For business customers (B2B)
Published · 4 September 2026
1. General provisions
1.1. These General Terms and Conditions (the Terms) govern the relationship between NORMALIC OÜ (registry code 17483468, address Spektri tn 6, Tartu 50411, Estonia, email indrek@normalic.com; Normalic or the Service Provider) and the company using the Service (the Customer) in connection with the use of the Normalic software platform (the Platform or the Service). Normalic and the Customer are jointly referred to as the Parties and individually as a Party.
1.2. The Terms apply together with the service agreement entered into between the Parties, including its specific terms and annexes such as the project plan, price list and data processing agreement where applicable (together, the Agreement). In the event of a conflict between the Terms and the Agreement, the provisions of the Agreement, including its annexes, prevail.
1.3. The Terms are intended for legal entities using the Service in the course of their business or professional activities. They do not apply to consumer contracts or create consumer rights.
1.4. By starting to use the Platform or signing the Agreement, the Customer confirms that it has read and accepted the Terms and that the person acting on its behalf is authorised to legally bind the Customer. For clarity, the Parties agree that only the specific terms of the Agreement need to be signed. These Terms are available on the Normalic website and, at the Customer’s request, by email.
2. Definitions
- Platform means Normalic’s cloud-based software solution for collecting, analysing and visualising production data, including related mobile and web applications.
- Production Data means data originating from the Customer’s production processes, such as machine data, downtime, productivity indicators, quality data and waste data, which the Customer submits or allows Normalic to collect through the Platform.
- User means an employee, representative or other natural person authorised by the Customer to access the Platform.
- Normalic Assistant means the Platform’s artificial-intelligence-based chatbot and recommendation system, which provides analyses and recommendations based on Production Data.
- Digital Twin means a digital model of the Customer’s production process used for optimisation and scenario testing where separately agreed between the Parties.
3. Description of the Service
3.1. Normalic provides the following services to the extent agreed in the Agreement:
- automatic analysis of Production Data and the creation and updating of production norms and rules;
- detection of deviations, trends and anomalies and related notifications, including by email, through the application and/or through other channels;
- use of the Normalic Assistant based on the Customer’s Production Data, to the extent agreed in the Agreement;
- creation and use of a Digital Twin where separately agreed between the Parties; and
- Platform support and ongoing maintenance, including bug fixes and standard version updates.
The full range of services may change over time. The services provided to each Customer depend on the package and price plan selected by that Customer and are specified in the specific terms of the Agreement.
3.2. The Service is delivered in stages—for example, establishing production norms and a baseline followed by continuous monitoring and notifications—in accordance with the stages, schedule and deliverables agreed in the project plan annexed to the Agreement.
3.3. Normalic continuously develops the Platform and may improve its functionality for the Customer’s benefit. Any new functionality that materially increases the Customer’s obligations or changes the essential nature of the Service will be agreed separately between the Parties.
3.4. Provision of the Service depends on the fulfilment of the prerequisites described in the Agreement and its annexes, such as implementing a data collection system, connecting to the cloud-based SaaS solution and agreed data connections, providing internet access, entering reasons for interruptions, and supplying sufficient historical data. Normalic is not responsible for delays caused by the Customer’s failure to fulfil these prerequisites.
4. Accounts and Users
4.1. Normalic provides the Customer and its Users with access to the Platform. The Customer appoints one or more contact persons to communicate with Normalic and manage Users on the Customer’s side.
4.2. The Customer is responsible for ensuring that its Users use the Platform in accordance with the Terms, the Agreement and applicable law, and keep their access credentials, including usernames and passwords, confidential.
4.3. The Customer must notify Normalic without delay if a User’s access should be suspended, for example following the end of employment, or if misuse of access is suspected.
5. Customer obligations
The Customer must:
- provide Normalic with timely access to the required data sources in the format and scope agreed in the Agreement, including the project plan;
- appoint contact persons responsible for communication with Normalic concerning the Service;
- support the integration of automated notification systems identified by Normalic into its production process;
- use the Platform and Normalic Assistant in good faith and in accordance with the Terms and applicable law, including not using the Platform for unlawful purposes;
- keep confidential Normalic’s methodologies, models, data processing systems and other know-how to which the Customer gains access while using the Service; and
- ensure that submitting Production Data to Normalic and processing it on the Platform does not infringe the rights of third parties, including the Customer’s employees. Where Production Data contains personal data, the data processing agreement annexed to the Agreement applies.
6. Fees and invoicing
6.1. The Customer pays Normalic the fees agreed in the Agreement, including the applicable price list. All prices exclude value added tax unless stated otherwise.
6.2. Invoices are issued as agreed in the Agreement, for example monthly in advance, and must be paid by the due date shown on the invoice. Unless otherwise agreed, payment is due within 30 calendar days of the invoice date.
6.3. In the event of late payment, Normalic may charge interest at 1.5% per month, unless a different rate is specified in the Agreement, on the outstanding amount for each commenced period of delay. Normalic may also recover reasonable costs caused by the delay.
6.4. Additional work requested by the Customer that falls outside the scope of the Service described in the Agreement—including additional development, functionality, consulting, training and integrations—must be agreed in advance in writing or by digital signature. The agreement must include the description, estimated scope, schedule and fee for the work.
6.5. Where the Platform or Normalic Assistant uses third-party artificial intelligence or large language model services, the monthly fee includes use of the Normalic Assistant up to the point where the actual cost of those third-party AI services does not exceed 50% of the Customer’s monthly fee (the Limit). Third-party AI service costs include all costs incurred by Normalic from using external AI or LLM services, including token usage, API requests, model inference, storage and equivalent usage-based charges. If the actual monthly cost of the Normalic Assistant exceeds the Limit specified in the Agreement or price list, Normalic may invoice the Customer separately for the reasonably incurred excess cost.
6.6. Normalic may change the price of the Service where this is caused by changes in third-party pricing, including AI or LLM service provider pricing, by giving the Customer the notice specified in the Agreement and in any event at least seven calendar days before the change takes effect.
7. Intellectual property and use of data
7.1. All Platform software, algorithms, artificial intelligence models, methodologies and other solutions created by Normalic, including improvements to them, belong to Normalic or its licensors. The Terms do not grant the Customer any rights to them other than the right of use described in clause 7.2.
7.2. For the term of the Agreement, the Customer receives a limited, non-exclusive and non-transferable right to use the Platform and the results it produces, including analyses, norms and notifications, solely for the Customer’s internal business purposes.
7.3. The Customer retains ownership of its Production Data. Normalic may process Production Data to provide the Service, including creating norms, analyses and recommendations for the Customer, to the extent agreed in the Agreement.
7.4. Normalic may use anonymised or aggregated Production Data—that is, data that cannot identify the Customer or any individual—to develop and improve its models, algorithms and services, including the training of general artificial intelligence models, without separate consent from the Customer.
7.5. Production Data may be used in a form that is not anonymised or aggregated, including submitting identifiable data to publicly available third-party LLMs for training outside the context of providing the Service, only with the Customer’s separate, explicit written consent.
7.6. Where Production Data contains personal data, such as performance data relating to a specific operator, its processing is additionally governed by the data processing agreement entered into between the Parties and the Privacy Policy.
8. Confidentiality
8.1. Each Party must keep confidential all non-public information concerning the other Party that becomes known to it while performing the Agreement (Confidential Information) and use such information solely for the purpose of performing the Agreement.
8.2. The confidentiality obligation applies during the term of the Agreement and for three years after its termination, unless otherwise agreed in the Agreement.
8.3. The confidentiality obligation does not apply to information that is publicly available, must be disclosed under applicable law or by a competent authority, or was independently developed by a Party without using the other Party’s Confidential Information.
9. Limitation of liability
9.1. Normalic is not responsible for the Customer’s business decisions based on the Service, Platform analyses, Normalic Assistant recommendations or other artificial-intelligence-based outputs. Service outputs are provided as decision support and do not replace the Customer’s own business judgement.
9.2. Normalic does not guarantee that artificial-intelligence-based recommendations, forecasts or analyses are completely correct, accurate or suitable for a particular business decision.
9.3. Normalic’s total liability under the Agreement, including non-contractual liability connected with providing the Service, is limited to the fees paid by the Customer to Normalic during the preceding six months, unless applicable law provides otherwise, including where liability cannot be limited in cases of intent or gross negligence.
9.4. Nothing in this clause limits either Party’s liability where such limitation is prohibited by applicable law, including liability arising from intent, gross negligence or personal injury.
10. Data protection
10.1. The processing of personal data in connection with the Service is governed by Normalic’s Privacy Policy and, where required, a separate data processing agreement between the Parties where Normalic processes personal data on the Customer’s behalf as a processor.
10.2. Where Production Data submitted by the Customer contains information identifying natural persons, such as operators, the Customer is responsible for ensuring that it has a valid legal basis for submitting the data to Normalic. This may include a basis in an employment agreement, collective agreement or law and, where necessary, informing the employees concerned.
11. Term and termination
11.1. The Agreement remains in force for the term specified in it and continues for an indefinite period unless otherwise agreed or unless either Party gives notice of termination within the notice period specified in the Agreement.
11.2. Either Party may terminate the Agreement for cause if the other Party commits a material breach and fails to remedy it within a reasonable period after receiving written notice.
11.3. Termination does not affect provisions which by their nature are intended to survive termination, including confidentiality, intellectual property and limitation of liability provisions.
11.4. When the Agreement ends, the Customer’s right to use the Platform ends. By agreement between the Parties, Normalic may allow the Customer to export its Production Data within a reasonable period following termination.
12. Changes to the Terms
12.1. Normalic may amend the Terms unilaterally by giving the Customer reasonable advance notice of at least seven days. If the Customer continues to use the Platform after the amendments take effect, the Customer is deemed to have accepted them.
12.2. If an amendment materially adversely affects the Customer’s interests, the Customer may terminate the Agreement for cause before the amendment takes effect.
13. Final provisions
13.1. The Terms and the Agreement are governed by the laws of the Republic of Estonia.
13.2. The Parties will first seek to resolve disputes through negotiation. If no agreement is reached, the dispute will be resolved by Tartu County Court in Estonia.
13.3. If any provision of the Terms is found to be invalid, the remaining provisions remain in effect. The invalid provision will be replaced by a legally valid provision that most closely reflects its intended purpose.
13.4. If you have questions, contact info@normalic.com.