UK Consumer Terms

These UK Consumer Terms apply when you are a consumer in the United Kingdom. They supplement the Terms of Service. If the documents conflict, these UK Consumer Terms take priority to the extent required by mandatory UK consumer law.

1. Trader information

Your contract is with:

Norena Technologies AG
Wadsack Zug AG
Bahnhofstrasse 7, 6300 Zug, Switzerland
CHE-202.093.568
Support: support@norena.ai
Privacy: privacy@norena.ai

2. The service

Norena Pro is an annual subscription purchased by the account owner for one named older adult. It provides additional conversational and story features for that person. The purchaser manages billing; purchasing does not automatically give the purchaser access to the older adult's private conversations or stories.

Norena is an everyday companionship and family-story service. It is not a medical device, healthcare app, diagnostic or treatment service, emergency service, safety-monitoring system, or substitute for human or professional care. Reminders are user-set convenience prompts. Norena does not verify medication, monitor health or contact emergency services.

AI responses may be inaccurate or unsuitable. Do not use Norena for medical, legal, financial, emergency or safety-critical decisions. In an emergency, use the appropriate emergency service.

3. Forming the contract

The checkout shows the subscription, billing interval, currency and total price before you place the order. The contract is formed when payment is successfully confirmed. We send confirmation and the contractual information to the email address attached to the account.

You must be at least 18 and provide accurate purchaser details. If you prepare a profile for another person, provide only information you are entitled to provide. The older adult receives their own privacy information and choices before using the service.

4. Price, duration and renewal

Norena Pro currently costs £72 per year for one named older adult, unless the checkout clearly displays another amount or currency. The final total displayed immediately before payment is the amount charged.

The subscription renews automatically each year until cancelled. The account page shows the start date and current period end date.

We will give reasonable advance notice of a price change. A price change does not remove any cancellation or statutory rights.

5. Starting during the cancellation period

You normally have 14 days from the day after the contract is made to cancel a distance service contract. If you ask Norena Pro to start immediately, you can use it during that period. If you then cancel within 14 days, we may deduct a proportionate amount for service supplied before cancellation, where the law permits. Details and a model cancellation form are in the Cancellation & Refund Policy.

6. Ending the subscription

You can stop renewal through Manage plan in your Norena account or by emailing support@norena.ai. Ordinary cancellation takes effect at the end of the paid billing period and access remains available until then. The account page will show the scheduled end date.

This does not limit your separate 14-day cancellation right or remedies where the service is faulty or not supplied with reasonable care and skill.

7. Service quality and statutory rights

We will provide the service with reasonable care and skill. Digital content and service information must match what we have described. Nothing in any Norena term excludes rights or remedies that cannot lawfully be excluded under the Consumer Rights Act 2015 or other mandatory law.

If something is wrong, contact support@norena.ai. Depending on the circumstances, you may be entitled to repeat performance, a price reduction, repair, replacement or refund.

8. Availability and changes

We may maintain or improve the service and may need to address security, legal or technical issues. We will not make a change that materially removes a paid core feature during a current billing period without a valid reason and appropriate notice or remedy.

We may suspend access where reasonably necessary for security, unlawful use, non-payment or serious breach. Where practicable, we will explain the reason and provide an opportunity to resolve it. If we end a paid service without consumer fault, we will refund the unused portion where required.

9. Content and privacy

You retain ownership of the personal content you provide. You give Norena a limited licence to host, process and display it only as needed to provide the service and choices you request. Any optional use of identifiable conversations, voice or special-category data for general model training or research requires the separate choice described in the UK Privacy Addendum. It is not a condition of the paid core service.

10. Responsibility

We do not exclude or limit liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of mandatory consumer rights.

We are responsible for loss or damage that is a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, for business losses suffered by a consumer, or for loss caused by relying on Norena for a medical, emergency or safety-critical purpose that the service is clearly not designed to perform.

11. Complaints

Contact support@norena.ai with the account email, a description of the problem and the outcome sought. Privacy complaints follow the process in the UK Privacy Addendum.

12. Law and courts

The base Terms select Swiss law and the courts of Zug. That choice does not deprive a UK consumer of mandatory protections that apply in the part of the UK where they live. A UK consumer may bring proceedings in the courts available to them under applicable consumer law.

13. Related documents

These UK Consumer Terms should be read with the Terms of Service, Privacy Policy, UK Privacy Addendum, and Cancellation & Refund Policy.