General conditions of sale

1. Objet

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

Any order, subscription, payment, signing of a quote or validation of an offer implies full acceptance of these General Terms and Conditions by the customer.

2. Éditeur / vendeur

The Urbenetic site is operated by:

Detailed legal information is available on the page Mentions légales.

3. Services proposés

Urbenetic offers conversational automation services to help businesses manage their customer messages, including on WhatsApp, Instagram, Facebook, Telegram or other compatible channels.

Depending on the option chosen, the services may include:

• Configuring an AI assistant adapted to the client’s sector of activity;
• Automatic response to frequently asked questions;
• Qualification of incoming requests;
• Direction towards a reservation, a request for a quote, an order or a payment;
• Preparing a summary for the human team;
• Transfer to a human when the request is sensitive, complex or outside the scope;
• The establishment of response rules, tone, limits and sectoral scenarios;
• Adjustments based on feedback and information provided by the customer.

The examples of conversations, demonstrations and use cases presented on the site are provided for illustrative purposes. They do not guarantee a specific trading result.

4. Prices, formulas and offers

Prices are indicated in euros. The applicable prices are those displayed on the site at the time of the order, indicated on the payment page or communicated in a quote accepted by the customer.

Introductory offers may be time-limited, limited to certain sectors or reserved for the first supported customers. They may be modified, suspended or withdrawn at any time before final validation of an order.

Applicable taxes, if they exist, are indicated before final validation of the order or on the invoice.

5. Order and validation

The customer can order or request a formula via the payment pages, a form, WhatsApp, e-mail, commercial exchange or personalized quote.

Before any final validation, the customer must check the information relating to the chosen formula, the price, the scope of the service, the channels concerned, the payment conditions and the information necessary for implementation.

The order becomes effective after validation of payment, acceptance of the quote or written confirmation from Urbenetic, provided that the activity is legally authorized to invoice and provide the service.

6. Paiement

Payment can be made via the means offered on the site or communicated to the customer: online payment, payment link, secure external service provider, transfer or other means accepted by Urbenetic.

For monthly plans, payment is due according to the frequency indicated at the time of subscription. In the event of non-payment, late payment or failed direct debit, Urbenetic may suspend access to the service after notifying the customer.

Costs related to a rejection, a payment incident or a specific request may be re-invoiced to the customer when applicable and communicated in advance.

7. Onboarding, configuration and commissioning

After validating a formula, the customer may be invited to complete an onboarding form in order to transmit the information necessary for configuring the assistant:

• Company name, sector, services and services;
• Schedules, prices, availability, reservation or qualification rules;
• Frequently asked questions and desired answers;
• Tone of communication, limits, exceptions and rules of human transfer;
• Channels to connect and necessary technical information.

Commissioning times depend on the customer's responsiveness, the quality of the information provided, the complexity of the scenarios and any technical constraints of third-party platforms.

8. Duration, subscription and termination

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

The customer may request the termination of his subscription according to the terms communicated at the time of subscription or by written request to Urbenetic. Termination takes effect at the end of the period already paid, unless otherwise agreed.

Amounts already paid for a period begun are not automatically refunded, except under legal obligation, manifest error, failure to supply attributable to Urbenetic or specific written agreement.

9. Droit de rétractation

When the customer acts as a consumer, he can benefit from a 14-day right of withdrawal for contracts concluded remotely, subject to the exceptions provided for by law.

When the customer acts as a professional, the right of withdrawal is not systematic. It may, however, apply in certain cases provided for by the regulations, in particular for certain contracts concluded off-premises, when the legal conditions are met.

When the customer expressly requests the start of the execution of the service before the end of the withdrawal period, he acknowledges that the execution may have started and that fees corresponding to the services already carried out may remain due when the law allows it.

10. Customer Obligations

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

The customer remains responsible:

• Information, prices, schedules, rules and content transmitted to Urbenetic;
• The compliance of its activity with applicable laws and regulations;
• The use of connected channels, Meta, WhatsApp, Instagram, Facebook, Telegram accounts or third-party tools;
• Verification of sensitive, medical, legal, financial or regulated responses;
• Of the final relationship with its own customers.

The customer is prohibited from using Urbenetic for illicit, misleading, fraudulent, discriminatory, dangerous activities or activities contrary to the rules of the platforms used.

11. Limites de l’intelligence artificielle

Urbenetic uses automation and artificial intelligence systems to help process customer messages. Despite the tests and configurations carried out, an AI can produce an imprecise, incomplete, unsuitable response or one requiring human validation.

Urbenetic ne garantit pas :

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

For sensitive sectors, notably health, legal, finance or any regulated activity, the assistant must remain limited to practical information, the qualification of requests or transfer to a human, unless agreed and specific supervision.

12. Personal data and confidentiality

As part of the provision of services, Urbenetic may process certain personal data transmitted by the client, its prospects or its users.

The methods of collection, processing, storage and protection of data are specified in the Politique de confidentialité.

The customer undertakes to have the necessary rights, information and legal bases when transmitting data relating to its own customers, prospects or users to Urbenetic.

13. Intellectual property

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

Unless otherwise agreed, the customer benefits from a right of use limited to the needs of his activity during the duration of the commercial relationship. Any unauthorized reproduction, resale, extraction, copying or reuse of elements provided by Urbenetic is prohibited.

14. Responsabilité

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

Urbenetic cannot be held liable in the event of:

• Incorrect, incomplete or obsolete information provided by the customer;
• Modification or interruption of a third-party platform;
• Error linked to poor configuration requested or validated by the customer;
• Use of the service outside its purpose;
• Perte de chiffre d’affaires, perte d’opportunité ou dommage indirect ;
• Non-compliance by the client with its legal or sectoral obligations.

When Urbenetic's liability is legally incurred, it may be limited to the amount paid by the customer for the service concerned over the period which directly generated the damage, except for gross negligence, bodily injury, contrary legal obligation or provision of public order.

15. Force majeure and third party services

Urbenetic cannot be held responsible for a delay, suspension or impossibility of execution due to an event of force majeure or an event beyond its control.

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

16. Modification of the General Conditions of Sale

Urbenetic reserves the right to modify these General Terms and Conditions in order to take into account changes to the site, services, prices, tools used or applicable regulations.

The applicable General Terms and Conditions are those in force at the time of the order or subscription, unless otherwise agreed by the customer.

17. Applicable law and dispute resolution

These General Terms and Conditions are subject to French law.

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

When the customer acts as a consumer, he can benefit from the mediation or amicable settlement mechanisms provided for by the applicable regulations.

18. Contact

For any questions relating to these General Conditions of Sale or an order, you can contact Urbenetic: