The terms of service for the SentiOne platform

1.10.2025

DEFINITIONS

1. These terms of service (hereinafter: “the Terms”) define the conditions for using the SentiOne.com website (hereinafter: “the Website”), in particular the rights and obligations of registered users of the Website, and persons whose personal data are processed within the Website (data subjects). 
2. The following terms used in these Terms have the following meanings: 
   1. Account — a method of providing the user with access to the resources of the Website by the Operator.
   2. Account Owner — a user authorized to use and manage the account;
   3. Account Creator — a user who created the account;
   4. Agreement — an electronic service provision agreement concluded between the User and the Operator at the time of user registration on the Website, via acceptance of these Terms;
   5. Billing Cycle — the period during which the User will have access to the services within the Website, provided the subscription fee is paid;
   6. Keyword — a string of characters provided by the User and monitored on their behalf by the System on the internet;
   7. Login — a unique identifier used for user identification on the Website;
   8. Operator — SentiOne S.A., with its registered office in Gdańsk at ul. Lęborska 3B, 80-386 Gdańsk, REGON 145863272, NIP 5252520285, registered in the National Court Register under KRS 00000904567;
   9. Password — a string of characters chosen by the User, assigned to the User’s account, and required for access to the Website;
   10. Package — a package variant of the subscription plan for the account selected from the available packages in the Client Panel in the System.
   11. Registration — creating an account by the User using the registration form provided on the Website by the operator;
   12. Service — the service offered by the Operator via the Website under the terms specified in these Terms, in the options SentiOne Listen or SentiOne Automate. The current offer of services provided on the Website is available at: https://sentione.com/pricing;
   13. System — monitoring software that observes internet users’ activity, available on the SentiOne.com Website in the SaaS (Software-as-a-Service) model.
   14. Terms of Service — these terms of service for electronic provision.
   15. Price List — a proposal presenting the breakdown of the account variant and price, proposed by the Website operator. The current Price List is available on the Website at: https://sentione.com/pricing;
   16. Subscription Fee — the total monthly or annual fee for access to the account, listed in the Price List. The Subscription Fee includes the basic fee for the selected Package.
   17. Trial Period — an agreed period of 14 (fourteen) calendar days during which the User receives free access to the SentiOne Listen service;
   18. User — a natural person with full legal capacity, a legal entity, or an organizational unit other than a legal person, which has legal personality granted by law and operates through its representatives, who gains access to the services provided by the operator upon accepting these Terms;
   19. Service — the operated SentiOne.com website, functioning at the URL http://sentione.com/pl, along with the System, under the conditions specified in these Terms;
   20. Content — any information, data, texts, graphics, logos, videos, music, or other materials posted, uploaded, transmitted, streamed, or otherwise shared via the Website.

GENERAL PROVISIONS

1. The Terms of Service specify the rules for using the Website and Services offered by the Operator, as well as the rights and obligations of both the Operator and the User.
2. The main subject of the Services provided by the Operator is granting access via the internet, based on an Agreement concluded with the User and through an Account ON the Website, under the conditions specified in the Terms of Paid Services, which provide the User with access to an internet platform in the SaaS (Software-as-a-Service) model, in one of two options: SentiOne Listen or SentiOne Automate.  
3. Under the SentiOne Listen service, the Operator provides the User with tools for online market research and public opinion analysis, including but not limited to: 
   • internet monitoring of brands, products, services, topics, public persons, key phrases, keywords, and events;
   • archiving the database with monitoring results;
   • access to historical monitoring data up to 3 years back (depending on the selected Package);
   • reports and analyses based on monitoring results;
   • information about new internet monitoring results;
   • notifications and reports.
4. Under the SentiOne Automate service, the Operator provides the User with tools for creating and using chatbots and voicebots, including but not limited to:
   • designing and personalizing own AI-based chatbots and NLP engines in applications, website chats, and other text channels;
   • customer service in social media using a virtual AI Assistant based on deep learning analysis;
   • feeding bots with own training data for better quality conversations;
   • conducting real-time analyses.
5. The detailed scope of functionalities available within the Services on the Website, along with possible Packages, is included in the price list available at: https://sentione.com/pricing. 
6. Some of the Services provided through the Website may require a separate agreement and cannot be purchased via the Website.  
7. The Operator may offer a free trial period during which Users can test the functionalities of SentiOne Listen. The trial period does not apply to the SentiOne Automate service.  
8. Each User has the right to use a free trial period of SentiOne Listen for 14 consecutive days (“Trial Period”) only once, unless the Operator decides otherwise.
9. To use the Service, it is necessary for Users to have an Account on the Website or to create one, and to review and accept the Terms.  
10. The Operator has the right to entrust third parties with the administration of the Website.
11. The minimum technical requirements for the User’s computer system to use the Website are:  
    • Internet connection with a bandwidth of at least 5 Mbit/s;
    • RAM: 4 GB;
    • Minimum screen resolution: 1280×1024;
    • Browser: Google Chrome (latest and second to last stable version), Firefox (latest and second to last stable version), Microsoft Edge (latest and second to last stable version), Safari (latest and second to last stable version);
    • JavaScript enabled;
    • Cookies enabled;
    • WebSocket enabled;
    • Firewall configuration allowing HTTPS traffic on port 443 and encrypted WSS (WebSocket Secure) communication.
12. The Operator reserves the right to change the system’s technical requirements and the manner of providing the Service.
13. The Operator will not be responsible for technical problems or hardware restrictions on the User’s side that prevent the User from using the Website and/or the Services provided through it.
14. The Operator will make every effort to ensure the security of internet data transmission related to the Service, meaning transmitting information while maintaining confidentiality, integrity, and completeness.
15. The Operator reserves the right to make changes to the Price List (https://sentione.com/pricing). These changes will be announced in the “Price List” tab and will come into effect on the date of publication.  
16. The User: (a) is responsible for complying with this regulation; (b) will follow the rules of using Service X, available at https://x.com/pl/tos; the rules of using YouTube, available at https://youtube.com/t/terms; the rules of using Facebook, available at https://facebook.com/terms.php; the rules of using Instagram, available at https://help.instagram.com/581066165581870; and the rules of using LinkedIn, available at https://linkedin.com/legal/user-agreement; (c) will follow the regulations and rules of use of the social media or platforms not listed above, to which the User will have access within the Services offered via the Website.

ACCOUNT REGISTRATION

1. Access to the functionalities of the Website, including using the SentiOne Listen trial period, is possible after registering the User in the Website, and consequently creating an account in the Website by using the registration form and providing the following information:  
   1. Email address
   2. Password
   3. Monitoring language
2. Users can also access the Website by activating their account through their social media profile, in particular, their Facebook profile.
3. Registration is considered complete once the user sets their password and selects the monitoring language.
4. Using the Website after the trial period requires the user to select a package and complete the registration by providing additional data:
   1. For individuals:
      • First name(s)
      • Surname
      • Correspondence address
      • Phone number (optional)
   2. For individuals conducting business, legal persons, or organizations without legal personality:
      • Full name
      • NIP (VAT registration number)
      • Registered office
      • Correspondence address (if different from registered office)
      • Phone number (optional)
5. The Operator reserves the right to modify the registration form by adding additional data fields.
6. By accepting these Terms, the User is obliged to provide truthful personal data; otherwise, their access to the Website will be blocked.
7. The User bears sole responsibility for the correctness of the provided personal data. Additionally, the User is responsible for maintaining the confidentiality of the Password. 
8. While providing the Service to the User, the Operator does not guarantee finding all monitored keywords that occur and are accessible on the internet.

FREE TRIAL PERIOD

1. The Trial Period for the service in the SentiOne Listen option lasts for 14 (fourteen) consecutive days.  
2. The Operator reserves the right to block the User’s access to the Website during the Trial Period if:
   • The User or a person for whom they are responsible breaches the Terms of Service;
   • The Operator concludes that the User has created more than one account in the System.

PRICING AND PAYMENT TERMS

1. Use of the Services within the Website is paid; however, users can benefit from a free trial period for the SentiOne Listen service, subject to the rules described in these Terms.
2. The User is obliged to pay all fees for using the services on time, according to the chosen package. The Operator offers monthly or annual subscriptions. The current pricing offer is available at: https://sentione.com/pricing. 
3. The user gains access to the service after the Operator receives the Subscription Fee, calculated based on the selected package for the account (payment in advance).
4. The subscription fee for each subsequent billing cycle must be paid in advance.
5. The first day of the month is considered the first day of the billing cycle, which is the date of the first successful debit from the Operator’s bank account. The billing cycle ends on the day corresponding to the start of the current cycle. If such a day does not occur in a subsequent month, the period ends on the last day of that month.
6. The user can pay for the service with a credit card or bank transfer (in most countries), but it should be noted that payment methods may vary depending on the User’s country.
7. By choosing credit card payment, the User agrees to recurring payments, in which the subscription fee is automatically debited depending on the selected package.
8. The person using the credit card declares and guarantees that they are authorized to use the card and that the card can be charged for all fees not rejected.
9. The recurring payment is initiated on the first day after the expiry date of the previous subscription (“the start date of the recurring payment”).
10. In the event of an unsuccessful transaction, the Operator will attempt to repeat the transaction after a few days. If it still fails, the Operator will consider the service terminated. If the credit card provided by the user expires, or if there are changes or deactivation of the credit card data, the user authorizes the Operator to obtain or verify substitute information, especially the expiry date or card number, and to continue charging on the same terms as with the previously provided card, in order to ensure the continuity of the service and avoid interruptions. The Operator is not responsible for any fees charged by service providers.
11. The User explicitly agrees to receive invoices from us electronically.
12. All bank charges are borne solely by the User.
13. Failure to pay the subscription fee indicated on the invoice on time may result in the account being suspended for 7 days. Payment made by the User within 7 days of the account suspension will result in immediate reactivation of access. If the payment is not made within 21 days from the date of suspension, the account will be automatically deleted, and the Agreement will be terminated.
14. Online payments are processed by Stripe Payments Europe Limited, a payment intermediary registered in Ireland with registration number IE513174. Address: The One Building, 1 Grand Canal Street Lower, Dublin 2, Co. Dublin, Ireland.
15. In the case of cooperation between the Parties through a separate service agreement, the Parties may settle payment terms differently.

TERMS OF WITHDRAWAL AND CANCELLATION OF SERVICES

1. Services provided within the Website are prepaid. Therefore, the Operator does not refund funds, even in the event of cancellation immediately after charging the card for the next billing cycle.
2. Payment is made for the entire month (or year, if a yearly package was chosen).
3. The Operator does not have a policy of early termination or refunds; therefore, the subscription expires at the end of its term and cannot be canceled before this date. We do not offer refunds in the event of service discontinuation during the term.
4. The User may withdraw from the service at any time without additional charges to their credit card. However, the User is obliged to pay any amounts already charged to their credit card.
5. If the User withdraws from the service before the end of the billing cycle, they will have access to the account and the service until the end of the fully paid billing cycle. 
6. After the User’s withdrawal from the service, their credit card will no longer be charged, but amounts already collected will not be refunded.  
7. Changing the package is possible at any time. After the User’s withdrawal from the service, their credit card will no longer be charged, but amounts already collected will not be refunded.
8. Changing the package is possible at any time.
9. Changing the package from a more expensive to a cheaper one takes effect after the expiration of the paid billing cycle.
10. Changing the package from a cheaper to a more expensive one takes effect immediately, and the fees are appropriately adjusted.
11. The Account Administrator who concludes a remote contract may withdraw from it within 14 calendar days without providing reasons or incurring additional costs, except for the expenses specified below.
12. If the Account Administrator exercises the right of withdrawal after submitting the request, they are obliged to pay for the services provided up to the moment of withdrawal.
13. The amount payable is calculated proportionally to the scope of the services performed, taking into account the price or remuneration agreed in the agreement.

TERMINATION OF THE AGREEMENT

1. The agreement can be terminated by submitting a request to deactivate and delete the account on the Website by sending an email to the Operator at: contact@sentione.com.
2. Deactivation of the account on the Website takes effect from the last day of the current billing cycle. Deletion of the account occurs after the expiration of the retention period for the statute of limitations of potential claims (3 years), during which the User may reactivate the account.
3. The Operator reserves the right to terminate the Agreement with immediate effect if the User:
   • provides false personal data during registration;
   • uses the system to violate personal rights;
   • acts in a manner inconsistent with applicable law, social standards, or general principles of internet use.
4. A User whose Agreement has been terminated due to a violation of the Terms of Service will not be able to register again without prior consent from the Operator.

TERMS OF USE OF THE WEBSITE

1. In particular, the User is obliged to:
   • Use the Website in a manner that does not disrupt its operation;
   • Not perform actions such as sending or posting unwanted commercial information, IT-related activities, or other actions aimed at gaining access to information not intended for the User;
   • Use the Website in accordance with applicable law in the Republic of Poland and in accordance with these Terms;
   • Use the Website in accordance with the regulations of external social networks integrated with the Website, in particular Facebook, X, Instagram, or YouTube;
   • Not make any IT modifications to the System;
   • Not post content that is offensive, racist, or pornographic;
   • Not use the service in a way that intentionally or unintentionally violates applicable local, national, or international laws, industry best practices, this regulation, or the copyrights or other rights of third parties;
   • Not use the Service to transmit, disclose, display, or offer, directly or indirectly, any products or services related to high-risk industries.
2. If the User wishes to use the content shared via the System in a different manner, they must obtain the Operator’s consent. When quoting any information obtained from the System, the User is obliged to specify its source and the date of acquisition in the following note: “Source: sentione.com.” 
3. The Operator also allows for cooperation with the User through the conclusion of a separate service agreement. In such a case, these Terms will constitute an integral part of that agreement.
4. In the event of a violation of the Terms by the User, the Operator reserves the right to block the User’s account or restrict its functionality at any time, without explanation.
5. We reserve the right (independent of other rights granted under these Terms) to reject, delete, or remove any Content, block the User’s account, suspend access to the Service or its part, with or without notice, at our sole discretion and in accordance with the binding applicable laws, if we receive information or have justified suspicion that the actions or Content of the account owner constitute a violation of any laws, our policies, these Terms, or third-party rights, or are unacceptable on other grounds. In such situations, we are not responsible for the consequences of the measures taken.
6. Services available under the SentiOne Automate option include tools that enable users to create and use bots. The User is obliged to create and use bots in a manner consistent with applicable law and in an ethical manner, in accordance with good customs and respecting the rights of end users. In particular, the User agrees to avoid any signs of bias, prejudice, or discrimination.
7. Within the scope of using the SentiOne Automate service, the User bears full responsibility for the compliance of systems based on artificial intelligence (AI) with applicable law, in particular with Regulation (EU) 2024/1689 of June 13, 2024, on harmonized rules on artificial intelligence (the AI Act) and amending certain legislative acts of the Union, Regulation (EU) 2016/679 of April 27, 2016, on the protection of natural persons regarding the processing of personal data and free movement of such data (the GDPR), and the Act of July 12, 2024 — Electronic Communications Law (Journal of Laws 2024, item 1221).
8. In the case of using bots for outbound communication, the User bears full responsibility for obtaining the necessary consents to contact the end user via the selected communication channel. The Operator is not responsible for the lack of consents on the part of the User and cannot verify them independently.
9. The User must promptly report to the Operator any irregularities, incidents, anomalies, or other suspicious activities detected during the operation of the bots.
10. The Operator reserves the right to periodically monitor how users utilize the bots to verify compliance with these Terms.
11. In the event of a breach of the provisions of these Terms, the Operator may:
    • block access to a given bot or function (e.g., dialer),
    • send a warning to the User with a demand to remove the breach,
    • terminate the agreement with immediate effect.

CONTENT

1. The User acknowledges that the shared data is accessible only to the User and that the Service can be used solely for its intended purpose.
2. Resources of the Website (in particular mentions in social media, comments, and posts monitored by the Service) may include materials protected by third-party copyrights.
3. The User acknowledges and confirms that the Operator has the right to delete such materials from its resources at any time and at its sole discretion, to block access to such materials, or to demand immediate cessation of their use from the User.
4. In the case of posting, uploading, transmitting, or otherwise sharing third-party Content, the User is obliged to comply with the regulations or license conditions of the third-party site, regardless of their obligations under these Terms.
5. The User acknowledges and accepts that the Operator may retain the Content and disclose it if required by law, a court order, a decision of an appropriate public authority, or if it is necessary to perform the provisions of these Terms.
6. The User bears sole responsibility for any breach of third-party rights or third-party damages incurred as a result of their actions or in connection with their actions (activity or omission) when using data shared via the Website.
7. All content attributed to the User and all orders placed by third parties logging in with the User’s login and password will be attributed to the User.
8. It is forbidden for Users to create and process content using bots that:
   • Are illegal, offensive, immoral, or infringe on the rights of third parties;
   • Contain pornographic content, incite racial, ethnic, or religious hatred;
   • Mock, promote violence, self-harm, or committing crimes;
   • Violate copyrights or other rights of intellectual property.

SERVICE INTERRUPTIONS

1. The Operator has the right to schedule periodic interruptions of the Website and the Services.
2. The Operator will make every effort to ensure that technical breaks occur at times to minimize inconvenience.
3. In the event of an interruption lasting longer than 24 hours, the Operator will notify the User via email.
4. For all technical interruptions lasting longer than 24 hours, the User will be entitled to request the Operator to extend the billing cycle in which the technical break occurred by the duration of the break.
5. The Operator is not responsible for the effects of force majeure.
6. The Operator is not responsible for the availability and proper functioning of external application programming interfaces (APIs) of social media and other online services.
7. The Operator is not responsible for non-performance or improper performance of the Services due to reasons attributable to third parties.
8. The Operator shall not be liable under §§ 12–14 of the Act of July 18, 2002, on the provision of electronic services (Journal of Laws 2002 No. 144, item 1204, as amended).

DATA PROTECTION AND COMPLAINT POLICY

1. Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC.
2. The Controller of user personal data processed in connection with the use of the Website is SentiOne S.A., with its registered office in Gdańsk at ul. Lęborska 3B, 80-386 Gdańsk, REGON 145863272, NIP 5252520285, entered into the register of entrepreneurs of the National Court Register under KRS 00000904567.
3. More details are available in the Website’s Privacy Policy at https://sentione.com/legal/privacy and in the Complaint Policy at https://sentione.com/legal/personal-data-complaint-procedure.
4. The user has the right to revoke the authorization of the user profile in the Website (www.sentione.com) and on individual privacy and security settings pages, such as Google (accessible at https://myaccount.google.com/permissions), Facebook (https://facebook.com/settings?tab=applications), X (https://x.com/settings/your_x_data), and LinkedIn (https://linkedin.com/psettings/privacy).

PRIVACY POLICY OF THIRD PARTIES

1. Our services may use the YouTube API. The access rules to the YouTube service require us to inform you about the use of the YouTube API services (e.g., for data retrieval from the service) and to provide a link to the YouTube privacy policy (http://google.com/policies/privacy). 

FINAL PROVISIONS

1. The latest version of the Terms of Service is available on the Website at http://sentione.com under the “Terms of Service” tab.
2. The Operator reserves the right to change the Terms of Service at any time.
3. In the event of changes to the Terms, the operator will inform about it on the Website at http://sentione.com under the “Terms of Services” tab at least 7 days prior to the effective date. If the User does not withdraw from the agreement within the earliest possible period, they will be bound by the updated Terms’ provisions. If the user withdraws from the Terms, the agreement will be considered terminated, effective as of the last day of the fully paid billing cycle. 
4. The Operator declares that the Website, System, and all elements comprising them are the exclusive property of SentiOne S.A., with its registered office in Gdańsk at ul. Lęborska 3B, 80-386 Gdańsk, REGON 145863272, NIP 5252520285, registered in the National Court Register under KRS 0000904567.
5. The Operator reserves the right to transfer all or part of its rights and obligations under the Terms of Service to a third party or to enter into a service provision agreement with them. By accepting these Terms, the User agrees to be bound by them.
6. The User may not assign or transfer any rights or obligations arising from these Terms of Service without the prior written consent of the Operator.
7. Matters not regulated in these Terms of Service shall be governed by the Civil Code and other applicable laws.

 

Check our previous Terms of Service (24.10.2017)