Gebruiksvoorwaarden

Updated: 17.09.2026 (Version 3.0)

1. Introduction and Acceptance of the Terms

1.1 These Terms of Use (“Terms”) govern your access to and use of Solace’s website (the “Site”), mobile and web applications (the “App”), and related services, features, content, and integrations (collectively, the “Services”). Solace AB (reg. no. 559519-7079) is referred to as “Solace”, “we”, “us”, “our”. By creating an account, accessing, or using the Services, you acknowledge that you have read, understood, and agree to be legally bound by these Terms and our Privacy Policy (together, the “Agreement”).

1.2 If you do not agree to the Agreement, you must not access or use the Services.

1.3 The Services are intended for natural persons who are at least eighteen (18) years of age and who have legal capacity to enter into binding contracts under applicable law. Where access is offered via an insurance company, managing general agent (MGA), insurance intermediary, employer, pension provider, or other partner (each a “Partner”), additional terms between you and that Partner may apply, including insurance terms and conditions. In the event of a conflict, the Partner’s terms govern only eligibility for Partner-funded access and its scope and duration. These Terms govern your use of the Services, for example acceptable use and content standards.

2. Description of the Services

2.1 Purpose. Solace provides a digital platform supporting (a) preparation for end-of-life matters (e.g., legacy planning, secure document storage, sharing of wishes), and (b) practical and emotional support following a bereavement (e.g., step-by-step checklists, information resources, AI-assisted guidance, and collaboration tools for family and trusted parties). Under Insurance-Bundled Access, the Services also support the claims process of the insurance (see Section 4.4).

2.2 No Professional Advice. The Services, including AI-generated outputs, templates, and content, are intended solely for general informational purposes. Solace is not a law firm, healthcare provider, financial advisor, or fiduciary. The Services do not constitute legal, medical, mental-health, financial, tax, or other professional advice, diagnosis, or treatment. You should obtain advice from a qualified professional before acting on information obtained via the Services.

2.3 Independent Third-Party Service Providers. From time to time, the Services may facilitate discovery of or referrals to external service providers (e.g., funeral homes, legal advisors, therapists) (collectively, “Third-Party Providers”). Third-Party Providers are independent contractors, not agents, employees, or representatives of Solace. Solace does not control or assume responsibility for advice, acts, or omissions of any Third-Party Provider and disclaims all liability for professional services provided by them. Any engagement with a Third-Party Provider is solely between you and that provider.

2.4 Emergency and Crisis Situations. The Services are not intended for emergencies or urgent medical/mental-health situations. If you believe you or someone else may be in danger, call your local emergency number immediately.

2.5 Solace’s Regulatory Status. Solace is a technology company providing a digital platform. Solace is not an insurance company or an insurance intermediary. Solace does not advise on, propose, sell, arrange, or conclude insurance contracts. Solace does not collect insurance premiums and does not assess or pay insurance claims. Solace therefore does not need authorisation or registration as an insurance company or insurance intermediary. The insurance is provided solely by the insurance company named in your insurance documentation. That company is responsible for the insurance cover, claims handling, and payment of insurance benefits. Under Insurance-Bundled Access, the Services help prepare for an insurance claim but do not affect the insurance company’s assessment of the claim.

3. Account Registration and Your Responsibilities

3.1 Account Creation. Certain features require an account. You must provide accurate, complete, and current information and keep such information up to date.

3.2 Security. You are responsible for safeguarding your credentials and for all activities under your account. Notify Solace immediately at support@solace.care if you suspect unauthorized use or a security incident.

3.3 Deletion Requests. You may request account deletion via in-App settings or by contacting support. Deletion will occur in accordance with Section 12 (Data Retention) and our Privacy Policy.

4. Access Channels, Fees, and Solace Life Insurance

4.1 Private Customers (Direct Subscriptions). If you subscribe directly with Solace (a “Private Customer”), some features may be available free of charge and premium features require a paid subscription at Solace’s standard private customer prices. Prices shown to consumers include VAT. Billing periods and renewal terms are provided at purchase. You may cancel a subscription at any time in the App. Cancellation takes effect at the end of the current billing period.

4.2 Partner-Funded Access. If a Partner (for example an employer, insurance intermediary, or insurance company) provides or funds your access, your entitlement to the Services may depend on your eligibility status under the Partner’s program. Solace is not responsible for Partner decisions regarding eligibility, funding, or discontinuation of access.

4.3 Trials and Promotions. Promotional or trial access may be subject to additional terms. At the end of a trial, charges may automatically apply unless you cancel where stated.

4.4 Solace Life Insurance (Insurance-Bundled Access). “Solace Life Insurance” is an insurance product developed by an insurance company or MGA together with Solace. It is distributed by that insurance company and its distribution partners. The following applies where the Services are included in your insurance (“Insurance-Bundled Access”).
(a) The Services always form an integral and subordinate part of the insurance and are tied to the insured event (the death of the insured person). Your use of the Services is voluntary.
(b) Within the insurance, the Services support the claims process. They help you prepare what your Beneficiaries will need and guide Beneficiaries through the claim and the practical tasks that follow the death.
(c) The Services are included in the insurance premium. They cannot be deselected for a lower premium, priced separately, or purchased separately within the insurance. Solace does not charge you any fee for them.
(d) Your right to use the Services arises from the insurance and lasts only as long as the insurance. Beneficiaries’ access after the insured event follows the insurance terms and conditions.
(e) Solace does not offer paid add-ons or other commercial offers within Insurance-Bundled Access.
(f) These Terms govern only your use of the platform. Questions about the insurance, including cover, premiums, claims, and complaints, must be directed to the insurance company or the intermediary through which you obtained it. If there is a conflict about scope, duration, or eligibility, the insurance terms and conditions prevail.

4.5 End of Insurance-Bundled Access and Continuing as a Private Customer.
(a) If the insurance ends for any reason (for example because it is terminated or cancelled, the premium is not paid, or you leave the insured group), or your Insurance-Bundled Access otherwise ends (for example when the Beneficiary access period under the insurance terms and conditions expires), the Services are no longer part of any insurance product and your right to use them under Section 4.4 ends.
(b) You may then choose to continue using the Services as a Private Customer under a separate subscription agreement with Solace, at Solace’s standard private customer prices applicable at that time. Where permitted, Solace may inform you of this option in connection with the end of your Insurance-Bundled Access.
(c) A private subscription is a different service from Insurance-Bundled Access. It has its own scope and set of features, and features connected to the insurance (such as claims support and access for Beneficiaries under the insurance) are not included. It is not linked to any insurance, and its price does not depend on any insurance.
(d) Because a private subscription is a standalone digital service and not part of an insurance product, it is subject to VAT at the applicable rate. VAT is included in the price shown to you.
(e) Your User Content will be transferred to a private account only at your request and to the extent permitted by applicable law and the relevant arrangements with the insurance company or other Partner. Otherwise, Section 12 applies.
(f) Paragraphs (b) to (e) apply correspondingly when other Partner-funded access ends.

5. Acceptable Use

5.1 You shall use the Services lawfully and only for their intended purpose. Without limitation, you shall not:
(a) use the Services for any unlawful, fraudulent, harassing, defamatory, or abusive purpose.
(b) infringe intellectual property, privacy, publicity, or other rights.
(c) introduce malware, attempt to circumvent security or access controls, or interfere with Service operation.
(d) misrepresent your identity or authority, including when sharing data about family members, beneficiaries, or deceased persons.
(e) collect, process, or share personal data via the Services unless you have a lawful basis and, where applicable, valid authority/consent to do so.
(f) use automated means (scrapers, bots) except as explicitly permitted by Solace in writing.
(g) reverse engineer, decompile, or attempt to derive source code except to the limited extent permitted by mandatory law.

5.2 Consequences. Breach of this Section may lead to suspension or termination (Section 13) and may trigger legal remedies.

6. User Content, Family Sharing, and Beneficiaries

6.1 Definitions. “User Content” means information, documents, files, messages, data, wishes, notes, and other materials you upload or input into the Services, including information about Loved Ones, family members, and Beneficiaries you designate.

6.2 Your Responsibilities. You represent and warrant that:
(a) you own or have lawful rights to upload and process the User Content.
(b) User Content is accurate to the best of your knowledge.
(c) where User Content includes personal data of third parties (e.g., family or Beneficiaries), you have obtained all necessary notices, permissions, or authority to share such data with Solace for the purposes you select (e.g., collaboration, post-death access).
(d) you will promptly update or remove User Content that you know to be inaccurate or unlawfully shared.

6.3 License to Solace (Service Provision). You grant Solace a worldwide, non-exclusive, royalty-free license to host, store, reproduce, display, adapt (formatting only), process, and otherwise use User Content solely to operate, maintain, secure, and improve the Services, perform backups, provide collaboration and sharing features (including with Beneficiaries and Partners as you configure), and to comply with law and enforce the Agreement.

6.4 Anonymized/Aggregated Use. Solace may create and use anonymized or aggregated data derived from User Content and Service usage for statistical analysis, research, quality improvement, safety/security (including fraud prevention), and product development, provided such data does not identify you. We do not use identifiable User Content for marketing or external publication without your consent.

6.5 Family Sharing and Beneficiaries. You may invite family members or designate Beneficiaries. By doing so, you instruct Solace to enable access to selected User Content as configured by you. Solace may require reasonable verification steps for Beneficiary access, including after your death (e.g., death certificate). You are responsible for the scope of access you grant.

7. AI-Assisted Features

7.1 Nature of AI Outputs. AI features (e.g., chat, summaries, recommendations) rely on models that may occasionally generate incomplete or inaccurate outputs. AI outputs are provided “as is” for general informational purposes and must be validated against authoritative sources or professional advice before reliance.

7.2 No Human Review by Default. Unless you interact with human support, AI conversations are processed automatically. Solace may however review certain interactions for quality, safety, compliance, or support purposes, in accordance with our Privacy Policy.

7.3 User Responsibility. You remain responsible for decisions made in reliance on AI outputs. Solace disclaims liability for legal, financial, medical, or health outcomes arising from use of AI features. See Section 16.

7.4 Transparency and Safeguards. Solace makes clear when you are interacting with an AI system, in line with Article 50 of the EU AI Act (Regulation (EU) 2024/1689). Solace does not use your identifiable User Content to train AI models. AI features do not make decisions on insurance cover, eligibility, or claims.

8. Intellectual Property and Feedback

8.1 Solace IP. The Services, including all software, interfaces, visual design elements, databases, and content (excluding User Content), are owned or licensed by Solace and protected by law. No rights are granted except as expressly set out in these Terms.

8.2 Limited License to You. Subject to your compliance with the Agreement, Solace grants you a limited, revocable, non-exclusive, non-transferable, non-sublicensable license to access and use the Services for personal, non-commercial purposes (or as otherwise authorized under a Partner program).

8.3 Feedback. If you submit suggestions or feedback, you grant Solace a perpetual, irrevocable, worldwide, royalty-free license to use such feedback without restriction or attribution.

9. Third-Party Providers, Links, and Integrations

9.1 The Services may reference or integrate with Third-Party Providers or external sites. Solace is not responsible for third-party terms, privacy policies, content, or practices.

9.2 Your use of third-party services is at your own risk and subject to their terms. Solace does not warrant or guarantee the availability, quality, accuracy, or suitability of any Third-Party Provider services and is not liable for advice or services provided by them.

10. Changes to the Services and Market Withdrawal

10.1 Service Changes. Solace may modify, enhance, or remove features for purposes including security, performance, legal compliance, or user experience. Where a change materially diminishes core functionality for paid users, Solace will use reasonable efforts to notify affected users in advance.

10.2 Withdrawal from Market. Solace reserves the right to withdraw the Services from the market (in whole or in part) for legitimate business or legal reasons. We will inform users with reasonable prior notice (minimum thirty (30) days where feasible). During the notice period, Solace will provide data export options and, where applicable for direct subscribers, pro-rata refunds for prepaid, unused subscription periods.

11. Privacy, Data Protection, and Cookies

11.1 Privacy Policy. Personal data processing is described in our Privacy Policy (as updated from time to time). The Privacy Policy forms part of this Agreement.

11.2 Your Duties. Where you upload third-party personal data, you are responsible for providing any required notices and obtaining consents or other lawful bases as applicable.

11.3 Cookies and Tracking. The Site and App may use cookies and similar technologies in accordance with applicable law and your preferences. You may manage non-essential cookies via our consent tools.

11.4 Roles. Where you are a Private Customer, Solace is the controller of your personal data. Where you use the Services through Insurance-Bundled Access or other Partner-funded access, the Partner may be the controller of certain personal data, and Solace processes that data on the Partner’s behalf. In that case, the Partner’s privacy notice also applies. Our Privacy Policy describes these roles.

11.5 Security and Hosting. Solace stores personal data within the EU/EEA and operates an information security management system certified to ISO/IEC 27001. Any transfer of personal data outside the EU/EEA is made only with appropriate safeguards under Chapter V of the GDPR (Regulation (EU) 2016/679).

12. Data Retention and Deletion

12.1 Core Retention Right. Solace has the right to retain user-provided information and documents within the platform for up to two (2) years after account closure or last user activity, or for such a longer period as required by law (e.g., accounting, tax, or statutory limitation periods).

12.2 Rationale. The retention period reflects (a) the long-term, life-event nature of the Services, (b) the need to ensure continuity for Beneficiaries and estate-related matters, (c) security and audit requirements, and (d) typical limitation periods for contractual and tort claims in our jurisdictions. This period helps users and their families regain access to critical records while enabling Solace to defend against potential legal claims and ensure lawful recordkeeping.

12.3 Category-Specific Periods. Certain technical logs (e.g., error logs, security logs) may be kept for shorter periods consistent with security and operational needs. Certain financial/transactional records may be kept longer if legally mandated.

12.4 Deletion and Anonymization. Upon valid deletion requests, Solace will delete or anonymize personal data in accordance with law and our Privacy Policy, subject to (i) legal obligations, (ii) the need to retain limited records for the establishment, exercise, or defense of legal claims, and (iii) preservation of records already shared with Beneficiaries or Third-Party Providers at your instruction.

12.5 Partner-Funded Access. For Insurance-Bundled Access and other Partner-funded access, retention and deletion of personal data processed on a Partner’s behalf also follow the Partner’s instructions and its agreement with Solace.

13. Suspension and Termination

13.1 By You. You may stop using the Services at any time and request account deletion.

13.2 By Solace. We may suspend or terminate access, with or without notice, if you materially breach the Agreement, threaten Service integrity, or where required by law, court order, or a regulator.

13.3 Effect of Termination. Upon termination, your license ends and access ceases. Sections that by their nature should survive (including 6.3, 6.4, 7, 8, 10.2, 11 to 18) shall survive.

14. Consumer Rights and Right of Withdrawal

14.1 Mandatory Rights. Nothing in these Terms excludes or limits any rights you have as a consumer under mandatory EU or Swedish law.

14.2 Digital Content/Services. If you purchase a subscription directly from Solace as a consumer online, you have a 14-day right of withdrawal. If you ask for the Services to start during the withdrawal period and then withdraw, you may have to pay a proportionate amount for the period used, to the extent permitted by law. You may withdraw using the withdrawal function in the App or on the Site, or by contacting support. Solace provides the legally required pre-contract information.

14.3 Insurance-Bundled Access. Rights relating to the insurance, including any right of withdrawal from the insurance, are exercised against the insurance company in accordance with the insurance terms and conditions.

15. Warranties

15.1 As-Is Basis. To the maximum extent permitted by law, the Services are provided on an “as is” and “as available” basis. Solace does not guarantee uninterrupted or error-free operation or that the Services will meet your particular needs.

15.2 Beta Features. Features labeled as “beta”, “preview”, or similar are experimental, may be unstable, and are provided without any commitments.

16. Disclaimers and Limitation of Liability

16.1 Professional Advice Disclaimer. Solace does not provide legal, medical, mental-health, financial, or tax advice. Any such advice obtained from a Third-Party Provider is the provider’s sole responsibility. Solace does not assume risk or liability for legal or health advice given via service providers or for outcomes arising from reliance on such advice.

16.2 AI/Content Disclaimer. AI outputs and other content may be incomplete or inaccurate. You assume all responsibility for verifying such information and for decisions made in reliance thereon.

16.3 Limitation. To the maximum extent permitted by law, Solace is not liable for indirect, consequential, incidental, special, exemplary, or punitive damages, or for loss of profits, revenue, data, goodwill, or business interruption. Solace is also not liable for acts or omissions of Third-Party Providers, or for insurance cover, claims decisions, or payment of insurance benefits. These are the sole responsibility of the relevant insurance company.

16.4 Cap. To the extent permitted by law, Solace’s aggregate liability for direct damages arising out of or related to the Services shall not exceed (i) the total fees you paid to Solace in the twelve (12) months preceding the event giving rise to liability (if any), or (ii) one hundred (100) euros if you used only free features or Partner-funded access (including Insurance-Bundled Access).

16.5 Non-Excludable Liability. Nothing in these Terms excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited. Consumer-mandatory rights remain unaffected.

17. Compliance and Sanctions

17.1 You represent that you are not subject to sanctions or located in a country embargoed by the EU, U.S., U.K., or UN. You shall not use the Services in violation of applicable export or sanctions laws.

17.2 You shall comply with all applicable laws, including data protection and e-privacy rules when sharing personal data via the Services.

18. Force Majeure

Solace shall not be liable for delay or failure to perform due to events beyond its reasonable control, including acts of God, epidemics, war, terrorism, labor disputes, utility failures, or governmental actions. We will use reasonable efforts to mitigate the impact and to resume performance.

19. Changes to These Terms

19.1 General Changes. We may amend these Terms to reflect changes in law, technology, or our services. Material changes will be communicated via the Site, App, or email and will become effective no earlier than seven (7) days after publication (or sooner where required by law, security, or to prevent abuse).

19.2 Your Options. If you do not agree to updated Terms, you must stop using the Services and may request account deletion. Continued use after the effective date constitutes acceptance.

20. Notices and Communications

20.1 Electronic Communications. You consent to receive notices and communications electronically (e.g., email, in-App, or via the Site).

20.2 Contact. Legal notices to Solace should be sent to:
Solace AB, Legal
Luntmakargatan 26, 111 37 Stockholm, Sweden
Email: info@solace.care

21. General Provisions

21.1 Assignment. You may not assign this Agreement without Solace’s prior written consent. Solace may assign or transfer its rights and obligations under these Terms in connection with a reorganization, merger, acquisition, or sale of assets.

21.2 No Waiver. Failure to enforce any provision shall not constitute a waiver.

21.3 Severability. If any provision is found unenforceable, the remaining provisions shall remain in full force and effect, and the unenforceable provision shall be construed to reflect the original intent to the extent permissible.

21.4 Entire Agreement. These Terms and the Privacy Policy constitute the entire agreement between you and Solace regarding the Services and supersede any prior agreements on the same subject matter. In case of Partner-funded access, Partner terms govern as stated in Sections 1.3 and 4.4.

22. Governing Law and Disputes

22.1 Law and Venue. These Terms are governed by the laws of Sweden, without prejudice to mandatory consumer protections under the law of your habitual residence in the EU/EEA. Subject to Section 22.2, courts in Stockholm, Sweden shall have non-exclusive jurisdiction.

22.2 Consumer Redress. If you are a consumer and we cannot resolve a dispute, you may contact:
• Allmänna reklamationsnämnden (ARN), the Swedish National Board for Consumer Disputes (www.arn.se). For cross-border disputes, you may also contact the European Consumer Centre in your country. Disputes about the insurance should be raised with the insurance company’s complaints function.
Using these mechanisms does not affect your right to bring claims in court.

23. Language and Interpretation

23.1 These Terms may be provided in multiple languages. In case of discrepancy, the English version shall prevail to the fullest extent permitted by law.

23.2 Headings are for convenience only and do not affect interpretation.