Terms of Service

Agreement to terms

These Terms of Service ("Terms") form a binding agreement between you (or the company you represent, "Customer") and Sova, Inc. ("Sova," "we," or "us"), a Delaware corporation. By accessing or using the Sova service, you confirm that you have the authority to bind the Customer to these Terms and that you accept them in full.

If you do not accept these Terms, do not use the service. These Terms apply to sovasignals.com, our APIs, integrations, and any applications we operate under the Sova brand.

The service

Sova provides a customer intelligence platform that reads customer signals, including support tickets, call transcripts, reviews, NPS responses, and cancellation reasons, with language models. It returns ranked, evidence-linked decisions to help software teams understand what to build, why customers churn, and which accounts are at risk.

The service is model-agnostic. We route signal processing across frontier and open-weight models depending on plan tier, task type, and operational requirements. The specific model used for any given task may change without notice; model selection does not affect your ownership of outputs.

We may update, add, or remove features at any time. We will provide reasonable advance notice before removing a material capability that paid customers depend on.

Accounts and eligibility

You must be at least 18 years old and have the legal authority to enter contracts on behalf of your organization. You are responsible for keeping your account credentials secure and for all activity under your account. Notify us immediately at support@sovasignals.com if you suspect unauthorized access.

One workspace per organization. Do not create multiple free accounts to work around plan limits.

Acceptable use

You agree not to:

• Use Sova to process data you do not have the right to use, or in a way that violates any applicable law or regulation.
• Submit content that is unlawful, harmful, or infringes third-party rights.
• Attempt to reverse-engineer, probe, or test the security of Sova systems without prior written consent.
• Resell, sublicense, or redistribute the service or its outputs without a written agreement with Sova.
• Use automated means beyond what the API permits to extract data or interact with the service.
• Interfere with or degrade other customers' access to the service.

We may suspend or terminate accounts that violate these rules, with or without prior notice depending on the severity of the breach.

Customer data and ownership

You own your customer data. Customer data means all signals, transcripts, tickets, reviews, and other content you submit to Sova, as well as all decisions and insights generated from it.

You grant Sova a limited, non-exclusive license to process your customer data solely to provide the service, improve reliability and accuracy on your behalf, and comply with legal obligations. We do not use your customer data to train shared models or to build products or capabilities for other customers.

You are responsible for ensuring you have the rights and consents needed to submit the data you provide. Sova's decisions and recommendations are informational outputs intended to assist your team. Final judgment on product strategy, account management, and business decisions rests with you.

Subscriptions, billing, and trials

Free tier. You may use the free tier within its published limits at no charge. We may modify or discontinue the free tier with 60 days' notice to existing free users.

Team and Scale plans. Paid plans are billed monthly or annually in advance. Current prices are listed at /pricing and are subject to change with 30 days' notice to active subscribers.

Trials. If we offer a trial period, your account will convert to a paid subscription at the end of the trial unless you cancel before it expires.

Refunds. All fees are non-refundable except where required by law. If you cancel a paid plan, you retain access until the end of the current billing period.

Billing is processed by Stripe. By providing a payment method, you authorize Stripe to charge you on Sova's behalf. Sova does not store card numbers.

Intellectual property

Sova and its licensors own all rights in the service, including the software, model routing logic, interfaces, documentation, and the Sova brand. These Terms do not transfer any intellectual property rights to you.

You own all inputs you submit and all outputs Sova generates for you. Sova claims no ownership in your customer data or the decisions and insights produced from it.

Confidentiality

Each party may share confidential information with the other in connection with the service. Each party agrees to protect the other's confidential information with at least the same care it applies to its own, and not to disclose it to third parties without prior written consent, except as required by law.

Confidential information does not include information that is or becomes publicly available through no fault of the receiving party, or that the receiving party independently develops without reference to the disclosing party's information.

Disclaimers

Sova provides customer intelligence to assist your team's judgment. It is not a substitute for human decision-making. Outputs reflect patterns in the data you submit and may contain errors, gaps, or biases present in that data. You are responsible for reviewing outputs and making final decisions.

The service is provided "as is" and "as available." We do not warrant that the service will be uninterrupted, error-free, or accurate for every use case. To the fullest extent permitted by law, we disclaim all implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

Limitation of liability

To the fullest extent permitted by law, Sova's total cumulative liability to you for any claims arising out of or related to these Terms or the service will not exceed the greater of: (a) the fees you paid to Sova in the 12 months preceding the claim, or (b) one hundred US dollars ($100).

In no event will either party be liable for indirect, incidental, special, consequential, or punitive damages, including lost profits or data, even if advised of the possibility of such damages. Some jurisdictions do not permit these exclusions, so they apply to the maximum extent permitted by applicable law.

Indemnification

You agree to indemnify and hold Sova, its officers, employees, and contractors harmless from any claims, losses, or damages (including reasonable legal fees) arising from: your violation of these Terms, your use of the service in a way that harms a third party, or your customer data infringing third-party intellectual property rights.

Term and termination

These Terms apply from the date you first access the service and continue until terminated. Either party may terminate: you by canceling your account, us by giving 30 days' written notice, or immediately if you breach these Terms and the breach is not remedied within 7 days of written notice.

On termination, your right to access the service ends. You may export your data for up to 30 days after cancellation. After that period, we will delete your data in accordance with our Privacy Policy.

Governing law

These Terms are governed by the laws of the State of Delaware, United States, without regard to conflict of law provisions. Any disputes will be resolved in the state or federal courts located in Delaware, and both parties consent to personal jurisdiction and venue there.

Changes

We may update these Terms from time to time. We will notify you by email or in-product notice at least 14 days before material changes take effect. Continued use of the service after the effective date constitutes acceptance of the revised Terms. If you disagree with changes, cancel your account before the effective date.

Contact

For questions about these Terms, contact us at hello@sovasignals.com.

Sova, Inc.
254 Park Avenue South, Suite 705
New York, NY 10010
United States