Terms of service

These terms are a contract between [Snaply legal entity — name, registration number and registered address] (“Snaply”, “we”) and the business that creates an account (“you”). You accept them by creating an account, ticking the box when we ask, or using Snaply. If you accept for a company, you confirm you are authorised to bind it. Snaply is a business service; it is not offered to consumers for personal use.

Snaply lets your team request screenshots, view a user’s screen live, save frames and recordings, and, when the user allows it, control the user’s app, through our SDK, dashboard, agent console and webhooks. We may change, add or remove features. We will not remove a core feature of a paid plan during a period you have paid for without notice.

You decide when and why your team captures a screen, so you are responsible for having a lawful basis, for telling your users what the law requires, and for any consent the law requires, before every screenshot, live view, recording or remote-control session. The SDK’s Allow prompts must be shown as we ship them: never hidden, pre-answered, automated or bypassed. Do not use Snaply on a device whose user has not personally agreed, to monitor employees covertly, or on a child’s device without the parental consent the law requires. Notice and recording laws in your users’ countries, including laws on recording calls, are your responsibility.

The SDK masks password fields automatically. Everything else is masked only if you mark it. Before you release your app you must mark every element that can show payment-card numbers, government ID numbers, health, biometric or other special-category data, one-time codes, or any data you are not permitted to send us. Snaply is not responsible for anything captured because it was on screen and not masked.

Remote control lets your agents tap, scroll and type inside your user’s app after the user allows it. Your agents act on your behalf, and you are responsible for every action they take, including any change or message made from the user’s account. Agents must never use remote control to enter or obtain passwords or codes, to make a payment or move money, or to accept terms on the user’s behalf.

Snaply is used worldwide, and the laws that apply depend on where your users are. Complying with them is your responsibility, including: data-protection laws such as the EU and UK GDPR, the California Consumer Privacy Act and other US state privacy laws, Brazil’s LGPD, Canada’s PIPEDA and India’s DPDP Act; wiretap, eavesdropping and call-recording laws, including those that require every party’s consent, such as the California Invasion of Privacy Act; and sector rules such as HIPAA, PCI DSS, GLBA and COPPA. Snaply does not sign HIPAA business associate agreements and is not a PCI DSS service provider: do not capture protected health information or full card data. Snaply handles captures only as your tool and on your behalf; it does not read or use their content for its own purposes.

Keep passwords, API keys and server keys secret, and turn on two-factor authentication for owners. You are responsible for everything done through your account and seats. Tell us at support@snaplyagent.com without delay if you believe a key or seat has been compromised; rotate keys and suspend seats from the dashboard.

Do not use Snaply to break the law; to capture without consent; for surveillance, stalking or harassment; to collect credentials; to reverse engineer, copy or resell the service or the SDK; to get around its limits, prompts or security; or from a country, or by a person, subject to sanctions that prohibit it. We may remove content and suspend access that breaks this section.

Prices are in USD and exclude taxes; VAT or similar taxes are added to the invoice where they apply. Paid plans renew each period until cancelled; a cancelled plan stays active to the end of the period you have paid for. A plan starts only when its first payment completes. If a renewal fails, paid features continue for 7 days and the account then moves to the free plan’s limits; nothing is deleted. A trial gives access to a plan at no charge for a set time; when it ends, the account returns to its previous plan and nothing is charged unless you choose a plan and pay. We may change prices with at least 30 days’ notice, effective from your next renewal. Fees are non-refundable except where the law requires otherwise or the Data Processing Addendum (the “DPA”) provides a refund.

You own the data you and your users send through Snaply. You give us the right to process it only to provide, secure and support the service, and as the law requires. Our Data Processing Addendum governs how we handle your users’ personal data and forms part of these terms. We may use aggregated usage statistics that identify no person and contain no capture content to run and improve the service. We do not sell your data, use it for advertising, or train machine-learning models on captures.

We may suspend all or part of the service without prior notice if needed to stop a security threat, a capture without consent, a breach of the acceptable-use section, or where the law requires it, and after the grace period if payment fails; we tell you promptly and restore the service once the cause is resolved. Either party may end this agreement for a material breach not fixed within 14 days of written notice, and we may end it for non-payment after the grace period. If you close your account or ask us to erase your data, we delete it within 30 days, except where the law requires us to keep it. If we end your access for breach, that is not a deletion: your data is kept and can be exported, and we erase it when you ask, and in any case no later than 12 months after termination. Captures keep expiring on their retention schedule in both cases.

Each party keeps the other’s non-public information confidential, uses it only for this agreement, and shares it only with people who need it and are bound by similar duties, unless the law requires disclosure. This duty continues for five years after the agreement ends, and for as long as the information remains a trade secret.

Snaply, the SDK and the service, including improvements made from your feedback, belong to us. While this agreement is in force we grant you a non-exclusive, non-transferable right to use them, and to ship the SDK inside your apps, under these terms.

The service is provided “as is” and “as available”. We do not promise it will be uninterrupted or error-free, that every requested capture will arrive, or that it is fit for a particular purpose. The consent log records what the system did; it is evidence, not legal advice, and it does not make a capture lawful.

Neither party is liable for indirect or consequential loss, lost profits, revenue or data. Each party’s total liability under this agreement is limited to the fees you paid in the 12 months before the claim, or USD 100 if that is greater. These limits do not apply to your payment obligations, to your indemnity below, to a breach of the consent, sensitive-data, remote-control or acceptable-use sections, to fraud or wilful misconduct, or where the law does not allow liability to be limited.

You will defend and compensate Snaply against third-party claims, fines and reasonable legal costs that arise from your captures, live views, recordings or remote-control sessions; from missing consent or masking; from your agents’ actions; from your data; or from your breach of these terms or the law. We will tell you promptly about the claim and let you control its defence. You will not settle it in a way that admits fault by Snaply or restricts it without our consent.

When a change affects your rights or obligations, we tell account owners by email and in the product, where possible 30 days before it takes effect. Each person on your account must accept the new version to keep using Snaply; declining signs them out and you may end the agreement. Corrections that do not change meaning are published without asking anyone to accept again, and are marked in the version history.

This agreement is governed by the law of the Republic of Armenia. Before going to court, the parties will try for 30 days to settle a dispute in good faith; this does not stop either party from seeking urgent interim relief, or protecting confidential information or intellectual property, at any time. Disputes that are not settled go to the competent courts of Yerevan, unless mandatory law gives you another forum.

These terms, the DPA and any signed order form are the whole agreement; for personal data the DPA prevails, and a signed order form prevails over both. The English text is the binding version; translations are provided for convenience, except where the law requires a translation to prevail. You may not assign this agreement without our consent; we may assign it to a successor of our business. Neither party is liable for delays caused by events beyond its reasonable control. If a provision is invalid, the rest remains in force. Notices to you go to the account owner’s email. Terms that by their nature should continue, such as confidentiality, liability, indemnity, data deletion and this section, survive the end of the agreement. Nobody else has rights under it. A delay in enforcing a right is not a waiver. Questions: legal@snaplyagent.com.