Terms of Service

1. Who you are contracting with

Multigrid, a sole proprietorship (eenmanszaak) of Jelte Ludeke, registered at Brikzeil 50, 1319 EM Almere, Netherlands, KvK 42115387, VAT NL005505617B30. Contact us through the support form at multigrid.ai/contact.

These terms govern your access to the Multigrid platform. By creating an account or sending a request to our API you accept them on behalf of yourself and any organisation you represent.

If you have signed a separate master services agreement with us, that agreement controls wherever it conflicts with this page.

2. Your account

You are responsible for keeping API keys secret and for all activity under your account. Keys can be scoped and budget-capped in the dashboard, and we strongly recommend doing so for anything shipped to a client.

You must be at least 18 and must not be barred from receiving services under applicable law.

3. Acceptable use

You may not use the platform to break the law, to generate content that sexually exploits minors, to build weapons, to run large-scale disinformation campaigns, or to circumvent a model provider's own usage policy.

Each upstream provider's terms also apply to traffic routed to it. Where they are stricter than ours, theirs govern that request.

4. Fees and billing

Token usage is billed at Multigrid's cost of acquiring that capacity, with no margin added by Multigrid, and is drawn from prepaid credit. Where a model is served through a direct provider contract that cost is the provider's published price; where it is served through an aggregator, that cost includes the aggregator's own fee, and the rate shown in the catalogue is the rate charged in both cases. A percentage fee is charged when credit is purchased, disclosed before payment; traffic routed through your own provider keys carries no such fee. There is no subscription, no platform fee and no per-seat charge.

Unused credits do not expire and are refundable on request. Outside the statutory withdrawal period described in section 5 we may deduct payment processing fees we cannot recover; within it we may not, and do not.

5. Right of withdrawal (consumers)

If you are a consumer in the EU, you have 14 days from purchase to withdraw from a credit top-up without giving a reason.

When you buy credit you tick a box asking us to make it available immediately and confirming you understand what that costs you. That is why the credit works the moment you pay rather than after a two-week wait, and it means the withdrawal right does not cover the part of the credit you go on to spend, which is the law's own trade-off for immediate delivery.

Credit you have not spent stays refundable in full, to the original payment method, with no deduction of any kind, for those 14 days. In practice we go further and refund unspent credit on request at any time, as set out in section 4.

To withdraw, tell us through the support form in the dashboard. You do not need to use a particular form of words, and we will confirm in writing.

Where this section and the refund policy in section 4 differ, whichever is more favourable to you applies.

6. Your data

You retain all rights to the content you send and receive. We process it only to provide the service, as set out in the Privacy Policy and the Data Processing Addendum.

We do not train models on your content and we do not sell it.

7. Availability and support

The gateway is provided as-is and without a service level agreement. We do not commit to an availability percentage, we do not offer service credits, and nobody is on call overnight. Multigrid is operated by one person, and you should size your dependency on it accordingly.

Upstream provider outages are not Multigrid downtime; the platform routes around them where a second provider serves the same model, and the status page reports both separately.

Support is provided through the support form in the dashboard, on a best-effort basis and with no committed response time.

8. Termination and deletion

You may close your account at any time from Dashboard → Settings → Danger zone. Only the account owner can do it, and we ask for your password, your authenticator code if you use one, and your email address typed back, because it cannot be undone.

Closing deletes your personal data immediately rather than within a notice period: your API keys, your stored provider keys, saved conversations and their attachments, batches, presets, webhooks and team memberships all go. If you would rather ask us to do it, the support form works too.

We may suspend an account that breaches these terms, with notice except where an immediate suspension is needed to prevent harm.

Two things deliberately survive. Invoices and payment records are kept for seven years because Dutch tax law requires it, with your name and email removed from them so they can no longer identify you. And unspent credit is refunded rather than forfeited, so while the account holds one cent or more, closing it is blocked and you should ask for the refund first.

Below one cent we do not send you round that loop. A card refund cannot carry a fraction of a cent, and the pre-flight check that reserves credit before each request will never let a residue that small be spent either, so it is money that can be neither returned nor used. Closing writes it off as an adjustment on your ledger, and the closure screen tells you the exact amount before you confirm. If you would rather have it back than written off, say so through the support form and we will find a way.

If we ever stop offering the service, we will tell you by email at the address on your account at least 30 days before it closes, and we will stop selling credit on the day we tell you. Your existing credit stays spendable for the whole of that period, and whatever is left at the end is refunded to the original payment method without you having to ask for it. The one-cent threshold above applies here too, and for the same reason.

Credit bought with cryptocurrency is the one case where we would have to ask you for something first: an on-chain payment has no reverse path, so we would need a wallet address to send the refund to. None of this applies to an account suspended for breach under the paragraph above, and none of it reduces a right you have under law.

9. Liability

To the extent permitted by law, neither party is liable for indirect or consequential loss. Our aggregate liability is capped at the fees you paid in the twelve months preceding the claim.

Model output is probabilistic. You are responsible for reviewing it before relying on it in a decision that affects a person.

10. Governing law and disputes

Dutch law governs these terms and any dispute arising from them, without regard to conflict-of-law rules.

The Dutch courts have jurisdiction. If you are a consumer, this does not deprive you of the protection of the mandatory law of the country you live in, or of your right to bring proceedings in your own local courts.

Talk to us first through the support form. Most disputes are a billing question that takes one message to resolve, and we would rather fix it than argue about it.

11. Changes

We will give 30 days' notice by email before a material change to these terms. Continuing to use the platform after that date constitutes acceptance.

The revision date at the top of each document is the record of when it last changed. All four documents share one date and move together, because the Terms incorporate the Privacy Policy and the Data Processing Addendum and a change to any of them is a change to the agreement.