Terms of Service

These Terms of Service (the “Terms”) are an agreement between TREFUR PTE. LTD. (UEN 202615732M) (“Trefur”, “we”, “us” or “our”) and the organisation or person that accepts them (“Customer” or “you”). They govern your access to and use of the Trefur website at trefur.com, the application at app.trefur.com, the Trefur APIs, software development kits (“SDKs”), command-line tools, collector software, connectors and documentation (together, the “Services”).

By creating an account, clicking to accept, or using the Services, you agree to these Terms. If you accept on behalf of an organisation, you confirm that you have authority to bind it, and “you” means that organisation. If you do not agree, do not use the Services.

The Services are offered for business use only, not to consumers. You confirm that you are using them for the purposes of your trade, business or profession.

1. Order forms and precedence

You may also sign an order form or other written agreement with Trefur that refers to these Terms (an “Order Form”). An Order Form signed by both parties prevails over these Terms to the extent of any conflict, but only for the Services it covers. Purchase orders and other terms you issue have no effect, even if we accept them or do not reject them. A data processing addendum signed by both parties (a “DPA”) governs our processing of personal data on your behalf.

2. Definitions

• “Customer Data” means data you or your Authorised Users submit to the Services, including Telemetry and Connected App Data, and the records the Services generate from it for you.
• “Telemetry” means traces, spans, events, metrics, logs, tool calls, model calls and related metadata sent to the Services by our SDKs, our collector, OpenTelemetry exporters, proxies or APIs.
• “Connected App Data” means data the Services read from a third-party system you connect, such as a productivity suite, identity provider, chat platform, code host or cloud account.
• “Agent” means any AI agent, model, assistant, automation or application that you build, deploy, connect or observe with the Services.
• “Authorised User” means a person you allow to use the Services under your account.
• “Plan” means the free or paid subscription tier that applies to your account, with the limits described on our pricing page, in the application or in your Order Form.

3. Accounts

• You must give accurate account information and keep it up to date.
• You are responsible for your Authorised Users, for keeping passwords, API keys, collector keys and tokens secret, and for everything done under your account or with your keys.
• Tell us promptly at legal@trefur.com if you believe your account or keys have been compromised.
• Authorised Users must be at least 18 years old and able to enter into a binding contract.

4. Your data

4.1 Ownership

As between you and Trefur, you own Customer Data. We claim no ownership of it.

4.2 Our right to use Customer Data

You grant Trefur a worldwide, non-exclusive, royalty-free licence, for as long as we hold Customer Data, to host, copy, process, transmit and display it as needed to provide, secure, support and maintain the Services for you, to prevent abuse, and to comply with law. Our sub-processors may do the same on our behalf. We do not sell Customer Data.

4.3 Aggregated and de-identified data

We may create and use data that is aggregated and de-identified so that it does not identify you, your Authorised Users or any individual (“Aggregated Data”), to operate, secure and improve the Services. What Aggregated Data may be contributed to shared product intelligence, what is never contributed, the default setting for each Plan, and how to switch contribution off are described in the Data Contribution Terms, which form part of these Terms.

4.4 Your responsibilities for Customer Data

You are responsible for Customer Data and for having every right, notice and consent needed for us to process it under these Terms, including data about your employees, contractors and end users. You choose what your Agents and connected systems send to the Services. Our SDKs and collector redact common sensitive values by default before telemetry leaves your environment, but redaction is pattern-based and cannot catch everything, and you are responsible for your redaction and capture settings. Do not send special category or regulated data (for example health records, payment card data or government identifiers) unless a signed agreement with us expressly permits it.

4.5 Retention, export and deletion

Telemetry is kept for the retention period of your Plan and then deleted, as described in our Privacy Policy. You are responsible for exporting anything you want to keep before it expires or before your account ends. We are not responsible for Customer Data deleted in line with your Plan, your settings, your instructions or these Terms.

5. Your agents, your configuration, your decisions

The Services help you see and govern what Agents do. They do not operate your Agents, and Trefur does not control the models, tools, prompts or data your Agents use. In particular:

• Observe by default. Out of the box, the Services record and report activity; they do not stop it. Blocking, denial, approval and other enforcement features act only where you choose to turn them on, in the places you configure. Whether enforcement fails open or fails closed when Trefur cannot be reached is also your configuration choice.
• Your policies are your decisions. You decide which rules, policies, thresholds, alerts and approvals apply. Suggested rules, templates, defaults and classifications are starting points, not advice, and you are responsible for reviewing them before you rely on them.
• Effects of enforcement. If you turn on blocking, an Agent action may be stopped, delayed or allowed according to your configuration, and that can interrupt your systems or the work of your users. You are responsible for those effects, including where an action is blocked that you wanted to allow, or allowed that you wanted to block.
• Actions of Agents. You are solely responsible for your Agents, their outputs and the actions they take, including calls to tools, systems and third parties. Trefur is not responsible or liable for any action an Agent takes or fails to take, whether or not the Services observed, flagged, allowed or failed to block it.
• Human oversight. AI systems can be wrong, unpredictable and manipulated. You must keep appropriate human oversight, testing and safeguards in place, and you are responsible for complying with the laws that apply to your use of AI.
• Outputs are observations, not certifications. Reports, records, alerts, classifications, summaries and other outputs of the Services describe what the Services observed or inferred over a stated period. They are not a certification, audit opinion, rating, legal or compliance advice, or a promise about the future behaviour of any Agent, app or person.

6. No guarantee of complete discovery or detection

Discovery and detection depend on what your Agents, SDKs, collectors and connected systems send or expose, on third-party APIs, on your configuration, and on techniques that are inherently incomplete. Trefur does not warrant that the Services will find every Agent, app, integration, user, credential, data flow, policy violation, prompt injection, data leak or other risk, or that they will classify anything correctly. A missed detection, a false positive, a delayed alert or an incomplete inventory is not a breach of these Terms, and Trefur is not liable for it.

7. Acceptable use

You must not, and must not allow anyone else to:

• use the Services in breach of any law, or to infringe or misappropriate anyone's rights;
• send data to the Services that you have no right to send, or use the Services to monitor people where that is unlawful or without the notices and consents the law requires;
• connect a third-party system you are not authorised to connect;
• probe, scan or test the security of the Services, or bypass any limit, authentication or access control, except under a written security-testing agreement with us;
• interfere with or overload the Services, or exceed rate or usage limits by any means;
• upload malware or other harmful code;
• access or attempt to access another customer's data or account;
• copy, reverse engineer, decompile or disassemble the hosted Services, except to the extent the law permits despite this restriction (software we publish under an open-source licence is governed by that licence);
• resell, sublicense, rent or provide the Services to third parties, except as an Order Form allows;
• use the Services, or information obtained from them, to build a competing product, or publish benchmarks of the Services without our written consent;
• remove proprietary notices; or
• misrepresent your identity or affiliation.

8. Connected apps and third-party services

When you connect a third-party system, you authorise Trefur to access it with the permissions you grant, for the purposes described in our Privacy Policy. Your use of that system is governed by your agreement with its provider. Third-party systems and their APIs are outside our control; their providers may change, limit or withdraw access at any time, and Trefur is not responsible for them or for any resulting gap in the Services. You may disconnect a connected app at any time.

9. Beta, preview and early-access features

Features labelled beta, preview, early access, limited availability, experimental or similar (“Beta Features”) are provided for evaluation. Beta Features are provided “AS IS” and “AS AVAILABLE”, without any warranty, support or other commitment, may be changed or withdrawn at any time without notice, and are excluded from any service level in an Order Form. To the extent the law allows, Trefur has no liability arising from Beta Features.

10. Fees, billing, renewal and cancellation

10.1 Free Plan

The free Plan is provided at no charge, within the limits shown on our pricing page and in the application. We may change those limits, or withdraw the free Plan, with reasonable notice.

10.2 Paid Plans and our payment processor

Self-serve paid Plans are recurring subscriptions, charged in advance through our payment processor, Stripe. By subscribing you authorise us, through Stripe, to charge your payment method for each billing period (currently monthly), and for usage above your Plan's included allowances where your Plan provides for usage-based charges. Payment card details are collected and held by Stripe, not by Trefur. Fees for Enterprise and other sales-assisted Plans are set by the Order Form.

10.3 Free trials

We may offer a free trial of a paid Plan. Unless the trial offer says otherwise, a trial lasts 14 days, one trial is available per workspace, and we may ask for a payment method when the trial starts. If you give a payment method, the trial converts automatically into a paid subscription at the end of the trial and your payment method is charged, unless you cancel before the trial ends. If you start a trial without giving a payment method, your account returns to the free Plan when the trial ends.

10.4 Automatic renewal

Paid subscriptions renew automatically at the end of each billing period for another period of the same length, at the then-current price, until you cancel. You can cancel at any time from the billing settings in the application. Unless the cancellation screen or an Order Form says otherwise, cancellation takes effect at the end of the current paid period, your Plan stays active until then, and no further renewal charge is made. Your account then moves to the free Plan: features and allowances above the free Plan stop, and data older than the free Plan's retention period may be deleted. You are responsible for cancelling in time; we do not undertake to send renewal reminders.

10.5 Price changes

We may change our prices. A price change for an existing paid subscription takes effect from the first billing period that starts at least 30 days after we notify you. If you do not agree, you may cancel before the change takes effect.

10.6 No refunds

Fees are non-refundable, and we do not give refunds or credits for partial billing periods, unused allowances, downgrades, or periods when the Services were unavailable or degraded, except where a signed Order Form says otherwise or where the law requires it.

10.7 Taxes and late payment

Fees exclude taxes. You are responsible for all taxes, duties and levies related to your purchase, other than taxes on Trefur's income. If a payment fails or is overdue, we may retry the charge, and we may suspend paid features or move your account to the free Plan until the amount is paid.

11. Service availability and support

There is no service level agreement for the free Plan, for any self-serve paid Plan, or for any other Plan that is not an Enterprise Plan. On those Plans Trefur makes no commitment as to uptime, availability, latency, data delivery, support response times or resolution times, and no service credits or refunds are available for downtime, degradation or data loss.

A service level agreement is available only to Enterprise customers, and only under a signed Order Form. If your Order Form includes one, that Order Form governs service levels and the remedies for missing them, and those remedies are your sole and exclusive remedies for that failure.

We may perform maintenance, and the Services may be interrupted or degraded for planned or unplanned reasons, including failures of our hosting, database, network or other providers. Any support we offer is provided on a reasonable-efforts basis through the channels described for your Plan. We may change, add or remove features of the Services; if we remove a material feature of a paid Plan you are using, we will give you reasonable notice.

12. Suspension

We may suspend all or part of your access to the Services immediately, with notice where practicable, if we reasonably believe that (a) you or your Authorised Users are in breach of Section 7 (Acceptable use) or of the law, (b) your use poses a security, stability or legal risk to the Services, to Trefur or to others, (c) payment is overdue, or (d) the law or a provider we depend on requires it. We will restore access once the cause is resolved.

13. Term and termination

• These Terms apply from when you first accept them until all your subscriptions and Order Forms have ended and you stop using the Services.
• You may stop using the Services and cancel your subscription at any time. Cancelling does not entitle you to a refund (see Section 10.6).
• Either party may terminate for the other's material breach that is not cured within 30 days after written notice. We may terminate immediately for a breach of Section 7 or where the law requires it.
• We may close a free account on 30 days' notice.
• When your access ends, your right to use the Services ends, and Customer Data is deleted in line with the retention and deletion practices described in our Privacy Policy. Export what you need first.
• Sections 4, 5, 6, 10 (for amounts owed), 14 to 19, 21 and 22 survive the end of these Terms.

14. Confidentiality

Each party will use the other's non-public information that is marked or reasonably understood to be confidential only to perform under these Terms, and will protect it with at least reasonable care. This does not apply to information that is or becomes public through no fault of the recipient, was already known to it, is independently developed, or is lawfully received from a third party. A party may disclose confidential information where the law requires, after giving notice where lawful.

15. Intellectual property and feedback

Trefur and its licensors own the Services, including all software, documentation, designs and improvements, and all related intellectual property rights. Subject to these Terms and your Plan, we grant you a non-exclusive, non-transferable, non-sublicensable right to use the Services for your internal business purposes while your account is active. Software we publish under an open-source licence is governed by that licence. If you give us feedback or suggestions, we may use them without restriction or obligation to you.

16. Disclaimer of warranties

To the maximum extent permitted by law, the Services, Beta Features, documentation and all outputs are provided “as is” and “as available”, with all faults. Trefur, its affiliates and its suppliers disclaim all warranties, conditions and representations, whether express, implied, statutory or otherwise, including any implied warranties or conditions of merchantability, satisfactory quality, fitness for a particular purpose, title, non-infringement, accuracy, completeness and quiet enjoyment, and any arising from course of dealing or usage of trade.

Without limiting the above, Trefur does not warrant that the Services will be uninterrupted, timely, secure or error-free, that data will be delivered or retained without loss, that defects will be corrected, that the Services will detect, prevent or block any particular activity, or that any output is accurate or complete.

Some jurisdictions do not allow some of these exclusions. Where that is the case, they apply to the fullest extent the law allows.

17. Limitation of liability

To the maximum extent permitted by law, neither Trefur nor its affiliates, officers, employees, agents or suppliers will be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for any loss of profits, revenue, business, goodwill or anticipated savings, loss or corruption of data, cost of substitute services, or business interruption, however caused and under any theory of liability (contract, tort including negligence, strict liability or otherwise), even if advised of the possibility of such damages.

To the maximum extent permitted by law, Trefur's total aggregate liability arising out of or relating to these Terms and the Services will not exceed the fees you actually paid to Trefur for the Services in the twelve (12) months before the event giving rise to the claim, or, if you paid no fees in that period, one hundred US dollars (USD 100).

These limits apply to all claims together, and even if a limited remedy fails of its essential purpose. Nothing in these Terms limits liability that cannot be limited by law, such as liability for death or personal injury caused by negligence, or for fraud.

18. Indemnification

You will defend Trefur, its affiliates and their officers, employees and agents against any third-party claim, demand, investigation or proceeding, and indemnify them against all resulting losses, damages, fines, penalties, costs and expenses (including reasonable legal fees), arising out of or relating to: (a) Customer Data, including any claim that its collection, transfer or processing under these Terms breaches law or anyone's rights; (b) your Agents and any action they take or fail to take; (c) your configuration, policies and enforcement decisions; (d) your connection of any third-party system; or (e) your or your Authorised Users' use of the Services in breach of these Terms or the law. Trefur will notify you of the claim promptly, let you control its defence (you may not settle a claim that imposes obligations on Trefur without its consent), and cooperate reasonably at your expense.

19. Force majeure

Neither party is liable for any failure or delay in performance (other than payment obligations) caused by events beyond its reasonable control, including natural disasters, epidemics, war, terrorism, civil unrest, labour disputes, acts of government, power or internet failures, cyberattacks, and failures or outages of hosting, database, network, payment or other third-party providers.

20. Changes to these Terms

We may update these Terms. We will post the updated Terms on this page with a new “Last updated” date. If a change is material, we will give at least 30 days' notice by email to the account owner or in the application before it takes effect, unless the change is required by law or addresses a security issue, in which case it may take effect sooner. Changes do not apply to disputes that arose before they take effect. By continuing to use the Services after a change takes effect, you accept it; if you do not agree, you must stop using the Services and cancel. A signed Order Form can only be changed in a writing signed by both parties.

21. Governing law and venue

These Terms and any dispute arising out of or relating to them or the Services are governed by the laws of the Republic of Singapore, excluding its conflict-of-laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply. Disputes will be resolved exclusively in the courts of the Republic of Singapore, and each party submits to their jurisdiction. Either party may seek injunctive or other equitable relief in any court of competent jurisdiction to protect its intellectual property or confidential information.

22. General

• Entire agreement. These Terms, any Order Form, any DPA and the documents they refer to are the entire agreement between the parties about the Services and replace any prior agreement or understanding about them.
• Assignment. You may not assign or transfer these Terms without our prior written consent. We may assign them to an affiliate or to a successor in a merger, acquisition or sale of all or substantially all of the relevant business or assets.
• Severability and waiver. If a provision is held unenforceable, it will be enforced to the maximum extent possible and the rest remain in effect. Failing to enforce a provision is not a waiver.
• Relationship. The parties are independent contractors. There are no third-party beneficiaries.
• Export and sanctions. You will comply with the export-control and sanctions laws that apply to your use of the Services, and you confirm that you are not a person with whom those laws prohibit us from dealing.
• Notices. We may give notices to the email address of your account owner or in the application. Legal notices to Trefur must be sent to legal@trefur.com; a notice is received when we acknowledge it by email.
• Language. These Terms are written in English. Any translation is for convenience only, and the English version governs.

23. Contact