Terms of Service

1. Provider and scope

Flenno is a business analytics service operated by Tmi Lauri Koskensalo, Business ID 3361714-6, Viholankatu 12 A 16, 37120 Nokia, Finland ("Flenno", "we" or "us"). Contact: info@flenno.com.

These Terms govern access to and use of Flenno by business customers and their authorised users. The service is offered for business purposes, not for personal, family or household use.

"You" means the business customer accepting these Terms. An individual accepting them on behalf of a business confirms that they have authority to bind that business. Your authorised users must follow the provisions relevant to their use.

You accept these Terms when you expressly agree to them during registration or checkout, or enter into an order or agreement that incorporates them. Visiting our public website alone does not create a paid subscription.

Your accepted order and order confirmation identify the selected plan, features, fees and subscription period. A separately negotiated written agreement takes priority over conflicting provisions of these Terms. The Data Processing Agreement incorporated in section 9 takes priority for personal data processing. Nothing in an order or these Terms overrides applicable restrictions on Google user data.

2. Accounts and permitted use

You must provide accurate account and billing information, keep it up to date and ensure that users are authorised to act for your organisation.

You are responsible for managing your users, protecting access credentials and notifying us promptly of suspected unauthorised access. You are not responsible for incidents caused by Flenno's failure to meet its own obligations.

Subject to your subscription and these Terms, we grant your authorised users a limited, non-exclusive right to access Flenno for your organisation's business purposes.

3. Subscriptions, payment and renewal

Flenno offers monthly and annual subscriptions. The price, currency, billing period, applicable taxes and included usage are displayed before you complete your order. Unless the order states otherwise, subscription fees are payable in advance for the selected period.

Your subscription automatically renews for successive periods of the same length unless you cancel before the next renewal date. By purchasing a recurring subscription, you authorise the recurring payments disclosed at checkout using your selected payment method.

You must maintain a valid payment method and pay undisputed fees when due. Contact info@flenno.com promptly if you believe a charge is incorrect. We will investigate billing disputes in good faith.

We may change subscription prices for future renewal periods by giving at least 30 days' advance notice to your account contact. A price increase will not affect a period already paid for or a renewal occurring before that notice period expires. You may cancel before the increase takes effect.

Additional paid features or usage charges require disclosure and your agreement before they are incurred. Any trial or promotional offer is subject to the conditions presented when you accept it; a trial does not convert into a paid subscription unless that conversion and its charges were disclosed and accepted.

4. Cancellation and refunds

You may cancel renewal at any time before the next renewal date using the cancellation option provided with your subscription or by emailing info@flenno.com from an authorised account contact.

An email cancellation is effective when received, subject to reasonable verification of the requester's authority. A delay in our processing will not cause an additional renewal where a valid cancellation was received before the renewal date. We will confirm cancellation.

Ordinary cancellation takes effect at the end of your current paid subscription period, and access continues until then. We do not provide partial refunds for unused time resulting solely from ordinary cancellation, reduced usage or a decision to stop using the service.

This does not limit refunds or other remedies required by mandatory law or arising from Flenno's material breach. If we end a paid subscription for our convenience before the paid period expires, we will refund the unused prepaid portion. Statutory switching and termination rights described in section 11 are not restricted by this section.

Disconnecting Google, revoking an integration or deleting an individual user account does not by itself cancel the organisation's subscription. Use the cancellation process above to stop renewal.

5. Google and other connected services

You may connect only accounts and properties that you are authorised to access and to make available to Flenno. You are responsible for obtaining any permissions needed from your organisation or its customers.

Google sign-in is used for authentication. Connecting Google Analytics is a separate authorisation, and the current Google Analytics integration requests read-only access to provide analytics and insights.

Google and other connected services remain subject to their own terms, availability and permission settings. We do not control their data accuracy, API limits or changes. This does not remove our responsibility for the parts of the service we provide or manage.

You may disconnect integrations in Flenno and revoke Google access through https://myaccount.google.com/connections. Disconnection stops future authorised access as described in our Privacy Policy; it does not automatically delete information already stored in Flenno.

Flenno's handling of Google API data is subject to the Google API Services User Data Policy, including its Limited Use requirements: https://developers.google.com/terms/api-services-user-data-policy.

6. Customer data and intellectual property

You retain your rights in data and content supplied to Flenno or imported from your authorised connections ("Customer Data"). You grant us only the rights needed to host and process Customer Data to provide your requested service, maintain its security and fulfil applicable legal obligations, consistently with our Privacy Policy and any applicable data processing agreement.

This permission does not authorise selling Customer Data, using Google user data for advertising, or using Google user data to train or improve general-purpose AI or machine-learning models.

Flenno and its licensors retain rights in the software, interface, branding and underlying technology. Your subscription does not transfer ownership of them.

You may use reports and AI outputs made available to your organisation for your business purposes, including sharing your own reports with authorised colleagues, advisers and clients. Any rights in Customer Data and third-party material remain with their owners. We do not promise that AI outputs are unique or eligible for intellectual property protection.

7. AI-assisted analysis

Flenno uses AI to generate summaries, analysis and suggestions. Relevant questions, business context and analytics data may be processed through Amazon Bedrock as described in the Privacy Policy.

AI outputs may be incomplete, inaccurate or unsuitable for a particular decision. You should review material outputs and compare them with the underlying information before relying on them.

Flenno supports business decision-making; it does not guarantee commercial outcomes or replace your own professional judgement. You remain responsible for decisions and actions taken using the service. This does not exclude liability that cannot lawfully be excluded.

8. Acceptable use

You must not:

• Use Flenno unlawfully or upload information you have no right to provide.

• Access another customer's data or bypass authentication, security controls or agreed usage limits.

• Introduce malicious code, interfere with the service or conduct security testing without permission.

• Resell access, reproduce the software or reverse engineer it except as expressly agreed or permitted by mandatory law.

• Use the service to infringe privacy, intellectual property or other rights.

Do not submit passwords, payment-card details or special-category personal data unless we have expressly agreed to support that processing.

9. Privacy and confidentiality

Our Privacy Policy explains our data handling: https://flenno.com/privacy-policy. Cookie information is available at https://flenno.com/cookie-policy.

Accepting these Terms does not itself constitute consent to optional tracking or to a new use of Google user data.

Where Flenno processes personal data on your behalf, the Flenno Data Processing Agreement (DPA), including its annexes, forms an integral part of these Terms: https://flenno.com/data-processing-agreement. By accepting these Terms on behalf of your business, you also accept the DPA. The DPA must be available before acceptance and applies before processing on your behalf begins. We record the accepted version with your agreement. A separately signed data processing agreement replaces the standard DPA only where it expressly says so.

Each party will protect the other's non-public business information and use it only to perform the agreement or meet legal obligations. Disclosure is limited to persons and service providers who need access for those purposes and are bound by appropriate confidentiality obligations, or to disclosures required by law. Additional restrictions on Google user data continue to apply.

10. Availability, changes and suspension

We will provide the service with reasonable care and skill. We do not guarantee uninterrupted availability, error-free operation or particular business results. A specific service-level commitment applies only if agreed separately.

We may maintain, update and improve the service. We will give reasonable advance notice of changes that materially reduce the main features of a paid plan. Except where necessary for security or legal compliance, such reductions will take effect at renewal unless you agree otherwise. If an unavoidable change substantially prevents the agreed use during a paid period, you may terminate the affected service and receive a refund of its unused prepaid portion.

We may restrict access where reasonably necessary to address unlawful use, a material security risk, a material breach or overdue undisputed fees. Restrictions will be proportionate. Where practicable, we will explain the issue and give you a reasonable opportunity to resolve it before suspension.

Either party may terminate for a material breach that remains unresolved for 14 days after written notice. Immediate termination is permitted where the breach cannot reasonably be remedied or continued performance would be unlawful or create a serious security risk.

11. Customer data on exit and switching

You may contact info@flenno.com to request return or deletion of your organisation's Customer Data. We may verify your authority. Revoking a connection, cancelling a subscription and deleting Customer Data are separate actions. Annex 4 of the DPA sets out the return and deletion procedure, and our Privacy Policy explains the handling of personal data.

On service termination, we stop routine feature processing and arrange return followed by deletion, or deletion without return, under Annex 4 of the DPA. We begin the exit process without undue delay, coordinate any necessary retrieval period and give you a reasonable opportunity to request return before proceeding with deletion. Temporary exit copies are restricted to completing that process, security or a specific legal requirement. An earlier valid deletion request is handled without undue delay; an optional retrieval period does not override it.

Automated database backups are configured for seven-day retention. Separately created recovery snapshots require administrative deletion. WorkOS backup and archival copies follow WorkOS's applicable data retention schedule. The DPA and Privacy Policy explain the separate schedules, criteria and handling of retained security records. Cancelling a subscription, disabling an integration and deleting active data are distinct actions; none alone confirms erasure of every retained copy. Applicable statutory retrieval rights and justified legal retention requirements take priority.

Where the EU Data Act applies, you may request a switch to another provider, transfer to your own infrastructure, or erasure on termination. The notice period for initiating the process will not exceed two months. The transition must finish within 30 calendar days after notice ends, unless a legally permitted extension applies. If this is technically unfeasible, we will explain the reasons within 14 working days of the request and specify an alternative transition no longer than seven months. Your statutory right to extend the transition is unaffected. We will cooperate, provide necessary assistance and maintain contractual service continuity during the transition.

Exportable categories include your supplied business content, imported analytics reports, conversations, generated insights, organisation settings and relevant metadata. Our source code, internal model instructions, other customers' information and protected internal operational material are excluded only to the extent legally permitted. These exclusions do not remove your rights in your own exportable data.

We will provide exportable data as CSV or JSON, with relevant field descriptions, using secure delivery. Following transition, retrieval remains available for at least 30 calendar days, followed by erasure under Annex 4 of the DPA. We will not erase data while a mandatory retrieval period or a timely return request remains outstanding. We will confirm the termination date. For a statutory switch, the affected agreement ends when switching is successfully completed; for an erasure-only statutory exit, it ends when the applicable notice period expires. These rights can end the affected agreement before an ordinary renewal date.

No switching or standard data-export fee is charged. Separately requested assistance beyond our legal obligations requires an agreed price. Ordinary service fees apply while the service agreement remains in effect; mandatory refund rights prevail over the ordinary no-partial-refund rule.

12. Liability

To the extent permitted by law, neither party is liable to the other for indirect or consequential loss, including lost profits or business opportunities arising as an indirect consequence of a breach.

Unless separately agreed, Flenno's total liability arising from a paid subscription is limited to the fees paid or payable for the affected service during the 12 months immediately preceding the event giving rise to the claim.

These limitations do not apply to fraud, wilful misconduct, gross negligence, or liability that cannot lawfully be excluded or limited. They do not restrict individuals' statutory data protection rights. Refunds expressly due under these Terms remain payable, and your obligation to pay valid subscription charges is not reduced by this section.

Each party must take reasonable steps to reduce losses it could reasonably avoid.

13. Changes to these Terms

We may update these Terms and will give at least 30 days' advance notice of material changes. Material changes to price or the commercial terms of an existing subscription take effect no earlier than renewal, unless you expressly agree otherwise.

Changes strictly required by law or necessary to address an urgent security issue may take effect sooner, with an explanation. If such a change materially disadvantages you during a paid period, you may terminate the affected service and receive a refund of its unused prepaid portion.

If you do not agree to changes applying at renewal, cancel before that renewal. Changes do not retroactively alter accrued rights or authorise a new use of Google user data.

14. Governing law and disputes

These Terms are governed by Finnish law, subject to applicable mandatory law.

The parties will first try to resolve disputes in good faith by contacting each other. If no resolution is reached, disputes will be submitted to the competent courts of Finland, unless mandatory law requires otherwise.

If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law. Failure to enforce a provision on one occasion does not waive the right to enforce it later.

15. Contact

Tmi Lauri Koskensalo / Flenno
Business ID: 3361714-6
Viholankatu 12 A 16
37120 Nokia, Finland
Email: info@flenno.com
Website: https://flenno.com