Terms of Service

1. Acceptance of Terms

By accessing or using NestFleet (“the Service”), you agree to be bound by these Terms of Service (“Terms”). If you do not agree to these Terms, you may not use the Service. These Terms apply to all users, including self-hosted deployments and users of the managed SaaS offering at nestfleet.dev.

2. Description of Service

NestFleet is an AI-native product operations platform that provides support case management, AI-assisted triage and replies, change request workflows, and knowledge base management for software products. The Service is offered in two forms:

• SaaS (nestfleet.dev): A managed hosted service operated by NestFleet.
• Self-Hosted (AGPL-3.0): Open-source software you may deploy on your own infrastructure under the terms of the GNU Affero General Public License v3.0.

3. User Obligations

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

• Use the Service to process data you do not have the right to process.
• Attempt to gain unauthorised access to any part of the Service or its infrastructure.
• Use the Service to send unsolicited communications or for any abusive purpose.
• Reverse-engineer or attempt to extract proprietary algorithms from the Service.
• Exceed usage limits associated with your plan tier.

4. Account Registration

To access the SaaS Service you must register an account. You are responsible for maintaining the confidentiality of your credentials and for all activity that occurs under your account. You must notify us immediately at [email protected] if you suspect any unauthorised use of your account.

5. Intellectual Property

The NestFleet platform is licensed under the GNU Affero General Public License v3.0 (AGPL-3.0). Source code is available at github.com/nestfleet/nestfleet. Your data remains yours — we do not claim ownership of content you input into the Service.

6. LLM API Usage

The Service uses third-party LLM providers (such as OpenAI, Anthropic, and Google) via API keys you supply. By providing an API key, you acknowledge that your data will be sent to the respective provider subject to their own terms and privacy policies. NestFleet encrypts stored API keys at rest.

7. Subscription and Billing

Paid plans are processed through Stripe. By subscribing to a paid plan, you authorise recurring charges to your payment method. Subscription cancellation takes effect at the end of the current billing period. Refunds are handled at our discretion — contact [email protected] for billing queries. Community tier features remain free with no time limit.

8. Disclaimer of Warranties

The Service is provided “as is” and “as available” without warranties of any kind, express or implied. NestFleet does not warrant that the Service will be uninterrupted, error-free, or free of harmful components. AI-generated content (triage decisions, auto-replies, PR drafts) is provided for informational purposes only and requires human review before acting upon it.

9. Limitation of Liability

To the maximum extent permitted by applicable law, NestFleet shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses resulting from your use of the Service.

10. Data Processing

Our data practices are described in the Privacy Policy. If you use the SaaS Service to process personal data on behalf of your customers, a Data Processing Agreement (DPA) will be made available. Contact [email protected] to request a DPA.

11. Termination

We reserve the right to suspend or terminate your access to the Service for violation of these Terms, with or without notice. Upon termination, your right to use the Service ceases immediately. Data export requests can be submitted to [email protected] within 30 days of termination.

12. Changes to Terms

We may update these Terms from time to time. We will notify registered users of material changes via email at least 14 days before they take effect. Continued use of the Service after changes take effect constitutes acceptance of the revised Terms.

13. Governing Law

These Terms are governed by the laws of the jurisdiction in which NestFleet is incorporated (to be specified upon legal entity registration). Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of that jurisdiction.

14. Contact

For questions about these Terms, contact us at [email protected].