Effective date: June 2026
These Terms govern business use of Pluno products provided by Unbrained GmbH, Schwindstr. 23, 84453 Mühldorf am Inn, Germany.
If an Order Form, signed agreement, or product-specific agreement says something different, that document controls for that customer.
These Terms apply to customers that are businesses, organizations, or other non-consumer users. They do not apply to consumers unless a Pluno product or checkout flow expressly incorporates them.
Only these Terms, the applicable Order Form, and any signed agreement apply. Customer terms that conflict with, differ from, or supplement these Terms do not apply unless Unbrained expressly agrees to them in writing. Accepting orders, providing Services, or referring to customer communications does not constitute acceptance of customer terms.
Customer is responsible for the acts and omissions of its affiliates, employees, contractors, end users, and other persons using the Services through Customer. Only Customer may assert rights of its affiliates under the agreement.
Activation of paid user accounts, paid software packages, or paid product access by Unbrained may constitute offer or acceptance of the relevant agreement.
"Customer" means the entity using Pluno under these Terms, an Order Form, checkout, or signed agreement. "Services" means Pluno software, APIs, integrations, support, implementation, training, migration, and related services. "Software" means Pluno or another SaaS product provided by Unbrained. "Customer Data" means data submitted to, connected to, made available to, or processed through the Services by or on behalf of Customer. "Order Form" means a written or electronic agreement describing Services, plans, fees, and commercial terms.
"Business Day" means Monday through Friday, excluding public holidays in Munich, Germany.
Pluno is provided as software-as-a-service on infrastructure operated by Unbrained or its providers. Customer receives remote access only; no source code, object code, copy, or delivery of the Software is owed.
The Software is optimized for current versions of major browsers, especially Google Chrome and Mozilla Firefox. Customer should use these browsers if other browsers cause malfunctions.
Unbrained may improve or change the Services, including by adding, changing, or removing features, provided the changes are reasonable and do not materially reduce the agreed core functionality. Unbrained will give reasonable advance notice of material changes where practicable.
Customer may create user accounts for employees, contractors, and affiliates as permitted by the relevant plan or Order Form. Accounts may have roles and access rights. Customer is responsible for all activity under its accounts and for keeping login credentials secure.
Support is available through the Software or by contacting support@pluno.ai. Free support does not owe final success of correction or handling. Paid support or professional services owe only the success expressly agreed by the parties before performance.
Implementation, setup, migration, training, or other professional services apply only if agreed separately and may be subject to additional fees. Upon request, Unbrained will make Customer Data available to Customer in a downloadable package within five Business Days, where technically feasible and legally permitted.
Support product. Customer may connect support platforms and operational tools such as Zendesk, Intercom, Slack, Jira, Linear, and similar systems. Customer is responsible for configuring integrations, permissions, customer notices, and lawful use of ticket, conversation, escalation, and knowledge data.
Troubleshooting Agent. Customer may allow the agent to fetch and process information through connected systems. Customer is responsible for the scope of connected systems and should not make secrets, credentials, or unnecessary sensitive data available to the agent.
Product Agent embedded B2B. Customer may embed Product Agent into its product through Pluno's SDK, widget, API, or custom UI. Customer is responsible for end-user notices, metadata it sends to Pluno, product permissions, and any actions Product Agent can take in Customer's product.
Community product. Customer may connect Discord or Telegram communities. Customer is responsible for where Pluno is installed, what channels or groups it can access, and any notices to community members.
Product Agent for consumers. Direct consumer use of the browser extension is not covered by the DPA and may be subject to separate consumer terms, checkout terms, or product notices.
Pluno products use AI. AI-generated answers, summaries, recommendations, classifications, code, or actions may be incomplete, inaccurate, or unsuitable for a particular situation. Pluno does not verify that AI-generated content is correct.
Customer is responsible for reviewing AI outputs before relying on them, sending them to end users, or using them for important decisions. Customer remains responsible for actions taken through connected systems, including actions prepared, suggested, or executed by Pluno.
Customer must not use Pluno for unlawful activity, abuse, credential misuse, circumventing technical restrictions, or high-risk uses that require legal, medical, financial, employment, credit, or similar professional judgment unless expressly agreed in writing.
Customer will reasonably support Unbrained in providing the Services and will use the Services only in compliance with law, these Terms, and any Order Form.
Unbrained has no obligation to monitor Customer's use, but may monitor and prohibit use that Unbrained reasonably believes violates the agreement or may give rise to such an allegation.
Customer retains all rights in Customer Data. Customer grants Unbrained the rights needed to provide, secure, maintain, analyze, and improve the Services, and to process Customer Data according to these Terms, the applicable Order Form, and the DPA.
Unbrained does not train, retrain, or fine-tune AI or machine-learning models on Customer Data or data derived from it. Customer Data is processed only as necessary to provide, maintain, secure, and improve the Services.
Analytics for product improvement use aggregated or anonymized data that does not identify Customer or individuals. Customer may object to such analytics by email to support@pluno.ai or inside the Software. If Customer objects, Customer accepts that the Services may be available only with limited functionality.
Unbrained may use aggregated and anonymized data to develop features, make recommendations, analyze product usage, and otherwise exploit such data at its discretion, provided the data does not identify Customer or individuals.
Unbrained may identify Customer as a customer and use Customer's name and logo in marketing unless Customer objects in writing.
Subject to the agreement, Unbrained grants Customer a limited, non-exclusive, non-transferable, non-sublicensable right to access and use the Software via the internet during the term, for Customer's internal business purposes and at the locations or entities covered by the relevant Order Form. Third parties have no right to use the Software unless agreed.
Fees are set out in the applicable Order Form, checkout, or pricing plan. Unless stated otherwise, fees are net of VAT and payable within 14 days of invoice date.
If Customer is in payment default, Unbrained may charge default interest of nine percentage points per year above the applicable base rate unless higher damages are proven. Unbrained may suspend Services while Customer is overdue unless suspension would be unreasonable, for example because the overdue amount is relatively low.
If Customer remains overdue after a reasonable grace period, or if there are justified doubts about Customer's solvency or creditworthiness, Unbrained may make all claims from the business relationship immediately due, without limiting other rights.
Unbrained may adjust recurring fees for future periods with at least four weeks' notice to compensate for personnel, usage, and other cost increases. If an increase is more than 5%, Customer may object within two weeks after notice; if Customer objects in time and form, the agreement continues on the previous terms.
Customer may set off only with undisputed, legally established, or reciprocal claims. Customer may exercise retention rights only for undisputed, legally established, or same-contract claims.
The term and ordinary termination rights are set out in the applicable Order Form or checkout. The agreement may be terminated only as a whole; partial termination is excluded unless expressly agreed.
Either party may terminate for cause where legally permitted. If Customer exceeds the agreed scope of use or otherwise breaches the agreement and continues the breach after one written reminder from Unbrained, Unbrained may terminate for cause without notice and claim the fees for any remaining minimum subscription period.
After termination, Unbrained will delete Customer Data within 30 days or earlier upon written request, unless legal retention duties, backups, security needs, or the DPA require or permit longer retention.
Except for providing access to the Software, the Services are services under Sections 611 et seq. BGB and do not owe a specific work result unless expressly agreed. During the term, Unbrained warrants that the Software substantially has the agreed quality, that access in the agreed scope does not infringe third-party rights, and that the Software meets the agreed availability.
Unbrained will use reasonable efforts consistent with prevailing industry standards to provide the Services in a manner that minimizes errors and interruptions, and will perform the Services in a professional and workmanlike manner.
The agreed quality is determined only by the agreement and Order Form. Public statements, advertising, or employee statements do not define quality unless Unbrained management expressly confirms them in writing. Unbrained gives no guarantees and assumes no procurement risk unless expressly agreed in writing.
Minor deviations, minor malfunctions, and impairments that do not materially affect reasonable usability are not defects. Warranty rights are excluded if Customer fails to report a defect within two weeks after first detection with information on appearance and reproducibility, exceeds the right of use, modifies the Software, permits third-party modifications, or uses the Software improperly.
If a defect is caused by third-party software, including open-source software, Customer may assert Unbrained's rights against that third party where legally and contractually possible.
Unless an Order Form states otherwise, Unbrained warrants 97% availability for the Support product. Maintenance announced at least two days in advance by email or in the Software, emergency maintenance needed to protect data, minor functional deficits, third-party outages, supplier or utility failures, and causes outside Unbrained's reasonable control do not count as availability breaches.
If the Support product availability rate is breached for more than two consecutive calendar months, Customer may terminate without notice and receive unused credits for annual fees paid in advance. For other Software defects, Unbrained will use reasonable efforts to remedy them. Customer may terminate for cause only if Unbrained fails to remedy a material defect within a reasonable time despite two written reminders with reasonable deadlines.
For free trials, demos, or unpaid access, only the statutory warranty and liability rules for free services, including Sections 599 and 600 BGB where applicable, apply. In particular, Unbrained gives no warranty for free access.
For slight negligence, each party is liable only for breach of material contractual duties and only for foreseeable damages typical for the contract. This does not apply where liability cannot be limited by law, including injury to life, body, or health, mandatory product liability, GDPR liability, fraud, guarantees, procurement-risk assumptions, or default.
Unbrained is not liable for lost profits, lost production, business interruption, loss of use, financing expenses, third-party contractual claims, or consequential financial losses.
Liability for slight negligence is capped at the fees paid and payable for the calendar year in which the damaging event occurred. The cap applies to all damages in that year and damages based on that event.
Damage claims against Unbrained, its employees, or agents become time-barred two years after they arise, except for claims that cannot be limited by law. Unbrained is not strictly liable for defects existing at contract conclusion. Liability limitations also apply for the benefit of Unbrained's employees, agents, and subcontractors.
Customer will indemnify Unbrained against third-party claims, damages, expenses, and reasonable legal defense costs arising from Customer's unlawful use of the Services, Customer Data, connected systems, affiliates, or breach of the agreement.
For free access, Unbrained is not liable for simple negligence except where liability cannot be limited by law.
Each party will keep the other party's confidential information confidential and use it only to perform the agreement. Confidential information includes pricing, credentials, Customer Data, business secrets, pre-contractual information, and information marked or reasonably understood as confidential.
Confidential information may be disclosed only to employees, contractors, affiliates, and advisors on a need-to-know basis who are bound by confidentiality, or where disclosure is required by law or authority. In the latter case, the disclosing party must, where legally permitted, notify the other party and limit the disclosure as much as reasonably possible.
Confidentiality duties do not apply to information that is public without breach, already known without confidentiality obligation, independently developed without use of confidential information, or lawfully received from an authorized third party.
After termination and upon written request, each party will return or destroy confidential information, including copies and storage media, where feasible with reasonable effort, and confirm this to the other party. Legal retention duties remain unaffected. Confidentiality duties continue for five years after the agreement ends.
The DPA applies to personal data processed by Unbrained on behalf of Customer and prevails over these Terms in case of conflict for such processing.
Email is sufficient for written or text-form requirements unless a stricter form is expressly required. Termination notices must be signed and sent by postal mail or as a scan by email unless another valid process is agreed.
Deletions, changes, and amendments require text form unless a stricter form is required. Unbrained may amend or supplement the agreement if Customer is not disadvantaged contrary to good faith. Amendments are announced in text form and deemed accepted if Customer does not object in writing within one month after notice, provided Unbrained clearly informs Customer of this consequence.
If any provision is invalid or unenforceable, the remaining provisions remain effective. The parties will replace the invalid or unenforceable provision with a valid provision that comes as close as possible to the legal and economic purpose. The same applies to gaps.
These Terms are governed by German law, excluding CISG. Place of performance is Munich, Germany. The courts of Munich, Germany have exclusive jurisdiction, without limiting Unbrained's right to sue Customer or its affiliates at their general place of jurisdiction.
The German version controls over the English version unless the parties expressly agree otherwise in an Order Form or signed agreement.