Terms of Service

These Terms of Service (“Terms”) govern access to Biel.ai's websites, applications, documentation chat, search, API, integrations and related services (the “Services”). Biel.ai is operated by Volcanic Labs SLU (“Biel”, “we”, “us”). By creating an account, accepting an order, or using the Services, you agree to these Terms. If you use the Services for an organization, you confirm that you have authority to bind it.

1. Accounts and eligibility

You must provide accurate account information, keep credentials secure and promptly tell us about unauthorized access. You are responsible for activity under your account and for the people you authorize to use it. The Services are intended for organizations and professional use, not personal consumer use.

2. Use of the Services

You may use the Services only in accordance with these Terms, the documentation and applicable law. You must not:

• use the Services for unlawful, fraudulent, harmful or abusive activity;
• infringe another person's privacy, confidentiality or intellectual-property rights;
• attempt to gain unauthorized access to the Services, other accounts or related systems;
• interfere with the integrity, security or performance of the Services;
• reverse engineer or circumvent technical limits except where applicable law expressly permits it; or
• submit content you do not have the right or lawful basis to process.

3. Customer content and generated output

As between the parties, you retain your rights in documentation, messages, prompts and other content submitted to the Services (“Inputs”). To the extent permitted by law, you own output generated specifically for you from those Inputs (“Outputs”). You grant Biel a limited, non-exclusive license to process Inputs and Outputs only as needed to provide, secure, support and maintain the Services and meet legal obligations.

Biel does not use your indexed content or end-user conversations to train AI models without your prior written permission. You are responsible for ensuring that Inputs, your configuration of the Services and your use of Outputs comply with applicable law and third-party rights.

Biel may generate and use aggregated or de-identified service data that does not identify you, your users or Customer content.

4. AI-generated content

AI-generated output can be incomplete, inaccurate or unsuitable even when it is grounded in source material. Biel provides source links and configuration controls to support review, but does not guarantee that every output is correct, complete or appropriate for a particular purpose. You should apply human review proportionate to the consequences of relying on an answer, especially for legal, medical, financial, safety-critical or other high-impact decisions.

Where required by law, you must ensure that people interacting with a Biel-powered experience are informed that they are interacting with AI. You must not remove or obscure relevant disclosures in a way that makes your deployment unlawful or misleading.

5. Privacy and data processing

Our Privacy Policy describes how Biel processes personal data as a controller. Where Biel processes personal data on your behalf, the Data Processing Agreement applies unless the parties have signed a different DPA. Where consent is required, it is requested separately; agreement to these Terms is not consent to every processing activity described in the Privacy Policy.

6. Third-party services and AI providers

The Services use third-party infrastructure, integrations and AI-model providers. Their availability and geographic restrictions may affect which features or models you can use. You must comply with restrictions communicated in the Services or documentation. We may replace providers or models where reasonably necessary to operate, secure or improve the Services. Current providers are listed in our provider documentation.

7. Fees, renewal and taxes

Plan prices and included usage are shown on the Pricing page, in the dashboard or in an order form. Unless stated otherwise, fees are exclusive of applicable taxes. You authorize Biel and its payment provider to charge the payment method on file for subscription fees, applicable taxes and purchases you approve.

Paid subscriptions renew automatically for the same billing period until canceled. Monthly plans are charged monthly and annual plans annually. You can cancel from the dashboard before the next renewal; cancellation takes effect at the end of the current paid period and prevents future renewal charges. We may change prices by giving at least 30 days' notice, with the new price applying at the next renewal after the notice period.

8. Trials, cancellations and refunds

• Free trials. Eligibility and duration are shown when you sign up. Unless a payment method and a separate automatic-renewal offer are presented, the standard trial does not create a paid subscription automatically.
• Monthly subscriptions. Payments are non-refundable once charged, except where applicable law or these Terms require otherwise. Access continues until the end of the paid month after cancellation.
• Annual renewals. You may request a full refund within 15 days after an annual renewal. After that period, the renewal is non-refundable and access continues until the end of the subscription year.
• Failed payments. We may retry a failed payment and suspend paid features after reasonable notice if payment remains overdue.

9. Programs and promotions

Biel offers discretionary programs, including an Open Source program and a Startup program. Participation requires approval and continued eligibility. We may request reasonable documentation, reject an application that does not qualify, or remove an offer obtained through inaccurate information.

• Open Source program. Qualified non-commercial projects released under an OSI-approved license receive free access while they remain eligible and display the required “Powered by Biel.ai” attribution. Projects operated for commercial purposes do not qualify.
• Startup program. Approved new customers receive a 100% discount on the base subscription fee for the first three consecutive monthly billing periods of an approved Starter, Professional or Business plan. A valid payment method is required. Enterprise and custom plans, usage add-ons and one-time purchases are excluded.
• A startup must be pre-Series A, have generated less than US$2,000,000 in revenue during the preceding 12 months, be new to a paid Biel subscription and have technical documentation suitable for the Services.
• After the third free monthly billing period, the subscription continues at the then-current standard monthly price unless canceled before the first paid renewal. Once charged, monthly payments are non-refundable except where applicable law or these Terms expressly provide otherwise.
• Offers are limited to one per organization and account, cannot be combined unless Biel agrees otherwise, and may be modified or discontinued prospectively. Biel will honor the stated term of an offer already approved unless eligibility was misstated or is no longer maintained.

10. Usage allowances

Plans include the interaction, indexed-page and other allowances shown at purchase. We notify account administrators when interaction usage reaches 80%. Reaching the included interaction allowance does not by itself stop the chatbot from answering. Continued use beyond the included allowance may require an interaction pack, plan upgrade or payment of applicable overage charges shown in the dashboard. We may limit usage that threatens service stability, violates these Terms or materially exceeds a plan's technical limits.

11. Confidentiality

Each party will protect the other's non-public information using at least reasonable care and use it only for the agreement. Confidential information excludes information that becomes public without breach, was lawfully known without restriction, is received lawfully from another source, or is independently developed. A party may disclose information when legally required and, where permitted, will give advance notice. On termination, each party will return or delete confidential information on request, subject to legal-retention duties and protected backup cycles.

12. Intellectual property and feedback

Biel and its licensors retain all rights in the Services, software, documentation, branding and underlying technology. These Terms grant only the right to use the Services during the subscription. If you choose to provide product feedback, you grant Biel a perpetual, worldwide, royalty-free right to use it without identifying you or disclosing your confidential information.

13. Availability and warranties

We work to keep the Services available and secure, but do not guarantee uninterrupted or error-free operation. Except for warranties that cannot lawfully be excluded, the Services are provided “as is” and “as available”. Any service-level commitments apply only if stated in an order form or separate SLA.

14. Suspension and termination

We may suspend affected access if reasonably necessary to prevent harm, address a security risk, respond to unlawful use or non-payment, or enforce these Terms. Where practicable, we will give notice and an opportunity to resolve the issue. Either party may terminate for a material breach that is not cured within 30 days after written notice. Biel may suspend or terminate immediately for a serious or non-curable breach, including fraudulent or illegal activity, a material security threat, infringement of third-party rights, or repeated violations of these Terms.

Biel may discontinue the Services or terminate without cause on at least 30 days' notice. If we do so during a prepaid period, we will refund the unused prepaid fees unless termination results from your breach. After termination, export and deletion of Customer Personal Data are handled under the DPA and any applicable order.

15. Customer names and logos

During the subscription, you grant Biel a non-exclusive, worldwide, royalty-free right to identify you as a Biel customer and display your name and logo in customer lists, on Biel websites and in promotional materials. To the extent permitted by applicable platform terms and third-party rights, Biel may reproduce publicly available testimonials, reviews and quotations attributable to you or your authorized representatives, including statements published on third-party review platforms, and may create case studies based on public information and your use of the Services. Biel will not disclose your Confidential Information or materially alter the meaning of a quotation. You may opt out of future use by contacting [email protected].

16. Limitation of liability

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special or consequential loss, or for lost profits, revenue, goodwill or data, arising from the Services. Each party's total aggregate liability arising from the Services is limited to the fees paid by you to Biel for the affected Services during the 12 months preceding the event giving rise to the claim.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited. Separate liability terms in a signed order or enterprise agreement control if they conflict with this section.

17. Customer indemnity

You will defend, indemnify and hold harmless Biel, its affiliates and their personnel from third-party claims, damages, losses and reasonable legal fees arising from Customer content or your deployment of the Services infringing third-party rights, your failure to provide legally required notices or establish a lawful basis for processing, or your use of the Services in breach of these Terms. Biel will promptly notify you of a claim, provide reasonable cooperation at your expense, and allow you to control the defense. You may not settle a claim in a way that admits liability by Biel or imposes a non-monetary obligation on Biel without Biel's written consent.

18. Governing law and disputes

These Terms are governed by the laws of Spain. The parties submit to the courts of Santa Cruz de Tenerife, Spain, except where mandatory law requires another venue. Before filing a claim, each party will make a reasonable effort to resolve the dispute informally.

19. Changes to these Terms

We may update these Terms to reflect changes to the Services, law or business operations by posting the revised version and updating the date above. Changes take effect when posted unless a later date is stated. Your continued use of the Services after the effective date constitutes acceptance of the revised Terms. Where applicable law requires separate or advance notice, we will provide it.

20. General

Neither party is liable for delay caused by events beyond its reasonable control. If a provision is unenforceable, the remaining provisions continue in effect. Failure to enforce a provision is not a waiver. You may not assign these Terms without Biel's prior written consent. Biel may assign these Terms to an affiliate or in connection with a financing, merger, reorganization, acquisition or sale of all or part of its business or assets. These Terms, the Privacy Policy, the DPA, and any applicable order form are the entire agreement about the Services and replace prior discussions on that subject.

21. Contact

Volcanic Labs SLU

Email: [email protected]

Address: Plaza de Galicia, Local 7, 38612, Santa Cruz de Tenerife, Spain