Terms of service

1. Introduction

These Terms of Service (“Terms”) govern the purchase of Vindrose gateways and the use of the Vindrose service for recording and transcribing two-way radio traffic (the “Service”), provided by Vindrose sp. z o.o. (a Polish limited liability company, spółka z ograniczoną odpowiedzialnością, registered at ul. Piękna 58c, 50-506 Wrocław, Poland; entered in the National Court Register under KRS No. 0001261581; tax ID (NIP) 8993066384) (“Vindrose”, “we”, “us”).

The Service is intended for businesses and public bodies only. By ordering a gateway, accepting an offer or using the Service on behalf of an organisation (the “Customer”), you confirm that you are authorised to bind that organisation. An individual offer or order form signed with the Customer prevails over these Terms where they differ.

2. Definitions

• Gateway — the Vindrose device, based on a single-board computer, that connects to the Customer’s radio equipment, records and transcribes transmissions and stores a local copy.
• Channel — one radio audio source recorded by the Service. One gateway handles up to 4 channels.
• Plan — Start, Pro or Enterprise, as described on our pricing page or in an offer.
• Customer Data — recordings, transcripts, metadata and other content created with the Service.

3. Gateways

• Purchase. Gateways are sold for a one-time price shown in the offer, excluding VAT and shipping. Ownership passes to the Customer when the price is paid in full.
• Delivery and setup. We ship the gateway preconfigured. The Customer connects it to its radio equipment and network following our guide; remote help is available. No on-site visit is included.
• Warranty. We warrant gateways against hardware defects for 12 months from delivery. We repair or replace a defective gateway after it is returned to us. The warranty does not cover damage from misuse, unsuitable power or environment, or opening the device. To the extent permitted by law, statutory warranty for defects (rękojmia) is excluded, as both parties act as businesses.
• Software. Software on the gateway is licensed, not sold, and may be used only with an active Service subscription. We update it remotely.

4. The Service

The Service records transmissions on the gateway, transcribes speech on site, synchronises audio, transcripts and metadata to the Vindrose cloud in the EU and provides search, playback, export and, depending on the plan, keyword alarms and incident reports. If the internet connection is lost, the gateway continues to record and transcribe locally and synchronises when the connection is restored; cloud features such as alarms run after synchronisation.

Transcription is automated and may contain errors, especially with noisy audio. The audio recording is always kept next to the text and should be checked before important decisions. We may improve and change features without reducing the core functions of a paid plan during its term.

5. Plans, fees and payment

• Subscription fees depend on the plan and the number of channels and are billed monthly or yearly in advance, as chosen by the Customer. Yearly billing includes the discount shown in the offer.
• Prices are in euro and exclude VAT, which is added where applicable.
• Payment is made by bank transfer against an invoice or by card through Stripe. Invoices are payable within 14 days unless agreed otherwise. If an invoice remains unpaid 14 days after a reminder, we may suspend cloud access; local recording on the gateway is not deleted.
• We may change prices for future billing periods with at least 30 days’ notice.

6. Term and cancellation

• Monthly plans run until cancelled with one month’s notice to the end of a billing month.
• Yearly plans run for 12 months and renew for another 12 months unless cancelled at least one month before the end of the term. Fees for a started yearly term are not refunded.
• Gateway purchases are final once delivered, except for warranty claims.

7. Customer responsibilities

The Customer:

• records only radio networks it owns or is authorised to use, and never intercepts communications it is not entitled to receive;
• informs its staff and other radio users about the recording and has a lawful basis for it under the GDPR and labour law;
• keeps user credentials confidential and manages access rights for its users;
• provides suitable power, network connectivity and environment for gateways;
• does not use the Service to analyse emotions, evaluate individual employees or for any purpose prohibited by the EU AI Act;
• does not reverse-engineer, resell or overload the Service.

8. Customer Data and data protection

The Customer owns its Customer Data. We process it only to provide the Service, as the Customer’s processor under our data processing agreement, which forms part of these Terms. Personal data we process as controller is described in our Privacy Policy.

Cloud archive retention depends on the plan (90 days on Start, 1 year on Pro, up to 5 years on Enterprise) or a shorter period set by the Customer. After the contract ends, the Customer can export its data for 30 days; then it is permanently deleted from the cloud.

9. Availability and support

We aim for high availability of the cloud Service and inform Customers in advance of planned maintenance. Support is provided by email on working days. Service levels for Enterprise Customers are set in their individual agreement. Support contact: [email protected].

10. Intellectual property

The Service, its software, design and trademarks, including the Vindrose name and logo, belong to Vindrose or its licensors. The Customer receives a non-exclusive, non-transferable right to use the Service for its internal business purposes during the subscription.

11. Liability

The Service supports, but does not replace, the Customer’s own safety, dispatch and emergency procedures. To the extent permitted by law, we are not liable for indirect or consequential loss, lost profits or lost data. Our total liability for any claim is limited to the fees the Customer paid in the 12 months before the event giving rise to the claim. Nothing limits liability for wilful misconduct or for liability that cannot be limited by law.

12. Suspension and termination

We may suspend access if the Customer seriously breaches these Terms, including unlawful recording, or if required by law, and will inform the Customer of the reason. Either party may terminate for material breach that is not remedied within 30 days of written notice.

13. Changes to these Terms

We may update these Terms. Material changes are notified to Customers at least 30 days in advance; if the Customer does not accept them, it may cancel before they take effect.

14. Governing law and disputes

These Terms are governed by the laws of Poland, excluding conflict-of-law rules and the UN Convention on Contracts for the International Sale of Goods. The courts competent for Wrocław, Poland have jurisdiction over any dispute.

15. Contact