Terms of Service

General Terms and Conditions (GTC) of Vennie Tech UG

1. Introduction and Scope

1.1 Purpose and Subject Matter of the Contract

Welcome to Vennie, your solution for automated AI e-commerce customer support agents. These General Terms and Conditions (hereinafter referred to as "GTC" or "Terms") govern the legal relationship between Vennie Tech UG, Waldstr. 8, 12487 Berlin (hereinafter referred to as "we," "us," or "our") and you as a user of our chatbot platform, which can be integrated into helpdesk systems. Our services include the use of our web application, which is based on artificial intelligence and automatically processes customer inquiries.

These GTC establish the rules and obligations that both you as a user ("User") and we, Vennie, must comply with in connection with the use of the Vennie website, applications, tools, and services (collectively referred to as the "Service"). The Service is designed to assist e-commerce businesses in automating their customer support, handling inquiries, and managing customer interactions to achieve optimal support outcomes.

1.2 Acceptance of the GTC

By using our platform and all associated services, tools, and features (collectively the "Service"), you expressly accept these GTC and agree to be legally bound by them. If you use the Service on behalf of a company, organization, or other legal entity, you represent and warrant that you are authorized to bind that entity to these GTC, in which case the terms "you" and "your" refer to that entity.
Use of our Service is only possible if you agree to these Terms. If you do not agree with all provisions of these GTC, you may not access or use the Service. Your continued use of the Service will be deemed as acceptance of our updated or amended Terms as well as any changes to the Service’s functionalities.
Please read these GTC carefully, as they affect your legal rights, including the agreement to resolve any disputes through binding individual arbitration.

2. Service Description

2.1 Overview

Vennie provides a powerful platform designed to optimize customer service for e-commerce businesses through AI-supported automation. Our services include, among others, the following key features:

• Customer Support for General Inquiries: Vennie uses advanced AI algorithms to provide automated responses to common customer inquiries. This ensures fast and accurate information delivery and relieves the human support team.

• Order Cancellation and Refunds: Our platform simplifies the process of handling cancellations and refund requests. Customers are guided through the necessary steps, and much of the backend processing is automated to ensure swift resolution.

• Returns and Exchanges: Vennie supports smooth handling of returns and replacements by automating the creation of return labels, shipment tracking, and coordination of replacements. Customers are kept informed throughout the process.

• Questions About Sold Items: Vennie’s AI-powered system can retrieve and provide detailed product information, such as specifications, availability, and compatibility. This helps customers make informed purchasing decisions without requiring human intervention in many cases.

• Order Tracking: Vennie integrates various shipping providers to provide real-time order tracking information. Customers can easily check the status of their orders and receive proactive updates on delivery progress.
  
  

Our platform is flexible and customizable, offering both pre-configured solutions and individually adaptable options to meet the diverse needs of e-commerce businesses.

2.2 Additional Features

Vennie is continuously evolving to meet the changing demands of the e-commerce market. As such, new features and improvements may be added beyond those described above. These additional features could include enhanced integrations, personalized customer interactions, or further automation options. Changes or expansions to functionality will be implemented based on the needs of our users.

By using the Vennie platform, you gain access to a comprehensive set of tools that enhance your customer service and make your e-commerce processes more efficient. Our goal is to enable better business outcomes through optimized customer interactions, automated support processes, and efficient order management.

2.3 Service Level Agreement (SLA)

Vennie commits to a service availability of 99.9% per month. Downtime due to scheduled maintenance is excluded from this. Detailed information about our SLA can be found in a separate document.

3. Licensing

We grant you the right to access and use the web application within your own helpdesk system. This does not include any transfer of ownership rights. The software remains our exclusive property.

4. Terms of Use

The use of our software is limited to a contractually agreed number of messages. If you exceed this amount, additional fees will apply. If you expect a volume of more than 200 tickets per day, we ask you to inform us in advance.

5. Usage Guidelines

5.1 Permitted Use

Vennie strives to create a positive and professional environment for all users. By accessing the Service, users agree to comply with the following guidelines:

• Lawful Use: Use of the Service must comply with all applicable laws, regulations, and industry standards.

• Authorized Access: Users may only access the Service through authorized means and must not attempt to gain unauthorized access to any part of the Service or related systems.

• Prohibited Activities: Users must not engage in the following activities while using the Service: a) Transmitting, distributing, or storing illegal, harmful, threatening, defamatory, or obscene material. b) Misrepresenting their identity or affiliation with a person or entity. c) Disrupting or impairing the integrity or performance of the Service. d) Reverse engineering or attempting to derive the source code of the Service. e) Overloading or impairing the Service’s infrastructure. f) Distributing viruses or similar malicious software. g) Collecting information from other users without their explicit consent.

• Compliance with Guidelines: Users must adhere to all guidelines and regulations provided by Vennie.

• Reporting Violations: Users are encouraged to promptly report any violations of these guidelines.

• Consequences of Violations: Violations may result in suspension or termination of access to the Service.

• Reservation of Rights: Vennie reserves the right to take legal action against users who violate these usage guidelines.
  
  

5.2 Legal Compliance

Vennie operates within the European Union and Germany, and users must comply with all applicable laws:

• Data Protection: Users must comply with the General Data Protection Regulation (GDPR) and the German Federal Data Protection Act (BDSG).

• Electronic Communication: The EU Privacy Directive and the German Telemedia Act (TMG) must be observed in electronic communications.

• Consumer Protection: Users must adhere to EU and German consumer protection laws.

• Anti-Spam Regulations: Users may not send unsolicited commercial messages without consent.

• Intellectual Property: Third-party copyright must be respected.

• Financial Regulations: Users must comply with relevant financial regulations.

• Reporting Obligations: Violations of applicable laws must be reported immediately.
  
  

5.3 Compliance and Ethical Standards

Vennie is committed to ethical business practices and expects the same from its users. This includes compliance with all applicable laws and regulations as well as adherence to ethical standards when using our AI-based services. Users may not use the Service for illegal, fraudulent, or discriminatory purposes. Vennie reserves the right to suspend or terminate accounts that violate these ethical standards.

6. Intellectual Property

6.1 Ownership

Vennie retains all rights, titles, and interests in the software, including all related technologies, algorithms, and intellectual property rights. Users grant Vennie a non-exclusive, worldwide license to use content transmitted through the platform.

6.2 User License

Users are granted a limited, non-transferable license to use the Service. Any attempt to modify, copy, or reverse-engineer the software is prohibited.

6.3 User Intellectual Property

Users retain all rights to the content they create, including text, images, and other materials uploaded or generated through the Service. By using the Service, users grant Vennie a worldwide, non-exclusive, royalty-free license to use, reproduce, and process this content as necessary to provide the Service. Vennie commits to respecting users’ intellectual property rights and will not claim ownership of users’ intellectual property.

7. User Accounts

7.1 Account Creation

To fully utilize the services offered by Vennie, individuals and businesses must create and maintain a user account. The account creation process and related responsibilities are outlined as follows:

• Registration Requirements: Users must be at least 18 years old or have reached the age of majority in their country of residence, whichever is higher. By creating an account, you confirm that you meet these age requirements and are legally capable of entering into a binding contract.

• Registration Process: During registration, you are required to provide truthful and accurate information, including your full legal name, company affiliation (if applicable), contact details, and a valid email address. You will also be asked to create a secure password.

• Account Verification: Vennie may require account verification as part of the registration process. This may include phone verification, email confirmation, or the submission of additional documents to verify identity or company details.

• Account Responsibilities: You are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account. You agree to notify Vennie immediately of any unauthorized use of your account or other security breaches. Vennie is not liable for losses or damages resulting from your failure to comply with this obligation.

• Updating Account Information: You must keep your account information, especially your email address, up to date to ensure you receive important notifications and communications regarding your account and the Service.
  
  

7.2 Account Holder Responsibilities

After creating an account with Vennie, the account holder must adhere to the following responsibilities to ensure secure and compliant use of the Service:

• Security and Confidentiality: You are solely responsible for the confidentiality of your account information, including your password, and for all activities that occur under your account. You agree to use secure passwords and update them regularly.

• Notification of Unauthorized Use: You must promptly inform Vennie if you become aware of any unauthorized use of your account or other security breaches. Quick communication helps prevent further unauthorized activity.

• Accuracy of Information: Keep your account information, including contact details and payment information, current and accurate. This ensures effective communication and transactions related to the Service.

• Compliance with Terms and Guidelines: You must comply with all terms outlined in this document as well as all applicable laws and regulations. This includes lawful use of the Service and ensuring that all activities conducted through your account meet these standards.

• Responsible Use of the Service: Use the Service in a manner that is respectful to other users and the Service itself. This means refraining from activities that could harm, disable, overload, or impair the Service or interfere with other users’ use of it.

• Non-Transferability: Accounts are non-transferable. You may not use another person’s account without their permission, nor allow anyone else to use your account.
  
  

8. Privacy and Data Processing

8.1 Data Collection

Vennie collects certain information from users and their leads to provide and improve the Service. The following points outline the types of data collected and their purposes:

• User Data: Vennie may collect personal information from users when they register an account, including but not limited to name, email address, company name, and contact details. This information is used to create and manage user accounts, provide customer support, and communicate with users about the Service.

• Order Data: Vennie collects information about users’ orders, including order numbers, product details, purchase dates, and transaction amounts. This order data is used to manage orders, analyze purchasing behavior, and enhance the customer experience.

• Usage Data: Vennie automatically collects usage data when users interact with the Service, including log data, device information, IP addresses, and browser type. This information is used to analyze trends, administer the Service, and improve the user experience.

• Cookies and Tracking Technologies: Vennie may use cookies, web beacons, and similar tracking technologies to collect information about users’ interactions with the Service and personalize their experience. Users can choose to accept or decline cookies via their browser settings, though declining cookies may affect certain Service functionalities.

• Third-Party Data: Vennie may receive data from third-party providers, such as integrated software applications or data providers, to enhance the Service’s functionality or supplement lead information provided by users. Users are responsible for ensuring they have the necessary rights and permissions to share third-party data with Vennie.

• Compliance with Data Protection Laws: Vennie is committed to protecting the privacy and security of user data and complies with applicable data protection laws, including the General Data Protection Regulation (GDPR) in the European Union and the California Consumer Privacy Act (CCPA) in the United States.

• Data Retention: Vennie retains user data only as long as necessary to fulfill the purposes for which it was collected, unless a longer retention period is required by law or approved by the user.

By using the Service, users consent to the collection, processing, and use of their data as outlined in this section. Users are encouraged to review Vennie’s Privacy Policy for further details on how their data is handled and protected.

8.2 Data Usage

Vennie respects the privacy of its users and their leads and commits to using collected data responsibly. The following points outline how Vennie uses data collected through the Service:

• Service Provision: Vennie uses user data to provide, manage, and improve the Service’s functionality, including but not limited to account management, lead generation, email distribution, and analytics.

• Communication: Vennie may use users’ contact information to communicate with them about their accounts, Service updates, promotional offers, or other relevant information. Users can opt out of promotional communications at any time.

• Personalization: Vennie may use data from users’ interactions with the Service to personalize their experience, such as through targeted recommendations, content, or advertising based on their preferences and usage patterns.

• Analytics: Vennie analyzes usage data to understand how users interact with the Service, diagnose technical issues, and improve overall performance and usability. This may include aggregating and anonymizing data for statistical analysis.

• Legal Compliance: Vennie may use collected data to comply with legal obligations, respond to legal requests or claims, enforce the Terms of Service, or protect the rights, property, or safety of Vennie, its users, or others.

• Research and Development: Vennie may use data for research and development purposes to innovate and enhance the Service, develop new features or products, and conduct market research.

• Data Sharing: Vennie does not sell or rent user data to third parties for their own marketing purposes. However, Vennie may share data with trusted third-party providers or business partners who assist in delivering the Service, subject to appropriate data protection agreements.

• Data Security: Vennie implements industry-standard security measures to protect user data from unauthorized access, disclosure, alteration, or destruction. Additional details about Vennie’s security practices can be found on the security section of the website or by contacting customer support.

Users’ consent to the use of their data as outlined in this section is implicit upon using the Service. Vennie strives for transparency in its data practices and encourages users to review the Privacy Policy for more detailed information.

8.3 Data Security

Vennie prioritizes the security of user data and implements comprehensive measures to protect against unauthorized access, disclosure, alteration, or destruction. The following points outline Vennie’s approach to data security:

• Encryption: Vennie uses industry-standard encryption protocols to secure data transmission over the internet. This includes HTTPS encryption for website traffic and encryption of sensitive information in databases.

• Access Controls: Access to user data is restricted to authorized personnel who need it to perform their duties. Vennie employs role-based access controls and regularly reviews access permissions to ensure they are appropriate and up-to-date.

• Data Minimization: Vennie limits the collection and storage of user data to what is necessary to provide the Service. Personal data is anonymized or pseudonymized where possible to reduce the risk of unauthorized disclosure.

• Data Integrity: Vennie implements measures to maintain the accuracy and integrity of user data, including regular backups, data validation checks, and error monitoring.

• Security Audits: Vennie conducts regular security reviews and assessments to identify and mitigate potential vulnerabilities in its systems and infrastructure. External security experts may be engaged to perform independent audits.

• Employee Training: Vennie provides ongoing training and education for its employees on data security best practices, including phishing awareness, password security, and incident response procedures.

• Incident Response: Vennie has established incident response procedures to quickly address and mitigate security incidents or breaches. Users will be notified of incidents affecting their data in accordance with legal requirements.

• Compliance Standards: Vennie complies with relevant data protection laws and regulations, including the GDPR in the European Union and the CCPA in the United States. Compliance certificates and audit reports can be provided to users upon request.
  
  

8.4 GDPR Compliance

Vennie is committed to complying with the European Union’s General Data Protection Regulation (GDPR). Users have the right to access, rectify, erase, and restrict the processing of their personal data. Users may request a copy of their personal data stored by Vennie at any time. Vennie will process personal data only for the purposes specified in the Privacy Policy.

8.5 Data Export

Users have the right to export their data in a machine-readable format. Vennie provides tools for users to export their data at any time.

8.6 Backup and Data Retention

Vennie performs regular backups of all user data to prevent data loss. Users are encouraged to create their own backups of important data. Vennie is not liable for data loss caused by force majeure or user actions.

9. Fees and Payment Terms

9.1 Fees

You agree to pay the agreed fees based on the selected pricing structure. All prices are stated in euros and exclude statutory value-added tax. Fees are determined by the pricing plan selected at the time of subscription or any other agreement with Vennie. Fees may vary depending on the features, usage limits, and additional services of the chosen plan.

9.2 Billing Cycle

Fees are charged periodically, typically monthly or annually, either in advance or in arrears, based on the user’s account settings or subscription agreement. You are responsible for the timely payment of all fees associated with your account.

9.3 Payment Methods

Vennie accepts payments via credit card, bank transfer, or other approved payment methods. You must provide valid payment information and authorize Vennie to charge the applicable fees to your chosen payment method.

9.4 Taxes

You are responsible for paying all applicable taxes, duties, or other governmental fees related to your use of the Service, including but not limited to sales tax, value-added tax (VAT), or goods and services tax (GST).

9.5 Fee Changes

Vennie reserves the right to modify the fee structure or introduce new fees for additional features or services with prior notice to users. Fee changes will not apply retroactively and will only take effect for future billing periods.

9.6 Overdue Payments

Failure to pay fees by the due date may result in suspension or termination of access to the Service. Vennie may also impose late fees or interest on overdue payments, as permitted by law.

9.7 Refunds

Vennie’s refund policy is outlined in the Refunds and Cancellations section of these Terms. Users may be eligible for a refund of prepaid fees based on the terms of their subscription agreement or applicable law.

9.8 Fee Disputes

Users who dispute the accuracy or validity of fees charged by Vennie must notify Vennie in writing within a reasonable timeframe. Vennie will investigate the dispute and work with the user in good faith to resolve it.

9.9 Cancellation

Users may cancel their subscription at any time by contacting Vennie’s customer service team or using the account settings on the Vennie platform. Upon cancellation, access to the Service will end at the conclusion of the current billing period, and no further charges will be incurred.

9.10 Refund Claims

Users may be eligible for a refund of prepaid fees if they cancel their subscription within a specified period after the initial purchase or renewal, as outlined in the subscription agreement or applicable law. Refunds are generally not provided for partial billing periods or fees already incurred.

9.11 Processing Time

Approved refunds will be processed within a reasonable timeframe and returned to the original payment method. Processing times may vary depending on the payment provider and banking institution.

9.12 Exceptions

Vennie reserves the right to deny refunds or cancellations in certain cases, such as: a) Violation of these Terms or abuse of the refund policy. b) Failure to provide necessary information or documentation to support the refund request. c) Refund requests made outside the specified refund period or under circumstances not covered by the refund policy.

9.13 Fee Disputes

If users believe they have been incorrectly charged for the Service, they must promptly notify Vennie’s customer service team to resolve the issue. Vennie will investigate disputed charges and issue refunds if warranted by the findings.

9.14 Price Changes

Vennie reserves the right to change the prices for the Service. Price changes will be communicated to users at least 30 days in advance via email. In the case of price increases, users have the right to terminate their contract with extraordinary notice within 14 days of receiving the notification.

10. Term, Termination, and Suspension

10.1 Term and Termination

This agreement takes effect upon your acceptance of these GTC. Termination of this agreement is only possible at the end of a calendar month, with a notice period of at least 30 days. Termination must be submitted in writing. Upon termination taking effect, access to the Services will be deactivated at the end of the current month.

10.2 Grounds for Termination and Suspension

Vennie reserves the right to terminate or suspend a user’s access to the Service under certain circumstances. The following points describe the grounds for termination or suspension:

• Violation of the GTC: Vennie may terminate or suspend a user’s access to the Service if the user violates any provision of these GTC, including but not limited to violations of acceptable use, payment terms, or intellectual property rights.

• Non-Payment: Vennie may suspend or terminate a user’s access to the Service if the user fails to pay due fees or costs as per the fee structure and payment terms.

• Legal Compliance: Vennie may terminate a user’s access to the Service if required by law or if Vennie, at its discretion, believes that continued provision of the Service would violate applicable laws or regulations.

• Account Closure: Users may request termination of their account at any time by following the termination procedures described in these GTC. Vennie will process such requests promptly and terminate access to the Service accordingly.

• Abuse or Misconduct: Vennie may terminate or suspend a user’s access to the Service if the user engages in abusive or inappropriate use of the Service, including but not limited to fraudulent activities, unauthorized access, or dissemination of harmful content.

• Security Concerns: Vennie may suspend or terminate a user’s access to the Service if Vennie, at its discretion, determines that continued use of the Service poses a security risk to Vennie, other users, or third parties.

• Repeated Complaints: Vennie may terminate a user’s access to the Service if Vennie receives repeated complaints or evidence of violations of third-party rights by the user.

• Discretionary Decision: Vennie reserves the right to terminate or suspend a user’s access to the Service for any reason not explicitly stated in these GTC, at its discretion and without liability.
  
  

Users are responsible for complying with these GTC and any additional policies or guidelines provided by Vennie. A violation may result in termination or suspension of access to the Service, as determined by Vennie at its discretion.

10.3 Consequences of Termination

Upon termination of access to the Service, the following consequences may apply:

• Account Closure: After termination, the user’s access to the Service will be immediately suspended, and the user’s account will be closed. Users will no longer be able to access their account or use the Service’s features.

• Data Deletion: Vennie may, but is not obligated to, delete or remove user data from its systems following account termination. Users are encouraged to retrieve any data they wish to retain prior to terminating their account.

• Payment Obligations: Termination of access to the Service does not relieve the user of existing payment obligations incurred prior to termination. Users remain liable for payment of all fees or costs accrued up to the termination date.

• Intellectual Property Rights: Termination of access to the Service does not affect Vennie’s ownership of its intellectual property rights as described in these GTC. Users are required to cease using Vennie’s trademarks, logos, and other proprietary materials after termination.

• Survival of Terms: Certain provisions of these GTC, including but not limited to those related to intellectual property, indemnification, liability limitations, and dispute resolution, will survive termination and continue to apply.

• No Liability: Vennie is not liable to users or third parties for damages, losses, or liabilities arising from or related to the termination of access to the Service, unless expressly stated in these GTC or required by law.

• Post-Termination Actions: After termination, Vennie may take actions such as retaining user data for archival purposes, enforcing remaining provisions of these GTC, or pursuing legal remedies for breaches of the agreement.
  
  

11. Updates and Modifications

11.1 Software Updates

Regular updates to the software will be provided, which are automatically integrated at no additional cost to the licensee. There is no option for the licensee to individually customize the software.

11.2 Changes to the General Terms and Conditions

Vennie reserves the right to update or modify these General Terms and Conditions from time to time. The following points outline the process for updating the Terms:

• Notification: Vennie will inform users of changes or modifications to the Terms at least 30 days in advance by posting the revised Terms on the Vennie website or sending them via email to the address associated with the user’s account.

• Material Changes: For material changes to the Terms that significantly affect users’ rights or obligations, Vennie will separately and clearly notify users of these changes.

• Right to Object: Users have the right to object to material changes within 14 days of receiving the notification. In such cases, Vennie reserves the right to terminate the agreement at the earliest possible date.
  
  

11.3 Changes to the Service

Vennie reserves the right to modify or discontinue any aspect of the Service at any time without prior notice. The following points outline Vennie’s approach to Service changes:

• Feature Changes: Vennie may add, remove, or modify features of the Service, including functionalities, tools, or capabilities, at its discretion. Such changes may be made to improve performance, enhance security, or adapt to evolving user needs.

• Service Interruptions: Vennie may temporarily interrupt access to the Service for maintenance, updates, or other operational reasons. Vennie will make reasonable efforts to inform users in advance of planned interruptions and minimize the impact on Service usage.

• Service Discontinuation: Vennie may, at its discretion, decide to discontinue the Service entirely. In such cases, Vennie will provide users with reasonable notice and may offer assistance with transitioning to alternative solutions or retrieving data, where feasible.

• User Feedback: Vennie welcomes feedback and suggestions from users about the Service. While Vennie will consider user feedback when making decisions about Service changes, Vennie retains sole discretion over the modifications.

• No Obligation: Vennie is not obligated to maintain or support specific features or functionalities of the Service, and Vennie may discontinue any component of the Service at any time without liability to users.
  
  

12. Limitation of Liability and Disclaimer of Warranties

12.1 Limitation of Liability

We are not liable for indirect, incidental, consequential damages, lost profits, data loss, or downtime, unless such damages result from our gross negligence or willful misconduct. Our liability is limited to the amounts paid by you in the twelve months preceding the event giving rise to the liability. This limitation of liability does not apply to damages resulting from injury to life, body, or health caused by a negligent breach of duty by Vennie or an intentional or negligent breach of duty by a legal representative or agent of Vennie.

12.2 Disclaimer of Warranties for Chatbot Functionalities

Our chatbot platform is provided "as is" and "as available," without warranties of any kind, whether express or implied. We do not guarantee that the chatbot will operate uninterrupted, error-free, or free of defects, or that defects will be corrected. Users should be aware that the platform may experience limitations, delays, and other issues common to internet-based services. We assume no responsibility for the accuracy, reliability, completeness, or usefulness of content provided by the chatbot. We are also not liable for damages arising from the use of third-party content or services. Users are responsible for critically reviewing the chatbot’s responses and must not rely solely on them for critical or legally binding actions.

12.3 Security Risks

We do not guarantee that the platform is secure or free from viruses, malware, or other harmful components. Users are responsible for implementing appropriate security measures to protect their devices and data.

12.4 Limitation of Liability

Our liability is limited to the amount of fees paid by the user to us in the twelve months prior to the event triggering the liability. These liability limitations apply within the legal framework and do not affect users’ rights that cannot be excluded or limited by law.

13. Indemnification

13.1 Indemnification

Users agree to indemnify, defend, and hold harmless Vennie, its subsidiaries, officers, directors, employees, agents, licensors, and suppliers from and against all claims, liabilities, damages, losses, and expenses, including reasonable attorney fees, arising out of or related to

• User Content: Any content, materials, or information submitted, posted, or transmitted by users through the Service, including but not limited to user data, messages, feedback, or other communications.

• User Conduct: Any use of the Service by users that violates these Terms or applicable law, including but not limited to misuse or improper use of the Service, infringement of third-party rights, or harm to other parties or their privacy.

• Third-Party Claims: Any claims or demands from third parties arising out of or related to the user’s use of the Service, including but not limited to claims of intellectual property infringement, defamation, or violation of privacy rights.

• Breach of Contract: Any breach of these Terms or other agreements made with Vennie, including but not limited to breaches of warranties, confidentiality obligations, or failure to meet payment obligations.

• Unauthorized Activities: Any unauthorized access to or use of the Service by users, including but not limited to unauthorized access to user accounts, unauthorized use of Vennie’s intellectual property, or dissemination of harmful content.
  
  

Users agree to promptly notify Vennie of any claims, lawsuits, or demands falling under this section and to fully cooperate with Vennie in defending such claims. Vennie reserves the right, at the users’ expense, to assume exclusive defense and control of any matter subject to indemnification by users. Users may not settle any indemnified claim without Vennie’s prior written consent, which shall not be unreasonably withheld.

13.2 Limitations of Indemnification

The users’ indemnification obligation does not apply to claims arising from errors or defects in the Service that were not caused by the user.

14. Dispute Resolution

14.1 Governing Law

These Terms and any disputes arising out of or related to the Service are governed by the laws of Germany, without regard to its conflict of law provisions. Users agree that any legal actions or proceedings arising out of or related to these Terms or the Service will be conducted exclusively in the courts of Germany. Users hereby consent to the jurisdiction and venue of these courts and waive any objections to such jurisdiction or venue based on inconvenience or other reasons. The United Nations Convention on Contracts for the International Sale of Goods does not apply to these Terms or the Service. In the event of inconsistencies or conflicts between the German version of these Terms and any translated versions, the German version shall prevail.

14.2 Arbitration

Any dispute, controversy, or claim arising out of or relating to these Terms, their breach, termination, or validity—including disputes related to their formation, interpretation, or applicability—shall be resolved in accordance with the rules of the German Institution of Arbitration (DIS). The arbitration will be conducted in German and held in Germany, unless the parties agree otherwise. The arbitral tribunal will consist of a single arbitrator appointed in accordance with DIS rules. The arbitrator’s decision is final and binding on the parties, and judgment on the award may be entered in any court of competent jurisdiction. The parties hereby waive any right to appeal or review the decision. The costs of the arbitration, including the arbitrator’s fees, will be borne equally by the parties unless the arbitrator determines otherwise in the award. This arbitration clause does not prevent either party from seeking injunctive relief or other equitable remedies in a competent court to prevent actual or threatened infringement, misappropriation, or violation of the party’s intellectual property rights or confidential information. The parties agree to maintain the confidentiality of the arbitration proceedings and any awards, unless required for enforcement of the award or by law. This arbitration clause survives the termination or expiration of these Terms.

15. Final Provisions

15.1 Entire Agreement

These General Terms and Conditions (GTC), together with any additional policies, guidelines, or agreements referenced herein or provided by Vennie, constitute the entire agreement between users and Vennie regarding the Service and supersede all prior and contemporaneous agreements, representations, and understandings, whether oral or written. Users acknowledge that they have not relied on any representations or warranties not expressly set forth in these GTC when entering into this agreement with Vennie. Any ambiguities in the interpretation of these GTC shall not be construed against the drafting party. Amendments or supplements to these GTC may only be made by Vennie, as described in the updates to the GTC. Users may be subject to additional terms when using third-party services, content, or software integrated into the Service, in addition to these GTC. If any provision of these GTC is deemed invalid, illegal, or unenforceable by a competent court, the remaining provisions shall remain in full force and effect to the extent permitted by law. Vennie’s failure to enforce any right or provision of these GTC does not constitute a waiver of that right or provision. These GTC are binding and benefit the parties and their respective successors and assigns. By using the Service, users confirm that they have read, understood, and accepted these GTC and any additional policies or guidelines provided by Vennie.

15.2 Severability Clause

If any provision of these GTC is found by a competent court to be invalid, illegal, or unenforceable, the validity, legality, and enforceability of the remaining provisions shall remain unaffected. The parties agree to replace any invalid, illegal, or unenforceable provision with a valid, legal, and enforceable provision that most closely aligns with the original intent and purpose of the provision. The invalidity, illegality, or unenforceability of one provision shall not affect the validity, legality, or enforceability of other provisions in these GTC. The headings and titles in these GTC are for convenience only and do not affect their interpretation. These GTC constitute the entire agreement between the parties regarding the subject matter and supersede all prior written or oral agreements and understandings related to this subject matter. The parties confirm that they have read and understood these GTC and voluntarily agree to be bound by them.

16. Contact Information

16.1 Support

Vennie is committed to providing users with timely and effective support for questions, concerns, or issues related to the Service. The following points outline Vennie’s support policies:

• Contact Options: Users can reach Vennie’s support team via email, live chat, or the support portal on the Vennie website. Contact details and instructions for using support channels are available on the Vennie website.

• Response Times: Vennie strives to respond to support inquiries promptly and within reasonable timeframes. Response times may vary depending on the nature and complexity of the inquiry and the volume of support requests.

• Support Hours: Vennie’s support team is available during regular business hours, Monday through Friday, excluding holidays, unless otherwise specified. Users may submit support requests at any time, but responses may be delayed outside regular business hours.

• Support Scope: Vennie provides assistance with technical issues, account management, billing questions, and general inquiries about using the Service. Support does not include consulting services, custom development, or training beyond the scope of standard documentation and tutorials.

• Knowledge Base: Vennie maintains a knowledge base with articles, tutorials, and frequently asked questions (FAQs) to assist users in addressing common inquiries and troubleshooting independently.

• Escalation Process: If users encounter unresolved issues or require further assistance beyond initial support interactions, Vennie may escalate the inquiry to higher-level support or engineering teams for additional investigation and resolution.

• Feedback: Vennie welcomes feedback from users about their support experience and suggestions for improvement. Users are encouraged to provide feedback through support channels or customer satisfaction surveys.

Vennie aims to deliver high-quality support services and resolve user inquiries in a timely and satisfactory manner. Users are encouraged to contact Vennie’s support team with any questions or concerns regarding the Service.

17. Definitions

In these GTC, the following terms are defined as follows:

• "Service": Refers to the chatbot platform offered by Vennie and all associated features and services.

• "User": Any natural or legal person using Vennie’s Service.

• "Leads": Potential customers or prospects whose contact information is generated or managed through the Service.

• "Content": All data, information, text, images, videos, or other materials uploaded, created, or shared by users through the Service.

• "Intellectual Property": Includes, but is not limited to, copyrights, patents, trademarks, trade secrets, and other intangible rights.
  
  

Last Updated: September 2024