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Terms of Service

Last updated: 12 August 2026

Counsel reviewed and approved these Terms and DPA for publication on 28 July 2026. Customer-specific contracts, jurisdictions, and deployment facts may still require tailored terms.

1. Agreement

These Terms of Service ("Terms") govern your access to and use of the AXWEL platform, dashboard, edge agents, and related services (the "Service"). By creating an account or using the Service, you agree to these Terms on behalf of yourself and any organization you represent ("Customer").

2. Accounts and trials

  • You must provide accurate account information and are responsible for activity under your account and for keeping credentials secure.
  • New accounts may include a free trial. Trials are provided as-is and may change or end at our discretion. At the end of a trial, continued use requires an active subscription.
  • You must be authorized to deploy cameras and process footage at each location you connect to the Service.

3. Acceptable use

You agree not to misuse the Service, including by: violating applicable law; infringing others' rights; attempting to breach security or access data that is not yours; using the Service to surveil individuals unlawfully; or reselling access without authorization.

4. Customer data and footage

You retain ownership of your footage, recordings, and business data ("Customer Data"). You grant us the limited rights needed to operate the Service for you (processing, analysis, storage, and generating insights). Our handling of personal data is described in the Privacy Policy.

5. Data Processing Addendum

Counsel reviewed and approved for publication on 28 July 2026. This section describes AXWEL's processor obligations for the Service, subject to customer-specific instructions and agreements.

For Customer Data that contains personal data, the Customer is the controller or business and AXWEL acts as a processor, service provider, or equivalent role only for the purpose of providing the Service under these Terms and the Customer's documented instructions.

  • Processing activities: AXWEL may receive, store, analyze, transcribe, transform, index, encrypt, display, delete, and transmit Customer Data as needed to operate the Service.
  • Data categories: Customer Data may include camera footage, audio recordings where enabled, transcripts, incident notes, visitor and employee activity metadata, biometric templates or embeddings where biometric features are enabled, device identifiers, account data, and derived AI artifacts.
  • Purpose and duration: AXWEL processes Customer Data to provide security, operations, coaching, compliance, support, retention, erasure, and audit functionality for the term of the account and any post-termination period needed for export, deletion, dispute handling, or legal compliance.
  • Security: AXWEL will use reasonable technical and organizational safeguards appropriate to the sensitivity of Customer Data, including account isolation, access controls, encryption where implemented, audit logging, and deletion workflows.
  • Subprocessors: AXWEL may use subprocessors for hosting, storage, communications, AI processing, email, analytics, and support. AXWEL remains responsible for requiring subprocessors to protect Customer Data consistently with this section.
  • Assistance: AXWEL will provide reasonable assistance for data-subject requests, security incidents, retention, deletion, export, and compliance documentation when those obligations relate to AXWEL's processing of Customer Data.
  • Return and deletion: On account termination, AXWEL will delete or return Customer Data according to the Service's export, retention, backup, and legal-hold processes, unless law requires continued retention.
  • Biometric and sensitive data: Customer remains responsible for lawful notice, consent, employment-law review, biometric-law compliance, and feature enablement decisions. AXWEL processes biometric templates or embeddings only where the Customer has enabled those features and the Service permits them.

6. Privacy, consent, and lawful use

Camera and audio recording is regulated. You are responsible for providing lawful notice and obtaining any consent required in your jurisdiction, for signage, and for using coaching and visitor insights fairly and lawfully. You must not use the Service to make unlawful employment or legal decisions.

7. Fees

Paid plans are billed as described at purchase. Fees are non-refundable except where required by law or expressly stated. We may change pricing prospectively with reasonable notice.

8. Service availability and changes

We work to keep the Service available but do not guarantee uninterrupted operation. We may modify, suspend, or discontinue features. Some functionality depends on your cameras, network, and third-party providers.

9. Alarm response and self-monitoring

Alarm licensure reviewed for notify-only posture. Counsel approved AXWEL's notify-only, self-monitored alarm posture on 28 July 2026; customers remain responsible for local permits, registrations, false-alarm ordinances, and emergency-response plans.

Not a monitored alarm service. AXWEL is a self-monitored security and retail-intelligence tool. It is not a central-station alarm monitoring service, is not monitored by AXWEL personnel or by any third-party monitoring center, and is not a substitute for one. AXWEL does not contact police, fire, emergency medical services, or any other emergency responder on your behalf, and no feature of AXWEL should be relied upon to do so.

You decide, and you dispatch. Alerts are surfaced to you for your review. Except where you have explicitly enabled an automated response, no siren, call, message, or other outbound action occurs unless a person authorized by you initiates it.

No response-time commitment. AXWEL makes no representation that any event will be detected, that any alert will be delivered, or that any alert will be delivered within any period of time. Detection depends on camera placement, lighting, audio conditions, network availability, third-party carriers and service providers, and the accuracy of machine-learning models, all of which are imperfect and some of which are outside AXWEL's control.

Machine-learning limitations. AXWEL's detections are probabilistic. They will produce both false alarms and missed events. Any decision with safety, employment, or legal consequences must be made by a person who has reviewed the underlying footage, not on the basis of an AXWEL alert alone.

Your emergency plan is yours. You remain solely responsible for your premises security, for maintaining an emergency response plan that does not depend on AXWEL, and for complying with all laws applicable to your recording, monitoring, and alarm activity, including any permit, registration, or false-alarm ordinance that applies to your location.

10. Warranty disclaimer

The Service is provided "as is" and "as available" without warranties of any kind, whether express or implied, including fitness for a particular purpose, accuracy of AI-generated insights, and non-infringement, to the maximum extent permitted by law.

11. Limitation of liability

To the maximum extent permitted by law, AXWEL will not be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits or data. Our aggregate liability for claims relating to the Service is limited to the amounts you paid in the 12 months preceding the claim.

12. Termination

You may stop using the Service at any time. We may suspend or terminate access for breach of these Terms or to comply with law. On termination, your right to use the Service ends; data handling on termination is described in the Privacy Policy.

13. Changes to these Terms

We may update these Terms. Material changes will be communicated through the Service or by email. Continued use after changes take effect constitutes acceptance.

14. SMS and mobile alerts

SMS security alerts are an optional extra channel. You may use AXWEL Guard, voice alerts, PIN/arming, and other features without enabling SMS. Enabling SMS requires a separate, unchecked consent checkbox after the recipient has given express consent. Consent is not a condition of purchase or of using the Service. Message and data rates may apply; message frequency varies. Recipients may reply STOP to opt out or HELP for help. We do not send marketing or promotional SMS.

15. Contact

Questions about these Terms? Get setup help.