Napster Product Terms

Product Sections

November 2026 edition | 11.3.26

Published alongside the Napster Commercial Terms, under one dated edition. The Commercial Terms apply to every order; these Product Terms add, for each Product, its Specification and its Product-Specific Terms. What each Product is, and its features and components, are described in the Napster Product Specifications published at the Napster Product Specifications.

How to read these Product Terms

Each section is in two halves. The Specification describes the Product: what an order includes, how its use is measured, what the Customer provides, when it starts and where it is available. For each Product other than Professional Services, what the Product is, and its features and components, are described in the Napster Product Specifications. The Product-Specific Terms state the rules that apply to that Product alone.

Anything not stated as included is not included in that Product, and is ordered separately where Napster offers it.

A reference to a section of the Commercial Terms is given by its caption with its number in parentheses, for example the "Measurement of usage" section (section 7). A reference by caption is a reference to the section so captioned in the edition that applies, whatever its number.

Where a Product section and the Commercial Terms conflict, the Product section prevails for its Product. Where two Product sections conflict in their application to a Product ordered, the section for the Product ordered prevails.

Products

Napster Station

October 2026 edition | Generally available | Documentation: [OI-PT-05: documentation address]. The Documentation for Napster Station is the Napster Station Quick Start, the Network Requirements, the Fleet Management Guide, the Napster Station Troubleshooting guide and the Station FAQs, in their then-current versions.

Specification

What it is. Described in the Napster Product Specifications.

What an order includes.

• One countertop Napster Station unit on its stand, with a power cable and a short instruction manual.
• The Hardware: a portrait touch display, a separate agent display on which the AI Agent is shown, a compute module with its operating system, Wi-Fi, Bluetooth, wired LAN and USB connectivity, a camera for presence detection, a far-field microphone array, speakers and an NFC reader, in an enclosure on a desktop stand or VESA mount, each as specified in the Napster Product Specifications. [OI-PT-25: the detailed hardware specification is withdrawn from this section pending the manufacturer’s confirmation of the 6-inch rectangular agent display; Product (Aysia Wright, Travis) to confirm the final specification and where it is published.]
• The Station Software (kiosk runtime, AI Agent client and fleet and remote-support agents, with the Napster-hosted services they connect to), licensed for use on that Hardware for the Order Term, with remote updates and operating-system and firmware maintenance.
• Use on the Station of an AI Agent on the Customer Web App, configured by the Customer, by the Buyer or by Napster as Professional Services. No ready-made AI Agent or in-store experience is supplied.
• The Web Toolkit, when Napster makes it available: a collection of tools and the Web SDK that, used against the Customer Web App, prepares it so that the AI Agent can operate it using the site’s own functions.
• Access to the Fleet Management Portal for the Customer's organization, when Napster makes it generally available: claiming Stations, assigning Apps, settings, status, evidence requests, on-screen notices, restart and reboot, vitals, network checks, remote access and conversation Activity, with roles from Member to organization Administrator.
• Included Usage: the AI Agent usage the Station consumes in the ordinary course of its operation, however much it is used.
• The Documentation.

How use is measured. AI Agent usage on a Station is not metered: Included Usage is all usage the Station consumes in the ordinary course of its operation, however much it is used. Use of the same AI Agent away from a Station is allocated as the "Allocation across Products" section (section 7.3) provides.

What the Customer provides.

• A working Customer Web App, which the Station runs in its kiosk browser in that application's then-current, as-is state.
• An indoor site out of direct sunlight, on a counter or VESA mount, near a standard AC outlet, within the operating conditions stated in the Napster Product Specifications.
• A network connection for each Station, wired Ethernet preferred, kept connected for configuration, updates, remote support and the AI Agent's hosted services, with outbound access to the destinations, protocols and ports in the then-current Network Requirements documentation (a Station connects outbound only).
• A network that allows WebSocket traffic as well as HTTPS and allows Windows time synchronization, without a captive portal and without interception or re-signing of TLS traffic to those destinations.
• The notices, signage and consents required at the site for camera, microphone and conversation capture.
• Its own administrators, designated at onboarding, and control of access to Activity and transcripts through role assignment.
• Physical security of each Station, including control of access to its ports and enclosure.
• Unboxing, connecting and claiming each Station following the Quick Start, unless installation is ordered as Professional Services.

Commencement. The Order Term for each Station begins as the "Order Start Date and commencement" section (section 4.3) provides. Where a Station is delivered after the Order Start Date, its Order Term [OI-PT-06: begins on delivery to its site, or is extended day for day; Product and Finance to decide]. A replaced unit's Order Term is extended by the period from delivery of the original unit to delivery of the replacement.

Availability. Napster Station is generally available for order in the countries for which the Hardware carries the certifications that country requires; Napster confirms country availability within the Buyer's territory in writing on request and on acceptance of an Order Form. A unit supplied before mass-production tooling is complete may be of pre-production or prototype configuration and is identified as such on the Order Form.

Product-Specific Terms

1 Relationship to the Napster API section. A Station runs on the Napster API, and the Napster API section applies to the platform on which a Station operates. Where this section and the Napster API section conflict in their application to a Station, this section prevails, as the "Order of precedence" section (section 16) provides.

2 Configuration and the Customer Web App. Configuring the AI Agent, and optimizing or changing the Customer Web App, are done by the Customer, by the Buyer, or by Napster as Professional Services where ordered. An AI Agent on a Station uses Napster’s hosted foundation model.

3 Apps and assignment. A Customer Web App with its configured AI Agent (an "App") is created and published as a kiosk experience in the Napster Agent dashboard and assigned to Stations in the Fleet Management Portal, which is a Pre-Release Offering until Napster confirms it is generally available. An App may be changed or reassigned live over a Station's connection.

4 Fleet access and remote support. Remote access to a Station, and evidence requests (logs, screenshots and timed microphone recordings), are support tools used solely to support the Customer that operates that Station. Napster operations staff hold a fleet-administrator role that can act on any Customer organization for support; each such action and every remote-access request is authorized server-side and recorded in the Station log.

5 Visitor capture, notices and consents. A Station's camera and microphone array capture visitor presence, imagery and audio, and conversations are transcribed. The Customer gives the notices and obtains the consents required at its site for that capture, including signage where applicable law requires it.

6 Payments and peripherals. Napster is not a party to any payment transaction made through a Station, is not the merchant of record and does not process, store or transmit cardholder data. Card payments require a payment flow the Customer provides through the Customer Web App or, when Napster makes support for Customer-supplied payment terminals available, a Customer-supplied payment terminal, which the Hardware accepts mounted at the base of the unit. No other device may be connected to the Hardware without Napster's written approval.

7 Site and network readiness, connectivity and changes. Readiness of each site and its network, against this section and the Network Requirements documentation, is a condition of delivery and is confirmed on the Order Form for each site. The Customer keeps each Station connected so that updates and configuration can be delivered. Napster will give the Buyer not less than thirty (30) days' notice, where practicable, of changes to those destinations or to certification, site or network requirements.

8 Station replacement units. A unit that fails to power on or to complete claiming into the Fleet Management Portal does not operate as described, for the purposes of the "Inspection and dead on arrival" section (section 9.4). A replacement unit runs for the remaining Order Term of the unit it replaces, which is made available for collection in its original or equivalent packaging. The warranty in the "Warranty and remedies" section (section 9.6) does not cover a failure caused by a Customer-supplied peripheral.

9 Accessibility of the deployment. The Customer is responsible for the accessibility of its deployment of this public-facing self-service device, including placement, reach ranges and alternative means of service, under the laws applicable at its site.

10 Support for Stations. Where the Buyer is a Partner, it provides first-line support using the Fleet Management Portal and the Documentation, Napster provides second-line support for the Station Software and the Napster platform, and Napster is the single point of contact with the manufacturer for hardware faults.

11 Component substitution. Napster may supply Hardware in which a component is substituted for a component of equivalent or better function. The Specification describes the configuration current at the Edition date of this section.

12 Sale of Station units. Each Napster Station unit is supplied as a Hardware Purchase and not under a Hardware Subscription. The Station charges stated on the Order Form include the purchase of the unit, and no separate purchase price is payable. Notwithstanding the "Title" section (section 9.5), title to a unit passes to the Buyer on delivery to the delivery address stated on the Order Form, and risk passes as the "Delivery and risk" section (section 9.1) provides. After title passes the Buyer owns the unit and has no obligation to return it, including when the Subscription for that unit ends. The "Return at end of a Hardware Subscription" section (section 9.9), and the insurance requirement for Hardware Subscriptions in the "Care, relocation and insurance" section (section 9.7), do not apply to a Station unit. The Station Software, the Napster-hosted services and AI Agent use on the Station are supplied as a Subscription for the Order Term; when that Subscription ends, the Buyer's right to use them ends, but the Buyer keeps the unit. A Station does not operate without an active Subscription.

Napster API

October 2026 edition | Generally available | Documentation: developers.napster.com

Specification

What it is. Described in the Napster Product Specifications.

What an order includes.

• Platform access in the mode or modes stated on the Order Form.
• In the Hosted-Model mode (also described as Full-Stack or Napster-hosted): everything included in the Non-Hosted mode, together with the underlying foundation model, provisioned by Napster as a fully managed service, so that no separate model arrangement is required of the Customer.
• In the Non-Hosted mode (also described as customer-hosted): the platform infrastructure, being video and voice orchestration, agent management, knowledge integration, memory, safety features, connectivity services and the SDKs.
• Agent Builder: definition of each AI Agent's identity, behavior and instructions, with tunable persona traits and pre-built personas.
• Knowledge and FAQ: documents, websites and structured data supplied by the Customer as the AI Agent's knowledge, and deterministic FAQ pairs.
• Tools and memory: tool calling to the Customer's own APIs during a conversation, and persistent memory across Sessions.
• Website operation: through Edge MCP, the AI Agent can operate the Customer's website using the website's own functions (for example search, navigate, complete forms and book) without the Customer rebuilding those functions.
• Channels: video with real-time lip-sync and expressive gestures, voice-only, and telephony over VoIP and SIP.
• A persistent AI Agent identity, voice and appearance, carrying knowledge, memory and actions across the Customer's website, applications and telephone channel and, where ordered, a Napster Station.
• Session review: live and past Sessions can be reviewed in the developer dashboard.
• Safety: content moderation, crisis detection and audit trails, always on.
• Interfaces: REST APIs, a JavaScript Web SDK for common web frameworks, WebRTC transport for video and audio, WebSocket transport for voice-only integrations, VoIP and SIP for telephony, and Edge MCP for website integration.
• The developer dashboard, the Documentation, and updates to the platform and the SDKs.
• Digital Twins, being an AI Agent in the likeness of a real individual generated from a reference image or video and, where required, a voice recording, once enabled for the Customer's organization, where ordered; Digital Twins are not available with every provider, as the Documentation states.
• Support as provided in the "Service levels, support and discontinuation" section (section 13).

How use is measured. In addition to the "Measurement of usage" section (section 7): what is measured for the Napster API is AI Agent time within a Session, from initiation of the Session to its termination, as metered by Napster's platform. Each mode of supply is measured separately where both modes are ordered. Telephony use is measured in the same way as other Napster API use. Phone numbers and carrier minutes are not included and are charged separately as Pass-Through Charges or as the Order Form states. AI Agent use on a Napster Station is not Napster API use.

What the Customer provides.

• The design, configuration, build and integration of its AI Agents (identity, behavior, knowledge and tools) into its own applications and channels, unless ordered as Professional Services.
• Its own applications, website and telephone service, including their build, hosting and operation.
• The knowledge content it loads, its FAQ pairs, and the APIs to which the AI Agent calls.
• In the Non-Hosted mode, either its own foundation model, connected with its own provider credentials, or, where Napster has enabled it, its own agent on a supported platform. Supported providers and platforms, and any features not available with the Customer’s own agent, are as stated in the Documentation.
• Any notices and consents required from its end users.
• Control and confidentiality of its API keys.

Commencement. Access to the Napster API begins on the Order Start Date, as provided in the "Ordering, acceptance and commencement" section (section 4). The Customer’s organization is set up in Napster’s developer dashboard, where the Customer creates its own API keys, as described in the Documentation. Ordering Professional Services does not change the Order Start Date.

Availability. The Napster API is generally available. Availability commitments and the remedies for failure to meet them are as provided in the "Service levels, support and discontinuation" section (section 13).

Product-Specific Terms

1 Modes of supply. The mode or modes ordered are stated on the Order Form. A Customer may operate AI Agents in both modes within one organization where the platform permits. In the Non-Hosted mode, all licensing, subscription and consumption arrangements for the Customer's agent and/or foundation model are contracted directly between the Customer and its provider and are not supplied by Napster.

2 Use with Napster Station. This section also applies to the platform on which each Napster Station operates and to use of the same AI Agent away from a Station. AI Agent use on a Station itself is part of the Napster Station Subscription and is described in the Napster Station section. Where this section and the Napster Station section conflict in their application to a Station, the Napster Station section prevails.

3 Use with Napster Agent. Agent-hours included in a Napster Agent package are not available for Napster API use, and Napster API use is not drawn from a Napster Agent package.

4 Developer access and API keys. The Customer accesses the Napster API through its organization in Napster's developer dashboard, in which API keys are issued. The Customer controls its keys, must keep them confidential, and is responsible for all use made under them and for the acts of its developers. Free credits made available to self-serve developer accounts do not apply to use under an Order Form.

5 Changes that affect the Customer's integration. Changes that would require the Customer to modify its integration are announced in the Documentation, and Napster will give the Buyer reasonable advance notice of them, subject to the "Editions, updates and the edition that applies" section (section 3).

6 Notices, consents and recording. The Customer is responsible for giving any notices and obtaining any consents required from its end users for AI interaction, recording and transcription, including under telephony and call-recording laws in each country in which the AI Agent can be reached, and for configuring its AI Agents, knowledge and tools in compliance with applicable law.

7 Earlier-generation interfaces. This section covers the Napster API as described above. A Customer operating on an earlier-generation Napster interface continues to be served under the terms of its existing agreement.

Napster Agent

October 2026 edition | Generally available | Documentation: [OI-PT-05: documentation address]

Specification

What it is. Described in the Napster Product Specifications.

What an order includes.

• The AI Agent or AI Agents, the Role or Roles and the Included Usage of the package ordered, as stated on the Order Form.
• An experience builder for configuring the AI Agent without code: persona, appearance from Napster's library, voice, greeting and language; scenario configuration including deflection topics and guardrails; and the embed code or link.
• Knowledge from the Customer's configured website addresses through indexed search, from documents and frequently asked questions it supplies and, where the Role ordered includes catalog functions, from a connected catalog on a commerce platform Napster supports.
• Real-time voice and text conversation with in-session switching, a video-rendered AI Agent, visitor file upload, multi-language support, and memory within a Session and across Sessions for authenticated visitors.
• Tools for the AI Agent: knowledge, website and product search; cart operations on a supported commerce platform, with hand-off to the Customer's own checkout; visitor screen sharing; an emailed conversation summary where the Customer switches it on; and inline content cards.
• Access control for each deployment: open to the public, or restricted to invited visitors who authenticate.
• Analytics: Session counts, durations and interaction time; per-Session summaries and transcripts; export of statistics and transcripts; shopping analytics for commerce-enabled deployments; saved and shared reports.
• Organization-level administration of AI Agents, knowledge, deployments and analytics.
• A crisis and safety protocol applied to every AI Agent, with content moderation and audit trails, always on.
• Access to the Napster Agent Dashboard the Documentation and updates to the Product.

How use is measured. Usage is measured as set out in the "Measurement of usage" section (section 7). For Napster Agent, a Session is an interaction between a visitor and the Customer's AI Agent on a deployment surface for which Napster Agent is ordered. Where the same AI Agent is also shown on a Napster Station, usage on the Station is included in the Napster Station Subscription and is not drawn from the Napster Agent package.

What the Customer provides.

• The website or web page on which the AI Agent is deployed, and its design, build and hosting.
• The knowledge sources the AI Agent draws on and, where the Role ordered includes catalog functions, the catalog through a supported commerce platform or product data in a format stated in the Documentation. The AI Agent draws only on knowledge sources the Customer connects or uploads and content Napster can retrieve, as the Napster Product Specifications describe.
• The persona, greeting, tone and rules for its AI Agent. Configuration is performed by the Customer, by the Buyer or by Napster as Professional Services where ordered.
• Its own commerce platform, merchant account, payment processing and checkout.
• Control of access to its organization in the [OI-PT-09: Napster Agent console], the acts of its users and the confidentiality of its credentials.
• The notices to, and consents from, its visitors required for AI interaction, recording and transcription, and the rights needed to supply its content and catalog as the AI Agent's knowledge.

Commencement. Napster Agent commences as provided in the "Ordering, acceptance and commencement" section (section 4). On commencement, Napster gives the Customer access to its organization in the [OI-PT-09: Napster Agent console], where it configures its AI Agent, connects its knowledge and generates the embed code or link. The AI Agent goes live when the Customer deploys that code or link, which is the Customer's act and not a condition of commencement.

Availability. Napster Agent is generally available and runs on the Napster platform in Hosted-Model mode: Napster provides the platform, the AI Agent runtime and the foundation model. Service levels, support and availability are as stated in the "Service levels, support and discontinuation" section (section 13).

Product-Specific Terms

1 Standard product. Napster Agent is supplied as a standard product and is not customized for an individual Customer. Integrations and connections ship as options the Customer switches on. Custom logic, bespoke integrations, hand-offs to the Customer's own systems, embedding inside the Customer's own application and channels not offered within Napster Agent are supplied under Napster Agent where Napster builds and runs them, on the scope stated on the Order Form, under the Napster API section of these Product Terms where the Customer's own developers build them, or as Professional Services under the "Professional Services" section (section 10), and are ordered separately.

2 Roles. A Role is a job the AI Agent performs, with the tools, guardrails and conversation design that job requires. Roles ship as configurable options within the Product and no Role is custom-built for a Customer. The Role or Roles ordered are stated on the Order Form. A Role that Napster has not confirmed in writing as generally available is a Pre-Release Offering and is governed by the "Pre-Release Offerings and availability" section (section 12).

3 Boost. Boost is a Prepaid Balance of Agent-hours for Napster Agent, purchased in blocks stated on the Order Form. Boost is specific to Napster Agent and may be ordered and used only while a paid Napster Agent package is in force. Within a period, Boost is consumed only after the Included Usage of that period is exhausted. Boost is otherwise governed by the "Invoicing by type of charge" section (section 6). Any self-serve or trial allowance Napster offers does not apply under an Order Form.

4 Deployment surfaces. An AI Agent is deployed: (a) on a standalone web page at its own address; (b) embedded in the Customer's website, as the complete experience or as the conversational AI Agent alone, using the embed code generated in the experience builder; (c) on a Napster Station, where Napster Station is ordered; or (d) on a partner platform, where Napster and that partner have agreed the integration in writing.

5 Embed changes. Napster may update Napster Agent, the [OI-PT-09: Napster Agent console] and the embed code. Where a change would require the Customer to modify its embed or its website, Napster announces the change in the Documentation and gives the Buyer reasonable advance notice of it.

6 Payments and sales. Napster does not process, store or transmit payments or cardholder data through Napster Agent and is not a party to any sale. The AI Agent hands the visitor off to the Customer's own checkout.

7 Visitors and end users. Napster Agent serves the Customer's visitors and customers. AI coworkers for the Customer's own employees are supplied as an organization plan of the Napster App with its own section of these Product Terms.

Napster Learn

October 2026 edition | Generally available | Documentation: [OI-PT-05: documentation address]

Specification

What it is. Described in the Napster Product Specifications.

What an order includes.

• The Napster Learn platform for the Customer's organization for the Order Term.
• The Admin Seats ordered. An Admin Seat gives one named administrator administrative access: organization settings, course authoring and publishing, Digital Twin and Mentor creation, scheduling of learner check-ins, roles and permissions, and reporting.
• Pooled Usage by the Customer's enrolled learners, applied against the committed annual sponsored usage stated on the Order Form.
• AI course creation: generation of course modules from an uploaded slide deck (each slide becoming approximately one lesson with script, video presentation and quiz) or from a text prompt with supporting documents; modules organized into courses; generated content editable; unpublish and delete controls.
• AI Mentors and Digital Twins of faculty, leaders or experts (likeness, voice, knowledge), created with the individual's consent, which teach courses, answer learner questions mid-lesson, host check-ins and conduct simulations, with a course knowledge base and a Digital Twin knowledge base that are cross-aware.
• Multi-modal lessons: each lesson available as an AI Mentor video presentation with supporting slides and interactive question-and-answer, and a quiz generated per lesson.
• Scheduled, conversational AI-led check-ins with enrolled learners, capturing sentiment, confusion and engagement signals for administrators.
• Crew: a panel of Mentor AI Agents per cohort or program providing on-demand coaching and support.
• Analytics and reporting: adoption, progress, engagement and quiz performance per course and module, with export, and administrator monitoring of transcripts where enabled.
• Access and identity: individual sign-in, single sign-on through the Customer's identity provider as described in the Napster Product Specifications, role-based permissions, and departmental deployments under central oversight.
• Export of course content as a SCORM package, and in any other export format listed in the Napster Product Specifications from time to time; and the learning-management-system integrations, if any, listed in the Napster Product Specifications from time to time.
• The Documentation, including administrator, instructor and learner documentation and the implementation guide, and updates to the platform.

How use is measured. Usage is measured as set out in the "Measurement of usage" section (section 7). The following is specific to Napster Learn.

The activity measured is learner interaction with Mentors, Digital Twins, courses, check-ins and simulations. The eligible users whose usage is aggregated into one pool under Pooled Usage are the Customer's enrolled learners. Learner usage is sponsored by the Customer: enrolled learners do not hold Seats, and their usage is drawn from the Customer's single learner pool and applied against the committed annual sponsored usage stated on the Order Form, as described in the "Commitments and minimums" section (section 6.5).

Digital Twin runtime is metered separately for Napster Learn and is not drawn from the learner pool. The unit on which Digital Twin runtime is metered is the hour.

Usage of other Products by the Customer's users is not drawn from the learner pool.

What the Customer provides.

• The source material for its courses: slide decks, documents, transcripts and knowledge files.
• The experts whose Digital Twins are created, and their consent.
• Its administrators and instructors, and its learner population.
• Where integrations are in scope, access to its identity provider and its learning systems.
• Its own learning-management system, content licenses and course materials.

Commencement. Napster Learn starts on the Order Start Date as described in the "Ordering, acceptance and commencement" section (section 4). The Customer designates its administrators at onboarding and then controls access, roles and content. Napster creates the Customer’s organization; the Customer then configures it, builds its content and invites its learners, as described in the Documentation.

Availability. Napster Learn is generally available. Supported configurations, integrations and operating requirements are as stated in the Napster Product Specifications.

Product-Specific Terms

1 Sponsored learner use. Learner use of Napster Learn is sponsored by the Customer. Enrolled learners use the platform as users sponsored by the Customer and hold no agreement with Napster other than the Customer Agreements applicable to end users. The Customer is responsible for the acts and omissions of its administrators, instructors and learners.

2 Scope of check-ins. The scheduled AI-led check-ins included in Napster Learn are scoped to the Customer's enrolled learners. AI-led interviews of anyone other than enrolled learners (for example employees, customers or other respondents) are Napster Pulse and are ordered as that Product.

3 Learner and instructor notices and consents. The Customer gives any notices and obtains any consents required from learners and instructors for AI interaction, recording and transcription, including under the education-privacy and consumer-protection laws applicable to it, and configures courses, Mentors and check-ins in compliance with applicable law.

4 Course material rights. The Customer holds the rights needed to supply the course materials, documents and knowledge it uploads to Napster Learn.

5 Function of the platform. Napster Learn is not itself a learning-management system or a compliance-tracking system. Where the Customer must keep records of that kind, it keeps them in its own systems.

Napster Pulse

October 2026 edition | Public beta, available to order (Commercial Terms section 12.2A) | Documentation: [OI-PT-05: documentation address]

Specification

What it is. Described in the Napster Product Specifications.

What an order includes.

• The Napster Pulse platform for the Customer's organization, as described in the Napster Product Specifications.
• The Admin Seats ordered. An Admin Seat is a per-administrator Subscription giving administrative access to program and interview design, respondent management, review of transcripts and synthesis, and reporting.
• Pooled respondent usage for the Customer's respondents, applied as set out in the "Measurement of usage" section (section 7).
• Interview design: structured and semi-structured interview templates by audience, open and closed questions, and consent and introduction scripts.
• AI-led interviews: conversational interviews by voice and video with an AI Agent interviewer, shared with respondents by link.
• Synthesis and evidence: transcripts, per-interview summaries, cross-interview themes and sentiment, and reports for the organization.
• Respondent access: interviews are shared with respondents by link, with completion tracking and respondent self-service once a study is live, as the Napster Product Specifications describe.
• Administration: program ownership and access to outputs, as the Napster Product Specifications describe.
• Safety: consent-based interviews, AI interviewers identified as AI, a crisis and safety protocol, and content moderation.
• The Documentation for Napster Pulse.

As a public beta available to order, Napster Pulse is supplied on the basis set out in the "Public beta available to order" section (section 12.2A). The capabilities above may change before general availability.

How use is measured. Usage is measured as set out in the "Measurement of usage" section (section 7). The following is specific to Napster Pulse.

The eligible users whose usage is aggregated into one pool under Pooled Usage are the Customer's respondents: the individuals the Customer designates to be interviewed through Napster Pulse. All of the Customer's respondents draw on a single pool, whatever population they belong to.

Administrative access under an Admin Seat is a Subscription and is not metered as usage.

Interviews of enrolled learners are delivered within Napster Learn and draw on the learner pool for that Product, not on the Napster Pulse respondent pool.

Digital Twin interview time, where an interviewer is a Digital Twin, is charged as the Order Form states and is not drawn from the respondent pool.

What the Customer provides.

• The interview program: audience, questions and templates, whether designed by the Customer or selected from the templates available in the platform.
• Its respondent population, and the channels through which respondents are reached.
• Its designated administrators.
• The notices and consents required from respondents and from any individual represented by a Digital Twin interviewer (see T1 and T2).
• The use made of the outputs, and the decisions taken on them.

Commencement. Ordering, acceptance and commencement are as set out in the "Ordering, acceptance and commencement" section (section 4). Napster Pulse is a public beta that may be ordered on an Order Form, as the "Public beta available to order" section (section 12.2A) provides. An Order Form for Napster Pulse covers the platform, the Admin Seats ordered and the respondent pool for the Order Term.

Availability. Napster Pulse is in public beta and is available to order on the terms in the "Public beta available to order" section (section 12.2A).

Product-Specific Terms

1 Respondent notices and consent. The Customer is responsible for giving any notices to, and obtaining any consents from, its respondents that are required for AI-led interviews and for the recording and transcription of those interviews, including under the employment, research-ethics, data-protection and consumer-protection laws applicable to it. The Customer is responsible for designing its programs, and for using the outputs, in compliance with applicable law and its own policies.

2 Digital Twin interviewers. Digital Twin interviewers may be created and used within Napster Pulse; Digital Twin interview time is charged as the Order Form states. Where an interviewer is a Digital Twin, the "Digital Twins" section (section 14.3) applies.

3 Respondents. Respondents pay nothing to Napster and hold no agreement with Napster other than the end-user terms that apply to them. The Customer sponsors its respondents' usage and is responsible for their use of Napster Pulse.

4 Administrators. The Customer designates its administrators, and controls its programs, its respondents and its outputs, through its account on the platform. The Customer is responsible for the acts and omissions of its administrators.

5 Relationship to other Napster Products. Interviews of enrolled learners are delivered within Napster Learn. Organization-wide interview programs with synthesis and reporting across any respondent population are Napster Pulse.

Napster View

October 2026 edition | Generally available | Documentation: [OI-PT-05: documentation address]

Specification

What it is. Described in the Napster Product Specifications.

What an order includes.

• One Napster View unit for each unit ordered, with a USB-C cable and a short instruction manual in the box.
• Display: 2.1-inch circular TFT-LCD, 480 x 480, LED backlight, 300 cd/m2, contrast 1000:1, 60 Hz, viewing angle 170 by 170 degrees, 16.7 million colors.
• Three-dimensional function: multi-lens light-field display; five views; working distance approximately 70 cm to 90 cm; working width approximately 25 cm; depth adjustable in the application.
• Cover glass: 0.55 mm toughened glass, optically bonded.
• Connectivity and power: one USB-C port for data and power; 5 V supply; approximately 2.3 W in use, under 1 W on standby.
• Housing and mounting: anodized aluminum housing in midnight silver; clip-on or magnetic mounting above the camera of a laptop or monitor.
• Operating conditions: indoor use, out of direct sunlight; operating 0 C to 50 C; storage -10 C to 60 C; humidity 10% to 90%.
• Weight and packaging: net weight approximately 0.15 kg, gross weight approximately 0.25 kg (estimates); recyclable cardboard and polyethylene packaging; dimensions [OI-PT-16: dimensions, to be confirmed by Product].
• Regulatory conformity: the certifications stated in the Napster Product Specifications for the country of delivery.
• Support for the device in the Napster desktop application, and the Documentation in electronic form.

How use is measured. No usage is measured for Napster View: it is a one-time purchase of Hardware with no subscription, activation or usage charge. The AI Agent or Digital Twin shown on the device is licensed, measured and charged under the Product that licenses it.

What the Customer provides.

• A supported computer with a free USB-C port, running a current version of the Napster desktop application, as stated in the Napster Product Specifications.
• An active Napster App subscription (individual or organization plan) for each user of the device.
• An indoor location, out of direct sunlight, within the operating conditions stated above.
• The delivery address and, where the Order Form so provides, the importer of record.

Commencement. Napster View is supplied as a one-time purchase of Hardware and has no subscription period. Napster supplies the units ordered following acceptance of the Order Form, and delivery, inspection and acceptance are governed by the "Hardware" section (section 9). The user sets the device up without tools: install the Napster desktop application, clip the unit above the camera and connect the USB-C cable, and the application detects the device and drives the display.

Availability. Napster View is available for order for use with the computers stated in the Napster Product Specifications. Country availability follows the regulatory conformity the Hardware carries and is confirmed by Napster in its acceptance of the Order Form, as provided in the "Hardware" section (section 9).

Product-Specific Terms

1 No AI Agent is included. The purchase of Napster View covers the Hardware only. The AI Agent or Digital Twin shown on the device is licensed under another Product, and all AI Agent usage is ordered and charged under that Product. The device operates only while each user holds an active Napster App subscription (individual or organization plan).

2 What is displayed. Everything shown on Napster View is rendered by the Napster desktop application. The Product section and Customer Agreements for the Product being displayed govern that content and the processing of data used to render it. The device itself has no camera, no microphone and no storage of user data, and captures no data of its own.

3 Intended use and safety. Napster View is intended for indoor personal use as an additional display for an AI Agent. It is not designed, tested or warranted for use in life-support or safety-critical systems, and must not be used where its failure could cause injury or damage. Users must follow the safety information in the Documentation and must not open the housing or replace parts.

4 Keeping the application current. Napster maintains the device firmware and the application's support for Napster View through application updates. The Customer must keep the Napster desktop application current for the device to remain supported.

5 Hardware Warranty Period. The Hardware Warranty Period for Napster View is twenty-four (24) months from the date of purchase by the original buyer. The warranty itself and the remedies for it are in the "Hardware" section (section 9).

6 Returns. Napster View is returnable only as provided in the "Hardware" section (section 9), unless the Special Terms of the Order Form or applicable consumer law provide otherwise.

7 Resale by a Partner. Where the Buyer is a Partner reselling Napster View, the Buyer passes on to each Customer the intended-use, safety and warranty information in this section and in the Documentation, and provides first-line support to its Customers using the Documentation.

8 Notice of conformity and platform changes. Napster gives the Buyer not less than thirty (30) days' notice, where practicable, of a change affecting the regulatory conformity of the Hardware or the computers supported for use with it.

9 Component substitution. Napster may supply Hardware in which a component is substituted for a component of equivalent or better function. The Specification describes the configuration current at the Edition date of this section.

Napster App

October 2026 edition | Individual plans: generally available. Organization plans: Pre-Release Offering | Documentation: help.napster.com/hc/en-us

An "individual plan" is a plan Napster sells to an individual for that individual’s own use. An "organization plan" is a plan Napster sells to an organization for use by its users. Plan names and prices are those Napster publishes, or states on the Order Form, from time to time.

Specification

What it is. Described in the Napster Product Specifications.

What an order includes.

• On an individual plan: a Subscription for one individual.
• On an organization plan: Seats, each of which includes usage, or Seats and Pooled Usage, in the Seat types and as stated on the Order Form.
• On an organization plan: a workspace for the Customer, administration and the identity features of that plan, as described in the Documentation.
• The crews, AI Agents and capabilities of the plan ordered, as described in the Documentation.
• Digital Twins, on the plans that the Documentation or the Order Form identifies.
• Use with Napster View, where Napster View is ordered as its own Product.

How use is measured. The “Measurement of usage” section (section 7) applies, as follows. On individual plans, and on organization plans whose Seats include usage, usage is Included Usage, measured and allotted as the Documentation describes rather than as section 7.1 provides. On an organization plan with Pooled Usage, usage by all users of the Customer is Pooled Usage, drawn against the Commitment and measured as section 7.1 provides, unless the Order Form states otherwise; Digital Twin usage on an organization plan with Pooled Usage is measured separately, charged at the Price stated on the Order Form and not drawn from Pooled Usage unless the Order Form says so. A Seat is required for each user; no Seat is required for an AI Agent. Where a Buyer distributes the Napster App, the unit counted, and when it is counted, are as the Order Form states.

What the Customer provides.

• On an individual plan: a personal Napster account for each individual, held under the Customer Agreements.
• On an organization plan: company identity for each user, configured as the Documentation describes, and designated administrators who allocate Seats and decide which crews and capabilities reach which users.
• Devices, operating systems, connectivity, and Napster applications installed and running, as the Napster Product Specifications require.
• The notices and consents required from users for AI interaction, recording, transcription, screen and camera sharing, and the creation and use of Digital Twins.
• Configuration of crews, knowledge and connectors in compliance with applicable law and the Customer’s own policies.
• Where the Buyer distributes the Napster App: accurate presentation of the offer, the trial terms and the Customer Agreements to individuals, and its own billing, customer service and marketing.
• Where the Buyer distributes it: compliance with the consumer-protection, marketing and telecommunications laws that apply, and any consents required for its own billing and for data sharing with Napster.
• Where the Buyer is a Partner: telling each individual that it is a Partner.

Commencement. On an individual plan, an individual’s Subscription begins when that individual signs up and accepts the Customer Agreements, through the mechanism stated in the Order Form where a Partner distributes the Napster App (a Partner landing page, bundle activation or voucher). From sign-up the individual’s account and the data associated with it are the individual’s, whichever arrangement applies. On an organization plan, the Order Start Date is determined under the “Ordering, acceptance and commencement” section (section 4), and a user’s access begins once Napster has set up the Customer’s workspace and an administrator has allocated a Seat to that user.

Availability. Individual plans are generally available to individuals aged 18 and over, as the Customer Agreements state. Organization plans are Pre-Release Offerings: each may be ordered from the date Napster confirms in writing that the plan is generally available, as the “Pre-Release Offerings and availability” section (section 12) provides. Service levels, support and availability commitments are as stated in the “Service levels, support and discontinuation” section (section 13).

Product-Specific Terms

1 Who this section applies to. An individual buys an individual plan under the Customer Agreements and the prices Napster publishes for individuals, not under an Order Form. This section applies to a Buyer that orders an organization plan, or that orders or distributes the Napster App to individuals. Where the Buyer is a Partner, the arrangement is governed by the Partner Agreement and the Order Form, as provided in the “Marketplace and partner-placed orders” section (section 11).

2 Plans. The capabilities, usage allowance and platforms of each plan are described in the Documentation. A move between plans is governed by the “Packages and plans” section (section 8.4).

3 Distribution. A Partner distributes the Napster App to individuals in the arrangement stated in the Order Form; it does not take over or resell the individual's own Subscription, and it does not become the individual's counterparty for the Napster App. In every arrangement the individual accepts the Customer Agreements at sign-up and contracts with Napster for the Napster App itself.

4 Digital Twins. A Digital Twin is available only on a plan, or under an Order Form, that includes it. An individual may create a Digital Twin only of himself or herself, and only where the Customer Agreements permit it. Napster applies consent verification and public-figure checks, and shows a verified badge on the Digital Twin of a real person. One Digital Twin is active per account at a time. The “Digital Twins” section (section 14.3) applies. Deleting a personal account removes that individual’s Digital Twin and the associated data as described in the Customer Agreements.

5 AI Agents are not professionals. AI Agents are identified as AI within the Napster App and are not licensed professionals. Neither Napster nor the Buyer may represent the Napster App, an AI Agent or a Digital Twin to any individual as a licensed professional service.

6 Company and personal sign-in. The sign-in decides the plan. An individual who signs in with company identity at an organisation that holds an organization plan uses the Napster App under that organisation’s plan; the Customer designates its administrators, controls Seat allocation and is responsible for the acts of its users. An individual who signs in with personal identity uses the Napster App under his or her own plan.

7 Changes. Napster may update the Napster App, its applications, crews and AI Agents. Changes to the Napster App are notified to individuals as provided in the Customer Agreements. Where a change affects the mechanism by which a Partner distributes the Napster App, or requires the Customer to change its identity-provider configuration or its deployment, Napster gives the Buyer reasonable advance notice of it.

8 Plans not yet available. Until Napster confirms in writing that an organization plan is generally available, that plan may not be ordered, is not licensed under an Order Form, and neither Napster nor the Buyer may represent it to a Customer as available. Capabilities described for that plan may change before release.

Professional Services

October 2026 edition | Generally available | Documentation: [OI-PT-05: documentation address]

Specification

What it is. Professional Services are services performed by Napster people to help a Buyer or Customer plan, configure, deploy and adopt the Products it has ordered. They are ordered and consumed as the "Professional Services" section (section 10) provides. They are a service: they carry no right to use any other Product, and the right to use a Product is ordered separately.

What an order includes.

• Onboarding and enablement: kick-off, orientation on the Products ordered, and administrator and user training.
• Partner onboarding support: account set-up guidance, configuration review and first-deployment assistance for a Partner onboarding its Customers.
• Solution design and technical validation: solution design, architecture and integration review, and validation of a use case against the Products ordered.
• Implementation and integration: configuration of AI Agents, crews, knowledge and connectors; integration with the Customer's systems through the Products' published interfaces; and deployment and go-live support.
• Napster Station services: installation and onboarding at a Customer site, customization of the in-store experience and of the AI Agent, integration with the Customer's point-of-sale, booking, inventory or customer relationship systems, and training of Customer staff.
• Napster Agent configuration: persona, knowledge, catalog connection, Role configuration and website embedding.
• Napster Learn and Napster Pulse services: course authoring and content migration, Digital Twin production with the consent of the individual represented, interview program design, and integration with learning, student information and identity systems.
• Napster App (organization plan) services: set-up, crew customization, workforce training and systems integration for a Customer deployment.
• Creative and content services: persona, voice and appearance design within the options the Products offer, conversation design and content preparation.
• Services of the same kinds for other Products ordered, where the Order Form or the applicable Statement of Work describes them.

How use is measured. Napster records time against the engagement in the units stated in the Documentation and reports consumption on request. Recorded time includes delivery sessions, workshops and on-site visits; preparation and follow-up performed directly for the engagement; and time spent waiting or re-planning where the Customer is late with a dependency. Time is recorded by the Napster people assigned to the engagement.

What the Customer provides.

• Access to its systems, content, personnel and sites as the service requires.
• A named counterpart with authority to make decisions on its behalf.
• Timely decisions, information and approvals.
• The rights needed for the content and data it supplies for use in the engagement.
• Where on-site work is agreed, a site ready for installation, including network and electrical provision [OI-PT-20: network and electrical provision, to be confirmed by Product].

Commencement. An engagement starts when the Order Form or the applicable Statement of Work takes effect and the parties have agreed a schedule for it. Napster assigns a delivery lead, named in the Order Form or the applicable Statement of Work, and the Buyer or the Customer names its counterpart. Sessions, workshops and on-site visits are then scheduled by agreement between the delivery lead and that counterpart. Where a Statement of Work applies, the schedule stated in it governs the engagement it describes.

Availability. Delivery is remote by default; work at a Customer site is performed where the Order Form or the applicable Statement of Work provides for it. Business hours are those of the delivery lead's location, and services are delivered in [OI-PT-21: English, to be confirmed by Product].

Product-Specific Terms

1 Named contacts. Napster assigns a delivery lead for each engagement and the Buyer or the Customer names a counterpart with authority to make decisions on its behalf. Each party may change its named contact by notice to the other.

2 Services performed through a Partner. Where the Buyer is a Partner, the Partner performs set-up, customization, training and integration for its Customers on its own paper as the Governing Agreement contemplates. Napster performs Professional Services where the Partner orders them on the Order Form, either for the Partner itself or, at the Partner's direction, for its Customer.

3 Acceptance of services delivered from a prepaid block. Services delivered from a prepaid block are accepted as performed. Deliverables under a Statement of Work are accepted as that Statement of Work provides.

4 Services use the Products as supplied. Professional Services are performed using the Products as Napster supplies them and as their sections of these Product Terms describe them. A change to what a Product does is made through that Product and not through an engagement.

5 Configuration within a Product. Configuration that Napster performs inside a Product remains subject to the terms that apply to that Product, and the Customer may change it after hand-over.

6 Scheduling and rescheduling. Sessions and on-site visits are scheduled by agreement. A party that cannot keep a scheduled session tells the other as early as it can, and the parties agree a replacement date.