline AI is limited to the greater of the amounts you paid Vaultline through the portal in the twelve months before the event giving rise to the claim, or US$100. Nothing in these terms limits liability that cannot be limited by law.

9. Governing law

These terms are governed by the laws of the State of California, without regard to its conflict-of-laws rules. Any dispute arising from these terms will be heard in the state or federal courts located in Santa Clara County, California, and you and Vaultline consent to their jurisdiction. Where your engagement agreement names a different law or forum, that agreement controls.

10. Changes

We may update these terms as the portal, Vaultline AI or our legal obligations change. The date at the top shows the latest revision, and continued use after an update means the revised terms apply.

11. Contact

Questions about these terms go to info@vaultlinesolutions.com. See Support for how to reach us about your system.