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NĀRO General Terms and Conditions

Version 2.1, effective from 22 September 2026

This is a translation of the Dutch text. If the two differ, the Dutch text prevails.

Article 1. Who we are and applicability

  1. NĀRO is a sole proprietorship (eenmanszaak), registered in the trade register of the Dutch Chamber of Commerce (KvK) under the trade name NARO, KvK number 42062951, VAT identification number NL005466791B70. Contact: contact@gonaro.ai. The registered business address is on record in the trade register and is available on request.
  2. The Client is the business that enters into an agreement with NĀRO; NĀRO does not work for consumers. The Service is NĀRO's software that detects quotes and follows them up with AI. A user is an employee whose Microsoft mailbox is connected via OAuth. The account holder receives the morning overview. A period lasts one month. The first quarter means the first three months of the agreement. In writing includes email.
  3. These terms apply to every agreement relating to the Service. The Client's terms do not apply. Deviations are possible only in writing. If a provision is invalid, the rest remains in force and the parties replace it with a valid provision that comes as close to it as possible.

Article 2. Agreement and Service

  1. The agreement is formed as soon as the Client accepts NĀRO's quote or order confirmation in writing. The rate, the number of users and any special arrangements are stated in it.
  2. NĀRO may improve the Service as long as its core remains: detecting quotes, drafting and sending follow-up emails, and giving the account holder control. If a change materially disadvantages the Client, the Client may terminate as of the date the change takes effect.
  3. Onboarding is included. NĀRO does additional work, such as custom work, only after a written agreement and for an agreed fee.
  4. Availability of the Service is an obligation of effort; NĀRO does not guarantee uptime. A follow-up email sent a few days late because of an outage is not in itself a failure to perform.
  5. Support is provided by email at contact@gonaro.ai. NĀRO aims to give a first substantive response within 48 hours, counting only working days.

Article 3. AI and sending mode

  1. The Service uses AI to write drafts and classify replies. AI can make mistakes.
  2. The Client chooses a sending mode per user or for all users:
    1. Morning overview (default). On a day with scheduled follow-up emails, the account holder receives an overview of the drafts in the morning. The account holder can let each follow-up email go or hold it back. If the account holder does not respond before the deadline stated in the overview (by default four hours after the overview is sent, adjustable), the follow-up email is sent as planned.
    2. Send directly. Follow-up emails are sent at the scheduled times without a morning overview. NĀRO switches this mode on only at the Client's written request.
  3. A follow-up email is always sent from the user's own mailbox and in the user's name. A follow-up email sent in accordance with the chosen sending mode counts as sent with the Client's approval. The Client is responsible for the content and the consequences, including any commitments and prices in it.
  4. NĀRO does not train AI models on data of the Client, users or recipients; under its terms, Anthropic may not do so either.
  5. If the law requires an AI marking in emails, NĀRO adds an invisible, machine-readable marking and the Client does not remove it.

Article 4. Obligations of the Client

  1. The Client ensures that users are authorised to connect their mailbox, secures access to the Service and tells NĀRO in advance when the number of users changes.
  2. The Client is the controller, has lawfully obtained the recipients' data and informs recipients and users as required by the GDPR, including about the style profile.
  3. The Client ensures that follow-up emails comply with the law, decides itself whether an unsubscribe option is included, and does not use the Service for spam, deception, unlawful purposes or emails to people who have not been sent a quote.

Article 5. Prices and payment

  1. The monthly rate depends on the number of users and is stated in the quote or order confirmation. Prices exclude VAT.
  2. NĀRO collects the rate monthly in advance by automatic direct debit through its payment provider, unless the quote or order confirmation states otherwise. The Client gives a mandate for this at the start and receives an invoice by email for each payment. If a collection fails and the Client still does not pay after a reminder with a payment term of 14 days, the Client owes the statutory commercial interest and reasonable collection costs, and NĀRO may suspend the Service five working days after announcing this.
  3. NĀRO may adjust its rates once per calendar year, not during the first quarter, with at least two months' written notice and taking effect at the start of a new period. If the increase exceeds the rise in the consumer price index (CPI, all households) published by Statistics Netherlands (CBS) over the preceding twelve months, the Client may terminate as of the date the increase takes effect.
  4. Arrangements specific to a client, such as a founding rate and what the Client does in return, are stated in the quote or order confirmation. A founding rate is not increased during the first twelve months.

Article 6. Term and termination

  1. The agreement runs for at least three months (the first quarter) and after that for an indefinite period.
  2. Either party can terminate as of the end of a period, with a notice period of one month, but not earlier than as of the end of the first quarter.
  3. Notice can be given by email to contact@gonaro.ai. NĀRO confirms in writing within five working days.
  4. Amounts paid are not refunded on termination, except where these terms say so (Articles 2(2), 5(3), 7, 9(6) and 10(3)).
  5. Either party may terminate with immediate effect in writing if the other party is declared bankrupt or granted a suspension of payments, or fails to perform a material obligation and does not remedy this within 30 days of a written notice of default.

Article 7. Guarantee

  1. If the Client does not win a single job on a quote registered in the Service during the first quarter, NĀRO refunds what the Client paid for that quarter.
  2. A job is won if a recipient accepts, in whole or in part, a quote registered in the Service during the first quarter, even if the acceptance does not follow a follow-up email. This is established if at least one of the following applies:
    1. the Service has registered a reply from the recipient showing the acceptance;
    2. the Client has told NĀRO that the quote was accepted; or
    3. the Client's records show that it accepted the job, such as an order confirmation, signed quote or invoice.
  3. The guarantee applies if the Client met these conditions throughout the first quarter:
    1. on average at least 10 quotes per month were registered and followed up through the Service, for the Client as a whole;
    2. the mailbox connections were active; an interruption caused by the Client totalling more than five working days counts as not met, an interruption caused by NĀRO does not;
    3. the Client did not systematically switch off follow-up or systematically hold back follow-up emails, except where following up was pointless;
    4. the Client paid its invoices for the first quarter.
  4. The Client requests the refund in writing at contact@gonaro.ai within 30 days after the end of the first quarter, stating that it did not win a job as referred to in paragraph 2. NĀRO assesses the request within 14 days, may ask for an explanation and for access to documents concerning the registered quotes, and explains a rejection in writing.
  5. If NĀRO approves the request, NĀRO refunds within 14 days, by credit note, what the Client paid for that quarter. Additional work (Article 2(3)) is not covered by the guarantee.
  6. After a timely request, the Client may, notwithstanding Article 6(2), terminate as of the end of the calendar month in which it submits the request. NĀRO refunds amounts paid in advance for the remaining time pro rata.
  7. The guarantee applies once per client; companies in the same group or with the same owner count as one client. If it later turns out that the Client did win a job, the Client repays the amount to NĀRO.

Article 8. Intellectual property and confidentiality

  1. The rights in the Service, the software and the documentation belong to NĀRO. Data and texts the Client brings into the Service remain the Client's; the Client may freely use drafts and sent follow-up emails. For the style profile, NĀRO keeps only the profile itself, not the emails it was derived from; the Client can have it deleted.
  2. The parties keep each other's confidential information secret and use it only for the agreement, until two years after its end, unless the law requires otherwise.

Article 9. Liability and force majeure

  1. NĀRO's total liability is limited to direct damage, up to at most the amount NĀRO invoiced the Client in the three months before the event causing the damage, excluding VAT. If that amount is lower than EUR 750, EUR 750 applies as the maximum.
  2. Direct damage means only: reasonable costs to determine the damage, to have a failure of NĀRO remedied, to limit damage, or to report and limit a data breach caused by a failure of NĀRO.
  3. NĀRO is not liable for indirect damage, such as lost profits, missed jobs, reputational damage and business interruption, nor for damage caused by the content of a follow-up email sent with the Client's approval (Article 3(3)), by outages at suppliers, by incorrect information from the Client or by use contrary to these terms.
  4. These limitations do not apply in the event of intent or deliberate recklessness on the part of NĀRO.
  5. A right to compensation arises only if the Client reports the damage to NĀRO in writing within two months after it discovered or could have discovered the damage. A claim lapses twelve months after that discovery.
  6. In the event of force majeure, including outages at suppliers such as Microsoft and Anthropic, internet or power failures, cyberattacks and government measures, NĀRO is not obliged to perform. If the force majeure lasts longer than 30 days, either party may terminate in writing; NĀRO refunds amounts paid in advance for the remaining time pro rata.

Article 10. Final provisions

  1. NĀRO processes personal data on behalf of the Client as a processor. The data processing agreement forms part of the agreement.
  2. When the agreement ends, NĀRO stops sending and disconnects the mailbox connections. Within 30 days after the end, NĀRO deletes the data of the Client, users and recipients, including style profiles and access tokens, except what NĀRO is legally required to keep.
  3. NĀRO may change these terms and emails the new version at least 30 days in advance. A change that materially disadvantages the Client takes effect only at the start of a new period; the Client may then terminate as of the date the change takes effect. Changes required by new legislation may take effect sooner.
  4. NĀRO may transfer the agreement to a legal successor that continues the business, for example a private limited company (BV), after giving at least 30 days' notice; the Client may then terminate as of the date of the transfer.
  5. Dutch law applies. The parties first try to resolve a dispute together within 30 days; after that, the court in the district of Rotterdam has jurisdiction.