Terms of Service and Order Terms

1. Who we are

The Services are provided by Metodix Oy (business ID 1036015-7), Elosalamantie 4 F 97, 02100 Espoo, Finland. Email info@metodix.fi, phone +358 40 865 6560. In these terms, Metodix Oy is called Metodix or we, and Delphi Pronoia, the Metodix Delphi plugins, credits and expert services together are called the Services.

2. Who these terms apply to

These terms apply to every order, whether placed online or by invoice, and to everyone who uses the Services. The customer is the person or organisation that places the order. A business customer is a company, a public body or another organisation, or a person acting in the course of their business. A consumer is a natural person acting primarily for purposes outside their business.

Nothing in these terms limits the rights a consumer has under mandatory Finnish consumer protection law. Where a signed agreement or an order confirmation with a business customer differs from these terms, the agreement or the confirmation prevails.

3. The Services

• Delphi Pronoia is a web platform for running Delphi studies. The package determines the number of seats (people who run studies), the number of active studies, the monthly credit allowance and the support level, as shown in the price list at pronoia.fi/pricing on the day of the order. Panelists, theses, rounds and viewer access are unlimited in every package.
• The Student package is sold at the price shown in the price list. For students and teachers of an educational institution that has an agreement with Metodix on the use of Delphi Pronoia, the Student package is free of charge and is opened under that agreement. Metodix may ask for proof of student or teacher status and may close a free Student account that no longer meets these conditions, with 30 days' notice.
• Credits pay for AI features: AI panelists, Round 0 conversations and the coding of responses. The monthly allowance included in a package is used first, expires at the end of each calendar month and cannot be transferred. Purchased credits are used after the allowance and remain valid for 24 months from the purchase. If you place a new order before purchased credits expire, we transfer the unused credits to the new subscription period on request, free of charge; expired credits are not restored. Credits have no cash value and are refunded only as the Cancellation and Refund Policy states.
• A plugin licence covers one named user per installation for the licence period. It gives the right to install and use the plugin and to receive updates through the distribution channel. The plugins run in the customer's own Claude environment, and their AI use is subject to the customer's own agreement with Anthropic. When the licence ends, the user is removed from the distribution channel, the right to use the plugin ends, and the customer must promptly uninstall and delete the plugin files from their environment.
• Packages marked as pilot contain parts that are still being validated. They are sold at the pilot price shown in the price list. The synthesis step always requires approval by a person.
• Expert services are delivered as described in our written quote or order confirmation. Prices shown as “from” are starting points, and the final price is confirmed in the quote.

4. Ordering and the contract

For an online order, the contract is formed when the payment is confirmed and we send you an order confirmation by email. For an order by invoice, the contract is formed when we confirm the order in writing. We may decline an order, for example if the details are incomplete.

When you order online, you expressly request that access to the Services opens immediately after payment. If you order a plugin as a consumer, you also expressly consent to immediate delivery and acknowledge that you thereby lose your statutory right of withdrawal for the plugin. The order confirmation email repeats this and includes these terms and the Cancellation and Refund Policy. We keep a durable record of your acceptance and of each express request and consent you give at checkout (time, the choices you made and the version of the terms), and we provide a copy of that record to you on request.

A free trial lasts 14 days and includes 500 credits; during a campaign it may last 30 days and include 1,000 credits. A trial ends automatically, and you are never charged for it.

5. Prices and payment

• Prices are those in the price list on the day of the order. Prices exclude VAT, which is added at the applicable rate. Consumers see the price including VAT before they pay.
• Business customers in another EU country with a valid VAT number are invoiced without Finnish VAT under the reverse charge.
• All fees are paid in advance for the subscription period.
• Card and MobilePay payments are processed by Stripe. Metodix does not receive or store card details.
• Invoices are payable within 14 days net. Late payments accrue interest under the Finnish Interest Act. If an invoice is still unpaid 14 days after a reminder, we may suspend access until it is paid. Before suspending a consumer's access we send a reminder that states the reason and gives a reasonable additional time to pay; suspension affects access only, and no data is deleted because of it.
• If an invoice issued under the reverse charge is later found to have been based on an invalid VAT number, we issue a supplementary invoice for Finnish VAT.
• Public-sector customers get access when they order; other customers get access when the payment has been received.

6. Subscription period and renewal

A subscription lasts one year or three months from the day access is opened. It does not renew automatically, and you are not charged again without a new order. We send a renewal reminder before the period ends.

When a paid subscription period ends without renewal, the account remains active as a free account with the limits of the Student package (one seat, one active study). No data is deleted at that point: studies above those limits become read-only, and you can export your data. We keep the data on your free account for at least 12 months after the paid period ends, unless you close your account or ask us to delete it sooner. If a free account has been completely inactive for 12 months, we may close the account after notifying you, after which the data is deleted in accordance with section 14.

7. Discounts, campaigns and the price guarantee

• Universities, colleges and other non-profit organisations get −30% off the list price. We may ask for evidence of non-profit status.
• Campaigns are valid on the dates shown in the price list. They do not combine with each other or with pilot, partner or non-profit discounts, and the customer always gets the lowest price. A campaign price applies to the first subscription period only.
• An order placed during the transition period from 1 November 2026 to 31 July 2027 keeps its price for 24 months, even if the list price rises.
• Pilot and partner terms are agreed in writing.

8. Your responsibilities

• Keep your account details correct and your sign-in details safe. A seat is personal and may not be shared.
• Use the Services lawfully and as intended. Do not try to bypass usage limits or security, overload the Services, or reverse engineer the software.
• You are responsible for your studies: their research ethics, having the necessary rights to the material you upload, the information given to panelists and the legal basis for processing their personal data. If you add AI panelists, Pronoia marks their content, and you remain responsible for telling panelists that AI panelists take part.

9. Data and data protection

You own your study data. For the personal data of panelists in your studies, you are the controller and Metodix is the processor. Organisations sign a separate data processing agreement. Where no separate agreement exists, the following terms apply:

• We process the data only to provide the Services and only on your documented instructions, which are these terms and the settings you choose in Pronoia. If we consider that an instruction infringes the GDPR or other Union or Member State data protection provisions, we inform you without delay before carrying it out.
• The Services are hosted in the EU/EEA, and backups are kept for at most 30 days. The current hosting location is stated in the Privacy & AI notice; a change of hosting location is a sub-processor change and follows the notice procedure below. The sub-processors are listed in the Privacy & AI notice, and we tell you at least 30 days before we add a new one. We remain responsible for our sub-processors' compliance. If you have a legitimate data protection reason to object to a new sub-processor, you may terminate the contract before the change takes effect.
• Everyone who processes the data is bound by confidentiality, and we maintain appropriate technical and organisational security measures.
• We notify you without undue delay of a personal data breach, and we help you respond to requests from data subjects and fulfil your statutory obligations regarding security, data protection impact assessments and prior consultations.
• Your data is never used to train AI models. Our sub-processors are contractually prohibited from using customer data to train AI models; if this prohibition is breached, we promptly replace the sub-processor and inform the affected customers.
• Some sub-processors store or process personal data outside the EU/EEA: our AI sub-processor, as described in section 10, and our email delivery provider, whose logs and delivery records are held in the United States. Those transfers rely on standard contractual clauses and, where applicable, the EU-U.S. Data Privacy Framework. The Privacy & AI notice names each sub-processor and where it keeps data, and we document the transfer impact assessment. If your organisation requires that no personal data leaves the EU/EEA, tell us before ordering: we will say what we can and cannot do.
• When the contract ends, or when a paid period ends without renewal and you instruct us to delete the personal data, we return or delete the data as section 14 describes. On request, we provide the information needed to show compliance with this section and allow for and contribute to reasonable audits conducted by you or a mandated auditor at your expense. An audit requires 30 days' written notice, takes place at most once in any 12-month period unless a supervisory authority requires otherwise or a personal data breach has occurred, and you share the findings with us. We may satisfy the audit obligation by providing an independent security certification or audit report.

How we process the personal data of account holders is described in the Privacy & AI notice.

10. AI features

AI output can be incomplete or wrong. It is an aid to your work, not a conclusion, and you are responsible for how you interpret and use it. You choose the AI level for each study, including no AI at all. AI processing takes place in Anthropic's API outside the EU, protected by standard contractual clauses. The AI cost is shown for each study, and you can set a ceiling.

11. Availability, changes and support

We aim to keep the Services available at all times but do not guarantee uninterrupted service. A service level is agreed only for the Consortium package. We announce planned maintenance in advance where possible.

We develop the Services continuously. During a paid period we do not materially reduce the core features of the package you have paid for. For consumers, we also provide the updates necessary to keep the Services in conformity during the contract period, and consumers have the statutory remedies for lack of conformity under the Finnish Consumer Protection Act. Support is provided at the level of your package as shown in the price list.

12. Intellectual property

The original copyright in the Delphi Pronoia software belongs to H.Linturi Oy (business ID 0674098-2). Metodix holds the full operating rights to Delphi Pronoia, including the right to sell and distribute it. Metodix owns the plugins and their documentation. You receive a non-exclusive, non-transferable right to use them for the subscription or licence period. Method library texts marked with a Creative Commons licence may be used under that licence. Feedback you give us is provided free of charge, and Metodix may freely use, reproduce and implement it without any obligation to you.

13. Liability

For business customers, our total liability is limited to the fees paid for the Service concerned in the 12 months before the claim, and we are not liable for indirect or consequential loss, such as lost profit or lost data beyond restoring it from the latest available backup. These limits do not apply to damage caused intentionally or through gross negligence.

For consumers, liability is determined by mandatory law. Neither party is liable for delays or failures caused by events beyond its reasonable control.

14. Suspension and termination

We may suspend access if a payment is overdue, if these terms are seriously breached, or if it is needed to protect the security of the Services. We tell you why.

Either party may terminate the contract if the other party materially breaches it and does not remedy the breach within 14 days of a written notice. If we end a service without such a reason, we refund the unused part of the prepaid fee. Other refunds are set out in the Cancellation and Refund Policy.

After the contract or your account is terminated, you can export your data for 30 days. After that we delete it within 90 days, unless the law requires us to keep it. Ending a paid period without renewal (section 6) is not a termination: the retention rules of section 6 apply.

15. Changes to these terms

We announce changes by email and on this page at least 30 days before they take effect. A change does not affect the price of a period you have already paid for. A customer who does not accept a material change may terminate the contract with effect from the date of the change and receive a pro-rata refund of any prepaid fees for the remaining period. A change never reduces the statutory rights of a consumer.

16. Language, governing law and disputes

These terms, the Cancellation and Refund Policy and the price list are published in English, and the English text is the only binding version. We do not publish translations of the terms. The short summaries of consumer rights shown in Finnish and Swedish are provided for convenience only; they are not part of the contract and do not replace or override the English text. Mandatory consumer protection rules apply regardless of the language of the terms.

These terms are governed by Finnish law. We try to settle disagreements by negotiation first. Otherwise disputes are settled in the District Court of Helsinki.

A consumer may also bring a dispute to the Finnish Consumer Disputes Board (kuluttajariita.fi) after first contacting the consumer advisory service, and may bring a claim in the district court of their own place of residence.