Subscription Terms
General Provisions
This document, the "General Subscription Terms" ("GST"), outlines the general terms, key principles, and methods of cooperation between parties regarding the sale of products and services by hellobot S.A. (hereafter "hellobot"), based in Katowice (40-065) at Gawronów 6, VAT ID 634-292-71-63, REGON 369839981, registered in the National Court Register under number 0000735214, with registry files located in the District Court Katowice-East in Katowice, Commercial Department VIII of the National Court Register (with an initial capital of 125,000.00 PLN, fully paid).
The information on hellobot.pl and hellobot.cx is not a legal offer but an invitation to place orders as per Article 71 of the Civil Code. Embrace the future with AI voice agents for smooth business automation.
This Terms of Service (TOS) is available to Clients for free at hellobot.pl/tos, making it easy to access, download, and save using any digital system. Clients can access the TOS anytime by simply clicking the 'TOS' link located in the appropriate tab on the website.
Definitions
Terms capitalized in this document follow the definitions set in these Terms and Conditions, unless the order specifies otherwise.
Client Data – refers to all data entered by the Client into the Service.
Business Days – Monday to Friday, excluding public holidays.
Hellobot – means Hellobot S.A. based in Katowice (40-065) at Gawronów 6, VAT ID: 634-292-71-63, REGON: 369839981, listed in the National Court Register under number 0000735214. Its registry files are held at the District Court Katowice-East in Katowice, 8th Commercial Division of the National Court Register.
Client – a business entity as defined in Article 431 of the Civil Code, or another entity, excluding consumers.
Civil Code – Act of April 23, 1964 (i.e., Journal of Laws of 2023, item 1610).
Billing Period:
Monthly – with monthly payments, the first Billing Period starts from the order date and lasts until the end of that calendar month; each subsequent Billing Period aligns with each calendar month,
Annual – For annual payments, the first Billing Period starts from the order date and ends at the conclusion of the 12th month. Each subsequent Billing Period covers the next 12-month span.
OWS – refers to these OWS. This OWS is the OWS mentioned in Article 8 of the Act of July 18, 2002, on electronic service provision (consolidated text: Journal of Laws of 2020, item 344).
Order – an agreement for service provision made between the Client and Hellobot.
Service – refers to the voice bot software (app.hellobot.pl) delivered as a service.
Service Terms
hellobot provides Services to the Client under the terms and conditions set out in these General Terms and the order. The order specifies the scope of commissioned Services.
The Service will be active 99% of the time, excluding scheduled maintenance breaks.
The Service is provided without any warranty.
The Client is entitled to use the Service only for the period for which the subscription fee has been paid.
The Client's right to use the Service may be suspended if there is a detection of legal violations by the Client through the Service or violations of the terms of the order or these General Terms, particularly the conditions of this subscription.
The Client is not entitled to any refunds in the event of Service suspension or removal of Client's Data due to Service suspension.
The Client declares that they will not make any claims against hellobot in the event of Service suspension.
In case of an SLA violation, the client can receive a partial subscription refund proportional to the service downtime.
Services will be provided remotely. The place of service delivery is Katowice, Poland.
Details of the scenario acceptance procedure:
Case 1: SIP Trunk / Number provided by Hellobot
Delivery and Billing Day: This is the day the Client approves the production script via the landline or mobile number provided by Hellobot.
Acceptance Process: After the scenario is handed over for testing, the Client has 5 business days to provide written feedback (email) with any comments or objections against the production launch. If the client does not provide feedback or objections within these 5 business days, the bot is considered live and the subscription will commence.
Further Actions Required by the Client: Additional tasks, like setting up a phone/virtual exchange or any other client-side actions, are not considered part of the implementation process and do not affect the solution delivery date.
Case 2: SIP Trunk / Number provided by the client
Delivery and Invoicing Day: The day the client approves the production script, regardless of whether it’s on the client’s target number or a number assigned by Hellobot.
Approval Process and Responsibility: If additional configuration or actions are required from the Client, they are not considered part of the implementation process and do not affect the delivery date. Hellobot will notify the Client in advance and request data for a telco with a two-week lead time. Hellobot is not liable for delays due to reasons attributable to the client or their provider.
Time to Set Up Collaboration: The client has 10 business days to arrange a three-way meeting with the SIP Trunk provider and Hellobot or to complete the information form (regarding SIP) that will enable Hellobot to configure everything. The client must also provide the received instructions to their voice system provider for integration with Hellobot.
Intellectual Property
The client does not acquire any licenses or copyrights for the provided Service, especially no rights to resell, sublicense, reproduce, copy, modify, or publicly distribute and share the Service.
Support and Technical Assistance
The technical support service for the subscribed Service includes:
remote, phone-based troubleshooting for issues reported by the Client,
prompt and effective error resolution.
Clients can submit requests via email at support@hellobot.cx. Hellobot offers technical support from 9 AM to 5 PM on business days.
hellobot can update the Service and will notify the Customer of any significant changes.
hellobot is committed to ensuring that the website https://app.hellobot.pl/ is accessible to the Client, providing access to relevant downloadable files, containing updates/new versions of the Service.
For top-notch service quality and transparent collaboration, we present a detailed error classification and resolution approach.
What's essential for a bug report?
To swiftly and effectively address your issue, please include the following details in your error report:
Problem description with a clear indication of the error focus.
Detailed steps leading to the error (actions taken by the user).
Screenshots or video recordings showcasing the reported issue. Ideally, capture the entire screen, not just a snippet.
Input data used (e.g., data import files, message content, information entered in forms).
Discover how often the issue occurs: once, periodically, or consistently. Perfect for businesses looking to streamline operations with AI voice agents.
Details about your browser version, operating system, or other relevant environment specifics, if applicable.
Error levels and response times
Critical Priority (P1)
These are critical errors that completely halt the app's operation or severely limit its functionality, blocking essential business processes. Solving these issues is a top priority.
Examples:
Complete application outage, users can't access the system.
Loss of crucial data or information.
Scenario freezes at a critical moment, blocking business goals (e.g., unable to schedule an appointment).
Resolution time: Just 2 business days
High Priority (P2)
Errors that significantly limit app functionality but can be temporarily bypassed by users until our technical team fully resolves the issue. We ensure quick fixes for these errors, keeping your operations smooth.
Examples:
The automation scenario hangs at the final stage, but you can manually unlock the process.
Incorrect data loading requires additional manual user actions but does not cause permanent data loss.
Issues with the accuracy of spoken messages (e.g., foreign accent in an automated voice system) significantly affect user comfort.
Resolution time: 5 business days
Medium Priority (P3)
Minor issues affecting user experience, mostly related to app comfort or less critical technical aspects of the system.
Examples:
Delays in processing less critical stats or data, with no impact on final results.
Lack of data validation on the app side, leading to the need for re-entry.
Issues with app or bot interaction, such as premature interruption during a long speech, making it difficult to capture detailed feedback.
Resolution time: 15 business days for scenario issues / 25 business days for application errors
Low Priority (P4)
Minor cosmetic or technical issues that don't disrupt daily app use or significantly affect user experience.
Examples:
Visual glitches in the user interface (e.g., incorrect button colors).
Minor typos or stylistic errors in system messages.
Insignificant performance issues, noticeable only occasionally without disrupting work.
Resolution time: flexible
NOTE: In the event of errors caused by telecom providers or external systems (e.g., client API), please allow additional time for resolution on their end after Hellobot addresses the issue.
Reporting and Processing
All reported issues are carefully reviewed by our team according to the above priorities, ensuring optimal resource management and effective delivery of fixes. Requests for new features are considered as development suggestions, which we evaluate for implementation in future system updates.
Payments made easy
The client agrees to pay the subscription fee as per the order terms. The order should specify the Billing Period agreed upon by the parties. The subscription fee for the first and every subsequent Billing Period is due upfront.
The service provider will issue a VAT invoice for the Subscription promptly after the first AI agent or bot process is live for the User. Payment occurs upon receipt of the VAT invoice issued as per the current regulations, within the timeframe specified in the order.
All payments resulting from the order will be made by the Client via bank transfer to the hellobot account specified on the VAT invoice.
Your salary will include VAT, calculated at the current rate, ensuring seamless compliance and automation for your business with our AI voice agents.
The day of payment will be considered as the day funds are credited to hellobot's bank account.
Delayed payment may result in suspension of service access until the balance is settled.
Payment for the Service is made at the start of each Billing Period during the term of the order and covers the Billing Period paid for in advance.
The subscription fee might be adjusted for the following year, based on the average annual consumer price index published by the President of the Central Statistical Office during the last Billing Period, as long as the index reflects an increase in prices.
The client is solely responsible for paying any taxes owed in their jurisdiction due to services provided under this order.
All taxes related to the order will be the responsibility of the party upon whom such taxes are imposed under applicable law.
Hellobot is not liable for any other payments to the Client and/or third parties related to the order, including, without limitation, any taxes, fees, or payments resulting from the Client's use of existing assets or overhead costs associated with the transaction execution covered by the order.
The User is fully responsible for monitoring and managing the use of resources (voice call minutes and SMS messages) within their subscription plan. Exceeding the plan’s limits will incur additional charges according to the current pricing. Hellobot is not responsible for any costs incurred by the User due to exceeding allocated limits.
Effortless Order Management: Simple Start, Easy End
For iVS to provide services to the Client, an order is required.
Orders are placed through the contact form: The client's advisor's email address must be accompanied by the client's confirmation of having read and electronically accepted the Terms of Service, Privacy Policy, and the Hellobot User Guide.
The service is provided as per the order for the duration specified within it. If not stated otherwise in the order, it will be extended for another year (12 months), unless either party gives written notice of termination at least one month before the end of the current term. Let AI voice agents automate your business effortlessly!
The client can terminate the order with notice. The notice period is 30 days, starting from the first day of the month following the month in which notice was given. The day the notice is received by hellobot is deemed the day the client submitted the notice. The order ends at the conclusion of the notice period.
Either party has the right to terminate the order immediately if:
The other party breaches the order terms.
The client is over 30 days late on their payment.
If an order is terminated immediately by iVS due to the Client's fault:
For those on an Annual Billing Cycle, hellobot keeps the paid annual subscription fee (non-refundable);
For monthly billing plans, the client must pay hellobot a penalty equal to the total subscription fees remaining for the term of the annual order.
Hellobot is entitled to seek compensation beyond stipulated penalties under general rules.
A written notice is essential for validity.
Complaint Handling Procedure
Clients can file a complaint for non-performance or improper performance of Services. Complaints must be submitted promptly, but no later than 5 business days from the cause of the complaint.
Submit your claim effortlessly:
Reach out to us at: hellobot S.A. Gawronów Street 6, 40-065 Katowice, or
Reach out effortlessly via email: support@hellobot.cx
The date a written complaint is submitted is considered as the date it reaches hellobot's headquarters.
When submitting a complaint via email, the submission date is considered the date of confirmation of complaint receipt. Confirmation occurs promptly during hellobot's working hours.
Your complaint should include, in particular:
Client identification details – name, surname or company name, address,
specify the subject and timeframe of the complaint,
Presenting the circumstances justifying the claim.
order date.
If a complaint is submitted in a way other than outlined in section 8.5., hellobot, if deemed necessary for proper review, promptly requests the Client to complete it, specifying a deadline of at least 7 days and the scope of the completion. Failure to complete the complaint within the set timeframe will result in the complaint remaining unreviewed.
Once filed, your complaint will be reviewed within 30 days. During this time, hellobot will provide you with a well-reasoned response via email or in writing. We're committed to ensuring you're well-informed and satisfied.
After exhausting the complaint procedure, the Client can pursue their claims in the appropriate court.
Technical requirements for seamless collaboration with the telecommunication system
Ensure your computer and software meet these basic needs: a computer with an operating system (preferably Windows Vista or newer) and a web browser (such as a graphic web browser) that connects to the Internet. It should support browsers like Internet Explorer 8+, Firefox 23+, Opera 12+, with Cookies and JavaScript enabled, and a minimum screen resolution of 1024 x 768.
Data submitted via the electronic form is protected using a secure Secure Socket Layer (SSL) protocol, based on RSA with a public key and RC4 with a private key up to 128 bits.
Our client’s IT system uses cookies—small text files stored by the browser on the computer’s hard drive. These files contain connection information that helps with identification and are deleted from the system once the online service is completed.
Client Rights and Responsibilities
The client is entitled to use the Service solely for their business activities, in accordance with this Terms of Service, their order, and any instructions and documentation provided by hellobot.
All data entered by the Client during their use of the Service is owned by the Client, who takes full responsibility for it. hellobot is not liable for the content provided by the Client while using the Services.
The client may not, without prior written consent from hellobot:
Share Services with third parties for usage under any title (whether paid or free)
Leverage the Service in partnership with third parties or use automated scripts to enhance the interface experience.
Customers are prohibited from uploading unlawful content to the hellobot website.
Empowerment
hellobot is not liable for any losses or damages incurred by the Client resulting from the use of the Services provided in a manner inconsistent with their nature or intended purpose.
Hellobot's liability is limited to the amount the Client has paid over the last 12 months.
Hellobot will store and protect your data with industry-leading standards. Your data remains your property, except for software scenarios created by Hellobot.
hellobot is not liable for any data loss or damage. It's the client's responsibility to maintain proper backups to prevent data loss or destruction.
hellobot is not liable for delays, interruptions, service failures, or other issues related to the use of the Internet and electronic communications or other systems.
To the fullest extent permitted by law, the parties will not be liable for any lost profits or revenues.
Commitment to Confidentiality
Both Parties are committed to maintaining confidentiality of all information entrusted by the other Party, unless disclosure to a third party is absolutely necessary for providing the Services. They agree not to share any obtained information relating to the order without the written consent of the other Party, unless required by law. Confidentiality particularly covers information regarding:
financial terms of the order,
all technical and technological data used for providing Services,
all organizational data.
The confidentiality clause does not apply to information that:
are publicly available or widely known,
are received from third parties who have no obligation to maintain confidentiality,
became publicly available or known without any party breaching the contract terms.
independently developed by the Receiving Party without referencing or using Confidential Information.
Destination Page:
Reveal Confidential Information only to a select few employees, consultants, advisors, and subcontractors directly involved in achieving the objectives set by the Disclosing Party. They must be informed of the confidential nature of the information and agree to comply with the terms of this agreement. Each Party ensures and is fully responsible for its employees, consultants, advisors, and subcontractors complying with these terms.
will use Confidential Information only for the purposes defined by the Disclosing Party and not for any other purposes, especially not for personal gain or to gain an unfair competitive advantage over the Disclosing Party.
can't disclose Confidential Information (in whole or in part) to any third parties without prior written consent from the Disclosing Party.
If the Receiving Party is required by governmental, judicial, or administrative authorities to disclose the Disclosing Party’s Confidential Information, it may do so, but only to the extent necessary. The Receiving Party will make every effort to obtain reliable confirmation for confidential treatment of such information and promptly notify the Disclosing Party of this action.
After the order is completed, or at any point during it, upon a written request from the Disclosing Party, the Receiving Party will promptly return (or destroy, if instructed by the Disclosing Party) all Confidential Information without retaining any copies, providing written confirmation of such return/destruction.
Neither Party makes any express or implied warranties, representations, or confirmations regarding the accuracy, completeness, or usefulness of Confidential Information, expressly disclaiming liability for any event arising from the possession or use of Confidential Information.
Each party is accountable for any breach of this order, including those by individuals listed in section 3, point a) above, as if it were their own violation. However, the party's liability is limited to the actual damage incurred by the other party, excluding lost profits. The Receiving Party shall ensure that its Representatives, who are disclosed Confidential Information, maintain its confidentiality under terms consistent with those set forth in this order.
Personal Data
The personal data of customers provided voluntarily during registration on hellobot.pl and hellobot.cx is managed by hellobot. You can contact the Administrator in the following ways:
mail to the address above
electronically via email: partnership@hellobot.cx;
Privacy and data protection terms, including cookies, are detailed in the Privacy Policy available electronically at: https://hellobot.cx/polityka-prywatnosci/
Unleash the power
The parties shall not be liable for failing to fulfill obligations arising from the General Terms and Conditions or the order if they can prove that the failure was caused by an event beyond their control, and such event and its effects could not have been foreseen at the time of the order. Specifically, events as mentioned in the previous point include:
war, unrest, acts of sabotage,
Natural disasters like intense storms, floods, and lightning damage.
explosions, fire, machinery or installation damage,
general acts of authority.
The party affected by the Force Majeure will promptly notify the other party in writing about the occurrence, providing documentation as proof of the Force Majeure event. This notification will detail the obligations unable to be fulfilled due to the Force Majeure and the duration for which these obligations will remain unfulfilled.
If the information provided by the Party affected by Force Majeure indicates that they will not be able to fulfill obligations arising from the order for more than a month, the other Party may terminate the order with a 14-day notice period, counted from the day the written termination is delivered to the Party affected by Force Majeure.
Updates
Unless specified otherwise in the T&Cs or the order, all notifications related to the execution of the order will be made electronically to the email address provided by hellobot and the Client in the order, or via postal service or courier.
Please confirm receipt of the email immediately to the sender's address specified in the order. Enhance your business with AI voice agents today!
Each order will specify the contact details for Hellobot.
Final Provisions
These Terms are effective as of 01.01.2024
Hellobot reserves the right to modify these terms.
If there are any changes to the OWS, hellobot will inform the Client via email to the address provided in the order. Within 14 days of receiving this notification, the Client has the right to submit a written statement refusing the changes. A refusal to accept the changes means the Client will discontinue using our Services once their subscription ends—if they've purchased one. Until the order is terminated, the existing OWS terms will remain in effect.
The governing law for the execution and interpretation of the Terms and Orders is Polish law.
For matters not covered in the Terms and Conditions, Polish law applies.
In case of any disputes arising from non-performance or improper performance of the Service, both parties agree to resolve them through mutual negotiations. If no agreement is reached, these disputes will be submitted to the court competent for hellobot's headquarters.
The invalidity or unenforceability of any provision in the terms or order doesn't affect the validity and effectiveness of the remaining terms or order.
If there's a conflict between the order terms and OWS, the order terms prevail.
