Terms and Conditions

Version 1.0, effective 23 September 2026.

1. Who we are and acceptance of these Terms

These Terms and Conditions (the “Terms”) govern access to and use of the NABEL platform and related services by business customers.

The Services are provided by NABEL SAS, a French société par actions simplifiée with a share capital of EUR 2,498.47, registered with the Créteil Trade and Companies Register under number 940 188 956, whose registered office is at 14 avenue du Général de Gaulle, 94160 Saint-Mandé, France, intra-EU VAT number FR07940188956 (“NABEL”, “we”, “us”).

By signing an Order Form, creating an account, clicking to accept these Terms, or using the Services, the Customer agrees to be bound by these Terms. The individual accepting on behalf of an organisation represents that they are authorised to bind it. If the Customer does not agree, it must not use the Services.

The Services are intended exclusively for professionals acting for business purposes. They are not offered to consumers within the meaning of the French Consumer Code.

2. Definitions

  • Agreement means these Terms, any Order Form, the DPA and any document expressly incorporated by reference.
  • AI Interviewer means the conversational voice agent operated by NABEL that conducts Interviews using speech recognition, language models and speech synthesis.
  • Customer means the legal entity or professional that accepts these Terms or signs an Order Form.
  • Customer Content means all data and materials submitted to the Services by or for the Customer, including questionnaires, scripts, screening criteria, stimuli, contact lists, instructions and prompts.
  • DPA means NABEL’s Data Processing Agreement, which governs NABEL’s processing of Personal Data on the Customer’s behalf.
  • Interview means a single conversation between the AI Interviewer and a Participant, by telephone or through a web browser.
  • Complete means an Interview that reaches the end of the questionnaire and meets the quality criteria set out in the Order Form or, failing that, in NABEL’s documentation.
  • NABEL Materials means the platform, software, AI Interviewer, models, prompts, templates, documentation, APIs, usage data and all improvements and derivatives thereof, excluding Customer Content and Results.
  • Order Form means any quote, proposal, order form, online plan selection or statement of work accepted by the Customer that references these Terms.
  • Participant means any individual interviewed, called or screened through the Services, whether sourced by the Customer or by NABEL through a Panel Provider.
  • Panel Provider means a third-party respondent sourcing marketplace, panel or recruitment partner used to recruit Participants.
  • Participant Data means audio recordings, transcripts, answers and other data relating to Participants generated through the Services.
  • Personal Data has the meaning given in Regulation (EU) 2016/679 (“GDPR”).
  • Results means the transcripts, datasets, codings, analyses, summaries, dashboards and exports generated by the Services for the Customer from Customer Content and Participant Data.
  • Services means the NABEL platform, the AI Interviewer, telephony and web interviewing, Participant sourcing when ordered, analysis features and any related support or professional services.
  • Study means a research project configured on the Services, including its questionnaire, target and quotas.
  • User means any individual authorised by the Customer to access the Services under its account.

3. Scope and order of precedence

These Terms apply to every Order Form and to all use of the Services. They prevail over the Customer’s own purchasing terms, which are excluded even if referenced in a purchase order, unless NABEL expressly accepts them in writing.

In case of conflict, the following order applies: (i) a signed master agreement, if any; (ii) the Order Form, for the Study or period it covers; (iii) the DPA, for anything relating to Personal Data; (iv) these Terms; (v) NABEL’s documentation.

4. Orders

An Order Form sets out the Services ordered, the Study parameters (target, country, language, sample size, questionnaire length), the pricing model, the fees and any specific delivery timeline. It becomes binding when signed or accepted in writing, including by email, or when paid online.

Quotes are valid for 30 days. Any material change to a Study after acceptance (sample, target, incidence, length, languages, quotas) may give rise to a revised quote.

5. Accounts and Users

The Customer provides accurate registration information and keeps it up to date. It is responsible for keeping credentials confidential and for all activity under its account, including the acts and omissions of its Users as if they were its own.

The Customer notifies NABEL without delay at of any unauthorised access or suspected compromise of its account. Accounts are personal to each User and may not be shared.

6. The Services

NABEL provides a platform that converts survey questionnaires into spoken conversations conducted by the AI Interviewer. Depending on the Order Form, the Services may include:

  • setup of the Study and adaptation of the questionnaire to an oral format;
  • Interviews by outbound or inbound telephone calls and by web interviews through the Participant’s browser and microphone;
  • sourcing of Participants through Panel Providers;
  • recording, transcription, structuring of answers, coding and analysis;
  • delivery of Results through the platform, exports or API.

NABEL may improve, modify or replace any component of the Services, including its speech, language-model and telephony providers, provided this does not materially degrade the Services ordered for a Study in progress.

7. Transparency towards Participants

The AI Interviewer always discloses to Participants, at the start of each Interview, that they are speaking with an artificial intelligence system, in line with Article 50 of Regulation (EU) 2024/1689 (the “AI Act”). The Customer may not ask NABEL to remove or disguise this disclosure, or to present the AI Interviewer as a human.

Before recording starts, the AI Interviewer informs Participants that the Interview is recorded, of the purpose of the Study and of the identity of the research sponsor or its agent as configured by the Customer. The Customer provides NABEL with the wording required by its own obligations as data controller.

8. Participant sourcing

When the Order Form includes sourcing, NABEL recruits Participants through Panel Providers on the Customer’s behalf. Feasibility, incidence and field duration estimates are indicative and depend on panel availability. NABEL does not guarantee that a target or quota will be reached within a given time.

NABEL applies quality controls to Interviews (screening, attention and consistency checks, detection of duplicates, fraud, silent or non-responsive calls). Interviews rejected under these controls are not counted as Completes and are not invoiced. The Customer may request the replacement of a Complete it considers invalid within 10 days of delivery, with a justified reason.

Panel Providers act under their own terms. NABEL is not liable for their acts or omissions beyond the selection and monitoring of the providers it uses.

9. Customer-supplied contacts and calling rules

When the Customer provides its own contact lists (for example, its customers, members or employees), the Customer warrants that:

  • it collected the contact data lawfully and informed the persons concerned that they may be contacted for research purposes;
  • the Study is genuine research and not marketing, sales prospection or fundraising disguised as a survey;
  • it has removed persons who objected to being contacted and complies with any opposition or do-not-call list applicable to the Study;
  • the calling windows, frequency and number of attempts set in the Order Form comply with the law and professional codes applicable in each country called.

NABEL may refuse, pause or limit calls it reasonably considers unlawful or likely to generate complaints, without liability.

10. Regulated and sensitive studies

The Customer is solely responsible for the regulatory compliance of the Study design and of any publication of Results. In particular:

Published opinion polls. Where the Customer intends to publish Results as an electoral or political opinion poll, it complies with French law no. 77-808 of 19 July 1977 and any applicable rules, including notification to the Commission des sondages.

Minors. Participants must be at least 18 years old unless the Order Form expressly provides otherwise and the Customer has secured the required parental consent and safeguards.

Sector rules. Studies in health, pharmaceuticals, financial services or other regulated sectors must comply with the rules applicable to those sectors, including adverse-event reporting when the Customer is subject to it.

11. Fees

Fees are set out in the Order Form. They may be charged per Complete, per Study, as a subscription, or as prepaid credits. Unless stated otherwise, fees are in euros and exclusive of VAT and any other applicable taxes, which are added at the rate in force.

Prepaid credits are valid for 12 months from purchase and are not refundable or convertible into cash, except where NABEL terminates without cause.

Subscriptions renew automatically for successive periods equal to the initial period unless either party gives notice at least 30 days before the renewal date. NABEL may change subscription prices at renewal with at least 60 days’ prior notice.

12. Invoicing and payment

Unless the Order Form provides otherwise: subscriptions are invoiced in advance; per-Study projects are invoiced 50% on order and the balance on delivery of the Results; per-Complete fees are invoiced monthly in arrears based on the Completes validated during the month.

Invoices are payable by bank transfer within 30 days of the invoice date. Any dispute must be raised in writing within 15 days of the invoice date, with reasons; undisputed amounts remain payable.

In accordance with Articles L. 441-10 and D. 441-5 of the French Commercial Code, any late payment automatically bears, without prior notice, late-payment interest at three times the French legal interest rate, plus a fixed indemnity of EUR 40 for recovery costs per unpaid invoice. NABEL may claim additional compensation on proof of higher recovery costs. No discount is granted for early payment.

If an invoice remains unpaid 15 days after a formal reminder, NABEL may suspend the Services, including Studies in progress, until full payment, without prejudice to its other rights.

13. Personal data

For Personal Data processed on the Customer’s behalf, in particular Participant Data and contact lists, the Customer acts as data controller and NABEL as processor within the meaning of Article 28 GDPR. That processing is governed by the DPA, which forms part of the Agreement. The DPA lists NABEL’s sub-processors, its technical and organisational security measures, and the rules on breach notification, international transfers, return and deletion of data.

NABEL acts as an independent controller only for the Personal Data of the Customer’s Users and contacts that it processes to manage the commercial relationship, and for its own security, fraud-prevention and billing purposes, as described in its Privacy Policy.

The Customer is responsible for having a lawful basis for each Study, for the information provided to Participants beyond the standard notices given by the AI Interviewer, and for handling Participants’ requests to exercise their rights. NABEL assists the Customer as provided in the DPA.

Unless the Order Form sets a different period, NABEL keeps audio recordings, transcripts and Results for one year after the end of the Study, then deletes or anonymises them. The Customer may export its Results at any time during that period.

14. Special categories of data

The Customer may not collect, through the Services, special categories of Personal Data (Article 9 GDPR), data relating to criminal convictions, or other highly sensitive data such as payment card or bank account numbers, unless:

  • the Order Form expressly identifies the categories concerned;
  • the Customer has a valid legal basis, including explicit consent where required; and
  • the DPA has been supplemented accordingly.

Political opinions and health-related questions asked in anonymous or aggregated opinion studies are allowed within these conditions. NABEL may refuse a Study whose risk profile it considers incompatible with its security measures.

15. Use of Participant Data by the Customer

The Customer uses Participant Data and Results only for research, insight and decision-making purposes consistent with the information given to Participants. In particular, the Customer does not:

  • use Participant Data to contact Participants for marketing or sales purposes;
  • attempt to re-identify Participants from de-identified or aggregated data, or from voice recordings;
  • publish recordings or transcripts that could identify a Participant without that Participant’s consent;
  • use recordings to create synthetic voices or voice clones of Participants.

16. Intellectual property

Customer. The Customer retains all rights in its Customer Content. Subject to full payment of the fees, the Customer owns the Results and may use them freely, subject to Articles 10 and 15.

NABEL. NABEL and its licensors retain all rights in the NABEL Materials. Adaptations of a questionnaire to an oral format belong to the Customer as part of the Results; the underlying methods, prompts, templates and know-how remain NABEL Materials.

Licence to the Customer. For the term of the Agreement, NABEL grants the Customer a non-exclusive, non-transferable, worldwide right to access and use the Services for its internal business purposes, within the limits of the Order Form.

Licence to NABEL. The Customer grants NABEL a non-exclusive, worldwide, royalty-free licence to host, copy, process, translate, adapt and transmit Customer Content solely to provide, secure and support the Services and as permitted by the DPA.

17. Artificial intelligence and model training

NABEL does not use Customer Content, Participant Data or Results to train or fine-tune foundation models, and does not allow its AI sub-processors to do so. NABEL does not use one customer’s Customer Content or Results to serve another customer.

NABEL may compute and use aggregated, anonymised metrics derived from the operation of the Services, such as call durations, completion rates, audio quality, latency and error rates, to operate, secure and improve the Services. These metrics do not identify the Customer, a Participant or the content of any answer.

AI-generated content, including follow-up questions, transcripts, codings and summaries, may contain errors or omissions. The Customer reviews the questionnaire as adapted by NABEL before launch and remains responsible for verifying Results before relying on them for material decisions.

18. Feedback

If the Customer or its Users provide suggestions or feedback about the Services, NABEL may use them freely and without restriction or compensation, without identifying the Customer.

19. Acceptable use

The Customer does not, and does not allow anyone to:

  • use the Services for telemarketing, sales prospection, debt collection, political canvassing, fundraising or any purpose other than genuine research presented as such to Participants;
  • configure the AI Interviewer to deceive, pressure, manipulate or exploit Participants, in particular vulnerable persons, or to impersonate a real person or organisation;
  • use the Services for automated decision-making producing legal or similarly significant effects on Participants;
  • submit content that is unlawful, defamatory, discriminatory, hateful, or that infringes third-party rights;
  • disrupt, overload or attempt to gain unauthorised access to the Services, or introduce malicious code;
  • reverse-engineer the Services, extract the prompts or models, or access the Services by automated means other than NABEL’s documented APIs;
  • use the Services to build or benchmark a competing product;
  • resell, sublicense or make the Services available to third parties, except for agencies running Studies for their own end clients in accordance with the Order Form;
  • use the Services in breach of applicable sanctions, export-control or anti-corruption laws.

20. Suspension

NABEL may suspend all or part of the Services, including a Study in progress, immediately and without prior notice if it reasonably believes that the Customer’s use breaches Articles 9, 10, 14, 15 or 19, creates a security or legal risk, or generates a significant volume of Participant complaints. NABEL informs the Customer promptly, limits the suspension to what is necessary and restores the Services once the issue is resolved.

21. Confidentiality

Each party keeps confidential all non-public information disclosed by the other party in connection with the Agreement, including Customer Content, Results, pricing, and the technical features of the Services. It uses such information only to perform the Agreement and discloses it only to its employees, contractors and advisers who need to know it and are bound by equivalent obligations.

These obligations do not apply to information that is or becomes public without fault of the receiving party, that it already knew or developed independently, or that it received lawfully from a third party. A party may disclose information when required by law or by a court, after notifying the other party where permitted.

These obligations continue for 5 years after the end of the Agreement.

22. Publicity

NABEL may name the Customer and display its logo as a customer reference on its website and commercial materials, in accordance with the Customer’s brand guidelines. The Customer may opt out at any time by writing to . Any case study or quotation requires the Customer’s prior written approval.

23. Service level

NABEL uses reasonable efforts to keep the platform available 24/7, excluding scheduled maintenance, which it announces in advance where possible, and incidents attributable to telecommunications operators, Panel Providers or the Customer. NABEL is bound by an obligation of means (obligation de moyens). Any specific service level or delivery deadline applies only if set out in the Order Form.

24. Warranties and disclaimers

Each party warrants that it has the authority to enter into the Agreement and will comply with the laws applicable to it. NABEL warrants that the Services will be performed with professional care and substantially in accordance with the Order Form. If they are not, NABEL will re-perform the non-conforming Interviews or Services at no extra cost, or, if that is not possible, refund the fees paid for them.

The Customer warrants that it holds all rights and authorisations needed for its Customer Content and contact lists and for the Study as designed.

Except as stated in this Article, the Services are provided as is, to the extent permitted by law. NABEL does not guarantee that the Services will be uninterrupted or error-free, nor that a sample will be statistically representative of a population unless expressly agreed in the Order Form. The interpretation of Results and the decisions based on them are the Customer’s sole responsibility.

25. Liability

Neither party is liable for indirect damage, including loss of profit, revenue, business, reputation or opportunity, or the cost of substitute services.

NABEL’s total aggregate liability arising out of or in connection with the Agreement, for all causes combined, is limited to the fees actually paid by the Customer under the Agreement during the 12 months preceding the event giving rise to the claim.

These limitations do not apply to liability for bodily injury, gross negligence (faute lourde) or wilful misconduct (faute dolosive), or to any liability that cannot be limited under French law. The parties acknowledge that the fees reflect this allocation of risk.

Any claim against NABEL must be brought within one year of the event giving rise to it.

26. Indemnities

By the Customer. The Customer indemnifies NABEL against any third-party claim, including from a Participant, a supervisory authority or a telecommunications regulator, arising from (i) Customer Content or contact lists; (ii) the design, purpose or publication of a Study; or (iii) a breach of Articles 9, 10, 14, 15 or 19.

By NABEL. NABEL indemnifies the Customer against any third-party claim alleging that the NABEL Materials, as provided by NABEL, infringe that third party’s intellectual property rights. NABEL may, at its option, obtain the right for the Customer to continue using them, modify them to be non-infringing, or terminate the affected Services and refund prepaid fees for the unused period.

The indemnified party notifies the other promptly, gives it control of the defence and cooperates reasonably.

27. Term and termination

The Agreement starts on the date the Customer accepts these Terms or an Order Form and continues until all Order Forms have ended. Each Order Form runs for the term or Study it specifies.

Either party may terminate an Order Form by registered letter or email with acknowledgement of receipt if the other party commits a material breach that it fails to remedy within 30 days of notice. NABEL may terminate immediately in case of a serious breach of Articles 9, 10, 14, 15 or 19.

If the Customer cancels a Study after launch, the Completes already obtained and the setup fees remain due. Cancellation before launch entitles NABEL to the setup fees stated in the Order Form.

On termination, the Customer’s access ends, amounts due become payable, and the Customer has 30 days to export its Results. Personal Data is then returned or deleted in accordance with the DPA. Articles 12, 15 to 18, 21 and 24 to 30 survive termination.

28. Force majeure

Neither party is liable for a failure or delay caused by a force majeure event within the meaning of Article 1218 of the French Civil Code. This includes, to the extent they meet that definition, large-scale outages of telecommunications networks, hosting or AI providers, and government measures. The affected party notifies the other promptly. If the event lasts more than 30 days, either party may terminate the affected Order Form without compensation.

29. General provisions

Changes to these Terms. NABEL may update these Terms by publishing a new version on its website. Changes apply to Order Forms signed after publication. For ongoing subscriptions, material changes apply at the next renewal, after at least 30 days’ notice.

Assignment. Neither party may assign the Agreement without the other’s consent, except to a successor in a merger, acquisition or sale of all or substantially all of its business, on written notice.

Subcontracting. NABEL may use subcontractors and sub-processors and remains responsible for them, subject to the DPA.

Independent parties. Nothing in the Agreement creates a partnership, agency or employment relationship.

Entire agreement. The Agreement is the entire agreement between the parties on its subject and supersedes prior discussions.

Severability and waiver. If a provision is held invalid, the rest remains in force. Failure to enforce a provision is not a waiver.

Notices. Notices are sent by email to the addresses given in the Order Form, or by registered letter to the registered office.

Electronic evidence. The parties accept platform logs, electronic acceptance and emails as evidence between them.

Language. These Terms are drafted in English. If a French translation is provided, the English version prevails.

30. Governing law and jurisdiction

The Agreement is governed by French law. The parties will try to settle any dispute amicably for 30 days after written notice. Failing that, any dispute relating to the formation, interpretation, performance or termination of the Agreement falls under the exclusive jurisdiction of the commercial courts of Paris, including in case of multiple defendants or third-party claims.

31. Contact

NABEL SAS
14 avenue du Général de Gaulle
94160 Saint-Mandé, France

Email: , including for data protection requests and security incidents.

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