Terms of Service

01About these terms

These terms apply between you/your company and Citrus Consult ApS, company reg. no. (CVR) 46467981, which operates the Sanddo / Sanddo.ai service (“Sanddo”). By using the website or the service you accept these terms.

Use of the AI support service itself (subscription) is also governed by a separate customer agreement and a Data Processing Agreement (DPA). In case of conflict, the separate customer agreement prevails over these terms.

02The service

Sanddo is a tool for secure automation of customer service over email. It reads support enquiries, looks up relevant order and return data and suggests draft replies. The service is built around human oversight: the customer controls which categories can be sent automatically and which require approval.

Descriptions of features, integrations, pricing and results on the website are indicative and may change. Actual functionality depends on the customer's setup, access, APIs and data quality.

03AI-generated content

The service uses artificial intelligence (large language models). This entails some important points to be aware of:

• AI can be wrong. Draft replies may contain inaccuracies. Drafts are suggestions, not final decisions, and should be checked — especially in sensitive cases.
• The customer is the sender. The customer is responsible for content sent to its own end customers from the customer's account, including ensuring appropriate oversight of sensitive categories.
• Not professional advice. The service does not provide legal, financial or other professional advice.
• Transparency. Sanddo supports use that complies with the transparency requirements of the EU AI Act (Regulation (EU) 2024/1689), e.g. by enabling end users to be informed that they are interacting with or receiving AI-assisted content where relevant.

04Customer obligations

As a user/customer you undertake to:

• use the service lawfully and in accordance with these terms and the customer agreement,
• have the necessary basis to process your end customers' personal data and comply with the GDPR,
• maintain the agreed human oversight and only enable automatic sending in categories you understand and can stand behind,
• not use the service for prohibited AI practices under Article 5 of the AI Act or for misleading, unlawful or harmful content,
• keep access, keys and credentials confidential.

05Acceptable use

You must not misuse the website or service, including attempting unauthorised access, systematic collection (scraping) beyond normal use, disrupting operations, circumventing security measures or using the service for unlawful purposes.

06Intellectual property

Design, text, graphics, software and brand elements in Sanddo belong to Citrus Consult ApS or relevant rights holders. You receive a non-exclusive, non-transferable right to use the service during the term of the agreement. Content you provide (e.g. your support data) remains yours.

07Pricing and payment

Specific pricing and payment terms for subscriptions are set out in the concluded agreement or order confirmation. Prices on the website are indicative and exclusive of VAT unless stated otherwise. A demo booking is not a binding purchase agreement.

08Limitation of liability

The website and service are provided “as is”. We strive for accurate information and stable operation but do not guarantee that the service is always error-free or uninterrupted.

To the extent permitted by law, Sanddo is not liable for indirect losses, including loss of operation, profit, data or goodwill. Sanddo's total liability is limited to the total amount paid for the service in the 12 months preceding the event giving rise to the claim. These limitations do not apply to liability that cannot be excluded under Danish law, e.g. for intent or gross negligence.

09Data protection

We process personal data as described in the privacy policy. When Sanddo processes personal data on the customer's behalf, this is governed by the security and data processing agreement between the parties.

10Termination

The subscription term and termination follow the separate customer agreement. We may restrict or close access in case of material breach or misuse. On termination, the customer can request export or deletion of data under the agreement and applicable law.

11Governing law

These terms are governed by Danish law. Disputes are sought resolved amicably; failing that, they are decided by the court in the jurisdiction where Citrus Consult ApS has its registered office. Mandatory consumer protection rules are not affected.

12Changes and contact

We may update these terms. The current version is always here with an update date. Questions go to hello@sanddo.ai.