Terms of Service

By accessing or using the Lisna platform (the "Service"), provided by Lisna ("Lisna," "we," "us," or "our"), you agree to be bound by these Terms of Service ("Terms"). If you disagree with any part of these Terms, you may not access or use the Service.

These Terms apply to all visitors, users, and others who access or use the Service, whether individually or on behalf of an organization. If you are using the Service on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms.

Lisna is an AI-powered customer feedback management platform. The Service uses artificial intelligence to classify, triage, and organize feedback submissions. The Service includes but is not limited to:

• AI-powered classification: Automatic categorization, prioritization, and summarization of incoming feedback
• Triage and workflow: Tools to review, approve, decline, and route classified feedback to integrations
• Multi-tenant organizational workspaces with data isolation for each organization
• Feedback analytics, inbox management, and integration with external tools

The AI classifications and summaries provided by Lisna are for informational purposes only. You expressly acknowledge and agree that:

• AI-generated output: Classifications, priorities, summaries, and other AI-generated content may not always be accurate, complete, or appropriate. Human review is recommended before taking action on AI-classified feedback.
• User responsibility: You are solely responsible for decisions and actions taken based on AI-generated classifications and summaries. Lisna provides automated analysis to assist your team, but the ultimate decisions are yours.
• No guaranteed accuracy: AI classification confidence scores are estimates and should not be treated as definitive assessments. Categories, priorities, and severity ratings may require manual adjustment.

When you create an account with Lisna, you must provide accurate, complete, and current information. Failure to do so constitutes a breach of these Terms, which may result in termination of your account.

You are responsible for safeguarding the password and credentials used to access the Service and for any activities or actions that occur under your account, whether or not you have authorized them. You agree to notify us immediately upon becoming aware of any breach of security or unauthorized use of your account.

If your account is provisioned through an organization's subscription, your organization's administrator may have the ability to manage your account, including restricting or terminating access.

You may not access or use the Service for any purpose other than that for which we make the Service available. Prohibited activities include:

• Using the Service to plan, facilitate, or carry out harassment, discrimination, retaliation, or any form of workplace misconduct
• Submitting content that contains threats, hate speech, or content designed to harm, intimidate, or harass others
• Attempting to manipulate the AI classification system to generate misleading or inappropriate results
• Using the Service to fabricate false narratives or documentation about workplace events
• Attempting to bypass security measures, access other users' data, or access another organization's workspace
• Uploading malicious code, viruses, or any software intended to damage or interfere with the Service
• Scraping, data mining, or automated extraction of content from the Service without written permission
• Using the Service for any illegal purpose or in violation of any applicable local, provincial, national, or international law
• Impersonating another person, user, or organization when using the Service

Certain features of the Service may require a paid subscription. Subscription plans and pricing are described on our website and may change from time to time. We will provide reasonable notice of any pricing changes before they take effect.

If you are participating in a beta program, early access, or trial period, additional terms may apply as communicated to you at the time of enrollment. Beta features are provided "as is" and may be modified, suspended, or discontinued at any time without notice.

For paid subscriptions, you agree to pay all fees associated with your selected plan. Fees are non-refundable except as required by applicable law or as otherwise stated in your subscription agreement. If you cancel your subscription, you will retain access to the Service through the end of your current billing period.

Your content: You retain ownership of the content you submit to the Service, including your feedback submissions, classifications, and personal data. By using the Service, you grant Lisna a limited license to process your content solely for the purpose of providing and improving the Service.

Our platform: The Service, including its software, design, text, graphics, logos, AI classification methodology, and all other content and materials created by Lisna, are and remain the exclusive property of Lisna and its licensors. The Service is protected by copyright, trademark, and other intellectual property laws of Canada and international treaties.

You may not reproduce, distribute, modify, create derivative works of, publicly display, or otherwise exploit any part of the Service without our prior written consent, except as permitted by these Terms or applicable law.

Your use of the Service is also governed by our Privacy Policy, which describes how we collect, use, and protect your personal information. By using the Service, you consent to the data practices described in our Privacy Policy.

We take the confidentiality of your data seriously. Each organization's data is stored in an isolated database environment with strict tenant separation.

THE SERVICE IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED. LISNA DISCLAIMS ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ANY WARRANTIES ARISING OUT OF COURSE OF DEALING OR USAGE OF TRADE.

WITHOUT LIMITING THE FOREGOING, LISNA DOES NOT WARRANT THAT (A) THE SERVICE WILL MEET YOUR SPECIFIC REQUIREMENTS; (B) THE SERVICE WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE; (C) THE AI CLASSIFICATIONS WILL BE ACCURATE, RELIABLE, OR APPROPRIATE FOR YOUR USE CASE; OR (D) ANY ERRORS IN THE SERVICE WILL BE CORRECTED.

The AI classifications provided by the Service are generated by artificial intelligence and may contain inaccuracies. You acknowledge that you use AI-generated results at your own discretion and risk, and that you are solely responsible for any decisions or actions taken based on such results.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL LISNA, NOR ITS DIRECTORS, EMPLOYEES, PARTNERS, AGENTS, SUPPLIERS, OR AFFILIATES, BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOSS OF PROFITS, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, ARISING OUT OF OR IN CONNECTION WITH (A) YOUR ACCESS TO OR USE OF, OR INABILITY TO ACCESS OR USE, THE SERVICE; (B) ANY CONDUCT OR CONTENT OF ANY THIRD PARTY ON THE SERVICE; (C) ANY AI-GENERATED CLASSIFICATIONS OBTAINED FROM THE SERVICE; OR (D) UNAUTHORIZED ACCESS, USE, OR ALTERATION OF YOUR TRANSMISSIONS OR CONTENT.

IN NO EVENT SHALL THE TOTAL AGGREGATE LIABILITY OF LISNA FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE EXCEED THE GREATER OF (A) THE AMOUNT YOU HAVE PAID TO LISNA IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (B) ONE HUNDRED CANADIAN DOLLARS (CAD $100).

You agree to defend, indemnify, and hold harmless Lisna, Lisna and its officers, directors, employees, contractors, agents, licensors, and suppliers from and against any and all claims, damages, obligations, losses, liabilities, costs, or expenses (including reasonable attorney's fees) arising from or related to: (a) your use of and access to the Service; (b) your violation of any provision of these Terms; (c) your violation of any third-party right, including any intellectual property, privacy, or proprietary right; or (d) any actions you take based on AI-generated classifications received through the Service.

We may terminate or suspend your account and access to the Service immediately, without prior notice or liability, for any reason, including if you breach these Terms. Upon termination, your right to use the Service will cease immediately.

You may terminate your account at any time through your account settings or by contacting us through the platform. Before termination, you may request an export of your data, including feedback data and classification history.

Upon account deletion, your personal data and feedback content will be retained for up to 30 days before permanent deletion, in case you wish to reactivate your account. After 30 days, all data will be permanently and irreversibly deleted. Audit logs containing limited information will be retained for 90 days for security purposes.

All provisions of these Terms that by their nature should survive termination shall survive, including ownership provisions, warranty disclaimers, indemnification, and limitations of liability.

These Terms shall be governed by and construed in accordance with the laws of the Province of British Columbia and the federal laws of Canada applicable therein, without regard to conflict of law principles. Any legal action or proceeding arising under these Terms shall be brought exclusively in the courts located in Vancouver, British Columbia, Canada, and you consent to the personal jurisdiction and venue of such courts.

Our failure to enforce any right or provision of these Terms will not be considered a waiver of that right or provision. If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

In the spirit of our mission to help resolve workplace conflicts constructively, we encourage you to contact us first to attempt to resolve any dispute informally before initiating formal proceedings.

If a dispute cannot be resolved informally within 30 days, the parties agree to first attempt to resolve the dispute through mediation administered in Vancouver, British Columbia, Canada. If mediation is unsuccessful, any remaining dispute shall be resolved by binding arbitration conducted in Vancouver, British Columbia, in accordance with the arbitration rules of the British Columbia International Commercial Arbitration Centre (BCICAC) or its successor, using the English language.

You agree that any dispute resolution proceedings shall be conducted on an individual basis and not as a class action, consolidated action, or representative action. To the fullest extent permitted by law, you waive any right to participate in a class action lawsuit or class-wide arbitration against Lisna.

We reserve the right to modify or replace these Terms at any time at our sole discretion. If a revision is material, we will provide at least 30 days' notice before the new terms take effect. We will notify you of material changes by posting a notice on the Service, sending an email to the address associated with your account, or by other reasonable means.

By continuing to access or use the Service after those revisions become effective, you agree to be bound by the revised Terms. If you do not agree to the new terms, you must stop using the Service and may request deletion of your account and data.

If you have any questions about these Terms, please contact us:

You can reach us through the in-app feedback feature or by contacting your organization's administrator.