Terms of Service and Sale

PILOTIA OOD is a Bulgarian limited liability company (OOD), registered in the Bulgarian commercial register under EIK 207520710. Fully paid-up share capital: 200 000 EUR.

Registered office: 93 Ekzarh Yosif Street, Oborishte district, 1000 Sofia, Bulgaria. Replybot is provided and operated by PILOTIA OOD.

Contact for legal and personal data enquiries: contact@replybot.org; contact form: www.replybot.org/en/contact. You may also write to the registered office.

These Terms of Service and Sale ("Terms") govern access to and use of the www.replybot.org platform (the "Service") operated by PILOTIA OOD.

Signing up for the Service constitutes full and unconditional acceptance of these Terms. If you do not agree, you must not use the Service.

For the purposes of these Terms:

• “Service” means the www.replybot.org platform for creating and managing AI voice agents, its telephony features, dashboard and available integrations.
• "User" or "You" means any natural or legal person who has created an account on the Service.
• "Tenant" means the organization account grouping one or more Users sharing the same subscription.
• “End Contact” means anyone interacting with a voice agent deployed by a Tenant, by phone or in a browser voice test.
• "User Content" means any data, message, prompt, configuration or file the User provides to the Service.

PILOTIA OOD provides a SaaS platform for configuring AI voice agents to answer incoming calls, provide information and take messages. Depending on enabled features, an agent can also transfer calls and view or manage appointments in a connected calendar. The dashboard provides access to call information.

The Service is provided "as is" and evolves continuously: new features may be added, modified or removed without individual prior notice.

Telephone use requires an eligible subscription and a number linked to the agent. Number allocation depends on availability and any required supporting documents. The User must have the necessary rights to any number used and configure call forwarding with their operator where needed; operator charges remain payable by the User.

Sign-up requires providing a valid email address. The User undertakes to provide accurate information and to keep it up to date.

The User is solely responsible for the confidentiality of their login credentials. Any use of the account is deemed to be the User's own. PILOTIA OOD cannot be held liable for fraudulent use resulting from negligent credential storage.

The Service is offered as monthly or annual subscriptions. Prices in force are displayed on the pricing page of the Service.

Payments are processed by our provider Polar Software Inc. ("Polar") acting as Merchant of Record. As such, Polar is party to the sale agreement with the User, collects the payments on its own account and handles applicable VAT collection and remittance. Polar's terms apply to the payment leg (https://polar.sh/legal).

Unless otherwise stated, the subscription auto-renews at each term until cancelled by the User. No refund is owed for ongoing periods, except where required by law (in particular the right of withdrawal for individual consumers).

Agent and number allowances, included minutes, technical limits and any additional charges depend on the subscribed offer and the conditions displayed before payment. Users should monitor usage in the dashboard. Unlimited capacity beyond the offer’s limits is not guaranteed.

A limited browser voice trial may be available without a paid subscription. It does not include a telephone number; its limits are shown during the trial process.

The User may cancel their subscription at any time from their dashboard. Cancellation takes effect at the end of the current billing period; access is preserved until then.

When telephone access ends, the agent no longer handles calls. The User must update call forwarding and arrange continuity of call reception. Retention or transfer of a Service-provided number is not guaranteed without a specific agreement and is subject to operator capabilities.

The User shall refrain from:

• using the Service for illegal, fraudulent or contra-bonos-mores purposes;
• using the Service for harassment, fraudulent calls or marketing that breaches applicable rules;
• using a phone number or voice without the necessary rights or authorization;
• recording or processing conversations without informing callers or without an appropriate legal basis;
• attempting to circumvent, disable or compromise the Service's security measures;
• extracting, copying or massively reusing Service content for competitive or commercial purposes ("scraping");
• reselling access to the Service or making it available to third parties for compensation without PILOTIA OOD's prior written authorization;
• using the Service to generate deepfakes, impersonate third parties or spread disinformation.

PILOTIA OOD strives to maintain high Service availability but provides no contractual Service Level Agreement (SLA) unless specifically agreed with an enterprise User.

Maintenance operations, planned or remedial, may temporarily make the Service unavailable. PILOTIA OOD strives to limit their duration and impact.

The Service depends on telephony, hosting and AI providers and on integrations enabled by the User. Network or connected-calendar outages may interrupt calls, transfers or bookings. PILOTIA OOD takes reasonable measures within its control to restore the Service, without prejudice to its legal obligations.

The Service uses AI models to generate text and voice responses. Despite our improvement efforts, these models may produce inaccurate, incomplete or inappropriate content ("hallucinations").

The User expressly acknowledges that generated responses are provided for informational purposes only and cannot in any case substitute for human professional advice (notably medical, legal, financial or technical).

The User is responsible for the information and permissions supplied to their agent, its knowledge base, opening hours, transfer destinations and connected-calendar access. Authorized actions must be limited to business needs and checked before deployment.

The agent may misunderstand names, dates or requests. The User must test instructions, check important information and appointments actually recorded, and provide a human contact option. The Service is not an emergency service and does not guarantee emergency detection or assistance.

Processing of personal data, including audio recordings, transcripts, summaries and call metadata, is described in our Privacy Policy at www.replybot.org/en/privacy.

The User (Tenant) remains the data controller (within the meaning of the GDPR) for their End Contacts' data. PILOTIA OOD acts as a processor for that data and uses it strictly within the scope of providing the Service.

User Content remains the property of the User. PILOTIA OOD only holds a license of use strictly necessary for providing the Service.

Before deployment, the User must configure a clear announcement at the start of the interaction identifying the agent as AI and informing the caller of recording and transcription performed. The User provides a notice explaining purposes, legal basis, retention and how to exercise rights, and obtains consent where required by applicable rules.

The User must minimize collected data, restrict access to call histories and recordings to authorized persons, and ensure retention is appropriate to the stated purposes. Requests for access, deletion or shorter retention are handled under the Privacy Policy and applicable legal obligations.

The Service, its source code, graphical interfaces, knowledge bases, proprietary AI models and all technical and creative components are the exclusive property of PILOTIA OOD or its partners.

Nothing in these Terms shall be construed as a transfer of intellectual property rights to the User. The User is granted a personal, non-exclusive, non-transferable right of use over the Service for the duration of their subscription.

The Service is provided "as is" and "as available". To the maximum extent permitted by applicable law, PILOTIA OOD disclaims all express or implied warranties, including merchantability, fitness for a particular purpose or freedom from errors.

Save in cases of gross negligence, willful misconduct or bodily injury, and to the extent permitted by law, PILOTIA OOD's total cumulative liability towards the User, all causes combined, is capped at the total amount actually paid by the User during the twelve (12) months preceding the event giving rise to the damage.

PILOTIA OOD cannot be held liable for indirect, intangible or unforeseeable damages, including loss of revenue, customers, data, image or opportunity.

The User undertakes to defend and indemnify PILOTIA OOD against any claim, action or judgement brought by a third party (notably an End Contact, a competitor or a public authority) arising from a User's breach of these Terms, of applicable law or of the conditions of third-party platforms used.

PILOTIA OOD reserves the right to suspend or terminate a User's access to the Service automatically, without notice and without compensation, in case of:

• breach of these Terms or of applicable law;
• payment default not cured within seven (7) days following a reminder;
• abusive or fraudulent use of the Service (notably massive generation of unwanted calls, circumvention of technical limits);
• credible third-party report (public authority, partner platform) of non-compliant use.

PILOTIA OOD may modify these Terms at any time to reflect changes in the Service or the legal framework. Material changes are notified to the User at least thirty (30) days before they take effect, by email or through the dashboard.

Continued use of the Service after the changes take effect constitutes acceptance. Otherwise, the User may cancel their subscription before that date.

Neither party shall be held liable for a breach of its obligations resulting from a force majeure event as defined by article 1218 of the French Civil Code, notably: major weather event, armed conflict, widespread outage of an Internet service provider or critical sub-processor, massive cyber-attack, decision of a public authority making performance impossible.

These Terms are governed by French law.

If no amicable resolution is reached, disputes fall within the jurisdiction of the courts competent under the applicable rules, including Regulation (EU) No 1215/2012. Mandatory consumer rights, including jurisdiction and protection in their country of habitual residence, remain applicable.

For any question regarding these Terms, the User may contact PILOTIA OOD via the contact form available on www.replybot.org.