Terms of Use

These Terms of Use ("Terms") constitute a legally binding agreement between you ("Customer," "you," or "your") and Tidalpeak Labs Private Limited ("Tidalpeak Labs," "Raph," "we," "us," or "our"), a company incorporated under the laws of India with its registered office at Collab Space, Near Babai Tiffins, 19th Main Rd, 4th Sector, HSR Layout, Bengaluru, Karnataka 560102, India. By accessing or using the Raph platform and services available at tryraph.com, you agree to be bound by these Terms.

1. Service Description

Tidalpeak Labs Private Limited, operating under the brand name Raph, provides an AI copilot platform for property and casualty (P&C) insurance claims operations. Raph automates the operational work of claims intake, document ingestion, coverage verification, reserves, external data enrichment, three-point contact, medical record processing, and related claims handling activities. In the course of providing these services, Raph reads, processes, and stores claim-related data on behalf of its customers (P&C carriers, MGAs, TPAs, and self-insured organisations), including but not limited to First Notice of Loss (FNOL) documents, ACORD forms, claimant and insured PII/PHI, policy and endorsement data, medical records, call recordings and transcripts, and related claim file information.

1.1. Software Access. Depending on your plan, you may use the Raph platform directly through its web interface, or Raph may operate inside your existing claims platform (Guidewire ClaimCenter, Duck Creek Claims, Sapiens IDITSuite, Origami Risk, Majesco, Insurity, or your in-house system) with bidirectional integration.

1.2. Integrations. Raph integrates with your existing systems, including but not limited to your claims platform, policy administration system, external data partners (ISO ClaimSearch, LexisNexis CLUE, MVR providers, weather and geocoding APIs), document management systems, telephony, and email. These integrations enable Raph to ingest claim documents, post updates, and surface insights to adjusters.

1.3. Scope of Services. Our services include FNOL intake automation, coverage verification, initial reserve setting, external data enrichment, three-point contact orchestration, medical record reading and chronology building, bill review support, severity scoring, subrogation identification, and related claims operations services as described in your order form or service agreement.

1.4. Managed Services. Where applicable, our claims domain experts may review high-confidence model outputs, tune intake on historical samples during onboarding, and assist with platform configuration. Routine claim actions executed by Raph are logged with source documents, confidence scores, and reasoning trails for supervisor review.

1.5. Communication Channels.Raph may communicate with customers regarding service updates, account matters, and support via email. Outbound contact attempts to insureds, claimants, and witnesses initiated by Raph on the customer's behalf occur via voice, SMS, and email as configured by the customer, subject to applicable call-recording and consent requirements.

2. Billing and Payments

2.1. Subscription Basis. Raph operates on a subscription basis governed by an order form or service agreement. Services commence on the effective date set forth in your order form or, where applicable, upon receipt and confirmation of payment.

2.2. Billing Cycle. The default billing cycle is annual, invoiced in advance. Monthly and multi-year billing options may be available and may include applicable discounts as communicated at the time of subscription.

2.3. Late Payment. If payment is not received within fourteen (14) days of the invoice due date, Raph reserves the right to suspend services and revoke access to the platform until payment is received in full.

2.4. Taxes. All fees are exclusive of applicable taxes, duties, withholdings, and government levies unless stated otherwise. You are responsible for any such amounts applicable to the services.

3. Customer Obligations

3.1. Accurate Data. You agree to provide accurate, complete, and timely data and access required for Raph to perform its services. This includes access to your claims platform, policy administration system, document management system, telephony platform, and any other systems contemplated by the order form.

3.2. Access Credentials. You are responsible for maintaining the security of your account credentials, API keys, OAuth tokens, and access tokens for any integrated platforms. You must promptly notify Raph if you become aware of any unauthorised access.

3.3. Compliance with Laws. You agree to comply with all applicable laws, regulations, and statutory requirements relevant to your business operations, including state insurance regulations, HIPAA (where applicable), the Gramm-Leach-Bliley Act, and state-specific claims handling requirements.

3.4. Cooperation. You agree to cooperate with Raph in a timely manner, including responding to onboarding queries, providing access to historical claim samples during configuration, providing requested clarifications, and approving model outputs where human-in-the-loop review is configured.

3.5. Authorised Use.You will not use Raph for any unlawful purpose, attempt to bypass authentication controls, attempt to extract or reverse-engineer the platform's proprietary algorithms, or use the platform to process data you are not authorised to process.

4. Limitation of Liability

4.1. Service Accuracy. While Raph employs domain-trained models, supervisor review controls, and confidence-score thresholds, Raph shall not be held liable for errors, regulatory penalties, bad-faith findings, or adverse outcomes arising from incorrect, incomplete, or delayed data provided by you, your insureds, your claimants, or your integrated systems. The customer retains final authority and responsibility over claims handling decisions.

4.2. Liability Cap.In no event shall Raph's total aggregate liability to you, arising out of or in connection with these Terms or the services, exceed the total fees paid by you to Raph in the twelve (12) months immediately preceding the event giving rise to the claim.

4.3. Exclusion of Damages. To the maximum extent permitted by applicable law, Raph shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of revenue, loss of data, bad-faith exposure, regulatory penalties, or business interruption, regardless of the cause of action or theory of liability.

4.4. Human Review.Where Raph's outputs are configured for auto-posting without human review, the customer remains responsible for setting and approving that configuration. Where outputs are routed for human review, the customer's adjuster or supervisor approval is the controlling action.

5. Data Privacy and Security

5.1. Data Storage.Raph stores customer claim data on Amazon Web Services (AWS) infrastructure in US regions. All data processing occurs on Raph's controlled infrastructure.

5.2. No AI Training on Customer Data. Raph does not use customer data, claim records, or PHI to train its AI models. Customer data is used solely for the purpose of delivering the services described in these Terms.

5.3. Encryption and Security. Raph employs industry-standard encryption and access control practices. All data is encrypted both in transit (TLS 1.2+) and at rest. Raph is built to align with SOC 2 Type II controls and HIPAA technical, physical, and administrative safeguards.

5.4. Data Isolation.Customer data is logically isolated on a per-customer basis. No customer's data is accessible to or shared with any other customer.

5.5. Privacy Policy. The collection, use, and protection of personal data is further described in our Privacy Policy at tryraph.com/privacy.

6. Intellectual Property

6.1. Ownership. All software, AI models, algorithms, processes, workflows, documentation, and other intellectual property associated with the Raph platform are and shall remain the exclusive property of Tidalpeak Labs Private Limited.

6.2. License. Subject to these Terms and payment of applicable fees, Raph grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Raph platform for your internal business purposes.

6.3. Restrictions. You may not copy, modify, distribute, sell, lease, reverse engineer, decompile, or disassemble any part of the Raph platform, nor may you create derivative works based on the platform.

6.4. Customer Data. As between Raph and the customer, the customer retains all rights, title, and interest in and to its claim records, customer data, and any output generated specifically for the customer based on its data.

7. Third-Party Integrations

7.1. Third-Party Services. Raph integrates with various third-party services, including but not limited to claims platforms (Guidewire, Duck Creek, Sapiens, Origami, Majesco, Insurity), external data partners (ISO ClaimSearch, LexisNexis CLUE), telephony providers, and AI model providers. These integrations are provided to enable the service.

7.2. No Responsibility for Third Parties.Raph is not responsible for the availability, accuracy, or performance of any third-party service. Outages, data discrepancies, or service interruptions caused by third-party platforms are beyond Raph's control.

7.3. Third-Party Terms. Your use of third-party integrations may be subject to the terms and conditions of those third-party providers. You are responsible for reviewing and complying with such terms.

8. Confidentiality

8.1. Mutual Obligation. Both parties agree to maintain the confidentiality of any proprietary or sensitive information disclosed during the course of the engagement. This includes, but is not limited to, claim file data, PII, PHI, business strategies, claims handling practices, technical specifications, and pricing information.

8.2. Permitted Disclosures. Confidential information may be disclosed where required by law, regulation, court order, or subpoena, provided the disclosing party gives the other party reasonable prior notice where legally permissible.

8.3. Survival. The confidentiality obligations under this section shall survive the termination or expiry of these Terms for a period of three (3) years, except that PHI and PII confidentiality obligations shall survive indefinitely.

9. Termination

9.1. Customer-Initiated Termination.You may terminate your use of Raph's services by providing at least thirty (30) days written notice. Termination requests should be sent to vivek@tryraph.com or info@tidalpeaklabs.com.

9.2. Billing on Termination. You are required to pay for the full billing period in which the termination takes effect. No pro-rated refunds will be issued for partial periods unless explicitly set forth in the order form.

9.3. Data Export. Following termination, you will have a period of thirty (30) days to export your data from the Raph platform. Raph will provide reasonable assistance in facilitating data export during this period.

9.4. Data Deletion.After the thirty (30) day export window, all customer data will be permanently deleted from Raph's servers, except where retention is required under applicable law. Certain claim records may need to be retained for periods specified by state insurance retention requirements (typically 3 to 10 years depending on jurisdiction and claim type) or by the terms of your service agreement.

9.5. Termination by Raph. Raph may suspend or terminate your access to the services if you breach these Terms, fail to make timely payments, or engage in conduct that Raph reasonably determines to be harmful to its operations or other customers.

9.6. Special Requests. For any special requirements related to termination, data retention, or transition, please contact us at vivek@tryraph.com.

10. Governing Law and Jurisdiction

10.1. Governing Law. These Terms shall be governed by and construed in accordance with the laws of India.

10.2. Jurisdiction. Subject to the arbitration clause below, the courts located in Bengaluru, Karnataka, India shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms.

11. Dispute Resolution and Arbitration

11.1. Amicable Resolution. In the event of any dispute arising out of or in connection with these Terms, the parties shall first attempt to resolve the dispute amicably through good faith negotiations.

11.2. Arbitration. If the dispute is not resolved through negotiation within thirty (30) days, it shall be referred to and finally resolved by arbitration in accordance with the Arbitration and Conciliation Act, 1996 (as amended). The seat of arbitration shall be Bengaluru, Karnataka, India. The arbitration shall be conducted in English by a sole arbitrator mutually appointed by both parties.

11.3. Binding Decision. The arbitral award shall be final and binding upon both parties.

12. General Provisions

12.1. Amendments. Raph reserves the right to modify these Terms at any time. Material changes will be communicated to you via email or through the platform. Your continued use of the services after such notification constitutes acceptance of the revised Terms.

12.2. Severability. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

12.3. Entire Agreement. These Terms, together with any order form or service agreement, constitute the entire agreement between you and Raph regarding the services.

12.4. Waiver. The failure of either party to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

12.5. Assignment.You may not assign or transfer your rights or obligations under these Terms without Raph's prior written consent. Raph may assign its rights and obligations without restriction in connection with a merger, acquisition, or sale of substantially all of its assets.

13. Contact Information

If you have questions about these Terms or need assistance, please contact us: