Terms of Service

These Terms of Service ("Terms") govern your access to and use of agency.kernion.io and the Kernion platform ("Service"). By visiting the site, creating an account, or starting a trial, you agree to these Terms. If you do not agree, do not use the Service.

1. Service description

Kernion is a multi-tenant SaaS that provides AI search visibility, multi-channel customer engagement (chat, voice, SMS, email), bookings, and operational tooling to small and medium businesses in the EU. Individual features and limits are described in the plan you select and in your order form.

2. Account and eligibility

You must be at least 18 and legally able to enter into a contract. You are responsible for maintaining the confidentiality of your credentials and for all activity on your account. Notify us at hello@kernion.io of any suspected compromise.

3. Acceptable use

You agree not to, and not to attempt to:

• use the Service for anything unlawful, deceptive, or harmful;
• send spam, phishing, or unsolicited bulk messages through our telephony, SMS, or email adapters;
• scrape, reverse-engineer, or probe the Service beyond the documented API;
• upload malware, or content that infringes third-party rights;
• resell, white-label, or sub-license the Service without a written agreement;
• interfere with other tenants' data, credentials, or rate limits.

We may suspend or terminate accounts that violate this section. For SMS and telephony, suppressions (STOP, do-not-call) are enforced platform-wide and are non-negotiable.

4. Trials and fees

Trials are free and time-limited. Paid plans are billed monthly or annually, in advance. Fees are stated net of VAT; VAT is added where applicable. We may change pricing for renewal terms with at least 30 days' notice. Non-payment may result in suspension.

Usage-based charges (SMS, voice minutes, AI inference beyond your plan's allowance) are billed in arrears at the rates in the order form or rate card.

5. Data and customer content

You retain all rights to the data and content you bring to the Service ("Customer Content"). You grant us a non-exclusive licence to process it as required to deliver the Service. Our Privacy Policy and a separate Data Processing Addendum govern personal data.

6. Intellectual property

The Service, its interfaces, templates, documentation, and all improvements remain the exclusive property of Kernion. Open-source components are used under their respective licences.

7. AI output

The Service uses large language models to draft content, answer questions, and generate structured data. AI output can be wrong. You are responsible for reviewing AI-generated output before publishing, sending, or acting on it. See AI Disclosure for details.

8. Availability and support

We aim to provide the Service on a best-effort basis. Scheduled maintenance windows are announced via status page or email. Support is available at hello@kernion.io during business hours. Stronger SLAs are available on Enterprise plans.

9. Cancellation

You can cancel at any time from /admin/settings/billing. Cancelling stops renewal at the end of your current billing period. Previously paid fees are not refunded, except where required by law or expressly offered in writing. You can export your data up until the end of your billing period.

10. Termination by us

We may suspend or terminate your account if you materially breach these Terms, if required by law, or if continued service creates a security or legal risk. We will give reasonable notice where we safely can.

11. Warranties and disclaimers

Except as expressly stated, the Service is provided "as is" and "as available". We disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement, to the extent permitted by law. Consumer rights are unaffected.

12. Limitation of liability

To the maximum extent permitted by law, neither party is liable for indirect, consequential, incidental, special, or punitive damages, or for loss of profit, revenue, data, or goodwill. Our aggregate liability for any claim arising from or related to the Service is capped at the fees you paid in the 12 months preceding the event giving rise to the claim. Nothing in these Terms limits liability for fraud, wilful misconduct, death, or personal injury caused by negligence.

13. Governing law and disputes

These Terms are governed by the laws of HR, excluding conflict-of-laws rules. Courts in that jurisdiction have exclusive venue, without prejudice to any mandatory consumer forum.

14. Changes to these Terms

We may amend these Terms to reflect changes to the Service, the law, or our business. Material changes are announced with at least 30 days' notice. Continued use after the effective date means acceptance.

15. Contact

Questions about these Terms: hello@kernion.io. For company details see Imprint.