Norbix Terms of Service

Approved upcoming policy — 19 October 2026. Published for information; not yet effective.

No effective date has been announced. The Support Policy effective 17 October 2026 and your existing accepted agreement or order continue to apply until a lawful transition. This publication does not activate new billing or support features or change an existing contract.

The support rules in sections 2, 6 and 8 and engineer-hour launch prices are approved for a future rollout. Engineer-hour purchases, ledger and case-budget controls, licence-expiry reminders and the licence-validation tolerance below are upcoming requirements, not confirmation that those features are available today. Prices are disclosed in the upcoming Support Policy and will be shown before purchase.

1. Your agreement with us

Norbix is provided by UAB Isidos, company number 303305095, J. Barkausko g. 23, LT-46488 Kaunas, Lithuania. Contact support@norbix.ai for contractual, billing and service questions.

These Terms cover business and personal purchases. You must have legal capacity to enter the agreement. If buying for an organisation, you must have authority to bind it. A consumer is a person buying mainly outside their trade, business or profession; choosing a business account does not remove rights you legally hold as a consumer.

Your purchase includes the plan or order accepted at checkout, these Terms, the Data Exit Policy and the Support Policy. An expressly agreed Enterprise order can change commercial arrangements. Mandatory law always takes precedence. Any agreed data processing agreement governs its subject matter.

2. Plans, licences and engineer hours

Your Cloud account manages billing, projects and licences. It stays accessible when a subscription or licence expires, unless the account is separately closed or lawfully restricted. Having an account alone does not provide running backend capacity. Admin is the separate end-user portal; it is not the Cloud management application.

How we count time

Periods stated as full days or full 24-hour periods use elapsed hours, including weekends and holidays. Calendar-day notices use calendar days, with the exact deadline and timezone stated in the notice. Support business hours and days follow the Support Policy. Statutory deadlines use the counting rules required by applicable law; legal working days are not measured in covered support hours.

3. Managed Service subscriptions

Your subscription pays for the project cap shown at purchase. You choose which projects to enable within that cap. Disabled project records may remain above the cap; this does not preserve their database data indefinitely. On paid reactivation, projects start disabled and you choose which to enable.

A purchased subscription starts when the Stripe subscription activates following payment, without waiting for you to enable a project or restore a former database. Monthly plans renew monthly and annual plans renew annually until you cancel renewal. The fee, currency, billing period, cap, tax treatment and any additional usage basis must be shown before you commit. Stripe processes payments; Norbix remains responsible for its charges and service obligations.

Seven-day trial

A card is required. The trial starts when checkout completes and the trial subscription activates. It lasts seven full 24-hour periods. Unless you cancel before its end, it converts to the selected paid plan on the disclosed terms. We confirm the trial and send a reminder three calendar days before the first scheduled charge, with the plan, amount, date, frequency and cancellation instructions. The trial does not replace statutory consumer cancellation rights.

The backend subscription trial does not include free Flex usage. Optional Norbix-provisioned Flex usage is billed separately during the trial as explained in section 5. Cancelling trial conversion avoids the backend subscription charge, not agreed usage charges already incurred.

Cancellation and changes

You can stop the next renewal before it occurs through your account’s subscription cancellation route. Cancellation takes effect at the paid period’s end; you keep paid-period access. Contact support if that route is unavailable. We acknowledge cancellation and its effective date. A support conversation or retention offer is not a condition of valid cancellation.

Before an upgrade, we show its effective date and any charge. For a lower project cap, select the projects to keep enabled before it takes effect; contact support if you need help. We do not choose production projects at random. A downgrade does not itself delete customer-owned databases or files. Any price, proration or timing must be shown before you confirm it; these Terms do not promise an undisclosed discount or credit.

4. Annual deployment licences

A deployment licence runs for the annual term stated when issued. A 30-day trial licence can be issued without a card; its trial starts on issue. Trial issuance does not authorise a paid charge. Continuing after a trial requires a paid annual purchase or the agreed Enterprise order.

Buying another year does not automatically update your installation. To avoid interruption when the current annual licence ends:

1. Sign in to your Cloud account on the managed service, open Cloud → Account → Licensing, and purchase the next annual licence. An Enterprise order may arrange its issue through Norbix. You do not need to buy hosted project capacity just to obtain a deployment licence.
2. Replace the old licence in NORBIX_LICENSE in your deployment script or configuration.
3. Restart Norbix so the installation loads the new licence.

We send licence-expiry reminders normally 30 days and 7 days before an annual licence ends, and a notice on the expiry day, each stating the expiry date and how to purchase the next licence. The issued licence states its validity period. Existing licence files are not silently extended, and installing a replacement does not restart a free trial. If you need help with purchase, activation or validation, contact support. When no valid licence permits use, the licensed runtime is restricted; account and licence-recovery access remain available. Licence enforcement does not itself delete your database or files or change an administrator’s project choices.

You operate and secure your own infrastructure, database, provider accounts and backups unless an Enterprise agreement assigns a particular responsibility to Norbix. If our licence-validation service cannot be reached, an otherwise valid licence keeps working for a tolerance period of at least 72 hours from the last successful check, and never beyond the licence’s own expiry date. An outage of a Norbix-operated service (licence validation, Cloud, licence issuing) is handled as a Norbix incident under the Support Policy, not as a missed customer payment, and uses no engineer hours.

5. Providers and optional Flex usage

You can connect your own MongoDB, file storage, email, SMS, push and payment providers. Their services remain in your provider accounts and are paid under your agreements with them. Norbix supplies its backend capabilities around those integrations. You authorise the required connections and remain responsible for having the rights to use them. Norbix remains responsible for its own agreed service and integration work.

Managed Service additionally offers Norbix-provisioned MongoDB Flex. Its disclosed usage charges apply during the seven-day backend trial as well as paid use. They are separate from the project-cap subscription and are collected monthly through Stripe after the provider report. Usage may be reported after it was incurred. Paying a trial Flex usage invoice does not itself purchase a paid backend subscription or create the paid-backend archive entitlement in the Data Exit Policy. Logs stored in the main database can increase database usage and cost. Disabling a project is not, by itself, cancellation of every separately provisioned provider resource.

We charge only the usage and pricing basis agreed before use. Additional usage charges or provider markups apply only if disclosed and agreed before use. An allowance is unlimited only if the selected plan expressly says so. Customer-owned resources and their provider bills remain separate from Norbix’s Flex cleanup rules.

6. Nonpayment, stopping service and refunds

The Data Exit Policy gives the deadlines and data consequences. A cancelled trial or failed first backend subscription payment follows its strict trial schedule. For a previously paid Managed Service backend subscription, a renewal or Flex-usage payment failure has the agreed seven-day payment grace before the affected service is suspended. A failed Flex bill does not cancel an otherwise paid project-cap subscription or stop unrelated eligible projects.

After backend subscription suspension for unpaid renewal, recurring backend charges and retries of that failed renewal stop. The corrected backend invoice covers only the running grace, prorated at the agreed plan rate, and is due 14 full days after issue and sending. Valid older debts and agreed usage already consumed remain payable; authorised collection of consumed-usage invoices can continue. Duplicate or incorrect charges must be corrected.

Before paid reactivation, corrected overdue, undisputed Norbix invoices must be settled. Unbilled or not-yet-due amounts do not block it. Billing disputes go to support. Payment alone does not recover deleted data, extend an archive deadline or enable projects. You can obtain an eligible retained-data export without resubscribing or paying outstanding invoices first.

Engineer hours do not expire and belong to the account; they are shared across the account’s projects and licensed installations and are not transferable to another account. Unused hours are refundable within the statutory withdrawal period where it applies, including for partly used packs. Outside that period, ordinary change-of-mind refunds of hours are not automatic. If you close your account, we show the remaining balance and offer either to use it first or a refund of its unused value at the per-hour rate you actually paid for that pack. Hours charged for a case that Norbix caused are returned to your balance. Ordinary change-of-mind cancellation does not create an automatic prorated refund of unused subscription or licence time. This does not limit statutory withdrawal, remedies for faulty or missing services, billing-error corrections, or refunds otherwise owed. Enterprise orders may expressly agree different commercial refund terms.

7. Your content, access and permitted use

You retain your rights in your data, application code and connected provider accounts. Norbix retains its software and other intellectual property; separately licensed open-source components keep their own terms. You give us the limited rights needed to provide, secure and support the service and fulfil your instructions. We do not use private customer content to train general AI models without separate explicit permission.

Protect credentials, assign appropriate permissions and authorise your users and agents carefully. Connecting an AI tool does not grant it unrestricted access or make its decisions reliable. You are responsible for your application logic, authorised actions, content rights and lawful processing. Norbix is responsible for the security and performance obligations it undertakes. Where we process personal data for you, the applicable data processing arrangements must be agreed; these Terms do not replace a data processing agreement or privacy notice.

Do not use Norbix for unlawful activity, malware, unauthorised access, credential theft, spam or deliberate disruption. Follow provider rules and obtain required permissions for messaging and payments. We normally notify you of a remediable material breach and allow 14 days to fix it. An urgent security risk, serious abuse or legal requirement may require earlier, narrowly scoped restriction. We explain the action where lawful and preserve recovery and data-exit access where safe and required. We do not delete your own provider resources merely because your Norbix entitlement ends.

8. Support and service commitments

The Support Policy states the channels, covered hours, response targets, escalation and investigation updates. Support handles payment, licensing and retained-data problems; response targets are not guaranteed repair or restoration times. A retained-data archive on service exit is not a promise of continuous production backups.

Support has two layers, independent of deployment type and project capacity:

• Assisted support is included with every paid plan, paid licence and trial. It is provided mainly by the Norbix AI assistant and automated diagnostics, with human review where this section says so.
• Engineer hours are pre-paid human support time bought in Cloud → Account → Support (or in the app) and applied to a case when you open or escalate it. A case with engineer hours gets the Engineer response targets in the Support Policy. Chargeable work is investigation, fixes, substantive technical replies and calls by an engineer, charged at actual time and rounded up once per case to the next 15 minutes. Queueing, waiting, assistant replies, scheduled status and spend-approval updates and internal administration are not charged. Work by more than one engineer at the same time is charged per engineer against one case budget, and only with your approval.
• Case budget. Paid work starts only after the account owner, or a member the owner has given budget permission, approves a budget on the request form (default one hour, never more than the available unreserved balance; that budget is reserved for the case). For S1 and S2 cases an optional, initially unselected control lets you authorise a higher aggregate maximum in advance. We notify you at the initial budget threshold and continue only within that expressly approved maximum. A remaining balance or your silence never authorises spending beyond the approved budget; there are no automatic purchases and no negative balances. When a budget is used up and not extended, paid work pauses and the case returns to Assisted support; free human duties, statutory deadlines and already-promised incident updates continue.

The following always receive a human response and never use engineer hours: billing errors, refunds and cancellation problems; licence purchase, activation and validation problems; data export, restoration and data-exit requests; security incidents; a production outage of a paid Managed Service project; consumer withdrawal and dispute contact; and any case caused by a Norbix defect or by an outage of a Norbix-operated service. Norbix assesses the cause in good faith using the case evidence and explains its decision. You can ask for a free billing review; statutory remedies remain available.

We provide the service with reasonable care and skill. Any uptime, production-backup, recovery-point, restoration-time or service-credit commitment must be expressly agreed. Nothing here removes applicable rights to repair, correction, price reduction, termination or refund for missing or nonconforming services.

9. Consumer rights in the EU/EEA, UK and United States

These are common commercial Terms, with the following protections taking precedence where applicable. Other mandatory local rights remain intact.

EU/EEA and UK consumers

For a qualifying distance service contract, you normally have 14 days from contract conclusion to withdraw without giving a reason. Statutory counting rules, extensions and exceptions apply. A seven-day trial does not shorten that right. A new annual licence purchase is assessed as its own contract; do not assume the original trial used up its cancellation rights.

If you expressly request service during the withdrawal period, we charge for service supplied before withdrawal only where the required disclosures, request and law permit it. Merely signing in does not waive an ongoing service’s withdrawal right. A right relating to downloaded digital content is lost only if all applicable consent, acknowledgement and confirmation conditions are met. We do not assume that condition for every deployment licence.

Notify support@norbix.ai or use the online withdrawal function available for your qualifying contract. An unequivocal statement is sufficient; you do not have to use a particular form. We acknowledge receipt and apply the statutory refund period, normally 14 days after the withdrawal notice, with only lawful deductions. This is separate from stopping a future renewal. Applicable remedies for faulty digital content, services or licences remain available.

Valid statutory withdrawal ends the covered service under that right, normally when you notify us, rather than at the end of the paid period. If your backend trial successfully converted to a paid Managed Service subscription, Flex data follows the paid-backend exit route from the actual service-stop date. Required consumer content retrieval and other legal protections apply independently of cloud-switching rules and override an earlier cleanup deadline. You do not need to resubscribe or settle debts to exercise a qualifying retrieval right. See the Data Exit Policy.

You can use the model form below or send an equally clear statement in your own words. A paper signature is not required for an email notice.

Model withdrawal / cancellation form

Complete and return this form only if you wish to withdraw from or cancel the contract using a qualifying statutory cancellation right. Delete options that do not apply.

• To: UAB Isidos, J. Barkausko g. 23, LT-46488 Kaunas, Lithuania; support@norbix.ai.
• Notice: I/We hereby give notice that I/We withdraw from / cancel my/our contract of sale of the following goods / for the supply of the following service: __.
• Ordered on / received on: __.
• Name of consumer(s): __.
• Address of consumer(s): __.
• Signature of consumer(s), only if sent on paper: __.
• Date: __.

You may add your account or order identifier to help us find the contract. This form is separate from the ordinary account action to stop the next subscription renewal.

United States consumers and recurring billing

Recurring subscription terms must be clearly disclosed and accepted before charging. Online signup has an online cancellation route; we do not require a telephone retention call. We provide required renewal, annual and price-change notices, including applicable state-specific notices. Federal and state refund, unfair-practice and other non-waivable rights remain protected. These Terms do not impose mandatory arbitration or waive class-action rights.

Renewal and change notices

We send an annual subscription renewal reminder normally 30 days before renewal, stating the next term, amount or pricing basis, frequency and cancellation method. For annual deployment licences, which do not renew automatically, we send the expiry reminders described in section 4. We also give required recurring-plan reminders and any additional notices required for your location. The shorter trial reminder remains separate. New laws apply when they take effect; these Terms do not describe a future regime as already operative.

10. Changes and ending the relationship

We normally give at least 30 days’ advance notice of a material commercial change, with the effective date and how to decline renewal. We do not retroactively change a fixed paid period’s price. We obtain any consent and give any additional or differently timed notice required by law. An urgent legal or security change is limited to what is justified and communicated as soon as reasonably possible.

Stopping renewal, deleting a project and closing an account are separate actions. We explain the consequences before account or project deletion and honour applicable data-exit and legal holds. We may retain records required for accounting, legal claims or other lawful purposes; that does not mean retaining all operational content indefinitely. Applicable privacy and processing terms govern personal data.

11. Responsibility and liability

For business customers, to the extent law permits, each party’s aggregate liability arising from the affected service is limited to the Norbix fees paid or payable for that service during the 12 months before the event giving rise to the claim. Neither party is liable for indirect or consequential loss to the extent a lawful exclusion applies. A specific Enterprise agreement or data processing agreement may state different limits for its subject matter.

These limits do not exclude fraud, intentional misconduct, gross negligence, death or personal injury caused by negligence, or any liability that cannot lawfully be limited, including applicable mandatory data-protection liability. They do not remove payment obligations for valid charges. The business cap and loss exclusions do not apply to consumers. Consumer responsibility is determined under applicable law, including rights concerning foreseeable loss caused by our breach.

12. Law, disputes and contact

Lithuanian law governs the agreement, subject to mandatory protections that apply to you. Business disputes go to the competent courts of Lithuania unless an Enterprise agreement states otherwise. Consumers retain applicable rights to local law, competent home courts and available consumer dispute-resolution procedures. No choice of law or court here deprives you of mandatory protection.

Contact support@norbix.ai first to explain a dispute. That does not prevent urgent court relief, a regulator complaint or another mandatory remedy. Lithuanian consumer dispute information is available from VVTAT. Mandatory local protections apply in addition to these Terms.