General Terms and Conditions of Flino GmbH
for the use of the software "Flino" · As of: 15 October 2026
This English text is a convenience translation. Only the German version at flino.com/agb is legally binding; in the event of any discrepancy, the German wording prevails.
§ 1 Provider, scope, business customers
(1) The provider is Flino GmbH, Kolonnenstraße 8, 10827 Berlin, Germany, registered in the commercial register of the Local Court (Amtsgericht) Charlottenburg under HRB 286867 B, represented by its managing director Emad Hendrik Ette ("Flino").
(2) These terms apply to all contracts for the use of the web-based software "Flino" at flino.io and the related interfaces (the "Service").
(3) Flino is aimed exclusively at businesses (Unternehmer) within the meaning of § 14 BGB, i.e. natural or legal persons and partnerships with legal capacity that act in the exercise of their commercial or independent professional activity when concluding the contract. Flino does not conclude contracts with consumers within the meaning of § 13 BGB. By registering, the customer confirms that it is acting as a business.
(4) The customer's general terms and conditions do not apply, even if Flino does not expressly object to them.
(5) Individually agreed provisions, in particular for the Enterprise plan, take precedence over these terms.
§ 2 Definitions
(1) Customer is the business that concludes the contract with Flino. For sole traders and partnerships this may be a natural person.
(2) Users are the natural persons who use the Service for the customer.
(3) Company account is the account through which the customer books paid plans, manages seats and invites users.
(4) Seat is a user's entitlement to use the Service within the scope of a paid plan.
(5) Recipients are the customer's business contacts to whom it sends offers, follow-up emails or surveys via the Service.
(6) Pricing page is the page flino.com/pricing in the version valid at the time of booking.
§ 3 Conclusion of contract
(1) The customer registers at flino.io with its details or via a Google or Microsoft account and provides the further information requested before first use. On completing registration, the customer makes an offer to conclude a user agreement in the free plan. The contract is concluded when the account is activated.
(2) On registration, the customer accepts these terms including the data processing agreement (§ 15) and takes note of the privacy information. Flino stores which version was accepted.
(3) The customer books paid plans in the application via a company account. The contracting party is the business for which the company account is created. The contract for the paid plan is concluded when the payment process is completed.
(4) The person who creates the company account or books a plan warrants that they are authorised to represent the customer.
(5) The customer can correct input errors in the input fields before completing registration or the payment process. Flino does not store the contract text separately for the customer; these terms are available at any time at flino.com/agb and can be saved and printed. The contract language is German.
§ 4 Services
(1) Flino provides the Service to the customer as software as a service over the internet. The Service supports the management and tracking of offers, in particular by capturing and reading offers, sending offers and follow-up emails via the customer's email account, recognising and assigning replies, AI-assisted text drafts and automatic follow-up sequences, an offer page for acceptance or rejection by recipients, surveys, reports and interfaces to other services.
(2) The features and quotas included in a plan are set out on the pricing page in the version valid at the time of booking. It is the authoritative description of services. Flino will provide the customer with this version on request.
(3) Flino owes the provision of the Service but no commercial success, in particular no particular acceptance rate, no reply from recipients and no increase in revenue.
(4) Flino may further develop the Service and change, replace or discontinue features to the extent that this is reasonable for the customer, taking its interests into account. A change is reasonable in particular if it is necessary for technical reasons, because of changed interfaces or terms of third-party providers, for security reasons or because of a change in the law, and the essential services of the booked plan are preserved.
(5) In the free plan, Flino may change features and quotas at any time with effect for the future or discontinue the free plan. Flino will inform the customer of a discontinuation by email at least 30 days in advance.
§ 5 Availability and support
(1) Flino endeavours to keep the Service highly available. In the Free, Pro and Team plans there is no commitment to a specific availability. An availability commitment can be agreed individually in the Enterprise plan.
(2) Flino carries out maintenance outside normal business hours where possible.
(3) The customer receives support via the support form, by email to [email protected], via the support hotline and via the support chat in the application. Flino handles requests on working days; a reply is usually given within two working days. No specific response or resolution time is owed.
§ 6 Company account, seats and roles
(1) Paid plans are booked via a company account, even with only one seat. The company account has the roles owner, administrator (Team plan only) and member.
(2) The owner books plans and changes the plan. Owners and administrators manage seats, the billing interval and the members, in particular they invite and remove users. Actions of owners and administrators are attributed to the customer.
(3) Each seat may only be used by one user. Access credentials may not be shared.
(4) Data that users create or process within the company account is assigned to the company account; the customer has control over it. If the customer removes a user, that user loses access immediately. The user's offers, contacts and histories remain archived with the company account and can be transferred to another user. Links to recipients, for example to the offer page or to surveys, remain active.
(5) If a user with existing data of their own joins a company account, this data passes to the company account on joining. Alternatively, the user can join without their previous data; it is then kept separately and returned to them when they leave the company account. A user cannot leave a company account on their own and take data of the company account with them.
(6) In the Team plan, owners and administrators can view the offer-related data of members, including the full content of offer-related emails. The customer must inform its users about this before use and, where required, observe the co-determination rights of a works council.
§ 7 Prices and payment
(1) The prices on the pricing page at the time of booking apply. All prices are net plus statutory VAT. Billing is per seat.
(2) Paid plans are billed monthly or annually in advance. Payment is made via the payment service provider Stripe using the payment methods offered there. For purchases via Microsoft Marketplace, § 14 applies.
(3) There is no general trial period. Flino may agree a trial period in individual cases.
(4) Flino can change the prices of a running paid plan only with effect from the start of a new billing period. Flino will announce a price change in text form at least six weeks in advance. The customer can cancel the plan until the change takes effect. If it does not cancel, the new price applies from the new billing period; Flino will point this out in the announcement.
(5) If a payment is not made, Flino grants a period of seven days. After that, the customer can no longer create new offers. If the default continues, Flino may, after prior notice, block further features, in particular pause running follow-up sequences. Statutory claims for late payment remain unaffected.
§ 8 Quotas
(1) The plans include quotas, in particular a number of offers and minutes of voice input per seat. The amounts are set out on the pricing page. An offer counts when it is created; if it is deleted before it is first sent, it does not count.
(2) Quotas each apply for a period of 30 days, also for annual plans. Unused quotas expire at the end of the period; a new period starts with the full quota.
(3) If a quota is used up, the customer cannot create further offers or continue using voice input until the next period begins. No additional charge is made.
(4) To protect against abuse, an additional cap per period applies to AI features, which is not reached with normal use of the plan. If it is reached, the Service pauses AI-assisted follow-up steps until the next period and informs the customer.
§ 9 Term, termination and data after the end of the contract
(1) The contract in the free plan runs for an indefinite period. The customer can end it at any time by requesting deletion of its account by email to [email protected].
(2) Monthly plans run for one month each and renew automatically for a further month. They can be cancelled at any time with effect from the end of the current billing period.
(3) Annual plans run for twelve months and renew automatically for a further twelve months unless cancelled by the end of the term.
(4) The customer cancels in the application or in text form to [email protected]. Access to the paid plan remains until the end of the paid period.
(5) More seats, a change from Pro to Team and a change from monthly to annual billing take effect immediately and are charged pro rata. Fewer seats, a change from Team to Pro and a change from annual to monthly billing take effect at the end of the current billing period. Seats cannot be reduced below the number of occupied seats.
(6) Fees already paid are not refunded, including when seats are reduced or the Service is not used. This does not apply if the customer terminates for good cause for which Flino is responsible, or in the cases of § 19(3) and § 6(2) of the data processing agreement.
(7) When a paid plan ends, the company account is closed and the users lose the features of the paid plan. The data is retained. Before the end, the customer can remove users and at any time request by email the deletion of its data or an export of its offer and contact data.
(8) If nobody has signed in to an account in the free plan for twelve months and no sequence is active, Flino may delete the account with all data. Flino will announce the deletion twice by email, the last time at least 14 days in advance.
(9) The right of both parties to terminate for good cause remains unaffected. Good cause for Flino exists in particular in the case of:
- sending spam or unlawful content via the Service,
- payment default of more than 30 days,
- passing on access credentials to third parties,
- attacks on the Service or attempts to circumvent security measures,
- justified indications of abuse, in particular unusually high sending volumes, sending to purchased address lists or circumventing quotas.
(10) Instead of terminating, Flino may, where there are justified indications of such a reason, block access in whole or in part, in particular stop running sequences, for as long as the reason exists. Flino limits the block to what is necessary and informs the customer without undue delay.
§ 10 Customer obligations
(1) The customer uses the Service only within the applicable laws. It only sends emails via the Service to recipients with whom a legally permissible business relationship exists, in particular no unsolicited advertising within the meaning of § 7 UWG and no mass emails to purchased address lists.
(2) The customer is responsible for all content that it puts into the Service or sends via the Service, including content that the Service creates and sends automatically according to its settings (§ 11).
(3) The customer processes personal data of its recipients and users in compliance with data protection law. In this respect it is the controller; Flino processes this data as a processor under the data processing agreement.
(4) Follow-up emails by default contain a notice with which recipients can unsubscribe from further automatic emails about an offer. If the customer switches this notice off, it is solely responsible for ensuring that its emails are permissible without it.
(5) The customer keeps its access credentials secret, adequately protects the email accounts connected to the Service and informs Flino without undue delay if it notices any misuse.
(6) The customer indemnifies Flino against all third-party claims based on the customer's unlawful use of the Service, in particular because of impermissible advertising, breaches of data protection law or unlawful content of emails sent, unless the customer is not responsible for the infringement. The indemnity includes the reasonable costs of legal defence.
§ 11 AI features and automatic sending
(1) The Service uses AI systems to read offer documents, draft emails and replies, classify replies from recipients, summarise notes and help in support.
(2) For each sequence, the customer chooses whether AI texts are created as drafts for approval or whether the Service creates emails automatically and sends them without individual approval. In automatic mode, the text of an email is only created at the time of sending; a preview shows only an example. Through its settings, templates and information, the customer determines to whom, when and with what content emails are sent.
(3) AI results may be incomplete or incorrect. Flino uses automatic checks that hold back incorrect or incomplete emails; these do not rule out errors. The customer checks extracted offer data, in particular amounts and deadlines, before use.
(4) The customer can set the Service to carry out status suggestions and reversible actions of the AI control on its own. The Service never sets won or lost on its own. The customer is responsible for choosing this setting.
(5) Flino describes the times at which the Service sends emails, for example sending windows on working days, in the help. They are not a warranted characteristic and may change.
(6) Flino may use ratings that users give to AI drafts and technical metadata of AI calls to improve the Service for all customers. Flino does not use the content of emails and offers for this. Flino and its service providers do not train AI models with customer data.
§ 12 Offer page and digital acceptance
(1) The Service provides recipients with a page on which they can view, accept or reject an offer or ask questions. Depending on the customer's settings, the page captures name, role and a drawn signature as a simple electronic signature without identity verification and creates a record document.
(2) Flino only provides the technical function for this. The customer itself checks whether a contract is validly concluded via the page, which form is required and whether the simple electronic signature is sufficient. Flino gives no guarantee for the legal validity of declarations made via the page.
(3) In the free plan, the offer page shows a reference to Flino. In the paid plans, the customer can switch this off.
§ 13 Third-party services and interfaces
(1) The customer can connect the Service to its own accounts with third-party providers, in particular email and calendar services (such as Google and Microsoft), CRM, ERP and accounting systems, automation services and AI assistants via the interface offered by Flino. Flino continuously extends the range of interfaces.
(2) The customer concludes its own contracts with the providers for the use of these services. It is responsible for being permitted to connect the services to Flino and for the processing by these providers being lawful. This applies in particular to AI assistants that read data from Flino via the interface: what an AI assistant does with this data is governed by the terms of its provider.
(3) The interface for AI assistants is only available in paid plans. Write actions via the interface are only possible if the customer enables them for its organisation. An AI assistant does not send emails via the interface.
(4) Flino has no influence on the availability, functionality and terms of third-party services. If a third-party provider restricts access or changes its interfaces or terms, this does not give rise to any claims against Flino.
§ 14 Purchase via Microsoft Marketplace
(1) If the customer books Flino via Microsoft Marketplace, Microsoft handles ordering, billing and payment. Cancellation and changes to the subscription are made via Microsoft Marketplace.
(2) Such a purchase is governed by the standard contract stated in Microsoft Marketplace. In addition, the data processing agreement applies and, insofar as the standard contract does not cover a matter, these terms.
§ 15 Data protection and data processing
(1) Insofar as Flino processes personal data on behalf of the customer, the data processing agreement at flino.com/avv applies. It forms part of this contract.
(2) How Flino processes personal data as an independent controller, for example users' account data, is described in the privacy information at flino.com/en/privacy.
§ 16 Defects and liability
(1) Flino is liable without limitation for intent and gross negligence, for damage resulting from injury to life, body or health, under the Product Liability Act and insofar as Flino has given a guarantee.
(2) In the case of simple negligence, Flino is only liable for the breach of essential contractual obligations, i.e. obligations whose fulfilment makes the proper performance of the contract possible in the first place and on whose observance the customer may regularly rely. In this case liability is limited to the typical, foreseeable damage, but at most to the higher of the following amounts: the total fees the customer paid for the Service in the twelve months before the event giving rise to the damage, including via Microsoft Marketplace, or EUR 5,000.
(3) This also applies to damage caused by content created by AI features of the Service and to damage caused by emails sent automatically according to the customer's settings.
(4) Without prejudice to paragraph 1, Flino is liable for the loss of data only in the amount of the effort that would be required to restore it if Flino had backed up data properly.
(5) Strict liability for defects existing at the time the contract is concluded (§ 536a(1) alt. 1 BGB) is excluded.
(6) The customer reports defects to support without undue delay. Claims for defects become time-barred after twelve months; this does not apply in the cases of paragraph 1.
(7) The above limitations also apply in favour of Flino's employees and agents.
§ 17 Rights to the Service and to customer data
(1) All rights to the Service, the software, the design and Flino's content belong to Flino. For the term of the contract, the customer receives a simple, non-transferable right to use the Service within the scope of its plan for its own business purposes.
(2) All rights to data and content that the customer puts into the Service remain with the customer. It grants Flino the rights necessary to provide the Service.
(3) Flino may evaluate technical usage data without reference to the content of offers and emails in order to ensure operation, fix errors, check billing and improve the Service.
§ 18 Referral and partner programme
The terms of participation at flino.com/partnerbedingungen apply to the referral programme and the partner programme. Individually contracted partnerships take precedence.
§ 19 Changes to these terms
(1) Flino may change these terms with effect for the future. The new version is shown at the next sign-in; continued use of the Service requires consent.
(2) For company accounts, the owner consents on behalf of the customer; otherwise the user who created the account.
(3) If a customer with a paid plan does not consent to the new version, it can cancel the paid plan with immediate effect. Flino refunds fees paid in advance for the period after cancellation pro rata.
§ 20 Final provisions
(1) The law of the Federal Republic of Germany applies, excluding the UN Convention on Contracts for the International Sale of Goods.
(2) If the customer is a merchant (Kaufmann), a legal entity under public law or a special fund under public law, the exclusive place of jurisdiction for all disputes arising from this contract is Berlin.
(3) Changes and additions to this contract require text form, unless these terms provide otherwise.
(4) Where these terms are available in other languages, the German version prevails.
(5) Should any provision of these terms be invalid, the validity of the remaining provisions remains unaffected.