Terms of service

These terms apply when an organisation books SIM.AI services from us. They are business-to-business terms. They do not apply to guests who listen to a session on their phones; the organiser who booked us is our client.

Please read the section on the limits of AI output with particular care.

About these terms

Who we are

The services are provided by SIM TRANS LEGAL TRANSLATION - L.L.C - O.P.C, a company registered in the United Arab Emirates under economic licence CN-2945088 issued by the Abu Dhabi Department of Economic Development, with its registered address at Office 23, Floor 29, Shining Towers, Mubarak Bin Mohammed Street, Al Khalidiyah, Abu Dhabi, United Arab Emirates, trading as Sim Trans Translation Services (“Sim Trans”, “we”, “us”). SIM.AI is our AI solutions division.

Words we use

Client or you: the organisation that places an order with us.
Order: a quote, proposal or order form that you accept, setting out the services, event details and fees.
Services: the SIM.AI services described in the Order.
Event: the event, meeting or session for which you order the services.
Guests: the people who listen to or read the interpretations and captions at your Event.
Client Content: everything you or your speakers provide or that is spoken at the Event and processed by us, including the venue audio feed, glossaries, documents and speaker names.
Outputs: the interpretations, captions, transcripts, recordings, subtitle files and usage reports we produce from Client Content for you.
Platform: our software, systems, attendee pages, configuration, voices and know-how used to provide the services.
Data Processing Agreement or DPA: our data processing agreement for the services.

What makes up the agreement

The agreement between us is made up of the Order, the DPA, these terms and our acceptable use policy. If they conflict, they apply in that order of priority, unless the Order expressly says otherwise.

Any terms in your purchase order or other documents do not apply unless we agree to them in writing.

The services

What SIM.AI includes

Depending on the Order, the services may include:

AI interpretation: live machine interpretation of speech from your venue audio feed into the languages you choose, delivered to Guests’ own phones as audio;
Live captions: captions in the original language and in the chosen languages, on Guests’ phones and, where ordered, on screen;
Glossary and Precision mode: applying your terminology and, in Precision mode, enforcing terminology and pronunciation;
Records: recordings of each language channel, transcripts per language, subtitle files and a usage report;
On-site support: set-up at the venue, connection to the venue audio system, and live monitoring of every language channel by our team throughout each session;
Event toolkit: a branded attendee page, event cards and QR codes.

Our how it works page and solutions pages describe these services in more detail.

Human interpreters and equipment

Certified human interpreters, interpretation booths, receivers and other equipment are available from Sim Trans under a separate quote. Where we provide them, the separate quote and any terms it refers to apply to them.

Features not yet available

Features described on our website as “coming soon” are not part of the services unless the Order expressly includes them.

Changes to the platform

We may improve or change the Platform, including the providers we use, as long as the change does not materially reduce the services you have ordered.

Quotes and orders

Quotes are valid for the period stated on the quote.
An Order becomes binding when you accept it in writing, for example by signing it, issuing a matching purchase order or confirming by email, and paying any deposit the Order requires.
If you change the Event details after the Order is accepted, such as the date, duration, number of sessions, languages or venue, we will tell you whether the change affects the fees and timings. The change applies once we both agree to it.
Adding a language during a live session is possible where the Order allows it, and may be charged as the Order sets out.

What we will do

We will:

provide the services with reasonable skill and care, in line with the Order;
agree the technical set-up with you and your venue before the Event;
arrive in good time to set up, where on-site support is ordered;
monitor every language channel live throughout each session;
deliver the records you ordered within the time stated in the Order;
keep Client Content confidential and protect it as these terms and the DPA require.

What we need from you

The quality of AI interpretation depends heavily on the conditions at the Event. You are responsible for:

Venue audio feed: providing a clean audio feed from the venue sound desk, and making sure speakers use microphones. A room microphone or a poor feed will reduce quality.
Venue access and power: giving our team access to the venue in good time, a suitable position for our equipment and a power supply.
Internet connection: providing a stable internet connection for our equipment that meets the technical requirements we give you before the Event.
Guest connectivity: making sure Guests can connect, through mobile signal or venue Wi-Fi, and know they need a phone and earbuds, or can read captions.
Consent and notices: having a lawful basis for the processing and recording of speech at your Event, obtaining any consent required from speakers, and giving speakers and Guests the notices the law requires, including that the interpretation is machine-generated and, where applicable, that sessions are recorded.
Lawful content: making sure Client Content is lawful and that you have the rights needed for us to process it.
Glossary accuracy: supplying glossaries, names and terms that are accurate and complete, by the date agreed in the Order or, if none is agreed, three working days before the Event.
Accurate information: giving us accurate information about the Event, languages, timings and venue.
Acceptable use: following our acceptable use policy and making sure your staff and speakers do too.

If you do not meet these responsibilities, we are not responsible for any resulting failure or reduction in quality, and any extra time or cost may be charged.

The limits of AI output

Machine interpretation is useful and fast, but it is not perfect. By ordering the services, you acknowledge that:

Outputs can contain errors. This is more likely with names, heavy accents, poor audio, overlapping speakers, humour, idiom and highly specialised terms. A glossary and Precision mode reduce errors but do not remove them.
Outputs follow the speaker with a short delay, usually a few seconds behind the speaker.
The services are not suitable as the sole means of communication for legally binding proceedings, medical consent or clinical information, sensitive negotiations, VIP protocol, or any other situation where an error could cause serious harm. For these, use certified human interpreters, which Sim Trans provides, or a hybrid set-up.
Outputs are not certified translations and are not a verbatim or official record unless reviewed and certified separately.
You should review Outputs before relying on them, publishing them or using them to make decisions.

Our responsible AI statement explains how we use AI and how we reduce errors. Our comparison of AI and human interpretation can help you choose.

Confidentiality

Each of us will keep the other’s confidential information confidential, use it only for the purposes of the agreement, and share it only with people who need it for those purposes and who are bound by similar confidentiality duties.

Confidential information includes Client Content, Outputs, our pricing and the non-public parts of the Platform. It does not include information that is or becomes public through no fault of the receiving party, was already lawfully known to it, is independently developed, or is lawfully received from someone else without a duty of confidence.

Either of us may disclose confidential information where the law, a court or a regulator requires, giving the other notice where the law allows.

These duties continue for five years after the agreement ends, and for as long as any trade secret remains a trade secret.

Data protection

For personal data in Client Content and Outputs, you are the controller and we are your processor. The DPA forms part of the agreement and sets out the details. In summary, we will:

process personal data only on your documented instructions, including these terms and the Order;
make sure our team and providers are bound by confidentiality;
keep appropriate technical and organisational security measures in place;
use sub-processors only under written contracts with data protection terms, give you the current list of sub-processors on request, and give you notice of changes so you can object;
process data in the EU region by default, or in the UAE on request, and protect any international transfer with appropriate safeguards;
help you respond to requests from individuals and meet your own legal obligations, as the DPA sets out;
tell you without undue delay after becoming aware of a personal data breach affecting your data;
keep Client Content and Outputs for as long as you instruct, delete them on request, and delete or return them at the end of the agreement as the DPA sets out.

You are responsible for having a lawful basis for the processing, for giving notices and obtaining consents from speakers and Guests, and for your instructions to us being lawful.

Our privacy policy explains how we handle personal data as a controller, and our sub-processors page lists the categories of providers we use.

Intellectual property

Your content and Outputs: as between you and us, you own your Client Content and the Outputs. You give us a non-exclusive licence to use Client Content only to provide the services. Where we hold any rights in the Outputs, we assign them to you once the fees for the relevant Order are paid.
Our Platform: we and our licensors own the Platform and all rights in it, including improvements. Nothing in the agreement transfers any rights in the Platform to you. You may use the Platform only as part of the services.
Feedback: if you give us suggestions or feedback, we may use them freely to improve our services, without using your confidential information.
Names and logos: we will not use your name or logo in our marketing without your written permission.

Fees and payment

Fees are set out in the Order. Unless the Order says otherwise, they are in UAE dirhams (AED) and exclude VAT and other taxes, which we add at the applicable rate.
We may ask for the deposit stated in the Order when you accept it.
Invoices are payable within the period stated on the invoice, by the payment method on the invoice.
Sessions that run beyond the booked hours, extra languages, extra sessions and travel outside Dubai and Abu Dhabi may be charged at the rates in the Order or, if none are stated, at our standard rates.
If you do not pay on time, we may, after giving you notice, suspend the services until payment is made.
If you dispute an invoice in good faith, tell us within 14 days of the invoice date and pay the undisputed part on time.

Cancellation and rescheduling

If you cancel an Order after accepting it, the cancellation charges set out in the Order apply. They depend on how close to the Event you cancel.

Cancellation must be in writing. It takes effect on the day we receive it.
Third-party costs we have already committed to for your Event, such as travel, accommodation and equipment hire, are payable in addition, as long as we cannot recover them.
If you ask to reschedule, we will move the Order to the new date where we can, subject to availability. Any change in fees is set out in a revised Order.
If we have to cancel for a reason within our control, we will refund any fees you have paid for the cancelled services.

Warranties and disclaimer

Each of us confirms that it has the authority to enter into the agreement.

We warrant that we will provide the services with reasonable skill and care. If the services do not meet this standard and you tell us promptly, we will, at our choice, re-perform the affected part where possible or refund the fees for it.

Except as these terms state, and to the extent the law allows, we give no other warranties, express or implied. In particular, we do not warrant that Outputs will be error-free, complete or suitable for any particular purpose, or that the services will be uninterrupted when they depend on the venue, the internet, mobile networks or Guests’ devices.

Liability

What we do not limit

Nothing in the agreement limits or excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited or excluded by law.

What we are not liable for

To the extent the law allows, we are not liable for:

indirect, special or consequential loss;
loss of profit, revenue, business, contracts, goodwill or anticipated savings;
loss or corruption of data, except to the extent caused by our breach of our data protection obligations;
loss caused by the venue audio feed, power, internet connection, mobile networks, Guests’ devices or anything else under your or a third party’s control;
loss caused by Client Content or glossaries that are inaccurate, incomplete or unlawful;
loss arising from relying on Outputs as the sole means of communication, or without human review, in the situations described in the limits of AI output.

Our total liability

Subject to the paragraphs above, our total liability arising out of or in connection with the agreement, whether in contract, tort (including negligence) or otherwise, is limited to the total fees paid or payable under the Order that gave rise to the claim.

Your responsibility for claims

You will compensate us for losses, costs and reasonable legal fees we incur because of a claim by a third party that arises from Client Content, from your failure to obtain required consents or give required notices, or from a breach of the acceptable use policy by you, your staff or your speakers.

Suspension

We may suspend all or part of the services, including during a live session, if:

the services are being used in breach of the acceptable use policy or the law;
there is a security risk to the Platform, our other clients or Guests;
invoices are overdue and you have not paid after we have given you notice; or
a court, regulator or authority requires it.

Where practicable, we will tell you first and give you a chance to resolve the issue. We will restore the services as soon as the reason for suspension is resolved.

Term and termination

The agreement starts when the Order becomes binding. It continues until the services are delivered and any agreed retention of Outputs has ended, or until the end of the term stated in the Order.
Either of us may end the agreement by written notice if the other commits a material breach and does not remedy it within 30 days of being asked to, or becomes insolvent or stops doing business.
When the agreement ends, you will pay for services delivered and any cancellation charges that apply, and we will delete or return Client Content and Outputs as the DPA sets out.
Sections that by their nature should continue after the agreement ends will do so, including confidentiality, data protection, intellectual property, liability and governing law.

Events outside our control

Neither of us is liable for a delay or failure caused by events beyond our reasonable control, such as natural events, fire, flood, epidemics, war, unrest, government action, venue closure, power failures, or failures of internet, mobile or cloud networks that are not caused by us.

The affected party will tell the other promptly and do what it reasonably can to reduce the effect. Where an Event cannot go ahead, we will work with you to reschedule. If that is not possible, we will refund fees paid for services not delivered, less costs we have reasonably incurred and cannot recover.

General

Subcontracting: we may use subcontractors and sub-processors to provide the services. We remain responsible for their work.
Transfer: neither of us may transfer the agreement without the other’s written consent, except that we may transfer it to a company in our group or to a successor of our business.
Notices: notices must be in writing. Email notices to us go to ai@sim-trans.com. Notices to you go to the contact details in the Order.
Changes: we may update these terms from time to time. Changes do not affect Orders already accepted unless we both agree in writing.
Entire agreement: the agreement is the whole agreement between us about the services and replaces earlier discussions about them.
Severability: if any part of the agreement is found invalid, the rest continues to apply.
No waiver: a delay in enforcing a right is not a waiver of it.
Language: if we provide these terms in another language, the English version prevails to the extent the law allows.

Governing law and disputes

The agreement is governed by the laws of the United Arab Emirates.

If a dispute arises, we will first try to settle it through good-faith discussion between senior representatives, starting within 14 days of either of us giving notice of the dispute. If it is not settled, it will be subject to the exclusive jurisdiction of the courts of Abu Dhabi.

Contact

Questions about these terms: ai@sim-trans.com or +971 56 685 4225. To discuss an Event, use our contact page.