Terms of Service

These are the Terms of Service for NordFlow. We've tried to write them in plain English instead of legalese — so you understand what you're buying, what we commit to deliver, what happens if something goes wrong, and how you can terminate the agreement. By signing up for or using the service, you agree to these terms.

1. Parties and scope

These terms govern the relationship between:

• NordFlow (sole proprietorship, reg. no 20060213-6194), represented by Josef Hellstenius, Holmbytorp 119, 247 97 Eslöv, Sweden ("we", "us", "NordFlow")
• The Customer — the company, sole proprietorship or other legal entity that signs up for the service ("you", "the Customer")

The agreement is formed when the Customer signs up via email, signed order confirmation, or other documented confirmation. These terms govern the relationship in addition to any specific terms in the order confirmation, which prevail in case of conflict.

2. The service

NordFlow is an AI-based customer intake service for service businesses. The service includes:

• Automatic capture of incoming customer enquiries via email, forms, and Instagram DMs
• AI-based classification of leads as hot, warm or cold
• Automated replies to clear messages
• SMS escalation when human handling is required
• Web-based dashboard to view and manage leads
• Support from the founder during business hours

The exact contents, scope and any add-ons are specified in the order confirmation.

3. Setup and onboarding

Setup and onboarding is done with you through the following steps:

• We set up a Google Sheet for your lead data (which you own).
• We connect your existing email accounts, forms and optional Instagram via IMAP/API.
• We configure AI replies based on your own templates and past responses.
• We run test runs together before the system goes live.

Setup is included at no extra cost. Typical lead time: 5–10 business days from signing to live operation, provided you grant us access to the necessary accounts in time.

4. Fees and payment

Price

The service costs from USD 1,500 / month excl. VAT (or local equivalent). The exact price appears in the order confirmation and may vary based on volume and scope. Larger businesses or customized setups may have a higher monthly fee.

Billing

• Billing is done in advance per calendar month.
• Payment terms: net 30 days from invoice date.
• Invoices are sent via email in PDF to the specified billing address.

Late payment

Late payment incurs statutory interest under Swedish law (reference rate + 8 percentage points), a reminder fee of SEK 60 per reminder, and any debt collection fees. After more than 30 days past due, we may temporarily suspend the service until payment is made.

Price changes

We reserve the right to adjust prices with at least 60 days' notice. In case of price increases, you have the right to terminate the agreement before the increase takes effect, without notice fees.

5. Term and termination

The agreement runs indefinitely from the day the service is delivered.

Termination for convenience

• Notice period: 30 days. Termination is possible by either party without cause.
• During the notice period, we deliver the service as usual and bill according to the agreement.
• Termination is given in writing via email to josef.hellstenius@nordflow.online.

First month — free cancellation

During the first 30 days of the service, the Customer may terminate at no cost if the service does not meet expectations. Any fees paid will be refunded.

Termination for cause

Either party may terminate the agreement immediately if the other party materially breaches the agreement and fails to remedy the breach within 30 days of written notice. Breaches of confidentiality or GDPR obligations always count as material breaches.

After termination

When the agreement ends:

• We disconnect all access to your accounts within 5 business days.
• Your Google Sheet with all lead data remains yours and untouched.
• We delete your login credentials and customer account within 30 days.
• Billing and accounting records are retained for 7 years as required by law.

6. Customer responsibilities

For the service to work, you commit to:

• Grant us the necessary access to your email accounts, forms and other relevant systems.
• Use the service only for legitimate business purposes.
• Not use the service to send spam, fraud, hate speech or other illegal content.
• Ensure end-customers are informed that AI is used in communications (we provide sample text for your autoresponders and website).
• Keep dashboard login credentials confidential and not share them with unauthorized persons.
• Pay invoices on time.
• Inform us promptly of suspected misuse or security incidents.

7. Our commitments and service level

Availability

We aim for the service to be available 99.5 % of the time per calendar month (about 3.6 hours max downtime per month). Scheduled maintenance windows are not counted as downtime and are announced at least 48 hours in advance.

Support

Support is included and provided personally by the founder via email and phone during Swedish business hours (Mon–Fri 09:00–17:00 CET/CEST). Typical response time: within 24 hours (business days).

AI quality

The AI is trained on your real replies and adjusted continuously. We do not guarantee 100% accuracy of automated replies — all AI systems have margin for error. We address identified patterns of incorrect replies within a reasonable time at no extra cost.

Downtime and credits

For downtime exceeding the promised availability, you are entitled to proportional credit of the monthly fee upon written request within 30 days.

8. Confidentiality

Both parties undertake to keep information received from the other party confidential and not to use or share it beyond what is required to fulfil the agreement. Confidentiality applies even after the agreement ends.

Exceptions: information that was publicly known at the time of receipt, becomes publicly known without breach of these terms, or must be disclosed under law or regulatory decision.

9. Personal data and data ownership

Ownership

All customer data and lead data belong to you. We make no ownership claim over your data. The data lives physically in your own Google Sheet or equivalent system you control.

Data Processing Agreement (DPA)

When we process personal data on your behalf, you are the data controller and we are the data processor. A separate DPA under GDPR Art. 28 is signed before processing begins and is an integrated part of this agreement.

Privacy Policy

Our processing of personal data is described in detail in our Privacy Policy, which is part of this agreement.

10. Intellectual property

All intellectual property rights in NordFlow — including source code, design, trademarks, documentation and AI models — belong to NordFlow or its licensors. The agreement grants you a non-exclusive, non-transferable right to use the service during the term.

All data you upload or create in the service remains yours, and we make no claim on it.

11. Limitation of liability

NordFlow is liable for damages caused by our negligence, subject to the following limitations:

• Our total liability for any single claim is limited to the monthly fees paid during the 12 months immediately preceding the damage.
• We are not liable for indirect damages such as lost profit, lost customers, data loss beyond what we caused, or reputational damage.
• We are not liable for incorrect AI replies beyond fixing systematic problems as soon as they are identified.
• We are not liable for outages or damages caused by subprocessors, internet providers or other third-party services that we do not control.

These limitations do not apply in cases of gross negligence, wilful misconduct or GDPR breaches.

12. Force majeure

Neither party is liable for defects or delays caused by circumstances beyond the party's reasonable control — such as government decisions, war, natural disaster, large-scale power outages, pandemic, or major infrastructure failures at a subprocessor (e.g. Google, OpenAI).

For prolonged force majeure (over 60 days), either party has the right to terminate the agreement immediately without liability.

13. Changes to terms

We reserve the right to amend these terms. In case of material changes:

• We notify active customers by email at least 30 days in advance.
• If you do not accept the changes, you have the right to terminate the agreement before they take effect, with no notice period.
• Continued use of the service after the effective date constitutes acceptance.

14. Governing law and disputes

This agreement is governed by Swedish law, excluding its conflict-of-law rules.

Disputes shall first be resolved through dialogue between the parties. If dialogue does not lead to a solution, disputes shall be settled at Lund District Court (Lunds tingsrätt) as the first instance, unless otherwise agreed.

15. Contact

Questions about the agreement or these terms?