Terms of Service

These Terms are between Tensvia LLC, a Delaware limited liability company operating from New York (“Tensvia”, “we”), and the business that creates an account (“Customer”, “you”). The Service is provided through tensvia.com and its subdomains.

Business mailing address for notices:

You accept these Terms by creating an account, accessing the Service, or allowing anyone in your organisation to do so — whichever happens first. If you do not accept them, do not use the Service.

If you are accepting on behalf of a company or other legal entity, you represent that you are authorised to bind it, and “you” means that entity. Where your organisation has signed a separate written agreement with us covering the same subject matter, that agreement controls to the extent of any conflict.

The Service is offered to businesses, not consumers. You must be at least 18 years old and capable of forming a binding contract, and you must not be barred from receiving services under applicable law.

• You are responsible for the accuracy of the account information you provide and for keeping it current.
• You are responsible for every action taken under your account, including by your employees, contractors and anyone you grant access.
• Credentials are not to be shared outside your organisation. Tell us promptly at security@tensvia.com if you believe an account has been compromised.
• We may offer roles with different permissions. Assigning them appropriately is your responsibility, not ours.

Tensvia reads inbound customer messages across the channels you connect, classifies them, drafts replies grounded in the business facts you provide, and — subject to the operating mode you choose — either holds those drafts for your approval or sends them.

The Service acts on your behalf. Messages it sends go out under your business name, from your numbers and addresses, to your contacts. You remain the sender for every legal purpose, including under telemarketing, anti-spam and consumer-protection law.

Every workflow runs in one of three modes, set per workflow, not per account:

• Shadow — the Service evaluates and drafts but never sends.
• Approval — a named person must approve each action before it executes.
• Autonomy — the Service executes without per-message approval when deterministic policy permits it.

Moving a workflow to Autonomy is your decision and your risk. You are responsible for messages sent in Autonomy exactly as you are for messages you typed yourself. We will show you the caps and conditions before you make that change; we will not make it for you.

You are responsible for, and you represent that:

• every contact the Service may message gave you consent adequate under applicable law for that channel, and you can evidence it;
• the business facts you supply — prices, availability, policies, service descriptions — are accurate and kept current;
• you hold the rights to any content, media or brand assets you upload;
• you review the Service's output at a level appropriate to the mode you have selected;
• your use complies with the Acceptable Use & Messaging Policy, which forms part of these Terms.

The Service uses machine-learning models. Model output is probabilistic. It can be wrong, incomplete, or confidently wrong. We ground drafts in your records and cite what they drew on, and we fail closed rather than guessing when grounding is missing — but we do not warrant that any generated message is accurate, appropriate, or fit for a particular customer.

Nothing the Service produces is legal, medical, financial or professional advice, and it must not be presented to your customers as such. Where a reply could create a binding commitment — a price, a booking, a guarantee — you are responsible for the commitment made in your name.

You own your data. You grant us a limited licence to process it solely to provide the Service, keep it secure, and meet legal obligations. We do not sell it and we do not use your customer content to train general-purpose models.

Handling is set out in the Privacy Policy; where we process personal data on your behalf as processor, the Data Processing Addendum applies and takes precedence on that subject.

Ours stays ours. The Service — its software, interfaces, models as deployed, documentation, and the Tensvia name and marks — is owned by us or our licensors. These Terms grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription, and nothing more.

Yours stays yours. Your data, your business content, your brand assets and the messages sent under your name remain yours. You grant us only the licence needed to operate the Service for you.

Generated output. As between you and us, drafts and other output the Service generates from your data for your use are yours. We make no representation that generated output is original or that it does not resemble output generated for someone else — model output is probabilistic, and similar inputs can produce similar text.

Feedback. If you send us suggestions, we may use them without obligation or compensation. This does not give us any right to your data.

You may not copy, reverse engineer, resell or create derivative works from the Service, or use it to build a competing product, except to the extent that restriction is unenforceable under applicable law.

Subscription fees, usage allowances and overage rates are those shown at purchase. Fees are billed in advance, are non-refundable except where required by law, and are exclusive of taxes. You are responsible for any sales, use or similar taxes other than taxes on our income.

Subscriptions renew automatically for successive periods of the same length unless cancelled before the end of the then-current period. Payment is processed by our payment processor; we do not hold your card details.

If a payment fails we may retry it and may suspend the Service after notice while the balance is outstanding. We may change pricing on 30 days' notice, effective at your next renewal. Continuing to use the Service after that date is acceptance.

Some costs are metered rather than fixed, because they are incurred per message, per minute or per inference:

• model inference for classification, drafting and summarisation;
• SMS, MMS and voice traffic, including carrier fees;
• outbound email volume above any included allowance.

These are billed as incurred, in arrears, at the rates shown at purchase or in your account. Where practical we pass third-party costs through at cost and say so. Usage is measured by our systems and those records are the basis for billing; raise any discrepancy within 30 days of the invoice and we will investigate in good faith.

You may set caps where the Service offers them. Caps limit what the Service will do on your behalf — they do not cap charges already incurred.

Your use of the Service is subject to the Acceptable Use & Messaging Policy, which forms part of these Terms. It covers prohibited content, list practices, and the boundary between what we enforce and what you are responsible for.

We do not monitor your messages for compliance and are not obliged to. Where we do become aware of use that creates legal exposure or carrier risk, we may act under the suspension clause below.

You are the sender. Messages the Service sends go out under your business name, from your numbers and addresses, to your contacts. For every legal purpose — telemarketing, anti-spam, consumer-protection and carrier rules — you are the sender and we are the tool.

You represent and agree that:

• every contact the Service may message has given you consent adequate under applicable law for that channel and message type, and you can evidence it;
• you will honour opt-out requests, and you will not attempt to circumvent the suppression the Service enforces;
• where you send messages to US mobile numbers, you are responsible for your own brand and campaign registration obligations with carriers (A2P 10DLC) and for the accuracy of what you register;
• you will not use the Service to record a call except where you have the consent required in every applicable jurisdiction.

The Service enforces consent and suppression on the send path. That enforcement is a safeguard, not a warranty that your list, your registration or your message content is lawful.

The Service connects to systems you choose — messaging channels, calendars, payment processors, CRMs. Those services are operated by third parties under their own terms, and your use of them is between you and them.

• You authorise us to access and exchange data with a connected service on your behalf, for as long as the connection is active.
• We do not control third-party services and do not warrant their availability, accuracy or continued existence. A provider changing or withdrawing an API can degrade or end a feature.
• You are responsible for holding any account, licence or registration a connected service requires.
• Disconnecting a service stops future exchange; it does not retrieve data already shared with it.

We may suspend the Service immediately, without notice where necessary, if we reasonably believe your use is causing legal exposure, carrier sanction, or harm to recipients — for example messaging without consent, or ignoring opt-outs. We will tell you why and what is needed to resume. Suspension for these reasons does not entitle you to a refund.

Either party may terminate at the end of the then-current subscription period, or immediately for material breach that remains uncured 30 days after written notice.

On termination you may export your data for 30 days. After that we delete it within 30 days, except where retention is legally required — in which case it stays isolated and is deleted when the obligation lapses.

We will provide the Service with reasonable skill and care. Beyond that, and to the fullest extent permitted by law, the Service is provided “as is” without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant uninterrupted or error-free operation, nor the availability of any third-party channel or provider.

To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, data or goodwill.

Our total aggregate liability arising out of or relating to these Terms will not exceed the fees you paid us in the twelve months before the event giving rise to the claim.

These limits do not apply to your payment obligations, your indemnity below, or to liability that cannot be limited by law.

You will defend and indemnify Tensvia against third-party claims arising from your content, your business facts, your instructions, your use of the Service in breach of these Terms or the Acceptable Use Policy, and — in particular — any claim that a message sent on your behalf lacked the consent you represented it had.

These Terms are governed by the laws of the State of New York, without regard to conflict-of-laws rules. The parties submit to the exclusive jurisdiction of the state and federal courts located in New York County, New York.

We may update these Terms. Material changes take effect 30 days after we post them and notify you; other changes take effect when posted. If you do not accept a material change, your remedy is to terminate before it takes effect.

Legal notices to us must be sent to legal@tensvia.com, with a copy by mail to:

Notices to you go to the account email on file — keep it current. Other ways to reach us are listed on the contact page.