Terms and Conditions of Use

1. General Information

These Terms and Conditions of Use (hereinafter, the "Terms") govern access to and use of the conversational artificial intelligence agent services offered by Universal Telecom Experts S.L. (hereinafter, "UTIO", "we" or "the Company") through the website utio.io and its associated applications.

2. Purpose and Scope

UTIO offers conversational artificial intelligence services in three forms:

Using any of these services implies full and unreserved acceptance of all terms included in this document.

3. Registration and User Account

3.1. Registration Requirements

To use UTIO's services, the User must:

• Be over 18 years of age
• Act on behalf of a company or as a self-employed professional
• Provide truthful, complete and up-to-date information
• Hold a valid CIF/NIF in Spain or an equivalent tax number in the EU
• Accept these Terms and the Privacy Policy

3.2. Account Security

The User is responsible for:

• Keeping their access credentials confidential
• Immediately reporting any unauthorised use of their account
• Implementing appropriate security measures (enabling 2FA is recommended)
• All activities carried out under their account

4. Plans, Pricing and Billing

4.1. Subscription Options

UTIO offers different monthly subscription plans for each product. Current prices are available at utio.io.

4.2. Trial Period

• Duration: 14 calendar days from activation
• Functionality: Full access to the contracted plan
• Billing: No charge will be made during the trial period
• Cancellation: You may cancel before the trial ends at no cost
• Conversion: After the trial period, monthly billing is activated automatically

4.3. Billing and Payments

• Payments are processed via Stripe
• Billing is monthly in advance
• Prices include VAT (21% in Spain)
• An electronic invoice will be issued within 5 business days following payment
• The charge is made automatically on the same day each month

4.4. Usage Limits and Additional Charges

4.5. Price Changes

UTIO reserves the right to change prices with a minimum notice of 30 days. Changes will not affect periods already billed.

5. Acceptable Use of the Service

5.1. Permitted Uses

The User may use UTIO to:

• Automate their company's customer service
• Manage legitimate business communications
• Improve the operational efficiency of their business
• Analyse and optimise communication processes

5.2. Prohibited Uses

It is strictly prohibited to use UTIO for:

5.3. Consequences of Non-Compliance

Failure to comply with these rules may result in:

• Immediate suspension of the account without prior notice
• Permanent cancellation of the service with no right to a refund
• Legal action where applicable
• Cooperation with authorities in the event of illegal activities

6. Intellectual Property

6.1. UTIO's Rights

All intellectual property rights over the UTIO platform, including but not limited to:

• Source code and software
• Graphic design and interfaces
• Logos, trademarks and trade names
• Content and documentation
• AI models and algorithms

are the exclusive property of Universal Telecom Experts S.L. or its licensors.

6.2. Licence of Use

UTIO grants the User a limited, non-exclusive, non-transferable and revocable licence to use the service in accordance with these Terms.

6.3. User Content

The User retains all rights over the content they process through UTIO. By using the service, the User grants UTIO a licence to process such content solely for the purpose of providing the contracted service.

7. Service Availability and Warranties

7.1. Service Level (SLA)

• Target availability: 99.5% monthly (Pro plans and above)
• Scheduled maintenance: Notified 48h in advance
• Maintenance window: Sundays from 02:00 to 06:00 CET

7.2. Warranty Limitations

The service is provided "as is" and "as available". UTIO does not guarantee:

• Uninterrupted or error-free operation
• Immediate correction of all errors
• Compatibility with all systems or browsers
• Specific results derived from the use of the AI

7.3. Limitation of Liability

UTIO will not be liable for:

• Loss of data or profits arising from use of the service
• Indirect, incidental or consequential damages
• Interruptions caused by third parties or force majeure
• Decisions made based on the AI's responses

Liability cap: In no event will UTIO's total liability exceed the amount paid by the User in the 12 months prior to the event giving rise to the claim.

8. Cancellation and Refunds

8.1. Cancellation by the User

• The User may cancel their subscription at any time from their control panel
• Cancellation will take effect at the end of the current billing period
• No further charges will be made after cancellation
• No refunds will be issued for payments already made for unused periods

8.2. Cancellation by UTIO

UTIO may cancel or suspend an account if:

• These Terms are breached
• Payment is not made on time
• Fraudulent or illegal activity is detected
• It is required by law or a competent authority

8.3. Right of Withdrawal (Consumers)

In accordance with the Spanish General Law for the Defence of Consumers and Users, consumers (not businesses) have the right to withdraw from the contract within 14 calendar days of contracting, provided they have not started using the service.

If the consumer expressly requests the service to begin before the withdrawal period expires, they waive this right.

9. Data Protection

The processing of personal data is governed by our Privacy Policy, which forms an integral part of these Terms.

10. Changes to the Terms

UTIO reserves the right to amend these Terms at any time. Changes will be notified 30 days in advance through:

• Email to the registered address
• Notice in the user's control panel
• Notification on the website

Continued use of the service after the changes take effect constitutes acceptance of the new Terms.

11. Applicable Law and Jurisdiction

These Terms are governed by Spanish law.

For the resolution of any dispute, the parties expressly submit to the Courts and Tribunals of Málaga, waiving any other jurisdiction that may apply to them.

If the User is a consumer (an individual not acting professionally), they may submit to the jurisdiction of their place of residence or that of Málaga, at their choice.

12. Dispute Resolution

12.1. Support and Customer Service

For any issue, the User must first contact our support service:

• Email: soporte@utio.io
• Phone: +34 951 047 200 (Mon-Thu 9:00-18:00, Fri 9:00-16:00)
• Live chat: Available in the control panel

12.2. Mediation and Arbitration

Before going to court, the parties agree to attempt to resolve disputes through:

• Mediation through an accredited mediation body
• ODR Platform of the European Commission (for consumers): ec.europa.eu/consumers/odr

13. General Provisions

13.1. Entire Agreement

These Terms, together with the Privacy Policy and Cookie Policy, constitute the entire agreement between the User and UTIO.

13.2. Assignment

The User may not assign their rights or obligations under these Terms without UTIO's prior written consent.

13.3. Partial Invalidity

If any provision of these Terms is declared null or unenforceable, the remaining provisions will continue in full force and effect.

13.4. Waiver

UTIO's failure to require compliance with any provision will not constitute a waiver of its right to require such compliance in the future.

14. Contact

For any query about these Terms, you can contact us at: