Terms and Conditions

Important notice: this document is a baseline draft meant as a starting point. Before publishing it, a lawyer must review and adapt it to the actual operation, the providers under contract, and the regulations in force in each country where the service is offered.

IgnacIA is a service provided by [LEGAL ENTITY NAME], tax ID [TAX ID], with registered address at [BUSINESS ADDRESS], Chile. By contracting or using the platform, the client company and its users accept these Terms and Conditions and the Privacy Policy. If you do not agree with them, you must not use the service.

The processing of personal data and conversation content is governed by our Privacy Policy.

IgnacIA provides conversational AI agents that serve the client company's end customers and execute actions in its systems.

• Agents on the WhatsApp Business API, the web chat widget, and voice channels, as contracted
• Integrations with CRM, ERP, scheduling, and other systems the client enables
• A supervision dashboard where the human team reviews conversations and takes over whenever they judge it necessary
• Initial agent setup and later adjustments within the agreed scope

Channel availability depends on external providers (Meta for WhatsApp, telephony carriers, language model providers). The client must comply with those providers' policies and keep the relevant accounts and approvals in good standing.

The client company is responsible for managing its users and keeping dashboard access credentials confidential.

• Each user must use their own, non-transferable credentials
• The client assigns roles and permissions within the platform, including access to conversation history
• Any unauthorized use of an account must be reported to IgnacIA

The agents must be used in accordance with the law and for the client's own service, sales, and support purposes.

• The client is responsible for having the legal basis and consent required to contact its end customers through the configured channels
• Using the agents to send unsolicited bulk messages or to circumvent messaging providers' rules is not permitted
• The agent must identify itself as an automated assistant wherever applicable regulations require it
• Configuring agents that impersonate a real person or mislead users about their nature is not permitted
• Attempting to breach the platform's security or access other clients' conversations is not permitted
• Reselling the service or using it for purposes other than those contracted is not permitted
• API integrations must respect the documented technical and usage limits

The agents generate their replies with language models. That technology can produce incorrect, incomplete, or off-context answers, even when the agent is well configured.

• The client defines the scope of what the agent may answer and execute, and is responsible for the content it is fed
• For decisions with legal, financial, or health impact, the client must keep human review in the loop
• We recommend always keeping handoff to a human representative enabled
• IgnacIA does not guarantee that replies will be accurate in every case, nor that the agent will resolve every inquiry received

The service price depends on the contracted plan, the enabled channels, and conversation volume, according to the accepted quote.

• Billing is periodic as agreed in the commercial proposal
• Channels and integrations can be activated or deactivated effective the next billing period
• Volume overages are charged at the rates stated in the quote
• Costs charged directly by third parties (messaging, telephony) are governed by their own rates
• Repeated non-payment may lead to service suspension with prior notice

IgnacIA and its components (software, trademark, design, platform configurations, and flows) are the property of [LEGAL ENTITY NAME] or its licensors. Contracting the service does not transfer intellectual property rights.

The content the client uploads and the conversations held with its end customers are and remain the client's property. IgnacIA processes them solely to provide the service and does not use them to train its own or third-party models.

The service is provided for renewable periods as commercially agreed.

• The client may terminate the service with the agreed prior notice
• Upon termination, the client may request the export of their conversations within the stated period
• IgnacIA may suspend or terminate the service in case of serious breaches of these terms, or of use that puts the platform or third parties at risk

IgnacIA is committed to maintaining reasonable levels of availability, security, and backup for the platform. Notwithstanding this:

• Agent replies and actions support the operation and do not replace the judgment of the client's team
• IgnacIA is not liable for interruptions caused by third parties (messaging, telephony, or language model providers, or the client's integrated systems)
• IgnacIA is not liable for the content the client configures, nor for how the client uses the data obtained in conversations
• IgnacIA's total liability is limited to the amounts paid for the service in the last twelve months, except in cases of willful misconduct or gross negligence

IgnacIA may update these terms to reflect changes in the service or in regulations. Relevant changes will be notified with reasonable advance notice through the platform or by email.

If you have questions about these terms, contact us at contacto@ignacia.ai or through our contact page.