Terms of Service
Knorra Terms of Service
Effective date: 2026-05-19 Last updated: 2026-05-15
The short version
These are the terms you agree to when you use Knorra. The big ones:
- You're renting Knorra, not buying it. Your subscription gives you the right to use the product while you pay.
- You stay in control of your data. We process it on your behalf, by your instructions, and you can take it back or delete it at any time.
- We charge per user per month. You pay in advance. We don't auto-renew you onto a higher tier without your consent.
- We can't promise the product is perfect. We try hard, but no software is. We cap our liability the way every B2B SaaS does, and we ask you to use the product in good faith.
- If we mess up, you have rights. Service credits, termination, the lot.
Below is the legal substance. Each section starts with the practical meaning so you can skim.
1. The agreement
This agreement is between NEXTGEN SOFTWARE LTD (company number 14613977, registered office: 85 Great Portland Street, London, England, W1W 7LT), trading as Knorra ("we," "us," "our," "Knorra"), and the legal entity that subscribes to Knorra ("you," "your," "Customer").
If you accept these terms on behalf of an organisation, you confirm you have the authority to do so. If you don't have that authority, do not accept these terms.
Connected documents that are part of this agreement:
- The Privacy Policy — how we handle personal data
- The Data Processing Agreement — your appointment of us as your data processor (effective at full product launch)
- The Acceptable Use Policy — what you can't use Knorra for (effective at full product launch)
- The Sub-processor List — the vendors we use
By accepting these terms (clicking the checkbox at sign-up, or by using the service after these terms come into effect), you accept all of the above that are then in force.
2. Definitions
| Term | Meaning |
|---|---|
| Customer Content | All content you (or your Members) upload, connect, or otherwise make available to Knorra, including content Knorra reads from your connected sources |
| Findings | The duplicates, stale items, recurring questions, and other detections Knorra surfaces to you |
| Member | An individual user authorised by you to access Knorra under your subscription (typically an employee or contractor) |
| Source | An external system (Jira, Confluence, Slack, Google Workspace, Microsoft 365, etc.) you connect to Knorra |
| Subscription | Your paid right to use Knorra for the term you've selected (monthly, annual, or bespoke) |
| Trial | A time-limited free evaluation period |
3. Your account
3.1 Creating an account
You need a valid work email and authority to bind your organisation. We may decline to create accounts in our sole discretion. Account information must be accurate; you keep it up to date.
3.2 Members and seats
You buy a number of seats. Each Member is one seat. You can add or remove Members at any time from your settings. Billing changes apply on your next invoice (see §5).
You're responsible for what your Members do under your subscription. You're responsible for the security of their credentials. If you suspect compromise, contact security@knorra.ai immediately.
3.3 Owners and Admins
The first person to sign your organisation up becomes the Owner. Owners and Admins (assigned by Owners) can connect Sources, manage billing, and add/remove Members. Members cannot.
Knorra cannot resolve disputes between people in your organisation about who has access to what. If you ask us to remove an Owner or Admin, we'll require evidence that the request comes from someone with authority to make it.
4. The trial
4.1 What you get
The 3-day free trial gives you full functional access to the tier you sign up for, with one restriction: we sync only the last 7 days of source data. No credit card is required.
4.2 What happens at the end
At the end of the trial, you either subscribe or your account is purged.
- If you subscribe: we begin a full backfill of your source data from the date the data was created (subject to provider API limits).
- If you don't: all Customer Content we ingested during the trial is permanently deleted within 7 days. Findings, embeddings, summaries — all gone. We retain only the account record (name, email, organisation) for 90 days in case you change your mind, then that's deleted too.
4.3 Trial limits
You may take only one trial per organisation. Multiple trials by different Owners of the same legal entity will be detected and not honoured.
5. Subscriptions, fees, and payment
5.1 Pricing
Current pricing is published at knorra.ai/pricing. We charge per user per month (or per user per year for annual subscriptions).
5.2 Currency and tax
We bill in GBP. We charge VAT where required by UK law. If you're a business outside the UK, you may need to handle reverse-charge VAT — we'll issue invoices that support this.
5.3 Payment
Payment is by card, processed via Stripe Payments Europe Ltd. Monthly subscriptions are charged in advance each month. Annual subscriptions are charged in advance for the full year, with the discount published on our pricing page.
5.4 Failed payment
If a payment fails:
- Day 1: we retry and email you
- Day 3: we retry again, email again
- Day 7: account moves to "read-only" — your Members can still see existing data but no new Findings are generated
- Day 14: account is suspended; no access
- Day 30: Customer Content is purged
You can re-subscribe at any point before Day 30 to restore everything. After Day 30, your data is gone and re-subscription starts fresh.
5.5 Refunds
We don't refund partial months. If you cancel mid-month, you keep access until the end of the period you've paid for. If we materially fail to provide the service (see §11), you may be entitled to a service credit or refund.
5.6 Price changes
We may change prices. If we do:
- For monthly subscriptions: at least 30 days' notice; the new price applies from your next renewal
- For annual subscriptions: the new price applies on your next annual renewal; existing annual term is honoured at the old price
If you don't accept a price change, you can cancel before it takes effect with no penalty.
5.7 Bespoke contracts
Customer organisations above 300 employees, or with specific procurement or compliance requirements, are handled under a separate negotiated agreement, not these standard terms. Contact sales@knorra.ai.
6. The licence we give you
While your subscription is active and in good standing, we grant you a non-exclusive, non-transferable, non-sublicensable right to use Knorra for your internal business purposes, subject to these terms.
You can have as many Members as you've paid seats for. You can connect as many Sources as your tier allows.
7. What you can't do
You can't:
- Use Knorra outside the scope of your subscription
- Resell, sub-licence, or otherwise make Knorra available to anyone outside your organisation
- Reverse-engineer, decompile, or attempt to extract our source code, models, or trade secrets (security research is a separate matter — see the AUP when it takes effect at full product launch)
- Use Knorra to violate any law, including data-protection law, intellectual-property law, or the law of any jurisdiction Knorra operates in
- Connect Sources you don't have authority to connect (e.g., your employer's Jira without your employer's permission)
- Misuse our APIs (rate limits, scraping, etc.)
- Send abusive, defamatory, or harassing communications via Knorra Bot or notifications
- Use Knorra to build a competing product
The full list of restrictions is in the Acceptable Use Policy (effective at full product launch).
If we suspect you're breaching this section, we may suspend your access immediately and investigate. Confirmed breaches may result in termination without refund (see §13).
8. Your Customer Content
8.1 You own your data
You own everything you upload, connect, or generate via Knorra. We claim no ownership of Customer Content.
8.2 You give us a licence to process it
You grant us a worldwide, non-exclusive, royalty-free licence to process your Customer Content solely for the purpose of operating and providing Knorra to you. This licence:
- Lasts only as long as we need to provide the service
- Ends within 30 days of your subscription ending (subject to statutory retention periods — see Privacy Policy)
- Does not include any right to use your content for our marketing, AI training, advertising, or any other purpose
8.3 You are responsible for your Customer Content
You confirm that:
- You have all necessary rights and permissions to make your Customer Content available to Knorra
- Your Customer Content does not infringe any third party's rights
- Your Customer Content complies with applicable laws
- You have provided any required notices to and obtained any required consents from individuals whose personal data is in your Customer Content (including your employees and your customers' people)
If a third party claims your Customer Content violates their rights, you'll defend us — see §15 on indemnification.
8.4 Data processing
Where Customer Content includes personal data, we process it as your processor under the Data Processing Agreement (effective at full product launch). Until that takes effect, processing of any personal data captured during the pre-launch period (e.g., launch-notification email addresses) is governed by the Privacy Policy.
9. Findings
Findings (the surfaced duplicates, stale items, recurring questions, etc.) are generated by Knorra from your Customer Content. Findings are part of your Customer Content — you own them.
We make no guarantee that Findings are correct. They are AI-generated probabilistic outputs. The product surfaces them with confidence scores; we encourage you to verify before acting on any Finding. We are not liable for actions you take (or don't take) based on a Finding.
10. Our intellectual property
We own Knorra. This includes:
- The Knorra software (frontend, backend, AI models, infrastructure)
- The Knorra brand, name, logo
- Our documentation
- Any improvements, modifications, or new features we develop, even if inspired by your feedback
If you give us feedback (feature requests, bug reports, suggestions), you grant us a perpetual, irrevocable, royalty-free licence to use that feedback to improve Knorra. We don't owe you anything for feedback; you have no claim on improvements that incorporate it.
You may use our brand assets (logo, name) only with our written permission, except to identify us as a vendor in the ordinary course of your business.
11. What we promise
11.1 Service availability
We target 99.5% uptime measured monthly, excluding planned maintenance (which we'll announce in advance where possible).
If we fall below this, you may be entitled to service credits:
| Monthly uptime | Service credit (% of monthly fee) |
|---|---|
| 99.0% – 99.5% | 5% |
| 95.0% – 99.0% | 15% |
| Below 95.0% | 30% |
To claim a service credit, email support@knorra.ai within 30 days of the affected month. Credits are applied to your next invoice; we don't issue cash refunds for service credits.
11.2 Status page
Our status page is at status.knorra.ai. Incidents are posted as soon as we detect them.
11.3 What's not covered
The uptime commitment does not cover:
- Outages caused by Customer Content or your misuse of the service
- Outages caused by third-party providers (the Source APIs you've connected, your ISP, etc.)
- Force majeure events (see §17)
- Planned maintenance announced in advance
12. Disclaimers and warranties
12.1 The legal substance
Except as explicitly stated in §11, Knorra is provided "as is" and "as available." To the maximum extent permitted by applicable law, we disclaim all warranties (express, implied, statutory) including merchantability, fitness for purpose, non-infringement, and accuracy of Findings.
12.2 What this means in practice
We work hard to make Knorra accurate, secure, and reliable. But:
- AI outputs (Findings, summaries, suggestions) are probabilistic and may be wrong
- We can't promise the product will meet every specific need you have
- We can't promise the product is uninterrupted or error-free
- We can't promise compatibility with every third-party tool
You use Knorra at your own risk. Always verify high-stakes Findings before acting on them.
12.3 What we don't disclaim
Nothing in this section excludes or limits any liability that can't be excluded under UK law, including:
- Liability for death or personal injury caused by our negligence
- Liability for fraud or fraudulent misrepresentation
13. Limitation of liability
13.1 What we cap
To the maximum extent permitted by law, our total aggregate liability to you (across all causes of action and all claims combined) is capped at the greater of (a) £100, or (b) the total fees you've paid us in the 12 months immediately before the claim.
13.2 What's excluded entirely
Neither party is liable to the other for:
- Indirect or consequential losses
- Loss of profits, revenue, or anticipated savings
- Loss of business opportunity or goodwill
- Loss of data (we'll try to recover; we make no guarantee)
- Punitive or exemplary damages
13.3 Reasonable allocation
You and we both agree this limitation is reasonable given the price of the service. If you need higher liability caps, you can negotiate a bespoke contract.
14. Confidentiality
Each party will treat the other's non-public information (pricing, business plans, technical details, internal processes) as confidential. We won't disclose your confidential information to anyone except:
- Our employees, contractors, and sub-processors who need it to provide the service and are bound by confidentiality
- As required by law, court order, or regulatory authority (we'll notify you first where lawful)
Customer Content is governed by the Data Processing Agreement (when in effect) and the Privacy Policy, not this section.
15. Indemnification
15.1 You defend us
You'll defend us (and pay our legal costs and any settlements or judgments) against any third-party claim arising from:
- Your Customer Content (including any claim that your content infringes a third party's rights, or that you didn't have authority to share it with us)
- Your use of Knorra in breach of these terms
- Your violation of any law
15.2 We defend you
We'll defend you against any third-party claim that Knorra itself (excluding your Customer Content) infringes that party's intellectual-property rights. Our maximum liability for this defence is capped per §13.1.
15.3 How indemnification works
The party seeking indemnification must (a) promptly notify the other in writing of the claim, (b) give the other party sole control of the defence and settlement, and (c) cooperate reasonably.
We won't settle any claim that admits your liability or requires you to pay anything without your consent.
16. Term and termination
16.1 How long this lasts
This agreement runs for as long as you have an active subscription, plus any post-termination periods explicitly stated (e.g., the 30-day data retention period — see Privacy Policy).
16.2 You can cancel any time
You cancel from your settings. Cancellation takes effect at the end of your current billing period (monthly or annual). No refunds for partial periods.
16.3 We can terminate for cause
We can terminate immediately, without refund, if:
- You materially breach these terms and don't fix the breach within 14 days of our notice (or immediately if the breach is uncurable, like a fundamental AUP violation)
- You're insolvent, in liquidation, or you've stopped trading
- We're required to terminate by law or by court order
- Your use of Knorra creates legal risk to us or to other customers
16.4 We can terminate for convenience
For monthly subscriptions, we can terminate with 30 days' notice, no reason required, by email. We'll refund any prepaid fees for the period after termination. For annual subscriptions, we can terminate at the next renewal with 30 days' notice.
In practice we rarely do this — we'd much rather have you as a customer.
16.5 What happens at termination
- Your access ends at the effective date of termination
- Your Customer Content is purged per the Privacy Policy
- You can export your data before termination (Settings → Export)
- Sections that are intended to survive termination (IP, liability caps, confidentiality, indemnification, dispute resolution) survive
17. Force majeure
Neither party is liable for failures or delays caused by events outside its reasonable control: natural disasters, war, terrorism, pandemics, government action, internet outages, major third-party provider outages.
If a force majeure event continues for more than 30 days, either party may terminate this agreement with no further liability.
18. Changes to these terms
We may update these terms as the product evolves or as the law changes. For material changes (changes that adversely affect your rights, raise prices, or change how we process Customer Content), we'll:
- Email every Owner at least 30 days before the change takes effect
- Post the new terms with a new "Effective date" at the top
- Give you the right to terminate without penalty if you don't accept the change
For minor changes (typos, clarifications, link updates), we publish the new version. The version history is available on request.
If you keep using Knorra after a material change takes effect, you accept the new terms. If you don't accept, cancel before the effective date.
19. Governing law and disputes
19.1 Law
These terms are governed by the laws of England and Wales.
19.2 Jurisdiction
You and we agree to the exclusive jurisdiction of the courts of England and Wales for any dispute. If you're a consumer (you almost certainly aren't — Knorra is for businesses), your local consumer rights apply on top.
19.3 We talk first
Before either of us starts legal proceedings, we'll spend at least 30 days trying to resolve the dispute by direct discussion. Either party can request mediation; the other party will consider it in good faith but is not obliged to participate.
20. General
20.1 Entire agreement
These terms, the Privacy Policy, the DPA (when in effect), the AUP (when in effect), and the order form (if any) are the entire agreement between us. They supersede any prior agreements, promises, or understandings.
20.2 Severability
If any provision is found unenforceable, the rest of the agreement remains in force, and the unenforceable provision is replaced by one that comes as close as possible to the original intent.
20.3 No waiver
If we don't enforce a provision, that doesn't waive our right to enforce it later.
20.4 Assignment
You can't assign this agreement without our written consent. We can assign it to an affiliate or in connection with a merger, acquisition, or sale of substantially all our business; we'll give you notice.
20.5 No partnership
Nothing here creates a partnership, joint venture, or employment relationship between us.
20.6 Notices
Notices to you go to the email address on your account. Notices to us go to legal@knorra.ai or by post to our registered office.
20.7 Third-party rights
Other than as expressly stated, no third party has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
21. Contact
For questions about these terms: legal@knorra.ai For everything else: support@knorra.ai
NEXTGEN SOFTWARE LTD Company number 14613977 85 Great Portland Street, London, England, W1W 7LT ICO registration: ZC148593
These terms are published in English. If we publish translations in future, the English version is the authoritative one in case of inconsistency.