These terms govern professional use of Screendesk between SCREENDESK SAS, registered in France under SIREN 920 766 383, with its registered office at 7 allée du Long, 26500 Bourg-lès-Valence, France ("Screendesk", "we"), and the organization or professional using the service ("Customer", "you"). Contact: support@screendesk.io.
The person accepting an Order or creating a workspace for you must have authority to bind you. Screendesk is offered for business use. Sending a recording or joining a customer's call does not make a participant responsible for that customer's subscription fees.
1. Your agreement with us
The agreement includes your accepted order or checkout ("Order"), these Terms, the Data Processing Addendum ("DPA"), the Acceptable Use Policy, the AI Terms where applicable, and the Service Level Agreement ("SLA") for paid subscriptions.
A separately signed customer agreement, including a signed Order, DPA or SLA, takes priority over the website documents on the same subject. Order-specific subscription details prevail over these standard Terms. Subject to that rule, the DPA governs personal-data processing, the SLA governs availability credits, and the AI Terms govern AI-specific use. Mandatory law and applicable standard contractual clauses prevail in all cases. Purchase-order boilerplate does not add terms unless we agree in writing.
Our Privacy Policy explains processing for which we are a controller; it grants no additional rights over Customer Data. Plain-language summaries aid navigation and do not amend the contractual text.
2. The service and your workspace
Screendesk provides screen and video recordings, screenshots, video libraries, live calls and screen sharing, issue reports, technical diagnostics, transcription, AI assistance, and connected workflows. Features, allowances, support and storage options depend on your Order, plan and configuration. Our APIs, browser extension and embedded recorder are included where made available to you.
We give you a non-exclusive right to use the service during your subscription for your business activities, including communicating with customers and sharing content through supported features. You may authorize team members and contractors ("Users") to access your workspace. Protect credentials, assign appropriate permissions, and promptly report suspected unauthorized access. You are responsible for Users' conduct within your control; this does not excuse our security obligations.
We may improve the service, but will not materially reduce core purchased functionality during a paid term without offering a reasonably equivalent alternative or allowing termination of the affected service with a proportionate refund of unused prepaid fees. Roadmap statements are not commitments unless included in a signed agreement.
3. Recording, consent and sharing
"Customer Data" includes recordings, audio, screenshots, transcripts, reports, diagnostics, comments, imported knowledge, integration data and AI inputs and outputs submitted to or processed through your workspace on your behalf.
You decide what to capture, whom to invite and what to share. You must have the necessary rights and lawful basis, give appropriate notices, and obtain any consent required for recording, transcription, screen sharing, diagnostics or AI processing. This includes employees, customers, call participants and people whose information appears on screen. A browser permission prompt alone may not meet these duties.
Avoid capturing passwords, payment credentials and unnecessary personal information. Do not intentionally submit special-category personal data, criminal-offence data, regulated health records or full payment-card data unless we have agreed in writing to the required safeguards. Incidental sensitive data remains protected by the DPA; this restriction does not remove our obligations for data received.
Review access settings before sharing links, public videos, embeds or integration outputs. Recipients may retain copies you permit them to download. Covert surveillance and unlawful monitoring are prohibited. See the Acceptable Use Policy for the remaining restrictions.
4. Ownership and permitted processing
You retain your rights in Customer Data. You grant us only the rights needed to host, transmit, reproduce, process and display it to deliver, secure, maintain and support your selected service, follow your documented instructions and comply with law. Those rights end when the data is deleted, subject to lawful retention under the DPA.
We retain rights in Screendesk, its software and documentation. We may use voluntarily supplied product suggestions without acquiring rights in your confidential information or Customer Data. We may use genuinely anonymous service statistics that do not identify or permit re-identification of a person or customer. We do not sell Customer Data or use it for advertising. The AI Terms describe restrictions on model training.
Using your name or logo as a customer reference requires your prior permission, which you may withdraw for future use.
5. Privacy and security
We process personal data on your behalf under the DPA and maintain the Security Measures. We remain responsible for our subprocessors' performance of their data-protection obligations. You remain responsible for lawful instructions and the permissions, sharing settings and integrations you control.
A media-storage region is not a promise that every service operation, support interaction or subprocessor stays in that region. Specific residency commitments must be stated in your Order or DPA. Security information and controlled-access documents are available through our Trust Center.
6. Mutual confidentiality
Each party will protect the other's non-public information identified as confidential or reasonably understood to be confidential, including Customer Data and non-public security information. The recipient will use it only to perform the agreement or exercise its rights, protect it with reasonable care, and disclose it only to people who need it and are bound by confidentiality duties. Each party is responsible for those recipients.
These duties exclude information independently developed, lawfully received without restrictions, already lawfully known, or made public without breach. Legally required disclosure is permitted only to the extent required; where lawful, give advance notice and reasonable assistance to seek protection. Confidentiality continues for five years after termination, and for personal data and trade secrets as long as their nature or law requires.
7. Fees, renewal and cancellation
Your Order states price, currency, billing frequency, term and limits. Monthly billing does not create an annual commitment unless your Order expressly says so. Taxes are additional where applicable, except taxes on our income. Invoices are payable within 30 days unless your Order or checkout states otherwise.
Subscriptions renew for the same duration unless your Order says otherwise. Cancel renewal through available billing controls or by emailing support before the renewal date. Cancellation takes effect at the end of the paid term. We give at least 30 days' notice of a renewal price increase; later notice defers the increase to the following renewal. Additional usage charges must follow your Order or an accepted upgrade.
Tell us promptly about a disputed bill. We will investigate in good faith and will not suspend for an amount reasonably disputed while you cooperate and pay undisputed amounts. Where French commercial payment rules apply, late payment bears interest from the day after the due date, without a reminder, at the European Central Bank refinancing rate applicable on 1 January or 1 July for the relevant half-year plus 10 percentage points, and a fixed €40 recovery indemnity per overdue invoice. Reasonable additional recovery costs may be claimed with supporting evidence where law permits. No early-payment discount applies unless agreed in the Order. Before suspension for non-payment, we will give at least 15 days' written notice and an opportunity to pay.
Fees are otherwise non-refundable for cancellation for convenience. This does not limit refunds under these Terms, the SLA, your signed agreement or mandatory law. A trial converts to paid service only as disclosed and accepted when you enroll or place an Order.
8. Reliability, support and warranties
We will provide the service with reasonable skill and care and ensure it materially performs as described in the applicable documentation. Paid subscriptions include the 99.9% monthly availability commitment, credits and persistent-failure remedies in the SLA. Report problems to support with enough detail to investigate.
If a material failure to meet this warranty remains unremedied 30 days after written notice, you may terminate the affected service and receive a proportionate refund of unused prepaid fees. The SLA's specific remedies apply to availability shortfalls alone. A separate breach of confidentiality, data protection or another obligation remains subject to these Terms.
We do not promise uninterrupted or entirely error-free operation, particular commercial results, or correct AI output. Except for our express commitments and rights that cannot lawfully be excluded, no other warranty applies. Free and clearly labeled beta features are for evaluation without an availability commitment; confidentiality and data-protection obligations still apply.
9. Integrations and AI
You control integrations and destinations you connect. Independent third-party services are governed by your agreements with them. We remain responsible for our integration code and providers engaged to perform our service. We are not responsible for independent changes to a customer-selected third-party product, but will reasonably cooperate if a change disrupts a supported integration.
Review generated transcripts, summaries, answers, code and suggested actions before relying on or sharing them. You control whether to authorize automations that publish or act on outputs. AI processing remains subject to the DPA and AI Terms.
10. Suspension, termination and export
Either party may terminate for a material breach not remedied within 30 days of written notice. We may suspend where reasonably necessary to address an actual security threat, unlawful activity, material misuse, non-payment under section 7 or a legal requirement. We will limit suspension to affected users or functions where practical, explain it where lawful, allow a remedy when feasible, and restore access promptly once resolved. Urgent protection may require action before notice.
If you terminate for our uncured material breach, or we discontinue a paid service during its term without your breach, we refund unused prepaid fees for the affected period. If we terminate for your uncured material breach, accrued fees remain due; future fees are not accelerated unless your signed Order expressly says so. Neither party may recover twice for the same loss.
You may request export during the term and for 30 days after termination, unless you request earlier deletion or law prevents access. We may provide export assistance instead of workspace access for security reasons. Deletion and return follow the DPA. Cancelling renewal is different from deleting a workspace: keep copies you need before requesting deletion. Provisions intended to survive, including accrued fees, confidentiality, ownership, liability and disputes, survive termination.
11. Third-party claims
For paid subscriptions, we will defend you against a third-party claim that the service as supplied by us and used as permitted infringes intellectual-property rights, and pay court-awarded damages and settlements we approve. This excludes claims caused by Customer Data, unauthorized modifications, or combinations we did not supply where the claim would not otherwise arise. We may obtain continued rights or provide a materially equivalent non-infringing solution. If neither is reasonably available, we may terminate the affected service and refund unused prepaid fees.
You will defend us against third-party claims that Customer Data infringes rights or that your unlawful recording or intentional misuse violates another person's rights, and pay court-awarded damages and settlements you approve. Your obligation does not cover a claim to the extent caused by our breach or misconduct.
The protected party must give prompt notice, allow the defending party to manage the defense, and reasonably assist at its expense. Late notice relieves an obligation only to the extent it materially prejudices the defense. A settlement imposing an admission, payment or non-monetary obligation on the protected party needs its consent, not unreasonably withheld. These obligations are subject to section 12.
12. Limits on liability
Ordinary claims: each party's aggregate liability under the agreement is limited to the fees paid or payable for the affected service in the 12 months before the first event giving rise to the claim. With less than 12 months of history, use the fees paid or payable for the first 12 months at the agreed subscription rate, without creating a longer payment commitment. For wholly free service, the cap is €100.
Confidentiality, data protection and indemnities: liability for breaches of section 6, the DPA or section 11 is limited to twice that fee amount. Ordinary claims remain subject to the ordinary cap; all capped claims together cannot exceed the higher cap. Related events are one claim; caps do not multiply by user or incident.
Neither party is liable for indirect or consequential losses, lost profits or lost business opportunities. Reasonable restoration costs and legally required breach investigation or notification costs directly caused by a party's breach are not excluded merely because they relate to data loss; the applicable cap still applies. Third-party amounts owed under section 11 are not excluded as indirect loss.
Nothing limits liability that cannot lawfully be limited, including fraud, intentional misconduct, gross negligence, or death or personal injury where limitation is prohibited. Properly due subscription fees and express refund or credit obligations are not damages subject to the caps. No limit removes a data subject's statutory or standard contractual clause rights, or deprives an essential obligation of its substance.
13. Changes and general provisions
We give at least 30 days' notice of material changes to standard contractual documents. Changes materially reducing your rights or increasing your obligations apply at your next renewal, unless expressly accepted sooner or legally required earlier. If a legally required change materially disadvantages you during a paid term, you may terminate before it takes effect with a proportionate refund of unused prepaid fees. Website updates do not replace a signed agreement without its agreed amendment process.
Neither party is liable for delay caused by an event beyond reasonable control that it could not reasonably prevent or mitigate. Notify the other party and take reasonable mitigation steps. This does not excuse security or continuity obligations, fees for service already provided or remedies expressly preserved by the SLA. After 30 consecutive days preventing essential service, either party may terminate the affected service; we refund the unused prepaid period.
Assignment requires the other's reasonable consent, except in a merger, reorganization or sale of substantially all relevant assets where the successor assumes the obligations and protections are not materially reduced. The parties are independent contractors. Invalid provisions are limited only as necessary, leaving the remainder effective. Failure to enforce a right is not a waiver.
Formal notices may be emailed to support@screendesk.io and your current workspace billing or administrative contact. Notices take effect on receipt; an automated delivery failure does not count as receipt.
14. French law and disputes
French law governs, excluding conflict-of-law rules. First try in good faith to resolve a written dispute through business contacts for 30 days; urgent protective relief may be sought sooner. For disputes between parties acting as merchants, the competent courts within the jurisdiction of Screendesk's registered office have exclusive jurisdiction, subject to mandatory law, the standard contractual clauses and any separately signed agreement. Where this jurisdiction clause cannot legally apply, the otherwise competent courts retain jurisdiction.