Terms of Service

Effective date: 12 May 2026 · Version 1.0

1. Introduction

These Terms of Service govern your use of the Lemonflow platform operated by Lemonflow Technologies GmbH, Munich, Germany. They form a binding agreement between Lemonflow and customers who execute a Master Services Agreement (MSA) and Data Processing Agreement (DPA) with us. The MSA and DPA prevail over this public summary in case of any conflict. For the full contractual terms applicable to your relationship with Lemonflow, please contact your account manager or sales@lemonflow.ai.

2. Service Description

  • Lemonflow operates an AI-powered customer support platform for Charge Point Operators (CPOs). The platform handles inbound voice calls, chat, email triage, and ticket creation, and integrates with the customer's charging infrastructure and CRM systems to support end-customer enquiries.
  • Lemonflow is a B2B service. The platform is contracted with companies, not with individual end users.
  • The service is delivered as software-as-a-service hosted in the European Union.

3. Acceptable Use

When using the platform, the customer agrees that it will not:

  • Use the platform for any unlawful purpose or in violation of applicable laws.
  • Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code, underlying models, or trade secrets of the platform.
  • Attempt to compromise, probe, or otherwise test the security of the service without Lemonflow's prior written consent.
  • Submit unsolicited bulk communications (spam) through the platform, or content that infringes third-party intellectual property, privacy, or other rights.
  • Permit conduct by its end users or staff that would breach these Terms. The customer is responsible for activity carried out under its accounts and for any data submitted via those accounts.
  • Submit Customer Data that fails to comply with applicable laws, including data protection and consumer protection legislation.

4. Service Availability & Performance

  • Lemonflow targets 99.5% monthly service availability for the platform under normal operating conditions.
  • Planned maintenance windows are communicated to customers in advance via the customer's primary contact. Emergency maintenance may be carried out without advance notice where required to preserve the security or integrity of the service.
  • Status updates and incidents are communicated via the customer's primary contact and, once the public status page is available, at status.lemonflow.ai.
  • Service level commitments, credits, and remedies applicable to a specific customer are defined in that customer's MSA.

5. Customer Data

  • The customer retains ownership of all data submitted to the platform ("Customer Data").
  • Lemonflow processes Customer Data only for the purposes set out in the DPA and on the customer's documented instructions.
  • Sub-processors engaged by Lemonflow are listed in the DPA. Updates to the sub-processor list are notified in accordance with the DPA.
  • All Customer Data is hosted within the European Union.
  • For details on how personal data is processed, see our Privacy Notice.

6. Intellectual Property

  • Lemonflow retains all rights, title, and interest in and to the platform, including the underlying software, AI models, prompts, configuration tooling, and documentation.
  • Subject to the MSA, the customer is granted a non-exclusive, non-transferable right to use the platform during the term of the agreement, solely for its internal business purposes.
  • Feedback, suggestions, and improvement requests submitted by the customer may be incorporated into the platform without restriction or obligation to the customer.

7. Confidentiality

Each party agrees to keep the other party's confidential information secure and to use it only for the purposes contemplated under the MSA. The detailed confidentiality obligations, including permitted disclosures and survival terms, are set out in the MSA.

8. Warranties, Disclaimers & Limitation of Liability

  • Except as expressly stated in the MSA, the platform is provided on an "as is" and "as available" basis.
  • Lemonflow disclaims implied warranties, including warranties of merchantability, fitness for a particular purpose, and non-infringement, to the maximum extent permitted by law.
  • Lemonflow's aggregate liability under the agreement is limited as set out in the MSA (typically capped at the fees paid by the customer in the twelve months preceding the event giving rise to liability).
  • Nothing in these Terms limits liability for gross negligence, wilful misconduct, personal injury, or any other liability that cannot be limited or excluded under applicable mandatory law.

9. Term & Termination

  • The MSA between Lemonflow and the customer sets the term, renewal mechanics, and termination conditions applicable to that customer.
  • Either party may terminate the MSA for material breach not cured within the cure period defined in the MSA.
  • On termination, Customer Data is exported on request and deleted in accordance with the DPA and the applicable data retention schedule.

10. Changes to These Terms

Lemonflow may update these Terms from time to time. Material changes affecting customer rights are communicated to existing customers in advance in accordance with the MSA. Continued use of the platform after the effective date of a revision constitutes acceptance of the updated Terms. The effective date at the top of this page indicates when the current version came into force.

11. Governing Law & Jurisdiction

  • These Terms are governed by the laws of the Federal Republic of Germany, excluding its conflict-of-laws rules and the UN Convention on Contracts for the International Sale of Goods (CISG).
  • The exclusive place of jurisdiction for disputes arising out of or in connection with these Terms is Munich, Germany, to the extent permitted by law.

12. Contact

Lemonflow Technologies GmbH
Kreittmayrstraße 3, 80335 Munich, Germany

© 2026 Lemonflow Technologies GmbH. All rights reserved.