Self-serve service terms

Version 2026-10-03-self-serve · 3 October 2026

These terms are between Thinking Systems, LLC, a Wyoming limited liability company ("we"), and the organisation subscribing to Tellhaven ("you"). By accepting, you confirm that you are authorised to act for that organisation. A separately signed order or customer agreement takes priority over these terms.

The service

Tellhaven provides participant conversations, an organisation dashboard, AI follow-up questions, translation, summaries, risk flags, cases and two-way replies. You configure your sites, questions and reviewers. Support is by email at support@tellhaven.com; we aim to respond within two business days. Custom rollout planning is agreed separately.

We provide the service with reasonable care and skill. We do not guarantee uptime, uninterrupted operation or error-free AI output. We will not materially reduce the core ability to raise concerns, read them and reply during a paid period without your agreement, except under the fair-use limits below.

Fair use. Each paid site includes AI processing for normal use. To protect the service from runaway or abusive use, a single conversation ends after 30 participant messages, and an organisation whose AI processing in a calendar month exceeds a limit set well above normal use pauses new conversations until the next month. We monitor usage and aim to contact you before you reach the limit. Your dashboard, existing conversations, cases and replies remain available.

Price and payment

The standard price is US$149 per site per month, plus applicable taxes, with no setup fee. A site is one physical operating location, not each QR code, department or shift. The number of paid sites and total are shown before you subscribe.

Your card is charged through Stripe when you subscribe and automatically each month until cancellation takes effect. There is no automatic free trial. Creating an account or trying the public demo does not start a subscription.

Buying more site capacity requires your confirmation of the prorated charge and new monthly total. Extra capacity is available only after payment succeeds. Reductions cannot take paid capacity below sites still in use; contact us to retire a site with existing data. We do not charge extra simply because you create another QR code.

If payment fails or paid access expires, new participant conversations are paused until payment is resolved. Your dashboard and existing records remain available. We do not automatically delete data for non-payment. Contact us if you need help recovering access.

We give at least 30 days' notice of price changes, which take effect no earlier than your next renewal after that notice. You can cancel before the change applies.

Cancellation

You can cancel renewal in Settings → Billing. Self-serve cancellation takes effect at the end of the current paid billing period. You can undo scheduled cancellation before then. There is no minimum term beyond the paid month. Separate invoiced contracts keep the notice period agreed in their order.

Fees for a paid period are not normally refunded. If we materially breach these terms and do not fix the breach within 30 days of written notice, you may terminate and receive a refund of the unused prepaid period. The same remedy applies if you reasonably object to a new data processor and we cannot resolve the objection. Statutory consumer rights are not excluded.

Your responsibilities

You tell participants who can read and respond to their concerns, provide any additional notices the law requires, choose your reviewers and act on concerns. Staff accounts require two-factor authentication. Do not share accounts or use the service unlawfully, to retaliate against participants, or to access another organisation's information.

Tellhaven is not an emergency service. Nobody at Thinking Systems monitors conversations on your behalf. If someone may be in danger, they must contact emergency services or your organisation directly. Keep an alternative reporting route available.

We do not ask participants for their names, but their words may identify them. You must make this clear to participants. We do not currently offer it as a statutory whistleblower channel. AI can be wrong or miss a risk; your reviewers make decisions and should read the person's own words.

Data and confidentiality

You own client data. You decide why it is processed; we process it to provide and support Tellhaven. We do not sell it, use it for advertising or use it to train AI models. Each party keeps the other's confidential information confidential, except where it is public, independently obtained or disclosure is legally required.

Data is stored at Hetzner in Finland. Conversation text is sent through OpenRouter to AI endpoints configured for zero data retention and no training collection. Staff emails are sent through Resend; billing is handled through Stripe. We provide our security overview, processor list and data processing agreement on request.

Operational staff may access data only as needed to run or support the service, investigate a security issue or comply with law. Measures include HTTPS, two-factor authentication, access checks and a database not exposed to the internet. Full-disk encryption is not currently enabled; backups are on the same server. We notify you of a known unauthorised-access incident without undue delay and within 72 hours.

We give at least 30 days' notice before adding a processor handling client data. We refer participant privacy requests to your organisation where lawful and help you respond.

Data is retained until you ask for deletion. Cancellation alone does not delete it. On request, we provide conversations and cases in a common machine-readable format and delete requested client data within 30 days. Deleted data expires from backups within 90 days. If the agreement is terminated rather than just renewal cancelled, request export within 30 days; we delete client data within 60 days after termination.

Ownership and liability

We own Tellhaven's software, design and name. You grant us the rights needed to process your data for the service. Apart from the commitments above, the service is provided as is; we do not guarantee business outcomes or AI accuracy.

To the extent permitted by law, each party's total liability is limited to fees paid or payable for the preceding 12 months. Neither party is liable for indirect or consequential loss, lost profits or revenue. These limits do not apply to payment obligations, fraud or liability that cannot legally be limited. We are not responsible for what participants write or your organisation's decisions about concerns.

General

Wyoming law governs these terms, with non-exclusive jurisdiction in Wyoming courts, subject to mandatory rights that apply where you live. Email is sufficient for notices. These terms and any agreed order are the agreement; if an order conflicts, the order governs. Changes other than notified fees and processors require agreement. Neither party is liable for events beyond its reasonable control, except payment obligations.

Questions or notices: support@tellhaven.com. Thinking Systems, LLC, 2093 Philadelphia Pike, Claymont, DE 19703, USA.