Terms of Service

1. Introduction

These Terms of Service govern your use of the Grievly website and, to the extent not superseded by a signed customer agreement, the hosted Grievly services. Grievly is operated by SAJE LABS LLC d/b/a Grievly.ai. If you use the website or services, you agree to these terms.

If your organization has signed an order form, services agreement, business associate agreement, or other written agreement with Grievly, that written agreement controls where it conflicts with these terms.

2. Definitions

"Grievly," "we," "us," and "our" mean SAJE LABS LLC d/b/a Grievly.ai. "Customer," "you," and "your" mean the organization or person using the website or services. "Authorized Users" are the employees, contractors, agents, and other users you authorize to access the services. "Customer Data" means content, records, files, or information submitted to the services by you or your Authorized Users.

3. Accounts and authorized users

You are responsible for your accounts, credentials, Authorized Users, and activity under your organization. You may use the services only for lawful business purposes and only as permitted by these terms and any applicable customer agreement.

4. Acceptable use

You may not reverse engineer the services, attempt to extract source code, resell or sublicense access, interfere with service operation, bypass security controls, test security without written authorization, submit malware or harmful code, scrape the website in a way that burdens the service, or use Grievly in a way that violates applicable law.

5. Customer responsibilities

Grievly supports grievance intake, tracking, documentation, reporting, and review workflows for skilled nursing facilities. You remain responsible for your facility operations, regulatory obligations, resident communications, staff permissions, and final decisions. Grievly does not provide legal, regulatory, clinical, or medical advice.

6. Customer data and PHI

You own Customer Data. We use Customer Data to provide, secure, support, and improve the services, and as otherwise permitted by your customer agreement. Product data that includes protected health information is handled under the applicable business associate agreement and HIPAA requirements.

You are responsible for submitting Customer Data only as permitted by law and by your organization's policies. You should not place protected health information in website contact forms, scheduling forms, marketing inquiries, or other channels that are outside the signed customer services and BAA boundary.

7. Website inquiries and privacy

When you submit a contact or demo request, we collect the information you provide, such as name, work email, organization, phone number, and message, and use it to respond to your inquiry. If you schedule a demo through an embedded calendar, the scheduling provider may process those details under its own terms. Our hosting infrastructure also records standard technical request data used to operate, secure, and troubleshoot the website.

We do not sell personal information collected through the website or use it for third-party advertising. To request access, correction, or deletion of information submitted through the website, contact us through the contact page or at support@grievly.ai.

8. AI-assisted features

Grievly may use artificial intelligence to summarize, categorize, draft, search, or surface patterns in grievance-related records. AI output may be incomplete or inaccurate. AI is advisory only and does not replace review by facility leaders, grievance officials, clinical personnel, or legal counsel. You are responsible for reviewing AI-assisted output before using it in operational, resident-facing, regulatory, or legal contexts.

9. De-identified and aggregated data

We may use de-identified or aggregated information derived from service usage to analyze performance, improve features, and understand product adoption, provided that this information does not identify a customer, resident, patient, family member, staff member, or other individual. PHI remains governed by the applicable BAA.

10. Intellectual property

Grievly owns the website, services, software, documentation, designs, models, workflows, trademarks, and related intellectual property. Customer Data remains yours. If you provide feedback, suggestions, or ideas, we may use them to improve Grievly without compensation or obligation to you.

11. Third-party services

The website may link to third-party resources such as CMS.gov and the eCFR, and may use third-party tools for scheduling, hosting, authentication, infrastructure, email, analytics, or other service operations. We are not responsible for third-party websites or content. Third-party subprocessors that handle PHI for the product are governed by the applicable customer agreement, BAA, and subprocessor commitments.

12. Service availability and changes

We may update, suspend, restrict, or discontinue parts of the website or services where needed for security, maintenance, legal compliance, vendor availability, product changes, or misuse. We use commercially reasonable efforts to provide notice when practical.

13. Disclaimer and limitation of liability

The website and services are provided "as is" except as expressly stated in a signed customer agreement. To the maximum extent permitted by law, Grievly disclaims implied warranties and is not liable for indirect, incidental, special, consequential, or punitive damages, including lost profits, lost data, or business interruption.

14. Changes and contact

We may update these terms from time to time; the date above reflects the latest revision. Questions about these terms can be sent through the contact page or to support@grievly.ai.