Terms of service

1. Who we are and who the service is for

The service is provided by Vittorio Halfon, owner of the sole proprietorship trading under the name Vilmor, with registered office at Via Bartolomeo D'Alviano 24, 20146 Milan (MI), Italy, VAT no. 14871950961. To write to us: ciao@vilmor.it.

The service is meant for businesses and professionals who use it for their own business, not for consumers.

2. How the agreement is formed

After the call we send you a written offer with the AI employee's tasks, the channels to connect, the price and the renewal period. The agreement is formed when you accept it in writing. If the offer and these terms say different things, the offer prevails.

3. What the service includes

• Setup: we prepare the AI employee around your rules, connect it to the channels listed in the offer and configure the Vilmor CRM.
• Training: we show you and the people who work with you how to follow conversations and step in.
• The AI employee and the Vilmor CRM for the duration of the agreement, with the users listed in the offer.
• Support: included in the first period, optional afterwards (section 6).

The AI employee carries out the tasks written in the offer, and only those. It doesn't answer phone calls by voice. New tasks are added with a new offer.

4. The AI employee

The AI employee replies to your customers following the rules you decide. In its first reply it says it is an artificial intelligence, as required by the European Artificial Intelligence Act (Article 50): this statement can't be removed.

You see every conversation in the Vilmor CRM and can step in whenever you want. When a customer asks for a person, or the conversation goes beyond the rules, the AI employee hands it over to you.

Like a person, it can make mistakes: an inaccurate reply is still possible. That's why the rules are written together at setup and corrected when needed. We don't promise a number of customers, appointments or payments: they depend on your business and your market.

5. Price and payment

The price has four parts, all set out in the offer:

• Setup: once, at the start.
• Subscription: the AI employee and the Vilmor CRM, for each renewal period, paid in advance.
• Support: included in the first period; afterwards, if you keep it, as part of the subscription.
• WhatsApp messages: pay as you go, at the cost charged by Meta. We estimate it on your volumes; if Meta changes its rates, this part changes too.

Prices exclude VAT. If a payment doesn't arrive within 15 days of a written reminder from us, we may suspend the service until payment; your data stays where it is.

6. Term, renewal and cancellation

There is no minimum term. The agreement renews automatically at the end of each period, for an equal period. You can cancel it whenever you want by writing to ciao@vilmor.it: the service stays active until the end of the period already paid for and doesn't renew. The period already paid for and the setup are not refunded.

Support is canceled separately, under the same rules. Without support the AI employee and the Vilmor CRM stay active; changes to the rules and new tasks are requested through an offer.

7. Support and fixes

With support active, you ask us for changes to the rules and messages in plain words and we make them, within the limits written in the offer.

We always fix faults, even without support: if the AI employee or the Vilmor CRM don't do what was set up, it's our problem. A change that depends on you or on providers we don't control is not a fault, such as a channel disconnected from your account or a new Meta rule.

8. What we ask of you

• Give us access to the channels and information needed to set up the service, and keep your users' credentials safe.
• Contact your customers within the rules: in particular, on WhatsApp, promotional messages and messages sent more than 24 hours after the customer's last message require their consent and a template approved by Meta.
• Inform your customers about the processing of their data, also with the help of the text we suggest.
• Don't use the service for unlawful or misleading content or for unwanted messages.
• Don't have the AI employee collect health data or other special categories of data: the rules of the platform it runs on don't allow it. If your business involves health (for example a dental practice), we agree in writing on questions that don't ask for it.

9. Providers and availability

The service runs on third-party platforms, listed in the Data processing agreement, and on the channels you connect, such as Meta's WhatsApp. We do our best to keep it always working, but we can't guarantee there will be no interruptions caused by those providers or by changes to their rules. If a provider's change significantly alters the service, we tell you in writing and look for an alternative together.

10. Your data

Your customers' data stays yours: you are the data controller, we process it on your behalf and only to provide the service. Where it is stored, who sees it, which providers process it and how we protect it is written in the Data processing agreement, which is part of this agreement.

11. If you stop

At the end of the agreement, if you ask us within 30 days, we hand over your contacts in a CSV file and the conversations in a file you can reuse. After those 30 days we delete your space in the Vilmor CRM and the data it contains, except what the law requires us to keep, such as invoices. How deletion happens at the providers is written in the Data processing agreement.

12. Brand, content and configuration

The text, rules and information about your business that you give us stay yours. The Vilmor brand and the way we set up and configure the AI employee and the Vilmor CRM stay ours: you use them for the duration of the agreement.

13. Liability

We are liable for damage caused by a breach on our part up to the amount you paid us in the previous 12 months. The limit doesn't apply to willful misconduct or gross negligence. We are not liable for lost profits, nor for damage caused by third-party providers, by rules or information you gave us, or by a use of the service different from the one agreed.

14. Changes to these terms

If we change these terms we tell you in writing at least 30 days in advance. If you don't agree, you can cancel at no cost before the change applies to you; until the end of the period already paid for, the previous terms remain.

15. Governing law and jurisdiction

The agreement is governed by Italian law. The courts of Milan have exclusive jurisdiction over any dispute.