Terms of Service

These Terms of Service govern access to and use of Aideno, a web-based software service for managing business communications, AI-assisted responses, connected messaging channels, appointments, and related features. These Terms form a legally binding agreement between the Service Provider and the Customer.

The Service Provider is Oleksandr Dmytriv, a sole trader registered in Poland, with a business address at dr. Jana Piltza 43, 30-392 Kraków, Poland, NIP 5732940047.

The Service may be made available through aideno.chat, a temporary deployment domain, or another official domain designated by the Service Provider from time to time. References to the Website mean the official website through which Aideno is then made available.

Self-service access during the initial launch is for sole proprietors in Ukraine and subsequently the EU. A company or other organization must arrange its contracting details with Aideno before using the Service. Aideno is offered for business communications, not personal or household use. Mandatory protections for Consumers and Consumer-Like Entrepreneurs still apply whenever a Customer legally qualifies for them; a business account label does not remove those rights.

“Account” means the registered account through which a Customer or its authorized Users access the Service.

“Agreement” means the agreement between the Service Provider and the Customer comprising these Terms, the selected plan or order, information presented during registration or checkout, and any other terms expressly accepted by both parties.

“Business Customer” means a Customer acting for purposes relating to its trade, business, craft, or profession. “Consumer” means a natural person acting for purposes outside that person’s trade, business, craft, or profession.

“Consumer-Like Entrepreneur” means a natural person entering into an agreement directly related to that person’s business activity where, under Polish law, the agreement is not of a professional nature for that person, in particular having regard to the scope of activity disclosed in CEIDG.

“Customer” means the person or entity that creates an Account, orders a plan, or otherwise enters into the Agreement. “User” means a natural person authorized to use an Account on the Customer’s behalf.

“Service” means Aideno and the functionality made available under the applicable plan. “Subscription” means paid access recurring for the billing period selected by the Customer.

“User Content” means information and materials submitted to, generated within, or connected to the Service by or for a Customer, including business information, knowledge-base entries, prompts, instructions, messages, conversation data, files, appointment information, and calendar-related data.

A natural person creating an Account must have the legal capacity required to enter into the Agreement. A person acting for a business or other organization confirms that they have authority to bind that Customer.

Use of the Service requires a compatible device, a current web browser, internet access, an active email address, and, for connected features, a valid account with the relevant third-party provider. The Customer is responsible for its own equipment, connectivity, and third-party accounts.

Registration information must be accurate, current, and complete. The Customer must keep Account credentials confidential, apply reasonable security controls, and promptly notify the Service Provider if unauthorized access or another security incident is suspected.

The Customer is responsible for activity carried out through its Account by its Users and for granting and removing their access. Credentials may not be shared with unauthorized persons or used to evade plan limits or security controls.

Before the Agreement is formed, these Terms are made available electronically in a form that can be stored and reproduced. The Agreement is formed when the Customer completes the registration or ordering process and the Service Provider confirms the Account or order, or when another formation event is clearly stated in the relevant flow. Accepting these Terms also accepts the incorporated Data Processing Agreement, including its applicable Customer transfer clauses in Schedule E. No separate paper agreement is required. Where party details are completed after registration, the Customer confirms those details before the covered transfer as described in that schedule.

The Service Provider grants the Customer a limited right to access and use the Service during the Agreement in accordance with the selected plan, applicable usage limits, these Terms, and the law. Features not included in the selected plan are not part of the Agreement.

The initial Service includes Instagram messaging, AI-assisted responses, business settings, Google Calendar scheduling, and optional browser notifications where enabled. Only functionality actually offered in the Account or expressly agreed in an order is included. References to paid plans or other channels do not promise that billing or additional integrations are currently available.

Product descriptions, plan details, and checkout information form part of the Agreement to the extent required by law. If they conflict with these Terms, individually agreed terms and mandatory law take priority, followed by the specific offer or order and then these Terms.

The Service Provider may offer a free trial or other promotional access. Its availability, duration, included features, limitations, and conversion rules will be presented before the trial or promotion begins.

A trial converts to paid access only where this is clearly disclosed in advance, the Customer provides a valid payment method where required, and all consents required by applicable law are obtained.

Unless otherwise stated in the offer, the Service Provider may limit or end promotional access in response to abuse, duplicate use, security risk, or breach of these Terms. Mandatory Consumer rights remain unaffected.

Current plans, billing periods, usage allowances, add-on packages, features, prices, currencies, and applicable taxes are shown in the Service, on the pricing page, or during checkout before an order is placed.

A Subscription renews automatically for the selected billing period unless it is cancelled before renewal. The renewal terms and total recurring charge are presented before purchase. The Customer authorizes the applicable payment provider to collect charges when due.

Payments may be handled by a third-party payment provider identified before purchase. Its separate terms may apply to payment processing. Taxes may be included in or added to the displayed price as stated during checkout and as required by law.

If payment fails or becomes overdue, the Service Provider may retry collection and restrict or suspend paid functionality after any notice required by law. The Customer remains responsible for charges validly incurred before cancellation or termination.

Price changes apply prospectively. They do not change a billing period already paid for. Advance notice and a right to cancel will be provided where required by the Agreement or applicable law.

Except where required by law or expressly stated in the relevant offer, cancelling a Subscription does not create a right to a refund for a billing period already started or for unused allowances or add-on packages.

Creating an Account or joining a free pilot does not itself authorize a charge. Paid access, any renewal, and any trial conversion require a separate offer accepted by the Customer. Aideno will not introduce charges retrospectively for free access.

As between the parties, the Customer retains its rights in User Content. The Customer grants the Service Provider a limited, non-exclusive licence to host, reproduce, process, transmit, technically modify, and display User Content only as reasonably necessary to provide, maintain, secure, support, and lawfully improve the user-facing Service, comply with the Agreement, and comply with law. Processing of personal data remains limited by the Data Processing Agreement; this licence does not authorize sale of personal data or training general-purpose AI models on Customer conversations.

The Customer confirms that it has all rights, permissions, notices, consents, and lawful bases needed to submit and process User Content through Aideno. A Business Customer is responsible for its own customer privacy notices, communication rules, retention choices, and lawful use of personal data.

The Customer must keep its business information, availability, prices, policies, instructions, and knowledge-base content accurate and lawful. The Service Provider is not responsible for an outcome caused by materially inaccurate, incomplete, or outdated information supplied by the Customer, to the extent permitted by law.

The Service Provider may remove or restrict User Content where reasonably necessary to address illegality, infringement, malware, abuse, security risk, a third-party platform requirement, or a breach of these Terms. Where appropriate and legally required, the Customer will be informed of the reason and available remedies.

Feedback about Aideno may be used to operate and improve the Service without compensation or obligation, provided that this does not transfer ownership of the Customer’s unrelated User Content.

The Customer and its Users must use the Service lawfully, in good faith, and in accordance with third-party platform rules. They must not use Aideno to:

• send spam, deceptive messages, harassment, threats, discriminatory content, or unlawful marketing;
• infringe intellectual property, privacy, confidentiality, publicity, or other rights;
• submit personal data without appropriate authority or safeguards;
• introduce malware, probe vulnerabilities, disrupt the Service, or bypass security or usage limits;
• impersonate others, conceal unlawful activity, or facilitate fraud or other harm; or
• violate Meta, Instagram, Google, OpenAI, or another connected provider’s applicable rules.

The Service Provider may use proportionate safeguards, moderation, rate limits, feature restrictions, or suspension to protect users, third parties, and the Service. Serious or urgent risks may be addressed without prior notice where permitted by law.

The initial Service is not offered for medical records, health assessments, identity-document collection, payment-card details, special-category or criminal-offence data, or services directed to children. The Customer must not request or deliberately upload such data. If it arrives unsolicited, the Customer must restrict further processing and arrange appropriate removal or handling with Aideno. This limitation does not remove either party’s obligations to protect information already received.

Aideno may use artificial intelligence, including models provided by third parties such as OpenAI, to generate, classify, translate, summarize, suggest, or automatically send responses and to support related workflows.

AI output can be inaccurate, incomplete, inappropriate, outdated, non-unique, or unsuitable for a particular context. The Service Provider does not guarantee a particular output or outcome.

The Customer is responsible for configuring automation, choosing whether automatic sending is suitable, reviewing output where appropriate, maintaining accurate instructions, and applying human oversight where required by law or the circumstances. Automatic modes may send messages or perform enabled actions without prior review by a User.

Aideno is not a substitute for legal, medical, financial, or other regulated professional advice. The Customer must not use AI features for unlawful, deceptive, discriminatory, abusive, or rights-infringing communications or for decisions requiring safeguards that the Service does not provide.

Relevant User Content may be transmitted to AI and infrastructure providers only as needed to provide the enabled features, subject to the Privacy Policy and any applicable data-processing arrangements. Specific restrictions for information received from Google APIs are set out in Section 11.

To the extent permitted by law, the Customer may use AI-generated output created for it, subject to third-party rights and provider terms. The Service Provider does not guarantee that output is copyrightable, unique, or free from third-party claims.

Integrations may require a valid third-party account and authorization. By enabling an integration, the Customer instructs and authorizes Aideno to access and process the connected account data within the permissions granted, solely to provide the selected functionality.

The Customer is responsible for complying with the terms, platform rules, messaging policies, permissions, and laws applicable to Instagram, Meta services, Google Calendar, OpenAI, and any other connected service.

A third-party provider may change, limit, suspend, or discontinue its platform, API, permissions, or the Customer’s account. Aideno cannot guarantee continued availability of an integration and is not responsible for third-party outages, account restrictions, API changes, approval decisions, or data controlled solely by that provider.

Disconnecting or revoking an integration may prevent related functionality from working. Unless expressly stated otherwise, integration does not mean that Aideno is affiliated with or endorsed by Meta, Instagram, Google, OpenAI, or another third party.

Where the Google Calendar integration is offered and enabled, Aideno may request OAuth authorization to access calendar information within the scopes granted by the Customer. Aideno currently reads writable calendar-list metadata, reads event identifiers, status, and start and end times to identify occupied periods, and creates, reads, and deletes Aideno booking events in the selected calendar. Rescheduling can create a replacement event and delete the original. Booking events can include the customer’s name or Instagram username, selected services, duration, and price. The Customer controls access to its calendar.

Aideno accesses Google user data only to the extent necessary for user-facing calendar features that the Customer enables. Google Calendar data is not sold, used for advertising, or used to train generalized AI or machine-learning models.

Aideno’s use and transfer of information received from Google APIs complies with the Google API Services User Data Policy, including its Limited Use requirements.

Aideno does not send the titles, descriptions, or attendee details of existing Google Calendar events to its AI provider. To generate a customer-facing scheduling reply, Aideno may send derived available appointment times, service and pricing information, booking status, and, where relevant, the link returned for an Aideno-created booking event to an AI provider such as OpenAI. This transfer is limited to providing the enabled scheduling feature.

Other Google user data transfers are limited to service providers where necessary to provide or secure the relevant user-facing features, with appropriate protections and any consent required by Google policy or law. Human access is restricted to cases permitted by the Limited Use requirements, such as with the Customer’s affirmative consent for support, for security or abuse investigation, to comply with law, or for internal operations using aggregated and appropriately protected data.

The Customer may revoke Aideno’s access in its Google Account settings and may use any disconnect functionality made available in Aideno. If no suitable self-service control is available, the Customer may contact the Service Provider. Revocation or disconnection disables the related calendar functionality but does not by itself cancel a paid Subscription or delete the Account.

Further information about the Google data Aideno accesses, how it is used, stored, shared, protected, and deleted is provided in the Privacy Policy.

Aideno may propose appointments and create calendar events based on information, instructions, settings, conversations, and authorizations provided by the Customer. Depending on available features and selected settings, creation may be automatic or may require User approval.

The Business Customer is responsible for its services, availability, duration, prices, staff schedules, booking and cancellation policies, customer notices, and other booking information.

The Customer must check booking accuracy and resolve conflicts, duplicate bookings, incorrect availability, cancellations, and customer disputes. Aideno does not guarantee that a customer will attend or pay for an appointment.

Aideno does not itself provide the Customer’s services and is not a party to any agreement between a Business Customer and its customer.

The Service Provider will provide the Service with reasonable care and skill but does not promise a specific service level or uninterrupted availability unless a separate written agreement expressly states otherwise.

The Service may be unavailable because of maintenance, faults, updates, security incidents, third-party services, force majeure, internet conditions, or other technical limitations. Where reasonably practicable, planned material maintenance will be arranged to reduce disruption.

Features, integrations, AI models, interfaces, and limits may change to improve the Service, maintain security or compatibility, comply with law, respond to third-party changes, or develop the product. The Service Provider may discontinue functionality or the Service with reasonable notice where feasible and legally required.

Changes affecting Consumers or Consumer-Like Entrepreneurs will be made only on grounds and in accordance with procedures permitted by applicable digital-service law. Where a change materially and negatively affects access or use, the Service Provider will provide the information and termination rights required by law.

Aideno, its software, source code, interface, design, branding, documentation, databases, and provider-created content are owned by the Service Provider or its licensors and are protected by applicable intellectual property and unfair-competition laws.

During the Agreement, the Customer receives a limited, non-exclusive, non-transferable, non-sublicensable, and revocable right to use the Service for its intended internal purposes, subject to the selected plan and these Terms.

Except to the extent a restriction is prohibited by mandatory law, the Customer must not copy, modify, reverse engineer, scrape, resell, sublicense, or create derivative or competing services from protected elements of Aideno; bypass limits or access controls; or conduct security testing without prior written permission.

These Terms do not transfer ownership of User Content to the Service Provider or ownership of Aideno to the Customer.

Complaints may be sent to support@aideno.chat. A complaint should include the Account email, a description of the issue, relevant dates, the requested resolution, and supporting information where useful.

The Service Provider will acknowledge and assess Business Customer complaints within a reasonable time, having regard to their complexity. This clause does not create a guaranteed resolution time.

For Consumers and Consumer-Like Entrepreneurs, the Service must conform to the Agreement throughout the period in which it is supplied. The Service Provider is responsible for a lack of conformity on the terms required by the Polish Consumer Rights Act and other mandatory law.

A Consumer or Consumer-Like Entrepreneur may require the Service to be brought into conformity. The Service Provider may refuse only where conformity is impossible or would impose disproportionate costs under applicable law. The remedy will be provided within a reasonable time, without undue inconvenience, and without charge.

Where the statutory conditions are met, a Consumer or Consumer-Like Entrepreneur may make a proportionate price-reduction statement or withdraw from the Agreement, including where conformity is impossible, disproportionately costly, not restored within a reasonable time, continues despite an attempt to restore it, or the lack of conformity is sufficiently serious.

Complaints from Consumers and Consumer-Like Entrepreneurs will be answered within 14 days where that statutory response period applies. Refunds resulting from a valid price reduction or withdrawal will be made within the period and by the method required by law.

A Consumer may withdraw from a distance Agreement without giving a reason within 14 days after the Agreement is concluded. This right also applies to a Consumer-Like Entrepreneur to the extent provided by Polish law. It does not voluntarily extend to other Business Customers.

To exercise the right, the Customer must send an unambiguous withdrawal statement before the deadline to support@aideno.chat. The same statement may be sent to the postal address in Section 23. The following model may be used but is not required: “To Oleksandr Dmytriv, dr. Jana Piltza 43, 30-392 Kraków, Poland, support@aideno.chat: I/we hereby give notice that I/we withdraw from my/our contract for the supply of the following service: [service]. Ordered on: [date]. Name of consumer(s): [name]. Address of consumer(s): [address]. Signature of consumer(s), only if submitted on paper: [signature]. Date: [date].”

If the Customer expressly requests that a paid Service begin during the withdrawal period and later withdraws, the Customer may be required to pay a proportionate amount for the Service supplied before withdrawal where permitted by law and only if the legally required information was provided.

A withdrawal right is lost before the end of the 14-day period only where all conditions required by law are met, including any required prior express consent, request for immediate performance, acknowledgement of the consequence, and confirmation from the Service Provider. These Terms do not assume that such consent has already been given.

Following a valid withdrawal, the parties will perform their statutory return and refund obligations. The Customer must stop using and making the Service available to others where required by law.

A Customer may cancel a Subscription through available Account or billing functionality or, where necessary, by contacting the Service Provider. Cancellation normally prevents the next renewal, and paid access continues until the end of the current billing period unless law, the offer, or a refund decision requires a different result.

Subscription cancellation and Account deletion are separate. A Customer may request termination and Account deletion by emailing support@aideno.chat. The Service Provider may need a reasonable time to verify and process the request.

Account deletion may result in loss of access to User Content. Some information may be retained where necessary for legal duties or other limited purposes described in the Privacy Policy. For personal data processed on the Customer’s behalf, return and deletion are governed by the Data Processing Agreement. The Customer may request a supported electronic copy before deletion; bespoke migration to another product is not included. Aideno deletion does not itself erase messages in Instagram or events in the Customer’s Google Calendar.

The Service Provider may restrict, suspend, or terminate access for material breach, abuse, security risk, unlawful activity, non-payment, third-party platform restrictions, a legal requirement, or discontinuation of the Service. Where appropriate and required by law, notice and a reasonable opportunity to remedy will be provided.

Termination does not affect accrued rights, payment obligations, or provisions intended by their nature to continue, including provisions on intellectual property, liability, privacy, disputes, and lawful retention. Mandatory Consumer remedies remain unaffected.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for intentional misconduct, fraud, death or personal injury where exclusion is unlawful, or mandatory liability toward Consumers and Consumer-Like Entrepreneurs.

For Consumers and Consumer-Like Entrepreneurs, the Service Provider remains liable in accordance with mandatory law, including statutory remedies for failure to supply or lack of conformity. Any disclaimer in these Terms applies only to the extent it is lawful and fair in the circumstances.

For Business Customers, to the maximum extent permitted by law, the Service Provider is not liable for indirect or consequential loss, lost profit, revenue, business, opportunity, anticipated savings, goodwill, or data, or for loss arising from:

• third-party platform outages, API changes, account restrictions, or approval decisions;
• unauthorized or unsuitable Customer configuration, including automatic sending;
• inaccurate, incomplete, or unlawful User Content or booking information;
• reliance on AI output without appropriate review; or
• use of the Service contrary to these Terms, documentation, or law.

For a Business Customer, the Service Provider’s aggregate liability arising out of or relating to the Agreement is limited to the fees paid or payable by that Customer for the affected Service during the 12 months immediately preceding the event giving rise to the claim. This cap does not apply to liability that cannot lawfully be capped.

The limitations in this Section reflect the nature and price of a shared SaaS service and apply regardless of the legal basis of the claim, to the extent permitted by law.

Information about how the Service Provider processes personal data is provided in the Privacy Policy, which should be read together with these Terms.

For Account, billing, support, security, and direct service-administration data, Oleksandr Dmytriv generally acts as controller. Where a Business Customer processes its own customers’ personal data through Aideno, that Business Customer acts as controller and the Service Provider acts as processor under the Data Processing Agreement. Separate controller purposes are described in the Privacy Policy.

The Data Processing Agreement, including its processing and international-transfer schedules, forms part of these Terms for Business Customers and applies when Aideno processes personal data on their behalf. It takes priority on data-protection matters. Accepting these Terms incorporates that agreement; existing Customers must accept it before it applies to their existing Agreement.

The Agreement is governed by Polish law. For a Consumer, this choice does not deprive the Consumer of mandatory protection provided by the law of the country in which the Consumer habitually resides where that protection applies.

The parties are encouraged to try to resolve disputes directly. Courts will have jurisdiction in accordance with applicable procedural law. No clause in these Terms requires a Consumer to bring a claim only before a court at the Service Provider’s location.

Consumers and Consumer-Like Entrepreneurs may seek information about out-of-court complaint and redress procedures from local or municipal consumer ombudsmen, the competent Provincial Inspectorate of Trade Inspection, consumer organizations, and the Polish Office of Competition and Consumer Protection. Participation in a particular procedure is subject to applicable law and the rules of that body.

The Service Provider may update these Terms for legal, regulatory, security, technical, operational, or product reasons, including changes to features, integrations, business models, or third-party requirements.

Minor, beneficial, corrective, or non-material changes may take effect when posted where permitted by law. For material changes, Aideno will give at least 30 days’ notice to the Account email, explain the change and effective date, and allow termination before it takes effect. A shorter period may be used only where a legal requirement or urgent security need requires it, with notice as soon as practicable. Specific subprocessor changes follow the Data Processing Agreement.

Changes affecting Consumers or Consumer-Like Entrepreneurs will comply with mandatory digital-service and consumer law. Continued use will not be treated as overriding a legal requirement for express consent.

The effective date displayed on this page identifies the current version. Where required, earlier Terms continue to govern Agreements formed before a change unless the change is validly incorporated into them.

If any provision of these Terms is held invalid or unenforceable, the remaining provisions remain effective. The invalid provision will be interpreted or replaced only to the minimum extent necessary and lawful.

A failure or delay in enforcing a right is not a waiver of that right. The Customer may not assign the Agreement without prior written consent, except where mandatory law provides otherwise.

Notices may be sent by email, displayed through the Service, or posted on the Website, depending on their nature and applicable legal requirements. The Customer must keep its contact email current.

These Terms are available in Ukrainian and English. The versions are intended to have the same meaning. Any discrepancy is interpreted consistently with mandatory law and the version supplied to the Customer when contracting; a translation cannot reduce mandatory consumer or language protections.

Service Provider: Oleksandr Dmytriv
Business address: dr. Jana Piltza 43, 30-392 Kraków, Poland
Tax identification number: NIP 5732940047
Email: support@aideno.chat