Terms of Service

1. Definitions

In these Terms of Service ("Terms"), the following definitions apply:

• "Platform" — The Cassandra web application accessible at cassandra.it.com, including all related services, APIs, and integrations.
• "Service" or "Services" — All features provided by the Platform, including the AI chat widget, Knowledge Base, voice assistant, widget customization, analytics dashboard, and related tools.
• "User" — Any individual or entity that registers for an account on the Platform.
• "Organization" — A multi-tenant workspace created by a User to manage their AI agent, knowledge base, widget settings, and team members.
• "Widget" — The embeddable AI chat component that Users install on their websites to provide automated customer support to their visitors.
• "AI Agent" — The conversational AI assistant powered by OpenAI that responds to visitor inquiries using the User's Knowledge Base.
• "Knowledge Base" — The collection of documents (PDFs, CSVs, TXT files, images) uploaded by the User that the AI Agent uses for retrieval-augmented generation (RAG) to provide contextual responses.
• "Contact Session" — A visitor chat session initiated through the Widget, including all messages exchanged between the visitor and the AI Agent or human operator.
• "End User" or "Visitor" — A person who interacts with the Widget on the User's website.
• "We," "Us," "Our" — SkyClouds SRLs, the operator of the Platform.

2. Acceptance of Terms

By accessing or using the Platform, you agree to be bound by these Terms, our Privacy Policy, and our Cookie Policy. If you do not agree with any part of these Terms, you must not use the Platform. If you are using the Platform on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms.

We reserve the right to modify these Terms at any time. Material changes will be communicated via email or prominent notice on the Platform at least 30 days before they take effect. Continued use of the Platform after changes become effective constitutes acceptance of the modified Terms.

3. Eligibility

You must be at least 16 years of age to use the Platform. By creating an account, you represent that you meet this age requirement and that all information you provide is accurate and complete. We reserve the right to request verification of your age or identity at any time.

4. Account Registration and Security

To use the Services, you must create an account via our authentication provider (Clerk). You are responsible for:

• Providing accurate, current, and complete registration information.
• Maintaining the security and confidentiality of your account credentials.
• All activity that occurs under your account, including actions by team members you invite to your Organization.
• Immediately notifying us at info@skyclouds.co of any unauthorized access or security breach.

We reserve the right to suspend or terminate accounts that violate these Terms, upon reasonable notice where possible.

5. Description of Services

Cassandra is an AI-powered customer support platform that enables businesses to deploy intelligent chat widgets on their websites. The Platform provides the following core features:

• AI Chat Widget: An embeddable, customizable chat component that provides automated customer support to your website visitors, powered by your Knowledge Base.
• Knowledge Base: Upload and manage documents (PDFs, CSVs, TXT files, images) that train your AI Agent to provide accurate, contextual responses via retrieval-augmented generation (RAG).
• Voice Assistant: AI-powered voice support through Vapi integration, enabling visitors to speak directly with your AI Agent.
• Widget Customization: Full visual customization of the chat widget, including colors, branding, greeting messages, conversation starters, and AI persona configuration.
• Contact Management: View and manage visitor conversations, escalate to human operators, and track contact session history.
• Analytics Dashboard: Monitor conversation volumes, response quality, and AI performance metrics.
• Integrations & Plugins: Connect third-party services and extend your AI Agent's capabilities through custom plugins.
• Team Collaboration: Invite team members to your Organization with role-based access control.

Features may vary by subscription plan. We reserve the right to modify, update, or discontinue features with reasonable notice.

6. Subscription Plans and Payment

6.1 Available Plans

Cassandra offers the following subscription plans:

Feature availability and limits for each plan are detailed on our Pricing page. Prices are in USD and exclusive of applicable taxes.

6.2 Payment Processing

All payments are processed securely by Stripe. By subscribing to a paid plan, you authorize Stripe to charge your payment method on a recurring monthly basis. We never store credit card numbers on our servers. Payment is subject to Stripe's Terms of Service.

6.3 Billing Cycle

Paid subscriptions are billed monthly from the date of initial purchase. Your subscription will automatically renew at the end of each billing cycle unless cancelled. You will receive an email receipt for each payment.

6.4 Plan Changes

You may upgrade or downgrade your subscription at any time from your account settings. Upgrades take effect immediately and are prorated for the remaining billing period. Downgrades take effect at the start of the next billing cycle.

6.5 Cancellation

You may cancel your subscription at any time. Upon cancellation, you will retain access to your current plan features until the end of the current billing period. After the billing period ends, your account will revert to the Starter (free) plan. No partial refunds are provided for the remaining days of a billing cycle.

6.6 Refund Policy

Given the digital nature of the Services, refunds are generally not provided once a billing cycle has started. However, if you experience a significant technical issue that prevents you from using the Services, you may request a refund within 14 days of payment by contacting us at info@skyclouds.co. Each request will be evaluated on a case-by-case basis. This does not affect your statutory rights under EU consumer protection law.

7. User Obligations

By using the Platform, you agree to:

• Use the Services only for lawful purposes and in compliance with all applicable laws and regulations.
• Ensure that all content uploaded to the Knowledge Base (documents, text, images) does not infringe any third-party intellectual property rights.
• Not upload content that is illegal, defamatory, discriminatory, threatening, or otherwise objectionable.
• Not configure your AI Agent to provide medical, legal, or financial advice unless you are qualified and authorized to do so.
• Inform End Users that they are interacting with an AI-powered assistant, in compliance with applicable AI transparency regulations (including the EU AI Act).
• Not attempt to reverse-engineer, decompile, or extract the source code of the Platform.
• Not use automated scripts, bots, or crawlers to access or scrape the Platform beyond normal widget operation.
• Not share your account credentials with unauthorized parties.
• Comply with the usage limits of your subscription plan.

8. Prohibited Use

The following uses of the Platform are strictly prohibited:

• Using the AI Agent to generate or distribute spam, phishing content, malware, or any form of unsolicited communication.
• Training the AI Agent with content that promotes violence, hate speech, discrimination, or illegal activities.
• Using the Platform to collect personal data from End Users without appropriate legal basis or consent.
• Attempting to bypass rate limits, usage quotas, or security measures of the Platform.
• Reselling, sublicensing, or redistributing the Services without our prior written consent.
• Using the voice assistant feature for recording or surveillance purposes without proper consent.
• Impersonating other individuals or entities through AI Agent configuration.
• Any use that could damage, disable, overburden, or impair the Platform or interfere with other Users' use.

Violation of prohibited use policies may result in immediate account suspension or termination without notice.

9. Intellectual Property

9.1 Our Intellectual Property

The Platform, including its software, design, branding, logos, documentation, and all related intellectual property, is owned by SkyClouds SRLs and is protected by applicable copyright, trademark, and other intellectual property laws. These Terms do not grant you any rights to use our trademarks or branding without prior written consent.

9.2 Your Content

You retain full ownership of all content you upload to the Platform, including Knowledge Base documents, AI Agent configurations, and Organization settings. By uploading content, you grant us a limited, non-exclusive, worldwide license to process, store, and display your content solely for the purpose of providing the Services. This license terminates when you delete your content or close your account.

9.3 AI-Generated Content

Responses generated by the AI Agent are derived from your Knowledge Base and OpenAI's language models. You are responsible for the accuracy and legality of AI-generated responses provided to your End Users. We do not claim ownership of AI-generated content but we also do not guarantee its accuracy, completeness, or suitability for any particular purpose.

10. Data Processing and Privacy

We process personal data in accordance with our Privacy Policy and applicable data protection laws (GDPR, Italian Privacy Code).

When you use Cassandra to process End User data through the Widget, you act as the data controller for your End Users' personal data, and we act as your data processor under Article 28 GDPR. You are responsible for:

• Having a lawful basis for collecting End User data through the Widget.
• Providing your End Users with appropriate privacy notices about the use of AI-powered chat.
• Ensuring compliance with applicable data protection laws in your jurisdiction.

For details on cookies and tracking technologies, see our Cookie Policy.

11. Third-Party Services

The Platform relies on third-party services to deliver its functionality. By using the Platform, you acknowledge and agree that your use is also subject to the terms and policies of these providers:

We are not responsible for any interruption, limitation, or failure of third-party services. Outages of these providers do not entitle you to a refund unless the services are unusable for more than 72 consecutive hours.

12. Service Availability

We strive to maintain the Platform available 24/7, but we do not guarantee uninterrupted access. The Services may be temporarily unavailable due to:

• Scheduled maintenance (notified in advance where possible).
• Emergency security patches or critical updates.
• Third-party service outages (see Section 11).
• Force majeure events beyond our reasonable control.

We will make commercially reasonable efforts to minimize downtime and notify affected Users of any extended service interruptions.

13. Limitation of Liability

To the maximum extent permitted by applicable law:

• The Platform is provided "as is" and "as available" without warranties of any kind, whether express or implied, including warranties of merchantability, fitness for a particular purpose, or non-infringement.
• We do not warrant the accuracy, completeness, or reliability of AI-generated responses. The AI Agent's output is based on the content of your Knowledge Base and OpenAI's language models, and may contain errors or inaccuracies.
• We shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform.
• Our total aggregate liability for any claims arising from or related to these Terms shall not exceed the total amount paid by you to us in the 12 months preceding the claim.
• We are not responsible for losses resulting from End User reliance on AI-generated responses, including incorrect information or missed escalations.

Nothing in these Terms shall limit our liability for fraud, willful misconduct, or any liability that cannot be excluded under applicable Italian or EU law (including consumer protection rights under D.Lgs. 206/2005 — Codice del Consumo).

14. Indemnification

You agree to indemnify and hold harmless SkyClouds SRLs, its officers, directors, and employees from any claims, damages, losses, or expenses (including reasonable legal fees) arising from:

• Your violation of these Terms.
• Content you upload to the Knowledge Base that infringes third-party rights.
• Misuse of the AI Agent, including misleading or harmful configurations.
• Your failure to comply with applicable data protection laws when processing End User data through the Widget.
• Claims brought by End Users arising from your use of the Platform.

15. Termination

15.1 Termination by You

You may close your account and terminate these Terms at any time by contacting us or through your account settings. Upon termination, your active subscription will continue until the end of the current billing period, after which your account will be deactivated.

15.2 Termination by Us

We may suspend or terminate your account immediately, with or without notice, if:

• You breach these Terms or our policies.
• Your use poses a security risk to the Platform or other Users.
• Required by law or a regulatory authority.
• Your account has been inactive for more than 24 months.

15.3 Effect of Termination

Upon termination, your right to use the Platform ceases immediately. We will retain your data in accordance with our Privacy Policy retention schedules. You may request export of your data before account closure. After a grace period of 30 days, all your Organization data (Knowledge Base, conversations, settings) will be permanently deleted.

16. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of the Italian Republic and applicable EU regulations, without regard to conflict of law principles.

Any disputes arising from or related to these Terms shall be subject to the exclusive jurisdiction of the Court of Rovigo, Italy, unless the User qualifies as a "consumer" under Italian law (D.Lgs. 206/2005), in which case the competent court of the consumer's place of residence shall have jurisdiction.

You may also use the EU Online Dispute Resolution (ODR) platform to resolve disputes online.

17. Severability

If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it enforceable while preserving its intent. The remaining provisions shall continue in full force and effect.

18. Entire Agreement

These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and SkyClouds SRLs regarding the use of the Platform. Any prior agreements, representations, or understandings, whether written or oral, are superseded by these Terms.

19. Contact Us

If you have any questions about these Terms of Service, please contact us:

• Email: info@skyclouds.co
• PEC: skyclouds@pec.it
• Support: Contact Form
• Address: Corso del Popolo 161, 45100 Rovigo (RO), Italy