Terms of Service
Terms for the Synatra web service, iPhone app, desktop app and Aria.
1. Who provides Synatra
Synatra is provided by Cook Solutions Limited, a company registered in England and Wales under company number 15497284, with its registered office at 43 Queens Square, Bristol, BS1 4QP ("we", "us" or "our"). Contact us at support@synatra.com.
These terms cover the Synatra online service, its mobile and desktop applications, and its AI assistant, Aria. "You" means the person using Synatra or, for a subscription bought on behalf of an organisation, that organisation. Individual users must follow the account, security and acceptable-use requirements that apply to their use.
A separately agreed order form may set your plan, term and charges. A signed agreement takes priority over these terms to the extent of a conflict. An agreed data processing agreement takes priority for our processing of personal data on your behalf. Our Privacy Policy explains personal-data handling; accepting these terms is not consent to every form of processing.
We will make these terms available before you accept them. If you do not agree, do not create an account or continue through an acceptance step. Nothing here removes rights that the law gives you and does not allow us to exclude.
2. Eligibility, accounts and workspace membership
Synatra is intended primarily for business use. You must be at least 18 to hold an account. You must have authority to accept a contract for an organisation if you are acting on its behalf.
Provide accurate account information, keep your sign-in methods secure and tell us promptly if you suspect unauthorised access. Do not share an individual login. Your organisation is responsible for managing its authorised users and removing access when it is no longer needed.
Workspace administrators manage membership, roles and available features. Access to records depends on workspace permissions and sharing settings. Joining a workspace does not mean that every member can see every connected mailbox, conversation or private record. Your employer or another workspace owner may control the workspace and its business records; use a personal workspace for material you are not entitled to put in that organisation's workspace.
3. What the service provides
Synatra provides tools for managing business information, tasks, projects, contacts, communications and connected services. Aria can help retrieve information, produce drafts and carry out supported actions. Availability depends on your plan, enabled features, permissions, device and integrations.
We will provide the service with reasonable care and skill. Unless a separate agreement says otherwise, we do not promise uninterrupted availability, a particular business result or that every feature will be available on every device. We remain responsible for meeting our contractual obligations and applicable statutory standards.
We may make reasonable changes for security, legal compliance, maintenance or product improvement. If we propose a material reduction to a paid service during a committed term, we will give at least 30 days’ notice by email as described in section 15 and a suitable remedy, such as an equivalent feature or the right to end the affected service with a refund for the unused prepaid period.
4. Permission to use Synatra
While your account or subscription is active and you comply with these terms, we grant you a limited, non-exclusive right to access and use the service for your own or your organisation's purposes. We and our licensors retain rights in the software, designs, brands and underlying technology.
You may not resell the service, give unauthorised users access, or copy or modify our software except where we permit it or applicable law allows it. Nothing restricts statutory rights to interoperability or other rights that cannot lawfully be restricted.
5. Your content and business records
You retain your rights in the information and material you upload, connect or create. You must have the rights and lawful authority needed to provide it and instruct us to process it, including any required notices or permissions for other people's information.
You grant us a limited right to host, copy, transmit, display and process that material as needed to operate the service for you, follow your authorised instructions, keep the service secure and meet legal obligations. This includes using necessary service providers under appropriate contractual safeguards. It does not transfer ownership of your content to us.
This licence does not, by itself, authorise us to use private workspace content to train general-purpose AI models. Any proposed separate training use would need its own clear disclosure, lawful basis and any required specific permission. The Privacy Policy must describe the actual treatment of data by us and our AI providers.
Keep appropriate copies of business-critical records and review exports when needed. That responsibility does not remove our own obligations to protect and handle data with reasonable care.
6. Acceptable use
Do not use Synatra or Aria to:
Commit fraud, impersonate others deceptively, harass people, distribute unlawful material or infringe someone else's rights.
Send unlawful marketing, spam or communications without the permissions required by law and the relevant provider.
Access accounts or records without authority, bypass permissions, or conceal the identity or authority behind an action.
Introduce malware, disrupt the service, evade agreed usage limits or extract other customers' data.
Provide recordings or other people's sensitive information without an appropriate lawful basis and any required notices or permissions.
Make decisions with significant legal or similar effects on people solely from unreviewed AI output, or use the service as an emergency or safety-critical system.
Normal use of supported integrations, exports, APIs and authorised automation is permitted within your plan and documented limits.
7. Aria: AI assistance, output and actions
What Aria does
Aria is an AI system, not a person. It may use your instructions, conversation history and permitted workspace information to answer questions, summarise material, prepare content and use supported tools. It may use third-party AI services as explained in the Privacy Policy and the relevant in-product disclosure.
These services include OpenRouter for routing AI requests and Groq for transcription. Underlying model providers and other enabled AI services are described in the Privacy Policy. We use zero-data-retention arrangements for customer inputs and outputs sent to AI providers. This is separate from storing the conversations, transcripts and business records needed to provide your Synatra workspace.
Review output
AI output can be inaccurate, incomplete, outdated or misleading, including apparently convincing references or calculations. Check important facts and review drafts before relying on them or sharing them. Aria does not replace qualified legal, medical, financial or other professional advice. We do not guarantee a particular outcome or the accuracy of every response; this does not excuse us from providing our service with reasonable care and skill.
Authority to act
Aria's authority is limited to your instructions, the permissions you are entitled to exercise, configured automation rules and applicable approval steps. Connecting an account does not grant unlimited authority over it. You are responsible for setting appropriate permissions and ensuring that instructions given on behalf of an organisation are authorised. We are responsible for operating the service in accordance with those limits.
External consequences
Supported actions may change records, create tasks, send communications or affect connected systems. Review recipients, amounts, dates and other important details when approving an action. Some actions cannot be fully reversed after execution. A proposal, draft or pending request is not confirmation of completion; check the reported result and the destination system where the consequence is important.
Ownership of output
As between you and us, you retain your rights in your input. To the extent we acquire assignable intellectual property rights in output produced for you, we assign those rights to you. This does not transfer rights owned by someone else or guarantee that AI output is copyrightable, unique or free of third-party rights. Other users may receive similar output.
Limits and feedback
AI features may have usage or credit limits disclosed for your plan. Aria may decline unsupported or prohibited requests. Report harmful or unexpected output and unintended actions to support@synatra.com, taking care not to expose unnecessary private information in your report.
8. Connected services and recording
Connect only accounts you are authorised to use. You can instruct Synatra to interact with a provider only within the permissions you hold and the scopes you grant. Connected providers have their own terms and may change their interfaces or availability. We will take reasonable steps to address integration problems within our control but cannot control the provider's systems.
Disconnecting a provider prevents further authorised access through that connection; it does not necessarily erase information already imported into Synatra or undo actions already completed. Retention and deletion are explained separately in the Privacy Policy.
If you use recording, transcription or voice features, make sure participants receive any notices and give any permissions required for that recording and its use. Device microphone permission alone is not another person's permission to be recorded.
Audio may be processed and retained where reasonably necessary to provide recording and transcription, retry interrupted processing, investigate support issues and errors, and test or improve the quality, performance, security and reliability of those features. The Privacy Policy explains these purposes and the applicable retention and deletion criteria. Transcripts, summaries and other resulting workspace records have separate retention arrangements.
9. The iPhone app
The mobile app provides access to supported Synatra features. You need a compatible device, supported operating system, a Synatra account and, for most features, an internet connection. Your mobile or internet provider may charge for connectivity.
Install security updates and protect access to your device. Some information may be cached on the device, and notifications may appear on its lock screen depending on your settings. You can manage device permissions and notifications in iOS settings; declining a permission may disable the feature that needs it without changing your rights in unrelated features.
Deleting the app from your device does not, by itself, close your Synatra account, cancel a subscription or delete workspace records. Account closure, cancellation and deletion are separate processes described below and in the Privacy Policy.
For the version distributed through Apple's App Store, Apple's Standard Licensed Application End User License Agreement applies to the app licence unless a valid custom licence is supplied in the store. These terms govern the Synatra service and are not intended to replace or reduce the rights or obligations in that app licence. Apple does not provide the Synatra service; contact support@synatra.com for Synatra support.
Apple's standard licence: https://www.apple.com/legal/internet-services/itunes/dev/stdeula/
10. The desktop app
Synatra Desktop provides access to supported Synatra features on compatible computers. Features and system requirements may differ between macOS, Windows and release versions. A desktop installation does not include additional users, subscriptions or features beyond those available under your account or plan.
Installation and licence
For a desktop app supplied directly by us, the permission in section 4 includes installing and running the app on compatible computers you own or are authorised to use, for your own or your organisation's permitted use. Obtain installers and updates from our official distribution channels. If an app is supplied through an app store, any applicable store licence and purchase terms also apply; Apple's standard app licence does not apply merely because a directly downloaded app runs on a Mac. Open-source components remain subject to their applicable licences.
Computer permissions
The permissions needed depend on the features you use and your operating system. You can manage access in your computer’s privacy settings. Refusing or withdrawing access can prevent the corresponding feature from working; a permission may also be requested during desktop setup or an audio test.
Microphone: voice input, dictation and meeting recording.
macOS Accessibility: dictation shortcuts and pasting transcribed text into the application you are using. Activity tracking can also use accessibility information.
macOS screen and system-audio recording permission: including audio played by other applications in a meeting recording. The meeting recorder processes audio, not screen video.
macOS Automation: where enabled, obtaining browser and application context for activity tracking. Windows uses its native audio and application-access interfaces and does not present all of the same macOS permission prompts.
Files and folders: files you select for transfer and folders you configure for watching. An enabled upload watch folder can automatically upload matching files.
Notifications: optional desktop transfer-status alerts.
Granting an operating-system permission does not authorise unrelated uses of your information. Use recording and activity features only where you have the necessary authority, and provide any required notices to participants or other affected people. Operating-system access is separate from your Synatra workspace permissions.
Dictation and activity tracking
Dictation uses a configured keyboard or mouse shortcut and the clipboard to paste text into the focused application. Check the destination before using it. The app attempts to restore previous clipboard contents after pasting, but restoration is not guaranteed. Clipboard managers and other applications with clipboard access may be able to read the pasted text.
When activity tracking is enabled, it can process application names, window titles, browser titles and addresses, and configured folder-change events to help record work context and time. Task-linked time and an evidence summary may synchronise to your workspace. Manage this feature in its activity controls; disabling microphone access does not disable unrelated activity tracking.
Local information and synchronisation
The app stores preferences, local activity information, cached state and feature-specific working files on your computer. Supported native sign-in storage uses the operating system’s credential store; this does not mean all local application data is encrypted. Protect access to shared or managed computers. Files saved or exported outside the app remain in the location you choose. Do not assume an upload or local change has synchronised until completion is confirmed. Audio processing, retention purposes and deletion criteria are described in section 6 of the Privacy Policy.
Updates and compatibility
The app checks our desktop release service for updates automatically. Choosing to install an available update downloads and installs it and requests an app restart. Save work and stop recording before installing an update. Install necessary security and compatibility updates. An older version may eventually stop connecting to the service; we will give reasonable notice of planned support changes where practicable, subject to urgent security or legal requirements.
Stopping, quitting and removing the app
Closing a desktop window can hide it while the app continues running. Closing the recorder window does not stop a meeting recording: use Stop in the recorder. Use Quit to exit the application. Uninstalling the app does not cancel your subscription, delete your account or server-side workspace records, or erase exported files. Follow the account and deletion processes described in these terms and the Privacy Policy.
Aria’s permissions, human-review requirements and limits in section 7 also apply in the desktop app.
11. Plans, charges and cancellation
Purchasing a subscription
Synatra subscriptions can only be purchased through our website. The iPhone and desktop apps give you access to your account and the features included in your plan; subscriptions are not sold through in-app purchases.
The price, billing period, included usage, taxes, renewal terms and any trial conditions will be disclosed before you commit to a paid plan. We will not treat an undisclosed charge as something you have agreed to pay. A free app download does not itself include a paid workspace subscription.
Cancellation
Subscriptions have a minimum commitment of one month. You can request cancellation at any time through the subscription-management process on our website, or contact support@synatra.com if you need help. Cancellation stops renewal and takes effect at the end of the current paid subscription period once any agreed minimum commitment is complete. You retain access to your plan until cancellation takes effect. Uninstalling an app or leaving a workspace does not itself cancel an organisation’s subscription.
Downgrading your plan
You can request a downgrade through our website. A normal downgrade takes effect after the current commitment to the higher-level plan has ended. You remain responsible for the higher-level plan’s agreed charges for the remainder of that commitment, and the higher-level plan remains available during that period. Requesting a downgrade does not bring forward the end of the commitment or reduce its remaining charges. The lower-level plan and its price apply from the downgrade’s effective date.
Price changes and payment
We will give at least 30 days’ notice of a proposed price increase by email to the email address used to create the account or the registered email addresses of the workspace’s current tenant owners, and allow you to stop renewal before paying the new price. We will not increase a fixed price during an already committed paid term unless you agree.
If payment is overdue, we will normally notify the paying customer and provide a reasonable opportunity to resolve it before restricting paid features. We will explain the available remedies if we fail to supply the service as agreed. These terms do not impose a blanket no-refunds rule or waive any statutory cooling-off period.
Your legal rights
These normal cancellation and downgrade arrangements do not prevent you from exercising a statutory cooling-off right or a right to end the service or receive a refund because we have failed to provide it as required by law. Where such a right applies, the relevant legal rules determine any amount payable or refundable.
12. Privacy and confidentiality
Our Privacy Policy describes the personal data we handle, why we handle it, who receives it, how long it is kept and how people can exercise their rights. Device permission, workspace membership, acceptance of these terms and permission to share data with an AI provider are distinct matters.
We use Cloudflare, Microsoft Azure and Convex for hosting and infrastructure, and services including Sentry and Axiom to diagnose errors, monitor service performance and reliability, investigate problems and improve the service for users. The Privacy Policy explains the information processed for these purposes and the applicable retention and safeguards. Using these providers does not remove our responsibilities under these terms.
Where we process workspace personal data on an organisation's instructions, the applicable data processing agreement sets out the parties' responsibilities. We may act separately as a controller for purposes such as account administration and our own legal obligations, as described in the Privacy Policy. The role depends on the processing, not simply the fact that information is stored in Synatra.
Each party will protect the other's confidential information, use it only for the agreed service or another authorised purpose, and disclose it only to people or providers who need it and are subject to appropriate duties, or where disclosure is required by law. These duties do not cover information that is lawfully public or independently obtained without a confidentiality obligation.
13. Suspension, closure and data export
We may restrict access where reasonably necessary to address a material breach, unauthorised access, a serious security risk, non-payment after notice, or a legal requirement. We will act proportionately and explain the reason and any remedy unless doing so is unlawful or would compromise security. Where practicable, we will give notice and an opportunity to correct the problem before suspension or termination.
You can stop using Synatra and request account closure through the available account controls or support. Ending your membership of an organisation's workspace does not automatically delete that organisation's records or terminate its contract.
Exporting before a downgrade or closure
While your paid plan is active, you can use the export features currently available in individual areas of Synatra, subject to your permissions and the record types supported by each feature. Export and check the information you need before your downgrade to Free takes effect or your workspace is closed. Your higher-level plan remains available until the end of its agreed commitment, as explained in section 11.
Free plans do not include the service’s export features. Individual exports cover the information supported by that feature and may not include every item in a workspace. There is no standard 30-day self-service export window after closure. Contact support@synatra.com before closure if you need help with the available exports.
Downgrading to Free and closing or deleting a workspace are separate actions. Personal-data deletion, backups and legally required retention follow the applicable Privacy Policy and data processing agreement.
Personal-data rights
These plan limits do not restrict statutory rights to access personal data or receive it in a portable format where those rights apply. You can make such a request through support@synatra.com without buying or upgrading a subscription. We normally handle these requests free of charge, subject to any exception permitted by law.
Terms that are intended to continue after closure, including accrued payment obligations, confidentiality and applicable liability provisions, continue to apply.
14. Responsibility and liability
We are responsible for loss caused by our breach of these terms or failure to use reasonable care and skill, subject to the lawful limits below. You remain responsible for your own unlawful conduct and instructions that you give without authority. We do not make you responsible for every service failure merely because AI or an integration was involved.
Business customers
Subject to the liabilities that cannot lawfully be limited below, our total aggregate liability to a business customer arising out of or in connection with the service will not exceed the charges paid or payable for the affected service in the 12 months before the first event giving rise to the claim. There is no minimum monetary amount for this cap. Subject to those exceptions and to what is reasonable and enforceable, neither party is liable to the other for indirect or consequential loss.
Consumers
The business cap and business exclusions above do not apply to you when you are acting as a consumer. We are responsible for foreseeable loss or damage caused by our breach or negligence. Your statutory rights concerning the quality, description and supply of digital content and services, remedies and damage to your device or other digital content are preserved.
Liabilities that remain
Nothing here excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or anything else the law does not permit us to exclude or limit. These contractual limits do not remove a person's statutory data-protection rights.
15. Changes, complaints and governing law
We may amend these terms for identified legal, security or operational reasons or to reflect changes to the service. We will give at least 30 days’ notice before changes to these terms take effect, explain their effect, and send that notice by email to the email address used to create the account or the registered email addresses of the workspace’s current tenant owners. Keep your account contact details and tenant ownership records up to date. Changes will not retrospectively remove accrued rights. Where a change materially disadvantages a paying customer during an existing committed term, we will offer a reasonable opportunity to end the affected service and receive any appropriate refund for the unused prepaid period. Where law requires express agreement, continued use is not a substitute for it.
Please contact support@synatra.com first if you have a complaint so we can try to resolve it. These terms are governed by the law of England and Wales. Business disputes are subject to the courts of England and Wales. Consumers retain any mandatory protection and right to bring proceedings in their home courts that applicable law provides.
If a term cannot be enforced, the remaining terms continue to apply where possible. A failure to enforce a term immediately does not waive it. These terms and any applicable signed agreement set out the service contract; they do not exclude liability for fraud, mandatory pre-contract information or other representations that the law protects.
Contact: support@synatra.com.