Terms of Service

Last updated: May 23, 2026

These Terms of Service ("Terms") govern your use of the Avena Flow platform, Aria AI Concierge service, embeddable widgets, and any related services (collectively, the "Service") provided by Avena Flow LLC ("Avena Flow," "we," "us"). By creating an account or using the Service, you agree to these Terms.

1. Eligibility

You must be at least 18 years old and capable of forming a binding contract. If you create an account on behalf of a business, you represent that you have authority to bind that business to these Terms.

2. Accounts and tenants

The Service is multi-tenant: each subscriber (a "Tenant") operates within an isolated account. You are responsible for:

• Maintaining confidentiality of your login credentials.
• All activity that occurs under your account.
• Promptly notifying us of any unauthorized access or security incident.

3. Subscription plans and billing

Avena Flow offers Free and paid plans for the operating system (Free, Starter $29/mo, Pro $69/mo) and for Aria AI Concierge (Free with limits, Starter $39/mo, Plus $69/mo, Pro $99/mo, Studio $249/mo, Concierge $399/mo). Plan details and pricing are listed on avenaflow.com and may be updated from time to time with 30 days' notice for active subscribers.

Subscriptions auto-renew at the end of each billing period unless canceled. You can cancel anytime from Settings → Billing — your access continues until the end of the current paid period. We don't refund unused portions of a billing cycle except as required by law.

Optional usage-based items (SMS overage, Aria credit top-ups, white-label add-on) are billed separately. Failed payments may result in plan downgrade or suspension after reasonable retry attempts.

4. Free plans

Free plans are intentionally limited (caps on contacts, appointments, emails, AI credits) and may be modified or discontinued with notice. Free Aria agents are deleted after 14 days of inactivity. We reserve the right to enforce abuse guards (e.g., one Free account per Stripe customer, email, or phone number).

5. Stripe Connect — taking payments from your clients

Tenants can connect a Stripe account to accept payments from their clients. Stripe Inc. processes those payments and pays them directly to your bank — Avena Flow does not hold your client funds. Stripe's Connected Account Agreement governs your Stripe relationship. Avena Flow may charge a small platform fee on transactions; current fees are disclosed in Settings → Billing.

6. AI services (Aria)

Aria is an AI-powered chatbot that responds to your clients on your behalf. You are responsible for the content you upload to train Aria (services, prices, FAQs, policies). Aria can make mistakes — we recommend reviewing high-stakes conversations (escalations, medical-adjacent questions, refund requests) before acting on them.

Credits are consumed at one credit per AI reply. Unused credits do not roll over between billing cycles. Bot behavior, response latency, and feature availability may vary based on upstream AI provider conditions.

7. Acceptable use

You may not use the Service to:

• Send spam, unsolicited bulk messages, or content that violates CAN-SPAM, TCPA, or local communications laws.
• Process payments for prohibited products or services (per Stripe's restricted businesses list).
• Train Aria to impersonate real people, mislead consumers, or generate harmful content.
• Reverse engineer, scrape, or rebuild the Service.
• Upload illegal content, malware, or violate third-party intellectual property.
• Resell or sublicense the Service without our written permission.

Violations may result in immediate suspension with no refund.

8. Your content

You retain all rights to content you upload (logos, photos, services, descriptions, FAQs). By uploading, you grant Avena Flow a limited license to host, display, and process that content solely to operate the Service for you. We may use anonymized, aggregated data to improve the Service, but we do not use individual tenant content to train AI models that benefit other tenants.

9. Privacy

Our Privacy Policy at /privacy describes how we collect, use, and protect personal information. By using the Service, you agree to that policy.

10. Third-party services

The Service integrates with third parties (Stripe, Twilio, Resend, Meta, Anthropic). Their terms apply to your interactions with those services. We are not responsible for third-party outages, policy changes, or actions outside our control.

11. Service availability

We aim for high uptime but make no guarantees. The Service is provided "as is." We may perform maintenance, ship updates, or change features without prior notice. Material changes will be communicated to active tenants.

12. Disclaimer of warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. We do not warrant that the Service will be uninterrupted, error-free, or secure against every attack.

13. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, AVENA FLOW IS NOT LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUES, DATA, OR GOODWILL. Our total aggregate liability arising out of or related to the Service is limited to the amounts you paid us in the 12 months preceding the claim.

14. Indemnification

You agree to defend, indemnify, and hold Avena Flow harmless from claims arising out of (a) your use of the Service, (b) your content, (c) your violation of these Terms, or (d) your violation of any third-party rights.

15. Termination

You may cancel anytime from Settings → Billing. We may suspend or terminate accounts for breach of these Terms, non-payment, or abuse. Upon termination, you may export your data for up to 30 days; after that, we may delete it.

16. Governing law and disputes

These Terms are governed by the laws of Rhode Island, USA, without regard to conflict of laws principles. Any dispute will be resolved in the state or federal courts located in Providence County, Rhode Island, and you consent to that jurisdiction.

17. Changes to these Terms

We may revise these Terms from time to time. The "Last updated" date reflects the most recent revision. Material changes will be communicated to active tenants by email at least 30 days before they take effect. Continued use of the Service after the effective date constitutes acceptance.

18. Contact

Avena Flow LLC
45 Jasper Street, Providence, RI 02904
Email: legal@avenaflow.com · hello@avenaflow.com