These Terms of Service ("Terms") constitute a legally binding agreement between Casentra Limited, a company incorporated in Hong Kong ("Casentra", "we", "us" or "our"), and the individual or legal entity accessing or using the Service ("Customer", "you" or "your").
These Terms govern your access to and use of Casentra’s software platform, applications, websites, artificial intelligence-powered tools, related services, documentation, and associated features (collectively, the "Service").
By creating an account, accessing, subscribing to, or using the Service, you acknowledge that:
These Terms incorporate by reference:
If there is any inconsistency between these documents, the following order of precedence shall apply:
If you do not agree to these Terms, you must not access or use the Service.
For the purposes of these Terms, the following definitions apply.
means the account created by Customer or an Authorised User to access and use the Service.
means an individual who:
Customer is responsible for all activities performed by its Authorised Users.
means any data, information, materials, files, documents, records, communications, Personal Data, or other content that is submitted, uploaded, transmitted, stored, or otherwise provided by Customer or its Authorised Users through the Service.
Customer Data may include information relating to Customer’s clients, prospective clients, policyholders, beneficiaries, employees, business contacts, or other third parties, including information contained in documents, communications, recordings, inputs, prompts or other materials submitted through the Service.
For the avoidance of doubt, Customer Data includes any Personal Data contained within information submitted or provided by Customer or its Authorised Users through the Service.
Customer Data does not include:
means any Customer Data that relates to Customer’s clients, prospective clients, policyholders, beneficiaries, insured persons, or other third parties and that is submitted, uploaded, transmitted, or otherwise provided by Customer or its Authorised Users through the Service.
For the avoidance of doubt, Client Data forms part of Customer Data.
means any information relating to an identified or identifiable individual, as defined under applicable data protection laws, including but not limited to the Personal Data (Privacy) Ordinance (Cap. 486) of Hong Kong.
means any content, recommendation, summary, draft, analysis, presentation material, illustration, suggestion, or other information generated by the Service, including content generated through artificial intelligence features.
means any functionality of the Service that uses artificial intelligence, machine learning, large language models, automated processing, or similar technologies.
means any third-party software, infrastructure, platforms, APIs, cloud services, artificial intelligence providers, payment processors, or other external services integrated with or used by the Service.
means the applicable service package, pricing tier, usage limits, features, and commercial terms selected by Customer.
means all applicable laws, regulations, regulatory requirements, codes of practice, industry standards, and professional obligations applicable to Customer’s activities or Casentra’s provision of the Service.
These Terms become effective when Customer:
The agreement between Customer and Casentra shall continue until terminated in accordance with these Terms.
If Customer accesses or uses the Service on behalf of an organisation, Customer represents and warrants that:
Customer acknowledges that electronic acceptance of these Terms, including acceptance through the Service interface, shall constitute a valid and legally binding agreement.
The Service is designed primarily for insurance professionals and organisations operating in the insurance industry.
Customer represents and warrants that:
Customer must not:
Customer acknowledges and agrees that:
Customer must immediately notify Casentra and cease using the Service if:
Casentra may suspend or terminate access immediately upon becoming aware of any such circumstances.
Customer must provide accurate, current, and complete information when creating an Account and must promptly update such information when changes occur.
Customer is responsible for:
Unless expressly permitted under the applicable Subscription Plan:
Where Customer uses a team or enterprise account, Customer’s designated administrator is responsible for:
Access to certain features of the Service may require a paid Subscription Plan.
Subscription Plans may include:
Customer agrees to pay all applicable fees specified in the relevant Subscription Plan or Order Form.
Unless otherwise stated:
Paid Subscription Plans automatically renew for successive periods unless:
Customer authorises Casentra and its payment processors to charge applicable fees to the payment method provided.
If payment is overdue or unsuccessful, Casentra may:
Customer is solely responsible for its use of the Service and for the activities of its Authorised Users.
Without limiting the foregoing, Customer is responsible for:
The Service is intended to assist, and not replace, Customer’s professional judgment.
Customer remains solely responsible for:
No functionality of the Service transfers any such responsibility to Casentra.
Unless expressly agreed in writing, the Service is not designed or warranted to constitute Customer’s sole compliance, supervision, record-keeping, suitability, audit, anti-money laundering, sanctions screening or regulatory reporting system.
Customer must maintain such independent controls, procedures, records and systems as are required by Applicable Laws and Customer’s own compliance framework.
Customer is responsible for all instructions given to Casentra through the Service, including instructions concerning Customer Data.
Casentra is entitled to rely on instructions submitted through an authenticated Account unless Casentra knows, or reasonably suspects, that such instructions are unauthorised, unlawful or inconsistent with these Terms.
As between Customer and Casentra, Customer retains all rights, title and interest in and to Customer Data.
Except for the rights expressly granted under these Terms, Casentra does not acquire ownership of Customer Data.
Customer grants Casentra a worldwide, non-exclusive, limited and royalty-free right to host, receive, reproduce, store, transmit, organise, structure, retrieve, display, process and otherwise use Customer Data solely to the extent reasonably necessary to:
This Section does not give Casentra the right to sell Customer Data.
The parties acknowledge that their respective roles under applicable data protection laws depend on the nature and purpose of the relevant processing activity.
To the extent Casentra processes Personal Data contained in Customer Data solely on behalf of Customer and pursuant to Customer’s documented instructions, Customer shall act as the relevant data user, controller or equivalent party, and Casentra shall act as a data processor or processor, as applicable.
Casentra may separately process limited Personal Data for its own legitimate operational purposes where permitted by Applicable Laws, including for account administration, billing, security, fraud prevention, legal compliance and management of its business. Such processing shall be governed by Casentra’s Privacy Policy.
Where the parties enter into a DPA, the DPA shall govern Casentra’s processing of Customer Data to the extent specified therein.
Customer represents, warrants and undertakes that:
Customer acknowledges that Customer Data may contain Personal Data belonging to clients, prospective clients, policyholders, beneficiaries, dependants or other individuals.
Such Customer Data may include particularly sensitive information, including:
Customer must exercise particular care before uploading or otherwise processing such information through the Service.
Customer should submit only Customer Data reasonably necessary for Customer’s permitted use of the Service.
Customer must not knowingly submit excessive or irrelevant Personal Data where the same purpose can reasonably be achieved without such information.
Casentra may engage affiliates, cloud infrastructure providers, AI service providers and other subprocessors or service providers to process Customer Data where reasonably necessary to provide the Service.
Casentra will require such providers to be subject to appropriate contractual obligations concerning confidentiality, security and data protection, taking into account the nature of the services provided.
Where required under an applicable DPA, Casentra will provide information regarding relevant subprocessors in accordance with that DPA.
Customer acknowledges that different components of the Service may operate in different jurisdictions and that Customer Data may be processed or stored outside Hong Kong depending on the features used and the relevant service providers engaged by Casentra.
While Casentra’s primary application infrastructure may be hosted in Hong Kong, certain Service features, including AI-powered functionality, may require Customer Data to be processed by third-party technology providers, artificial intelligence providers, cloud infrastructure providers or other service providers located outside Hong Kong.
Casentra will implement reasonable contractual, technical and organisational safeguards appropriate to such processing and as required by Applicable Laws.
Where Customer is subject to additional data localisation, cross-border transfer, sector-specific or regulatory requirements, Customer is responsible for determining whether its intended use of the Service is permissible before submitting or processing affected Customer Data through the Service.
Casentra will not sell Client Data to third parties.
Casentra will not permit a third-party advertising network to use Client Data for targeted advertising to Customer’s clients or prospects.
Casentra does not use identifiable Customer Data, Client Data, uploaded files, prompts or Customer-specific content submitted through the Service to train or fine-tune general-purpose artificial intelligence models for unrelated customers.
Casentra may process Customer Data as technically necessary to provide, operate and maintain AI Features requested by Customer, including generating Outputs, responding to Customer requests and delivering the functionality of the Service.
Casentra may use aggregated, anonymised or de-identified information that does not reasonably identify Customer, any Authorised User, any client or any individual for purposes including analytics, security, reliability, performance optimisation, service operation and improvement of the Service, where permitted by Applicable Laws.
For the avoidance of doubt, Casentra will not use identifiable Customer Data or Client Data to create datasets, models or training materials intended to benefit unrelated customers.
Casentra may retain Customer Data for so long as reasonably necessary to provide the Service and thereafter for such limited period as may be required or permitted by:
Following expiration or termination of the Agreement, Casentra may delete Customer Data after the applicable retention or retrieval period.
Customer is responsible for exporting or retaining any Customer Data that Customer is legally or operationally required to preserve before such deletion occurs.
Unless expressly stated in an applicable Order Form or service description, the Service is not intended to serve as Customer’s exclusive archival or backup system.
Customer is responsible for maintaining appropriate independent copies, archives and records of Customer Data where required for legal, regulatory, professional, operational or business purposes.
Certain parts of the Service use artificial intelligence, machine learning, large language models and other automated technologies.
Customer acknowledges that AI systems operate probabilistically. The same or similar inputs may produce different Outputs, and Outputs may contain errors, omissions, inaccuracies, inconsistencies, fabricated information or outdated information.
Casentra may use different artificial intelligence models, providers, technologies, architectures or infrastructure from time to time in order to provide, maintain, improve, secure or optimise the Service.
Customer acknowledges that the underlying technologies supporting AI Features may change over time.
Such changes will not constitute a breach of these Terms provided that Casentra does not materially reduce the core functionality of the Service purchased by Customer.
Outputs are provided as productivity tools and draft assistance only.
Unless expressly stated otherwise in writing by Casentra, Outputs do not constitute and must not be treated as:
Customer must ensure that any Output used in connection with regulated activities, client-facing communications, or material professional decisions is reviewed and approved by an appropriately qualified person and, where required under Applicable Laws, a licensed individual before such Output is relied upon or communicated.
Customer remains responsible for determining the appropriate level of review, verification and approval required for each use of an Output, having regard to the nature of the Output, the intended use, applicable regulatory obligations and Customer’s internal policies.
Customer is responsible for checking, as applicable:
Customer must not use the Service as the sole basis for making or implementing a final automated decision concerning:
without appropriate human assessment and all procedures required by Applicable Laws.
Information concerning insurance products may be generated from, extracted from, summarised from or otherwise based upon information supplied by Customer, insurers or third-party sources.
Customer acknowledges that product information may change and that extraction, transformation or generation processes may introduce errors.
Before presenting such information to a client or relying upon it in connection with a regulated activity, Customer must verify all material information against the then-current official policy documents, insurer materials, benefit illustrations, product disclosures and other authoritative sources.
In the event of any inconsistency, the applicable insurer-issued or legally operative documentation shall prevail over the relevant Output.
Any projected, hypothetical, estimated or non-guaranteed values presented through the Service are illustrative only unless expressly identified as guaranteed in the applicable official insurer documentation.
Casentra does not guarantee:
Certain AI Features may rely upon Third Party Services.
Where permitted under the Agreement and applicable privacy documentation, information submitted to an AI Feature may be transmitted to a third-party AI provider for processing necessary to provide the requested functionality.
Casentra remains responsible for its contractual obligations to Customer but does not control the underlying models, systems or infrastructure of independent third-party providers.
Customer acknowledges that:
Customer is responsible for conducting such review as is appropriate before using an Output in circumstances where originality or third-party intellectual property rights are material.
Customer must not knowingly use AI Features:
Casentra may make beta, preview, experimental, early-access or evaluation features available from time to time ("Beta Features").
Beta Features may:
Unless expressly agreed otherwise in writing, Beta Features are provided "AS IS" and without any service-level, availability, support or performance commitment.
Customer should not use Beta Features for high-risk or business-critical activities where an error, delay or failure could reasonably cause material harm.
The Service may interoperate with or rely upon Third Party Services, including cloud infrastructure, storage providers, communications services, payment processors, analytics services and artificial intelligence providers.
Customer’s use of a Third Party Service may be subject to separate terms, privacy policies or agreements between Customer and the relevant third party.
Customer is responsible for complying with any such terms applicable to Customer.
Casentra does not control independent Third Party Services and is not responsible for their independent acts or omissions.
The availability or functionality of certain Service features may therefore depend upon the continued availability and operation of Third Party Services.
Casentra may replace, modify or discontinue its use of a Third Party Service where reasonably necessary for security, legal, operational, commercial or technical reasons.
Where the Service displays, extracts, summarises or processes material obtained from third-party sources, Casentra does not assume responsibility for the underlying accuracy, completeness, legality or currency of the third-party source material.
Customer remains responsible for verifying material information against appropriate authoritative sources.
Customer acknowledges that Casentra may rely on third-party cloud infrastructure providers, artificial intelligence providers and other technology providers to deliver certain features of the Service.
The identity, technology and location of such providers may change from time to time as Casentra develops and operates the Service.
Where such providers process Customer Data, such processing will be governed by the applicable privacy documentation and Data Processing Addendum.
Casentra maintains technical and organisational measures designed to protect the Service and Customer Data against unauthorised access, disclosure, alteration, loss or misuse.
Such measures are appropriate having regard to:
Such measures may include, where appropriate:
Casentra may update or modify such measures from time to time as technology, risks and the Service evolve.
Customer acknowledges that no electronic system, cloud infrastructure, internet transmission or storage environment can be guaranteed to be completely secure.
Accordingly, Casentra does not warrant that the Service will be free from all security threats, vulnerabilities, interruptions or unauthorised access.
Nothing in this Section limits any express obligations undertaken by Casentra under an applicable Data Processing Addendum.
For purposes of these Terms, a "Security Incident" means a confirmed unauthorised access to, disclosure of, alteration of, loss of, or destruction of Customer Data within Casentra’s control that materially affects the confidentiality, integrity or availability of such Customer Data.
A Security Incident does not include unsuccessful attempts or activities that do not compromise Customer Data, including unsuccessful login attempts, automated scans, denial-of-service attempts or similar events.
Where Casentra becomes aware of a Security Incident affecting Customer Data, Casentra will:
Casentra’s notification of a Security Incident does not constitute an admission of fault or liability.
Customer is responsible for maintaining appropriate security measures relating to:
Customer must promptly notify Casentra of suspected unauthorised access to its Account.
Casentra may temporarily restrict or suspend access to all or part of the Service where reasonably necessary for:
Where reasonably practicable, Casentra will seek to minimise disruption.
Unless expressly agreed in writing, these Terms do not create any service-level agreement, uptime commitment, recovery-time objective or service-credit obligation.
As between the parties, Casentra and its licensors retain all rights, title and interest in and to:
collectively, the "Casentra Technology".
Except for the limited rights expressly granted under these Terms, no rights in Casentra Technology are transferred to Customer.
Subject to Customer’s compliance with the Agreement and payment of all applicable fees, Casentra grants Customer a limited, non-exclusive, non-transferable, non-sublicensable and revocable right during the applicable subscription term to access and use the Service solely for Customer’s permitted internal professional and business purposes.
Casentra obtains no ownership right in Customer Data merely because Customer submits or processes such Customer Data through the Service.
Subject to Customer’s compliance with these Terms and to the extent permitted by Applicable Laws and third-party rights, Casentra does not claim ownership of Customer’s rights, if any, in Outputs generated specifically for Customer through Customer’s authorised use of the Service.
For clarity, this Section does not:
Casentra may develop improvements, features, techniques, workflows, know-how and other technology arising from operating and improving the Service, provided that Casentra does not thereby acquire ownership of identifiable Customer Data.
Nothing prevents Casentra from independently developing products, services or functionality that are similar to ideas, concepts or functionality used by Customer, provided that Casentra does not misuse Customer’s Confidential Information.
Casentra may generate and use technical, operational and usage information concerning the operation and use of the Service ("Usage Data") for purposes including:
Where Usage Data contains Personal Data or identifiable Customer Data, it will be handled in accordance with the applicable privacy documentation and Applicable Laws.
If Customer voluntarily provides ideas, comments, suggestions or feedback concerning the Service ("Feedback"), Customer grants Casentra a worldwide, perpetual, irrevocable, transferable, sublicensable and royalty-free right to use and incorporate such Feedback into Casentra’s products and services without restriction or obligation to Customer.
This Section does not authorise Casentra to disclose Customer’s Confidential Information.
All rights not expressly granted to Customer under the Agreement are reserved by Casentra and its licensors.
"Confidential Information" means non-public information disclosed by or on behalf of one party ("Disclosing Party") to the other party ("Receiving Party") that:
Confidential Information may include:
The Receiving Party shall:
Confidential Information does not include information that the Receiving Party can demonstrate:
The Receiving Party may disclose Confidential Information to the extent required by law, regulation, court order, regulatory authority or other legally binding process.
Where legally permitted and reasonably practicable, the Receiving Party will notify the Disclosing Party before making such disclosure and reasonably cooperate, at the Disclosing Party’s expense, with any lawful effort to seek confidential treatment or protective relief.
The parties acknowledge that unauthorised use or disclosure of Confidential Information may cause harm for which monetary damages may not provide an adequate remedy.
Accordingly, the Disclosing Party may seek injunctive or other equitable relief in addition to any other remedies available under Applicable Law.
The obligations in this Section continue during the term of the Agreement and for five (5) years after termination or expiration.
With respect to trade secrets and Personal Data, the applicable obligations continue for so long as such information remains protected as a trade secret or is required to be protected under Applicable Laws.
Customer must not, and must not permit any third party to:
Casentra may investigate suspected violations and may suspend or restrict access where reasonably necessary to protect the Service, Customer Data, third parties or Casentra’s legal and regulatory interests.
These Terms commence on the date Customer first accepts them or first accesses the Service and continue until terminated in accordance with this Section.
Customer may stop using the Service at any time.
Where Customer has an active paid Subscription Plan, termination of use does not automatically entitle Customer to a refund except as expressly provided under these Terms or required by Applicable Law.
Casentra may suspend, restrict or limit Customer’s or any Authorised User’s access to all or part of the Service immediately where Casentra reasonably believes that:
Where reasonably practicable, Casentra will provide notice before suspension and will work in good faith to restore access once the relevant issue has been resolved.
Except where immediate action is reasonably necessary under Section 15.3, Casentra will provide Customer with reasonable notice of a breach and an opportunity to remedy such breach before terminating access.
The length of any remediation period will depend on the nature and severity of the breach.
Casentra may terminate these Terms or Customer’s access to the Service immediately if:
Upon termination:
The following provisions survive termination:
Casentra represents that it will provide the Service using reasonable care and skill consistent with generally accepted industry practices.
Except for this express commitment, the Service is provided subject to the disclaimers in this Section.
To the maximum extent permitted by Applicable Law, the Service, Outputs and all related functionality are provided "AS IS" and "AS AVAILABLE".
Casentra disclaims all warranties, representations and conditions, whether express, implied, statutory or otherwise, including:
Without limiting the foregoing:
Casentra does not provide:
Any information made available through the Service is provided as technology-enabled assistance only.
Casentra does not warrant that:
To the maximum extent permitted by Applicable Law, Casentra shall not be liable for:
To the maximum extent permitted by Applicable Law, Casentra’s total aggregate liability arising out of or relating to:
shall not exceed the greater of:
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability arising from:
Customer acknowledges that:
Customer shall defend, indemnify and hold harmless Casentra, its affiliates, officers, employees, contractors and representatives from and against any claims, losses, damages, liabilities, costs and expenses (including reasonable legal fees) arising out of or relating to:
The indemnified party shall:
The indemnifying party may not settle any claim in a manner that:
without prior written consent.
Customer is solely responsible for compliance with all Applicable Laws relating to its activities, including:
Customer acknowledges that Casentra:
Where legally required, Casentra may cooperate with regulators, law enforcement authorities or governmental bodies concerning:
Casentra may modify, improve, replace, update or discontinue parts of the Service from time to time.
Where commercially reasonable, Casentra will provide notice of material changes that substantially reduce core paid functionality.
Casentra may update these Terms periodically.
For material changes that adversely affect Customer’s rights or obligations, Casentra will provide reasonable advance notice through the Service, email or other appropriate means.
Customer’s continued use of the Service after the effective date of updated Terms constitutes acceptance.
These Terms and any dispute arising out of or relating to them shall be governed by the laws of the Hong Kong Special Administrative Region, without regard to conflict of law principles.
Any dispute, controversy or claim arising out of or relating to these Terms, including any question regarding existence, validity, interpretation, performance, breach or termination, shall be referred to and finally resolved by arbitration administered by the Hong Kong International Arbitration Centre (HKIAC) under the HKIAC Administered Arbitration Rules in force at the time the arbitration is commenced.
The arbitration shall be conducted:
Nothing in this Section prevents either party from seeking urgent interim, injunctive, protective or equitable relief from a court of competent jurisdiction.
These Terms, together with the Privacy Policy, DPA and applicable Order Forms, constitute the entire agreement between the parties regarding the Service and supersede prior discussions, representations and agreements relating to the same subject matter.
Customer may not assign or transfer these Terms without Casentra’s prior written consent.
Casentra may assign these Terms:
Casentra is not responsible for delays or failures caused by circumstances beyond its reasonable control, including:
If any provision of these Terms is found invalid or unenforceable, such provision shall be modified only to the minimum extent necessary, and the remaining provisions shall continue in full force.
Failure to enforce any provision of these Terms does not constitute a waiver of that provision or any other right.
Legal notices may be provided:
Notices to Casentra:
Casentra Limited, Office 5, 8/F, Mega Cube, 8 Wang Kwong Road, Kowloon Bay, Kowloon, Hong Kong
Email: support@casentra.hk
These Terms may be translated into other languages for convenience.
In the event of inconsistency between versions, the English version shall prevail.
For questions regarding these Terms:
Casentra Limited, Hong Kong
Email: support@casentra.hk