Subscription Terms
General Provisions
This document, “General Subscription Terms” (hereinafter “GST”), outlines the overall conditions, fundamental principles, and collaboration methods for the sale of products and provision of services by hellobot S.A. (hereinafter “hellobot”), headquartered in Katowice (40-065) at Gawronów 6, VAT ID 634-292-71-63, REGON: 369839981, registered in the National Court Register of Entrepreneurs under number 0000735214, with registry files held at the District Court Katowice-East in Katowice, the VIII Commercial Division of the National Court Register (with a fully paid-up share capital of PLN 125,000.00).
The information on the hellobot.pl and hellobot.cx websites is not an offer under the Civil Code but an invitation to place orders as per Article 71 of the Civil Code.
This Terms of Service is provided to clients free of charge via the website hellobot.pl/tos, allowing easy access, retrieval, and storage using an online system. Clients can access the Terms anytime by clicking the 'Terms' link in the designated section on the site.
Definitions
Terms capitalized in this Agreement have the meanings defined herein, unless otherwise specified directly in the order details.
Client Data – refers to all data entered by the Client into the Service.
Business Days – days from Monday to Friday, excluding public holidays.
Hellobot – means Hellobot S.A. based in Katowice (40-065) at Gawronów Street 6, TAX ID 634-292-71-63, REGON: 369839981, registered in the Register of Entrepreneurs of the National Court Register under number 0000735214, with documents located at the District Court Katowice-East in Katowice, VIII Economic Division of the National Court Register.
Client – business entity as defined in Article 431 of the Civil Code, or another entity, excluding consumers.
Civil Code – Act of April 23, 1964 (as amended, Journal of Laws of 2023, item 1610).
Billing Cycle:
Monthly – for monthly payments, the first Billing Period starts from the order date until the end of the calendar month; each following Billing Period covers the next calendar month,
Annual – for annual payments, the first Billing Period means the period from the order date to the end of the 12th month of the order; each subsequent Billing Period signifies another 12-month duration.
OWS – refers to these Terms and Conditions. These Terms and Conditions are those mentioned in Article 8 of the Act of July 18, 2002, on providing services by electronic means (consolidated text: Journal of Laws of 2020, item 344).
Order – an agreement between the Client and Hellobot for the provision of services.
Service – refers to the voice bot software (app.hellobot.pl) provided as a service.
Terms of Service
hellobot provides Services to the Client under the terms set out in these GTC and the order. The order specifies the scope of the commissioned Services.
The Service will be active 99% of the time, excluding planned maintenance downtime.
The Service is provided without any guarantees.
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 violations of applicable laws or breaches of the order or GTC terms are detected, particularly the conditions of this subscription.
The Client is not entitled to any refunds in case of Service suspension and deletion of Client Data due to such suspension.
The Client agrees not to make any claims against hellobot in the event of Service suspension.
In case of SLA violation, the client may receive a refund proportionate to the downtime period.
Services will be provided remotely. The location of service provision is Katowice, Poland.
Scenario acceptance procedure details:
Case 1: SIP Trunk / Number provided by HellobotDelivery and billing date: The date on which the Client accepted the production scenario on the number supplied by Hellobot, whether landline or mobile, is considered the delivery date.
Acceptance process: After scenario testing, the Client has 5 working days to provide feedback and potentially oppose production launch via email. If no feedback or objection is submitted within 5 working days, the bot is deemed live and the subscription is activated.
Further client tasks: Required further tasks, such as telephone exchange/virtual configuration or other client-side actions, are not part of the implementation process and do not affect the solution delivery date.
Case 2: SIP Trunk / Number provided by the client
Delivery and billing date: The date the Client accepted the production scenario, regardless of whether it’s on the client’s target number or one assigned by Hellobot, is considered the delivery date.
Acceptance process and responsibility: If further configuration tasks or other actions are required by the Client, they are not part of the implementation process and do not affect the delivery date. Hellobot informs the Client in advance and requests telecommunications data two weeks prior. Hellobot is not responsible for delays caused by the client or their supplier.
Time for organizing cooperation: The Client has 10 working days to organize a tripartite meeting with the SIP Trunk provider and Hellobot or to complete the informational form (regarding SIP), enabling Hellobot to configure everything. The Client must also provide the received instruction to their integration voice platform supplier with Hellobot.
Consequences of inaction: If the Client does not perform the above actions within 14 working days, Hellobot may issue an invoice upon acceptance of the scenario and launch the scenario on a dedicated Hellobot number.
Case 1: SIP Trunk / Number provided by Hellobot
Delivery and Billing Day: The day the Client approves the production scenario on the landline or mobile number provided by Hellobot.
Approval Process: Once the scenario is submitted for testing, the Client has 3 business days to provide written feedback or any objections via email before the production launch. If no feedback or objections are received within 3 business days, the bot is considered production-ready and the subscription is activated.
Client's Further Tasks: Additional tasks like switchboard configuration or other client-side activities are not part of the implementation process and do not impact the solution delivery date.
Scenario 2: SIP Trunk / Number Provided by the Client
Delivery and Billing Date: This is the day the client approves the production scenario, regardless of whether it’s on the client's target number or an assigned number from Hellobot.
Approval Process and Responsibility: If further configuration work or other actions on the Client's side are required, they are not considered part of the implementation process and do not affect the delivery date. Hellobot will inform the Client in advance and request data for a telco two weeks prior. Hellobot is not liable for delays caused by reasons attributable to the client or their provider.
Time to organize collaboration: The client has 10 business days to arrange a three-way meeting with the SIP Trunk provider and Hellobot or to complete the informational form (related to SIP), which will allow Hellobot to configure everything seamlessly. 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 to the provided Service, particularly no rights to resell, sublicense, reproduce, copy, modify, or publicly distribute and share the Service.
Support and Tech Assistance
The technical support service for the subscribed Service includes:
Remote, phone-based troubleshooting for issues reported by the Client,
Proper and timely error resolution.
Clients can submit requests via email to support@hellobot.cx. Hellobot offers technical support on business days from 9 AM to 5 PM.
hellobot może aktualizować Usługę, a w przypadku istotnych zmian powiadomi o tym Klienta.
hellobot can enhance the Service, and will notify the Client of any significant changes.
W trosce o najwyższą jakość usług oraz transparentną współpracę z naszymi klientami, przedstawiamy szczegółowy opis klasyfikacji błędów oraz sposób podejścia do ich rozwiązywania.
Co powinno zawierać zgłoszenie błędu?
Abyśmy mogli szybko i skutecznie zająć się zgłoszonym problemem, zgłoszenie błędu powinno zawierać następujące informacje:
Opis problemu z dokładnym wskazaniem, czego dotyczy błąd.
Szczegółowe kroki, które doprowadziły do wystąpienia błędu (jakie akcje zostały wykonane przez użytkownika).
Zrzuty ekranu lub nagranie wideo przedstawiające zgłaszany problem. Idealnie jeśli zrzut/nagranie prezentuje cały ekran użytkownika, a nie wyłącznie jego wycinek.
Dane wejściowe, które były używane (np. plik importu danych, treść komunikatów, informacje wpisane w formularze).
Informację o tym, jak często występuje problem (jednorazowo, okresowo, stale).
Informację o wersji przeglądarki, systemu operacyjnego lub innych istotnych szczegółach środowiska, jeśli dotyczy.
Poziomy błędów i czasy ich obsługi
Priorytet Krytyczny (P1)
Są to błędy, które całkowicie uniemożliwiają pracę aplikacji lub poważnie ograniczają jej działanie, uniemożliwiając realizację podstawowych procesów biznesowych. Rozwiązanie tego typu problemów jest traktowane priorytetowo.
Przykłady:
Całkowita awaria aplikacji, brak dostępu użytkowników do systemu.
Utrata kluczowych danych lub informacji.
Scenariusz zawiesza się w kluczowym momencie, uniemożliwiając osiągnięcie celu biznesowego (np. brak możliwości umówienia wizyty).
Czas rozwiązania: 2 dni robocze
Priorytet Wysoki (P2)
Błędy istotnie ograniczające funkcjonalność aplikacji, jednak użytkownik może tymczasowo obejść problem, do momentu pełnego usunięcia błędu przez zespół techniczny. Realizacja naprawy takich błędów następuje w krótkim czasie.
Przykłady:
Scenariusz automatyzacji zawiesza się na końcowym etapie, ale możliwe jest ręczne odblokowanie procesu.
Błędne ładowanie danych, które wymaga dodatkowych ręcznych czynności użytkowników, lecz nie powoduje trwałej utraty danych.
Problemy z poprawnością wypowiadanych komunikatów (np. obcy akcent w automatycznym systemie głosowym), istotnie wpływające na komfort pracy użytkownika.
Czas rozwiązania: 5 dni roboczych
Priorytet Średni (P3)
Błędy mające umiarkowany wpływ na pracę użytkowników, dotyczące przede wszystkim komfortu korzystania z aplikacji lub mniej istotnych aspektów technicznych systemu.
Przykłady:
Opóźnienia w procesowaniu mniej istotnych statystyk lub danych, bez wpływu na końcowe wyniki.
Braki w walidacji danych po stronie aplikacji, powodujące konieczność ponownego ich wprowadzania.
Problemy z interakcją z aplikacją lub botem, np. zbyt wczesne przerwanie nasłuchu na długą wypowiedź rozmówcy, co utrudnia zarejestrowanie bardziej obszernej opinii.
Czas rozwiązania: 15 dni roboczych dla błędów w scenariuszu / 25 dni roboczych dla błędów w aplikacji
Priorytet Niski (P4)
Drobne problemy kosmetyczne lub techniczne, które nie zakłócają codziennego korzystania z aplikacji i nie wpływają znacząco na doświadczenie użytkowników.
Przykłady:
Błędy wizualne w interfejsie użytkownika (np. błędny kolor przycisków).
Drobne literówki lub błędy stylistyczne w komunikatach systemowych.
Mało istotne problemy z wydajnością, zauważalne jedynie sporadycznie i niezakłócające pracy.
Czas rozwiązania: nieokreślony
UWAGA: W przypadku błędów wynikających z działania dostawcy telekomunikacyjnego lub zewnętrznych systemów (np. API klienta), do czasu rozwiązania problemu przez Hellobot należy doliczyć czas niezbędny na rozwiązanie błędu po stronie tych podmiotów zewnętrznych.
Zgłaszanie i procedowanie
hellobot guarantees access on its website https://app.hellobot.pl/ for clients, providing downloadable files, including updates/new versions of the Service.Aiming for top-notch service quality and transparent collaboration with our clients, we present a detailed error classification and our approach to resolving them.
What should an error report include?
To address the problem swiftly and effectively, please include the following information in your error report:
A precise description indicating what the error involves.
Detailed steps leading to the occurrence of the error (actions taken by the user).
Screenshots or video recordings showcasing the issue. Ideally, the screenshot/video should display the full user's screen, not just a portion.
Input data used (e.g., data import files, message content, information entered in forms).
Information on how frequently the problem occurs (one-time, periodic, constant).
Browser version, operating system information, or other relevant environment details, if applicable.Error levels and handling times
Critical Priority (P1)
These are errors that completely prevent the application from functioning or severely limit its operations, hindering core business processes. Resolving such issues is considered a top priority.
Examples:
Total application failure, users unable to access the system.
Loss of critical data or information.
Scenario freezes at a crucial moment, preventing business goals (e.g., inability to schedule an appointment).
Resolution time: 2 business days.
High Priority (P2)
Errors significantly limiting application functionality, though users can temporarily bypass the issue until the technical team fully resolves it. Fixes for such errors are carried out quickly.
Examples:
Automation scenario hung at the final stage, but manual process unlocking is possible.
Erroneous data loading requiring additional user actions but not causing permanent data loss.
Issues with voice message accuracy (e.g., foreign accent in the automatic voice system), significantly affecting user comfort.
Resolution time: 5 business days.
Medium Priority (P3)
Errors moderately affecting users' work, mainly concerning the application's ease of use or less critical technical aspects.
Examples:
Delays in processing less critical statistics or data without impacting final results.
Lack of data validation on the application side, requiring reentry.
Issues interacting with the application or bot, such as premature listening termination on lengthy discussions, making it hard to capture detailed feedback.
Resolution time: 15 business days for scenario errors / 25 business days for application errors.
Low Priority (P4)
Minor cosmetic or technical issues that don't disrupt daily application use significantly nor affect user experience critically.
Examples:
Visual errors in the user interface (e.g., incorrect button colors).
Minor typos or stylistic errors in system messages.
Minor performance issues noticeable only occasionally and not disrupting work.
Resolution time: not specified.
NOTE: For errors caused by telecom providers or external systems (e.g., client APIs), add necessary time for Hellobot to resolve the issue on these external partners' sides.
Reporting and Procedure
All reported errors are analyzed by our team based on these priorities, ensuring optimal resource management and effectiveness in delivering fixes. Requests for new features are treated as suggestions for application development, which we evaluate for potential future system updates.
Payments made easy
The client agrees to pay the subscription fee as per the order terms. The order should outline the Billing Period accepted by both Parties.
Payment is made upon submission of a VAT invoice issued in accordance with current regulations, within the timeframe specified in the order.
All payments arising from the order will be made by the Client via bank transfer to the iVS account specified on the VAT invoice.
Your compensation will include VAT as per the current rate. Automate your business with ease using our AI voice agents.
The payment date is considered the day the funds are credited to the hellobot bank account.
Delay in payment may result in suspended access to the Service until the balance is settled.
Payment for the Service is made at the beginning of each Billing Period during the term of the order and covers the Billing Period being paid for (known as prepayment).
The subscription fee may be adjusted for the next year based on the average annual consumer price index published during the last billing period by the President of the Central Statistical Office, if this index shows an increase in prices.
The client is solely responsible for paying any taxes that may be due in their jurisdiction as a result of the Services provided under this order. Automate your processes with ease using our AI voice agents.
Any taxes related to the order will be borne by the party on whom they 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 costs associated with the Client's use of existing assets or overhead expenses pertaining to the transaction in question.
Terms for Placing and Terminating Orders
iVS services for the Client start with placing an order.
Orders are placed via the contact form: The customer's guardian's email address, along with the client's acknowledgment and electronic acceptance of the T&Cs, Privacy Policy, and Hellobot User Manual.
The Service will be provided for the duration specified in the order. Unless stated otherwise, it will automatically renew for another year (12 months) unless either party gives written notice of termination at least one month before the end of the current term. Perfect for businesses streamlining their operations with AI voice agents.
The client can terminate the order with a notice period. The notice period is 30 days, commencing from the first day of the month following the month in which the notice was given. The day the notice is considered received is the day hellobot receives the termination statement. The order is terminated at the end of the notice period.
Each party has the right to terminate the order immediately if:
The other party is violating the order terms.
Empower your business with AI voice agents to handle clients who delay payments for over 30 days smoothly.
Should iVS terminate the order immediately due to Client's fault:
With the Annual Settlement Period, hellobot retains the annual subscription fee paid by the Client (non-refundable);
If you choose a Monthly Billing Period, you need to pay hellobot a penalty equal to the total subscription fees remaining until the end of the annual order term.
hellobot is entitled to seek compensation beyond the specified penalties under general principles.
Termination requires a written form to be valid.
Streamlined Complaint Resolution Process
Customers can submit a claim for lack of service or improper service. Claims must be made promptly, but no later than 5 business days from the occurrence of the issue.
Submit your complaint effortlessly:
write to us at: hellobot S.A. ul. Gawronów 6, 40-065 Katowice, or
Reach out easily via email: support@hellobot.cx
The date of submitting a written complaint is considered the date it reaches hellobot's headquarters.
When submitting a complaint via email, the date of acknowledgment is considered the submission date. You'll receive a confirmation of your complaint promptly during hellobot's working hours.
Your claim should include:
Client identification data – name, address,
specifying the subject of the complaint and the claimed period/scope of activities,
Presenting reasons that justify a claim.
order date.
If a complaint is submitted in a manner different from point 8.5., hellobot may call on the Client to provide additional information if necessary for proper assessment. The timeframe given will be at least 7 days. If the complaint is not completed within the specified time, it will not be considered. Thank you for your understanding.
Your complaint will be reviewed within 30 days of submission. Within this period, hellobot will provide you with a response, along with a justification, via email or in writing.
After exhausting the complaint procedure, the Client may pursue their claims before the appropriate general court.
Essential technical requirements for seamless integration with our AI voice systems
The client should have a computer and software meeting these minimum requirements: a computer with an operating system (especially Windows Vista or newer) and software (especially a graphic web browser) enabling internet access and launching web browsers like Internet Explorer version 8 or higher, Firefox version 23 or higher, Opera version 12 or higher; with Cookies and Javascript enabled and a minimum monitor resolution of 1024 x 768.
Data sent through the electronic form is protected by a secure protocol, Secure Socket Layer (SSL), using an RSA public key and a private RC4 key up to 128 bits.
Our client's IT system uses cookies, which are small text files stored by the browser on your computer's hard drive. They help identify your connection and are removed once you finish using the electronic service. Make your business smarter with seamless automation through AI voice agents.
Client Rights and Responsibilities
The client is entitled to use the Service solely for their business operations, in accordance with these T&Cs, the order, and any instructions and documentation provided by hellobot.
All data entered by the Client while using the Service remains the Client's property, for which they bear complete responsibility. hellobot is not liable for any content provided by the Client while using the Services.
Without prior written consent from hellobot, the client is not entitled to:
share the Services with third parties for any purpose (whether paid or free)
leverage the Service with third parties or use automated scripts to manage the interface.
Customers are prohibited from posting unlawful content on the HelloBot site.
Empowerment
hellobot is not liable for any losses or damages incurred by the Client due to the use of the provided Services in a manner inconsistent with their nature or purpose.
Hellobot's liability is capped at the amount paid by the customer in the last 12 months.
Hellobot will store and protect data according to industry standards. The data remains the client's property, excluding software scenarios prepared by Hellobot.
hellobot isn't liable for data loss or damage. It’s up to the client to have proper backups to prevent any data issues.
hellobot is not responsible for delays, interruptions, service failures, or other issues related to the use of the Internet and electronic communication or other systems.
To the fullest extent allowed by law, the Parties shall not be liable for lost profits and revenues.
Commitment to Confidentiality
Both parties agree to keep all shared information confidential, unless disclosure to a third party is absolutely necessary for service delivery. They commit not to share any order-related information with third parties without written consent from the other party, unless legally required. Confidentiality particularly covers information about:
financial terms of the order,
all technical and technological data used to perform the Services,
all organizational data.
The confidentiality clause does not apply to information that:
are publicly accessible or widely known,
received from third parties who aren't bound by confidentiality,
have become publicly available or known without any breach of order by either Party,
Independently developed by the Receiving Party without referencing or using Confidential Information.
Receiving Page:
Disclose Confidential Information only to a select few employees, consultants, advisors, and subcontractors who will be directly involved in achieving the goals set by the Disclosing Party. These individuals must be aware of the confidential nature of the information and agree to adhere to the terms of this order. Each Party is fully responsible for ensuring their staff, consultants, advisors, and subcontractors comply with these conditions.
will only use Confidential Information for the purposes defined by the Disclosing Party, and not for any other purposes, particularly not for gaining personal financial benefits or unfair competitive advantage against the Disclosing Party.
Ensure not to disclose any Confidential Information (in whole or in part) to third parties without prior written consent from the Disclosing Party.
If the Receiving Party is compelled by government, judicial, or administrative authorities to disclose the Disclosing Party's Confidential Information, it may do so only to the extent required. The Receiving Party will make every effort to ensure such information is treated confidentially and promptly notify the Disclosing Party of such proceedings.
Upon completion of the order or at any time during the order, upon a written request from the Disclosing Party, the Receiving Party will promptly return (or destroy, if so directed by the Disclosing Party) all Confidential Information without retaining any copies, and will provide written confirmation of the return/destruction.
Neither Party makes any express or implied warranties, representations, or assurances regarding the accuracy, completeness, or usefulness of the Confidential Information, expressly disclaiming any liability arising from the possession or use of Confidential Information.
Each party is responsible for any breach of this agreement, including those by individuals listed in section 3 a) above, just as if it were their own breach of terms. However, the party's liability is limited to actual damages incurred by the other party, excluding lost profits. The Receiving Party will ensure that its Representatives, who are disclosed Confidential Information, keep it confidential under terms consistent with this agreement. Keep it simple, secure, and smart!
Personal Data
The data administrator of the personal information provided voluntarily by Clients upon registration on the site hellobot.pl and hellobot.cx is hellobot. You can reach the Administrator in the following ways:
Send a letter to the above address.
digitally to the email: partnership@hellobot.cx;
Privacy and data protection terms, along with cookies policy, are outlined in our Privacy Policy available electronically at: https://hellobot.cx/polityka-prywatnosci/
Force majeure
The parties will not be held liable for non-fulfillment of obligations from the GTS or orders if they can prove that the non-fulfillment was caused by an event beyond their control, and at the time of the order it was impossible to foresee the event and its effects. In particular, events under the previous point include:
war, unrest, acts of sabotage,
Natural disasters like severe storms, floods, and lightning damage.
Explosions, fire, damage to machinery or installations—transform the way you handle crises with AI voice agents.
Acts of authority with a universal touch.
The party affected by Force Majeure shall promptly inform the other party in writing of such an event, providing documentation as evidence. This notification will outline the obligations they cannot fulfill due to the Force Majeure event and the expected duration of this inability.
If the Force Majeure affected party indicates they can't fulfill the order obligations for over a month, the other party may terminate the order with a 14-day notice, starting from the date the written termination is delivered to the affected party.
Notifications
Unless stated otherwise in the GSC or order, all notifications related to order execution will be made electronically to the email address provided by hellobot and the Client in the order, or via: postal service or courier.
The recipient should promptly confirm receipt of the electronic correspondence to the sender's address provided in the order.
Contact details for hellobot will be specified in each order.
Final Provisions
These Terms and Conditions are effective from January 1, 2024.
hellobot reserves the right to modify these T&Cs.
If there’s a change in the Terms of Service, hellobot will notify the Client via email to the address provided in their order. Clients have 14 days from receiving this notice to submit a written statement if they refuse the changes. Refusing the changes means the Client opts out of using the Services at the end of their subscription period, if they have one. Until the order is resolved, the existing Terms of Service remain in effect.
The execution and interpretation of the T&Cs and orders are governed by Polish law.
For matters not covered in the T&Cs, Polish law applies.
Any disputes arising from or related to the non-performance or improper performance of the Service shall be resolved through mutual negotiations. If no agreement is reached, these disputes will be submitted to the court competent for the seat of hellobot.
The invalidity or unenforceability of any provision of the terms or order does not affect the validity and effectiveness of the remaining provisions. Enjoy seamless automation with our AI voice agents, keeping your business operations smooth and efficient.
If there is any discrepancy between the order terms and the general sales conditions, the order terms prevail.
