Terms and conditions of sale

1. Purpose

The purpose of these General Terms and Conditions of Sale, hereinafter “GTCS”, is to define the conditions under which Urbenetic offers and provides its conversational automation and artificial intelligence assistance services to professional clients or, where applicable, to non-professional clients.

Any order, subscription, payment, signature of a quotation or validation of an offer implies full and entire acceptance of these GTCS by the client.

2. Publisher / seller

The Urbenetic site is operated by:

Detailed legal information is available on the page Legal notice.

3. Services offered

These GTCS apply to the services sold directly by Urbenetic, for which Urbenetic is the provider and the contractual seller. Urbenetic offers online presence and conversational automation services intended to help businesses manage their enquiries and their customer messages, in particular on a professional website, WhatsApp, Instagram, Facebook, Telegram or other compatible channels.

Depending on the plan chosen, the services may include:

• The configuration of an AI assistant adapted to the client's line of business;
• Automatic replies to frequently asked questions;
• The qualification of incoming enquiries;
• Direction towards a booking, a quotation request, an order or a payment;
• The preparation of a summary for the human team;
• Handover to a person where the enquiry is sensitive, complex or outside scope;
• The setting up of response rules, tone, limits and sector-specific scenarios;
• Adjustments based on feedback and information provided by the client.

The sample conversations, demonstrations and use cases presented on the site are provided for illustrative purposes. They do not guarantee any specific commercial result.

4. Prices, plans and offers

Prices are stated in euros. The applicable rates are those displayed on the site at the time of the order or communicated in a quotation accepted by the client.

Rates may be modified at any time before the definitive validation of an order. The rates applicable to an order are those communicated to the client before its validation.

Applicable taxes, if any, are indicated before the definitive validation of the order or on the invoice.

5. Order and validation

Ordering an Urbenetic service goes through an initial contact: site form, WhatsApp, email or a commercial exchange. The site does not allow a visitor to complete a purchase online on their own.

Before any definitive validation, the client must check the information relating to the chosen plan, the price, the scope of the service, the channels concerned, the payment conditions and the information necessary for the set-up.

The sequence is as follows: initial contact, validation of the need and of the order or quotation, payment, collection of the necessary information, then set-up. The order becomes effective after acceptance of the order or the quotation and validation of the payment, subject to the business being legally entitled to invoice and provide the service.

6. Payment

Payment is made via the means communicated to the client at the time of the order: payment link, secure external provider, bank transfer or any other means accepted by Urbenetic.

For the monthly part of an offer, payment is due according to the frequency indicated at the time of the order. In the event of non-payment, late payment or failed direct debit, Urbenetic may suspend access to the service after notifying the client.

Costs linked to a rejection, a payment incident or a specific request may be recharged to the client where this is applicable and communicated in advance.

7. Onboarding, configuration and go-live

After the validation of a plan, the client may be invited to complete an onboarding form in order to provide the information necessary for the configuration of the assistant:

• Company name, sector, services and offerings;
• Opening hours, prices, availability, booking or qualification rules;
• Frequently asked questions and desired replies;
• Tone of communication, limits, exceptions and handover rules;
• Channels to be connected and necessary technical information.

Go-live timescales depend on the client's responsiveness, the quality of the information provided, the complexity of the scenarios and any technical constraints of third-party platforms.

8. Term, subscription and termination

Unless otherwise stated in the offer or the quotation, Urbenetic plans are offered in the form of a monthly subscription.

The client may request the termination of their subscription in accordance with the arrangements communicated at the time of subscription or by written request to Urbenetic. Termination takes effect at the end of the period already paid for, unless otherwise agreed.

Sums already paid for a period that has started are not automatically refunded, save for a legal obligation, a manifest error, a failure to supply attributable to Urbenetic or a specific written agreement.

9. Right of withdrawal

Where the client acts as a consumer, they may benefit from a 14-day right of withdrawal for contracts concluded at a distance, subject to the exceptions provided for by law.

Where the client acts as a professional, the right of withdrawal is not systematic. It may nevertheless apply in certain cases provided for by the regulations, in particular for certain off-premises contracts, where the legal conditions are met.

Where the client expressly requests that performance of the service begin before the end of the withdrawal period, they acknowledge that performance may have started and that charges corresponding to the services already carried out may remain due where the law so permits.

10. Obligations of the client

The client undertakes to provide accurate, complete and up-to-date information in order to allow the correct configuration of the assistant.

The client remains responsible for:

• The information, prices, opening hours, rules and content sent to Urbenetic;
• The compliance of their activity with the applicable laws and regulations;
• The use of the connected channels, Meta, WhatsApp, Instagram, Facebook, Telegram accounts or third-party tools;
• The verification of sensitive, medical, legal, financial or regulated replies;
• The final relationship with their own customers.

The client shall refrain from using Urbenetic for unlawful, misleading, fraudulent, discriminatory or dangerous activities, or activities contrary to the rules of the platforms used.

11. Limits of artificial intelligence

Urbenetic uses automation and artificial intelligence systems in order to help handle customer messages. Despite the tests and configurations carried out, an AI may produce a reply that is imprecise, incomplete, unsuitable or that requires human validation.

Urbenetic does not guarantee:

• A complete absence of errors;
• A guaranteed commercial conversion;
• A minimum turnover;
• Permanent availability of third-party platforms;
• Automatic compliance with all the rules specific to the client's sector.

For sensitive sectors, in particular health, legal, finance or any regulated activity, the assistant must remain limited to practical information, to the qualification of enquiries or to handover to a person, unless specifically agreed and framed.

12. Personal data and confidentiality

In the context of providing the services, Urbenetic may process certain personal data transmitted by the client, their prospects or their users.

The arrangements for the collection, processing, retention and protection of data are set out in the Privacy policy.

The client undertakes to hold the rights, information and legal bases necessary when transmitting to Urbenetic data relating to their own customers, prospects or users.

13. Intellectual property

The elements created or configured by Urbenetic, in particular conversation architectures, scenarios, wordings, interfaces, content, prompts, qualification methods, automations and design elements, remain protected by intellectual property law.

Unless otherwise agreed, the client benefits from a right of use limited to the needs of their business for the duration of the commercial relationship. Any unauthorised reproduction, resale, extraction, copying or reuse of the elements provided by Urbenetic is prohibited.

14. Liability

Urbenetic undertakes to provide its services with diligence and professionalism, within the framework of an obligation of means and not of result.

Urbenetic's liability may not be incurred in the event of:

• Incorrect, incomplete or outdated information provided by the client;
• Modification or interruption of a third-party platform;
• An error linked to an incorrect configuration requested or validated by the client;
• Use of the service outside its purpose;
• Loss of turnover, loss of opportunity or indirect damage;
• Failure by the client to comply with their legal or sector-specific obligations.

Where Urbenetic's liability is legally incurred, it may be limited to the amount paid by the client in respect of the service concerned over the period that directly gave rise to the damage, save for gross negligence, personal injury, a contrary legal obligation or a provision of public policy.

15. Force majeure and third-party services

Urbenetic may not be held liable for a delay, a suspension or an impossibility of performance due to an event of force majeure or to an event beyond its control.

The service may depend on third-party platforms such as Meta, WhatsApp, Instagram, Facebook, Telegram, AI providers, hosting providers, automation tools or payment providers. Unavailability, limitations, rule changes or technical incidents of these providers may affect the service without automatically incurring Urbenetic's liability.

16. Modification of the GTCS

Urbenetic reserves the right to modify these GTCS in order to take account of changes to the site, the services, the prices, the tools used or the applicable regulations.

The applicable GTCS are those in force at the time of the order or the subscription, unless otherwise agreed by the client.

17. Applicable law and dispute resolution

These GTCS are governed by French law.

In the event of a difficulty, the client is invited to contact Urbenetic in order to seek an amicable solution. Failing an amicable agreement, the dispute may be brought before the competent courts in accordance with the applicable rules.

Where the client acts as a consumer, they may benefit from the mediation or amicable settlement mechanisms provided for by the applicable regulations.

18. Contact

For any question relating to these Terms and Conditions of Sale or to an order, you may contact Urbenetic: