Terms of Service

By creating an Elennai account, embedding a widget, or calling our API, you (the "Customer") agree to these Terms of Service on behalf of yourself and any organization you represent. If you don't agree, don't use the service.

We may update these Terms from time to time. Material changes are emailed to the account owner at least 30 days before they take effect, and continued use after the effective date constitutes acceptance. The latest version is always at this URL.

You're responsible for keeping your account credentials confidential and for everything that happens under your account. If you suspect an unauthorized access, email support@elenn.ai immediately and we'll help you rotate keys and audit recent activity.

Acceptable use means: lawful purposes only; no spam, phishing, malware, or harassment; no attempting to break multi-tenant isolation or to access another customer's data; no resale of the service without a written reseller agreement. We can suspend or terminate accounts that violate this section - see § 7.

You retain ownership of every document, prompt, system message, conversation log, and configuration you upload or generate on Elennai (collectively, "Customer Content"). You grant us a limited, non-exclusive license to host, process, embed, retrieve, and display Customer Content solely so we can deliver the service to you and your end users.

You're responsible for having the legal right to upload everything you upload. Don't upload content you don't own or aren't licensed to use, and don't upload personal data of EU residents without a lawful basis under GDPR (see the Privacy Policy for our role as data processor). If a takedown notice arrives that targets your content, we'll forward it and ask you to respond within the timeframe required by law.

Elennai is a platform that helps you build AI chatbots grounded in your own documents. We do not vouch for the factual accuracy of any answer the chatbot generates - answers depend on the documents you upload, the prompts you write, and the inherent limitations of the underlying language models. Outputs are not legal, medical, financial, or other professional advice, and end users should not rely on them as such.

You're responsible for setting expectations with your end users, for placing appropriate disclaimers in the widget, and for human review on any decision where wrong answers could harm someone. We provide retrieval, ranking, safety filtering, and source attribution as building blocks - the end-user experience is your product.

Paid plans are billed in advance through Stripe - monthly or annual, depending on what you choose in the Billing tab of your dashboard. Annual plans receive the discount published on the pricing page at the time you subscribed. All amounts are in EUR unless otherwise stated, exclusive of VAT and any other applicable taxes, which we add at checkout based on your billing country.

You can cancel at any time from the Billing page in your dashboard; cancellations take effect at the end of the current billing period and there are no refunds for partial periods. Upgrading mid-cycle is immediate and we credit any unused portion of the previous plan automatically. Failed payments pause access after a 7-day grace period; you can reinstate by updating your card.

We aim for a high level of uptime and post status incidents publicly when they occur. Paid plans below Scale do not include a contractual SLA. Scale customers receive a written SLA as part of their MSA, so talk to us if you need one.

We may add, remove, or modify features as the product evolves. Changes that break existing integrations are announced via the dashboard and to the account owner's email at least 30 days in advance where reasonably possible. We may run maintenance windows that briefly interrupt service; we announce planned windows on the status page.

You can close your account at any time from the dashboard or by emailing support@elenn.ai. We can suspend or terminate accounts that violate § 2 (acceptable use), fail to pay (§ 5), or pose a security risk to other customers. Where the breach is fixable, we'll give you a reasonable chance to fix it before terminating.

Within 90 days of termination, you can export your documents, chat history, and embeddings via the dashboard or REST API. After 90 days, we delete Customer Content from production systems; encrypted backups continue to age out on the standard retention cycle described in the Privacy Policy. See § 8 for what happens to the limitation of liability if termination happens because of a breach.

The service is provided "as is" and "as available" without warranties of any kind, express or implied, including (without limitation) merchantability, fitness for a particular purpose, or non-infringement. We do not warrant that the service will be uninterrupted, error-free, or that the AI outputs will be accurate or appropriate for your use case.

To the maximum extent permitted by law, our total liability arising from or related to the service - whether in contract, tort, statute, or otherwise - is limited to the amount you paid us in the 12 months preceding the event giving rise to the claim. We are not liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, data, or goodwill, even if we were advised of the possibility. These limits don't apply where the law says they can't - for example, in cases of gross negligence, willful misconduct, or statutory consumer rights.

You agree to defend and indemnify Elennai against third-party claims arising from (a) Customer Content you uploaded that you didn't have the right to use, (b) your use of the service in violation of these Terms, or (c) the way you set up the bot's behaviour towards your end users (disclaimers, escalation paths, retention).

We'll tell you promptly if such a claim comes in, let you control the defence if you want to, and reasonably cooperate. You can't settle a claim that admits fault on our behalf without our written consent.

These Terms are governed by the laws of Denmark, without regard to conflict-of-laws rules. The parties first try to resolve any dispute informally; if that fails, the courts of Copenhagen have exclusive jurisdiction, except that either party can seek injunctive relief in any court of competent jurisdiction to protect intellectual property or confidential information.

If you are a consumer (rather than a business) located in the EU, your statutory rights under the law of your country of residence remain unaffected. EU consumers can also use the European Commission's Online Dispute Resolution platform.

These Terms (together with the Privacy Policy and any signed order form or DPA) are the entire agreement between us. If any provision is held unenforceable, the rest of the agreement stays in force. We don't waive a right by not exercising it. You can't assign the agreement without our consent, except to an affiliate or in connection with a merger or acquisition.

Notices to us go to support@elenn.ai. Notices to you go to the email address on the account.