Terms of service
The public-service compact between residents and the Institution. Written in plain language. Legally binding. Our commitments are enforceable against us — not the other way around.
Last updated · April 2026 · v3.21 · What you accept
By using New Institution services, you accept these terms and our Privacy Policy. You keep your legal right of appeal and escalation regardless of these terms — no clause here waives statutory rights.
2 · Who can use this
Any resident with a valid government ID may use the full services catalogue. Visitors can browse, search, and use the public AI Assistant. Children may use age-appropriate services with parent or guardian approval.
3 · Your account
Your account is tied to a single verified identity. You are responsible for keeping your credentials safe. Suspected compromise: contact us within 24 hours; we freeze access without penalty while we investigate.
4 · Our commitments to you
We commit to: (a) meeting every published service-level agreement; (b) issuing automatic refunds when we miss; (c) answering every appeal within one business day; (d) publishing every rule change 30 days before it takes effect.
5 · AI-assisted decisions
Where an automated decision affects your rights or benefits, you have the right to: a human review within 1 business day; a full explanation of the input features and reasoning; the ability to appeal within 30 days with no fee.
6 · Acceptable use
Use services only for their stated purpose. Do not attempt to impersonate others, submit fraudulent information, or circumvent rate-limiting. Violations are logged and may result in account suspension subject to due process.
7 · Changes to these terms
We publish proposed changes 30 days before they take effect. You can read the diff, submit comments, and — for material changes — vote in a public consultation period. History of every prior version is kept permanently.
8 · Contact
Legal questions: legal@new-institution.gov. Formal disputes: via the Appeals portal in your account. In-person help: any public library.