Terms of Service

1. Who we are

Xora (the “Service”) is operated by Bit By Bit Labs Private Limited (“Bit By Bit Labs Private Limited”, “we”, “us”), a private limited company incorporated in India, with its registered office at 305, Greater Brajeshwari, Bicholi Mardana, Indore, 452016, Madhya Pradesh, India (CIN U62010MP2025PTC074695). “Xora” is a product and trading name of Bit By Bit Labs Private Limited.

By creating an account, calling the API, or otherwise using the Service, you agree to these Terms of Service (the “Terms”). If you are agreeing on behalf of a company or other organisation, you confirm that you have authority to bind it, and “you” means that organisation.

You must be at least 18 years old, or the age of majority where you live, to use the Service. The Service is intended for developers and businesses, not for consumers or children.

2. The service

Xora runs FFmpeg media-processing jobs on our cloud infrastructure. You submit a job over our REST API — either a named recipe or your own FFmpeg argument array — together with a URL identifying the media to process. We fetch that media, run the job on isolated workers, and make the result available to you as a download.

We may change, improve, or discontinue parts of the Service. If we make a change that materially reduces functionality you are paying for, we will give you reasonable advance notice by email or in the dashboard, and you may cancel under section 5.

3. Accounts and API keys

You need an account to use the Service. You are responsible for the accuracy of the information you give us and for everything that happens under your account, including calls made by software, automations, and AI agents you authorise.

API keys authenticate as you. Keep them secret, do not embed them in client-side code or public repositories, and rotate them if they are exposed. We store only a cryptographic hash of each key, so we cannot recover a lost key — you can revoke it and issue a new one at any time. Tell us promptly at security@xora.sh if you believe a key or account has been compromised.

You may let an AI agent or third-party tool call the API with your key. If you do, its calls are your calls, and you remain responsible for the jobs it submits and the charges they incur.

4. Plans, billing and payment

4.1 Merchant of Record

This means Paddle is the seller of record for your purchase: Paddle processes the transaction, issues the invoice, and is responsible for collecting and remitting applicable sales tax, VAT, and GST. Your purchase is also subject to Paddle’s Buyer Terms and Conditions, and billing enquiries may be directed to Paddle at paddle.net as well as to us.

4.2 Plans and usage charges

Current plans, included allowances, and usage rates are published on our pricing page. Xora meters usage in credits: one credit corresponds to one minute of processing work performed for your job (metered per second), and each gigabyte of output your job produces adds ten credits, counted once per output on completion. Retrieving a finished output is not metered. Jobs that end in a failed or rejected state are not billed. Once your included credits are exhausted, new jobs are refused with a LIMIT_EXCEEDED error until the period resets or you change plan; where overage rates are published on the pricing page, usage beyond the allowance is instead charged at those rates.

Paid plans are billed in advance and renew automatically for successive periods — monthly or annually, as selected — until cancelled. Usage charges are billed in arrears for the period in which they were incurred. All fees are stated exclusive of taxes, which Paddle adds as required.

We may change our prices. For existing paid subscriptions, price changes take effect at your next renewal and we will give you at least 30 days’ notice by email beforehand, so you can cancel first if you prefer.

4.3 Free tier and spending limits

The free tier is provided without charge and without a payment method, and we may change or withdraw it at any time. You can set soft and hard spending limits in the dashboard. Once a hard limit is reached, new jobs are refused with a LIMIT_EXCEEDED error rather than incurring further charges. Limits are a convenience, not a guarantee — you remain responsible for usage genuinely incurred under your account.

If a payment fails, we may retry it, and we may suspend or downgrade your account if it stays unpaid after we have told you about the problem.

5. Refunds and cancellation

You may cancel a paid plan at any time from the dashboard or by emailing support@xora.sh. Cancellation stops the next renewal. Your plan stays active until the end of the billing period you have already paid for, after which the account reverts to the free tier.

Our Refund Policy sets out how refunds work and how to request one. Because Paddle is the Merchant of Record for every order, refunds are handled under Paddle’s Refund Policy. Where mandatory consumer law in your country gives you stronger cancellation or refund rights, those rights prevail.

6. Your content

You own your media. The files you submit, the outputs we produce from them, and the job configurations you write (together, “Your Content”) remain yours. We claim no ownership over them.

You grant us a limited, worldwide, non-exclusive, royalty-free licence to host, copy, transmit, and process Your Content solely to provide the Service to you — that is, to fetch inputs, run your jobs, store outputs, and deliver results. This licence exists only so that we can operate the Service, ends when the content is deleted, and does not permit us to use Your Content for anything else. We do not use Your Content to train machine-learning models, and we do not sell it or share it for advertising.

You are responsible for Your Content, and you confirm that:

• you own it or have the rights and permissions needed to process it as you have instructed, including any rights of the people appearing in it;
• you are entitled to give us the input URLs you supply, and to have us fetch what is at them — including any private, signed, or authenticated URLs;
• processing it through the Service does not infringe anyone’s copyright, trademark, privacy, publicity, or other rights, or break any law.

How long we keep media, and how you delete it, is described in our Privacy Policy. In short: you can delete outputs at any time through the API or dashboard.

7. Acceptable use

The Service executes media commands on your behalf. You must not use it to:

• process, store, or distribute content that is illegal — in particular child sexual abuse material, content that incites violence or terrorism, or content that violates sanctions or export-control law;
• infringe copyright or other intellectual-property rights, including processing media you are not licensed to use;
• run workloads that are not media processing — for example cryptocurrency mining, password cracking, general-purpose computation, or using job execution as a proxy or tunnel;
• attempt to escape the execution sandbox, reach our internal networks or other customers’ data, or probe, scan, or test the security of our infrastructure without our written permission;
• point input URLs at systems you do not control or have permission to read, or use the Service to attack or overload a third party;
• circumvent plan limits, quotas, or billing — including by creating multiple accounts to exceed free-tier allowances; or
• resell or expose raw access to the Service as a substantially similar competing product.

7.1 Input URLs you supply

You choose the URLs we fetch. You are responsible for ensuring each one points to content you are entitled to have us retrieve and process, and that retrieving it does not breach anyone’s terms of service, access controls, or rights. Do not point the Service at internal, private, or link-local addresses, at systems you do not control, or at any endpoint in order to probe, scan, amplify traffic against, or otherwise attack it. We may block, rate-limit, or refuse fetches at our discretion, and we may impose limits on fetch size, duration, and frequency.

7.2 Copyright complaints

If you believe content processed through the Service infringes your copyright, send a notice to our designated agent at legal@xora.sh (postal notices to the registered office in section 17, marked “Copyright Agent”). Please identify the work, identify the material concerned with enough detail for us to locate it, give your contact details, and state that you believe in good faith that the use is unauthorised and that the information in your notice is accurate. We act on valid notices, including by removing content, and we terminate the accounts of repeat infringers.

7.3 Illegal content and reporting

We prohibit child sexual abuse material absolutely. Where we obtain actual knowledge of apparent child sexual abuse material, we will report it to the National Center for Missing & Exploited Children (NCMEC) and to the competent authorities in India, preserve the relevant records as required by law, and terminate the account immediately. We may also report other content or conduct to law enforcement where we are legally required to, or where we believe in good faith that doing so is necessary to prevent serious harm.

Report abuse to abuse@xora.sh.

7.4 Export control and sanctions

You confirm that you are not located in, and are not ordinarily resident in or acting on behalf of anyone located in, a country or territory subject to comprehensive trade sanctions, and that you are not a person with whom dealing is prohibited under applicable sanctions or export-control law. You will not use the Service in breach of those laws, including by exporting or re-exporting it, or media processed through it, where prohibited.

8. Codecs and third-party rights

Xora is built on FFmpeg, which is free software licensed under the LGPL and GPL. We are not affiliated with or endorsed by the FFmpeg project.

Some codecs the Service can produce or consume — including H.264/AVC, H.265/HEVC, and AAC — are covered by patents licensed through patent pools. Any licences required for your distribution or commercial exploitation of media you encode are your responsibility, and our fees do not include them. If your use case is at scale or commercially sensitive, take your own advice on codec licensing.

9. Availability and support

We work hard to keep the Service running, but we do not currently offer a contractual uptime commitment or service credits. The Service is provided on an “as available” basis. We may perform maintenance, and we will try to schedule disruptive work sensibly and give notice where we reasonably can.

Support is provided by email at support@xora.sh. Paid plans get priority; the free tier is supported on a best-efforts basis. If you need a formal SLA, contact sales@xora.sh.

10. Suspension and termination

You can stop using the Service and close your account at any time. We may suspend or terminate access if you materially breach these Terms — in particular section 7 — if your account is significantly overdue, or if we must do so to comply with law or to protect the Service, our other customers, or third parties.

Where circumstances allow, we will warn you first and give you a chance to fix the problem. For serious issues — illegal content, security threats, or conduct that endangers the platform — we may suspend immediately.

After termination we delete media and job data associated with your account, subject to the retention periods in our Privacy Policy and to any legal obligation to keep records. Export anything you need before closing your account. Sections that by their nature should survive termination — including sections 6, 8, 11, 12, 13, 14 and 16 — continue to apply.

11. Our intellectual property

The Service itself — our software, APIs, documentation, designs, and the Xora name and logo — belongs to Bit By Bit Labs Private Limited and its licensors. These Terms grant you a limited, non-exclusive, non-transferable right to use the Service as it is intended to be used, and nothing more. You may not copy, reverse engineer, or create derivative works of the Service, except to the extent that restriction is prohibited by law.

If you send us feedback or suggestions, we may use them freely to improve the Service, without obligation to you.

12. Disclaimers

To the fullest extent permitted by law, the Service is provided “as is” and “as available”, without warranties of any kind, whether express, implied, or statutory — including any implied warranties of merchantability, fitness for a particular purpose, non-infringement, or that the Service will be uninterrupted, error-free, or secure.

You choose the FFmpeg arguments and recipes you run, and you are responsible for validating that the output is correct and fit for your purpose. We do not warrant that any particular command will produce any particular result, nor that media processing is lossless or free of artefacts. Keep your own copies of anything important: Xora is a processing service, not a backup or archival service.

13. Limitation of liability

To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, consequential, or punitive damages, nor for lost profits, lost revenue, lost data, or business interruption, even if advised that such damages were possible.

Our total aggregate liability arising out of or relating to the Service and these Terms is limited to the greater of (a) the total fees you paid us in the twelve months before the event giving rise to the claim, or (b) USD 100.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited — including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

14. Indemnification

You will defend and indemnify Bit By Bit Labs Private Limited, its officers, employees, and contractors against third-party claims, damages, and reasonable costs (including legal fees) arising from Your Content, your use of the Service, your breach of these Terms, or your infringement of a third party’s rights. We will tell you promptly about any such claim and let you control the defence, provided any settlement does not impose obligations on us without our consent.

15. Changes to these terms

We may update these Terms as the Service and the law evolve. The “last updated” date at the top always reflects the current version. For material changes we will give at least 30 days’ notice by email to the address on your account or by a prominent notice in the dashboard, before they take effect. Continuing to use the Service after that means you accept the updated Terms; if you do not agree, cancel before they take effect.

16. Governing law and disputes

These Terms are governed by the laws of India, without regard to conflict-of-laws rules. Subject to the paragraph below, the courts at Indore, India have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Service.

Before starting formal proceedings, please contact us at legal@xora.sh — most disputes can be settled quickly and informally, and we would rather fix the problem.

If you are a consumer resident in the European Union, the United Kingdom, or another jurisdiction whose mandatory law gives you the right to bring proceedings in your local courts or to the protection of your local consumer law, these Terms do not take that right away.

If any provision of these Terms is held unenforceable, the rest remains in force. Our failure to enforce a provision is not a waiver of it. You may not assign these Terms without our consent; we may assign them to an affiliate or in connection with a merger, acquisition, or sale of assets. These Terms, together with the Privacy Policy, are the entire agreement between us about the Service.

17. Contact

Bit By Bit Labs Private Limited
305, Greater Brajeshwari, Bicholi Mardana, Indore, 452016, Madhya Pradesh, India
Support (general and billing): support@xora.sh
Legal, copyright and designated agent: legal@xora.sh
Abuse: abuse@xora.sh
Security: security@xora.sh

Payment, invoicing, and tax enquiries may also be directed to Paddle, our Merchant of Record, via paddle.net.