ESContact us
Legal

Terms of service

The terms that apply when your organization and its people use Veleva’s website, desktop app, web app and cloud services.

Last updated: 28 October 2026

1. Who provides Veleva

Veleva and the veleva.ai website are provided by the following company. This information is also given in compliance with Article 10 of Spanish Law 34/2002 on information society services (LSSI).

Company
DEMEMO LABS, S.L.
Tax ID (NIF)
B88725221
Registered office
Calle Monasterio de las Batuecas 17, portal A, Ático, 28049 Madrid, Spain
Registry
Registered in the Madrid Mercantile Registry (Registro Mercantil de Madrid), sheet 886864
Email
[email protected]

In these terms, “Veleva”, “we” and “us” refer to DEMEMO LABS, S.L.

2. These terms

These terms form a contract between Veleva and the organization that subscribes to Veleva (the “Customer”). By creating an account, accepting an invitation, installing the desktop app or otherwise using the Service, you agree to these terms. If you do so on behalf of an organization, you confirm that you have authority to bind it.

Veleva is offered to businesses and professionals only, not to consumers. You must be at least 18 years old to use it.

If the Customer has signed an order form or another written agreement with us, that document prevails over these terms if they conflict. Our privacy policy and, where applicable, our data processing agreement also form part of the contract.

3. Definitions

  • Service: the Veleva desktop app, web app, administration console, cloud services, gateways and related support and documentation.
  • Authorized User: a person the Customer invites or allows to use the Service under its account, such as an employee or contractor.
  • Customer Content: any data, text, files, instructions, tasks, workflows, comments, skills or other material that the Customer or its Authorized Users submit to the Service, or that the Service retrieves for them from connected services.
  • Output: content generated by AI models or agents through the Service in response to Customer Content.
  • Third-Party Services: services not provided by Veleva that the Customer chooses to use with Veleva, including AI providers and connected tools such as Google Workspace, Microsoft 365 or Slack.

4. Accounts and administrators

The Customer’s owners and administrators control its organization in Veleva. They decide who is a member, what roles members have, and which AI models, providers, connectors and library items each policy group can use. The Customer is responsible for the actions of its Authorized Users and for configuring these permissions to suit its needs.

Each Authorized User must keep their credentials confidential and must not share their account. Tell us promptly at [email protected] if you suspect unauthorized access.

5. Plans, fees and payment

Veleva is offered in the plans described on our website or in an order form. Each plan sets a price per member, the number of shared workflows, the number of automations and, where included, an AI usage allowance.

  • Fees. Fees are charged per member for each billing period and are stated in euros, excluding VAT and other applicable taxes, which are added where required.
  • Plans with included AI usage. On these plans, AI usage is covered up to the allowance of your plan. Allowances measure consumption, not a number of tasks, because consumption depends on the model and the work. If the allowance is reached, we may limit AI usage until the next period or agree additional capacity with you.
  • Plans with your own providers. On plans where you connect your own AI providers or API keys, the fees cover Veleva’s workspace only. You pay those providers directly under your agreement with them, and you are responsible for their charges.
  • Invoicing. Unless an order form says otherwise, we invoice in advance for each billing period, and invoices are payable within 30 days. We may suspend the Service, after notice, if undisputed amounts remain unpaid.
  • Price changes. We will give at least 30 days’ notice of any price change. The new price applies from the next billing period.

Fees are non-refundable except where these terms, an order form or the law provide otherwise.

6. Desktop software

While the Customer’s subscription is active, we grant each Authorized User a limited, non-exclusive, non-transferable and revocable license to install and use the Veleva desktop app on devices they use for the Customer’s business.

The app checks for updates and downloads them in the background, but installs them only with your action. To protect security and compatibility, we may require a minimum version before the app can connect to the Service.

Some components of the app are open-source software, licensed under their own terms. Nothing in these terms limits your rights under those licenses.

7. Acceptable use

You must not, and must not allow others to:

  • use the Service in breach of the law or of the rights of others, including privacy, intellectual property and data protection rights;
  • submit Customer Content that you have no right to process, or that you have no right to send to the AI providers or connected services you use;
  • use the Service for practices prohibited under the EU AI Act, or for decisions with legal or similarly significant effects on people without appropriate human review;
  • use connectors or agents to send spam, deceive people, or access accounts or data without authorization;
  • upload malware, or attempt to breach, probe or overload the Service or its gateways;
  • circumvent permissions, policy groups, usage limits, rate limits or other technical restrictions;
  • reverse engineer, decompile or disassemble the Service, except to the extent the law expressly permits;
  • resell or sublicense the Service, or use it to build a competing product.

8. AI features and agents

Veleva uses AI models and agents to draft, research, summarize and carry out work. Output is generated automatically and can be inaccurate, incomplete or inappropriate. You are responsible for reviewing Output before relying on it, especially for decisions that affect people, money, legal rights or safety.

Agents can take actions in tools you connect, within the permissions your organization grants, such as sending email, creating calendar events or editing files. The Customer decides which tools agents can use and is responsible for actions taken within those permissions. Veleva’s review steps, policy groups and audit log are there to help you keep control. Configure them to match the level of oversight you need.

9. AI providers and connected services

The Customer chooses which AI providers, models and connected services to use. Third-Party Services are governed by their own terms and privacy policies, including their data retention practices. Veleva is not responsible for them, for their availability, or for changes they make to their models, features or prices. Model availability depends on the providers you select.

Where Veleva offers preset providers, we choose them for their data protection terms, but their processing remains subject to their own commitments. We may add, change or remove supported providers and connectors.

10. Your content

As between the Customer and Veleva, the Customer owns its Customer Content and Output. The Customer grants Veleva a worldwide, non-exclusive license to host, copy, transmit and process Customer Content only as needed to provide, secure and support the Service, and as the Customer instructs. We do not use Customer Content or Output to train AI models.

Much of the Customer’s working material, such as chat conversations, is stored only on its users’ devices, as described in our privacy policy. The Customer is responsible for backing up data stored on its devices. Output may not be unique, and other users may receive similar output.

If you send us suggestions or feedback, we may use them without restriction or obligation to you.

11. Data protection

When Veleva processes personal data in Customer Content, it acts as the Customer’s processor under the GDPR. Our data processing agreement applies to that processing and is available on request at [email protected]. The Customer is responsible for having a valid legal basis for the personal data it submits and for informing its Authorized Users and other affected people. For data we process as controller, see our privacy policy.

12. Veleva’s intellectual property

Veleva and its licensors own the Service, including its software, design, documentation and trademarks. Apart from the rights expressly granted in these terms, no rights are transferred to you.

13. Confidentiality

Each party will protect the other’s non-public business, technical and financial information with at least reasonable care. Each will use that information only for the purposes of this contract. This obligation continues for five years after the contract ends, and indefinitely for trade secrets. It does not apply to information that is public, already known to the receiving party, independently developed, or that must be disclosed by law.

14. Availability and changes

We work to keep the Service available and secure, but it may occasionally be interrupted for maintenance, updates or reasons outside our control. We may improve and change the Service. We will not materially reduce the core functionality of a paid plan during a billing period without notice.

Features marked as beta, preview or experimental are provided as they are, may change or be withdrawn, and are excluded from any service commitments.

15. Suspension and termination

Subscriptions renew for successive billing periods unless either party cancels before the next period starts, or an order form says otherwise. Either party may terminate the contract if the other materially breaches it and does not cure the breach within 30 days of written notice.

We may suspend access immediately, in whole or in part, if it is reasonably necessary to prevent a security risk, serious harm to the Service or others, or a breach of law or of section 7. We will tell you why and restore access once the issue is resolved.

When the contract ends, the Customer’s right to use the Service ends. If the Customer asks within 30 days, we will provide its Customer Content stored in our cloud in a commonly used format. After that, we delete it in line with our data processing agreement, unless the law requires us to keep it. Sections 10 to 13 and 16 to 21 survive termination.

16. Warranties and disclaimers

Each party confirms that it has authority to enter into this contract. We will provide the Service with reasonable skill and care, substantially as described in our documentation.

Except as expressly stated in these terms, and to the extent permitted by law, the Service and Output are provided “as is”. We do not warrant that they will be uninterrupted or error-free, or that Output will be accurate or fit for a particular purpose.

17. Limitation of liability

To the extent permitted by law, neither party is liable for indirect or consequential losses, or for loss of profits, revenue, business or data. Each party’s total liability arising from this contract is limited to the fees the Customer paid or owed for the Service in the 12 months before the event giving rise to the claim.

These limits do not apply to liability for fraud, wilful misconduct (dolo) or gross negligence; to the Customer’s payment obligations; to breaches of section 7; or to any liability that cannot be limited by law.

18. Indemnification

The Customer will defend and indemnify Veleva against third-party claims arising from Customer Content or from use of the Service in breach of these terms.

Veleva will defend and indemnify the Customer against third-party claims that the Service, as provided by us, infringes their intellectual property rights. This does not cover claims caused by Customer Content, Output, Third-Party Services, or modifications or combinations we did not make.

The indemnified party must notify the other promptly, let it control the defence, and cooperate reasonably.

19. Changes to these terms

We may update these terms. We will post the new version here with a new date. If a change is material, we will notify the Customer’s administrators at least 30 days before it takes effect. If the Customer does not agree, it may terminate before the change takes effect. Continued use after that date means it accepts the updated terms.

20. Governing law and jurisdiction

These terms are governed by Spanish law. The parties submit to the exclusive jurisdiction of the courts of the city of Madrid, Spain, and waive any other jurisdiction that might apply.

21. General

  • Entire agreement. These terms, together with any order form, the data processing agreement and the privacy policy, are the entire agreement between the parties about the Service.
  • Assignment. Neither party may assign the contract without the other’s consent. Either party may assign it, without consent, to a successor in a merger, acquisition or sale of substantially all of its assets.
  • Subcontractors. We may use subcontractors to provide the Service and remain responsible for them.
  • Force majeure. Neither party is liable for delays caused by events beyond its reasonable control.
  • Severability and waiver. If a provision is invalid, the rest remains in force. Failing to enforce a right does not waive it.
  • Notices. We may send notices to the Customer’s administrators by email or in the product. Send notices to us at [email protected] or to our registered office.
  • Publicity. We will not use the Customer’s name or logo in our marketing without its permission.
  • Language. These terms are available in English and Spanish. If the two versions conflict, the Spanish version prevails.