Version 1.0 · Effective 26 September 2026

These Terms of Service govern the use of the Sightelle service (the "Service"), provided at app.sightelle.com. By registering for or using the Service, you accept these Terms on behalf of the business you represent.

1. Who provides the Service

The Service is provided by Blossom Solutions L.P. (the "Provider", "we"):

• Registered office: 111 Vasileos Pavlou, Spata 19004, Attica, Greece
• VAT: EL802462265, Tax office: KEFODE Attikis
• GEMI (Greek business registry) no.: 176808501000
• Phone: +30 210 6635959
• Email: info@sightelle.com · personal data: dpo@blossom-solutions.gr

2. Definitions

• Customer ("you"): the business or organisation that creates a workspace in the Service.
• Workspace: the Customer's space within the Service, with its data, settings and users.
• User: any natural person the Customer gives access to its workspace.
• Customer Data: anything the Customer imports, or is imported on its behalf. This includes CSV files, tickets from connected systems (Zendesk, ClickUp, Jira), data sent through the API, survey responses, and lists of customers or recipients. It also includes the results the Service produces from them.
• Plan: the workspace's subscription package, with the limits shown on the "Plan and usage" page of the application.

3. Business use only

The Service is intended exclusively for businesses and organisations. It is not intended for consumers.

Anyone registering confirms that they:

• are at least 18 years old;
• are acting on behalf of a business or organisation, in the course of their professional activity;
• have the authority to bind that business or organisation to these Terms.

For this reason, consumer protection provisions such as the right of withdrawal under Greek Law 2251/1994 do not apply.

4. What the Service does

The Service reads the feedback the Customer already has (tickets, survey responses, text from connected systems), breaks it into individual "signals" and groups them into themes. It also produces screens, reports, alerts and documents.

Text analysis uses artificial intelligence models from a third-party provider, as described in the Privacy Policy and the Data Processing Agreement.

The Service also includes public survey pages, which the Customer distributes to its own recipients. The Provider does not send email to the Customer's customers or recipients.

5. Accounts and security

• The Customer is responsible for the Users it invites, for the roles it gives them, and for keeping passwords, API keys and survey links safe.
• API keys, webhook URLs and personal survey links are credentials. Whoever holds them can act in place of the Customer or the recipient.
• The Customer will tell us without delay at info@sightelle.com if it suspects unauthorised access.
• The Customer can require a second authentication factor (MFA) for the whole workspace, and we encourage it to do so.

6. Acceptable use

The Customer must not:

• import data for which it has no legal basis or right of use;
• import special categories of personal data (health, religion, political opinions, etc.) or children's data, unless it has assessed the risk and has a legal basis;
• use surveys for unsolicited communication, deception, or collecting credentials or payment details;
• register webhooks or addresses that harm third parties or our infrastructure;
• circumvent plan limits, rate limits or security measures, or attempt to access other workspaces' data;
• use the Service to take decisions with legal or similarly significant effects on specific individuals, for example hiring, evaluating or dismissing employees, based solely on its results.

The content the Customer publishes on its survey pages (texts, logos, images, links) is its own responsibility.

7. AI-generated content

Some results of the Service are generated or estimated by artificial intelligence models:

• theme names and classification;
• tone (positive/negative);
• the indication that a customer talked about leaving;
• the "recommendation of the week";
• survey suggestions;
• answers to "ask the data" questions.

These results are estimates and may contain errors. They are not professional, legal or financial advice. The Customer reviews them before relying on them for decisions.

The numbers and quotes the Service shows come from Customer Data, not from the model.

8. Plans, prices and payment

• Free audit. Every new workspace starts on the free plan, with the limits shown in the application (currently 10,000 rows once and 2 user seats). No card is required.
• Paid plans.
• Prices are shown in the application before payment.
• They are net prices, to which the applicable VAT is added.
• Payment is made through a one-off link via the payment provider Scan & Pay, and covers the period you chose (month or year).
• No automatic renewal.
• We do not store cards and do not charge automatically.
• At the end of the period the workspace returns to the free plan.
• No data is deleted. Features beyond the free plan's limits stop until the next payment.
• Limits.
• When the row limit is used up, importing pauses and resumes with the next limit or plan. Nothing is lost.
• Overage is charged only if agreed with the Customer in writing.
• Documents.
• After payment, a payment confirmation appears in the application. It is not a tax document.
• The invoice is issued in accordance with tax law and is made available on the same page.
• Changes to prices and limits.
• Changes apply from the next period you pay for.
• We do not reduce the limits of a period you have already paid for, unless required by law or by the security of the Service.
• Refunds.
• Payments for a period that has started are not refundable.
• Exception: if the Service was materially not provided through our fault, we refund the corresponding amount.

9. Availability and support

We make reasonable efforts to keep the Service available and working correctly. We keep nightly backups and run automatic availability checks.

We do not guarantee uninterrupted operation or a specific availability percentage, unless agreed in writing.

Maintenance or upgrades may require interruptions, which we try to keep short. Support is provided by email at info@sightelle.com.

The Service evolves. We may add, change or withdraw features. If we withdraw a material feature of a paid plan, we give reasonable notice.

10. Customer Data and personal data

• Customer Data belongs to the Customer. You grant us only the right to process it in order to provide, secure and improve the Service.
• We do not use Customer Data to train artificial intelligence models.
• For personal data contained in Customer Data, the Customer is the controller and we are the processor. The Data Processing Agreement applies and forms an integral part of these Terms.
• The Customer warrants that it has a legal basis for the data it imports, and that it has informed the people concerned, such as its customers, respondents and employees.
• For Users' data and for communication with us, we are the controller, as described in the Privacy Policy.
• We may use aggregated, anonymous usage statistics (e.g. number of rows, number of themes) to run, bill and improve the Service. These statistics do not identify the Customer or any person.

11. Export, reset and deletion

• Export. The workspace Owner can request a copy of the data in a file at any time, from the "Your data" page.
• Reset. The Owner can delete the workspace's data while keeping its users and settings.
• Deletion.
• The Owner can request deletion of the whole workspace.
• Deletion becomes final after 14 days, during which it can be cancelled.
• Backups are deleted automatically within a further 14 days.
• Tax records. Orders and billing documents are kept after deletion for as long as tax law requires.
• Switching provider. You can stop using the Service and take your data at any time, with no charge for the export. Data is not deleted when a plan expires, only when you ask.

12. Suspension and termination

We may suspend access to a workspace, with prior notice where possible, when:

• there is a serious breach of these Terms;
• there is a risk to the security of the Service or of third parties;
• the law or a competent authority requires it.

If the breach is not remedied within a reasonable time after notice, we may terminate the agreement.

The Customer may stop using the Service at any time, by deleting the workspace or by not renewing its plan.

13. Intellectual property

The software, the "Sightelle" mark, the design and the documentation of the Service belong to the Provider. The Customer receives a non-exclusive, non-transferable right to use the Service for its internal needs while the agreement is in force.

The Customer may freely use and forward the documents and reports the Service produces from Customer Data.

14. Limitation of liability

• The Service is provided "as is", to the extent permitted by law.
• We are not liable for indirect or consequential loss, such as lost profits, lost business or reputational harm.
• We are not liable for decisions the Customer took based on the Service's estimates, or for the operation of third-party systems the Customer connects (Zendesk, ClickUp, Jira, Slack, Teams, webhooks).
• Our total liability for any cause is limited to the amount the Customer paid for the Service in the 12 months before the event. For a workspace on the free plan, the limit is 100 euros.
• These limits do not apply to wilful misconduct, gross negligence, or where the law does not allow a limitation.

15. Indemnity

The Customer indemnifies the Provider against third-party claims arising from data it imported without a legal basis, or from use of the Service in breach of these Terms.

16. Confidentiality

Each party keeps confidential any non-public information disclosed to it by the other, unless disclosure is required by law.

17. Changes to these Terms

We may amend these Terms. For material changes, we notify the Owner of each workspace by email at least 30 days before they take effect, and ask for acceptance again in the application.

If the Customer does not agree, it may stop using the Service before the changes take effect. For a paid period that has not been used up, we refund the corresponding amount.

18. Governing law and jurisdiction

These Terms are governed by Greek law. The courts of Athens have jurisdiction over any dispute.

The Terms are available in Greek and English. In case of discrepancy, the Greek text prevails.

19. Miscellaneous

• If any term is held invalid, the rest remain in force.
• Not exercising a right does not waive it.
• The Customer may not assign the agreement without our consent.