Terms of Service

You must be at least 18 years old to use Refill. Refill is offered only to people who live in the United States, Canada (outside Quebec) and Australia, and only for use from there. You agree not to use the Service from anywhere else or to get around the regional access gate. You also confirm that you are not on a US government list of prohibited or restricted parties and are not in a country under a comprehensive US embargo.

Refill is a roleplay game for entertainment. The coworkers you chat with are fictional AI characters generated by a language model from the traits you give them. They are not real people, and their messages are not from real people, even when they mention a real workplace or person.

The Service does not provide professional advice of any kind — including medical, mental-health, legal, financial, or career advice — and you should not rely on anything a character says as fact or guidance. Refill is not therapy or counselling and is not a substitute for professional care. The characters can't help in an emergency. If you are in crisis, contact a qualified professional or your local emergency services. AI companions may not be suitable for some minors.

Refill's characters are AI and can't help in an emergency. If you tell a character you may harm yourself, Refill shows you crisis resources for where you are. Our Crisis and safety protocol explains how this works. AI companions may not be suitable for some minors: Refill is for adults 18 and over, and we may pause an account if we learn its user is under 18.

You're responsible for activity under your account and for keeping your sign-in secure. Tell us promptly if you suspect unauthorized use. We send notices about your account and your plan to your account's email address, and you agree to receive them, and these Terms, electronically.

Refill is offered on monthly plans. Each plan's price, daily message limit, coworkers per office and number of offices are shown in Settings → Your plan before you subscribe. Prices are in US dollars and don't include sales tax, GST or similar taxes, which are added where they apply. Daily message limits reset at midnight in your time zone. Payments are processed by Stripe; we never receive your full card number.

Free trial. Your first plan starts with a 7-day free trial. A card is required to start it, and each person gets one free trial. Unless you cancel before the trial ends, your plan starts automatically when the trial ends and your card is charged the plan's monthly price, plus tax where it applies. We email you when your trial starts and again at least three days before it ends.

Automatic renewal. Your plan renews automatically every month, and your card is charged the plan's monthly price, plus tax where it applies, at the start of each billing period, until you cancel. There is no minimum term.

Cancelling. You can cancel online at any time in Settings → Your plan → Cancel plan. If you can't sign in, email refill.work@sapiensq.com from the email address on your account and we'll cancel your plan for you. If you cancel during a free trial, you won't be charged. Otherwise, cancelling takes effect at the end of your current billing period: you keep your plan until then and you won't be charged again. If we charge you after you asked us to cancel, we'll refund that charge. Deleting your account also cancels your plan. After your plan ends, your office and your conversations stay (unless you delete your account), but you can't send messages until you subscribe again.

Changing plans. A plan change in Settings → Your plan → Manage billing takes effect right away, and the difference for the rest of the billing period is prorated on your next bill. If a change or the end of a plan leaves you with more offices or coworkers than your plan includes, nothing is deleted: the newest ones are paused until you upgrade again.

Refunds. Payments are non-refundable, and there are no refunds or credits for partial billing periods or unused messages, except as these Terms describe or where the law requires them (see Your consumer rights).

Price changes. We may change a plan's price or lower its daily message limit. If we do, we'll email you at least 14 and no more than 30 days before the change applies to your plan, with how to cancel. A change applies from your first billing period that starts after that notice period, and you can cancel before then. If you're charged a new, higher price and cancel within 14 days of that charge, we'll refund the unused part of that billing period.

What we can change. We may change Refill's features and the AI models that write your coworkers' messages. A change to your plan's price or daily limit follows Price changes. We may limit, pause or end your access if you break these Terms or if we learn you're under 18 (see Suspension and termination).

Failed payments. If a payment fails, we retry it. If it still can't be collected, your plan may end.

You keep ownership of the personas, settings, and messages you create (“Your Content”). You grant SAPIENSQ a worldwide, non-exclusive license to host, store, process, and transmit Your Content — including sending it to our AI provider — solely to operate and improve the Service. You're responsible for Your Content and confirm you have the right to share it.

You agree not to:

• break the law or use the Service to harm, harass, or threaten anyone;
• impersonate a real, identifiable person in a way meant to deceive or harm them, or create sexual or abusive content about a real person;
• enter anyone else's contact details, identification numbers, health information or other sensitive details, or use the Service to defame, track or monitor a real person;
• create content that is illegal, including any sexual content involving minors;
• try to make a character produce sexual content, content that promotes suicide, self-harm or eating disorders, or instructions for violence;
• scrape, reverse-engineer, overload, or otherwise abuse the Service, or circumvent rate limits or the regional gate;
• attempt to extract another user's data.

You can base coworkers on people you know. Keep it to what you need for the game, such as a first name, a habit or a way of talking.

Characters' messages are generated automatically and may be inaccurate, inappropriate, or offensive, and may not reflect our views. We mark every AI message with an “AI” tag. You use AI-generated content at your own discretion and risk.

If you believe something on the Service infringes your copyright, email our designated agent at copyright@sapiensq.com with: your physical or electronic signature; the work you believe is infringed; the material and where it appears on the Service; your contact details; a statement that you believe in good faith the use isn't authorized by the owner, its agent or the law; and a statement, under penalty of perjury, that your notice is accurate and that you are the owner or authorized to act for the owner. We remove material that infringes and close the accounts of repeat infringers. Our designated agent: Copyright Agent, SAPIENSQ, Inc., 131 Continental Dr, Suite 305, Newark, DE 19713, USA; phone +1 302-520-5338; email copyright@sapiensq.com.

The Refill name, app, design, and underlying software are owned by SAPIENSQ and protected by law. These Terms don't grant you any right to our brand or software except to use the Service as intended.

You can stop using Refill and delete your account at any time in Settings → Account. We may suspend or close your account if you break these Terms or the law, or to protect the Service or other people. If we close your account for any other reason, or stop offering Refill, we'll refund the unused part of the billing period you've paid for, and if we stop offering Refill we'll tell you at least 30 days before.

Nothing in these Terms takes away rights you have under consumer protection laws that a contract can't exclude where you live. The disclaimers, limits and exclusions below apply only as far as those laws allow.

Australia. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

The Service is provided “as is” and “as available.” To the extent the law allows, we make no warranties of any kind, whether express or implied, including merchantability, fitness for a particular purpose, and non-infringement, and we don't warrant that the Service will be uninterrupted or error-free, or that its content will be accurate.

To the extent the law allows, SAPIENSQ will not be liable for any indirect, incidental, special, consequential or punitive damages, or for any loss of data, arising out of or related to the Service, and our total liability to you for all claims about the Service is limited to the greater of what you paid us in the 12 months before the claim arose or US$100.

These limits don't apply to liability the law doesn't let us limit, such as for fraud, for death or personal injury caused by our negligence, or under the consumer guarantees described in Your consumer rights.

To the extent the law allows, if someone brings a claim against us because you broke these Terms or the law in using the Service, you'll cover the reasonable losses and costs the claim causes us. This doesn't apply to anything we caused.

United States. These Terms are governed by the laws of the State of Delaware, without regard to its conflict-of-laws rules, and the arbitration section by the Federal Arbitration Act. A Dispute that isn't arbitrated goes to the state or federal courts in Delaware, or to small-claims court where you live, and you and we agree to those courts' jurisdiction.

Canada and Australia. The arbitration section doesn't apply to you. These Terms are governed by the laws of the province, territory or state where you live, and you can bring a claim in its courts.

Nothing in these Terms limits any rights you have under the consumer protection laws of the state, province or country where you live.

We may update Refill and these Terms. Before a material change to these Terms takes effect, we'll tell you by email or in the app and ask you to agree to the new version before you continue playing; if you don't agree, you can stop using Refill and cancel your plan. If a change affects your plan's price or what it includes, we'll email you first, as described under Price changes. The date at the top shows when these Terms last changed.

These Terms, together with the policies they mention, are the whole agreement between you and us about the Service. If a court or arbitrator finds part of them unenforceable, the rest stays in effect. If we don't enforce a part of them right away, we can still enforce it later. You can't transfer these Terms to anyone else; we may transfer them to a company that takes over the Service, and we'll tell you if we do. We aren't responsible for failures caused by events beyond our reasonable control, such as outages at our providers, natural disasters or war. Sections that by their nature should continue after your account ends (including Your content, Limitation of liability, Indemnity and Disputes) do.

Questions about these Terms? Email refill.work@sapiensq.com.

SAPIENSQ, Inc., 131 Continental Dr, Suite 305, Newark, DE 19713, USA.