These Terms of Service (the Terms) are the contract between Senseloom Solutions s.r.o. (Senseloom, we, us) and the organization that uses the Senseloom product (the Customer, you). Read them before you create an account.

About these terms

Who we are

The Service is provided by Senseloom Solutions s.r.o., registered office Korunni 2569/108, 101 00 Prague, Czech Republic, company ID 24201863, VAT ID CZ24201863. The company is registered in the Commercial Register kept by the Municipal Court in Prague, file number C 188220.

What these Terms cover

These Terms apply to the Senseloom application, to the access that it gives to connected AI apps, and to our support (together, the Service). The website senseloom.com describes the Service. Our Privacy Policy explains how we use personal data.

How you accept these Terms

You accept these Terms when you create an account, when you create or join an organization, or when you use the Service. If you accept them for a company or another organization, you confirm that you have the authority to do so, and that organization is the Customer. If you use the Service for your own trade, business, or profession, you are the Customer.

Business use only

The Service is for companies, for other organizations, and for people who use it in their trade, business, or profession. We do not offer the Service to consumers. When you accept these Terms, you confirm that you do not act as a consumer. You must be at least 18 years old to create an account.

Definitions

Organization means the account of one Customer in the Service. Recordings, workspaces, members, and credits belong to an organization.

Admin means a member who manages the organization. Member means a person whom the Customer lets into its organization. User means any person who signs in to the Service.

Workspace means a space in an organization that holds projects and recordings and has its own access rules.

Content means the recordings that you upload, the transcripts, summaries, and other results that the Service makes from them, and the names and descriptions that you give to recordings, projects, and workspaces.

Credit means the prepaid unit that pays for the processing of recordings.

Merchant of Record means the payment company that takes your payment for credits, adds the tax, and issues the receipt (see Payment, tax and receipts).

Other documents

The Data processing terms below are part of these Terms. If you and we signed a separate written agreement about the Service, that agreement applies first where it differs from these Terms.

Accounts and organizations

Your account

You sign in with your email address or with a sign-in provider that the Service supports. Give correct information, keep your sign-in details secret, and do not share one account between several people. You are responsible for all activity under your account. Tell us at once if you think that another person used it.

Organizations

The person who creates an organization is its first admin. One person can create at most 2 organizations. Deleted organizations count toward this limit. Contact us if you need more.

Admins and members

An admin can invite people, change their role, deactivate them, rename the organization, buy credits, change the plan, and delete the organization. A member can use the workspaces that the member has access to. Every member can see the plan, the credit balance, and the credit history of the organization.

Workspaces

An organization can have several workspaces. A workspace is open to the whole organization, to the people that its manager selects, or only to the person who created it. When no person is left on the access list of a workspace, the admins get access to it. People who have access to a workspace can see, play, download, rename, and delete its recordings.

Your responsibility for your people

The Customer decides who gets access to its organization and its workspaces. The Customer is responsible for the people that it invites, for what they do in the Service, and for their compliance with these Terms.

The service

What the Service does

Senseloom turns audio recordings into text that your team can read, search, and analyze. For each recording, the Service makes:

• a transcript with the speakers separated and the language detected,
• a summary that an AI model writes,
• a category, a sentiment, and topics that an AI model assigns.

You can organize recordings in workspaces and projects, search across the recordings that you have access to, see reports on categories, sentiment, and topics, and connect an AI app that reads your recordings.

Uploads

You can upload audio files in these formats: AAC, AIF, AIFF, FLAC, M4A, MP3, OGG, OPUS, WAV, WEBM. One file can be at most 1.5 GB and 10 hours long. The Service processes the recordings of one organization in a queue.

Features on the website

The Service has the features that the application offers at the time when you use it. The website can also describe features that we plan. A planned feature becomes part of the Service only when the application offers it.

AI results

Transcripts, summaries, categories, sentiment, and topics are made by automated systems, and they can contain errors. A result can miss words, give words to the wrong speaker, or state something that the recording does not say. Check the results against the recording before you act on them. Do not use a result as the only basis for a decision that has a legal or similarly significant effect on a person. The results are not legal, medical, financial, or other professional advice.

Connected AI apps

A user can connect an AI app, for example Claude or ChatGPT, to the Service through the Model Context Protocol (MCP). The following rules apply:

• The app cannot change or delete anything in the Service.
• When the user allows it, the app can add an audio file that the user gives it to a project of the user. The Service then processes the file and charges credit for it as for an upload in the Service.
• The app can read what the user can read: the recordings, transcripts, summaries, and classifications in the workspaces that the user has access to. The Service checks this access on each request of the app.
• The connection belongs to the user who approved it, not to the organization. The user can disconnect an app at any time on the profile page.
• A personal API key for an AI app works like a password. Keep it secret, and delete it when you no longer need it.
• The plan limits for calls from AI apps are on the pricing page.

A connected AI app is not part of the Service, and its provider is not our subcontractor. The terms and the privacy policy of that provider apply to the data that the app reads. The Customer is responsible for the choice of the app, for its use, and for what the app and its provider do with the data.

Support

You can reach our support through the chat in the application and by email at support@senseloom.com. We try to answer within one business day. This is a target and not a guarantee.

Our rights in the Service

We and our licensors keep all rights in the Service, including its software, design, and trademarks. For the time that these Terms apply, we give the Customer a right to use the Service for its internal business purposes. This right is not exclusive and cannot be transferred. If you send us ideas or feedback about the Service, we can use them without any obligation to you.

Plans and credits

Credits

The Service runs on prepaid credits. One hour of audio uses 1 credit, and the Service counts usage per second. The length that counts is the length that our speech recognition provider reports for the recording. This length can differ slightly from the length that your player shows.

When the processing of a recording starts, the Service reserves credits for the estimated length. When the processing ends, the Service settles the reservation with the reported length, and it returns credits that it did not need. The Service uses free credits first, and then purchased credits, the oldest first.

Credits belong to the organization, and all its members use one balance. Credits are not money. You cannot exchange them for money or move them to another organization, except as these Terms state.

Plans

• Trial. A new organization starts with a free trial (see Trial and free credits).
• Free. The Free plan is for 1 person. It includes 5 credits in each calendar month. An organization on the Free plan cannot invite more people.
• Pro. The first purchase of credits moves the organization to the Pro plan, and it stays on Pro. Pro has no monthly fee and no monthly free credits. You can invite as many people as you need.

The pricing page shows the current prices and the limits of each plan. We can start to enforce a published limit at any time.

When the balance is too low

When the organization does not have enough credits for a recording, the recording waits in the queue. It starts by itself after the organization gets more credits. The Service can refuse new uploads while the organization has no credits.

Notices about your plan

We send an email to the admins before the trial ends, when it ends, when the balance is low, and when the credits run out. These emails are a courtesy. The rules in these Terms apply also when an email does not reach you.

Changes to prices and rates

We can change the price of a credit for later purchases. If we increase the number of credits that one hour of a recording uses, we tell the admins by email at least 30 days before the change applies.

Payment, tax and receipts

How you buy credits

An admin buys credits in the application. One credit costs USD 1, before tax. One purchase is a whole number of credits, from 20 to 1,000. For larger volumes or payment by invoice, contact us.

Who takes the payment

Credits are sold through Link, a service of Stripe (Stripe Managed Payments). Link is the merchant of record for each purchase (the Merchant of Record). At checkout, on your receipt, and on your card statement, you see the purchase as sold through Link. The Merchant of Record collects the payment, adds the sales tax or VAT that applies to your billing address, and sends you the receipt and the invoice.

The Link terms, which the checkout page shows, apply to the payment. They name the Stripe company that contracts with you. We stay responsible for the Service and for the credits that you buy.

The Merchant of Record can show the price in your local currency, at its own exchange rate. We do not receive or store your full card number.

No fees and no subscription

There is no card fee: the price of a purchase is the price of its credits plus the tax. Credits are prepaid. Nothing is billed at the end of a period, there are no automatic purchases, and we do not keep a card for later charges.

When you get the credits

The Service adds the credits to the balance after the Merchant of Record confirms the payment. With a payment method that confirms later, the credits arrive when the payment succeeds.

Reversed payments

If a payment is reversed, for example by a chargeback or a refund, we can remove the credits of that purchase. If the organization already used them, we can suspend its processing and its purchases until the amount is paid.

Trial and free credits

Free trial

A new organization gets a free trial of the Pro plan for 14 days, with a limited number of trial credits. The application shows this number. You do not need a payment card. The trial ends after 14 days or when the trial credits are used, whichever comes first.

Trial credits that you did not use expire when the trial ends. They never become purchased credits. If you buy credits during the trial, the organization moves to the Pro plan, and the trial credits stay available until the last day of the trial.

After the trial

When the trial ends without a purchase, the organization is locked until an admin buys credits or moves the organization to the Free plan. While it is locked, your Content stays in place, and the members can sign in but cannot use the Service.

Monthly credits on the Free plan

The credits of the Free plan are granted for each calendar month in Coordinated Universal Time (UTC). Credits that you did not use in a month do not move to the next month.

Credits that we give you

Credits that we give you without a payment, for example as a gift from our team, expire 365 days after we give them.

Fair use of free offers

Each organization gets one trial. Do not create organizations or accounts to get more trials or more free credits. We can change or end the trial and the free credits for the future. If we reduce the monthly credits of the Free plan, we tell the admins by email at least 30 days before.

Credit expiry and refunds

Expiry

Purchased credits expire 365 days after the purchase. Each purchase has its own expiry date. The Service removes expired credits from the balance.

Credits that the Service returns

When a recording cannot be transcribed because of a technical failure, the Service returns the credits that it reserved for that recording. Returned purchased credits are valid for 365 days from the return. Returned free credits are valid only until the end of the period in which they were granted.

The Service does not return credits when you delete a recording after it was processed, or when you do not like a result.

No refund of money

We do not refund the money that you paid for credits, also when you do not use them. These are the only exceptions:

• the law requires a refund,
• the Merchant of Record grants a refund under its own rules,
• we end the Service for your organization and you did not breach these Terms (see Ending your account),
• you object to a new processor of your Content and delete your organization (see Data processing terms).

When a purchase is refunded, we can remove its credits from the balance. Free credits, trial credits, and credits that we gave you are never refunded.

Your content

You own your Content

You keep all rights in your Content. You give us the right to store, copy, process, and show your Content only as far as it is necessary to provide the Service to you, to keep the Service secure, and to obey the law.

No AI training

We do not use your Content to train AI models. The speech recognition and AI providers that process your Content for us are not allowed to use it for training. Our Privacy Policy describes what each provider does.

Access by our team

Our team gets access to your Content only when it is necessary to solve a problem that you report, to protect the security of the Service, or to obey the law.

Your responsibilities

Recordings often contain the voices and the personal data of other people. You confirm that:

• you have the right to record, upload, and process each recording,
• you told the people in the recording that you record them and that you use a service such as Senseloom to process the recording, where the law requires it,
• you have their consent where the law requires consent,
• you have a legal basis for the processing of their personal data, also for special categories of data such as health data,
• your Content and your use of the Service obey the law and the rights of other people.

The rules on the recording of calls and meetings differ between countries. You are responsible for the rules that apply to you and to the people that you record.

Deleting Content

You can delete a recording after it was processed, and you can delete a project with its recordings. You cannot delete a recording while it is being processed. A deleted recording, its transcript, and its results are no longer available in the Service at once, and we cannot restore them. The Privacy Policy describes how long deleted data can stay in the systems of our providers.

Keep your own copies

The Service is not an archive. Keep your own copy of each original recording. Before you delete a recording or your organization, download what you need, or ask us for an export (see Data processing terms).

Data processing terms

This section is the data processing agreement between the Customer and Senseloom under Article 28 of the General Data Protection Regulation (GDPR). It applies to the personal data in your Content. For this data, the Customer is the controller, or a processor for its own customers, and Senseloom is the processor. For account, billing, and support data, Senseloom is a controller, and the Privacy Policy applies.

The processing

Your instructions

We process the personal data in your Content only on your documented instructions. These Terms and your use of the features of the Service are your instructions. They include the transfers that these terms and the Privacy Policy describe. We tell you if we think that an instruction breaks data protection law. If the law requires us to process the data in another way, we tell you before we do so, unless the law forbids it.

Confidentiality and security

The people who process your Content for us are bound to confidentiality. We apply these security measures:

• Each organization is separated from every other organization, and each request checks that the user is an active member with access to the workspace.
• Audio files are in private storage. The Service issues the link to an audio file only after an access check, and the link stays valid until the recording is deleted.
• Data is encrypted when it moves between your browser, the Service, and our providers.
• Only the members of our team who need it for their work have access to production systems, and they are bound to confidentiality.
• Each request to the AI providers that make summaries and classifications requires zero data retention, as the Privacy Policy describes.
• Payment details go directly to the Merchant of Record and never reach our systems.

Other processors

You give us a general permission to use other processors for your Content. The current processors are in the Service providers section of the Privacy Policy. We bind each of them by a contract to data protection duties that match these terms, and we are responsible to you for what they do.

Before we add or replace a processor for your Content, we change that list and tell the admins by email at least 14 days before. In an incident that stops our main speech recognition provider, we can move to a backup provider on that list without this notice. If you object to a new processor for a reasonable data protection reason and we cannot offer a solution, you can delete your organization before the change, and we refund the purchased credits that you did not use and that did not expire.

Transfers outside the European Economic Area

We store your Content in the European Union. Some processing can take place outside the European Economic Area, as the Privacy Policy describes. For such a transfer we use a mechanism that the GDPR allows, for example an adequacy decision or the Standard Contractual Clauses of the European Commission.

Our help to you

• Requests from people. If a person in a recording sends us a request about their data, we send the person to you, when we can identify you. The features of the Service let you find, download, and delete Content. We help you further on request, as far as it is reasonable.
• Personal data breach. We tell you without undue delay, and at the latest 72 hours after we become aware of a breach of the personal data in your Content. We give you the information that we have, so that you can meet your own duties.
• Assessments. On request, we give you the information that you need for a data protection impact assessment or for a consultation with an authority.

Deletion and return

In the Service, you can download the audio of a recording, copy its transcript and its results, and delete Content. On request, we give you an export of your Content within 30 days. Ask for the export before an admin deletes the organization, because that deletion removes the Content at once.

When we end the Service for your organization, you can ask for an export until 30 days after the end. We delete your Content within 30 days after the end of the Service or, if you asked for an export in that time, after we gave it to you. The law can require us to keep some data longer.

Information and audits

On request, we give you the information that is necessary to show that we meet these terms. If this information is not sufficient, you or an independent auditor that you appoint can audit our processing of your Content at most once a year, with a written notice of at least 30 days, during business hours, under a duty of confidentiality, and at your cost.

Connected AI apps

The provider of an AI app that a user connects is not our processor. The Customer chooses that provider and is responsible for the transfer of data to it.

Acceptable use

You and the people in your organization must not:

• upload Content that you have no right to upload, or that you recorded against the law,
• use the Service to break the law or the rights of other people, for example for unlawful surveillance,
• upload malicious files, or files whose purpose is to damage or to test the limits of the Service,
• try to get access to the data of another organization, or to parts of the Service that you have no access to,
• disturb or overload the Service, go around its limits, or test its security without our written permission,
• copy, decompile, or reverse engineer the Service, except where the law allows it,
• resell the Service or give access to it to people outside your organization,
• use automated means to create accounts or organizations, or to get trials or free credits,
• use the Service or its results to build a product that competes with it.

We can suspend a user or an organization that breaks these rules, or remove Content that breaks them. Where it is possible and lawful, we tell the admins first and give them time to correct the problem.

Availability and changes to the service

Availability

We work to keep the Service available and secure, but we do not promise that it is always available or free of errors. The Service can be unavailable during maintenance, or when a provider that we depend on has a failure. These Terms do not include a service level agreement.

Changes

We develop the Service all the time. We can add, change, or remove features, and we can change the providers that we use. If we remove a feature that is important for the use of purchased credits, we tell the admins by email at least 30 days before, unless we must act sooner for security or legal reasons.

Early features

We can mark a feature as a preview or beta. Such a feature can change or end at any time, and it is provided without any warranty.

Ending your account

How you end it

You can stop using the Service at any time. An admin can delete the organization in its settings. The deletion ends the access of every member at once. It deletes the recordings, transcripts, results, workspaces, and projects of the organization, and it cannot be undone. Credits that you did not use are lost. They are not refunded, except in the cases that Credit expiry and refunds lists.

To delete your own user account, write to support@senseloom.com.

How we end it

• With notice. We can end the Service for an organization with a notice of at least 30 days by email to the admins. We then refund the purchased credits that you did not use and that did not expire, at the price that you paid for them.
• For a breach. We can suspend or end the Service for an organization at once if it breaks these Terms in a serious way, if it does not correct a breach after our notice, or if the law requires it. In this case there is no refund.
• For inactivity. We can delete an organization that nobody used for 24 months. We tell the admins by email at least 30 days before.

What stays after the end

After the end, we delete your Content as the Data processing terms state, and the other data of the organization as the Privacy Policy describes. We keep the billing records that the law requires. The sections of these Terms that by their nature apply after the end stay in force, for example the sections on liability and on governing law.

Liability

No other warranties

We provide the Service with reasonable skill and care. Apart from that, we provide the Service as it is. We do not promise that the Service or its results are fit for a specific purpose, complete, or free of errors.

Limits

We are not liable for lost profit, lost revenue, lost business, lost or damaged data, or indirect damage. Our total liability to the Customer for all claims is limited to the amount that the Customer paid for credits in the 12 months before the claim, but at least USD 100.

These limits do not apply to damage that we cause on purpose or by gross negligence, to harm to the natural rights of a person, or to any other liability that the law does not allow us to limit.

Events outside our control

We are not liable for a failure or a delay that is caused by an event outside our reasonable control, for example a failure of the internet, of a hosting or AI provider, or of a payment network.

Claims from other people

If another person makes a claim against us because of your Content, or because your use of the Service broke these Terms, you compensate us for the damage and the reasonable costs that result from that claim. We tell you about the claim without undue delay, and we let you take part in the defence.

Governing law

Czech law applies to these Terms and to all disputes that arise from them or from the Service. The rules that would lead to the law of another country do not apply, and the United Nations Convention on Contracts for the International Sale of Goods does not apply. The courts of the Czech Republic that have jurisdiction for our registered office in Prague decide all disputes.

Changes to these terms

We can change these Terms, for example when the Service, our prices, or the law change. We publish the new version on this page and change the date at the top. For a change that reduces your rights or adds to your duties, we tell the admins by email at least 30 days before the change applies, unless the law or a security reason requires a shorter time.

If you do not agree with a change, you can reject it: stop using the Service and delete your organization before the change applies. If you continue to use the Service after that date, you accept the new version.

General provisions

• Notices. We send notices to the email addresses of the admins. You send notices to support@senseloom.com.
• Transfer. You cannot transfer these Terms to another person without our written consent. We can transfer them to a company in our group or to a successor of our business, and we tell you when we do so.
• Invalid parts. If a part of these Terms is invalid, the other parts stay in force.
• No waiver. If we do not use a right at once, we do not give that right up.
• Whole agreement. These Terms, together with a signed agreement between you and us if one exists, are the whole agreement about the Service. Your own purchase terms do not apply.
• Language. These Terms are written in English. If we publish a translation, the English version applies where the two differ.

Contact us

Senseloom Solutions s.r.o., Korunni 2569/108, 101 00 Prague, Czech Republic.

Write to support@senseloom.com, or use the contact page.