Legal

Terms of Service

Last updated: August 06, 2026

1. Introduction

Welcome to Glassflow GmbH ("Glassflow," "we," "our," or "us"). These Terms of Service govern your use of our SaaS platform and associated services ("Service"), which are accessible globally. By using our Service, you confirm your acceptance of these Terms. If you disagree, you may not use our Service. The materials contained in this Website are protected by copyright and trademark law.

Glassflow complies with German and European laws, including GDPR, while extending compliance with other international regulations where applicable.

This is your main contract with GlassFlow. It sets the rules for using our cloud solution: you pay for a subscription, and we provide the service. You own your data; we use it only to deliver and improve the Solution. Some plans are free, most are paid, and fees/renewals are transparent. Either side can end the contract (you at the end of any billing cycle, us with notice or for cause). We keep confidentiality, protect your data, and commit not to sell or misuse it. Liability is capped, with standard exceptions. If we need to change terms, we'll give you 30 days' notice — you can walk away with a refund if you don't agree.

Most customers subscribe to self-serve via the in-product checkout—no separate signatures are needed; enterprise customers may use a separately executed Order Form.

2. Definitions

User: Any person or entity using the Service.
Consumer: A natural person acting outside their trade or profession (as per Section 13 BGB).
Business Customer: An individual or entity using the Service professionally.
Client Data: means any data or content submitted to or collected by the Solution from or on behalf of Client.
Client Personal Data: CPD has the meaning given in the DPA and is a subset of Client Data.
Solution‑Generated Data: means usage, telemetry and metadata generated by the Solution; Solution‑Generated Data does not include Client Personal Data
Billing Cycle: means the recurring subscription interval selected by Client (e.g., monthly or annual).
Affiliate: means any entity that controls, is controlled by, or is under common control with a party.
Order Form: means (a) for self-serve plans, the selections Client makes and confirms in the in-product checkout/upgrade flow (including plan, Billing Cycle, and any add-ons) as displayed at or after checkout; and (b) for enterprise plans, a separately executed order form, statement of work, or similar document signed by both parties. For self-serve plans, no separate signature is required.
DPA: means Data Processing Agreement, which you find in detail on XXX

3. Eligibility

Minimum Age: Users must be at least 18 years old or the age of the legal majority in their jurisdiction.
Consumer Protection: Consumers are entitled to specific rights, such as the 14-day withdrawal period.

4. Service Access and Availability

Global Access: While the Service is accessible worldwide, availability and functionality may differ based on local laws and infrastructure.
Availability: Glassflow strives for 99.9% uptime, but may perform maintenance or updates that could cause temporary disruptions.
Modifications: Glassflow may add, modify, or discontinue certain features for operational or legal reasons, with prior notice where feasible.
Services: GlassFlow operates a software as a service (SaaS) Solution which provides monitoring, analytics, and development tools for businesses engaged in software development and operations pertaining to large language and other generative artificial intelligence (AI) and machine learning models (the 'Solution'). GlassFlow operates multiple instances of the Solution, including its U.S. cloud, and EU cloud, each subject to the terms and governing law set out in this Agreement. The client may only use the Solution for its own business activities. If the Parties have agreed upon a specific number of authorized users, the Solution may only be used by the agreed number of users.
Subscription: During the Subscription Term, GlassFlow will provide the services identified in the Digital Order Form in accordance with the Documentation and if applicable the SLA. GlassFlow may update or modify the services from time to time; however, GlassFlow will not materially decrease the overall functionality or security of the services provided to Client during the then-current Subscription Term. Public website materials are descriptive and may change; material reductions will follow notice and termination rights.
Access: GlassFlow may, at its own discretion, temporarily block Client's access to the Solution as a whole or to individual parts thereof if there are concrete circumstances indicating that Client is violating or has violated the terms of the Agreement, or if GlassFlow has another legitimate interest in blocking the access. GlassFlow shall give the legitimate interests of Client due consideration before blocking the access. GlassFlow shall notify Client of any such blocking and restore access without undue delay if the corresponding circumstances justifying the blocking are no longer present. If Client repeatedly violates the terms of the Agreement despite being notified, GlassFlow reserves the right to block access permanently and to terminate the Agreement without notice for good cause.
Updates: GlassFlow may, without being obliged to do so, update, amend and/or further develop the Solution (each, a 'Release') at any time, in particular to reflect new legal, technical and/or other relevant developments. GlassFlow shall take Client's legitimate interests into consideration when implementing such a Release and in each case in good time inform Client and/or in any other appropriate form disclose such Release, if the Client may reasonably expect such information and/or disclosure in consideration of the content, scope and/or impact of the Release.
Client’s Terms & Conditions: The application of Client's terms and conditions is excluded. Deviating, conflicting or supplementary terms and conditions of Client shall only become part of the Agreement if and to the extent that GlassFlow has expressly agreed to their validity in writing. This requirement of written consent also applies if GlassFlow accepts Client's payments without reservation, provides the service without reservation and in full knowledge of Client's terms and conditions and in other similar circumstances.
Business Use: The Solution and associated services provided hereunder are exclusively intended for clients acting in a business capacity. By using the Solution, Client confirms that it acts in a business capacity. By signing up, accessing, or using the Solution, Client indicates its acceptance of this Agreement and agrees to be bound by the terms and conditions of this Agreement. The person accessing or using the Solution on behalf of the Client represents that they are authorized to accept this Agreement on behalf of the Client.

5. Account Registration and Responsibilities

Account Creation: Users must provide accurate and complete information when creating an account.
Account Security: Users are responsible for safeguarding their credentials. Notify us immediately if you have unauthorized access. You maintain responsibility for account and password security, ensuring all users within your team do likewise. GlassFlow bears no liability for losses resulting from security failures on your end.
Bots: “Bot”-registered or automated account creation is allowed. The client is responsible and liable for for any action and results caused by the bot.

6. Subscription Plans and Payments

Self-serve plans: The Client's selections and confirmation in the in-product checkout/upgrade flow constitute the Order Form for purposes of these Terms & Conditions; no countersignature is required. If the parties separately agree on bespoke terms these shall take precedence over this agreement. The Solution is contracted and billed on a subscription basis ('Subscription'). A subscription terminates with the end of the term of the Agreement pursuant to section 14 (termination and data retrieval).
Free Tier and Free Trial: GlassFlow may, at its sole discretion, provide either (a) a free subscription tier (e.g. currently the 'Free' plan), or (b) a time-limited free trial of certain paid plan features (each, a 'Free Offer').
Free Tier (Free Plan): The Free Tier is provided without charge and does not automatically convert into a paid subscription. Client will only incur charges if it affirmatively upgrades to a paid plan.
Free Trials: Client may be required to provide billing information at registration. Billing will not occur until the Free Trial expires. Unless Client cancels prior to expiration, the subscription will automatically convert to the selected paid plan, and Client will be charged the applicable fees beginning on the final day of the Free Trial period.
Modifications and Disclaimers: GlassFlow may modify or discontinue any Free Offer at any time and in its sole discretion, with or without notice. Free Offers are provided 'AS IS' and without warranty, support, indemnity, or liability by GlassFlow.
Pricing: Details of subscription tiers and pricing are available on the Glassflow website.
Credits: GlassFlow may offer credits that can be used for the offered services. The amount of credits given and how they equal services will be specified in your account.
Taxes: All fees exclude applicable taxes and duties. Where required by law, we collect taxes on behalf of the relevant authorities.
Price Change: Glassflow reserves the unilateral right to modify the pricing of any Product offering. If the price of a Product subscription goes up by 7% or less in a year, the seller doesn't need to get direct approval from the Customer for this change. GlasFlow may update pricing effective on renewal of the then‑current Subscription term, with at least 30 days' prior notice. Mid‑term changes apply only to (i) add‑ons Client elects, (ii) usage‑based overages per published rates, or (iii) changes in taxes. If GlassFlow must implement a material mid‑term change for legal or regulatory reasons, Client may terminate the affected Subscription within 30 days of notice and receive a pro‑rated refund of pre‑paid fees for the terminated portion.
Payment Methods: A valid payment method, including credit card, is required to process the payment for Client's Subscription. Client shall provide GlassFlow with accurate and complete billing information and a valid payment method. By submitting such payment information, Client authorizes GlassFlow to charge all Subscription fees incurred through Client's account to any such payment instruments. Should automatic billing fail to occur for any reason, GlassFlow will issue an electronic invoice indicating that Client must proceed manually to settle the full payment within fourteen (14) days as indicated on the invoice. Subscriptions automatically renew unless cancelled before the end of the billing cycle. Users will be notified of upcoming renewals.
Refunds: Refunds follow German consumer protection laws and international standards, typically limited to billing errors or cancellations within the withdrawal period. Refund requests are handled on a case-by-case basis. Contact help@glassflow.ai if you believe you are owed a refund.
Payment Methods: Payments are processed via secure payment providers. Users must ensure sufficient funds and valid payment information.
Late Payments: As permitted by law, overdue payments may incur interest/fines, and access to the Service may be restricted.
Additional Charges: All prices associated with the Subscriptions are quoted exclusive of any applicable taxes, levies, or duties. The subscriber is responsible for any such additional charges. Upgrades to a paid plan charge immediately. Subsequent upgrades or downgrades take effect at the next billing cycle.

7. User Obligations

Compliance: Users must adhere to applicable laws in their country and avoid misuse of the Service.
Third-Party Access: Users are responsible for any third-party applications they integrate with the Service and must ensure these comply with Glassflow's security standards.
Documentation: Client shall use the Solution in accordance with the applicable documentation for the Solution ('Documentation') GlassFlow may reasonably update, revise and/or amend the Documentation from time to time and in each case in good time and appropriately (i) inform Client and/or (ii) disclose such update, revision and/or amendment publicly. Such updated, revised or amended Documentation then constitutes the applicable Documentation. Client shall ensure its systems always meet the requirements set out in the Documentation at its own expense.
Data completeness: Client is responsible for (i) the accuracy and completeness of all data introduced into the Solution by or on behalf of Client or Client's customers that is stored in or processed by the Solution (such data referred to as 'Client Data'), (ii) determining the suitability of the Solution for its purposes, (iii) ensuring the processing configurations, settings and the administrative, technical and physical safeguards implemented by Client in connection with Client's use of the Solution are consistent with all laws applicable to Client. Client shall obtain or provide all necessary rights, consents, and notices for GlassFlow to be able to use Client Data as necessary to fulfil its obligation under this Agreement. In addition, Client is obliged not to transfer, migrate and/or in any other way introduce any data to the Solution the use of which violates applicable law, official orders, third-party rights, or agreements with third parties.
Prohibited Activities:
Sharing login credentials.
Engaging in unlawful or harmful activities.

Client will not:

(i) reverse engineer, decompile, or bypass technical controls; (ii) use the Solution to provide a competing service or resell the Solution without explicit permission given by GlassFlow; (iii) conduct security/vulnerability testing without GlassFlow's prior written authorization not to be unreasonably withheld; (iv) knowingly transmit malicious code, unlawful, or infringing content; (v) use for high‑risk activities where failure could lead to death or personal injury; or (vi) exceed agreed usage limits. GlassFlow may suspend for violations.

Suspension for Cause: GlassFlow may suspend Client's access to the Solution upon: (a) undisputed invoices outstanding 30 days after due date; (b) material breach of the Agreement; or (c) security, availability, or integrity risk. Where practicable, GlassFlow will give prior notice and will promptly restore access once the issue is resolved. Suspension does not relieve Client's payment obligations.
Client must appropriately protect and store the credentials allowing access to the Solution transmitted by GlassFlow against access by third parties. Client shall ensure that these access credentials are only used within the contractually agreed scope. Client must inform GlassFlow immediately of any unauthorized access to the access data or the Solution as soon as reasonably practicable but in no event later than seventy two hours upon becoming aware of such unauthorized access.

8. Data Protection and Privacy

GDPR Compliance: Glassflow processes personal data under GDPR and other applicable laws.
Data Rights: Users have the right to access, correct, and delete personal data (Articles 15–21 GDPR).
International Transfers: Data is stored in GDPR-compliant EU servers. For global Users, data transfers follow EU adequacy frameworks or equivalent safeguards.
Client Data: Client Data is and will remain owned exclusively by Client. Client hereby grants GlassFlow a worldwide, limited-term, non-exclusive license to host, process, and transmit Client Data solely as necessary to provide, maintain, and support the Solution for Client under this Agreement or any other contract / Order Form between the parties. GlassFlow shall not access, analyze, or use Client Data to develop competing products or services, nor to reverse engineer, disassemble, or decompile Client Data in any way. GlassFlow commits to not sell Client Data to third parties or train Artificial Intelligence Models utilizing Client Data.
Solution-Generated Data: GlassFlow may collect and use Solution-Generated Data from Client Data only as needed to operate, maintain, improve, and support the Solution. This includes purposes such as diagnostics, analytics, customer support, system performance, and reporting. GlassFlow will not share this data externally unless it is (a) aggregated or anonymized with data from other clients, and (b) cannot reasonably be used to identify the Client, its Users, or any Client Data.
Feedback: Client may, but is not required to, give GlassFlow suggestions, feedback, or comments about the Solution or related offerings ('Feedback'), in which case Client gives Feedback 'AS IS'. GlassFlow may use all Feedback freely without any restriction or obligation.

9. Intellectual Property

Ownership: Glassflow and licensors retain ownership of software, trademarks, and content. The Solution (excluding Client Data) and its features and functionalities as well as the Documentation are and will remain the exclusive property of GlassFlow and its licensors (collectively 'Property of GlassFlow'). Property of GlassFlow is protected by copyright, trademark, and other laws pertaining to the protection of intellectual property rights. GlassFlow's trademarks and trade dress may not be used in connection with any product or service without the prior written consent of GlassFlow.
User License: Users receive a limited, non-exclusive license to access the Service during their subscription term. Client may use the Solution and the Documentation exclusively in accordance with the Agreement and only in the ordinary course of its business. To this end, GlassFlow grants Client the revocable, non-exclusive, and non-transferable right to use the Solution and Documentation for the term of the Agreement to the contractually agreed extent. Apart from this, Client does not acquire any right, title, or interest in, to or under, copyright, trademark, and/or other laws pertaining to the protection of intellectual property rights.
Restrictions: Users may not copy, distribute, or reverse-engineer Service components.

10. Service Levels (Custom Only)

Only for Clients on an enterprise plan or with an Order Form that includes a Service Level Agreement (a 'SLA').
GlassFlow will use commercially reasonable efforts to meet the target availability for core services stated in the Order Form, measured by GlassFlow's production monitoring/status records. If the target is not met,
Client may request service credits as specified in the Order Form; credits are Client's sole remedy and will not exceed fees for the affected period.
Exclusions include scheduled/emergency maintenance, Client/third-party causes, beta/preview features, and force majeure.
GlassFlow may update this Section, but will not materially reduce commitments during the then-current term; any reduction applies only at renewal.

11. Liability Limitation

For Consumers: Liability is governed by Sections 309 and 310 of the BGB. Consumers retain all statutory rights for product defects or negligence. You are accountable for all content that passes through your GlassFlow proxy configuration and all activity on your account.
For Business Customers: Liability is limited to foreseeable damages typical of contracts in this domain. You are accountable for all content that passes through your GlassFlow proxy configuration and all activity on your account.
Exclusions: Liability for gross negligence, fraud, or mandatory legal protections (e.g., Product Liability Act) remains unaffected.
Unlawful purpose: Services may not be used for any unlawful purpose, to violate any regulations, or to transmit malicious content through the proxy.
Password/Security: GlassFlow bears no liability for losses resulting from security failures on your end.

12. Right of Withdrawal (Consumers Only)

Consumers have the right to withdraw from the contract within 14 days of purchase without giving any reason.(Section 13 BGB)

Instructions for Withdrawal:

You are solely responsible for proper cancellation through Settings → Billing in the dashboard. Email or phone requests do not constitute cancellation.
Additionally, you can also submit a withdrawal request to Glassflow GmbH via email help@glassflow.ai or by sending it via postal mail to the following address:Glassflow GmbHPrinzessinnenstraße 19/2010969 BerlinAdditionally, you can use our withdrawal form (Available in English and German).
Canceling before the end of your billing period allows continued access through the remainder of that period without additional charges.
Refunds will be processed within 14 days of receiving the request

13. Termination and Data Retrieval

Termination by Users: Users may cancel subscriptions anytime. Services will remain active until the end of the billing cycle. To cancel your subscription, contact us at help@glassflow.ai.
Termination by Glassflow: Glassflow reserves the right, in its sole discretion, to terminate your access to the Services, without liability to you or any third party, for any reason or no reason, including, but not limited to, your breach of these Terms.
Abuse: Verbal, physical, written, or other abuse directed at GlassFlow employees results in immediate account termination.
Data Retrieval: Upon cancellation, your data is permanently deleted from active systems within 30 days and from backups within 60 days. Recovery is not possible afterward. Export your data before canceling.
Licenses: Upon termination or expiration, all licenses granted under this Agreement terminate.

14. Dispute Resolution

Applicable Law: These Terms are governed by German law.
Jurisdiction: Disputes will be resolved in German courts, with mandatory consumer protection rights applied globally.
Global Users: Mandatory local consumer protections apply where relevant for users outside Germany.

15. Force Majeure

Glassflow is not responsible for delays or failures caused by events outside its control, such as natural disasters, cyberattacks, or regulatory changes.

16. Modifications to Terms

We reserve the right to amend these Terms. Users will be notified of material changes 30 days before implementation. Continued use of the Service constitutes acceptance. If Client objects to a material change that adversely affects it, Client may terminate the affected Subscription before the effective date and GlassFlow will refund any prepaid fees for the period after termination. Amendments to the DPA, BAA (US) or Privacy Policy are governed by their own change clauses.

The Agreement states the entire agreement and understanding between the parties and supersedes all prior representations, agreements, and understandings, whether written or oral, relating to its subject matter.

A determination that any provision of the Agreement is invalid or unenforceable shall not affect the other provisions of the Agreement and the provision that is held to be invalid or unenforceable shall be replaced by a valid and enforceable provision that would give the best legal and commercial effect to the intention of the parties. No modification of the Agreement, and no waiver of any breach of the Agreement, shall be effective unless in writing and signed by an authorized representative of the party against whom enforcement is sought.