Help CentreQ-Hub AI Token Terms and Conditions
Q-Hub AI system
Q-Hub AI sits across the platform rather than being a single feature. In broad terms it does three things:
Ingests and indexes customer content — documents, forms, processes, registers and other records held in the customer's hubs are processed and turned into a searchable knowledge index for that company.
Retrieves the right context for a question — when a user asks something, the system finds the relevant records for that user, within their access permissions, rather than sending everything to a model.
Reasons over that context — a large language model produces the answer, summary, draft or suggestion, grounded in the retrieved records.
This is a retrieval-augmented generation (RAG) design. It matters commercially because the cost is driven by how much content is ingested and how much reasoning is done, not by seat count.
Where users meet it
Surface | What it does |
|---|---|
AI search / deep search | Natural-language search across the customer's Q-Hub data |
Q-Hub Assistant | General chat assistant available across the app |
Chat with… | Contextual chat against a specific document, form, process or record |
AI builders | Assisted creation of forms, processes and requirements |
AI actions | AI-assisted steps inside workflows |
Compliance gap analysis | In development — analysis of a customer's system against a standard |
Platform and data handling
Hosted on AWS (eu-west-2) alongside the rest of Q-Hub, with MongoDB Atlas as the vector store.
Reasoning runs on Google Vertex AI in the London region.
Retrieval respects existing Q-Hub access controls — a user cannot retrieve content they could not otherwise open.
Company admins control whether AI is on, which users have it, and which content is excluded.
Token Usage
Usage is measured in tokens. A token is the unit we deduct for AI work carried out on the customer's behalf. Tokens are consumed by activity, not by the number of licensed users, so a small team running heavy analysis can use more than a large team doing occasional searches.
What tokens are actually used for
Indicative costs for common tasks. Ranges are real — the cost of a task depends on how much content the AI has to read to do it.
Task | Typical cost | What drives the range |
|---|---|---|
Build a simple form from a PDF | 7–20 tokens | Length and complexity of the source PDF |
Build an audit template | 10–20 tokens | Number of questions and depth of the standard |
Analyse a process for customer trends — initial request | 20–80 tokens | Volume of data being analysed |
Analyse a process for customer trends — follow-up questions | 5–10 tokens | Context is already loaded, so follow-ups are cheap |
Assess audit requirement compliance | 10–50 tokens per requirement | Volume of connected evidence and content |
Two things worth understanding from these figures:
Follow-up questions cost less. Once the AI has loaded the context for an analysis, further questions on the same topic cost a fraction of the initial request. Users get better value by working through a topic in one session than by starting fresh each time.
Per-requirement work scales. Compliance assessment is charged per requirement, so a full standard is a large job.
Current token model — no charge
Current token allowance shown in the table below will be live until
Item | Position today |
|---|---|
Charge to customer | None. AI usage is not billed. |
Standard allowance | 300 tokens per account |
Additional tokens | Granted free on request, subject to review |
Review basis | Usage pattern, account size, and our own cost exposure |
Why | We are still improving the efficiency of the AI and balancing our underlying cost. We would rather learn from real usage than cap it early. |
Token model
New token prices live as of
Monthly refreshing allowance by plan
Each customer receives a token allowance that refreshes monthly.
Plan | Refreshing tokens per month |
|---|---|
Pro | 500 |
Essentials | 300 |
Basic | 150 |
Additional token purchase
Purchased tokens do not refresh, they remain on your account until used.
Item | Value |
|---|---|
Price per token | £0.025 |
Minimum order | 2,000 tokens |
Cost of minimum order | £50 |
Bonus token options
Bonus tokens are claimable from activities submitted from
Activity | Details | Value |
|---|---|---|
Leave a G2 review | Leave a review on our G2 Page and send us an email with confirmation. Tokens will be awarded once the review is accepted by G2 and live. | 1200 tokens Per review |
Leave a Google review | Leave a review on our Google Page and send us an email with confirmation. Tokens will be awarded once the review is accepted by Google and live. | 1200 tokens Per review |
Refer a customer (3 per year claimable) | Introduce us to another client, via email, teams or on LinkedIn. Once they have a demonstration with us you will be awarded tokens. | 2000 tokens Per referral |
Payment
Tokens are billed in advance, and tokens are only allocated once payment has been received.
Payment options | Processing | Admin Cost |
|---|---|---|
Token request form
| Within 10 business days | £15 Per Purchase |
GoCardless - Direct Debit
| Within 3 business days | Free |
Terms and conditions
AI tokens purchased through this service are non-refundable and cannot be sold back once bought. Token prices are subject to change over time, and the price you pay in one month may differ from the price in a following month, reflecting changes in the cost of the underlying AI technology.
Please note that token consumption occurs regardless of output quality, while q-hub is committed to improving the quality and reliability of AI outputs, we cannot guarantee that AI-generated results will meet expectations on every occasion, and tokens used are not be refunded if the output does not meet your needs.
Token consumption rates can also vary: as more advanced models are introduced, they may consume tokens at a faster rate, and different operations may use differing amounts of tokens depending on the complexity and volume of data involved in your request.
By purchasing tokens, you acknowledge and accept these terms.