Terms of Use

These Terms of Use ("Terms") govern access to and use of the Fibre service - secure file uploads for Intercom - provided by PAUELLE LIMITED ("Pauelle", "we", "us", "our"). By creating an account, installing our Intercom app, or otherwise using Fibre (the "Service"), you agree to these Terms.

If you are using the Service on behalf of a company or other entity, you represent that you are authorised to accept these Terms on its behalf. Do not use the Service if you do not agree to these Terms.

1. The Service; high-level summary

Fibre lets your customers upload files inside Intercom and delivers them directly to your chosen storage (e.g., Google Drive, Amazon S3, Azure Blob). By design, file contents do not persist on Pauelle infrastructure. We may process limited metadata and short-lived tokens to enable uploads, download-on-demand (e.g., for expiring links), optional AI summaries, webhooks, and operational logging.

Details on how we handle personal data are in our Privacy Policy and (where applicable) our Data Processing Addendum (DPA).

2. Accounts & eligibility

You must be at least 18 and able to form a binding contract. You are responsible for:

• ensuring account and organisation information is accurate;
• maintaining the confidentiality of credentials and API keys; and
• all activity under your account.

We may suspend or terminate accounts for suspected abuse, security risk, or violation of these Terms.

3. Your data and files

3.1 Ownership

As between you and Pauelle, you own all rights in files and data submitted by you or your end users ("Customer Data").

3.2 Licence to operate the Service

You grant Pauelle a limited, non-exclusive, revocable licence to process Customer Data solely to provide and support the Service (e.g., create upload sessions, post Intercom notes, generate optional summaries you enable), and to comply with law.

3.3 Storage destinations

You configure and control the storage destination(s) for uploads. You are responsible for:

• the configuration, security settings, access control and retention policies of your storage accounts;
• any fees charged by third-party providers (e.g., Google, AWS, Microsoft); and
• complying with their terms.

3.4 No durable storage by Pauelle

Except as necessary to operate the Service (e.g., transient buffers, short-lived job messages, temporary tokens), we do not persist file contents on our servers.

4. Subscriptions, pricing & payment

The Service is offered on a paid subscription basis (e.g., monthly). Plan details and current prices are shown at checkout or in your admin settings.

• Billing. You authorise us (via our payment processor) to charge all applicable fees, taxes and duties to your payment method.
• Auto-renewal. Subscriptions renew automatically until cancelled.
• Cancellation. You can cancel at any time; the subscription remains active until the end of the current billing period.
• Refunds. Fees are non-refundable except where required by law.
• Usage-based features. If you enable metered/AI features, you agree to pay usage charges as described in your plan.

We may change prices or plans on notice effective for the next term.

5. Acceptable use

You agree not to, and not to allow others to:

• upload or transmit unlawful content, malware, or content that infringes third-party rights;
• use the Service for activities that violate privacy, export, or data-protection laws;
• probe, scan, or test the vulnerability of the Service or circumvent security;
• resell, sublicense, or provide the Service to third parties except to support your own end users;
• interfere with or overload the Service.

We may suspend or remove content and/or terminate access for violations.

6. Security

We implement reasonable technical and organisational measures (e.g., TLS in transit; encryption at rest for secrets and tokens; access controls; logging). No service can be guaranteed 100% secure. You remain responsible for securing your storage destinations, identity providers, and Intercom workspace(s).

7. Third-party services

The Service integrates with third-party products (e.g., Intercom, Google Drive, Amazon S3, Azure). Those services are governed by their own terms and privacy policies. We are not responsible for third-party services and do not control their performance or availability.

8. Optional AI features

If you enable AI summaries or similar features:

• We may download files from your storage in memory, extract text, generate outputs via Pauelle models or approved sub-processors, and (optionally) write results back to your storage.
• We do not use your data to train general-purpose models.
• AI outputs can be inaccurate or incomplete; use human judgment before relying on them.
• You must have a lawful basis to process the underlying data.

9. Intellectual property

The Service, software, documentation, and all related IP are owned by Pauelle and its licensors. We grant you a non-exclusive, non-transferable, revocable right to use the Service during your subscription. We welcome feedback; you grant us a free, irrevocable licence to use feedback to improve the Service.

10. Confidentiality

Each party may receive confidential information of the other. The receiving party will use it only to perform under these Terms, protect it with reasonable care, and not disclose it except to personnel and providers who need to know and are bound by similar obligations, or as required by law.

11. Privacy & data protection

Our Privacy Policy explains how we collect and process personal data. Where GDPR/UK GDPR applies and we process personal data as your processor, our DPA (including SCCs where applicable) governs that processing and forms part of these Terms.

12. Availability & support

We aim to provide reliable service with reasonable support through in-product chat or email (support@fibrehq.com). No specific uptime or response-time SLA is provided unless agreed in writing.

13. Warranties & disclaimers

The service is provided "as is" and "as available." To the maximum extent permitted by law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the service will be uninterrupted or error-free.

14. Indemnity

You will defend, indemnify, and hold Pauelle harmless from claims, losses, and costs (including reasonable legal fees) arising out of or related to: (a) your Customer Data; (b) use of the Service in violation of these Terms or law; or (c) your third-party services and configurations.

15. Limitation of liability

To the fullest extent permitted by law:

• Indirect damages excluded. Neither party is liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or loss of profits, revenue, data, or goodwill.
• Cap. Each party's total liability arising out of or related to the Service is limited to the amounts paid by you to Pauelle in the twelve (12) months preceding the event giving rise to liability.
• Exceptions. The above limits do not apply to liability for death or personal injury caused by negligence, fraud, wilful misconduct, or your payment obligations.

16. Term & termination

These Terms start when you first use the Service and continue until your subscription ends. We may suspend or terminate your access immediately for material breach, security risk, or non-payment. On termination, your right to use the Service ends; accrued fees remain due. We may retain administrative records as required by law.

17. Changes to the Service or Terms

We may update the Service and these Terms from time to time. If changes are material, we will provide reasonable notice (e.g., in-app message or email). Continued use after changes take effect constitutes acceptance.

18. Export & sanctions

You represent that you are not subject to sanctions and will not use the Service in violation of export, sanctions, or embargo laws.

19. Governing law; venue

These Terms are governed by the laws of England and Wales, excluding conflict-of-laws rules. The courts of England and Wales have exclusive jurisdiction, and London is the agreed venue, except that either party may seek injunctive relief in any court of competent jurisdiction.

20. General

These Terms (together with any Order/Checkout, Privacy Policy, and DPA) are the entire agreement and supersede prior agreements on the same subject. If any provision is unenforceable, the remainder remains in effect. You may not assign these Terms without our written consent; Pauelle may assign to an affiliate or in connection with a merger, acquisition, or sale of assets. No waiver is implied by delay or failure to enforce.

21. Contact

PAUELLE LIMITED
Email: legal@fibrehq.com | support@fibrehq.com