Terms and Conditions

1. General information

These Terms and Conditions of Use (the “Terms”) govern access to and use of the Tulkea platform (the “Platform”), owned by Tulkea (hereinafter, “Tulkea”, “we” or “our”), by users who contract and use it in the context of their professional or business activity (the “Customer” or the “Customers”).

By registering, accessing or using the Platform, the Customer declares that they have read and understood these Terms and that they accept them in full. If the Customer does not agree with them, they must not use the Platform.

2. Purpose of the service

Tulkea provides a multi‑tenant SaaS platform that allows businesses to:

Centralize customer communication channels (for example, phone, web, email and other channels supported from time to time).
Configure business accounts, internal and external teams, and access permissions.
Automate workflows and channel procedures using agents and subtasks, with tree‑like traceability and version control.
Visualize, intervene, track and audit communication threads, messages and associated subtasks.

Tulkea may extend or modify the functionalities of the Platform at any time, provided that the contracted features are not substantially reduced without due notice to the Customer.

3. Account and organization registration

3.1. User account and organization
To use the Platform, it is necessary to create a user account and associate it with an organization. The model is based on:

End users (Users) who access with individual credentials.
Organizations (Organization) that group users and define whether they act as provider (tenant type “admin”) or customer (tenant type “customer”).
Members (Member) that link users to organizations with internal roles (owner, admin, member).
Business accounts (Business_Accounts) and teams (Team, Team_Member) that organize work within each organization.

The Customer undertakes to provide truthful, complete and up‑to‑date information, and to keep their access credentials confidential.

3.2. Responsibility for the account
The Customer is responsible for all activities carried out from their organization, business accounts, teams and channels. The Customer must supervise the use made by its employees, collaborators or authorized third parties and ensure that they comply with these Terms.

4. Roles, permissions and delegated access

4.1. Internal access control
The Platform allows the Customer to define and limit access to resources through:

Organization and business account members (Business_Account_Member).
Internal and external teams (Team, Team_Member).
Channel members (Channel_Member) with roles such as admin, operator or viewer.
Visibility rules based on the relationship between organization, business account, channel and team.

The Customer is responsible for properly configuring permissions and periodically reviewing access in order to prevent unauthorized use.

4.2. Delegated access
The Platform allows customer organizations to grant delegated access to the admin organization (for example, for support or outsourced management) through the Delegated_Access model. When the Customer grants delegated access:

It guarantees that it has a legal basis to share the corresponding data.
It is responsible for the permissions granted and may revoke them at any time.
It accepts that delegated users or teams will act following its instructions, without Tulkea becoming the controller with respect to the Customer’s end‑third parties, beyond what is set out in the Privacy Policy and, where applicable, in the relevant data processing agreement.

5. Permitted use and restrictions

5.1. Professional use
The Platform is intended for professional and business use. The Customer undertakes to use it in accordance with applicable law, these Terms and the principle of good faith.

5.2. Prohibited activities
In particular, the Customer is prohibited from:

Using the Platform for unlawful or fraudulent activities, or in a way that infringes the rights of third parties (including intellectual property, privacy or confidentiality rights).
Introducing or disseminating content that is defamatory, offensive, discriminatory, violent, pornographic or contrary to public order.
Exceeding reasonable technical usage limits (for example, by generating excessive automated traffic or denial‑of‑service attacks).
Attempting to gain unauthorized access to other tenants, organizations, business accounts, channels, threads or subtasks.
Reverse engineering, decompiling or attempting to extract the source code of the Platform.
Circumventing the Platform’s security, audit or traceability controls.

Tulkea may suspend or cancel the Customer’s access in the event of misuse or serious breach of these Terms.

6. Customer content

6.1. Ownership of content
The Customer retains all rights over the data and content that it introduces into the Platform (for example, messages, events, attachments, end‑customer data, channel configurations and procedures, etc.), without prejudice to the licenses necessary for the provision of the service.

6.2. License in favor of Tulkea
The Customer grants Tulkea a non‑exclusive, worldwide license for the duration of the contractual relationship to:

Host, process, reproduce and, where applicable, transform the data to the extent necessary to provide the Platform.
Generate metadata, statistics and audit logs associated with threads, messages, subtasks, traces and events (Threads, Messages, Subtasks, Traces, etc.).
Improve the security, stability and performance of the service.

Tulkea will not use the Customer’s data for its own commercial purposes unrelated to the provision of the service without the Customer’s prior consent.

6.3. Responsibility for content
The Customer warrants that:

It has all necessary rights and authorizations over the data and content it processes through the Platform.
It has properly informed its own users and end customers and has the corresponding legal bases for data processing in accordance with data protection regulations (for example, the GDPR and local regulations).
It will not introduce into the Platform data whose processing is prohibited by law or by agreements with third parties.

7. Data protection and privacy

The processing of personal data on the Platform is governed by the Privacy Policy and, where applicable, by the data processing agreement entered into with the Customer when Tulkea acts as processor.

The Customer is responsible for complying with its obligations as controller with respect to the personal data of its own customers, employees and end users.

8. Security and activity logs

8.1. Security measures
Tulkea applies appropriate technical and organizational measures to protect the confidentiality, integrity and availability of data, including, among others:

Role‑ and organization‑based access controls.
Audit logs and operational traceability through trace trees (Traces, Trace_Events).
Reasonable backup and recovery procedures.

8.2. History and traceability
The data model makes it possible to maintain a branched history of executions and subtasks (similar to a version control system), so that:

Rollbacks create new branches and do not overwrite history.
The current state is defined at a single point per subtask.
Audit, debugging and post‑hoc analysis are facilitated.

The Customer understands that certain actions are logged for security and traceability purposes.

9. Service availability

Tulkea will use reasonable efforts to provide high availability of the Platform, but cannot guarantee continuous and uninterrupted availability. Temporary interruptions may occur for technical reasons, maintenance or service improvements, and Tulkea will always seek to:

Provide reasonable advance notice of planned downtime.
Minimize the impact on normal use of the Platform.

10. Intellectual and industrial property

10.1. Rights over the Platform
Tulkea and/or its licensors are the exclusive owners of all intellectual and industrial property rights over the Platform, its code, interfaces, designs, trademarks, logos and other associated elements, except for the content provided by the Customer.

10.2. License to the Customer
Tulkea grants the Customer a limited, non‑exclusive, non‑transferable and revocable license to use the Platform during the term of the contract and solely for its own internal business activities.

The Customer agrees not to dispose of the Platform (transfer, sublicense, lease, etc.) without Tulkea’s prior written authorization.

11. Fees and billing

Unless otherwise specified in a specific proposal or contract, access to the Platform is provided on a subscription basis. Fees, billing cycles and economic conditions will be specified in the commercial offer or in the Customer’s admin panel.

Tulkea may update fees by notifying the Customer in advance in accordance with applicable regulations and, where relevant, the minimum notice periods.

12. Term and termination

12.1. Term
The relationship between Tulkea and the Customer will have the term established in the applicable commercial conditions (for example, monthly or annual, automatically renewable), unless terminated in accordance with these Terms.

12.2. Termination for breach
Either party may terminate the relationship in the event of a material breach by the other party that has not been remedied within a reasonable period after notification.

12.3. Effects of termination
Upon termination:

The Customer’s access to the Platform will be suspended.
Tulkea will retain data for the time strictly necessary to manage the termination, comply with legal obligations and, thereafter, will delete or anonymize it, unless the law requires a longer retention period.
The Customer is responsible for exporting or requesting the data it wishes to retain before the effective termination date, in accordance with the tools provided by the Platform.

13. Liability

13.1. Limitation of liability
To the extent permitted by law, Tulkea will not be liable for:

Indirect, incidental, special or consequential damages (including loss of profits, data or business opportunities).
Failures or incidents arising from the Customer’s or third‑party providers’ technological infrastructure (for example, channel providers, networks, external hosting services, etc.).
Errors caused by misconfigurations made by the Customer (for example, misconfigured permissions, incorrect channel procedures or automation rules that lead to undesired outcomes).

In any event, Tulkea’s total aggregate liability to the Customer for all matters related to the Platform will be limited, except in cases of willful misconduct or gross negligence, to the amounts actually paid by the Customer to Tulkea during the twelve (12) months preceding the event giving rise to the claim.

13.2. Customer indemnity
The Customer will hold Tulkea harmless from third‑party claims arising from:

The Customer’s or its users’ unlawful use of the Platform or use contrary to these Terms.
The lack of a legal basis or adequate information to data subjects for the personal data the Customer processes through the Platform.
Any infringement of third‑party rights caused by the content or data provided by the Customer.

14. Changes to the Terms

Tulkea may amend these Terms to adapt them to legal, technical or business changes. When material changes occur, Tulkea will notify the Customer within a reasonable period in advance via the Platform or other contact methods.

Continued use of the Platform after the new terms enter into force will constitute acceptance of them.

15. Governing law and jurisdiction

Unless otherwise set out in a specific contract or mandatory rules, these Terms will be governed by and construed in accordance with the laws applicable at Tulkea’s registered office, and any dispute will be submitted to the competent courts of that jurisdiction, with the parties expressly waiving any other jurisdiction that may correspond to them.

If you have any questions about these Terms, you can contact us through the channels indicated on the Platform or in our contact section.