Terms of Service

1. Acceptance of terms

These terms form a binding contract between you (the “Customer”, “you”) and ZYNTHYR OÜ (“NeoFir”, “we”, “us”), a company registered in Estonia (Registry Code 17501982). By creating an account, accessing or using the NeoFir service, you confirm that:

• You have read and understood these terms
• You agree to the Privacy Policy (/privacy/en)
• You have legal capacity to enter this contract
• Data provided at sign-up is real and correct

If you disagree with any provision, do not use the service.

2. Service description

NeoFir is a SaaS platform offering:

• An embeddable AI-powered chat widget for websites
• Automatic answers to frequent questions about your business, based on documents you upload
• Bookings directly into Google Calendar via official OAuth
• Transactional email notifications: confirmation, 24h reminder, cancellation, reschedule
• Admin dashboard for your organization
• Optional: additional messaging channels (WhatsApp, Instagram DM, TikTok DM), n8n automations, extended analytics
• Third-party channels connect at your initiative via each platform's official OAuth; they are inactive until connection. For details on data processed, see Privacy Policy · 6

Concrete features and per-plan limits are detailed on the pricing page.

3. Account and eligibility

• You must be at least 18 years old
• You must act on behalf of a real business, not for personal use
• One account = one location. For chains with 2+ locations, contact us for a custom offer
• You are responsible for securing your credentials (password, OAuth tokens) — do not share with third parties
• Notify us immediately of any account compromise at hello@neofir.com

4. Plans and pricing

Current plans: Free (€0), Solo, Studio, Salon, Chain and Founding. Details and per-plan limits: /#preturi.

Displayed prices are VAT-exclusive. EU VAT applies under applicable rules depending on your country and status:

• EU individual: VAT of your country (B2C VAT)
• EU company with valid VAT ID: reverse charge (0% VAT on invoice)
• Non-EU company: 0% VAT

We reserve the right to change prices with 30 days' email notice. Changes do not retroactively affect annual payments already made.

5. Payment and billing

• Payments are processed through Stripe; we do not store card data
• Subscriptions renew automatically at the end of each period (monthly or annual)
• Invoices are issued electronically in Romanian, compliant with EE and RO law, sent to the account email
• Annual plan: billed once at period start
• Monthly plan: billed on the first day of each month
• Late payment: service is suspended after 14 days past due; data is kept for 60 additional days; after 60 days the account is automatically closed

6. Cancellation and right of withdrawal

6.1 Cancel anytime

You may cancel your subscription at any time, without penalty:

• From dashboard: Settings → Account → “Cancel subscription”
• Or email hello@neofir.com with subject “Cancellation”

Cancellation stops the next renewal. You continue to use the service until the end of the already-paid period. No refund is granted for the unused part, except as in 6.2.

6.2 EU consumer right of withdrawal

If you are a consumer (natural person) resident in the EU, you have a 14-day right of withdrawal from the date of payment of your first invoice, under Directive 2011/83/EU.

To exercise it, email hello@neofir.com with subject “Consumer withdrawal”. We refund the paid amount within 14 days, via the original payment method.

Exception: if you used the service substantially during the 14-day window (over 50 messages processed or over 10 confirmed bookings), we may charge an amount proportionate to actual use.

7. Acceptable Use Policy

You undertake not to use NeoFir for:

• Activities illegal under EE, EU or your country of residence's law
• Violating others' rights (intellectual property, defamation, harassment)
• Pornographic, discriminatory, violent or hate-promoting content
• Spam, unsolicited bulk messaging, e-commerce law violations
• Reverse engineering, automated scraping, bypassing plan limits, deliberate system overload
• Reselling the service without explicit written agreement (white-label = separate Enterprise plan)
• Regulated medical, legal, financial services without applicable authorisation (NeoFir is not intended for these sectors)
• Creating false identities or pretending to represent an organization other than your own
• Processing special categories of sensitive data (Art. 9 GDPR) via the widget — health, ethnicity, political opinion etc.
• Violating the terms of any connected third-party platform (Instagram, WhatsApp, TikTok) — including but not limited to sending bulk unsolicited DMs, impersonation, or any use outside the platform's allowed business-messaging context

8. Your content

Content you upload to NeoFir (FAQ, prices, service descriptions, photos, customer conversations) remains your property. You grant us a non-exclusive, worldwide, royalty-free licence to use it exclusively to operate the service on your behalf:

• LLM processing (Google Gemini) to generate replies
• Vector indexing (embeddings) for RAG
• Display to visitors of your site
• Storage in our database for the duration of your account

This licence automatically terminates on account closure.

You warrant that you have the right to upload that content (e.g., you don't use copyrighted imagery without authorisation) and that it is correct and current. If you display wrong prices or outdated schedule through your fault, NeoFir is not responsible for the consequences.

9. NeoFir intellectual property

The software, design, logos, the names “NeoFir” and “ZYNTHYR”, the documentation and any service improvements are the exclusive property of ZYNTHYR OÜ. These terms grant you no right over these elements except the limited right to use the service per your plan.

Feedback you provide (suggestions, bug reports, feature ideas) may be freely used by us, without attribution or compensation, to improve NeoFir.

10. AI limitations

NeoFir uses external LLMs (currently: Google Gemini 2.5 Flash). AI models can be wrong. Concretely:

• They may answer inaccurately to nuanced questions or with missing context
• They may “hallucinate” information not present in your knowledge base
• They may misinterpret ambiguous requests
• They may produce inappropriate tone in rare cases

You, as organization operator, are responsible to:

• Supervise conversations (real-time dashboard)
• Correctly configure and update your knowledge base
• Intervene with a human reply when the AI gets it wrong

NeoFir does not guarantee 100% accuracy of AI replies. If you identify an error pattern, please notify us at hello@neofir.com — we analyse and adjust prompts.

11. Availability (informal SLA)

We target 99% monthly uptime for API and dashboard. This is informal for plans under €50/month (no contractual SLA credits).

For planned downtime (maintenance, deploy, DB migrations) we notify you by email at least 48h ahead, ideally outside common working hours (00:00–06:00 EET).

Unavailability of Google Calendar, Gemini, Stripe or Resend (third-party providers) is outside our SLA.

12. Third-party services

NeoFir integrates with Google Calendar, Google Gemini, Stripe, Resend, Supabase, Meta (Instagram + WhatsApp Business via Twilio BSP), Twilio (SMS OTP), Sentry and other providers (see full list in Sub-processors or in Privacy Policy · 5 and · 6).

Unavailability, API changes or discontinuation of such services may affect NeoFir functionality. We are not responsible for:

• Price or terms changes at third-party providers
• Their unilateral decisions (e.g., Google changing OAuth policy, TikTok revoking BM API access)
• Security issues at third-party providers, except those arising from our gross negligence in selecting/configuring them

13. Limitation of liability

To the maximum extent permitted by law:

• ZYNTHYR OÜ's total cumulative liability for any cause is limited to the amount you paid in the last 12 months before the event that gave rise to liability
• We are NOT liable for indirect damages, loss of profit, loss of data, loss of business opportunity or moral damages, except in cases of gross negligence or wilful misconduct
• We are NOT liable for the consequences of inaccurate AI replies, provided we have given you the supervision tools (dashboard)
• We are NOT liable for bookings not honoured by your customers (no-show, last-minute cancellations)

These limitations do not apply to: death or personal injury caused by our negligence, fraud, or GDPR breaches where we are direct controller.

14. Indemnification

You indemnify us for any claims, damages, costs (including reasonable legal fees) arising from:

• Your breach of these terms
• Content you upload or process through NeoFir if it infringes third-party rights
• Use of NeoFir contrary to law applicable in your country

This does not apply if the claim arises from our gross negligence or material breach.

15. Termination

By you: at any time, by cancellation (see 6.1). Data is deleted per Privacy Policy · 8 and /data-deletion.

By us: only in these cases:

• Non-payment after 14-day notice
• Serious breach of Acceptable Use (clause 7) — without notice
• Discontinuation of NeoFir as a whole (with minimum 60-day notice + migration assistance)

16. Force majeure

Neither party is liable for delays or impossibility of performance caused by events beyond reasonable control: natural disasters, war, pandemics, global cyber attacks, government actions, major Internet or cloud infrastructure outages (AWS/Google Cloud outage).

17. Governing law and jurisdiction

These terms are governed by Estonian law, without prejudice to mandatory consumer protection rules from your country of residence.

Disputes are resolved by direct negotiation within 30 days. If negotiation fails:

• For businesses (B2B): the competent courts of Tallinn, Estonia
• For EU consumers (B2C): the competent courts of the consumer's country, per Brussels I (Recast) Regulation

EU consumers may also use the European Commission's ODR platform for online resolution.

18. Changes to the terms

We may change these terms with 30 days' email notice for material changes (new prices, new use restrictions, jurisdiction changes). Minor changes (typo fixes, clarifications) take effect immediately.

Continued use after notification = acceptance of new terms. If you disagree, you may cancel without penalty (see 6.1) and we refund the unused part of an annual subscription pro rata.

19. Contact

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