Terms of Use
1. Acceptance of Terms
By accessing or using SeeItLive (the "Service"), you agree to be bound by these Terms of Use ("Terms"). If you are using the Service on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms. If you do not agree to these Terms, do not use the Service.
2. Account Registration and Eligibility
Age Requirement: You must be at least 16 years of age to create an account and use the Service.
One Account Per Entity: Each individual or legal entity may maintain only one account. Creating multiple accounts to circumvent plan limits or obtain additional free-tier resources is strictly prohibited and constitutes a material breach of these Terms.
Free Tier Restriction: Each individual or legal entity is entitled to no more than one free-tier account. Creating more than one free-tier account per entity — whether through different email addresses, different payment methods, or any other means — is strictly prohibited. We reserve the right to suspend or permanently terminate all such accounts without prior notice, and to recover any value obtained through such circumvention.
Accurate Information: You agree to provide accurate, current, and complete information when creating your account and to keep this information updated.
Account Security: You are responsible for maintaining the confidentiality of your credentials and for all activity that occurs under your account.
Mobile Phone Verification: A valid mobile phone number is required during registration and must be verified via SMS. Each phone number may only be associated with one account. Your mobile number is used for account identification and security purposes and may not be shared across multiple accounts.
3. Service Description
SeeItLive provides a platform that lets support agents view a customer's smartphone camera live, in the browser, without requiring the customer to install an app. Core features include: (a) agent-initiated live sessions with secure, single-use join links delivered by SMS or email; (b) low-latency peer-to-peer (WebRTC) video from the customer's camera to the agent's browser; (c) snapshot capture and on-screen annotation during a session; (d) a REST API and integrations for launching sessions from your helpdesk or CRM; (e) multi-tenant workspaces with team members, roles, and per-session audit logs. The Service is provided "as is" and features may be added, modified, or removed at our discretion.
4. Guest Camera Sessions
The Service enables a guest — typically your customer — to share their device camera with an agent through a single-use link. By joining a session as a guest, you agree to the following:
Consent — Camera sharing begins only after you grant your browser's camera permission. You may stop sharing or close the session at any time.
Live video is not recorded — The live stream is transmitted peer-to-peer and is not recorded by default. Only the individual snapshots an agent captures during the session are stored.
Your surroundings — You are responsible for what you choose to show on camera. Do not share content you are not authorized to share.
Session owner responsibility — The agent's organization (our customer) is responsible for how snapshots and session information are used after a session ends.
5. Plans and Billing
Free Tier: The free tier provides limited functionality, including a single workspace and up to 25 live sessions per month. Free tier accounts are subject to the one-account-per-entity restriction described above.
Paid Plans: Paid plans are billed monthly through Stripe at a flat plan rate (each plan includes an allowance of agent seats; the price does not scale per seat). By subscribing to a paid plan, you authorize us to charge your payment method on a recurring basis. Each month is billed in advance on the 1st for that calendar month, regardless of usage. Prices are in Canadian dollars (CAD) unless otherwise indicated. Invoices are generated on the 1st of each month and delivered by email in PDF format.
Payment Method: A valid credit card is required to subscribe to a paid plan. You may update or remove your payment method at any time from your billing settings. Removing your payment method while on a paid plan requires downgrading to the free tier first.
Upgrades and Downgrades: Plan changes take effect at the start of the next billing period, except for upgrades, which may take effect immediately at prorated cost. Plan changes are limited to one per calendar month.
Failed Payments and Escalation: If a payment fails, we will automatically retry up to three (3) times at three-day intervals. You will be notified by email after each failed attempt. If payment remains outstanding after all retries:
- Day 14: Your account will be placed in restricted mode and your monthly session limit will be reduced.
- Day 21: Your account will be suspended. Agents will no longer be able to start new sessions.
- Day 30: Your account will be automatically downgraded to the free tier. Features exclusive to paid plans will be disabled.
You will receive advance notice by email before each escalation step. You may resolve the situation at any time by updating your payment method and settling the outstanding balance.
Payment Disputes: If you initiate a payment dispute (chargeback) with your bank, the affected account will be immediately suspended pending resolution. If the dispute is resolved in our favour, access will be restored. If the dispute is resolved in your favour, the account will remain suspended until the outstanding balance is settled.
Refunds: We do not provide refunds for partial months or unused service, except as required by applicable law.
6. Acceptable Use
You agree not to use the Service to:
(a) Initiate a camera session with, or capture imagery of, any person without their knowledge and consent;
(b) Capture, transmit, or store any content that is illegal, harmful, threatening, abusive, harassing, defamatory, obscene, or otherwise objectionable;
(c) Capture, transmit, or store child sexual abuse material (CSAM) or any sexualized depiction of a minor — this is grounds for immediate account termination and referral to law enforcement;
(d) Abuse or circumvent session limits, seat limits, or API rate limits through automated means, multiple accounts, or any other method;
(e) Use the Service in any manner that could disable, overburden, damage, or impair it;
(f) Attempt to gain unauthorized access to any part of the Service, other accounts, or our infrastructure;
(g) Resell or sublicense access to the Service without our prior written consent;
(h) Use the Service in violation of any applicable law or regulation, including wiretapping, surveillance, and privacy laws.
7. Data and Privacy
Your use of the Service is also governed by our Privacy Policy, available at /privacy, which is incorporated into these Terms by reference. You are responsible for ensuring that your use of the Service complies with applicable privacy laws with respect to any personal information you collect from customers or other guests through live sessions, including obtaining any consent required before starting a session.
8. Account Termination and Suspension
User-Initiated Deletion: You may delete your account at any time from your account settings. Account deletion is subject to a 30-day grace period during which your data is retained and the deletion can be cancelled. After this grace period, your account and all associated data are permanently deleted.
Suspension for Violations: We reserve the right to suspend or terminate your account immediately and without prior notice if we determine, in our sole discretion, that you have violated these Terms. Grounds for immediate suspension include but are not limited to: creation of multiple free-tier accounts, capturing illegal content, initiating sessions without consent, API or session abuse, non-payment, and payment disputes (chargebacks).
Non-Payment Escalation: Outstanding invoices are subject to the graduated escalation process described in Section 5 (Plans and Billing). This process includes automatic payment retries, account restrictions, suspension, and eventual downgrade to the free tier. You will receive email notifications before each escalation step.
Administrative Deletion: We reserve the right to delete any account and all associated resources at our discretion, with reasonable notice where practicable.
Inactivity: Accounts that have been inactive for 6 consecutive months may be automatically deactivated. You will receive notice before deactivation. Deactivated accounts that are not reactivated within 30 days may be permanently deleted.
Effect of Termination: Upon termination, your right to use the Service immediately ceases. We have no obligation to retain your data following termination, subject to our data retention policy.
9. Intellectual Property
Our IP: The Service, including its software, design, trademarks, and content, is owned by SeeItLive and its licensors and is protected by intellectual property laws. You are granted a limited, non-exclusive, non-transferable license to use the Service in accordance with these Terms.
Your Content: You retain ownership of the snapshots and session media captured through your account. By using the Service, you grant us a limited license to process, transmit, and store that content solely as necessary to provide the Service.
Feedback: If you provide feedback or suggestions regarding the Service, we may use them without restriction or compensation to you.
10. Limitation of Liability
No Uptime Guarantee: The Service is provided "as is" and "as available" without warranty of any kind. We do not guarantee uninterrupted, error-free, or secure access to the Service.
Disclaimer of Warranties: To the maximum extent permitted by applicable law, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.
Liability Cap: To the maximum extent permitted by applicable law, our total liability to you for any claims arising out of or related to these Terms or the Service shall not exceed the total fees paid by you to SeeItLive in the 12 months preceding the event giving rise to the claim.
Exclusion of Consequential Damages: In no event shall we be liable for any indirect, incidental, special, exemplary, or consequential damages, including loss of profits, data, business, or goodwill, even if we have been advised of the possibility of such damages.
11. Changes to Terms
We may modify these Terms at any time by posting the updated version on our website. We will notify you of material changes by email or by posting a prominent notice. Your continued use of the Service after changes take effect constitutes your acceptance of the updated Terms. If you do not agree to the updated Terms, you must stop using the Service.
12. Governing Law and Dispute Resolution
These Terms are governed by and construed in accordance with the laws of the Province of Quebec and the federal laws of Canada applicable therein, without regard to conflict of law principles. Any dispute arising out of or relating to these Terms or the Service shall be subject to the exclusive jurisdiction of the courts of the Province of Quebec. You irrevocably submit to the personal jurisdiction of such courts.
13. Contact
If you have questions about these Terms, please use our contact form and select the "Legal" topic.