Terms & Conditions

These Terms & Conditions (the “Terms”) govern the supply and use of the SVARA service described below. They form a binding agreement between Henrik Hellbe, Enskild firma, org.nr 950809-XXXX, Sandelsgatan 14, 115 34 Stockholm, Sweden (“SVARA”, “we”, “us”, “our”), trading under the name SVARA (https://svara.social), and the business that subscribes to the Service (the “Customer”, “you”, “your”).

By creating an account, subscribing to, or otherwise accessing or using the Service, or by clicking “I accept” (or similar), you agree to these Terms on behalf of the Customer and confirm that you are authorised to bind the Customer.

The Service is offered only to businesses acting for purposes relating to their trade, business, craft or profession, and is not intended for consumers. The Customer warrants that it enters into these Terms as a business and not as a consumer.

Because the Customer is a business and not a consumer, the statutory 14-day right of withdrawal under the Swedish Distance and Off-Premises Contracts Act (lag (2005:59) om distansavtal och avtal utanför affärslokaler) does not apply to this agreement.

• “Service” — the SVARA software-as-a-service platform, including the website, application, and related features and documentation.
• “Draft Reply” — an AI-generated suggested reply produced by the Service for the Customer to review, edit, approve or reject.
• “Connected Account” — a third-party account or channel the Customer connects to the Service (e.g. Instagram / Facebook via Metricool, an email inbox via IMAP, or Slack).
• “Customer Data” — all data, content and materials the Customer or its users provide to, or make accessible through, the Service, including Brand Knowledge and Connected-Account content.
• “Brand Knowledge” — tone-of-voice settings, uploaded documents, links and other reference material the Customer provides to guide the AI.
• “End-Customer” — a person who communicates with the Customer through a Connected Account (for example a customer of the Customer's business).
• “Subscription” — the Customer's paid plan (Starter, Growth or Scale) as selected at checkout or in an Order.
• “Order” — the online checkout, order form or written confirmation setting out the Subscription, tier, term and fees.
• “DPA” — the Data Processing Agreement between the parties, incorporated into these Terms by reference.

SVARA is a business-facing AI assistant that helps the Customer manage customer-support communications. The Service:

• fetches incoming messages from the Customer's Connected Accounts — Instagram & Facebook direct messages and comments (via Metricool) and email (via IMAP);
• uses artificial intelligence to generate a Draft Reply; and
• surfaces that Draft Reply in Slack (or another approval interface) for the Customer's team to approve, edit or reject.

Human-in-the-loop by default — no reply is sent unless the Customer approves it. Except where the Customer explicitly enables the optional automated-message feature described in Section 3.1, SVARA does not autonomously send messages to End-Customers, and a reply is transmitted only after the Customer has reviewed and approved it. The Customer is at all times in control of, and responsible for, what is sent.

• The Customer must provide accurate, current and complete registration information and keep it up to date.
• The Customer is responsible for maintaining the confidentiality of its account credentials and for all activity under its account and by its authorised users.
• The Customer must notify SVARA without undue delay of any suspected unauthorised access or use.
• SVARA may refuse registration, or suspend or close an account, where required for legal, security or non-payment reasons.

Subject to these Terms and payment of the applicable fees, SVARA grants the Customer a limited, non-exclusive, non-transferable, non-sublicensable and revocable licence to access and use the Service for its own internal business purposes during the Subscription term.

All rights not expressly granted are reserved by SVARA. The Customer receives no ownership rights in the Service.

The Customer is responsible for its use of the Service and for its Customer Data. In particular, the Customer:

• warrants that it holds all rights, permissions, consents and a valid legal basis (including under the GDPR) necessary to connect its Connected Accounts and to have SVARA process the content in them, including End-Customer messages;
• is the controller of End-Customer personal data; SVARA acts as processor for that content, as governed by the DPA;
• is responsible for connecting and maintaining its Connected Accounts, credentials and tokens, and for complying with the terms and policies of the underlying platforms (including Meta, Google, Slack and Metricool);
• must review every Draft Reply before approving it, and is solely responsible for the content of any message it approves or sends; and
• must ensure its use of the Service, and any message it sends, complies with all applicable laws (including consumer-protection, marketing and data-protection law).

The Customer must not, and must not permit any user or third party to:

• use the Service for any unlawful, fraudulent, harmful, harassing, defamatory, infringing or misleading purpose, or to send spam or unsolicited communications in breach of applicable law;
• upload or transmit malware, or interfere with or disrupt the integrity or performance of the Service;
• copy, modify, reverse engineer, decompile or create derivative works of the Service, except to the extent such restriction is prohibited by mandatory law;
• circumvent usage limits, access controls or security measures, or use the Service beyond the scope of its Subscription;
• use the Service, or any output, to build or train a competing product or service, or to benchmark against SVARA for a competing purpose; or
• violate the terms or policies of any Connected Account platform.

SVARA may suspend or restrict access immediately where it reasonably believes the Customer is in breach of this Section 7 or where necessary to protect the Service, third parties or SVARA from harm, security or legal risk.

Draft Replies are generated by artificial intelligence (using Anthropic’s Claude API) and are suggestions only. The Customer acknowledges and agrees that:

• AI-generated content may be inaccurate, incomplete, outdated, biased, misleading or otherwise inappropriate, and may not reflect the Customer's actual policies or the facts of a given matter;
• the Customer is solely responsible for reviewing, editing, verifying and approving each Draft Reply before it is sent; by default no Draft Reply is sent without the Customer's approval, and where the Customer enables the optional automated-message feature (Section 3.1) it is responsible for configuring, training and monitoring that automation and for all messages sent under it;
• SVARA gives no warranty as to the accuracy, quality, reliability, completeness, fitness for a particular purpose or non-infringement of any Draft Reply or other output; and
• the Customer must not rely on Draft Replies as legal, financial, tax, medical or other professional advice, and must not present them as such to End-Customers.

Where the Customer enables the optional automated-message feature (Section 3.1), the same limitations apply to those messages, which are generated and sent by AI without individual human review. The Customer accepts this and remains solely responsible for the automation it enables and for every message sent under it.

• The Service is offered on a subscription basis in tiers (Starter, Growth and Scale), which differ by monthly conversation volume and the number of Connected Accounts, as set out in the Order or on the website.
• Subscriptions are billed monthly or annually. Annual subscriptions may be billed monthly at a discounted rate as stated at checkout.
• All prices are exclusive of VAT. Applicable Swedish/EU VAT is added at checkout via Stripe Tax (exclusive). The Customer is responsible for all taxes, duties and levies relating to its purchase, except for taxes on SVARA's income.
• Payments are processed by Stripe. SVARA never receives or stores full payment-card numbers. The Customer authorises SVARA (via Stripe) to charge the applicable fees to its payment method.
• If the Customer exceeds its tier limits, SVARA may require an upgrade to a higher tier or charge additional usage fees as stated in the Order or on the website. Upgrades take effect immediately and are prorated for the remainder of the current billing period.

• These Terms start when the Customer first accepts them or accesses the Service and continue for the Subscription term, renewing automatically under Section 9.1.
• Either party may terminate the Subscription with effect from the end of the current term by giving at least 30 days' notice before renewal (i.e. by cancelling before the renewal date).
• SVARA may suspend or terminate the Service immediately, in whole or in part, on written notice if the Customer materially breaches these Terms (including non-payment or breach of Section 7), or where continued provision would expose SVARA to legal, security or reputational risk.
• On termination or expiry: the Customer's right to access the Service ceases; personal data is handled in accordance with the DPA and Privacy Policy; all accrued fees become immediately due; and any prepaid fees are non-refundable except where mandatory law requires otherwise.

Sections that by their nature should survive termination — including Sections 8, 9 (accrued amounts), 11, 12, 14, 15, 16, 17 and 23 — survive.

• SVARA and its licensors own all intellectual property rights in and to the Service, including the software, models integration, user interface, documentation and any modifications or improvements. The Customer receives only the licence in Section 5.
• As between the parties, the Customer owns its Customer Data and Brand Knowledge. The Customer grants SVARA a non-exclusive, worldwide licence to host, copy, process and use Customer Data and Brand Knowledge solely to provide, secure and support the Service.
• Customer Data, Brand Knowledge and End-Customer content are not used to train SVARA's or any third-party AI models (see also Section 8 and the DPA).
• If the Customer provides feedback or suggestions, SVARA may use them without restriction or obligation.

Each party must keep confidential the other party’s non-public information disclosed in connection with these Terms, use it only to perform or exercise rights under these Terms, and protect it with reasonable care. This does not apply to information that is or becomes public without breach, is independently developed, is lawfully received from a third party, or must be disclosed by law (in which case the disclosing party gives notice where lawful).

SVARA uses commercially reasonable efforts to keep the Service available but provides it “as is” and “as available”, with no uptime, availability or response-time guarantee and no service level agreement (SLA) unless separately agreed in writing.

The Service depends on third-party providers (including Meta, Google, Slack, Metricool, Stripe, Anthropic and Railway). SVARA is not responsible or liable for the acts, omissions, availability, changes, suspension or discontinuation of those third-party services, or for any resulting interruption of the Service. SVARA may perform maintenance, and may modify, suspend or discontinue features, from time to time.

To the maximum extent permitted by applicable law, the Service and all Draft Replies and other output are provided “as is” and “as available”, and SVARA disclaims all warranties, whether express, implied or statutory, including any implied warranties of satisfactory quality, merchantability, fitness for a particular purpose, non-infringement, and that the Service will be uninterrupted, secure, error-free or produce accurate results.

Nothing in these Terms limits or excludes liability that cannot be limited or excluded under mandatory Swedish law, including liability for wilful misconduct (uppsåt), gross negligence (grov vårdslöshet) or personal injury. Subject only to the preceding sentence, the following applies.

• (a) Customer responsibility for sent messages. The Service exists to support the Customer's own review and approval of messages, and by default no message is sent to any End-Customer unless and until the Customer reviews and approves it. Where the Customer chooses to enable the optional automated-message feature (Section 3.1), the Customer configures, trains and authorises that automation and is equally responsible for every message sent automatically under its settings, as if it had approved each one individually. In all cases the Customer is solely responsible for the content, accuracy, legality, tone and consequences of any message approved or sent — whether individually or automatically — and SVARA has no liability for it.
• (b) Excluded losses. SVARA is not liable for any indirect, incidental, special, consequential or punitive loss, or for any loss of profit, revenue, anticipated savings, business, contracts, customers, goodwill, reputation or data, or for business interruption, however arising, whether or not foreseeable.
• (c) Liability cap. SVARA's total aggregate liability arising out of or in connection with the Service and these Terms — whether in contract, tort (including negligence), under statute or otherwise — shall not exceed the total fees actually paid by the Customer to SVARA for the Service during the one (1) month immediately preceding the event giving rise to the claim.
• (d) Exclusive remedy. To the maximum extent permitted by law, the Customer's sole and exclusive remedy for any dissatisfaction with, defect in, or failure of the Service is, at SVARA's option, re-performance of the affected Service or a refund of the fees paid for the affected period, up to the cap in (c).
• (e) Notification and time bar. The Customer must notify SVARA in writing of any claim within 30 days of becoming aware of the relevant circumstances, and must commence any legal action within 12 months of the event giving rise to the claim, failing which the claim is waived to the extent permitted by law.
• (f) Allocation of risk. The Customer acknowledges that the fees reflect this allocation of risk and that SVARA would not provide the Service on these Terms without these limitations, which the parties consider reasonable given the nature and price of the Service.

The Customer shall defend, indemnify and hold harmless SVARA against all claims, demands, proceedings, losses, damages, fines, penalties, costs and expenses (including reasonable legal fees) arising out of or in connection with: (a) the Customer Data, Brand Knowledge or Connected-Account content; (b) any message the Customer approves or sends; (c) the Customer’s breach of these Terms or of applicable law (including data-protection, marketing and consumer law); or (d) any actual or alleged infringement of third-party rights by the Customer’s use of the Service.

Each party will comply with applicable data-protection law. SVARA processes personal data as a controller in respect of the Customer’s account and billing data (as described in the Privacy Policy), and as a processor in respect of End-Customer message content (as governed by the DPA, which is incorporated into these Terms by reference). If there is a conflict between these Terms and the DPA regarding the processing of End-Customer personal data, the DPA prevails.

SVARA may update these Terms from time to time. SVARA will give at least 30 days’ notice of material changes (for example by email or in-app notice). Continued use of the Service after the changes take effect constitutes acceptance. If the Customer does not accept a material change, its sole remedy is to terminate under Section 10 before the change takes effect.

Neither party is liable for any delay or failure to perform (other than payment obligations) caused by events beyond its reasonable control, including acts of God, war, terrorism, civil unrest, epidemic, strike, failure of utilities or telecommunications, third-party service outages, cyber-attacks, or government action.

The Customer may not assign or transfer these Terms without SVARA’s prior written consent. SVARA may assign or transfer these Terms, in whole or in part, to an affiliate or in connection with a merger, reorganisation, or sale of assets, including the future transfer of the business from the enskild firma to an aktiebolag (AB).

Notices to SVARA must be sent through our contact page. Notices to the Customer may be sent to the email address associated with its account. Notices are deemed received on the next business day after sending.

These Terms (together with the Order, the Privacy Policy and the DPA) constitute the entire agreement between the parties regarding the Service and supersede all prior arrangements. If any provision is held invalid or unenforceable, it will be modified to the minimum extent necessary, and the remaining provisions remain in force. Failure to enforce a provision is not a waiver. There are no third-party beneficiaries.

These Terms are governed by the substantive laws of Sweden, excluding its conflict-of-law rules and the United Nations Convention on Contracts for the International Sale of Goods (CISG). Any dispute arising out of or in connection with these Terms shall be finally settled by the Swedish courts, with Stockholm District Court (Stockholms tingsrätt) as the court of first instance.