The Kaltura Customer Agreement is the online master agreement for Kaltura’s hosted products. It is an agreement between Kaltura, Inc. and the customer, and covers any product the customer orders through the Kaltura website or through an Order Form that references it.[1] The version reviewed for this article carries the footer date 26 April 2026. Quantities, prices and terms are in Order Forms, which Kaltura supplies and which reference the Agreement, so reading Kaltura’s licensing means reading the two together.[1] The pricing page does not publish prices; solutions are shown as available by quote or by plan.[4]
Formation and amendment
The Agreement takes effect when the customer clicks an acceptance button, or, if earlier, when it uses any of the Service Offerings or executes an Order Form referencing the Agreement.[1] A person agreeing for an organisation represents that they have authority to bind it.[1] Kaltura may modify the Agreement and its Policies at any time by posting a revised version on the Kaltura site or by notifying the customer; modified terms become effective on posting or as stated in an email, and continued use means acceptance. It is the customer’s responsibility to check the site regularly.[1] The Agreement incorporates the Acceptable Use Policy and other Policies, and is the entire agreement between the parties on its subject matter.[1] The Acceptable Use Policy page on the Kaltura site shows a last-updated date of 1 August 2021.[5]
Because the online Agreement can change by posting, a licence record should keep the version date on which each Order Form was signed and the version in force at renewal.
Accounts
To use the Services the customer must create a Kaltura account associated with a valid email address. Unless the customer activates a Kaltura Multi-Account, it may create only one account per legal entity.[1] The customer is responsible for all activity under its accounts, whether by itself, its employees or third parties such as contractors or agents.[1] Kaltura log-in credentials and private keys are for the customer’s internal use only and may not be sold, transferred or sublicensed, although a private key may be disclosed to agents and subcontractors performing work on the customer’s behalf.[1] The customer is also responsible for its End Users, defined as anyone who directly or indirectly accesses Your Content or uses the Service Offerings under the account; it must ensure they comply and must terminate the access of an End User that it knows is in violation.[1] Usage dashboards aggregate a parent account’s child accounts under the parent Publisher ID.[6]
Support and third-party content
Support beyond what Kaltura generally provides to other users without charge is available through premium support packages, for which the customer contacts Kaltura.[1] The customer, not Kaltura, provides support to its End Users unless there is a separate agreement.[1] Third Party Content such as applications offered by third parties is made available under separate terms, including separate fees and charges, and is used at the customer’s own risk.[1]
Changes to the services
Kaltura may change, discontinue or deprecate any Service Offering or change or remove features. It will notify the customer of material changes or discontinuation. For changed APIs it will use commercially reasonable efforts to continue supporting the previous version for 12 months, except where that would pose a security or intellectual property issue, be economically or technically burdensome, or violate the law.[1]
Fees, Order Forms and minimum commitments
For customers without an Order Form, Kaltura calculates and bills fees and charges monthly, though it may bill more or less frequently. The customer pays the fees described on the Kaltura site by a supported payment method, and Kaltura may charge a card for all amounts due, including taxes, set up fees and subscription fees. Fees for a new Service or feature take effect on posting; Kaltura may increase or add fees for an existing Service on at least 30 days advance notice, and may charge interest on late payments at 1.5% per month or the highest lawful rate if lower.[1] Fees are exclusive of taxes and duties including VAT and sales tax.[1]
Customers that buy a subscription through a signed Order Form are subject to section 5.3 and the Order Form.[1] The Agreement states that:
- minimum commitments are based on Services purchased and not actual usage;
- they are non-cancelable and cannot be decreased during the specified term;
- fees paid for minimum commitments and actual usage are not refundable; and
- the customer’s payments are not contingent on delivery of future functionality or features.[1]
Under these terms a customer that uses less than its commitment still owes the commitment, and the Agreement does not describe a mechanism for reducing it mid-term. The Order Form, not the online Agreement, would set any consumption tiers, overage rates or renewal pricing, and those terms are not published. The catalog treats this as Order Form minimum commitment.
Suspension
Kaltura may suspend the right of the customer or any End User to access or use some or all Service Offerings immediately on notice in four situations: a security risk, adverse impact on Kaltura’s systems or other customers, liability exposure or suspected fraud; breach of the Agreement, expressly including payment delinquency of more than 15 days; an invalid or unavailable credit card; and where the customer has ceased to operate, made an assignment for the benefit of creditors or become subject to insolvency proceedings.[1] During a suspension the customer remains responsible for fees incurred through the date of suspension, minimum commitments specified in an Order Form, applicable fees for services it can still access and data storage fees, and receives no refund of prepaid fees for the period.[1]
Term and termination
The Agreement lasts from its effective date until terminated.[1] The customer may terminate for any reason by giving notice and closing its account for all Services that have an account closing mechanism. Either party may terminate for cause on 30 days advance notice for a material default that is not cured within the notice period. Kaltura may also terminate immediately for cause connected with a suspension, if its relationship with a third-party partner supplying technology ends or requires change, if it believes providing the service could create a substantial economic or technical burden or material security risk, to comply with law, or if provision has become impractical or unfeasible for legal or regulatory reasons.[1]
On termination the customer’s rights end, it remains responsible for fees through the termination date and for Order Form minimum commitments, must return or destroy Kaltura Content in its possession, and receives no refund of prepaid fees, including pre-purchased credits, monthly or annual fees paid in advance, or minimum commitments.[1] Because minimum commitments survive termination, ending a service before the end of an Order Form term does not end the payment obligation under these terms.
Licence and restrictions
Kaltura or its affiliates or licensors own the Service Offerings. Kaltura grants the customer a limited, revocable, non-exclusive, non-sublicensable, non-transferrable licence during the Term to access and use the Services in accordance with the Agreement and to copy and use Kaltura Content in connection with permitted use.[1] The Agreement prohibits modifying or creating derivative works of software included in the Service Offerings (except where a separate licence permits it), reverse engineering, accessing or using the Service Offerings in a way intended to avoid incurring fees or exceeding usage limits or quotas, and reselling or sublicensing them unless an Order Form expressly authorises it. All licences are conditional on continued compliance and terminate immediately and automatically on non-compliance.[1]
As between the parties, the customer, its End Users or its licensors own Your Content, and Kaltura obtains rights only to provide the Service Offerings.[1] Suggestions the customer provides become Kaltura’s property, with an assignment of rights.[1]
Assignment, contracting entity and disputes
The customer may not assign the Agreement or delegate or sublicense its rights without Kaltura’s prior written consent. Kaltura may assign without consent to an affiliate or to a third party acquiring all or substantially all assets relating to the Agreement or a controlling interest in Kaltura.[1] Where the account has a bill-to or sold-to address in the United Kingdom or European Union, the contracting entity is Kaltura Europe Ltd., a subsidiary organised under the laws of England and Wales.[1] The Agreement is governed by New York law. Customers located in the United States agree to resolve disputes individually by arbitration under the American Arbitration Association’s Commercial Arbitration Rules, with a class action waiver, and a claim must be noticed for arbitration within one year of when it could first be filed.[1]
For a customer undergoing a reorganisation, merger or divestiture, the assignment clause is the one to check, since it requires consent for the customer’s side only.
Trials
Kaltura publishes two separate trial agreements, each stated to have been last updated on 1 March 2022.[2][3] Under both, the customer may not access the trial service if it is a direct competitor of Kaltura without prior written consent, and may not use it to monitor availability, performance or functionality or for benchmarking or competitive purposes.[2][3]
- Free Trial. The agreement remains in effect until Kaltura ceases making the service available, and Kaltura reserves the right to cease making it available in whole or in part at any time in its sole discretion. The service is provided as is, with production use at the customer’s sole risk. The customer may not license, sublicense, sell, resell, rent, lease, transfer or make the service available to a third party.[2]
- Limited Trial. The customer must provide a valid credit card at registration. Kaltura charges USD 1.00 to validate the card and places a USD 100.00 hold as a deposit, which is used solely as a guarantee for the provision of services and is released on completion or termination of services if all terms have been met; the customer is charged only for a breach of the agreement.[3]
The pricing page marks the Conversational Agent Studio and the Video Management Console as having a free trial, and Video Portal and Media Services as having a limited trial.[4] A trial that is later converted to a paid subscription moves to the Customer Agreement and an Order Form, so the dates of the conversion should be recorded.
What to check in an Order Form
The Customer Agreement leaves several matters to the Order Form, and a licence manager should confirm each against the signed document: the products and the metric for each, the minimum commitment and its term, how usage above the commitment is charged, renewal and notice dates, whether resale or sublicensing is authorised, any Multi-Account structure, and whether premium support is included.
Out of scope
This article does not cover data privacy and security terms in section 3 of the Agreement, indemnification, warranty disclaimers or limitation of liability, nor the Data Processing Agreement, which the Agreement incorporates by reference. It does not cover Kaltura’s AI Addendum or REACH terms, which are in REACH credits and the AI Addendum.