Terms of Service

Last updated: 3 August 2026
These Terms are executed in the English language. Any translation is provided for convenience only, and the English version governs.

These Terms of Service (the "Terms") are a binding agreement between Tracely ("Tracely", "we", "us", "our") and the company or other legal entity on whose behalf the Service is used (the "Customer", "you", "your"). They govern access to and use of the Tracely web application, the Tracely browser extension, and the websites on which these Terms are published (together, the "Service").

By creating or joining a Workspace, accepting these Terms at sign-in, or otherwise using the Service, you agree to be bound by these Terms. The individual accepting them represents and warrants that they have authority to bind the Customer. If you do not have that authority, or if you do not agree to these Terms, you must not use the Service.

Contents

• 1. Definitions
• 2. The Service
• 3. The Pilot Period; fees
• 4. Accounts and access
• 5. Customer Data; ownership
• 6. Customer responsibilities for Customer Data
• 7. Acceptable use
• 8. Security
• 9. Privacy and data protection
• 10. Confidentiality
• 11. Intellectual property
• 12. Third-party services and websites
• 13. Warranties and disclaimers
• 14. Indemnification
• 15. Limitation of liability
• 16. Suspension
• 17. Term and termination
• 18. Changes to the Service or these Terms
• 19. Force majeure
• 20. Governing law and dispute resolution
• 21. General provisions
• 22. Contact

1. Definitions

"Authorised User" means an individual who is authorised by the Customer to use the Service under the Customer's Workspace, such as an employee, contractor or agent of the Customer.

"Customer Data" means all data, text, recordings, screenshots, guides, processes, files and other content submitted to the Service by or on behalf of the Customer or its Authorised Users, together with data generated in the Service that describes that content, such as completion records.

"Recording" means a capture of steps, interactions and screenshots made with the Tracely browser extension during a session that an Authorised User has expressly started.

"Workspace" means the segregated environment within the Service that holds the Customer's Customer Data and to which the Customer's Authorised Users are admitted.

"Pilot Period" means the period during which Tracely makes the Service available free of charge, as described in Section 3.

"Confidential Information" has the meaning given in Section 10.

2. The Service

2.1. Tracely is a business tool that enables companies to document how tasks are performed, convert those records into step-by-step guides, assign those guides to their teams, and track completion.

2.2. The Service is provided on a hosted, software-as-a-service basis. Tracely may from time to time update, improve or modify the features and functions of the Service, provided that no such change will materially degrade the core functionality described in Section 2.1 during an active subscription or, during the Pilot Period, without the notice described in Section 18.

2.3. The Service is offered for business use only. It is not directed at consumers, and no consumer-protection regime applicable to consumer contracts is intended to apply to it.

3. The Pilot Period; fees

3.1. The Service is currently made available free of charge for evaluation and production use during the Pilot Period. No payment details are collected anywhere in the Service, and no billing functionality is enabled.

3.2. Tracely will give the Customer at least thirty (30) days' written notice (which may be given by email to the Workspace owner or by prominent notice within the Service) before any fee applies to the Customer's use of the Service. No fee will ever be charged without the Customer's express prior agreement to a priced plan.

3.3. If, following such notice, the Customer chooses not to adopt a priced plan, the Customer may terminate under Section 17 and export its Customer Data under Section 17.4. Nothing in these Terms obliges Tracely to continue offering the Service free of charge indefinitely, and nothing obliges the Customer to purchase anything.

4. Accounts and access

4.1. Access to the Service requires authentication through Google Sign-In. Tracely does not create, receive or store passwords for the Service.

4.2. The Customer is responsible for: (a) ensuring that its Authorised Users keep their authentication credentials secure; (b) all activity that occurs under its Workspace, except to the extent caused by Tracely's breach of these Terms; (c) promptly removing access for individuals who cease to be Authorised Users; and (d) notifying Tracely without undue delay upon becoming aware of any unauthorised access to its Workspace.

4.3. The Customer will ensure that its Authorised Users comply with these Terms, and the Customer remains responsible for their acts and omissions in connection with the Service as if they were the Customer's own.

5. Customer Data; ownership

5.1. The Customer owns its data. As between the parties, the Customer retains all right, title and interest, including all intellectual-property rights, in and to the Customer Data. These Terms do not transfer any ownership of Customer Data to Tracely.

5.2. The Customer grants Tracely a limited, non-exclusive, non-transferable (except under Section 21.3) licence to host, store, process, transmit, display and create back-up copies of Customer Data solely to the extent necessary to: (a) provide, maintain and secure the Service for the Customer; (b) prevent or address service, security or technical problems; (c) respond to the Customer's support requests; and (d) comply with applicable law. This licence ends when the Customer Data is deleted in accordance with these Terms.

5.3. What we will not do. Tracely will not: (a) sell or rent Customer Data; (b) use Customer Data for advertising, or permit any third party to do so; (c) use Customer Data to train, fine-tune or evaluate any artificial-intelligence or machine-learning model, whether Tracely's own or a third party's, without the Customer's prior written consent; or (d) access the contents of a Workspace except as described in Section 5.2 or Section 9.4.

5.4. Tracely may generate and use aggregated, anonymised statistics about use of the Service (for example, feature-usage counts) for the purpose of operating, securing and improving the Service, provided that such statistics do not identify the Customer, any Authorised User, or any Customer Data, and cannot reasonably be used to do so.

5.5. Portability. Customer Data is held as structured data. During the term, and during the export window described in Section 17.4, the Customer may request an export of its processes and guides in a structured, machine-readable form, and Tracely will provide it within a reasonable period.

6. Customer responsibilities for Customer Data

6.1. The Customer determines what is recorded. The Tracely extension captures pages only during a Recording that an Authorised User has expressly started, on pages the user chooses to visit during that Recording.

6.2. The Customer represents and warrants that: (a) it has, and will maintain, all rights, permissions and consents necessary to submit Customer Data to the Service and to grant the licence in Section 5.2, including any notices to or consents from individuals whose information appears in Recordings; (b) its creation and use of Recordings of third-party websites and systems complies with applicable law and with any terms that bind the Customer in respect of those websites and systems; and (c) the Customer Data does not infringe the rights of any third party.

6.3. The Customer must not use the Service to record, store or share special categories of personal data, payment-card data, government identifiers or authentication credentials belonging to third parties, unless the Customer's own documented process genuinely requires it, appropriate safeguards are in place, and doing so is lawful. Screenshots are images of the screen: where a page displays such information, the Customer should avoid capturing that page or mask the information first. The Service does not store values typed into password fields.

6.4. As between the parties, the Customer is solely responsible for the accuracy, quality and legality of Customer Data and of the means by which it was acquired.

7. Acceptable use

7.1. The Customer will not, and will ensure that its Authorised Users do not:

• use the Service in violation of applicable law, or to infringe the rights of any person;
• upload or transmit malicious code, or take any action intended to disrupt, degrade or place an unreasonable load on the Service;
• attempt to gain unauthorised access to the Service, to any Workspace other than the Customer's own, or to the underlying systems or networks;
• probe, scan or test the vulnerability of the Service other than through the responsible-disclosure route described on the security page;
• copy, modify, translate, reverse-engineer, decompile or disassemble the Service or create derivative works from it, except to the extent that applicable law permits such acts notwithstanding this restriction;
• rent, resell, sublicense or otherwise make the Service available to any third party other than Authorised Users, or use the Service on behalf of any third party as a service bureau;
• access the Service in order to build a competing product, or copy its features or user interface for a competing product;
• remove or obscure any proprietary notices in the Service; or
• use another person's credentials, or misrepresent the Customer's identity or affiliation.

8. Security

8.1. Tracely maintains commercially reasonable administrative, technical and organisational safeguards designed to protect the security, confidentiality and integrity of Customer Data. These currently include: hosting on Google Cloud Platform; encryption of data in transit and at rest; server-side enforcement of authorisation on every read and write; segregation of Workspaces such that no request can return another Workspace's data; role- and permission-based access within a Workspace; and abuse-prevention controls, including rate limiting.

8.2. Tracely keeps its security measures under continuous review and will update and improve them over time. Tracely will not materially reduce the overall level of protection described in Section 8.1 during the term.

8.3. The Customer acknowledges that no software, system or transmission over the internet can be guaranteed to be completely secure, and that the safeguards described above are designed to reduce, but cannot eliminate, such risks. Tracely's responsibility in respect of security is to implement and maintain the safeguards described in this Section 8; provided Tracely has done so, the unavoidable residual risk of sophisticated or unforeseeable attack is not a breach of these Terms.

8.4. If Tracely becomes aware of a breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, Customer Data, Tracely will notify the Customer without undue delay, provide information reasonably available to it about the nature and scope of the incident, and take reasonable steps to mitigate its effects. Tracely's notification of, or response to, an incident is not an admission of fault or liability.

8.5. The Customer is responsible for security within its control, including the configuration of roles and permissions in its Workspace, the security of its Authorised Users' Google accounts and devices, and the prompt removal of access for leavers.

9. Privacy and data protection

9.1. The Tracely Privacy Policy describes what data the Service collects, why, and where it is stored, and is incorporated into these Terms by reference. In the event of conflict between the Privacy Policy and this Section 9, this Section 9 prevails.

9.2. Each party will comply with the data-protection laws applicable to it in connection with the Service. To the extent Tracely processes personal data contained in Customer Data, it does so on the Customer's behalf and on the Customer's documented instructions as set out in these Terms, and the Customer is responsible for the lawfulness of that processing, including any required notices and consents.

9.3. Tracely uses hosting and infrastructure subprocessors to provide the Service, currently Google LLC (Google Cloud Platform / Firebase: database storage in the me-central1 region, Qatar; file storage and request processing in the us-central1 region, United States) and, for outgoing email including messages sent through the website contact form, Resend (United States). An up-to-date list of subprocessors is available on request. Tracely will impose data-protection obligations on its subprocessors that are no less protective than those in this Section 9. Where applicable data-protection law requires additional data-processing terms between the parties, the parties will execute them in good faith on request.

9.4. Tracely personnel do not access the contents of a Workspace in the ordinary course. Access occurs only: (a) where necessary to resolve a support request raised by the Customer; (b) where necessary to investigate a suspected violation of Section 7; or (c) where required by applicable law or a valid order of a competent authority, in which case Tracely will, where lawfully permitted, notify the Customer before disclosure.

9.5. Verified requests for deletion of personal data are completed within thirty (30) days, as described in the Privacy Policy.

10. Confidentiality

10.1. "Confidential Information" means non-public information disclosed by one party to the other in connection with the Service that is designated confidential or that a reasonable person would understand to be confidential given its nature and the circumstances of disclosure. The Customer's Confidential Information includes Customer Data. Tracely's Confidential Information includes non-public information about the design, architecture and security of the Service.

10.2. Each party will: (a) use the other party's Confidential Information only to exercise its rights and perform its obligations under these Terms; (b) protect it using at least the degree of care it uses for its own confidential information of similar importance, and no less than reasonable care; and (c) not disclose it to any third party except to its personnel, advisers and subcontractors who need to know it for those purposes and who are bound by obligations of confidentiality no less protective than this Section.

10.3. Confidential Information does not include information that: (a) is or becomes public through no fault of the receiving party; (b) was lawfully known to the receiving party without restriction before disclosure; (c) is lawfully received from a third party without restriction; or (d) is independently developed without use of the disclosing party's Confidential Information.

10.4. A party may disclose Confidential Information to the extent required by law or a valid order of a competent authority, provided that, where lawfully permitted, it gives the other party prompt notice and reasonable cooperation to seek protective treatment.

10.5. The obligations in this Section survive for three (3) years after termination of these Terms, and, in respect of trade secrets and Customer Data, for as long as the information remains a trade secret or is retained by the receiving party.

11. Intellectual property

11.1. Tracely and its licensors retain all right, title and interest in and to the Service, including all software, interfaces, designs, documentation, trade marks and all related intellectual-property rights. Except for the limited right to use the Service in accordance with these Terms, no rights in the Service are granted to the Customer, whether by implication, estoppel or otherwise.

11.2. If the Customer or its Authorised Users provide suggestions, ideas or other feedback about the Service, Tracely may use that feedback without restriction or obligation, provided that doing so does not identify the Customer or disclose its Confidential Information.

12. Third-party services and websites

12.1. The Service interoperates with third-party services, including Google Sign-In, which are governed by their own terms and privacy policies. Tracely is not responsible for third-party services and does not endorse them.

12.2. The websites and systems on which the Customer chooses to make Recordings are the Customer's own affair. Tracely has no relationship with, and assumes no responsibility for, those websites and systems, and the Customer's use of them remains subject to whatever terms bind the Customer.

13. Warranties and disclaimers

13.1. Each party represents and warrants that it has the legal power and authority to enter into these Terms.

13.2. Tracely warrants that it will provide the Service with reasonable skill and care, and in material accordance with Sections 5, 8 and 9.

13.3. Save as expressly set out in these Terms, and to the maximum extent permitted by applicable law, the Service is provided "as is" and "as available", particularly during the Pilot Period, and Tracely disclaims all other warranties, conditions and representations, whether express, implied, statutory or otherwise, including any implied warranties of merchantability, satisfactory quality, fitness for a particular purpose, title and non-infringement, and any warranty that the Service will be uninterrupted, error-free or free of harmful components. No service-level commitment or availability guarantee applies during the Pilot Period.

13.4. The Service is a documentation and training tool. The content of the Customer's guides and processes is created and approved by the Customer, and Tracely gives no warranty as to its accuracy or its fitness for the Customer's operational, regulatory or safety purposes.

14. Indemnification

14.1. By the Customer. The Customer will defend Tracely against any third-party claim, and will indemnify Tracely against the resulting damages, costs and reasonable legal fees finally awarded or agreed in settlement, to the extent the claim arises from: (a) Customer Data, including any assertion that Customer Data was collected or recorded unlawfully or infringes a third party's rights; (b) the Customer's breach of Section 6 or Section 7; or (c) the Customer's use of the Service in violation of applicable law.

14.2. By Tracely. Tracely will defend the Customer against any third-party claim alleging that the Service itself (excluding Customer Data and third-party services) infringes that third party's intellectual-property rights, and will indemnify the Customer against the resulting damages, costs and reasonable legal fees finally awarded or agreed in settlement. If such a claim arises or appears likely, Tracely may at its option procure the right for the Customer to continue using the Service, modify the Service so that it is non-infringing without material loss of functionality, or terminate the affected use and, if any fees have been prepaid, refund the unused portion. This Section 14.2 does not apply to the extent a claim arises from Customer Data, from use of the Service in combination with items not provided by Tracely, or from use in breach of these Terms.

14.3. The indemnified party must give the indemnifying party prompt written notice of the claim, sole control of its defence and settlement (provided any settlement fully releases the indemnified party and imposes no obligation on it beyond ceasing infringing use), and reasonable cooperation at the indemnifying party's expense.

14.4. This Section 14 states each party's sole liability, and the other party's exclusive remedy, for the third-party claims it describes, and is subject to Section 15.

15. Limitation of liability

15.1. To the maximum extent permitted by applicable law, neither party will be liable to the other for any indirect, incidental, special, consequential, exemplary or punitive damages, or for any loss of profits, revenue, business, anticipated savings, goodwill or data, however caused and under any theory of liability, whether in contract, tort (including negligence), statute or otherwise, even if advised of the possibility of such damages.

15.2. To the maximum extent permitted by applicable law, each party's total aggregate liability arising out of or relating to these Terms and the Service, from all claims and causes combined, will not exceed the greater of: (a) the total fees paid by the Customer to Tracely for the Service in the twelve (12) months preceding the first event giving rise to liability; and (b) one hundred United States dollars (USD 100).

15.3. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

15.4. The parties acknowledge that the disclaimers and limitations in Sections 13, 14 and 15 reflect a reasonable allocation of risk in light of the Service being provided free of charge during the Pilot Period, and that Tracely would not be able to offer the Service on these economic terms without them.

16. Suspension

16.1. Tracely may suspend access to the Service, or to an affected part of it, where reasonably necessary because: (a) there is a genuine security risk to the Service, to the Customer or to others; (b) the Customer or an Authorised User is in material breach of Section 7; (c) suspension is required by law or by a competent authority; or (d) continued provision could cause material harm to the Service or to other customers.

16.2. Where practicable, Tracely will give notice before suspending and will limit the suspension to what is reasonably necessary. Tracely will restore access promptly once the ground for suspension is resolved.

17. Term and termination

17.1. These Terms take effect when the Customer first accepts them and continue until terminated in accordance with this Section.

17.2. The Customer may terminate at any time, for any reason, by deleting its Workspace or by written notice to Tracely. Tracely may terminate for convenience on thirty (30) days' written notice.

17.3. Either party may terminate immediately on written notice if the other party materially breaches these Terms and, where the breach is capable of remedy, fails to remedy it within fourteen (14) days of notice describing the breach.

17.4. Export window. For thirty (30) days following termination (other than termination for the Customer's material breach of Section 7 that makes continued access a security risk), Tracely will, on request, make the Customer's Customer Data available for export as described in Section 5.5.

17.5. Following the export window, Tracely will delete Customer Data from its active systems within thirty (30) days. Any residual copies retained by Tracely's infrastructure provider as part of its own routine operation are deleted in the ordinary course, and in any event handled in accordance with Section 10 until deleted.

17.6. Sections 1, 5.5 (for the duration of the export window), 6.4, 10, 11, 13, 14, 15, 17.4–17.6, 20 and 21 survive termination.

18. Changes to the Service or these Terms

18.1. Tracely may modify these Terms from time to time. For material changes, Tracely will give at least thirty (30) days' notice by email to the Workspace owner or by prominent notice within the Service, and the change will take effect at the end of that period. Non-material changes (such as clarifications and corrections) take effect when posted, with the "Last updated" date revised.

18.2. If the Customer objects to a material change, its remedy is to terminate under Section 17 before the change takes effect; continued use after the effective date constitutes acceptance. No change will retroactively reduce Tracely's obligations in respect of Customer Data under Sections 5, 8 and 9 without the Customer's express agreement.

19. Force majeure

Neither party will be liable for any failure or delay in performance (other than payment obligations, if any) to the extent caused by circumstances beyond its reasonable control, including acts of God, natural disasters, epidemic, war, terrorism, civil unrest, labour disputes, governmental action, failures of the internet or of telecommunications or hosting infrastructure not operated by that party, power failures, and denial-of-service or similar attacks. The affected party will use reasonable efforts to mitigate the effect of the event and resume performance.

20. Governing law and dispute resolution

20.1. These Terms, and any dispute or claim arising out of or in connection with them or the Service (including non-contractual disputes or claims), are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, without regard to conflict-of-laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

20.2. Before commencing proceedings, the parties will first attempt in good faith to resolve any dispute by negotiation between representatives with authority to settle, for a period of thirty (30) days from written notice of the dispute.

20.3. Subject to Section 20.2, the courts of Dubai have exclusive jurisdiction, and each party submits to that jurisdiction. Nothing in this Section prevents either party from seeking urgent injunctive or equivalent relief in any court of competent jurisdiction to protect its Confidential Information or intellectual-property rights.

21. General provisions

21.1. Entire agreement. These Terms, together with the Privacy Policy and any order or plan terms expressly agreed by the parties, constitute the entire agreement between the parties concerning the Service and supersede all prior or contemporaneous understandings on that subject. In the event of conflict, expressly agreed order or plan terms prevail over these Terms.

21.2. Severability; waiver. If any provision of these Terms is held unenforceable, it will be modified to the minimum extent necessary to make it enforceable, and the remainder will continue in full force. A failure to enforce a provision is not a waiver of the right to enforce it later; waivers must be in writing.

21.3. Assignment. The Customer may not assign or transfer these Terms without Tracely's prior written consent, not to be unreasonably withheld. Tracely may assign these Terms to an affiliate or in connection with a merger, acquisition, corporate reorganisation or sale of all or substantially all of its assets, provided the assignee assumes Tracely's obligations, including those in Sections 5, 8, 9 and 10.

21.4. Independent contractors. The parties are independent contractors. These Terms do not create a partnership, joint venture, agency or employment relationship, and neither party may bind the other.

21.5. No third-party beneficiaries. These Terms are for the benefit of the parties alone and confer no rights on any third party.

21.6. Notices. Notices to the Customer may be given by email to the Workspace owner's registered email address or by notice within the Service. Notices to Tracely must be sent to the address in Section 22 and are effective on receipt.

21.7. Compliance with trade laws. Each party will comply with applicable export-control and sanctions laws, and the Customer represents that it is not subject to sanctions that would prohibit its use of the Service.

21.8. Language. These Terms are drafted in English. Any translation is provided for convenience only, and the English version governs in the event of inconsistency.

22. Contact

Questions about these Terms, notices under them, and requests (including data-export and subprocessor-list requests) should be directed to: pilot@tracely.ae.