Agreement to these terms
These Terms & Conditions ("Terms") are a legal agreement between you and Maxwell Labs, Inc. ("Maxwell," "we," "us"). They govern your access to and use of the Maxwell app, website, and related services (together, the "Service"). By creating an account or using the Service, you agree to these Terms and to our Privacy Policy. If you do not agree, please do not use the Service.
Who can use Maxwell
You must be at least 18 years old and able to form a binding contract to use the Service. If you use Maxwell on behalf of someone else, you confirm that you have that person's permission, or the legal authority to act for them, to the extent required.
Your account
Keep your sign-in details to yourself and do not share your account. You are responsible for activity that happens under your account. Tell us promptly at [email protected] if you believe your account has been used without your permission.
Text messages
Maxwell sign-in codes are one-time codes we text to the phone number on your account, so you can confirm that number is yours and sign in with it. Apart from a number change or a confirmation you ask for (both below), you receive them only if you tick the box "Text me sign-in codes from Maxwell at this number" when you create your account. The box starts unticked, and you do not have to tick it to use Maxwell.
- If you tick it, we text you a code straight away. Until you enter it, you can't book rides through Maxwell or sign in by text, because drivers call that number. After that, we text a code only when you ask for one to sign in.
- How often you receive texts depends on how often you sign in. Message and data rates may apply.
- Reply STOP to stop receiving texts, and HELP for help, or write to [email protected]. After you reply STOP you can still sign in with your password, or with Apple or Google.
- To change your phone number, you ask us to text a code to the new number, and the number changes only once you enter it. If you get sign-in codes, they go to the new number from then on.
- Whether or not you ticked the box, the app may ask you to confirm the number on your account. We text a code for it only if you choose to go ahead, and confirming it does not sign you up for sign-in codes.
- We do not send marketing or promotional texts.
- You can also text or call Maxwell's phone number. Maxwell answers using your account only from the phone number on it, once you have confirmed that number and agreed to the AI companies Maxwell uses. From any other number you get one reply, with a link to create an account or confirm your number. Texts and calls to Maxwell are subject to the same daily limits as the app.
- You can book or change a ride by text or by phone. Maxwell quotes the pickup, destination and price, and a car is sent and your card charged only when you reply YES, say yes on the call, or tap to book on the page the texted link opens. If you ask for a ride with no card saved, we text the confirmed number on your account a link to add one, which asks you to sign in. Once a ride is booked, we text the confirmed number on your account about that ride (driver on the way, the car and plate, driver outside, that you have been picked up, a changed arrival time, a cancellation) until it ends. Reply STOP to stop these texts; the ride itself continues.
- Carriers are not liable for delayed or undelivered messages.
- How we handle your phone number is described under "Text messages" in our Privacy Policy.
What Maxwell is
Maxwell is a wellness and companionship tool for older adults and the people who care for them. We may add, change, or remove features over time.
Not medical or emergency advice
Important — please read
Maxwell does not provide medical advice and is not a medical device, healthcare provider, or pharmacy. Its information and responses are for general support only and are not a substitute for professional medical judgment.
Always talk to a doctor or pharmacist before making decisions about medications or your health. Never rely on Maxwell to manage a medical emergency.
In an emergency, call your local emergency number (for example, 911) right away. Maxwell is not an emergency service and cannot contact responders for you.
Guidance is best-effort
The guidance Maxwell offers is a helpful signal, not a guarantee. It may be incomplete or wrong, and you are responsible for your own decisions.
AI-generated content
The assistant's responses are generated by artificial intelligence and may be inaccurate, incomplete, or out of date. Do not treat them as professional medical, legal, or financial advice. Verify anything important with a qualified person. You are responsible for how you use information the assistant provides.
Sharing with others
If you link your account with someone else's, you control what they can see and you can change or end that access at any time. Anyone who receives information this way agrees to use it only to support the person who shared it, and to respect that person's privacy and wishes. We are not responsible for how people who have linked their accounts use information shared between them.
Acceptable use
When using Maxwell, you agree not to:
- Break the law or use the Service to harm, harass, deceive, or defraud others.
- Access another person's account or data without permission.
- Upload content that is unlawful, abusive, or infringes someone's rights.
- Interfere with, disrupt, or attempt to reverse-engineer the Service.
- Use the Service to build a competing product, or scrape it with automated tools, without our consent.
Your content
You keep ownership of the content you provide — your messages and anything else you submit. You grant us a limited license to host, process, and use that content solely to operate and improve the Service and to provide the features you request, as described in our Privacy Policy. You are responsible for the content you submit and confirm you have the right to share it.
Our intellectual property
The Maxwell name, logo, software, design, and content (other than your content) belong to us or our licensors and are protected by law. We grant you a personal, non-exclusive, non-transferable, revocable license to use the Service for its intended purpose. You may not copy, modify, distribute, or create derivative works from the Service except as allowed by these Terms or applicable law.
Third-party services
Maxwell relies on third-party providers — for example, AI and voice processing, email and text-message delivery, hosting, and other infrastructure. Your use of features that depend on them may also be subject to their terms. We are not responsible for third-party services we do not control.
Subscriptions, rides & payments
The free plan and the paid plan
You can use Maxwell without paying. The free plan includes a daily allowance of conversations, voice calls, and recorded visits. A paid plan raises those allowances. The current allowances and prices are shown in the app before you subscribe.
Subscriptions renew automatically
- A subscription is billed through the store you bought it from — the Apple App Store or Google Play — at the price shown when you subscribe, monthly or yearly as you choose.
- It renews automatically at the end of each period unless you cancel at least 24 hours before the period ends. Your store account is charged for the renewal within 24 hours before the new period begins.
- If a free trial is offered and you are eligible, you are not charged until the trial ends. Cancel before it ends and you pay nothing. Any unused part of a trial is forfeited when you buy a subscription.
- You cancel in your store account settings, not in Maxwell: on an iPhone, Settings → your name → Subscriptions; on Android, the Play Store → Payments & subscriptions. Deleting the Maxwell app or your Maxwell account does not cancel a subscription.
- Refunds for subscriptions are handled by the store under its own rules. We cannot issue them ourselves.
- If we change the price of a plan, the store will tell you in advance and ask you to agree before the new price applies.
Rides and other services you ask Maxwell to arrange
- When you ask Maxwell to book a ride, the price is shown to you and you confirm it with a tap before anything is booked or charged. Nothing is ever booked by voice alone.
- If you agreed to sign-in codes by text, you need to confirm your phone number with the code we text you before you can book a ride, as described under "Text messages" above.
- The fare is charged to the card you saved in Maxwell, at the price the ride provider quotes, with no markup from us. If the provider's price has moved since the quote, we show you the new price and ask again rather than charging more.
- If you cancel a ride after a driver has accepted it, the provider may charge a cancellation fee, which we pass on at cost. If a ride is cancelled by the provider or never arrives, the fare is refunded to your card.
- Rides are provided by the ride company, not by us. We arrange them on your behalf; their terms govern the ride itself.
- Addresses and places you search for when booking a ride, and the street shown for where you are, come from Google Maps. By using those features you also agree to Google's Terms of Service (google.com/policies/terms) and the Google Maps/Google Earth Additional Terms of Service (maps.google.com/help/terms_maps), and Google's Privacy Policy (google.com/policies/privacy) applies to the data Google receives.
Disclaimers
The Service is provided "as is" and "as available," without warranties of any kind, whether express or implied, including fitness for a particular purpose, merchantability, accuracy, and non-infringement, to the fullest extent permitted by law. We do not warrant that the Service will be uninterrupted, error-free, or secure, or that notifications will always be delivered on time.
Limitation of liability
To the fullest extent permitted by law, Maxwell and its team will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of data, missed notifications, or reliance on information the Service provides. Our total liability for any claim relating to the Service is limited to the amount you paid us in the 12 months before the claim, or USD $100, whichever is greater. Some jurisdictions do not allow certain limitations, so parts of this section may not apply to you.
Termination
You may stop using Maxwell and delete your account at any time. We may suspend or end your access if you break these Terms, if needed to protect users or the Service, or if we stop offering the Service. Sections that by their nature should survive — such as content licenses, disclaimers, and limitation of liability — will continue to apply after termination.
Changes to these terms
We may update these Terms from time to time. When we make material changes, we will update the "Last updated" date and, where appropriate, notify you in the app or by email. By continuing to use the Service after changes take effect, you agree to the updated Terms.
Governing law
These Terms are governed by the laws of the State of Delaware, without regard to its conflict-of-laws rules. Any dispute will be resolved in the courts located in Wilmington, Delaware, unless applicable law gives you the right to bring it elsewhere.
Apple App Store
This section applies if you downloaded the Maxwell app from the Apple App Store. If it conflicts with anything else in these Terms, this section controls for that copy of the app.
- Who this agreement is with. These Terms are between you and Maxwell Labs, Inc. only, and not with Apple. We, not Apple, are solely responsible for the app and its content.
- Your license. Your license to use the app is non-transferable and limited to Apple-branded products that you own or control, as permitted by the Usage Rules in Apple's Media Services Terms and Conditions, except that the app may also be accessed by other accounts associated with you through Family Sharing or volume purchasing.
- Maintenance and support. We alone are responsible for maintaining and supporting the app. Apple has no obligation to provide any maintenance or support for it.
- Warranty. We are responsible for any product warranties, express or implied by law, to the extent they have not been effectively disclaimed. If the app fails to conform to an applicable warranty, you may notify Apple, and Apple will refund the purchase price of the app, if any. To the maximum extent permitted by law, Apple has no other warranty obligation for the app, and any other claims, losses, liabilities, damages, costs, or expenses from a failure to conform to a warranty are our responsibility.
- Product claims. We, not Apple, are responsible for addressing any claims by you or a third party relating to the app or your possession or use of it, including product liability claims, claims that the app fails to conform to a legal or regulatory requirement, and claims under consumer protection, privacy, or similar laws. Nothing in these Terms limits our liability to you beyond what applicable law permits.
- Intellectual property claims. If a third party claims that the app, or your possession and use of it, infringes that party's intellectual property rights, we, not Apple, are solely responsible for investigating, defending, settling, and discharging that claim.
- Legal compliance. You represent and warrant that you are not located in a country subject to a U.S. Government embargo or designated by the U.S. Government as a "terrorist supporting" country, and that you are not on any U.S. Government list of prohibited or restricted parties.
- Questions and claims. Send any questions, complaints, or claims about the app to us, using the details under "Contact us" below.
- Third-party terms. When using the app, you must comply with any third-party agreements that apply to you, such as your wireless data service agreement.
- Third-party beneficiary. Apple and its subsidiaries are third-party beneficiaries of these Terms. Once you accept these Terms, Apple has the right, and is deemed to have accepted the right, to enforce them against you as a third-party beneficiary.