User Agreement and Terms of Service
Last updated: 19 October 2026
Version: 2026-10-19
This Agreement is between you and Polymorph Technologies B.V. (KvK 42138293), Haarlemmerweg 331 A, 1051 LH Amsterdam, Netherlands. It covers the Polymorph application, https://polymorph.pm/, https://pay.polymorph.pm/ and related communication, storage and collaboration services. Contact: info@polymorph.pm.
Read the Privacy Policy, Legal Statement and the purchase information shown before and at checkout as well. The Privacy Policy explains processing; acknowledging it is not blanket consent. This Agreement governs use of the service. The Legal Statement supplements it and does not override it or mandatory law. Purchase information shown before and at checkout applies to that purchase together with this Agreement. When you buy Premium, the payment itself is also covered by the Sold Through Link Terms of the company that sells it on our behalf (section 5).
This version applies when you accept it, subject to the notice/change provisions below. Its publication does not retroactively replace existing users' agreements or acceptance records.
1. Eligibility and accounts
You must be at least sixteen (16) years old. If applicable law requires a higher minimum age, that higher age applies. We do not offer the service to people below that minimum through a parental-consent exception. By accepting the Agreement, you confirm you meet the minimum; this is not an identity or age-verification process. If we learn that an account belongs to someone below it, we may restrict or close the account and handle the data under the Privacy Policy and applicable law.
Lawful personal and business communication and collaboration are permitted. If you accept on behalf of an organisation, you must have authority to do so. Business use does not automatically make Polymorph suitable for every regulated activity or create a separately agreed enterprise service level or data-processing agreement. In particular, this Agreement does not contain the contractual provisions that EU financial entities need for ICT services under the Digital Operational Resilience Act (DORA). If you are such a financial entity, it is your responsibility to decide whether you can use Polymorph; we do not offer it for functions that need those provisions unless we have agreed them separately in writing.
Provide accurate information where we actually request it, and keep account information you rely on current. You may use a pseudonymous handle and Persona profiles; this is not a requirement to disclose a real name, phone number or email address for an app account. Do not deceptively impersonate someone else.
Handles are public: anyone who knows or guesses your handle can send you a contact request. You can change your handle once a month, for example to stop unwanted contact. Persona profiles control how you appear to the people and groups you share them with; they do not hide your handle from people who already know it, such as members of a Space you belong to.
Protect your account keys, authorised devices and recovery copies. The app shows your recovery keys once, when you create the account, and cannot show them again. You are responsible for activity you authorise and for reasonable care of those credentials, without excluding our responsibility where applicable law makes us responsible. Tell us promptly if you suspect misuse. An existing authorised device or your own saved recovery keys may help with recovery; support cannot reconstruct lost decryption secrets. Never send them to support.
2. Acceptable use
Use the service lawfully and respect other people's rights. You must not:
- Harass, stalk, threaten, exploit or abuse others, or deceptively impersonate a person or organisation.
- Transmit unlawful material, including child sexual abuse material or non-consensually shared intimate material.
- Send unsolicited bulk or deceptive promotions, spam or scams. Ordinary legitimate business communication is allowed.
- Distribute malware, steal credentials, bypass access controls, or interfere with the service or another person's account, network or devices.
- Collect or use other people's personal data unlawfully, scrape the service abusively, or use unauthorised automation that compromises privacy, security or availability.
- Infringe intellectual-property rights or obtain access to content without the required permission.
- Use payment methods you are not authorised to use, or abuse refunds, chargebacks or withdrawal rights.
Reverse engineering and other uses remain subject to applicable law and the licences of the relevant software. Nothing here removes rights granted by an open-source licence or a statutory exception. It does not authorise bypassing security or accessing another person's data.
3. Your content and our software
You retain ownership of content you create or share. You give us only the limited, non-exclusive, worldwide, royalty-free permission technically necessary to transmit, store and process it to provide the service you request. This does not give us an advertising, model-training or unrelated reuse licence over private content, or access to plaintext we do not hold.
You must have the rights or other lawful authority needed to share content. Recipients can retain copies; deleting or expiring content in the app cannot guarantee deletion from their devices or external services. "Delete for everyone" removes a message from the devices of the conversation's members and from the encrypted message archive when their apps process the deletion. It cannot remove copies someone has already saved, exported, forwarded or photographed.
Our software, branding and original website material, excluding User Content and third-party material, belong to Polymorph or the relevant licensors. Third-party and open-source licences remain applicable. Do not imply our endorsement or use protected branding in a misleading way.
4. Free, Premium and Spaces
Polymorph offers a Free plan and Premium. Free includes 2 GB of cloud storage. Premium is a monthly subscription in four storage tiers: 100 GB, 500 GB, 1 TB and 2 TB. Storage sizes are counted in binary units: 1 GB here means 1,073,741,824 bytes. Premium also includes features that need it, such as Spaces and their voice channels. Calls and group calls in chats are available on Free. The included features and current prices are shown in the app, on the pricing page and at checkout. Premium does not mean unlimited cloud storage.
Your storage use includes your files, files in Recently deleted, and the stored content of Spaces you pay for. Files you delete stay in Recently deleted for 30 days, where you can restore them, and are then deleted; you can empty it sooner. When you are over your storage limit, uploads that would exceed it are refused; reading, downloading and deleting keep working.
When Premium ends, for whatever reason, you keep your Premium storage limit for 14 more days. After that the Free limit applies, and new uploads are refused while you are over it. If you then store more than the Free limit, your most recently added or changed personal files and chat attachments you sent, up to that limit, and any you choose in the app to keep instead, stay backed up in the cloud. The rest is no longer backed up: it does not sync to devices you add, and as soon as one of your devices has a copy of such a file or attachment, its cloud copy is deleted and only the copies on your devices remain. Whatever of the rest is still stored only in the cloud 6 months after this starts is deleted from the cloud. We tell you in the app and by notification when this starts, every month, and 30 and 7 days before the deletion, with the date and what is affected, and nothing is deleted less than 30 days after we first told you it would be. When a chat attachment you sent is deleted from the cloud, people you sent it to who have not downloaded it can no longer download it; copies already on their devices are not affected. Space content and Recently deleted are not affected by this rule. If you renew Premium before the deletion date, what is still in the cloud is backed up normally again; files already kept only on your devices are not put back in the cloud automatically.
Spaces are a Premium feature. Every member of a Space, including its owner and each invited participant, needs their own active Premium subscription to create, join or use it. A Free account cannot create, join or use a Space, and another member's subscription does not extend Space access or other Premium features to you. You can view an invitation without Premium; accepting it requires Premium. We do not tell other members whether you have Premium. Within a Space, what you can do depends on your role (Viewer, Editor, Admin or Owner) and on the Space's settings.
If your Premium ends while you are a member, you stay a member and can still read the Space, but you cannot post, edit, upload or manage anything there until you renew.
A Space's stored content counts against the storage of the account that pays for the Space, normally its owner, and not against each uploader's personal storage. The owner can set a storage limit for the Space within their own allowance. If the paying account's Premium ends, the Space's content stays available, and after the 14-day storage period new uploads to the Space pause until the owner renews or ownership changes. When ownership is transferred, the new owner pays for new storage; content already stored stays counted against the account it was charged to until that account is deleted, when it moves to the current owner.
If you leave a Space or are removed from it, you lose access to it, and your devices delete that Space's channels, history, files and keys stored on them. The same happens when a Space is deleted. Copies you saved or exported outside Polymorph are not affected.
When a Space owner deletes their account and the Space has other active members, the Space is not deleted with it. The owner's device normally signs the departure before the account is deleted. Thirty days after the departure, ownership passes to the longest-standing admin or, if there is none, the longest-standing member. During those 30 days the Space's content stays as it is, uploads are paused and nobody is charged for its storage; at the takeover, the Space's stored content moves to the new owner's storage, even if that puts them over their limit (with the consequences described above). If nobody can take over, the Space is deleted after the 30 days. If the owner's account was deleted without a signed departure, the Space stays readable but cannot pass to a new owner; it is deleted 30 days after the owner's account deletion, and members are told the date in advance. Coordinate ownership and keep independent copies of important content before closing an account.
5. Purchases, renewal and cancellation
Premium is sold on our behalf by Sold Through Link, LLC ("Link"), a Stripe company, as merchant of record. You buy it on pay.polymorph.pm and from the Polymorph apps distributed directly for desktop and Android, which open Link's checkout. The checkout says "Sold through Link". Link takes your payment; in the EU, payments are processed by Stripe Technology Europe, Limited. Your receipts, invoices and refund notes come from Link by email, and the charge appears on your statement as LINK.COM* POLYMORPH. The Sold Through Link Terms apply to your payment and to Link's support for it; this Agreement applies to Premium and the rest of the service. Polymorph provides Premium and remains responsible for it, and for support with using it. The apps distributed through Apple's App Store and Google Play do not sell Premium; Premium bought elsewhere works in them too.
Premium can be bought only by people and organisations located in the following countries and territories: the member states of the European Union (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden); Albania, Belarus, Gibraltar, Iceland, Liechtenstein, Moldova, Norway, Serbia, Switzerland, Ukraine and the United Kingdom; Canada and the United States; Barbados, Bermuda, the British Virgin Islands, the Cayman Islands and Mexico; Cameroon, Egypt, Ghana, Kenya, Nigeria, South Africa, Uganda, Zambia and Zimbabwe; and Armenia, Australia, Azerbaijan, Brunei, Georgia, Hong Kong, India, Indonesia, Israel, Japan, Kazakhstan, Kuwait, Kyrgyzstan, Laos, Macao, Malaysia, Nepal, New Zealand, the Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Taiwan, Tajikistan, Thailand, Turkey and Vietnam. On pay.polymorph.pm you state the country where you are located; state it truthfully. A card issued outside these countries is declined. We do not determine your location from your IP address. The Free plan is not limited to these countries.
Prices are set in euros and include VAT or sales tax where it applies; Link calculates and pays that tax. The checkout can show and charge the price in your local currency instead, at an exchange rate set by Link; where it offers the choice, you can pay in euros. If you pay in your local currency, the amount is recalculated at each renewal, so it can differ from month to month. Your bank or card issuer may charge its own fees, for example for a foreign-currency or cross-border payment; we and Link do not add other fees. You can pay by card, Apple Pay, Google Pay, Link or Bancontact; if you pay by Bancontact, later renewals are collected by SEPA Direct Debit from the same bank account. Which methods appear depends on your country and device.
Before you pay, our page and the checkout show the price, that Premium is a monthly subscription that renews automatically every month at the price shown until you cancel, and how to cancel. Keep Link's receipt email: its receipt or invoice number identifies your purchase to us.
Premium renews every month at the price that applies to your subscription until you cancel. You can cancel at any time in the app; on pay.polymorph.pm through "Billing & invoices", which opens Stripe's billing page; or at link.com, with the email address you used at checkout. Cancelling stops the next renewal; Premium stays until the end of the month you paid for. If you no longer have a Polymorph device, you can cancel through "Manage by email" at pay.polymorph.pm/manage, which signs you in to Stripe's billing page with the email address you used at checkout, at link.com, or through your bank or card issuer. Deleting your Link account, or asking Stripe or Link to delete your payment data, also cancels the subscription.
You can change your storage tier in the app. An upgrade is charged at once for the rest of the current month (prorated), and the larger tier applies when that charge is paid. A downgrade applies at once, and the unused part of the current month is credited against your next invoices. We refuse a downgrade while your stored data (your files, Recently deleted and Spaces you pay for) is larger than the smaller tier.
If a renewal payment fails, Link retries it for up to 7 days and Premium continues meanwhile. If all retries fail, the subscription is cancelled and Premium ends.
We may change Premium prices. We will tell you at least 30 days before a new price applies to your subscription, in the app and on our website. You can cancel before the new price applies. A price change never applies to a period you have already paid for. A change in the exchange rate for a local-currency payment is not a price change.
Link handles payment questions, refund requests and chargebacks or payment disputes. Link decides on refund requests under its own refund policy, and Link and Stripe decide whether to contest a dispute. Premium is suspended when the payment for the current month is fully refunded, by us or by Link (until a later month is paid), and while a chargeback or payment dispute is open (until it is resolved in favour of the payment). If a dispute is decided against the payment or is not contested, or the card issuer reports the payment as fraudulent, Premium for that subscription is suspended permanently and the subscription is cancelled at once. Link may also decline or cancel a payment it suspects is fraudulent or made in error. A suspension does not itself delete content; the storage rules in section 4 apply as when Premium ends. Contact us if you think a suspension is wrong.
Cancelling renewal, closing a Polymorph account and withdrawing from a purchase are different actions. Account deletion does not itself cancel the subscription: before deleting the account, the app cancels the renewal when the device can do so. If it cannot, or if you delete the account another way, the subscription keeps renewing until you cancel it through "Manage by email", at link.com or through your bank or card issuer. We cannot cancel it based on your account, because we do not link payments to accounts (see the Privacy Policy).
Absent a stated offer or an applicable right to reimbursement, cancellation of renewal does not by itself create a refund for an otherwise properly supplied current month. This does not exclude remedies for a faulty or non-conforming service, withdrawal rights, or refunds otherwise required by law. Link can also refund a payment within 60 days of the purchase under its refund policy; that policy adds to your rights under this Agreement and the law and does not replace them. If we discontinue paid access without a breach attributable to you, we will address unused prepaid access and applicable refund rights rather than imposing a blanket no-refund rule.
6. Consumer withdrawal and remedies
As a consumer, you may withdraw from a Premium purchase within fourteen days of buying it, without giving a reason. At checkout you ask us to start Premium immediately, by ticking the box that says so; you can still withdraw. If you withdraw, you get your payment back minus an amount for the days of Premium already provided, in proportion to the month you paid for.
To withdraw, use either route; sending the notice before the deadline is sufficient:
- Contact Link support, request a refund for the purchase and give “cooling off period” as the reason.
- Or email info@polymorph.pm with the purchase date and the receipt or invoice number from Link's email. A notice can say: “I withdraw from my Polymorph purchase made on [date], receipt number [number].”
Do not send account keys or card details. The subscription is then cancelled, and the refund is paid by Link without undue delay and within fourteen days of receiving your notice, to the payment method you used unless you agree otherwise, without a refund fee. If you paid in your local currency, the refund uses the same exchange rate as the payment. If Link refunds more under its own refund policy, you keep the larger refund.
Only the ticked request at checkout counts as asking us to start immediately. Merely signing up, paying or using the app is not treated as a waiver. If that request was not properly obtained or confirmed, we do not charge for the days used.
Mandatory rights concerning conformity, correction, price reduction, termination, damages and other remedies remain available where applicable. Contact us about a problem; support procedures do not remove statutory deadlines or access to a regulator or court.
7. Security, availability and third parties
Polymorph is designed to provide end-to-end encrypted communication and supported encrypted storage. We do not disclaim that commitment, but cannot promise flawless software, uninterrupted delivery or protection after a device is compromised or a recipient discloses content. Keep your software updated and safeguard independent recovery material.
Calling is not a replacement for a telephone or emergency service. Polymorph does not connect you to police, ambulance, fire or other emergency numbers. Maintain another way to reach emergency services.
External websites, map services, operating-system services and payment providers have their own terms and data practices. Link's Sold Through Link Terms and Stripe's Privacy Policy apply to Link's and Stripe's handling of your payment. A link is not our endorsement. Their separate role does not remove our own contractual or statutory responsibilities. See the Privacy Policy for link previews, map requests, push delivery and peer-to-peer network-address exposure.
8. Signing out, restriction, suspension and termination
Signing out removes that account's data from the device: messages, media, files, keys, caches and settings stored there. Your account, your other devices and your encrypted archive on our servers stay; your history is restored from the archive when you sign in again, which requires your recovery keys. Messages and uploads that have not reached our servers are lost. Removal from the device is best effort: we cannot control how storage hardware or operating-system backups keep deleted data, and some data held by the operating system is removed the next time the app starts. Content you saved or exported outside Polymorph, including media saved automatically to your device's gallery if you turned that on, is not removed.
You may stop using Polymorph or delete your account in app settings. For help, contact support. Deletion revokes account access and starts applicable cleanup; it does not erase recipients' copies, automatically cancel every subscription (see section 5) or guarantee immediate removal from every backup and shared record. Spaces you own follow section 4. The Privacy Policy explains the present retention limits.
We may restrict access, remove available content or suspend/close an account where reasonably necessary to address a serious or repeated breach, unlawful use, a security threat, a legal requirement or discontinuation of the service. We use proportionate measures where practicable. We cannot routinely inspect encrypted chat plaintext; reports and other information available to us may inform action.
Where reasonably possible and lawful, we explain the reason and how to contact us to challenge an error, and provide notice or an opportunity to remedy it. Immediate action may be necessary for serious harm, security or a legal restriction on notice. This does not create an unrestricted right to end paid access without the applicable consumer remedies.
Ending access does not remove rights or obligations that need to survive, such as payment remedies, ownership, properly limited content-processing permissions for remaining copies, confidentiality/security duties, and dispute provisions.
9. Responsibility and liability
Nothing in this Agreement excludes mandatory consumer rights, liability for fraud, deliberate misconduct, or any other liability that cannot lawfully be excluded or limited. We remain responsible for performing our contractual obligations and for remedies required by applicable law. No term makes you waive a claim merely because you use Free access.
For business users, and only to the extent permitted by applicable law, we exclude indirect/consequential loss and loss of profit, revenue or business opportunity, and limit aggregate liability related to the service to the greater of EUR 100 or the fees paid to us for it in the twelve months preceding the event giving rise to the claim. These business limitations do not apply to the non-excludable liabilities above. They are not a consumer liability cap.
You remain responsible under applicable law for damage caused by your unlawful conduct or attributable breach. There is no blanket consumer obligation to defend Polymorph or indemnify it for all use of the service.
Events genuinely beyond reasonable control may delay performance. We will take reasonable steps to limit disruption and restore service. Such events do not automatically remove statutory remedies or excuse a failure to take appropriate security precautions.
10. Changes and notices
We may change the service or Agreement for valid reasons such as legal requirements, security, technical development or changes to the features offered. We will identify the new version and provide at least thirty days' advance notice of material terms changes, except where mandatory law permits or requires a different approach for urgent circumstances. Applicable rights to retain the service, terminate or receive a remedy are unaffected. Price changes follow section 5.
We will use a notice method appropriate to the change and applicable law. The app account does not require an email address, so we do not assume one exists; for subscriptions, we can also reach the payer through the email address given at checkout. A notification pointing to a website is not treated as universal proof of receipt or agreement. Where individual notice, a durable copy or express acceptance is required, we must provide that before relying on the change. Existing acceptance records will not be silently rewritten. Continued use is not a substitute for consent where consent is required.
You can reach us at info@polymorph.pm. We can reply by email when you contact us or separately provide an address for that purpose. No account-key disclosure is needed merely to contact support. For a purchase, give the receipt or invoice number from Link's email; we do not need your handle or account, and do not ask for them. Questions about a payment, a receipt, a refund or a dispute can also go to Link support; Link may refer questions about Premium itself to us.
11. Disputes and general provisions
Dutch law governs this Agreement without depriving consumers of mandatory protections applicable in their country of residence. Business disputes may be brought before the competent Dutch courts. Consumers retain the courts and complaint routes available under applicable law; we do not impose a mandatory foreign forum or class-action waiver on them. This section covers your agreement with us. Your payment relationship with Link and Stripe is governed by their terms, including their own provisions on applicable law and disputes; they do not limit your rights against us under this Agreement or mandatory law.
We encourage you to contact us first about a dispute, but do not require waiting sixty days before exercising a statutory right or seeking urgent relief. Applicable alternative-dispute-resolution routes remain available. We do not claim membership of a particular ADR scheme. The discontinued EU Online Dispute Resolution platform is not a complaint route offered by these terms.
If a provision is unenforceable, mandatory law applies and the remaining provisions continue where legally possible. Failure to enforce a term once is not a permanent waiver. A transfer of this Agreement must not reduce your rights or the guarantees owed to you; required notice and consent remain necessary. It does not authorise unrelated reuse of personal data.
Contact: Polymorph Technologies B.V., KvK 42138293, Haarlemmerweg 331 A, 1051 LH Amsterdam, Netherlands; info@polymorph.pm.