Terms of Service

At a Glance — Terms of Service

Who it covers: Organizations (businesses) subscribing to the Genso platform

Your content: You own all content you upload; AI-generated output is yours as between the parties

AI output: Requires human review before use; we make no accuracy warranties

Our liability: Generally capped at fees you paid us in the 12 months before a claim, with limited exceptions

Uptime SLA: 99.5% monthly uptime with service credits — Enterprise plans only

Compliance: Not HIPAA-compliant without a separately signed BAA; not designed for FERPA-protected data

Termination: Either party may terminate for uncured material breach (30-day cure period); immediate termination in limited cases

Governing law: Delaware; disputes resolved via arbitration

This summary is provided for convenience only and does not modify or replace the operative terms below.

1. Definitions

The following terms have the meanings set forth below when used in this Agreement. Capitalized terms used but not defined in a particular section have the meanings given in this Section 1.

"Agreement": These Terms of Service, together with the Privacy Policy, Cookie Policy, Data Processing Agreement, and any Order Form or separately executed service agreement between you and us.
"Confidential Information": As defined in Section 8.1.
"Customer" or "you": The organization (company, partnership, or other entity) that subscribes to the Service, and/or the individual user accessing the Service on behalf of such organization.
"Customer Data": All data, content, and information submitted to the Service by or on behalf of Customer, including User Content, account information, and organizational data. Customer Data does not include Service Data.
"Effective Date": The date on which you first accept these Terms or access the Service, whichever occurs first.
"Order Form": Any ordering document, enterprise agreement, or statement of work executed by both parties that references these Terms and specifies subscription details, pricing, or custom terms.
"Service": The Genso platform and all related services, applications, APIs, and documentation provided by LW Group, LLC dba LW Technologies.
"Service Data": Data generated by the Service about usage, performance, and operations (e.g., aggregate analytics, system logs, feature usage metrics) that does not identify Customer or any individual and that is derived from processing Customer Data. Service Data does not include Customer Data.
"User": An individual authorized by Customer to access and use the Service under Customer's subscription.
"User Content": Procedures, policies, documents, attachments, and other materials uploaded, created, or stored in the Service by Customer or its Users.
"We," "us," "our," or "Genso": LW Group, LLC dba LW Technologies, a Delaware limited liability company.

2. Acceptance of Terms

2.1 Agreement

By accessing or using the Service, you agree to be bound by this Agreement. If you do not agree, you may not access or use the Service.

2.2 Eligibility

You must be at least 18 years of age to use the Service. By using the Service, you represent and warrant that you are at least 18 years old and have the legal capacity to enter into this Agreement.

2.3 Authority to Bind Organization

If you are using the Service on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms.

2.4 Account Registration

To access the Service, you must be provided with or register for an account by an authorized administrator within your organization. You agree to provide accurate, current, and complete information during the registration process and to keep your account information updated.

2.5 Order of Precedence

In the event of a conflict between documents comprising this Agreement, the following order of precedence applies (highest priority first):

Any Order Form or separately executed enterprise agreement
The Data Processing Agreement (for data protection matters)
These Terms of Service
The Privacy Policy
The Cookie Policy

3. Service Overview

3.1 Platform Overview

Genso is a software-as-a-service (SaaS) platform designed for organizational procedure and policy management. The Service enables businesses to create, manage, organize, and distribute standard operating procedures, policies, and related documentation.

3.2 Service Modifications

We reserve the right to modify, update, or discontinue any feature or aspect of the Service at any time. We will provide reasonable notice of material changes that significantly affect your use of the Service.

4. Account and Access

4.1 Account Credentials

You are responsible for maintaining the confidentiality of your account credentials, including your password. You agree to notify your organization's administrator immediately of any unauthorized use of your account or any other breach of security.

4.2 Multi-Factor Authentication

The Service supports multi-factor authentication (MFA) via time-based one-time passwords (TOTP) using authenticator apps, and optionally via SMS verification codes. A "remember this device" feature allows trusted devices to skip MFA for up to 30 days. We strongly recommend enabling MFA for all accounts, particularly those with administrative privileges. Customer acknowledges that SMS-based verification has inherent security limitations compared to authenticator-based MFA and may not be available in all regions.

4.3 Role-Based Access

The Service implements a hierarchical role-based access control system. Available roles are:

Super Admin: Full organizational control including billing and subscription management
Admin: User and content management within the organization
Manager: Department-level content and team management
User: Access to published content and assigned tasks

Your access level is determined by the role assigned to you by your organization's administrator. You agree to use the Service only within the scope of your assigned role and permissions.

4.4 Active License Model

Access to the Service requires an active user license within your organization's subscription plan. Your organization's administrator manages license allocation. Inactive or deprovisioned accounts may lose access to the Service.

4.5 Account Security

Keep your login credentials confidential and use a strong, unique password
Do not share your account credentials with anyone — each account is for a single individual
Change your password immediately if you suspect it has been compromised
If your organization requires MFA, you must comply with that requirement
If you believe your account has been compromised, notify your organization's administrator and contact support@gensoapp.com immediately

5. Subscription and Billing

5.1 Subscription Tiers and Features

The Service is offered under the following subscription tiers, each with different feature sets, user limits, and capabilities:

Trial: Limited-duration evaluation access with restricted features
Starter: Basic functionality for small teams
Professional: Enhanced features including AI capabilities and advanced management tools
Enterprise: Full platform capabilities with premium support and custom configurations

Detailed feature comparisons and current pricing are available on our website and within the Service. Each subscription tier includes specific limits on features such as number of users, AI processing requests, storage capacity, and other resources. Exceeding these limits may require an upgrade to a higher tier. Current limits are displayed within the Service.

5.2 Payment and Billing

All payments are processed through Stripe, Inc. ("Stripe"), a third-party payment processor. By subscribing to a paid plan, you agree to Stripe's terms of service. We do not directly store your credit card numbers or full payment card details.

Paid subscriptions are billed on a recurring basis (monthly or annually, as selected). Your subscription will automatically renew at the end of each billing period unless you cancel before the renewal date.

We reserve the right to modify subscription pricing at any time. Any price changes will take effect at the start of your next billing period. We will make reasonable efforts to notify you of material price changes in advance.

5.3 AI Token Allocation

Each paid subscription tier includes a monthly allocation of AI tokens ("Standard Tokens") as specified in your plan. Standard Tokens reset on the first day of each calendar month to your tier's allocated amount. Unused Standard Tokens do not roll over to subsequent months and have no cash value.

Additional AI tokens may be purchased as add-on packs ("Extra Tokens"). Extra Tokens are credited immediately upon purchase and do roll over from month to month. Extra Tokens do not expire as long as your subscription remains active. Upon cancellation or termination, unused Extra Tokens are forfeited and are non-refundable.

Standard Tokens are consumed first. Extra Tokens are consumed only after your monthly Standard Token allocation is exhausted. Extra Token packs are consumed in first-in, first-out (FIFO) order based on purchase date.

Trial accounts receive a one-time lifetime allocation of AI tokens that do not renew monthly and are non-transferable.

5.4 Cancellation, Downgrades, and Refunds

You may cancel your subscription at any time through the Service or by contacting support. Upon cancellation:

Your subscription remains active until the end of the current billing period
You will not be charged for subsequent billing periods
Your Customer Data is retained for ninety (90) days following the end of your subscription
During the retention period, your organization's administrator may log in to reactivate the subscription or export your data. No other Service functionality is available during this period.
After the 90-day retention period, your data is permanently deleted per Section 18.4
You may request earlier deletion at any time by contacting support@gensoapp.com
Unused Extra Tokens (purchased token packs) are forfeited upon cancellation and are non-refundable

You may downgrade your subscription to a lower tier at any time. When you downgrade:

The downgrade takes effect at the start of the next billing period
No refunds or prorated credits are issued for the remaining time on your current billing period
You retain full access to your current tier's features until the downgrade takes effect
You are responsible for ensuring your usage is within the new tier's limits before the downgrade takes effect
Standard Token allocation resets to the new tier's amount on the next monthly reset date
Extra Tokens (purchased packs) are retained across plan changes

Refunds are handled on a case-by-case basis. Generally:

Annual subscriptions may be eligible for a prorated refund within the first 30 days of the subscription term
Monthly subscriptions are non-refundable for the current billing period
Plan downgrades do not entitle you to any refund, credit, or proration for the current billing period
Purchased AI Token Packs (Extra Tokens) are non-refundable
Contact support@gensoapp.com for refund inquiries

5.5 Trial Accounts

If you do not upgrade to a paid subscription within 30 days after your trial period expires, your account and all associated Customer Data will be permanently deleted. We will send email notifications prior to deletion. Once deleted, data cannot be recovered.

5.6 Payment Disputes

If you believe a charge is incorrect, please contact support@gensoapp.com before initiating a chargeback with your financial institution. We are committed to resolving billing issues promptly.

If you initiate a chargeback without first attempting resolution with us, your account may be immediately suspended pending investigation. If the chargeback is determined to be unwarranted, we reserve the right to permanently terminate your account, restrict you and your organization from future access to the Service, and recover the disputed amount plus any chargeback fees assessed by our payment processor through lawful collection methods. During suspension, your data is retained per Section 18.

Account reinstatement after a chargeback resolved in our favor is at our sole discretion and may require payment of all outstanding amounts plus applicable fees.

Nothing in this section discourages you from exercising legitimate rights under applicable consumer protection laws or your card network's dispute procedures. This policy applies to chargebacks initiated without good-faith basis.

6. Customer Data and Content

6.1 Ownership

You and your organization retain all ownership rights to Customer Data, including User Content. We claim no ownership over your data.

6.2 License Grant

By uploading or creating User Content, you grant us a limited, non-exclusive, worldwide license to host, store, process, and display your User Content solely for the purpose of providing the Service. This license terminates when you delete your User Content or when your account is terminated, except to the extent required to maintain backups, comply with applicable law, or enforce this Agreement.

6.3 Service Data

We may collect and use Service Data for purposes of operating, improving, and benchmarking the Service. Service Data is de-identified and aggregated and does not identify Customer or any individual. Service Data does not include Customer Data in identifiable form. We own all rights to Service Data.

6.4 Content Responsibility

You are solely responsible for your User Content. You represent and warrant that:

You have the right to upload and share the User Content
Your User Content does not infringe any third-party intellectual property rights
Your User Content does not violate applicable laws or the Acceptable Use provisions in Section 9
Your User Content does not contain malware, viruses, or harmful code

6.5 Backup Recommendations

While we implement reasonable measures to protect your data (see Section 10), we recommend maintaining independent backups of your critical User Content.

7. AI Features

7.1 AI-Assisted Processing

The Service includes artificial intelligence features for document parsing and content generation. These features utilize third-party AI providers to process your requests.

7.2 How AI Processing Works

Document Parsing: When you upload documents for AI processing, the document content is transmitted to our AI providers for extraction and structuring
Content Generation: When you use AI-assisted content generation, your prompts and contextual information are transmitted to our AI providers to generate suggested content

7.3 AI Output Disclaimers

AI-generated content is provided "as is" for your convenience. You acknowledge and agree that:

AI outputs may contain errors, inaccuracies, or incomplete information
AI outputs do not constitute professional, legal, medical, or regulatory advice
You are solely responsible for reviewing, verifying, and approving all AI-generated content before use
We make no representations or warranties regarding the accuracy, completeness, or suitability of AI outputs

7.4 Prohibited AI Inputs

You agree NOT to submit the following types of information to AI processing features:

Personally identifiable information (PII) of individuals
Protected health information (PHI)
Passwords, API keys, or security credentials
Highly sensitive trade secrets or classified information subject to strict non-disclosure obligations
Attorney-client privileged communications
Classified or government-restricted information

The restrictions above apply to information submitted to third-party AI processing features. Standard business documents processed through the Service's core (non-AI) features are not subject to these restrictions.

7.5 Prohibited AI Outputs

You agree NOT to use AI features to generate:

Content that promotes illegal activities or violence
Discriminatory, harassing, or hateful content
Misleading content presented as human-authored professional advice
Content that infringes on third-party intellectual property rights
Spam, phishing, or social engineering content

7.6 AI Output Responsibility

You must not represent AI-generated content as professional advice (legal, medical, financial, or otherwise) without appropriate professional review.

7.7 Data Transmission to AI Providers

By using AI features, you acknowledge that document content and prompts are transmitted to third-party AI service providers for processing. Our AI providers process this data in accordance with their respective privacy policies and data processing agreements. We do not use your content to train AI models.

7.8 AI Availability

AI features are subject to availability and may be modified, limited, or discontinued at any time. AI processing quotas vary by subscription tier.

8. Confidentiality

8.1 Definition of Confidential Information

"Confidential Information" means any non-public information disclosed by one party ("Disclosing Party") to the other party ("Receiving Party") in connection with the Service, whether disclosed orally, in writing, or through the Service, that is designated as confidential or that a reasonable person would understand to be confidential given the nature of the information and circumstances of disclosure. Confidential Information includes, but is not limited to:

Your Confidential Information: Customer Data (including standard operating procedures, internal policies, compliance documentation, operational workflows), organizational structure data, employee information, and any business information uploaded to or stored within the Service
Our Confidential Information: The Service's proprietary technology, source code, algorithms, product roadmaps, pricing structures, and non-public business information

8.2 Obligations of the Receiving Party

Each party agrees to:

Use Confidential Information only for the purpose of performing its obligations or exercising its rights under this Agreement
Protect Confidential Information using at least the same degree of care it uses to protect its own confidential information, but in no event less than reasonable care
Limit access to Confidential Information to those employees, contractors, and agents who have a need to know and who are bound by confidentiality obligations at least as protective as those in this section
Not disclose Confidential Information to any third party except as expressly permitted under this Agreement or with the Disclosing Party's prior written consent

8.3 Our Specific Obligations

We acknowledge that Customer Data may include sensitive business information, internal operational procedures, and compliance-critical documentation. We commit to:

Processing and storing your Confidential Information in accordance with the security measures described in Section 10
Ensuring that sub-processors who access your Confidential Information are bound by confidentiality obligations consistent with this Agreement, as detailed in our Data Processing Agreement
Not using your Confidential Information for any purpose other than providing the Service
Not disclosing your Confidential Information to other customers or third parties except as required by law or as described in our Privacy Policy

8.4 Exceptions

Confidential Information does not include information that:

Is or becomes publicly available through no fault of the Receiving Party
Was already known to the Receiving Party without restriction prior to disclosure
Is independently developed by the Receiving Party without use of the Disclosing Party's Confidential Information
Is rightfully received from a third party without restriction on disclosure

8.5 Required Disclosures

The Receiving Party may disclose Confidential Information to the extent required by applicable law, regulation, or valid legal process, provided that the Receiving Party (to the extent legally permitted) gives the Disclosing Party prompt written notice of such requirement and reasonable assistance in contesting or limiting such disclosure.

8.6 Duration

Confidentiality obligations under this section shall survive for a period of five (5) years following termination of this Agreement. For trade secrets, confidentiality obligations continue for as long as the information qualifies as a trade secret under applicable law.

9. Acceptable Use

9.1 Permitted Use

The Service is designed for legitimate business purposes, specifically:

Creating, managing, and organizing standard operating procedures (SOPs)
Developing and maintaining organizational policies
Documenting business processes and workflows
Managing compliance documentation
Facilitating organizational knowledge management

The Service should only be accessed by Users who have been authorized by Customer's administrator and assigned valid credentials and an active license.

9.2 Prohibited Content

You may not upload, create, store, or distribute content through the Service that:

Violates any applicable local, state, national, or international law or regulation
Promotes or facilitates illegal activities
Contains malware, viruses, trojans, worms, or other harmful software
Contains phishing content or social engineering attacks
Infringes on any third party's intellectual property rights, including copyrights, trademarks, patents, or trade secrets
Violates any third party's right of privacy or publicity
Promotes harassment, bullying, intimidation, or threats of violence
Contains discriminatory content based on race, ethnicity, gender, religion, sexual orientation, disability, or other protected characteristics
Contains sexually explicit or pornographic material
Contains defamatory, libelous, or fraudulent statements

9.3 Prohibited Conduct

You may not engage in the following activities:

Unauthorized Access: Attempting to access accounts, data, or areas of the Service for which you are not authorized, or attempting to access other organizations' data within the multi-tenant platform
Reverse Engineering: Reverse engineering, decompiling, disassembling, or otherwise attempting to derive the source code of the Service
Scraping: Using automated means to extract data from the Service beyond normal API usage, or systematically downloading content for unauthorized purposes
Security Violations: Circumventing or disabling any security features, probing or scanning for vulnerabilities without authorization, or introducing malicious code
Impersonation: Impersonating another user or providing false information during registration
Service Interference: Interfering with or disrupting the Service, imposing unreasonable load on infrastructure, or degrading performance for other users

9.4 Resource Limits and Fair Use

Respect the resource limits of your subscription tier and do not attempt to circumvent quota limits through technical means
Do not use bots, scripts, or automated tools to interact with the Service beyond documented capabilities
Do not create automated systems that submit excessive AI processing requests or circumvent rate limits
Use the Service in a manner consistent with normal business operations

9.5 Multi-Tenant Responsibilities

The Service operates as a multi-tenant platform. You agree to:

Respect data isolation boundaries between organizations
Not attempt to access, view, modify, or delete data belonging to other organizations
Follow the principle of least privilege when assigning permissions
Promptly remove access for users who leave the organization or change roles
Report any suspected data isolation issues immediately to support@gensoapp.com

9.6 Enforcement

If we determine that a violation of these acceptable use provisions has occurred, we may take one or more of the following actions at our sole discretion:

Warning: Issue a written warning identifying the violation and required corrective action
Content Removal: Remove or disable access to violating content
Feature Restriction: Temporarily restrict access to specific features
Account Suspension: Temporarily suspend the violating User's account or the entire organization's access
Account Termination: Permanently terminate the violating User's account or the organization's subscription
Legal Action: Pursue legal remedies for violations that cause harm
Law Enforcement Referral: Report violations to appropriate authorities

If your account or subscription is terminated due to a violation, you are not entitled to a refund for any prepaid fees. If you believe enforcement action was taken in error, you may appeal by contacting support@gensoapp.com within 14 days.

9.7 Reporting Violations

If you become aware of any violation of these acceptable use provisions, please report it to support@gensoapp.com. Reports may be made anonymously, and we will not retaliate against users who report violations in good faith.

10. Security and Data Protection

10.1 Security Commitment

We maintain industry-standard administrative, technical, and physical safeguards designed to protect the confidentiality, integrity, and availability of Customer Data. We are committed to continuously improving our security posture and controls.

10.2 Technical Safeguards

Encryption in Transit: All data transmitted between your browser and our servers is encrypted using TLS 1.2 or higher
Encryption at Rest: All data stored in our databases and file storage systems is encrypted at rest using industry-standard encryption mechanisms provided by our infrastructure providers
Multi-Tenant Data Segregation: Row-Level Security (RLS) policies are designed to enforce strict logical separation at the database level, ensuring each organization can only access its own data. We implement controls intended to prevent cross-tenant data access under normal operation
Access Controls: Role-based access control (RBAC) at both the application and database levels, with granular permission management
Authentication Security: Support for multi-factor authentication (TOTP), progressive rate limiting on login attempts (lockout escalation after failed attempts), and configurable session management (maximum session duration and idle timeouts)

10.3 Organizational Safeguards

Audit Logging: Comprehensive logging of all administrative actions, authentication events, and data access operations
Access Logging: All API requests are logged with timestamps, user identifiers, and action metadata for security monitoring and forensic analysis
Personnel Controls: Access to production systems and Customer Data is limited to authorized personnel on a strict need-to-know basis, bound by confidentiality obligations
Incident Response: Documented incident response procedures for identifying, containing, and remediating security events, including notification to affected customers without undue delay and in accordance with applicable law
Vulnerability Management: Regular dependency updates, security patching, and code review practices

10.4 Infrastructure Security

Hosting: The Service is hosted on enterprise-grade cloud infrastructure with built-in redundancy, DDoS protection, and network segmentation
Backups: Automated, encrypted backups are performed regularly with point-in-time recovery capabilities
Monitoring: Real-time error monitoring, performance tracking, and anomaly detection via industry-standard monitoring tools

10.5 Compliance Posture

We are committed to aligning our security practices with recognized industry frameworks. Our current security program is designed with reference to SOC 2 Type II trust service criteria (Security, Availability, Confidentiality). Information regarding our security program, including available security documentation, is available upon request to Enterprise customers by contacting security@gensoapp.com.

10.6 Audit Log Access

Platform audit logs are retained for a minimum of 2 years. Customers may export their organization's audit logs at any time via the dashboard at no additional cost. Audit log exports are provided in standard JSON format. Customers in regulated industries requiring longer retention (e.g., 7 years for financial services) should contact support@gensoapp.com.

10.7 Shared Responsibility

Security is a shared responsibility. While we secure the platform infrastructure and application layer, you are responsible for:

Managing user access and permissions within your organization
Maintaining the security of account credentials
Enabling and enforcing MFA policies for your users
Ensuring that content uploaded to the Service does not introduce security risks
Promptly reporting suspected security incidents

10.8 Data Storage Location

All primary data storage and processing for the Service occurs in the United States. Customer Data is stored on servers located in the United States.

10.9 International Data Transfers

If you or your Users access the Service from outside the United States, you acknowledge that your data will be transferred to, stored, and processed in the United States, where data protection laws may differ from those in your jurisdiction.

For transfers of personal data from the European Economic Area (EEA), United Kingdom, or Switzerland, we rely on Standard Contractual Clauses (SCCs) and other appropriate transfer mechanisms as described in our Data Processing Agreement.

10.10 Sub-processors

Data may be processed by our authorized sub-processors, each of which has been evaluated for appropriate security and data protection practices. A current list of sub-processors, their purposes, and their locations is maintained in our Data Processing Agreement and is available upon request.

10.11 Data Sovereignty

We do not currently offer data residency options in specific geographic regions. If your organization has data residency requirements mandated by law or regulation, please contact us at support@gensoapp.com to discuss your needs before subscribing.

10.12 Applicable Data Protection Laws

The processing of your data is subject to the laws of the United States and the State of Delaware. To the extent your data is subject to the GDPR, UK GDPR, CCPA/CPRA, or other data protection laws, our Data Processing Agreement and Privacy Policy describe the additional safeguards and rights that apply.

11. Intellectual Property

11.1 Platform IP

The Service, including its software, design, features, documentation, trademarks, and all related intellectual property, is owned by LW Group, LLC dba LW Technologies and its licensors. Nothing in these Terms grants you any right, title, or interest in the Service beyond the limited right to use it in accordance with these Terms.

11.2 Trademarks

"Genso," the Genso logo, and related marks are trademarks of LW Group, LLC dba LW Technologies. You may not use our trademarks without prior written consent.

11.3 Feedback

If you provide suggestions, ideas, or feedback about the Service ("Feedback"), you grant us a perpetual, irrevocable, non-exclusive, royalty-free license to use, modify, and incorporate such Feedback into the Service without any obligation to you.

12. Third-Party Services and Privacy

12.1 Integrated Services

The Service integrates with and relies upon third-party services, including but not limited to:

Supabase: Database hosting, authentication, and storage infrastructure
Stripe: Payment processing and subscription management
AI Providers: Artificial intelligence processing for document parsing and content generation
Email Services: Transactional email delivery
Error Monitoring: Application performance monitoring and error tracking
Cloudflare: Bot protection and CAPTCHA verification
Twilio: SMS-based multi-factor authentication (optional)
Have I Been Pwned: Password breach detection (privacy-preserving)

12.2 Third-Party Terms

Your use of the Service may be subject to additional terms and conditions from third-party service providers. We are not responsible for the practices or policies of third-party services, and each operates under its own terms of service and privacy policy.

12.3 Privacy

Your use of the Service is also governed by our Privacy Policy, which describes how we collect, use, store, and share your personal information. By using the Service, you consent to the data practices described in the Privacy Policy.

13. Service Availability

13.1 General Availability

LW Technologies will use commercially reasonable efforts to maintain Service availability. No specific uptime guarantee is made for Standard or Professional subscription tiers.

13.2 Enterprise Service Level Agreement

Customers on Enterprise subscription plans are entitled to the following SLA:

Uptime Commitment: LW Technologies commits to 99.5% monthly uptime for the core Service, excluding: (a) scheduled maintenance announced with at least 48 hours' notice; (b) force majeure events; and (c) issues caused by Customer's actions or third-party systems outside our control.

Service Credits: If monthly uptime falls below 99.5%, Enterprise Customers are entitled to a service credit equal to 5% of the monthly fee for each full percentage point below 99.5%, up to a maximum of 30% of the monthly fee. Credits are applied to the next billing cycle upon written request submitted within 30 days of the affected month. Service credits are Customer's sole remedy for downtime.

Exclusions: Downtime does not include: (a) scheduled maintenance; (b) downtime caused by Customer's actions, third-party services, or force majeure; or (c) degraded performance of non-core features (AI features, third-party integrations).

13.3 Enterprise Plan Definition

"Enterprise subscription plan" means a subscription tier explicitly designated as Enterprise in the applicable Order Form or plan documentation. Customers uncertain whether their plan qualifies should contact support@gensoapp.com.

14. Warranties and Disclaimers

14.1 Our Warranties

We warrant that:

The Service will perform materially in accordance with its published documentation during your subscription term
We will provide the Service in a professional and workmanlike manner consistent with generally accepted industry standards
We have the right and authority to enter into this Agreement and to grant the rights and licenses described herein
We will use commercially reasonable efforts to maintain the security safeguards described in Section 10 throughout the term of your subscription

14.2 Disclaimer of Warranties

EXCEPT FOR THE EXPRESS WARRANTIES SET FORTH IN SECTION 14.1, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, WE DISCLAIM ALL OTHER WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING BUT NOT LIMITED TO:

IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT
ANY WARRANTIES ARISING FROM COURSE OF DEALING, COURSE OF PERFORMANCE, OR USAGE OF TRADE
ANY WARRANTY THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS
ANY WARRANTY REGARDING THE ACCURACY, RELIABILITY, OR COMPLETENESS OF ANY CONTENT OBTAINED THROUGH THE SERVICE, INCLUDING AI-GENERATED CONTENT

14.3 AI-Specific Disclaimers

WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, WE MAKE NO WARRANTY THAT:

AI-GENERATED CONTENT WILL BE ACCURATE, COMPLETE, OR SUITABLE FOR ANY PURPOSE
AI FEATURES WILL PRODUCE CONSISTENT OR REPRODUCIBLE RESULTS
AI OUTPUTS WILL COMPLY WITH ANY SPECIFIC REGULATORY OR LEGAL REQUIREMENTS
AI OUTPUT WILL BE ERROR-FREE, UNBIASED, OR NON-INFRINGING

AI features are provided "as is" as tools to assist your workflow. All AI outputs require human review and approval before use. LW Technologies does not warrant fitness of AI output for any specific purpose.

14.4 Beta Features

From time to time, we may offer beta or preview features. Beta features are provided "as is" without any warranty, may contain bugs or errors, and may be modified or discontinued at any time without notice.

15. Limitation of Liability

15.1 General Cap on Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, EACH PARTY'S TOTAL AGGREGATE LIABILITY TO THE OTHER PARTY FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THIS AGREEMENT SHALL NOT EXCEED THE TOTAL FEES PAID BY CUSTOMER TO LW TECHNOLOGIES IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE CLAIM.

15.2 Exclusion of Consequential Damages

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL EITHER PARTY BE LIABLE TO THE OTHER FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, BUSINESS OPPORTUNITIES, OR GOODWILL, REGARDLESS OF THE CAUSE OF ACTION OR THE THEORY OF LIABILITY, EVEN IF THE PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

15.3 Exceptions to All Caps

The limitations in Sections 15.1 and 15.2 do not apply to:

Liability arising from a party's gross negligence or willful misconduct
Liability arising from infringement of the other party's intellectual property rights
Customer's payment obligations under this Agreement
Liability that cannot be limited by applicable law

For liability arising from (a) a party's breach of confidentiality obligations under Section 8, or (b) a party's indemnification obligations under Section 16, each party's total aggregate liability shall not exceed two times (2x) the fees paid by Customer in the twelve (12) months immediately preceding the claim ("Enhanced Cap").

16. Indemnification

16.1 Your Indemnification of Us

You agree to indemnify, defend, and hold harmless LW Group, LLC dba LW Technologies, its officers, directors, employees, agents, and affiliates from and against any and all third-party claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or related to:

Your User Content, including claims that your content infringes third-party intellectual property rights
Your violation of these Terms, the acceptable use provisions, or any applicable law
Your misuse of the Service or any unauthorized activity under your account
Any dispute between you and a third party relating to the Service

16.2 Our Indemnification of You

We agree to indemnify, defend, and hold harmless you and your organization, its officers, directors, and employees from and against any and all third-party claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or related to:

IP Infringement: Claims that the Service (excluding your User Content and any third-party components not provided by us) infringes any third-party patent, copyright, trademark, or trade secret, provided you are using the Service in accordance with this Agreement and the infringement does not arise from (i) your User Content, (ii) modifications you made to the Service, (iii) your combination of the Service with non-Genso products or services, or (iv) your use of the Service after we notified you to cease use due to an infringement claim
Data Breach: Claims arising directly from unauthorized access to or disclosure of Customer Data caused by our material failure to maintain the security safeguards described in Section 10, provided the breach was not caused by (i) your actions or your Users' actions (including misconfigurations, compromised credentials, or failure to implement recommended security practices), (ii) third-party integrations or services not provided by us, (iii) force majeure events, or (iv) your failure to promptly notify us of a known or suspected vulnerability

This indemnity covers direct third-party claims only and does not extend to regulatory fines or penalties unless expressly required by applicable law.

16.3 IP Infringement Remedies

If the Service becomes, or in our reasonable opinion is likely to become, the subject of an IP infringement claim, we may at our sole option and expense:

Procure the right for you to continue using the Service
Modify the Service to make it non-infringing while maintaining substantially equivalent functionality
Replace the Service with a non-infringing alternative with substantially equivalent functionality
If none of the above are commercially reasonable, terminate your subscription and refund any prepaid fees for the unused portion of the subscription term

16.4 Indemnification Procedures

The indemnified party must:

Provide prompt written notice of the claim (failure to provide prompt notice only reduces the indemnifying party's obligation to the extent it is materially prejudiced by the delay)
Grant the indemnifying party sole control of the defense and settlement of the claim
Provide reasonable cooperation and assistance in the defense at the indemnifying party's expense

The indemnifying party may not settle any claim in a manner that imposes obligations on the indemnified party or admits fault on behalf of the indemnified party without prior written consent.

16.5 Sole Remedy

This Section 16 states the indemnifying party's sole liability and the indemnified party's sole and exclusive remedy for any third-party claims described herein, subject to the liability caps in Section 15.

16.6 AI-Generated Content

As between the parties, Customer owns the AI-generated output produced through the Service. LW Technologies makes no warranty regarding accuracy, completeness, originality, or non-infringement of AI output. Customer is solely responsible for reviewing and validating AI output before use, publication, or reliance. Customer shall indemnify LW Technologies from any third-party claims arising from Customer's use or publication of AI-generated output, including intellectual property infringement claims.

17. Regulatory Compliance

17.1 General Compliance

The Service is designed to help organizations manage procedures and policies. However, the Service itself is not certified or warranted to satisfy any specific regulatory, industry, or legal compliance requirement. You are solely responsible for determining whether the Service meets your organization's compliance needs.

17.2 HIPAA Prohibition

LW Technologies is not HIPAA-compliant and is not designed to store, process, or transmit Protected Health Information (PHI). Customers handling PHI must not use the Service without a separately executed Business Associate Agreement (BAA) signed by both parties. No BAA is in effect unless explicitly signed. Contact support@gensoapp.com to inquire about BAA availability.

17.3 Government (FedRAMP / StateRAMP)

The Service is not FedRAMP or StateRAMP authorized. The Service should not be used to store or process Controlled Unclassified Information (CUI), Federal Contract Information (FCI), or classified information of any level.

17.4 Financial Services

The Service is not specifically designed for compliance with financial regulatory frameworks (SOX, PCI DSS, GLBA, etc.). If your organization operates in a regulated financial sector, you are responsible for evaluating whether the Service meets your regulatory obligations.

17.5 Data Protection Regulations

For organizations subject to GDPR, UK GDPR, CCPA/CPRA, or similar data protection regulations, our Data Processing Agreement and Privacy Policy describe the safeguards, data subject rights, and processing commitments we provide. These documents should be reviewed by your data protection or legal team.

17.6 Your Compliance Responsibility

You are responsible for:

Evaluating whether the Service is appropriate for your industry and regulatory environment
Configuring the Service and managing your data in compliance with applicable laws
Ensuring that your use of AI features complies with applicable AI governance and regulations
Obtaining any necessary consents from your employees or data subjects before processing their data through the Service
Not relying on the Service as your sole mechanism for regulatory compliance

17.7 FERPA Prohibition

The Service is not designed to store or process FERPA-protected education records and is not represented as FERPA-compliant. Customers must not upload student records or any FERPA-protected data to the Service. Violation of this restriction is grounds for immediate account termination.

17.8 GENSO Compliance Infrastructure

The Service includes built-in features designed to support legally defensible documentation practices:

Tamper-Evident Audit Logs: All document access, edits, approvals, and user actions are timestamped and attributed to specific users. Audit logs are designed to prevent unauthorized alteration.
Version Control: Every document revision is stored with full version history, timestamps, and authorship, enabling demonstration of change management over time.
Approval Workflows: Document approvals are captured with timestamped records identifying each approver, creating an auditable chain of custody.
Role-Based Access Control: Granular permission controls ensure access to sensitive documents is enforced and logged.
Acknowledgement Tracking: User acknowledgements of policies and procedures are recorded with timestamps, providing evidence of receipt and acceptance.

These features assist your compliance program but do not constitute certification or guarantee of compliance with any specific regulation.

18. Termination and Data Export

18.1 Termination by You

You may stop using the Service at any time. Your organization's administrator may cancel the subscription as described in Section 5.4.

18.2 Termination by Us

We may suspend or terminate your access to the Service at any time if:

You breach these Terms, including the acceptable use provisions in Section 9
Your organization's subscription expires or payment fails
We are required to do so by law
We reasonably believe your account poses a security risk
We discontinue the Service (with at least 90 days' notice)

If payment fails, we may suspend access to the Service until outstanding amounts are resolved. Continued non-payment for 30 days after suspension constitutes grounds for termination.

18.3 Data Export

Upon cancellation or termination:

Paid accounts: You have ninety (90) days to export your Customer Data. During this period, your organization's administrator may log in to access a self-service export tool. A countdown indicating the remaining days before permanent deletion will be displayed.
Trial accounts: You have 30 days following trial expiration to export your data via the same self-service tool.
Termination for cause: If we terminate your account for breach of these Terms, you have 30 days to export your data unless prohibited by law.
Contact support@gensoapp.com for export assistance at no additional charge.

18.4 Data Deletion

Following the applicable retention period:

Paid accounts: Customer Data is permanently deleted from active systems within 30 days after the 90-day retention period expires
Trial accounts: Customer Data is permanently deleted within 30 days after the 30-day post-trial retention period expires
Automated backups are purged no later than 90 days following deletion from active systems
Written confirmation of deletion provided upon request
Data may be retained beyond these periods only where required by applicable law

18.5 Effect of Termination

Upon termination:

Your right to access the Service ceases at the end of the subscription period or immediately in the case of termination for cause
Provisions that by their nature should survive termination will survive, including but not limited to: Sections 1 (Definitions), 6.1 (Ownership), 8 (Confidentiality), 10 (Security — as applicable to retained data), 11 (Intellectual Property), 14 (Warranties and Disclaimers), 15 (Limitation of Liability), 16 (Indemnification), and 19 (Dispute Resolution and Governing Law)

19. Dispute Resolution and Governing Law

19.1 Informal Resolution

Before initiating any formal dispute resolution, you agree to first attempt to resolve any dispute informally by contacting us at support@gensoapp.com. We will attempt to resolve the dispute informally within 30 days.

19.2 Binding Arbitration

If we cannot resolve a dispute informally, any dispute arising out of or relating to these Terms or the Service shall be resolved by binding arbitration administered in accordance with the rules of the American Arbitration Association. The arbitration shall be conducted in the State of Delaware.

19.3 Small Claims Exception

Either party may bring qualifying claims in small claims court as an alternative to arbitration.

19.4 Class Action Waiver

YOU AND LW GROUP, LLC DBA LW TECHNOLOGIES AGREE THAT ANY DISPUTE RESOLUTION PROCEEDINGS WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION. If this class action waiver is found to be unenforceable, then the entirety of this arbitration provision shall be null and void.

19.5 Enterprise Exception

If an applicable Order Form or separately executed enterprise agreement expressly provides alternative dispute resolution terms, those terms control for that Customer. In the absence of such express terms, this Section 19 applies in full.

19.6 Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Delaware, without regard to its conflict of law principles. For any disputes not subject to arbitration, you consent to the exclusive jurisdiction of the state and federal courts located in the State of Delaware.

20. General Provisions

20.1 Modifications to Terms

We may update these Terms from time to time. When we make material changes, we will:

Update the "Effective Date" at the top of these Terms
Update the version number
Make reasonable efforts to notify you of material changes before they take effect via email and/or in-app notification
Provide a summary of material changes

20.2 Acceptance of Changes

Your continued use of the Service after the effective date of revised Terms constitutes your acceptance of the changes. If you do not agree to the revised Terms, you must stop using the Service before the changes take effect.

20.3 Major Version Changes

Material changes that substantially affect your rights or obligations may require explicit re-acceptance through the Service.

20.4 Entire Agreement

This Agreement (consisting of, in order of precedence: any signed Order Form, the Data Processing Agreement, these Terms of Service, the Privacy Policy, and the Cookie Policy) constitutes the entire agreement between the parties and supersedes all prior agreements or understandings regarding the subject matter hereof. In case of conflict between documents, earlier-listed documents control.

20.5 Survival

Sections on confidentiality (Section 8), intellectual property (Section 11), indemnification (Section 16), limitation of liability (Section 15), and governing law (Section 19) survive termination of this Agreement.

20.6 Assignment

LW Technologies may assign this Agreement to a successor entity in connection with a merger, acquisition, or sale of substantially all assets without Customer's consent. Customer may not assign this Agreement without prior written consent from LW Technologies. Any unauthorized assignment is void.

20.7 Force Majeure

Neither party is liable for delays or failures in performance caused by events beyond its reasonable control, including natural disasters, war, government action, or internet infrastructure failures, provided the affected party promptly notifies the other and uses reasonable efforts to resume performance.

20.8 Waiver

No waiver of any right or obligation under this Agreement is effective unless in writing. A single waiver does not constitute a course of dealing or waiver of future rights.

20.9 Severability

If any provision of this Agreement is found to be unenforceable, it is modified to the minimum extent necessary to make it enforceable. If modification is not possible, the provision is severed. All remaining provisions remain in full force.

20.10 Material Breach — Cure Period

Either party may terminate this Agreement upon written notice if the other party materially breaches this Agreement and fails to cure the breach within 30 days of receiving written notice describing the breach in reasonable detail. Certain breaches (unauthorized disclosure of confidential information, violation of intellectual property rights) may not be curable; in such cases, termination is effective immediately upon notice.

20.11 Notices

Legal notices must be sent via email with written confirmation of receipt, or via certified mail to the address on record. Notices to LW Technologies: support@gensoapp.com. Notices to Customer: the primary email address on the Customer's account.

20.12 No Third-Party Beneficiaries

This Agreement is for the exclusive benefit of the parties only. No third party has any rights under this Agreement.

20.13 Counterparts

This Agreement may be executed in counterparts, each of which shall be deemed an original.

20.14 Contact Information

If you have questions about these Terms, please contact us:

Contact: support@gensoapp.com

These Terms of Service were last updated on March 10, 2026.