Terms of service
Last Updated: June 6, 2024
Definitions
Customer means any natural person or legal entity (company, organization, or individual acting as a representative) that has entered into an agreement with Conveo for the use of the Service, whether by signing an Order Form, accepting these Terms online, or paying for the Service.
User means any individual who accesses or uses the Service, including employees, contractors, or agents of a Customer. Users derive their right to access the Service from a Customer’s agreement with Conveo (whether executed in writing or implied through payment or account registration within the platform). Unauthorized users who access the Service without Conveo’s permission remain subject to these Terms for any use they make of the Service.
Visitor means any individual browsing or accessing the website (or any domain governed by this agreement and linked to Conveo) or public areas of the Service, without an account.
You means Visitor, User or Customer as the context requires going forward. All references to “you” or “your” in these Terms apply to the relevant party in each capacity.
Customer Content means any data, video, audio, images, prompts, study materials, questions, responses, transcripts, and other content you or your users submit to the Services.
Results means outputs generated by the Services based on Customer Content.
Conveo Materials means the Services, software, documentation, APIs, usage data, and all improvements and derivatives thereof.
Billing Cycle means the monthly or annual subscription period set out in your Order Form or online plan selection.
0. Introduction
Welcome to Conveo (“Company”, “we”, “our”, “us”)! Please take a moment to review our Terms of Service. By using our website at conveo.ai, you agree to these Terms of Service (“Terms”, “Agreement”).
Our Privacy Policy, available at privacy policy, also governs your use of our Service and explains how we collect, protect, and use your information. If you do not agree with any part of the Agreement, please contact us at [email protected] so we can address your concerns. These Terms apply to all visitors, users, and anyone who accesses or uses the Service.
Thank you for using Conveo responsibly.
Business Use & Precedence
If you use the Conveo platform under an account owned by an entity that has signed a Master Services Agreement (“MSA”) and/or an order form (“Order Form”), then the Order Form prevails over the MSA, which prevails over these Terms. If no MSA is in place, these Terms govern your access to and use of the Services.
If a Data Processing Addendum (“DPA”) has been executed between the Customer and Conveo, it governs Conveo’s processing of Personal Data and takes precedence over these Terms in the event of conflict.
2. Communications
By creating an account on our Service, you agree to receive newsletters, marketing, or promotional materials, and other information we may send. You can opt-out of receiving any, or all, of these communications by following the unsubscribe link or by emailing us.
3. Purchases
To purchase any product or service through our Service (“Purchase”), you may need to provide information such as your credit card number, expiration date, billing address, and shipping information.
You confirm that you have the legal right to use any payment method provided, and that the information you provide is accurate and complete.
We may use third-party services to process payments and complete Purchases. By submitting your information, you allow us to share it with these third parties, subject to our Privacy Policy.
We reserve the right to refuse or cancel your order for reasons including product availability, errors in the description or price of the product, or suspected fraud.
4. Subscriptions
Some parts of our Service are billed on a subscription basis (“Subscription(s)”). Billing cycles are either monthly or annual or multi-annual. Subscriptions automatically renew at the end of each Billing Cycle under the same conditions unless you cancel or Conveo cancels. You can cancel your Subscription renewal through your online account management page or by contacting our customer support team at least 90 days in advance of your renewal date for (multi-)annual contracts and 30 days for monthly contracts. A valid payment method is required for Subscription payments. You must provide accurate billing information and authorize Conveo to charge all Subscription fees to your payment method.
If automatic billing fails, we will issue an electronic invoice for manual payment.
5. Fee Changes
Conveo may modify Subscription fees. Any changes will take effect at the end of the current Billing Cycle. We will provide reasonable notice of any fee changes, giving you the opportunity to cancel your Subscription before the changes take effect. Your continued use of the Service after fee changes means you accept the new fees. Fees are exclusive of taxes; Customer is responsible for all applicable taxes, excluding Conveo’s income taxes. Overdue amounts accrue at 1.5% per month or the maximum rate permitted by law. Conveo may suspend for non‑payment after the due date. Invoice disputes must be raised within 10 days of the invoice date; undisputed amounts remain due.
6. Refunds
Except when required by law, all fees are non-refundable.
7. Content & Intellectual Property
Content on our Website is the property of Conveo or used with permission. You may not distribute, modify, transmit, reuse, download, repost, copy, or use the Content for commercial or personal gain without our written permission
Regarding our platform:
Ownership. (a) Customer owns Customer Content and Results; (b) Conveo and its licensors own all rights in the Conveo Materials.
License to Conveo. You grant Conveo a non‑exclusive license to host, copy, process, transmit, display, and create non‑permanent technical copies of Customer Content solely to provide and support the Services and as otherwise permitted in the DPA.
Aggregated/De‑identified Data. Conveo may create and use aggregated and/or de‑identified data derived from Customer’s use of the Services for legitimate business purposes (including improving and securing the Services), provided such data does not identify Customer or any individual.
Model training. Conveo does not use Customer Content or Results to train foundation models or improve models for other customers.
Feedback. If you provide feedback or suggestions, you grant Conveo a royalty‑free, irrevocable license to use them without restriction.
8. Acceptable Use and Prohibited Activities
You may use the Service only in accordance with these Terms, applicable law, and reasonable standards of conduct.
You agree not to, and not to allow others to:
Illegal or Harmful Use
Use the Service in any way that violates applicable laws or regulations (including data-protection, export-control, or anti-corruption laws).
Use the Service to exploit, harm, or attempt to exploit or harm minors or vulnerable individuals.
Use the Service to engage in fraudulent, misleading, or deceptive activities.
Interference and Security Violations
Disable, disrupt, overload, or otherwise impair the Service or its infrastructure.
Attempt to gain unauthorized access to any portion of the Service, Conveo systems, or other user accounts.
Circumvent or attempt to bypass any access controls, rate limits, or usage restrictions applied to the Service.
Introduce or transmit any viruses, worms, malware, or other harmful code.
Use automated systems, bots, spiders, or scraping tools to access the Service except through publicly documented APIs provided by Conveo.
Improper or Infringing Content
Upload, post, transmit, or otherwise make available any content that infringes or misappropriates another party’s intellectual-property rights, privacy rights, or other proprietary rights.
Impersonate Conveo, any Conveo employee, or any other person or entity.
Send or facilitate unsolicited advertising, promotional materials, spam, or other forms of solicitation.
Restricted Data and Activities
Input or upload any special categories of personal data (as defined in Article 9 of the GDPR) or other sensitive data (such as health, biometric, or financial-account data) unless explicitly permitted in writing and governed by a Data Processing Addendum signed by both you and Conveo.
Use the Service to collect or process Personal Data without having obtained all legally required consents or notices.
Use the Service in connection with automated decision-making that has legal or similarly significant effects on individuals without appropriate human review.
Misuse and Competitive Use
Reverse-engineer, decompile, disassemble, or otherwise attempt to derive source code or underlying ideas of the Service.
Access or use the Service for the purpose of building a competing product or service, or to benchmark or analyze the Service for competitive purposes.
Resell, lease, sublicense, or otherwise make the Service available to any third party except as expressly permitted in writing.
Denial-of-Service or Abuse
Attack the Service via a denial-of-service or distributed denial-of-service attack.
Interfere with or disrupt the integrity or performance of the Service or third-party data contained therein.
Suspension Rights.
Conveo may suspend or limit access to the Service immediately and without prior notice if it reasonably determines that your use violates this Acceptable Use section, poses a security or legal risk, or could adversely impact the Service or other users. Conveo will notify you of the suspension and will restore access once the issue is resolved.
9. Analytics
We may use third-party providers to monitor and analyze the use of our Service. No study questions, stimuli, or analysis data is shared with these providers.
10. No Use By Minors
The Service is intended for individuals at least eighteen (18) years old. By using the Service, you confirm that you are at least 18 years old and legally capable of agreeing to these Terms.
11. Accounts
When you create an account, you guarantee that the information you provide is accurate and current. Inaccurate or incomplete information may result in the termination of your account.You are responsible for maintaining the confidentiality of your account and password. Notify us immediately of any unauthorized use of your account.We reserve the right to refuse service, terminate accounts, or remove or edit content at our sole discretion.
12. Use of AI
Conveo uses AI to generate study outlines and live interview questions. We do not guarantee the accuracy, reliability, representativeness, or completeness of any AI-generated content. The Enterprise Customer is responsible for reviewing and approving all content generated by our AI tools before use.
Conveo shall not be liable for any damages or losses resulting from the use of AI-generated content. Video recordings may be analyzed using AI tools for facial expressions or non-verbal communication insights. Respondents will be informed of any AI-based processing before participation.
13. Representativeness of Results
Conveo provides tools for analyzing study results but does not guarantee the representativeness or accuracy of these results. The interpretation and use of study results are the sole responsibility of the Enterprise Customer. Conveo shall not be liable for any decisions made based on the study results.
14. Third-Party Respondents
When studies involve third-party respondent providers, Conveo is not responsible for the actions or data handling practices of these providers. By using our panel providers, including Prolific, Respondent.io, Dynata, and iVOX, the Enterprise Customer agrees to and complies with the terms of service and privacy policies of these third-party respondent providers. It is the responsibility of the Enterprise Customer to ensure that the use of third-party respondents complies with all applicable laws and regulations.
15. Data protection & security
If you and Conveo have executed a separate DPA, that agreement is leading.
Otherwise Conveo acts as data processor (or sub-processor) only to the extent it processes Personal Data on behalf of the Customer. The Customer is responsible for ensuring it has a lawful basis and all required consents for the collection and submission of Personal Data through the Service.
Subprocessors. Current Subprocessors are listed at https://trust.conveo.ai/subprocessors.
Security. Conveo maintains appropriate technical and organizational measures described at https://trust.conveo.ai/
Incident Notice. Conveo will notify Customer without unreasonable delay after becoming aware of a Data Breach affecting Customer Data.
Data Return/Deletion. Upon termination or at Customer’s request, Conveo will delete or return Customer Data, subject to legal retention obligations.
International Transfers. Conveo uses the EU Standard Contractual Clauses (EU 2021/914) (and UK IDTA/US addenda as applicable) for cross‑border transfers.
16. Assignment
Either party may assign the Agreement in connection with a merger, acquisition, corporate reorganization, or sale of substantially all assets; otherwise, assignment requires consent not to be unreasonably withheld. The Agreement binds permitted successors and assigns.
17. Service Availability and Performance
Conveo aims to provide continuous availability of its services but does not guarantee uninterrupted access or performance. We will not be liable for any interruptions or performance issues that may occur.
18. Termination
We may terminate or suspend your account immediately for any reason, including violation of the Terms. If you wish to terminate your account, you may stop using the Service. All provisions of the Terms that should survive termination will continue in effect.
19. Governing Law
These Terms and any non‑contractual obligations arising out of or in connection with them are governed by the laws of Belgium, without regard to conflict‑of‑law rules. The parties submit to the exclusive jurisdiction of the courts of Antwerp. If you are a consumer and mandatory law provides otherwise, such mandatory protections are not excluded. If any provision of these Terms is found invalid or unenforceable, the remaining provisions will remain in effect. These Terms constitute the entire agreement between us regarding our Service.
20. Changes To Service
We reserve the right to withdraw or amend our Service without notice. We will not be liable if the Service is unavailable at any time. From time to time, we may restrict access to some parts of the Service to users, including registered users.
21. Amendments To Terms
We may amend these Terms by posting the updated terms on this site. Your continued use of the Service after any changes indicates acceptance of the new terms.
You should review these Terms periodically.
22. Waiver And Severability
No waiver by Conveo of any term or condition set forth in these Terms shall be deemed a further or continuing waiver of such term or condition. If any provision of these Terms is held invalid or unenforceable, the remaining provisions will remain in effect.
23. Acknowledgement
By using the Service, you acknowledge that you have read and agree to be bound by these Terms of Service.
24. Warranties; indemnities; limitation of liability
Each party warrants it has authority to enter into the Agreement and will comply with applicable laws.
Except as expressly stated in these Terms, the Services are provided “as is” and “as available,” without any warranties of any kind, whether express, implied, statutory, or otherwise.
To the fullest extent permitted by law, Conveo expressly disclaims all implied warranties, including merchantability, fitness for a particular purpose, title, non-infringement, and any warranties arising from course of dealing or usage of trade.
Conveo does not warrant that the Services will be uninterrupted, error-free, secure, or free from harmful components, or that any results or output will be accurate, complete, or reliable.
Customer acknowledges that use of AI-based or automated features is at Customer’s sole risk.
You will defend, indemnify, and hold harmless Conveo and its affiliates, officers, employees, and agents from and against all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from or related to:
(a) Customer Content or data;
(b) Customer’s or its users’ use of the Services in violation of these Terms, the Acceptable Use Policy, or applicable law;
(c) any study, survey, or respondent interaction arranged or managed by Customer; or
(d) any alleged or actual violation of a third party’s rights resulting from Customer’s use of the Services.
Conveo shall have no indemnification obligations whatsoever except as required by mandatory law.
To the maximum extent permitted by law:
Exclusion of Certain Damages.
Conveo shall not be liable for any indirect, incidental, special, exemplary, punitive, or consequential damages, or for any loss of profits, revenue, goodwill, reputation, or data, or for business interruption, even if advised of the possibility of such damages.Aggregate Cap.
Conveo’s total aggregate liability for all claims under or in connection with these Terms, whether in contract, tort (including negligence), strict liability, or otherwise, shall not exceed the lesser of (i) the total fees actually paid by Customer to Conveo for the Services during the twelve (12) months immediately preceding the event giving rise to the claim, or (ii) EUR 10,000.Exclusions From Cap.
The foregoing limitation applies to all claims including data-protection claims, and shall not be increased for multiple claims or occurrences.
Nothing in this clause limits liability that cannot lawfully be limited under applicable law.Essential Purpose.
The limitations and exclusions herein apply even if any remedy fails of its essential purpose.
The parties agree that these limitations represent a fair allocation of risk and form an essential basis of the bargain between them.
25. Force majeure
Conveo shall not be liable for any delay or failure to perform its obligations under these Terms to the extent such delay or failure results from any event or circumstance beyond its reasonable control (each a “Force Majeure Event”).
Force Majeure Events include, without limitation:
acts of God, natural disasters, earthquakes, floods, fires, explosions, storms, or extreme weather conditions;
epidemics, pandemics, public-health emergencies, or outbreaks of communicable disease (including COVID-19 and any variants), and any related government restrictions or quarantines;
acts of war (declared or undeclared), hostilities, terrorism, sabotage, civil unrest, riots, insurrection, embargoes, or blockades;
strikes, lockouts, labour disputes, slowdowns, industrial disturbances, or shortages of labour or materials;
failures, delays, or interruptions of power, Internet, telecommunications, or hosting services;
acts or omissions of government or public authorities, including changes in laws or regulations, sanctions, export restrictions, court orders, or administrative actions;
failures of suppliers, subcontractors, or third-party service providers on which Conveo reasonably relies;
and any other event that is beyond Conveo’s reasonable control and that prevents or materially hinders performance.
Upon the occurrence of a Force Majeure Event, Conveo’s obligations affected by the event shall be suspended for the duration of the event and for a reasonable period thereafter while Conveo resumes performance. Conveo will use commercially reasonable efforts to mitigate the effects and notify Customer of the Force Majeure Event within a reasonable time.
Conveo shall not be required to source substitute services, equipment, or personnel or incur additional costs beyond its reasonable control to overcome a Force Majeure Event.
26. Export controls, sanctions, anti‑corruption
You represent you and your users are not on any restricted lists and will not use the Services in violation of EU/US/UK export or sanctions laws. Each party will comply with applicable anti‑corruption laws (e.g., UK Bribery Act, FCPA).
27. Publicity
Unless you opt out by notifying Conveo, Conveo may use your name and logo to identify you as a customer on websites and marketing materials, consistent with your brand guidelines.
28. Confidentiality
Mutual confidentiality on non‑public information disclosed under the Agreement, with standard carve‑outs (public domain, independently developed, received from third party without breach, legally compelled disclosure with notice). Each party agrees to protect Confidential Information using at least the same degree of care it uses to protect its own confidential information, and in no event less than reasonable care.
29. Contact Us
For feedback, comments, or technical support:
By email: [email protected]