Terms of Service

Terms of Service (Master + Regional Addenda)

Effective date: 19th November 2025

Contracting entity: Aneo B.V., Thomas Morelaan 104, 2135 WC Hoofddorp, Netherlands

 

1. Scope

These Terms govern your access to and use of Aneo websites, applications, products, and services (the “Services”). If you use the Services for an organization, you accept these Terms for that organization and you confirm that you have authority to do so.

Domain scope
These Terms apply to aneo.io and all subdomains and aliases, including for example app.aneo.io, docs.aneo.io, status.aneo.io, api.aneo.io, and any future subdomains under *.aneo.io.

Definitions

  • Products: Aneo software applications made available as cloud or SaaS apps and, if offered, downloadable software or plugins delivered electronically.

  • Services: Hosted services, support, professional services, and other service features provided by Aneo.

  • Offerings: Products and Services together. References to the “Services” include the Products unless the context clearly requires otherwise.

2. Accounts and Eligibility

Provide accurate information, protect your credentials, and ensure your users comply with these Terms. You are responsible for activities that occur under your account.

3. Subscriptions, Orders, and Use

A subscription or order gives you a limited, non-exclusive, non-transferable right to use the Offerings during the applicable term, subject to plan limits, these Terms, and any order form. You will not resell, lease, sublicense, or misuse the Offerings.

3.1 Software license (downloadable Products)

If Aneo provides downloadable software or plugins, Aneo grants you a limited, non-exclusive, non-transferable license to install and use that software during the term for your internal business purposes, in accordance with documentation. You will not copy, modify, reverse engineer, or create derivative works except to the extent permitted by law.

3.2 Delivery

Cloud Products and Services are provisioned to your account. Downloadable Products are delivered electronically. No physical goods are supplied unless expressly stated in an order.

3.3 Free, trial, and beta

Free, trial, and beta Offerings are provided as is, may be throttled, and may change or end at any time.

4. Customer Content

“Customer Content” means content you or your users upload or generate with the Services, including documents, tickets, and related data. You retain ownership of Customer Content. You grant Aneo a limited license to host, process, transmit, and display Customer Content to provide and support the Services and to prevent abuse.

5. AI Features and Responsible Use

  • Guidance only. AI outputs are for information. They are not legal advice, they are not a security guarantee, and they are not a compliance certification. Human review is required before use.

  • Limitations. AI outputs may be incomplete or inaccurate. You remain responsible for decisions and outcomes.

  • Model providers. Aneo may use vetted third-party model providers and subprocessors to deliver AI features.

  • Training and retention. Customer Content is not used to train foundation models unless you opt in. A zero-retention mode and an EU data residency option are available on supported plans.

6. Acceptable Use

Do not violate the law, infringe rights, upload malware, bypass security, probe or disrupt the Services, or share credentials. Do not submit prohibited data without a written agreement, for example special category data, payment card data, or life-critical data.

7. Privacy and Data Protection

Aneo processes personal data as described in the Privacy Policy and the Data Processing Agreement. Standard Contractual Clauses or other transfer tools apply where required. Aneo maintains a sub-processor list with change notifications.

8. Security

Aneo applies reasonable technical and organizational measures, including encryption in transit and at rest, access controls, logging, and vulnerability management. You are responsible for secure configurations, user permissions, and safe use.

9. Third-Party Services

Integrations and third-party services are provided by others under their terms. Aneo is not responsible for third-party services.

10. Support, Trials, and Beta

Support is provided per your plan. Trials and beta features are provided as is, may be throttled, and may change or end at any time. Beta features may not be covered by service level targets.

11. Fees and Taxes

Fees are as stated in your order or plan page. Fees exclude taxes unless stated otherwise. You are responsible for applicable taxes. Invoices are due as stated in the order.

12. Intellectual Property

Except for Customer Content, the Services and all related intellectual property are owned by Aneo and its licensors. No rights are granted except as set out in these Terms.

13. Feedback

You may provide feedback, ideas, or suggestions. Aneo may use feedback without restriction and without compensation.

14. Publicity

Aneo may use your name and logo in a customer list. You may opt out by written notice.

15. Term, Suspension, and Termination

These Terms start when you first use the Services and continue while you have an account. Aneo may suspend or terminate the Services for material breach, legal risk, security risk, non-payment, or harm to the Services. You may terminate as set out in your order or plan. Upon termination you must stop using the Services.

16. Data Export and Deletion

During the term you can export Customer Content using available tools. After termination Aneo will delete or de-identify Customer Content per its retention schedule and your elected retention settings, subject to legal holds and backups.

17. Warranties Disclaimer

The Services are provided “as is” and “as available”. Aneo disclaims all warranties, including merchantability, fitness for a particular purpose, and non-infringement. Aneo does not warrant uninterrupted or error-free operation.

18. Limitation of Liability

To the maximum extent permitted by law, Aneo’s total liability for all claims in any 12-month period is limited to the fees you paid for the Services in that period. Aneo is not liable for indirect, incidental, special, consequential, or punitive damages, or loss of profits, revenues, data, or use. These limits apply even if a remedy fails its essential purpose. Some laws do not allow certain limits. In that case the limits apply to the fullest extent allowed.

19. Indemnities

You will indemnify Aneo against third-party claims and costs arising from Customer Content or use of the Services in breach of these Terms. Aneo will indemnify you for claims that the Services infringe third-party intellectual property, except for claims based on your content, use outside scope, or combinations not provided by Aneo. Each party must give prompt notice and reasonable assistance, and allow control of the defense.

20. Export Controls and Sanctions

You will not use or access the Services in violation of export control or sanctions laws and you will not permit access by restricted parties or in prohibited regions.

21. Governing Law and Disputes

These Terms are governed by the laws of the Netherlands, excluding conflict of laws rules. Disputes will be finally resolved by arbitration under the rules of the Netherlands Arbitration Institute in Amsterdam, in English, before one arbitrator. Either party may seek interim relief in court.

22. Order of Precedence and Regional Addenda

Regional addenda for specific jurisdictions form part of these Terms and prevail over the Master Terms for users in those regions. If there is a conflict, the relevant regional addendum controls for that user.

23. Changes

Aneo may update these Terms from time to time. Material changes will be notified in the Service or by email. Continued use after the effective date means acceptance. The Effective date above shows when the current version took effect.

24. Notices

Notices to Aneo: legal@aneo.io. Notices to you: the email in your account profile.

25. Contact

Aneo B.V., Thomas Morelaan 104, 2135 WC Hoofddorp, Netherlands
Email: hello@aneo.io
Contact page: https://www.aneo.io/contact/

 

Regional Addenda

The following addenda apply to users in the named regions and modify or supplement the Master Terms. If an addendum conflicts with the Master Terms, the addendum prevails for users in that region.

EU, EEA, Switzerland, and United Kingdom Addendum

  1. Data roles and DPA
    Aneo will act as processor for Customer Content that contains personal data, except where Aneo acts as controller for account data and service operations. The Data Processing Agreement at [link to DPA] forms part of these Terms.

  2. International transfers
    Where Aneo or its subprocessors transfer personal data outside the EEA, Switzerland, or the UK, Aneo will use approved transfer tools, for example EU Standard Contractual Clauses or the UK IDTA. Aneo will provide a current list of subprocessors at https://www.aneo.io/subprocessors/, with 15 advance notice for changes.

  3. Data residency
    For supported plans, you may choose EU data residency for Customer Content. Some telemetry and support data may be processed outside the EU as described in the Privacy Policy.

  4. Data subject rights
    Aneo will assist you with data subject requests and regulatory inquiries in accordance with the DPA.

  5. Consumer law carve-out
    If local law treats a micro-business as a consumer, mandatory consumer rights that cannot be waived will apply.

United States Addendum

  1. Privacy laws
    For California residents, Aneo will process personal information as a service provider under the CCPA and CPRA, and will not sell or share personal information as those terms are defined by law. Similar state privacy laws will be honored as applicable.

  2. Marketing communications
    Marketing emails will comply with CAN-SPAM. You can opt out at any time through provided links.

  3. Children
    The Services are not directed to children and are intended for business use by adults.

APAC and Rest of World Addendum

  1. Local privacy regimes
    Aneo will honor applicable local privacy laws, for example Singapore PDPA, Australia Privacy Act, Brazil LGPD, India DPDP, and others as they apply to your use of the Services.

  2. Language
    If these Terms are translated, the English version controls if there is a conflict.

  3. Local consumer rights
    Mandatory consumer protections that cannot be waived under local law will apply.

 

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