Terms of Service
These terms apply to the use of cuelinemedia.com, and to work ordered from Cueline Media Limited where no signed agreement is in place.
1. About these terms
- "We" and "us" means Cueline Media Limited, company number PVT-BB16WL8P, registered in Kenya. "You" means the organisation ordering our services, or the person using this website.
- Our services are for businesses and professionals.
- Where your organisation has signed our Transcription and Language Services Agreement or Data Processing Agreement, those documents apply and take priority over these terms.
2. Using this website
- The website gives general information about our services and prices. It may change, and prices are confirmed in each quote.
- The content and design of the website belong to us. Please don't copy them, or use the website in any way that could harm it or other users.
3. Quotes and orders
- You can ask for a quote through the form on our website or by email. We quote by email, and a quote is valid for 30 days.
- Regular or high-volume work may qualify for volume pricing, agreed in writing in a quote.
- An order is confirmed when we accept it in writing. The confirmation states the files, output format, turnaround and fee.
- You can cancel an order at no charge before work starts. After that, you pay for the work already done.
4. How we produce your work
- We use secure processing infrastructure, from approved third-party providers or our own systems, including automated speech recognition for first drafts where you allow it. A trained editor then checks every passage against the recording.
- If your files must not be processed by automated tools, choose our human-only service, and we will type them from scratch.
- If you send us a transcript you already have, we check it against the recording and correct it. If it is too poor to correct, we tell you and quote for a new transcript.
- Only approved, vetted editors and approved providers bound by written agreements handle your files. We never put client files into consumer AI chat tools.
- Genuinely inaudible passages are marked with a timestamp, never guessed.
5. Your responsibilities
- You confirm that you have the right to send us the recordings, and that any notices or consents the law requires from the people recorded have been given or obtained.
- Tell us before you send recordings that contain health information or other sensitive personal data.
- Do not send US patient information (protected health information) until a Business Associate Agreement is signed between us. Do not send information that the law requires to stay in your own country.
- We do not accept pornography or other sexually explicit material made for entertainment, or anything unlawful to possess or share. Recordings that discuss sexual matters for legal, medical, research or journalistic purposes, such as court evidence or clinical interviews, are accepted only if you tell us before sending them and we agree in writing. We may decline any file, or stop work on it and charge only for work already done.
- We do not send refused files back, because you keep your originals; we delete our copies. We never work on material depicting sexual activity involving anyone under 18: we stop work and report it to the police.
6. Confidentiality and data protection
- We keep your files and their content confidential, and use them only to deliver your order.
- We process personal data in your files as your processor, only on your instructions. Our Data Processing Agreement, which includes the EU standard contractual clauses and the UK Addendum where they are needed, forms part of these terms and is available on request.
- Client files are deleted 30 days after delivery, unless you instruct otherwise. Copies may remain in our providers' backups for up to 90 days after deletion, until those backups expire. Our Privacy Policy explains how we handle our own records.
7. Delivery and corrections
- We deliver in the agreed format, within the agreed turnaround.
- You may ask for corrections within 7 days of delivery, and we correct any error in the transcript at no charge.
8. Fees and payment
- Fees are charged per minute of recorded audio or video, at the rates in your quote.
- Recordings with four or more speakers carry an extra US$0.50 per audio minute, unless your quote says otherwise. Strict verbatim and poor recording quality may carry a surcharge, which we quote and agree with you before work begins.
- The minimum charge for an order is US$40, or its equivalent in Kenya shillings, unless your quote says otherwise.
- Invoices are payable within 14 days by bank transfer to the account shown on the invoice. You pay all bank charges, so that we receive the full invoice amount. We may pause work on overdue accounts.
9. Ownership
Your recordings always remain yours. The transcripts, subtitles and translations we produce from them become yours once you have paid. We do not reuse your content for training, marketing or portfolio purposes without your written permission. We keep all rights in our own tools, methods, style guides and know-how, including improvements we make while working for you, but these never include your content. We may use anonymous statistics about our work, such as accuracy and turnaround times, which contain none of your content or personal data.
10. Liability
- Neither of us is liable for indirect or consequential loss.
- Our total liability for all claims is limited to the greater of the fee for the order concerned and the fees you paid us in the 3 months before the event giving rise to the claim.
- Nothing in these terms limits liability that the law does not allow to be limited.
11. Governing law
These terms are governed by the laws of Kenya, and the courts of Kenya have non-exclusive jurisdiction.
12. Contact
Questions about these terms: contact@cuelinemedia.com. Privacy questions: privacy@cuelinemedia.com.