Terms of Service

Last updated: 6 May 2026

These Terms govern your access to and use of Keen. By creating an account or using the Service, you agree to them. Please read them carefully — and reach out if anything is unclear.

1. Who these terms are with

These Terms are a binding agreement between you (and the organisation you represent, where applicable) and MindSpyr Pty Ltd, a company incorporated in the Republic of South Africa, which operates the Keen platform (“Keen”, “we”, “us”, “our”).

If you accept these Terms on behalf of an organisation, you confirm that you have authority to bind that organisation, and “you” refers to both you and that organisation.

2. The Service

Keen is a customer experience platform that helps organisations listen to their frontline teams and turn what those teams already know into action. The Service includes our web applications, mobile applications, APIs, and any related tools and content we make available at keen.cx.

3. Accounts & access

• You must be at least 16 years old and able to form a binding contract to use Keen.
• You are responsible for the accuracy of the information you provide and for keeping your account credentials confidential.
• You are responsible for all activity under your account, including activity by users you invite to your workspace.
• You agree to notify us promptly at security@keen.cx of any suspected unauthorised access.

4. Acceptable use

You agree not to:

• Use the Service in violation of any law or third-party right.
• Upload malicious code, attempt to probe, scan, or test the security of the Service without authorisation, or interfere with its operation.
• Reverse engineer, decompile, or attempt to extract the source code of the Service, except where applicable law permits.
• Use the Service to harass, threaten, defame, or discriminate against any individual or group.
• Resell, sublicense, or otherwise commercialise the Service without our prior written consent.
• Use the Service to build a competing product or to benchmark for a competitor.

5. Customer data & privacy

“Customer Data” means content and information that you or your users submit to the Service, including recognitions, observations, impact updates, and feedback. As between you and us, you retain all rights in your Customer Data.

You grant us a worldwide, non-exclusive licence to host, copy, process, transmit, and display Customer Data solely as needed to provide the Service, support you, ensure security, and comply with the law. We will not sell Customer Data, and we will not use it to train third-party generative AI models.

Our handling of personal information is described in our Privacy Policy, which is incorporated into these Terms. Where we process personal information on your behalf, we act as a processor (or “operator” under POPIA) and you act as the controller. A data processing addendum is available on request from privacy@keen.cx.

6. Intellectual property

The Service, including all software, designs, text, graphics, and the Keen brand, is owned by MindSpyr Pty Ltd or its licensors and is protected by intellectual property laws. We grant you a limited, revocable, non-exclusive, non-transferable right to access and use the Service in accordance with these Terms.

If you submit feedback, ideas, or suggestions about the Service, you grant us a perpetual, royalty-free licence to use them without obligation to you.

7. Fees, billing & trials

• Paid plans are billed in advance on the cycle you select (monthly or annual). Fees are non-refundable except where required by law.
• You authorise us and our payment processor (PayFast and/or Stripe) to charge the payment method you provide for all applicable fees and taxes.
• If a payment fails, we may suspend or downgrade the Service after reasonable notice.
• Free trials and starter plans, where offered, are subject to the limits described at sign-up. We may modify or discontinue free offerings at any time.
• Fees may change with at least 30 days' notice; changes take effect on your next renewal.

8. Beta features

We sometimes label features as “beta”, “preview”, or “experimental”. These features are provided as-is, may change or be removed at any time, and are not covered by any service-level commitment.

9. Third-party services

The Service may interoperate with third-party products (for example, SSO providers, HRIS systems, or payment processors). Your use of those products is governed by their own terms. We are not responsible for third-party services and do not warrant their performance or availability.

10. Term, suspension & termination

These Terms remain in effect while you use the Service. You may stop using the Service at any time and may close your workspace from within Keen or by contacting us.

We may suspend or terminate your access if you materially breach these Terms, if your use creates risk for us or other users, or if we are required to do so by law. Where reasonably possible, we will give you notice and an opportunity to cure.

On termination, your right to use the Service ends. We will make Customer Data available for export for at least 30 days after termination, after which we will delete or anonymise it in line with our retention practices.

11. Warranties & disclaimers

We provide the Service with reasonable skill and care. Except as expressly stated in these Terms, the Service is provided “as is” and “as available”, without warranties of any kind, whether express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, non-infringement, and uninterrupted or error-free operation, to the maximum extent permitted by law.

12. Limitation of liability

To the maximum extent permitted by law, neither party will be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, or goodwill, arising out of or related to these Terms or the Service.

Each party's total aggregate liability arising out of or relating to these Terms will not exceed the greater of (a) the fees you paid to us for the Service in the 12 months immediately preceding the event giving rise to the claim, or (b) ZAR 5,000.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for fraud, gross negligence, or wilful misconduct.

13. Indemnity

You agree to indemnify and hold harmless MindSpyr Pty Ltd, its affiliates, and personnel from any third-party claims arising out of (a) your Customer Data, (b) your use of the Service in breach of these Terms or applicable law, or (c) your violation of any third-party right.

14. Governing law & disputes

These Terms are governed by the laws of the Republic of South Africa, without regard to its conflict-of-laws rules. The parties submit to the exclusive jurisdiction of the courts of South Africa for any disputes arising out of or in connection with these Terms, except that either party may seek injunctive relief in any court of competent jurisdiction to protect its intellectual property or confidential information.

15. Changes to these terms

We may update these Terms from time to time. When we make material changes, we will update the “Last updated” date at the top and, where appropriate, give notice through the Service or by email. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

16. Contact

Questions about these Terms?
Email: hello@keen.cx
Postal: MindSpyr Pty Ltd, South Africa.