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Terms of Service

Version 2 · effective 2026-06-17

Binding version: the Polish text. This English translation is provided for information only. In the event of any discrepancy between the Polish and English versions, the Polish version prevails.

Terms of Service for the electronic provision of services within the Elevate platform

Version 2. Effective as of 17 June 2026. Replaces version 1.

These Terms of Service constitute the regulamin (rules) for the provision of services by electronic means within the meaning of art. 8 of the Act of 18 July 2002 on the provision of services by electronic means (uśude) and a contractual template (wzorzec umowny) within the meaning of art. 384 et seq. of the Act of 23 April 1964 – Civil Code (k.c.). They set out the types and scope of services, the conditions of their provision (including technical requirements and the prohibition on supplying unlawful content), the conditions for concluding and terminating contracts, and the complaint-handling procedure.

§1. Provider and identification details

  1. The provider and operator of the Elevate platform (the "Platform" or "Elevate") is B2B.net S.A., with its registered seat at Aleje Jerozolimskie 180, 02-486 Warsaw, Poland, entered into the register of entrepreneurs of the National Court Register (KRS) under number 0000387063, tax ID NIP 5711707392, REGON 280613330, share capital PLN 1,360,000.00 (paid in full) PLN (the "Provider" or "we"). The Provider operates under the "Dynaminds" brand; the Platform is made available under the product name "Elevate".
  2. Contact with the Provider:

a. for matters concerning the Service, billing and complaints: [email protected];
b. for data-protection matters: [email protected];
c. correspondence address: Aleje Jerozolimskie 180, 02-486 Warsaw, Poland.

  1. The Platform is available at elevate.dynaminds.pl and at individual subdomains assigned to particular Clients.

§2. Definitions

The following terms used in these Terms mean:

  1. Service – the service provided by electronic means consisting in making available the functionality of the Elevate Platform under a software-as-a-service (SaaS) model, including in particular ticketing, knowledge base, service-level (SLA) tracking, reporting and an optional AI assistant.
  2. Client (Organization) – an entrepreneur who has registered an Organization account in the Platform and for whom the Service is provided; the Client is a party to the contract with the Provider.
  3. User – a natural person using the Platform within an Organization account (including its member, employee or contractor), authenticated by an individual account.
  4. Account – an individual, secured set of resources and settings assigned to a User.
  5. Organization – a separate, isolated tenant space of the Client in the multi-tenant architecture, comprising its data, Users and configuration.
  6. Administrator (authorized representative) – a User with the role of "owner" or "admin" in a given Organization, authorized to represent the Client, including to conclude contracts and make declarations of will and knowledge on the Client's behalf.
  7. Ticket – a matter or service request recorded in the Platform, together with its title, description, comments and attachments.
  8. Trial – the free period for testing the Service described in §6.
  9. Subscription – a paid, renewable plan of access to the Platform (including the "Essential" plan and bespoke subscriptions).
  10. Credits – the internal, prepaid billing unit against which Tickets and other chargeable actions are charged, divided into subscription credits (expiring) and purchased credits (perpetual), in accordance with §7.
  11. Stripe – Stripe Payments Europe, Ltd. and its affiliates, the provider of payment and tax handling (Stripe Tax) through which payments are processed.
  12. Privacy Policy – the document describing the rules for processing personal data, available in the Platform.
  13. DPA (Data Processing Agreement) – the data-processing agreement concluded with the Client within the meaning of art. 28 GDPR.
  14. GDPR – Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016.
  15. uśude – the Act of 18 July 2002 on the provision of services by electronic means.
  16. k.c. – the Act of 23 April 1964 – Civil Code.

§3. Types and scope of services (art. 8(3)(1) uśude)

  1. The Provider provides the following services by electronic means:

a. making the Elevate Platform available under the SaaS model, including ticketing, knowledge base, SLA tracking and reporting;
b. registering and maintaining a User Account and creating and maintaining an Organization;
c. an optional AI assistant – AI-assisted features (e.g. suggestions, summaries, semantic search), activated only after the Client enables them;
d. accepting and processing orders for Subscriptions and Credit packs and handling billing;
e. transactional communication (notifications, e-mails relating to Tickets, Credit balance, billing and Service status).

  1. The functional scope available to a given Client depends on the selected Subscription plan and the Organization's configuration. The current description of features is presented in the Platform and in commercial materials.
  2. The Provider may develop the Service and add, modify or withdraw individual features, while respecting the Client's acquired rights and the rules on amending these Terms (§15). Features marked "beta", "preview" or "experimental" may be provided to a limited extent and without a guarantee of continuity.

§4. Conditions of provision. Technical requirements. Prohibition on unlawful content (art. 8(3)(2) uśude)

  1. Technical requirements. Proper use of the Platform requires:

a. an end device with Internet access;
b. a current version of a popular web browser (e.g. Google Chrome, Mozilla Firefox, Microsoft Edge, Apple Safari) with JavaScript and cookies enabled;
c. an active, working e-mail account;
d. for AI features and integrations – meeting any additional requirements indicated in the Platform.

  1. Technical risks. The User acknowledges that the use of services provided by electronic means entails typical risks of telecommunications networks (including the risk of malware, data interception and phishing). The Provider applies technical and organizational measures to minimize these risks, including transmission encryption (TLS).
  2. Prohibition on supplying unlawful content. The User is prohibited from supplying content of an unlawful nature. In particular, the User undertakes not to upload to or transmit through the Platform any content that:

a. infringes the law, third-party rights (including copyright, personal rights, trade secrets) or principles of social conduct;
b. contains malware or aims to disrupt the Platform's operation;
c. constitutes spam or unsolicited commercial information;
d. infringes third parties' personal data unlawfully.

  1. Reporting unlawful content. Anyone may report unlawful content available in the Platform to the Provider at [email protected]. Upon receiving official notice or credible information about the unlawful nature of data, the Provider may prevent access to such data in accordance with art. 14 uśude, informing the User who supplied it.
  2. Prohibition on abuse. It is prohibited to use the Platform in breach of these Terms, to circumvent security measures, to place undue load on the infrastructure, to scrape data in a manner threatening Service stability, or to share an Account with unauthorized persons.

§5. Account and Organization registration. Conclusion of contract (art. 8(3)(3) uśude)

  1. Use of the Service requires creating an Account and creating or joining an Organization.
  2. Conclusion of the service contract takes place upon registration of the Account and acceptance of these Terms and the Privacy Policy. Acceptance takes place in the Platform (click-wrap) – by checking a separate, non-pre-ticked checkbox next to a link to the exact, versioned text of the document. The Provider records an immutable log of acceptance (who accepted which version, when and from which IP address), which serves as evidence of being bound by the template.
  3. Creating an Organization. The person creating an Organization acts as the Administrator (authorized representative) and declares that they are authorized to represent the Client. During onboarding, before any entrusted data processing begins, the authorized representative accepts the DPA in electronic form; such acceptance is effective pursuant to art. 28(9) GDPR.
  4. Adding Users. The Administrator may invite further Users to the Organization and manage their permissions. Each User accepts these Terms and the Privacy Policy upon first login. Depending on the Client's configuration, joining may occur automatically based on the e-mail address domain or via single sign-on (SSO, e.g. Microsoft Entra).
  5. Making the Terms available. The Provider makes the Terms available free of charge before the contract is concluded, in a manner that allows them to be obtained, reproduced and recorded (art. 8(1) uśude, art. 384 § 4 k.c.). Provisions not made available in this way do not bind the User.
  6. Dynaminds shared-queue account. For the purpose of handling Tickets by the Dynaminds team, the Provider's personnel may access Tickets routed to the shared queue, solely to the extent necessary to provide the Service.

§6. Trial period

  1. A newly created Organization receives a free 30-day Trial, without the need to provide payment-card details.
  2. During the Trial the Organization receives 15 starter Credits for testing the Service.
  3. Unused Trial Credits expire at the end of the Trial if the Client has not activated a paid Subscription.
  4. After the Trial ends without an active Subscription, access to the Platform is limited to "read-only" mode (soft paywall): the Client retains visibility of existing Tickets and the knowledge base but cannot create new Tickets until a Subscription is purchased.

§7. Subscriptions and Credits

  1. "Essential" plan. The basic paid access plan is PLN 499 gross per month. The Essential plan:

a. entitles the Client to create Tickets after the Trial;
b. includes 5 Credits per month, granted at the start of each billing period.

  1. Two types of Credits. The Client's balance is divided into:

a. subscription credits – granted under a Subscription, which expire at the end of the billing period ("use it or lose it");
b. purchased credits – acquired in packs via Stripe, which do not expire (perpetual).
On charging, expiring Credits are used first.

  1. Charging Tickets. Tickets are always charged in Credits. A Subscription constitutes the right of access and a monthly Credit allowance, not a pool of "free" Tickets. The credit cost of a given Ticket follows from its workload (estimation bands shown in the Platform). Credits are deducted upon acceptance of the Ticket estimate, while the access gate ("does the Client have access and a sufficient balance") is checked when a Ticket is created.
  2. Recurring Tickets. After a Ticket is closed, the Client may set it to recur (e.g. weekly, bi-weekly, monthly, quarterly). The credit price is locked at the time of configuration and does not change with later price-list changes. Each cycle automatically creates a new Ticket and automatically deducts the locked price from the balance. If Credits are insufficient, the cycle is paused with a notification; the Client may resume it after topping up the balance.
  3. Bespoke subscriptions. The Provider may prepare an individually priced, per-Organization subscription plan covering specified Tickets without charging Credits. Bespoke subscriptions are concluded on a sales-assisted basis, on individually agreed terms.
  4. Service catalogue. Other catalogue products and services (e.g. IT, Security, AI, FinOps packages) may be purchased on a self-service basis via Stripe, on the terms presented in the Platform.

§8. Prices, payments, invoices

  1. Gross prices. All prices shown in the Platform are gross (inclusive of applicable VAT, where it applies).
  2. Payments and taxes. Payments are handled by Stripe, using Stripe Tax to calculate the applicable tax rate. On purchase the Client provides a VAT number (NIP); where provided for by law, the reverse-charge mechanism applies to intra-EU transactions.
  3. Invoices. VAT invoices are issued electronically (via Stripe) to the Organization details provided at purchase. The Client consents to receiving invoices electronically.
  4. Prepaid. Credits are a prepayment toward future services. Acquiring a Credit pack does not require their use within a specified time, subject to the expiry rules for subscription Credits (§7(2)).
  5. Non-payment. In the event of unsuccessful payment for a Subscription, the Provider may suspend access to paid features in accordance with §6(4) and §11.

§9. Renewal and cancellation

  1. Renewal. A Subscription renews automatically for the next billing period unless cancelled beforehand. The charge for the next period is taken in advance, at the start of the period.
  2. Cancellation. The Client (Administrator) may cancel Subscription renewal at any time in the Platform settings. Cancellation takes effect at the end of the current, paid billing period; the Client retains access to paid features until that date.
  3. No refund for a commenced period. Fees for a commenced billing period are non-refundable unless mandatory law provides otherwise.
  4. Credits after cancellation. Subscription Credits expire in accordance with §7(2). Purchased (perpetual) Credits remain available, provided the Account and Organization have not been deleted.

§10. B2B status. Entrepreneur with consumer rights

  1. The Service is addressed to entrepreneurs (B2B model). Only an entrepreneur concluding a contract in connection with their business or professional activity may be a Client. The Service is not offered to consumers, and these Terms do not provide for a consumer 14-day right of withdrawal.
  2. Entrepreneur with consumer rights. Where the Client is a natural person running a sole proprietorship who concludes a contract directly related to that activity but not of a professional nature for them (art. 385[5] k.c.), consumer-protection provisions apply to such a person accordingly, to the extent indicated in the statute, including provisions on unfair contractual terms. In such a case, depending on the legal basis of performance, the right of withdrawal from a distance contract lapses where:

a. as regards the Service (performance of a service) – the Provider has fully performed the Service with the express and prior consent of that person, who was informed before performance began that, once performance is complete, they will lose the right of withdrawal (art. 38(1) of the Consumer Rights Act);
b. as regards the supply of digital content not stored on a tangible medium – performance began with the express and prior consent of that person before the withdrawal deadline and after they were informed of the loss of the right of withdrawal, and the Provider delivered confirmation of conclusion of the contract (art. 38(13) of the Consumer Rights Act).
The relevant declarations and information referred to above are collected before purchase.

§11. Rights and obligations of the parties

  1. Provider's obligations. The Provider undertakes to provide the Service in accordance with these Terms (art. 8(4) uśude), with the due diligence proper to a professional entity.
  2. User's obligations. The User undertakes to:

a. use the Platform in accordance with these Terms and the law;
b. provide true data and keep it up to date;
c. keep Account access credentials confidential and promptly report their loss;
d. not share the Account with unauthorized persons;
e. ensure that persons acting on its behalf comply with these Terms.

  1. Suspension of access. The Provider may suspend or limit access to the Service in the event of: a material breach of these Terms, supply of unlawful content, a threat to Platform security, or non-payment – where possible after prior notice and a demand to cease the breach.

§12. Intellectual property

  1. The Platform, its software, interfaces, documentation, trademarks and the "Dynaminds" and "Elevate" brands are the property of the Provider or its licensors and are protected by law.
  2. For the term of the contract, the Provider grants the Client a non-exclusive, non-transferable licence to use the Platform to the extent necessary to receive the Service. The licence does not include the right to reproduce, decompile, resell or create derivative works, except as permitted by mandatory law.
  3. Client data. Content entered by the Client (including Tickets, comments, attachments, knowledge-base articles) remains the Client's property. The Client grants the Provider a limited licence to process it solely to provide the Service, in accordance with the DPA.

§13. Liability and service levels (SLA)

  1. Availability. The Provider makes efforts to ensure high availability of the Platform. Detailed service-level (SLA) parameters, where agreed, are set out in a separate document or Subscription plan; absent such agreements, the Service is provided on a best-efforts basis, without a guarantee of uninterrupted availability.
  2. Maintenance windows. The Provider may carry out planned maintenance, where possible during low-load hours and after prior notice.
  3. Limits of liability (B2B). To the extent permitted by law, in relations with entrepreneurs: a) the Provider's liability for improper performance of the obligation (provision of the Service) is limited to the rules set out in this section, and any statutory presumptions and remedies proper to a contract of sale or a contract for specific work (including statutory warranty for defects, rękojmia, art. 556 et seq. k.c.) do not apply to a Service provided on a continuous basis; b) the Provider is not liable for indirect damage, lost profits, data loss caused by the User, or interruptions due to causes beyond its control (force majeure, infrastructure-provider failures, third-party actions); c) the Provider's total liability to the Client under the contract is limited to the fees paid by the Client in the 12 months preceding the damaging event. These limitations do not apply to damage caused intentionally or to liability that cannot be excluded or limited by law, including the provisions on non-conformity of a digital service or digital content with the contract, to the extent they apply to an entrepreneur with consumer rights.
  4. AI features. The output of the AI assistant is auxiliary and may contain inaccuracies; it does not constitute advice and requires verification by the User. AI features operate only after the Client enables them.

§14. Protection of personal data

  1. Roles. As regards personal data contained in Ticket content and other materials entered by the Client (which may include personal data of the Client's end users or staff), the Organization (Client) is the data controller, and the Provider acts as a processor under the DPA. As regards Account data (e-mail, name, Organization membership), billing data (NIP/VAT number, invoicing details, transaction history) and technical data (IP address in transit, browser data and crash reports), the Provider acts as controller in accordance with the Privacy Policy.
  2. Sub-processors. The Provider uses trusted sub-processors operating under their own data-processing agreements, in particular: Supabase (database, EU/Frankfurt), Microsoft Azure/M365 (e-mail via Microsoft Graph, EU tenant), Stripe (payments and tax, EU and US under standard contractual clauses – SCC), Hetzner (hosting, EU/Nuremberg), Cloudflare (CDN/WAF, global edge network), Sentry (error monitoring, EU/Frankfurt) and – only when AI features are enabled – Anthropic (AI assistant, US under SCC) and Voyage AI (embeddings, US under SCC). The current list of sub-processors with their regions is published in the Platform; the Client is informed of material changes.
  3. Retention periods. Active Tickets are retained while the Account is active; closed Tickets are archived after 1 year and anonymized after 3 years; the audit log is retained for 2 years; backups – up to 30 days; error-monitoring events (Sentry) – 90 days.
  4. Documents. Detailed processing rules are set out in the Privacy Policy and the DPA, available in the Platform. In the event of any discrepancy concerning the entrusted processing of data, the DPA prevails.

§15. Amendments to the Terms

  1. The Provider may amend these Terms for valid reasons, in particular: changes in the law, changes to the scope or manner of providing the Service, introduction of new features, security considerations, or changes to the billing model.
  2. Amendment procedure (continuous relationship). The Provider notifies of amendments with appropriate advance notice. Pursuant to art. 384[1] k.c., the amended template binds the User if it has been delivered to them and the User has not terminated the contract at the nearest termination date. Independently, in order to continue using the Platform, the Provider may require re-acceptance of the new version of the Terms in the Platform (a blocking notice with a link to the exact, versioned text and a checkbox).
  3. No acceptance. Failure to accept the new version entitles the User to terminate the contract; until acceptance, access to features affected by the change may be limited.

§16. Term and termination (art. 8(3)(3) uśude)

  1. The service contract (maintaining the Account) is concluded for an indefinite term.
  2. Termination by the User. The User may terminate the contract at any time by deleting the Account or by a declaration sent to [email protected]. Termination as regards a Subscription occurs in accordance with §9.
  3. Termination by the Provider. The Provider may terminate the contract on 14 days' notice for valid reasons, and with immediate effect in the event of a material breach of these Terms, supply of unlawful content, or actions threatening Platform security.
  4. Effects of termination. Upon termination, access to the Platform ceases. Client data is processed and deleted in accordance with §14 and the DPA. The Client may export its data using the Platform's features before the contract ends.

§17. Complaint-handling procedure (art. 8(3)(4) uśude)

  1. Filing complaints. Complaints concerning the Service (including Platform malfunctions, billing, Credits or Tickets) may be filed:

a. by e-mail to [email protected]; or
b. in writing to the Provider's address Aleje Jerozolimskie 180, 02-486 Warsaw, Poland.

  1. Content of a complaint. A complaint should contain: data identifying the User (including the Organization name and the Account e-mail address), a description and the circumstances of the problem, the date it occurred and, where possible, the User's request. The absence of some data does not suspend the handling of the complaint, but the Provider may request its supplementation.
  2. Examples of events covered by a complaint: unavailability of the Platform or its features, incorrect charging or deduction of Credits, incorrect invoicing, malfunction of notifications, failure to deliver an ordered Subscription.
  3. Time for handling. The Provider handles a complaint without undue delay, no later than within 14 days of receiving it, and informs the User of the outcome at the e-mail address indicated in the complaint. In particularly complex cases the time limit may be extended, of which the Provider will inform, giving the reason and the expected time.
  4. The provisions of this section do not limit the User's rights arising from mandatory law.

§18. Governing law and jurisdiction

  1. These Terms and contracts concluded under them are governed by Polish law.
  2. Any disputes arising from these Terms or contracts will be resolved by the common court having local jurisdiction over the Provider's registered seat. This provision does not apply where jurisdiction is determined by mandatory law (including in relation to an entrepreneur with consumer rights).
  3. The parties will seek to resolve disputes amicably before referring a matter to court.

§19. Final provisions

  1. Order of precedence. As regards data protection, the DPA prevails; as regards individually agreed commercial terms (e.g. a bespoke subscription, individual SLA), such arrangements prevail over these Terms to the extent of any discrepancy.
  2. Assignment. The User may not transfer its rights and obligations under the contract without the Provider's consent. The Provider may transfer rights and obligations in connection with a reorganization or transfer of business, while respecting the User's rights.
  3. Severability. The invalidity or ineffectiveness of any provision of these Terms does not affect the validity of the remaining provisions.
  4. Communication. Declarations and notices are delivered electronically – to the User at the Account e-mail address, to the Provider at [email protected], unless these Terms provide otherwise.
  5. Availability of the Terms. The Terms are available free of charge in the Platform in a manner allowing them to be obtained, reproduced and recorded.
  6. Language version. The Polish version of the Terms is binding. The English translation, where made available, is for information only; in the event of any discrepancy the Polish version prevails. The same rule of precedence of the Polish language version applies to the Privacy Policy, the DPA and the List of Sub-processors.
  7. Version and date. This version of the Terms (version 2) is effective as of 17 June 2026.