Terms of service

1. Who agrees to what

/Scale is a service of:

In these terms "/Scale", "we" and "us" mean that provider. "You" means the company or self-employed person for whom a workspace is opened.

/Scale is offered to businesses only, meaning people and organisations acting in their trade, business or profession (section 14 of the German Civil Code). It is not offered to consumers. If you open a workspace for a company, you confirm that you may accept these terms for it.

The agreement starts when you create a workspace or accept an invitation to one. Your own terms of purchase or business do not apply, even if we do not object to them.

2. The service

/Scale is marketing analysis software that runs in your browser. It:

• reads your website with its own crawler and reads the marketing tools you connect, such as Search Console, Google Analytics and your ad accounts;
• keeps a ranked agenda of initiatives, each with its evidence and a business case;
• asks the people you name when context is missing;
• has AI agents prepare changes as drafts and hands an approved draft to your team as a package;
• records a forecast first and then measures the result against it;
• answers questions about your data in a chat.

Connections are read-only. /Scale has no way to write to your website, content management system, repository, ad accounts or email tools. Your team applies what you approve.

What your plan includes (websites, seats, connections, agent runs and agents) is described on the pricing page as it stands when you choose or renew the plan.

We develop /Scale continuously and may add, change or remove features. We will not remove a feature that is central to your plan during a period you have paid for without offering you an equivalent or a refund for the remaining time.

3. Accounts and workspaces

• You sign in with a link sent to your email address or with your Google account. There is no password. Whoever controls the mailbox or Google account controls the /Scale account, so keep those secure.
• An account belongs to one person. Don't share it.
• The person who creates a workspace is its owner. Owners invite members and decide who may approve. You are responsible for what the people you invite do in your workspace.
• You may connect an AI assistant, such as Claude Code, to a workspace you belong to. It acts in your name and with your role there, and what it does in the workspace counts as yours. A change it makes outside /Scale, on your website or in your systems, is yours too: /Scale records it and measures its effect, nothing more. End a connection you no longer want under Settings → Claude Code.
• People who only answer a question from a private link don't need an account. You are responsible for being allowed to give us their name and email address.
• /Scale can record a meeting from your browser and transcribe it. Record only when everyone in the meeting knows and has agreed. Getting that agreement is your responsibility.
• Give us correct details, and tell us at hello@slashscale.com if you think someone else has had access to your account.

4. Trial, plans and payment

Trial

A new workspace runs free for 14 days, and no card is needed to start. If you order a plan during the trial, you register a card with the order and the first payment is taken when the trial ends; if you cancel the order before that day, nothing is charged. If you don't order one, nothing is billed for a plan: analyses, drafts and the chat pause when the trial ends, and what is already on your agenda stays readable.

Paid plans

• Prices are the ones on the pricing page on the day you order, in euros and excluding VAT, which is added where it applies.
• You order a plan under Settings, Billing in your workspace. Payment is taken in advance through our payment provider, Mollie: monthly for a monthly plan, yearly for an annual plan. With your order you allow Mollie to charge the same card or account for each following period until you cancel. Every payment gets an invoice, which Mollie issues on our behalf and sends to the address you give under Settings, Invoices.
• A plan renews for the same period until you cancel it. You can cancel at any time under Settings, Billing or by writing to us. The plan then runs to the end of the period you have paid for and stops. We don't refund a period that has started, unless the law or section 2 or 15 says otherwise.
• You can change your plan or its billing period under Settings, Billing. The new plan starts at once: you pay its first period, less the unused part of the period you have already paid for. If that leaves nothing to pay, the change takes effect when the period you have paid for ends.
• Enterprise plans and their onboarding are agreed in a separate order. Where that order differs from these terms, the order applies.
• If we change the price of your plan, we tell the workspace owner by email at least 30 days before your next renewal. The new price applies from that renewal, and you can cancel before it.
• If a payment fails, our payment provider tries again and the workspace keeps working for 7 days, so that you can pay, with another card if needed. After that, analyses, drafts and the chat pause until a payment arrives.

Model credit

• The AI models that write the analyses, the drafts and the chat answers are paid from a prepaid balance of your workspace, the model credit, kept in US dollars. This applies during the trial and with a plan. A new workspace starts with 5 US dollars of credit at no charge.
• Each use is charged at the prices per million tokens shown under Settings, Models in your workspace at the time of use. These are our own prices for model use, not the list prices of the model providers. They can change, for example when a provider changes its prices or a model is added; a change applies to use from the day it is shown there, never to earlier use.
• You add credit under Settings, Billing. Payment is taken in advance through our payment provider, Mollie, in US dollars, plus VAT where it applies. Every payment gets an invoice, which Mollie issues on our behalf and sends to the address you give under Settings, Invoices.
• When the credit is used up, analyses, drafts and the chat pause until you add more. Imports and what is already on your agenda are not affected. A task that is running finishes, so the balance can end slightly below zero; the next credit you add covers that first.
• Credit belongs to the workspace it was added to and does not expire while the workspace exists. It cannot be paid out or moved to another workspace. If we end the agreement or the service, or you end the agreement because we changed these terms (section 15), we refund the paid credit you have not used. The starting credit and credit we add ourselves are not refunded.

Tools you pay for elsewhere

Paid third-party tools, such as SEO or market data tools, run on your own licence or API key. You keep paying their vendor. Where an import would spend credits of such a tool, /Scale shows the amount and asks before it starts.

5. Your data

• Everything you bring into a workspace stays yours: the data read from your tools, your documents, your answers, and your goals and rules. So do the analyses and drafts /Scale prepares for you. You may use them without limit, including after the agreement ends.
• You allow us to store and process that data to provide the service to you: to run analyses, prepare drafts, measure results, answer your questions, keep backups and fix faults. We do not use it for anything else.
• We don't use your workspace data to train AI models, and we don't sell it or share it with other customers.
• To do the work, /Scale sends the parts of your data that a task needs to the AI model providers and other processors listed in the privacy policy.
• You confirm that you are allowed to connect the tools and accounts you connect and to bring the data you bring, and that doing so breaks no law and no agreement you have with others.
• We may use figures that identify neither you nor any person, such as how many analyses ran or how long they took, to operate and improve /Scale.

Where your data includes personal data, the data processing agreement in section 17 applies. What we do with the personal data of account holders and visitors is in the privacy policy.

6. Connected tools

• You connect a tool by signing in to it or by giving /Scale an API key. You can disconnect a tool at any time under Sources in your workspace.
• Your use of a connected tool stays subject to that tool's own terms. We are not responsible for a third-party tool being unavailable, changing its interface or returning wrong data, and /Scale may show less while a source is missing.
• /Scale's use of information received from Google APIs follows the Google API Services User Data Policy, including its Limited Use requirements. The privacy policy says how.
• /Scale reads YouTube through YouTube API Services. By connecting YouTube you agree to be bound by the YouTube Terms of Service; the privacy policy says what /Scale reads and that it deletes the YouTube data when you disconnect YouTube.
• An AI assistant you connect to a workspace (section 3) runs under its provider's own terms. We are not responsible for what it does outside /Scale.

7. The crawler

/Scale reads the website you register with its own programs, which identify themselves as SlashScale-Crawler and SlashScale-Agent. The crawler follows your robots.txt. Neither program signs in or submits a form. Now and then they also open a public page of another site in your market. How the crawler behaves.

By registering a website you confirm that you may have it read this way. If the site is not yours, you need its owner's permission.

8. AI output

Analyses, rankings, business cases, forecasts, drafts and chat answers are produced by AI language models working on your data.

• They can be incomplete or wrong, even where they sound certain. /Scale labels how strong the evidence behind a statement is. Check what matters before you rely on it.
• A forecast or business case is an estimate, not a promise of a result.
• /Scale prepares and recommends. You decide. A change exists only once a person on your side has approved an exact version and your team has applied it. You are responsible for the changes you apply and for their effects, including money spent on advertising.
• Drafts are not legal, tax or compliance advice. Have text that makes claims about your products, prices or the law reviewed the way you would review any other marketing material.

9. Acceptable use

You agree not to:

• use /Scale for anything unlawful, or connect accounts, websites or data you have no right to use;
• put special categories of personal data into a workspace, such as health data, or personal data of children;
• try to get around plan limits, access another customer's workspace, or probe or disrupt the service;
• copy, resell or sublicense /Scale, or use it to build a competing product;
• use automated means to operate /Scale other than the ones we provide.

If you break these rules in a way that puts the service or other customers at risk, we may suspend the workspace. We tell you why, and we lift the suspension once the cause is removed.

10. Our software and content

/Scale, its software, design and playbooks belong to us or our licensors. For as long as the agreement runs, you may use /Scale for your own business within the limits of your plan. This right is not exclusive and cannot be transferred.

If you send us ideas or feedback about /Scale, we may use them freely and without payment.

11. Availability and support

We run /Scale with the care expected of a professional software provider and aim to have it available around the clock. We do not promise a particular availability unless we have agreed one with you in writing. /Scale may be unavailable briefly for maintenance and updates, and it depends on services we don't control, such as your connected tools and the AI model providers.

Support is by email at hello@slashscale.com, in English or German. Enterprise customers have a named contact.

12. Confidentiality

Each of us keeps the other's non-public information confidential, uses it only for this agreement, and protects it as carefully as its own. That covers your workspace data on our side and non-public details of the product on yours. It does not cover information that is public, that the receiver already had or received lawfully from someone else, or that has to be disclosed by law. The duty continues for three years after the agreement ends.

13. Defects and liability

If /Scale does not work as described, tell us and we will correct the fault within a reasonable time. A fault in the output of an AI model, as described in section 8, is not a defect of the service.

We are liable without limit for intent and gross negligence, for injury to life, body or health, under the German Product Liability Act, and where we have given a guarantee.

For slight negligence we are liable only where we breach a duty that is essential to the agreement, meaning one whose fulfilment makes the agreement possible in the first place and on which you may regularly rely. In that case our liability is limited to the damage that was foreseeable and typical for this kind of agreement when it was concluded.

Beyond that we are not liable. Liability without fault for defects that already existed when the agreement was concluded is excluded. We are not liable for the loss of data to the extent that the loss would not have occurred had you kept your own copies of the data held in your own tools.

During the free trial we are liable only for intent and gross negligence, and for the cases in the second paragraph of this section.

These limits also apply to the people who work for us.

14. Term and ending

• The agreement runs until one of us ends it. You can end it at any time: cancel your plan as described in section 4, or ask us to close the workspace.
• We can end the agreement with 30 days' notice to the end of the period you have paid for.
• Either of us can end it at once for good cause. For us that includes a serious or repeated breach of section 9 and an invoice that stays unpaid for more than 30 days after a reminder.
• Notice by email is enough: to the workspace owner's address from us, and to hello@slashscale.com from you.
• After the end you can ask us for a copy of your workspace data within 30 days. We then delete the workspace, as the data processing agreement describes.

15. Changes

We may change these terms when the service, the law or our prices change. We tell workspace owners by email at least 30 days before a change takes effect and say what changes. If you don't agree, you can end the agreement before that date, and we refund the unused part of a period you have paid for. If you keep using /Scale after the date, the new terms apply. Changes that only add features or correct wording can take effect at once.

16. Law and final points

• German law applies, without the UN Convention on Contracts for the International Sale of Goods.
• If you are a merchant, a legal entity under public law or have no general place of jurisdiction in Germany, the courts of Frankfurt am Main have exclusive jurisdiction.
• If a provision of these terms is invalid, the rest stays in force.
• You may transfer this agreement only with our consent. We may transfer it to a company that takes over the /Scale service, and we tell you if we do.
• These terms are written in English. If we provide a translation, the English text decides.

17. Data processing agreement

This section is the agreement required by Article 28 of the General Data Protection Regulation (GDPR). It applies whenever the data in your workspace includes personal data. For that data you are the controller and we are your processor. It forms part of these terms and takes precedence over the other sections where they conflict on data protection.

17.1 What is processed

17.2 Your instructions

We process the personal data only on your documented instructions, including for transfers outside the European Economic Area, unless EU or member state law requires otherwise. In that case we tell you first, unless the law forbids it. These terms and what you set up and do in your workspace are your instructions. If we think an instruction breaks data protection law, we tell you and may wait until you confirm or change it.

17.3 Confidentiality

Everyone we allow to process the data is bound to confidentiality.

17.4 Security

We take the technical and organisational measures required by Article 32 GDPR. Today they include:

• hosting and storage on Google Cloud in the European Union (Belgium);
• encryption in transit (TLS) and encryption of stored data by the hosting provider;
• each workspace's data kept apart from every other workspace's, and shown only to its signed-in members;
• sign-in without passwords, by single-use link or Google account, with signed session cookies;
• the sign-ins and keys for your connected tools stored encrypted (AES-256-GCM) and never shown again;
• our own keys for third-party services kept in a secrets store, apart from the application code;
• read-only use of your tools;
• access to the production systems limited to the people who operate /Scale.

We may change the measures as technology moves on, as long as the level of protection does not fall.

17.5 Sub-processors

You authorise us to use the sub-processors listed in the privacy policy. They are bound by data protection duties equivalent to the ones in this section, and we remain responsible to you for their work. Before we add or replace a sub-processor, we tell workspace owners by email at least 30 days in advance. You can object for a data protection reason within that time. If we cannot resolve the objection, you can end the agreement, and we refund the unused part of a period you have paid for.

17.6 Transfers outside the EEA

Where a sub-processor processes personal data outside the European Economic Area, we make sure that Chapter V of the GDPR is met: by an adequacy decision of the European Commission, such as the EU-US Data Privacy Framework for certified companies, or by the Commission's standard contractual clauses.

17.7 Helping you

Taking into account the nature of the processing and the information we have, we help you answer requests from people who exercise their data protection rights, and we help you meet your duties under Articles 32 to 36 GDPR. If such a person writes to us about your workspace, we pass the request to you and do not answer it ourselves.

17.8 Personal data breaches

If we become aware of a personal data breach that affects your workspace, we tell the workspace owner without undue delay, with what we know about its nature, the data and people concerned, the likely consequences and the measures taken.

17.9 Deletion and return

When the agreement ends, or earlier if you ask, we give you a copy of your workspace data on request and then delete it. Deletion from the live systems happens within 30 days of the end or of your request. Copies that the hosting provider keeps for recovery expire within a further 30 days. This does not apply to data that the law requires us to keep, which we then block for any other use.

17.10 Proof and audits

We give you the information you need to show that this section is being followed. You may check this yourself or through an auditor bound to confidentiality, once a year and where there is specific cause, with four weeks' notice, during business hours, and without disturbing the service or the confidentiality of other customers. Each of us bears its own costs. A current certificate or audit report from our hosting provider is sufficient proof for the data centres.