"Platform" — Aevora, the remote support software licensed under these Terms, including the connect/session website, the Windows agent application, the technician console, the AI-assisted diagnostic features, and all associated online services and updates.
"Licensee" — the business, organization, or individual professional that holds a license to the Platform under these Terms.
"Technician" — an individual the Licensee has authorized to use the Platform under its account, including the Licensee's own employees, contractors, or (for a solo license) the Licensee themselves.
"End User" — the Licensee's own customer whose device connects to a support session initiated by or through the Licensee.
"Session" — one instance of remote screen access, chat, or AI-assisted diagnosis between a Technician (or the built-in AI, where the Licensee has enabled self-service mode) and an End User's device.
"Action Catalog" — the fixed, individually reviewed set of diagnostic repairs the AI may propose during a Session; see Section 5.
"Payment Processor" — the authorized payment gateway or merchant of record used to process your purchase, as shown at checkout. Where a merchant of record is used, they act as the seller of record for tax and payment purposes; see Section 13.
"Chargeback" — a payment reversal initiated through a bank or card network, bypassing our direct refund process.
Aevora is software, licensed to businesses and independent professionals, that Licensees use to deliver remote technical support to their own End Users under their own brand. Snowfairy AI Labs licenses the Platform; it does not itself provide technical support, remote access, or diagnostic services to any End User, and is not a party to the relationship between a Licensee and its End Users.
The Platform runs on Windows end-user devices (the agent software) and is administered through web-based consoles. Support for other operating systems, where offered, is limited to read-only diagnostics unless stated otherwise in the Platform's own documentation.
Subject to your compliance with these Terms and timely payment of applicable fees, Snowfairy grants you a limited, non-exclusive, non-transferable (except as permitted in Section 11), non-sublicensable, revocable license to access and use the Platform for the purpose of providing remote technical support to your own End Users, within the seat, device, and usage limits of your plan.
No title, ownership, or intellectual property right in the Platform is transferred to you. The Platform is licensed, not sold.
The Platform is offered across plans sized for different organizations — from a single independent technician to a multi-seat enterprise IT department. Current pricing for every plan is always shown at checkout or provided directly by our sales team before you subscribe. Applicable taxes (GST, VAT, sales tax) are shown before you confirm payment.
Prices are subject to change. Existing subscribers are notified at least 30 days before any price increase takes effect at renewal; changes do not affect currently active billing periods.
A Solo/Freelancer license is issued only to a verified individual professional and is capped at a small number of devices/seats; using a Solo/Freelancer license on behalf of a team or reselling access under it is a material breach of these Terms.
Where enabled, the Platform's built-in AI reads diagnostic evidence collected from the End User's device (system logs, resource state, connected-device status) and proposes a fix drawn only from the fixed Action Catalog. Closed catalog
AI-assisted diagnostics are a tool that supports your Technicians' own judgment; they do not replace it. You remain responsible for the fixes your Technicians (and, where self-service mode is enabled, your End Users) ultimately approve and apply.
Failure to resolve an issue due to factors outside the Platform's control is not, on its own, grounds for a discretionary refund, except where mandatory local law applies or the Platform itself is defective or not as described. See our Refund Policy for the full conditions under which refunds are available.
Using the Platform to access a device without the owner's knowledge or consent, to facilitate a scam, or to circumvent a device owner's own security measures without authority, is a material breach of these Terms, grounds for immediate license revocation, and may constitute a criminal offense under applicable law, including the Information Technology Act 2000 (India) §43, §66, the Computer Fraud and Abuse Act (US), and the Computer Misuse Act 1990 (UK).
You may use the Platform to:
You must not:
Eligible plans may customize the Platform's End User-facing surfaces (connect page, session window, installer) with the Licensee's own logo, name, and color scheme. Where you have not configured your own branding, Snowfairy's own "Aevora" identity is shown by default — this default branding must not be removed, obscured, or misrepresented as belonging to another party without genuine customization through the Platform's own branding tools.
You are responsible for ensuring your own branding, as applied through the Platform, does not infringe a third party's trademark or otherwise mislead your End Users about who they are dealing with.
Activation: Each license activates on up to the number of seats/devices specified for your plan. Device identity is tracked to enforce per-plan limits.
Transfer: A license may be transferred to a different Licensee organization only with our prior written consent, requested via support@snowfairy.ai.
Revocation: We may revoke a license found to be used in violation of these Terms — including credential sharing, excess activations, unauthorized-access use (Section 7), or confirmed fraudulent activity. Revocation for material breach is without refund. Indian Contract Act 1872 §39
Where offered, trial access is provided at our discretion, may be time- or feature-limited, and is provided "as is" with no support commitments. We may adjust or end trial availability with reasonable notice.
Payments are processed either by an authorized payment gateway or by a merchant of record, depending on your country and checkout route; the applicable processor is identified at the point of purchase. We do not receive or store your payment card number or bank details — payment data is processed entirely by the Payment Processor.
The Platform records an audit trail of Session activity — including proposed and applied diagnostic actions, approvals, and outcomes — for security, dispute-resolution, and compliance purposes, as described fully in our Privacy Policy. This evidence is retained on a defined schedule and may be disclosed to a Payment Processor, acquiring bank, or card network in the event of a payment dispute.
A chargeback filed in bad faith — particularly where the Platform was used as intended — is treated as potential fraud. Where a chargeback or refund claim is filed, we reserve the right to submit relevant audit evidence to the Payment Processor and the acquiring bank or card network, revoke the associated license, and pursue recovery of resulting losses under applicable law. Indian Contract Act 1872 §73 If you have a genuine concern about your purchase, contact support@snowfairy.ai before initiating a chargeback — see our Refund Policy.
The Platform, its source code, algorithms, interface design, and the trademarks "Aevora™" and "Snowfairy AI™" are the exclusive intellectual property of Snowfairy AI Labs Private Limited, protected under the Copyright Act 1957 (India), the Trade Marks Act 1999 (India), the TRIPS Agreement, and applicable law in your jurisdiction.
To the maximum extent permitted by applicable law, the platform is provided "as is" and "as available" without any warranty of any kind, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.
We specifically disclaim any warranty that any specific issue will be resolved, that the platform will operate without error on every end user's hardware configuration, or that every feature will be available at all times.
To the maximum extent permitted by applicable law, snowfairy ai labs shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of data, profits, or business, arising from or related to these terms or your use of the platform.
Our total cumulative liability to you for any claim under these terms shall not exceed the amount you paid for the platform in the twelve (12) months preceding the claim.
Some jurisdictions do not permit full exclusion of liability for death, personal injury, or fraud caused by our negligence. Nothing in these Terms limits such non-excludable liability. Consumer Protection Act 2019
You agree to indemnify, defend, and hold harmless Snowfairy AI Labs and its officers, directors, employees, and agents from any claims, liabilities, damages, and costs (including reasonable legal fees) arising from: (a) your breach of these Terms; (b) your violation of any applicable law or third-party right, including obtaining consent for remote access as required by Section 7; (c) any claim brought by your own End User arising from your use of the Platform; or (d) any fraudulent chargeback or refund claim you initiate. Indian Contract Act 1872 §124
Neither party is liable for delays or failures resulting from causes beyond its reasonable control, including natural disasters, war, government action, internet outages, or failures of third-party infrastructure providers (including Google Firebase, Cloudflare, our Payment Processors, or our AI providers). The affected party will notify the other as soon as practicable.
We may release updates, patches, and new versions of the Platform at any time. We may update these Terms; material changes are notified via our website and, where practicable, by email at least 14 days before taking effect. Continued use after that date constitutes acceptance. IT Act 2000 §85B
We may suspend or terminate your license immediately upon material breach — including credential sharing, unauthorized-access use, reverse engineering, or fraudulent chargeback activity. Upon termination, all rights granted cease and you must stop using the Platform. No refund is issued for termination due to breach. You may terminate at any time by cancelling your subscription. Sections 14, 15, 16, 17, 18, 19, 22, and 24 survive termination.
These Terms are governed by the laws of India, without regard to conflict-of-law principles. Disputes will first be attempted to be resolved by good-faith negotiation (support@snowfairy.ai) within 30 days; unresolved disputes are subject to the exclusive jurisdiction of the courts of New Delhi, India. Nothing here prevents either party from seeking urgent injunctive relief to prevent irreparable harm, including enforcement of intellectual property rights.
These Terms apply worldwide. Nothing in these Terms limits or excludes any right that cannot legally be limited under the law of your country. Where the Licensee is a business, statutory consumer-protection rights generally do not apply to the Licensee itself; where a Solo/Freelancer license is purchased by an individual, applicable consumer-protection law in that individual's jurisdiction applies to that purchase, including India's Consumer Protection Act 2019, the EU Consumer Rights Directive, the UK Consumer Rights Act 2015, and equivalent law elsewhere. These Terms do not create any direct relationship between Snowfairy and a Licensee's own End Users.
If any provision of these Terms is found unenforceable, it will be limited or eliminated to the minimum extent necessary, and the remaining provisions continue in full force. These Terms, together with our Privacy Policy and Refund Policy, constitute the entire agreement between you and Snowfairy regarding the Platform. Our failure to enforce any provision is not a waiver of that provision.
As the Platform, its features, and the legal landscape evolve, we may update these Terms to reflect: new Payment Processors (Section 13 will name them); new evidence categories collected for fraud prevention (disclosed here and in the Privacy Policy before collection begins); new product features (governed by these Terms unless a separate addendum is published); new jurisdictions we serve; and new misuse patterns added to Section 9 with appropriate notice, applying prospectively only. Every update carries a new "Last updated" date. Material changes are notified by email and/or in-app notice at least 14 days before taking effect.
General & legal: support@snowfairy.ai
Website: snowfairy.ai · aevora.snowfairy.ai