Terms of Service

These Terms of Service ("Terms") are a binding agreement between you and Customer Success Point SRL ("we", "us", "our"), the operator of Integrava ("Integrava", "the service", "the platform").

Registered office: Romania, Bucharest, Drum Gura Putnei 133 Et. POD Ap. 19 Cod 032603. Unique registration code: 45173010.

If you use Integrava on behalf of an organization, you represent that you have authority to bind that organization. "You" and "your" refer to that organization and its authorized users.

Creating an account requires you to accept these Terms and our Privacy Policy. Paid checkout also requires the acknowledgment described in section 4.

Questions: contact@integrava.ai

Integrava is a cloud software platform for AI-assisted customer support. Features may include knowledge management, an AI playground and embed assistants, email and conversation handling, analytics, workflows, quality review, app-review sync, and integrations you connect. Paid access is a Starter, Growth, or Scale platform plan plus usage meters, as shown on Billing. Older workspaces may still have legacy Operations, Command, or QA module subscriptions; those modules are not sold to new customers.

We may update features, interfaces, and documentation from time to time. We do not guarantee that any particular integration, model provider, or third-party system will remain available indefinitely.

• You must provide accurate registration information and keep account credentials secure.
• Workspace owners control billing, team membership, and entitlements. You are responsible for actions taken under your workspace accounts and API keys.
• You must promptly revoke access for users who should no longer use the service and rotate compromised API keys or integration credentials.
• You may not share accounts in a way that circumvents role-based access, license limits, or demo restrictions.

Paid plans are billed through Stripe. List prices are in EUR. Stripe Adaptive Pricing may present and charge an equivalent amount in your local currency. Prices shown at checkout apply to your subscription. Yearly prepay applies the same percentage discount to the platform fee and to usage overage rates; included usage bands stay the same, and usage is still metered each month.

• Demo — new workspaces receive a 14-day demo. No subscription fee is charged during the demo. If you save a card and schedule continuation, you authorize us to charge the plan you selected (Growth unless you choose another tier) when the demo ends. When the demo ends, continued use requires an active subscription unless we grant an extension or exemption in writing.
• Platform fee — production use after the demo requires an active Starter, Growth, or Scale plan.
• Usage meters — billed in addition to the platform fee: billable conversations at €0.20 each from the first conversation (no included conversation band); AI deflections, workflow runs, AI QA reviews, and app reviews with a tier included band and then overage. Current list overage rates are €0.55 per deflection on Starter and Growth and €0.40 on Scale, €0.30 per workflow run, €0.25 per AI QA review, and €0.15 / €0.12 / €0.10 per app review on Starter / Growth / Scale. Subscribed Starter allows deflection overage and hard-caps workflow runs and AI QA reviews at the included band. Growth and Scale allow metered overage on those meters. Playground messages are capped and are not a billed meter. The amounts and bands shown on Billing at the time of use control if they differ from this summary.
• Team seats — 10 seats (members and pending invites) are included. Seat 11 and above require a valid card on file. There is no per-seat fee. Adding a card only to raise the seat limit does not start a subscription.
• Renewals and cancellation — subscriptions renew for the interval you select until you cancel at period end in Billing. You keep access until the period ends. Usage already metered in that open period is still invoiced. The Stripe customer portal is for updating your card and viewing invoices. Plan switching in the portal is turned off. Tier changes you schedule take effect at period end and are not prorated. An immediate change requested through support may create a Stripe proration credit or charge. Fees are non-refundable except as stated in our Refund Policy or where required by law.
• Immediate access — before paid checkout or before you schedule a charge at the end of the demo, you confirm that you want the paid service to start immediately (or at the scheduled demo-end charge) and, where a statutory withdrawal right would otherwise apply, that you lose that right once performance begins.
• Past due — if a renewal charge fails, the subscription can move to past due and access can be suspended until payment succeeds.
• Taxes — prices may exclude applicable taxes, which Stripe or we may add where required.
• Demo abuse — we may suspend workspaces that attempt to evade demo or subscription limits (for example duplicate demos using the same organization, payment method, or other abuse signals described in our systems).

Integrava connects to AI model providers using API keys you supply in workspace settings. Supported providers are OpenAI, Anthropic, Google, and xAI, plus an optional OpenAI-compatible base URL you configure. Prompts, retrieved knowledge, and embeddings are sent to the provider your workspace selects. We do not resell model tokens and we do not pay those providers for your workspace traffic. You are responsible for provider accounts, usage charges, rate limits, and compliance with those providers' terms. We do not control third-party model availability, pricing, or output quality.

If you add a Tavily API key, internet-search queries (which can include customer message text) are sent to Tavily under your key. Token estimates may be tracked in the platform for capacity and product limits. Integrava usage meters charge for conversations and product outcomes, not for model tokens.

You retain ownership of content and data you upload or generate in your workspace (including knowledge documents, conversations, tickets, and configuration). You grant us a limited license to host, process, transmit, and display that data solely to provide and improve the service, secure the platform, and comply with law.

You are responsible for ensuring you have the rights and notices required to collect, upload, and process personal data of your end users and employees through Integrava. Our Privacy Policy describes how we handle personal data. Where you act as a controller of end-customer data, you are the controller and we act as a processor on your instructions under our Data Processing Addendum, which forms part of these Terms.

You acknowledge that we may access, preserve, and disclose workspace data if required by law or valid legal process, as described in our Privacy Policy (including section 7, Law enforcement and legal requests). You are responsible for your own legal obligations to your end users when law enforcement or regulators contact you directly.

You agree not to:

• Use the service for unlawful, fraudulent, harassing, or harmful purposes
• Upload malware, attempt unauthorized access, or probe or scan systems without permission
• Reverse engineer or resell the service except as expressly permitted
• Overload or disrupt the platform (including circumventing rate limits or fair-use controls)
• Use the service to generate or distribute content that violates applicable law or third-party rights
• Misrepresent AI-generated replies as human when doing so would violate law or your own policies

We may suspend or terminate access for violations, security risk, non-payment, or prolonged inactivity, with notice where reasonable.

AI-generated responses may be inaccurate, incomplete, or outdated. You must review outputs before relying on them for legal, medical, financial, safety-critical, or similarly high-risk decisions. Integrava provides tools to ground responses in your knowledge base, but you remain responsible for customer communications and business decisions made using the platform.

We and our licensors own the Integrava software, branding, documentation, and underlying technology. These Terms do not transfer ownership of our intellectual property to you. Feedback you provide may be used to improve the service without obligation to you.

The platform integrates with third-party services (for example Stripe, Amazon Web Services, email delivery, Notion, Zendesk, Google, Microsoft, Shopify, Slack, and AI or search providers you configure). Your use of those services is subject to their terms. A current list is on our Subprocessors page. We are not responsible for third-party outages, policy changes, or data handling outside our control.

We strive for reliable operation but do not guarantee uninterrupted or error-free service. Maintenance, provider outages, and force majeure events may cause downtime. Support is provided through channels we make available (for example email at contact@integrava.ai) according to your plan and our current support practices.

You may stop using the service by canceling subscriptions and, where available, scheduling workspace deletion from Settings → Danger zone. We may terminate or suspend the service or your access for material breach, non-payment, legal requirement, or extended inactivity. A legal requirement may require us to preserve data or suspend access without prior notice to you where the order prohibits notification. Upon termination, your right to access the service ends; we may delete or retain data as described in our Privacy Policy and applicable law.

To the maximum extent permitted by law, the service is provided as is and as available without warranties of merchantability, fitness for a particular purpose, or non-infringement.

To the maximum extent permitted by law, we are not liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, data, or goodwill. Our aggregate liability arising from these Terms or the service is limited to the fees you paid us for the service in the twelve (12) months before the event giving rise to the claim, except where liability cannot be limited under applicable law.

You will defend and indemnify us against claims arising from your content, your use of the service, your violation of these Terms, or your violation of third-party rights, except to the extent caused by our gross negligence or willful misconduct.

These Terms are governed by the laws of Romania, without regard to conflict-of-law rules. Courts in Romania have non-exclusive jurisdiction, unless mandatory consumer protection laws in your country require otherwise.

Before formal proceedings, parties agree to attempt good-faith resolution by contacting contact@integrava.ai.

We may update these Terms. Material changes will be posted on this page with an updated date. Continued use after changes take effect constitutes acceptance where permitted by law. If you do not agree, you must stop using the service and cancel active subscriptions.

Customer Success Point SRL — Romania, Bucharest, Drum Gura Putnei 133 Et. POD Ap. 19 Cod 032603. Unique registration code: 45173010.

Integrava — contact@integrava.ai

Law enforcement and legal-process requests: contact@integrava.ai (subject: Legal request).

Privacy Policy · Refund Policy · Data Processing Addendum · Subprocessors · Documentation