Refill Service Terms

Refill lets a learner rehearse a difficult conversation with an AI counterpart, and returns coaching that cites the manuals, guidelines and regulations the organisation has uploaded. In this schedule, “Practice Run” means one rehearsal session, “Learner” means the person taking it, and “Organisation” means the entity whose Workspace the Practice Run belongs to.

The counterpart is simulated. It is not a real person, not a representative of any real person, and not a substitute for speaking with the person whose situation is being rehearsed.

Coaching output is training feedback generated by an AI system against the documents supplied to it. It is not human-resources, legal, medical, psychological, counselling, safeguarding or compliance advice, and a citation to an uploaded document is a pointer to that document rather than an opinion on what the document requires.

Refill is a rehearsal tool and not an assessment instrument. A Practice Run, a score, a transcript or any coaching output must not be used as the sole or principal basis for:

• hiring, promotion, remuneration, discipline, dismissal or any other employment decision;
• academic grading, certification, licensing or accreditation; or
• a decision about an individual’s access to a service, benefit or entitlement.

Where an Organisation nonetheless uses Refill in an evaluative process, the Organisation is responsible for that use, for any notice or consent it requires, and for the human review that applicable law demands.

You must not use Refill to simulate an identified private individual, to reconstruct a real exchange for use against a person, or to profile a colleague, learner, client or member of the public. A scenario describing a role, a situation or a category of counterpart is permitted; a scenario built to represent a named individual is not, unless that individual has consented and applicable law allows it.

In addition to the restrictions in Customer Material, you must not enter into a Practice Run, a scenario or an uploaded document any personal data about a third party beyond what the rehearsal requires, and you must not enter health records, case files, disciplinary records, student records or other special categories of personal data unless we have expressly agreed in writing to receive them and the Organisation has a lawful basis for the disclosure.

You represent that you have the right to upload each document you supply and to have it parsed, chunked, embedded and retrieved by the Service, and that the upload does not breach a licence, a confidentiality obligation or an institutional rule that applies to it.

Where an Organisation provisions the Workspace, the Organisation decides who may see a Practice Run. A learning manager, administrator or other authorised operator of that Workspace may see practice history, uploaded documents and participation records within the scope their role permits. The Organisation is responsible for telling its Learners what is visible to whom.

Where a Learner joins with a room code and does not register an account, the Organisation that issued the code is responsible for the Learner’s participation and for any notice owed to them.

Practice Runs, transcripts and coaching are retained for the period configured for the Workspace or stated in the applicable order form, and are then deleted or anonymised. An Organisation may request earlier deletion of a Practice Run it owns.

A self-hosted deployment, where the Organisation runs the knowledge and inference components in its own environment, is governed by the order form for that deployment. In that configuration the material processed in the Organisation’s environment does not reach our infrastructure, and our obligations are limited to the software and support the order form describes.