These Terms of Service (“Terms”) govern your access to and use of Nura24 (the “Service”), operated by Host Server SRL, CUI 22965525, VAT ID RO46725988, with registered office in Iași, Romania (“Nura24”, “we”, “us”). By creating an account or using the Service, you agree to these Terms.
1. The Service
Nura24 is a multi-tenant help-desk platform offering live chat, knowledge base, contact pages, support tickets and optional AI assistance features. Each workspace (tenant) runs on its own subdomain (e.g. yourname.nura24.com).
2. Accounts & Eligibility
- You must be at least 18 years old to register and use Nura24.
- You are responsible for keeping your credentials secret and for all activity under your account.
- You must provide accurate, current information when signing up and keep it up to date.
- One workspace = one organization. You may invite unlimited teammates to your workspace.
3. Plans & Payment
- Free plan: unlimited users, projects, tickets, chats and knowledge base articles, with the limits described on our Pricing page. There is no trial because Free is permanent.
- Pro plan: paid monthly via Stripe. Subscriptions renew automatically until cancelled.
- Prices are shown on the Pricing page and may be updated with at least 30 days’ notice for existing subscribers.
- You authorize us (through Stripe) to charge your payment method for each billing cycle.
- Taxes (VAT/GST where applicable) may be added at checkout.
4. Refunds & Cancellation
- You can cancel your Pro subscription at any time from the billing screen. Cancellation stops the next renewal; the current paid period remains active until its end date.
- We do not offer pro-rated refunds for partially used billing periods, except where required by law.
- If you delete your workspace, your data is kept for 30 days in case you change your mind, then permanently deleted.
- On downgrade from Pro to Free, any data above Free-plan limits (for example AI Knowledge documents beyond the Free quota) becomes read-only and may be removed after 30 days unless you upgrade again.
5. Acceptable Use
You agree not to:
- Use the Service to send spam, phishing, malware, or any unlawful, infringing or harmful content;
- Attempt to gain unauthorized access to other workspaces or to our systems;
- Resell, sublicense, or white-label the Service without our written consent;
- Use the Service to process special categories of personal data (health, financial account numbers, government IDs, biometric data) without a separate data-processing agreement with us;
- Reverse engineer, scrape, or interfere with the Service or its underlying APIs except as permitted by law.
We may suspend or terminate accounts that violate this section.
6. Your Content
You retain all rights to the content you and your end-users upload (messages, articles, AI Knowledge documents, files). You grant Nura24 a worldwide, non-exclusive licence to host, copy, transmit and display that content solely to provide and improve the Service for you.
7. AI Features
- AI features (pre-agent chatbot, reply suggestions, summaries, translations, AI Knowledge) are powered by Anthropic Claude. When you use them, the relevant prompt context is sent to Anthropic’s API to generate a response.
- AI output is generated automatically and may contain errors. You are responsible for reviewing AI-generated replies before they are sent to end-users where applicable.
- You are responsible for ensuring you have the right to upload any documents you add to AI Knowledge.
8. Availability
We aim for high availability but do not guarantee uninterrupted service. We may perform maintenance, push updates, or change features. We will give reasonable notice for material changes that disable functionality you rely on.
9. Suspension & Termination
We may suspend or terminate your access if you breach these Terms, fail to pay, or use the Service in a way that endangers our infrastructure or other users. You can terminate at any time by deleting your workspace.
10. Disclaimers
The Service is provided “as is” and “as available”. To the maximum extent permitted by law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement.
11. Limitation of Liability
To the maximum extent permitted by law, Nura24’s aggregate liability for any claim arising out of or relating to the Service is limited to the amount you paid us in the 12 months preceding the event giving rise to the claim. We will not be liable for indirect, incidental, consequential, special or punitive damages, or for lost profits, revenue or data.
12. Indemnification
You agree to indemnify and hold Nura24 harmless from claims arising out of your content, your use of the Service in breach of these Terms, or your violation of any law or third-party rights.
13. Changes to the Terms
We may update these Terms from time to time. Material changes will be announced via email or in-app notice at least 30 days before they take effect. Continued use after the effective date constitutes acceptance.
14. Governing Law & Jurisdiction
These Terms are governed by the laws of Romania. Any dispute will be submitted to the exclusive jurisdiction of the competent courts in Iași, Romania, without prejudice to any mandatory consumer-protection rights you may have in your country of residence.
15. Contact
Questions about these Terms? Email us at office@nura24.com.
Host Server SRL · CUI 22965525 · VAT ID RO46725988 · Iași, Romania.