Terms and Conditions

Section 1About these terms

These Terms and Conditions ("Terms") govern your use of the Coozie toy, the Coozie parent app, our website at www.coozie.co, and every related service we provide (together, "Coozie" or the "Services"). Coozie is made and sold by KnowNest Innovations LLP ("we", "us", "our").

By buying a Coozie, setting it up, creating an account, using the app, or browsing our website, you agree to these Terms. If you do not agree to them, please do not use Coozie.

These Terms should be read together with our Privacy Policy at www.coozie.co/privacy-policy. Where the two documents cover the same ground, the Privacy Policy governs how we handle your data.

Section 2Who can use Coozie

The Coozie account, the parent app and any purchase are for adults only. By using Coozie you confirm that:

• You are at least 18 years old and legally able to enter into a contract
• You are the parent or legal guardian of the child who will use Coozie, or you have that parent's or guardian's authority
• You have the authority to give consent on that child's behalf
• The information you give us is accurate

Children use the Coozie toy. Children do not hold Coozie accounts, and the parent app is not for children.

Section 3What Coozie is

Coozie is a screen-free voice companion toy for children. Depending on the version you have, Coozie may include:

• The physical Coozie toy and its charging accessories
• Conversations powered by artificial intelligence
• Stories, games and activities
• The Coozie parent app, including conversation history, memory, controls and notifications
• Software and firmware updates
• Cloud services that make all of the above work

Coozie needs a Wi-Fi connection to work. Features, content and availability may change over time, and may vary by region, device and any subscription you hold.

Section 4What Coozie is not

Coozie is a toy. It is designed to be a warm, safe companion for a child. It is not, and must never be treated as:

• A teacher. Coozie does not follow any school curriculum and we do not promise any educational outcome.
• A therapist or counsellor. Coozie does not provide mental health support, therapy, counselling or any form of diagnosis.
• A doctor or medical device. Coozie does not give medical advice and is not a medical device of any kind.
• A babysitter. Coozie does not supervise your child and does not replace an adult being present.
• An emergency service. Coozie cannot call for help, cannot alert anyone in an emergency, and must never be relied on in one. In any emergency, contact the emergency services.

Coozie's conversations are generated by artificial intelligence. We put considerable effort into keeping them safe and age-appropriate, and we design Coozie to steer children back towards parents, activity and the real world. But AI systems are probabilistic, not deterministic. That means Coozie can occasionally misunderstand your child, say something factually wrong, or produce a reply we did not intend, despite our safeguards. No automated safety system is perfect, and we do not promise that Coozie will never say something you would rather it had not.

If your child ever seems distressed, confused or upset by Coozie, stop use and tell us at support@coozie.co.

Section 5Your responsibilities as a parent

You remain responsible for your child. In particular, for:

• Supervising your child while they use Coozie
• Deciding whether Coozie is appropriate for your child
• Reviewing conversations in the parent app, which is exactly why we built that feature
• Setting limits on how much your child uses Coozie
• Making sure your child plays safely, including during any activity Coozie suggests
• Keeping your account details secure, and telling us promptly if you think someone else has access

You are responsible for everything done through your account.

Section 6Buying a Coozie

Prices are shown at checkout and include applicable taxes unless stated otherwise. Your order is an offer to buy. A contract forms when we accept your order and confirm it, or when we dispatch the product, whichever happens first.

We may decline or cancel an order, and refund you in full, if the product is unavailable, if there has been a pricing or description error, if we cannot deliver to your address, or if we suspect fraud.

You may cancel an order at no cost at any time before it is dispatched, by writing to support@coozie.co. Once dispatched, Section 9 applies.

Section 7Delivery

We deliver within India. Delivery charges, if any, and the estimated delivery timeline for your address are shown at checkout before you pay, and are also set out in our Shipping Policy on www.coozie.co. Timelines shown anywhere on our website or in our communications are estimates, not promises, and we cannot guarantee a specific delivery date.

We are not responsible for delays caused by our courier partners, weather, strikes, public disruption, or any other event outside our reasonable control. Where a delay is significant, we will keep you informed.

Once your order is dispatched we will send you tracking details by email or SMS.

Risk in the product passes to you on delivery. Please check the package when it arrives. If it is visibly damaged in transit, or if anything is missing, tell us at support@coozie.co within 48 hours of delivery, with photographs. Where we are satisfied that the product was damaged or incomplete in transit, we will replace it at no cost to you, or refund you in full if a replacement is not reasonably possible.

Section 8Warranty

8.1 What we warrant

We warrant the Coozie toy against manufacturing defects in materials and workmanship for 12 months from the date of delivery, when used normally and in line with the instructions we provide.

If a defect covered by this warranty appears within that period, tell us at support@coozie.co with your order details and a description of the problem. We will, at our option, repair the product, replace it, or if neither is reasonably possible, refund you.

This warranty applies to the original purchaser and is not transferable.

8.2 What the warranty does not cover

• Normal wear and tear, including fabric pilling, fading, flattening of the filling, and marks from ordinary use
• Damage from dropping, crushing, cutting, biting, pulling apart, or any other physical impact
• Water or liquid damage, including from washing or submerging the toy. Coozie is wipeable, not washable
• Damage from misuse, neglect, or use other than as intended
• Damage caused by opening, modifying, tampering with or attempting to repair the toy, or by anyone other than us or someone we authorise doing so
• Damage caused by chargers, cables or accessories we have not approved
• The natural decline in battery capacity that every rechargeable battery experiences over time
• Cosmetic marks that do not affect how Coozie works
• Loss or theft
• Products bought from anyone other than us or an authorised seller

8.3 Your statutory rights

This warranty is in addition to, and does not take away from, your rights under the Consumer Protection Act, 2019 and any other law that applies to you. Nothing in these Terms limits those rights.

8.4 The app and services

This warranty covers the physical toy. The app, cloud services and AI conversation are covered by Section 15 and Section 18 instead.

Section 9Returns and refunds

You may return a Coozie within 30 days of delivery if it is defective. This covers products that arrive damaged, that do not work as they should, or that develop a manufacturing defect within that period.

To start a return, write to support@coozie.co with your order details, a description of the problem and, where possible, photographs or a short video. We will arrange collection or tell you how to send it back.

Please return the product complete, with all accessories and, where possible, its original packaging. We may decline a return where the product has been damaged by misuse, opened or tampered with, or where the defect falls under Section 8.2.

Once we receive and inspect the product and agree it is defective, we will replace it or refund you to your original payment method, at your choice. Refunds are processed within 7 to 10 business days of that agreement, though your bank may take longer to show the credit.

We do not offer change-of-mind returns. If you simply decide Coozie is not for you, we would still like to know why, at support@coozie.co.

After 30 days, Section 8 continues to apply for the rest of the warranty period.

Section 10Your account

You need an account to set up and use Coozie. Keep your login details confidential, keep your information accurate, and tell us straight away if you think someone else has got in.

A second parent or guardian can be invited to your account as a co-parent. They give their own consent, and once they do they have the same access to your child's information and the same rights as you. Invite only someone you are content to give that access to.

Section 11The Coozie app

We give you a personal, limited, non-exclusive, non-transferable, revocable licence to use the Coozie app and the software in the toy, for your own family's non-commercial use. That licence lasts as long as you comply with these Terms.

You do not own the software. You own the physical toy.

Section 12Coozie subscriptions

Coozie's core companion works without a subscription, within the usage included with your toy. We do not offer a paid subscription at present.

If we introduce one in future, the price, the billing cycle, what it includes, whether it renews automatically, and how to cancel will all be shown to you clearly before you pay, and no charge will be made without your agreement. Where a subscription is bought through the Apple App Store or Google Play, their billing and refund rules apply in place of ours.

Section 13Software and firmware updates

We may send updates to the app and to the toy automatically, to keep Coozie safe, secure, working and compliant. You agree to receive them. Some updates may change or remove features. Coozie may not work properly if you refuse or block updates.

Section 14Data, privacy and your child

How we handle your data and your child's data is set out in full in our Privacy Policy at www.coozie.co/privacy-policy. By using Coozie you agree to it.

Three points are important enough to repeat here:

• We do not use your child's conversations to train AI models, and our agreements with our service providers do not permit them to use your child's data to train theirs
• We do not sell, rent or trade your child's data, and we do not advertise to children
• Your child's profile, memory and conversation history are stored in India. Some of the processing that produces Coozie's replies is carried out by service providers operating from servers in India or outside India, as described in Section 7 of the Privacy Policy

Coozie's microphone is switched off by hardware and turns on only while your child is holding and pressing the toy. There is no wake word and Coozie does not listen in the background.

Section 15Availability of the service

We work hard to keep Coozie running, but we do not promise that the Services will always be available, uninterrupted or error-free. Coozie depends on your Wi-Fi, on the internet, and on third-party infrastructure, none of which we control.

We may change, suspend or withdraw any part of the Services, including features, for maintenance, security, legal or business reasons. Where a change is significant and we can give you notice, we will.

We want to be straightforward about one thing that applies to every connected toy, including ours. Coozie's conversation depends on cloud services. If we ever wind down, are acquired, or stop operating, some or all of Coozie's connected features could stop working. If that ever happens we will give you as much notice as we reasonably can, and we will handle your data as described in our Privacy Policy. We would rather say this plainly than bury it.

Section 16Acceptable use

You agree not to:

• Use Coozie unlawfully, or to break any law that applies to you
• Open, dismantle, reverse engineer, decompile or modify the toy, its firmware or the app
• Try to bypass, disable or interfere with Coozie's safety systems, content filters or parental controls
• Try to manipulate or jailbreak Coozie's AI into producing unsafe, unlawful or inappropriate output
• Try to extract our system prompts, models, safety logic or any other confidential aspect of how Coozie works
• Probe, scan or test our systems, APIs or infrastructure for vulnerabilities without our written permission
• Use Coozie, or anything it produces, to build a competing product, model or dataset
• Introduce malware or anything else harmful into our systems
• Resell, rent out or commercially exploit Coozie or its content
• Use Coozie to harass, abuse or harm anyone

If you find a security vulnerability, please tell us at support@coozie.co rather than exploiting it. We will take a report made in good faith seriously and will not pursue anyone who reports responsibly and gives us a fair chance to fix it.

Section 17Intellectual property

Everything that makes Coozie Coozie belongs to us or to our licensors: the name, the characters, the design of the toy, the artwork, the stories, the software, the AI systems, the app, our trademarks and our website. Buying a Coozie gives you the toy and a licence to use the Services. It does not give you any ownership of any of that.

Some content may be licensed to us by third parties. Where a licence ends, we may have to remove or replace that content.

If you send us feedback, suggestions or ideas about Coozie, we may use them freely and without owing you anything. This does not apply to your child's conversations or personal data, which are governed by the Privacy Policy and are never treated as feedback.

Section 18Limits on our liability

Nothing in these Terms excludes or limits our liability where the law does not allow it to be excluded or limited. That includes liability for death or personal injury caused by our negligence, for fraud, and for anything else that cannot lawfully be limited. Your rights under the Consumer Protection Act, 2019 are unaffected.

Subject to that, and to the maximum extent the law allows:

• We are not liable for indirect, incidental, special or consequential loss, or for loss of profit, goodwill, data or opportunity
• We are not liable for any outcome in your child's learning, behaviour, development or wellbeing, since Coozie is a toy and makes no promises of that kind
• We are not liable for a failure caused by your internet connection, your device, or a third party outside our reasonable control
• Our total liability to you for any claim connected with Coozie will not exceed the amount you paid us for the product or service the claim relates to in the 12 months before the claim arose

Section 19Indemnity

You agree to indemnify us against any claim, loss or cost arising from your breach of these Terms, your misuse of Coozie, or your breach of any law or anyone else's rights.

Section 20Suspension and termination

We may suspend or end your access to the Services if you breach these Terms, if we have a reasonable concern about a child's safety, if there is fraud or a security risk, or if the law requires it. Where it is reasonable to do so, we will tell you first and give you a chance to put it right.

You can stop using Coozie at any time, and delete your child's profile and your account from the parent app.

When your access ends, your licence to the software ends with it. We handle your data as set out in the Privacy Policy.

Section 21Events outside our control

We are not liable for any delay or failure caused by something beyond our reasonable control, including natural disasters, epidemics, war, civil disruption, strikes, government action, power failures, internet or network outages, cyber attacks, or the failure of a supplier or courier.

Section 22Grievance Officer

If you have a complaint about a product, an order or the Services, contact our Grievance Officer:

We will acknowledge your complaint within 48 hours of receiving it and aim to resolve it within one month.

For complaints specifically about your data or your child's data, our Privacy Policy sets out the same officer and the route to the Data Protection Board of India.

Section 23Governing law and jurisdiction

These Terms are governed by the laws of India. The courts at Kanpur, Uttar Pradesh have exclusive jurisdiction over any dispute arising out of or connected with them.

Before starting any formal proceedings, please write to us at support@coozie.co and give us a fair opportunity to resolve the matter. Most things are settled faster that way.

Section 24Changes to these terms

We may update these Terms as Coozie grows. When we make a significant change we will tell you through the app or by email and update the effective date at the top. Continuing to use Coozie after a change means you accept the updated Terms. If you do not accept them, stop using the Services and contact us.

Section 25If you bought through an app store

If you download the Coozie app from the Apple App Store or Google Play, those platforms have their own terms which also apply to you. Apple and Google are not responsible for Coozie, for supporting it, or for any claim about it, and neither of them provides any warranty for it. Any subscription bought through them is billed and refunded under their rules.

Section 26General

• Entire agreement. These Terms and the Privacy Policy are the whole agreement between us about Coozie.
• Severability. If any part of these Terms is found unenforceable, the rest continues to apply.
• Waiver. If we do not enforce something straight away, we have not given up the right to enforce it later.
• Assignment. You may not transfer your rights under these Terms without our consent. We may transfer ours as part of a sale, merger or reorganisation of our business.
• Survival. Sections 4, 14, 17, 18, 19, 22 and 23 survive the ending of these Terms.
• Language. These Terms are written in English. If we publish a translation and the two conflict, the English version applies.

Section 27Contact us