Terms of Service

1. Acceptance of Terms

By accessing or using RetainWise ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, do not use the Service.

3. Description of Service

RetainWise provides AI-powered customer churn prediction services for SaaS companies. Our Service includes:

• Machine learning-based churn risk analysis
• SHAP (SHapley Additive exPlanations) for prediction explanations
• Dashboard for visualizing results
• Data export functionality
• API access (Pro and Enterprise plans)

4. Account Registration

To use the Service, you must:

• Provide accurate and complete registration information
• Maintain the security of your account credentials
• Be at least 18 years old or the age of majority in your jurisdiction
• Represent a legitimate business entity

You are responsible for all activities that occur under your account.

5. Subscription and Billing

5.1 Free Trial

New users receive a 14-day free trial. No credit card is required to start a trial. At the end of the trial period, your account will convert to a paid subscription unless you cancel.

5.2 Paid Subscriptions

Subscription fees are billed in advance on a monthly or annual basis. Fees are non-refundable except as required by law or as expressly stated in these Terms.

5.3 Plan Changes

You may upgrade or downgrade your plan at any time. Changes take effect immediately. Upgrades are prorated; downgrades take effect at the next billing cycle.

5.4 Cancellation

You may cancel your subscription at any time. Cancellations take effect at the end of the current billing period. No refunds are provided for partial months.

5.5 Refund Policy

We offer a 30-day money-back guarantee for new subscriptions. If you're not satisfied within the first 30 days, contact us for a full refund.

6. Acceptable Use

You agree not to:

• Use the Service for any illegal purpose
• Violate any laws in your jurisdiction
• Upload malicious code, viruses, or malware
• Attempt to reverse engineer or access our ML models
• Scrape, crawl, or harvest data from the Service
• Resell or redistribute the Service without permission
• Use the Service to spam or harass others
• Upload data you don't have rights to use

7. Data Ownership and Usage

You retain ownership of all data you upload to the Service. We do not claim any ownership rights to your customer data.

By uploading data, you grant us a limited license to:

• Process your data to generate churn predictions
• Store your data securely on our servers
• Use anonymized, aggregated data to improve our ML models

For details on how we handle your data, see our Privacy Policy.

8. Service Level Agreement (SLA)

We strive to provide reliable service:

• Starter/Professional: 99% uptime (no SLA credit)
• Enterprise: 99.9% uptime with SLA credits for downtime

Scheduled maintenance is excluded from SLA calculations. We will notify you 48 hours in advance of scheduled maintenance.

9. Intellectual Property

The Service, including all software, algorithms, content, and branding, is owned by RetainWise and protected by copyright, trademark, and other intellectual property laws.

You may not copy, modify, distribute, or create derivative works based on the Service without our express written permission.

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

• RetainWise shall not be liable for any indirect, incidental, special, consequential, or punitive damages
• Our total liability shall not exceed the amount you paid us in the 12 months preceding the claim
• We are not liable for business losses, lost profits, lost revenue, or lost data resulting from your use of our predictions

11. Indemnification

You agree to indemnify and hold RetainWise harmless from any claims, damages, or expenses arising from:

• Your use of the Service
• Your violation of these Terms
• Your violation of any third-party rights
• Data you upload to the Service

12. Termination

We may suspend or terminate your account if:

• You violate these Terms
• Your payment fails
• We reasonably believe your account is being used fraudulently
• Required by law

Upon termination, you may download your data for 30 days. After 30 days, your data will be permanently deleted.

13. Changes to Terms

We may modify these Terms at any time. We will notify you of material changes via email or through the Service. Continued use of the Service after changes constitutes acceptance of the new Terms.

14. Governing Law

These Terms are governed by the laws of the United States and the State of Delaware, without regard to conflict of law principles.

15. Dispute Resolution

Any disputes arising from these Terms or the Service shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association, except where prohibited by law.

16. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will remain in full force and effect.

17. Contact Information