Terms of Service

These Terms of Service (below, the "Terms") govern your access to and use of the Avenos service (below, the "Service"), provided by PROZONE AI DOO (below, the "Provider", "we", "us"). By registering for or using the Service you confirm that you have read, understood and accepted these Terms.

1. What the Service is

Avenos is a SaaS platform that lets service businesses (salons, clinics, fitness studios, consultancies, car services and others - below, the "Customer", "you"):

• communicate with end clients over Instagram DM and WhatsApp with AI assistance
• book appointments automatically and sync them with Google Calendar
• send automated reminders, follow-ups and no-show recovery sequences
• review conversations, appointments and analytics in a dashboard

The Service uses artificial intelligence (OpenAI) to generate replies. The AI can get things wrong and the replies are your responsibility - we recommend reviewing draft messages before they go to clients in sensitive situations.

2. Registration and your account

1. To use the Service you must be of age (18+) and authorised to represent the legal entity whose details you enter.
2. You are responsible for the accuracy of the details you register with and for all activity on your account.
3. You must keep passwords and access tokens confidential. Tell us immediately at support@avenos.ai if you suspect unauthorised access.
4. One Customer may have several salons (locations or businesses) under one account.

3. Subscription and payment

1. The Service is used on a subscription basis (monthly or annual), on the terms set out on the pricing page; the same applies to add-on modules (the WhatsApp module, for example) that can be added to a subscription. Prices are stated and charged in euros (EUR), in advance for the current period. If you pay with a card in another currency, your bank converts at its own rate and may charge a foreign-currency fee. The service is delivered electronically - access is activated immediately, with no physical shipment and no delivery cost; details are on the Delivery page.
2. Seller and billing. Subscriptions are charged by Paddle.com Market Ltd as our authorized reseller (merchant of record). This means Paddle is the contracting party for the purchase and the charge itself: Paddle processes the payment, calculates and remits any tax that applies in your country, and issues your invoice. Card details are entered only on Paddle's secure payment page and do not reach our servers. On your card statement the charge appears as PADDLE.NET. The purchase is also subject to the Paddle checkout buyer terms. The Provider (PROZONE AI DOO) still provides the service itself and is responsible for how it works, for support and for data protection.
3. The trial period runs for 7 days and starts when you register your account, with no payment card; nothing is charged during it. During the trial a trial allowance applies: up to 20 AI conversations and 50 WhatsApp messages. A subscription only comes into being when you pick a plan and enter a payment card, and the plan you chose is charged right away; the trial ends at that point and the full limits of the plan apply from that day. If you never pick a plan, the AI assistant stops answering your clients when the trial ends, with no charge at all; the data you entered stays saved.
4. The subscription renews automatically (monthly or annually, depending on the plan) until you cancel it. You can cancel at any time from the app (Settings, then Subscription), which opens Paddle's customer portal for managing your subscription, card and invoices; access to the Service stays active to the end of the period already paid for.
5. Refunds: within 14 days of a charge you can request that amount back without giving a reason - this applies to every customer and every charge. Regardless of that window, we also refund a duplicate or incorrect charge, a material breach of these Terms by the Provider, or where a refund is required by applicable law (including consumer rights). Send the request to support@avenos.ai or go directly to Paddle at paddle.net; the refund is carried out by Paddle as the seller, to the same payment method used for the payment, as a rule within 14 days of the request being accepted. The full procedure, the deadlines and the right to cancel: Refunds.
6. Prices may change with at least 30 days' notice. If you do not agree to a new price, you have the right to end the subscription before it takes effect.
7. Complaints: you can send complaints about billing or about how the Service works to support@avenos.ai. We answer a complaint within 8 days of receiving it at the latest and tell you the outcome in writing (by email). The procedure is described on the Refunds page.

4. Third-party integrations

The Service relies on third-party integrations that are a precondition for its core functionality:

• Instagram Graph API / WhatsApp Business Platform API (Meta Platforms) - receiving and sending messages
• Google Calendar API - syncing appointments
• OpenAI API - generating AI replies

You are responsible for: (a) complying with those services' terms (Meta Terms, Google Terms, OpenAI Terms), (b) keeping access tokens valid, (c) informing your clients that an AI assistant is used in the conversation. The Provider is not responsible for interruptions or changes in those services that are outside our control.

5. Acceptable use

You undertake not to:

• send spam, harassing or fraudulent messages through the Service
• use the Service for any unlawful purpose, or for messages that breach the Meta Community Standards, the WhatsApp Business Policy or applicable local law
• attempt to reverse engineer, copy or redistribute the Service
• compromise the security of the Service - introducing malicious code, scanning or testing for vulnerabilities without permission, circumventing protections, or interfering with the infrastructure
• access the Service by automated means outside the officially documented API
• misuse the AI features to generate disinformation, false claims about diagnoses or treatments, or unethical communication
• give the AI prompts that involve deceiving clients (posing as a human worker when a client asks directly, for example)

6. Customer content

1. All content you enter into the Service (prompts, staff photographs, price lists, FAQs) remains yours. You grant the Provider a non-exclusive, royalty-free licence to process and display that content solely in order to provide the Service.
2. You are responsible for holding all the rights and consents needed for the content you enter (your staff's consent to their photographs and names being used in AI replies, for example).
3. Communication with end clients (messages, phone numbers) is processed under the Privacy Policy.

7. Intellectual property

The Service, including its source code, design, the "Avenos" logo, the AI prompts, the documentation and all related materials, is and remains the property of the Provider (PROZONE AI DOO). A subscription gives you a limited, non-exclusive, non-transferable right of use - it does not transfer ownership.

8. AI accuracy and human oversight

AI-generated replies can be inaccurate, out of date or inappropriate in sensitive situations (medical advice, pricing exceptions, complex complaints). The Provider makes available:

• manual confirmation of drafts before they are sent ("Manual mode")
• escalation to a human agent through the "take over / hand back" function
• an AI transparency toggle (the bot identifies itself as AI in its first message)

You are responsible for supervising the AI communication and for the final content of the messages sent from your account. The Provider does not warrant the accuracy of AI output and is not liable for the consequences of decisions taken solely on the basis of an AI reply.

9. Disclaimer of warranties

The Service is provided "AS IS" and "AS AVAILABLE". To the fullest extent permitted by law, the Provider disclaims all express and implied warranties, including warranties of fitness for a particular purpose, satisfactory quality, non-infringement of third-party rights, or uninterrupted error-free operation.

10. Limitation of liability

To the fullest extent permitted by applicable law:

• The Provider's total liability to you is limited to the amount you paid for the Service in the 12 months before the event giving rise to the claim.
• The Provider is not liable for consequential, incidental, special or punitive damages (lost profit, lost clients, data loss caused by the Customer's failure to meet its obligations).
• The Provider is not liable for damage caused by third-party services (Meta, Google, OpenAI) that are outside our control.

11. Termination

1. The Customer may terminate at any time from the dashboard or by contacting support@avenos.ai. The subscription stays active to the end of the paid period.
2. The Provider may suspend or terminate an account with notice if the Customer materially breaches these Terms, or uses the Service in a way that harms other customers or third-party services. In serious cases (spam, fraud) suspension may be immediate and without prior notice.
3. After termination the service runs to the end of the paid period, and the account then stays read-only for another 90 days - you can view and download your data, but the AI does not reply and automated messages are not sent. Once those 90 days pass the account is no longer accessible; request deletion by email, in line with the Privacy Policy.

12. Indemnity

You agree to indemnify the Provider against any damages, claims or costs (including reasonable legal fees) arising from your breach of these Terms, from your content, or from your misuse of the Service.

13. Governing law and jurisdiction

These Terms are construed in accordance with the laws of the Republic of Serbia. Disputes fall under the jurisdiction of the competent court at the Provider's registered seat, unless consumer law protects you in another jurisdiction - in which case the consumer law of your place of residence applies.

14. Changes to these Terms

The Provider may change these Terms with at least 30 days' notice before they take effect. Notice is sent by email or as a banner notification in the app. Continuing to use the Service after they take effect is treated as acceptance of the changed Terms. If you do not agree to the changes, you may terminate your account before they take effect.

15. Force majeure

The Provider is not liable for delays or failure to perform caused by events outside its reasonable control (internet outages, blocks at third-party providers, natural disasters, third-party cyber attacks, regulatory change).

16. Contact

Provider: PROZONE AI DOO
Registered address: Novo Selo 3, 75, 21208 Sremska Kamenica, Srbija
Tax number (PIB): 115321246  ·  Company number: 22141694
Website: www.prozoneai.com
Email / Support: support@avenos.ai
Full company details: Contact.