Terms of Service

1. Definitions

• “Account” means a registered account enabling access to the Service.
• “AI Outputs” means any transcripts, summaries, insights, themes, analyses, recommendations, reports, or other outputs generated by the Service using automated or artificial intelligence techniques.
• “Applicable Law” means all laws, regulations, and binding authority applicable to the parties, including data protection, consumer protection, employment, and research ethics laws.
• “Confidential Information” means any non-public information disclosed by one party to the other that is designated as confidential or that reasonably should be understood to be confidential.
• “Interviews” means prepaid usage units that entitle Customer to consume the Service in accordance with Nava’s pricing and usage rules.
• “Customer Content” means all data, content, materials, prompts, interview questions, instructions, audio, video, transcripts, files, and other information submitted to or processed through the Service by or on behalf of Customer, including Participant Data.
• “Data Protection Law” means the EU General Data Protection Regulation (EU) 2016/679 (“GDPR”), the UK GDPR, and any applicable national implementing legislation.
• “Participant” means any individual who participates in an interview or research activity conducted through the Service.
• “Participant Data” means personal data relating to Participants processed through the Service.
• “Service” means Nava’s AI-powered qualitative research platform, including interview execution, transcription, analysis, reporting, and related functionality.
• “Subscription” means a recurring plan that includes Interviews and/or additional functionality.
• “Third-Party Panel” means any external participant recruitment or panel provider used in connection with the Service.

2. Scope of Service

2.1 Service Description

The Service enables Customers to design, conduct, and analyse qualitative research interviews using AI-assisted tools, including voice-based interviews, transcription, and automated analysis.

2.2 No Professional Advice

The Service and AI Outputs are provided for informational and research purposes only and do not constitute legal, medical, financial, or other professional advice. Customer is solely responsible for determining the suitability of the Service and AI Outputs for its purposes.

2.3 Service Changes

Nava may modify, update, or discontinue features of the Service from time to time. Nava does not guarantee the continued availability of any specific feature unless expressly agreed in writing.

3. Account Registration & Access

3.1 Account Creation

Use of the Service requires creation of an Account. Customer shall provide accurate, complete, and current information and keep such information up to date.

3.2 Security

Customer is responsible for safeguarding Account credentials and for all activity occurring under its Account. Customer shall promptly notify Nava of any unauthorised use.

3.3 Authorised Users

Customer may grant access to authorised users and is responsible for their actions and compliance with these Terms.

4. Customer Responsibilities

This Section is material to these Terms.

4.1 Lawful Use

Customer shall use the Service in compliance with all Applicable Law.

4.2 Research Compliance

Customer is solely responsible for:

• determining the lawful basis for processing Participant Data;
• providing required privacy notices;
• obtaining valid participant consent where required;
• ensuring compliance with research ethics, employment law, and consumer protection law.

4.3 Prohibited Use

Customer shall not:

• conduct interviews with minors;
• process special category personal data without full legal compliance;
• misrepresent the purpose of research;
• use the Service for unlawful or deceptive activities.

4.4 Third-Party Panels

Third-Party Panels act as independent data controllers. Nava is not responsible for recruitment practices, incentives, panel compliance, or panel-related disputes.

4.5 Customer Content

Customer represents and warrants that it owns or has all necessary rights to Customer Content and that such content does not infringe third-party rights or Applicable Law.

5. Pricing, Interviews & Subscriptions

5.1 Interviews

Interviews represent prepaid usage rights. Interviews do not expire and are non-transferable. Interviews are non-refundable, except that consumers within the European Union may exercise the right of withdrawal within fourteen (14) days of purchase, provided the Interviews have not been consumed. By using Interviews after purchase, Customer acknowledges and consents to the immediate performance of the Service and waives the right of withdrawal to the extent Interviews have been consumed.

5.2 Consumption

Each completed interview consumes 20 Interviews. Running project analysis is included at no additional Interview cost. Nava may suspend or restrict usage when Interviews are exhausted. Payments are processed securely by Stripe, Inc., a PCI-DSS compliant payment processor. Nava does not store, process, or have access to Customer payment card details.

5.3 Subscriptions

The Service is currently offered on a pay-as-you-go basis through Interviews. No recurring subscription is required. Current pricing and Interview packages are available on the Nava pricing page. If Nava introduces subscription plans in the future, such plans will renew automatically unless cancelled in accordance with the applicable subscription terms.

5.4 Data Retention

Research data (interview recordings, transcripts, and synthesis outputs) is retained for six (6) months following project completion or account termination, whichever occurs first, unless the Customer configures a shorter period. Financial and billing data is retained for seven (7) years as required by the Swedish Bookkeeping Act (Bokföringslagen 1999:1078). Full retention schedules are described in the Privacy Policy.

6. Intellectual Property

6.1 Customer Content

Customer retains ownership of Customer Content. Customer grants Nava a limited, non-exclusive, worldwide license to process Customer Content solely to provide and improve the Service.

6.2 Nava IP

Nava retains all rights in and to the Service, including software, models, workflows, documentation, and improvements.

6.3 AI Outputs

Customer may use AI Outputs for internal business purposes. Nava does not guarantee accuracy, completeness, originality, or exclusivity of AI Outputs.

7. Data Protection

7.1 Roles

Customer acts as Data Controller. Nava acts as Data Processor.

7.2 DPA

Processing of personal data is governed by the Data Processing Agreement, which forms part of these Terms.

8. AI-Specific Disclaimers

8.1 Probabilistic Outputs

AI Outputs are generated probabilistically and may be inaccurate, incomplete, or misleading.

8.2 Human Review

Customer is responsible for reviewing AI Outputs before relying on them.

8.3 No Automated Decisions

The Service does not perform automated decision-making producing legal or similarly significant effects on individuals.

9. Confidentiality

Each party shall protect the other party’s Confidential Information using reasonable care and shall use such information solely to perform under these Terms.

10. Warranties & Disclaimers

The Service is provided “as is” and “as available.”

Nava disclaims all warranties, express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement, to the maximum extent permitted by law.

11. Limitation of Liability

11.1 Cap

Nava’s total liability shall not exceed the fees paid by Customer in the twelve (12) months preceding the claim.

11.2 Excluded Damages

Neither party shall be liable for indirect, incidental, consequential, or punitive damages.

12. Indemnification

12.1 Customer Indemnity

Customer shall indemnify and hold harmless Nava from claims arising out of:

• Customer Content;
• research activities;
• Participant claims;
• breach of Applicable Law.

12.2 Nava Indemnity

Nava shall indemnify Customer against third-party claims alleging that the Service infringes intellectual property rights.

13. Term & Termination

These Terms remain in effect until terminated. Upon termination, access to the Service ceases and data is deleted or anonymised in accordance with retention rules.

14. Governing Law & Jurisdiction

These Terms are governed by the laws of Sweden, with exclusive jurisdiction of the courts of Stockholm.

15. Enterprise Overrides

If Customer and Nava enter into a signed master agreement, such agreement shall prevail over these Terms.