Legal

Terms of Service

Last updated: 26 September 2026

These terms are an agreement between you and Sentriment, Viale Cirene 4, Milan, Italy (“we”, “us”). By creating an account or using the service you agree to them. If you are acting for a company or another organisation, you confirm that you are authorised to accept these terms on its behalf, and “you” means that organisation. Sentriment is a business tool, offered to businesses and professionals rather than to consumers.

1. The service

Sentriment ingests qualitative user feedback (via widget, REST API, connectors, call transcripts and imports) and analyzes it with AI: clustering into themes, sentiment and emotion scoring, summaries, alerts, quantified answers and related features. The service is currently in open beta, which section 2 explains. We work hard to keep it fast and available, and we publish our reliability rather than promising it.

2. What open beta means

Open beta means you get the full product, free, while we are still hardening it. In return, a few things are understood between us:

• As is, as available. The service and every feature in it are provided “as is” and “as available”. We do not yet offer a formal service-level agreement, and features may be added, changed, paused or removed as the product evolves. Where a change removes something you rely on, we tell you in advance whenever we can.
• Keep your originals. We back up our systems and treat your data with care, but during the beta we do not guarantee that any particular data will be retained or recoverable. The feedback you send us comes from tools you already run (a help desk, a store, a notetaker, a spreadsheet): keep those originals, and use the export whenever you want a copy.
• Fair use. We may apply reasonable usage limits to keep the service healthy for everyone; if you are close to one, we tell you before it bites.
• Your input shapes the product. We may contact you about your experience, and what you tell us about Sentriment itself may be used to improve it (section 9).
• The price reflects this. Because the service is free during the beta, the limits on our responsibility in sections 10 and 11 are part of the deal; we could not offer an open beta without them.

3. AI-generated analysis

Sentriment's themes, scores, summaries and answers are produced by AI. We engineer hard for accuracy: every model and prompt change passes an evaluation suite before it ships, and answers cite the underlying feedback so you can verify them. AI output can still be wrong, incomplete or out of date, and we do not warrant its accuracy or completeness. The analysis is information to support your decisions, not a substitute for them: you remain responsible for what you decide and do based on it. Health scores and any money figures shown in the product are estimates derived from data and settings you supply; they are not financial, legal or professional advice. Do not use Sentriment as the sole basis for automated decisions that produce legal or similarly significant effects on individuals, and check the cited feedback before presenting its output to others as fact.

4. Your account and your team

• Provide accurate information and keep your credentials secure. You are responsible for activity under your account.
• You must be at least 18 and using Sentriment for business purposes.
• You choose who joins your workspace and which role they hold. Invite only people entitled to see the data in it; what they do in your workspace, and what is done with your API keys, counts as your use under these terms.
• You can delete your account at any time from Account settings; deletion is permanent.

5. Your data: yours, and your responsibility

“Your data” means the feedback, transcripts, identifiers, traits and other content that you, your team, your integrations and your users send to your workspace, together with what we derive from it for you.

• It stays yours. You retain all rights to your data. You grant us only the license needed to process it to provide the service to you.
• And it must be yours to send. You decide what enters Sentriment, and you are responsible for it. You represent that you have the rights, and where needed the consents, to submit the content you send us, and that your own privacy notice tells your users that their feedback is analysed with the help of service providers such as us. For personal data inside your feedback you are the controller and we are your processor, on the terms in section 14 and as described in the Privacy Policy. Having a lawful basis to collect that data from your users is your responsibility.
• Redaction is a safeguard, not a transfer of responsibility. Personal data inside feedback text is automatically redacted before storage, in two layers, and we are proud of how well it works; the one exception is a notetaker connection on which you turn redaction off, whose calls are then kept as said. It is nevertheless an automated process: it can miss an unusual identifier, and it does not change who is responsible for the data. Treat it as one of your safeguards rather than the only one, and do not send content you would not be permitted to send if redaction did not exist.
• Built for feedback, not for records. Stray personal details inside ordinary feedback are expected, and redaction exists for them. Do not, however, use Sentriment to deliberately submit special categories of personal data (such as health, biometric or political data), payment card or bank details, government identifiers, credentials, or data about children, and do not use it for data governed by rules that require safeguards we do not offer, such as regulated health or financial records.
• Call transcripts. If you connect a meeting notetaker or upload transcripts, you are the party who recorded the conversation. Any notice or consent the participants are owed, under the rules that apply where the call takes place, is yours to obtain. We receive a transcript that already exists, keep it for your workspace's retention period (redacted, unless you turn redaction off for a notetaker connection), and are not a party to the call.
• We never use your data to train shared AI models.
• You can export your data (JSON) and delete it, including individual end-user erasure via the API, at any time.

6. Third-party services you connect

Sentriment can read from and write to services you choose to connect: help desks and app stores, meeting notetakers, analytics destinations, chat and issue trackers, and your own systems through webhooks. When you connect one, you instruct us to exchange data with it as the feature describes, using credentials you provide, and you confirm that you are permitted to do so. Those services are governed by your agreement with their providers, not by these terms: we are not responsible for their availability, for how they handle data, or for what happens to data once it reaches them. Disconnecting stops the flow.

7. Acceptable use

Don't use Sentriment to:

• process data you don't have the right to process, or violate any law;
• probe, overload or disrupt the service, or circumvent its rate limits, plan limits and security measures;
• copy, scrape or reverse engineer the service, or use it to build a competing product;
• submit malicious code, or content designed to manipulate the AI analysis;
• resell or white-label the service without our written agreement.

We may suspend accounts that violate these rules, with notice where practicable.

8. Pricing

Sentriment is free during the open beta. Paid plans are not final yet: our pricing page shows the plans we expect to offer, each with a price range, and we are setting the final prices with our first customers. Those ranges are estimates, not offers. When paid plans launch:

• 30 days' notice. Every workspace receives at least 30 days' notice, in-app and by email, before any billing starts, and nothing is ever charged without your explicit action.
• Doing nothing is safe. If you take no action by the end of the notice period, your workspace moves to the Free plan: new ingestion is limited to the Free tier's volume, nothing already analyzed is deleted, and export remains available.

9. Intellectual property

The service, its software and its branding remain ours, and these terms give you no rights in them beyond using the service. Feedback you give us about Sentriment itself (we do drink our own champagne) may be used to improve the product without obligation or attribution.

10. Warranties

To the maximum extent permitted by law, the service is provided during the beta without warranties of any kind, whether express, implied or statutory, including any implied warranties of merchantability, fitness for a particular purpose and non-infringement. In particular, we do not warrant that the service will be uninterrupted, error-free or secure against every threat; that it will meet your requirements; that data will be retained or recoverable; that redaction will remove every piece of personal data; or that AI output will be accurate or complete. You use the service, and rely on its output, on your own judgment.

11. Liability

To the maximum extent permitted by law:

• We are not liable for indirect, incidental, special or consequential losses of any kind, or for lost profits, revenue, business, goodwill or data, however they arise.
• We are not liable for the outcomes of decisions you make in reliance on the service or its AI output; for the content you or your users send to Sentriment, or the consequences of processing it on your instructions; for third-party services you connect; or for failures caused by events beyond our reasonable control.
• Our total aggregate liability for all claims arising out of or relating to the service or these terms, whatever their legal basis, is limited to the greater of €100 or the amounts you paid us in the twelve months preceding the claim.
• Nothing in these terms excludes or limits liability that cannot be excluded or limited by law, including for willful misconduct or gross negligence.

12. If your use causes a claim

If a third party (including your users, a participant in a call you recorded, or a regulator) brings a claim against us because of content you or your users submitted, because you collected or shared data without the notice, consent or lawful basis it required, because you used the service in breach of these terms or the law, or because of decisions you made based on its output, you agree to cover the reasonable costs, damages and fines we incur dealing with it. We will notify you promptly, cooperate reasonably and, where the law allows, let you lead the defense.

13. Suspension and termination

You may stop using the service and delete your account at any time. We may suspend a workspace, feature or key without notice where necessary to protect the service, other customers or the law (for example a security incident, an abusive integration or a legal demand), and we restore access as soon as the reason is resolved. We may terminate accounts for material breach of these terms, or discontinue the beta or the service with at least 30 days' notice and an export window for your data. After termination or deletion, your data is deleted as described in section 14. Sections that by their nature should survive (including 5, 9, 10, 11, 12, 14, 15 and 17) do.

14. Data processing terms

This section is our data processing agreement under Article 28 of the GDPR for the personal data inside your workspace. It applies automatically to every account; a countersigned copy is available on request, and where a signed agreement exists it prevails.

• Roles and scope. You are the controller and we are the processor. Subject matter: providing the service. Duration: for as long as you have a workspace with us, plus the deletion period below. Nature and purpose: receiving, redacting, storing, embedding, analysing with AI, displaying, exporting and deleting feedback, as the product's features describe. Categories of data: feedback text (redacted), the identifiers and traits you attach to it, and call transcripts (redacted unless you turn redaction off for a notetaker connection, in which case they and the feedback drawn from them are kept as said). Data subjects: your users, customers and prospects, and participants in calls you record.
• Instructions. We process personal data only on your documented instructions. These terms, the settings you choose and the features you use are those instructions. If we believe an instruction breaches data protection law, we tell you.
• Confidentiality and security. Everyone we authorise to access personal data is bound by confidentiality. We apply the measures described in the Privacy Policy, including EU hosting, encryption in transit and at rest, hashed credentials, redaction before storage and access controls, and we keep them under review.
• Subprocessors. You authorise the subprocessors listed in the Privacy Policy, each bound by a written agreement with equivalent obligations, and you authorise us to appoint others of the same kind. We update that list before a new subprocessor processes your data; if you object on reasonable data-protection grounds, you may terminate and export your data before it starts. We remain responsible to you for our subprocessors.
• Transfers. Your workspace data is stored and processed in the EU. Where a subprocessor is outside the EU, transfers rest on Standard Contractual Clauses, and AI providers receive only text that has already been redacted, except the calls of a notetaker connection on which you turn redaction off, which they receive as said.
• Assistance. We provide tools to answer data subjects' requests yourself (export, and individual erasure through the dashboard and the API) and reasonable assistance beyond them, and we assist with data protection impact assessments and consultations with supervisory authorities, taking the nature of the processing into account. A request that reaches us directly is referred to you.
• Personal data breaches. We notify you without undue delay after becoming aware of a personal data breach affecting your data, with the information we have, and keep you updated as we learn more.
• Retention, deletion and return. Feedback is kept for the retention period configured for your workspace (24 months by default) and then deleted, and you can export your data at any time in JSON. When you delete data, a workspace or your account, or when this agreement ends, we delete the personal data concerned within 30 days, and from backups as they rotate, except where the law requires us to keep it.
• Audit. We make available the information needed to show that we meet these obligations (this section, the Privacy Policy and our subprocessor register) and, with reasonable notice and at most once a year unless a supervisory authority requires otherwise, allow audits at your cost, conducted so as not to disrupt the service or expose other customers' data.

15. Governing law

These terms are governed by Italian law, without regard to its conflict-of-law rules. Exclusive venue is the courts of Milan, Italy, except where mandatory law grants you a different forum.

16. Changes

We may update these terms as the product evolves. For material changes we will notify account holders by email at least 14 days before they take effect; continued use after that constitutes acceptance.

17. General

• These terms, together with the Privacy Policy, are the whole agreement between us about the service and replace any earlier discussions or descriptions.
• If a part of these terms is found unenforceable, the rest stays in force and that part applies to the fullest extent the law allows.
• Not enforcing a right on one occasion does not waive it.
• We may assign these terms to an affiliate or to a successor of the business, for example if the legal entity behind Sentriment changes; you may not assign them without our consent.
• Notices to you go to your account email address; notices to us go to hello@sentriment.com.
• These terms are written in English; if we provide a translation, the English version prevails.

18. Specific approval

Under Articles 1341 and 1342 of the Italian Civil Code, by accepting these terms you also declare that you have read and specifically approve the following sections: 2 (open beta, as is and as available), 5 (your responsibility for your data), 7 (acceptable use and suspension), 10 (warranties), 11 (limitation of liability), 12 (if your use causes a claim), 13 (suspension and termination), 15 (governing law and venue), 16 (changes) and 17 (assignment).

Questions? hello@sentriment.com