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Terms of Service

Effective Date: October 1, 2025
Last Updated: October 1, 2025

1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("you," "your," or "User") and Support Service LTD ("we," "our," or "us") governing your access to and use of Penfield™, including our website, applications, APIs, and related services (collectively, the "Service" or "Services").

By accessing or using the Service, you agree to be bound by these Terms and our Privacy Policy.

If you do not agree to these Terms, you may not access or use the Service.

1.1 Who We Are

Support Service LTD is a Bulgarian company that operates Penfield™, an AI memory and knowledge management system.

1.2 Scope of These Terms

Consumer Services: These Terms apply to individual users of Penfield, including Free, Starter, Team, and Enterprise plans.

Commercial Services: If you are using Penfield under a Commercial/Enterprise agreement, separate Commercial Terms may apply, which take precedence over these Consumer Terms.

2. Eligibility and Account Creation

2.1 Minimum Age Requirement

You must be at least 18 years old or the minimum age required to consent to use the Services in your jurisdiction, whichever is higher.

We do not knowingly collect information from children under the applicable minimum age.

2.2 Account Creation

Registration Required: To access certain features, you must create an account.

Accurate Information: You agree to provide:

Account Security: You are responsible for:

One Account Per Person: You may not create multiple accounts or share accounts with others.

2.3 Account Termination

Your Right to Close: You may close your account at any time by contacting support@penfield.app or using the account deletion feature in settings.

Our Right to Suspend/Terminate: We may suspend or terminate your account if:

Effect of Termination:

3. Use of the Service

3.1 License to Use

Grant of License: Subject to your compliance with these Terms, we grant you a limited, non-exclusive, non-transferable, revocable license to:

Restrictions: You may not:

3.2 Service Availability

Access: We strive to provide continuous access but do not guarantee uninterrupted availability.

Maintenance and Updates:

Service Changes: We reserve the right to:

4. Content and Intellectual Property

4.1 Your Content

Definition: "Your Content" includes:

Your Ownership: You retain all intellectual property rights in Your Content.

License to Us: By submitting Your Content, you grant us a worldwide, non-exclusive, royalty-free license to:

Your Responsibilities:

4.2 AI-Generated Outputs

Outputs: Responses and results generated by the Service ("Outputs") are based on Your Content and our AI models.

Ownership of Outputs: Subject to these Terms and applicable law, you own the Outputs generated from your use of the Service. We assign to you (to the extent we have any) our right, title, and interest in and to Outputs.

No Guarantees:

Your Responsibility:

4.3 Model Training

Use of Content for Training:

Exceptions (Even When Opted Out):

4.4 Our Intellectual Property

Service Ownership: We (and our licensors) own all rights, title, and interest in:

Trademarks: "Penfield™" and our logos are our trademarks. You may not use them without prior written permission.

5. Acceptable Use Policy

You agree to use the Service in compliance with all applicable laws.

You may NOT use the Service to:

Illegal Activities:

Harmful Content:

Abuse and Harassment:

System Abuse:

5.1 Enforcement

Monitoring: We use automated systems and human review to detect violations.

Actions We May Take:

Appeals: If your account is suspended or terminated, you may appeal by contacting support@penfield.app.

6. Subscriptions and Payment

6.1 Subscription Plans

Available Plans:

Current pricing and features are available at penfield.app.

6.2 Billing and Payment

Recurring Billing:

Price Changes:

Taxes: Prices exclude applicable taxes (VAT, GST, sales tax, etc.). You are responsible for applicable taxes.

6.3 Cancellation and Refunds

Your Right to Cancel:

Refunds:

7. Third-Party Services and Integrations

7.1 Third-Party Integrations

Your Authorization: By connecting integrations, you authorize us to:

Third-Party Terms: Your use of integrations is subject to:

Liability: We are not responsible for:

8. Privacy and Data Protection

Your privacy is important to us. Our Privacy Policy explains:

Key Points:

9. Disclaimers and Limitations of Liability

9.1 Service Provided "AS IS"

TO THE FULLEST EXTENT PERMITTED BY LAW, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED.

WE DISCLAIM ALL WARRANTIES, INCLUDING:

AI Limitations:

9.2 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

WE (AND OUR AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, SUPPLIERS, AND LICENSORS) SHALL NOT BE LIABLE FOR:

MAXIMUM LIABILITY: Our total liability to you for all claims shall not exceed the greater of:

9.3 Exceptions

Not Limited: Nothing in these Terms limits liability for:

9.4 EU/UK Consumer Rights

For EU/UK Consumers: You have statutory rights under consumer protection laws. Nothing in these Terms affects those rights.

Legal Guarantee: Digital content must be as described, fit for purpose, and of satisfactory quality. If not, you may be entitled to repair, replacement, refund, or price reduction.

10. Indemnification

Your Agreement to Indemnify: You agree to indemnify, defend, and hold harmless us (and our affiliates, officers, directors, employees, agents, suppliers, and licensors) from any claims, liabilities, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising from:

11. Dispute Resolution

11.1 Informal Resolution

First Step: Before filing any formal dispute, please contact us at support@penfield.app to attempt informal resolution.

30-Day Period: Allow us 30 days to address your concern.

11.2 Governing Law

For All Users:

For EU Consumers:

11.3 Jurisdiction and Venue

For Users Outside EU/UK:

For EU Consumers:

12. General Provisions

12.1 Entire Agreement

These Terms, together with our Privacy Policy and any additional terms you agree to, constitute the entire agreement between you and us regarding the Service.

12.2 Modifications to Terms

Our Right to Modify: We may update these Terms from time to time.

Notice:

Your Acceptance:

12.3 Severability

If any provision is found invalid or unenforceable:

12.4 Waiver

Our failure to enforce any right or provision does not constitute a waiver of that right or provision.

12.5 Assignment

Our Right: We may assign these Terms or our rights/obligations to any affiliate or in connection with a merger, acquisition, or sale of assets.

Your Restriction: You may not assign these Terms or your account without our prior written consent.

12.6 Force Majeure

We are not liable for delays or failures due to causes beyond our reasonable control, including:

12.7 Survival

Provisions that by their nature should survive termination will survive, including:

12.8 Language

English Version Controls: These Terms are prepared in English. Translations may be provided for convenience, but the English version governs in case of conflict.

13. EU/UK Specific Terms

13.1 EU Consumer Rights

Right of Withdrawal: EU consumers have 14 days from purchase to withdraw without reason and receive a full refund, unless:

To Exercise Withdrawal: Contact support@penfield.app within 14 days.

13.2 UK Consumer Rights

Consumer Rights Act 2015: Digital content must be:

Remedies: If digital content is faulty, you may be entitled to:

13.3 Legal Guarantee

Under EU law, we provide a legal guarantee of conformity for digital services. If the Service does not conform to contract:

14. Contact Information

General Inquiries:

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