These Terms of Service (“Terms”) govern your access to and use of the Pronomy platform and services provided by Pronomy OÜ (“Pronomy,” “we,” “us”), an Estonian company (registry code 17309629) located at Ahtri tn 12, Tallinn 15551, Estonia.
By accessing or using Pronomy, you agree to be bound by these Terms. If you are using Pronomy on behalf of a company or organization (“Client”), you represent that you have authority to bind that entity to these Terms.
Pronomy is an AI-powered customer support automation platform for B2C companies. Our service:
Pronomy operates as a tool under your direction. You remain responsible for the customer support experience delivered to your end users.
Pronomy is a B2B service. To use the platform, you must:
You are responsible for all activity that occurs under your account, including actions taken by your authorized users.
You agree to use Pronomy lawfully and in accordance with these Terms. You may not:
Pronomy charges on a per-resolved-ticket basis. Pricing ranges from $0.25 to $0.65 per resolved ticket, depending on the complexity of the ticket and the integrations involved. A ticket is considered “resolved” when Pronomy successfully processes and responds to it without requiring human escalation.
Usage is tracked automatically. Invoices are issued monthly based on the number of tickets resolved during the billing period. Payment is due within 14 days of invoice date unless otherwise agreed in writing.
We may adjust pricing with at least 30 days’ written notice. Price changes do not apply retroactively and take effect at the start of the next billing period following the notice period.
All prices are exclusive of applicable taxes. You are responsible for any VAT, sales tax, or other taxes imposed by your jurisdiction.
You retain full ownership of all data you provide to Pronomy, including support ticket content, customer information, and any configurations or customizations you create (“Client Data”). Nothing in these Terms transfers ownership of your data to us.
You grant Pronomy a limited, non-exclusive license to access, process, and use Client Data solely for the purpose of providing the service. This includes sending ticket data to LLM providers for analysis and response generation, and accessing connected tools to execute actions on your behalf.
Pronomy acts as a data processor on your behalf. Our data processing practices are governed by our Privacy Policy and any Data Processing Agreement (DPA) executed between us. We do not sell Client Data or use it for purposes beyond providing and improving the service.
You may export or request your data at any time. Upon termination, we will provide reasonable assistance in exporting your data before deletion.
Pronomy and its licensors own all rights, title, and interest in the platform, including the software, models, algorithms, user interface, documentation, and trademarks. These Terms do not grant you any rights to our intellectual property beyond the limited right to use the service as described here.
You retain all intellectual property rights in your content, data, and configurations. Any AI-generated responses produced by Pronomy on your behalf are considered your content once delivered.
If you provide suggestions, ideas, or feedback about the service, you grant us a perpetual, royalty-free license to use that feedback to improve Pronomy. This does not apply to Client Data.
We strive to maintain high availability of the Pronomy platform. While we target 99.9% uptime, we do not guarantee uninterrupted or error-free service. Planned maintenance will be communicated in advance when possible.
Pronomy’s service depends on third-party providers, including LLM providers, helpdesk platforms, and payment processors. We are not responsible for outages or degraded performance caused by these third-party services.
We provide support via email at oleksii@pronomy.io. We aim to respond to support requests within one business day.
Pronomy is provided on an “as is” and “as available” basis. To the maximum extent permitted by law, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.
Pronomy uses AI to generate responses and take actions. While we work to ensure high quality and accuracy, AI outputs may occasionally be incorrect, incomplete, or inappropriate. You are responsible for reviewing and configuring Pronomy’s behavior, and for maintaining human oversight of your customer support operations.
To the maximum extent permitted by law, Pronomy’s total liability for any claims arising from or related to these Terms or the service shall not exceed the total fees paid by you to Pronomy in the 12 months preceding the claim. In no event shall Pronomy be liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities.
You agree to indemnify and hold Pronomy harmless from any claims, damages, or expenses (including reasonable legal fees) arising from your use of the service, your violation of these Terms, or your violation of any third-party rights.
There is no minimum contract term. Either party may terminate the service relationship at any time by providing written notice. Your access will continue until the end of the current billing period, or immediately if you prefer.
We may suspend or terminate your access immediately if you materially breach these Terms, engage in activity that threatens the security or integrity of the platform, or fail to pay invoices within 30 days of their due date.
Upon termination, your right to access the platform ceases. We will retain your data for 30 days to allow for export, after which it will be deleted in accordance with our Privacy Policy. You remain responsible for any fees incurred prior to termination.
These Terms are governed by and construed in accordance with the laws of the Republic of Estonia, without regard to its conflict-of-law provisions.
Any disputes arising from these Terms or the use of the service shall first be addressed through good-faith negotiation between the parties. If a dispute cannot be resolved within 30 days of written notice, it shall be submitted to the courts of Tallinn, Estonia, which shall have exclusive jurisdiction.
Nothing in this section prevents either party from seeking injunctive or other equitable relief in any court of competent jurisdiction to protect its intellectual property rights or confidential information.
We may update these Terms from time to time. Material changes will be communicated via email to active Clients at least 30 days before they take effect. Continued use of the service after changes take effect constitutes acceptance of the updated Terms.
The “Last updated” date at the top of this page reflects the most recent revision. We encourage you to review these Terms periodically.
For questions about these Terms of Service, please contact:
Pronomy OÜ
Ahtri tn 12, Tallinn 15551, Estonia
Email: oleksii@pronomy.io