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Terms of Service

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These Terms of Service (the "Terms") govern your access to and use of the Pillow website and service (the "Service").
The Service is provided by TAPE LABS, a French société par actions simplifiée (SAS), RCS Créteil 925 003 303, with its registered office at 14 Avenue du Général de Gaulle, 94160 Saint-Mandé, France.
Legal contact: hi@trypillow.ai.

Who we are

Pillow is a B2B SaaS platform operated by TAPE LABS. It enables organizations to deploy AI-powered conversational agents on web interfaces to conduct user research through automated conversations, which are then processed through LLM workflows for insights extraction.

Acceptance of the Terms

By accessing or using the Service, you agree to be bound by these Terms. 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.

Eligibility and Accounts

  • The Service is intended for business users only.
  • You must provide accurate and up-to-date information when creating an account.
  • You must ensure that your account credentials are kept secure and confidential.

The Service

The Service facilitates user research campaigns by:

  • Enabling deployment of AI-powered conversational agents on web interfaces to conduct automated research conversations with end-users, only where lawful consent exists.
  • Processing conversation data with AI to generate summaries, insights, and reports.
  • Providing dashboards and downloadable outputs for internal business use.

Features may evolve over time. We may provide corrective and evolutive maintenance and may temporarily restrict access for updates.

Hosting and Availability

  • The Service is primarily hosted in the EU (Google Cloud Platform – EU).
  • Certain processing (e.g., AI inference) may involve transfers outside the EU/EEA.
  • While we use reasonable efforts to ensure availability, no contractual SLA is provided.

Responsible Use and Compliance

You agree to use the Service in strict compliance with all applicable laws, including data protection regulations. This includes:

  1. Consent and transparency requirements
    • You must obtain valid, informed consent from end-users before initiating conversations.
    • You must clearly inform end-users at the start of each chat session that:
      • They are interacting with an AI agent
      • The conversation is being recorded and analyzed
      • Both you and Pillow (as processor) are involved in data processing
    • You are solely responsible for ensuring that your consent mechanism complies with applicable laws.
  2. Age restrictions
    • You must not use the Service to collect data from individuals under 18 years of age.
    • You must implement appropriate age verification mechanisms where required.
  3. Special category data
    • You must not deliberately collect special category data (health, religion, political views, etc.) through the Service.
    • Our AI agents are instructed to avoid collecting such data, but you remain responsible for your campaign design and prompts.
  4. Prohibited uses
    • You must not use the Service for:
      • Processing data from individuals under 18
      • Unsolicited communications or spam
      • Harassment, discrimination, or abuse
      • Illegal activities or content
      • Any purpose violating applicable laws
  5. Content standards
    • Conversation prompts and agent configurations must not contain offensive, misleading, discriminatory, or exploitative content.
    • You must not request or process sensitive identifiers (payment card numbers, personal ID numbers, health data) unless you have appropriate legal basis and safeguards.
  6. Quality and security enforcement
    • If your use of the Service results in complaints, data breaches, or violations of these Terms, we reserve the right to suspend or terminate your access.

Your Responsibilities

You further agree to:

  • Ensure you have a valid legal basis for processing user data through the Service.
  • Use the Service only in accordance with applicable laws, including data protection laws.
  • Safeguard your credentials and notify us immediately of any unauthorized use.
  • Indemnify TAPE LABS against claims resulting from your misuse of the Service or violation of these Terms.

Content and Intellectual Property

  • Customer Content (user lists, conversation data, responses) remains your property. You grant us a limited license to process Customer Content solely to provide and secure the Service.
  • Generated Outputs (summaries, reports, insights) are for your internal business use only and may be subject to third-party rights.
  • The Service and related intellectual property belong to TAPE LABS and its licensors. No rights are granted except as expressly stated.

Data Protection

  • TAPE LABS acts as controller for site and operations data.
  • TAPE LABS acts as processor for end-user data processed during customer campaigns, strictly following your documented instructions.
  • See our Privacy Policy for details.
  • A Data Processing Agreement (DPA) may apply where required by law.

Fees

  • The Service is offered on a credit-based pricing model.
  • Pricing, payment terms, and taxes are specified in your order form or plan selection.

Warranty and Liability

  • The Service is provided "as is" and "as available," without warranties of any kind.
  • To the fullest extent permitted by law, TAPE LABS disclaims liability for indirect, incidental, special, or consequential damages.
  • Aggregate liability is limited to the amounts paid for the Service in the 12 months preceding the claim (or €0 if unpaid).

Force Majeure

Neither party is liable for failure or delay caused by events beyond reasonable control, provided reasonable efforts are taken to mitigate impact.

Modifications

We may update these Terms to reflect legal, technical, or operational changes. For material changes, we will provide notice. Continued use after changes constitutes acceptance.

Termination

  • You may stop using the Service at any time.
  • We may suspend or terminate access in cases of breach, misuse, or for security reasons.
  • Upon termination, Customer Content and Generated Outputs will be handled per these Terms, the Privacy Policy, and applicable law.

Governing Law and Jurisdiction

These Terms are governed by French law. Exclusive jurisdiction lies with the courts of Paris, France.

Contact

TAPE LABS – RCS Créteil 925 003 303
14 Avenue du Général de Gaulle, 94160 Saint-Mandé, France
Email: hi@trypillow.ai