Artificial Intelligence (AI) Usage & Transparency Policy

Introduction

By utilizing any of our services that incorporate Artificial Intelligence ("AI") or automated decision-support tools ("AI Tools"), You agree to comply with and be bound by the terms outlined in this AI Usage & Transparency Policy, as part of our comprehensive Terms and Conditions.

This policy explains how and why We use AI, how Your data may be processed within AI systems, and the limits and responsibilities associated with using AI-generated content. Terms defined in our Terms and Conditions retain their meaning within this AI Usage & Transparency Policy.

1 Scope of This Policy

1.1 Relationship with Other Documents

This AI Usage & Transparency Policy forms part of, and should be read together with, Our Terms and Conditions, Privacy Policy and Acceptable Use Policy. In the event of any conflict, the Terms and Conditions shall prevail.

1.2 Services Covered

This policy applies to all services provided by Us that use, or may from time to time use, AI or automated decision-support, including but not limited to:

• AI-assisted customer support and technical assistance;
• AI-powered website and content tools (including, but not limited to, Hippo AI-based quick-site or content generation tools);
• AI-driven fraud, abuse and security analysis;
• Internal AI tools used to improve Our systems, documentation and processes.

2 Where We Use AI

2.1 Customer Support & Technical Assistance

We may use AI systems to assist Our support team by:

• Summarising or categorising support requests;
• Suggesting potential fixes, troubleshooting steps or documentation;
• Helping identify patterns in technical issues.

You may receive AI-enhanced answers via email, ticketing systems or live chat. All account-level changes, billing actions and decisions with contractual effect are reviewed and/or executed by a human member of Our team.

2.2 AI-Powered Website & Content Tools

Certain products or features may offer AI-generated:

• Draft website content, page structures or layout suggestions;
• Blog posts, product descriptions or marketing copy;
• Basic SEO, keyword or meta description suggestions.

These outputs are provided as drafts or suggestions only. You remain entirely responsible for reviewing, editing and approving any AI-generated content before publication or use.

2.3 Fraud, Abuse & Security Detection

We may use AI or advanced analytics to help:

• Detect suspicious sign-ups, abusive traffic or bot activity;
• Identify unusual server behaviour or resource usage;
• Assist in protecting Our infrastructure and other customers from malicious activity.

2.4 Internal Operational & Administrative Use

We may use AI internally to:

• Analyse anonymised usage and performance data;
• Summarise logs, tickets or documentation;
• Assist with forecasting demand and capacity planning;
• Support creation and maintenance of help articles, knowledge base content and internal procedures.

3 Data Handling in AI Systems

3.1 Types of Data Processed

Depending on the specific AI feature in use, the following categories of data may be processed:

• Account and configuration details (for example, hosting plan type, technical settings and resource usage);
• Content You voluntarily provide to AI Tools (for example, text prompts, draft website content or configuration notes);
• Support communications (for example, tickets, chats and emails) where necessary to provide assistance;
• Anonymised or aggregated technical and performance metrics.

3.2 Data Protection & Privacy

We are committed to protecting Your personal data and to complying with applicable data protection laws, including UK GDPR. In particular:

• We do not knowingly use Your personal data to train publicly available AI models;
• Where We use third-party AI providers, they act as processors under appropriate contracts and data processing agreements;
• We take reasonable technical and organisational measures designed to safeguard data processed by AI systems.

3.3 Access to Customer Content

We do not routinely use AI to scan or index the actual content of Your hosted websites or mailboxes, unless:

• It is necessary for security, abuse detection or technical diagnostics; and
• The processing is carried out in accordance with Our Terms and Conditions and Privacy Policy; and
• Where appropriate, We have obtained Your consent or are acting on Your explicit support request.

4 Ownership & Use of AI-Generated Content

4.1 Ownership

Subject to any third-party rights and applicable law, You retain ownership of the content that You create using Our AI Tools, including any text, images or other outputs generated for You. We do not claim ownership of such content, other than the limited rights necessary to host, process and deliver it as part of Our services.

4.2 Your Responsibility for AI-Generated Content

AI-generated content is created automatically based on patterns in data and instructions provided. It may be inaccurate, incomplete, misleading or inappropriate. You are solely responsible for:

• Reviewing all AI-generated content before using or publishing it;
• Ensuring that such content is accurate, lawful and compliant with all applicable regulations;
• Ensuring that any third-party materials or references are used in accordance with copyright and other intellectual property laws;
• Ensuring that AI-generated content complies with Our Acceptable Use Policy.

5 Disclaimers & Limitations Relating to AI

5.1 No Professional Advice

Unless expressly stated otherwise, AI-generated outputs (including, but not limited to, technical suggestions, configuration advice, business or marketing text, legal-style wording or policy drafts) are provided for general informational purposes only and do not constitute professional advice (including, without limitation, legal, financial, accounting, medical or security advice).

You must obtain appropriate professional or specialist advice before acting or refraining from acting on the basis of AI-generated content.

5.2 No Warranties as to Accuracy

AI systems are inherently probabilistic and may sometimes produce incorrect, outdated or misleading information. Accordingly, to the fullest extent permitted by law:

• We make no express or implied warranties that AI-generated content will be accurate, complete, reliable, current or suitable for any particular purpose; and
• Use of AI-generated content is entirely at Your own risk.

5.3 Limitation of Liability for AI Outputs

To the fullest extent permitted by applicable law, We shall not be liable for any loss, damage, claim, cost or expense arising out of or in connection with:

• Your reliance on AI-generated suggestions, text or other outputs without appropriate independent verification; or
• Any decisions, configurations, content, publications or omissions that You make (or fail to make) based on AI-generated content.

Nothing in this policy excludes or limits Our liability where it would be unlawful to do so, including for death or personal injury caused by Our negligence or for fraud or fraudulent misrepresentation.

6 Your Responsibilities When Using Our AI Tools

6.1 Proper Use

When using Our AI Tools, You agree that You will:

• Use them only for lawful purposes and in accordance with this policy, Our Terms and Conditions and Our Acceptable Use Policy;
• Not use AI Tools to generate or disseminate content that is illegal, harmful, defamatory, infringing, misleading or otherwise prohibited;
• Not attempt to misuse, reverse-engineer, interfere with or bypass any safeguards or limitations in Our AI systems;
• Promptly notify Us if You believe an AI Tool has generated content that is inappropriate, harmful or in breach of any law or regulation.

6.2 Human Review Requirement

You acknowledge and agree that:

• AI Tools are intended to support and assist human decision-making, not replace it;
• You must exercise Your own judgement and perform appropriate checks before acting on AI-generated outputs;
• You remain solely responsible for any content You publish, host or distribute through Our services, whether generated by You, an AI Tool or any third party.

7 Third-Party AI Providers

7.1 Use of Third Parties

We may use third-party AI providers to deliver certain features (for example, text generation, translation, summarisation or code suggestions). Where We do so:

• We share only the data reasonably required for the feature to operate;
• Those providers act under appropriate data processing agreements and are required to handle data securely;
• We do not authorise such providers to use Your data to train public or broadly available models, unless clearly disclosed and, where required, agreed by You.

7.2 Provider Changes

We may change AI providers or add new AI features from time to time. Any material changes that affect how Your data is processed will be reflected in this policy or Our Privacy Policy.

8 Automated Decisions

We do not make binding contractual decisions (such as account termination or billing changes) solely on the basis of automated processing or AI. Where AI is used to flag activity for investigation (for example, suspected abuse or fraud), any resulting decisions are reviewed by a human.

9 Changes to This Policy

We may update or amend this AI Usage & Transparency Policy from time to time to reflect changes in technology, law, Our services or Our use of AI. The updated version will be posted on Our website and, where required by law, We will notify You of any material changes.

Your continued use of Our services after any update to this policy constitutes Your acceptance of the updated terms.