Terms and Conditions – StrixVerse Inbox

This is an English translation provided for convenience. If there is any discrepancy, the Portuguese version prevails.

These terms govern the use of StrixVerse Inbox, provided by StrixVerse – António Carlos Martins, tax number (NIF) 266097570, Rua de Vilar, n.º 41, Coucieiro, Vila Verde, Braga, Portugal ("StrixVerse", "we"), to the company or person subscribing to it ("Customer").

Acceptance: the Customer accepts these terms, and the Data Processing Agreement that forms part of them, by ticking the acceptance box when subscribing. The person accepting declares that they have authority to bind the Customer. StrixVerse keeps a record of the acceptance (entity, tax number, name and email of the person accepting, date and time, version accepted).

1. The service

StrixVerse Inbox is a hosted platform that brings messages from WhatsApp, Instagram, Messenger and the Customer's website chat into a single inbox. Depending on the plan, it includes an AI assistant that replies automatically, looks up orders in the Customer's Shopify store and hands the conversation over to the team when needed.

2. Plans, credits and prices

• Plans, prices and limits (number of agents and included AI credits) are those stated in the proposal or on the pricing page in force on the subscription date.
• Prices do not include VAT, which is added at the legal rate.
• AI credits: each reply generated by the assistant consumes credits. The number of credits per reply depends on the AI model used. Included credits renew each month and do not carry over to the following month.
• Extra usage: above the included credits, additional usage is billed at the price in force, up to the monthly limit set by the Customer. When that limit is reached, the assistant stops replying and conversations pass to the Customer's team.
• Setup: the setup fee covers the initial technical configuration: connecting the channels, connecting the Shopify store and the base configuration of the AI assistant (identification as AI, handover to the team, safety rules). It does not include creating the assistant's knowledge (FAQs, documents, business description), which is done by the Customer. The fee is non-refundable once work has started.
• Third-party costs: the fees charged by Meta for WhatsApp messages are paid by the Customer directly to Meta, through the Customer's WhatsApp Business account, unless otherwise agreed in writing.

3. Billing and payment

• The subscription is monthly, charged in advance through Stripe. Extra usage is charged in the following period.
• If payment is not made, we may suspend the service after notifying the Customer by email and after a period of 7 days.
• We may update prices with 30 days' prior notice. The Customer may cancel before the change takes effect.

4. Term and cancellation

• The contract is monthly and renews automatically.
• The Customer may cancel at any time, effective at the end of the period already paid. Partial periods are not refunded.
• After cancellation, the Customer may request an export of conversations and contacts for 30 days. After that period, the data is deleted.

5. Customer obligations

The Customer undertakes to:

• comply with the policies of Meta, WhatsApp Business (including the Commerce Policy and the messaging policy), Instagram and Shopify;
• obtain the consent of its customers where the law requires it, in particular before sending marketing messages or messages outside the WhatsApp 24-hour window;
• keep the information given to the AI assistant (prices, policies, deadlines) correct and up to date;
• not use the service for spam, or for content that is illegal, misleading or infringes third-party rights;
• keep its users' credentials secure and enable two-factor authentication;
• inform its customers, in its privacy policy, that it uses StrixVerse Inbox and an AI assistant.

6. Artificial intelligence

• The Customer creates and maintains the assistant's knowledge (FAQs, documents, business description, scenarios and any instructions it adds) and is solely responsible for its accuracy and lawfulness.
• The assistant replies based on that knowledge and on the store's data. It can make mistakes. The Customer is responsible for monitoring conversations and correcting the knowledge when necessary.
• StrixVerse configures the assistant's base rules: identifying itself as AI, handing the conversation over to the team when asked, not inventing information and declining topics outside the business. The Customer must not remove or contradict these rules. If it does, the consequences are its sole responsibility.
• The assistant identifies itself as AI, in accordance with the EU AI Act. The Customer must not configure it to pose as a person.
• The assistant must not make decisions with significant effects on end customers (for example, refunds or cancellations) without human intervention.
• AI models are provided by third parties (currently OpenAI). We may change model or provider to maintain the quality and cost of the service, without reducing the contracted features.

7. Personal data

• With regard to the data of the Customer's end customers, StrixVerse acts as processor and the Customer as controller. The Data Processing Agreement, published at https://strixverse.com/en/inbox/dpa, forms part of these terms and is accepted together with them.
• The Privacy Policy describes the data processed and the processors used: https://strixverse.com/en/inbox/privacy

8. Availability and support

• We make reasonable efforts to keep the service available 24 hours a day. Interruptions for maintenance may occur, which we try to carry out outside business hours and with prior notice when possible.
• We do not control third-party platforms (Meta, Shopify, OpenAI). Failures or changes on those platforms may affect the service.
• Email support at team@strixverse.com, on working days, from 9:00 to 18:00 (Lisbon time).

9. Liability

• The service is provided "as is", within the limits of the law.
• StrixVerse's total liability for damages related to the service is limited to the amount paid by the Customer in the 3 months before the event that caused the damage.
• We are not liable for loss of profit, lost sales or indirect damages, or for AI replies based on incorrect information provided by the Customer.
• These limitations do not apply in cases of willful misconduct or gross negligence, or where the law does not allow them.

10. Suspension

We may suspend an account, with notice whenever possible, if the Customer breaches these terms or the platforms' policies, or if the account puts at risk the security of the service or the approval of our apps by Meta.

11. Intellectual property

StrixVerse Inbox is based on licensed third-party software (including Chatwoot). The Customer receives a non-exclusive, non-transferable right of use during the contract. The Customer's content and data remain its property.

12. Changes to the terms

We may change these terms with 30 days' notice by email. If the Customer does not agree, it may cancel before the change takes effect.

13. Law and jurisdiction

Portuguese law applies. The courts of the district of Braga have jurisdiction over any dispute, without prejudice to mandatory rules to the contrary.

Contact: team@strixverse.com