How this works, in plain terms.
Written to be read rather than to be survived. Where a clause protects us more than it protects you, it says so and says why.
1Who we contract with
Systeni is sold to businesses only — companies, sole traders acting in their trade, and other organisations. We do not contract with consumers. By ordering, you confirm you are acting for a business. This matters: several terms below, particularly the minimum term and the absence of refunds, apply between businesses and would not apply to a consumer.
2What you are buying
A system built for your operation, not a licence to a finished product. We map how work reaches you today, build the agents and workflows that handle it, connect them to the channels and tools you already use, and run the result. What is built is specific to you, which is why the terms that follow look different from those of a subscription you can switch off on a Tuesday.
3Two ways to buy it
An engagement — we build the system and then run it: hosting, monitoring, updates, fixes and changes as your operation changes, for a monthly fee and a minimum of twelve months. Or a single build — we build it, hand it over, and that is the end of our obligations: one price, paid once, no monthly fee and nothing ongoing from us. Both end in the same place, clause 8. The difference is only how long we are involved before you get there, and clauses 4 to 7 apply to engagements alone.
4Term and notice
Engagements run for a minimum of twelve months from the day the system goes live. Notice to end the engagement must reach us at least one month before the end of the current term, in writing, to hello@systeni.com. Without notice in time, the engagement continues and can then be ended with the same one month's notice. A single build under clause 3 has no term and needs no notice: it ends when the handover is delivered.
5No trial period
There is no free trial and no evaluation phase, because there is nothing standing to evaluate: the work begins with your operation and produces something that exists only for you. What we offer instead is the demo — thirty minutes in which we map where enquiries are being lost and say plainly whether we can help. If we cannot, we say so.
6No refunds
Fees paid are not refunded, in whole or in part, including where an engagement ends early. The reason is the same one that runs through this page: the work is bespoke. Time spent understanding your operation and building against it cannot be recovered and resold to somebody else, unlike a seat on a platform.
7What we do while the engagement runs
Everything the system needs to keep working: hosting, monitoring, updates, fixes, and changes as your operation changes. You are not expected to hold technical staff for it, and you should not need to. Where a change is large enough to be a new piece of work rather than maintenance, we say so before starting it, not afterwards.
8You keep it, and here is exactly what that means
When an engagement ends, or when a single build is delivered, we hand you the system as a package you can run yourself. It contains the application, the database schema, every row belonging to you, your workflows and agent configuration, and the instructions to start it. It is a working copy, not an archive — the test of this clause is that it runs on a machine of yours, and that is the test we apply before calling the handover complete. You may ask for it at any time during an engagement, not only at the end.
Two things it cannot contain, and you will need your own. The system talks to Anthropic for the agents and to an email provider for what it sends; both are accounts in someone's name, and after handover they have to be in yours. We tell you which and where before the handover, not after — a copy that stops working the day our account is closed would make this whole clause a decoration.9What you may do with it
You get a licence to the handed-over system that is perpetual — it does not expire and we cannot withdraw it — for running your own business, including modifying it and having someone else run or modify it for you. It is not exclusive: the same underlying product is licensed to others, and what is yours is your configuration, your data and the work we did for your operation.
What you may not do is resell it, sublicense it, or offer it to third parties as a service of your own. That is the one line, and it is the line because it is the difference between keeping what you paid for and becoming a competitor with our own product.10After the handover we are not involved
From the day of the handover we do not maintain, update, monitor, patch, back up or repair your copy, and we do not answer for it. There are no security updates: a fault found in the product next year is fixed for engagements that are running and is not fixed for you. We give no warranty on the copy and accept no liability for what it does, what it fails to do, or what it costs you — you are running it, and we cannot be responsible for software we are not allowed to touch.
We say this plainly rather than in small print because it is the part people forget. A system nobody maintains degrades quietly: dependencies stop being supported, certificates lapse, a provider changes an interface. None of that announces itself. If you want it kept working, that is an engagement, and you can start one again later.11Your customers' data after the handover
Until the handover we process personal data on your instructions and are responsible to you for doing it properly. From the handover that ends: the copy runs on your infrastructure, you decide what it does, and you are the controller and the operator of it. We delete our copies of your data on the schedule in the privacy notice unless you ask us to sooner, and we will confirm in writing when it is done.
12Your responsibilities
Give us accurate information about how your business works, keep access credentials for connected systems current, and tell us when something changes that the system depends on. Do not use Systeni to break the law, to send messages people have not agreed to receive, or in a way that breaches the terms of a channel it is connected to. We may suspend a system that is being used this way.
13Automated decisions stay yours
Agents act within the rules you set, escalate what falls outside them, and hand over to a person where you have said they must. You decide what runs unattended. We build the escalation thresholds with you and never widen them on your behalf.
14Fees, invoicing and specifics
Prices, payment terms and anything agreed for your engagement in particular — scope, milestones, response times — are set out in your order and take precedence over this page where the two differ. This page covers what is common to every engagement; it does not set your price.
15Changes to these terms
We may update these terms for engagements that start after the change. For a running engagement, the terms you agreed to continue to apply until its term ends, unless we both agree otherwise in writing.
16Governing law
Systeni is operated by Systeni Limited, registered in Hong Kong SAR. These terms are governed by the law of Hong Kong. Nothing here removes a right you hold under a law that cannot be contracted out of.
Questions about any of this before you sign anything are welcome and are answered by a person: hello@systeni.com.