Terms and Conditions

Last updated: 17 June 2026

These Terms and Conditions ("Terms") govern your access to and use of the Triagely service at https://www.triagely.net (the "Service"), operated by Nair Development Hub SRL ("Triagely", "we", "us", or "our").

By creating an account, starting a trial, subscribing, or otherwise using the Service, you agree to these Terms. If you do not agree, do not use the Service.

1. Who we are

• Company: Nair Development Hub SRL
• Registered address: Str. Tineretului 63, Chiajna, Ilfov County, Romania
• Company registration number / CUI: 48366031
• Contact: contact@triagely.net

2. The Service

Triagely is a tool that collects product feedback (such as bug reports, feature requests, and support emails) from your own users through three channels — a REST API, an embeddable widget, and inbound email forwarding — and uses AI to split, deduplicate, group, summarise, and rank that feedback into organised tickets.

We may add, change, or remove features over time to improve the Service.

3. Eligibility and accounts

• The Service is intended for businesses and professional developers. You must be at least 16 years old and able to enter into a binding contract.
• You are responsible for the accuracy of your account information and for keeping your login credentials and API keys secure.
• You are responsible for all activity that occurs under your account.

4. Plans, trials, and billing

• Plans. We currently offer Starter and Pro subscription plans, with prices shown on our website in EUR. A limited free onboarding tier may also be available.
• Free trial. New customers may start a 7-day free trial, which requires a payment method up front and automatically converts to a paid subscription at the end of the trial unless cancelled beforehand. The trial is a one-time benefit for first-time customers and is not available again on re-subscribe. During the trial, a project may accept a limited number of feedback submissions as an anti-abuse measure.
• Billing. Subscriptions are billed in advance on a recurring basis through our payment provider, Stripe. Card details are entered and handled by Stripe; we never receive or store your card number.
• Renewals. Your subscription renews automatically each billing period until cancelled. If a renewal payment fails, we may apply a short grace period and retry the payment; if it remains unpaid, the subscription may be cancelled.
• Price changes. We may change our prices. We will give you reasonable advance notice of any price change affecting your subscription, and changes will apply from your next billing period.
• Corrections. We may correct any errors, inaccuracies, or omissions in pricing, plan descriptions, or other Service information at any time and without prior notice, including after an order has been submitted where it was affected by an obvious error.

5. Cancellation, downgrades, and refunds

• Cancellation. You can cancel your subscription at any time through the Stripe Customer Portal. Your access continues until the end of the current paid period, and you will not be charged again after that.
• Downgrades. To downgrade your plan, email contact@triagely.net. Upgrades can be made in-app.
• Refunds. Refunds are handled case by case at our discretion and are not self-serve — to request one, email contact@triagely.net. Because the Service incurs real processing costs as you use it (including AI usage), we may decline a refund where significant usage has already been incurred. Nothing in this section limits any mandatory refund or withdrawal rights you may have as a consumer under applicable law (see Section 14).

6. Fair use and acceptable use

The Service is offered for normal, good-faith business use. Even where a plan is described as offering "unlimited" feedback, we operate the Service on a fair-use basis and may take reasonable action (including throttling, suspending, or limiting an account) in cases of abnormal, excessive, or abusive usage that threatens the stability, security, or cost-sustainability of the Service.

You agree not to:

• use the Service for any unlawful purpose or to store or transmit unlawful content;
• attempt to gain unauthorised access to the Service or its underlying systems;
• interfere with or disrupt the Service, or bypass rate limits, quotas, or security measures;
• resell or provide the Service to third parties except as permitted by your plan; or
• use the Service to send spam or to harass others.

If we suspend or terminate your account for fraud, abuse, or another serious breach of this Section 6, you may forfeit fees already paid, and we are not required to refund the remaining portion of your subscription period — because the Service, including its AI processing costs, may already have been consumed. This does not affect any mandatory consumer rights you may have under applicable law.

7. Your data and your responsibilities

This is important, because of how the Service works.

7.1 You control the feedback you send us

The feedback content you collect from your own users and send into Triagely is your data. For that content, you are the data controller and we act as your data processor, processing it only to provide the Service. Our Data Processing Agreement (DPA), available at https://www.triagely.net/dpa, is incorporated into these Terms by reference and governs that relationship. By using the Service to process personal data, you agree to the DPA.

7.2 You are responsible for lawful collection

You are solely responsible for:

• having a valid legal basis to collect your users' data and to send it to us;
• providing your users with appropriate privacy notices and obtaining any required consents;
• not submitting, and configuring your integration so as not to collect, special-category (sensitive) personal data (such as health, biometric, or similar data); and
• complying with all laws applicable to your collection and use of that data.

7.3 You indemnify us

You agree to indemnify and hold us harmless from any claims, losses, or liabilities arising from the data you send into the Service or from your breach of this Section 7, to the extent permitted by law.

8. How we handle your content — our commitments

We make the following commitments regarding the feedback content you send us:

1. We do not routinely read it. Our staff will not access, read, or browse your feedback content in the ordinary course of business.
2. We do not sell it. We never sell your data or your end-users' data.
3. We do not train AI on it. We do not use your content to train AI models, and we select AI providers on the same basis (subject to the limits described in our Privacy Policy regarding third-party providers' own policies).
4. Access only with your agreement. We will access specific content only at your request or with your agreement — for example, to investigate or debug an issue you raise.
5. Limited exceptions. We may also access, retain, or disclose content where legally required, or where strictly necessary to secure the Service or prevent abuse or fraud.

Our full data-handling practices are described in our Privacy Policy.

9. Intellectual property

• Our IP. The Service, including its software, design, and content (excluding your data), is owned by Nair Development Hub SRL and protected by intellectual-property laws. We grant you a limited, non-exclusive, non-transferable right to use the Service in accordance with these Terms during your subscription.
• Your data. You retain all rights in the feedback content and other data you provide. You grant us a limited licence to host, process, and display that data solely to provide the Service to you.

10. Third-party services

The Service relies on third-party providers (for example, for hosting, payments, email, and AI processing). These are listed in our Privacy Policy. Your use of the Service may also be subject to those providers' terms. We are not responsible for the acts or omissions of third-party providers beyond our reasonable control.

11. Availability and "as is"

We work to keep the Service available and reliable, but we do not guarantee uninterrupted or error-free operation. The Service may be temporarily unavailable for maintenance, updates, or reasons outside our control. To the extent permitted by law, the Service is provided "as is" and "as available", without warranties of any kind except those that cannot be excluded under applicable law.

Data integrity and backups. We take reasonable technical and organisational measures to store, preserve, and back up the feedback and other data you entrust to us, and we work hard to prevent loss or corruption. However, no system is completely immune to failure, and we cannot guarantee that data will never be lost, corrupted, or become temporarily unavailable. To the extent permitted by law, we are not liable for any loss of or damage to your data. You may request a copy of the data we hold about you at any time, as described in our Privacy Policy.

Corrections. The Service and our website may occasionally contain typographical errors, inaccuracies, or omissions — including in descriptions, pricing, plan limits, and availability. We may correct any such errors and update the relevant information at any time without prior notice, and we reserve the right to cancel or decline an order that was based on an obvious pricing or description error.

12. Limitation of liability

To the maximum extent permitted by law:

• We are not liable for indirect, incidental, special, or consequential losses, or for loss of profits, revenue, data, or goodwill.
• Our total aggregate liability to you for any claim arising out of or relating to the Service is limited to the amounts you paid us for the Service in the 12 months preceding the event giving rise to the claim.

Nothing in these Terms limits or excludes liability that cannot be limited or excluded under applicable law — including liability for death or personal injury caused by negligence, for fraud, or any mandatory consumer rights.

13. Suspension and termination

• By you. You may stop using the Service and cancel at any time (Section 5).
• By us. We may suspend or terminate your access if you materially breach these Terms (including Sections 6 and 7), if required by law, or to protect the Service or other users. Where reasonable, we will give you notice and an opportunity to fix the issue.
• Effect of termination. On termination, your right to use the Service ends. We will handle your data as described in our Privacy Policy, including deletion of your data.
• Survival. Any provisions that by their nature should continue after termination will survive — including your responsibilities and indemnity (Section 7), our intellectual-property rights (Section 9), the disclaimer of warranties and data-integrity terms (Section 11), the limitation of liability (Section 12), and governing law (Section 16).

14. Consumer rights

If you use the Service as a consumer (rather than as a business), you keep all mandatory rights granted to you under Romanian and EU consumer-protection law, and nothing in these Terms removes or reduces those rights. Note, however, that the Service is intended for business use.

If you have a complaint, please contact us first at contact@triagely.net so we can try to resolve it. As an EU consumer, you may also contact the Romanian consumer-protection authority (Autoritatea Națională pentru Protecția Consumatorilor – ANPC, https://anpc.ro) or use an available alternative dispute resolution body. (The EU's online dispute resolution platform was discontinued in July 2025 and is no longer available.)

15. Changes to these Terms

We may update these Terms from time to time. When we make material changes, we will update the "Last updated" date above and, where appropriate, notify you. Your continued use of the Service after the changes take effect means you accept the updated Terms.

16. Governing law and jurisdiction

These Terms are governed by the laws of Romania, and the courts of Romania have jurisdiction over any dispute, without prejudice to any mandatory consumer-protection rights you may have in your country of residence within the EU.

17. Contact

For any question about these Terms, contact us at contact@triagely.net.