Terms of Service

Last updated: December 12, 2025

1. Agreement to Terms

By accessing or using Kopai services, you agree to be bound by these Terms of Service.

Service Provider: NIBBLE društvo s ograničenom odgovornošću za usluge Prilesje 18, 10000 Zagreb, Croatia OIB: 96011589399

2. Service Description

Kopai is an observability platform that provides the following services:

Data Ingestion

OpenTelemetry-compatible protocols: OTLP over gRPC and HTTP
Trace collection: Distributed tracing across your microservices
Log collection: Application and system logs
Metrics collection: Performance metrics and measurements

Data Storage and Processing

ClickHouse database: High-performance columnar storage for telemetry data
Secure tenant isolation: Your data is isolated from other customers
Configurable retention: Data retention periods based on your pricing tier

Visualization and Analysis

Web-based dashboard: View and analyze your observability data
Real-time data access: Query your telemetry data as it arrives
Search and filtering: Find specific traces, logs, and metrics
Advanced querying: Powerful query capabilities for telemetry analysis

Access Control

API token management: Generate backend and frontend access tokens
CORS configuration: Control which frontend applications can access your data
Token types: Separate tokens for server-side and browser-based access
Secure authentication: Integration with Supabase for user authentication

Service Availability

The service is currently in beta and provided free of charge. We make continuous improvements and may experience occasional downtime for maintenance.

3. Account Terms

Eligibility

To use Kopai, you must:

Be at least 18 years old, OR
Represent a business entity with authority to bind that entity to these terms
Provide accurate and complete registration information
Comply with all applicable laws and regulations

Account Registration

Authentication: Accounts are created through Supabase authentication
Email requirement: You must provide a valid email address
One account per email: Each email address may be associated with only one account
Account information: You are responsible for maintaining accurate account details

Account Security

You are responsible for:

Password security: Maintaining the confidentiality of your password
Unauthorized access: All activity that occurs under your account
Immediate notification: Informing us immediately of any unauthorized access at hello@kopai.app
Account sharing: Not sharing your account credentials with others

We are not liable for any loss or damage arising from your failure to maintain account security.

Account Termination

By You:

You may delete your account at any time through the dashboard
Upon deletion, your data will be retained for 30 days, then permanently deleted
You can request immediate data deletion by contacting us

By Us:

We may suspend or terminate accounts that violate these Terms of Service
We will provide 7 days’ notice before termination except in cases of:
- Illegal activity
- Security threats
- Abuse of the service
You will receive an email notification to your registered email address

4. Acceptable Use Policy

You agree not to use Kopai to:

Illegal Activity

Violate any local, national, or international laws or regulations
Infringe intellectual property rights of others
Distribute malware, viruses, or other harmful code
Engage in fraudulent or deceptive practices

Service Abuse

Excessive API usage: Generate unreasonable API request volumes that degrade service performance for others
Resource exhaustion: Attempt to overwhelm or disable our infrastructure
Unauthorized access: Access accounts, data, or systems you are not authorized to access
Security testing: Perform penetration testing or security scanning without prior written permission

Prohibited Business Practices

Reselling or redistribution: Resell, redistribute, or provide access to Kopai services without our written authorization
Competitive use: Use the service to build a competing observability platform
Reverse engineering: Attempt to reverse engineer, decompile, or discover source code of our platform

Harmful Content

Send telemetry data containing:
- Malicious code or exploits
- Personally identifiable information (PII) of individuals without proper consent
- Illegal content or content that violates others’ rights
Use the service to monitor applications without proper authorization

Account Misuse

Create multiple accounts to circumvent rate limits or restrictions
Impersonate other users or organizations
Share or sell account credentials

Enforcement

Violation of this policy may result in:

Warning and request to cease the activity
Temporary suspension of service access
Permanent account termination
Legal action if necessary

If you suspect a violation of this policy, report it to hello@kopai.app.

5. Pricing and Payment

Current Status: Kopai is currently in beta and provided free of charge.

Pricing terms will be published before we begin commercial operation. When pricing is introduced, this section will include:

Pricing tiers and plans
Billing cycles and payment methods
Refund policies
Tax information

[TO BE COMPLETED IN PHASE 3 - before charging customers]

We will notify all users via email at least 30 days before introducing any charges.

6. Data Ownership

Your Data

You retain full ownership of all telemetry data (traces, logs, metrics) you send to Kopai.

We process your data solely to provide the observability service. Specifically:

No resale: We will never sell or license your telemetry data to third parties
No cross-customer sharing: Your data is isolated and never shared with other Kopai customers
Limited processing: We process your data only as necessary to provide the service (storage, visualization, analysis)
Your control: You can export or delete your data at any time

License You Grant Us

By using Kopai, you grant us a limited, non-exclusive license to:

Store your telemetry data on our infrastructure
Process and analyze your data to provide dashboard visualizations
Display your data to users you authorize (via your access tokens and CORS settings)
Perform technical operations (backups, maintenance, optimization)

This license terminates when you delete your account or specific data.

Our Service and Platform

Kopai retains all intellectual property rights to:

Platform software and source code
Infrastructure and architecture
Documentation and user interfaces
Trademarks and branding (“Kopai” trademark)
Improvements and modifications to the platform

Open Source Components

Kopai uses the following open source components:

ClickHouse: Apache License 2.0
OpenTelemetry SDKs: Apache License 2.0
Traefik: MIT License

These components retain their respective licenses and attributions.

Aggregated and Anonymized Data

We may create aggregated, anonymized statistics from telemetry data (e.g., “average trace duration across all tenants”). Such anonymized data:

Cannot identify you or your organization
May be used for product improvements and marketing
Is not subject to data ownership restrictions

7. Service Level Agreement

Current SLA: Best Effort

Kopai is currently provided on a best-effort basis with no guaranteed uptime commitments.

What this means:

No uptime guarantees: We do not commit to specific availability percentages (e.g., 99% uptime)
No response time guarantees: Support is provided on a best-effort basis via email
Planned maintenance: We may perform maintenance with or without advance notice
Beta service: As a beta service, you should expect occasional disruptions and improvements

Service Monitoring

We actively monitor service health and will:

Work to restore service quickly in case of outages
Provide status updates via email for significant incidents
Notify users of planned maintenance when possible

Support Channels

Email support: hello@kopai.app

Best-effort response times
No guaranteed resolution times
Community support forum (coming soon)

Future SLA Tiers

When Kopai transitions from beta to commercial operation, we may introduce:

Paid tiers with uptime commitments (e.g., 99.9% SLA)
Guaranteed support response times
Service credits for SLA violations
Priority support channels

We will notify users at least 30 days before implementing any SLA changes.

8. Intellectual Property

Kopai Platform Rights

All intellectual property rights in the Kopai platform belong to NIBBLE d.o.o. This includes:

Software, source code, and algorithms
User interfaces and design elements
Documentation, guides, and tutorials
Trademarks, logos, and branding
Database structures and schemas
API designs and specifications

Your Data Rights

You retain full ownership of all telemetry data you send to Kopai. See Section 6 (Data Ownership) for details.

Open Source Components

Kopai incorporates the following open source software:

Component	License	Usage
ClickHouse	Apache 2.0	Database engine
OpenTelemetry SDKs	Apache 2.0	Data collection instrumentation
Traefik	MIT	Reverse proxy and load balancer

Full license texts and attributions are available in our platform documentation.

Trademark Policy

“Kopai” is a trademark of NIBBLE d.o.o. You may not use our trademarks without prior written permission, except:

Factually referring to the Kopai service (e.g., “We use Kopai for observability”)
Fair use in comparative advertising

Copyright Infringement

If you believe content on Kopai infringes your copyright, contact hello@kopai.app with:

Description of the copyrighted work
Location of the infringing material
Your contact information
Statement of good faith belief
Statement under penalty of perjury that you are authorized to act

Restrictions

You may not:

Copy, modify, or create derivative works of Kopai’s platform
Reverse engineer or decompile the service
Remove or alter copyright notices or trademarks
Frame or mirror any part of the service

9. Limitation of Liability

Service “AS IS”

Kopai is provided “AS IS” and “AS AVAILABLE” without warranties of any kind, either express or implied, including but not limited to:

Warranties of merchantability
Fitness for a particular purpose
Non-infringement
Uninterrupted or error-free operation

No Liability for Data Loss

You are responsible for maintaining backups of your data. We are not liable for:

Loss or corruption of telemetry data
Inability to access your data due to service outages
Data deletion due to account termination or retention policies
Data loss due to user error or account compromise

Service Interruptions

We are not liable for service interruptions, downtime, or degraded performance caused by:

Scheduled or emergency maintenance
Third-party service failures (hosting, DNS, network providers)
Force majeure events (natural disasters, wars, strikes)
Cyber attacks or security incidents
User actions or misconfigurations

Limited Liability Amount

To the maximum extent permitted by Croatian law, our total liability for any claims arising from these Terms or the service is limited to:

The fees you paid to Kopai in the 12 months prior to the claim, OR
€100 (whichever is greater)

Currently, as the service is free, this amount is €100.

Exclusions

Nothing in these Terms excludes or limits our liability for:

Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Any liability that cannot be excluded by Croatian law

Croatian Consumer Law

For Croatian consumers, your statutory rights under Croatian consumer protection law (OG 19/2022) are not affected by these limitations.

Third-Party Services

We are not responsible for:

Actions or failures of third-party processors (Hetzner, Supabase, Resend, Cloudflare)
Third-party integrations or applications
Content or services accessed through external links

10. Termination

Termination by You

You may terminate your Kopai account at any time by:

Logging into your dashboard
Navigating to account settings
Selecting “Delete Account”
Confirming deletion

Immediate effects:

You lose access to your account and data
API tokens are immediately revoked
Telemetry data ingestion stops

Data retention:

Your data is retained for 30 days after account deletion
During this period, you can contact us to restore your account
After 30 days, all data is permanently deleted and cannot be recovered

Requesting immediate deletion:

Contact hello@kopai.app to request immediate data deletion
We will process requests within 30 days

Termination by Kopai

We may suspend or terminate your account if:

You violate these Terms of Service
You engage in illegal activity
Your account poses a security threat
You abuse the service (excessive API usage, etc.)
Your account is inactive for 2+ years

Notice period:

We will provide 7 days’ notice via email before termination
Immediate termination without notice for:
- Illegal activity
- Security threats
- Severe Terms violations (reselling, hacking attempts)

After termination:

You lose access to your account immediately
Data is retained for 30 days, then permanently deleted
You may request a data export before deletion

Data Export Before Termination

Before deleting your account, you can export your data:

Via API: Use your access tokens to query and export telemetry data
Via Dashboard: Download data from the web interface
Request assistance: Contact hello@kopai.app for help with data export

No Refunds

When pricing is introduced, fees are non-refundable, including:

Partial month refunds after termination
Refunds due to service dissatisfaction
Refunds for account suspension or termination

Effect on Agreements

Termination does not affect:

Provisions that should survive (liability limitations, dispute resolution, IP rights)
Your obligations for activity that occurred before termination
Our right to retain data as required by law

11. Consumer Rights (Croatian Consumers)

For Croatian consumers, you have the right to withdraw from the contract within 14 days, in accordance with the Croatian Consumer Protection Act (OG 19/2022).

To exercise withdrawal rights, contact: hello@kopai.app

12. Dispute Resolution

Initial Contact

If you have a dispute or complaint about Kopai:

Step 1: Contact us at hello@kopai.app with:

Description of the issue
Relevant account information
Desired resolution
Any supporting documentation

Step 2: We will respond within 5 business days and attempt to resolve the issue

Step 3: If unresolved, we will engage in good-faith negotiations for 30 days

Mediation (Optional)

If direct negotiation fails, we encourage mediation before litigation:

Either party may propose mediation
Mediator selected by mutual agreement
Costs split equally between parties
Mediation conducted in Zagreb, Croatia

EU Online Dispute Resolution

For EU consumers, you have access to the European Commission’s Online Dispute Resolution (ODR) platform:

Website: https://ec.europa.eu/consumers/odr/
Purpose: Resolve disputes about online purchases without going to court
Free service for EU residents

Governing Law and Jurisdiction

Governing Law: These Terms are governed by the laws of Croatia.

Jurisdiction:

Commercial users: Disputes will be resolved exclusively by the Commercial Court in Zagreb (Trgovački sud u Zagrebu)
Consumers: Croatian consumers may bring claims in their local court as permitted by Croatian law

Class Action Waiver

To the extent permitted by Croatian law, you agree to resolve disputes individually, not as part of a class or collective action.

Complaints to Authorities

You may also file complaints with:

Consumer Protection Authority: Croatian Consumer Protection Agency
Data Protection Authority: Croatian Personal Data Protection Agency (AZOP) at https://azop.hr
Competition Authority: Croatian Competition Agency (AZTN)

Exceptions

The dispute resolution procedures above do not apply to:

Intellectual property claims
Urgent injunctive relief
Small claims court proceedings (below statutory thresholds)

13. Governing Law

These terms are governed by the laws of Croatia.

Jurisdiction: The courts of Croatia have exclusive jurisdiction over disputes arising from these terms.

14. Changes to Terms

Our Right to Modify

We may update these Terms of Service at any time to:

Reflect changes in our service features
Comply with legal or regulatory requirements
Address security or technical issues
Clarify existing terms
Introduce new pricing or service tiers

Notification of Changes

Material changes (affecting your rights or obligations):

Email notification: Sent to your registered email address
Advance notice: At least 30 days before changes take effect
On-site notice: Banner or notification when you log in
Updated “Last updated” date at the top of this page

Non-material changes (clarifications, formatting, minor corrections):

Updated “Last updated” date
No email notification required
Take effect immediately upon publication

Your Options

When we notify you of material changes, you may:

Accept changes: Continue using the service (constitutes acceptance)
Reject changes: Delete your account before the effective date
Request clarification: Contact us at hello@kopai.app

Continued use of Kopai after the effective date constitutes your acceptance of the updated Terms.

Withdrawal After Changes

If you disagree with material changes:

You have 30 days from notification to delete your account
No fees will be charged for the remainder of your billing period (when pricing is introduced)
You can export your data before deletion

Version History

We maintain a version history of these Terms:

Current version: December 12, 2025
Previous versions available upon request at hello@kopai.app

Croatian Consumer Rights

For Croatian consumers, changes to material terms may provide additional withdrawal rights under the Consumer Protection Act (OG 19/2022). Contact us for questions about your specific rights.

15. Contact

For questions about these terms: hello@kopai.app

These terms comply with Croatian law and EU regulations.

Note: We are assessing applicability of the Digital Services Act (EU 2022/2065). Updates will be published if required.