Terms and Conditions of Service

These Terms and Conditions ("Terms") govern access to and use of the Kadeon service ("Service"), provided by STS Lab SRL, P.IVA 02009010477, Firenze (FI), Italia ("Provider"). By registering or using the Service you fully accept these Terms.

1. Subject matter

The Service is an intelligent document management platform that enables:

• Automatic acquisition of emails and attachments via IMAP from connected mailboxes;
• AI-assisted extraction of structured data from documents (invoices, orders, delivery notes, etc.);
• Human review ("frontier") and validation of extracted data by authorised operators;
• Export and/or dispatch of validated data to third-party systems via API;
• Management of document identities (SDI codes, trusted senders, routing);
• Optional integration with the WhatsApp Business channel for document routing notifications;
• Consumption analytics, quota monitoring and audit log.

Features may vary depending on the subscribed plan.

2. Account and access

• To use the Service you must create an account with accurate and up-to-date information.
• You are responsible for the confidentiality of your credentials and all activity carried out through your account.
• The Provider may require email address verification before activating certain features.
• Three roles are available: operator (review and validation of documents), tenant_admin (complete administration of the tenant account), superadmin (platform management, reserved to the Provider).
• The tenant_admin is responsible for the correct assignment and management of roles for any operators added to the account.

3. Plans, usage and payments

3.1 Available plans

• Free: limited plan with monthly quotas (tokens, documents, storage) defined in the rate card on the pricing page. Some features may not be available.
• Pro: paid plan (monthly/quarterly/annual billing) with extended quotas and access to all standard features.
• Enterprise: custom plan with negotiated quotas, dedicated SLA, priority support and any specific integrations.
• Pay-per-use: metered plan billed monthly based on actual consumption (tokens, documents, storage) without fixed quotas.

3.2 Add-ons

Additional consumptions (token packs, storage packs, WhatsApp channel activations) may be purchased separately as one-time payments, regardless of the subscribed plan.

3.3 Billing and payment

• Payments are processed through Stripe. By entering payment details you authorise Stripe to charge the amounts due for the subscribed plan/period.
• In the event of payment failure, the Provider sends a notification to the account email address and applies a grace period during which the Service remains active. After the grace period, the account may be suspended.
• Suspended accounts can be reactivated by regularising the payment. The Provider reserves the right to permanently close accounts that remain suspended for prolonged periods.
• Invoices are available in the billing section of the platform.

3.4 Quota overruns

Exceeding the limits of the subscribed plan may result in:

• Temporary blocking of certain features (document ingestion, AI processing) until the next cycle or until a higher plan is activated;
• Proportional billing of overages, depending on the plan configuration.

4. Plan upgrades and downgrades

4.1 Upgrade with immediate proration

• Moving to a higher plan is available immediately from the billing section.
• If the customer already has an active Stripe subscription, the upgrade is applied immediately with proration: the Stripe platform automatically calculates the credit for the unused days of the current plan and charges only the net difference for the remaining period of the current billing cycle. The new plan's higher limits come into effect immediately upon confirmation.
• If the customer does not yet have a subscription (Free plan), the upgrade initiates a new Stripe subscription with a full charge for the selected period.

4.2 Downgrade scheduled at end of cycle

• Moving to a lower plan (including the Free plan) is scheduled for the end of the current billing cycle and does not take effect immediately.
• Data and existing records are fully preserved after the downgrade. The limits of the new lower plan apply from the start of the next cycle; certain features or resources that exceed those limits may no longer be accessible.
• No refund is provided for the unused days of the current cycle following a downgrade.
• If a Stripe subscription is active, it is automatically cancelled at the end of the period when the downgrade is confirmed.
• Downgrade is irreversible once confirmed. There is no cooling-off period after acceptance.
• Before confirming, the customer must explicitly accept the downgrade conditions by ticking the appropriate checkbox in the Service interface.

4.3 Refunds

• The Provider does not issue automatic pro-rata refunds for unused days of a billing cycle following plan changes or voluntary cancellation.
• Exceptional refunds (partial or total) may be granted at the sole discretion of the Provider upon written request to info@stslab.it, within 14 days of the relevant charge, where there are demonstrable technical faults attributable to the Provider.
• Refunds are processed via Stripe to the original payment method.
• Credit notes ("credito Stripe") may be issued in lieu of cash refunds, to be applied to subsequent invoices, where the customer so prefers.

5. Document identity management

• Customers can create and manage document identities (company names, SDI codes, routing configurations) to enable precise matching of incoming documents.
• Depending on the plan, document identities may be created directly by the tenant_admin or must be requested and approved by the Provider (operator model).
• The Provider reserves the right to reject identity requests that are incomplete, contradictory or in violation of applicable regulations.
• The customer is solely responsible for the accuracy of the data entered (SDI codes, VAT numbers, company names) and for compliance with the applicable regulations on document receipt and electronic invoicing.

6. Mailbox connections

• Customers can connect email mailboxes via IMAP. IMAP credentials (host, username, password) are stored encrypted at rest and never exposed in clear text.
• The customer is responsible for owning the mailboxes connected and for complying with the terms of use of the relevant email providers.
• The Service performs polling of connected mailboxes to acquire new emails. Polling frequency may vary depending on the plan.
• The Provider is not responsible for emails not acquired due to configuration errors, provider restrictions or third-party technical failures.

7. WhatsApp Business integration

• If enabled for the account, the WhatsApp Business Bridge allows document routing notifications to be sent via WhatsApp channels configured by the customer.
• Use of the WhatsApp integration requires a WhatsApp Business API token (Meta for Developers), of which the customer is the exclusive owner and which is not included in any Kadeon plan.
• The customer is responsible for compliance with Meta's Terms of Service for WhatsApp Business and for any restrictions applicable to the messages transmitted.
• The Provider does not record the content of WhatsApp conversations; the Bridge is used exclusively for notification routing.

8. Acceptable use

You agree:

• Not to use the Service for unlawful purposes or in violation of these Terms;
• Not to attempt to compromise the security, integrity or availability of the infrastructure;
• Not to use the Service to process content that infringes third-party intellectual property rights or constitutes spam, fraud or phishing;
• To process personal data of third parties in compliance with applicable law (including GDPR), including signing the Data Processing Agreement (DPA) where required;
• Not to exceed the quotas of the subscribed plan through artificial workarounds.

Violation of these obligations may result in immediate suspension of the account without refund.

9. Customer content and data

• You retain ownership of the content you upload or that is acquired from your mailboxes (emails, attachments, extracted data).
• You grant the Provider a limited licence, necessary to deliver the Service (processing, storage, transmission).
• You are responsible for the lawfulness of the content processed, for compliance with GDPR with respect to your data subjects, and for the accuracy of data entered in the platform.
• The Provider does not claim rights to your data and does not use it for purposes other than delivering the Service and improving it in aggregate and anonymised form.

10. AI processing and external cloud providers

The Service uses a local (on-premise) AI engine as the primary provider for extracting data from documents. To ensure operational continuity, load balancing and failover, the system may transmit content to AI providers on external cloud servers. This feature is active by default and can be disabled at any time through the tenant's AI configuration panel.

• Use of the external AI cloud fallback requires a personal Anthropic Claude API key (Individual plan), owned exclusively by the customer and not included in any Kadeon plan.
• The customer is responsible for accepting the external provider's terms of use and for the suitability of the content transmitted.
• When the fallback is active, documents transmitted to the external provider are subject to that provider's data processing policies. The Provider is not liable for processing carried out by third-party providers.
• If the fallback is disabled from the AI panel, no content is sent to external servers: processing takes place exclusively on the Provider's servers in Italy.

11. Support

• Support is provided via the in-app chat (ticketing system) accessible from the "Support" section of the dashboard.
• The support team's response times vary depending on the subscribed plan and the operator's availability status (online/busy/offline).
• Enterprise plans may include guaranteed SLA and dedicated support channels.
• Technical support does not cover problems attributable to third-party configurations (email providers, ERP systems, Anthropic APIs) or to improper use of the Service by the customer.

12. API access

• The Service exposes RESTful APIs for integration with third-party systems (ERP, management systems, custom clients).
• API access is subject to the rate limits of the subscribed plan. Systematic exceeding of rate limits may result in temporary blocking.
• API keys and JWT tokens must be kept confidential by the customer.
• API documentation is available at /api-docs.

13. Intellectual property

The software, interface, trademarks, documentation and any component of the Service remain the exclusive property of STS Lab SRL. Use of the software is governed by the related Software Licence Agreement (EULA). It is forbidden to decompile, reverse engineer, copy or distribute components of the Service without prior written authorisation.

14. Availability and maintenance

• The Provider strives to guarantee continuous service without undertaking an SLA guarantee for standard plans.
• Scheduled maintenance windows will be communicated in advance where possible, via email notification or in-app notice.
• The Provider is not responsible for unavailability caused by events of force majeure, connectivity problems of the customer's ISP, or failures of third-party services (Stripe, Anthropic, Meta, email providers).

15. Suspension and termination

• The Provider may immediately suspend or terminate the account in case of: violation of these Terms; non-payment after the grace period; abusive use of the platform; request by judicial or regulatory authorities.
• The customer may terminate the Service at any time by contacting support or via the account settings. Amounts due up to the date of termination remain payable.
• Upon termination, the customer has 30 days to export their data before it is permanently deleted.

16. Limitation of liability

To the fullest extent permitted by law, the Provider is not liable for: indirect, consequential or incidental damages; loss of data or profits; interruption of business activity. Total liability towards the customer is limited to the amounts paid for the Service in the 12 months preceding the event giving rise to the claim. These limitations do not apply in cases of fraud or gross negligence on the part of the Provider.

17. Governing law and jurisdiction

These Terms are governed by Italian law. For disputes between traders (B2B), the competent court is that of the registered office of STS Lab SRL, unless otherwise agreed. Mandatory consumer-protection rules remain applicable where the customer qualifies as a consumer under Italian law.

18. Amendments

The Provider may update these Terms. Changes will be communicated with at least 15 days' notice via email or in-app notification for substantial changes. Continued use of the Service after the effective date of the changes constitutes acceptance. If you do not accept the changes, you may terminate the Service within the notice period.