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Terms of service

The agreement between you and Pellio: accounts, plans and billing, your content and how we may use it, what isn’t allowed, AI features and integrations, and what happens if something goes wrong. The privacy policy covers personal data.

Last updated 9 October 2026.

1. The agreement

  • Pellio is run by ScaleMath Ltd, a company registered in England and Wales, 128 City Road, London EC1V 2NX, United Kingdom (VAT number GB417393977), "we" and "us" in these terms. These terms are the agreement between us and you for using pellio.io, the Pellio app, the API, the player and embeds, the WordPress plugin, Pellio Review and our other software ("Pellio").
  • You accept them by creating an account, by using Pellio for a workspace, or by clicking to accept. If you accept for a company or another organisation, you confirm you may bind it, and "you" means that organisation.
  • Our privacy policy explains how we handle personal data, and is part of this agreement. So are the copyright policy and, if you join it, the affiliate program terms. If you have signed an order form or another written agreement with us, it takes priority over these terms where they differ.

2. Accounts and workspaces

  • Pellio is for businesses, organisations and professionals. You must be at least 18 to create an account. Give us accurate details, keep your password and API keys safe, and tell us at support@pellio.io straight away if you think someone has used your account without permission. You are responsible for what happens in your account.
  • Content, plans and settings belong to workspaces. The owners of a workspace control it: they choose its plan, who is in it and what each person can do (owner, admin, member, viewer, or client for outside people using Pellio Review). The organisation behind a workspace is responsible for everyone it lets in, including people with access limited to some folders or projects, and for API keys, connected sites and apps acting for it.
  • People you share with without an account (viewers of your videos, reviewers on a review link) use Pellio under your control: you decide what they can see and do, and you are responsible for how you use what they give you, such as their comments, approvals and form entries.

3. Plans, payments and renewal

  • Prices, what each plan includes and the add-ons are on the pricing page. Prices are in US dollars and exclude VAT and other taxes, which we add where the law requires. Pellio Review is a separate subscription, and AI dubbing is charged per order; both are described on the pricing page and in the app before you buy.
  • Paid plans are billed in advance, monthly or yearly, to the card on file, and renew automatically at the end of each period at the price then in force until you cancel. Upgrades take effect at once and are charged for the rest of the period; downgrades take effect at once and the unused part becomes credit for later invoices.
  • You can cancel at any time in Settings → Billing. Your plan then runs to the end of the period you have paid for and the workspace moves to the Free plan. We don’t refund the rest of a period, or a yearly plan cancelled partway through, except where the law requires it or we decide to in a particular case. If you buy a yearly plan and change your mind within 14 days of your first payment for it, write to support@pellio.io and we will refund that payment.
  • If a payment fails we try again over the following days and tell the owners. If it still fails, we may move the workspace to the Free plan. Free trials (Pellio Review offers one, once per workspace) turn into a paid subscription at the end of the trial unless you cancel before it ends.
  • We may change prices or what a plan includes. We tell workspace owners by email at least 30 days before a price rise affects them; it applies from your next renewal, and you can cancel before then.
  • Complimentary plans and access we give (for example to early customers or partners) can be changed or ended by us with 30 days’ notice, and are not plans you have paid for.

4. Fair use of storage and bandwidth

  • Each plan has a storage allowance; uploads stop when a workspace has used it, and everything already uploaded keeps playing. We email the owners at 80% and 100%.
  • Bandwidth is fair use: we size each plan’s allowance for normal use of a business video host and don’t stop your videos playing because they are popular. If a workspace’s use is far beyond its plan for a sustained period, or looks like using Pellio as a general file host or content delivery network rather than to host and play videos, we will contact the owners to agree a plan that fits. Owners can also set a bandwidth cap that pauses public playback for the rest of the month.
  • Allowances that come with Pellio Review (transcription hours, AI drafts) reset each month and do not carry over. Unused storage, bandwidth and allowances are not refunded.

5. Your content

  • You keep all your rights in the videos, audio, images, documents, captions, text and other material you upload or create in Pellio, and in the data you collect with it (your "content"). We don’t claim ownership of it.
  • You give us a worldwide, non-exclusive, royalty-free licence to use your content only as needed to run Pellio for you: to store it and keep backup copies, process and transcode it into the formats the player needs, make thumbnails, previews, storyboards, audio files, transcripts and captions, play it to the viewers your settings allow, deliver it through the embeds, share links, review links, feeds and packages you create, and send it to the services you direct it to (section 9). The licence ends when your content is deleted from Pellio, except for copies we keep as described in the privacy policy, for the times stated there.
  • We don’t use your content to train AI models, and we don’t sell it or show advertising with it. We look at your content only when you ask us to (in support, for example), when someone reports it, or when the law requires.
  • You promise that you have the rights and permissions needed for your content and for everything you ask Pellio to do with it: from the people who appear in it, the owners of music, footage and other material in it, and the people whose personal data it contains.

6. Personal data you handle with Pellio

  • When you use Pellio to collect or process personal data about your viewers, learners, leads, reviewers or clients, you are the controller and we are your processor. We process that data only to provide Pellio and on your documented instructions (your use of Pellio and its settings is that instruction), keep it confidential, protect it with appropriate security, use the sub-processors listed in the privacy policy (telling you before we add one, so you can object), help you answer requests from the people it concerns and meet your security and breach duties, tell you without undue delay about a personal data breach affecting it, delete it when you delete it or close your account (subject to the backups described in the privacy policy), and give you the information needed to show we meet these duties. Write to us for a separate data processing agreement if your organisation needs one.
  • You are responsible for having a lawful basis for the data you collect with Pellio, for telling your viewers about it (in your own privacy policy) and for the settings you choose, such as identifying viewers by name or email, lead forms and connected CRMs.

7. Acceptable use

  • Don’t use Pellio to upload, share or promote: content that sexually exploits or endangers children (we report it to the authorities); content that promotes terrorism or violent extremism; content that infringes someone else’s copyright, trademark, privacy or other rights; pornography or sexually explicit content; content that harasses, threatens, incites violence against or demeans people for who they are; content that encourages self-harm; malware, phishing or scams; or anything illegal where you or your viewers are.
  • Don’t misuse Pellio: don’t try to get into other people’s accounts or data; probe, scan or test our systems’ security without our written permission; get around limits, access controls, watermarks, passwords or domain restrictions; overload the service or interfere with other customers; scrape or copy the service; use Pellio to store or distribute files that are not meant to be watched or reviewed; resell Pellio without our agreement; or use it to build a competing product.
  • If you use synthetic or AI-altered media of a real person, label it where a viewer could be misled, and have that person’s consent.
  • Don’t use Pellio if you are subject to UK, EU or US sanctions, or for anyone who is.
  • Anyone can report a video from the player or at pellio.io/report. We may remove or disable content, limit features, or suspend a workspace that breaks these rules, and preserve and report material where the law requires. Content showing child sexual abuse or terrorism is removed at once and the workspace suspended. We will usually tell you what we did and why, unless the law or safety prevents it, and you can reply to ask us to look again.

8. Copyright

  • We respond to notices of copyright infringement and counter-notices as described on the copyright page. We end the accounts of people who infringe repeatedly.

9. Integrations and other services

  • Pellio connects to services run by others when you ask it to: WordPress and learning platforms, CRMs and email tools (HubSpot, Mailchimp, Customer.io, ActiveCampaign, Klaviyo), Zapier, AI assistants through MCP, YouTube, and the sign-in and payment services named in the privacy policy. Using one sends the data you choose to it, under that service’s own terms and privacy policy, which you are responsible for following. We are not responsible for those services, and they may change or stop working with Pellio.
  • YouTube: if you connect a YouTube channel, Pellio uses YouTube API Services to upload the videos you choose with their details, and to read their statistics. By connecting a channel you agree to the YouTube Terms of Service (youtube.com/t/terms), and Google’s Privacy Policy (policies.google.com/privacy) applies. You can disconnect a channel in Pellio, or remove Pellio’s access at myaccount.google.com/permissions, at any time.

10. AI features

  • Some features use AI services run by others: AI dubbing and transcription (ElevenLabs), and drafts of titles, descriptions, chapters, tags and posts (a large language model provider named in the privacy policy). They work only when someone in your workspace asks, and send only what the feature needs, such as a video’s audio or its transcript.
  • AI output can be wrong, incomplete or unsuitable. Check it before you publish it; you are responsible for what you publish. For AI dubbing you confirm, when you order, that you have the rights to the video and the consent of the people whose voices are reproduced.

11. Our service

  • We work to keep Pellio available, fast and secure, and to keep your content safe, including a separate copy of every original video. Pellio may be unavailable at times, for maintenance or because of problems outside our control. Plans don’t come with an uptime guarantee unless your written agreement with us says so.
  • We improve Pellio continuously, so features change. If we remove a significant feature from a paid plan, we tell workspace owners in advance. Features marked as beta, preview or early access are offered as they are and may change or end.
  • Help is available in the app (Help & support) and at support@pellio.io.

12. Ending the agreement

  • You can stop using Pellio and delete your workspace or account at any time. Download anything you want to keep first.
  • We may suspend or end your access, or a workspace, if you seriously or repeatedly break these terms, don’t pay, put Pellio, other customers or the public at risk, or if the law requires it. Unless it is urgent or the law prevents it, we tell you first and give you a reasonable chance to fix the problem or download your content. We may also end the service for a workspace on 60 days’ notice, refunding any period you have paid for and not used.
  • When a workspace is deleted, its content goes and is deleted as the privacy policy describes. Sections 5 to 8, and 13 to 16, continue to apply after the agreement ends, as do payments already due.

13. Responsibility if things go wrong

  • Pellio is provided with reasonable skill and care. Beyond that, and as far as the law allows, we make no other promises about it, such as that it will meet every need you have, work without interruption, or be free of errors.
  • Neither of us is liable to the other for loss of profit, revenue, business, goodwill or data (other than our duty to look after your content under section 11), or for indirect or consequential loss. Each party’s total liability to the other under this agreement in any 12 months is limited to the amount you paid us in the 12 months before the event giving rise to the claim, or US$100 if that is more. These limits don’t apply to your payment obligations, to your responsibilities under section 14, or to anything the law doesn’t allow us to limit, such as liability for death or personal injury caused by negligence, or for fraud.

14. Claims about your content

  • If someone brings a claim against us because of your content, or because you used Pellio in breach of these terms, you will cover our reasonable costs and any damages awarded or agreed, provided we tell you about the claim promptly and let you take part in handling it.

15. Changes to these terms

  • We may update these terms as Pellio and the law change. The date below shows the latest version. For a change that matters to you, we email workspace owners at least 30 days before it takes effect; if you don’t agree, you can cancel before then and we refund any period you have paid for and not used. Continuing to use Pellio after a change takes effect means you accept it.

16. General

  • English law governs this agreement, and the courts of England and Wales decide any dispute about it, except that if you are a consumer living elsewhere in the UK or in the EU you may also use your local courts and keep the protections your local law gives you. Let’s try to settle any disagreement by talking first: write to support@pellio.io.
  • This agreement is the whole agreement between us about Pellio. If a part of it can’t be enforced, the rest still applies. If we don’t enforce a right straight away, we can still enforce it later. Neither of us is responsible for delays caused by events outside our reasonable control. You may not transfer this agreement without our consent; we may transfer it to a company that takes over Pellio, and will tell you. Nobody else has rights under it.
  • We send notices to the email address of your account (for a workspace, its owners). Send notices to us at support@pellio.io, or by post to the address in section 1.