Frayme IP and Content Complaints Policy

Last updated: 17 September 2026

Frayme Ltd composes interface specifications from content its customers supply. Frayme is not the author of that content and does not publish it: interfaces are rendered inside applications operated by Frayme's customers, not by Frayme, and Frayme does not make customer content available to the public. Frayme does, however, keep a copy of the content submitted with each request (the prompt, the DATA block, the model outputs for that request and the returned interface specification) in its database in the European Union for up to 60 days, to provide the Service and for support, debugging and the investigation of abuse, fraud and security incidents. At 60 days that content is irreversibly deleted, leaving only non-identifying technical signal such as timings, token counts and validation results. This is described in the Privacy Policy and the Data Processing Agreement. Where a customer's use of the Service infringes someone's rights, Frayme wants to know, and this page explains how to tell us and what we will do.

This policy supplements the Acceptable Use Policy ("AUP"), section 3 of which prohibits submitting Customer Content to, or generating interfaces through, the Service that infringes intellectual property or other proprietary rights. Capitalised terms have the meaning given in the Terms of Service.

Who to contact first

If you have found infringing material in a live application, the operator of that application is the party who can remove it, and in most cases contacting them directly will be faster and more effective. Frayme does not operate its customers' applications and cannot edit them or take them down.

What Frayme can do:

• restrict access to, or delete, the copy of the material held in Frayme's own systems: Frayme keeps the content submitted with each request for up to 60 days, and where we can identify the request we can restrict access to or delete that copy; and
• act against the account that composed the material: warning, suspension, revocation of API keys, or termination.

Because request content is kept for only 60 days, and because Frayme does not otherwise hold what a customer's interface displays, we may not be able to identify the account responsible for older material, or for material that reaches us without a workspace or request identifier. Please include every identifier you have.

How to send a complaint

Email support@frayme.ai with the subject line "IP complaint". Complaints can be submitted electronically; there is no form to use. Please include:

1. Your name and email address, and if you are acting for a rights holder, who you act for and in what capacity. A postal address and telephone number are optional but help if we need to reach you urgently.
2. The work or right you say has been infringed: for a copyright work, enough detail to identify it (a title, a link to an authorised copy, or a copy of the relevant part); for a trade mark, the mark, and the registration number and territory where there is one; for any other right, what the right is and who owns it.
3. The material you say is infringing and exactly where you found it: the URL or, where the interface has no URL, the name of the application and the screen, together with screenshots, timestamps and any Frayme workspace or request identifier the application shows.
4. A substantiated explanation of why you believe the material infringes the right you have identified, including why the use is not authorised by the rights holder, its agent or the law (for example, why no licence, consent or fair-dealing exception applies).
5. A statement that you believe in good faith that the information and allegations in your complaint are accurate and complete.
6. Your typed name. A signature is not required.

Incomplete complaints slow things down; we will come back to you for anything missing, and we may decline to act on a complaint that does not give us enough to identify the material or to assess the allegation.

What we do with it

We confirm receipt of your complaint without undue delay and in any event within 5 working days (Monday to Friday, excluding public holidays in England), and we tell you if anything is missing. We then handle the complaint in a timely, diligent and objective way: we identify the account concerned where we can, put the allegation to the customer, and decide what action to take under clauses 16 and 17 of the Terms of Service and section 7 of the AUP. We act as quickly as the complaint allows. Where the material is manifestly unlawful, or where delay would cause serious harm, we act immediately on receiving a complete complaint, including by restricting access to or deleting our own copy, and hear from the customer afterwards. Otherwise we aim to reach a decision within 15 working days of receiving a complete complaint, and we tell you the outcome without undue delay. Nothing in this timetable limits our obligation, or our practice, to act expeditiously once we have actual knowledge of unlawful material. If you disagree with our decision you may ask us to review it by replying with your reasons; that does not affect any right you have to bring proceedings against the person responsible.

What happens to your complaint and your details. So that the customer can respond, we will normally pass them the substance of your complaint, including your name, who you act for and the material you have identified. If you have a good reason for your contact details not to be shared, tell us and we will consider it, but we may then be unable to act. We process the personal data in your complaint as described in our Privacy Policy, to handle the complaint and to enforce our terms, and we keep complaint records for 12 months after the complaint is closed.

What we will tell you. We will tell you the outcome (whether or not we took action) but not, unless the law or a court order requires it, the identity of the customer or details of their account: Customer Content and account information are confidential under clause 18 of the Terms of Service. Nothing in this policy prevents you from seeking a court order for the disclosure of a customer's identity.

Preserving the material. While a complaint is open, and afterwards where it is reasonably necessary to establish, exercise or defend legal claims or to comply with a legal obligation, we may keep the material complained of and the related request records beyond the 60-day period described above, for as long as is reasonably necessary for that purpose. Those records are held under restricted access and are excluded from the automatic deletion described in the Privacy Policy and the Data Processing Agreement only for that purpose and only for as long as it lasts.

Repeat infringers. Frayme terminates the accounts of customers who are, in Frayme's reasonable judgement, repeat infringers (for example, accounts that are the subject of more than one substantiated complaint, or that continue the conduct complained of after a warning) under clauses 16 and 17 of the Terms. Frayme cannot adjudicate disputed infringement claims; where a complaint is genuinely disputed we may leave the parties to resolve it between themselves or through the courts.

If you are a Frayme customer and a complaint has been made about you

We will tell you what has been alleged, by whom, and which material is concerned, and, where it is practicable and where we are not required to act at once, give you an opportunity to respond before we take action. Where the material is manifestly unlawful, where delay would cause serious harm, or where we are required to act expeditiously on notice, we may restrict access to or delete our copy of the material first and hear from you afterwards. If we take action we will tell you why, what we did, whether it followed a complaint, and how to ask us to review the decision (section 7 of the AUP).

If you believe a complaint is wrong, reply to us with your reasons (including any licence, permission, fair-dealing or other lawful basis you rely on) and we will review the decision. A response you know to be false is a breach of the Terms of Service and may expose you to legal liability under the general law. Under clause 20.1 of the Terms you are responsible for third-party claims arising from your Customer Content, including the reasonable costs of dealing with complaints about it.

Complaints that Frayme's own materials infringe your rights

If you believe that the Frayme Service itself, our website or documentation, our open-source SDK, or text or design that Frayme's model generated rather than a customer supplied, infringes your rights, email support@frayme.ai with the subject line "IP complaint: Frayme" and the information listed above so far as it applies. We will confirm receipt within 5 working days and investigate. As between Frayme and its customers, clause 20.3 of the Terms of Service sets out Frayme's responsibility for infringement by the Service and the customer's sole remedy; this page does not extend it.

Misuse of this process

This page is Frayme's own complaints procedure. It is not a notice-and-takedown procedure under the United States Digital Millennium Copyright Act: Frayme is established in England, has not designated an agent with the US Copyright Office, and does not operate the counter-notification and restoration steps that Act provides for.

Complaints made in bad faith, or containing statements the complainant knows to be false, may expose the complainant to liability under the law that applies to them, for example for malicious falsehood, or as an unjustified threat of infringement proceedings in respect of a trade mark, patent or design. Where someone repeatedly sends us complaints that are manifestly unfounded, we may, after warning them, decline to process further complaints from them for a reasonable period. That does not affect complaints from other people about the same material, or our duty to comply with a court order.

Other complaints

• Abuse, deceptive interfaces, phishing and other AUP breaches: see section 8 (Reporting abuse) of the Acceptable Use Policy.
• Other unlawful content (for example defamatory material, or material that breaches someone's privacy or confidentiality, in an interface composed through Frayme): email support@frayme.ai with the subject line "Content complaint" and the information listed above so far as it applies. We handle these complaints in the same way as IP complaints.
• Security vulnerabilities: see the Vulnerability Disclosure Policy on the Security page. Please do not report vulnerabilities through this page.
• Data protection requests and complaints: see the Privacy Policy.

Status of this policy

This page describes Frayme's process. It does not form part of any contract with complainants, creates no rights enforceable by any person under the Contracts (Rights of Third Parties) Act 1999 or otherwise, and is not an admission that Frayme is responsible for, or has knowledge of, any customer's content. Frayme's obligations to its customers are set by the Terms of Service and the Acceptable Use Policy, which prevail over this page. Frayme will comply with court orders and lawful requests from competent authorities, including orders to act in respect of specific content or to provide information about a customer, and may act under the AUP on its own initiative without a complaint. Frayme may update this page; the date at the top shows the current version.

Contact

support@frayme.ai: this mailbox is Frayme's single point of contact for complainants, customers and public authorities. Postal address: Frayme Ltd, 15 Carraway Street, Reading, England, RG1 3GB.

For data protection matters only, our representative in the EU under Article 27 of the EU GDPR is DPO Europe GmbH, Auguste-Viktoria-Allee 20A, 13403 Berlin, Germany, representative@data-privacy-office.eu. Complaints under this policy should be sent to support@frayme.ai.