Terms of Service

1. Introduction and Contracting Entity

These Terms of Service (“Terms”) constitute a legally binding agreement between you (“Customer”, “you”, or “your”) and Buildgrid Ltd (“Company”, “we”, “our”, or “us”), governing your access to and use of the Supportlens platform and related services (collectively, the “Service”).

By creating an account or using the Service, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you are accepting these Terms on behalf of an organisation, you represent and warrant that you have the authority to bind that organisation to these Terms.

If you do not agree to these Terms, you must not access or use the Service.

2. Definitions

• “Customer Data” means all data, including personal data, that you or your end users submit, upload, or otherwise make available through the Service.
• “Organisation” means the entity or workspace you create or join within the Service.
• “Authorised Users” means individuals you invite or authorise to access the Service under your Organisation account.
• “Subscription Plan” means the pricing tier and feature set you select when subscribing to the Service.
• “AI Features” means the artificial intelligence and machine learning capabilities provided as part of the Service, including but not limited to automated response suggestions, ticket classification, and conversation summaries.

3. Eligibility and Account Registration

To use the Service, you must be at least 16 years of age and have the legal capacity to enter into a binding agreement. By registering, you agree to:

• Provide accurate, current, and complete registration information
• Maintain and promptly update your account information
• Keep your login credentials confidential and not share them with third parties
• Accept responsibility for all activities that occur under your account
• Notify us immediately at security@supportlens.ai if you suspect any unauthorised access to your account

We reserve the right to refuse registration, suspend, or terminate accounts at our discretion if these Terms are violated.

4. Service Description

Supportlens is an AI-powered customer support platform provided as a Software as a Service (SaaS). The Service includes, subject to your Subscription Plan:

• Multi-channel support ticket management (email, live chat)
• Knowledge base and wiki functionality
• AI-assisted features for support operations
• Team collaboration and workflow automation tools
• Reporting and analytics
• Third-party integrations

We may update, modify, or enhance the Service from time to time. We will use reasonable efforts to notify you of material changes that affect your use of the Service.

5. Subscription Plans, Billing, and Payment

5.1 Subscription Plans

The Service is offered under various Subscription Plans as described on our pricing page. Features, usage limits, and pricing vary by plan.

5.2 Billing

Paid Subscription Plans are billed in advance on a monthly or annual basis, depending on the billing cycle you select. All fees are quoted in euros (EUR) unless otherwise stated and are exclusive of applicable taxes (including VAT), which will be added where required by law.

5.3 Payment

Payment is processed through our third-party payment provider (Stripe). By providing payment information, you authorise us to charge the applicable fees to your chosen payment method. You are responsible for keeping your payment information current.

5.4 Price Changes

We may change our prices from time to time. We will give you at least 30 days' written notice before any price increase takes effect. If you do not agree to the new pricing, you may cancel your subscription before the new price applies.

5.5 Refunds

Fees are generally non-refundable except as required by applicable law, including consumer protection laws of the European Union. If you believe you are entitled to a refund, please contact us.

6. Customer Data

6.1 Ownership

You retain all rights, title, and interest in and to your Customer Data. We do not claim ownership over any Customer Data you submit to the Service.

6.2 Licence to Us

You grant us a limited, non-exclusive, worldwide licence to use, process, store, and transmit Customer Data solely to the extent necessary to provide, maintain, and improve the Service in accordance with these Terms and our Privacy Policy.

6.3 Data Processing

To the extent that Customer Data contains personal data, we process it as a data processor on your behalf in accordance with the General Data Protection Regulation (EU) 2016/679 (“GDPR”). The details of our data processing activities are set out in our Data Processing Agreement (DPA), which forms part of these Terms. You may request a copy of the DPA by contacting us.

6.4 AI Features and Customer Data

When AI Features are used, Customer Data may be processed by third-party AI model providers (e.g. Anthropic, Azure OpenAI) to generate responses, classifications, and summaries. We ensure that such providers are bound by data processing agreements and appropriate safeguards. We do not use your Customer Data to train general-purpose AI models.

6.5 Data Security

We implement appropriate technical and organisational measures to protect Customer Data in accordance with industry standards and applicable data protection legislation. Details are provided in our Privacy Policy.

7. Acceptable Use

You agree not to use the Service to:

• Violate any applicable law, regulation, or third-party rights, including data protection, intellectual property, and privacy laws
• Transmit any malware, viruses, or other harmful code
• Attempt to gain unauthorised access to the Service, other accounts, or any related systems or networks
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Service
• Use the Service to send unsolicited communications (spam) or for any fraudulent purpose
• Resell, sublicense, or redistribute the Service without our prior written consent
• Interfere with or disrupt the integrity or performance of the Service
• Use the Service in a manner that could damage, disable, or impair the Service or interfere with other users' access

We reserve the right to investigate and take appropriate action, including suspension or termination, against anyone who violates this section.

8. Intellectual Property

8.1 Our Intellectual Property

The Service, including its design, features, code, documentation, trademarks, and all related intellectual property rights, is and remains the exclusive property of Buildgrid Ltd and its licensors. Nothing in these Terms transfers any intellectual property rights to you except the limited licence to use the Service as described herein.

8.2 Feedback

If you provide us with suggestions, ideas, or feedback regarding the Service (“Feedback”), you grant us an unrestricted, irrevocable, perpetual, non-exclusive, royalty-free licence to use, modify, and incorporate such Feedback into the Service without any obligation to you.

9. Confidentiality

Each party agrees to keep confidential any non-public information received from the other party (“Confidential Information”) and to use it only for the purposes of performing obligations under these Terms. This obligation does not apply to information that: (a) is or becomes publicly available through no fault of the receiving party; (b) was already known to the receiving party; (c) is independently developed by the receiving party; or (d) is required to be disclosed by law, regulation, or court order, provided that reasonable notice is given to the disclosing party where permitted.

10. Service Availability and Support

10.1 Availability

We use commercially reasonable efforts to make the Service available 24 hours a day, 7 days a week, excluding planned maintenance. We will use reasonable efforts to provide advance notice of scheduled maintenance. We do not guarantee uninterrupted or error-free operation of the Service.

10.2 Support

Technical support is provided in accordance with your Subscription Plan. Support requests may be submitted through the Service or by emailing support@supportlens.ai.

11. Term and Termination

11.1 Term

These Terms enter into force when you create an account or begin using the Service and remain in effect until terminated by either party.

11.2 Termination by You

You may terminate your account at any time through the account settings in the Service or by contacting us. Termination does not entitle you to a refund of prepaid fees for the remainder of the current billing period, except as required by applicable law.

11.3 Termination by Us

We may suspend or terminate your access to the Service, in whole or in part, if:

• You breach these Terms and fail to cure the breach within 14 days of notice
• You fail to pay applicable fees within 14 days of the due date
• We are required to do so by law or by order of a competent authority
• Your use of the Service poses a security risk or may cause harm to other users or third parties

11.4 Effect of Termination

Upon termination, your right to use the Service ceases immediately. We will retain your Customer Data for 30 days following termination, during which you may request an export of your data. After this period, we will delete your Customer Data in accordance with our Privacy Policy, unless retention is required by applicable law.

11.5 Survival

Sections 6 (Customer Data), 8 (Intellectual Property), 9 (Confidentiality), 12 (Disclaimer of Warranties), 13 (Limitation of Liability), 14 (Indemnification), and 17 (Governing Law) shall survive the termination of these Terms.

12. Disclaimer of Warranties

The Service is provided on an “as is” and “as available” basis. To the maximum extent permitted by applicable law, we disclaim all warranties, whether express, implied, or statutory, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

In particular, we do not warrant that: (a) the Service will meet all of your requirements; (b) the Service will be uninterrupted, timely, or error-free; (c) the results obtained from AI Features will be accurate, complete, or reliable; or (d) any defects will be corrected.

AI Features are provided as tools to assist human decision-making and are not a substitute for professional judgement. You are responsible for reviewing and verifying any output generated by AI Features before acting on it.

Nothing in these Terms excludes or limits warranties that cannot be excluded or limited under applicable law, including mandatory consumer protection provisions of the European Union.

13. Limitation of Liability

13.1 Exclusion of Certain Damages

To the maximum extent permitted by applicable law, in no event shall Buildgrid Ltd, its directors, employees, or agents be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenue, data, or business opportunity, arising out of or related to your use of the Service, regardless of the theory of liability.

13.2 Cap on Liability

Our total aggregate liability under or in connection with these Terms shall not exceed the total fees paid by you to us during the twelve (12) months immediately preceding the event giving rise to the claim.

13.3 Mandatory Protections

Nothing in these Terms shall exclude or limit liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be excluded or limited under applicable law, including the Finnish Consumer Protection Act (Kuluttajansuojalaki 38/1978); or (d) breaches of data protection law for which we are directly responsible.

14. Indemnification

You agree to indemnify, defend, and hold harmless Buildgrid Ltd and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or relating to: (a) your use of the Service in violation of these Terms; (b) your Customer Data; or (c) your violation of any applicable law or third-party rights.

This indemnification obligation does not apply to the extent that a claim arises from our own breach of these Terms, negligence, or wilful misconduct.

15. Modifications to These Terms

We may update these Terms from time to time. We will notify you of material changes at least 30 days before they take effect, by email or through the Service. The updated Terms will be posted on this page with a revised “Last updated” date.

Your continued use of the Service after the effective date of revised Terms constitutes your acceptance of the changes. If you do not agree to the revised Terms, you must stop using the Service and may terminate your account in accordance with Section 11.2.

16. General Provisions

16.1 Entire Agreement

These Terms, together with the Privacy Policy and any Data Processing Agreement, constitute the entire agreement between you and Buildgrid Ltd regarding the Service and supersede all prior agreements and understandings.

16.2 Severability

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable.

16.3 Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

16.4 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, reorganisation, or sale of all or substantially all of our assets, upon reasonable notice to you.

16.5 Force Majeure

Neither party shall be liable for any failure or delay in performance resulting from causes beyond its reasonable control, including but not limited to acts of God, natural disasters, pandemic, war, terrorism, labour disputes, governmental actions, power failures, or internet disturbances.

17. Governing Law and Dispute Resolution

17.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of Finland, without regard to its conflict of law principles. The application of the United Nations Convention on Contracts for the International Sale of Goods (CISG) is excluded.

17.2 Dispute Resolution

Any dispute arising out of or in connection with these Terms shall be first sought to be resolved amicably through good-faith negotiations. If the dispute cannot be resolved within 30 days, it shall be submitted to the competent courts of Finland.

17.3 Consumer Dispute Resolution

If you are a consumer resident in the European Union, you may also be entitled to refer the dispute to the Consumer Disputes Board of Finland (Kuluttajariitalautakunta): kuluttajariita.fi/en. You may also use the European Commission's Online Dispute Resolution platform: ec.europa.eu/consumers/odr.

18. Contact Us

If you have any questions about these Terms of Service, please contact us:

Buildgrid Ltd
Email: legal@supportlens.ai