Terms of Service

Last updated on 11/10/2025

1. Definitions and Interpretation

"Service" refers to the FRANK AI-powered insurance advisory platform, including all software, applications, APIs, and related services provided by FRANK ("we", "us" or "our").

"User" , "Customer" , or "you" refers to insurance brokers, agents, agencies, or networks who subscribe to and use our Service.

"End Customer" refers to insurance clients served by our Users through the Service.

"Personal Data" has the meaning set out in the General Data Protection Regulation (EU) 2016/679 ("GDPR").

2. Acceptance of Terms

By accessing or using the Service, you represent and warrant that: (a) you have the legal capacity and authority to enter into these Terms; (b) you are a licensed insurance broker or authorized representative; (c) you will comply with all applicable laws, regulations, and professional standards governing insurance brokerage in your jurisdiction; and (d) all information provided during registration is accurate, complete, and current.

If you are accepting these Terms on behalf of an organization, you represent and warrant that you have authority to bind that organization to these Terms.

3. Service Description and Scope

FRANK provides an AI-powered platform designed to assist insurance brokers in: (a) automating quotation processes; (b) managing documentation and policy administration; (c) analyzing insurance contracts and comparing coverage; (d) providing 24/7 assistance to End Customers; (e) managing client communications and requests; and (f) integrating with existing systems and databases.

The Service is provided as a software-as-a-service (SaaS) solution. We reserve the right to modify, update, or discontinue Service features with reasonable notice to Users, except in cases of emergency maintenance or regulatory requirements.

4. User Obligations and Responsibilities

4.1 Professional Standards

You must: (a) maintain all necessary licenses, permits, and authorizations to operate as an insurance broker in your jurisdiction; (b) comply with all applicable insurance laws, regulations, and professional codes of conduct; (c) ensure that any advice, recommendations, or services provided to End Customers through the Service comply with professional standards and regulatory requirements; (d) maintain adequate professional liability insurance; and (e) not use the Service for unlawful or fraudulent purposes.

4.2 Data Accuracy and Security

You are responsible for: (a) the accuracy, quality, and legality of all data you input or process through the Service; (b) obtaining all necessary consents from End Customers for data processing; (c) implementing appropriate security measures for your account credentials; (d) promptly notifying us of any unauthorized access or security breaches; and (e) ensuring compliance with data protection laws, including GDPR, in your use of the Service.

4.3 Prohibited Activities

You must not: (a) reverse engineer, decompile, or attempt to extract source code from the Service; (b) use the Service to process data in violation of applicable laws or third-party rights; (c) interfere with or disrupt the integrity or performance of the Service; (d) attempt to gain unauthorized access to our systems or networks; (e) use the Service to compete with us or develop competing products; (f) sublicense, resell, or transfer your Service rights without our prior written consent; or (g) remove, alter, or obscure any proprietary notices from the Service.

5. Data Processing and GDPR Compliance

5.1 Data Processing Agreement

When you process Personal Data of End Customers using the Service, you are the Data Controller and we act as a Data Processor. We process Personal Data only in accordance with your documented instructions, our Privacy Policy, and applicable data protection laws. A comprehensive Data Processing Agreement (DPA) is incorporated into these Terms and available upon request.

5.2 Data Subject Rights

We will reasonably assist you in fulfilling your obligations to respond to data subject requests exercising their rights under GDPR, including rights of access, rectification, erasure, data portability, and objection to processing.

5.3 Data Security

We implement appropriate technical and organizational measures to ensure a level of security appropriate to the risk, including encryption, access controls, regular security assessments, and incident response procedures. We maintain ISO 27001 certification and comply with industry security standards.

5.4 Data Protection Officer

For all data protection matters, including DPA requests, data subject rights assistance, or GDPR compliance questions, contact our Data Protection Officer at dpo@meet-frank.com .

6. Service Level Agreement

We commit to the following service levels based on your subscription plan: (a) START Plan: 99.5% availability, 72-hour response time for support requests; (b) PLUS Plan: 99.7% availability, 48-hour response time; (c) ENTERPRISE Plan: 99.9% availability, 24-hour response time. Availability is calculated monthly, excluding scheduled maintenance (announced with at least 48 hours notice) and force majeure events.

Service credits may be available for failure to meet these SLAs, as detailed in our SLA Policy available in your account dashboard.

7. Subscription, Payment, and Renewal

7.1 Subscription Terms

Subscriptions are available in monthly or annual billing cycles. All plans include a 7-day free trial period. After the trial, your payment method will be automatically charged unless you cancel before the trial ends.

7.2 Fees and Payment

You agree to pay all fees according to your selected plan. Fees are: (a) charged in advance for each billing cycle; (b) non-refundable except as required by law or expressly stated in these Terms; (c) exclusive of all taxes, for which you are responsible; and (d) subject to change with 30 days notice. Late payments may result in service suspension and interest charges at 1.5% per month or the maximum permitted by law.

7.3 Automatic Renewal

Subscriptions automatically renew at the end of each billing cycle unless you cancel at least 48 hours before renewal. You may cancel through your account settings or by contacting support at info@meet-frank.com.

8. Intellectual Property Rights

8.1 Our Rights

We retain all right, title, and interest in and to: (a) the Service and all related software, technology, and documentation; (b) all improvements, enhancements, and derivative works; (c) our trademarks, service marks, trade names, and branding; and (d) all intellectual property rights in the foregoing. These Terms do not grant you any ownership rights in the Service.

8.2 Your Rights

You retain all rights to your data and content. By using the Service, you grant us a limited, non-exclusive license to use, store, and process your data solely to provide the Service and as described in our Privacy Policy.

8.3 Feedback

If you provide suggestions, ideas, or feedback about the Service, we may use that feedback without obligation or compensation to you, and you assign all rights in such feedback to us.

9. Confidentiality

Each party agrees to: (a) maintain the confidentiality of all Confidential Information received from the other party; (b) use Confidential Information only for the purposes of these Terms; (c) limit disclosure to employees and contractors with a need to know; and (d) protect Confidential Information with the same degree of care used for its own confidential information, but no less than reasonable care. Confidential Information does not include information that: (i) is publicly available without breach of these Terms; (ii) was legitimately known prior to disclosure; (iii) is independently developed; or (iv) is required to be disclosed by law or regulatory authority.

10. Regulatory Compliance

You acknowledge that the insurance industry is highly regulated and agree to: (a) comply with all applicable laws, including but not limited to insurance regulations, data protection laws (GDPR), anti-money laundering (AML) regulations, and consumer protection laws; (b) obtain and maintain all necessary regulatory approvals and licenses; (c) ensure that your use of the Service complies with the rules of any regulatory bodies governing your activities; (d) promptly notify us of any regulatory investigations or actions involving your use of the Service; and (e) cooperate with our compliance requirements and audits.

We reserve the right to suspend or terminate your access if we reasonably believe your use of the Service violates any regulatory requirements.

11. Warranties and Disclaimers

11.1 Our Warranties

We warrant that: (a) we have the right to provide the Service; (b) the Service will materially conform to its documentation; and (c) we will provide the Service using reasonable skill and care in accordance with industry standards.

11.2 Disclaimer

EXCEPT AS EXPRESSLY PROVIDED IN THESE TERMS, THE SERVICE IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE. WE SPECIFICALLY DISCLAIM ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

We do not warrant that: (a) the Service will be uninterrupted, secure, or error-free; (b) results obtained from the Service will be accurate or reliable; (c) AI-generated results will always be correct or suitable for your purposes; or (d) defects will be corrected. You acknowledge that AI systems may produce unexpected or erroneous results and agree to exercise professional judgment when relying on any Service outputs.

12. Limitation of Liability

12.1 Liability Cap

TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL AGGREGATE LIABILITY ARISING FROM OR RELATED TO THESE TERMS SHALL NOT EXCEED THE AMOUNTS PAID BY YOU TO US IN THE 12 MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY.

12.2 Exclusion of Consequential Damages

IN NO EVENT SHALL WE BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST REVENUE, LOST DATA, BUSINESS INTERRUPTION, OR LOSS OF GOODWILL, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

12.3 Exceptions

Nothing in these Terms limits liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; (c) gross negligence or willful misconduct; or (d) any liability that cannot be excluded or limited under applicable law.

13. Indemnification

You agree to indemnify, defend, and hold harmless FRANK, its affiliates, and their respective directors, officers, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising from or related to: (a) your use of the Service; (b) your breach of these Terms; (c) your violation of any law or regulation; (d) your violation of any third-party rights, including End Customer rights; (e) any advice, recommendations, or services you provide to End Customers; or (f) any claim that your data infringes or violates third-party rights.

14. Term and Termination

14.1 Term

These Terms begin when you first access the Service and continue until terminated in accordance with this section.

14.2 Termination by You

You may terminate these Terms at any time by: (a) canceling your subscription through your account settings; (b) providing written notice to info@meet-frank.com; and (c) ceasing all use of the Service. Termination will be effective at the end of your current billing cycle.

14.3 Termination by Us

We may terminate or suspend your access immediately if: (a) you breach these Terms; (b) you engage in illegal, fraudulent, or harmful activities; (c) required by law or regulatory authority; (d) you fail to pay fees when due; or (e) your use of the Service poses a security risk. We may also terminate with 30 days notice for convenience.

14.4 Effect of Termination

Upon termination: (a) your right to access the Service ceases immediately; (b) we will stop processing your data except as required by law; (c) you remain liable for all fees incurred prior to termination; (d) you may request export of your data within 30 days (after which it may be deleted); and (e) Sections 5, 8, 9, 11, 12, 13, 15, and 16 survive termination.

15. Dispute Resolution

15.1 Negotiation

In the event of any dispute, claim, or controversy arising from or related to these Terms, the parties will first attempt to resolve the matter through good faith negotiations for a period of 30 days.

15.2 Arbitration

If negotiations fail, any dispute shall be finally resolved by arbitration administered by the Arbitration and Mediation Center of the Portuguese Chamber of Commerce and Industry, in accordance with its rules. The arbitration shall be conducted in Lisbon, Portugal, in the English or Portuguese language. The arbitral tribunal shall consist of three arbitrators. Each party shall bear its own costs and expenses, and the parties shall share equally the fees and expenses of the arbitral tribunal.

15.3 Exceptions

Notwithstanding the above, either party may: (a) seek injunctive relief or other equitable relief in any court of competent jurisdiction; (b) bring claims in small claims court if qualified; or (c) report potential criminal activity to appropriate authorities.

16. General Provisions

16.1 Governing Law

These Terms are governed by and construed in accordance with the laws of Portugal, without regard to its conflict of law principles. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

16.2 Modifications

We may modify these Terms by: (a) posting the revised Terms on our website; (b) updating the "Last updated" date; and (c) providing notice through the Service or to your registered email for material changes. Your continued use of the Service after the effective date constitutes acceptance of the modified Terms. If you do not agree with the modifications, you must discontinue use of the Service.

16.3 Entire Agreement

These Terms, together with our Privacy Policy and any supplemental agreements or policies referenced herein, constitute the entire agreement between you and FRANK regarding the Service and supersede all prior agreements and understandings.

16.4 Assignment

You may not assign or transfer these Terms or any rights hereunder without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets. Any attempted assignment in violation of this section is void.

16.5 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect. The invalid provision will be modified to the minimum extent necessary to make it valid and enforceable.

16.6 Waiver

No waiver of any provision of these Terms shall be deemed a further or continuing waiver of such provision or any other provision. Our failure to enforce any right or provision shall not constitute a waiver of such right or provision.

16.7 Force Majeure

Neither party shall be liable for any failure or delay in performance due to circumstances beyond its reasonable control, including acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, strikes, or shortage of transportation, facilities, fuel, energy, labor, or materials.

16.8 Notices

All notices must be in writing and sent to: (a) for Users: to the email address associated with your account; (b) for FRANK: to info@meet-frank.com. Notices are deemed delivered when received or, if by email, 24 hours after sending.

16.9 Relationship of Parties

You and FRANK are independent contractors. These Terms do not create a partnership, franchise, joint venture, agency, fiduciary, or employment relationship between the parties.

16.10 Third-Party Beneficiaries

These Terms are for the sole benefit of you and FRANK and do not confer any third-party beneficiary rights.

17. Contact Information

For questions about these Terms, contact us at: Email: info@meet-frank.com Address: FRANK - AI Insurance Solutions, Portugal