Terms of Service

Who we are and what these Terms cover

CamVue is a service for the long-term storage of security camera footage. It is run by SiteVue AI, Inc., a Delaware corporation (“SiteVue,” “we,” “us”). Our mailing address is 318 Seaboard Ln, Suite 110, Franklin, TN 37067. CamVue is available at camvue.net and at each customer’s own workspace address.

These Terms are a contract between SiteVue and the business or organization that creates a workspace (“you” or “Customer”). If you accept these Terms for an organization, you promise that you have authority to bind it.

These Terms include our Privacy Policy, our Acceptable Use Policy, and our Processing Terms, which are part of this agreement. By creating a workspace, signing in, or uploading footage, you accept these Terms. If these Terms and the Privacy Policy differ about how we use Customer Content, the narrower use controls.

Business use only

CamVue is for businesses and other organizations in the United States. It is not for consumers or for personal or household use, including monitoring a home. You promise that you are a business or organization, that you are not a consumer, and that your footage was recorded in the United States. We may end service to a customer that is not. You must be at least 18 years old to use CamVue. You promise that you are not a person or organization that is barred from receiving U.S. services under sanctions or export laws, and that you will not use CamVue for anyone who is, or in a place that is.

What CamVue is not for

Do not upload footage that contains protected health information that we would hold for a covered entity or business associate under HIPAA, payment card data, criminal justice information that requires a CJIS agreement, education records that you treat as FERPA records, or export-controlled or classified material. We do not sign business associate agreements, CJIS addenda, or data processing agreements other than our Processing Terms. We may suspend a workspace that holds this kind of footage, subject to the preservation rules below.

Accounts and workspaces

Each customer organization gets a workspace at its own subdomain, such as yourteam.camvue.net. The person who creates the workspace is its first owner. Owners can invite admins and members and can remove them. The organization, not the individual, owns the workspace and may name a new owner when the first one leaves. If you need help with that, email legal@camvue.net.

• Passkeys. People sign in with passkeys (WebAuthn). We store only the public key and credential identifiers for each passkey. The fingerprint or face template a device uses to unlock a passkey never leaves the device, and we never receive it.
• Workspace FTP logins. Cameras and recorders upload with workspace FTP logins. A login is a username and a password. It is not a passkey. We store what we need to check it. A login can add files to your workspace’s upload folder. It cannot download or delete files. You can add more than one login and revoke any of them.
• Email. We use email addresses to verify accounts, send invitations, help with account recovery, and send service notices. Account recovery sends a one-time link to the person’s verified email address that lets them add a new passkey, so anyone who controls that mailbox can recover the account. Keep your contact details current and your mailboxes secure.
• Your people. You are responsible for everything done in your workspace, including by people you invite and by anything that uploads with your FTP logins. Give access only to people who need it, and remove it when they leave. Tell us promptly if you think a passkey, an FTP login, or an account has been compromised.
• Accurate information. Give us true and complete information when you sign up and keep it up to date.

The service and how footage is processed

You upload recordings to your workspace. You can upload from your browser, or over FTP, FTPS, or SFTP to ftp.camvue.net using your workspace’s logins, including automatic uploads from cameras and network video recorders (NVRs). Anything uploaded with those logins is treated as your footage. Each new camera or NVR channel we detect in those uploads is added to your workspace as a camera and is billed, as described under “Plans, billing, and cancellation.” We may add, change, or remove features. If we remove a feature you pay for, we will tell you in advance and treat it as a change under “Changes to these Terms.”

For each recording we:

• read its metadata, such as duration and resolution, and compute a checksum;
• record the metadata embedded in the file by the camera or recorder, which can include capture time, GPS location, and device details;
• make a poster image; and
• re-encode the recording into a compressed H.265 (HEVC) archive. If the original has an audio track, the archive keeps it, re-encoded to AAC at 64 kb/s.

Until an archive passes the check, the recording shows as pending in your workspace. If the check fails, we keep the original. You can download an archive at any time after it is ready, as an H.265 video file. Downloads are included in your price. Many modern players play H.265. Some browsers and older players do not, and we do not promise that your player can play it. If you need another format, keep the original or convert the download. An H.264 download is not part of the service today.

We may use automated systems, including artificial intelligence, to compress your footage and to provide additional features. We may use AI to compress your footage and to provide additional features. We don’t use your footage to train AI models. CamVue does not run facial recognition and does not create faceprints, voiceprints, or other biometric identifiers or templates from footage.

Your content and what we do with it

“Customer Content” means the recordings you upload and everything derived from them or attached to them, including archives, poster images, metadata, camera and site names, and any other data you put in the service.

You own your Customer Content. We do not claim ownership of it. You give us a limited license to host, copy, process, and analyze it, only as needed to provide, secure, and support CamVue for you, and to comply with the law. This includes compressing it, verifying it, storing it, returning it to you, and deleting it. We may share it only with the subprocessors described in our Processing Terms, for the tasks we hire them for. The license ends when we delete the Customer Content.

For hosting, compression, verification, storage, retrieval, and deletion of Customer Content, we act as your service provider or processor, under the terms in our Processing Terms. We will not use Customer Content for our own purposes, and we will not combine it with other customers’ content except as needed to run the service for all customers.

We may use aggregated or de-identified information about the service, such as storage volumes and performance, for any business purpose. It does not include footage.

If you send us feedback or suggestions, we may use them without restriction or payment. This does not apply to Customer Content that you include in a message to us.

Your responsibilities for footage

Recording people has legal rules. You are responsible for following them. In particular, you are responsible for:

• recording lawfully, including posting signs or giving notice to employees and visitors where required, getting any needed consent, and following laws on audio recording, workplace monitoring, and areas where people expect privacy;
• audio. Do not upload audio unless the law of the place where it was recorded, and any other law that applies to the conversation, allows it. Several states require every party to a conversation to consent. If you are not sure, turn off camera audio before upload. We do not review uploads for consent. If an archive contains audio, it is because the file you uploaded did;
• having the rights needed to record, and to upload, store, and compress every recording;
• keeping your FTP logins secret and choosing FTPS or SFTP where your device supports it;
• responding to requests from people who appear in your footage, such as requests to access or delete it; and
• deciding who in your organization may view, download, or delete footage.

You must not use CamVue to identify a person from their face, voice, or body, and you must not ask us to. If you need biometric processing, do not use CamVue for it. A person who appears in footage may be able to ask you for a copy. We will not give footage to someone just because they appear in it. We will pass the request to you, unless you instruct us otherwise or the law requires us to.

If you want a sentence for a sign or a workplace notice, you can use this one: “Video and audio may be recorded here and stored for a limited time by a cloud storage service provider.” You are responsible for the notice you give.

For footage, we process Customer Content on your behalf and under your instructions, as the Processing Terms describe. We will reasonably help you respond to requests from individuals, if you ask. We may charge a fee for help that takes unusual effort.

Retention, deletion, and your own copies

Each workspace has a retention plan, which applies to all its cameras: keep until deleted, 12 months, or 24 months. On the keep-until-deleted plan, footage is kept until you delete it, for as long as the subscription lasts. On the 12- and 24-month plans, footage is kept for 12 or 24 months on a rolling basis. New uploads are kept for the longest period your plan allows unless you choose a shorter default. You can set a shorter retention period for a recording, or delete recordings sooner. Retention choices for a recording are 30, 90, 365, or 730 days, or until deleted. 730 days is not available on the 12-month plan, and until deleted is available only on the keep-until-deleted plan.

The retention clock starts when CamVue accepts a file, not from a timestamp in the file. When footage reaches the end of its retention period, or when you delete it, we delete it on schedule. Expired or deleted footage cannot be recovered. It is removed from the systems we use to provide the service, including replicated copies. We do not keep a restorable backup.

We store footage in the United States, on encrypted storage kept in more than one data center. That is live replication, not a backup. We do not keep a separate backup of footage, and we cannot restore footage after it is deleted.

Shortening a retention setting asks for confirmation first, because footage that has passed the new period will be deleted. Once you confirm, we are not responsible for footage deleted under your settings or instructions, including deletion by anyone with access to your workspace.

Moving to a plan with a shorter retention period also asks for confirmation first. When the change takes effect, recordings kept longer than the new plan allows are cut back to its retention period, counted from when CamVue accepted them, and are deleted no sooner than 30 days after the change.

Your own copies, and holds

CamVue is a storage service. It is not a substitute for your own duty to preserve evidence, and we are not your evidence custodian. If you are under a litigation hold, a preservation order, an investigation, or any other duty to keep records, you are responsible for keeping the footage you need, including full-quality originals, in your own systems. If a recording may be evidence, may be subject to a hold, or if you care about full quality or audio, keep your own original. If you are under a hold now, do not rely on CamVue to keep originals, because we delete them after the check.

We do not monitor your holds. If you need us to pause deletion of archives, email legal@camvue.net before the footage is deleted, with enough detail for us to find the recordings. We have no duty to preserve until we confirm your notice in writing. A hold request must reach us before deletion, because we cannot restore what is already gone. We may charge a fee for holds that last more than 90 days. A confirmed hold applies to archives. It does not mean we keep originals, and we may not be able to hold an original that has already passed the check.

A court order, a request we are required to honor under 18 U.S.C. § 2703(f), and a legal duty to preserve material we report under 18 U.S.C. § 2258A override ordinary deletion, refund, and “cannot be recovered” language in these Terms and the Privacy Policy.

Plans, billing, and cancellation

Prices and cameras

We charge a fixed monthly price per camera. The price depends on the camera’s resolution tier (up to 1080p, up to 4K, or up to 12 MP) and on the workspace’s retention plan (keep until deleted, 12 months, or 24 months), for a camera recording at up to 30 frames per second. Current prices are in the pricing section. The keep-until-deleted plan is billed monthly. On the 12- and 24-month plans, paying a year or more in advance gets the base price, and paying month to month adds 20%. A 24-month plan can also be billed every two years. Cameras above 12 MP or 30 frames per second are priced on request. Until we set a custom price, a camera above 12 MP or 30 frames per second is charged the 12 MP price.

A camera becomes billable once one of its recordings is archived. Each new camera or NVR channel we detect in an FTP upload is added and billed automatically, with no second confirmation. We add up to 64 new cameras per workspace per day. Further new cameras wait, and their files are kept and added once the limit allows, and we email the workspace owner. Check the camera count in your workspace before you point a recorder at your FTP login. You can rename cameras, point a recorder’s channel at an existing camera, and delete a camera, which deletes its footage and stops its charge.

Free trial

Every new workspace gets a free trial of 14 days, starting when the workspace is created. We do not ask for a card to start the trial. Until a payment method is added to the workspace, it can have up to 10 cameras. Files sent by FTP from further cameras are held, and added once a payment method is added. You can choose a plan and add a payment method at any time during the trial. We do not charge you until the trial ends. Then the plan’s regular price applies, for the billing period you chose (monthly, yearly, or two years), and we bill it at the end of the trial.

If the trial ends and the workspace has no plan, uploads stop. Footage already uploaded is kept, and you can still view and download it until you delete it or the workspace. Files a camera sends by FTP after the trial ends are held for 7 days after the trial ends. From then on, held files that are older than 7 days are discarded unless a plan starts. If you choose a plan after the trial has ended, billing starts at once and we import the files we are holding. If we ever change how long we keep footage from a trial that ended without a plan, we will email the workspace’s owners at least 30 days before deleting any of it.

Each workspace gets one free trial. A workspace that has had a plan does not get another.

Promo codes

A promo code gives the discount it states off your plan’s price, for 12 months from when it is applied. After 12 months, your plan’s regular price applies. A code may be limited to a number of uses, an expiry date, or both. A workspace can have one promo code at a time, and codes cannot be combined. A code has no cash value and cannot be exchanged for a refund. We may stop a code before its limits are reached. That does not remove a discount already applied to your plan.

Payment

Payments are handled by a third-party payment processor. We do not store your card numbers. You authorize us and our processor to charge your payment method for all fees, including renewals. Fees do not include sales, use, VAT, or similar taxes. You pay those taxes, and we will add them when the law requires.

Renewal

• Monthly plans renew every month until you cancel.
• Yearly plans renew for another year until you cancel.
• Two-year plans renew for one year at a time after the first two years, unless you cancel. We will not renew a two-year plan for another two years.

We will email the workspace owner at least 30 days before a yearly or two-year plan renews, with the date, the price, and how to cancel.

Cancellation

You can cancel at any time in the billing portal that you open from your workspace, or by emailing us at legal@camvue.net. Cancelling stops the next charge. Your service continues until the end of the period you have already paid for. Then your data is handled as described under “Ending the relationship.”

Refunds

• If you buy a prepaid term and ask for a refund within 30 days of the first payment, we will refund it in full.
• Renewals are not refundable, and we do not give partial refunds for unused time in a period you have already paid for. The exceptions are in this section and where the law requires a refund.
• If we end your service for reasons other than your breach or non-payment, or if you cancel because of a change under “Changes to these Terms,” we will refund the prepaid fees for the time remaining.
• If a camera was added automatically and you did not want it, email us within 15 days of our notice. We will reverse that camera’s charges and delete what it uploaded, unless you download it first.

Price changes

We may change prices. We will give you at least 60 days’ notice before a price change applies to a prepaid renewal, and at least 30 days’ notice for monthly plans. We will not change the price for a period you have already paid for. If you do not accept a new price, cancel before it takes effect.

Late or failed payment

If a payment fails, we will notify you and try again. If a payment is more than 10 days past due, we pause new uploads. FTP uploads that arrive while uploads are paused are kept and added once you pay. Downloads stay available. We may charge simple interest on overdue amounts at the lower of 1% a month or the highest rate the law allows.

Acceptable use and suspension

You must follow the Acceptable Use Policy. We may remove content, or suspend or end access to a workspace or user, if we reasonably believe it breaks the Acceptable Use Policy, breaks the law, puts the service or other customers at risk, or exposes us to legal liability. Where practical, we will tell you why and give you a chance to fix the problem first. We will act immediately, without notice, when needed to stop serious harm, such as illegal content or an active security threat, or when the law requires. Suspending or disabling content does not mean deleting it. Except for child sexual abuse material and content the law requires us not to return, we will generally disable access rather than delete, and we will tell the workspace owner, unless a court or the law tells us otherwise.

Privacy and security

Our Privacy Policy explains what personal information we handle and why. We use access controls and the safeguards described here. We do not hold ourselves out as meeting any particular security certification, and we do not offer an uptime commitment or service level agreement.

• Storage. We store footage in the United States, on encrypted storage kept in more than one data center. That is live replication, not a backup. We do not keep a separate backup of footage, and we cannot restore footage after it is deleted.
• Encryption. We encrypt footage at rest. We encrypt browser uploads and sign-in in transit, and uploads over FTPS and SFTP are encrypted in transit. Plain FTP is not: it sends the login and the video unencrypted. We offer it only because most cameras support nothing else.
• Breaches. If we confirm unauthorized access to Customer Content or to account or FTP logins, we will notify the workspace owner without undue delay, and in any event within 72 hours after we confirm it, unless law enforcement asks us to delay. The notice will say what happened, what data was involved, what we know, and what we are doing about it. For footage and its metadata, you are responsible for notifying the people shown or recorded, and the regulators who must hear from the business that decided to record. We will help with one ordinary notice at no extra charge. We notify regulators ourselves for personal information we hold as the business, such as workspace account information. We do not promise that encryption makes notice unnecessary. Our encryption at rest uses keys that we manage.

No system is completely secure, and we cannot guarantee that Customer Content will never be lost, accessed, or disclosed without authorization.

Who can see your footage

Customer Content is your confidential information. We may access it only to provide and secure the service, to comply with the law, or with your permission. We do not browse footage out of curiosity. Access is limited to people at SiteVue who need it for those purposes, and they are bound by confidentiality. Our administrative console can manage workspaces and people but does not show recordings. Our subprocessors may store and process footage only for the task we hired them for, and may not use it for their own purposes or to train models.

Legal requests and preservation

We do not disclose the contents of Customer Content, including recordings, audio, poster images, and extracted location, unless we have your documented instruction, or legal process that we have determined is sufficient for content under the Stored Communications Act (18 U.S.C. §§ 2701–2712). We do not treat a subpoena, by itself, as sufficient for content. We may disclose non-content account information, such as the subscriber’s name, billing contact, plan, and payment records, where that Act allows it on lesser process.

Unless the law, a court, or a true emergency prevents us, we will tell you before we disclose your content, in time for you to seek protection. We will disclose only what the request requires. We may disclose information in an emergency when we believe in good faith that the law allows it because of danger of death or serious physical injury, and only what that emergency needs. We will preserve records when we receive a request that 18 U.S.C. § 2703(f) requires us to honor, even if our ordinary retention and deletion would remove them. Nothing in these Terms requires us to disclose information in a way that would violate federal law, or to refuse a disclosure that the law compels.

If we have actual knowledge of apparent child sexual abuse material, we will report it to the National Center for Missing & Exploited Children (NCMEC) as 18 U.S.C. § 2258A requires, and we will preserve the material and the related information for the period that statute requires, despite any other deletion, retention, or refund term. We do not promise to scan uploads. Customers must not upload this material, and we may suspend a workspace immediately and without notice.

Copyright complaints

If you believe content on CamVue infringes your copyright, send a notice with the information that 17 U.S.C. § 512(c)(3) requires to our designated agent: Copyright Agent, SiteVue AI, Inc., 318 Seaboard Ln, Suite 110, Franklin, TN 37067, legal@camvue.net. We will remove or disable material that we conclude is infringing, and we will end the accounts of repeat infringers in appropriate circumstances. If you believe a removal was a mistake, you may send a counter-notice that meets 17 U.S.C. § 512(g).

Our property

SiteVue owns the service, including its software, design, and trademarks. Subject to these Terms, we give you a limited, non-exclusive, non-transferable, revocable right to use CamVue for your internal business purposes while you have an active account. You may not copy, resell, or reverse engineer the service, except as the law allows.

Our promises and disclaimers

We promise only what these Terms say we do: to use commercially reasonable efforts to store archives that passed our check for the retention period you have paid for, to delete originals only after that check, and to apply the security measures we describe. We do not promise uninterrupted service, forensic quality, or that any detail will survive compression.

To the fullest extent the law allows, we disclaim all other warranties, express, implied, or statutory, including merchantability, fitness for a particular purpose, title, and non-infringement. Lossy archives are not originals. We do not warrant that a face, license plate, small object, or spoken word will remain visible or audible, or that an archive will be admissible or sufficient for any legal, insurance, employment, or security purpose.

If we lose or corrupt an archive because of our breach, your sole remedy is a refund of the fees you paid us for that camera for the three months before the loss. We are not liable for the underlying incident the camera recorded, for lost evidence, or for what a court or insurer does with the footage.

We are not responsible for footage deleted under your retention settings or at your direction or the direction of anyone with access to your workspace. Some places do not allow some of these disclaimers, so some may not apply to you.

Limitation of liability

To the fullest extent the law allows, we are not liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, revenue, goodwill, or business interruption, even if advised of the possibility.

Our total liability for all claims arising out of the service or these Terms will not exceed the fees you paid us in the 12 months before the event giving rise to the claim.

These limits apply to every theory, including contract, tort, and strict liability. They do not limit liability that the law of the governing state says cannot be limited, including fraud, willful misconduct, and, where required, gross negligence, or a statutory claim that cannot be waived. They do not limit your duty to pay fees. Some states do not allow some of these limits, so they may not apply to you.

Indemnity

You will defend and indemnify SiteVue, its affiliates, and their officers, employees, and agents against claims, losses, damages, and expenses (including reasonable attorneys’ fees) that arise from third-party claims relating to: the way you recorded your Customer Content and your right to record, upload, and have us store and compress it; your breach of these Terms or the Acceptable Use Policy; or your violation of law. You have no duty under this section for a claim caused by our breach of these Terms, our violation of law, or our use of Customer Content outside the role you authorized. We will tell you about the claim promptly, let you control its defense and settlement (but you may not settle in a way that admits fault for us or imposes obligations on us without our consent), and reasonably cooperate at your expense.

Ending the relationship

You may stop using CamVue and cancel at any time. We may end your access if you materially breach these Terms and do not fix the breach within 10 days of our notice, if we are required by law to do so, if we stop offering the service (with at least 60 days’ notice and a refund of prepaid fees for time remaining), or immediately as described under “Acceptable use and suspension.”

When your subscription ends, for any reason, your workspace stays available for download only for 30 days. During that time existing admins can download archives and can delete footage, but cannot upload. We email the workspace owner 30, 7, and 1 days before deletion. After 30 days we delete your Customer Content, and we delete your account information, except what we must keep by law. Deleted footage cannot be recovered, and we do not keep a restorable backup. If we end your service for your breach, we may shorten the download period when needed to prevent harm or when the law requires. A confirmed hold, a legal preservation duty, or an unpaid invoice can pause deletion. No license to train on your content continues after the end of the subscription, because we never receive one. Sections that by their nature should continue after termination do continue, including disclaimers, limits on liability, indemnity, and dispute terms.

Disputes and governing law

These Terms are governed by the laws of the State of Delaware, without regard to its conflict-of-laws rules. This choice of law does not deprive anyone of a statute in their own state that cannot be waived.

Talk to us first

If you have a dispute with us, please first email legal@camvue.net with the details and give us 30 days to try to resolve it informally. This does not apply to a request for urgent injunctive relief.

Changes to these Terms

We may update these Terms. For material changes, we will give you at least 30 days’ notice by email to the workspace owner or by a notice in your workspace, before they take effect. Other changes take effect when we post them. If you keep using CamVue after a change takes effect, you accept the new Terms. If you do not accept a material change, you may cancel before it takes effect and receive a refund of prepaid fees for the time remaining.

A change that newly allows training on footage, biometric processing, a new category of recipients, or any other materially different use of footage already uploaded does not apply to that footage unless the workspace owner affirmatively accepts it. Continuing to use CamVue is not acceptance of that kind of change. Until you accept, we keep processing that footage only under the terms in effect when it was uploaded, or we delete it if you cancel.

General

• Entire agreement. These Terms, the Privacy Policy, the Acceptable Use Policy, and the Processing Terms are our whole agreement about CamVue. If you have a signed order form or agreement with us, it controls if it conflicts with these Terms.
• Assignment. You may not assign these Terms without our consent. We may assign them in a merger, acquisition, or sale of assets, or to an affiliate.
• Severability and waiver. If a part of these Terms cannot be enforced, the rest still applies. Not enforcing a part is not a waiver of it.
• Force majeure. Neither of us is liable for delays or failures caused by events beyond our reasonable control.
• Notices. We may give notices by email or through your workspace. You may give notices to legal@camvue.net.
• No third-party beneficiaries. Only you and we may enforce these Terms.

Contact us

Questions about these Terms? Email legal@camvue.net, or write to SiteVue AI, Inc., 318 Seaboard Ln, Suite 110, Franklin, TN 37067.