Terms of Service
Last updated: June 28, 2026
These Terms of Service ("Terms") form a binding master agreement between AI Response 365 S.R.L ("Response365", "we", "us", or "our") and the organisation that registers for or uses the Service (the "Tenant", "you", or "your"). They govern your access to and use of the Response365 platform hosted at app.response365.ai (the "Service").
By creating an account, clicking to accept these Terms, signing an Order, or otherwise accessing or using the Service, you agree to these Terms. If you accept on behalf of an organisation, you represent that you are authorised to bind that organisation. If you do not agree, do not use the Service.
1. Definitions
In these Terms, capitalised terms have the meanings below. Other capitalised terms are defined where they first appear.
- "Service" means the Response365 Enterprise Resource Planning & Business Management Platform, including all modules, web applications, APIs, and related features made available at app.response365.ai, together with any associated Documentation.
- "Tenant" means the legal entity that registers for the Service and on whose behalf the Service is used. Each Tenant is a logically isolated workspace and, in respect of personal data it uploads, an independent data controller.
- "Authorized Users" means the individuals the Tenant permits to access the Service under the Tenant's account (such as employees, contractors, and agents), each using individual credentials.
- "Your Data" or "Customer Data" means all data, content, files, and information (including Personal Data) that the Tenant or its Authorized Users submit to, store in, or generate through the Service, excluding the Service itself and any usage or operational data we generate.
- "Personal Data" means information relating to an identified or identifiable natural person, as defined in applicable data protection law.
- "Subscription" means a paid right to access the Service for a defined term, based on the tiers, modules, and quantities you select.
- "Order" means an online checkout, order form, or written agreement that specifies the Subscription, modules, quantities, fees, and term.
- "Documentation" means the user guides, help materials, and technical documentation we make generally available for the Service.
- "Sub-processor" means a third party engaged by us to process Customer Data in connection with providing the Service.
2. Agreement Structure and Incorporated Policies
These Terms incorporate the following policies by reference, each of which forms part of this agreement:
- Privacy Policy — how we handle Personal Data;
- Data Processing Agreement ("DPA") — our processor obligations for Customer Data;
- Acceptable Use Policy ("AUP") — permitted and prohibited uses;
- Service Level Agreement ("SLA") — availability and support commitments for paid Subscriptions;
- AI / Automated Features Addendum ("AI Addendum") — terms specific to AI and automated features.
Order of precedence. If there is a conflict, the following order governs (highest first): (1) a signed Order; (2) the DPA, solely with respect to the processing of Personal Data; (3) these Terms; (4) the AI Addendum, AUP, and SLA; (5) the Privacy Policy and Documentation. The DPA prevails over these Terms only for data protection matters within its scope.
3. Account Registration and Security
To use the Service you must register an account and provide accurate, current, and complete information. You agree to keep it up to date. You are responsible for:
- maintaining the confidentiality and security of all credentials and access tokens;
- all activity that occurs under your account and that of your Authorized Users;
- ensuring each Authorized User keeps their credentials confidential and does not share them;
- configuring roles, permissions, and access controls appropriately within the Service; and
- promptly notifying us at legal@response365.ai of any suspected unauthorised access or security incident affecting your account.
Admin responsibilities. Your designated administrators control user provisioning, permissions, data-sharing settings, third-party integrations, and configuration of communication channels. You are responsible for the actions and configurations made by your administrators and Authorized Users. We are not liable for losses arising from compromised credentials, misconfiguration, or actions taken by your Authorized Users.
4. Free Trial
We may offer a one (1) month free trial of the Service. Trials are provided for evaluation only, "as is", and without the SLA or any availability or support commitments. We may modify or discontinue trials at any time. Unless you cancel before the trial ends, your trial will convert to a paid Subscription and the applicable fees will begin to accrue. Any Customer Data you enter during the trial may be permanently deleted if you do not convert to a paid Subscription, subject to Section 16.
5. Subscriptions, Fees, and Billing
5.1 Subscriptions and pricing
The Service is offered on a subscription basis. Current standard tiers (per month, excluding applicable taxes) are:
| Plan | EUR | USD | AUD | Basis |
|---|---|---|---|---|
| Basic | €8.99 | $8.99 | A$15.99 | per user |
| Additional module | €5.99 | $5.99 | A$11.99 | per module |
| Premium (Call Center; Supply Chain & Operations) | €14.99 | $14.99 | A$34.99 | flat |
| Food Production | €159 | $159 | A$319 | flat |
Your specific plan, modules, quantities, currency, and fees are those selected at checkout or stated in your Order. Multi-currency billing is supported (EUR is the default; USD and AUD are available).
5.2 Auto-renewal
Subscriptions automatically renew for successive terms equal to the prior term until cancelled in accordance with Section 16. By subscribing, you authorise recurring charges until cancellation.
5.3 Billing and payment
Billing is processed by Stripe, our payment processor. Stripe processes all card and payment-method data; we store only Stripe customer and subscription identifiers and limited payment-method metadata (such as card brand and last four digits) — never full card numbers. PCI-DSS compliance for card processing is handled by Stripe. You authorise us and Stripe to charge your designated payment method for all fees when due.
5.4 Taxes and VAT
Fees are exclusive of taxes. You are responsible for all applicable VAT, sales, use, and similar taxes, except taxes on our net income. Where required, VAT will be added at the applicable rate. If you are exempt or self-account for VAT (e.g. EU reverse charge), you must provide a valid VAT identification number.
5.5 Late payment and suspension
If a charge fails or fees are overdue, we may retry the charge and, after notice, suspend or restrict access to the Service until amounts are paid. Suspension for non-payment does not relieve you of the obligation to pay accrued fees.
5.6 Price changes
We may change fees and introduce new charges. For changes affecting your current Subscription, we will give you at least thirty (30) days' notice before the change takes effect at your next renewal. If you do not accept a price change, you may cancel before it takes effect; continued use after the effective date constitutes acceptance.
5.7 Refunds
Except where required by mandatory law (including mandatory EU consumer or client-protection rights) or expressly stated in an applicable cancellation or refund policy, fees are non-refundable and there are no credits for partial periods. Mandatory statutory rights are unaffected by this Section.
6. Customer Data and Licence
Ownership. As between the parties, you own and retain all rights to Customer Data. We claim no ownership of it.
Licence to us. You grant us a worldwide, non-exclusive, royalty-free licence to host, copy, transmit, process, display, and otherwise use Customer Data solely as necessary to provide, maintain, secure, and support the Service, to comply with law, and as otherwise permitted by the DPA and Privacy Policy.
Your responsibilities. You are solely responsible for Customer Data, including its accuracy, quality, legality, and your right to submit it. You represent and warrant that you have all necessary rights, consents, and a valid lawful basis to provide Customer Data to the Service and to have it processed as contemplated. This is especially important for:
- employee and HR/payroll data (including national identifiers such as the Finnish HETU, tax and social-security data, and bank details); and
- special-category data (including health and clinical data processed via the healthcare and HR modules under GDPR Article 9), for which you must ensure a valid Article 9 condition and any required explicit consent.
Processing terms. Where we process Personal Data on your behalf, we act as a processor and you as controller, subject to the DPA, which governs those activities. We act as controller only for the limited account, billing, and usage data we collect about your Authorized Users, as described in the Privacy Policy.
7. Acceptable Use
Your use of the Service must comply with the Acceptable Use Policy, which is incorporated into these Terms. Without limiting the AUP, you must not use the Service unlawfully, infringe third-party rights, send unlawful or non-consented communications, or compromise the security or integrity of the Service. We may suspend access in accordance with Section 17 for AUP violations.
8. AI and Automated Features
The Service includes optional artificial-intelligence and automated features, which are governed by the AI Addendum. AI features are provided "as is"; outputs are generated probabilistically, may be inaccurate or incomplete, and must not be relied upon as professional, legal, medical, financial, or other advice. You are responsible for human review of AI outputs before relying on or acting on them. When you enable AI features, relevant Customer Data may be sent to AI Sub-processors that do not train their models on your data, as described in the AI Addendum and Sub-processor List.
9. Third-Party Services and Integrations
The Service lets you connect third-party services and channels (such as email/SMTP-IMAP providers, voice and call-center providers, OAuth sign-in, and public business registries). These connectors are configured and enabled by you, using your own credentials and accounts, and are used at your risk. Your use of any third-party service is governed by that third party's terms, and we are not responsible for third-party services, their availability, or their handling of data once it leaves the Service at your direction.
10. Service Availability, Maintenance, and Changes
We will use commercially reasonable efforts to make the Service available in accordance with the SLA, which applies to paid Subscriptions only. We may perform scheduled and emergency maintenance and may modify, enhance, or discontinue features of the Service over time. We will not materially reduce the core functionality of a paid Subscription during its then-current term without notice. The Service is hosted on Microsoft Azure.
11. Intellectual Property; Feedback
The Service, including all software, interfaces, Documentation, and underlying technology, and all related intellectual property rights, are and remain owned by us and our licensors. We grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Service during your Subscription for your internal business purposes, subject to these Terms. No rights are granted except as expressly stated.
If you provide suggestions or feedback about the Service, you grant us a perpetual, irrevocable, worldwide, royalty-free licence to use and incorporate it into the Service without obligation or attribution to you.
12. Confidentiality
Each party (the "Receiving Party") may access non-public information of the other (the "Disclosing Party") that is marked or reasonably understood to be confidential ("Confidential Information"). The Receiving Party will use Confidential Information only to perform under these Terms, protect it with at least reasonable care, and not disclose it except to personnel and advisers who need to know and are bound by confidentiality obligations. Confidential Information excludes information that is or becomes public without breach, was lawfully known before disclosure, is independently developed, or is rightfully obtained from a third party. The Receiving Party may disclose Confidential Information if required by law, giving reasonable prior notice where lawful. Customer Data is your Confidential Information and is additionally governed by the DPA.
13. Warranties and Disclaimers
We warrant that we will provide the Service with reasonable skill and care and in material conformity with the Documentation.
Except for the express warranty above, the Service is provided "AS IS" and "AS AVAILABLE". To the maximum extent permitted by law, we disclaim all other warranties, whether express, implied, or statutory, including implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or secure, or that any output, recommendation, or AI-generated result will be accurate, complete, or fit for any particular purpose. Nothing in this Section limits warranties or rights that cannot be excluded under mandatory applicable law.
14. Indemnification
By us. We will defend you against third-party claims alleging that the Service, as provided by us and used in accordance with these Terms, infringes that third party's intellectual property rights, and we will indemnify you for amounts finally awarded or settled. This obligation does not apply to claims arising from Customer Data, your configurations, combinations with non-Response365 products, or use in breach of these Terms. If the Service is or may become subject to an infringement claim, we may procure the right to continue use, modify or replace the affected part, or terminate the affected Subscription and refund prepaid, unused fees.
By you. You will defend and indemnify us against third-party claims arising from Customer Data, your or your Authorized Users' use of the Service in breach of these Terms or the AUP, your communications sent through the Service, or your violation of law or third-party rights (including data-protection and privacy rights).
15. Limitation of Liability
Exclusion of indirect damages. To the maximum extent permitted by law, neither party will be liable for any indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, goodwill, or anticipated savings, or for loss or corruption of data (beyond our obligations under the DPA), even if advised of the possibility.
Cap. Each party's total aggregate liability arising out of or related to these Terms will not exceed the total fees paid or payable by you for the Service in the twelve (12) months preceding the event giving rise to the liability.
Carve-outs. The exclusions and cap above do not apply to: (a) your obligation to pay fees; (b) either party's liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or wilful misconduct; (c) a party's indemnification obligations; (d) statutory liability under applicable data-protection law that cannot be limited; or (e) any other liability that cannot be excluded or limited under mandatory applicable law.
16. Term, Termination, and Effect
Term. These Terms apply from your first use of the Service and continue while you have an active account or Subscription.
Termination for convenience. You may cancel your Subscription at any time through the Service or by contacting us; cancellation takes effect at the end of the then-current billing period, and you remain responsible for fees through that period. We may terminate a free trial or a Subscription for convenience on reasonable prior notice.
Termination for cause. Either party may terminate for material breach not cured within thirty (30) days of written notice, or immediately if the other party becomes insolvent or ceases business. We may terminate immediately for serious AUP violations or where required by law.
Effect of termination. On termination, your right to access the Service ends. For a period of thirty (30) days after termination, you may export Customer Data using the export tools available in the Service. After that 30-day window, we will delete or de-identify Customer Data in the ordinary course, except where retention is required by law, as further described in the DPA. Sections that by their nature should survive (including 6 ownership, 11, 12, 13, 14, 15, 18, and 19) survive termination.
17. Suspension
We may suspend or restrict your or any Authorized User's access to the Service, in whole or part, where: (a) fees are overdue after notice; (b) we reasonably believe the Service is being used in violation of the AUP, law, or in a way that threatens the security, integrity, or availability of the Service or others' data; or (c) required by law or to respond to a security incident. Where practicable we will give advance notice and limit the scope and duration of suspension. We will restore access promptly once the cause is resolved.
18. Governing Law and Jurisdiction
These Terms, and any dispute arising out of or in connection with them or the Service, are governed by the laws of [PLACEHOLDER: home jurisdiction — Romania or Italy], without regard to conflict-of-laws rules. The courts of [PLACEHOLDER: competent courts city/country] have exclusive jurisdiction, subject to the following paragraph.
Mandatory protections. If you contract as a consumer or are otherwise entitled to mandatory protections under the law of your own country of residence or establishment within the EU/EEA, those mandatory protections and the competent courts available to you under that law are not affected by this Section. The United Nations Convention on Contracts for the International Sale of Goods does not apply.
19. General
- Changes to these Terms. We may update these Terms from time to time. For material changes we will give reasonable advance notice (for example, by email or in-app notice). Changes take effect on the stated effective date, and your continued use of the Service after that date constitutes acceptance. If you do not agree, you must stop using the Service before the changes take effect.
- Notices. Legal notices to us must be sent to legal@response365.ai. We may give notices to you by email to your account contact or by posting within the Service.
- Assignment. You may not assign these Terms without our prior written consent, except to a successor in a merger or sale of substantially all assets that is not a competitor. We may assign these Terms to an affiliate or in connection with a corporate reorganisation, merger, or sale.
- Subcontracting / Sub-processors. We may use subcontractors and Sub-processors to provide the Service. Our use of Sub-processors for Personal Data is governed by the DPA and the Sub-processor List. We remain responsible for their performance.
- Force majeure. Neither party is liable for delay or failure to perform (other than payment obligations) due to events beyond its reasonable control, including natural disasters, war, terrorism, civil unrest, labour disputes, internet or utility failures, third-party provider outages, and governmental action.
- Severability. If any provision is held unenforceable, it will be modified to the minimum extent necessary, and the remaining provisions remain in effect.
- Waiver. Failure to enforce a provision is not a waiver of the right to do so later.
- Entire agreement. These Terms, together with the incorporated policies and any Order, constitute the entire agreement between the parties regarding the Service and supersede all prior agreements on the subject.
20. Contact
Questions about these Terms may be sent to:
AI Response 365 S.R.L
Email: legal@response365.ai
- Registered company number: [PLACEHOLDER: company / registration number]
- VAT number: [PLACEHOLDER: VAT number]
- Registered address: [PLACEHOLDER: registered address]