Last updated: 20 May 2026
These Terms of Service (the "Terms") govern your access to and use of Productlane and form a binding agreement between you and Productlane GmbH, Albert-Roßhaupter-Str. 3b, 81369 Munich, Germany ("Productlane", "we", "us"). "You" means the company or other legal entity using Productlane through a workspace, or, where you are accessing Productlane in your personal capacity, you individually.
You agree to these Terms by creating a workspace, signing an Order Form, or otherwise using Productlane. If you accept these Terms on behalf of a company, you confirm that you have authority to bind that company.
Productlane is designed for commercial use. Where we process personal data on your behalf, our Data Processing Addendum ("DPA") at productlane.com/legal/dpa applies in addition to these Terms.
Capitalized terms used in these Terms have the meanings set out below.
Subject to your compliance with these Terms and payment of applicable fees, we grant you a non-exclusive, non-transferable, non-sublicensable, revocable right to access and use the Service during the Subscription Period for your internal business purposes.
Functionality and limits depend on the plan you select. Limits relating to seats, message volume, retention, and similar metrics are described in the Service or in your Order Form.
We continuously improve the Service. We may add, modify, or remove features, provided that we will not materially diminish the core functionality of the plan you are paying for during the Subscription Period.
Some features are labelled as beta, preview, or early access. These are made available without warranty and may change or be discontinued at any time.
The User who creates a Workspace is the initial administrator and may invite, manage, and remove other Users. Each Workspace must have at least one administrator with authority to act on your behalf.
You are responsible for keeping login credentials confidential and for the activities of Users in your Workspace. Logins are personal to each User and may not be shared between individuals. Promptly notify us at [email protected] if you become aware of unauthorized access.
Your affiliates may access your Workspace as Users with our prior written consent. You remain responsible for their compliance with these Terms.
When using the Service, you and your Users will comply with these Terms and applicable law. You agree that you will not:
We may suspend access to all or part of the Service if your or a User's conduct poses a security, legal, or operational risk, or if you fail to remedy a material breach of section 5.1 within a reasonable period after notice. Where the risk is acute (such as an active intrusion attempt or unlawful content), we may suspend immediately and notify you afterwards.
You are responsible for content submitted to the Service by your End Users (for example, support tickets, feedback, or comments). We do not pre-moderate End User content and act as a neutral provider in respect of it.
As between you and us, you retain all right, title, and interest in Customer Data. We claim no ownership over Customer Data.
You grant us a worldwide, non-exclusive, royalty-free license to host, store, process, transmit, display, and otherwise use Customer Data solely as needed to (a) operate, secure, and support the Service for you, (b) develop and provide features within your Workspace, (c) comply with applicable law, and (d) enforce these Terms.
You warrant that you have all rights necessary to submit Customer Data to the Service, that submission and processing of Customer Data does not violate applicable law or third-party rights, and that you have provided any notices and obtained any consents required from End Users.
We may generate and use aggregated, statistical, and technical data derived from operation of the Service (for example, request counts, error rates, feature usage, and performance metrics), provided that this data does not identify you, your Users, your End Users, or the content of Customer Data. We use this data to operate, secure, and improve the Service. We do not sell this data to third parties.
You may export Customer Data through the Service or via our API at any time during the Subscription Period. On termination, Customer Data is deleted in accordance with section 9.5 and the DPA.
The Service includes features that use artificial intelligence, machine learning, or generative models (for example, AI agents that draft replies, classifiers that tag content, and tools that summarize conversations). We refer to these collectively as "AI Features".
We will not use Customer Data to train, fine-tune, or otherwise improve any foundation model or general-purpose AI system, whether owned by us or by a third party. Where we use third-party model providers to deliver AI Features, we contractually require those providers to apply the same restriction to Customer Data submitted through our integration.
We may build indices, embeddings, or vectorized representations of Customer Data solely to provide AI Features within your Workspace (for example, retrieval grounded in your help center articles). These representations are scoped to your Workspace, are not used to serve other customers, and are deleted in accordance with section 9.5.
Outputs produced by AI Features in response to Customer Data are Customer Data and belong to you, subject to the rights granted to us in section 6.2.
AI Features can produce inaccurate or incomplete results. You are responsible for reviewing AI-generated content before relying on it or sending it to End Users.
Fees, billing frequency, and included usage are set out in your Order Form or in the in-product pricing displayed at productlane.com/pricing. All prices are stated exclusive of VAT and other taxes, which are added where applicable.
Fees are billed through our payment processor (currently Stripe). Subscription fees are charged in advance for each billing period. Usage-based fees, where applicable, are charged in arrears.
You are responsible for all taxes associated with your purchases, except for taxes based on our net income.
Overdue payments accrue statutory default interest from the due date until the date of full payment. If a payment remains unpaid more than fourteen (14) days after a reminder, we may suspend or terminate the Service in accordance with section 9.
We may change our pricing with at least thirty (30) days' written notice before the start of a new Subscription Period. Price changes take effect at renewal.
These Terms apply for the duration of your Subscription Period. The initial Subscription Period is as set out in your Order Form or, where you subscribe online, the period you select at checkout.
Unless either party gives written notice of non-renewal at least thirty (30) days before the end of the current Subscription Period, the subscription renews automatically for successive periods of equal length.
You may cancel your subscription at any time through your Workspace settings or by writing to [email protected]. Cancellation takes effect at the end of the current Subscription Period. Fees already paid are non-refundable except as set out in section 9.4 or where required by mandatory law.
Either party may terminate these Terms with immediate effect by written notice if the other party (a) materially breaches these Terms and fails to remedy the breach within thirty (30) days of written notice describing the breach, or (b) becomes insolvent, enters administration, or ceases to do business. Where we terminate for your uncured material breach, no refund is due. Where you terminate for our uncured material breach, we will refund prepaid fees attributable to the period after the effective date of termination.
On termination or expiry of the Subscription Period, your right to access and use the Service ends. You may export Customer Data for thirty (30) days following termination. After that period, we will delete Customer Data from our active systems within a further thirty (30) days, and from backups within ninety (90) days, subject to retention obligations described in the DPA or required by applicable law.
Sections that by their nature should survive termination will do so, including sections 6.4 (Aggregated and usage data), 9.5 (Effect of termination), 10 (Warranties), 11 (Liability), 12 (Indemnification), 13 (Intellectual property), 14 (Confidentiality), 19 (General provisions), and 20 (Governing law and jurisdiction).
Each party warrants that it has the authority to enter into these Terms and that performing under them will not breach any other agreement.
We warrant that during your Subscription Period the Service will perform materially in accordance with the Documentation under normal use. Your exclusive remedy and our sole obligation for breach of this warranty is for us to use reasonable efforts to correct the non-conformity. If we are unable to do so within a reasonable period, you may terminate the affected subscription and receive a refund of prepaid fees attributable to the period after termination.
Except as expressly set out in these Terms and to the maximum extent permitted by law, the Service is provided on an "as is" and "as available" basis. We disclaim all other warranties, whether express or implied, including warranties of merchantability, fitness for a particular purpose, accuracy, and non-infringement. We do not warrant that the Service will be uninterrupted, free of all errors, or capable of meeting all of your specific business requirements.
Beta, preview, and early-access features are provided without any warranty.
Nothing in these Terms limits or excludes either party's liability for (a) death or personal injury caused by negligence, (b) fraud or fraudulent misrepresentation, (c) liability that cannot be excluded under mandatory law (including, where applicable, claims under the German Product Liability Act, Produkthaftungsgesetz), or (d) intentional misconduct.
Subject to section 11.1, each party's total aggregate liability arising out of or in connection with these Terms, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, is limited to the fees you paid or owe us under these Terms in the twelve (12) months immediately preceding the event giving rise to the claim.
Subject to section 11.1 and to the maximum extent permitted by law, neither party is liable for (a) loss of profits, revenue, goodwill, or anticipated savings, (b) loss or corruption of data not caused by the other party's breach of these Terms, or (c) indirect or consequential losses, even if the party was advised of the possibility of such losses.
The limitations in this section 11 apply to damages arising from slight negligence (leichte Fahrlässigkeit), other than damages arising from breach of essential contractual obligations (wesentliche Vertragspflichten, also known as Kardinalpflichten), in which case our liability is limited to the foreseeable damage typical for this type of contract. Our liability for damages arising from gross negligence (grobe Fahrlässigkeit) or intent (Vorsatz) is governed by statutory law, subject to section 11.1.
We will defend you against any third-party claim alleging that your authorized use of the Service infringes that third party's intellectual property rights, and we will pay any amounts a court finally awards against you in such a claim or that we agree to in settlement, provided that you (a) promptly notify us of the claim in writing, (b) give us sole control of the defence and settlement, and (c) provide reasonable cooperation.
We have no obligation under section 12.1 to the extent the claim arises from (a) your modification of the Service, (b) combination of the Service with products or data not supplied by us where the claim would not have arisen but for the combination, (c) Customer Data, or (d) your use of the Service in breach of these Terms.
If a claim under section 12.1 is made or in our reasonable opinion is likely to be made, we may at our option (a) procure for you the right to continue using the affected portion of the Service, (b) modify the Service to make it non-infringing without materially diminishing its functionality, or (c) terminate the affected subscription on written notice and refund the prepaid fees attributable to the period after termination. This section 12 states our entire liability for intellectual property infringement claims relating to the Service.
You will defend and indemnify us against any third-party claim arising from (a) Customer Data, including any claim that Customer Data infringes a third party's rights or violates applicable law, (b) your or any User's breach of section 5 (Acceptable use), or (c) your use of outputs from AI Features in a manner that violates applicable law or third-party rights.
We and our licensors retain all right, title, and interest in and to the Service, the Documentation, our trademarks, and all underlying technology, designs, and improvements, including any intellectual property rights therein. No rights are granted to you except those expressly set out in these Terms.
If you or your Users send us feedback, suggestions, or ideas relating to the Service, you grant us a perpetual, worldwide, royalty-free, irrevocable license to use that feedback for any purpose, including incorporating it into the Service, without obligation to you. You may choose not to send feedback.
With your prior written consent (which may be granted by email), we may identify you by name and logo as a customer on our website and in marketing materials. You may withdraw that consent at any time by writing to [email protected].
"Confidential Information" means non-public information disclosed by one party (the disclosing party) to the other (the receiving party), whether orally, in writing, or otherwise, that is identified as confidential or that a reasonable person would understand to be confidential given the nature of the information and the circumstances of disclosure. Customer Data is your Confidential Information. The Service, our pricing, and our Documentation (other than publicly available portions) are our Confidential Information.
The receiving party will (a) use the disclosing party's Confidential Information only as needed to perform under these Terms, (b) protect it using at least the same degree of care it uses for its own confidential information of similar importance, and in no event less than reasonable care, and (c) disclose it only to employees, contractors, advisors, and affiliates who need to know it and who are bound by obligations of confidentiality at least as protective as these.
Confidential Information does not include information that the receiving party can show (a) was already in its possession without confidentiality obligations before disclosure, (b) is or becomes publicly available through no breach of these Terms, (c) was independently developed without reference to the disclosing party's Confidential Information, or (d) was lawfully received from a third party without confidentiality obligations.
The receiving party may disclose Confidential Information to the extent required by law, regulation, or court order, provided that (where lawful) it gives the disclosing party prompt notice and reasonable cooperation to seek protective measures.
We maintain an information security program with administrative, technical, and organizational measures designed to protect Customer Data against unauthorized access, disclosure, alteration, and destruction. A summary of these measures is published in our DPA and at productlane.com/security (or available on request to [email protected]).
Where we process personal data on your behalf, our DPA at productlane.com/legal/dpa governs that processing and is incorporated into these Terms by reference. In the event of a conflict between these Terms and the DPA on the processing of personal data, the DPA prevails.
We may transfer and process Customer Data in countries outside your country of residence, including outside the European Economic Area, subject to appropriate safeguards as described in the DPA.
We will notify you without undue delay after becoming aware of a confirmed security incident affecting Customer Data, in accordance with the timelines and procedures set out in the DPA.
We use third-party subprocessors to operate and support the Service (for example, cloud hosting, payment processing, email delivery, and customer support tools). A current list is maintained at productlane.com/subprocessors. We remain responsible for the acts and omissions of our subprocessors in relation to the Service. Where we propose to engage a new subprocessor, we will update the list and provide you with reasonable advance notice in accordance with the DPA, so that you have an opportunity to object on reasonable grounds before the change takes effect.
We may modify or discontinue features of the Service from time to time. Where a change materially reduces the core functionality of a paid plan during your Subscription Period, you may terminate the affected subscription by giving written notice within thirty (30) days of the change taking effect, and we will refund prepaid fees attributable to the period after termination.
We may update these Terms from time to time. If a change materially affects your rights or obligations, we will notify you at least thirty (30) days in advance by email to the administrator email address of your Workspace or by an in-product notice. Continued use of the Service after a change takes effect constitutes acceptance of the updated Terms. If you do not agree, you may terminate your subscription before the change takes effect and receive a refund of prepaid fees attributable to the period after termination.
We may send notices to you by email to the administrator email address of your Workspace or through an in-product notification. Notices are considered received on the day they are sent (or, for in-product notifications, on the day they are displayed).
You may send notices to us by email to [email protected] or by post to Productlane GmbH, Albert-Roßhaupter-Str. 3b, 81369 Munich, Germany. Notices sent by email are considered received on the next business day in Munich, Germany.
Neither party may assign or transfer its rights or obligations under these Terms without the other party's prior written consent (such consent not to be unreasonably withheld), except that either party may assign these Terms in connection with a merger, acquisition, reorganization, or sale of substantially all of its assets, provided that the assignee assumes all obligations under these Terms. We may use affiliates and subcontractors to perform our obligations under these Terms, provided we remain responsible for their performance.
You agree to notify us promptly if you undergo a change of control. If the new controlling entity is a competitor of ours or operates the Service in a way that materially changes the way it is used, we may terminate the subscription on thirty (30) days' written notice and refund prepaid fees attributable to the period after termination.
Neither party is liable for failure or delay in performance (other than payment obligations) caused by events beyond its reasonable control, including natural disasters, war, acts of terrorism, public health emergencies, industrial disputes affecting third parties, outages of telecommunications or hosting providers, and acts of government.
These Terms, together with any Order Form, the DPA, and policies referenced in these Terms, constitute the entire agreement between you and us in relation to the Service and supersede all prior agreements and understandings on the same subject matter.
In the event of a conflict between documents, the following order of precedence applies (highest first): (a) signed Order Form, (b) DPA, (c) these Terms, (d) Documentation.
Failure or delay by either party in exercising a right or remedy under these Terms does not waive that right or remedy.
If a provision of these Terms is held to be invalid or unenforceable, the remaining provisions remain in full force and effect, and the invalid provision will be modified to the minimum extent necessary to make it enforceable while preserving the parties' original intent.
The parties are independent contractors. These Terms do not create a partnership, joint venture, agency, or employment relationship.
These Terms confer no rights on any third party.
The English version of these Terms is the authoritative version. We may provide translations as a convenience; in the event of any discrepancy, the English version prevails.
These Terms and any non-contractual obligations arising out of or in connection with them are governed by the laws of the Federal Republic of Germany, excluding the conflict-of-laws principles and the United Nations Convention on Contracts for the International Sale of Goods (CISG). Where you are a consumer within the meaning of section 13 of the German Civil Code (BGB) and habitually reside in another country, the mandatory consumer-protection provisions of that country also apply where they are more favourable to you.
The courts of Munich, Germany have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms. Where you are a consumer, you may also bring proceedings in the courts of the country in which you are habitually resident, and we may bring proceedings against you only in the courts of the country in which you are habitually resident.
This section applies only where you are a consumer within the meaning of section 13 of the German Civil Code (BGB), being an individual entering into these Terms for a purpose that is outside your trade, business, profession, or craft. Productlane is designed for commercial use, and these provisions are offered in addition to the mandatory consumer-protection rules that would otherwise apply.
You have the right to withdraw from a paid subscription within fourteen (14) days without giving any reason. The withdrawal period expires fourteen (14) days after the day on which the contract is concluded. To exercise the right of withdrawal, send an unequivocal statement of your decision to withdraw to [email protected] or by post to Productlane GmbH, Albert-Roßhaupter-Str. 3b, 81369 Munich, Germany.
By starting to use the Service within the fourteen-day withdrawal period, you expressly request that we begin performance during that period. You acknowledge that, in accordance with section 356(4) of the German Civil Code (BGB), your right of withdrawal lapses once we have fully performed the service, and that you may be required to pay a proportionate amount for the part of the service performed up to the point at which you communicate your withdrawal, calculated in proportion to the full scope of services covered by the contract.
The European Commission provides a platform for out-of-court online dispute resolution at ec.europa.eu/consumers/odr. We are not obliged and not willing to participate in dispute resolution proceedings before a consumer arbitration board.
If you have questions about these Terms, contact us at:
Productlane GmbH
Albert-Roßhaupter-Str. 3b
81369 Munich, Germany
[email protected]