Services Terms of Service

• By using the Service, you agree to be bound by these Terms. If you do not agree to these Terms, stop using the FACEIO websites, services, widget, library, and APIs immediately.
• Please refer to our Website & Cookie Policy for information about how we collect, use, and disclose information from visitors to the FACEIO websites. You acknowledge that your use of the website is subject to the Website & Cookie Policy.

• FACEIO is a cross-browser, cloud ↗ and on-premises ↗ deployable facial authentication framework. It includes a client-side JavaScript library (fio.js) that integrates seamlessly with websites and web applications that want to offer secure facial recognition experiences to their users.
• Account holders must first create an application in the FACEIO Console ↗. From there, they can install the fio.js Facial Authentication JavaScript library on their websites, review metrics, manage facial indexes, and configure related settings. We provide the Service through a proprietary platform that combines machine learning, facial recognition software, and database systems.
• Depending on your subscription, configuration, jurisdiction, and deployment model, the Service may operate with FACEIO-hosted infrastructure, a customer-selected facial recognition engine, AWS Rekognition configured under the customer's own AWS account, PixLab Insight deployed on-premises, or related identity verification components enabled for a specific application.
• See our Getting Started Guide for an overview of the Service.

• Eligibility: You may use the Service only if you are at least 18 years old, can form a binding contract with FACEIO, and are not barred from using the Service under applicable law.
• Registration & Your Information: To use certain features of the Service, such as creating a FACEIO application for your website, you must create an account with your email address in the FACEIO Console ↗.
• Account, API and Infrastructure Credentials: You are responsible for the confidentiality, configuration, access control, and lawful use of your FACEIO account, application IDs, API keys, webhook endpoints, AWS credentials, AWS region choices, on-premises infrastructure, and any other credentials or systems that you connect to the Service.
• Accuracy of Account Information: You must provide accurate, complete, and current account information and keep that information up to date. If you do not, we may suspend or terminate your account. You agree not to disclose your account password to anyone, and you agree to notify us immediately of any unauthorized use of your account. You are responsible for all activities that occur under your account, whether or not you know about them.
• Changes to Terms or Services: We may make changes to the Service and update the Terms at any time, in our sole discretion. If we do so, we'll let you know either by posting the updated Terms, or through other communications such as email, for material changes. If you continue to use the Service after we have posted updated Terms, you are agreeing to be bound by the updated Terms.

• Definitions: For purposes of these Terms: "Content" means text, graphics, images, audio, video, works of authorship of any kind and information or other materials that are generated, published, posted, or otherwise made available through the Service.
• Our Content Ownership: FACEIO and its licensors exclusively own all right, title and interest in and to the Service including all associated intellectual property rights. You acknowledge that the Service and their Content are protected by copyright, trademark, and other laws of the United States. You agree not to remove, alter or obscure any copyright, trademark, service mark or other proprietary rights notices incorporated in or accompanying the Service and their Content.
• Rights in Content Granted by FACEIO: Subject to your compliance with these Terms, FACEIO grants to you a limited, non-exclusive, non-transferable license, with no right to sub-license, to access and view the Content solely in connection with your permitted use of the Service and solely for your personal and non-commercial purposes.
• Customer Content and Application Data: You retain ownership of content, application data, configuration data, end-user records, and biometric or identity-related data that you or your end users submit through applications you operate, subject to the processing rights needed to provide, secure, maintain, support, and improve the Service.
• Responsibility for Your Implementation: You are responsible for the applications, websites, workflows, disclosures, user interfaces, fallback authentication paths, and access decisions that you build with the Service.

• Customer Role: If you embed FACEIO in your website, web application, mobile web flow, or internal system, you are responsible for determining the purpose and means of your use of facial authentication, biometric verification, identity verification, enrollment, authentication, deletion, retention, access control, and fraud prevention features.
• Your Applications, Users, and Customers: You are solely responsible for your applications, websites, users, customers, administrators, employees, contractors, agents, account settings, API calls, access-control decisions, identity-verification decisions, account recovery flows, support obligations, and any workflow that you build on top of the Service. FACEIO and PixLab | Symisc Systems are not responsible for disputes, complaints, losses, account lockouts, failed access decisions, user communications, operational failures, or legal claims that arise from your product, your users or customers, your configuration, your notices and consent flows, your credentials, your infrastructure, or any misuse, unlawful use, negligent use, unauthorized use, or non-compliant use of the Service by you or anyone acting through your account.
• Required Notices and Consent: You are responsible for providing legally sufficient privacy notices, biometric notices, consent screens, age-gating where required, opt-out or deletion paths where required, and any contractual notices to your users before collecting, processing, comparing, storing, transmitting, or deleting biometric identifiers, biometric information, identity documents, or related personal data.
• No Consentless Biometric Processing: You must not use, embed, configure, or operate the Service in any flow that collects, scans, compares, identifies, verifies, stores, or transmits a person's face, identity document, biometric data, or related identity data without the notices, consent, permissions, lawful basis, and safeguards required by applicable law.
• EU, EEA, UK and Swiss Customer Deployment Requirement: Customers located in, established in, or targeting users in the European Union, European Economic Area, United Kingdom, or Switzerland must use AWS Rekognition as the selected facial recognition engine with their own AWS account, AWS access key, AWS secret key, AWS region, IAM permissions, and AWS contractual notices, or deploy PixLab Insight on-premises inside infrastructure controlled by the customer. The customer is responsible for AWS account setup, AWS terms, cloud region selection, security, logging, deletion instructions, credential rotation, and on-premises hosting controls.
• EU Data Residency and Recognition Engines: For EU, EEA, UK, and Swiss deployments, FACEIO does not choose your AWS region, AWS retention model, AWS transfer mechanism, IAM policy, or on-premises hosting location. You are responsible for configuring AWS Rekognition or PixLab Insight so that biometric processing, logs, backups, support access, deletion, and data residency match your legal and operational requirements.
• Customer Compliance: The Service is a technical framework and does not by itself make your application compliant with GDPR, UK GDPR, Swiss FADP, BIPA, CCPA/CPRA, employment law, financial-services rules, age-verification rules, consumer-protection rules, sector-specific identity requirements, or any other law that may apply to your use case.
• Review and Fallback Decisions: You are responsible for configuring thresholds, retry rules, fallback login methods, support flows, manual review processes, account recovery paths, and human review where required. You should not use the Service as the sole basis for decisions that applicable law requires to be reviewed by a human or supported by additional safeguards.

• No Biometric Enrollment Without Consent: FACEIO is designed so that facial enrollment and authentication are performed through an explicit user-facing flow. You must not configure, embed, or operate the Service in a way that enrolls, verifies, identifies, stores, or transmits a person's face, identity document, biometric data, biometric template, or related identity data without the notices, consent, permissions, lawful basis, and safeguards required by applicable law.
• FACEIO Service Surfaces: The FACEIO website, fio.js facial authentication library, embedded widget, REST API, and Console are service, integration, configuration, and orchestration surfaces. FACEIO does not operate a centralized cross-customer biometric database for surveillance or mass identification, and the Service must not be used as a surveillance tool.
• Selected Recognition Engine: The selected facial recognition engine, such as PixLab Insight, AWS Rekognition configured under a customer's own AWS account, or an approved on-premises deployment, is responsible for the underlying facial template or biometric hash storage used by that customer application. The application owner is responsible for selecting the recognition engine, cloud region, retention model, deletion process, encryption controls, access controls, and any on-premises hosting environment.
• Facial Vectors and Biometric Hashes: Facial templates may be represented by the selected recognition engine as vectors, embeddings, or arrays of floating point values, sometimes described in FACEIO materials as biometric hashes. These values are not raw face photographs and are not intended to be reverse engineered into a human-readable face image, but they may still be biometric data or personal data under applicable law and must be protected accordingly.
• Sandboxed Application Indexes: Each FACEIO application is designed to operate with a separate application index. Application owners are responsible for managing that index, safeguarding any application encryption key they generate, download, store, or use through the FACEIO Console, controlling administrator access, reviewing analytics, and honoring valid user deletion, opt-out, or removal requests.
• Customer Responsibility and Liability: FACEIO and PixLab | Symisc Systems are not responsible for claims, disputes, losses, regulatory findings, user complaints, access disputes, identity disputes, data-subject requests, consent failures, deletion failures, key-management failures, region-selection choices, storage choices, retention choices, or biometric-processing claims that arise from your application, your selected recognition engine, your AWS account, your PixLab Insight deployment, your on-premises infrastructure, your users, your customers, your notices, your consent process, your credentials, your configuration, or any misuse, unlawful use, negligent use, unauthorized use, or non-compliant use of the Service.

We incorporate privacy and security controls into FACEIO by design, including consent-oriented enrollment flows, application-level separation, and deletion-oriented workflows. For more information about FACEIO privacy practices and compliance resources, visit the FACEIO Trust Center.

• Data Protection Roles: Depending on your deployment model and configuration, you may be the controller, business, or equivalent party for end-user personal data and biometric data. FACEIO may act as a processor, service provider, software provider, or infrastructure component only to the extent reflected in the applicable configuration and written agreement.
• Data Processing Addendum: If GDPR, UK GDPR, Swiss FADP, or similar laws apply and FACEIO acts as a processor, processing must be governed by a Data Processing Addendum or other written data processing terms before production use. You are responsible for your lawful basis, transfer assessment, records of processing, privacy notices, consent logs, and data-subject request workflow.
• Healthcare and HIPAA: The cloud Service is not represented to be HIPAA compliant. We do not provide a Business Associate Agreement unless one is expressly agreed in writing and executed by authorized representatives. Do not submit protected health information or use the Service for regulated healthcare workflows unless you have the required written agreement and an approved configuration. For strict healthcare, data residency, or isolation requirements, an on-premises deployment is recommended, but you remain responsible for compliance and operations.
• Automated Decisions and User Safeguards: You must not use the Service for access-control, identity-verification, fraud-prevention, employment, financial, age-verification, or similar decisions unless you comply with applicable law and provide required notices, consent or lawful basis, transparency, fallback paths, support channels, and human review where required.

• Use, display, mirror or frame the Service or any individual element within the Service, FACEIO's name, any FACEIO trademark, logo or other proprietary information, or the layout and design of any page or form contained on a page, without FACEIO's express written consent.
• Access, tamper with, or use non-public areas of the Service, FACEIO's computer systems, or the technical delivery systems of FACEIO's providers.
• Attempt to probe, scan or test the vulnerability of any FACEIO system or network or breach any security or authentication measures.
• Avoid, bypass, remove, deactivate, impair or otherwise circumvent any technological measure implemented by FACEIO or any of FACEIO's providers or any other third party (including another user) to protect the Site or its Content.
• Use any meta tags or other hidden text or meta-data utilizing a FACEIO trademark, logo URL or product name without FACEIO's express written consent.
• Use the Service, its Content, or any portion of either for any commercial purpose, for the benefit of any third party, or in any manner not permitted by these Terms.
• Forge any TCP/IP packet header or any part of the header information in any email or newsgroup posting, or in any way use the Service or Content to send altered, deceptive or false source-identifying information.
• Attempt to decipher, decompile, disassemble or reverse engineer any of the software used to provide the Service or Content.
• Collect or store any personally identifiable information from the Service from other users of the Service without their express permission.
• Use the Service for covert surveillance, undisclosed biometric enrollment, unlawful identity verification, unauthorized employee or consumer monitoring, scraping, mass identification, or any biometric processing that lacks the notices, permissions, safeguards, or lawful basis required by applicable law.
• Use the Service to build, test, or deploy spoofing, presentation attacks, credential stuffing, account takeover, synthetic identity, fraud automation, or other systems designed to bypass authentication, liveness detection, identity verification, or access-control safeguards.
• Violate any applicable law or regulation, or encourage or enable any other person to engage in prohibited conduct.

We are not obligated to monitor access to or use of the Service, but we may do so to ensure compliance with these Terms and applicable law. We reserve the right, but are not obligated, to remove or disable access to Content at any time and without notice. We may investigate violations of these Terms or conduct that affects the Service, and we may cooperate with law enforcement authorities where appropriate.

• Third-Party Services: The Service may integrate with or depend on third-party services, infrastructure, browsers, devices, networks, cloud providers, payment processors, identity document scanning components, or customer-selected recognition engines. We are not responsible for third-party failures, outages, policy changes, security incidents, data handling, or compliance obligations attributable to third parties or services controlled by you.
• Service Availability: We do not guarantee uninterrupted availability unless a specific service level commitment is expressly stated in your plan, order form, or written agreement. The Service may be subject to maintenance, upgrades, throttling, outages, browser/device limitations, network conditions, cloud provider issues, or intermittent failures.
• Support Scope: Support levels, response times, implementation assistance, custom work, acceptance criteria, and any service level commitments apply only if expressly stated in your subscribed plan, order form, statement of work, or written agreement. You remain responsible for your application support, user support, account recovery, and incident response procedures.

We make no warranty that the Service will meet your requirements or be available on an uninterrupted, secure, or error-free basis. We make no warranty regarding the quality, accuracy, timeliness, truthfulness, completeness or reliability of any of its Content.

Facial authentication, face recognition, biometric verification, liveness detection, and ID verification features are probabilistic security tools. FACEIO, PixLab | Symisc Systems, and any service provider or engine used with the Service do not warrant that every enrollment, authentication, liveness decision, face match, document scan, fraud signal, webhook event, or identity verification result will be accurate, complete, uninterrupted, or free from false acceptance, false rejection, spoofing attempts, presentation attacks, network failures, device limitations, browser restrictions, third-party service interruptions, or customer configuration errors.

• Pricing Context: Certain aspects of the Service may be provided for a fee or other monthly recurring charges. If you elect to use paid aspects of the Service, you agree to the pricing and payment terms, as we may update them from time to time. FACEIO may add new services for additional fees and charges, or amend fees and charges for existing services, at any time in its sole discretion. Any change to our pricing or payment terms will become effective in the billing cycle after notice of the change is provided to you under this Agreement.
• Merchant of Record: Our order process is handled by our online reseller Paddle. Paddle.com ↗ is the merchant of record for paid orders and handles payment-related customer service inquiries and returns.
• Payment Processing: FACEIO does not store your full payment card details. Subscription and billing are handled by our merchant of record (MoR), Paddle ↗, which handles payment processing and related compliance obligations. All information that you provide in connection with a purchase, subscription, or other paid transaction with the Service must be accurate, complete, and current. You agree to pay all charges incurred through your credit card, debit card, or other payment method at the prices in effect when the charges are incurred. You are responsible for any applicable taxes related to purchases, subscriptions, or other paid transactions.

• We offer a full money-back guarantee for all FACEIO Paid Plans. If you are not satisfied with the plan you subscribed to, you may request a refund. You are eligible for a full reimbursement within 14 calendar days of purchase. After the 14-day period, you are no longer eligible for a refund.
• We encourage customers to use the first two weeks, including any available free trial period ↗, to confirm that the selected plan meets their needs.
• If FACEIO suspends or terminates your account or this Agreement, you will not receive a refund or exchange for any FACEIO property, unused subscription time, license or subscription fees, account content, account data, or any other item, except where required by applicable law.

• Enterprise deployments, on-premises deployments, PixLab Insight deployments, custom work, private infrastructure, dedicated support, or special compliance requirements may require separate agreements, statements of work, support terms, acceptance criteria, or security documentation.
• Unless expressly agreed otherwise in writing, you are responsible for your infrastructure, network, hosting environment, backups, monitoring, logging, access control, disaster recovery, credential rotation, operational procedures, audit controls, and security configuration.
• We may provide software, documentation, configuration guidance, and technical support, but we do not guarantee that your environment, AWS account, PixLab Insight deployment, policies, controls, or workflows will satisfy any legal, regulatory, industry, procurement, insurance, or audit standard.

• Intended Use of the FACEIO Service: While we aim for the Site and Service to be highly reliable and available, we do not guarantee 100% availability. The Service may experience occasional interruptions or failures for reasons beyond FACEIO's control, including Wi-Fi intermittency, service provider uptime, mobile notifications, carriers, and other network or infrastructure conditions. You acknowledge these limitations and agree that FACEIO is not responsible for any damages allegedly caused by the failure or delay of the Service.
• Limitations: Neither FACEIO nor PixLab | Symisc Systems nor any other party involved in creating, or delivering the Service will be liable for any incidental, special, exemplary or consequential damages, or damages for lost profits, lost revenues, lost savings, lost business opportunity, loss of data or goodwill, service interruption, computer damage or system failure or the cost of substitute services of any kind arising out of or in connection with these Terms or from the use of or inability to use the Service, whether based on warranty, contract, tort (including negligence), product liability or any other legal theory, and whether or not FACEIO has been informed of the possibility of such damage, even if a limited remedy set forth herein is found to have failed of its essential purpose. Some jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, so the above limitation may not apply to you.
• Customer Configuration and Third-Party Services: To the maximum extent permitted by law, FACEIO and PixLab | Symisc Systems will not be responsible for claims, losses, damages, regulatory findings, user complaints, failed account access, fraud losses, wrongful access decisions, misidentification, spoofing attempts, biometric notices, consent failures, AWS account configuration, AWS Rekognition usage, PixLab Insight on-premises deployment, customer infrastructure, webhook delivery, API credential handling, browser/device limitations, or third-party service interruptions that arise from your application, your users, your configuration, your legal obligations, or services controlled by you or your providers.
• Customer Applications and End-User Claims: To the maximum extent permitted by law, FACEIO and PixLab | Symisc Systems will not be liable for claims, losses, complaints, investigations, penalties, access disputes, identity disputes, account lockouts, customer-support disputes, consumer claims, employee claims, or end-user claims arising from your application, your business, your customers, your end users, your notices, your consent process, your authentication or verification rules, your account-recovery process, your data-retention choices, your API usage, or any misuse, unlawful use, negligent use, unauthorized use, or non-compliant use of the Service by you or anyone acting through your account, credentials, infrastructure, or application.
• Biometric, Integration, and Compliance Losses: To the maximum extent permitted by law, we will not be liable for damages arising from misidentification, failed authentication, false acceptance, false rejection, spoofing attacks, presentation attacks, user error, device limitations, integration error, API misuse, webhook handling, network failures, third-party failures, AWS or on-premises misconfiguration, or regulatory non-compliance caused by your implementation or use.
• Aggregate Liability Cap: To the maximum extent permitted by law, our total aggregate liability for all claims arising out of or relating to the Service or these Terms will not exceed the amount paid by you to us for the Service in the three (3) months immediately preceding the event giving rise to the claim. Where a jurisdiction does not allow a limitation, liability is limited to the maximum extent permitted by law.

You will indemnify, defend, and hold harmless FACEIO, PixLab | Symisc Systems, and their officers, directors, employees, and agents from and against any claims, disputes, demands, liabilities, damages, losses, costs, and expenses, including reasonable legal and accounting fees, arising out of or connected with your access to or use of the Service or your violation of these Terms.

This indemnity includes claims related to your applications, customer data, end-user data, biometric identifiers, biometric information, identity documents, notices, consent flows, deletion or retention decisions, unlawful or unauthorized use, AWS Rekognition configuration, PixLab Insight on-premises deployment, third-party providers, webhook processing, API credential handling, security incidents caused by your systems, and any allegation that your use of the Service violates privacy, biometric, consumer-protection, employment, financial-services, age-verification, or identity-verification laws.

This Agreement is governed by and construed under the laws of Malaysia, without regard to conflict-of-law principles. The parties agree that any dispute or litigation arising in whole or in part under these Terms may, at the option of the Corporation, be litigated in a court of competent jurisdiction in Tunisia, and each party consents to that jurisdiction and venue.

• Termination: You may stop using the Service at any time. We may suspend or terminate your access immediately if you breach these Terms, fail to pay, create a security or legal risk, misuse the Service, or use the Service in a way that may expose FACEIO, PixLab | Symisc Systems, our providers, or other users to liability.
• Effect of Termination: Upon termination, your license ends and you must stop using the Service. Provisions concerning intellectual property, customer responsibilities, payment obligations, disclaimers, limitation of liability, indemnification, governing law, confidentiality, and any terms that by their nature should survive will survive termination.
• Assignment: You may not assign or transfer these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, corporate reorganization, sale of assets, change of control, or transfer of the Service or related business operations.
• Severability: If any provision is held invalid or unenforceable, the remaining provisions remain in full force and effect, and the invalid or unenforceable provision will be enforced to the maximum extent permitted by law.

• Entire Agreement: These Terms, together with any other document referenced or incorporated herein by reference, constitute the entire and exclusive understanding and agreement between FACEIO and you regarding the Websites and their Content, and these Terms supersede and replace any and all prior oral or written understandings or agreements between FACEIO and you regarding the Services and Content. If any provision of these Terms is held invalid or unenforceable by an arbitrator or a court of competent jurisdiction, that provision will be enforced to the maximum extent permissible and the other provisions of these Terms will remain in full force and effect. You may not assign or transfer these Terms, by operation of law or otherwise, without FACEIO's prior written consent. Any attempt by you to assign or transfer these Terms, without such consent, will be null. FACEIO may freely assign or transfer these Terms without restriction. Subject to the assignment rules above, these Terms will bind and benefit the parties and their permitted successors and assigns.
• Notices: Any notices or other communications provided by FACEIO under these Terms, including those regarding modifications to these Terms, will be given: (i) via email; or (ii) by posting to the Websites. For notices sent by email, the date of receipt will be deemed the date on which the notice is transmitted.
• Waiver of Rights: FACEIO's failure to enforce any right or provision of these Terms will not be considered a waiver of such right or provision. The waiver of any such right or provision will be effective only if in writing and signed by a duly authorized representative of FACEIO. Except as expressly set forth in these Terms, the exercise by either party of any of its remedies under these Terms will be without prejudice to its other remedies under these Terms or otherwise.

Use the appropriate channel below to reach the FACEIO Support or Legal team:

We welcome feedback, comments and suggestions for improvements to the Service. You can submit Feedback by opening a new support ticket on the FACEIO Console ↗ or publicly via the Community Forum ↗.

By doing so, you grant to us a non-exclusive, transferable, worldwide, perpetual, irrevocable, fully-paid, royalty-free license, with the right to sub-license, under any and all intellectual property rights that you own or control to use, copy, modify, create derivative works based upon and otherwise exploit the Feedback for any purpose.