Terms of Service

1. Acceptance of Terms

By accessing or using RetentionLens ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of an organisation, you represent that you have authority to bind that organisation. If you do not agree to these Terms, do not use the Service.

2. Description of Service

RetentionLens provides a SaaS platform for customer retention analytics, churn prediction, cohort analysis, and revenue intelligence. Features available to you depend on the subscription plan you have purchased.

3. Accounts and Access

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must notify us immediately at legal@retentionlens.io if you suspect any unauthorised use of your account.

We reserve the right to suspend or terminate accounts that violate these Terms, engage in fraudulent activity, or fail to pay applicable fees.

4. Acceptable Use

You agree not to:

• use the Service for any unlawful purpose or in violation of applicable regulations;
• upload data you do not have the right to process or disclose;
• attempt to reverse-engineer, decompile, or extract source code from the Service;
• probe, scan, or test the vulnerability of our systems without prior written consent;
• use automated means to access the Service in a way that exceeds normal usage.

5. Your Data

You retain ownership of all data you upload to the Service ("Customer Data"). By uploading Customer Data, you grant RetentionLens a limited licence to process that data solely to provide and improve the Service.

We implement industry-standard security measures to protect Customer Data. You are responsible for ensuring that any personal data you upload is processed in compliance with applicable privacy laws, including obtaining necessary consents.

6. Subscriptions and Billing

Paid plans are billed in advance on a monthly or annual basis. Fees are non-refundable except as required by law or as expressly stated in a separate agreement. We may change pricing with 30 days' written notice; continued use after the notice period constitutes acceptance.

If payment fails, we may suspend access until outstanding amounts are settled. We use Stripe for payment processing; by providing payment details you agree to Stripe's terms.

7. Free Trial

We may offer a free trial period. At the end of the trial, you must subscribe to a paid plan to retain access. We reserve the right to modify or discontinue trial offers at any time.

8. Intellectual Property

The Service, including all software, algorithms, models, and content, is owned by RetentionLens and protected by intellectual property laws. These Terms do not grant you any rights in our trademarks or other proprietary marks.

9. Confidentiality

Each party agrees to keep the other's confidential information confidential and not to disclose it to third parties without prior written consent, except as required by law.

10. Disclaimer of Warranties

The Service is provided "as is" and "as available" without warranties of any kind, either express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or free of harmful components.

11. Limitation of Liability

To the maximum extent permitted by applicable law, RetentionLens shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or goodwill, arising out of or in connection with these Terms or your use of the Service, even if advised of the possibility of such damages.

Our total liability for any claim arising under these Terms shall not exceed the fees paid by you in the twelve months preceding the claim.

12. Indemnification

You agree to indemnify and hold harmless RetentionLens, its officers, directors, employees, and agents from any claims, damages, or expenses (including reasonable legal fees) arising out of your use of the Service, your Customer Data, or your violation of these Terms.

13. Modifications

We may update these Terms from time to time. Material changes will be communicated via email or a prominent notice within the Service at least 14 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

14. Termination

You may cancel your subscription at any time from your account settings. We may terminate or suspend your access immediately for material breach of these Terms. Upon termination, your right to use the Service ceases; Customer Data will be made available for export for 30 days and then deleted.

15. Governing Law

These Terms are governed by the laws of Norway. Any disputes shall be subject to the exclusive jurisdiction of the courts of Oslo, Norway, unless mandatory consumer protection laws in your jurisdiction require otherwise.

16. Contact

Questions about these Terms? Contact us at legal@retentionlens.io.