Ce document existe uniquement en polonais et en anglais ; seule la version polonaise fait foi. Vous trouverez ci-dessous la version anglaise.

flowhelp Terms of Service

Version 1.0 of 1 October 2026. Effective from the day it is published on the Website.

This is an English translation of the "Regulamin świadczenia usług flowhelp". The Polish version is binding and prevails in the event of any discrepancy.

§ 1. Definitions

1.1. Capitalised terms in these Terms have the following meanings:

Service Provider: DOLLABROS sp. z o.o. with its registered office in Poznań, described in § 2.
flowhelp or Service: the service provided by the Service Provider by electronic means under the flowhelp brand, described in § 4, comprising the Panel, the Widget and related functions.
Customer: a business (a natural person, a legal person or an organisational unit granted legal capacity by statute) that has concluded the Agreement with the Service Provider in connection with its business or professional activity.
Sole Trader with Consumer Rights: a Customer who is a natural person concluding the Agreement directly related to their business activity, where the content of the Agreement shows that it is not of a professional nature for them, arising in particular from the scope of business activity disclosed in the Polish business register CEIDG (Article 385⁵ of the Civil Code, Article 7aa of the Consumer Rights Act).
User: a natural person using the Panel on behalf of the Customer through their own Account.
Account: an individual User account in the Panel, protected by an e-mail address and a password.
Workspace: a separate part of the Service assigned to the Customer, containing its Assistants, Materials, Conversations, settings and team of Users.
Owner: a User with the owner role in a Workspace.
Panel: the web application available at https://app.flowhelp.ai, used to configure and operate the Service.
Website: the Service Provider's website available at https://flowhelp.ai.
Assistant: a chat assistant configured by the Customer in the Panel that answers Visitors using AI Models on the basis of the Materials.
Widget: the Assistant's chat window embedded on the Customer Website using a code snippet (a <script> tag) provided in the Panel and loaded from https://cdn.flowhelp.ai.
Customer Website: a website on which the Customer embeds the Widget.
Visitor: a person using the Widget on the Customer Website.
Materials: content that the Customer indicates or adds as the Assistant's knowledge source, in particular web pages fetched by the Crawler, text notes and question-answer pairs, as well as the Assistant's instructions, welcome message, name, avatar and other settings.
Crawler: the Service Provider's program fetching web pages indicated by the Customer, identifying itself as FlowhelpBot.
Conversation: a record of the exchange of messages between a Visitor and the Assistant, together with accompanying data (time, answer rating, cited sources).
Contact Form: a form in the Widget, with fields defined by the Customer, used by a Visitor to leave contact details (lead).
Handover: a function whereby a Visitor asks to be contacted by a human and the Service sends the request by e-mail to the Notification Address.
Notification Address: the e-mail address to which the Service sends notifications of Contact Form submissions and Handovers: the address set in the settings of the given action or, if none is set, the notification address set in the Workspace settings or, if none is set either, the e-mail address of the owner's Account.
Unanswered Questions: Visitor questions for which the Assistant found no answer in the Materials, collected in the Insights section of the Panel.
Customer Content: all content and data entered into the Service by the Customer, Users or Visitors or fetched by the Crawler on the Customer's instruction, including Materials, Conversations, Contact Form data and Unanswered Questions.
Answer: content generated automatically by an AI Model within the Service, in particular an Assistant's reply in the Widget or a suggestion in the Panel.
AI Model: an artificial intelligence language model made available by a third party, which the Service uses to create Answers.
Plan: a variant of the Service defining its scope, Allowance and price, described in the Pricing.
Trial: the free period of use of the Service described in § 7.
Message: the billing unit corresponding to one Assistant reply; replies created by more advanced AI Models may count as several Messages.
Allowance: the number of Messages available in a given Plan in a Billing Period.
Billing Period: the period for which the Allowance is granted and, once payments are launched, the fee is paid (one month or one year); during the Trial it is the entire Trial.
Pricing: the page of the Website describing Plans, Allowances and prices.
Agreement: the agreement for the provision of the Service by electronic means concluded between the Service Provider and the Customer on the terms of these Terms.
DPA: the data processing agreement constituting Annex 1 to these Terms.
Privacy Policy: the Service Provider's document describing the processing of personal data for which the Service Provider is the controller, published on the Website.
Terms: these terms of service together with their annexes.
Civil Code: the Polish Act of 23 April 1964, Civil Code.
Consumer Rights Act: the Polish Act of 30 May 2014 on consumer rights.
E-Services Act: the Polish Act of 18 July 2002 on the provision of services by electronic means.
Electronic Communications Law: the Polish Act of 12 July 2024, Electronic Communications Law (Prawo komunikacji elektronicznej).
GDPR: Regulation (EU) 2016/679 of the European Parliament and of the Council (General Data Protection Regulation).
AI Act: Regulation (EU) 2024/1689 of the European Parliament and of the Council laying down harmonised rules on artificial intelligence.
DSA: Regulation (EU) 2022/2065 of the European Parliament and of the Council on a Single Market for Digital Services (Digital Services Act).

§ 2. Service Provider and contact

2.1. The Service Provider is DOLLABROS SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ (a Polish limited liability company) with its registered office in Poznań, address: ul. Stanisława Wyspiańskiego 26B/238, 60-751 Poznań, Poland, entered in the register of entrepreneurs of the National Court Register (KRS) under number 0000918078, kept by the District Court Poznań - Nowe Miasto i Wilda in Poznań, 8th Commercial Division of the National Court Register, tax identification number (NIP) 7831841993, statistical number (REGON) 389772190, share capital PLN 50,000.00.

2.2. The Service Provider is represented by its management board: Patryk Dominik Pusch and Konrad Sierzputowski; each member of the management board represents the company individually.

2.3. The Service Provider may be contacted on all matters, including data protection, complaints and notices of illegal content:

by e-mail: hello@flowhelp.ai,
by asking to be contacted by a human in the chat window on the Website (as a supplementary channel; notices under § 16, complaints and withdrawal statements are best sent by e-mail),
by post to the registered office address given in clause 2.1.

2.4. The Service Provider corresponds in Polish and English.

2.5. The Service Provider has not appointed a data protection officer, as it is not required to do so.

§ 3. General provisions

3.1. These Terms are the terms of service referred to in Article 8 of the E-Services Act. They set out the types and scope of the Services, the conditions of their provision, the conditions for concluding and terminating the Agreement and the complaints procedure.

3.2. The Service is intended exclusively for businesses. Consumers within the meaning of Article 22¹ of the Civil Code may not create Accounts or conclude the Agreement. § 19 additionally applies to Sole Traders with Consumer Rights.

3.3. The Agreement consists of: these Terms, the DPA (Annex 1) and the description of the selected Plan in the Pricing. In matters concerning the processing of personal data entrusted to the Service Provider, the DPA prevails.

3.4. The Enterprise Plan and individual terms (including an availability guarantee) require a separate agreement concluded in written or documentary form. To the extent such separate agreement regulates a matter differently, it prevails over these Terms.

3.5. These Terms are made available free of charge on the Website before the Agreement is concluded, in a manner allowing them to be downloaded, stored and printed. On request, the Service Provider will send these Terms by e-mail.

§ 4. Types and scope of Services

4.1. Under the Agreement, the Service Provider provides the following services by electronic means:

Account and Panel: creating and configuring Assistants, adding Materials (fetching web pages by the Crawler, text notes, question-answer pairs), appearance and language settings, obtaining the Widget code, reviewing Conversations, Unanswered Questions and Contact Form submissions, configuring actions (Contact Form, Handover), managing a team with roles, data settings (Conversation retention period, export of Conversations, deletion of data) and the User profile.
Widget: enabling Visitors to talk to the Assistant on the Customer Website. The Assistant answers on the basis of the Materials, provides links to sources and, when it does not know the answer, says so and may display the Contact Form or offer a Handover.
AI functions in the Panel: in particular a suggested reply to an Unanswered Question ("Suggest an answer") and suggestions for the welcome message and appearance during initial setup, created on the basis of the public content of the Customer Website.
E-mail notifications: messages relating to the Account (e-mail address verification, password reset, team invitations), notifications of Contact Form submissions and Handovers, and sending installation instructions to an address indicated by the User (the "Send to a developer" function). Every e-mail sent by the Service carries a footer with the Service Provider's name and a link to the Privacy Policy.

4.2. The Panel is available in English, Polish, German, French and Italian.

4.3. The scope of functions, including the available groups of AI Models and the Allowance, depends on the Plan and is described in the Pricing and in the Panel.

4.4. Regardless of the Agreement, anyone may use the Website free of charge and without an Account, including reading its content and chatting with the flowhelp assistant embedded on the Website. The agreement for the provision of this service is concluded when use of the Website begins and terminates when the user leaves it. § 5, § 9.1, § 15 and § 16 apply accordingly to this service, and the processing of personal data is described in the Privacy Policy.

4.5. On the Customer Website the Assistant acts on behalf of the Customer. The Service Provider is not a party to the relationship between the Customer and Visitors.

§ 5. Technical requirements and risks

5.1. To use the Panel, the following are required: a device with internet access, a current version of Chrome, Firefox, Safari or Edge with JavaScript and cookies enabled, and an active e-mail account.

5.2. To embed the Widget, it must be possible to add a <script> tag to the code of the Customer Website and to enter the domain of the Customer Website on the list of allowed domains in the Panel. A Visitor needs a current browser with JavaScript enabled. If the Visitor's browser blocks local storage, the Conversation may not continue after moving to another page.

5.3. The Widget does not use cookies. On the Visitor's first interaction with the Widget, it stores in the browser's local storage (localStorage) a random Visitor identifier under the key flowhelp:visitor:<key> (where local storage is unavailable, in the browser's session storage, sessionStorage), used to continue the Conversation. The Panel uses strictly necessary cookies (login session and interface language), described in the Privacy Policy.

5.4. Using services provided by electronic means involves typical risks, in particular: malware, phishing for login credentials, account takeover using a weak or disclosed password, interception of transmissions on unsecured networks, and unsolicited communications. In the case of the Assistant, an additional risk consists of attempts by Visitors to manipulate the AI Model (e.g. instructions hidden in questions), which may lead to Answers inconsistent with the Customer's intention. The Service Provider recommends using strong, unique passwords, not sharing them with others, keeping software up to date and checking that login takes place at https://app.flowhelp.ai.

§ 6. Conclusion of the Agreement, registration and Account

6.1. Registration in the Panel is currently possible only:

with an invitation code provided by the Service Provider, or
without a code, by a person invited to the team of an existing Workspace who creates an Account with the e-mail address to which the invitation was sent.

The Service Provider may change the registration mode, including by enabling registration without a code, and will announce this on the Website.

6.2. To create an Account, a person must provide an e-mail address and set a password (at least 8 characters) and, in the case under clause 6.1 point 1, also enter an invitation code. The registration form contains the sentence "By creating an account, you accept the terms of service and the privacy policy." with links to both documents. Creating an Account means accepting these Terms together with the DPA (Annex 1) and confirming having read the Privacy Policy; the Privacy Policy is informational and does not form part of the Agreement. The Service Provider records the date of acceptance and the version identifier of the accepted documents (for this version: "2026-10-01"). The record is kept for as long as the Account exists (§ 18.5).

6.3. The Agreement is concluded for an indefinite period when a Workspace is created from an Account set up under clause 6.2, between the Service Provider and the business on whose behalf the person creating the Workspace acts. Joining an existing Workspace by invitation does not result in the conclusion of the Agreement (clause 6.5); a User who has joined in that way and then creates their own Workspace concludes the Agreement for that Workspace. The person creating the Workspace represents that they act on behalf of a business and are authorised to conclude the Agreement; at the Service Provider's request, the Customer states its business name, address and tax identification number (NIP or equivalent). A person who concludes the Agreement without authorisation is liable to the Service Provider under general rules.

6.4. The User who created a Workspace becomes its Owner. The Agreement covers all Workspaces created by the Customer or on its behalf. If a User creates a Workspace on behalf of a business other than the existing Customer, they conclude a separate Agreement on behalf of that business under clause 6.3.

6.5. The Owner and administrators may invite further Users to the Workspace by sending an invitation to their e-mail address (valid for 7 days). The available roles are: owner, administrator, editor and viewer; the scope of rights of each role is described in the Panel. All roles can view the content of Conversations; export and deletion of Conversations and Contact Form submissions are reserved for the owner and administrator, and Unanswered Questions may also be deleted by editors. Team members can see each other's names and e-mail addresses. An invited User creates an Account under clause 6.2 (without an invitation code) and acts on behalf of the Customer. The creation of an Account by a person invited to an existing Workspace does not result in the conclusion of a separate Agreement or a separate DPA; the User accepts these Terms as regards the rules for using the Account, and the Customer remains the party to the Agreement.

6.6. The Customer is liable for the acts and omissions of Users as for its own and ensures that only authorised persons have access to the Workspace. The Customer promptly revokes access for Users who should no longer have it.

6.7. Data provided at registration and in the Panel must be true. Changing the Account e-mail address is not currently available in the Panel; please contact the Service Provider in this regard.

6.8. An Account is assigned to one natural person. Creating Accounts by automated means and sharing login credentials with other persons is prohibited. The User promptly notifies the Service Provider of any suspected unauthorised access to the Account.

§ 7. Trial, Plans and Allowances

7.1. Plans, their Allowances, available groups of AI Models and prices are described in the Pricing. The Enterprise Plan is priced individually.

7.2. Every new Workspace begins with a Trial. The Trial is free of charge and does not require payment card details. The duration and Allowance of the Trial are set out in the Pricing; on the date these Terms enter into force they are 14 days and 100 Messages. During the Trial only the group of fast AI Models is available.

7.3. After the Trial ends, further use of the Service may require selecting a paid Plan under § 8. Until such selection, the Service Provider may limit the operation of the Service, in particular suspend replies in the Widget. Until payments are launched, the Service Provider may extend the Trial or make the Service available free of charge to the extent indicated in the Panel. The end of the Trial does not cause Customer Content to be deleted; termination of the Agreement is governed by § 17.

7.4. The Allowance is counted per Billing Period. The way Messages are counted, including multipliers for more advanced AI Models, is indicated in the Pricing or the Panel. Allowance usage is visible in the Panel.

7.5. After 100% of the Allowance is used, the Assistant continues to answer, but using a cheaper AI Model selected by the Service Provider, which may reduce the quality of Answers.

7.6. After 200% of the Allowance is used, the Assistant stops replying until the start of the next Billing Period, a change of Plan or an increase of the Allowance (e.g. by a top-up once payments are launched). During this time a Visitor may receive a message that the Assistant is unavailable.

7.7. Answers given after 100% of the Allowance is exceeded are not charged additionally. The Service Provider does not charge for usage above the Allowance without the Customer's prior decision (e.g. purchase of a top-up).

7.8. Irrespective of the Allowance, the Service Provider applies technical limits protecting the Service against abuse and excessive costs, in particular a daily usage cap per Assistant and limits on the number of messages and Contact Form submissions per Visitor, per IP address and per Assistant. The Service Provider may change these limits to the extent necessary to protect the Service.

§ 8. Payments

8.1. On the date these Terms enter into force, payments have not been launched. Until they are launched, the Service is provided free of charge within the Trial (or its extension referred to in § 7.3). The Service Provider will not charge the Customer any fee without the Customer's prior express selection of a paid Plan and provision of payment details.

8.2. The Service Provider will notify Customers of the launch of payments by e-mail and additionally, where the Panel allows, by a notice in the Panel, at least 14 days in advance, stating the launch date and the payment operator. Clauses 8.3 to 8.11 apply from that date.

8.3. Paid Plans are provided as a subscription paid in advance for a monthly or annual Billing Period. The terms of the annual subscription are set out in the Pricing.

8.4. Prices are stated in the Pricing in US dollars (USD). Prices may be increased by taxes due under the laws applicable to the Customer (e.g. value added tax or a similar tax), charged by the Service Provider or by the payment operator. Bank and currency conversion costs on the Customer's side are borne by the Customer.

8.5. Payments are handled by an external payment operator. If the operator acts as the seller (Merchant of Record), the Customer purchases access to the paid Plan from the operator, on the operator's terms, and the operator accepts the payment, charges taxes, issues sales documents and handles refunds. The Service Provider remains responsible for providing the Service in accordance with these Terms.

8.6. The subscription renews automatically for the next Billing Period until the Customer cancels it in the Panel or with the payment operator. Cancellation takes effect at the end of the paid Billing Period. The fee for a commenced Billing Period is non-refundable unless these Terms (in particular clause 8.10, § 11.5, § 17.3, § 19, § 20.3, § 21.6 and § 10.3 of the DPA) or mandatory law provide otherwise.

8.7. The rules for upgrading or downgrading a Plan, including any proportional settlement, are presented by the Panel or the payment operator before the change is confirmed.

8.8. Top-ups are a one-off increase of the Allowance on the terms and at the price set out in the Pricing.

8.9. A price change does not apply to paid Billing Periods. The new price applies from the next Billing Period, provided the Service Provider notifies the Customer at least 14 days in advance; the Customer may cancel the subscription before the change takes effect.

8.10. If the Service Provider terminates the Agreement with notice through no fault of the Customer, it ensures a refund, directly or through the payment operator, of a proportional part of the fee for the unused, paid period. Refunds in the other cases indicated in clause 8.6 are made in the same way.

8.11. If a payment fails, the Service Provider may, after notifying the Customer, limit the Service to the free scope or suspend the Widget until payment is made. Customer Content is not deleted for this reason before the Agreement is terminated.

8.12. The Customer agrees to receive invoices and other billing documents in electronic form.

§ 9. Customer obligations

9.1. Lawful use. The Customer uses the Service in accordance with the law, these Terms and good practice. Providing unlawful content is prohibited, including content infringing third-party rights (copyright, trademarks, personal rights, trade secrets), inciting hatred or violence, pornographic content involving minors, terrorist content, misleading content or content constituting unfair commercial practices.

9.2. Rights to Materials. The Customer warrants that it holds the rights (copyright, licences, consents) to the Materials, including content fetched by the Crawler, and that their use in the Service does not infringe third-party rights or the law.

9.3. Crawler only on own websites. The Customer indicates for fetching only websites that it controls or for which it has the owner's consent. The Crawler identifies itself as FlowhelpBot and respects the robots.txt file. Using the Crawler to circumvent security measures, access restrictions or paywalls, or to fetch other parties' content, is prohibited.

9.4. Informing Visitors. With respect to Visitors' data, the Customer is the controller of personal data. In particular, the Customer:

provides Visitors with the information required by Articles 13 and 14 GDPR, including on the use of the Assistant, on the Service Provider as processor, on sub-processors and on transfers of data outside the European Economic Area (Annex A to the DPA), and information that the Service Provider, as a separate controller, processes server logs of requests to the Widget for security and abuse prevention, with a link to the Privacy Policy (§ 13.1);
enters the address of its privacy policy in the Panel, in the Appearance section, so that the Widget can display a "Privacy policy" link with the consent request and below the Contact Form and the Handover form;
informs Visitors that an identifier is stored in the browser's local storage (Article 399 of the Electronic Communications Law);
selects in the Panel the Widget consent mode (conversation immediately, conversation after clicking "I agree", or Widget hidden until the Customer Website passes consent, e.g. from its consent management platform) appropriate to the legal basis for processing it has adopted. The Widget does not record or remember the consent click and cannot serve as proof that consent was given;
if it passes identifiers of its logged-in users to the Widget, passes technical identifiers rather than e-mail addresses or other directly identifying data, and protects the secret used to sign them;
sets the Conversation retention period and handles requests from data subjects using the tools described in the DPA.

9.5. AI disclosure. The Widget always informs that the conversation is conducted with an artificial intelligence system: it displays an "AI" badge, which cannot be switched off, and an information sentence, which the Customer may edit but may not remove. The Customer may not remove, hide, cover or otherwise weaken this disclosure (including by means of styles, scripts or other elements of the Customer Website), may not change the information sentence so that it misleads as to the involvement of AI, and may not instruct the Assistant (in instructions, Materials, name or avatar) to present itself as a human or deny that it is AI. Giving the Assistant a name or avatar is permitted, provided that it does not mislead as to the fact that the Visitor is talking to AI.

9.6. Prohibited and high-risk AI uses. The Customer may not use the Service for practices prohibited by Article 5 of the AI Act (in particular subliminal or purposefully deceptive manipulation, exploitation of vulnerabilities due to age, disability or social or economic situation, social scoring), to impersonate a human or another person, brand or institution, or, without a separate written agreement with the Service Provider, for the high-risk uses listed in Annex III to the AI Act (e.g. recruitment and evaluation of workers, creditworthiness assessment, decisions on access to essential services or education). The Customer does not take decisions producing legal effects concerning Visitors or similarly significantly affecting them solely on the basis of Answers. The Customer ensures that persons operating the Assistant on its behalf have sufficient knowledge to use it properly (Article 4 of the AI Act).

9.7. No specially protected data. The Service is not intended for processing special categories of personal data (Article 9 GDPR), data relating to criminal convictions and offences (Article 10 GDPR), national identification numbers (such as PESEL) and identity document numbers, payment card data or passwords. The Customer does not configure the Contact Form, Materials or Assistant instructions to collect such data and does not direct the Assistant at children. Since Visitors may enter such data on their own initiative, the Customer should discourage this in the welcome message or instructions and set an appropriately short Conversation retention period. The Customer limits personal data in the Materials to what is necessary.

9.8. Access security. The Customer ensures that Users use strong passwords and do not share them, and that the Widget's list of allowed domains covers only Customer Websites.

9.9. External resources. If the Customer indicates the address of an avatar or other resource stored outside the Service, the Visitor's browser connects directly to that address; the Customer is responsible for that resource and the related processing of data.

9.10. Prohibited technical activities. The following are prohibited in particular: disrupting the Service, including attacks and excessive load; circumventing Allowances and technical limits; testing security without the Service Provider's consent; introducing malware; sending unsolicited commercial communications; systematically extracting data from the Service; decompiling and reverse engineering except where permitted by law; reselling or making the Service available to third parties without the Service Provider's consent.

9.11. Third-party claims. If a third party brings a claim against the Service Provider arising from Customer Content, the Assistant's configuration or the Customer's breach of § 9, the Customer will indemnify the Service Provider and cover the damages awarded and reasonable defence costs, provided that the Service Provider promptly notifies the Customer of the claim and allows it to participate in the defence.

§ 10. Artificial intelligence

10.1. Answers are created automatically by AI Models on the basis of the Assistant's instructions, matching excerpts of the Materials, the question and the latest messages of the Conversation. The Service Provider does not review Answers before they are displayed.

10.2. The Assistant is configured to answer on the basis of the Materials, cite sources and say when it does not know the answer. Nevertheless, Answers may be incorrect, incomplete, outdated, inconsistent with the Materials or misleading, including as a result of manipulation attempts by Visitors. The quality of Answers depends largely on the quality and currency of the Materials and on the selected AI Model.

10.3. Answers are not legal, medical, tax, financial, investment or other professional advice. The Customer may not present them as such advice. If the Customer operates in a regulated field, it ensures appropriate disclaimers and human oversight.

10.4. The Customer is responsible for the Materials, the Assistant's configuration (instructions, choice of AI Model, actions, consent mode), keeping the Materials up to date (including re-fetching and re-indexing them after changes), reviewing Conversations and Unanswered Questions, and the way it uses Answers in its relationship with Visitors. The Customer checks suggestions created in the Panel (e.g. "Suggest an answer") before using them.

10.5. The Service uses AI Models available through OpenRouter, Inc. The default AI Model is a Google Gemini model from the group of fast models; depending on the Plan, the Customer may select other AI Models, including models from OpenAI, Anthropic and other providers. The Service Provider may change the available AI Models and default settings where availability, quality, costs or security so require.

10.6. The Service Provider does not train or fine-tune AI Models on Customer Content. The "Retrain now" function in the Panel, like the automatic reprocessing of Materials included in some Plans, means re-fetching and re-indexing the Materials, not training a model. Requests to AI Models are routed only to providers that, according to OpenRouter's classification, do not collect data from requests (setting data_collection: deny); providers may process requests for a limited time on the terms of their own agreements, e.g. to detect abuse. To search the Materials, their excerpts and Visitors' questions are converted into numeric vectors (embeddings) by CoinAxe Ltd (deAPI).

10.7. The Visitor's identifier, IP address, the address of the page on which the Conversation takes place and Contact Form data are not passed to the AI Model. The content of questions is passed as entered by the Visitor, without automatic removal of personal data.

10.8. The Service Provider has designed the Widget so that Visitors are informed that they are interacting with an AI system (Article 50(1) of the AI Act). The Customer's obligations in this respect are set out in § 9.5.

§ 11. Availability and changes to the Service

11.1. The Service Provider uses reasonable efforts to ensure that the Service operates continuously and correctly, but does not guarantee uninterrupted availability or specific performance parameters. An availability guarantee (SLA) is possible only in the Enterprise Plan under a separate agreement.

11.2. The Service Provider may interrupt the Service for maintenance, updates and to remedy failures. Where possible, the Service Provider gives advance notice of planned interruptions in the Panel or by e-mail. Urgent work, in particular related to security, may be carried out without notice. The Service Provider may carry out maintenance, diagnostics and support with the help of AI tools of the provider listed in Annex A to the DPA (item 6), to the extent necessary for the given task.

11.3. The operation of the Service also depends on third parties, in particular the hosting provider, AI Model providers, e-mail services, DNS and the internet.

11.4. The Service Provider develops the Service and may add, change or withdraw functions. Functions marked as experimental are provided as they are and may be withdrawn at any time. With respect to a Sole Trader with Consumer Rights, § 19.9 applies.

11.5. If the withdrawal of a function materially limits a paid Plan, the Service Provider gives notice at least 14 days in advance, and the Customer may, until the date of withdrawal, terminate the Agreement with immediate effect and receive a refund of a proportional part of the fee for the unused period under clause 8.10.

11.6. Backups are made solely to restore the Service after a failure and are not an archive for the Customer. The Service Provider does not guarantee restoration of data from a backup at the Customer's request. The Customer should keep its own copies of the Materials and regularly export the Conversations it needs.

§ 12. Intellectual property

12.1. Customer Content remains the property of the Customer or its licensors. The Service Provider acquires no rights to it other than the licence set out in clause 12.2.

12.2. The Customer grants the Service Provider a non-exclusive, royalty-free, territorially unlimited licence to use Customer Content, for the term of the Agreement and the period necessary to delete data in accordance with § 18, solely to provide the Service, ensure its security and comply with legal obligations, in the following fields of use (pola eksploatacji): recording and reproduction in the memory of IT systems, processing (including splitting into excerpts, indexing, conversion into numeric vectors and passing to AI Models), transmission to sub-processors, and making available in the Widget on the Customer Website and in the Panel to Users. The licence includes the right to grant sublicences to sub-processors to the extent necessary to provide the Service.

12.3. The Service Provider claims no rights to Answers. To the extent any rights subsist in Answers, as between the parties they may be used by the Customer. AI-generated content may not be protected by copyright.

12.4. The Service software, including the Panel, the Widget code, the Website, their design and documentation, and the flowhelp designation belong to the Service Provider or its licensors. The Service Provider grants the Customer, for the term of the Agreement, a non-exclusive and non-transferable licence to use the Service in accordance with these Terms, including to embed the Widget code on Customer Websites.

12.5. The Service Provider may use, without remuneration, comments and suggestions concerning the Service provided by the Customer or Users.

12.6. The Service Provider may use aggregated data on the use of the Service (e.g. number of Messages, costs, errors), containing no Customer Content or personal data, to maintain and develop the Service.

§ 13. Personal data protection

13.1. The Service Provider is the controller of the personal data of:

Users, persons contacting the Service Provider and persons using the Website, including the flowhelp assistant on the Website;
e-mail addresses to which the Service sends messages, including the Notification Address;
web server logs recording requests to the Widget (loading of the Widget scripts, its configuration and requests to the API: IP address, time, request, User-Agent, Referer; kept for 14 days) and request rate-limit counters based on a hash of the IP address, processed to ensure the security of the Service and prevent abuse (Article 6(1)(f) GDPR).

The rules of this processing, including information on cookies and browser storage, are described in the Privacy Policy.

13.2. With respect to personal data contained in Customer Content, in particular Visitors' data, including in the content of notifications of Contact Form submissions and Handovers, the Customer is the controller and the Service Provider is the processor. The terms of processing are set out in the DPA, concluded together with acceptance of these Terms.

13.3. The Service is hosted on OVH servers in Germany (EU). Sub-processors, including those located outside the European Economic Area and the provider of AI tools supporting technical maintenance and support of the Service, are listed in Annex A to the DPA.

§ 14. Liability

14.1. The parties are liable for non-performance or improper performance of the Agreement under general rules, subject to the limitations set out in this section.

14.2. The Service Provider is not liable for:

Customer Content, including its lawfulness, accuracy and currency, or for the Assistant's configuration;
the content of Answers to the extent it results from the characteristics of AI Models described in § 10, or for decisions taken by the Customer, Visitors or other persons on the basis of Answers;
interruptions and disruptions caused by force majeure, internet failures, actions of third parties beyond the Service Provider's reasonable control, or the devices and software of the Customer or Visitors;
the consequences of use of the Account by third parties if they gained access because the Customer or a User failed to secure login credentials;
the consequences of limiting, suspending or interrupting the Service in accordance with these Terms.

14.3. The Service Provider is not liable for lost profits (including lost revenue, customers and business opportunities) or for loss of goodwill.

14.4. The Service Provider's total liability under the Agreement (including the DPA) is limited to the amount of fees actually paid by the Customer for the Service in the 12 months preceding the event giving rise to the damage, but not less than the equivalent of USD 100, converted at the average exchange rate of the National Bank of Poland on the day preceding the day the claim is notified.

14.5. The limitations and exclusions of liability do not apply to damage caused to the Customer intentionally (Article 473 § 2 of the Civil Code) or to cases where mandatory law excludes them. With respect to a Sole Trader with Consumer Rights, § 19.6 applies.

14.6. This section does not limit the parties' liability towards data subjects under Article 82 GDPR.

§ 15. Complaints

15.1. A complaint concerning the Service is submitted by e-mail to hello@flowhelp.ai or in writing to the Service Provider's registered office address. As a supplementary channel, a person may also ask to be contacted in the chat window on the Website.

15.2. A complaint should include: identification of the Customer and the Account e-mail address (if an Account exists), a description of the problem with the date it occurred, and the expected resolution.

15.3. The Service Provider handles a complaint within 14 days of receipt and sends its response by e-mail to the address from which the complaint was received or to the address indicated in the complaint. If the complaint needs to be supplemented, the Service Provider requests this, and the time limit runs from receipt of the supplement.

15.4. Appeals against decisions concerning illegal content are handled under § 16.7.

15.5. The complaints procedure does not limit the statutory rights of a Sole Trader with Consumer Rights (§ 19).

§ 16. Illegal content and content moderation (DSA)

16.1. In storing Customer Content, the Service Provider provides a hosting service within the meaning of Article 3(g)(iii) DSA. The Service Provider does not disseminate Customer Content to the public on its own initiative and is not an online platform.

16.2. The single point of contact for the authorities of the Member States, the European Commission and the European Board for Digital Services (Article 11 DSA) and for recipients of the service (Article 12 DSA) is the e-mail address hello@flowhelp.ai. Communication takes place in Polish and English and is handled by a human, not solely by automated means.

16.3. Any person may notify content they consider illegal by e-mail to the address in clause 16.2 (Article 16 DSA). As a supplementary channel, a person may also ask to be contacted in the chat window on the Website, but the full notice is best sent by e-mail. The notice should contain:

a sufficiently substantiated explanation of why the content is illegal;
a clear indication of where the content is located (e.g. the address of the Customer Website on which the Widget operates, the Assistant's name, a screenshot, an excerpt of the Conversation) and other information enabling its identification;
the name and e-mail address of the notifier, unless the notice concerns offences referred to in Articles 3 to 7 of Directive 2011/93/EU;
a statement that the notifier believes in good faith that the information and allegations contained in the notice are accurate and complete.

16.4. The Service Provider confirms receipt of the notice without undue delay (if contact details are provided), processes it in a timely, diligent, objective and non-arbitrary manner, and then informs the notifier of its decision and the available means of redress. The Service Provider does not use automated means to process notices or take decisions.

16.5. If content is found to be illegal or incompatible with these Terms, the Service Provider may remove the content or disable access to it, suspend the Assistant or Widget, suspend the Account or terminate the Agreement (§ 17). The Service Provider provides the Customer, at the latest when the restriction is imposed, with a clear and specific statement of reasons (Article 17 DSA), covering: the type, scope (including territorial scope) and duration of the restriction; the facts and circumstances relied on, including whether the decision was taken on the basis of a notice or on the Service Provider's own initiative; information on the use (or non-use) of automated means; the legal ground or provision of these Terms relied on, with an explanation; and the available means of redress. No statement of reasons is provided where law or an order of an authority prohibits it.

16.6. The Service Provider does not generally monitor Customer Content or actively seek facts indicating illegal activity. It acts on the basis of notices, orders of authorities (Articles 9 and 10 DSA, informing the authority of the effect given to them) and information obtained otherwise, e.g. when handling complaints or reports of abuse. Content decisions are taken by humans. The Service Provider does not use its own automated tools to assess content; AI Model providers may apply their own safety filters, as a result of which the Assistant may refuse to answer. Technical traffic limits (§ 7.8) are not content moderation.

16.7. The Customer and the notifier may appeal against a decision within 6 months of being informed of it, by e-mail to the address in clause 16.2. The appeal is considered by a member of the Service Provider's management board within 14 days. This does not exclude the right to pursue claims in court.

16.8. If the Service Provider becomes aware of information giving rise to a suspicion that a criminal offence involving a threat to the life or safety of a person or persons has been, is being or is likely to be committed, it promptly informs the law enforcement or judicial authorities of the Member State or Member States concerned of its suspicion and provides all relevant information available; where it cannot identify the Member State concerned with reasonable certainty, it informs the law enforcement authorities of the Member State in which it is established, or Europol, or both (Article 18 DSA).

16.9. With respect to a person who frequently submits manifestly unfounded notices, the Service Provider may, after a prior warning, suspend the processing of that person's notices for a reasonable period.

§ 17. Term, suspension and termination of the Agreement

17.1. The Agreement is concluded for an indefinite period.

17.2. The Customer may terminate the Agreement at any time, without notice, by deleting the Workspace in the Panel or by sending a request by e-mail. Deletion by the Customer of all its Workspaces constitutes termination of the Agreement. A User may delete their Account in the Panel (Settings → Profile and, before a Workspace is created, also on the Workspace creation screen) unless they are the sole owner of an active Workspace; in that case they must first delete that Workspace (Settings → Data) or contact the Service Provider. Fees are refunded only in the cases indicated in § 8.6.

17.3. The Service Provider may terminate the Agreement with 30 days' notice, notifying the Customer by e-mail. In such case § 8.10 applies and, with respect to a Sole Trader with Consumer Rights, § 19.7.

17.4. The Service Provider may terminate the Agreement with immediate effect, notifying the Customer by e-mail with the reason, in the event of a gross breach of these Terms by the Customer or a User, in particular:

providing illegal content (§ 9.1);
using the Service for practices prohibited by the AI Act, impersonating a human, or removing or weakening the AI disclosure (§ 9.5 and 9.6);
attacks on the Service, circumvention of security measures or Allowances, or other abuse (§ 9.10);
using the Crawler to fetch other parties' websites without authorisation (§ 9.3);
providing false data at registration, or conclusion of the Agreement by a consumer;
failure to pay despite a reminder and the lapse of 14 days from the payment due date;
a repeated breach of these Terms after a prior request to cease.

17.5. Instead of terminating the Agreement, the Service Provider may temporarily suspend the Assistant, Widget or Account where necessary to stop a breach, remove a security threat or comply with an order of an authority, for the time necessary to remove the cause. The Service Provider informs the Customer of the suspension and its reason, unless prohibited by law or an order of an authority.

17.6. Upon termination of the Agreement, access to the Service ends and data is deleted in accordance with § 18.

§ 18. Deletion of data and export

18.1. Before deleting a Workspace, the owner or an administrator may export Conversations in CSV or JSON format in the Panel (Settings → Data). The export in the Panel covers Conversations only. The Service Provider also provides an export of Conversations, Contact Form submissions and Unanswered Questions on request, under § 15.1 point 1 of the DPA. The Customer may copy the Materials and configuration from the Panel itself.

18.2. Deleting a Workspace in the Panel is irreversible and results in its immediate deactivation: the Assistant stops replying and Users lose access to its data. All Workspace data (Conversations, Contact Form submissions, Unanswered Questions, Materials, configuration, memberships, invitations and event log entries) is permanently deleted no later than after 30 days. Data disappears from backups within the following 14 days, as the backups rotate.

18.3. If the Service Provider terminates the Agreement, the Customer may export Conversations in the Panel until the notice period expires. Regardless of how the Agreement is terminated, the Customer may, within 14 days of deletion of the Workspace or termination of the Agreement, request by e-mail an export of Conversations, Contact Form submissions and Unanswered Questions; the Service Provider will provide it within 14 days of the request through a secure download link valid for 7 days (the export file is deleted when it expires), not as an e-mail attachment, unless prohibited by law or an order of an authority (§ 15.1 point 1 of the DPA). After termination of the Agreement, the time limits in clause 18.2 apply.

18.4. During the term of the Agreement:

the owner and administrators may delete individual Conversations and any Contact Form submission in the Panel (the Panel lists all submissions, split into pages);
the owner, administrators and editors may delete individual open Unanswered Questions shown by the Panel in the Insights section (up to 100 at a time); other Unanswered Questions, including those marked as ignored or resolved, are deleted by the Service Provider at the Customer's request; deleting an Unanswered Question does not delete a question-answer pair that the Customer created from it, because its text forms part of the Materials and is deleted by deleting that source in the Panel (§ 12.1 point 2 of the DPA);
Conversations older than the set retention period (30, 90 or 365 days or unlimited; 90 days by default) are deleted automatically once a day;
Contact Form submissions and Unanswered Questions are kept until they are deleted by the Customer or the Workspace is deleted.

18.5. Deleting an Account results in the prompt and permanent deletion of the Account data, including the record of acceptance of documents (§ 6.2). Such data disappears from backups within the following 14 days. This does not apply to data whose retention is required by law.

18.6. The deletion time limits do not apply to data whose retention is required by law or an order of a competent authority.

§ 19. Sole Trader with Consumer Rights

19.1. This section applies to a Sole Trader with Consumer Rights and prevails over other provisions of these Terms.

19.2. Articles 385¹ to 385³ of the Civil Code apply to a Sole Trader with Consumer Rights (Article 385⁵ of the Civil Code).

19.3. A Sole Trader with Consumer Rights may withdraw from the Agreement within 14 days of its conclusion without giving any reason. It is sufficient to send a statement before the deadline by e-mail to hello@flowhelp.ai or by post to the Service Provider's registered office. The model withdrawal form set out in Annex 2 to the Consumer Rights Act may be used, but this is not mandatory. The Service Provider promptly confirms receipt of the statement by e-mail.

19.4. Withdrawal during the Trial involves no costs. If a Sole Trader with Consumer Rights requested that provision of a paid Plan begin before the end of the withdrawal period, after withdrawing they pay for the Service provided up to the moment of withdrawal, in proportion to its scope (Article 35 of the Consumer Rights Act). The request referred to in the second sentence is made by the Sole Trader with Consumer Rights expressly when purchasing the paid Plan, and the Service Provider or the payment operator confirms it by e-mail. The purchase of a paid Plan opens a new 14-day withdrawal period with respect to that purchase. The remaining part of the fee is refunded within 14 days of receipt of the statement, using the same means of payment (or through the payment operator referred to in § 8.5). The right of withdrawal does not apply in the cases set out in Article 38 of the Consumer Rights Act, in particular where the Service has been fully performed with the express consent of the Sole Trader with Consumer Rights, who was informed before performance began that they would lose the right of withdrawal once the Service Provider had performed.

19.5. The Service Provider is liable to a Sole Trader with Consumer Rights for the conformity of the Service with the Agreement under Chapter 5b of the Consumer Rights Act (Article 43h et seq.), including for a lack of conformity existing at the time of supply or becoming apparent during the period in which the Service is to be supplied under the Agreement. A Sole Trader with Consumer Rights has the rights provided for in that Chapter, in particular to demand that the Service be brought into conformity with the Agreement, to a price reduction or to withdraw from the Agreement (Articles 43k to 43m of the Consumer Rights Act). § 7.3, § 11, § 14 and § 17.5 do not exclude or limit these rights. Complaints in this respect are submitted under § 15.

19.6. Clause 9.11, the second sentence of clause 11.6, § 14.2 points 2 to 5, § 14.3 and § 14.4 do not apply to a Sole Trader with Consumer Rights, and no provision of these Terms excludes or limits the Service Provider's liability to them for non-performance or improper performance of an obligation (Article 385³ point 2 of the Civil Code). The Service Provider is liable to them under the general rules of the Civil Code and Chapter 5b of the Consumer Rights Act.

19.7. The Service Provider may terminate the Agreement with a Sole Trader with Consumer Rights with 30 days' notice only for important reasons, namely: cessation of the provision of the Service or a part of it, a change in law or a decision of an authority preventing further provision of the Service on the existing terms, no activity in the Workspace for at least 12 months, and a breach of these Terms. The right to terminate the Agreement with immediate effect (§ 17.4) remains unaffected.

19.8. Disputes with a Sole Trader with Consumer Rights are resolved by the court having jurisdiction under general rules.

19.9. The Service Provider may change the Service in a way that is not necessary to keep it in conformity with the Agreement only for the reasons set out in § 20.1, at no additional cost to the Sole Trader with Consumer Rights and after informing them clearly of the change. If the change materially and negatively affects access to or use of the Service, the Service Provider informs them of it in advance by e-mail, and the Sole Trader with Consumer Rights may terminate the Agreement free of charge within 30 days of the change or of receiving the information, whichever is later (Article 43n of the Consumer Rights Act); § 8.10 then applies.

§ 20. Changes to these Terms

20.1. The Service Provider may change these Terms for important reasons, namely: a change in law or its interpretation, a decision or order of an authority, the introduction, change or withdrawal of functions or Plans, the launch of payments, security considerations, a change of sub-processors, the correction of errors and ambiguities, and a change of the Service Provider's details.

20.2. The Service Provider notifies of a change by e-mail to the addresses indicated in clause 21.5 and additionally, where the Panel allows, by a notice in the Panel, at least 14 days before it takes effect, making available the new text of the Terms and a description of the changes. A shorter period is possible only where required by law or an order of an authority, or where the change is necessary to remove an immediate threat to the security of the Service.

20.3. A Customer who does not accept the changes may terminate the Agreement under § 17.2 before they take effect; in such case the existing Terms apply until termination and the Customer receives a refund of a proportional part of the fee for the unused period under § 8.10. Continued use of the Service after the changes take effect constitutes their acceptance.

20.4. Changes do not have retroactive effect. A change of sub-processors also takes place under § 10 of the DPA.

§ 21. Final provisions

21.1. The Agreement is governed by Polish law.

21.2. Disputes with Customers are resolved by the common court having territorial jurisdiction over the Service Provider's registered office (Poznań), to the extent permitted by the rules on contractual jurisdiction, subject to § 19.8.

21.3. If any provision of these Terms proves invalid or ineffective, the remaining provisions remain in force, and the invalid provision is replaced by a lawful provision closest to its economic purpose.

21.4. These Terms are drawn up in Polish and the Polish version is binding. Versions in other languages are translations; in the event of any discrepancy, the Polish version prevails.

21.5. Correspondence between the parties takes place by e-mail: from the Service Provider to the Account e-mail addresses of the Workspace owners and administrators and to the notification address set in the Workspace settings (if one is set), and from the Customer to the address given in § 2.3. In particular, notices of changes to these Terms, of changes of sub-processors and of personal data breaches are sent in this way. The Customer is responsible for keeping these addresses up to date.

21.6. The Customer may not transfer its rights or obligations under the Agreement to a third party without the Service Provider's consent. The Service Provider may transfer the Agreement to a legal successor or to the acquirer of its enterprise or of the part of it comprising the Service, notifying the Customer at least 14 days in advance; during that time the Customer may terminate the Agreement under § 17.2; § 8.10 then applies.

21.7. These Terms, version 1.0 of 1 October 2026, are effective from the day they are published on the Website. When these Terms are accepted in this version, the version identifier "2026-10-01" is recorded (§ 6.2).

21.8. Customers who created a Workspace before these Terms were published on the Website (Accounts created by invitation during the test period) receive these Terms together with the DPA and the Privacy Policy by e-mail to the addresses indicated in clause 21.5. The Terms and the DPA bind them from the day they receive that message. A Customer who does not accept them may terminate the Agreement at any time under § 17.2, at no cost.

21.9. Annex 1: Data Processing Agreement (with Annex A "List of sub-processors" and Annex B "Technical and organisational measures").