1. Introduction and Acceptance 

These Terms of Service (“Terms”) govern your access to and use of Aliat (the “Service”, “Platform”), a software-as-a-service product operated by JivyGroup Software S.R.L. (“Jivy Group”, “we”, “us”, “our”), a Romanian limited liability company (Societate cu Răspundere Limitată), with registered office at Bucharest, Sector 2, Pipera road, no. 48A, Bl. E, Et. 4, off. 408, registered with the Romanian Trade Register under no. J2022002531405, fiscal code 45627469. 

By creating an account, accessing, or using the Service, you (“Customer”, “you”, “your”) agree to be bound by these Terms. If you do not agree, do not use the Service. 

If you are entering into these Terms on behalf of an organization, you represent and warrant that (i) you have the legal authority to bind that organization, and (ii) you have read, understood, and agreed to these Terms on its behalf. In that case, “you” and “Customer” refer to that organization. 

These Terms incorporate by reference our Privacy Policy (https://aliat.io/privacy), our Acceptable Use Policy and, where applicable, our Data Processing Agreement (DPA). 

2. Definitions 

Term	Meaning
Account	The Customer’s account on the Service, including all associated configuration, data, and users.
Customer	The legal person (individual or entity) that has registered for the Service and accepted these Terms.
End-User	A natural person who interacts with the Customer via a messaging channel connected to Aliat (e.g. an Instagram or Facebook user).
Customer Data	Any data, content, configuration, or information submitted to or generated through the Service by the Customer or its End-Users, including Knowledge Base content, conversation history, and contact records.
Subscription	The Customer’s paid plan giving access to the Service for a recurring period.
Subscription Fees	The recurring fees payable for the Subscription, plus any applicable overage charges.
Free Trial	A limited-duration period during which the Customer may use the Service without paying Subscription Fees.
Connected Channels	Third-party messaging platforms (e.g. Facebook Messenger, Instagram) that the Customer connects to the Service to send and receive messages.
Documentation	The user guides, technical documentation, and Service descriptions published by us at https://aliat.io and within the Platform.

3. Description of the Service 

Aliat is a multi-channel AI-powered customer-conversation platform. It enables the Customer to deploy an automated conversational assistant across Connected Channels, manage End-User conversations from a unified inbox, and configure bot behaviour, knowledge base content, and human-agent escalation rules. 

The Service includes: 

• Connection to and operation across supported messaging channels. 

• AI-generated responses to End-User messages, based on the Customer’s Knowledge Base. 

• A unified inbox, contact records, and conversation history. 

• Tools for Customer staff to take over and respond to conversations manually. 

• Configuration of bot personality, language, knowledge base, and channel behavior. 

• Reporting, usage metrics, and billing dashboards. 

We may modify, add, or remove features at any time. We will provide reasonable advance notice of material changes that adversely affect the Service. Continued use of the Service after such changes take effect constitutes acceptance. 

4. Artificial Intelligence Disclosure 

Aliat uses artificial intelligence to generate responses to End-User messages. The Customer acknowledges and agrees that: 

1. AI-generated responses are produced by large language models and may be incorrect, incomplete, or inappropriate. We do not guarantee the accuracy, suitability, or fitness for any particular purpose of any AI-generated content. 
2. The Customer is solely responsible for the content sent on its behalf through the Service. The Customer must review the bot’s behavior, monitor conversations, and intervene where necessary. 
3. The Customer must clearly disclose to End-Users, where required by applicable law, channel policy, or reasonable user expectation, that conversations may be handled by an AI bot. Aliat is configured by default to identify itself as an automated assistant when reasonably required, and the Customer must not configure the bot to impersonate a human. 
4. End-User messages are transmitted to our AI inference sub-processor (currently Microsoft) for the limited purpose of generating responses, as described in our Privacy Policy. 
5. The Customer must not use the Service to make automated decisions that produce legal or similarly significant effects on End-Users (within the meaning of Article 22 GDPR), without independent human review. 

5. Accounts and Authorized Users 

5.1 Account Creation 

To use the Service, the Customer must create an Account. The Customer agrees to: 

• Provide accurate, current, and complete information. 

• Maintain and promptly update Account information. 

• Keep credentials confidential and not share login credentials with others. 

• Use strong passwords and enable two-factor authentication where available. 

• Notify us immediately of any unauthorized access or security breach affecting the Account. 

5.2 Eligibility and Business-Use Representation 

The Customer must be at least 18 years of age and have full legal capacity to enter into binding contracts. The Service is designed and priced for business use, although individual freelancers and sole traders are also welcome to use the Service for business purposes. By creating an Account, you represent that you are entering into these Terms for purposes relating to your trade, business, craft, or profession. Notwithstanding the foregoing, if applicable mandatory consumer protection law in your jurisdiction treats you as a consumer despite the business purpose of your use, nothing in these Terms limits or excludes any rights you have under that law that cannot be limited or excluded by contract.  

5.3 Authorized Users 

The Customer may invite team members and grant them access to the Account with defined permissions. The Customer is responsible for the acts and omissions of all persons who access the Service through the Customer’s Account, as if those acts were the Customer’s own. 

5.4 Connecting Third-Party Channels 

To use the Service, the Customer authorizes Aliat to connect to and access the Customer’s third-party business assets (Facebook Pages, Instagram Business Accounts). The Customer represents and warrants that: 

1. It owns or has all necessary rights and authorizations to connect those assets. 
2. It complies with the terms of service of each connected platform (including Meta Platform Terms,etc.). 
3. It has obtained all necessary consents from End-Users where required by applicable law. 
4. It will not use the Service to send unsolicited messages or to violate any platform’s policies. 

6. Acceptable Use 

The Customer agrees not to use the Service to: 

• Send spam, unsolicited bulk messages, or messages that violate any platform’s anti-spam policies. 

• Send content that is illegal, defamatory, harassing, threatening, abusive, hateful, or sexually explicit. 

• Send content that infringes the intellectual property, privacy, or other rights of any third party. 

• Engage in fraud, phishing, social engineering, or any deceptive practice. 

• Distribute malware, viruses, or other harmful code. 

• Promote regulated or restricted goods or services in violation of applicable law (e.g. tobacco, illegal drugs, weapons, certain financial products, adult services to minors). 

• Bypass, interfere with, or attempt to disrupt the Service or its security features. 

• Reverse engineer, decompile, or attempt to extract the source code of the Service, except to the extent expressly permitted by law. 

• Use the Service to compete with Jivy Group, to build a competing product, or to benchmark for competitive purposes without our express written consent. 

• Resell, sublicense, or otherwise commercially exploit the Service without express written authorization. 

• Use the Service in any manner that violates applicable law, including data protection law, consumer protection law, and platform-specific terms. 

Violation of this Section 6 is grounds for immediate suspension or termination of the Account, with or without notice. Specific prohibited content categories may be detailed further in our Acceptable Use Policy, which forms part of these Terms. 

7. Subscriptions, Fees, and Billing 

7.1 Plans and Pricing 

The Service is offered on subscription plans described at https://aliat.io/pricing. Pricing, plan inclusions, and overage rates may be updated from time to time, with effect for renewal periods or as otherwise notified. 

7.2 Free Trial 

We offer a 14-day Free Trial of the Service, which does not require a payment card to start. At the end of the Free Trial, the Customer may choose to subscribe to a paid plan to continue using the Service. If the Customer does not subscribe, access to the Service will be paused, and the Customer’s data will be retained as described in our Privacy Policy. 

During the Free Trial, the Service may have feature, usage, or volume limitations. Free Trials may be discontinued or modified at our discretion. 

7.3 Subscription Fees and Billing 

The Customer agrees to pay all Subscription Fees in advance, on the billing schedule selected (monthly or annual). Subscriptions automatically renew at the end of each billing period for the same term, at the then-current rates, unless cancelled before renewal as set out below. 

Payments are processed by our payment processor, Stripe Payments Europe Ltd. By providing a payment method, the Customer authorizes us (and Stripe) to charge that payment method for all applicable fees, including Subscription Fees, overage charges, and applicable taxes. 

7.4 Currency and Taxes 

Prices are denominated in EUR for European customers and USD for customers outside Europe, as displayed on the pricing page and in checkout. All prices are exclusive of VAT and other applicable taxes, which will be added at checkout where applicable. The Customer is responsible for any withholding taxes, duties, or other governmental charges payable in respect of the Service. 

7.5 Overage Charges 

Each Subscription plan includes a defined volume of Monthly Active Contacts (MACs) or other usage metrics. Usage above the included volume is billed at the overage rate published on our pricing page. Overage charges are billed at the end of the billing period in which they accrue. 

7.6 Changes to Pricing 

We may change Subscription Fees and overage rates from time to time. Changes will take effect at the start of the Customer’s next billing period, with at least 30 days’ advance notice (sent by email or shown in the platform). The Customer may cancel before the new rates take effect to avoid the change. 

7.7 Payment Failure 

If a payment fails, we will retry the charge and notify the Customer. If payment is not received within a reasonable period (typically up to 14 days), we may suspend access to the Service. Continued non-payment may result in termination of the Account and deletion of Customer Data, in accordance with the retention periods set out in our Privacy Policy. 

7.8 Refunds 
Subscription Fees are non-refundable for partial billing periods, except (a) where required by mandatory consumer protection law, or (b) where we expressly agree otherwise in writing. Cancellation takes effect at the end of the current billing period, and the Customer retains access until that date.  
For Customers who qualify as consumers under Directive 2011/83/EU: you have a 14-day right of withdrawal from the date of contract conclusion. By beginning to use the Service during this period, you expressly consent to immediate performance and acknowledge that you will lose your right of withdrawal once the Service has been fully provided during the withdrawal period. If you withdraw before the Service is fully provided, you will be charged only for the services actually provided up to the point of withdrawal, calculated proportionally. We will process any refund due within 14 days using the same payment method you used. 

7.9 Cancellation 

The Customer may cancel the Subscription at any time from within the platform (Settings → Billing → Cancel Subscription) or by contacting billing@aliat.io. Cancellation takes effect at the end of the current billing period. The Customer retains access to the Service until that date. 

8. Customer Data 

8.1 Ownership 

The Customer retains all rights, title, and interest in and to Customer Data. We do not claim ownership of Customer Data. 

8.2 License to Process 

The Customer grants Jivy Group a limited, worldwide, non-exclusive, royalty-free license to host, store, process, transmit, display, and otherwise use Customer Data solely as necessary to provide the Service to the Customer, and to comply with these Terms and applicable law. This license terminates when the Customer Data is deleted in accordance with these Terms. 

8.3 Customer Responsibilities 

The Customer represents, warrants, and covenants that: 

1. It has all rights, licenses, consents, and authorizations necessary to provide Customer Data to the Service and to authorize its Processing as described in these Terms and the Privacy Policy. 
2. Customer Data does not infringe the rights of any third party, does not contain malware, and does not violate applicable law. 
3. It has provided all required notices to End-Users and obtained all required consents under applicable data protection law (including, where applicable, consent for automated processing, marketing communications, and cookies). 
4. It will not submit special categories of personal data (Article 9 GDPR — health, religion, political opinion, biometric data, etc.) or data relating to criminal convictions through the Service. The Service is not designed or certified for processing special categories of personal data, and the Customer accepts sole responsibility and liability for any breach of this prohibition. 

8.4 Data Protection 

Where Aliat Processes personal data on behalf of the Customer, the parties’ respective obligations under data protection law are governed by our Data Processing Agreement, which forms part of these Terms by reference. The DPA includes Standard Contractual Clauses for transfers outside the EEA where applicable. 

9. Intellectual Property 

9.1 Aliat IP 

All right, title, and interest in and to the Service, including all software, technology, trademarks, designs, content, and Documentation, are and remain the exclusive property of Jivy Group and its licensors. No rights are granted to the Customer except as expressly set forth in these Terms. 

The Customer is granted a limited, non-exclusive, non-transferable, revocable license to access and use the Service solely for the Customer’s internal business purposes, during the term of the Subscription, in accordance with these Terms and the Documentation. 

9.2 Feedback 

If the Customer provides any feedback, suggestions, or ideas about the Service, the Customer grants Jivy Group a perpetual, irrevocable, worldwide, royalty-free license to use, modify, distribute, and exploit such feedback for any purpose, without obligation or compensation. 

9.3 Aggregated and Anonymized Data 

Jivy Group may collect, generate, and use aggregated and anonymized data derived from the operation of the Service for purposes of analytics, benchmarking, product improvement, and reporting. Such data, once anonymized, does not constitute Personal Data and is not subject to the data-protection obligations applicable to Customer Data. 

10. Confidentiality 

Each party agrees to protect the other party’s Confidential Information with the same degree of care it uses for its own confidential information of similar importance, and in any case no less than reasonable care. Confidential Information includes any non-public information disclosed by one party to the other that is marked as confidential, identified as confidential at the time of disclosure, or that a reasonable person would understand to be confidential. 

Confidential Information does not include information that: 

• Is or becomes publicly available without breach of these Terms. 

• Was rightfully known to the recipient before disclosure. 

• Is rightfully received by the recipient from a third party without confidentiality obligations. 

• Is independently developed by the recipient without use of the disclosing party’s Confidential Information. 

The receiving party may disclose Confidential Information as required by law or court order, provided it gives prompt notice (where legally permitted) so the disclosing party can seek a protective order. 

11. Service Availability and Support 

11.1 Availability 

We use commercially reasonable efforts to maintain high availability of the Serviceon a monthly basis, excluding scheduled maintenance, force-majeure events, and outages of third-party platforms (e.g. Meta) outside our reasonable control. We do not provide a contractual service level agreement (SLA) with credits unless expressly agreed in writing for enterprise plans. 

11.2 Maintenance 

We may perform scheduled or emergency maintenance that temporarily limits or suspends Service availability. We will give reasonable advance notice of scheduled maintenance where practicable. 

11.3 Support 

Support is provided by email to support@aliat.io and through any in-platform support channels. Support availability and response targets depend on the Customer’s. 

11.4 Third-Party Dependencies 

The Service depends on third-party platforms (Meta, Microsoft, Stripe, etc.). Outages, policy changes, or restrictions imposed by those third parties are outside our control, and we are not liable for any resulting unavailability or change in functionality. We will use reasonable efforts to keep the Customer informed of material third-party changes affecting the Service. 

12. Suspension 

We may suspend the Customer’s access to the Service, immediately and without prior notice, if: 

• Required by applicable law or by a third-party platform (e.g. Meta) policy. 

• The Customer’s use poses a security, privacy, or legal risk to Jivy Group, other Customers, or End-Users. 

• The Customer materially breaches these Terms or our Acceptable Use Policy. 

• Payment is overdue, after notice and a reasonable cure period. 

• Necessary to protect the integrity, performance, or security of the Service. 

Where reasonably possible, we will give advance notice and an opportunity to cure. We will use reasonable efforts to limit the duration and scope of any suspension. 

13. Term and Termination 

13.1 Term 

These Terms commence on Account creation and continue until terminated. 

13.2 Termination by the Customer 

The Customer may terminate at any time by cancelling the Subscription and deleting the Account from within the platform, or by contacting privacy@aliat.io. Termination takes effect at the end of the current billing period, unless an earlier date is requested. 

13.3 Termination by Us 

We may terminate these Terms and the Account: 

• For material breach by the Customer that is not cured within 14 days of written notice. 

• For non-payment after notice and a reasonable cure period. 

• Immediately, if the Customer engages in unlawful, fraudulent, or seriously abusive conduct. 

• On 60 days’ written notice if we discontinue the Service generally. 

13.4 Effect of Termination 

On termination: 

1. All Customer rights to access the Service cease immediately. 
2. The Customer may, for a period of 30 days following termination, request export of Customer Data in a structured, commonly-used machine-readable format. After that period, Customer Data will be deleted in accordance with our Privacy Policy, except where retention is required by law. 
3. All accrued and unpaid fees become immediately due and payable. 
4. Sections that by their nature should survive termination (including Sections 8 [Customer Data ownership], 9 [IP], 10 [Confidentiality], 14 [Disclaimers], 15 [Limitation of Liability], 16 [Indemnification], 18 [Governing Law]) shall so survive. 

14. Disclaimers 

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE”, WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR ACCURACY OF AI-GENERATED CONTENT. 

Without limiting the foregoing, we do not warrant that: 

• The Service will be uninterrupted, error-free, or secure against all attacks. 

• Defects will be corrected within any specific timeframe. 

• AI-generated responses will be accurate, complete, or fit for any specific purpose. 

• Third-party platforms will continue to support the Service. 

• The Service will comply with all jurisdictions’ laws applicable to the Customer’s specific use case. 

The Customer is solely responsible for evaluating the suitability of the Service for its purposes, for compliance with applicable law in its operations, and for the content of all messages sent through the Service. 

Nothing in this Section 14 affects any rights you may have under mandatory consumer protection law, including the conformity guarantees provided by Directive (EU) 2019/770 on digital content and digital services. Where you qualify as a consumer under applicable law, the Service must conform to the contract description and be fit for the purposes for which digital services of the same type are normally used. In case of non-conformity, you may exercise the remedies provided by applicable consumer protection law, including requesting that the non-conformity be brought into conformity free of charge within a reasonable time, or obtaining a proportionate reduction in price, or terminating the contract. 

15. Limitation of Liability 

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW: 

1. NEITHER PARTY SHALL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, REVENUE, GOODWILL, BUSINESS, OR DATA, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. 
2. EACH PARTY’S AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE TOTAL FEES PAID OR PAYABLE BY THE CUSTOMER TO US IN THE 12 MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM. 

These limitations apply regardless of the legal theory on which the claim is based (contract, tort, statute, or otherwise) and even if any limited remedy fails of its essential purpose. 

NOTHING IN THESE TERMS LIMITS OR EXCLUDES LIABILITY THAT CANNOT BE LIMITED OR EXCLUDED UNDER APPLICABLE MANDATORY LAW, INCLUDING LIABILITY FOR: (i) DEATH OR PERSONAL INJURY CAUSED BY NEGLIGENCE; (ii) FRAUD OR FRAUDULENT MISREPRESENTATION; (iii) INTENTIONAL FAULT (DOL) OR GROSS NEGLIGENCE (CULPĂ GRAVĂ) UNDER ROMANIAN LAW; (iv) BREACH OF MANDATORY DATA PROTECTION OBLIGATIONS UNDER THE GDPR WHERE SUCH LIABILITY CANNOT BE CONTRACTUALLY LIMITED; OR (v) ANY OTHER LIABILITY THAT APPLICABLE MANDATORY LAW DOES NOT ALLOW TO BE LIMITED. These limitations apply solely between the parties to these Terms. They do not affect the rights of third parties (including End-Users) under applicable law, including under Article 82 GDPR.

16. Indemnification

16.1 By the Customer 

The Customer will defend, indemnify, and hold harmless Jivy Group, its affiliates, and their respective officers, directors, employees, and agents from and against any third-party claim, loss, damage, fine, or expense (including reasonable legal fees) arising from or relating to: 

• The Customer’s use of the Service in violation of these Terms or applicable law. 

• Customer Data, including any claim that Customer Data infringes third-party rights or violates applicable law. 

• The Customer’s failure to obtain required consents from End-Users or to comply with platform-specific terms. 

• The Customer’s breach of its representations and warranties under these Terms. 

16.2 By Jivy Group 

Jivy Group will defend the Customer from and against any third-party claim alleging that the Service, when used in accordance with these Terms, infringes any intellectual property right of that third party, and will pay any damages or costs finally awarded by a court of competent jurisdiction or agreed in settlement, provided the Customer (i) promptly notifies us in writing, (ii) gives us sole control of the defence and settlement, and (iii) provides reasonable cooperation. 

If the Service is, or in our opinion is likely to be, the subject of an infringement claim, we may, at our option and expense: (i) modify the Service to be non-infringing, (ii) obtain a license allowing continued use, or (iii) terminate the affected Subscription and refund any prepaid fees for the remaining unused term. This Section states our sole liability for any third-party infringement claim. 

17. Force Majeure 

Neither party will be liable for any failure or delay in performance (other than payment obligations) caused by events beyond its reasonable control, including acts of God, war, terrorism, civil unrest, government action, pandemic, labor disputes, internet or telecommunications failures, third-party platform outages, and similar events. The affected party will notify the other promptly and use reasonable efforts to resume performance. 

18. Governing Law and Jurisdiction 

These Terms are governed by and construed in accordance with the laws of Romania, without regard to its conflict-of-laws principles. The United Nations Convention on Contracts for the International Sale of Goods (CISG) does not apply. 

Any dispute, controversy, or claim arising out of or relating to these Terms shall be submitted to the exclusive jurisdiction of the competent courts of Bucharest, Romania, except that we reserve the right to bring proceedings in the jurisdiction where the Customer is established for the purpose of enforcing these Terms or recovering unpaid fees. This choice of jurisdiction does not override any mandatory rules that grant consumers the right to bring or defend proceedings in the courts of their country of habitual residence under Regulation (EU) No 1215/2012. 

19. Changes to These Terms 

 We may update these Terms from time to time for valid reasons, including: (a) changes in applicable law, regulation, or platform requirements; (b) security improvements; (c) introduction of new features or services; (d) changes to pricing or billing structures; or (e) clarification of existing provisions. For material changes that adversely affect Customer rights or obligations, we will provide at least 30 days’ advance notice by email and/or in-platform banner. During this notice period, if you do not agree with the change, you may terminate your Subscription by giving notice before the change takes effect, and we will refund any prepaid fees attributable to the period after termination. If you do not terminate before the effective date, your continued use constitutes acceptance of the updated Terms. Non-material changes (e.g. correction of typographical errors, updates to contact information, or changes that do not adversely affect your rights) may take effect immediately upon publication. 

20. Notices 

Notices to us must be sent to legal@aliat.io with a copy by registered mail to our registered office address (set out in Section 1). Notices to the Customer will be sent to the email address associated with the Account or shown via in-platform notifications. Notices are deemed delivered when the email is sent (absent a bounce-back) or when delivery is otherwise documented. 

21. General Provisions 

21.1 Entire Agreement 

These Terms, together with the Privacy Policy, Acceptable Use Policy, DPA (if applicable), and any order form or written addendum, constitute the entire agreement between the parties regarding the Service and supersede all prior agreements and understandings, whether written or oral. 

21.2 Assignment 

The Customer may not assign these Terms or any rights or obligations under them without our prior written consent. We may assign these Terms in connection with a merger, acquisition, reorganization, or sale of all or substantially all of our assets, on written notice. 

21.3 Severability 

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect, and the invalid provision shall be replaced by an enforceable provision that most closely reflects the parties’ intent. 

21.4 No Waiver 

Failure to enforce any right or provision of these Terms shall not be deemed a waiver of that right or provision. 

21.5 Independent Contractors 

The parties are independent contractors. These Terms do not create a partnership, joint venture, agency, or employment relationship. 

21.6 Language 

These Terms are originally drafted in English. We may make available translations for convenience; in case of any conflict, the English version prevails, except where Romanian law or the Customer’s mandatory consumer rights require otherwise. 

21.7 Contact 

For any questions about these Terms, contact us: 

• Legal: legal@aliat.io 

• Privacy: privacy@aliat.io 

• Billing: billing@aliat.io 

• Support: support@aliat.io 

• General: contact@aliat.io