Terms of Service

Welcome to SocialLens Analytics Limited ("SocialLens," "we," "our," or "us"). These Terms of Service ("Terms") govern your access to and use of our website, platform, and related services (collectively, the "Service"). By using our Service, you agree to be bound by these Terms.

1. Acceptance of Terms

By accessing or using the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and any additional terms that may apply to specific features or services.

If you are using the Service on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms.

2. Eligibility

To use our Service, you must:

• Be at least 18 years of age
• Have the legal capacity to enter into a binding agreement
• Not be located in a country subject to Nigerian or international sanctions
• Not be a competitor using our Service for competitive analysis without permission

3. Account Registration and Security

To access certain features, you may need to register for an account. You agree to:

• Provide accurate, current, and complete information
• Maintain the security of your account credentials
• Promptly notify us of any unauthorized access or use
• Be responsible for all activities that occur under your account
• Not share your account credentials with unauthorized individuals

We reserve the right to suspend or terminate accounts that violate these Terms or pose a security risk.

4. Service Description

SocialLens provides an enterprise social intelligence platform that:

• Monitors and analyzes publicly available social media conversations
• Provides sentiment analysis using proprietary NLP models
• Delivers real-time alerts and periodic intelligence reports
• Offers crisis detection and trend forecasting

5. Subscription Plans and Pricing

We offer various subscription plans as described on our Pricing page. Key terms include:

• Fees: All fees are quoted in Nigerian Naira (₦) and exclude applicable taxes (VAT, WHT)
• Billing: Monthly subscriptions are billed in advance; annual plans require upfront payment
• Cancellation: You may cancel at any time; cancellation takes effect at the end of your current billing period
• Refunds: Generally, fees are non-refundable except as required by law or at our discretion
• Price Changes: We may adjust prices with 30 days' notice for existing subscribers

6. Enterprise Contracts

For enterprise clients, these Terms are supplemented by a separate Master Service Agreement (MSA) or Order Form. In the event of a conflict, the signed MSA shall control. Enterprise features include:

• Custom data sources and dashboards
• API access and white-label options
• Dedicated account management
• Enhanced SLAs (including Crisis Alert Premium™ target 2-hour response)

7. Acceptable Use Policy

You agree not to use the Service to:

• Violate any applicable laws or regulations (including NDPR, Cybercrime Act 2015)
• Infringe upon intellectual property rights of others
• Distribute malware, spam, or harmful code
• Harass, threaten, or defame any person or entity
• Attempt to gain unauthorized access to our systems
• Reverse engineer, decompile, or extract source code from our platform
• Resell or redistribute Service access without authorization
• Use automated means to scrape or extract data beyond permitted limits
• Interfere with the proper functioning of the Service

Violation of this policy may result in immediate termination of your account and legal action.

8. Intellectual Property Rights

8.1 Our Intellectual Property

The Service, including all code, algorithms, designs, text, graphics, logos, and software, is owned by SocialLens or our licensors and is protected by Nigerian and international intellectual property laws. You may not copy, modify, or create derivative works without our express written permission.

8.2 Your Content

You retain ownership of any content you submit to the Service (e.g., search queries, saved reports). By submitting content, you grant us a limited license to use it solely to provide the Service to you.

8.3 Social Data

Public social media data remains the property of the original creators and platforms. SocialLens does not claim ownership of such data but processes it under fair use and platform terms.

9. Confidentiality

Both parties agree to maintain the confidentiality of non-public information disclosed during the course of the business relationship. This includes:

• Proprietary algorithms and methodologies
• Customer lists and pricing information
• Intelligence reports marked as confidential
• Account credentials and API keys

The obligation of confidentiality survives termination of these Terms for a period of 3 years.

10. Service Availability and SLAs

We strive for 99.5% platform uptime for Enterprise clients (excluding scheduled maintenance). Standard plans are provided on a best-effort basis.

Crisis Alert Premium™ Service Level: Target 2-hour alert delivery from time of detection during business hours. Specific SLAs are defined in the Service Attachment for this add-on.

We reserve the right to perform scheduled maintenance with reasonable notice (typically outside business hours). Emergency maintenance may occur without prior notice.

11. Third-Party Services

Our Service may integrate with third-party platforms (social media APIs, analytics tools). We are not responsible for:

• Changes to third-party APIs that affect Service functionality
• Data loss resulting from third-party service interruptions
• The privacy or security practices of third parties

12. Disclaimer of Warranties

13. Limitation of Liability

14. Indemnification

You agree to indemnify, defend, and hold harmless SocialLens and its officers, directors, employees, and agents from any claims, damages, losses, or expenses arising from:

• Your violation of these Terms
• Your violation of applicable laws or regulations
• Your use of the Service in a prohibited manner
• Any content you submit to the Service

15. Termination

We may terminate or suspend your access to the Service immediately, without prior notice, for conduct that we believe violates these Terms or is harmful to other users.

Upon termination:

• Your right to use the Service ceases immediately
• We may delete your account data after 30 days
• Sections governing intellectual property, confidentiality, and liability survive

16. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Federal Republic of Nigeria. Any dispute arising from these Terms shall be resolved as follows:

1. Negotiation: The parties shall first attempt to resolve the dispute informally
2. Mediation: If negotiation fails, the parties shall submit to mediation at the Lagos Multi-Door Courthouse (LMDC)
3. Arbitration: If mediation fails, the dispute shall be resolved by binding arbitration in Lagos, Nigeria, under the Arbitration and Conciliation Act

Each party shall bear its own costs. This dispute resolution clause does not prevent either party from seeking injunctive relief in Nigerian courts.

17. Force Majeure

Neither party shall be liable for delays or failures in performance resulting from causes beyond their reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, riots, embargoes, network attacks, or government actions.

18. Modification of Terms

We may update these Terms from time to time. Material changes will be notified via:

• Email to registered users (30 days' notice)
• Notice on our website
• Updated "Last Updated" date

Continued use of the Service after changes constitutes acceptance of the modified Terms.

19. Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.

20. Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and SocialLens regarding the Service, superseding any prior agreements.

21. Contact Information

For questions about these Terms:

• Email: legal@sociallens.ng
• Phone: +234 (1) 888 1234
• Address: SocialLens Analytics Ltd, 5th Floor, The Penthouse, Victoria Island, Lagos, Nigeria
• Registered Company Number: RC 1234567 (Corporate Affairs Commission, Nigeria)