TrustAI Terms of Service
Provar Limited · Effective November 12, 2026
1. Introduction
1.1 These terms (the “Terms”) apply to Customer’s use of TrustAI, the hosted service provided by Provar Limited, a company incorporated in England and Wales (company no. 08999736) (“Provar”). These Terms are incorporated into each order form signed by Provar and the customer named in it (an “Order Form”). The Order Form, these Terms and the Data Processing Addendum at provar.com/dataprocessing (the “DPA”), as updated under its Section 14.1, together form the “Agreement.”
1.2 If they conflict, the DPA controls on data protection matters. Otherwise an Order Form controls over these Terms.
1.3 These Terms are for businesses. The person signing the Order Form confirms they have authority to bind Customer.
1.4 The current version of these Terms is posted at provar.com/terms. Provar may update them as described in Section 19.
2. The Service
2.1 TrustAI (the “Service”) is a hosted app for testing AI agents and web applications in test environments, both before they go live and as they change afterward.
2.2 During the subscription term, Provar gives Customer a non-exclusive, non-transferable right to use the Service for Customer’s internal business purposes, within the limits in the Order Form.
2.3 Features labeled beta, preview or early access are provided as is, may change or end at any time, and are not covered by the indemnity in Section 16.1.
2.4 The Service is hosted and multi-tenant: each customer has its own workspace, and Customer Data is kept logically separate by workspace. Where Customer Data is hosted, and the providers that host it, are listed on Provar’s sub-processor page.
2.5 Provar may offer free trials of the Service. During a trial the Service is provided as is, Section 15.2 and Section 16.1 do not apply, and Provar may end the trial at any time. Unless Customer subscribes, Provar deletes trial data within 30 days after the trial ends.
3. Users and access
3.1 Only individuals that Customer authorizes (“Authorized Users”) may use the Service. Each Authorized User must sign in with their own login, and logins may not be shared.
3.2 Authorized Users sign in through a method the Service supports, such as Google sign-in, Customer’s single sign-on, or email and password. Customer manages user roles, removes users who leave, and is responsible for all activity under its accounts.
3.3 If Customer or its Authorized Users send data from the Service to third-party tools or services, that data is handled under Customer’s agreements with those providers, not this Agreement. Provar is not responsible for those tools.
3.4 Customer may use the Service only for its own internal business purposes. A consultancy or systems integrator that wants to use the Service to deliver services to its own clients must sign a Partner Addendum with Provar.
4. Test environments and what data goes in
4.1 Test Systems only. The Service is for development, sandbox and other test environments (“Test Systems”). Customer must not connect production systems, and must ensure that no Test System it connects contains unmasked personal data copied from production.
4.2 Data limits. Customer must use synthetic or properly masked data. Transcripts and screenshots record whatever a Test System shows, so if a Test System displays personal data, the Service will capture and store it. Customer is responsible for what its Test Systems display; Provar does not check what a Test System contains or mask what the Service captures. Customer must not put into the Service, or allow test runs to capture: (a) health information covered by HIPAA or similar laws; (b) payment card data; (c) government ID numbers; (d) children’s personal data; (e) unmasked personal data copied from production systems; or (f) classified or export-controlled data.
4.3 Salesforce sandboxes. Salesforce Developer and Developer Pro sandboxes may be connected as they are. Partial Copy and Full sandboxes are populated from production, so Customer may connect one only after masking its personal data, using Salesforce Data Mask or its own tooling.
4.4 Customer-anonymized data. If Customer puts data derived from production systems into a Test System, such as conversation logs it has anonymized, Customer is responsible for that anonymization.
5. Connections, credentials and permission to test
5.1 Customer authorizes Provar to connect to the Test Systems listed in the Order Form or later added in the Service, to send test messages and browser actions, to receive replies, page content and screenshots, and to act using the credentials Customer provides (“Credentials”).
5.2 Customer confirms that it owns or controls each Test System, or has the right and all needed consents to test it, including under any third-party terms (for example, Salesforce’s terms). Customer confirms that its use of the Service on those systems is authorized, including adversarial and security-style tests such as prompt-injection tests. Customer must not point the Service at a system it is not authorized to test.
5.3 Customer will connect through dedicated integration users or test accounts with only the permissions the tests need, rather than administrator accounts. The Service acts in each Test System with the permissions of the user who authorized the connection until that authorization is revoked. Customer is responsible for revoking access it no longer wants Provar to hold. Provar purges Credentials as described in Section 8 of the DPA.
5.4 Tests can create, change or delete data and trigger actions in Test Systems, including charges by third-party platforms. Customer is responsible for those effects and for backing up its Test Systems.
5.5 Provar uses Credentials only to provide the Service and protects them as described in Annex 2 of the DPA.
6. AI features and results
6.1 Provar uses third-party AI models. Provar chooses the models and versions and may change them or move work between providers. The current models and providers are listed on Provar’s sub-processor page at provar.com/subprocessors. If Customer directs the Service to use its own model endpoint, AWS account or other service with Customer’s own keys, that provider acts for Customer, not Provar, and Customer’s own agreement with it governs how it handles the data.
6.2 Provar will not use Customer Data to train or fine-tune any AI model, and will not permit its vendors to do so. Provar may improve the Service, including its evaluators, trust packs and prompts, using: (a) Usage Data under Section 7.3; (b) Feedback under Section 7.4, including Customer’s ratings and corrections of results; (c) general knowledge, techniques and patterns its personnel learn while providing the Service, so long as Provar does not copy Customer Data or Customer IP Content into the Service or disclose it to anyone else; and (d) Program Data under Section 6.4, unless Customer has opted out.
6.3 Results are generated by AI and can be wrong, incomplete or inconsistent. Customer is responsible for reviewing them before relying on them. Results are a testing aid. They are not a certification, an audit, or legal or compliance advice, and they do not guarantee that an agent or application is safe, compliant or free of errors.
6.4 Quality improvement program. Provar may use Program Data to improve its evaluators, trust packs and prompts and to build test benchmarks, but not to train or fine-tune any AI model. Customer may opt out at any time in its Order Form or by emailing privacy@provartesting.com with “TrustAI program opt-out” in the subject. Provar will not use Program Data from Customer’s projects until 30 days after Customer signs its first Order Form. “Program Data” means conversation transcripts and test definitions from Customer’s projects, and excludes Credentials, screenshots, traces, page content and uploaded files. Provar excludes projects Customer tells Provar contain personal data, and projects a partner runs for a client unless that client consents in writing. Before use, Provar removes personal data and anything identifying Customer, its users, its customers or its products, and keeps a record of what was used. Provar will not disclose Program Data or include it in anything made available to others. After an opt-out, Provar stops using Program Data it has not yet used and deletes it within 30 days. Program Data remains Customer’s Confidential Information.
7. Ownership
7.1 Customer Data. As between the parties, Customer owns everything Customer or its Authorized Users put into or connect to the Service, including requirements, specs, test definitions, Credentials, and the transcripts, page content and screenshots captured from Test Systems (“Customer Data”). Customer also keeps all rights in its own policy language, business rules, acceptance criteria, rubrics, prompts and evaluation criteria (“Customer IP Content”). Customer gives Provar the right to use Customer Data only to provide, secure and support the Service for Customer, as set out in the DPA.
7.2 Outputs. The tests, scenarios, results and reports the Service generates for Customer (“Outputs”) belong to Customer. Outputs may be similar to outputs the Service generates for other customers, and Customer’s ownership does not extend to those. Provar owns the Service, including its evaluators, trust packs, templates, test-generation methods and any improvements to them, and Outputs do not transfer any rights in those to Customer. Customer gives Provar the right to use Outputs to provide, secure and support the Service for Customer, and Section 6.4 applies to any test definitions among them.
7.3 Usage data. Provar may collect and use data about how the Service is used and performs, such as runs, credits used, performance, error rates, and aggregated statistics about evaluation results (for example, pass rates and how often judges’ grades are corrected) (“Usage Data”), to operate, bill, secure and improve the Service. Usage Data does not include Customer Data content or Credentials. Provar may share Usage Data outside Provar only in aggregated form that combines data from at least 5 customers and identifies neither Customer nor any individual. Aggregated data is not Customer’s Confidential Information.
7.4 Feedback. Provar may use feedback about the Service without restriction, including ratings and corrections that Customer’s users make in the Service, such as marking a judge’s grade as wrong or editing a generated test. Provar may use the rating or correction itself and the type of evaluator or test it relates to, but not the transcript or other Customer Data it concerns. All rights not expressly granted are reserved.
8. Security and data protection
8.1 Provar maintains administrative, technical and organizational safeguards appropriate to the Service, including those in Annex 2 of the DPA.
8.2 The DPA applies where Provar processes personal data for Customer.
8.3 Customer will protect its logins, notify Provar promptly of suspected compromise, and secure its own Test Systems. Customer may not test the security of the Service without Provar’s written consent.
9. Vendors and sub-processors
Provar’s vendors (sub-processors), notice of new vendors, and Customer’s right to object are covered by Section 4 of the DPA, which applies to all Customer Data, not only personal data. The current list is on Provar’s sub-processor page at provar.com/subprocessors.
10. Retention and deletion
10.1 Provar’s commitments on retaining, returning and deleting Customer Data, including Credentials, backups and legal holds, are in Section 8 of the DPA and apply to all Customer Data, not only personal data.
11. Fees and payment
11.1 Customer pays the fees in the Order Form in US dollars. Fees are non-cancelable and non-refundable except as this Agreement states.
11.2 Payment. Unless the Order Form says otherwise, fees are invoiced annually in advance and payment is due 30 days from the invoice date. Customer may pay by any method Provar accepts. Fees exclude sales, use, VAT and similar taxes, which Customer pays. Customer must tell Provar in writing of any good-faith dispute about an invoice within 30 days of the invoice date, and pay any undisputed amount when due.
11.3 Credits. The Service uses credits as described in Provar’s documentation, rounded up to the next whole credit. The Order Form sets Customer’s plan, the credits purchased, when they become available and expire, and how they are used. The Service shows credit usage. Credits are not refundable, have no cash value and cannot be transferred. When Customer’s available credits run out, Provar stops running new tests, evaluations and other tasks that use credits until more credits become available under the Order Form, but Customer keeps access to its workspace, results and reports for the rest of the subscription term.
11.4 If an invoice is overdue, Provar may charge interest at the rate the law allows and, after 15 days’ written notice, suspend access until payment is made.
11.5 Provar may increase fees at renewal on at least 60 days’ written notice.
12. Term, renewal and termination
12.1 The subscription term is 12 months unless the Order Form says otherwise. It renews automatically for the same period unless either party gives written notice at least 60 days before it ends. Trials do not renew.
12.2 Either party may terminate this Agreement by written notice if the other materially breaches it and does not fix the breach within 30 days of notice, or becomes insolvent.
12.3 Provar may suspend access to the extent needed if use of the Service threatens the security of the Service or other customers, or breaches Section 4 or 13. Provar will tell Customer and restore access when the problem is fixed.
12.4 When the Agreement ends, access stops, Section 10 applies, and Customer pays all fees due. If Customer terminates for Provar’s uncured breach, Provar refunds prepaid fees for the remaining term. Sections that by nature continue (including 7, 10, 14, 15, 16, 17, 20 and 21) survive.
13. Acceptable use
Customer will not, and will not allow others to:
- reverse engineer, decompile or try to extract source code or models from the Service, except as the law allows;
- copy, modify or create derivative works of the Service;
- rent, lease or sublicense the Service, or use it to provide services to others, except under a Partner Addendum signed with Provar;
- access or use the Service to build or improve a competing product or service, or for competitive analysis, including benchmarking the Service against other products;
- publish performance or benchmark comparisons of the Service without Provar’s written consent;
- probe, scan or test the security of the Service, or get around its limits;
- upload malware or unlawful content, or use the Service to harass or harm anyone;
- use the Service against any system Customer is not authorized to test; or
- exceed the usage limits of Customer’s plan.
Provar may refuse access to anyone who offers a product or service that competes with the Service, or who acts for one. If Customer breaches the competitive-use restrictions in this Section 13, Provar may suspend the Service or terminate the Agreement immediately by notice, without the cure period in Section 12.2, and Customer is not entitled to a refund of any prepaid fees.
14. Confidentiality
14.1 Each party may receive the other’s non-public business, technical or financial information that is marked confidential or that a reasonable person would understand to be confidential (“Confidential Information”). Customer Data is Customer’s Confidential Information, except for personal data, which Section 14.5 covers. The Service and its non-public documentation are Provar’s.
14.2 The receiving party will use Confidential Information only to perform or use the Agreement, protect it with reasonable care, and share it only with people and advisers who need it and are bound to keep it confidential.
14.3 This does not cover information that is public through no fault of the receiver, already known to it, independently developed, or lawfully received from a third party. A party may disclose Confidential Information if the law requires, after giving the other party notice where it can.
14.4 These duties last for 3 years after the Agreement ends, and for trade secrets and Customer Data for as long as they stay confidential.
14.5 Personal data. Sections 14.1 to 14.4 do not apply to personal data that Provar processes for Customer. The DPA governs how Provar handles that data, including confidentiality obligations for the people who process it. If the DPA and this Section 14 conflict, the DPA controls.
14.6 Know-how. This Section 14 does not prevent Provar from using general knowledge, techniques and patterns under Section 6.2(c), so long as Provar does not disclose Customer’s Confidential Information.
15. Warranties and disclaimers
15.1 Each party confirms it has the authority to enter into this Agreement.
15.2 Provar will provide the Service with reasonable skill and care and materially as described in its current documentation. If it does not, Provar will correct the problem or, if it cannot do so within a reasonable time, Customer may terminate and receive a refund of prepaid fees for the remaining term. This is Customer’s sole remedy for this warranty.
15.3 Except as stated in this Agreement, the Service is provided “as is.” Provar does not warrant that the Service will be uninterrupted or error free, that AI results will be accurate or complete, or that the Service will find every defect or vulnerability. Provar is not responsible for Test Systems, third-party AI tools or other services outside its control. To the extent the law allows, all implied warranties are excluded.
16. Indemnities
16.1 Provar. Provar will defend Customer against a third-party claim that the Service, as Provar provides it, infringes that party’s intellectual property rights, and will pay damages and costs a court finally awards or Provar agrees in settlement. This does not apply to claims arising from Customer Data, combinations with items Provar did not supply, changes not made by Provar, use in breach of this Agreement, continued use after Provar provides a non-infringing modification or alternative, or beta features. If a claim is made or likely, Provar may obtain the right for Customer to keep using the Service, modify it, or end the affected Order Form and refund prepaid fees for the remaining term. This section is Customer’s only remedy for infringement claims.
16.2 Customer. Customer will defend Provar against a third-party claim (a) that Customer Data, or Provar’s use of it as this Agreement permits, infringes or misappropriates that party’s rights or violates law, (b) arising from tests run against a system Customer was not authorized to test, or (c) arising from Customer’s knowing or repeated breach of Section 4, or its breach of Section 13, and will pay damages and costs a court finally awards or Customer agrees in settlement.
16.3 The indemnified party must give prompt notice of the claim (a delay relieves the indemnifying party only to the extent the delay prejudices it), let the indemnifying party control the defense and settlement (but no settlement may admit fault or impose obligations on the indemnified party without its consent), and cooperate reasonably at the indemnifying party’s expense.
17. Limits on liability
17.1 Nothing in this Agreement limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow to be limited.
17.2 Subject to Section 17.1, neither party is liable for loss of profits, revenue, anticipated savings, goodwill or reputation, or for indirect or consequential loss. This Section 17.2 does not limit amounts payable under Section 16, liability for breach of Section 14 (Confidentiality) other than one arising from a security incident affecting Customer Data, or fees Customer owes.
17.3 Subject to Section 17.1, each party’s total liability under or in connection with this Agreement is limited to the greater of US$100 and the fees paid and payable by Customer for the 12 months before the first event that gave rise to the claim.
17.3A Data protection claims. Subject to Section 17.1, each party’s total liability for claims arising from its breach of Section 8 (Security and data protection), Section 14 (Confidentiality) or the DPA is limited to 2 times the fees paid and payable by Customer for the 12 months before the first event that gave rise to the claim. This amount replaces, and is not added to, the cap in Section 17.3 for those claims.
17.4 Subject to Section 17.1, each party’s total liability under Section 16 is limited to 2 times the fees paid and payable by Customer for the 12 months before the first event that gave rise to the claim, in place of the cap in Section 17.3. The cap in Section 17.3 does not limit Customer’s obligation to pay fees.
18. Availability
Provar will use commercially reasonable efforts to keep the Service available and will give reasonable notice of planned maintenance where practical.
19. Changes to these Terms
19.1 Provar may update these Terms. Provar will decide in good faith whether an update is material.
19.2 If an update will materially affect Customer’s use of the Service, Provar will notify Customer at least 30 days before it takes effect. Other updates take effect when Provar posts them. However, (a) updates required by law, or needed to address a security risk, may take effect sooner, on as much notice as is practical, and (b) updates that apply only to new features or services take effect when Provar posts them.
19.3 If a material update is materially adverse to Customer, Customer may terminate the Agreement by written notice that identifies the update and that Provar receives no later than 30 days after the update takes effect. Provar will then refund any prepaid fees for the full months left in the subscription term, including unused prepaid credits.
19.4 Customer’s continued use of the Service after an update takes effect means Customer accepts it. Updates do not apply to any dispute that arose before the update took effect. Updates to the DPA follow Section 14.1 of the DPA.
20. General
20.1 Governing law and courts. English law governs this Agreement and any dispute about it or its formation, including non-contractual claims. The courts of England and Wales have exclusive jurisdiction.
20.2 Notices. Notices under this Agreement must be in writing and sent by email: to Provar at notices@provartesting.com, and to Customer at the notice addresses in the Order Form. An Order Form should give a primary and a backup address. A notice is received when sent, unless the sender gets a bounce message within 24 hours. In that case the sender must resend it to the backup address, if there is one, and the notice is received when the resend goes through, or 3 business days after the resend if it also bounces. Either party may change its notice address by notice to the other.
20.3 Assignment. Neither party may assign this Agreement without the other’s written consent, except to an affiliate or to a successor in a merger or sale of substantially all of its business, on notice to the other party.
20.4 Other terms. Neither party is liable for delay caused by events beyond its reasonable control (payment obligations excepted). The parties are independent contractors. This Agreement is the entire agreement on its subject and replaces earlier agreements and understandings on it, including any TrustAI pilot agreement, unless the Order Form says a pilot agreement continues. Terms in any purchase order, supplier registration form or similar document Customer issues do not apply, even if Provar accepts or signs it, and no such document is an Order Form. A provision found unenforceable is severed and the rest continues. A failure to enforce a right is not a waiver. No one other than the parties has rights under the Contracts (Rights of Third Parties) Act 1999.
20.5 Compliance and publicity. Each party will comply with applicable export control and sanctions laws. Provar may identify Customer as a customer of the Service, including by name and logo, on its website and in marketing materials. Otherwise, neither party will use the other’s name or logo publicly without written consent.
21. EU Data Act
21.1 When this applies. This Section 21 applies only if Customer is established in the European Union, and only to the extent Regulation (EU) 2023/2854 (the “EU Data Act”) applies to the Service. If this Section 21 conflicts with the rest of the Agreement, this Section 21 controls.
21.2 Switching notice. Customer may, by written notice, ask to move its data to another provider or to its own systems, or to have its data erased (“Switching”). Switching starts 2 months after Provar receives the notice, or sooner if the parties agree, regardless of the renewal notice period in Section 12.1.
21.3 Transition period. After that, Provar will give Customer a transition period of 30 days. During it, Provar keeps the Service running, gives reasonable help with the switch, and makes Exportable Data available for export in a structured, commonly used, machine-readable format. If 30 days is technically not feasible, Provar will tell Customer within 14 working days after the notice, explain why, and set a longer period of up to 7 months. Customer may extend the transition period once.
21.4 Exportable Data. “Exportable Data” means Customer Data, Outputs and the metadata about Customer’s projects. It does not include the Service, Provar’s evaluators, trust packs, templates or methods, or other Provar intellectual property or trade secrets.
21.5 Retrieval and erasure. Customer may retrieve Exportable Data for at least 30 days after the transition period ends. Provar then erases it as described in Section 8 of the DPA.
21.6 End of the Agreement. The Agreement, or the affected Order Form, ends when Switching is complete, or at the end of the notice in Section 21.2 if Customer asked only for erasure.
21.7 Charges. Provar does not charge for Switching or data export. Fees for the Service during the notice and transition periods remain payable. Fees already paid or payable for the rest of the subscription term are not refunded.
21.8 Information. Provar’s documentation describes the switching process, export formats and any known limits. The locations of the infrastructure that processes Customer Data are listed on Provar’s sub-processor page at provar.com/subprocessors.