Terms and conditions

Tolar.app B.V. · Version November 2026

Article 1 Definitions

In these terms and conditions, the following terms have the following meanings:

Tolar / Tolar.app B.V.: the private limited company Tolar.app B.V., having its registered office in Monster at Vlotlaan 554 (2681 TX), the Netherlands, Chamber of Commerce (KVK) number 42198387, the user of these terms and conditions;
Website: the website tolar.app;
Platform: the web application app.tolar.app through which the Service is provided to the Customer;
Service: the use, offered by Tolar via the Platform, of the AI-powered troubleshooting and knowledge assistant, the Community, the Company Channels, team management and other functionalities that Tolar makes available via the Platform from time to time;
Products: all products and services that Tolar offers or will offer, including the Website, the Platform, the Service, the knowledge base and the underlying AI models;
Agreement: the agreement between Tolar and the Customer under which the Service is provided, of which these terms and conditions form an integral part;
Admin: the natural person designated on behalf of the Customer as administrator of the Subscription and the Users covered by it, who may also be a User;
Customer: the legal entity or natural person, acting in the course of a profession or business, who enters into an Agreement with Tolar and is represented by one or more Admins and/or Users;
User: any natural person within the Customer’s organisation who has access to the Platform, whether or not they are also an Admin;
Subscription: the agreed form of access to the Service, including single-seat and multi-seat subscriptions, with or without additional add-ons;
Community: the public part of the Platform in which Users of different Customers share questions, answers, messages and uploads with one another;
Company Channels: closed channels created by a Customer’s Admin that are accessible only to the Admin(s) and Users of that Customer;
Contributions: all questions, messages, answers, replies, uploads (such as photos, videos and documents) and other content that a User or Admin posts in the Community or in a Company Channel;
Content: all information, text and other content made available by Tolar via the Website and the Platform, excluding Contributions;
AI Advice: the output, advice, suggestions and other results generated by the Platform and shown to a User;
Privacy Policy: the Tolar-app Privacy Policy, consisting of the privacy statement (Part A) and the data processing agreement (Part B), as amended from time to time;
Parties: Tolar and the Customer jointly.

Article 2 Applicability

These terms and conditions apply to all use of the Website and the Platform, to every registration for the waitlist, to every Agreement and to all legal relationships between Tolar and the Customer arising from it.
These terms and conditions apply exclusively in a business-to-business (B2B) context; Tolar does not provide the Service to consumers. Both individual technicians or self-employed professionals acting in the course of a profession or business (who are then both Admin and User) and organisations with an Admin and one or more Users under that Admin may act as Customer.
These terms and conditions are complementary to the Privacy Policy, which comprises both the privacy statement (Part A) and the data processing agreement (Part B). Arrangements regarding the service level (SLA) are included in these terms and conditions.
Deviations from these terms and conditions are only valid if agreed in writing between the Parties.

Article 3 Formation, duration and termination of the Agreement

The Agreement is formed upon registration for the waitlist, or at the moment a natural person obtains access to the Platform as a User or Admin. In all these cases, these terms and conditions are deemed to have been accepted.
Continued use of the Platform confirms acceptance of these terms and conditions, even if they have been amended after the start of the Agreement in accordance with Article 14.
If the Customer uses a free period or a discounted subscription, these terms and conditions apply in full, including during that period.
Tolar is at all times entitled to unilaterally convert a free package into a paid Subscription after the applicable period has expired, provided that the start of the paid Subscription is confirmed at least 5 days in advance. The payment details for this will already have been provided upon registration on the Platform, regardless of whether it concerns a free package.
The Agreement is entered into for an indefinite period, unless the Parties have agreed otherwise in writing (for example in the case of an annual subscription, see paragraph 7).
The Customer may terminate the Subscription at any time subject to a notice period of one (1) month, unless otherwise provided in a separate written agreement between the Parties.
An annual Subscription may be terminated with effect from the end of the current subscription period; in that case the Agreement continues until the end of the year already paid for.
Upgrades of the Subscription can, where technically possible, be implemented immediately. Downgrades are processed as of the next billing month.

Article 4 The Service

The Platform comprises:
- an AI-powered troubleshooting and knowledge assistant, trained on technical documentation and knowledge compiled by Tolar, supplemented with (anonymised) content from the Community, which provides Users with support in troubleshooting and related questions;
- the Community, in which Users share practical knowledge and experience with one another;
- Company Channels and team management, enabling the Customer to collaborate within its own organisation.
AI Advice and Contributions from other Users are purely informative, advisory and supportive in nature and are not decisive. They are in no way a substitute for the professional competence, training, certification or professional judgement of the User.
The Customer and the User are responsible for what they do with the Platform, the AI Advice and the Contributions of other Users. The User acknowledges and accepts that they remain ultimately responsible at all times for their own actions and decisions, even if these are based (in part) on AI Advice or on Contributions of other Users. Tolar is not responsible for the answers given by the AI assistant, nor for the answers and other Contributions of other Users. Errors made by a User on the basis of the Platform, the AI Advice or Contributions of other Users can never be attributed to Tolar or the Platform.
Registrations of new Users are reviewed by Tolar staff before access to the Platform is granted. This review may take up to forty-eight (48) hours.
No rights can be derived by the Customer, Admin or User from the AI Advice or from Contributions of other Users; it expressly concerns advice and not a binding or guaranteed result.
The Admin can create Company Channels for its own organisation and determines which Users have access to them. The Customer, represented by the Admin, is responsible for the content of the Company Channels. Contributions in Company Channels are not used by Tolar for training, improvement or further development of the Products, and are stored and processed only to the extent necessary to provide the Service to the Customer (see Article 8(3) and the Privacy Policy).

Article 5 Availability and support

Tolar makes reasonable efforts to keep the Platform available and, exclusively for Customers with a fully paid Subscription at the regular (100%) rate, applies a target availability of 95% (“Uptime”) per measurement period.
For Customers using a free trial period, discounted subscription or otherwise reduced rate, no guarantees apply and Tolar is not liable with regard to Uptime.
“Downtime” means: any circumstance as a result of which the Platform does not function or cannot be used by the User. Availability is measured every two weeks and optimised on that basis.
Excluded from the measurement of downtime are: scheduled maintenance (of which Tolar gives advance notice where possible), force majeure as referred to in Article 10(4), and unavailability caused by third parties supplying Tolar, including APIs and other external services on which the Platform depends.
For support, Users and Admins can contact info@tolar.app. Tolar aims to respond to support requests within twenty-four (24) hours; this is a best-efforts obligation and not an obligation of result.

Article 6 Conditions of use and community rules

The User and Admin are not permitted to:
- make and/or share with third parties screenshots or other representations of the Platform, the Content and/or the AI Advice, which expressly includes posting them in the Community;
- resell or otherwise make available to third parties access to the Platform or the Service, in any form whatsoever;
- scrape, extract or attempt to extract data, Content or underlying data of the Platform by automated means;
- share their own account with anyone other than the User concerned.
The User and Admin are not permitted to post Contributions, either in the Community or in Company Channels, that:
- are unlawful, offensive, discriminatory, threatening or otherwise inappropriate, or contain spam or advertising;
- contain copyrighted or otherwise protected material for which the User does not have the rightsholder’s permission, including manufacturers’ manuals and service documentation.
In addition, the User and Admin are not permitted to post Contributions in the Community that:
- contain personal data of third parties;
- contain confidential information of the Customer or its clients.
If Contributions are nevertheless shared in breach of this article, Tolar is not responsible or liable for them. Responsibility for a Contribution lies with the User or Admin who posted it and with the Customer under whose Subscription this occurred (see Article 11). Tolar makes reasonable efforts to remove such Contributions as soon as possible.
Any User or Admin who comes across a Contribution that they consider inappropriate or in breach of these terms and conditions can report it via info@tolar.app. Tolar aims to assess a report within twenty-four (24) hours.
Tolar is entitled at all times to remove or disable access to Contributions if, in Tolar’s opinion, they are not in line with these terms and conditions. Tolar will in principle inform the User concerned of the removal and the reason for it.
Any breach or attempted breach of the provisions of this article or elsewhere in these terms and conditions, as well as a reasonable suspicion thereof, entitles Tolar to take legal action and/or to immediately suspend, disable or delete the account of the User or Admin concerned. Sharing screenshots or other representations of the Platform or the AI Advice in the Community will in principle result in the account being blocked or deleted. The consequences for the Subscription and the data are set out in Article 12.

Article 7 Prices and payment

All prices charged by Tolar are stated in euros and include VAT, unless expressly stated otherwise or agreed otherwise in writing.
Subscriptions can be taken out as single-seat or multi-seat, with or without additional add-ons, and on a monthly or annual payment basis.
Payment for monthly Subscriptions is made by direct debit, collected monthly. After termination, the current billing month runs out, after which no further direct debit is collected.
Payment for annual Subscriptions is made in advance of the relevant annual period; after termination, the Agreement continues until the end of the year already paid for.
Tolar is entitled at all times to change its prices. Price changes are communicated to the Customer in advance, and the Customer is given the opportunity to terminate the Subscription in accordance with Article 3.
If a direct debit fails, access to the Platform is suspended immediately until the amount due has been paid.
Tolar has no refund policy. Amounts already paid will not be refunded under any circumstances, except as provided in Article 12(2).
If the Customer does not pay within the agreed term, access will be blocked and Tolar reserves the right to collect the outstanding amount through means such as debt collection agencies.
As long as the Customer is in default, Tolar is entitled to suspend its obligations under the Agreement.
In the event of liquidation, bankruptcy, attachment or suspension of payments of the Customer, all claims of Tolar against the Customer become immediately due and payable in full.
If the Customer refuses to cooperate in the performance of the Agreement by Tolar, the Customer remains obliged to pay the agreed price to Tolar.

Article 8 Intellectual property

All intellectual property rights in the Platform, the Website, the underlying AI models and the knowledge base are vested exclusively in Tolar.
To the extent that a User or Admin provides feedback, suggestions, questions or other input via the Platform, or posts Contributions in the Community (jointly: “Input”), they hereby grant Tolar a non-exclusive, worldwide, irrevocable, perpetual, transferable, sublicensable and royalty-free right to use this Input in any manner, including, without limitation, displaying Contributions to other Users, analysing, processing, reproducing, adapting and integrating the Input into the Products, and using the Input for training, fine-tuning, improving and further developing the Products and the underlying models and algorithms.
The licence referred to in paragraph 2 does not apply to Contributions in Company Channels. With regard to these Contributions, Tolar only obtains the right to store and process them to the extent necessary to provide the Service to the Customer. Tolar does not use these Contributions for training, improvement or further development of the Products.
The licence referred to in paragraph 2 remains in force after deletion of a Contribution or termination of the Subscription, insofar as it concerns the anonymised content that Tolar may retain in accordance with the Privacy Policy. A deleted Contribution is no longer shown to other Users.
This provision does not purport to transfer ownership or intellectual property rights vested in the User, the Customer or third parties, nor does it intend for the User or Customer to grant Tolar rights that they cannot lawfully grant themselves. The User and the Customer warrant that the Input they provide does not infringe any third-party rights and that they are entitled to grant the licence referred to above.
For the use of the Input described above, including its use for training and fine-tuning the Products, Tolar is at no time liable to pay any fee, royalty or other compensation to the User, the Customer or the rightsholder(s) of the Input, regardless of the nature or extent of such use.
Tolar is entitled to share the Input with its hosting and AI sub-processors, to the extent necessary for the performance of the Agreement or to improve the Products.
The User and Admin are not permitted to reproduce, publish or otherwise use Contributions of other Users outside the Platform.
Nothing in the Agreement or these terms and conditions purports to transfer any intellectual property right to the Customer, Admin or User.
For the duration of the Subscription (including any unpaid trial period), the Customer obtains a non-exclusive and non-transferable right to use the Platform, solely for its own business use within the limits of these terms and conditions. This right of use ends automatically at the end of the Subscription.

Article 9 AI Advice, Contributions of other Users and User responsibility

No rights can be derived by the Customer, Admin or User from the accuracy, completeness or reliability of the AI Advice or of Contributions of other Users.
If a User or Admin is dissatisfied with the AI Advice, they are free to terminate the Subscription in accordance with Article 3; this does not constitute grounds for any form of compensation. It is advised to contact support first, so that any problems can be resolved.
The User and Admin acknowledge that the AI Advice and Contributions of other Users do not replace the expertise of a certified or qualified professional, and that the Platform and the Community may contain errors or provide incorrect advice.
Contributions in the Community reflect solely the knowledge, experience and opinion of the User concerned. Tolar does not check Contributions in advance and does not endorse their content.
Tolar is in no way liable for damage of any kind arising from following AI Advice or Contributions of other Users.
If a User or Admin, on the basis of AI Advice or Contributions of other Users, performs actions that subsequently prove to be incorrect and this results in damage – to themselves, the Customer or third parties – Tolar is in no way liable for this. The User and Admin remain ultimately responsible for their own actions at all times.

Article 10 Liability

To the extent that Tolar’s liability is not already excluded elsewhere in these terms and conditions (including in particular Article 9), Tolar’s liability for direct damage suffered by the Customer, Admin or User in connection with the Platform is capped at the subscription fees paid by the Customer concerned in the preceding twelve (12) months, multiplied by two, with an absolute maximum of €10,000 per event or series of related events.
Any liability of Tolar for indirect or consequential damage – including in any case lost profits, lost savings, business interruption and damage due to loss of data – is expressly excluded.
Without prejudice to Article 6:89 of the Dutch Civil Code, any right of the Customer to compensation from Tolar lapses in any event six (6) months after the event from which the damage directly or indirectly arises.
Tolar is not liable for damage resulting from force majeure. Force majeure includes in any case: failures at third parties or suppliers engaged by Tolar (including hosting and API providers), internet or network outages, cyberattacks, and other circumstances reasonably beyond Tolar’s control.
The limitations in this article do not apply to the extent that damage results from intent or deliberate recklessness on the part of Tolar. The burden of proof lies with the User/Admin.
These provisions apply only to liability claims against Tolar, not to claims made by Tolar against any other party.

Article 11 Indemnification and responsibility for submitted data and Contributions

Tolar is in no way liable for the consequences of illegal, unlawful or otherwise legally invalid use of the Platform by the Customer, Admin or User, including entering data and posting Contributions in the Community or in Company Channels that violate applicable laws and regulations, these terms and conditions or the rights of third parties.
If Tolar receives documents or other data from a User or Admin for the purposes of the Platform, and this data subsequently proves to be illegal, unlawful or infringing, Tolar is in no way liable for the use of this data by the Platform.
Responsibility and liability for the lawfulness of, and the intellectual property rights in, submitted data and posted Contributions lie entirely with the User or Admin who entered, submitted or posted them, and with the Customer under whose Subscription this occurred.
The Customer fully indemnifies Tolar against all third-party claims relating to data submitted or entered and Contributions posted by the Customer, Admin or User, including claims for breach of privacy, defamation or libel and infringement of intellectual property rights.

Article 12 Suspension and termination by Tolar

Tolar reserves the right at all times to refuse or deny a Customer, Admin or User access to the Platform, for any reason, including in any case non-payment or (suspected) misuse as referred to in Article 6.
If the Customer has paid the Subscription in full and Tolar decides to terminate the Subscription or restrict access, and more than fourteen (14) days of an already paid subscription period remain at that time, Tolar will refund the last paid month to the Customer. In the case of an annual subscription, only the months already paid for in the future will be refunded. In the case of one-off purchases (and therefore no active monthly or annual subscription), Tolar owes no refund.
If the Customer, Admin or User does not act in accordance with these terms and conditions, including the conditions of use and community rules in Article 6, Tolar is entitled to delete, disable or suspend the account concerned. In that case the Subscription is terminated or — in the case of a multi-seat Subscription — the seat of the User concerned.
After termination of the Subscription or deletion of an account, the data of the Customer, Admin and Users is handled in accordance with the Privacy Policy, in particular the provisions on retention periods and deletion contained therein. Contributions in Company Channels can be exported at the Customer’s request and are then deleted in accordance with the Privacy Policy.

Article 13 Marketing and communication

The Customer, Admin and User consent to Tolar sending them marketing materials electronically, including email campaigns and other commercial communications relating to the Service.
Unsubscribing from such communications is possible at any time via the unsubscribe option provided for this purpose, without affecting the Subscription itself.

Article 14 Amendment of these terms and conditions

Tolar is entitled to amend these terms and conditions unilaterally.
Tolar will notify the Customer, Admin and/or User of any amendment in advance.
Continued use of the Platform after the effective date of the amended terms and conditions constitutes acceptance thereof.

Article 15 Applicable law and disputes

These terms and conditions and every Agreement between Tolar and the Customer are governed exclusively by Dutch law.
Disputes arising from or relating to the Agreement will be submitted exclusively to the competent court in the district of The Hague.
Complaints can be submitted via info@tolar.app and will be handled by Tolar as soon as possible.
If the Customer is dissatisfied with the Service, the Customer is free at all times to terminate the Subscription in accordance with Article 3.

Article 16 Right of withdrawal

In view of the digital nature and the confidentiality of the services offered by Tolar, Tolar does not offer a right of withdrawal once the Parties have entered into an Agreement.

Article 17 Other provisions

If one or more provisions of these terms and conditions prove to be null and void or voidable, this does not affect the validity of the other provisions. A void or annulled provision will be replaced by a provision that is as close as possible to the purpose of the original provision.
The Customer may not transfer the rights and obligations under the Agreement to third parties without Tolar’s prior written consent.
By using the Website, by registering for the waitlist, by entering into a Subscription, or by using resources made available by Tolar (such as a whitepaper, newsletter or training), the party concerned declares that they have read and understood these terms and conditions and agree to them.

Last updated: November 2026