Terms of Service

These general license conditions (“ General Conditions ” or “ Agreement ”) govern the terms and conditions for the use of the “Supportfast” software and services provided by Supportfast di Elia Semprebon, with registered office in Via 8 Marzo n. 2 – CAP: 37012, Bussolengo (VR), VAT number 04921160232 (“ Company ”), made available in SaaS mode (“ Services ”) through the website https://supportfast.ai/ and related subdomains (“ Platform ”).

To access the Platform and use the Services, the customer (“ Customer ” and, jointly with the Company, the “ Parties ” and, individually, the “ Party ”) must complete the purchase procedure, register an account and fully accept these General Conditions.

The Customer acknowledges that the following documents form an integral part of these General Conditions:

• Data Processing Agreement (DPA) – Annex A
• Privacy Policy – ​​Annex B

By accepting these General Conditions, the Customer declares to have read and understood the content of these documents and undertakes to respect them.

1. Definitions

1.1 In addition to the terms and expressions defined elsewhere in this Agreement, the terms listed below have the following meanings:

1. “End Customers” : means any natural or legal person who, by visiting one of the Customer’s Domains, interacts with the Chatbots created using the Software (for example, customers, potential customers, suppliers and/or users of the Customer).
2. “Intellectual Property Rights” : means any right relating to inventions, patents, databases, copyright and related rights (including software, source codes, algorithms), industrial secrets (articles 98-99 of the Industrial Property Code, Legislative Decree 10 February 2005, no. 30), designs, models, trademarks, domain names and any other right related to industrial and/or intellectual property, whether registered or not, including the right to request registration thereof.
3. “Customer Domains” : means any domain owned or used by the Customer (e.g. websites, e-commerce, marketplaces, blogs, landing pages) that the Customer wishes to integrate with the Software to create and use customized Chatbots capable of managing assistance to End Customers.
4. “Software” : means the “Supportfast” software, which allows you to create customized Chatbots based on Artificial Intelligence (in particular on the GPT linguistic model) for the complete management of customer support.

2. Object of the General Conditions

2.1 By virtue of these General Conditions and in exchange for payment of the chosen subscription, the Company undertakes to provide the Customer with the following Services in SaaS mode:

1. Access to and use of the Software and the Platform, on the basis of a non-exclusive, non-sublicensable, non-assignable and non-transferable license , valid throughout the world and for the duration of the Agreement (“ License ”).
2. Maintenance and updating of the Software and the Platform.
3. Software Integration with Customer Domains (e.g. websites, e-commerce, marketplaces) to create customized Chatbots for End Customer Support.
4. Possibility for the Customer to train and customize the Chatbots using the data and information contained in their Domains, uploading any additional content deemed relevant.
5. Reporting and analysis of Chatbot activities, available in the Platform dashboard.
6. Technical support provided directly by the Supportfast team.

2.2 Based on the chosen subscription, the Customer may create a limited or unlimited number of Chatbots for End Customer support. The Customer acknowledges that only one Chatbot may be created for each individual Customer Domain integrated with the Software. A Chatbot may not be used on multiple Customer Domains at the same time.

2.3 The Customer acknowledges that the Software uses Artificial Intelligence systems, in particular the GPT linguistic model provided by OpenAI. Therefore, OpenAI may have access to the information uploaded by the Customer and/or End Customers within the Chatbots.

2.4 The use of the Services is subject to the Customer’s registration on the Platform, as described in Article 3, and to the acceptance of these General Conditions.

3. Registration

3.1 To access the Platform and use the Services, the Customer must:

1. Create an account (“ Account ”) on the Platform.
2. Access the Platform with your authentication credentials, once registration is complete.

3.2 To create the Account, the Customer must:

1. Fill out the registration form with the required data (for example, name, surname, email address, username and password).
2. Confirm that you have read the Privacy Policy.
3. Accept these General Conditions.
4. Confirm the registration procedure.

3.3 The Customer chooses a username and password in accordance with the criteria indicated by the Platform. It is the Customer’s sole responsibility to keep the access credentials confidential, which must not be disclosed or made available to third parties.

3.4 The Customer undertakes to promptly inform the Company of any breach of security of his/her Account or unauthorised use of the credentials, by sending a communication to the addresses indicated in Article 14.

3.5 The Customer undertakes to indemnify and hold the Company harmless for any loss or damage resulting from failure to comply with the obligations to safeguard the credentials or from failure to promptly communicate any unauthorised use of the same.

4. Duration of the Contract

4.1 These General Conditions are finalized when the Customer accepts them and are valid for 12 months from the date of subscription (“ Expiry Date ”). On the Expiry Date, the Contract will automatically renew for subsequent periods of one year, unless the subscription is cancelled according to the methods indicated in article 5.3.

5. Subscription, billing and cancellation

5.1 Subscription

5.1.1 To purchase a subscription and use the Services, the Customer must provide their billing information and a valid payment method, which can be updated through the dedicated section in their Account. Unless the subscription is cancelled, it will automatically renew and the related fee will be charged to the payment method indicated by the Customer, based on the chosen billing cycle.

5.1.2 The Company offers various types of subscriptions (e.g. monthly, annual, enterprise). All subscription details (subscription type, activation date, billing date, billing cycle and payment method) are available in the Customer’s Account.

5.2 Billing

5.2.1 Billing Cycle . The subscription fee will be charged automatically on the payment date indicated in the Customer profile (“ Billing Date ”). The frequency of the billing cycle will depend on the type of subscription purchased (e.g. monthly or annual).

5.2.2 Unpaid Payments . If a charge is not successful for reasons not attributable to the Company, the latter reserves the right to suspend access to the Services until the payment is settled.

5.3 Cancellation of subscription

5.3.1 The Customer acknowledges and accepts that the subscription fee is non-refundable . In the event of withdrawal from the Contract by canceling the subscription, the Customer’s Account will be closed at the end of the current billing cycle; the effective date of closure can be consulted in the Customer’s Account.

6. Modification of the General Conditions

6.1 The Company reserves the right to modify these General Conditions, including the subscription fees, for reasons such as:

1. Reasons of public interest and/or security.
2. Need to comply with legislative or regulatory provisions.
3. Updates and technical improvements to the Software or Platform.
4. Improvement and/or modification of the Services, including the possible introduction of new services.
5. Technical, organizational and/or commercial needs that require changes to continue the contractual relationship.

6.2 The changes will be communicated to the Customer in writing, by means of a notice on the Platform and by email to the address indicated by the Customer during registration, with at least 30 days’ notice with respect to the date on which the changes come into force (” Notice Period “).

6.3 If the Customer does not intend to accept the aforementioned changes, he/she will have the right to withdraw from the Contract within the Notice Period, cancelling the subscription as provided for in Article 5.3.

6.4 In the absence of withdrawal within the Notice Period, the changes will be deemed accepted and will become effective and binding for the Customer.

7. Customer Obligations

7.1 The Customer undertakes not to:

1. Circumvent or attempt to circumvent any technical protection measures or technical restrictions applied to the Software and/or the Platform.
2. Analyze, decrypt, decompile, disassemble and/or reverse engineer the Software and/or the Platform, or attempt to do so.
3. Alter, modify and/or process the Software and/or the Platform in any way.
4. Reproduce, modify, adapt or customize the Software and/or the Platform, nor develop derivative products or have third parties develop them.
5. Make or cause to be made any unauthorized copies of the Software and/or the Platform.
6. Commercialize in any form the Services, including the Software and the Platform, without the written authorization of the Company.

7.2 The Customer will use the Services in compliance with the conditions and limits set forth in the purchased subscription, and undertakes not to use a single Chatbot for multiple Customer Domains, as established in Article 2.2.

7.3 The Customer remains solely responsible for the use of the Services and for any data, information, multimedia content or other type of content uploaded, published, displayed or transmitted through the Services, whether by the Customer itself or by the End Customers.

7.4 By accepting these General Conditions, the Customer acknowledges and accepts that:

1. Any improper or non-compliant use of the Software, the Platform and the Services as permitted by this Agreement is prohibited.
2. Nothing in these Terms and Conditions may be interpreted as granting the Customer any rights other than those expressly provided for in the Contract.

8. Intellectual Property

8.1 The Customer shall use the Services in compliance with the Intellectual Property Rights owned by the Company and/or third parties. The Company remains the sole and exclusive owner of all Intellectual Property Rights relating to the Platform and the Software (including the source code), as well as any trademark, distinctive sign or content present on the Platform or in the Software. The Company is also the owner of any personalization or customization made at the request of the Customer.

8.2 The Customer undertakes not to question or prejudice the Company’s rights to the Software and/or the Platform, even in the event of termination, for any reason, of these General Conditions.

8.3 The Customer undertakes to use the Software and the Platform exclusively within the limits of the License granted (article 2.1, letter a).

9. Resolution

9.1 Without prejudice to the provisions of Article 1453 of the Civil Code, the Company may terminate the Contract with immediate effect pursuant to Article 1456 of the Civil Code if the Customer uses the Services in violation of these General Conditions, applicable laws or regulations, or for unlawful purposes, in particular for violations of Articles 2.2, 3.4, 5, 7, 8 and 13.

9.2 In any case, each Party retains the right to bring actions for the termination of the Contract pursuant to Articles 1453 and 1454 of the Civil Code, if the conditions exist.

10. Processing of personal data

10.1 The acceptance and execution of these General Conditions entails the processing of the personal data of the Customer (and of any subjects connected to it, such as agents or employees) by the Company, as independent data controller, for the purposes and in the manner indicated in the Privacy Policy .

10.2 The Customer remains the data controller pursuant to Regulation (EU) 2016/679 (“GDPR”) for the personal data of third parties (including End Customers) processed through the Services. The Company may access and process such data as a data controller pursuant to art. 28 GDPR, exclusively to provide the Services, as regulated by the DPA .

11. Force majeure

11.1 For the purposes of these General Conditions, Force Majeure shall mean any unforeseeable circumstance beyond the control of the Company which temporarily or permanently prevents the fulfillment of the obligations under the Contract (e.g. wars, riots, strikes, unavailability of materials, supplier delays, legislative restrictions, natural events, epidemics, pandemics, calamities, etc.).

11.2 In the event of Force Majeure, the Company may:

1. Suspend or terminate the provision of the Services.
2. Withdraw from the Contract, without the Customer being able to claim any compensation or indemnity.

12. Limits of liability

12.1 The Customer acknowledges that the Services are provided “as is” and are based on constantly evolving technologies. The technical characteristics of the Software may undergo changes necessary for technological updating or for reasons of supply and organization of the service.

12.2 In no event shall the Company be liable for damages suffered by the Customer or third parties in relation to the use of the Services and/or content generated by the Software for an amount greater than the fees actually paid to the Company by the Customer.

12.3 The Company shall also not be liable towards the Customer:

1. For loss of profits, opportunities or for indirect or consequential damages of any nature.
2. For damages caused by improper use of the Software, the Platform or the Services by the Customer.

13. Prohibition of assignment

13.1 The Customer may not assign, even in part, the Contract or the credits deriving from these General Conditions to third parties without the written consent of the Company. Furthermore, the Customer may not sub-license the License or allow third parties to use the Services, without the written authorization of the Company.

14. Communications

14.1 Any communication addressed to the Customer regarding these General Conditions may be made to the email address indicated during registration. It remains the Customer’s responsibility to promptly communicate any change to this email address, updating the data in the Account.

14.2 Communications directed to the Company may be sent to the following addresses:

• Email: [email protected]
• Address : Via 8 Marzo n. 2 – CAP: 37012, Bussolengo (VR), Italy

15. Applicable law and competent court

15.1 These General Conditions are governed by Italian law and interpreted in accordance with it.

15.2 For any dispute concerning the interpretation and/or execution of these General Conditions, the Court of Verona shall have exclusive jurisdiction.

16. Unfair terms

16.1 Pursuant to articles 1341 and 1342 of the Italian Civil Code, the Customer declares to expressly accept the following clauses:

2 (Subject of the General Conditions); 3.5 (Liability for improper use of credentials); 4 (Duration); 5 (Subscription, billing and cancellation); 6 (Modification); 7 (Customer obligations); 8.3 (Obligation to use the License in accordance with the law); 9 (Termination); 11.2 (Force majeure – suspension/withdrawal); 12 (Limits of liability); 13 (Prohibition of assignment); 15 (Applicable law and competent court).

Last revision date: (10/01/2025)