Support is defined as after-sales service provided by Clonimi Studio (Us, We) in order to answer customer's queries and helping the customer (You) to resolve other issues related to our services.

Support is provided at no additional cost for customers (subscribers). The Helpdesk service (forum) is available as part of your Plan or membership. By acquiring a Plan you own the rights to use it, according to this document. Your subscription is individual and non-transferable to others. We reserve the right to suspend or terminate your membership if you indulge in activities that may compromise the integrity of our website or our customers. These may include uploading files infested by malware, viruses, or inappropriate content.

Support is provided in English during the weekly working days, 9:00-17:00 GMT
UK bank holidays and weekends excluded.

Helpdesk
When you register at forum.clonimi.com use the same email as when you joined clonimi.com. If you use a different email your tickets will not be processed and your account will be deleted.

Support is limited to:

• Help and advice regarding our services
• Help about using our website

Support does not include:

• Updating the content of our website or our services, including adding new features.
• Training on 3rd parties tools, including those mentioned in our website. We may suggest to use those tools in order to accomplish specific tasks, but it's your responsibility to become familiar with them, should you use them.
• Misuse of 3rd party tools - including data loss or virus infections on your devices.
• Browser related issues, including technical issues with your device. We suggest to keep your browser updated as new features of Clonimi Studio may only work with updated browsers. To minimize the risk that your browser may not work properly with our Apps, we suggest to use a modern browser like Chrome, and to keep it always updated.
• Debugging virus or malware on your device

Support Lifecycle
We are not compelled to provide support, or deliver any service included in you Plan beyond your Plan's validity. The lifetime of our services is defined by the time in which the product is active or valid. We usually reply to paid users within two business working days.

Limitations

We use industry leading hosting service providers with 99% uptime and we're working hard to make sure our services continue without interruption. However, we're not responsible for technical issues related to any of our service providers, nor for any damage that may impact our customers.

Service Updates

We can give no guarantee that our services will run with future versions of the software installed on your device, including new browsers. For instance, we're not liable for any damage, malfunctioning, downtime, or data loss on your website in case of software upgrades implemented by our strategic partners. During the validity of your subscription, we do not guarantee new updates nor we do provide deadlines or development paths for service updates. However, we do commit on providing a good service and we always value your feedback. We work hard to ensure that our services are up to date and functional.

Refund Policy

We do not offer refunds for our services. We are open to discuss billing and specific requirements that you may have, though we have no obligations to comply with requests that are not part of your plan. Under no circumstances we will provide refunds based on your service is not what I need. In fact, we offer a Free plan to make sure you can make an informed decision before you buy.
Finding a bug is not a reason for refund either. Although we work hard to test our services, according to the International Software Testing Qualifications Board (ISTQB) "Testing shows the presence of defects, not their absence." If you find a bug, please report it to us, so we can triage and fix it asap.
If you are uncertain about a specific feature, please ask us for assistance.

2 Factor Authentication | 2FA

By default when you login, you only need to enter your email and password.
After few logins, we'll ask you to further protect your account -from bots and scammers- by installing a free authenticator on your mobile device. This is mandatory, simple to use, and it will install literally in seconds, hassle free. Read the Doc to learn more.

Custom Services

You can always use free tools like Audacity to improve the quality of your audio files. However, if you want to do a specific job and you don't have time, we can probably help you out. For example, we could improve the quality of your files or sync audio and video. Here is how it works:

• You upload your original file and share its name with us
• Open a support ticket -don't use the Contact form for tech support or your request may go to the spam
• We'll have a look and share a quote
• If you accept it, we'll send you a link to the invoice, along with a short sample of the processed file
• If you like it, after payment, we'll share the download link of the fully processed file.

The timeframe depends on our workload -you'll find an estimate in the quotation. Typically, for a 10Mb MP3 file we may have a lead-time of 2d all included. Working hrs do not include UK bank holidays and weekends. As usual, no refunds.

Disclaimer

Clonimi Studio is designed to support creatives with AI applications in the field of NLP and GenAI. Our applications aim to empower people's capabilities, not to replace them. As AI move forward in its journey, we partner with PAI's Responsible Practices for Synthetic Media to make sure our services are aligned with the guidelines.
As a general rule, the ethical use of the platform rest with the customer and we are not responsible for any wrong or malicious utilization of the applications provided. By registering on our website, the user accept entirely their responsibility without restrictions.

Updates and Changes

We may update this document from time to time and it's up to you to check for changes, though we may notify you if you wish so. If you have any questions about this document please contact us. We welcome your feedback. By purchasing our services, you accept our Terms of Service and our Privacy Policy.