Terms of use for venues

01What these terms coverLink to this section: What these terms cover

Muvo is a service for creating and publishing audio guides, provided by the owner named in the legal notice. A venue is each Muvo customer: a museum, school, monument, council, gallery or other cultural organisation.

You accept these terms by ticking a box when you create your first venue. Whoever accepts them confirms they have authority to bind the organisation. If you do not agree, please do not create a venue.

Muvo is aimed at organisations and professionals, not consumers. Pending legal review: To be confirmed by legal counsel: treatment of venues that might qualify as consumers and any mandatory rules that would apply

These terms are supplemented by the privacy policy, the cookie policy and the data processing agreement, which forms part of this contract.

02The serviceLink to this section: The service

With Muvo, a venue’s team can:

• create stops and tours, and write their text paragraph by paragraph;
• generate each paragraph’s voice with artificial intelligence, or record it in their own voice from the browser;
• translate texts into other languages with AI or by hand;
• print QR codes that open the audio guide on the visitor’s phone, with no app and no sign-up;
• choose whether their audio guides are open or code-protected, and view anonymous usage statistics.

We keep improving Muvo and may add, change or remove features. If we remove a major feature from a paid plan, we will give you reasonable notice.

03Accounts and accessLink to this section: Accounts and access

You sign in to Muvo with a magic link sent to your email, or with a Google, Microsoft or LinkedIn account. There are no passwords. Everyone uses their own account: do not share access to your email or your sessions.

You are responsible for what is done with your account and must tell us as soon as possible if you suspect unauthorised use. You can sign out of your sessions and delete your account from your profile, unless you are the last admin of a venue.

04Team and rolesLink to this section: Team and roles

Each venue has a team with two roles:

• Admin: manages settings, the team, the plan, payments and invoices, as well as content.
• Editor: creates and publishes content, generates or records audio and translates, which may spend credits.

Admins decide whom to invite and which role to give them, and are answerable to Muvo for their team’s actions. When someone leaves the organisation, an admin should remove them from the team.

The venue, not the individuals who manage it, owns its content and its account.

05Plans and creditsLink to this section: Plans and credits

Every venue is on a plan and has a credit balance. As of the date of these terms, the plans are:

Each plan’s limits (stops, languages, members, monthly visitors, codes and so on) are shown on the website and in the dashboard. Muvo may change its plans, prices and limits; price changes to an active subscription apply from the next renewal, with prior notice.

Credits. 1 credit buys 1 paragraph voiced with AI or translated into one language with AI. Recording, uploading or editing audio, writing, translating by hand and publishing cost nothing. Before any action that spends credits, the dashboard shows the cost and asks you to confirm. Your balance can never go below zero: at zero, only AI voice and AI translation are blocked.

Credits can be bought in packs. Purchased credits and credits gifted by Muvo never expire; credits included in Premium and Ultra expire at the end of each month. Credits have no cash value, cannot be exchanged for money or transferred to another venue, and are not refunded when a venue is closed.

If a generation or translation fails for technical reasons, the credit for that paragraph is refunded automatically.

06Payment, renewal and cancellationLink to this section: Payment, renewal and cancellation

• Payments (subscriptions, credit packs and code packs) are made by card through Stripe. Muvo never sees or stores your card details.
• Prices are shown excluding VAT. Stripe Tax calculates any VAT or other taxes due based on the venue’s billing details.
• Every payment generates a VAT invoice, which you can download from the dashboard.
• There is no free trial: the Zero plan is there for trying Muvo out.
• Subscriptions renew automatically at the end of each period (month or year) until cancelled.
• You can cancel Premium at any time from the dashboard. Cancellation takes effect at the end of the period already paid for, and the venue moves to Zero. The unused part of the current period is not refunded.
• Downgrading never deletes or unpublishes content. Anything above the new plan’s limits stays as it is, but you cannot create more until you are back under the limit.
• If a payment fails, Stripe retries it and the dashboard shows a warning. If it is still unpaid after 14 days, the venue goes back to Zero. We never suspend a venue for non-payment.

Pending legal review: To be completed by legal counsel: refund policy for credit packs and code packs, if any exceptions are to be allowed

07Code-protected audio guidesLink to this section: Code-protected audio guides

A venue can require a 6-digit code to listen to its audio guides. Codes are bought in packs (or included in the plan, depending on the plan) and handed to visitors on paper or however the venue chooses.

• Each code gives a time-limited pass (2 hours by default) and works on 2 phones at most.
• An unused code expires 12 months after purchase. Unused codes are not refunded.
• The venue decides whether to give codes away or include them in its admission ticket. That relationship with the visitor is the venue’s, not Muvo’s.

The rules for visitors are set out in the visitor purchase terms.

08Acceptable useLink to this section: Acceptable use

The venue agrees to use Muvo lawfully and, in particular, not to publish or process:

• unlawful, defamatory, discriminatory or violent content, or content that incites hatred;
• texts, images, videos, music or recordings it does not own or hold a sufficient licence for;
• generated voices that imitate a specific real person, or recordings of others without their permission;
• children’s voices, images or data without consent from their parents or guardians;
• unnecessary personal data and, in any event, special categories of data, unless it has a legal basis to do so;
• misleading content that impersonates another organisation.

Nor may the venue try to access other venues’ data, get around plan limits or the credit system, resell the service without an agreement with Muvo, or use it in any way that harms the platform or other users.

09Your contentLink to this section: Your content

The venue keeps all its rights to the texts, audio, images and other material it uploads or creates with Muvo, including AI-generated audio and translations based on its texts, to the extent the law allows.

So that we can provide the service, the venue grants Muvo a non-exclusive, royalty-free, worldwide licence, limited to the term of the contract, to host, copy, process (for example, send text to the AI providers), reformat and display that content in the player and the dashboard. Muvo will not use the content for any other purpose without the venue’s permission.

The venue is solely responsible for its content and will hold Muvo harmless against any third-party claims relating to it.

If we receive a well-founded notice that content is unlawful or infringes third-party rights, we may unpublish it while the matter is resolved, letting the venue know.

10AI-generated contentLink to this section: AI-generated content

Voices and translations are generated by third-party AI models (Google Gemini and Anthropic Claude). AI can get things wrong: it may mispronounce a name, translate imprecisely or lose a nuance.

The venue must review translations and audio before publishing them and is responsible for what it publishes. Muvo does not guarantee the accuracy of AI-generated output.

The synthetic voices are generic and do not imitate real people. Pending legal review: To be confirmed by legal counsel: transparency obligations under the EU AI Act for synthetic content, and whether visitors should be told that the audio is AI-generated

11Availability and supportLink to this section: Availability and support

We do everything reasonable to keep Muvo available and working well, but we cannot guarantee uninterrupted service: there may be downtime for maintenance, updates or provider failures. We will try to give advance notice of planned downtime.

The Zero plan comes with no availability or response-time commitment. Pending legal review: To be completed: whether Ultra or Premium include a service level agreement (SLA) and on what terms

We aim for the player, the dashboard and the website to meet WCAG 2.2 AA. This is a design goal, not a contractual guarantee that every piece of a venue’s content is accessible, since that also depends on what the venue publishes.

12Muvo’s intellectual propertyLink to this section: Muvo’s intellectual property

The platform, its code, its design, the Muvo brand and its documentation belong to Muvo. These terms grant you no rights over them beyond using the service.

On the Zero plan, the player shows the Muvo brand and the line “Audio guide created with Muvo”. On paid plans the player carries only the venue’s own branding.

Muvo may mention the venue’s name and logo as a customer on its website or in sales presentations, unless the venue objects by writing to us through the contact form.

13Data protectionLink to this section: Data protection

Muvo processes account and billing data as a controller, as described in the privacy policy.

For personal data the venue includes in its content, and usage data processed on its behalf, Muvo acts as a processor under the data processing agreement, which the venue accepts together with these terms.

14Suspension, closure and exportLink to this section: Suspension, closure and export

Suspension. We may suspend a venue or an account for a serious breach of these terms, a risk to the platform’s security, or at the request of a public authority. Except in urgent cases, we will warn you first and give you reasonable time to put things right. Non-payment never leads to suspension, only to a return to Zero.

Closure by the venue. A venue can stop using Muvo whenever it likes. When a venue is closed, its audio guides stop being available and, after a 30-day grace period Pending legal review: confirm period during which it can be restored on request, the venue and all its files are deleted. Invoices are kept in Stripe for the legally required periods.

Export. Before closing, an admin can download the venue’s content and audio from the dashboard. Pending legal review: To be confirmed: scope and format of the available export

Closure by Muvo. If we decide to stop providing the service, we will give at least Pending legal review: To be completed: notice period, e.g. 90 days notice so venues can export their content, and we will refund the unused portion of annual subscriptions paid in advance.

15LiabilityLink to this section: Liability

Muvo is liable for damage caused by wilful misconduct or gross negligence in breaching these terms. In all other cases, and to the extent permitted by law:

• Muvo is not liable for loss of profits, loss of business or indirect damage;
• Muvo is not liable for content published by venues, or for errors in AI-generated output that a venue published without reviewing it;
• Muvo’s total liability to a venue is capped at Pending legal review: To be completed by legal counsel: liability cap, e.g. the amount paid by the venue in the 12 months before the event.

Pending legal review: To be confirmed by legal counsel: whether professional liability insurance is advisable and should be mentioned

16Changes to these termsLink to this section: Changes to these terms

We may update these terms to reflect changes in the service or the law. For significant changes we will notify admins by email or in the dashboard at least 30 days in advance Pending legal review: confirm period. If the venue does not agree, it can cancel its subscription before the change takes effect; continuing to use Muvo afterwards means accepting it.

17Governing law and jurisdictionLink to this section: Governing law and jurisdiction

These terms are governed by Spanish law.

Any dispute will be heard by the courts of Madrid, and the parties waive any other jurisdiction that might otherwise apply. Pending legal review: To be confirmed by legal counsel: validity of the jurisdiction clause for venues that are consumers or public bodies, and any special public procurement rules

Before going to court, please write to us through the contact form: almost everything can be sorted out by talking.