Terms of Service

01Who provides Remoqa

The Services are provided by LIFTSOFT LLC, referred to as Remoqa, we, us or our. You means the individual using the Services. If you administer devices or an organisation, you must also have authority for that activity. Purchases are available only to individuals as described in section 8.

Location: Krasnoyarsk, Russia. Company registration number: 1222400024329. Tax identification number: 2462073857. General and legal contact: [email protected]. Billing and refund contact: [email protected].

The seller of paid subscriptions is [SELLER LEGAL NAME FULL POSTAL ADDRESS AND CONTACT DETAILS]. The seller's identity and contact details will be clearly provided before you place an order.

02Scope and acceptance

These Terms apply to free and paid use, subject to the features and limits of the relevant offering. Your order or plan description identifies the service purchased, its price, duration and applicable limits. A separate written agreement takes precedence only for the matters it expressly changes. Mandatory rights under applicable law continue to apply.

For a cabinet account, you accept these Terms by selecting the acceptance control and submitting registration. A purchase is a separate transaction: you review the plan, period, total price and any renewal choice, then submit the purchase authorisation. Paid access starts when payment or a sufficient balance debit is confirmed, unless the order states a later start. We provide payment and activation information through the cabinet and service email. Any additional agreement required for installation, guest access or a particular feature must be presented before that agreement is relied on. Simply visiting the informational website does not authorise a purchase or recurring payment.

You must have legal capacity to enter into the relevant contract, or the required authorisation or representation from a parent or legal guardian. Minors may use Remoqa with permission from a parent or legal guardian where local law permits. The parent or guardian is responsible for reviewing these Terms, authorising and supervising the minor's use, and entering into or approving the contract on the minor's behalf where required by law. Remoqa does not provide a dedicated in-product process for collecting or verifying this permission to use the Services. Permission to use Remoqa does not itself authorise a purchase or recurring payment; those require the separate authorisation required by law and these Terms. Mandatory obligations imposed on Remoqa concerning children's personal data remain applicable, as described in the Privacy Policy. If local law does not allow the proposed use or purchase on this basis, the relevant feature or transaction must not be used.

You must have authority to act for an organisation if you represent one. Remoqa is intended for users worldwide, and we do not impose our own country-based restrictions on registration or purchases. Access and payment remain subject to applicable law and the availability and requirements of the relevant payment provider. Worldwide availability does not guarantee that every payment method is supported in every country.

03Accounts and organisations

Some features require an account and a verified email address. Provide accurate information and keep it current. Protect passwords, device credentials and recovery information, use the access controls available to you, and contact [email protected] promptly if you suspect unauthorised access. Your responsibility for misuse is determined by your conduct and applicable law; you are not automatically liable for every action taken through a compromised account.

Organisation owners and authorised administrators can manage memberships, permissions and devices within their roles. Depending on permissions and the plan, they can view connection history, audit events and billing information. An organisation must authorise its administrators, inform affected users about its use of Remoqa, and remove access when it is no longer needed.

Guest browser screen sharing may be used without registration. Guest use still requires permission to share the device's screen. Starting a remote connection as a viewer requires a cabinet account. Google sign-in is available only where enabled and presented in the relevant interface; you must also satisfy the provider's own eligibility rules. Using Google sign-in does not give you additional device permissions or a paid plan.

04Software licence

For the duration of your permitted use, we grant you a limited, non-exclusive licence to download, install and run the Remoqa applications we supply on devices you own or are authorised to use, and to use the browser software as needed to access the Services. The licence permits the personal or business purposes allowed by your plan, within its device, user and concurrent-connection limits. It does not transfer ownership of the software.

The licence applies in the countries where we lawfully offer the relevant software. Free software or features carry no licence fee unless clearly stated before use; for paid features, the licence fee is included in the disclosed plan or purchase price unless your order expressly identifies a separate fee. Rights to subscription-only features end when the subscription ends, subject to applicable law and any agreed transition period.

• You may make installation and backup copies reasonably needed for permitted use and any other copies allowed by applicable law.
• You may not sell, rent, sublicense or redistribute our proprietary software, offer it as a separate service to third parties, remove proprietary notices, or bypass plan and access restrictions without our written permission, except where applicable law grants you the relevant right.
• Restrictions on modifying, decompiling or reverse engineering apply only to the extent permitted by law. They do not restrict mandatory rights concerning interoperability, error correction, security research or other statutory exceptions.
• Third-party and open-source components remain subject to their own licences. Those licences govern the relevant components to the extent they grant additional rights or conflict with these Terms.

Browser access requires a compatible browser and the permissions needed for the selected function; screen sharing requires you to select what to share through the browser's permission prompt. The software licence covers Remoqa applications and updates that we make available under these Terms and is not limited to a particular version number. Supported operating systems, compatibility, minimum requirements and available features will be described with the application or on its official download page before installation, and before purchase where relevant to the paid service. Official downloads will be linked from the Remoqa website. Your licence is personal and may not be assigned to another person without our written agreement, except where applicable law grants that right. Additional charges or restrictions must be disclosed before purchase.

05Remote access and permission

Only connect to a device, share its screen or give someone control when you have lawful authority to do so. Obtain the permissions required from the device owner, affected users and any organisation whose systems or information are involved. A connection code or saved credential does not by itself establish legal authority.

Depending on the client and permissions enabled, a connection can expose screen content and may allow remote input, audio, clipboard exchange or file transfer. Browser screen sharing and native application capabilities can differ. Enable only the access needed, check the identity of the other participant and stop the connection when permission ends. Unattended access requires continuing authorisation and appropriate protection of its credentials.

If you use Remoqa for employees, customers or other third parties, you are responsible for the notices and permissions required for your activity. Do not use Remoqa for covert monitoring or unauthorised access. Close unrelated sensitive material before sharing a screen and maintain appropriate backups of information you control.

Remoqa is not an emergency service and is not supplied as a certified safety system. Do not rely on it as the sole control or safeguard where a delayed, interrupted or incorrect remote action could cause injury or serious property damage. Anyone using remote access in a regulated or safety-critical environment must independently ensure the required authorisations, safeguards and suitability.

06Acceptable use

Use the Services lawfully and respect other people's rights and security. In particular, do not:

• Use remote access to commit fraud, impersonate support staff, steal credentials, obtain unauthorised payments, distribute malware or access information without permission.
• Harass people, conduct unlawful surveillance, or share content in a way that infringes privacy, confidentiality or intellectual-property rights.
• Defeat authentication or encryption, exploit other users' devices, or interfere with the availability of the Services. Lawful testing requires appropriate authorisation and must respect mandatory legal exceptions.
• Resell access, evade paid limits or use relay resources for unrelated traffic unless the applicable plan or a written agreement permits it.

Report suspected abuse or a vulnerability to [email protected]. Provide only the information necessary to investigate, and do not access or disclose other people's data to demonstrate an issue.

07Free and paid plans

The plan or order shown to you specifies the available features and any limits on users, devices, simultaneous connections, relay use, storage or audit history. Do not assume that a capability shown in a preview is included in a released plan. The subscription catalogue is set out below. Prices are in US dollars and exclude applicable taxes. Monthly and annual amounts are the total price for the selected billing period.

• Free includes 3 registered devices and 1 concurrent session, subject to the usage limits shown in the cabinet.
• Personal includes 5 registered devices and 2 concurrent sessions.
• Team includes 50 registered devices and 5 concurrent sessions. The Team name describes the plan's features; paid subscriptions remain available only to individual purchasers under section 8.

The free plan has no time limit and does not automatically convert to a paid subscription. Moving to a paid plan requires you to choose that plan and authorise the purchase. Where offered, the current Team trial lasts 14 days, is available once per eligible personal account with a verified email address, and does not require a payment card. At its end, access returns to Free unless you independently purchase a paid plan. The trial does not add bonus money to your balance.

Paid subscriptions are available for monthly or annual billing periods. The selected period, price and included features are shown before purchase. The renewal terms in section 9 apply to any authorised automatic renewal of an existing paid subscription.

Additional device packs, concurrent-session packs and Extended audit require an active paid Team plan and are charged separately from that plan. Device and session prices are per pack. Private relay also requires an active paid Team plan, is charged separately, and requires you to provide and maintain the hosting infrastructure at your own cost. Add-on terms, eligibility and any separate renewal choice are shown before purchase. SSO / Active Directory / LDAP is planned at $19.00 per month or $190.00 per year before taxes and is not currently available for purchase.

Preview and beta features may change or be withdrawn as explained when offered. This does not remove mandatory rights or allow us to disregard a paid commitment. Any separate preview or beta terms must be shown before you choose that feature and cannot remove mandatory consumer rights.

08Paid services and payment

Paid subscriptions are purchased only through the Remoqa account cabinet and are available only to individual purchasers. Purchases by companies or other legal entities are not offered. Prices and payments are in United States dollars (USD).

Before you order, we will identify the seller, the purchased plan or add-on, the total price, applicable taxes and charges, the billing period, the service start or activation conditions and any renewal commitment. The catalogue prices in section 7 exclude applicable taxes; any taxes and the total amount payable will be shown before you authorise payment. Only methods actually offered in the cabinet checkout are available; a provider logo does not guarantee support for a particular card, bank or country.

IntellectMoney is the selected payment service provider for international payments. The applicable payment entity, methods and data handling are identified in the payment information in our Privacy Policy and must be disclosed for the method offered at checkout. You authorise the payment described at checkout using a payment method you are entitled to use. The applicable payment terms and privacy notice will be identified during purchase. The payment provider's involvement does not remove the seller's or our obligations under the applicable contract and law.

Where a prepaid account balance is offered, it is applied to eligible Remoqa purchases or authorised renewals. Unused prepaid funds have no time-based expiry while the account is active or eligible for restoration, and cannot be transferred to another user or account. We do not currently offer free bonus funds. You may request a refund of unused prepaid funds in connection with final account closure by contacting [email protected] before closure becomes final. We will return the unused purchased balance in response to that request. This concerns funds not yet spent on a purchase; refunds for a subscription or add-on already purchased are governed by section 10. Final-closure treatment is described in section 14, subject to mandatory repayment rights.

A paid plan starts after confirmed payment or balance debit. The current cabinet does not replace an active paid plan with another paid plan mid-period. You can cancel renewal and keep the current plan until the period ends, or choose the available immediate return to Free; ending access early does not itself create a prorated refund. Add-ons are separate purchases with their own period and eligibility. An unpaid initial checkout does not activate paid access. A pending renewal may retain the existing plan while payment is being resolved; a confirmed terminal payment failure can end that plan and return the account to Free, with a service notification. We will not impose a charge that was not disclosed and authorised as required by law.

09Automatic renewal

Monthly and annual subscriptions renew automatically only after your separate agreement to renewal in the cabinet purchase flow. Selecting a paid plan or saving a payment method alone is insufficient. Before you agree, we must disclose the interval, amount or calculation method, payment source and cancellation procedure. Resuming a cancelled renewal also requires your agreement. You can review the renewal status in the cabinet's billing area.

An authorised renewal first uses the available account balance. If the balance is insufficient, a separately enabled saved-payment arrangement may collect the amount needed to cover that renewal. It must not make an unrelated top-up or charge outside your authorisation. Availability of saved-method charging depends on the payment method actually offered. Add-ons have separate renewal controls; their current renewal mechanism uses the account balance.

To prevent the next renewal, cancel it in the cabinet's billing area before the renewal is processed at the end of the current period. The cabinet records the cancellation and we send a service-email confirmation stating the period end. Contact [email protected] if the control is unavailable or you believe cancellation has not been recorded. Unless you choose the available immediate return to Free or law requires otherwise, paid access continues until the period end. Closing an app or uninstalling it does not cancel renewal. Check any separately purchased add-on renewal controls as well.

We will notify you by service email at least 30 calendar days before a subscription price change applies to your renewal. The notice will identify the new price, the reason for the change, the first affected renewal date and how to cancel automatic renewal. The new price applies only from the first scheduled renewal after the full 30-day notice period has elapsed. Your current paid period keeps its agreed price, and any renewal during that notice period uses the existing price. You may cancel automatic renewal before the first renewal at the new price. Where applicable law requires a longer notice period or fresh agreement to the change, we will comply before charging the new price.

The current service sends a reminder during the three days before an upcoming subscription renewal. A pending renewal is checked periodically; the current implementation schedules retries at hourly boundaries and avoids creating a new charge while a previous attempt is unresolved. The final retry limits and any grace-period deadline for the selected international payment method are [INTELLECTMONEY RENEWAL RETRY LIMITS AND GRACE PERIOD]. A reminder or retry does not extend the scope of your payment authorisation.

10Cancellation and refunds

You may cancel future renewal as described above. For cancellation of an order, an immediate plan change, a refund or an incorrect charge, contact [email protected] and provide the account and transaction reference, but not your full card details or password.

To the extent permitted by applicable law, subscription and add-on payments are non-refundable. We do not offer a voluntary money-back guarantee or full or partial refunds solely because you change your mind, stop using the Services or cancel future renewal. This applies to both initial purchases and authorised renewals. Cancelling renewal prevents future renewal charges and normally leaves access available until the end of the paid period; it does not itself create a right to a refund for that period.

This policy does not exclude or restrict mandatory rights to withdraw, cancel, receive a price reduction or obtain a refund, including remedies for non-delivery, defective or non-conforming services and incorrect or unauthorised charges where applicable. It does not override any express refund commitment in your order. We will provide any refund required by law within the applicable legal deadline. To request such a remedy, contact [email protected]. Treatment of unused prepaid account balances is addressed separately in section 8.

Where EU or UK distance-contract rules give you a withdrawal right, the usual period for a service is 14 days from conclusion of the contract. To exercise it, send a clear withdrawal statement to [email protected] or the seller's postal address in section 1 before the deadline; no reason is required. A longer period applies where the law extends it, including for missing required information. For a valid withdrawal under these EU or UK rules, we reimburse the amounts due without undue delay and no later than 14 days after receiving your notice, by the original payment method unless you expressly agree otherwise, without a refund fee.

If you expressly request an early start during a withdrawal period, a proportionate charge for service already supplied is payable only where the law permits and the required information and choices were provided. Starting an ongoing subscription does not by itself remove the withdrawal right. A service-related right can end on full performance only under the applicable statutory conditions. Different rules can apply to separately supplied digital content: any required express consent, acknowledgement and durable confirmation must be obtained before supply begins. These Terms alone are not such consent or acknowledgement.

You may use this optional withdrawal form or any other clear statement: To the seller identified in section 1, via [email protected] or its postal address: I give notice that I withdraw from my contract for the following service. Service and order reference: ____. Date ordered: ____. Consumer name: ____. Consumer address: ____. Date: ____. Signature, only if sent on paper: ____. Delete items that do not apply. A request for an order reference helps identify the purchase and does not invalidate an otherwise clear withdrawal notice.

Outside those rules, any mandatory local cancellation, refund or digital-service remedy still applies. Our no-voluntary-refund policy does not shorten a statutory period or make our permission a condition for exercising a legal right.

11Availability updates and support

The Services depend on compatible devices, network connectivity, operating-system permissions and available infrastructure. A connection may use a direct path or a relay server. We do not promise uninterrupted service or a particular latency unless a separate service commitment expressly provides it. Mandatory requirements concerning quality, conformity and remedies remain applicable.

We may provide maintenance and software updates, including security updates. We will explain material changes affecting a paid service and provide notice, choices or remedies where required by law. Do not disable security protections to continue using an unsupported version.

Support is available at [email protected] from 09:00 to 18:00, Monday to Friday, in UTC+7. We guarantee an initial response no later than the end of the next support working day after receiving your request. A support working day is Monday to Friday in UTC+7. The response commitment covers an initial reply; the time needed to resolve an issue depends on its nature. Compatibility information for each native release is identified in section 4. We provide security and conformity updates as required by the applicable contract and law. Any additional uptime, maintenance or support commitment must be expressly included in the relevant order. If we discontinue a paid feature or the Services, we will address unused paid periods and data access in accordance with your contract and applicable law.

We send service emails through Plunk Cloud to administer your account and purchases, protect security and communicate material service changes. We do not currently send promotional emails and do not enable tracking of email opens or link clicks in service messages. Our Privacy Policy explains the relevant data processing.

12Content and intellectual property

We and our licensors retain rights in Remoqa software, branding and materials. You and the relevant rights holders retain rights in content accessed or transmitted through the Services. You authorise the processing and transmission necessary to carry out the functions you request, subject to applicable law and the relevant privacy and data-processing terms. This does not give us ownership of your content.

Links, third-party sign-in and payment providers have their own terms for their services. We are responsible for our own conduct and representations. When we distribute third-party components, we will provide the required copyright, attribution and licence notices with the application or at a location identified in it. Where a component licence requires corresponding source code or a written source-code offer, we will provide it in the form and for the period required by that licence. Those component licences are not replaced by these Terms.

13Privacy and business data

Our Privacy Policy at remoqa.com/privacy explains account, device, connection, payment and other personal-data processing. The Cookie Policy at remoqa.com/cookies describes storage on the informational landing; the Privacy Policy also addresses storage used by the cabinet and browser tools. Accepting these Terms is not consent to optional analytics or other processing requiring a separate choice.

An organisation is responsible for its own use of personal data on managed devices and in sessions, even when an individual purchases the plan. Where Remoqa processes personal data on that organisation's instructions, applicable data-processing terms must be agreed before that processing. Those terms must address instructions, confidentiality, security, subprocessors, transfers, assistance and deletion as required by law. Applicable customer data-processing terms: [CUSTOMER DATA PROCESSING AGREEMENT LOCATION]. These Terms and the Privacy Policy do not by themselves constitute that agreement.

14Suspension and termination

We may restrict or suspend access where reasonably necessary to address a security threat, unlawful activity, a material breach of these Terms, non-payment or a legal requirement. The action should be proportionate to the reason. Where practicable and lawful, we will explain the reason and give an opportunity to resolve the issue; urgent protective action may occur first.

You may close your account through the profile controls or [email protected]. Closure signs you out and unlinks your devices. If you own an organisation, its active features depend on the owner's account and eligible plan; closing that account can therefore interrupt other members' access to those features. Closure does not automatically appoint a replacement owner or transfer your subscription to another member. Permanent deletion of an owner can also delete the organisation and its memberships and assignments; other members' separate personal accounts are not thereby closed. Arrange any available ownership transfer, export and continuity steps before closing the account, or contact support for assistance.

Account closure, renewal cancellation and permanent data deletion are different processes. Profile closure requests period-end cancellation of your main subscription and clears its saved-payment method. It does not automatically refund the paid period or transfer unused funds. Review separate add-on renewals before closure; stopping collection because the owner is inactive is not a substitute for cancelling the relevant renewal. Initial profile closure and inactivity do not themselves cause forfeiture of an unused balance. Retention and earlier-erasure rights are addressed in the Privacy Policy.

During the restoration period, successfully signing in to an eligible closed account restores the profile. The current default period is five years from a closure you request, or one year from automatic closure for an unverified email address. Restoration is unavailable once the applicable deadline is reached, even if the next permanent-deletion cycle has not yet run, and is unavailable for blocked accounts. Restoring a profile does not automatically relink its devices or resume a cancelled subscription or recurring-payment authorisation. These periods do not override applicable rights to earlier erasure described in the Privacy Policy.

For the balance rules, final closure means permanent account closure after the applicable restoration period, or earlier permanent closure at your request. Before applying any forfeiture, we must notify you of the unused balance, the planned final-closure date and the proposed consequence, and give you a reasonable opportunity to request repayment at [email protected]. If we receive no refund request before final closure, the remaining balance is written off and retained by Remoqa only to the extent that applicable law permits. A request received before final closure must be resolved before any forfeiture.

The final-closure rule does not remove any mandatory right to repayment, shorten a statutory claim period or override rules governing unclaimed funds. Silence or failure to contact support does not by itself waive those rights. If applicable law requires repayment or another treatment of the funds, we will follow that requirement instead of retaining them. Permanent deletion of profile data does not extinguish an outstanding refund claim or remove records that must be retained to resolve it.

On termination, stop using features for which your licence has ended. You remain responsible for properly incurred amounts, while refund rights and other mandatory protections remain unaffected. You may challenge a restriction or closure at [email protected].

15Responsibility and legal protections

We are responsible for performing our contractual obligations and for remedies required by applicable law. You are responsible for the permissions and lawful use within your control. A technical failure, cyber incident or third-party action does not automatically remove either party's responsibilities; the applicable law and circumstances govern.

Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, death or personal injury where exclusion is prohibited, or any other liability that cannot lawfully be excluded or limited. Mandatory consumer protections, privacy rights and rights concerning digital services remain unaffected.

16Changes to these Terms

We may update these Terms to reflect changes to the Services, commercial arrangements or applicable law. We will notify you by service email at least 30 calendar days before changes to these Terms take effect for you. The notice will explain the changes and their reasons, state the effective date, and provide access to the updated Terms. Material changes must not retrospectively remove accrued rights or impose undisclosed charges. Subscription price changes follow the renewal timing in section 9.

You may cancel future renewal before updated Terms take effect. We will obtain renewed agreement and provide additional cancellation rights or a longer notice period where applicable law requires them. The notice will identify the version and effective date; keep a copy of the Terms and your order confirmation for your records. A privacy-notice update does not supply consent for a new purpose requiring it.

17Applicable law and disputes

Applicable law and the courts entitled to hear a dispute are determined by the rules that apply to your contract and circumstances. These Terms do not impose an exclusive court, compulsory arbitration or a choice of law that removes mandatory consumer protections. You retain any right to bring a claim in the courts available to you under those rules, including the courts of your country of residence where the law provides that right.

Send a complaint to [email protected], identifying the account, the issue and the remedy you seek. Our initial-response commitment in section 11 applies. We will investigate and explain our response; that initial reply is not a promise to resolve every complaint within one working day. If a dispute remains, you may use a competent consumer authority, an available dispute-resolution body or a court. We will provide information about any mandatory dispute-resolution procedure applicable to your case. Contacting us first is not a condition for a remedy where the law does not require it.

18Contact and language

Questions about these Terms, the software licence or payments can be sent to the contacts in section 1. Security and abuse reports should use [email protected].

These Terms are currently provided in English. The availability of a translated interface does not mean that these Terms have been translated into that language. Any legally required translation or essential purchase information must be provided before the relevant contract. A translation must not reduce mandatory protections; any conflict between versions is resolved under the law applicable to that contract.