Lansy Terms of Service

Last updated: November 3, 2026

These Terms replace the Terms of Use dated 17 October 2026.

1. About these Terms

1.1 These Terms of Service (the "Terms") are entered into between COLLABO TECH LTD, a company registered in the Dubai International Financial Centre under licence number CL12226, with its registered office at Unit IH-00-01-03-OF-05, Level 3, IH-00-01CP-05, Dubai International Financial Centre, Dubai, United Arab Emirates ("Lansy" or the "Company", and "we", "us" or "our"), and the legal entity or sole trader that uses the Service ("Client" or "you").

1.2 You accept these Terms by (a) signing or accepting a Client Agreement that refers to them, (b) creating an Account or clicking to accept them, or (c) using the Service, whichever happens first. A person who accepts these Terms on behalf of Client confirms that they are authorised to bind Client. Lansy is not required to verify that authority.

1.3 The Service is offered only to businesses acting in a commercial or professional capacity. It is not offered to consumers. Lansy Desk, which is available to both individuals and businesses, is provided under the separate Lansy Desk Terms at https://lansy.ai/desk/terms, and these Terms do not apply to it unless a Client Agreement expressly includes Lansy Desk in the Service. Client's employees and the individuals Client serves use or are affected by the Service through Client and are not parties to these Terms.

1.4 How Lansy processes personal data is described in the Lansy Privacy Policy at https://lansy.ai/privacy_policy. Part D of the Privacy Policy sets out the Data Processing Terms, which form part of these Terms and apply between Lansy and Client unless the Client Agreement contains its own data processing terms. The rest of the Privacy Policy is provided for information and is not a contract with Client.

2. Definitions

2.1 In these Terms:

"Account" means the account through which Client and its Authorised Users access the Platform.

"Applicable Data Protection Law" means all data protection and privacy laws that apply to the processing of Personal Data through the Service, which may include the DIFC Data Protection Law, DIFC Law No. 5 of 2020 and the regulations made under it, the ADGM Data Protection Regulations 2021, Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data, the Personal Data Protection Law of the Kingdom of Saudi Arabia, and any other law that applies to Client or Lansy.

"Audio Source" means any source from which the Service receives the sound of a conversation, including the Equipment, a third-party recording device connected to the Service through a Lansy base station, Client's own cameras or audio systems integrated with the Service, and recordings uploaded to the Platform.

"Authorised User" means an employee, contractor or other individual whom Client allows to use the Service under its Account, including Staff Members who receive feedback through the Service.

"Client Agreement" means any order form, pilot agreement, service agreement, statement of work or other written agreement between Lansy and Client that refers to these Terms, together with its schedules.

"Client Data" means all data, including Personal Data, that is provided by or for Client, captured through the Equipment or the Service on Client's behalf, or generated by the Service from such data, excluding Usage Data.

"Client Systems" means cameras, audio systems, recording devices and other equipment or software owned or controlled by Client, or provided to Client by third parties, that Client connects to the Service.

"Consent Record" means a record that a Data Subject has given, refused or withdrawn consent, including the date and time, the version of the notice or consent text shown and the channel used.

"Customer" means a consumer, guest, patient, student or other individual whom Client serves, who interacts with a Staff Member and whose speech may be processed by the Service.

"Data Processing Terms" means the data processing terms set out in Part D of the Lansy Privacy Policy, which form part of these Terms.

"Deployment Model" means the way the Service is configured for Client at a particular location or for a particular use, as described in clause 5 and specified in the Client Agreement.

"Documentation" means the user guides, notice templates, training materials and technical descriptions of the Service that Lansy makes available to Client.

"Equipment" means the mini-PCs, base stations, microphones, recording devices and other hardware that Lansy provides to Client for use with the Service.

"Lansy Desk" means the Lansy application for recording and analysing meetings and calls, available through the Lansy website and desktop and mobile applications under the separate Lansy Desk Terms.

"Output" means transcripts, de-identified statements, service-quality indicators, scores, feedback, reports and other results generated by the Service.

"Personal Data" has the meaning given in Applicable Data Protection Law.

"Platform" means the Lansy software, including the cloud platform at app.lansy.ai, the software installed on the Equipment, the mobile and desktop applications, application programming interfaces and connectors.

"Service" means the Platform, the Equipment and any related installation, configuration, support and other services that Lansy provides to Client.

"Staff Member" means an employee or other individual working for Client whose conversations are analysed by the Service.

"Usage Data" means technical and statistical information about the operation and use of the Service, such as device health, error logs and feature usage, which does not identify any Staff Member, Customer or other individual.

"Voice Profile" means a digital representation of the characteristics of a Staff Member's voice used to attribute speech to that Staff Member.

3. How the contract documents fit together

3.1 These Terms set out the general rules that apply to every use of the Service. The Client Agreement sets out the specific arrangements for Client, including the Deployment Model at each location, the Equipment, the fees, the term, and any specific data processing terms.

3.2 If there is a conflict between the documents, the following order of precedence applies: (a) the data processing terms in the Client Agreement, if any, on matters of Personal Data; (b) the other terms of the Client Agreement; (c) the Data Processing Terms; (d) the other provisions of these Terms; and (e) the Documentation. A Client Agreement prevails over these Terms only to the extent that it expressly deals with the matter in question.

3.3 If a Client Agreement expressly includes Lansy Desk in the Service, these Terms and the Client Agreement apply to that use instead of the Lansy Desk Terms.

4. Accounts and access

4.1 Client is responsible for all activity under its Account and for the acts and omissions of its Authorised Users as if they were its own.

4.2 Login credentials are personal to the Authorised User to whom they are issued. Client ensures that credentials are kept confidential, that access is limited to individuals who need it, and that access is removed promptly when an Authorised User leaves or changes role. Client notifies Lansy without delay at info@lansy.ai if credentials are compromised.

4.3 Lansy may grant or decline access to the Service and may suspend credentials that it reasonably believes are compromised or are being used in breach of these Terms.

5. The Service and Deployment Models

5.1 The Service helps businesses monitor and improve the quality of service their staff provide by analysing conversations between Staff Members and Customers, or between Staff Members and other participants, against standards and criteria that Client sets. The Service generates Output for Client, its managers and its Staff Members.

5.2 The Service can be deployed in different ways. The Deployment Models available at the date of these Terms are:

(a) On-device processing with notice. Equipment installed at Client's premises captures conversations in designated service areas. Sound is held only in the memory of the Equipment for the short time needed for transcription and is not saved as an audio file. Customers are informed through signs and a notice before the conversation and can object. Customers' speech is processed on the Equipment and only de-identified service-quality indicators about the Customer's part of the conversation leave the Equipment.

(b) Written consent with cloud processing. Before a conversation is recorded, each Customer or other participant gives written consent, on paper or in electronic form, to the recording and processing described in the consent form. The sound of the conversation is captured from an Audio Source, such as the Equipment, a recording device connected through a Lansy base station or Client's cameras, and is transferred in encrypted form to Lansy's cloud infrastructure, where the audio recording is stored for the period set out in the Client Agreement and is transcribed and analysed.

5.3 Lansy may make further Deployment Models available. Each Client Agreement specifies which Deployment Model applies at each location or for each use. Where no Deployment Model is specified, the Deployment Model is the one configured in the Account or, for the Equipment, the one described in the Documentation provided at installation.

5.4 Features, the data processed, where it is processed and how long it is kept depend on the Deployment Model and are described in the Data Processing Terms, the Documentation and the Client Agreement. Lansy may decline to configure a Deployment Model, or a feature within it, for a location or use where Lansy reasonably considers that it cannot be operated in compliance with applicable law or these Terms.

5.5 Voice Profiles. Lansy creates a Voice Profile only for a Staff Member who has given separate explicit consent through the Platform or in another form agreed in the Client Agreement, and uses it only to attribute speech to that Staff Member. Lansy does not create Voice Profiles of Customers and does not use the Service to identify Customers by their voice. Where the Service compares voice characteristics in a conversation with Voice Profiles to tell Staff Members apart from other speakers, those characteristics are held only temporarily for that purpose and are not stored.

5.6 Lansy may change, improve or replace the Platform and its features, provided that Lansy does not materially reduce the core functionality or the data protection safeguards of a Deployment Model that Client is using during a paid or pilot term without Client's agreement. Lansy informs Client of changes that affect where Personal Data is processed or which sub-processors are used in accordance with the Data Processing Terms.

6. Client's responsibilities

6.1 Client decides whether, where and for what purposes to use the Service, which Deployment Model to use and which Staff Members and locations are covered. Client is the controller of the Personal Data processed through the Service, and the deployer of the Service as an AI system, under Applicable Data Protection Law.

6.2 For every Deployment Model, Client:

(a) establishes and maintains a lawful basis for the processing of the Personal Data of Staff Members, Customers and other individuals, and completes any assessments that Applicable Data Protection Law requires before the processing starts, such as a data protection impact assessment or a legitimate interests assessment;

(b) gives Staff Members, Customers and other individuals the information required by Applicable Data Protection Law, including information about the use of AI, before their Personal Data is processed;

(c) obtains, records and keeps every consent required by applicable law, including the explicit consent of Staff Members to Voice Profiles, and acts on refusals and withdrawals without delay;

(d) offers Staff Members who do not consent, where consent is the basis of processing, an alternative without negative consequences;

(e) uses the Service only during working hours, only in designated service areas or other places agreed in the Client Agreement and only for conversations within the agreed purpose, and never in rest areas, prayer rooms, restrooms, fitting rooms or other private areas;

(f) trains its Staff Members, using the Documentation, to switch off or pause the Equipment when a Customer objects or withdraws consent and when a conversation moves to private or sensitive matters;

(g) does not use the Service covertly, and does not use it to capture special categories of Personal Data, payment card data or government identification numbers;

(h) does not take any decision about a Staff Member that produces legal effects or similarly significant effects based solely on Output, and ensures that a person with authority reviews Output before it is used for such a decision;

(i) complies with employment, consumer protection, telecommunications, criminal and other laws that apply to recording and analysing conversations at its premises; and

(j) uses the Service only for the purposes set out in the Client Agreement or, in the absence of a Client Agreement, for monitoring and improving service quality and training its staff.

6.3 In addition:

(a) for the Deployment Model in clause 5.2(a), Client places the signs and makes the notice available, in the form and at the places described in the Documentation, before the Equipment is first used at a location and keeps them in place for as long as the Equipment is used;

(b) for the Deployment Model in clause 5.2(b), Client obtains each Customer's or participant's written consent before the conversation is recorded, using a consent form that meets the requirements of applicable law and covers, at a minimum, the recording, the storage of the audio recording in Lansy's cloud infrastructure and its retention period, the analysis by AI including any third-party AI models, who may access the recording and the Output, and how consent can be withdrawn; does not record a Customer or participant who has not consented or has withdrawn consent; keeps the signed forms or a reliable record of them for as long as the related Personal Data is processed and for any longer period required by law; and records the consent in the Service where the Service allows it; and

(c) where Client Systems are used as an Audio Source, Client ensures that it is entitled to connect them to the Service, that they capture sound only in the areas and at the times agreed in the Client Agreement, and that any recording by them is lawful. Lansy receives from Client Systems only the audio and metadata needed for the Service and does not process video unless the Client Agreement expressly provides for it.

6.4 Lansy provides templates of signs, notices, consent texts and assessments as recommendations only. Client remains responsible for adapting and completing them, translating them where required and ensuring that they comply with the law that applies to Client.

6.5 Client provides Lansy, within 5 business days of a request, with copies of its assessments, notices, signs and other records that show compliance with this clause 6, to the extent that they are not already available to Lansy in the Platform.

6.6 Client represents and warrants that it has, and will maintain throughout its use of the Service, all rights, consents, notices and lawful bases needed for Lansy to process Client Data under these Terms.

7. Data protection

7.1 For Client Data that is Personal Data, Lansy acts as Client's processor and the operator of the Service as an AI system, and processes Personal Data only on Client's documented instructions. The Data Processing Terms apply unless the Client Agreement contains its own data processing terms, in which case those terms apply instead.

7.2 Lansy acts as an independent controller for the Personal Data of Client's representatives and Authorised Users that Lansy processes to administer the Account, provide support, bill Client, keep the Service secure and comply with its legal obligations. That processing is described in the Lansy Privacy Policy.

7.3 Lansy does not use Client Data, including Personal Data, to train or improve AI models, does not sell it and does not use it for its own purposes, except as expressly provided in these Terms.

7.4 Lansy may collect and use Usage Data to operate, secure, support and improve the Service. Usage Data does not include Personal Data or the content of conversations.

8. Equipment

8.1 Third-party recording devices and Client Systems that Client owns or obtains from third parties are not Equipment, and Lansy is not responsible for their operation, except as agreed in the Client Agreement. Where Lansy provides Equipment, the items, locations and any replacement costs are recorded in the Client Agreement or in an act of acceptance and transfer signed by both parties. Lansy installs and configures the Equipment, including the Lansy software, device encryption, protected settings and remote lock and wipe, unless the Client Agreement provides otherwise.

8.2 Title to the Equipment remains with Lansy at all times. The Equipment is not sold to Client. It is provided for temporary use only for the purposes of the Service, free of charge or for the fee set out in the Client Agreement.

8.3 Risk of loss of or damage to the Equipment passes to Client when Client accepts it and returns to Lansy when Lansy confirms its return.

8.4 Client keeps the Equipment secure and in good condition, uses it only at the agreed locations and for the Service, and does not, and does not allow anyone else to, move it to another location without Lansy's agreement, open, modify or repair it, connect it to other devices, install software on it, copy or read out the contents of its memory or storage, or disable or circumvent its security measures.

8.5 Client notifies Lansy without delay of any loss, theft, damage or malfunction of the Equipment. Lansy may remotely lock or wipe Equipment that is lost, stolen or used in breach of these Terms. Lansy repairs or replaces Equipment that fails through normal use.

8.6 Within 10 business days after the Service ends at a location, Client returns the Equipment in the condition in which it was received, fair wear and tear excepted, or gives Lansy access to collect it. Lansy wipes the Lansy software and Client Data from returned Equipment.

8.7 Client pays the replacement cost stated in the Client Agreement, or, if none is stated, Lansy's reasonable replacement cost, for Equipment that is lost, damaged beyond fair wear and tear or not returned in time.

9. AI and Output

9.1 The Service uses speech recognition, speaker separation, de-identification and AI language models, some of which run on the Equipment and some in Lansy's cloud infrastructure or that of sub-processors listed in accordance with the Data Processing Terms. The AI processes Personal Data only for the purposes set by Client within the limits of these Terms and cannot set new purposes on its own.

9.2 Output is generated automatically and may be incomplete or inaccurate. Output is provided to support Client's own management of service quality. Client is responsible for reviewing Output and for any decision it makes using Output.

9.3 Client may give Staff Members access to their own Output and ensures that a Staff Member can ask a person to review Output that concerns them and can challenge it.

9.4 Lansy designs the Service so that it processes Personal Data only for human-defined purposes, minimises the Personal Data that leaves the Equipment or is sent to AI models, supports human review of Output and enables Data Subjects to exercise their rights. Lansy makes available to Client the information that Client reasonably needs to give notices and keep records in relation to the use of AI under Applicable Data Protection Law.

10. Fees and payment

10.1 Fees, invoicing and payment terms for a Client Agreement are set out in that Client Agreement. Pilots are provided free of charge unless the Client Agreement states otherwise.

10.2 Fees are exclusive of value added tax and other taxes, which Client pays in addition where applicable. Lansy may suspend the Service if undisputed fees are more than 30 days overdue after a reminder.

11. Licence and restrictions

11.1 Subject to these Terms and the Client Agreement, Lansy grants Client a non-exclusive, non-transferable, non-sublicensable and revocable licence, for the term of the Client Agreement, to use the Platform and the Documentation for Client's internal business purposes, at the agreed locations and by its Authorised Users.

11.2 Client must not, and must not allow anyone else to:

(a) copy, modify, translate, adapt or create derivative works of the Platform;

(b) decompile, disassemble or reverse engineer the Platform, or attempt to extract its source code, models, weights or algorithms, except to the extent that applicable law expressly allows it;

(c) sell, rent, lend, sublicense or otherwise make the Platform or the Equipment available to third parties, or use them to provide services to third parties;

(d) use the Service to develop a competing product, or publish benchmarks or test results of the Service without Lansy's consent;

(e) circumvent or interfere with any security, access control or usage limit;

(f) use the Service for any purpose that is unlawful, that infringes the rights of others, or that involves covert surveillance, profiling of Customers, or the processing of information whose processing is prohibited by law; or

(g) remove or alter any notice of Lansy's rights.

12. Intellectual property

12.1 Lansy and its licensors retain all rights in the Service, the Platform, the Equipment, the Documentation, the models and any improvements to them, including improvements made using Client's feedback. Nothing in these Terms transfers any of those rights to Client.

12.2 Client retains all rights in Client Data and in its service standards and evaluation criteria. Client grants Lansy the right to use them only to provide the Service to Client.

12.3 Client may give feedback about the Service. Lansy may use feedback freely, provided that it does not disclose Client's Confidential Information or Personal Data.

13. Confidentiality

13.1 Each party keeps confidential the non-public information that the other party discloses to it in connection with the Service, including Client's service standards and Client Data and Lansy's software, models, pricing and technical documentation ("Confidential Information"), and uses it only to perform or receive the Service.

13.2 A party may disclose Confidential Information to its employees, affiliates, sub-processors and professional advisers who need to know it and are bound by obligations of confidentiality no less protective than this clause, and where required by law or a competent authority, after notifying the other party where permitted.

13.3 This clause does not apply to information that is or becomes public through no fault of the receiving party, was lawfully known to it before disclosure, is received from a third party without a duty of confidence, or is independently developed by it.

13.4 This clause continues for 2 years after the end of the relationship between the parties, and for as long as the information remains a trade secret in the case of trade secrets.

14. Warranties and disclaimers

14.1 Each party warrants that it has the power to enter into and perform these Terms.

14.2 Lansy will provide the Service with reasonable skill and care, in accordance with the Documentation, and will maintain the security measures described in the Data Processing Terms.

14.3 Except as expressly set out in these Terms or the Client Agreement, and to the fullest extent permitted by law, the Service and Output are provided "as is" and "as available", and Lansy does not warrant that the Service will be uninterrupted or error-free or that Output will be accurate or complete. Pilots and trial or demonstration access are provided for evaluation only.

15. Liability

15.1 Nothing in these Terms limits or excludes liability for fraud, wilful misconduct or any liability that cannot be limited or excluded by law.

15.2 Neither party is liable for any loss of profits, revenue, business or goodwill, or for any indirect or consequential loss.

15.3 Subject to clauses 15.1 and 15.4, each party's total aggregate liability arising out of or in connection with these Terms and the Client Agreement in any period of 12 months is limited to the greater of (a) the fees paid and payable by Client to Lansy in that period and (b) AED 1,000.

15.4 The limits in clauses 15.2 and 15.3 do not apply to Client's liability under clause 16, to Client's obligation to pay fees and amounts under clause 8, or to a breach of clause 11.

16. Indemnity

16.1 Client indemnifies Lansy against all losses, fines, penalties, claims and costs, including reasonable legal fees, arising out of (a) Client's breach of clause 6 or clause 11, (b) any claim by a Staff Member, Customer or other individual relating to processing that Client instructed or permitted in breach of applicable law, or (c) Client Data that infringes the rights of a third party.

16.2 Lansy indemnifies Client against claims by third parties that the Platform, used in accordance with these Terms, infringes their intellectual property rights, subject to the limits in clause 15.

17. Suspension

17.1 Lansy may suspend all or part of the Service, or remotely disable Equipment, without liability if it reasonably believes that the Service is being used in breach of clause 6 or clause 11, that suspension is necessary to prevent harm to individuals, a security incident or a breach of law, or that a competent authority requires it. Lansy notifies Client promptly and restores the Service when the reason for suspension has been resolved.

18. Term and termination

18.1 These Terms apply from the date on which Client first accepts them until all Client Agreements have ended and Client has stopped using the Service.

18.2 The term of each Client Agreement and its termination rights are set out in that Client Agreement.

18.3 Either party may terminate these Terms or a Client Agreement with immediate effect by written notice if the other party commits a material breach that is not remedied within 14 days of notice, or becomes insolvent. Lansy may terminate trials and demonstration access on 30 days' notice for any reason.

18.4 When the Service ends: the licence ends; Client returns the Equipment under clause 8; Lansy deletes or returns Client Data in accordance with the Data Processing Terms or the Client Agreement; and clauses 8.6, 8.7, 11, 12, 13, 15, 16, 18.4 and 20 continue to apply.

19. Changes to these Terms

19.1 Lansy may update these Terms at any time by publishing a new version at https://lansy.ai/terms. The new version takes effect on the date stated in it or, if no date is stated, on publication. Lansy is not required to notify Client of changes, and Client is responsible for reviewing these Terms regularly. Client's continued use of the Service after a change takes effect constitutes acceptance of the new version.

19.2 Changes do not apply to a Client Agreement during its current term to the extent that the Client Agreement expressly deals with the matter.

20. General

20.1 Notices. Notices are given by email to the addresses in the Client Agreement or, for Lansy, to info@lansy.ai, or through the Platform.

20.2 Entire agreement. These Terms, the Client Agreement and the documents referred to in them are the entire agreement between the parties about the Service.

20.3 Assignment. Client may not assign or transfer its rights or obligations without Lansy's prior written consent. Lansy may assign these Terms to an affiliate or to a successor to its business on notice to Client.

20.4 Subcontracting. Lansy may use subcontractors and affiliates to provide the Service and remains responsible for them. Sub-processors of Personal Data are engaged only in accordance with the Data Processing Terms.

20.5 Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control, other than payment obligations.

20.6 Compliance with laws. Each party complies with applicable anti-bribery, sanctions and export control laws in connection with the Service.

20.7 Severability and waiver. If any provision is invalid or unenforceable, the rest remains in force. A failure or delay in exercising a right is not a waiver of it.

20.8 Language. These Terms are written in English. A translation is for convenience only and the English text prevails.

20.9 Governing law and disputes. These Terms and any non-contractual obligations arising out of or in connection with them are governed by the laws of the Dubai International Financial Centre. The parties first try to resolve a dispute by negotiation for 30 days after written notice of it. Any dispute that is not resolved is subject to the exclusive jurisdiction of the DIFC Courts, without prejudice to either party's right to seek urgent injunctive relief in any competent court.

Contact: info@lansy.ai