Terms of Service
Support Lab AI · Last updated: April 2026
We have tried to make the terms fair and easy to understand. If anything is unclear, please email hello@supportlab.ai.
1.Who these terms are between
These terms are between you and Support Lab AI. "You" means the person or organisation using the platform. "We" or "us" means Support Lab AI. By creating an account you agree to these terms.
2.What you can do
You can use Support Lab AI to learn, practice, and improve your support engineering skills. If you are on a Team or Enterprise plan, you can invite colleagues and manage their assignments. You can use the forum to discuss topics with other users.
3.What you cannot do
You cannot share your account with other people. You cannot copy or scrape the platform's content, problems, or simulation scenarios to use outside the platform. You cannot use the platform to train AI models. You cannot attempt to access other users' accounts or data. You cannot post harmful, abusive, or illegal content in the forum. You cannot attempt to reverse-engineer or circumvent any part of the platform.
4.Your content
Anything you write in the forum or in simulation responses belongs to you. By posting in the forum, you grant us a licence to display it to other users. We will not claim ownership of your content or use it for commercial purposes. You can delete your forum posts at any time. Simulation transcripts are private to you.
5.Payment and plans
Paid plans are billed monthly or annually as you choose. You can cancel at any time. When you cancel, you keep access until the end of the period you have already paid for. We offer a 14-day money-back guarantee on all new paid plan subscriptions - email us within 14 days of your first payment. We may change prices with 30 days notice. Price increases do not apply to your current billing period.
6.Free tier
The free tier is provided as-is. We may change the features available on the free tier at any time with reasonable notice. We will always maintain a free tier with at least basic access to the platform.
7.Availability
We aim to keep the platform available at all times but cannot guarantee it. We perform maintenance occasionally which may cause brief downtime. We will try to give advance notice of planned downtime. We are not liable for losses caused by downtime.
8.Our content
The problems, sandbox scenarios, simulation scenarios, and course content are owned by Support Lab AI. You may not copy them, reproduce them, or distribute them outside the platform without our written permission.
9.Accounts
You are responsible for keeping your password secure. If you believe your account has been compromised, contact us immediately at hello@supportlab.ai. You can delete your account at any time from your profile settings or by emailing us.
10.Team and organisation accounts
If you manage a Team or Enterprise account, you are responsible for ensuring the people you invite agree to these terms. You must not use team data to unfairly discipline employees without giving them the context of how scores are calculated.
11.Termination
We may suspend or terminate accounts that violate these terms, particularly around abusive forum behaviour or attempts to circumvent the platform. We will give a warning first unless the violation is severe. You can appeal a termination by emailing hello@supportlab.ai.
12.Our liability
We provide the platform in good faith but cannot be held liable for indirect losses. Our maximum liability to you is the amount you paid us in the last 3 months. Nothing in these terms limits liability for fraud or death or personal injury caused by our negligence.
13.Changes to these terms
We may update these terms. If the changes are significant, we will email you at least 14 days before they take effect. Continued use of the platform after that date means you accept the updated terms.
14.Questions
Anything unclear? Email us at hello@supportlab.ai. We are a small team and we read every email.