Terms of Service

1. Provider and contact

1.1. The service provider is AI AGENT HUB PROSTA SPÓŁKA AKCYJNA, registered office in Katowice, ul. Jana III Sobieskiego 11/E6, 40-082 Katowice, Poland, entered in the register of entrepreneurs of the National Court Register kept by the District Court Katowice-Wschód in Katowice, 8th Commercial Division of the National Court Register, under KRS number 0001168165, tax ID (NIP) 6343054493, REGON 541503506, share capital 781 666,65 PLN (the “Provider”). Telofia is a service provided by the Provider.

1.2. Contact with the Provider: e-mail support@aiagenthub.pl, the contact form or in writing at the registered address. Address for electronic delivery: AE:PL-33272-39547-UADIR-23.

1.3. The language of the agreement and communication is Polish. The Terms are also made available in other languages; in the event of discrepancies, the Polish version prevails.

2. Definitions

In these Terms:

• Website means the telofia.com website together with the customer dashboard;
• Service means the paid Telofia service provided as software as a service (SaaS), described in section 3;
• Customer means an entrepreneur (a natural person conducting business activity, a legal person or an organisational unit with legal capacity) that has concluded an agreement with the Provider for the Service;
• Entrepreneur with consumer rights means a Customer who is a natural person concluding an agreement directly related to their business activity where the content of the agreement shows that it is not of a professional nature for that person, resulting in particular from the subject of their business activity as disclosed under the provisions on the Polish Central Register and Information on Economic Activity (CEIDG);
• User means any person using the Website, including people acting on behalf of a Customer (team members with access to the account);
• Account means the Customer’s dashboard on the Website in which the Customer configures the assistant and manages the plan, payments and data;
• Assistant means the AI voice assistant configured by the Customer that conducts phone and web conversations on the Customer’s behalf;
• Caller means a person who speaks with the Customer’s Assistant;
• Plan means the subscription plan selected by the Customer, including a defined scope of features, a number of call minutes per billing period and other limits described in the Price List;
• Price List means the current prices and scope of Plans and add-on services shown on the pricing page and in the Account;
• DPA means the data processing agreement, which forms an integral part of these Terms.

3. Type and scope of services

3.1. As part of the Service, the Provider makes the Assistant available to the Customer. In particular, the Assistant answers incoming calls to the Customer’s numbers or calls forwarded by the Customer, conducts conversations in selected languages based on the knowledge and instructions provided by the Customer, books, moves and cancels appointments in a connected calendar, takes messages and requests, transfers calls to designated people, sends SMS and e-mails related to the call, and prepares call transcripts, summaries and statistics. The current scope of features depends on the Plan and is described in the Price List.

3.2. The Provider also provides the following electronic services free of charge to every User: making the Website content available, the contact form, a demo conversation with the assistant in the browser and a one-time “Call me” demo call to the phone number provided (together with one summary SMS), carried out on the basis of consent given in the form. Users may stop using the free services at any time.

3.3. The Service is intended exclusively for entrepreneurs and is not offered to consumers. By creating an Account, the person acting on behalf of the Customer declares that they are of legal age and duly authorised to conclude the agreement on the Customer’s behalf.

3.4. The Service can work with third-party services connected by the Customer (e.g. Google Calendar, Microsoft Outlook, HubSpot, Pipedrive, webhooks and APIs). Such services are used under agreements concluded by the Customer with their providers; the Provider is not responsible for changes or outages on the side of those providers.

4. Technical requirements and risks

4.1. Using the Website and the Account requires: a device with Internet access, an up-to-date web browser (e.g. Chrome, Firefox, Safari, Edge) with JavaScript and cookies enabled, an active e-mail address and, for test conversations in the browser, a microphone and the browser’s permission to use it. For the Assistant to answer calls, a phone number provided as part of the Service or the ability to forward calls from the Customer’s number is required.

4.2. Using electronic services involves typical risks such as malware, phishing, takeover of login credentials or interception of unencrypted transmissions. The Provider uses encrypted connections (TLS) and other security measures; Users should protect their login credentials, use up-to-date software and not give unauthorised persons access to the Account.

4.3. Users must not provide unlawful content, including content that infringes third-party rights, or take actions that disrupt the operation of the Website.

5. Account and conclusion of the agreement

5.1. The agreement for the Service is concluded when the Account is created, i.e. after the required data has been provided, these Terms and the privacy policy have been accepted and the e-mail address has been confirmed or the User has signed in with a Google account. The agreement is concluded for an indefinite period; the paid part of the agreement begins when a paid Plan or add-on service is selected.

5.2. The Customer undertakes to provide true, complete and up-to-date data and to protect login credentials, and is responsible for the actions of people to whom it has given access to the Account. The Account may not be transferred.

5.3. The Provider confirms the conclusion of the agreement and purchases of Plans and add-on services by e-mail or in the Account.

6. Free trial

6.1. After creating an Account, the Customer receives a free 14-day trial that includes 30 minutes of test conversations with the Assistant in the browser (50 minutes when signing up through a partner program referral link). The trial does not require a payment method.

6.2. During the trial, a phone number is available as a paid add-on service. Ordering a number requires a payment method; the fee is charged monthly until the add-on is cancelled or a paid Plan is selected. Once a Plan is selected, the number is covered by the Plan price (within the Plan’s number limit), and the unused part of the add-on fee is credited towards future payments.

6.3. If the trial ends without a paid Plan being selected, the Assistant stops answering calls. The Account and configuration are retained, and the Customer may select a Plan at any time.

7. Plans, minutes and fees

7.1. The Service is provided for a fee according to the Plan selected by the Customer. Prices and the scope of Plans and add-on services are set out in the Price List in force at the time of the order. Prices are stated net; VAT is added if and to the extent it is due under applicable law.

7.2. A Plan includes a defined number of call minutes per billing period. Unused Plan minutes do not carry over to the next billing period. Additional minutes can be purchased in packs of 100 minutes; purchased additional minutes are used after the Plan minutes have been exhausted.

7.3. Add-on services (in particular additional phone numbers and SMS above the Plan limit) are charged according to the Price List.

7.4. Plans are paid in advance for monthly or annual periods, in the currency selected when ordering.

7.5. The Provider may change the Price List. A change of the prices applicable to the Customer takes effect from the first billing period starting at least 30 days after the Customer has been notified by e-mail or in the Account. A Customer who does not accept the change may terminate the agreement with effect at the end of the current billing period.

8. Payments and invoices

8.1. Payments are made cashlessly through the payment operator Stripe (Stripe Payments Europe, Ltd.), in particular by payment card or other methods available in the payment form. Payment card data is processed only by Stripe; the Provider has no access to full card numbers.

8.2. The subscription renews automatically for subsequent billing periods, and the fee is charged to the saved payment method at the start of each period until the subscription is cancelled.

8.3. The Customer accepts that invoices are issued and sent electronically. Invoices and payment confirmations are available in the Account and are sent to the Customer’s e-mail address.

8.4. If a payment fails, the system retries the charge. If the payment is not settled within 7 days of the due date, the Provider may suspend the Assistant until payment is made and, if payment is not made for more than 14 days, terminate the agreement in accordance with section 17.

9. Plan changes, cancellation and refunds

9.1. The Customer may change the Plan or cancel the subscription at any time in the Account (Payments tab, Stripe customer portal). Upgrading to a higher Plan takes effect immediately, with the fee prorated for the remainder of the period. Downgrading to a lower Plan and cancellation take effect at the end of the current, paid billing period; until then the Service is provided in its existing scope.

9.2. Subject to section 16 (Entrepreneur with consumer rights), section 15 (complaints) and mandatory provisions of law, fees paid are non-refundable, including for the unused part of a billing period, unused Plan minutes and purchased packs of additional minutes, which have no cash value and cannot be exchanged for money.

9.3. Approved refunds are made using the payment method used for the transaction, unless the parties agree otherwise.

10. Customer obligations and acceptable use

10.1. The Customer is responsible for the content provided to the Assistant (knowledge, instructions, price lists, greetings), for its lawfulness and accuracy, for the Assistant’s configuration and for checking appointments, messages and other actions performed by the Assistant.

10.2. The Service must not be used:

• to make or initiate unsolicited marketing calls or messages, automated mass calls (robocalls) or SMS spam;
• to impersonate other people or organisations, to present the Assistant as a human or to circumvent the notice that the caller is speaking with AI;
• to handle emergency numbers or in situations where an interruption of the Service or an Assistant error could endanger life, health or safety;
• to give medical, legal, financial or other high-risk advice without human oversight; the Assistant should refer such matters to a qualified person;
• to harass, intimidate or mislead Callers, including in breach of consumer protection, unfair competition, telecommunications, call recording or data protection laws;
• to process special categories of personal data unless this is necessary to handle the call and the Customer has a legal basis for it;
• in a way that disrupts the Service, circumvents security measures or limits, or uses automatically generated traffic.

10.3. As the controller of Callers’ data, the Customer is responsible for having a legal basis for processing, fulfilling information obligations (including informing Callers about call recording if enabled) and ensuring that its use of the Service complies with the laws of every country in which it uses the Service.

10.4. In the event of a breach of section 10.2, the Provider may immediately suspend the Assistant or block the Account, informing the Customer of the reason unless this would be contrary to law.

11. AI disclosure and call recording

11.1. In accordance with Article 50 of Regulation (EU) 2024/1689 (the Artificial Intelligence Act), at the start of every conversation the Assistant informs the Caller that they are speaking with an AI assistant. The Customer may change the wording of the greeting but cannot remove this notice. Details are described in the AI disclosure.

11.2. Call recording is optional and is enabled by the Customer. When recording is enabled, the greeting informs the Caller about it. The Customer also decides how long recordings and transcripts are kept (the “Privacy mode” setting in the Account).

11.3. A Caller may ask to speak with a person at any time; depending on the Customer’s configuration, the call is transferred or the Assistant takes a request for contact.

12. Limitations of artificial intelligence

12.1. The Assistant’s responses are generated automatically by artificial intelligence models. Despite the safeguards in place, the Assistant may misunderstand what is said, give an incomplete or incorrect answer or perform an action that does not match the caller’s intention. Transcripts and summaries may contain inaccuracies.

12.2. The Customer should configure the Assistant so that it transfers important, unusual or decision-requiring matters to a human, and should regularly review the results of its work. The Assistant does not make decisions that produce legal effects concerning Callers or similarly significantly affect them.

13. Availability and changes to the Service

13.1. The Provider strives to make the Service available around the clock and monitors its operation; the current status is shown on the system status page. The Provider does not guarantee uninterrupted availability. Technical breaks related to maintenance and updates may occur (the Provider gives advance notice of longer planned breaks where possible), as may interruptions caused by force majeure or failures of telecommunications operators and infrastructure providers.

13.2. The Provider may develop and change the features of the Service, including technology providers, provided this does not materially reduce the scope of the Service paid for by the Customer. A guaranteed service level (SLA) may be agreed in a separate agreement.

13.3. Phone numbers provided as part of the Service come from telecommunications operators working with the Provider and are made available for the term of the agreement or add-on service. After it ends, the number is retained for 7 days and may then be released; porting a number to another operator is only possible by individual arrangement.

14. Personal data and intellectual property

14.1. The processing of personal data of Users and Customers for which the Provider is the controller is described in the privacy policy. The Provider processes Callers’ data and other data entrusted as part of the Service as a processor under the DPA, which the Customer concludes by accepting these Terms.

14.2. The Customer retains all rights to the content provided as part of the Service and grants the Provider a non-exclusive, royalty-free licence to use it to the extent necessary to provide the Service, for the term of the agreement.

14.3. The software, the Website, the Telofia name and the other elements of the Service are protected by law and belong to the Provider or its licensors. The Customer receives a non-exclusive, non-transferable right to use the Service for the term of the agreement in accordance with these Terms.

15. Complaints

15.1. Complaints concerning the Service or the free services can be submitted by e-mail to support@aiagenthub.pl or in writing to the Provider’s registered address.

15.2. A complaint should include at least: the Customer’s name or the User’s full name, the e-mail address associated with the Account, a description of the problem and the date it occurred, and the complainant’s request. If a complaint does not contain the information needed to process it, the Provider will ask for it to be completed.

15.3. The Provider handles complaints promptly and no later than 14 days after receipt, sending its reply to the complainant’s e-mail address. If no reply is given within this period, the complaint is deemed accepted.

15.4. If a complaint is accepted, the Provider, at the Customer’s choice and depending on the type of non-conformity, remedies the problem, grants additional minutes, reduces the fee or refunds the relevant part of it.

16. Entrepreneur with consumer rights

16.1. An Entrepreneur with consumer rights enjoys the protection provided for in Article 385⁵ of the Polish Civil Code and Article 7aa of the Polish Consumer Rights Act of 30 May 2014, including rights in the event of non-conformity of a digital service with the agreement and the right to withdraw from a distance contract within 14 days of its conclusion without giving any reason. Provisions of these Terms limiting the Provider’s liability or the Customer’s rights do not apply to an Entrepreneur with consumer rights to the extent they would be contrary to those provisions.

16.2. To withdraw from the agreement, send the Provider an unequivocal statement, e.g. by e-mail to support@aiagenthub.pl, which may use the model form in section 19. Sending the statement before the deadline is sufficient to meet it.

16.3. The Provider refunds the payments received promptly and no later than 14 days after receiving the withdrawal statement, using the same means of payment as used in the original transaction, unless the parties agree otherwise. If the Entrepreneur with consumer rights requested that the paid Service begin before the end of the withdrawal period, they must pay for the services provided until the withdrawal, in proportion to their scope, within the limits set by law.

17. Term and termination

17.1. The Customer may terminate the agreement at any time by cancelling the subscription and add-on services in the Account or by sending a statement to support@aiagenthub.pl. Termination of the paid part of the agreement takes effect at the end of the current, paid billing period. The Account owner may delete the Account together with its data at any time in the Account (Settings → Danger zone); deletion ends the paid services immediately and no further charges are made. The Account and its data are also deleted on request sent to the same address.

17.2. The Provider may terminate the agreement with 30 days’ notice for important reasons, in particular the discontinuation of the Service or a change in the law that makes it impossible to provide. In that case the Provider refunds the fee for the unused, paid part of the billing period.

17.3. The Provider may terminate the agreement with immediate effect in the event of a gross or persistent breach of these Terms by the Customer (in particular section 10.2), the provision of false data or non-payment for more than 14 days after the due date. In that case, fees for the current period are non-refundable.

17.4. After the agreement ends, the Assistant stops answering calls. The Customer may export its data from the Account beforehand. The Provider deletes or returns the entrusted data within the period set out in the DPA, except data it must keep under the law (e.g. accounting records).

18. Liability

18.1. The Provider is liable for the proper provision of the Service in accordance with these Terms and the law.

18.2. The Provider is not liable for: content and configuration provided by the Customer; the consequences of actions taken on the basis of the Assistant’s responses without verification by the Customer; interruptions and errors caused by telecommunications operators, providers of integrations connected by the Customer or force majeure; or the consequences of the Customer failing to meet the technical requirements or breaching these Terms.

18.3. Towards Customers, other than Entrepreneurs with consumer rights, the Provider’s total liability under the agreement is limited to the fees actually paid by the Customer for the Service in the 12 months preceding the event giving rise to the claim, and the Provider is not liable for lost profits or indirect damage.

18.4. The limitations of liability do not apply to damage caused intentionally or to other cases in which exclusion or limitation of liability is not permitted under mandatory provisions of law.

18.5. The Customer shall indemnify the Provider against liability towards third parties, including Callers and authorities, for claims arising from the Customer’s breach of the law or these Terms, in particular section 10.

19. Model withdrawal form

(Complete and return this form only if you, as an Entrepreneur with consumer rights, wish to withdraw from the agreement.)

To: AI AGENT HUB PROSTA SPÓŁKA AKCYJNA, ul. Jana III Sobieskiego 11/E6, 40-082 Katowice, Poland, e-mail: support@aiagenthub.pl

I/We(*) hereby give notice that I/we(*) withdraw from my/our(*) agreement for the provision of the Telofia service concluded on …………… .

Name and business name of the entrepreneur: …………… · Address: …………… · Account e-mail address: …………… · Date: …………… · Signature (only if this form is submitted on paper): ……………

(*) Delete as appropriate.

20. Changes to the Terms and final provisions

20.1. The Provider may change these Terms for important reasons, in particular changes in the law, changes to the scope or manner of providing the Service, technological changes or the need to ensure security. The Provider informs Customers of a change by e-mail or in the Account at least 14 days before it takes effect. A Customer who does not accept the changes may terminate the agreement with effect on the date the changes take effect. Changes resulting solely from the law or favourable to Customers may apply from the date of publication.

20.2. The following form an integral part of these Terms: the privacy policy, the cookie policy, the DPA together with the list of subprocessors, and the Price List. In the event of a conflict, an individual agreement concluded with the Customer (if any) prevails, followed by these Terms and then the other documents.

20.3. Agreements concluded under these Terms are governed by Polish law. Disputes are resolved by the common court having jurisdiction over the Provider’s registered office, subject to mandatory provisions granting protection to Entrepreneurs with consumer rights. The parties will first seek to resolve any dispute amicably.

20.4. These Terms in their current wording apply from 8 October 2026 and replace earlier versions.