Terms of Service

Last updated: 18 July 2026

These Terms of Service ("Terms") govern your access to and use of the Cwaize service ("Service") provided by Refros Solutions B.V. ("Cwaize", "we", "us", or "our"). By creating an account or using the Service, you:

acknowledge that you have read and understood these Terms;
agree to be bound by these Terms;
agree to our Privacy Policy; and
commit to comply with all applicable laws and regulations.

You may accept these Terms as an individual acting on your own behalf, or on behalf of a company or other legal entity. If you accept on behalf of an entity, you represent and warrant that you have the authority to bind that entity to these Terms, and in that case "you" refers to that entity.

If you do not agree to these Terms, do not use the Service.

1. The Service

Cwaize enables businesses to add an interactive layer to their own videos, allowing visitors to their website to ask questions about a video and receive AI-generated answers. The Service includes the Cwaize platform, the embeddable widget, and the related features made available to you through your account.

We may modify, improve, or discontinue features of the Service over time. We will not make changes that materially reduce the core functionality of a paid plan during your current billing period without notice.

2. Your account

To use the Service, you must create an account and provide accurate information. You are responsible for safeguarding your login credentials and for all activity that occurs under your account. You must notify us promptly at support@cwaize.com if you suspect unauthorised use.

Depending on your plan, you may invite team members to your workspace. You are responsible for the activity of everyone you grant access to, and for ensuring they comply with these Terms.

3. Acceptable use

You agree to use the Service only for lawful purposes and in accordance with these Terms. You must not:

upload or process content you do not have the right to use, or that infringes the rights of others;
upload content that is unlawful, or that you are not permitted to share under applicable law;
use the Service to violate the privacy or data protection rights of any individual, including individuals appearing in videos you upload;
attempt to gain unauthorised access to the Service, other accounts, or our systems;
interfere with or disrupt the integrity or performance of the Service;
circumvent or attempt to circumvent usage limits, access controls, or security measures;
resell or make the Service available to third parties except as expressly permitted by your plan; or
use the Service to build a competing product.

The Service applies technical limits, including request rate limits and the usage allowances of your plan. If you exceed your plan's quota, we may throttle or restrict your use of the Service until the next billing period or until you upgrade. We may suspend or terminate access for conduct that breaches this section (see "Suspension and termination").

4. Subscriptions, fees and payment

The Service is offered on paid subscription plans, billed monthly or annually as shown at checkout. Prices and plan allowances are set out on our pricing page and are exclusive of VAT unless stated otherwise.

Billing. By subscribing, you authorise us and our payment provider (Stripe) to charge the applicable fees for your chosen plan and billing cycle. Subscriptions renew automatically at the end of each billing period unless cancelled.

Cancellation. You may cancel your subscription at any time through your account. Cancellation takes effect at the end of your current billing period. Your subscription — and access to the Service — remains active until the end of the period you have paid for, after which it will not renew.

No refunds. Fees are non-refundable. Cancelling does not entitle you to a refund for the remainder of the current billing period, and this applies to both monthly and annual plans, except where a refund is required by applicable law.

Price changes. We may change our prices. Any change will apply from your next billing period, and we will give you reasonable notice before it takes effect.

Failed payment. If a payment fails, we may suspend or downgrade your access until payment is resolved.

5. Your content

"Your Content" means the videos, written knowledge, and other material you upload to the Service.

You own your content. You retain all rights to Your Content. These Terms do not transfer any ownership of it to us.

Licence to us. You grant us a limited licence to host, store, process, and analyse Your Content solely to provide and maintain the Service for you — including sending it to our AI sub-processor to make it answerable. We do not use Your Content to train AI models for our own purposes, and we do not sell it or share it for advertising.

Isolation. Your Content is kept separate from that of other customers and is not made available to them.

Your responsibility. You are responsible for Your Content and for having all rights, permissions, and legal bases necessary to upload and process it, including in respect of any individual who appears or is heard in a video. Our handling of personal data within the Service is described in our Privacy Policy.

6. Intellectual property

The Service, including the Cwaize platform, software, widget, and all related intellectual property, is owned by Ferolin B.V. and licensed to Refros Solutions B.V., and is protected by law. Except for the rights expressly granted to you under these Terms, we grant you no right, title, or interest in the Service or our intellectual property.

We grant you a limited, non-exclusive, non-transferable right to access and use the Service during your subscription, in accordance with these Terms. You may not copy, modify, reverse-engineer, or create derivative works from the Service, except to the extent this restriction is prohibited by applicable law.

If you provide feedback or suggestions about the Service, we may use them without restriction or obligation to you.

7. AI-generated answers

The Service uses artificial intelligence to generate answers based on the content you provide. You understand and accept the following:

AI-generated answers may be inaccurate, incomplete, or unexpected, and the same question may produce different answers.
Answers are generated from the content you provide and may reflect errors or gaps in that content.
The Service is a tool to help your audience engage with your videos. It is not a substitute for professional advice, and answers should not be relied upon for legal, financial, medical, or other significant decisions.
You are responsible for reviewing the answers the Service produces for your audience, for configuring the Service appropriately, and for independently verifying any information before relying on it.

We do not warrant that AI-generated answers will be accurate, complete, or fit for any particular purpose.

8. Warranties and disclaimers

The Service is provided "as is" and "as available". To the fullest extent permitted by law, we disclaim all warranties, whether express, implied, or statutory, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

We do not warrant that the Service will be uninterrupted, error-free, or secure, or that any defect will be corrected. We do not offer a guaranteed service level or uptime commitment under these Terms. Any such commitment would require a separate written agreement.

9. Limitation of liability

To the fullest extent permitted by law:

We will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, or business opportunities, arising out of or relating to your use of the Service.
Our total aggregate liability arising out of or relating to these Terms or the Service will not exceed the total amount you paid us for the Service in the twelve (12) months immediately preceding the event giving rise to the claim.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law.

10. Suspension and termination

By you. You may stop using the Service and cancel your subscription at any time, as described in "Subscriptions, fees and payment". You may also delete your account at any time. Deleting your account removes your sites, videos, and knowledge base, and cancels any active subscription.

By us. We may suspend or terminate your access to the Service if you breach these Terms, fail to pay fees due, or use the Service in a way that may cause harm to us, other users, or third parties. Where practical and appropriate, we will give you notice and an opportunity to resolve the issue first. We may suspend access immediately where necessary to protect the security or integrity of the Service.

Effect of termination. On termination, your right to use the Service ends. The sections of these Terms that by their nature should survive termination — including intellectual property, disclaimers, limitation of liability, and governing law — will continue to apply.

11. Indemnification

You agree to indemnify and hold us harmless from any claims, damages, losses, or expenses (including reasonable legal fees) arising out of your Content, your use of the Service in breach of these Terms, or your violation of any law or the rights of a third party.

12. Changes to these Terms

We may update these Terms from time to time. Where changes are material, we will update the "Last updated" date above and, where appropriate, notify you. Your continued use of the Service after changes take effect constitutes acceptance of the updated Terms. If you do not agree to the changes, you should stop using the Service and may cancel your subscription.

13. Governing law and disputes

These Terms are governed by the laws of the Netherlands. Any dispute arising out of or in connection with these Terms or the Service will be submitted to the exclusive jurisdiction of the competent court of the District Court of Oost-Brabant (Rechtbank Oost-Brabant), the Netherlands, unless mandatory law provides otherwise.

14. Contact

For any question regarding these Terms:

Refros Solutions B.V.
Email: support@cwaize.com
Verdunplein 17, Unit C5986, 5627 SZ Eindhoven, The Netherlands
Chamber of Commerce (KvK): 96725648