Terms & Conditions

1. Scope and acceptance

These Terms and Conditions govern Sensando's engineering services (hardware, firmware, networks and custom software) and its platforms (CoreVisor, Fitinfra), as described in each proposal, solution plan or subscription agreement.

By contracting, accessing or using our services, you ("the Customer") agree to be legally bound by these Terms. If you do not agree, do not use the service.

2. Service description

Sensando designs and builds connected physical-digital technology from silicon to cloud: custom electronics, industrial firmware, networks and AI platforms. Our platforms act as the software bridge between your existing infrastructure — cameras (Hikvision and any RTSP/ONVIF stream), GPS devices (Teltonika via Flespi), biometric terminals (ZKTeco and compatible) and gates — and your operation, automating detection, dispatch, access and response workflows.

3. Customer obligations

To ensure correct operation, the Customer agrees to:

• Maintain a stable internet connection and uninterrupted power supply at its facilities (not required for air-gapped on-premise deployments).
• Operate computing equipment, cameras and access hardware that meet the minimum compatibility requirements published by Sensando.
• Be solely responsible for the quality, legality and accuracy of the data entered into the platform, and for holding the authorizations required by law to operate video surveillance, biometrics and communications in its jurisdiction.
• Not resell, clone, sublicense or reverse-engineer the Sensando software, algorithms or interface designs.

4. Fees, billing and service suspension

• Custom projects. Billed against the milestones defined in the solution plan.
• Cloud platforms. Billed per device, per month, prepaid.
• On-premise. Annual volume license with maintenance and tactical support, per the service order.
• Setup. Initial activation and data-migration fees are non-refundable unless the refund policy expressly applies.
• Suspension for non-payment. If payment is more than 3 calendar days late, Sensando may pause cloud synchronization and alerting. The Customer is solely responsible for the operational consequences of such suspension.

5. License and intellectual property

The Customer owns the deliverables of a custom project after full payment. The Sensando platforms, their source code, interface design (UI/UX), AI agent logic, algorithms and logos are the exclusive property of Sensando.

A temporary, non-exclusive, non-transferable and revocable license is granted to use the software solely during the term of the subscription, license or services agreement.

6. Third-party data handling

The Customer acts as the legal responsible party for the data of the people served by its operation (employees, officers, members, citizens). Sensando acts solely as data processor, storing and processing information — including photographs, biometrics, plates and call recordings — following the system's instructions to enable security and access control.

The Customer must have its own privacy notice available to its users and data subjects, in accordance with the Sensando Privacy Policy and applicable law.

7. Hardware, network and limitation of liability

Sensando uses edge processing where available to mitigate network failures; nevertheless, our liability has strict limits. Sensando will not be responsible for:

• Third-party hardware failures. Mechanical, electrical or sensor faults in cameras, GPS devices, biometric terminals or gates owned by the Customer.
• Internet provider interruptions. If an ISP outage exceeds the capacity of local edge cache or prevents real-time synchronization.
• Physical security. Sensando is a logical detection and validation system. We are not responsible if a person evades physical barriers, if equipment is intentionally damaged, or for events outside camera or sensor coverage.
• Third-party service suspensions. Where the official Meta WhatsApp API is used, Sensando is not responsible if Meta blocks the Customer's number for violating Meta's commercial policies.
• AI decision support. Our agents detect, qualify and recommend. Final operational decisions — and the actions executed on the ground — remain with the human chain of command. AI outputs are decision support, not a substitute for authorized judgment.

To the maximum extent permitted by law, Sensando is not liable for indirect, incidental or consequential damages, including lost profits or lost data. Aggregate liability for any claim is limited to the fees paid by the Customer in the twelve (12) months preceding the claim.

8. Acceptable use

The Customer agrees not to use our platforms for unlawful surveillance or any activity that violates applicable data-protection and public-safety regulations in its jurisdiction.

9. Term and cancellation

• No forced terms. Unless otherwise agreed in writing, cloud services are contracted month to month.
• Cancellation. The Customer may cancel at any time by notifying at least 5 calendar days before the next billing date, writing to hello@sensando.io.
• Data export. Upon cancellation, the Customer has 7 calendar days to download its data (logs, records and configuration). After that period, Sensando will permanently destroy the data, subject to custody-chain and evidence-retention obligations.

10. Confidentiality and custody

NDA and data-confidentiality protocols are available before any technical session. Audit logs are append-only (immutable) and retained per your service agreement and applicable custody-chain regulations.

11. Governing law and contact

For the interpretation, compliance and enforcement of these Terms, the parties submit to the laws of the United Mexican States and to the competent courts in the city of Mérida, Yucatán, expressly waiving any other jurisdiction that may correspond to them.

Questions about these terms: hello@sensando.io.