Terms of Service

The Service is provided by Sen Balance Limited, a private company limited by shares registered in Ireland under company number 792973, with its registered office at 77 Camden Street Lower, Dublin, Dublin, D02 XE80, Ireland (“AOVA”, “we”, “us”). You can contact us at senlimitedie@gmail.com.

You are a “consumer” if you use the Service wholly or mainly for purposes outside your trade, business, craft or profession. Otherwise you are a “business customer”. Some sections apply differently to each, and we say so where that is the case. If you accept these Terms on behalf of a company or other organisation, you confirm that you are authorised to bind it, and “you” means that organisation.

These Terms are available in English only, and the contract is concluded in English. We keep a copy of the version you accepted. You can always read and save the current version at aova.app/terms.

Our Privacy Policy explains how we handle your personal data. Our Data Processing Addendum (the “DPA”) forms part of these Terms and applies when we process personal data on your behalf, for example your end users' chat messages.

AOVA lets you build AI assistants that answer questions from the content you provide (“Knowledge Bases”). You can connect those assistants to channels such as Telegram, WhatsApp, a chat widget on your website, or our API. The Service uses third-party large language models, hosted through Amazon Bedrock, to generate answers. It also uses speech-to-text to transcribe the audio and video files you upload.

The features, AI models and limits available to you depend on your plan and may change over time, as described in section 12.

• You must be at least 18 years old and able to enter into a binding contract to create an account.
• You must give us accurate information and keep your email address up to date, because we use it for important notices.
• You are responsible for keeping your login details secure and for all activity under your account. Tell us promptly at senlimitedie@gmail.com if you suspect unauthorised access.
• Accounts are personal. Do not share login details, and do not create several accounts to get extra free credits or promotions.

The Service runs on credits. Each AI answer, transcription minute or other metered action uses credits. The number of credits depends on the AI model or feature used, and at least one credit is charged per AI request. Current credit prices are shown in the dashboard before you choose a model or feature.

Plans

• Free plan. Includes a limited number of credits at no charge. We may change or withdraw the Free plan's allowance by giving you notice.
• Paid plans (monthly or yearly subscriptions) include the credits shown on our pricing section and at checkout. Monthly plans credit the plan allowance at the start of each monthly billing period. Yearly plans credit the full year's allowance at the start of the yearly period.
• Plan credits do not roll over. Unused plan credits expire at the end of the billing period, and the next period's allowance replaces them.
• Top-up credits are one-off purchases. They do not expire while your account remains open. They are used only after your current plan credits run out.
• Promotional credits (for example from a promo code) are free, have no cash value, and may be subject to the conditions stated with the promotion. Each promotion can be redeemed once per person.

Credits are a way of measuring and prepaying for use of the Service. They are not money, e-money or a currency. They cannot be transferred, sold or exchanged for cash, except as required by law or under section 6.

Prices

Prices are in euro. For consumers, the price shown before you buy includes VAT where it applies. Business customers may be charged VAT under the reverse-charge rules where applicable. We may change plan or credit prices. We will give you at least 30 days' notice by email before a price increase applies to your existing subscription. If you do not agree, you can cancel before the increase takes effect.

Payments are processed by our payment provider, Stripe. We do not receive or store your full card details. By purchasing, you authorise us, through Stripe, to charge your chosen payment method for the amounts shown at checkout.

Subscriptions renew automatically at the end of each billing period, monthly or yearly depending on your choice, and your payment method is charged the then-current price until you cancel. You can cancel at any time in the dashboard under Billing, and the cancellation takes effect at the end of the current paid period.

If a payment fails, we may retry it and ask you to update your payment method. If we still cannot collect payment, your subscription ends and your account moves to the Free plan.

Cancelling a subscription

You can cancel a paid subscription at any time from the dashboard. You keep your paid plan and its remaining credits until the end of the period you have already paid for, and then your account moves to the Free plan. Top-up credits stay available.

Consumers: 14-day right of withdrawal

If you are a consumer, you have the right to withdraw from a purchase (a new subscription or a top-up) within 14 days of the day the contract is concluded, without giving any reason.

The Service is a digital service that starts immediately. When you buy, we ask for your express request that we start providing the service during the withdrawal period, and for your acknowledgement of the following:

• If you withdraw within 14 days, we refund the price you paid, minus an amount proportionate to what we have already provided. We calculate that amount from the credits you have used out of the credits included in the purchase. For example, if you used 25% of a top-up's credits, we refund 75% of its price.
• Once the service has been fully provided, meaning all of the purchase's credits have been used, you lose the right of withdrawal for that purchase.

To withdraw, tell us clearly within the 14 days, by email to senlimitedie@gmail.com. You may use the model withdrawal form in section 20, but you don't have to. You only need to send your message before the 14-day period ends. We will refund you within 14 days of receiving your notice, using the payment method you used, without any fee. Your subscription or the relevant credits then end.

Refunds in other cases

Apart from the withdrawal right above, payments are not refundable and we do not refund partly used billing periods or unused credits. This does not limit any remedy you have by law, including a consumer's rights under the Consumer Rights Act 2022 if the Service is not supplied or does not conform to the contract.

“Your Content” means everything you or your end users submit to the Service. That includes documents, audio and video files, Knowledge Base content, assistant instructions, and the messages your end users send to your assistants.

• You own Your Content. You give us a non-exclusive, worldwide licence to host, copy, process, transcribe and transmit it, but only as needed to provide, secure and support the Service for you. The licence ends when the content is deleted from the Service.
• We do not use Your Content to train AI models, and our model providers do not use it for training either (see our Privacy Policy).
• You confirm you have all rights, licences and permissions needed to upload Your Content and to let us process it, and that doing so does not infringe anyone's rights.
• When your assistant talks to your end users, you are the controller of their personal data and we act as your processor under the DPA. You are responsible for having a lawful basis and for giving your end users the privacy information the law requires. That includes telling them who operates the assistant.

AI answers are generated automatically and may be inaccurate, incomplete or out of date, even when based on your documents. The Service is a tool to help you; it does not give professional advice. It is not a substitute for medical, legal, financial, tax or other professional advice.

• You are responsible for reviewing how your assistants answer and for how you and your end users rely on those answers. That includes configuring appropriate instructions and testing your assistant before you make it public.
• Transparency. You must make it clear to your end users that they are interacting with an AI system, unless this is obvious from the context. You must not present your assistant as a human (EU AI Act, Article 50).
• As between you and us, you own the answers your assistants generate. Similar answers may be generated for other users, and we give no assurance that answers are protected by copyright or free of third-party rights.

You must not use the Service, or let anyone else use it, to:

• break any law, or upload or distribute illegal content, including child sexual abuse material, terrorist content, or content that incites violence or hatred;
• infringe intellectual property, privacy or other rights, including by uploading content you are not entitled to use;
• process special categories of personal data (such as health data) or children's data without a lawful basis and appropriate safeguards;
• harass, defraud, deceive or impersonate anyone, send spam or unsolicited messages, or run disinformation campaigns;
• use AI for practices prohibited by the EU AI Act, or for a high-risk use without meeting the obligations that the Act places on you;
• make fully automated decisions with legal or similarly significant effects on people (for example about credit, employment or access to essential services) based solely on assistant output;
• upload malware, probe, scan or test the Service's security without our written permission, or interfere with its operation;
• circumvent usage limits, credits, billing or promotions, or resell the Service without our written agreement;
• copy, reverse engineer or scrape the Service, or use it to build a competing product or to train AI models;
• breach the terms of any third-party platform you connect, such as Telegram's Terms of Service or WhatsApp's Business and Commerce policies.

If you believe content on the Service is illegal, report it to senlimitedie@gmail.com. That address is also our single point of contact for authorities and users under the EU Digital Services Act, and you can write to us in English. Please include:

• why you believe the content is illegal;
• where it is, such as the assistant, website or channel, with a link or screenshot;
• your name and email address, unless the report concerns child sexual abuse material;
• a statement that your report is accurate and made in good faith.

We review reports promptly and without discrimination. We may remove content or restrict or suspend an account. When we do, we tell the affected user why and how to challenge the decision, unless the law prevents us. You can ask us to review any moderation decision by replying to our notice.

The Service relies on, and lets you connect, services we don't control. Examples are Amazon Web Services, Stripe, Telegram and WhatsApp (Meta). Your use of a channel you connect is also governed by that platform's own terms. We are not responsible for third-party platforms' availability or conduct, or for changes they make that affect your integration, though we will reasonably try to keep integrations working.

We work to keep the Service available and secure, but it is provided over the internet. It may occasionally be unavailable, for example during maintenance or because of events outside our control. The Free plan is provided without any availability commitment.

We continually improve the Service. We may change features, add or retire AI models, or change limits where there is a valid reason, such as security, legal requirements, a provider retiring a model, or product development. If a change will materially and negatively affect a paid plan you are using, we will tell you in advance by email. If you are a consumer, you may then end your subscription free of charge within 30 days of the change, and we will refund any prepaid amount for the remaining period.

By you. You can stop using the Service and ask us to close your account at any time by emailing senlimitedie@gmail.com. Cancel any paid subscription first.

By us. We may suspend or close your account if you materially breach these Terms, if required by law, or if your use creates a security, legal or serious operational risk. Where reasonable, we will warn you first and give you a chance to fix the problem. We may close Free accounts that have been inactive for more than 12 months after giving 30 days' notice by email. If we close a paid account for reasons other than your breach, we will refund any prepaid amount for the unused period.

Effect. When your account closes, your right to use the Service ends and unused credits lapse, subject to any refund owed under these Terms. We delete Your Content within 30 days, except where we must keep information by law, as described in our Privacy Policy. Before your account closes, you can delete content yourself in the dashboard or ask us for a copy of it. Sections that by their nature should survive termination will continue to apply, including sections 14 to 19.

The Service, including its software, design and the AOVA brand, is owned by us or our licensors. We give you a personal, non-exclusive, non-transferable right to use it in line with these Terms while your account is active. If you send us feedback or suggestions, we may use them freely, with no obligation to you.

For everyone

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under Irish law.

If you are a consumer

We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable. We supply the Service for domestic and private use only. If you use it for business purposes, we are not liable for any loss of profit, business or business opportunity. Nothing in these Terms limits your statutory rights, including your rights and remedies under the Consumer Rights Act 2022 where the Service does not conform to the contract.

If you are a business customer

• The Service is provided “as is”. To the extent permitted by law, including section 40 of the Sale of Goods and Supply of Services Act 1980, we exclude all terms implied by statute or common law, and we do not warrant that AI answers will be accurate, complete or fit for a particular purpose.
• We are not liable for any loss of profits, revenue, business, goodwill or anticipated savings, for loss or corruption of data (except where caused by our breach of the DPA), or for any indirect or consequential loss.
• Our total liability arising out of or in connection with these Terms in any 12-month period is limited to the greater of (a) the amounts you paid us for the Service in that 12-month period and (b) €100.

If you are a business customer, you will indemnify us against reasonable losses, costs and expenses, including reasonable legal fees, arising from third-party claims caused by Your Content, your assistants' deployment to your end users, or your breach of section 9 (Acceptable use) or of data protection law. We will tell you promptly about any such claim and let you control its defence.

We may update these Terms, for example to reflect changes to the Service or to the law. For material changes, we will email you at least 30 days before they take effect. We will show the date of the latest version at the top of this page. If you don't agree to the changes, you can cancel your subscription and close your account before they take effect. If you are a consumer and close your account because of a change, we will refund any prepaid amount for the unused period. If you keep using the Service after the change takes effect, you accept the updated Terms.

If you have a complaint, please contact us first at senlimitedie@gmail.com. We will try to resolve it quickly and fairly.

These Terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of Ireland.

• Consumers: you also keep the protection of the mandatory consumer laws of the EU country where you live. You may bring proceedings in the courts of Ireland or of the EU country where you live. Irish consumers can get information and help from the Competition and Consumer Protection Commission (ccpc.ie).
• Business customers: the courts of Ireland have exclusive jurisdiction.

• These Terms, together with the DPA and any terms shown at checkout, are the whole agreement between you and us about the Service.
• We may transfer our rights and obligations under these Terms to another organisation, for example as part of a sale of our business. If we do, your rights will not be reduced, and consumers may end the contract if unhappy. You may not transfer your rights without our written consent.
• If a court finds part of these Terms invalid, the rest remains in force. If we delay enforcing these Terms, we can still enforce them later.
• We are not responsible for delays or failures caused by events beyond our reasonable control.
• No one other than you and us has any right to enforce these Terms.
• We will send notices to the email address on your account, and you can send notices to senlimitedie@gmail.com.

Complete and return this form only if you wish to withdraw from the contract. Email it to senlimitedie@gmail.com.

To Sen Balance Limited, 77 Camden Street Lower, Dublin, Dublin, D02 XE80, Ireland, senlimitedie@gmail.com:

I hereby give notice that I withdraw from my contract for the supply of the following service: [plan or top-up purchased]
Ordered on: [date]
Name of consumer: [name]
Email address of the account: [email]
Date: [date]