Terms and Conditions

These Terms and Conditions govern access to and use of the Train Lens website, live training platform, and related services (“Services”), provided by eGame Studio LLC, doing business as Train Lens (“Train Lens,” “we,” “us,” or “our”).

“Customer” means the organization or individual purchasing the Services. “Users” means trainers, administrators, trainees, and other people authorized to access the Services.

Customers must accept these Terms as part of their order or service agreement. A person accepting on behalf of an organization must have authority to bind that organization.

A separately agreed written quote, order form, or service agreement may establish different commercial terms. Where there is a conflict, its expressly agreed terms take precedence for that subject. Applicable data-processing agreements govern their respective subject matter.

The Services are intended for organizational training. Our Privacy Policy explains how we handle personal information.

Account activation

At launch, Train Lens provides accounts through an invoiced purchasing process. Account activation and purchased training credits are subject to receipt of payment, unless a written agreement specifies otherwise.

Self-service registration, automatic top-ups, and other future purchasing features are not included unless expressly made available.

Customer responsibilities

Customers are responsible for:

• Providing accurate account, contact, and billing information.
• Identifying the people authorized to administer and use their account.
• Protecting account credentials and notifying us promptly of suspected unauthorized access.
• Ensuring users have the permissions needed to share screens, communications, and training materials.
• Providing appropriate notices and obtaining any required consents from participants.
• Ensuring their use of the Services complies with applicable law and organizational policies.

Acceptable use

Users must not:

• Use the Services for unlawful activity or unauthorized surveillance.
• Access another person’s account, screen, or information without permission.
• Upload or transmit malicious software or attempt to compromise the Services.
• Harass others or share material that infringes their rights.
• Interfere with platform security, usage measurement, or billing controls.
• Resell access without our written agreement.

Trainee-hours

Usage is measured in trainee-hours: the combined time trainees participate in training sessions. For example, ten trainees participating for one hour consume ten trainee-hours.

Adding trainers or administrators does not itself create a per-user licence charge. Usage depends on trainee participation.

The applicable order or service agreement will identify the purchased allowance and any additional usage-measurement rules.

Monthly-plan credits

Monthly plans provide the selected allowance after payment for each 30-day billing period.

Unused monthly-plan credits remain available for six months from the date granted, provided the subscription remains active. Credits expire earlier if the subscription ends.

Annual-plan credits

Annual plans paid in full provide the entire purchased annual allowance after payment. These hours may be used throughout the annual contract term; they are not restricted to monthly allocations.

Where quarterly payments are separately negotiated, one-quarter of the annual allowance is credited after each quarterly payment is received.

Unused annual credits expire at the annual contract’s end date unless a written agreement expressly provides otherwise.

Pay As You Go credits

Pay As You Go credits are purchased in advance. Unused credits carry forward while the account remains active and are eligible for refund on closure as described below.

Additional purchases require payment before the associated credits are added, unless otherwise agreed in writing. Customers should arrange sufficient credit for their planned training.

Any agreed use beyond the available balance remains payable. The Services do not include a promise of automatic top-ups or low-balance notifications unless separately confirmed.

All standard prices stated below are in U.S. dollars. An accepted custom quote may provide different pricing, payment dates, or allowances.

Monthly plans

Monthly-plan pricing is the selected trainee-hour allowance multiplied by $1.25.

For example, 200 trainee-hours cost $250 per billing period.

Payment is due in advance every 30 days, beginning on the contract start date. A 30-day billing period is not the same as a calendar month, so billing dates may shift.

Annual plans

Annual-plan pricing is the total annual trainee-hour allowance multiplied by $1.125, reflecting a 10% reduction from the standard monthly per-hour rate.

For example, 2,400 annual trainee-hours cost $2,700.

Payment is due in full at the start of the annual contract unless a written agreement establishes another schedule.

Negotiated quarterly instalments do not convert an annual commitment into a quarterly subscription. Unless otherwise agreed, the customer remains committed to the annual term and its agreed payments.

Pay As You Go

The initial payment is $75 and provides 50 trainee-hours at $1.50 per hour.

No server fee applies during the first 30-day period. A $20 server fee is payable in advance at the start of each subsequent 30-day period while the account remains active.

Additional usage credits cost $1.50 per trainee-hour. Purchase quantities are agreed when ordering.

The server fee is separate from usage credit. It does not add trainee-hours and remains payable during an active billing period even if no training occurs.

Payment methods and fees

We accept approved bank transfers and credit-card payments through our designated payment providers.

Any applicable credit-card processing surcharge will be disclosed before payment and applied only where permitted by law and payment-network rules.

Applicable taxes and other agreed charges will be identified on the quote or invoice.

Automatic contract renewal does not, by itself, authorize an automatic card debit. Any recurring payment authorization will be obtained separately where required.

Monthly renewal and cancellation

Monthly subscriptions automatically renew for successive 30-day periods unless cancelled before the next renewal date.

Customers may cancel by sending written notice to contact@trainlens.com. Cancellation takes effect at the end of the current paid period.

Unused monthly-plan hours expire when the subscription ends.

Annual renewal and cancellation

Annual subscriptions automatically renew for successive one-year terms unless the customer gives written cancellation notice at least 30 days before the renewal date.

Train Lens will contact annual customers approximately 60 days before the contract ends to discuss renewal and any proposed allowance changes. We will provide any additional reminders required by applicable law.

Cancellation takes effect at the end of the annual term. Unused annual hours expire at that time.

Pay As You Go closure

Customers may request closure in writing before the next server-fee renewal. Unless an earlier closure is agreed, closure takes effect at the end of the current paid period.

At closure, we reconcile actual usage, payments, credits, and outstanding charges. Unpaid usage remains payable. Unused purchased usage credit is refunded after outstanding charges are settled.

The $20 server fee for a period already started is non-refundable except where required by law.

Other refund requests

Monthly and annual subscription payments are not ordinarily refundable merely because a customer uses fewer hours than purchased or chooses to stop using the Services before the end of the paid term.

Customers may request a refund in writing where Train Lens has materially failed to fulfil its service obligations, including significant failures to provide a stable and reliable service, or where Train Lens permanently discontinues the contracted service.

Requests should describe the issue, affected period, account, and relevant supporting information. We will assess requests in good faith under the applicable agreement and law.

Nothing in these Terms removes a refund, cancellation, or other remedy that cannot lawfully be excluded.

Customers and their licensors retain ownership of their screens, communications, uploaded materials, and other customer content.

Customers authorize Train Lens to process and transmit that content as necessary to provide, secure, and support the Services, in accordance with the applicable agreement and Privacy Policy. This does not transfer ownership to Train Lens.

Train Lens currently transmits live screen, audio, and video content without intentionally recording or retaining that content. Account information, session details, usage records, and technical metadata may be retained as described in the Privacy Policy.

Privacy and retention settings are managed by Train Lens rather than through customer self-service controls. Requests may be submitted to privacy@trainlens.com. Requests involving organization-controlled information may require that organization’s authorization.

Train Lens retains ownership of its platform, software, branding, documentation, and other proprietary materials. Customers receive permission to use the Services within their agreement, not ownership of the platform.

We aim to provide a stable and reliable training service. The Services may nevertheless be affected by maintenance, updates, internet connectivity, customer equipment, third-party infrastructure, or other technical issues.

No specific uptime percentage, support response time, or service-level credit applies unless expressly agreed in writing.

Descriptions of planned features do not constitute a commitment to deliver them by a particular date. Orders should be based on the functionality expressly included in the customer agreement.

We may restrict access where reasonably necessary to address non-payment, unauthorized use, a security risk, or a material breach of the agreement. Where practical, we will notify the customer and provide an opportunity to resolve the issue. Urgent security or legal circumstances may require immediate action.

Any separately agreed liability limits, service warranties, remedies, governing-law provisions, or dispute-resolution arrangements are set out in the applicable customer agreement. Nothing in these Terms excludes liability or statutory rights that cannot lawfully be excluded.