Tenure Terms of Service

1. About these terms

1.1 Who we are

Tenure is provided by HighKnow SRL, a Belgian private limited company (société à responsabilité limitée), with its registered office at Rue Auguste van Zande 95 bt 2, 1080 Bruxelles, Belgium, enterprise number 1033.752.853, RPM Bruxelles, VAT BE 1033.752.853 ("HighKnow", "we"). You can reach us at contact@highknow.ai. Questions about personal data go to privacy@highknow.ai.

1.2 Who these terms are for

These terms form the contract between HighKnow and the organisation that uses Tenure (the "Customer", "you"). An owner of your organisation in the product accepts them on your behalf, and by doing so confirms that they are authorised to bind the organisation.

1.3 Keeping a copy

Each version of these terms is published at its own permanent address and can be downloaded and printed, so that you can store and reproduce it (Belgian Code of Economic Law, CDE, art. XII.7 § 2). The version you accepted stays available at its address after a newer one is published. The product records, for your organisation, which version of these terms and of the Data Processing Agreement an owner accepted, in which language, by whom and when, and shows it to owners and admins on the organisation's plan page.

1.4 The documents that make up the contract

The contract consists of, in this order of precedence where they conflict:

1. an order form or other written agreement signed by both parties, if any (Enterprise plans);
2. the Data Processing Agreement ("DPA", highknow.ai/dpa), for everything that concerns personal data the Customer controls;
3. these terms;
4. the Instructions for Use (highknow.ai/instructions-for-use), which state Tenure's intended purpose and the uses it may not be put to;
5. the plan description shown on the product's plan page at the time of purchase.

The Customer's own purchasing terms do not apply, even if referred to in an order or an invoice process.

1.5 How these terms were written

HighKnow wrote and publishes these terms itself. The positions they take are its own and are recorded with their reasons. Release 1.1 (27 October 2026) changed the liability cap in section 13, the switching terms in section 6.6, the reasons for changes in section 15.1, the recording duties and prohibited uses in section 8, and stated in section 2.2 that Tenure is not offered in the United Kingdom. Any later change is published as a new version under section 15.

2. Business use in the European Union

2.1 Tenure is offered only to businesses: legal persons, and natural persons acting for purposes of their trade, business, craft or profession. It is not offered to consumers.

2.2 Tenure is offered to businesses established in the European Union. It is not offered in the United States. Tenure is not offered in the United Kingdom.

2.3 The Free plan is open to any business without further checks. A paid plan requires the Customer's company name, address and a valid VAT number, which are collected at checkout.

2.4 By accepting these terms the Customer confirms that it uses Tenure for business purposes only, and that every member it adds uses it for the Customer's business.

2.5 Because Tenure is offered to businesses only, consumer-protection rules that apply only to contracts with consumers, including the right of withdrawal, do not apply.

3. The service

3.1 What it does. Tenure listens to meetings on the user's own computer, transcribes them, shows short cards during a meeting where information may help, and extracts typed claims (for example a decision, a requirement or a commitment) into a knowledge base shared within the Customer's organisation, which later meetings and questions draw on. Every claim shown carries its source quote, a confidence and its age.

3.2 It advises; people decide. Tenure takes no action on its own. Every decision made with its help is made by a person.

3.3 Intended purpose. Tenure is a meeting aid for the person using it, and may be used only for its intended purpose as described in the Instructions for Use. The uses listed in section 8.2 are outside it.

3.4 Changes. We improve Tenure continuously and may change, add or remove features. We will not make a change that materially reduces a paid plan's core features during a period that has been paid for. Where a change requires a new version of these terms or of the DPA, section 15 applies.

3.5 Availability. We aim to keep Tenure available at all times, but we do not guarantee uninterrupted availability and give no service-level commitment unless an Enterprise order form says otherwise. Transcription, cards and other meeting features depend on third-party services; if one of them fails, the meeting continues and the gap is marked, rather than the meeting being stopped.

4. Accounts and organisations

4.1 Each person signs in with their own account. An organisation in the product has members with one of three roles: owner, admin or member. Owners can change the plan and accept these terms and the DPA; owners and admins manage members.

4.2 The Customer is responsible for who it admits to its organisation, for their use of Tenure, and for keeping sign-in credentials confidential. A seat may not be shared between people.

4.3 The Customer must tell us without undue delay if it suspects unauthorised access to its organisation.

5. Plans, prices and payment

5.1 The plans

The features each plan includes are described on the plan page. Prices are exclusive of VAT. There is no free trial of a paid plan.

5.2 Seats follow membership

On a paid plan the number of seats billed is the number of members of the organisation, never fewer than one. A member added during a billing period is charged for the rest of that period, and a member removed is credited for it (proration). The Free plan has one seat; inviting a second member requires a paid plan.

5.3 The meeting-hour allowance

5.3.1 The allowance for a billing period is the plan's included meeting-hours per seat multiplied by the number of seats, shared across the organisation.

5.3.2 A meeting-hour is measured once per meeting, never per participant: from the first audio Tenure receives for the meeting to the last, excluding any interval longer than ten seconds in which no audio was received (a pause), and rounded down to the whole second.

5.3.3 Free: the allowance is a hard cap. When it is used up, new meetings cannot be started until the next period. A meeting already in progress is not interrupted.

5.3.4 Pro and Team: meeting-hours above the allowance are charged at the overage rate in the table, metered and invoiced at the end of the billing period. To protect the Customer against a runaway bill, new meetings are refused once the organisation has used 3 times its allowance in a period; a meeting already in progress is not interrupted.

5.4 Payment

5.4.1 Paid plans are billed monthly in advance for seats and in arrears for overage, by card, through our payment provider Stripe. VAT is calculated at checkout from the Customer's address; where the Customer gives a valid EU VAT number outside Belgium, the reverse-charge mechanism applies.

5.4.2 Stripe processes payment details as an independent controller under its own terms and privacy notice. HighKnow never receives the full card number.

5.4.3 Failed payment. If a payment fails, the organisation keeps its plan for 14 days from the first failed payment, and the person managing billing is told in the product how to fix it. After that, until a payment succeeds, the organisation runs on Free limits. Nothing is deleted for non-payment; normal retention still applies, and a successful payment restores the plan at once.

5.4.4 Price changes. We may change prices with at least 30 days' notice by email to the organisation's owners and in the product. A new price applies from the first billing period that starts after the notice period. A Customer that does not accept it may cancel before then.

5.5 Enterprise

Enterprise plans are agreed in a signed order form, which sets prices, allowances and any service-level commitment. These terms apply to Enterprise plans except where the order form says otherwise.

6. Term, cancellation and termination

6.1 Term. A paid subscription runs from month to month and renews automatically at the end of each billing period until it is cancelled. The Free plan has no fixed term.

6.2 Cancellation by the Customer. The person managing billing can cancel at any time in the billing portal. Cancellation takes effect at the end of the current billing period; the organisation then returns to the Free plan. Fees already paid are not refunded, apart from the proration credits described in section 5.2 and the refunds in sections 7.6 and 15.3.

6.3 Termination for breach. Either party may terminate the contract with immediate effect by written notice if the other commits a material breach and, where it can be remedied, does not remedy it within 30 days of notice. A breach of section 8 is material.

6.4 Closing the organisation. An owner may ask us at any time to close the organisation. Before it is closed, its data is made available for export as the DPA describes.

6.5 Effect of termination. What happens to the Customer's data at the end of the contract is set out in the DPA (return, export and deletion). Sections 9.3, 10, 11, 12, 13, 14 and 17 survive termination.

6.6 Switching and export (Regulation (EU) 2023/2854, art. 25). The Customer may ask at any time to switch to another provider or to export its data. Notice is at most the end of the current billing period, and never more than two months. During a transitional period of up to 30 days the service continues and HighKnow assists. The exportable data are: meetings and their metadata, transcripts within retention, claims with their quotes, sources and history, threads, documents' extracted text within retention, the claim-type configuration, members and roles, and the audit log, as a versioned JSON Lines archive that an owner of the Customer's organisation, and no other role, prepares and downloads from the plan page (format documented as highknow.org-export); a prepared archive stays available for 7 days, and a new one can be asked for at any time. HighKnow provides on request, within the transitional period, any listed data the archive does not yet carry. The Customer may retrieve them for at least 30 days after the transitional period, after which HighKnow erases them under the DPA, section 11. HighKnow charges nothing for switching.

7. Data, privacy and the DPA

7.1 The Customer controls meeting content. For audio, transcripts, claims, cards, answers, summaries, connected calendar and document data and invitation data, the Customer is the controller and HighKnow its processor. The DPA, which forms part of the contract, governs that processing.

7.2 HighKnow controls account data. For sign-in, membership, billing, usage metering, security records and this website, HighKnow is the controller, as described in its privacy policy.

7.3 Residency. All customer data is stored exclusively in the EU, except the correspondence described in the DPA, section 10.3. Request processing is performed in the EU, or where network routing requires otherwise, under GDPR Chapter V safeguards. Inference runs in the EU.

7.4 No training on your content. HighKnow does not use the Customer's meeting content to train or improve models, for prompt tuning, for evaluation sets or for any asset shared across customers. This is a warranty in the DPA, not a policy that can change.

7.5 Audio is never written to durable storage by HighKnow.

7.6 Sub-processors. The providers that process meeting content for HighKnow are listed on the public sub-processor page and in the DPA. A change is announced there and by email to the organisation's owners at least 30 days before it applies. A Customer that objects and whose objection is not resolved may terminate before the change applies, and HighKnow refunds pro rata the fees paid in advance for the period after termination.

8. Recording and acceptable use

8.1 Recording lawfully

The Customer, as controller, chooses and documents the legal basis on which participants are recorded, usually its legitimate interests, and is responsible for it. In particular, it must:

• inform every participant before or at the start of each recorded meeting, using the participant notice, the invitation text and the verbal script the product provides or an equivalent of its own;
• obtain consent wherever the law of a participant's location requires it, and record it through the product's consent flow, which runs for every meeting wherever it takes place;
• respect a participant's objection, using the product's objection controls, so that nothing more is recorded about that person;
• repeat the announcement whenever someone joins after it was made, using the product's control for it;
• not disable, hide or work around the product's disclosure and consent features.

Tenure enforces a disclosure that cannot be skipped: nothing is captured until the user confirms that the announcement was made and no one objected, and a participant's objection, at any point in the meeting, stops the recording and deletes what was captured of that meeting. Recording only the user's own speech (local-only capture) is not offered; the Instructions for Use set out the conditions it would carry if it were ever introduced.

8.2 Prohibited uses

Tenure may not be used, by the Customer or any member, for any of the following. These are the prohibited uses stated in the Instructions for Use and are part of this contract:

• Employment and worker management: performance management, evaluation, appraisal, ranking, comparison, scoring or discipline of employees; decisions on promotion, termination, remuneration or any term of a work-related relationship; allocating tasks based on individual behaviour or personal traits; monitoring of employees, including of activity levels, meeting volumes or working patterns; recruitment, candidate screening or candidate assessment; sharing a colleague's meeting, transcript or claims with another member in order to assess or monitor that colleague; asking Tenure questions about a colleague's performance or behaviour.
• Inference about people: inferring the emotions, intentions or any internal state of any person, including the user; feedback based on how a person speaks (pace, tone, hesitation, interruption) rather than on what was said; characterising a person's traits, credibility, sophistication or seniority; producing person-level probability outputs.
• Identification: biometric identification of any person; building, storing or matching voice templates.
• Consent and jurisdiction: use where a participant has not been informed as section 8.1 requires; use where recording is unlawful without consent unless that consent has been obtained and recorded; use concerning a person who has objected.

HighKnow specifies that Tenure is not to be changed into a high-risk AI system within the meaning of Regulation (EU) 2024/1689 (the AI Act, art. 25(2)). A Customer that puts Tenure to a use in the first two groups above, such as assessing its sales staff, does so in breach of this contract and takes on the obligations the AI Act places on whoever puts a system to that use.

8.3 Impact assessment and employee representatives

The Customer, as controller and as employer, carries out any data protection impact assessment its processing requires and informs or consults its employee representatives where the law requires it. HighKnow supplies a reference impact assessment and an information pack for works councils (Belgium, France, Germany and the Netherlands) on request at privacy@highknow.ai, and answers the Customer's reasonable questions about Tenure for them.

8.4 General rules

The Customer and its members must not:

• use Tenure for anything unlawful, or to store or share content that is unlawful;
• upload malicious code, probe or test Tenure's security without our written permission, or interfere with its operation;
• circumvent usage limits, the allowance or the hard cap, or access Tenure other than through the interfaces we provide;
• reverse engineer Tenure except to the extent the law allows despite this clause;
• resell or sublicense Tenure, or make it available to anyone outside the Customer's organisation, except through the product's own sharing features.

9. AI-generated output

9.1 What the output is. Cards, extracted claims, answers, summaries and rollups are generated by AI models from the Customer's meetings and documents. The product labels AI-generated text as such, visibly and in the data it returns.

9.2 It can be wrong. AI-generated output can be incomplete, inaccurate, out of date, or attributed to the wrong speaker. Each claim carries its source quote, confidence and age so that the user can judge it. The Customer must check output before relying on it, and in particular before repeating it to a customer or using it in a decision.

9.3 No advice. Output is not legal, financial, tax or other professional advice, and HighKnow does not warrant that it is correct or fit for any purpose. Responsibility for decisions made with it stays with the Customer.

9.4 Corrections. The product lets users reject and correct claims. Where a participant asks the Customer to rectify a claim about them, HighKnow assists as the DPA describes.

10. Points of contact and notices of illegal content

10.1 Points of contact. Authorities of the Member States, the Commission and the Board can reach us at contact@highknow.ai, in English or French (Digital Services Act, Regulation (EU) 2022/2065, art. 11). Users of Tenure can reach us at the same address; their messages are read by a person (art. 12). Tenure makes no content available to the public: what a Customer stores is shared only within its own organisation.

10.2 Notices. Anyone may notify us of content stored in Tenure that they consider illegal, by writing to contact@highknow.ai with: why they consider it illegal, where it is (the organisation and the item, as precisely as they can), their name and email address, and a statement that the notice is made in good faith. We confirm receipt and tell them what we decided.

10.3 What we may restrict, and how. We do not monitor the Customer's content. On a notice, or on an order from an authority, we may restrict access to an item of content that is illegal or that breaches section 8, and, for a serious or repeated breach, suspend the organisation under section 16. Decisions are taken by a person, not by an automated system.

10.4 Reasons. When we restrict content or suspend an organisation, we tell the owners why, what we relied on, and how they can contest the decision.

11. Intellectual property

11.1 The Customer's content. As between the parties, the Customer owns its content and the output generated from it. The Customer grants HighKnow the right to process that content only as needed to provide Tenure and as the DPA allows.

11.2 The service. HighKnow and its licensors own Tenure, the software and the documentation. The Customer receives a non-exclusive, non-transferable right to use Tenure during the contract, for its business, in line with these terms.

11.3 Feedback. If the Customer sends us suggestions about Tenure, we may use them without obligation. Feedback never authorises us to use meeting content.

12. Confidentiality

Each party keeps the other's non-public information confidential, uses it only to perform the contract, and discloses it only to those who need it for that purpose and are bound by equivalent confidentiality, or where the law requires. This does not apply to information that is public through no fault of the receiving party, was already lawfully known to it, or was independently developed. The DPA governs personal data.

13. Liability

13.1 Neither party excludes or limits its liability for its own fraud, for its intentional fault, for its gross negligence, for death or personal injury caused by its fault, or where the law does not allow it (Belgian Civil Code, art. 5.89).

13.2 Subject to 13.1, neither party is liable for indirect or consequential loss, including lost profit, lost revenue, lost business and loss of goodwill.

13.3 Subject to 13.1, each party's total liability under the contract is limited to the fees the Customer paid for Tenure in the 12 months before the event giving rise to the claim, or €500 where the Customer paid no fees in that period. This limit does not apply to the Customer's liability under section 14 or for a breach of section 8. For loss of Customer data caused by HighKnow, HighKnow's liability is limited to restoring it from backups and the reasonable cost of reconstructing it, within the cap above.

13.4 Subject to 13.1, HighKnow is not liable for loss arising from the Customer relying on AI-generated output without the check section 9.2 requires, or from recording in breach of section 8.1.

13.5 The DPA's own allocation of liability for data protection applies alongside this section, as the DPA states.

14. Indemnity

The Customer indemnifies HighKnow against claims by third parties, including meeting participants and authorities, arising from the Customer's recording in breach of section 8.1 or from a prohibited use under section 8.2. HighKnow will tell the Customer promptly about such a claim and let it conduct the defence. Section 13.1 applies to this indemnity as to any other liability.

15. Changes to these terms and the DPA

15.1 Every version of these terms and of the DPA carries its version and its date. We tell the organisation's owners by email, and in the product, at least 30 days before a material change takes effect, except where a change is required sooner by law, in which case we give as much notice as we can. HighKnow changes these terms only for a valid reason: a change in law or in a regulator's guidance, a security need, a change of sub-processor, or a change in the service.

15.2 A change that does not alter anyone's rights or obligations, such as a correction of wording, changes the version only and is published without notice.

15.3 A new version applies once an owner accepts it, or when the notice period ends, whichever is earlier. A Customer that does not accept a material change may terminate before it takes effect, and HighKnow refunds pro rata the fees paid in advance for the period after termination.

15.4 Changes to the list of sub-processors follow section 7.6 and the DPA's own procedure.

16. Suspension

We may suspend access to Tenure, wholly or in part, where it is necessary to prevent harm to Tenure, to other customers or to third parties, where required by law or an authority, or in case of a serious breach of section 8. We limit a suspension to what is necessary, tell the owners the reason, and lift it once the reason has gone.

17. General

17.1 Force majeure. Neither party is liable for a failure caused by an event beyond its reasonable control.

17.2 Assignment. The Customer may not transfer the contract without our consent. We may transfer it to a successor of our business, with notice.

17.3 Severability. If a clause is held invalid, the rest of the contract stands, and the invalid clause is replaced by a valid one as close to its purpose as possible.

17.4 No waiver. Not enforcing a right is not a waiver of it.

17.5 Notices. We send notices to the email addresses of the organisation's owners. The Customer sends notices to contact@highknow.ai.

17.6 Language. These terms are published in English and in French. Both versions are equally authoritative.

17.7 Governing law and courts. These terms are governed by Belgian law. The courts of Brussels have exclusive jurisdiction.