Terms of Service

Last updated: 24 October 2026

1. Who we are and who these terms apply to

These Terms of Service ("Terms") govern access to and use of the CueLens website and application (the "Service"). The Service is provided by Dream Ideas Tomasz Dąbrowski, a sole proprietorship registered in Poland in the Central Register of Business Activity (CEIDG), with its registered address at Aleja Komisji Edukacji Narodowej 19/5, 02-797 Warszawa, Poland, tax ID (NIP) 5832756805 ("we", "us"). Contact: contact@cuelens.ai.

The Service is intended for businesses. By creating an account or connecting a workspace, you accept these Terms on behalf of the company you represent ("you", the "Customer"), and you confirm you're authorised to do so. If you don't agree, please don't use the Service.

2. The Service

CueLens connects to your customer support tools, such as Intercom, using read-only access. It analyses conversations with AI to surface cues: possible bugs, feature requests, business opportunities, unhappy customers, and anything else you define through custom lenses. It can group cues into clusters and send them to tools you choose, such as issue trackers, boards like Trello, or team channels.

3. Plans and fees

When you install CueLens, you get a free analysis of 50 conversations. Ongoing analysis is available on a paid plan, as described on our pricing page or in a quote we send you. Unless a quote says otherwise, the paid plan works like this:

• Price and limit. The plan costs USD 49 a month and covers up to 500 new conversations analysed in each monthly billing period. When the limit is reached, analysis of new conversations pauses until the next period starts. Unused conversations don't carry over. A conversation that changes after it was analysed, for example because the customer wrote again, may be analysed and counted again.
• Taxes. Prices don't include VAT or other taxes, which are added where the law requires.
• Payment. Payments are processed by Stripe. You pay each month in advance, by card, and the plan renews automatically every month until you cancel it. Invoices are available under Settings › Billing.
• Cancelling. You can cancel at any time under Settings › Billing. The plan then stays active until the end of the period you've paid for and isn't renewed. Uninstalling CueLens from Intercom also cancels renewal. Deleting your company's data in Settings ends the plan immediately. Fees already paid aren't refunded for a partly used period, unless the law requires otherwise. Cancelling doesn't delete your data: cues already found stay available until you delete them or close your account.
• Failed payments. If a payment fails, Stripe retries it over the following days and ongoing analysis continues meanwhile. If it still can't be collected, the plan ends and analysis of new conversations stops.
• You'll never be charged unless you actively agree to a paid plan.
• We'll give you at least 30 days' notice before changing the fees of a paid plan you're on.
• We work to keep the Service available and improving, but features may change, be added or be removed. Unless we agree otherwise in writing, we don't guarantee any particular availability or support response times.

4. Your account

• Keep your login details confidential. You're responsible for activity under your company's accounts.
• Give accurate information, and tell us promptly if you suspect unauthorised access.
• You decide who in your organisation gets access, and you're responsible for their use of the Service.

5. Your data

• Ownership. You keep all rights to the conversations, the images attached to them and other data you make available to the Service ("Customer Data"), and to the cues produced from it.
• Our use. You give us a limited licence to process Customer Data only to provide, secure and support the Service for you, including tuning detection for your workspace based on your feedback. We don't sell Customer Data, share it with other customers or use it to train general-purpose AI models.
• Personal data. Where Customer Data includes personal data, we process it as your processor under our Data Processing Agreement, which forms part of these Terms. Our Privacy Policy explains how we handle the personal data of our own contacts and users.
• Your responsibility. You confirm that you have a lawful basis to let us process Customer Data. That includes giving your own customers any information the law requires, for example in your privacy notice.
• Images. CueLens stores images attached to your conversations, whether sent by your customers, your agents or a bot, so your team can view them in the app. Images aren't analysed by AI or sent to destinations such as Trello, and contact details aren't removed from them automatically. You're responsible for who in your organisation can see them.
• Deletion. You can disconnect an integration or close your account at any time. We then delete Customer Data as set out in the Data Processing Agreement.

6. AI-generated output

Cues, confidence scores, severity ratings, summaries and clusters are generated automatically and may be incomplete or inaccurate. CueLens is a tool to help your team prioritise. It doesn't replace your own judgment. You're responsible for deciding what to do with any cue, including how you contact your customers.

7. Acceptable use

You agree not to:

• use the Service in breach of the law, including data protection law, or of your agreements with third parties such as Intercom or Trello,
• connect data sources you're not authorised to connect,
• try to access other customers' data, get around security or usage limits, or disrupt the Service,
• reverse engineer the Service, except where the law allows it,
• resell the Service or use it to build a competing product.

We may suspend access if we reasonably believe these rules are being broken or the Service or other customers are at risk. Where possible, we'll tell you first.

8. Third-party services

Integrations with third-party tools, such as Intercom, Trello, issue trackers and chat tools, are subject to those providers' own terms. Payments are made through Stripe, under Stripe's terms. We aren't responsible for their availability, or for changes on their side that affect the integration.

Trello (optional). If you connect Trello, you give CueLens an API token with read and write access, and choose a board list for new cards and a list that means "done". CueLens uses the token only to create cards for the cues you send to Trello and, about every 15 minutes, to check which list each of those cards is in, so it can close cues whose card reached the done list. It doesn't read your Trello profile or email, and doesn't change anything else. Please note:

• A Trello token can't be limited to one board. It acts as its Trello user on every board that user can reach. We recommend creating a dedicated Trello user that belongs only to the board you connect.
• The token doesn't expire, so status sync keeps working. You can revoke it at any time in your Trello account settings, or by disconnecting the integration in CueLens. If the token is revoked or loses access to the board, card creation and status sync stop.
• Cards created by CueLens contain cue content, which can include excerpts of your customers' conversations. Everyone with access to the board can see them. You're responsible for who has access to the board, and for the cards once they're in Trello.

9. Our intellectual property

The Service, including its software, design, the CueLens name and logo, and documentation, belongs to us or our licensors. For the duration of these Terms, we give you a non-exclusive, non-transferable right to use the Service for your internal business purposes. If you send us feedback or suggestions, we may use them freely and without obligation to you.

10. Confidentiality

Each party will keep the other's non-public information confidential and use it only for purposes connected with the Service. This doesn't apply to information that is public, was already known to the recipient, or has to be disclosed by law.

11. Warranties and liability

• The Service is provided "as is" and "as available". To the extent the law allows, we exclude all warranties, including the statutory warranty for defects (rękojmia) under the Polish Civil Code.
• Neither party is liable for lost profits, lost revenue, lost business opportunities or indirect damages.
• Our total liability under these Terms is limited to the greater of: (a) the fees you paid us in the 12 months before the event giving rise to the claim, or (b) PLN 500.
• These limits don't apply to damage caused intentionally, or in any other case where the law doesn't allow liability to be limited.

12. Term and termination

These Terms apply from the moment you start using the Service until your account is closed. You can stop using the Service and close your account at any time. We can end the Service for you with 30 days' notice, or immediately for a serious breach of these Terms. If we end it for any reason other than your breach, we'll refund fees you've paid for the unused part of the current billing period. Sections 5 (deletion), 6, 9, 10, 11 and 14 continue to apply after termination.

13. Changes to these Terms

We may update these Terms, for example when we change our plans or add features. We'll notify account holders of significant changes by email or in the app at least 14 days before they take effect. If you keep using the Service after that, you accept the new Terms. If you don't agree, you can close your account before the changes take effect.

14. Governing law and disputes

These Terms are governed by Polish law. Any disputes will be resolved by the common court with jurisdiction over our registered address, unless mandatory law requires otherwise. If you're a sole trader entitled to consumer-level protection under Polish law for contracts that aren't of a professional nature for you, those protections apply regardless of this section.

15. Contact

Questions about these Terms? Write to contact@cuelens.ai or use the contact form.