Terms and Conditions of the INFLO service

Effective from 28 October 2026

Version: 2.1

These terms and conditions govern the provision and use of the INFLO service operated by VEMART Distribution s.r.o., Company ID: 11763426, VAT ID: CZ11763426, with registered office at Děčínská 552/1, Střížkov (Praha 8), 180 00 Praha, registered in the Commercial Register kept by the Municipal Court in Prague, file No. C 354153.

Provider contact: [email protected]

Web: inflo.cz

These terms are intended for entrepreneurs and other persons acting within their business or similar activity. The service is not intended for consumers.

By using the Service, creating an account, registering via e-mail or an external identity provider, ordering a Plan, confirming an order, logging into the Client Portal or deploying an INFLO Entry Point on a website, the Client confirms that they have read and agree to these Terms.

The contractual relationship also includes the document Processing of Personal Data of the INFLO service, in particular its part governing the data processing agreement / DPA and the list of further processors.

1. Definitions

For the purposes of these terms, the following terms have the following meaning:

The Provider is VEMART Distribution s.r.o., which operates the INFLO service.

The Client is an entrepreneur, legal entity, self-employed person or other entity that orders the service or uses it for its website, e-shop or other online sales or presentation channel.

The Service means the INFLO platform provided as SaaS, including the client portal, INFLO Chatbot, INFLO Contract Withdrawal, web widgets and forms, statistics, settings, integrations, data sources, messages and related features.

The INFLO Chatbot or assistant is the AI assistant embedded on the client's website, which helps customers choose products, answers questions, recommends relevant products, provides information from permitted data sources and enables handover of the conversation to an operator.

INFLO Contract Withdrawal is a technical tool for receiving a customer's declaration of withdrawal, creating and recording a case, managing its status and communication between the Client and the customer.

The Client Portal is the Service's administration environment in which the Client configures INFLO products and manages data sources, users, conversations, cases, statistics, limits and billing.

A Widget or Entry Point is a web interface embedded in or connected to the Client's website by a script tag, link, button, standalone form or another integration method.

An End User is a website visitor, customer or potential customer of the Client who uses the Chatbot, submits a withdrawal or communicates through the Service.

Data Sources are the data and information provided by the client or connected by the client to the service, in particular product data, FAQ, information about shipping, payments, returns, terms and conditions, documents, a knowledge base or other permitted topics.

Client Data is all data, texts, documents, settings, instructions, data sources, conversations, orders, submissions, cases, messages, attachments, product information and other content that the Client inserts into, connects to or processes through the Service.

An AI Answer is a response generated by the assistant using artificial-intelligence elements based on the end user's query, the client's settings, data sources and other available contextual information.

An Operator is a person designated by the client who can take over conversations from the assistant and communicate with end users on the client's behalf.

A Submission is a set of data sent by an End User or the Client through INFLO Contract Withdrawal. Receiving a Submission does not itself mean that its eligibility has been accepted.

A Case is a record created from a Submission in the Client Portal which may contain order data, selected items, a reason, messages, attachments, deadlines, history and processing outcome.

An Activated Unique Case is a new Case which the Service does not identify, using the available identifiers, as a duplicate of an existing Case and makes available to the Client for ordinary processing. A Submission may be marked as duplicate if it corresponds to a Case already recorded.

A Test Submission is a Submission expressly created in a test mode available in the Client Portal. Its marking and any inclusion in usage are governed by the settings shown in the Service at the time of testing.

An INFLO Credit is the shared unit used to measure consumption of INFLO products. One Chatbot AI answer consumes 1 INFLO Credit and one newly Activated Unique Case in INFLO Contract Withdrawal consumes 10 INFLO Credits.

A plan means a free or paid service plan under the current price list, order or individual agreement with the Client and determines available features, limits and the INFLO credit allowance. A subscription means an agreement for recurring provision of a paid plan.

Documentation means guides, technical instructions, feature descriptions, integration instructions and other materials published by the provider or made available to the client.

Third-Party Services means services, software, infrastructure, artificial-intelligence models, payment tools, hosting, analytics tools or other technologies provided by third parties that may be used in providing the service.

2. Subject of the service

2.1. The Provider gives the Client access to the INFLO Service as software available online in SaaS form. One account may make both products available; specific features and limits depend on the Plan, price list and current availability.

2.2. INFLO Chatbot helps the Client handle End Users' queries, recommend products, explain information from Data Sources and hand more complex queries to an Operator. INFLO Contract Withdrawal enables the Client to receive a customer Submission, create a Case, track its status, deadlines and history and communicate about it in the Client Portal.

2.3. In the service, the client configures in particular:

• the widget's appearance and placement
• the welcome message
• suggested questions
• the assistant's behavior
• permitted topics
• data sources
• security and operational limits
• the operator handover mode
• users and permissions in the Client Portal
• entry points for contract withdrawal
• workflow statuses, deadlines and customer messages.

2.4. Once setup is complete, the Client may place the Chatbot or a withdrawal Entry Point on its website using a script tag, link or another provided integration method. The Client is responsible for correct implementation and clear labelling on its website unless the parties agree otherwise.

2.5. The service is provided as a standardized SaaS application. The client is not entitled to individual modifications of the service, new features, specific integrations or changes to the service's behavior unless expressly agreed separately.

2.6. The provider may continuously develop, modify, improve and change the service's features, appearance, technical solution, available integrations or internal processing method, provided this does not materially limit the main purpose of the service in the client's active paid plan.

3. Conclusion of the contract and account creation

3.1. A contract between the provider and the client arises in particular by:

• creating an account in the service
• ordering a plan
• confirming an order
• paying the price
• signing a separate agreement
• or actually using the service.

3.2. The client declares that it uses the service as an entrepreneur or on behalf of an entrepreneur, legal entity or other entity it is authorized to represent.

3.3. The person who creates an account, orders a plan or uses the service on behalf of the client declares that they are authorized to bind the client.

3.4. The client is responsible for the accuracy, completeness and currency of the data provided in the account, order, billing details and contact details.

3.5. The client is responsible for protecting the access credentials to the client portal and for all activities carried out through its account. The client must inform the provider without undue delay of any suspicion of unauthorized access or account misuse.

3.6. If the client uses login via a third-party service, for example Google, it acknowledges that this service serves only to verify identity and to create or grant access to the account. Identity verification by a third party does not replace the contractual relationship between the client and the provider or the documents that are part of it.

4. Plans, INFLO Credits and usage measurement

4.1. The service is provided in the plans listed in the current price list on the provider's website, in the client portal, the order or an individual agreement with the client.

4.2. Individual Plans may differ in particular in the number of included INFLO Credits, scope of features, number of websites and users, available integrations, support level, history, statistics and other parameters.

4.3. The shared credit model measures consumption of both products. One Chatbot AI answer consumes 1 INFLO Credit. One newly Activated Unique Case in INFLO Contract Withdrawal consumes 10 INFLO Credits. Messages, status changes and further work within an already activated Case do not by themselves create another Case.

4.4. Service consumption is measured according to the provider's internal records. The technical data recorded by the provider are decisive for calculating the use of the service.

4.5. INFLO Credits included in a Plan renew for each billing period and unused Credits do not roll over to the next period unless the price list, order or individual agreement expressly states otherwise.

4.6. During normal service operation, a customer submission is accepted and technically recorded even when credits are insufficient. Existing cases remain accessible and a new unique submission waits for activation until the Client obtains the necessary credits or changes plans. This does not create a right to submission intake while the service is restricted, suspended or terminated under these terms. Acceptance is not a legal assessment or automatic approval of a submission.

4.7. The Service may use available data to identify repeated or duplicate Submissions. Technical deduplication is an aid; the Client is responsible for checking whether the matter is actually the same and for handling it correctly.

4.8. Once the limit is reached, the Provider may, depending on Plan settings, the Client Portal or an individual agreement:

• stop generating further AI answers
• offer the client a plan upgrade
• allow additional Credits or overage under the terms shown in the price list or order
• switch the chat to operator mode
• or temporarily limit the availability of certain features.

4.9. The Client may be able to set a safety or financial usage limit in the Client Portal. Further paid consumption may be limited once it is reached.

4.10. Credit prices, any overage and Plan-change rules are governed by the current price list, order and information shown in the Client Portal. These Terms do not themselves set a unit price for an additional Credit.

4.11. The Provider may introduce reasonable technical restrictions against misuse of the Service, excessive load, circumvention of limits, automated attacks, unauthorized scraping or other behavior that threatens the Service, other clients or the Provider's infrastructure.

4.12. The Provider may at any time, at its discretion, stop offering any plan to new Clients or newly created workspaces. Closing an offering alone does not change the terms of a plan already being provided; changes for existing Clients are governed by the following clauses.

4.13. Due to service development, changes in technology, legal or security requirements, or reasonable adjustments to the offering and business model, the Provider may change a plan's parameters or discontinue it for existing Clients and replace it with a new plan. The Provider will give at least 30 days' notice by email to the Client's contact address and in the client portal. The notice will state the effective date, replacement plan, price, features, limits, material differences and how to reject the change. Unless the Client rejects the change under clause 4.14, they will be automatically moved on the notified date to the plan that most closely matches their previous usage, features and price level. A paid plan will not be migrated or have its terms worsened before the end of an already paid period. A free plan may only be replaced automatically with another free plan; if none is available, provision may end on the notified date. Immediate proportionate measures under clause 6.5 and section 20 remain unaffected.

4.14. The Client may reject a notified change by emailing the Provider's contact address before it takes effect and terminate the affected plan or contract for this reason no later than the effective date, without penalty or special fee. Existing terms apply until then. Any unused prepaid price attributable to the time after such termination will be refunded. Rejection does not entitle the Client to continued provision of the discontinued plan; data return and retention are governed by these terms and related contractual documents.

5. Price and payment terms

5.1. The price of the service is governed by the current price list, the order or an individual agreement with the client.

5.2. Unless stated otherwise, prices are given without VAT. VAT will be charged at the statutory rate under applicable law.

5.3. A subscription may be agreed as monthly, annual or another period according to the chosen plan or individual agreement.

5.4. The subscription is paid in advance unless expressly agreed otherwise.

5.5. Payment may be made by payment card, bank transfer, via a payment gateway or another method made available by the provider.

5.6. If the client uses automatic recurring payments, it agrees that the provider or the payment intermediary will automatically charge the subscription price for each following billing period.

5.7. The obligation to pay the price does not depend on whether the client actually uses the service in the given period, provided the service was available to the client.

5.8. If the client fails to pay the due amount properly and on time, the provider is entitled to:

• notify the client of the default
• limit or suspend access to the service
• stop generating AI answers
• suspend the widget
• charge statutory default interest
• demand payment of the costs associated with recovering the debt.

5.9. Prices paid are non-refundable unless these terms, the order, an individual agreement or mandatory legal regulations provide otherwise.

5.10. The provider may change the price list or plan parameters. A change to the price of an active subscription applies no earlier than from the next billing period unless agreed otherwise. The client will be informed of a material price change in a reasonable manner in advance.

6. The Free plan

6.1. Free is the default no-cost plan for a workspace. The current offering includes 100 shared INFLO credits per month with no payment card required. One billable Chatbot answer uses 1 credit and one newly activated unique case in Contract withdrawal uses 10 credits.

6.2. Unused credits do not roll over. The current Free offering allows up to 10 active data sources in total, including at most one product feed and one order feed, and one team seat. A feed does not unlock product recommendations or other higher-tier features. These parameters may change under clause 4.13.

6.3. Free plans, including Free, come with no guarantee of permanent availability or retention of their name, features, credit allowance, limits, support or other existing rules. They include no individual SLA, guaranteed availability or guaranteed support response times. The Client has no entitlement to retain existing free terms or receive paid features free of charge as a replacement.

6.4. The Provider may change, replace or discontinue free plans, including for an individual Client, under clause 4.13. A duly notified change, restriction or discontinuation of a free plan does not entitle the Client to financial compensation or an alternative free service; rights and liability that cannot lawfully be excluded and the rules for data protection and return remain unaffected. A free plan will not become paid without the Client explicitly ordering it.

6.5. In the event of an immediate threat to operation, a security risk, abuse or circumvention of limits, the provider may restrict or suspend the service to the necessary and proportionate extent without prior notice and inform the client as soon as circumstances allow.

6.6. Use the service for your own workspace and within your plan. Deliberately duplicating accounts to bypass limits, automated attacks and repeated operations outside supported use are prohibited. Normal use within the currently published limits is not itself abuse. Existing technical and security restrictions remain applicable.

6.7. After the Free allowance is exhausted, Chatbot stops generating further billable answers. During ordinary credit shortage, Contract withdrawal continues recording submissions and a new unique case waits for activation. This does not promise unlimited intake during service restriction, suspension or termination. A paid-to-Free change takes effect at the end of the current period and does not remove existing payment obligations.

6.8. Notice of a change or discontinuation of a free plan and the Client's options are governed by clauses 4.13 and 4.14. On termination, the Client receives information about returning their data and retention under the contract and legal duties. A standard product export is separate from returning data on termination.

7. Client obligations

7.1. The client is obliged to use the service in accordance with these terms, the documentation, legal regulations and good morals.

7.2. The client is responsible in particular for:

• correctly configuring the Chatbot and withdrawal workflows
• correctly implementing and clearly labelling widgets, forms and links on its website
• the content and currency of data sources
• the truthfulness and completeness of information about products, prices, shipping, payments, availability, complaints, returns and other information provided to end users
• compliance of its website and its business with legal regulations
• assessing withdrawal eligibility, observing deadlines, refunds, return or receipt of goods, choosing the next step and communicating with its customers
• the activity of its operators
• fulfilling information obligations toward end users
• obtaining all consents and legal titles required to use the service on its website.

7.3. The client must ensure that end users are informed in a suitable and comprehensible manner that they are communicating with an AI assistant, unless this is entirely obvious from the circumstances.

7.4. The Client must include in its own information for End Users details about the use of the Chatbot and INFLO Contract Withdrawal, personal-data processing, cookies or similar technologies, retention and contacts for exercising rights.

7.5. The Client must maintain an alternative submission method available to customers when the Service is unavailable or the Entry Point is incorrectly implemented, such as a contact e-mail address or another legally permissible channel.

7.6. The Client must not use the Service in a way that could harm the Provider, other clients, End Users, third parties or operation of the Service.

7.7. The Client must not insert into the Service or process through the Service content that:

• is illegal, misleading, fraudulent, discriminatory, offensive or infringes the rights of third parties
• infringes intellectual property rights
• contains malware, malicious code or security threats
• contains unlawfully obtained personal data
• contains special categories of personal data without an appropriate legal basis
• contains payment details, payment card numbers, passwords or other highly sensitive access credentials
• serves spam, harassment, phishing or other harmful activity.

7.8. The Client must not use the Service to provide professional legal, medical, financial, tax or other highly regulated advice unless such use has been expressly permitted by the Provider and the Client has ensured compliance with applicable law.

7.9. The Client must not use the Service for automated decisions with legal or similarly significant effects on an individual. The Client always makes the decision about a withdrawal or any other claim.

8. Data sources and client content

8.1. The client is the exclusive owner or authorized user of the data sources and content it inserts into or connects to the service.

8.2. The client grants the provider a non-exclusive, royalty-free authorization, valid for the duration of the contract, to use the client data to the extent necessary for providing, operating, securing, supporting and improving the service.

8.3. The client declares that it has all rights, licenses, consents and legal titles required to insert, connect or process the client data through the service.

8.4. The provider is not responsible for the factual accuracy, completeness, currency or legality of the data sources provided by the client.

8.5. If the data sources are outdated, incomplete, erroneous or misleading, the assistant's answers may also be outdated, incomplete, erroneous or misleading. The client is responsible for the consequences of such a state.

8.6. The provider is entitled to remove, limit or block the client's content if it has reasonable suspicion that it violates these terms, legal regulations, the rights of third parties or threatens the security or operation of the service.

9. AI answers and limitation of liability for outputs

9.1. The client acknowledges that the service uses artificial-intelligence and machine-learning elements. The service's outputs are generated automatically based on probabilistic models, data sources, the client's settings and the conversation context.

9.2. AI answers may not always be accurate, complete, current, appropriate or error-free. In some cases the service may produce an answer that does not correspond to the actual state, the data sources or the client's intent.

9.3. The service does not replace professional human judgment, customer support, legal review, review of product information or the client's business decisions.

9.4. The client is obliged to regularly test the assistant's behavior, check the quality of answers, update data sources and configure the assistant so that it only answers topics related to the client's business.

9.5. If the assistant recommends a product, explains the terms of shipping, payment, returns, availability or other commercial information, this is an automated answer based on available data. The binding relationship between the client and its customer is governed by the client's terms, not by these terms.

9.6. An AI answer in itself does not constitute a binding offer by the provider or a binding legal act of the provider toward the end user.

9.7. The client is responsible for how AI answers are used on its website and for the legal, commercial or customer consequences it draws from them.

9.8. The provider is not liable for damage, loss of revenue, a complaint, a claim or an end user's demand or other consequence caused in particular by:

• erroneous or outdated data sources
• incorrect configuration of the assistant
• inappropriate use of the service by the client
• use of an AI answer without human review
• incorrect information on the client's website
• an operator's conduct
• an end user's decision
• the unavailability or failure of third-party services.

9A. INFLO Contract Withdrawal

9A.1. INFLO Contract Withdrawal provides a technical workflow for submitting and recording withdrawals. The Client may provide customers with a standalone link, embedded form, floating button or another supported Entry Point.

9A.2. The Service may verify an order against the Client's Data Source, record the submission time, selected items and customer's withdrawal statement, create a Case, send operational e-mails and make history, deadlines, status and communication available in the Client Portal.

9A.3. The Provider supplies a technical tool, does not provide legal advice and does not guarantee legal compliance of the Client's website, workflow or decision. The Service does not automatically decide whether a withdrawal is eligible, whether a refund is due, whether goods must be accepted or any other customer right.

9A.4. The Client is solely responsible for assessing each Submission, observing applicable statutory and contractual deadlines, correctly informing customers, refunds, return or receipt of goods, accounting and tax documents and the content of customer communication.

9A.5. Deadlines and alerts shown in the Service are operational aids based on available data and settings. The Client must verify them for the specific Case and applicable law.

9A.6. Confirmation of technical receipt only shows that the Service recorded the Submission. It is not confirmation by the Provider or Client that the customer satisfied legal withdrawal conditions or that the request was approved.

9A.7. The Client must regularly review new Cases and message-delivery status. When the Service is unavailable, the Client must keep an alternative submission method available and process requests received through it.

10. Handover of the conversation to an operator

10.1. The service may enable handover of the conversation to an operator, in particular if the query exceeds permitted topics, requires human judgment or the assistant's logic is set up that way.

10.2. The provider only technically enables the handover of the conversation, the display of context and the continuation of communication. The client is responsible for the content of the operator's answers, the availability of operators, response time and resolving the end user's request.

10.3. If the client has no operator available, the conversation may remain unanswered, be ended or continue in another configured way according to the service's features.

11. Integrations, the widget and technical requirements

11.1. The client is obliged to follow the provider's documentation and technical instructions for inserting the widget, connecting data sources and using the service.

11.2. The provider is not liable for malfunction of the service caused by incorrect implementation of the script tag, changes to the client's code, conflicts with other scripts, website settings, security tools, browser blocking, ad blockers, corporate proxies, Content Security Policy, cookie settings or other systems outside the provider's control.

11.3. The client must not modify the integration code, circumvent technical restrictions, hide the service's identification, interfere with consumption measurement or use the service beyond the permitted scope.

11.4. If the client uses the service on multiple websites, domains, language versions or projects, it may do so only to the extent permitted by the relevant plan or individual agreement.

12. Third-party services

12.1. The service may use third-party services, in particular providers of cloud infrastructure, databases, payment services, analytics, e-mail communication, artificial-intelligence models or other technologies.

12.2. The availability, quality or changes of third-party services may affect the availability or functionality of the service.

12.3. The provider is not liable for outages, changes, restrictions, price, availability, security incidents or other problems of third-party services that are not under the provider's direct control.

12.4. The provider is entitled to change the third-party services used, provided this does not materially limit the main purpose of the service.

13. Availability, maintenance and support

13.1. The provider will endeavor to ensure stable and secure operation of the service. However, the service is provided as an online service and its continuous availability is not guaranteed unless an SLA is expressly agreed.

13.2. The provider may carry out scheduled or extraordinary maintenance, updates, fixes, infrastructure changes or security interventions. During these activities the service may be temporarily unavailable or limited.

13.3. The provider will endeavor to carry out scheduled maintenance so as to limit normal use of the service as little as possible.

13.4. Support is provided to the extent according to the chosen plan, the documentation, the client portal or an individual agreement.

13.5. Unless agreed otherwise, the provider does not guarantee a specific support response time or a specific incident-resolution time.

14. Security

14.1. The provider adopts reasonable technical and organizational measures to protect the service, client data and the operating infrastructure.

14.2. The client acknowledges that no online service is entirely without risk. The provider does not guarantee absolute security of the service or the impossibility of unauthorized access.

14.3. The client is obliged to protect its access credentials, set reasonable user permissions, remove access from persons who no longer need it and immediately report suspicious activity.

14.4. The provider may temporarily limit or suspend access to the service if necessary to protect security, data, infrastructure, the client, end users or third parties.

15. Personal data protection, cookies and DPA

15.1. When using the service, personal data of the client, client-portal users, operators and end users may be processed.

15.2. In relation to End Users' personal data processed through the Chatbot or INFLO Contract Withdrawal, the Client is generally the controller and the Provider is the processor.

15.3. In relation to personal data processed for the purposes of operating the account, billing, payments, communication with the client, securing the service, keeping records of the contractual relationship, the provider's marketing and fulfilling legal obligations, the provider may be an independent controller of personal data.

15.4. Details about personal-data processing, cookies and similar technologies, further processors and processing conditions are governed by the separate document Processing of Personal Data of the INFLO service.

15.5. The part of Processing of Personal Data of the INFLO service marked as the Data Processing Agreement / DPA constitutes the agreement between the Client as controller and Provider as processor where the Client processes End Users' personal data through the Service.

15.6. The Client is responsible for its information duties toward End Users, cookie-consent settings, information about both INFLO products and an appropriate legal basis for personal-data processing through the Service.

15.7. The client must not knowingly process through the service personal data that is not necessary for the purpose of using the service, in particular birth numbers, payment details, passwords, special categories of personal data or other highly sensitive data, unless such processing has been expressly agreed and legally addressed.

15.8. In the event of a conflict between these Terms and Processing of Personal Data of the INFLO service, that document prevails in matters of personal-data processing.

16. Intellectual property

16.1. All rights to the service, software, source code, databases, interfaces, design, know-how, models, algorithms, documentation, business designation, the Inflo brand and other elements of the service belong to the provider or its suppliers.

16.2. The client obtains only a limited, non-exclusive, non-transferable and time-limited authorization to use the service for the duration of the contractual relationship and within the scope of the chosen plan.

16.3. The client must not copy, modify, reverse-engineer, decompile the service, circumvent its technical restrictions, create derivative works, provide it to third parties as its own service or use it to create a competing product.

16.4. The client retains the rights to its data, data sources, business designation, product information, documents and other content it inserts into the service.

16.5. The provider is entitled to use anonymized or aggregated operational, statistical and analytical data arising from the use of the service for the purposes of operating, improving, securing, developing, benchmarking and commercially developing the service, provided the client and the end user cannot reasonably be identified from such data.

17. References

17.1. The provider may state the client's business name, name, logo or brand as a reference on its website, in presentations or business materials, unless the client raises a written objection to such use.

17.2. The client may send an objection to the use of a reference to [email protected]. After receiving the objection, the provider will remove the reference from publicly managed materials within a reasonable period.

18. Confidentiality

18.1. Each party is obliged to protect the confidential information of the other party that it obtains in connection with the contractual relationship.

18.2. Confidential information includes, in particular, business, technical, financial, operational, product, pricing, customer and security information that is not publicly available.

18.3. The parties must not use confidential information for any purpose other than performing the contract or disclose it to third parties without the other party's consent, unless this is necessary to perform the contract, required by law or permitted by these terms.

18.4. The duty of confidentiality lasts for the duration of the contractual relationship and 5 years after its end. For trade secrets, the duty of confidentiality lasts for as long as the information has the nature of a trade secret.

19. Prohibited use of the service

19.1. The client must not use the service in particular for:

• violating legal regulations
• infringing the rights of third parties
• sending spam or unsolicited communication
• phishing, fraud or deceiving end users
• spreading malware or malicious code
• unauthorized data collection
• circumventing security measures
• overloading the provider's infrastructure
• testing vulnerabilities without the provider's prior written consent
• creating a competing service
• training or improving competing systems without the provider's consent
• providing regulated advice without appropriate authorization
• processing data or content that is clearly inappropriate for the purpose of the service.

19.2. The provider is entitled to investigate suspicious or prohibited use of the service and to take reasonable measures including limiting the account, suspending the service or terminating the contract.

20. Suspension of the service

20.1. The provider is entitled to temporarily suspend or limit the client's access to the service if:

• the client violates these terms
• the client is in default of payment
• there is a security risk
• there is excessive or unusual load on the service
• there is suspicion of account misuse
• the client uses the service in an illegal or harmful way
• it is necessary due to a request from a public authority
• continuing the service could cause harm to the provider, the client, end users or third parties.

20.2. Where the nature of the matter allows, the provider will inform the client of the suspension of the service and allow it to arrange a remedy.

20.3. Suspension of the service does not affect the client's obligation to pay payment obligations already incurred.

21. Duration, renewal and termination

21.1. The contract is concluded for an indefinite period unless agreed otherwise.

21.2. The subscription is agreed for a billing period according to the chosen plan. If automatic renewal is active, the subscription automatically renews for the next period until terminated by the client or the provider.

21.3. The client may terminate the subscription in the client portal or by notice to the provider's contact e-mail. Termination is effective at the end of the current billing period unless agreed otherwise.

21.4. Terminating a subscription does not entitle the Client to a pro rata refund for an already started period unless expressly agreed otherwise. This does not affect refunds of unused prepaid amounts when rejecting a notified change under clause 4.14 or refunds required by law.

21.5. Either party may terminate the contract if the other party materially breaches the contract and fails to remedy it within 30 days of delivery of a written notice, where a remedy is possible.

21.6. The provider may terminate the contract immediately if the client:

• seriously breaches these terms
• uses the service illegally
• threatens the security or operation of the service
• infringes the rights of third parties
• is repeatedly in default of payment
• circumvents limits or technical restrictions
• provided false information
• or acts in a way that may harm the provider or its service.

21.7. After termination, the Client must stop using the Service and remove the Chatbot, forms, scripts and other INFLO Entry Points from its website.

21.8. After termination of the contract, the provider may, after a reasonable period, delete or anonymize the client's data, unless it is obliged to retain it longer under legal regulations or legitimate interests.

21.9. The client is obliged to export the data it wishes to keep before terminating the service, where the service enables such export.

22. Liability for damage

22.1. The service is provided "as is" and "as available." The provider does not warrant that the service will be continuously available, error-free, without outages, compatible with all of the client's systems or that it will meet all the client's business expectations.

22.2. The provider is not responsible for achieving specific business results, in particular increasing conversions, increasing turnover, reducing customer-support costs, the number of orders, end-user satisfaction or other economic results.

22.3. The Provider is not liable for indirect or consequential damage, lost profit, loss of revenue or data, damage to goodwill, third-party claims or damage arising from a Client or End User decision based on an AI answer, deadline shown by the Service or the Client's legal assessment of a Submission.

22.4. The provider's total liability for damage arising in connection with the contract or the service is limited to the amount corresponding to the price paid by the client to the provider over the last 12 months before the damage occurred. If the client used the service free of charge or during a trial period, the provider's liability is limited to the amount of CZK 1,000.

22.5. The limitation of liability does not apply to the extent that it cannot be excluded or limited under mandatory legal regulations, in particular in the case of harm caused intentionally or through gross negligence.

22.6. The client is obliged to compensate the provider for harm, costs or third-party claims arising as a result of a breach of these terms, illegal use of the service, unauthorized use of data, infringement of the rights of third parties or failure to fulfill the client's obligations toward end users.

23. Force majeure

23.1. The provider is not liable for a breach of obligations caused by circumstances beyond its reasonable control, in particular internet outages, cloud-service outages, cyberattacks, supplier outages, interventions by public authorities, accidents, natural events, war, civil unrest, an epidemic or other force majeure.

23.2. For the duration of force majeure, the affected party's obligations are reasonably suspended.

24. Changes to the terms

24.1. The Provider may amend these terms to a reasonable extent, particularly due to changes in the service, legal requirements, security requirements, technology, or reasonable adjustments to the offering and business model. Plan changes and discontinuation are also governed by clauses 4.12 to 4.14.

24.2. A change affecting the Client's rights or obligations will be notified at least 30 days before it takes effect, by email to the Client's contact address and in the client portal. The notice will include the new wording or a clear description of changes, the effective date and information about the right to reject the change and terminate the affected agreement.

24.3. If the Client disagrees with a change, they may reject it before it takes effect and terminate the affected plan or contract no later than its effective date, without penalty, following clause 4.14. The existing terms apply until then.

24.4. A change to the terms does not affect rights and obligations arising before it takes effect.

24.5. If the Client does not reject a duly notified change and terminate the affected agreement under clause 24.3, the new wording applies from the notified effective date. Using the service before that date is not consent to an earlier effective date. Where the law requires explicit consent or another procedure, that procedure applies.

25. Communication

25.1. Communication between the provider and the client may take place by e-mail, via the client portal, notifications in the service or another agreed manner.

25.2. The client is obliged to keep a current contact e-mail in the client portal. A message sent to this e-mail is deemed delivered even if the client does not read it, provided it was sent to the current contact address given by the client.

25.3. The provider's contact e-mail for general inquiries is [email protected].

26. Governing law and dispute resolution

26.1. These terms and the contractual relationship between the provider and the client are governed by the law of the Czech Republic.

26.2. The parties undertake to resolve any disputes amicably first.

26.3. If a dispute is not resolved amicably, the courts of the Czech Republic with subject-matter and local jurisdiction will be competent to resolve it.

27. Final provisions

27.1. If any provision of these terms is invalid, ineffective or unenforceable, this does not affect the validity, effectiveness or enforceability of the other provisions.

27.2. The provider may assign or transfer the rights and obligations under the contract to another person in connection with a transfer of the business, part of the business, the sale of the service, reorganization or another similar transaction. The client may transfer the rights and obligations under the contract only with the provider's prior written consent.

27.3. These Terms, together with the order, price list, Documentation, Processing of Personal Data of the INFLO service and other expressly referenced documents, constitute the complete agreement between the Provider and Client regarding use of the Service.

27.4. In the event of a conflict between these terms and an individual written agreement, the individual written agreement prevails. In the event of a conflict between these terms and the price list, the price list or the order prevails on the matter of the price and plan parameters.

28. Related documents

These Terms are supplemented in particular by Processing of Personal Data of the INFLO service.

That document governs in particular:

1. the principles of personal data processing for situations where the provider acts as a controller of personal data,
2. the data processing agreement / DPA for situations where the provider processes end users' personal data for the client,
3. the list of further processors, suppliers and recipients of data,
4. the use of cookies, localStorage, sessionStorage and similar technologies,
5. sample information the client may use in its own privacy policy and cookie policy.

The client acknowledges that if it uses the service on its website, it is obliged to ensure that its own legal documentation toward end users corresponds to the actual way the service is used.