1.1 The Contract is concluded electronically, without a signature, when the Customer, before completing the order, confirms by ticking the relevant box that they have read and accept these terms and then completes the order. This acceptance has the same effect as signing the Contract.

1.2 The Provider records the date and time of acceptance, the order and the exact version of the terms accepted, and sends the Customer, with the order confirmation email, a copy of the terms on a durable medium.

1.3 The following form an integral part of the Contract: (a) the description of the Service on the relevant page of the website at the time of the order, (b) the order summary (service, price, period) and, where applicable, (c) the Provider's written offer to the Customer. In case of discrepancy, for the specific elements of the order (subject, price, timeline) the offer prevails and, in its absence, the order summary.

1.4 The Contract is concluded in Greek. Any translation into another language is provided for convenience; in case of discrepancy the Greek text prevails.

2.1 The Provider undertakes to provide the Customer with the service or application the Customer selects when ordering (the "Service").

2.2 The Provider's Services concern artificial intelligence solutions and digital services for businesses and individuals, including:

• 2.2.1 Digital chat assistants (chatbots) for websites, which answer visitors' questions based on the knowledge defined by the Customer and collect contact requests,
• 2.2.2 AI Call Center and voice assistants for handling calls,
• 2.2.3 Digital team and automation of business tasks,
• 2.2.4 Documents & knowledge: tools for processing, searching and using documents,
• 2.2.5 Internet of Things (IoT): connecting devices and using their data,
• 2.2.6 Digital tutor and other educational applications,
• 2.2.7 Website design, hosting and management.

2.3 The Services are generally provided as online software services, in the form of Software as a Service (SaaS), and are accessible through the website, the Customer's personal account (sign-in with email and a one-time code), the Provider's management environment, by embedding in the Customer's website or through API integrations, where these are available for the specific Service.

2.4 For custom projects (for example website design, special integrations or configurations), the exact scope, deliverables, timeline and price are set out in the Provider's offer, which the Customer accepts by paying through the relevant link.

2.5 It is expressly agreed that:

• 2.5.1 Answers and results produced by artificial intelligence systems are generated automatically and may contain inaccuracies or omissions. They do not constitute legal, medical, tax, financial or other professional advice. The Customer must check the results before relying on them for important decisions.
• 2.5.2 Educational applications (such as the Digital tutor) support learning and do not replace the teacher. When used by a minor, the order is placed by the parent or person with parental responsibility, who accepts the Contract and supervises the use.
• 2.5.3 The Provider does not take part in the clearing and/or handling of payments. Payments are processed by a licensed payment service provider and the Provider does not store card details.
• 2.5.4 To provide the Services, the Provider uses infrastructure and services of third parties (for example providers of artificial intelligence models, hosting, email delivery and payment services), as described in the Privacy Policy.

2.6 The Provider may upgrade, improve or extend the Service with new features. The Customer's use of new services will be governed by new or supplementary terms of use and pricing.

2.7 The Customer's use of the Service does not imply any exclusivity and/or other restriction for the Provider, which retains the right to provide the Service to other customers as well.

2.8 If the Provider ends its cooperation with a third-party provider necessary for the operation of the Service (for example a provider of artificial intelligence models, hosting or payment services), the Provider may replace it with an equivalent provider, without material reduction of the Service. If replacement is not possible and the Service is materially affected, the Provider shall inform the Customer in good time and in writing (including by email), and the Customer is entitled to terminate the Contract and receive a refund of the amount corresponding to the prepaid, unused period.

3.1 Provider's obligations. The Provider undertakes: (a) to give the Customer access to the Service in accordance with these terms, (b) to make every reasonable effort to achieve availability (uptime) of the Service of at least 99% on a monthly basis, except for scheduled maintenance (announced in advance and carried out preferably outside business hours), failures of third-party providers or force majeure; this target is not a guarantee and does not give rise to a right to compensation or refund, without prejudice to Consumers' rights, (c) to provide customer support by email at aivoice@aivoice.gr, responding to requests within one (1) business day of submission (business days: Monday to Friday, 09:00–17:00, excluding public holidays), giving priority to requests concerning an interruption of the Service, (d) to protect the Customer's data and information by applying appropriate organisational and technical security measures, and (e) to inform the Customer in good time of any change in the terms of service or pricing policy.

3.2 Customer's obligations. The Customer undertakes: (a) to use the Service in accordance with this Contract, the law and fair business practice, (b) not to circumvent, alter, decompress, decompile or attempt to access the source code of the software or to copy/reproduce the Service, (c) to ensure that access credentials (email, one-time codes, API keys) are not leaked or misused by unauthorised users, (d) to pay the price of the Service on time, (e) to inform the Provider immediately of any security breach, data loss or unlawful use of the Service, (f) to ensure that the content provided to the Provider (for example texts, knowledge information, images, documents, audio files) is lawful and accurate and that the Customer holds the necessary rights to use it, and (g) not to use the Service to send unsolicited messages, mislead third parties or conceal from its users that they are communicating with an artificial intelligence system.

3.3 When a Professional Customer uses the Service for its own customers or visitors (for example a digital assistant on its website), the Customer is responsible for informing them as required by law (for example in its website's privacy policy) and for the accuracy of the information it gives to the Service.

3.4 Provider's rights. The Provider reserves the right: (a) to interrupt the Service temporarily for maintenance or upgrades, with timely notice, (b) to suspend or terminate the Service immediately if the Customer breaches the terms of use, (c) to adjust its pricing policy, with prior notice, in accordance with clause 4.5, and (d) to apply the usage limits of the package chosen by the Customer (for example number of conversations or calls per month), as shown at the time of the order.

4.1 Price. The price, the billing period (one-off, monthly or yearly) and any usage limits of the Service are those shown on the checkout page or in the offer at the time of the order (Annex 1). Prices for Consumers are final and include the applicable VAT.

4.2 Payment. Payment is made once and in advance, when completing the order or through the payment link, using the methods offered by the payment service provider (for example credit/debit card, IRIS, Apple Pay, Google Pay). The Service is activated once payment is confirmed.

4.3 Access period – Renewal. For Services billed periodically, access is valid for thirty (30) days (monthly) or three hundred and sixty-five (365) days (yearly) from confirmation of payment, unless the order summary states otherwise. The subscription does not renew automatically and the Customer is not charged again without a new order.

4.4 Invoicing. For each payment the Provider issues the legally required document (a service invoice for Professionals who declare a VAT number or a service receipt for Consumers), sent electronically to the email address declared by the Customer. Documents are issued on the basis of the billing details submitted by the Customer when ordering. The Customer is solely responsible for the accuracy and currency of the details declared.

4.5 Price changes. The Provider may change prices for future orders and renewals. Changes do not affect periods already paid. For Customers with an active subscription, the Provider gives notice by email at least thirty (30) days before the new price applies to them.

5.1 The Consumer has the right to withdraw from the Contract within fourteen (14) days of its conclusion, without giving any reason. To exercise this right, the Consumer informs the Provider by a clear statement (for example by email to aivoice@aivoice.gr), for which the model form in Annex 2 may be used but is not obligatory. It is sufficient to send the statement before the period expires.

5.2 If the Consumer withdraws, the Provider reimburses all payments received without undue delay and in any event within fourteen (14) days of receiving the statement, using the same means of payment used by the Consumer, unless expressly agreed otherwise, at no cost to the Consumer.

5.3 Immediate start. If the Consumer expressly requests, when ordering, that performance of the Service begin before the withdrawal period expires: (a) for services, if they withdraw, they pay an amount proportionate to what has been provided until they communicated the withdrawal, and they lose the right of withdrawal once the service has been fully performed, and (b) for digital content not supplied on a tangible medium, they lose the right of withdrawal once supply has begun, provided they have given their prior express consent and acknowledged that they thereby lose the right of withdrawal.

5.4 Professionals do not have a right of withdrawal under this clause.

6.1 All intellectual and/or industrial property rights in the Service, the software and its design belong exclusively to the Provider or its licensors. The Customer acquires only a non-exclusive, non-transferable right to use the Service for the term of the Contract.

6.2 Content provided by the Customer remains the Customer's property. The Customer grants the Provider a right to use it solely for providing the Service. The Customer may freely use the results the Service produces for it, subject to clause 2.5.1.

6.3 For custom projects (for example website design), the extent of the Customer's rights in the deliverables is set out in the offer. Failing such provision, the Customer acquires a right to use the deliverables for the purpose for which they were ordered, once the price has been paid in full.

7.1 The Contracting Parties agree that all information exchanged between them during and in connection with this Contract that is not publicly known shall be kept strictly confidential. The Parties shall not disclose, announce or use confidential information for any purpose other than the performance of this Contract without the prior written consent of the other Party. This obligation remains in force for two (2) years after the expiry or termination of this Contract.

8.1 The Contracting Parties declare and warrant that they comply with Regulation (EU) 2016/679 (General Data Protection Regulation – GDPR) and the relevant national legislation. Each Party shall ensure that personal data collected, stored or processed in connection with this Contract is used solely for its purpose and in accordance with the principles of lawfulness, transparency, minimisation and security. The Provider's processing of the Customer's personal data is described in the Privacy Policy of the aivoice.gr website.

8.2 Where personal data must be processed on behalf of the other Party (for example data of visitors or customers of a Professional Customer processed by the Service), this shall take place only on documented instructions and in the capacity of processor, with all required safeguards. In such cases the Data Processing Agreement (DPA) in Annex 3 applies; it is accepted together with this Contract, forms an integral part of it and sets out in detail the terms, rights and obligations of the Parties regarding the processing of personal data, in accordance with Article 28 GDPR.

9.1 Towards Professionals, the Provider's total liability for any damage arising from the Contract is limited to the total price paid by the Customer for the Service in the twelve (12) months preceding the event causing the damage. The Provider is not liable towards Professionals for loss of profit, loss of data or indirect damage.

9.2 The Provider is not liable for damage caused by content provided by the Customer, by use of the Service in breach of the Contract or by decisions the Customer took relying on artificial intelligence results without the check required by clause 2.5.1.

9.3 The limitations in this clause do not apply in case of intent or gross negligence or to damage to life, body or health, and do not limit the rights granted to Consumers by law.

10.1 This Contract enters into force upon its acceptance and the completion of the order and remains in force for the paid access period or, for custom projects, until completion of the project. Terms which by their nature continue to apply (for example confidentiality, intellectual property, limitation of liability) survive its expiry.

10.2 Either Party may terminate the Contract at any time with thirty (30) days' written notice (including by email). If the Customer terminates without fault of the Provider, the price of the period already paid is not refunded, without prejudice to the Consumer's rights under clause 5 and the law. If the Provider terminates without good cause, it refunds the price corresponding to the period that will not be used.

10.3 Termination for good cause takes effect immediately, without a notice period. Good cause includes in particular a material or repeated breach of the Contract or conduct that makes continuation of the contractual relationship impossible. The Party terminating for good cause retains the right to claim full compensation for any actual damage and loss of profit suffered as a result of the breach that led to termination, subject to clause 9.

10.4 Upon expiry or termination of the Contract, access to the Service ends. The Customer may request within thirty (30) days an export of its data, where technically available; the data is then deleted in accordance with the Privacy Policy, unless the law requires it to be retained.

11.1 The Contracting Parties are not liable for any delay or failure to perform their obligations under this Contract where such delay or failure is due to force majeure. Either Party may terminate this Contract by prior written notice to the other Party if the delay or failure due to force majeure continues without remedy for fifteen (15) calendar days.

12.1 The Provider may amend these terms. The new terms apply to orders placed after their publication on the website. For active Contracts, the Provider notifies the Customer by email at least thirty (30) days before material changes take effect; a Customer who does not accept them is entitled to terminate the Contract before they take effect and receive a refund of the price corresponding to the period it will not use.

13.1 The Contracting Parties may not assign all or part of their rights and obligations under this Contract to any third party without the express written consent of the other Party.

13.2 It is expressly and unreservedly acknowledged and agreed by the Parties that this Contract does not create any relationship of dependence between them and that no provision of this Contract establishes or may be deemed to establish between them a relationship of commercial agency, mandate, direct or indirect power of attorney, partnership, company, brokerage, employment or any other similar relationship.

13.3 A Customer who is a Professional acknowledges that it is an independent business acting solely at its own risk and for its own profit, and that any transactions with third parties in connection with this Contract are made on its own responsibility, in its own name and on its own account and do not bind the Provider towards third parties.

13.4 If any term or provision of this Contract is held to be unlawful, void or unenforceable, in whole or in part, under any applicable rule of law, that term shall be deemed not to form part of this Contract, and the legality, validity and enforceability of the remainder of this Contract shall not be affected. In that case each Contracting Party shall make every effort to negotiate promptly and in good faith a legally valid term to replace it.

13.5 This Contract, together with the documents in clause 1.3, constitutes the entire agreement of the Parties regarding the Service and supersedes any other prior, supplementary or parallel agreement, written or oral, or any written or oral statement of the Parties.

13.6 Any amendment of the terms of this Contract, other than through the procedure in clause 12, and any renewal or extension of it, is valid only if made in writing or electronically (for example by accepting a new offer or placing a new order).

13.7 A waiver of any term, provision, right or consent given under this Contract is valid only if in writing and made by the Contracting Party waiving or consenting, and in any case only for the occasion and purpose for which it is given. No failure or delay by either Party in exercising or enforcing any right, power or remedy provided by law or this Contract shall in any case weaken that right, power or remedy or operate as a waiver of it. Single or partial exercise of any right, power or remedy provided by law or this Contract shall not preclude any other or further exercise of it or the exercise of any other right, power or remedy. No breach of this Contract shall be waived and the Party at fault shall not be released except with the express written consent of the affected Party.

13.8 Contact – Complaints. Any communication, request or complaint by the Customer should be addressed to aivoice@aivoice.gr or to the Provider's registered office. The Provider responds as soon as possible.

13.9 This Contract and any dispute arising from it are governed by Greek law. For Professionals, the courts of Athens have exclusive jurisdiction over any dispute arising from this Contract concerning its validity, interpretation or performance. For Consumers, the statutory rules on international and local jurisdiction apply; the Consumer may also turn to alternative consumer dispute resolution bodies, such as the Hellenic Consumer Ombudsman (www.synigoroskatanaloti.gr).