Terms of use

1. Provider and scope

ZOXIO AI Chat is provided by ZOXIO s.r.o., Company ID 23468866, with its registered office at Průběžná 6178/2, 708 00 Ostrava, Czech Republic (the “Provider”).

These Terms govern the relationship between the Provider and any individual or legal entity that creates an account, orders a plan or otherwise uses the Service (the “Customer”). An individual written agreement or accepted proposal prevails in the event of a conflict.

2. The Service

ZOXIO AI Chat is a web-based SaaS service for creating and running an AI chatbot on the Customer’s website (AI Chat) and an AI voicebot on a phone line (AI Voice). The chatbot and the voicebot use configured instructions and sources connected by the Customer, including custom content, FAQs, web pages, documents, product feeds and supported external interfaces.

The Service is not a traditional live chat or call centre. Responses are always generated by AI and a chat conversation cannot be taken over by a live operator within ZOXIO AI Chat. Depending on the Customer’s settings, the voicebot may transfer a call to a phone number the Customer designates; a transferred call is no longer part of the Service. Depending on the selected plan, the administration provides settings, statistics and transcripts of conversations and calls.

The voicebot answers calls on a phone number assigned to the Customer by the Provider. The caller’s voice is processed in real time during the call solely to convert speech to text and to produce a spoken answer. The Service does not store audio recordings of calls. It retains the text transcript of the call, the results of its analysis (for example a summary, topics and query categories for statistics), the caller’s phone number and the time and duration of the call.

3. Account and formation of contract

The Customer must provide accurate and current information, protect their credentials and is responsible for activity performed through their account. Suspected misuse must be reported to the Provider without undue delay.

A contract is formed when registration is completed and these Terms are accepted; for paid Services, it also requires confirmation of the relevant plan order. The Provider may reject a registration or request verification where there is a reasonable security or legal risk.

4. Nature and limitations of AI responses

Generative AI output is probabilistic. Although the Service is designed to use the Customer’s sources, an answer may be incomplete, inaccurate, outdated or inappropriate for a particular situation. The Provider does not guarantee the factual accuracy of every output.

Before deployment, the Customer must review the configuration, instructions and knowledge sources and should continuously review transcripts and answer quality. Without professional verification, the chatbot must not be treated as a substitute for legal, medical, financial or other regulated advice, or used to make fully automated decisions producing legal or similarly significant effects on individuals.

5. Customer content and responsibilities

The Customer is responsible for all content, documents, URLs, product data, instructions and other information uploaded or connected to the Service. The Customer represents that they are authorised to use it and make it available to the Provider for delivery of the Service and that doing so does not infringe law or third-party rights.

The Customer is responsible for notices given to visitors, the legal basis for processing their data and a chatbot configuration appropriate for the Customer’s sector. The Customer should not submit special-category personal data, credentials, payment card details or other highly sensitive information unless this is necessary, legally justified and appropriately secured in advance.

6. Prohibited use

The Service must not be used in a way that violates law, third-party rights or the security of the Service. In particular, it is prohibited to:

• distribute unlawful, fraudulent, discriminatory or harmful content;
• infringe copyright, trade secrets, trade marks or privacy rights;
• attempt to bypass security or plan limits or gain unauthorised access to accounts, data or systems;
• place an unreasonable load on the Service, test vulnerabilities without permission or distribute malicious code;
• present AI output as communication from a specific person where this may mislead a visitor about the nature of the Service.

7. Plans, limits and payments

Features, monthly conversation or call-minute allowances, the number of phone numbers and other capacity limits are determined by the selected plan and the current price list. Each licence covers one AI chatbot or one AI voicebot unless the order states otherwise.

Paid plans are billed monthly in advance in Czech crowns. Payments and any recurring charges are processed through GoPay. The current price, applicable taxes and total amount are shown before an order is confirmed. Following a failed payment, access may be restricted or disabled after the paid period ends.

The Customer can cancel a recurring payment in the administration. A cancelled plan remains available until the end of the paid period unless stated otherwise. Unused monthly allowances do not carry over.

8. Availability, maintenance and changes

The Provider aims to operate the Service reliably but does not guarantee uninterrupted availability unless a separate service level has been agreed. Access may be affected by maintenance, security measures, internet outages, AI model or cloud infrastructure downtime, or another third-party service.

The Provider may reasonably develop and modify the Service, provided that a paid Service is not materially reduced without an appropriate remedy. Customers will be informed in advance, by an appropriate method, of a material change to a paid Service or these Terms.

9. Intellectual property

The software, design, marks and technical solution behind ZOXIO AI Chat remain the property of the Provider or its licensors. For the term of the contract, the Customer receives a limited, non-exclusive and non-transferable right to use the Service.

The Customer retains rights to its own materials and grants the Provider only the permission required to process, index, store and use them to provide the Service. The Provider does not acquire the right to use Customer content for unrelated purposes without a further legal basis.

10. Personal data and confidentiality

Personal data processing is described in the Privacy Policy. The Provider normally acts as controller for account, payment and direct communication data. For personal data included by the Customer in knowledge sources, captured in visitor conversations or in transcripts of calls, the Provider normally acts as processor and the Customer as controller.

Where required by Article 28 GDPR, the parties will enter into or otherwise make available an appropriate data processing agreement. The Provider applies reasonable technical and organisational measures and restricts data access to people who need it for operation, security or support.

11. Liability and complaints

A fault or complaint should be reported without undue delay to zoxio@zoxio.eu together with the details needed to investigate it. The Provider will handle it within a reasonable period and, for consumers, no later than the statutory deadline.

The Provider is liable to the extent required by mandatory law. It is not responsible for decisions based solely on unverified AI output, errors in Customer sources, visitor conduct, or outages and changes to third-party services beyond its reasonable control. Nothing in these Terms excludes liability that cannot legally be excluded.

12. Suspension and termination

The Provider may suspend or terminate the Service for a serious or repeated breach of these Terms, non-payment, a security risk or a legal obligation. Where circumstances allow, the Customer will first be notified and given a reasonable opportunity to remedy the issue.

After termination, access to the administration, widget and data may be restricted. The Customer should therefore export any transcripts or other available data that must be retained. Further handling of data is governed by the Privacy Policy and the Provider’s legal duties.

13. Consumers, governing law and final terms

If the Customer is a consumer, all rights under mandatory consumer law apply, including any right to withdraw from a distance contract. Where the consumer asks for performance to begin before the withdrawal period expires, applicable law governs the procedure and a proportionate payment for Services already provided may be due.

If a consumer dispute cannot be resolved directly, it may be submitted for alternative dispute resolution to the Czech Trade Inspection Authority, Štěpánská 796/44, 110 00 Prague 1, coi.gov.cz. The relationship is governed by Czech law without prejudice to mandatory consumer rights under the law of the consumer’s habitual residence.

Invalidity of one provision does not affect the remaining Terms. The current version is published on this page. Questions may be sent to zoxio@zoxio.eu. The Czech version is the governing version if the translations differ.