What's fine,
what isn't.

AST Heating is an AI helper for household heating questions. This policy tells you what uses are fine, what uses are off-limits, and how we enforce it. Read it alongside our Terms of service.

• Use chat, photo diagnosis, image and video tools for your own home or a home you manage.
• Share a generated image, video or read-back with your engineer, landlord, family, or insurer.
• Include AST outputs inside a dispute letter, warranty claim, or insurance submission.
• Run the tools from any country — as long as you're 18+ or using them with adult oversight.

• Resell or redistribute credits. Credits are non-transferable and tied to the account that purchased them.
• Scrape, automate or load-test the service. Programmatic access is reserved for our future API (request access via support).
• Use AST to replace a Gas Safe / RGI / NATE / licensed engineer. We are guidance; we can't legally or safely replace a certified engineer for gas work.
• Generate content that is illegal, violent, sexual, or deceptive. The image / video tools are tuned for heating scenes — misuse attempts are filtered and logged.
• Attempt to extract the underlying model, its weights, or its prompts; or to reverse-engineer our pricing system to avoid metering.
• Claim AST guidance as professional advice. It isn't — it is general information based on pattern-matched scenarios.

Heating advice can touch on real hazards — gas leaks, carbon monoxide, scalding water, freezing pipes. When AST's guidance includes a safety step, follow the safety step first, then come back to the conversation.

For a suspected gas leak: leave the property and call your local gas emergency line from outside. AST cannot be your first line of safety response.

Credit-based pricing means there are no per-minute rate limits — you pay for what you use. However, to keep the service stable:

• No more than 20 chat messages per minute from a single account.
• No more than 4 concurrent image generations from one account.
• No more than 1 video render at a time per account.
• Abusive patterns (automation, headless browsers) may be blocked.

Genuine heavy use in a household is always fine — these limits only catch scripted abuse.

First, a warning email. If behaviour continues, we may:

1. Pause credit spending on the account.
2. Invalidate remaining bonus credits.
3. Terminate the account and refund unused paid credits.
4. For fraud, chargeback abuse, or illegal content generation: no refund, permanent ban, and where appropriate a report to the payment processor or local authorities.

You can appeal any enforcement action by emailing support@astheating.com within 14 days.

If you think someone else is misusing AST, email us — we treat reports confidentially and usually investigate within 5 working days.

We may update this list as new misuse patterns emerge. Material changes are surfaced on the site, and active accounts are emailed at least 14 days before they take effect.

Questions about this policy: support@astheating.com.