Terms of Service

Last updated: 27 Jan 2026

1. Introduction

These Terms of Service (“Terms”) govern access to and use of Netra (“Netra”, “Service”), an AI observability, monitoring, evaluation, and governance platform operated by KeyValue Software Systems Private Limited (“KeyValue”, “we”, “us”, “our”).

By creating an account, accessing, or using Netra (including any SDKs, APIs, agents, and related websites), you (“Customer”, “you”) agree to be bound by these Terms and our Privacy Policy, which is incorporated by reference. If you are using Netra on behalf of an organization, you represent that you have authority to bind that organization to these Terms.

Netra is intended for business and professional use only and is not directed to individuals under 16 years of age.

2. Definitions

Capitalized terms have the meanings below:

“Account” means the account registered to access and use Netra.

“Customer Data” means any data, content, logs, traces, prompts, responses, configuration, and other information submitted to or collected in Netra from or on behalf of Customer, including through SDKs and integrations.

“Output” means AI‑generated responses or other model outputs logged or evaluated via Netra as part of Customer’s AI applications.

“Usage Data” / “Service‑Generated Data” means telemetry, performance metrics, metadata, and other operational data generated by Netra in connection with Customer’s use of the Service, excluding Customer Data.

“Order Form” means an online subscription selection, pricing plan, or separately executed order referencing these Terms.

“Subscription Term” means the initial and any renewal term of your subscription to Netra.

3. Service Description and Access

Netra provides observability, monitoring, evaluation, and governance capabilities for AI agents and LLM‑powered applications, including cost tracking, tracing, latency metrics, test/eval workflows, and related dashboards and APIs.

During the applicable Subscription Term and subject to these Terms, we grant you a limited, non‑exclusive, non‑transferable, non‑sublicensable right to access and use Netra for your internal business purposes, in accordance with the applicable plan and documentation.

We may update or modify Netra from time to time (including by adding or removing features), but will not materially reduce core functionality of paid plans during the then‑current Subscription Term without reasonable notice.

You are responsible for maintaining the confidentiality of your Account credentials and for all activities occurring under your Account.

4. Eligibility and Acceptable Use

You may use Netra only in compliance with applicable laws and these Terms. You agree not to:

• Use Netra for unlawful, harmful, or abusive purposes (including malware, fraud, exploitation, or harassment).
• Attempt to gain unauthorized access to the Service, other accounts, or underlying infrastructure.
• Interfere with or disrupt the integrity or performance of Netra.
• Reverse engineer, decompile, or circumvent technical safeguards, except where permitted by law.
• Use Netra to build a competing product or service or to benchmark for competitive purposes, except with our prior written consent.
• Intentionally submit highly sensitive data types unless expressly agreed in writing (for example, payment card data, government IDs, or protected health information under specific regulated frameworks).

We may suspend or limit access to Netra if we reasonably believe you are violating these Terms, creating a security or legal risk, or are in material breach (including non‑payment), and will restore access once the issue is resolved where reasonably possible.

5. Subscription, Fees, and Renewals

Access to Netra is provided on a subscription basis according to the plan selected in the applicable Order Form.

Fees and billing: You agree to pay all fees specified for your plan. Fees are typically billed in advance on a monthly or annual basis and are non‑refundable, except as expressly stated in these Terms or in an Order Form. Taxes (such as GST/VAT or sales taxes) are your responsibility and may be added to invoices.

Usage‑based charges: Some plans may include usage allowances (for example, spans, traces, or evaluations). Any usage above the included allotment may be billed at the then‑current overage rates.

Trials and free tiers: We may offer free plans or trials. We may modify or discontinue such offers at any time. Trials may auto‑convert to a paid plan if you do not cancel before the end of the trial, as described in the trial sign‑up flow.

Auto‑renewal: Unless otherwise stated in an Order Form, subscriptions automatically renew at the end of each Subscription Term for successive terms of the same length, at the then‑current pricing, unless you cancel via your Account or by written notice before renewal.

We may update pricing for future renewal terms with reasonable prior notice; if you do not agree to the updated pricing, you may choose not to renew.

6. Term and Termination

These Terms remain in effect while you maintain an active subscription or otherwise use Netra.

Termination by you: You may terminate your subscription at the end of the current Subscription Term via the Account settings or by written notice, subject to any applicable notice period in your Order Form. Pre‑paid fees are non‑refundable unless otherwise agreed.

Termination or suspension by us: We may terminate or suspend your access (i) for material breach that you do not cure within a reasonable cure period after notice, or (ii) immediately in case of severe breach, fraud, or legal/security risk. Where termination is for our uncured material breach, we will refund any pre‑paid, unused fees for the remaining Subscription Term.

Effect of termination: Upon termination or expiry, your right to access Netra ceases, and we will close your Account. We will delete or anonymize Customer Data from our systems within a reasonable period, except where retention is required by law or for legitimate business/legal purposes (e.g., backups), subject to the Privacy Policy and any applicable data processing agreement.

Sections that by nature should survive (including ownership, disclaimers, limitations of liability, indemnities, and governing law) will continue to apply after termination.

7. Customer Data, Outputs, and Usage Data

7.1 Ownership

As between you and us, you retain all rights, title, and interest in and to Customer Data and Outputs. We and our licensors retain all rights, title, and interest in and to Netra, including software, documentation, SDKs, UI, and underlying technology, as well as Service‑Generated/Usage Data, subject to any rights expressly granted to you in these Terms.

7.2 License to Provide the Service

You grant us a worldwide, limited, non‑exclusive license to host, process, store, transmit, and display Customer Data and Outputs solely as necessary to:

• Provide, maintain, secure, and support Netra;
• Operate observability, monitoring, evaluation, and governance features you use;
• Provide customer support, troubleshooting, and issue investigation;
• Comply with law and enforce these Terms.

7.3 Usage Data and Product Improvement

We may generate and use aggregated, de‑identified Usage Data derived from Customer Data and use of Netra, for purposes such as analytics, improving the Service, capacity planning, and benchmarking, provided such data does not identify you, your users, or any individual.

7.4 Model Training

Unless explicitly agreed in a separate written agreement or DPA:

• We do not use your Customer Data or Outputs to train foundation models or models used to serve other customers.

7.5 Your Responsibilities for Data

You are responsible for:

• Ensuring you have all necessary rights and lawful bases to submit Customer Data to Netra and to configure tracing, logging, and evaluations;
• Configuring observability and governance features consistent with your own regulatory obligations;
• Not sending unsupported categories of sensitive data unless explicitly agreed (for example, regulated health or financial data in certain jurisdictions).

If you submit prohibited data types or use Netra in violation of law, you are responsible for resulting consequences, and we may suspend processing of the affected data.

8. Security and Privacy

We implement technical and organizational measures designed to protect Customer Data, including encryption in transit and at rest, access controls, monitoring, and incident response procedures, as further described in our Privacy Policy and security documentation.

Your use of Netra is also governed by our Privacy Policy, which describes how we collect, use, and share personal data and the rights of data subjects. Any separate data processing agreement (DPA) or similar privacy addendum signed between you and us is incorporated into these Terms where applicable.

9. Third‑Party Services and Models

Netra may integrate with or rely on third‑party services, model providers, cloud platforms, or developer tools (for example, LLM APIs, vector databases, or messaging systems) that are governed by their own terms and privacy policies.

You are solely responsible for:

• Maintaining appropriate agreements and accounts with such third‑party providers;
• Configuring and securing integrations;
• Paying any fees owed to third parties.

We are not responsible for the actions, services, or failures of third‑party providers, and your use of them is at your own risk.

10. Service Levels and Beta Features

Any specific service‑level commitments (SLA), support levels, and remedies will be set out in an Order Form or a separate SLA document. If no SLA is agreed, Netra is provided without guaranteed uptime or performance commitments.

We may offer early‑access or beta features identified as such. Beta features are provided “as is”, may be modified or discontinued at any time, and may be subject to different support and reliability expectations.

11. Confidentiality

Each party may receive non‑public information from the other that is identified as confidential or that should reasonably be understood to be confidential given the nature of the information and the circumstances of disclosure (“Confidential Information”).

Each party will:

• Use the other party’s Confidential Information only for purposes of performing under these Terms;
• Protect it with at least reasonable care;
• Not disclose it to third parties except to employees, contractors, and professional advisors who need to know and are bound by confidentiality obligations.

Confidentiality obligations do not apply to information that is publicly known, received from a third party without breach, independently developed, or required by law or court order (with notice where permitted).

12. Intellectual Property and Feedback

Apart from the limited rights expressly granted in these Terms, neither party acquires any rights to the other party’s intellectual property.

If you provide feedback, suggestions, or ideas about Netra, you grant us a perpetual, irrevocable, royalty‑free license to use that feedback for any purpose without obligation to you.

Use of any open‑source components within Netra or its SDKs is governed by the respective open‑source licenses, which are not restricted by these Terms.

13. Warranties and Disclaimers

We will use commercially reasonable efforts to operate Netra in all material respects in accordance with the applicable documentation and these Terms.

However, to the maximum extent permitted by law, Netra and all related services are provided on an “as is” and “as available” basis, without warranties of any kind, whether express, implied, or statutory, including implied warranties of merchantability, fitness for a particular purpose, and non‑infringement.

You acknowledge that AI models and agents can produce incorrect, incomplete, or harmful outputs, and you are responsible for validating and governing the use of such outputs in your environment.

14. Limitation of Liability

To the maximum extent permitted by law:

• Each party’s total aggregate liability arising out of or related to these Terms will be limited to the fees paid or payable by you to us for Netra in the twelve (12) months preceding the first event giving rise to the claim.
• Neither party will be liable for any indirect, consequential, incidental, special, exemplary, or punitive damages, or any loss of profits, revenue, data, or business opportunities, even if advised of their possibility.

These limitations do not apply to liability that cannot be limited under applicable law (for example, certain data protection, death or personal injury caused by negligence, or intentional misconduct).

15. Indemnification

You agree to indemnify and hold harmless KeyValue and its directors, employees, and affiliates from and against any third‑party claims, damages, and expenses (including reasonable legal fees) arising from:

• Your misuse of Netra;
• Your violation of these Terms or applicable laws;
• Your Customer Data or Outputs, including any alleged infringement, privacy violation, or misuse.

We may offer an IP indemnity for Netra in certain enterprise agreements, which will be described in the applicable Order Form or master agreement where agreed.

16. Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will provide notice (for example, via email or in‑product notification) and update the “Last updated” date above.

If you continue using Netra after the effective date of the updated Terms, you agree to the revised Terms. If you do not agree, you must stop using Netra and may terminate your subscription under Section 6.

17. Governing Law and Dispute Resolution

These Terms are governed by and construed in accordance with the laws of India, without regard to conflict of law principles. Any disputes arising out of or relating to these Terms or Netra shall be subject to the exclusive jurisdiction of the courts located in Kochi, Kerala, India, unless otherwise agreed in a separate master agreement.

18. Miscellaneous

Assignment: You may not assign or transfer these Terms or your rights hereunder without our prior written consent, except to an affiliate or in connection with a merger or acquisition, subject to notice. We may assign these Terms without your consent in connection with a corporate transaction.

Entire agreement: These Terms, together with any applicable Order Form, Privacy Policy, and data protection addenda, form the entire agreement between you and us regarding Netra and supersede prior agreements on that subject.

Severability: If any provision is held invalid, the remaining provisions will remain in full force and effect, and the invalid provision will be replaced with a valid one that most closely reflects the parties’ original intent.

Waiver: Failure to enforce any provision will not constitute a waiver of that provision or any other.

Notices: Legal notices to us must be sent to the postal address or email published on the Netra website; we may send notices to the email address associated with your Account.

19. Contact Us

For questions or support, contact us at admin@getnetra.ai.

IF YOU DO NOT AGREE TO ALL OF THE TERMS AND CONDITIONS OF THIS AGREEMENT, YOU MUST NOT USE THE SERVICE. BY USING THE SERVICE, YOU ACKNOWLEDGE THAT YOU HAVE READ AND UNDERSTOOD THE TERMS AND CONDITIONS OF THIS AGREEMENT AND YOU AGREE TO BE BOUND BY THESE TERMS AND CONDITIONS.