Terms & Conditions

Last updated: November 2025

These Terms & Conditions (“Terms”) govern your use of the HEA World services, websites, and applications (together the “Service”). By creating an account, subscribing to a plan, or using the Service in any way, you agree to be bound by these Terms.

1. Service Provider

The Service is operated by NPE Holding B.V. (trading as “HEA World”) registered in the Netherlands. Contact details and legal address are available on our website and on your invoices.

2. Use of the Service

You may use the Service to create and operate Human-Enhanced Agents (“HEAs”) and related digital experiences, in accordance with these Terms and applicable law. You are responsible for:

• the content and data you provide to the Service;
• the configuration of your HEAs and how they interact with your visitors and customers;
• ensuring that your own use complies with local regulations.

2a. AI Outputs and No Professional Advice

The Service may generate responses using artificial intelligence based on your configuration and the User Content you provide. HEA World does not guarantee the accuracy, completeness, legality, or appropriateness of any HEA Outputs. You remain solely responsible for reviewing HEA Outputs and determining their suitability for your purposes.

HEA Outputs are not intended to constitute legal, financial, medical, or other professional advice. You agree not to rely on HEA Outputs as a substitute for professional judgment or qualified expertise.

3. Accounts and Access

You must keep your account credentials confidential and ensure that only authorized persons within your organization access the Service. You remain responsible for all activity carried out under your account and subscriptions.

4. Subscriptions, Billing & Cancellation

Access to the Service is provided on a subscription basis, as described on the pricing pages and in your Stripe customer portal. Unless otherwise stated:

• subscriptions renew automatically at the end of each billing period;
• you may manage or cancel your subscription at any time via the billing portal;
• fees already charged for the current billing period are generally non-refundable.

Additional usage-based fees (for example API or token usage) may apply according to the plan you selected. These will be clearly indicated in the pricing documentation.

5. Data Protection & Privacy

Our handling of personal data is described in the Privacy Policy. By using the Service, you acknowledge that you have read that policy and that you comply with your own obligations as controller of the data you inject into the platform.

6. Intellectual Property

6.1 User Content

You retain all ownership rights in any content, data, documents, knowledge bases, instructions, brand material, and other inputs you upload or connect to the Service (“User Content”). By using the Service, you grant HEA World a non-exclusive, worldwide, royalty-free license to store, process, transform, index, encrypt, and display User Content solely for the purpose of providing and improving the Service for you.

6.2 Generated Outputs

Outputs produced by your Human-Enhanced Agents (“HEA Outputs”) belong to you. HEA World does not claim ownership over HEA Outputs and does not reuse your HEA Outputs to train models for other customers, except as strictly necessary to deliver the Service or comply with legal obligations.

6.3 HEA World Intellectual Property

All intellectual property rights in the Service, including but not limited to the HEA engine, embed scripts, user interface, software, models, embeddings, data structures, platform architecture, documentation, and branding (“HEA World IP”) remain the exclusive property of HEA World or its licensors.

Subject to these Terms, HEA World grants you a limited, revocable, non-transferable, non-sublicensable license to access and use the Service and to embed HEAs on your authorized websites or applications.

6.4 Restrictions

You agree not to:

• copy, distribute, modify, or create derivative works of the Service or HEA World IP;
• reverse-engineer, decompile, or attempt to extract the underlying source code or models;
• use the Service or HEA Outputs to create a competing product or service offering;
• remove, obscure, or alter copyright, trademark, or proprietary notices.

6.5 Termination of Access

Upon termination of your account, your license to use the Service and embed HEAs immediately ends. User Content will be deleted in accordance with our Privacy Policy and data retention obligations. Minimal operational logs may be retained where required by law.

7. Acceptable Use

You agree not to use the Service to:

• violate applicable laws or third-party rights;
• publish unlawful, discriminatory, hateful, or misleading content;
• attempt to attack, disrupt or reverse-engineer the Service.

8. Changes to the Service or Terms

We may improve or modify the Service over time. We may also update these Terms to reflect changes in the Service or in applicable law. When material changes occur, we will notify you via email, in-product notice, or both. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

8a. No Warranties

The Service is provided on an “as is” and “as available” basis. To the maximum extent permitted by law, HEA World disclaims all warranties, whether express, implied, statutory, or otherwise, including any implied warranties of merchantability, fitness for a particular purpose, accuracy of outputs, availability, and non-infringement.

HEA World does not warrant that the Service will be uninterrupted, secure, error-free, free of harmful components, or that any defects will be corrected. You acknowledge that the use of artificial intelligence may result in incomplete, incorrect, or unexpected outputs, and that you use HEA Outputs at your own risk.

9. Limitation of Liability

To the maximum extent permitted by law, HEA World is not liable for indirect, incidental, or consequential damages, or for any loss of profits, business, or data arising from use of the Service. Our aggregate liability is limited to the amount paid by you for the Service in the twelve (12) months preceding the event giving rise to the claim.

9a. Indemnification

You agree to indemnify, defend, and hold harmless HEA World, its directors, employees, and affiliates from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or related to:

• your use of the Service or HEA Outputs;
• User Content, including any allegation that User Content infringes or violates third-party rights;
• your breach of these Terms;
• your violation of applicable laws or regulations.

HEA World reserves the right to assume the exclusive defense and control of any matter subject to indemnification, in which case you agree to cooperate with us in asserting any available defenses.

10. Governing Law & Disputes

These Terms are governed by the laws of the Netherlands, without regard to conflict-of-law principles. Any dispute arising from or relating to these Terms or the Service shall be submitted to the competent courts in the Netherlands, unless mandatory law provides otherwise.

11. Contact

If you have any questions about these Terms, please contact us using the contact details provided on the HEA World website or on your invoice.

12. Language Versions

These Terms & Conditions may be provided in English, French, and Dutch. In the event of any inconsistency or conflict between translations, the English version shall prevail and be legally binding.

Other languages:
→ Version Française
→ Nederlandse Versie