PolyphonOS Terms and Conditions

Version dated 5 October 2026.

1. Parties and scope

These Terms govern the business use of the PolyphonOS service provided by Polyphonos OÜ, registration number 17497507, Narva mnt 5, Kesklinna linnaosa, Tallinn, Harju maakond 10117, Estonia (“PolyphonOS”, “we”). The customer is the legal entity identified in an accepted order (“Customer”). “Customer Data” means information or material submitted, connected, generated, or derived through the Customer's tenant, whether or not it is personal data. The service is offered to organizations for professional purposes. An individual who accepts an order for a Customer represents that they can bind that Customer.

An order is a written proposal accepted by both parties, including an electronically accepted order that identifies these Terms. Website descriptions alone do not create a subscription. The order specifies the selected plan, pilot status if any, term, fees, included digital employees and any additional digital employees, included employee working time or other usage allowance, applicable usage charges, payment terms, enabled providers and regions, and any agreed service commitments. The public pricing page describes current standard offers; the accepted order records the price and scope that bind the parties. A negotiated order prevails over these Terms for the specific matter it addresses. The Data Processing Agreement governs Customer Personal Data and prevails over these Terms in case of a data protection conflict.

2. Service and pilot delivery

PolyphonOS supplies a tenant application, configured digital employees and workflows, and the integrations expressly enabled for the Customer. A pilot may have a narrower scope, a limited duration, and preferential commercial terms stated in its order. A pilot does not silently become a paid standard plan; continuation requires the Customer's acceptance of a further order. An existing pilot's agreed price and scope continue for its agreed term unless both parties accept a replacement order. Features described as planned, experimental, or in development are supplied only when expressly included in an order and available in the Customer's tenant.

We may use third-party infrastructure, AI model providers, and connected services to deliver an enabled function. The available models, integrations, and capabilities can change. We will not make a material reduction to an ordered core function without reasonable notice and a practical alternative or a right to end the affected service with a proportionate refund of prepaid, unused fees. A stated service level, response time, support window, or data residency commitment applies only if expressly agreed in the order.

During a pilot, SMS notifications and phone calls are available only where the Customer expressly orders and authorizes the relevant channel. The pilot order must identify the channel provider, the permitted uses and data, and the applicable regional and transfer terms. Phone numbers, message content, call audio, and related records may be personal data. We do not promise EU-only handling for an enabled SMS or voice channel; the current Twilio route may process communication data in the United States. The Customer's channel authorization does not replace any notice, lawful basis, consent where required, or international-transfer safeguard owed to the affected person. We will not activate a route that lacks the required processing schedule and safeguards. A later standard order must separately authorize the channel and its regional scope.

3. Accounts, authority, and permitted use

The Customer controls which people receive tenant access and their permissions, and is responsible for its users' activity, credential management, lawful instructions, and the accuracy of information supplied to the service. The Customer must promptly report suspected unauthorized access. PolyphonOS will apply role-based access and tenant separation within the service.

The Customer must have the rights and lawful basis needed to submit data, connect accounts, instruct communications, and authorize actions on third-party systems. It must provide notices and obtain consents when required. The Customer must not use the service to breach law or third-party rights, send unlawful or unsolicited communications, probe or compromise security, evade plan or provider controls, or transmit malware. Special-category, criminal-offence, biometric-identification, or similarly sensitive data may be processed through an AI provider only where the order and applicable data processing terms expressly authorize that category and route. Where the required contractual and technical controls are absent, the Customer must not submit such data to that function and PolyphonOS must not route it there.

4. Digital employees, AI outputs, and external actions

Digital employees can generate drafts, recommendations, classifications, code, and other outputs. Their results may be incomplete, inaccurate, or unsuitable for a particular purpose. The Customer remains responsible for decisions it takes, for reviewing material output before reliance, and for maintaining qualified human supervision where the task affects rights, finances, security, regulated activities, or external parties. PolyphonOS does not provide legal, medical, financial, or other licensed professional advice unless a separate agreement expressly says otherwise.

The Customer configures and authorizes the integrations and permissions needed for external actions. Where a workflow requires approval, PolyphonOS will request it before the action; approval and audit controls are those described in the service configuration and order. The Customer remains responsible for the legality and content of messages, publications, transactions, and changes it authorizes. We may refuse or pause an action that would breach applicable law, a provider's binding terms, the Customer's policy, or a security control, and will explain the operational consequence where lawful and practical.

5. Fees and usage

The employee level sets the highest AI work level available for a task: Junior up to Light, Middle up to Standard, Senior up to Advanced, and Lead up to Frontier. A simpler task may use a lower work level. For a fixed plan, the actual work level determines how much of the included allowance is used: Light uses 0.5, Standard 1, Advanced 1.5, and Frontier 4 standard working hours per active hour. These allowance weights do not determine the hourly price. For chargeable work, the actual work level selects the price from the published hourly table for the selected plan. Assigning a higher-level employee does not by itself increase the rate for simpler work.

The order states the recurring fee and whether use is covered by an included allowance or charged by measured use. The current standard plans, hosting fees, included digital employees, and included working hours are displayed on the pricing page; an accepted order fixes the applicable values for the agreed term. One standard working hour is 60 minutes of active work by one digital employee at the Standard level. An hour of active work uses the allowance according to the AI work level: Light 30 minutes, Standard one hour, Advanced 1.5 hours, and Frontier four hours. When several employees work at the same time, each employee's weighted active time is added. Queued time, waiting for the Customer or an external system, and duplicate work caused by us are excluded. Work already started may finish after the included allowance is used. The Customer may opt in, in the accepted order, to automatic continuation after the allowance. The highest public rates for this optional extra work, at the Frontier work level, are €10 for Unison, €9 for Ensemble, and €8 for Symphony per active hour, net of VAT. Lower work levels use the lower rates in the published hourly table. At full use, a fixed plan's included allowance costs less per active hour than optional extra work at the Light and Standard levels. The accepted order must state the selected rate, scope, and billing start; the Customer may disable the opt-in for future work under the order's procedure. Included working hours are part of the fixed monthly price and are not repriced at these extra-work rates. Without an accepted opt-in or other advance agreement, no extra hourly charge applies and we may pause further chargeable work after the current task completes, with reasonable notice. Existing pilot conditions remain in force and are not changed or charged retroactively; their automatic overage is off unless a new order expressly enables it.

Each plan includes a number of digital employees, for both fixed and usage-based billing: 10 for Unison, 20 for Ensemble, and 40 for Symphony. Each digital employee works on one task at a time; conversations and short answers are not limited by this rule. For more work at the same time, the Customer may add digital employees beyond the included number at any time, at €14.50 for Unison, €12 for Ensemble, or €9.50 for Symphony per additional digital employee per month, net of VAT, or move to a higher plan. The accepted order, or a later written confirmation by the Customer, states the number of additional digital employees and the start of their fee. Reaching the included number does not stop work already assigned or in progress. An Echo, the personal digital assistant of one individual user, does not count toward the included number.

For a usage-based plan, the highest public rates, at the Frontier work level, are €11 for Unison, €10 for Ensemble, and €9 for Symphony per active hour, in addition to the monthly hosting fee and net of VAT. Lower work levels use the lower rates in the published hourly table. The accepted order states the applicable rate, measurement method, and billing start before chargeable work begins. The invoice will show the recorded use, applied rate, and amount due. We correct billing errors and do not apply a rate retroactively to work performed before the Customer accepted it. A changed rate requires a new accepted order or the agreed renewal process.

Work outside the digital employee schedule agreed in the accepted order is optional and requires the Customer's advance agreement. The current public premium is 25% for weekday work after the agreed schedule and 50% for weekend or public-holiday work in the location stated in the order. On a fixed plan, an included weighted working hour still uses the allowance; only the premium, calculated from that plan's additional-hour rate, is charged. On a usage-based plan or for fixed-plan work after the allowance, the premium applies to the applicable hourly rate. The order must state the schedule, location, authorized premium, and start of any chargeable out-of-hours work. Existing pilot terms remain unchanged until a replacement order is accepted.

All public and quoted prices are net of VAT and other applicable taxes. We add VAT where required by the place-of-supply and customer-status rules. For an eligible cross-border EU business service, reverse charge applies only after the Customer's business and VAT status and the relevant place of supply have been validated; a domestic Estonian or other transaction may be taxed differently. We will provide a usable record of measured use supporting a usage invoice and a way to raise a billing dispute in good faith. No chargeable unit or overage rate outside the accepted order applies.

Fees already accrued for service delivered remain payable on termination. We will give advance notice of a price change affecting a renewal period; a change does not apply retroactively to an accepted order. We may suspend access for a materially overdue undisputed invoice only after written notice and a reasonable opportunity to cure, except where immediate suspension is needed for security or law.

6. Customer content and intellectual property

The Customer retains its rights in data and materials it submits. It grants PolyphonOS and its authorized processors the limited rights needed to host, transmit, transform, and otherwise process those materials to provide the ordered service and comply with law. As between the parties, the Customer may use service outputs for its business, subject to third-party rights and any applicable model or integration terms. AI output may not be unique or protectable by copyright. PolyphonOS retains its platform, software, methods, and pre-existing materials. Feedback may be used to improve the service only in a form that does not disclose Customer confidential information or use Customer Personal Data contrary to the Data Processing Agreement.

During a pilot, we may use developer subscription tools outside the EU for general, reusable Talent development only after an independent pre-transfer review verifies that the exact material contains no Customer Data, Customer confidential information, personal data, or information that could identify a person when combined with other reasonably available data. Customer tasks, tenant artifacts, logs, credentials, and customer-derived examples are not eligible for this route. If that classification cannot be established, we must use an authorized EU processing route or pause the work. This permission does not authorize model training or a transfer of Customer Personal Data.

7. Confidentiality and data protection

Each party must use the other's non-public information only for the agreement, protect it with reasonable care, and disclose it only to personnel and advisers who need it and are subject to confidentiality duties. These duties do not cover information that becomes public without breach, was lawfully known beforehand, is independently developed, or is lawfully received without restriction. Legally compelled disclosure is permitted after notice where lawful.

For Customer Personal Data, the parties' roles, instructions, subprocessors, transfers, assistance, security, and deletion are governed by the separate Data Processing Agreement. The public Privacy Notice explains how PolyphonOS handles its own website, inquiry, account, and business-operation data. For Customer Personal Data, the Customer acts as controller or as a processor for its own controller, as specified in the accepted order. If the Customer is a processor, it must have that controller's authorization to appoint PolyphonOS as its subprocessor, pass on lawful documented instructions, and enable each processing route. The Customer remains responsible for the instructions and permissions it gives PolyphonOS within that role.

8. Availability, maintenance, and support

We will use reasonable care and skill in delivering the ordered service and maintain appropriate security measures. Planned maintenance and incidents can interrupt access. We will communicate material incidents through the agreed support channel. The service depends on networks and third-party providers outside our direct control. Except for an express service level in an order, no uninterrupted availability or error-free output is promised. Nothing in this section removes a remedy that mandatory law provides.

9. Term, suspension, and termination

The order identifies the start of the first billing period. A free seven-day trial starts only when we confirm its activation with the Customer. No payment is due for the trial, and it does not automatically convert into a paid plan. A paid plan begins only after the Customer accepts a separate order stating its price, scope, and billing start. Onboarding is free when the Customer purchases its first full monthly period. Each standard fixed-price or usage-based plan runs for one full monthly billing period and renews for successive monthly periods. The Customer may cancel at any time, effective at the end of the current monthly billing period. The service continues and the recurring fee for that full period remains payable; no further monthly period begins after cancellation takes effect. A pilot has the duration stated in its order and does not renew or convert to a standard plan without a further accepted order. Either party may terminate for a material breach that remains uncured after 30 days' written notice, or immediately if the breach cannot reasonably be cured. We may suspend the affected function immediately when necessary to prevent an active security incident, unlawful processing, or harm to other tenants; we will limit the suspension to what is necessary and notify the Customer as soon as lawful and practical. The Customer may terminate the affected service if such suspension continues unreasonably after the immediate risk has ended.

After expiry or termination, we will make Customer data available for export and then delete or return it under the Data Processing Agreement, subject to legal retention and the agreed export window. We may retain minimized billing, security, and audit records where legally required or necessary for a legitimate claim. Termination does not affect accrued payment, confidentiality, data protection, or liability obligations that by their nature continue.

10. Liability

Neither party excludes liability that cannot lawfully be excluded, including liability for intentional misconduct, gross negligence, injury to life, body or health, or mandatory data protection rights. Each party remains responsible for its own breach of confidentiality and data protection duties. For other claims arising from the agreement, each party's aggregate liability is limited to the fees paid or payable for the affected service during the 12 months before the event giving rise to the claim. Neither party is liable for indirect or consequential loss, including lost profit, except to the extent that exclusion is prohibited by law. The parties must take reasonable steps to limit avoidable loss.

11. Changes and disputes

We may update these Terms for future orders. For an existing order, a material change requires at least 30 days' notice and takes effect only at renewal or by written agreement, except where a change is required by law or is needed to address an immediate security risk. The version accepted with the order remains available on request.

Estonian law governs the agreement, excluding conflict-of-law rules. Courts in Tallinn have jurisdiction over disputes between business parties, subject to any mandatory rule that requires another forum. The parties will first try in good faith to resolve a dispute through their named business contacts. Invalidity of one clause does not invalidate the rest. Neither party may assign the agreement without the other's consent, which will not be unreasonably withheld, except to a successor to substantially all of the relevant business that assumes these obligations.

Contact for contractual notices: [email protected].