Terms of service

Acceptance, and who this is between

These terms are an agreement between Pcnaid Inc., a company incorporated in the United States (“Pcnaid”, “we”, “us”), and the organisation or person who uses the hosted Pcnaid Memory OS service (“Customer”, “you”). They take effect on 16 August 2026 and apply from the moment a tenant is provisioned to you or you first use the service, whichever is earlier.

If you accept on behalf of an organisation, you confirm you are authorised to bind it, and “you” means that organisation. If a signed order form or enterprise agreement exists between us, it governs where it conflicts with this document.

What the service is

Pcnaid Memory OS is durable memory infrastructure for AI agents: a Postgres-backed system that stores twelve kinds of memory, retrieves them through a hybrid search and fusion pipeline, and returns them to a model as a governed context pack with a source manifest. Version 0.3.6 is the current release.

There are two separate things, and they are governed differently.

• The software is released under the MIT licence. Your rights to copy, modify, run and distribute it come from that licence and from nothing in this agreement. Nothing here restricts them.
• The hosted service is Pcnaid running that software for you, with authentication, billing, quotas, backups, a status page and support. That is what these terms cover.

The service is at version 0.x. Features may change, and some behaviour is deliberately conservative — for example, several higher-order features are deterministic rather than model-driven, which we describe on the feature pages rather than hiding.

Accounts, tenants and keys

Tenants are currently provisioned by us, not by a signup form. There is no self-serve registration in version 0.3.6; a login that carries no tenant claim is refused rather than silently creating an account. You ask, we provision, and we tell you the plan that fits. When self-serve signup ships, this section changes.

You are responsible for the security of your credentials and for everything done under them. API keys are shown once at creation and stored only as hashes — we cannot recover one for you, but you can revoke it and mint another. Tell us at security@pcnaid.com promptly if you believe a key or token has leaked.

You are responsible for the acts and omissions of your users and of the agents you connect, as if they were your own.

Acceptable use

You must not use the service to:

• store, generate or distribute unlawful content, or content that infringes someone else’s rights;
• attempt to reach data belonging to another tenant, or to defeat, probe or work around tenant isolation, row-level security, quota enforcement or the audit chain;
• conduct security testing, scanning, fuzzing or load testing against the hosted service without our prior written permission — self-host a copy and test that instead, which we would rather you did;
• store regulated medical records or other regulated sensitive categories, or full payment card or bank credentials — the service is neither certified nor designed for them;
• store passwords, API keys, private keys or government identifiers as ordinary memory content;
• extract customer data from the service in order to build or operate a directly competing hosted memory service;
• resell or sublicense access to the hosted service without a written agreement with us — self-hosting under the MIT licence is a different matter and is unrestricted;
• interfere with the availability of the service for other customers, including by circumventing rate limits or by deliberately generating load disproportionate to your plan;
• use the service to send unsolicited bulk messages, or to build systems whose purpose is deception, harassment or surveillance of people without a lawful basis.

Reporting a vulnerability you found accidentally is welcome and is not a breach of this section. Deliberately hunting for one on production without asking us first is.

Your content, and the licence you grant us

You own your content. Nothing in this agreement transfers ownership of the memories, facts, entries, transcripts, documents or files you store.

To run the service you grant Pcnaid a limited, non-exclusive, worldwide, royalty-free licence to host, store, back up, transmit, index, embed, retrieve, rank and display that content, and to make derived artefacts of it — embeddings, summaries, extracted facts, audit records — solely in order to operate, secure and support the service for you, and to comply with law. That is the whole scope. The licence ends when the content is deleted, save for backup copies that expire on their ordinary cycle and records we are required to retain.

We do not train models on your content, we do not use it to improve retrieval for anyone else, and we do not sell or share it. Where you configure a third-party AI provider, content you send reaches that provider under your agreement with them.

What your agents store is your responsibility

This is worth stating on its own, because agents write quickly and at volume, and a memory system will faithfully store whatever it is given. You are responsible for having a lawful basis for the content your agents write, for the accuracy of what you rely on, and for keeping excluded categories out.

The product gives you tools for this and you are expected to use them: DO_NOT_STORE: for text that must never be written, the preview-then-confirm forget flow for removing what was, the PII vault that pseudonymises email addresses and US phone numbers before storage, and the tenant export and delete paths. Retrieved memory is fenced as evidence rather than instruction, but that is a structural mitigation, not a guarantee — see our note on prompt injection.

Plans, fees and billing

• Plans and prices are those published on our pricing page or set out in your order. Subscriptions are billed in advance through Stripe, monthly or annually as you choose, and renew automatically for the same period until cancelled.
• Payment is taken by Stripe. Card details are entered on Stripe’s hosted checkout; Pcnaid does not receive or store card numbers. Upgrades, downgrades, payment-method changes and cancellation are self-serve through the Stripe customer portal.
• Cancellation takes effect at the end of the current billing period. Your tenant remains usable until then.
• Quotas hard-block; they do not bill an overage. Memories, chat requests and knowledge-base sources are metered per calendar month. When a limit is reached the service returns HTTP 402 and refuses the write, rather than continuing and invoicing you for the excess. There are no metered overage add-ons. Upgrade the plan to raise the limit.
• Taxes are your responsibility where they apply and are added at checkout where we are required to collect them.
• Price changes take effect at your next renewal and we will give at least thirty days’ notice by email. If you do not accept a change, cancel before renewal.
• Refunds. Fees are non-refundable except where required by law, or where we have terminated the service for convenience, in which case we refund the unused portion of a prepaid term.

The MIT licence and self-hosting

The Memory OS software is copyright © 2026 Pcnaid Inc. and is released under the MIT licence. That grant is permissive and complete: you may use, copy, modify, merge, publish, distribute, sublicense and sell copies of the software, provided the copyright notice and the permission notice accompany substantial portions of it. Under that licence the software is provided “as is”, without warranty of any kind, and the authors are not liable for any claim, damages or other liability arising from it.

Self-hosting is unrestricted. There is no seat ceiling, no feature gating, no telephone-home and no term in this agreement that limits it. Running your own instance means these terms do not apply to that instance at all — only the MIT licence does.

The repository is internal today, so this site links no public source location. If you want the source in order to self-host, ask us at support@pcnaid.com and we will arrange access.

Intellectual property

Except for the rights the MIT licence grants in the software, Pcnaid retains all rights in the service, this website, our documentation, our name and our marks. Nothing here grants you a right to use the Pcnaid or Memory OS names or logos except to describe your use of the product factually.

If you send us feedback or suggestions, you grant us a perpetual, irrevocable, royalty-free licence to use them without obligation to you. We would rather have the feedback than the ambiguity.

Third-party services and providers

The hosted service depends on Auth0 for authentication and Stripe for payments, and it can be configured to use a third-party AI provider — OpenAI, Anthropic, Google Gemini or any OpenAI-compatible endpoint — for embedding, summarisation and chat. Those providers are named factually; we are not affiliated with them and we display no third-party marks.

Where you bring your own provider key, your use of that provider is governed by your agreement with them, you are responsible for the keys you supply and the costs they incur, and we are not liable for their acts, omissions, outages, content policies or pricing. Memory OS also runs with no AI provider at all, falling back to deterministic summarisation and a local embedding model, so this dependency is one you can choose to avoid entirely.

Confidentiality

Each party may receive non-public information from the other. Each will use it only to perform this agreement, protect it with at least reasonable care, and disclose it only to people who need it and are bound to equivalent obligations. This does not cover information that is public through no fault of the recipient, was already known, was independently developed, or must be disclosed by law — in which case the recipient will give notice where it lawfully can.

Warranties and disclaimer

The software is provided “as is” under the MIT licence, without warranty of any kind, express or implied, including the implied warranties of merchantability, fitness for a particular purpose and non-infringement.

The hosted service is provided with commercially reasonable effort, skill and care. We warrant that we will operate it in a professional manner consistent with the practices described in our privacy policy. Beyond that, and to the fullest extent the law allows, we disclaim all other warranties.

In particular, we do not warrant that retrieval will be complete or accurate, that a relevant memory will always be returned, or that output produced with the help of a language model will be correct. Several components are deliberately heuristic — the query planner, the temporal-intent detector and the default reranker are rule-based, and claim verification grades by word overlap rather than by reasoning. Treat the service as evidence for your systems, not as an oracle.

Support response times and availability

We publish only the response times we are confident of. These are first-response targets during business hours, United States Central Time, excluding public holidays.

Availability. We operate to an internal target of 99.9% monthly availability. That figure is an engineering goal we hold ourselves to, not a contractual commitment, and this agreement offers no service credits against it. We state it that way because inventing a warranty we have not yet built the measurement to defend would be worse than saying so. Component status and incident history are published on the status page.

For security reports we aim to acknowledge within seventy-two hours and to fix critical issues within fourteen days where the fix is under our control.

Limitation of liability

To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, lost revenue, lost goodwill or loss or corruption of data, however caused and on any theory of liability, even if advised of the possibility.

Each party’s total aggregate liability arising out of or related to this agreement is limited to the greater of the fees you paid for the service in the twelve months before the event giving rise to the claim, or one hundred United States dollars.

Nothing in this section limits liability that cannot lawfully be limited, including for death or personal injury caused by negligence, or for fraud.

Keep your own backups of anything you cannot afford to lose. The tenant export exists for exactly this reason and we will run it for you on request.

Indemnity

You will defend and indemnify Pcnaid against third-party claims arising from your content, from your use of the service in breach of this agreement or of law, or from your infringement of a third party’s rights, and against the damages and reasonable legal costs finally awarded. We will notify you promptly of any such claim, give you control of the defence, and give reasonable assistance at your expense.

Suspension and termination

You may cancel at any time through the Stripe customer portal or by writing to us. We may suspend or terminate access if you fail to pay after notice, breach the acceptable-use section, create a security or legal risk to the service or to other customers, or where the law requires it. We will give notice and an opportunity to cure where it is practicable and where the risk allows.

On termination your right to use the hosted service ends. Ask us before deletion and we will produce a tenant export. Deletion is a soft delete followed by a hard purge after the retention grace period — thirty days by default — as described in the privacy policy. Sections that by their nature should survive termination do: content ownership, confidentiality, disclaimers, liability, indemnity and governing law.

Changes to these terms and to the service

We may change these terms. For a material change we will give at least thirty days’ notice by email to tenant owners and update the effective date; continuing to use the service after that date means you accept the change. If you do not, cancel before it takes effect.

We may also change, add to or discontinue features. We will not materially reduce the core functionality of a paid plan during a prepaid term without offering you a pro-rata refund of the unused portion.

Governing law and venue

This agreement is governed by the laws of the State of Texas, United States, without regard to its conflict-of-laws rules. The parties submit to the exclusive jurisdiction of the state and federal courts located in Texas, and waive any objection to venue there. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

If a provision is held unenforceable, it is limited to the minimum extent necessary and the rest remains in force. A failure to enforce a term is not a waiver of it. Neither party may assign this agreement without the other’s consent, except to a successor in a merger or a sale of substantially all assets.

Notices

Notices to Pcnaid go to support@pcnaid.com and are effective when we acknowledge them. Notices to you go to the email address registered against your tenant, and are effective when sent. Keep that address current — it is how we reach you about incidents, price changes and material amendments.

Contact

Related: privacy policy · cookies and local storage · plans and quotas.