Terms of service
Thank you for using the Novo Platform. We build it to help your organisation do its best work. These Terms of Service (“Terms”) govern your access to and use of the Novo Platform and related services provided by Novo Solutions B.V.
When we say “Company”, “we”, “our”, or “us” in this document, we are referring to Novo Solutions B.V., a private limited company (besloten vennootschap) incorporated under Dutch law, registered with the Dutch Chamber of Commerce (Kamer van Koophandel).
When we say “Services”, we mean the Novo Platform web application, any associated APIs, and any other products or services created and maintained by Novo Solutions B.V., whether delivered within a web browser, desktop application, mobile application, or another format.
When we say “You” or “your”, we are referring to the organization (legal entity) that has entered into an agreement with us and its authorized users who access the Services on its behalf.
We may update these Terms in the future. Whenever we make a significant change, we will refresh the date at the top of this page and notify account holders by email with at least 30 days’ notice before the changes take effect. Your continued use of the Services after that date constitutes acceptance of the updated Terms.
When you use our Services, you are agreeing to the latest Terms. These Terms contain a limitation of our liability.
Account Terms
You are responsible for maintaining the security of your account credentials and for ensuring that all authorized users within your organization do the same. The Company cannot and will not be liable for any loss or damage from your failure to comply with this security obligation. We recommend that all users enable two-factor authentication where available.
You may not use the Services for any purpose that violates applicable law or regulation, or that we have otherwise prohibited in our Acceptable Use Policy. You may not permit any of your users to do so either.
You are responsible for all content posted to and all activity that occurs under your account, including content posted by and activity of any users you have granted access to your account.
Accounts must be registered by a natural person acting on behalf of a legal entity. Accounts registered by automated bots or without a genuine human administrator are not permitted.
You represent and warrant that you have the authority to bind the organisation to these Terms and that your use of the Services will comply with all applicable laws and regulations, including those of the Netherlands and the European Union.
Payment, Invoicing, and Plan Changes
The Novo Platform is a paid subscription service. Details of pricing, billing cycles, and included features are set out on our website or in your order confirmation.
All subscription fees are due in advance, either monthly or annually as agreed at sign-up. If you do not pay on time, we reserve the right to suspend access to your account until payment is received.
All fees are exclusive of VAT and any other applicable taxes, levies, or duties. Where required by law, we will add VAT at the applicable Dutch or EU rate. You are responsible for any taxes applicable in your own jurisdiction.
If you upgrade your subscription plan, the new rate applies from the start of the next billing cycle unless otherwise agreed in writing. If you downgrade, the new rate applies from the start of the next billing cycle.
We issue invoices electronically to the billing contact email address on your account. It is your responsibility to keep this address current.
We process payments via our authorised payment processor. By providing payment details, you authorise us (or our payment processor) to charge your account for the applicable subscription fees.
Cancellation and Termination
You may cancel your subscription at any time by following the cancellation process within the Novo Platform or by contacting us at info@novosolutions.ai. Cancellation takes effect at the end of your current paid billing period.
Upon cancellation or termination, your access to the Services and all content within your account will cease at the end of the paid period. Within 30 days of account closure, all content will be permanently deleted from active systems. Within 60 days, all content will be permanently deleted from our backups. We cannot recover data once it has been permanently deleted. We recommend that you export any data you need before cancelling.
If you cancel before the end of a paid billing period, your cancellation takes effect at the end of that period and you will not be charged again. We do not automatically prorate unused time.
We reserve the right to suspend or terminate your account and refuse any current or future use of our Services at any time if you breach these Terms, fail to pay fees when due, or engage in conduct that is harmful to the Company, other users, or third parties. We will give reasonable notice before suspension or termination except where immediate action is necessary (for example, in cases of security incidents or serious misuse). Upon termination, your right to use the Services ceases immediately.
Verbal, physical, written, or other abuse (including threats of abuse or retribution) directed at a Company employee or officer will result in immediate account termination.
Modifications to the Service and Prices
We reserve the right to modify, suspend, or discontinue any part of the Services at any time, with or without notice. We will use reasonable efforts to notify you in advance of any material changes that affect your use of the Services.
If we change the pricing for your subscription, we will give you at least 30 days’ written notice by email to the address on your account before the new price takes effect. Your continued use of the Services after the effective date constitutes your acceptance of the new price. If you do not accept the new price, you may cancel your subscription before it takes effect.
Uptime, Security, and Privacy
Your use of the Services is at your own risk. We provide the Services on an “as is” and “as available” basis. While we take uptime seriously and invest in infrastructure reliability, we do not guarantee uninterrupted or error-free service. Service-level agreements (SLAs) are not included in standard subscriptions but may be negotiated for enterprise customers as a written addendum to these Terms. If you require an SLA, please contact us.
We reserve the right to temporarily restrict your account if your usage significantly exceeds the average usage of other customers in a way that negatively impacts the performance of the Service for others. We will attempt to contact you before taking any action except in urgent cases.
We take appropriate technical and organisational measures to protect your data, including encryption in transit and at rest, regular backups, and access controls. Please refer to our Security Overview for details.
When you use our Services, you entrust us with your data. You agree that Novo Solutions B.V. may process your data as described in our Privacy Policy and for no other purpose. As a general rule, we access your data only for the following limited reasons: (a) to provide support at your request; (b) to investigate and resolve technical errors in automated processes; (c) to protect the security and integrity of the Services; and (d) when required to do so by applicable law.
We use carefully selected third-party vendors and hosting partners to provide the hardware, software, networking, and storage required to run the Services. A list of our data subprocessors is available on request or in our Privacy Policy.
These Terms incorporate our Data Processing Agreement (“DPA”), which governs the processing of personal data by Novo Solutions B.V. on your behalf, as required by the EU General Data Protection Regulation (“GDPR”) and the Dutch GDPR Implementation Act (UAVG). The DPA is a separate document made available to customers upon request and upon signing. Where there is any conflict between the DPA and these Terms regarding data processing, the DPA prevails.
Intellectual Property and Content Ownership
All content submitted by you or your users to the Services (including data, files, and text entered during user interviews) remains your property. You grant us a limited, non-exclusive licence to process and store that content solely for the purpose of providing the Services to you.
We do not pre-screen user-submitted content, but we reserve the right to remove content that violates these Terms or applicable law.
Novo Solutions B.V. and its licensors own all rights, title, and interest in the Services, including all intellectual property rights. You obtain no ownership rights in the Services as a result of your use. You may not duplicate, copy, or reuse any portion of the Services’ user interface, code, or visual design without our express written permission.
You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the Services without the express written permission of Novo Solutions B.V.
All content must comply with applicable Dutch and EU copyright law. If you believe that content accessible via the Services infringes your copyright, please contact us at info@novosolutions.ai.
Features and Bugs
We design the Novo Platform carefully, based on our own experience and the feedback of our customers. However, no software perfectly meets every requirement. We make no guarantees that the Services will meet your specific requirements or expectations.
We test our features extensively before release. As with any software, bugs may occur. We track reported bugs and prioritize those related to security or data integrity. Not all reported bugs will be fixed in every release, and we do not guarantee a completely error-free service.
API Terms
If we provide access to an Application Programming Interface (“API”) as part of the Services, your use of the API is subject to these Terms and the following additional terms:
We are not liable for any damages or losses resulting from your use of the API or from third-party products that access data via the API.
Third parties may not use the API to build applications that monitor, record, or report a Service user’s activity without that user’s knowledge, except for legitimate time-tracking purposes. We reserve the right to revoke API access for integrations that violate this provision.
Excessive or abusive use of the API may result in temporary or permanent suspension of your API access. We will attempt to contact you before taking action unless your usage is causing immediate harm to the Services.
Limitation of Liability
To the fullest extent permitted by Dutch law, Novo Solutions B.V. shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or damages for loss of profits, revenue, goodwill, data, or business opportunity, arising out of or in connection with these Terms or your use of the Services, even if we have been advised of the possibility of such damages. This limitation applies whether the claim arises in contract, tort (including negligence), or otherwise.
Our total cumulative liability to you for any claims arising out of or in connection with these Terms or the Services, regardless of the form of action, shall not exceed the total fees paid by you to us in the twelve (12) months immediately preceding the event giving rise to the claim.
Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be limited or excluded under Dutch law.
Governing Law and Disputes
These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of the Netherlands, without regard to its conflict of law rules.
Any disputes arising out of or in connection with these Terms shall be submitted to the exclusive jurisdiction of the competent court in Rotterdam, the Netherlands (’Rechtbank Rotterdam’), unless mandatory law provides otherwise.
Entire Agreement
These Terms, together with the Privacy Policy, the Data Processing Agreement (DPA), and any order confirmation or separately signed agreement, constitute the entire agreement between you and Novo Solutions B.V. with respect to the subject matter hereof, and supersede all prior and contemporaneous agreements, representations, and understandings.
If any provision of these Terms is held to be invalid or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force and effect.
Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.
Contact
If you have questions about these Terms, please contact us:
Novo Solutions B.V.
Email: info@novosolutions.ai
Chamber of Commerce (KvK): 98967932
Registered address: Stationsplein 45, 3013AK Rotterdam, the Netherlands