Terms of Service

1. Who we are

These Terms of Service ("Terms") govern your access to and use of the website at tilochat.comand any associated services (collectively, "Tilo" or the "Service"). The Service is operated by Treadwell Digital Ltd, a company registered in England and Wales (company number: 16933667), with registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ ("we", "us" or "our"). For business and support enquiries please contact support@tilochat.com.

2. Acceptance of these Terms

By creating an account, purchasing credits, or otherwise using the Service, you confirm that you have read, understood and agree to be bound by these Terms and our Privacy Policy and Refund Policy. If you do not agree, you must not use the Service.

3. Eligibility, adults only

You must be at least 18 years old (or the age of majority in your jurisdiction, whichever is higher) to use Tilo. By using the Service you represent and warrant that you meet this age requirement and that your use of the Service does not violate any law or regulation applicable to you.

We reserve the right to request proof of age and to suspend or terminate any account where we reasonably believe the user is under 18.

4. What Tilo is, and what it isn't

Tilo is an entertainment service that lets you exchange text messages with curated fictional characters ("Characters"). Each Character is an original fictional identity created by Tilo. Photos shown on Characters are AI-generated likenesses and do not depict any specific real person.

Replies sent to you from a Character are written by Tilo's employees, contractors, or operators (collectively, our "Writers"), responding in the voice and personality of that Character. A single Character may be written by more than one Writer, and Writers may change over time without notice. You understand and accept that:

• the Characters are fictional and do not represent the real identity, location, photograph or biography of any Writer;
• Writers may not be physically located in the same country as the Character's stated location;
• conversations are part of an interactive entertainment experience, not a personal relationship, friendship, or romantic relationship with any specific individual;
• statements made by a Character during chat are part of the fiction, are not promises by Tilo or any Writer, and should not be relied upon outside the chat.

Tilo is not a dating service, not a hookup service, not a social network, and not a way to meet real people. Writers will not arrange real-world meetings, share their real contact details, or transact with you outside of Tilo. Any attempt to do so is a violation of these Terms and should be reported to support@tilochat.com.

5. Your account

You are responsible for keeping your account credentials confidential and for all activity that occurs under your account. You must notify us immediately at support@tilochat.com if you suspect any unauthorised use of your account.

6. Credits and payments

Access to messaging features requires you to purchase prepaid credits ("Credits"). Each Credit entitles you to send one message to a Character. Credits are non-transferable, have no cash value outside the Service, and cannot be exchanged for cash except as expressly set out in our Refund Policy.

Credits are currently offered in the following packs: Taster (£4.99 for 10 Credits), Starter (£9.99 for 25 Credits), Regular (£24.99 for 70 Credits) and Big Spender (£49.99 for 150 Credits). Pack contents and prices may change from time to time; the price shown at the time of purchase is the price you pay.

All Credit purchases are one-off, Tilo does not offer subscriptions or auto-renewing charges. Prices are displayed in GBP and include UK VAT where applicable; your payment processor may convert to your local currency at checkout.

7. Prohibited content and conduct

The following content and conduct is strictly prohibited on Tilo, both in messages you send and in messages you request, encourage or attempt to elicit from a Character. Breach of any of these rules may result in immediate account termination, permanent ban, reversal of unused Credits, and, where appropriate, referral to UK law enforcement or the relevant authority in your jurisdiction.

7.1 Content that sexualises or endangers children

Tilo has a zero-tolerance policy for any content that sexualises, depicts or relates to minors. You must not send, request, describe, allude to, or attempt to generate:

• child sexual abuse material ("CSAM") in any form, real or fictional, including text descriptions, illustrations, AI-generated imagery, or roleplay;
• any sexual, romantic or suggestive content involving a person under the age of 18, or any character described or implied to be under 18;
• any content that grooms, normalises, or otherwise facilitates the sexual exploitation of minors;
• any roleplay scenario, "school" setting, age-play, or framing device that has the effect of sexualising a minor character.

Any breach of section 7.1 will result in immediate, permanent account termination without noticeand reporting to the UK Internet Watch Foundation, the National Center for Missing & Exploited Children (NCMEC), and any other relevant authority. Credits associated with the terminated account are forfeited and not refunded in these circumstances.

7.2 Sexual violence, exploitation and non-consent

You must not send, request, or attempt to elicit content depicting or glorifying:

• rape or any non-consensual sexual act;
• coercion, blackmail, threats or any other form of pressure to obtain sexual or romantic engagement;
• human trafficking, sex trafficking, or the procurement of any person for prostitution or sexual services;
• prostitution, escorting, or the solicitation or offering of sexual services for money or other consideration;
• incest or sexual activity between family members;
• bestiality or any sexual activity involving animals.

7.3 Illegal activity, fraud and abuse

You must not use the Service to:

• break any law or regulation applicable to you or to Tilo;
• plan, facilitate, promote or glorify any illegal activity, including (without limitation) the supply of illegal drugs or weapons, terrorism, money laundering, sanctions evasion or organised crime;
• commit fraud, identity theft, or financial deception, including chargeback abuse and friendly-fraud chargebacks against Tilo;
• attempt to use stolen, unauthorised, or otherwise illegitimate payment instruments;
• harass, threaten, stalk, defame, dox or abuse any Writer, employee, contractor, or other person, whether through Tilo or otherwise;
• upload or transmit malware, viruses, exploits, or harmful code;
• scrape, mirror, frame, or otherwise extract data from the Service, including Character content, photographs, or message history;
• attempt to gain unauthorised access to the Service, to other users' accounts, or to any related systems or infrastructure.

7.4 Impersonation and contact-detail policies

Tilo is an entertainment service operated by Writers in the role of fictional characters. To protect both you and our Writers, the following rules apply at all times:

• you must not impersonate any real person, public figure, celebrity, child, or any specific identifiable individual, and you must not request that a Character impersonate any such person;
• you must not misrepresent your age, identity, location or other personal details when signing up or during conversations;
• you must not share, exchange, or attempt to obtain real contact details — including phone numbers, email addresses, home or work addresses, social-media handles, messenger IDs (WhatsApp, Telegram, Signal, etc.), or video-call links — with or from a Character;
• you must not arrange, propose, or attempt to arrange any in-person meeting with a Character or with a Writer;
• you must not propose, solicit, send or accept any payment, gift, tip, cryptocurrency, gift card, or other consideration outside of the Tilo platform. All transactions with Tilo must go through the official credit-purchase flow inside the Service;
• images, photographs, video, audio recordings, and other media files cannot be exchanged inside Tilo — the Service is text-only and any attempt to circumvent this is a breach of these Terms;
• you must not resell, sublicense, share or redistribute access to your Tilo account, or to the Service generally.

7.5 AI, automation and personal information

Character photographs are AI-generated likenesses created by Tilo. Tilo does not use AI or any automated system to impersonate any real, identifiable person— the people you see in Character photos are not real and are not based on the likeness of any specific individual. Replies sent to you from a Character are written by Tilo's Writers in the voice of that Character.

Tilo will never ask you for personal information through chat.A Character will never legitimately ask you for your real name, home address, date of birth, bank details, payment-card numbers, passwords, two-factor codes, government ID numbers, social-security or national-insurance numbers, or any other sensitive personal information. Any account or message claiming to be a Character, employee, or administrator and asking you for any of the above is fraudulent — do not respond, and report it immediately to support@tilochat.com.

8. Account suspension, termination and credit refunds

We may suspend or terminate your account at any time where we reasonably believe you have breached these Terms or applicable law. The following circumstances will result in immediate account suspension and a refund of remaining unused Credits to the original payment method (subject to fraud and compliance checks):

• Underage concerns — where we reasonably believe an account holder is, or may be, under the age of 18;
• Fraud — including identity fraud, account takeover, use of stolen payment instruments, or coordinated abuse of promotions or bonus credits;
• Illegal activity — any use of the Service in connection with an offence under UK law or the law of your jurisdiction;
• Abusive behaviour — sustained harassment, threats, hate speech, or targeted abuse directed at Writers, staff, or other users;
• Chargeback abuse — raising a chargeback against Tilo without first contacting our support team and without legitimate grounds, including "friendly fraud" chargebacks where the Service was used as intended;
• Payment fraud — any deceptive or unauthorised use of payment instruments in connection with the Service.

Where the breach falls under section 7.1 (content sexualising minors), the account will be permanently terminated and Credits will be forfeited, not refunded, and the incident will be reported to the relevant authorities.

Refunds processed under this section are issued at our discretion and may take up to 14 working days to appear on the original payment method. We may withhold a refund where we reasonably believe the request is itself fraudulent, or where applicable law or compliance obligations require us to do so.

9. Content from Characters, limitations

Messages from Characters are written by Tilo Writers in the role of fictional characters. They may occasionally be inconsistent or out of character, and you should treat them as part of an entertainment experience. Writers are not qualified to give legal, medical, financial, psychological or any other professional advice. If you are in distress, please contact a qualified professional or, in an emergency, your local emergency services.

10. Intellectual property

All Service content, including software, design, text, graphics, Characters and AI-generated likenesses, is owned by Tilo or our licensors. You receive a limited, personal, non-transferable, revocable licence to use the Service for personal, non-commercial entertainment purposes only.

11. Termination

You may stop using the Service and request account deletion at any time. We may suspend or terminate your access if we reasonably believe you have breached these Terms.

12. Disclaimers

The Service is provided "as is" and "as available" without warranties of any kind, whether express or implied.

13. Limitation of liability

To the maximum extent permitted by law, Tilo will not be liable for any indirect, incidental, special, consequential or punitive damages. Our total liability to you for any claim arising out of or relating to these Terms or the Service will not exceed the amount you paid us in the twelve (12) months preceding the event giving rise to the claim, or £100 GBP, whichever is greater.

14. Changes to the Service or Terms

We may modify the Service or these Terms from time to time. If we make material changes, we will give reasonable notice. Continued use of the Service after the changes take effect constitutes acceptance of the revised Terms.

15. Governing law

These Terms are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any dispute, except where mandatory consumer-protection laws give you the right to bring proceedings in your country of residence.

16. Contact

Questions about these Terms? Email support@tilochat.com or call 0330 880 6071 (Mon–Fri, 9am–6pm UK time).