Terms of Service
SonderSoft by Innvesio Effective Date: June 2025 Last Updated: June 2025
1. Acceptance of Terms
These Terms of Service ("Terms") govern your access to and use of SonderSoft, a product of Innvesio ("Innvesio," "we," "us," or "our"), including all associated applications, features, and services available at sondersoft.com, app.sondersoft.com, knowledge.sondersoft.com, support.sondersoft.com, and all workspace subdomains (collectively, "the Platform").
By creating an account, activating a workspace, or using any part of the Platform, you agree to be bound by these Terms. If you are using SonderSoft on behalf of an organisation, you represent that you have the authority to bind that organisation to these Terms.
If you do not agree to these Terms, do not use the Platform.
2. Definitions
| Term | Meaning |
|---|---|
| Platform | SonderSoft and all its modules, apps, and services |
| Workspace | A private organisational environment created by a registered user |
| Workspace Owner / Admin | The user who created or manages a workspace |
| Team Member | A user invited to a workspace by an admin |
| End Customer | A member of the public who interacts with a workspace's public-facing pages |
| Content | Any text, images, files, or data uploaded or created by users on the Platform |
| Plan | The subscription tier (Starter, Growth, Business, or Enterprise) governing access and usage limits |
3. Eligibility
You must be at least 18 years old to create an account on SonderSoft. By creating an account, you confirm that you meet this requirement. SonderSoft is designed for use by businesses and their teams. Personal consumer use is permitted but the Platform is optimised for organisational purposes.
4. Accounts and Workspaces
4.1 Account Registration
You must provide accurate and complete information when creating an account. You are responsible for keeping your credentials confidential. You are liable for all activity that occurs under your account.
4.2 Email Verification
Account activation requires email verification. You must verify your email address before accessing any workspace features.
4.3 Workspace Ownership
The user who creates a workspace is the initial admin. Admin rights can be transferred to another member but cannot be vacated — a workspace must always have at least one admin.
4.4 Workspace Slug
Each workspace is assigned a unique public URL slug (e.g. gosendam.sondersoft.com). Slugs are subject to availability. Innvesio reserves the right to reclaim slugs that are inactive, misleading, or in violation of these Terms.
4.5 One Account Per User
Each email address may be associated with one SonderSoft user account. That account may be a member of multiple workspaces.
5. Subscription Plans and Billing
5.1 Plans
SonderSoft is available on the following plans:
| Plan | Price | Workspaces | Key Features |
|---|---|---|---|
| Starter | Free | 1 | Knowledge module; up to 3 members |
| Growth | $19/month | Up to 2 | Knowledge + Support; up to 10 members |
| Business | $49/month | Up to 3 | Knowledge + Support + CRM (early access); up to 25 members |
| Enterprise | Custom pricing | Unlimited | All features, custom domain, SLA |
5.2 Plan Limits
Features and usage are governed by the plan active at the time of use. Exceeding the member limit for your plan requires an upgrade. Access to modules not included in your plan (e.g. Support on Starter) is not permitted.
5.3 Billing
Billing is processed through our payment provider. By providing payment details, you authorise us to charge your selected payment method on a recurring basis according to your plan. All prices are in USD unless otherwise stated.
5.4 Upgrades and Downgrades
You may upgrade your plan at any time. Downgrades take effect at the next billing cycle. Downgrading to a plan with lower limits (e.g. fewer members, fewer modules) may result in loss of access to features or data associated with the higher-tier plan.
5.5 Cancellation and Refunds
You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period. We do not offer prorated refunds for unused periods except where required by applicable law.
5.6 Free Plan
The Starter plan is provided free of charge subject to these Terms. Innvesio reserves the right to modify or discontinue the free plan with reasonable notice.
6. Acceptable Use
6.1 Permitted Use
You may use SonderSoft to create and manage internal knowledge bases, support inboxes, and related business workflows for lawful purposes.
6.2 Prohibited Conduct
You must not use the Platform to:
- Upload or transmit content that is unlawful, defamatory, harassing, obscene, fraudulent, or that infringes the intellectual property rights of any third party
- Distribute malware, viruses, or any code designed to harm or disrupt systems
- Scrape, crawl, or extract data from the Platform by automated means without our written permission
- Circumvent access controls, authentication, or security measures
- Impersonate any person or entity or misrepresent your affiliation with any organisation
- Violate any applicable Nigerian law, including the Nigeria Data Protection Act 2023, the Cybercrimes (Prohibition, Prevention, Etc.) Act 2015, or any other relevant regulation
- Use the Platform in a manner that interferes with other users or degrades platform performance
Innvesio reserves the right to suspend or terminate accounts that violate this section without prior notice.
7. Content and Intellectual Property
7.1 Your Content
You retain ownership of all content you create, upload, or share on the Platform ("Your Content"). By uploading content, you grant Innvesio a limited, non-exclusive, royalty-free licence to store, display, and transmit Your Content solely as necessary to provide the Platform's services to you.
7.2 Responsibility for Content
You are solely responsible for Your Content. You represent that you have the rights necessary to upload and publish it and that it does not violate any law or third-party rights.
7.3 Public Content
Content published to your workspace's public knowledge base ([slug].sondersoft.com/knowledge) is accessible to anyone on the internet. You are responsible for ensuring that publicly visible content is appropriate and lawful.
7.4 Innvesio's Intellectual Property
SonderSoft, the Innvesio name and logo, and all underlying software, design, and documentation are the intellectual property of Innvesio. These Terms do not grant you any rights in Innvesio's intellectual property beyond the limited right to use the Platform as described herein.
7.5 Feedback
If you provide feedback, suggestions, or ideas about the Platform, you grant Innvesio a perpetual, royalty-free licence to use that feedback without restriction or compensation to you.
8. Data and Privacy
Your use of the Platform is also governed by our Privacy Policy, which is incorporated into these Terms by reference. By using SonderSoft, you agree to the collection and use of your information as described in the Privacy Policy.
9. Third-Party Services
The Platform integrates with or relies on third-party services including Cloudflare (storage and CDN), Zeptomail (email delivery), and Better Auth (authentication). Your use of those services may be subject to their respective terms and policies. Innvesio is not responsible for the acts or omissions of third-party service providers.
10. Availability and Uptime
Innvesio will make reasonable efforts to keep the Platform available. However, we do not guarantee uninterrupted or error-free access. We may conduct scheduled or emergency maintenance that results in temporary unavailability. Formal uptime SLAs are available only on the Enterprise plan.
11. Suspension and Termination
11.1 By You
You may close your account or delete your workspace at any time from the workspace settings. Deletion initiates a 30-day soft-delete window during which the data is recoverable. After 30 days, all workspace data is permanently deleted.
11.2 By Innvesio
Innvesio may suspend or terminate your account if:
- You violate these Terms
- Your subscription payment fails and is not resolved within a reasonable period
- We are required to do so by law or a competent authority
- We determine that continued access poses a risk to the Platform or other users
We will give reasonable notice before termination except where the violation is severe or urgent.
11.3 Effect of Termination
On termination, your access to the Platform ceases. You are responsible for exporting any data you need before deletion. Innvesio is not liable for loss of data following account termination.
12. Disclaimers
THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, INNVESIO DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE.
13. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, INNVESIO SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, DATA, GOODWILL, OR BUSINESS OPPORTUNITIES, ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF THE PLATFORM, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
OUR TOTAL AGGREGATE LIABILITY TO YOU SHALL NOT EXCEED THE TOTAL AMOUNT PAID BY YOU TO INNVESIO IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE CLAIM. FOR FREE PLAN USERS, OUR TOTAL LIABILITY SHALL NOT EXCEED ₦10,000 (TEN THOUSAND NAIRA).
Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under Nigerian law.
14. Indemnification
You agree to indemnify, defend, and hold harmless Innvesio and its officers, employees, and contractors from and against any claims, liabilities, damages, and costs (including reasonable legal fees) arising from: (a) your use of the Platform; (b) Your Content; or (c) your violation of these Terms or applicable law.
15. Governing Law and Dispute Resolution
These Terms are governed by the laws of the Federal Republic of Nigeria. Any dispute arising out of or in connection with these Terms shall first be referred to good-faith negotiation between the parties. If unresolved within 30 days, disputes shall be submitted to the exclusive jurisdiction of the courts of the Federal Capital Territory, Abuja, Nigeria.
16. 'Powered by SonderSoft' Branding
Workspaces on the free Starter plan will display a "Powered by SonderSoft" link in the footer of their public knowledge base. This branding may be removed by upgrading to the Growth plan or above. You must not attempt to remove, obscure, or disable this branding while on the Starter plan.
17. Changes to These Terms
Innvesio may update these Terms from time to time. When we do, we will update the "Last Updated" date above and notify workspace admins by email where changes are material. Continued use of the Platform after the effective date of any updated Terms constitutes your acceptance of the revised Terms.
18. Miscellaneous
- Entire Agreement: These Terms, together with the Privacy Policy, constitute the entire agreement between you and Innvesio regarding the Platform.
- Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force.
- No Waiver: Failure to enforce any provision of these Terms does not constitute a waiver of our right to enforce it in the future.
- Assignment: You may not assign your rights under these Terms without our prior written consent. Innvesio may assign its rights in connection with a merger, acquisition, or sale of assets.
- Language: These Terms are written in English. In the event of any conflict between translations, the English version prevails.
19. Contact Us
For questions about these Terms, please contact:
Innvesio Email: legal@sondersoft.com Location: Abuja, Nigeria
SonderSoft by Innvesio · Confidential · v1.0 · June 2025