Terms of Service

1 Acceptance of terms

The use of any service offered by Issyx Labs implies full and unreserved acceptance of these Terms of Service, as well as the Privacy Policy. These terms constitute a legally binding contract between the user or client company and Issyx Labs.

These terms apply to: individuals over 18 years of age, companies and organizations that contract or use any Issyx Labs service.

2 Description of services

Issyx Labs offers the following services, subject to these terms:

Current services

• Sofia — AI-powered WhatsApp virtual receptionist: conversation management, appointments, leads and incidents
• Process automation — Design and implementation of automated flows with Make.com and integration tools
• Business intelligence dashboards — Creation and maintenance of KPI dashboards
• Operational consulting — Consulting in supply chain, operations, ERP, Lean and Six Sigma
• Custom solution development — Development of custom automations, integrations and AI agents

Future services

Issyx Labs may add new services in the future, including:

• AI agents specialized by sector and channel
• AI and automation training platforms
• Mobile apps and SaaS tools
• Advanced predictive analytics and forecasting services
• Integrations with CRM, ERP and e-commerce platforms

New services may have specific additional terms that complement these.

3 Sofia — Specific conditions

Nature of the service

Sofia is a conversational artificial intelligence service that operates through WhatsApp Business API. Sofia’s responses are generated by AI models and, although are designed to be accurate and helpful, do not replace professional human judgment in medical, legal, financial or other matters requiring specialized qualifications.

Client company obligations

• Have a valid and active WhatsApp Business API account on Meta
• Comply with the WhatsApp Business Policies and the Meta Platform Policies
• Inform their end users that they are interacting with an AI assistant
• Not use Sofia to send spam, unsolicited messages or content that violates the law
• Keep configuration data up to date (FAQ, schedules, business information)
• Designate a responsible contact for incident escalation

Service availability

Issyx Labs is committed to keeping Sofia available 24/7 with a 99% availability target. Planned interruptions will be communicated at least 24 hours in advance. Issyx Labs is not responsible for interruptions caused by Meta/WhatsApp, AI providers, or other third parties beyond its control..

Service limits

• Sofia cannot guarantee 100% accuracy of its responses
• The client is responsible for reviewing and approving the FAQ and flow configuration
• Issyx Labs is not responsible for decisions made by users based on Sofia's answers.

4 Consulting services

Modalities

• Initial free consultation — 30-minute diagnostic session at no cost and no commitment
• Project consulting — Fees agreed by contract prior to commencement of work
• Recurring consulting — Monthly services with a defined service level agreement (SLA)

Confidentiality

All information shared during consulting sessions is treated with strict confidentiality. Issyx Labs signs non-disclosure agreements (NDA) at client request.

Deliverables

Deliverables for each project are defined in the specific contract or proposal. Unless otherwise agreed, Issyx Labs retains the rights to the methodologies, frameworks, and generic tools developed, while granting the client the rights to use the project-specific deliverables..

5 Automation and development

• Automation projects start after signing a proposal or contract and payment of the agreed advance
• The client is responsible for providing necessary access, credentials and documentation within agreed timelines
• Delays caused by the client are not attributable to Issyx Labs
• Issyx Labs will deliver basic documentation of implemented flows
• Post-delivery maintenance is contracted separately unless otherwise indicated
• Issyx Labs is not responsible for changes in third-party APIs (Meta, Google, Make.com, OpenAI) that affect automations.

6 Accounts and access

• The client is responsible for maintaining the security of their access credentials
• Any activity carried out with the client's credentials is the client's responsibility
• The client must notify Issyx Labs immediately of any unauthorized use
• Issyx Labs may suspend access if it detects fraudulent use or use contrary to these terms

7 Payments and billing

Pricing

Service prices are detailed in the specific proposal or contract. Prices are expressed in euros (€) unless otherwise indicated and include applicable VAT according to current legislation.

Payment conditions

• Invoices are payable within the terms indicated in each contract
• Payment delays may result in service suspension
• Monthly subscription services renew automatically unless cancelled with 15 days notice
• No refunds are made for services already rendered

Price changes

Issyx Labs reserves the right to modify prices with a minimum 30-day notice for clients with active contracts.

8 Intellectual property

• Issyx Labs retains all rights over its software, methodologies, brand, logo and own content
• The client retains all rights over their data, content and brand
• The project-specific deliverables (flows, documentation, configurations) become the property of the client once full payment has been received.
• The customer may not resell or sublicense Issyx Labs services without express written authorization
• "Sofia", "Issyx Labs" and "IssyxLabs" are trademarks of Issyx Labs

9 Acceptable use

It is expressly prohibited to use Issyx Labs services for:

• Sending spam, unsolicited bulk messages or fraudulent communications
• Illegal, fraudulent activities or those that infringe third-party rights
• Distribute offensive, discriminatory, violent, or illegal content
• Collect user data without their consent
• Attempt to access or compromise Issyx Labs’ systems or third-party systems
• Impersonate individuals, companies, or institutions
• Any use that violates Meta/WhatsApp Business policies

Failure to comply with these rules may result in immediate termination of service without refund.

10 Limitation of liability

• Issyx Labs is not responsible for business losses, lost profits, or indirect damages arising from the use of its services
• Issyx Labs' maximum liability in any claim is limited to the amount paid by the customer in the 3 months prior to the event that originated the claim
• Issyx Labs is not responsible for changes to the APIs of Meta, Google, OpenAI, or other providers that affect the operation of the services.
• The client is responsible for backing up their own data

11 Data and privacy

The processing of personal data is governed by the Privacy Policy of Issyx Labs, which forms an integral part of these Terms of Service. For Sofia's services, Issyx Labs acts as the data processor and the client company as the data controller with respect to its end users.

12 Meta / WhatsApp Business compliance

Sofia services using WhatsApp Business API are subject to Meta Platforms, Inc. policies. The client agrees to comply with:

• WhatsApp Business Policy
• Meta Platform Terms
• Meta's commercial policies

Meta may modify its policies at any time. Issyx Labs will notify the client of relevant changes, but is not responsible for the consequences of changes to Meta's policies.

13 Service termination

By the client

• The client can cancel services with 15 days written notice
• Services rendered up to the cancellation date will be fully invoiced

By Issyx Labs

• Issyx Labs may terminate the service with 30 days notice without cause
• Issyx Labs may terminate the service immediately in the event of a serious breach of these terms, repeated non-payment, or fraudulent use.

After termination

• The client will receive their data in exportable format within 30 days of termination
• Issyx Labs will delete customer data according to the retention periods of the Privacy Policy

14 Modifications

Issyx Labs reserves the right to modify these Terms of Service. Material changes will be communicated to active customers at least 30 days in advance. Continued use of the service after notification constitutes acceptance of the new terms. The current version will always be available at issyxlabs.com/en/terms-of-service.html.

15 Applicable law and jurisdiction

These Terms of Service are governed by Spanish law. For the resolution of any dispute, the parties submit to the courts of Madrid, Spain, expressly waiving any other jurisdiction that may apply. For customers in Mexico or the United States, the corresponding local regulations will apply insofar as they do not conflict with Spanish law.

16 Contact