EURO.SUPPORT / LEGAL DOCUMENTS

Terms of Service for euro.support

Terms of Use of the Service for Businesses and Organizations

1. Scope and Contracting Parties

These Terms of Service (hereinafter the “Terms”) govern the use of the euro.support cloud platform between European Business Solutions s. r. o., Budatínska 20, 851 06 Bratislava, Slovak Republic, Company ID No. 54 230 012, VAT ID SK2121621689 (hereinafter the “Provider”), and a business, legal entity or other organization that creates an account, orders a plan or uses the Service (hereinafter the “Client”). The Service is not intended for consumers for private use.

The person accepting the Terms on behalf of the Client declares that they are authorized to bind the Client. The Agreement is concluded on the day the Client creates an account and accepts the Terms, activates a trial period, confirms a paid plan or begins using the Service, whichever occurs first.

2. Agreement Components and Document Hierarchy

The Agreement consists of these Terms, the selected plan or individual order, the Data Processing Addendum (DPA), the Responsible AI Use Policy and the list of Subprocessors. The Privacy Policy, End-User Information and Cookie Policy are informational in nature unless expressly stated otherwise therein.

In the event of a conflict, the signed individual order prevails, followed by the DPA with respect to the processing of personal data, then these Terms and finally the other contractual documents. The terms of Stripe, Shopify or another distribution channel govern their own payment and platform services; they do not change the scope of the Service provided by the Provider.

3. Key Definitions

• Service – the euro.support platform, including the client area, chat widget, tickets, translations, AI features, knowledge sources, integrations, API and related services.
• End User – a customer, visitor or other person who communicates with the Client through the Service.
• Account User – an employee, agent, supplier or other person whom the Client has authorized to access the account.
• Client Content – messages, tickets, attachments, contact and order data, product feeds, knowledge sources, instructions, settings and other data entered or made available by the Client.
• AI Output – a translation, reply suggestion, summary, categorization, recommendation or automated action created or suggested using AI.
• Plan – the selected scope of features, users, ticket inboxes, credits, limits and pricing.
• Documentation – the current technical and user instructions made available by the Provider.

4. Purpose and Features of the Service

euro.support helps the Client provide international customer support without language barriers. Depending on the activated features, the Service may include in particular:

• live chat with language identification and translation of messages between the End User and the agent;
• receipt and processing of email tickets, including attachments, translations, priorities and categories;
• an AI agent, reply suggestions, summarization, categorization and handover of communication to a human;
• knowledge sources, questions and answers, product feeds, vector search and context for AI;
• communication history, statistics, operational reports and team management;
• integrations with e-commerce stores, especially Shopify, and with APIs or systems selected by the Client;
• commercial features, such as retrieving an order, tracking a shipment, checking product availability or cancelling an order, if enabled by the Client.

The Provider may continuously fix and develop the Service. The Provider will inform the Client reasonably in advance of any change that materially reduces a principal paid feature, unless this is prevented by security, a legal obligation or an urgent fix. Features labeled beta, preview or trial may be changed or discontinued and are provided without a commitment to general availability.

5. Account, Users and Access Security

The Client shall provide true and up-to-date information, designate authorized Account Users, assign them appropriate roles and protect login credentials. Individual accounts may not be shared between persons. The Client is responsible for the activities of its Account Users and shall promptly report any suspected unauthorized access or misuse.

The Provider may require re-verification, a password change or restrict a session where reasonably necessary to protect the account. The Client is responsible for the security of its own systems, devices, API keys and integrations connected to the Service.

6. Obligations Towards End Users

The Client determines the purposes and legal bases for processing the communications of its End Users and, to this extent, is the controller of the personal data. In particular, the Client shall:

• provide its own transparent information on the processing of personal data and the use of chat, tickets, translations and AI;
• ensure the necessary legal basis, consents and mechanism for cookies or similar technologies on its website;
• clearly inform the End User, no later than upon first contact, that they are communicating with AI, unless this is obvious from the circumstances;
• provide reasonable access to a human agent or review of significant AI Output;
• not enter into the Service any data it is not authorized to process and not request unnecessary sensitive data;
• handle data subject rights and establish appropriate retention rules for its communications.

7. Acceptable Use

The Client and Account User may not use the Service for:

• illegal, fraudulent, deceptive, discriminatory or harassing activities;
• distributing malicious code, spam or content that infringes third-party rights;
• evading security measures, limits, authentication, usage metering or billing;
• unauthorized vulnerability testing, reverse engineering or obtaining source code, except to the extent expressly permitted by mandatory law;
• creating a competing service by copying material elements of the Service or systematically obtaining data;
• processing special categories of data, criminal conviction and offence data or highly regulated data, unless agreed in writing in advance and appropriately secured;
• using AI for prohibited practices, social scoring, manipulative techniques or decisions with legal or similarly significant effects without the necessary legal basis and human oversight.

The Client shall comply with the export, sanctions and trade restrictions applicable to it. In the event of a violation, the Provider may, after reasonable notice, remove specific content or restrict a feature; it may act without notice in the event of an imminent security or legal risk.

8. AI, Translations and Human Oversight

AI and machine translations operate probabilistically. Output may be incomplete, inaccurate, inappropriate or similar to output generated for another person. The Client shall assess the suitability of AI for its purposes and configure the level of automation, knowledge sources, permitted features, escalation and human oversight.

AI Output is not legal, medical, financial or other professional advice. Before sending or carrying out any action, the Client must verify information that may affect price, order, claim, contract, security or a person’s rights. Detailed rules are set out in the Responsible AI Use Policy.

The Provider does not use Client Content to train its own general-purpose model and will not enable voluntary sharing of Client Content for training an external AI provider’s models without the Client’s express instruction. Creating embeddings and an index for searching the content of a specific Client does not constitute training of a general-purpose model.

9. Client Content and Licenses

The Client retains all rights to the Client Content. The Client grants the Provider, for the term of the agreement, a non-exclusive licence and instruction to host, copy, translate, index, transmit and otherwise process the Client Content only to the extent necessary to provide, secure and support the Service. The Client warrants that it has the rights necessary for this instruction.

The Provider may create aggregated and reasonably anonymised operational statistics that do not identify the Client or the End User, for measuring performance, security and capacity and for improving the Service. It shall not use such data to restore a person’s identity.

10. Integrations, Shopify and Commerce Features

The Client activates the integration and grants its scope of permissions. The Client is responsible for authorisation to access the connected store, API and data. The third party may change, restrict or suspend its own service; the Provider is not responsible for its independent operation.

For Shopify, installation, permissions, plan and payment may be confirmed directly in Shopify. A store may have only one active app subscription at a time. A plan change takes effect in accordance with the confirmation and Shopify’s rules. Uninstalling the app will generally automatically cancel the Shopify subscription; however, it does not mean that all data will automatically be deleted, which is governed by Section 23 and the DPA. Any prorated charges, credits, taxes and refunds are determined by Shopify.

A feature that changes an external system—for example, cancelling an order—will be performed only with the permitted authorisation and in accordance with the configured confirmation procedure. The Client shall verify the scope of access and is responsible for its business rules, the legitimacy of the action and communication with the customer.

11. Plans, Trial Period and Limits

The scope of the Service is determined by the Plan displayed at checkout or in an individual offer. Limits may include AI credits based on actual model and token consumption, the number of ticket inboxes, users, data sources or other operational units. Current usage displayed in the Service may be subject to a short delay.

Once a limit has been reached, the relevant paid feature may be suspended, reduced or become available only after a Plan change or renewal of the period. The Provider shall not charge the Client for usage exceeding the limit without the Client’s consent, unless the order expressly specifies a usage-based regime and a maximum amount. The trial period may be limited and, after it ends, the account will change to the available free mode or paid features will stop, as stated at activation.

12. Prices, Billing, Taxes and Payments

Prices, currency, billing period and taxes are stated at checkout. For a direct order, payment is processed by Stripe and prices are exclusive of VAT unless otherwise stated. For a Shopify order, Shopify manages the price, currency, tax, invoice and collection in accordance with the merchant’s billing account. The Provider does not process complete payment card details.

A paid Plan renews for the same period until the Client cancels it before the next renewal. The Client is responsible for accurate billing and tax information and shall pay applicable statutory taxes other than the Provider’s income tax. Fees are non-refundable, except where required by law, an individual order or the rules of the billing platform.

If a direct payment fails, the Provider may retry the payment and shall provide a reasonable period to remedy the failure, generally 7 days. It may then suspend paid features or downgrade the Plan. The Client shall pay undisputed amounts when due even during a dispute concerning another item.

13. Price Changes

The Provider may change the price for future billing periods. It shall notify the Client of an increase at least 30 days in advance, unless the change is determined by a tax, exchange rate, platform or law with a shorter notice period. If the Client does not accept the new price, it may cancel the Plan before it takes effect. For Shopify, the change is confirmed and applied in accordance with Shopify’s mechanism.

14. Availability, Maintenance and Support

The Provider operates the Service with professional care and reasonable measures; however, it does not guarantee continuous or error-free availability. It will endeavour to announce scheduled maintenance in advance; urgent maintenance may be performed without notice. Availability may be affected by the internet, infrastructure, AI models, email and commerce platforms or an event beyond the Provider’s control.

Standard support is provided electronically within the scope of the Plan. A binding service level, response time or service credit applies only if expressly stated in an individual order.

15. Confidentiality

Each party shall protect the other party’s non-public business, technical and security information with at least the same degree of care it uses for its own information of a similar nature, and in no event less than reasonable care. It shall disclose such information only to persons who need to know it and are bound by confidentiality obligations, or where required by law. Where permitted, it shall notify the other party before any required disclosure.

This obligation does not apply to information that was lawfully public, received without a confidentiality obligation, independently developed or lawfully known before disclosure. The obligation continues for 5 years after termination of the agreement; for trade secrets, for as long as they remain protected.

16. Personal Data Protection and Security

If the Provider processes personal data on behalf of the Client, the DPA applies. The Provider uses appropriate technical and organisational measures having regard to the risk and may engage subprocessors listed in the current list. The Client must not regard the Service as a substitute for its own assessment of risks, access rules, backups or legal obligations.

17. Intellectual Property and Feedback

The Provider and its licensors retain rights to the Service, software, design, documentation, model configurations, trademarks and improvements. During the term of the agreement, it grants the Client a limited, non-exclusive, non-transferable right to use the Service for internal business purposes and to provide support to its own End Users.

To the extent permitted by applicable law to acquire rights in AI output, the output belongs to the Client upon fulfilment of its payment obligations. The Provider does not guarantee uniqueness or non-infringement of third-party rights. The Provider may use feedback free of charge to develop the Service, provided it does not contain Client Content or confidential information.

18. Representations and Warranty Disclaimers

Each party represents that it may enter into the agreement and will comply with applicable law. The Provider will provide the Service with the professional care customary for a cloud service. If the Client reports a material reproducible defect, the Provider will reasonably endeavour to correct it or provide a workaround.

To the fullest extent permitted by law, the Service, beta features, AI outputs and third-party services are provided without any further express or implied warranties, including fitness for a particular purpose, uninterrupted availability, completeness or achievement of a specific business result.

19. Indemnification

The Client shall indemnify the Provider against a valid third-party claim arising from Client Content, unlawful use of the Service or the Client’s breach of Sections 6 and 7, provided that the Provider promptly informs the Client, allows it to conduct the defence and provides reasonable cooperation.

The Provider shall indemnify the Client against a valid claim alleging that the unmodified Service infringes a third party’s copyright or patent in the EU. It may secure the right to continued use, modify the Service or discontinue the affected feature with a prorated refund of the prepaid fee. This obligation does not apply to Client Content, an integration, a Client instruction, combination with a third-party product, an outdated version or AI output that the Client used despite an obvious risk.

20. Limitation of Liability

To the extent permitted by law, neither party shall be liable for indirect damage, loss of profit, loss of opportunity, loss of goodwill or loss of data where such loss could reasonably have been prevented by a backup, nor for consequences of a third-party service. The Provider’s total liability for all claims in any 12-month period shall not exceed the higher of: the fees paid or payable for the Service during the preceding 12 months or EUR 500.

The limitations shall not apply to intentional conduct, gross negligence, harm to life or health, the Client’s obligation to pay fees, infringement of intellectual property rights or confidentiality, or other cases in which liability cannot be limited by law. In the protection of personal data, this limitation shall apply only to the extent compatible with the GDPR and the rights of data subjects.

21. Suspension of the Service

The Provider may restrict or suspend the affected part of the Service if a payment remains overdue after the cure period, the Client exceeds the agreed limits, breaches the Agreement, or the use creates a legal, security or operational risk. Where possible, it shall notify the Client, state the reason and allow for remediation. The suspension shall be proportionate to the risk and shall end once the reason has been remedied.

22. Term, Cancellation and Withdrawal

The Agreement shall remain in force for the duration of the active account or Plan. The Client may cancel the Plan in the client area, through the billing portal or in Shopify. Cancellation shall take effect at the end of the period already paid for, unless the platform or order provides otherwise. A free account may be cancelled by submitting a request to the Provider.

Either party may terminate the Agreement for a material breach if the other party fails to remedy the breach within 10 days of written notice. Immediate termination is possible in the event of unlawful use, a serious security risk, insolvency or a breach that cannot be remedied.

23. Export and Deletion upon Termination

After termination, the Client may, within 30 days, request an export of Client Content in a standard format normally available, provided that the account was not cancelled due to unlawful use and the data is technically available. The Provider is not required to create a new format or restore data beyond the scope of regular backups.

After this period, the Provider shall delete or anonymize Client Content in accordance with the DPA, generally from active systems within 60 days and from backups in the ordinary cycle no later than 180 days, unless longer retention is required by law, for incident resolution or a legal claim. Data for which the Provider is an independent controller shall be retained in accordance with the Privacy Policy.

24. Force Majeure

A party shall not be liable for delay caused by an event beyond its reasonable control, such as a network or cloud outage, cyberattacks, a natural event, war, action by a public authority or an outage of a key third party, provided that it takes reasonable steps to mitigate the consequences. This shall not affect the obligation to pay for the Service already provided.

25. Assignment and Subcontractors

The Client may not assign the Agreement without the Provider’s written consent, except to a legal successor in a merger or sale of a substantial part of the business that assumes the obligations and is not a direct competitor of the Provider. The Provider may assign the Agreement within its group or to a legal successor and may use subcontractors, while remaining responsible for their contractual obligations.

26. Notices and Changes to the Terms

Operational and contractual notices may be delivered by email to the account’s contact address, in the Service or to the registered office address. The Client shall keep its contact details up to date. The Provider shall notify the Client of a material change to the Terms at least 30 days in advance; a change required by law or security may take effect earlier. If the Client does not accept the change, it may terminate the Agreement before it takes effect.

27. Final Provisions

The Agreement constitutes the entire agreement concerning the Service. Failure to exercise a right shall not constitute a waiver of that right. If a provision is invalid, it shall be replaced by a valid provision with the closest possible purpose, and the remaining provisions shall remain effective. Provisions concerning fees, confidentiality, intellectual property, liability, export, deletion and dispute resolution shall survive according to their nature.

The Agreement shall be governed by the laws of the Slovak Republic, excluding its conflict-of-law rules. Disputes shall be resolved by the courts of the Slovak Republic with subject-matter and territorial jurisdiction, unless mandatory law provides otherwise. The Slovak version shall prevail until an expressly equivalent language version is published. Contact: info@euro.support.