Terms of Use (ToU) – Wavize

1. Purpose of the ToU

The purpose of these ToU is to define the conditions under which Amplifeo SARL provides the Client with access to the Wavize service (AI chatbot, automations, omnichannel support, WordPress/Shopify/PrestaShop integrations, API, analytics modules, multi-agent management, AI credits, etc.).

The ToU prevail over any other commercial or contractual document.

2. Definitions

• Service / Wavize: SaaS platform accessible via app.wavize.com enabling customer support automation, conversational AI, channel integrations, conversation management, e-commerce assistant, and message sending via API.
• Client: any natural or legal person using Wavize.
• User: any person authorised by the Client to use Wavize (agents, administrators, staff, etc.).
• Subscription: monthly or yearly plan granting access to the service.
• AI Credits: units consumed when using AI features (generated replies, automations, interactions, multilingual processing, etc.).
• Channels: WhatsApp, Messenger, Email, Web Chat, Instagram, API, and other supported integrations.
• Partner / Affiliate: any person benefiting from the Wavize affiliate program.

3. Description of the services

Wavize notably provides:

3.1. AI-powered customer support

• Real-time analysis of incoming messages
• Suggested replies
• Automatic classification
• Intelligent routing
• Conversation history
• Customer follow-up

3.2. Automations

• Custom rules
• Multi-step scenarios
• Workflows triggered by keywords, channels, schedules
• Automatic actions (assignment, tagging, replies, API integrations, etc.)

3.3. Omnichannel support

• Website chat
• Custom forms
• Email and ticketing
• WhatsApp, Messenger, Instagram, API
• Centralised conversations

3.4. E-commerce assistant

• Product recommendations
• Integration with PrestaShop, WooCommerce, Shopify
• Assisted checkout
• Proactive messages
• Order tracking

3.5. API & Webhooks

• Sending and receiving messages
• CRM/ERP integration
• Custom automations

3.6. Dashboards & analytics

• Conversation data
• Usage statistics
• Agent performance and AI reports

3.7. Additional programs

• Affiliate program
• White-label (depending on the subscription)
• Additional modules

Amplifeo SARL may improve, modify or remove certain features without altering the core nature of the service.

4. Subscription – Accounts – Access

4.1. Account creation

The Client must provide accurate information when creating their account. Amplifeo SARL reserves the right to suspend any account that appears suspicious, fraudulent, or incomplete.

4.2. Account security

The Client is responsible for:

• keeping login credentials confidential,
• any actions carried out from their account,
• managing access granted to their users.

5. Subscription plans

Wavize offers several monthly or yearly subscription plans.

Plans may include, in particular:

• access to the AI support
• automations
• supported channels
• number of agents
• number of interactions
• monthly AI credits
• optional modules

The exact features included depend on the plan selected.

6. AI Credits

6.1. Nature of AI credits

Credits are a unit of consumption used for:

• AI responses
• message analysis
• automated actions
• API interactions
• multilingual processing
• generated tasks

6.2. Top-ups

The Client may purchase additional credit top-ups.

6.3. Expiry

Unused monthly credits are reset at the start of each new billing cycle, unless stated otherwise.

6.4. Overconsumption

In case of overconsumption, some features may be restricted until renewal or the purchase of additional credits.

7. Prices – Billing – Payment

7.1. Prices

Prices are indicated in euros excluding VAT. VAT is applied in accordance with applicable regulations.

Amplifeo SARL reserves the right to change its prices, with 30 days’ prior notice.

7.2. Payment

Payment is made by bank card through a secure payment provider (Stripe or equivalent).

7.3. Automatic renewal

Subscriptions are automatically renewed until cancelled by the Client.

7.4. Non-payment

In case of payment failure:

• automatic reminders may be sent,
• the account may be suspended and then terminated.

8. Free trial

Wavize may offer a free trial period (7 days by default). Amplifeo SARL may interrupt or modify the trial offer at any time.

The trial does not entitle the Client to any compensation in case of termination or expiry.

9. Termination

9.1. By the Client

The Client may terminate their subscription at any time from their account area. Termination takes effect at the end of the current billing period.

9.2. By Amplifeo SARL

Amplifeo SARL may terminate the subscription in the event of:

• non-payment,
• fraud,
• abusive use,
• breach of these ToU,
• any action affecting the security or stability of the service.

No compensation may be claimed by the Client in such cases.

10. Client obligations

The Client agrees to:

• use Wavize in compliance with applicable laws,
• not use the service for spam, harassment, or fraudulent activities,
• comply with GDPR and data protection laws,
• not attempt to bypass usage limitations,
• not attempt to disrupt or alter the functioning of the service.

11. Service availability

Amplifeo SARL targets 99% service availability, excluding:

• scheduled maintenance,
• emergency maintenance,
• external issues (networks, third-party APIs, hosting providers, etc.).

No automatic financial compensation is provided in case of unavailability.

12. Liability

Amplifeo SARL shall not be held liable for:

• indirect damages (loss of revenue, data, reputation, etc.),
• content generated by AI or sent by the Client,
• third-party integrations (WordPress, WhatsApp, Meta, Shopify, etc.),
• interruptions caused by third-party providers.

The Client is responsible for:

• their own data,
• their communications with end-users,
• checking and reviewing AI-generated replies.

13. Intellectual property

Wavize, its interface, source code, logos, graphic elements, and texts are the exclusive property of Amplifeo SARL.

Any reproduction, modification, or distribution is prohibited without prior written consent.

Data generated by the Client remains the property of the Client.

14. Personal data (GDPR)

Amplifeo SARL mainly acts as a data processor within the meaning of the GDPR. The Client remains the data controller for their end-user data.

Amplifeo undertakes to:

• process personal data solely for the performance of the service,
• never sell personal data,
• ensure security, encryption, and confidentiality,
• notify the Client in case of a data breach,
• host data within the EU or in territories deemed adequate.

A DPA / Data Processing Agreement is available upon request.

15. Security

Amplifeo implements, in particular:

• SSL/TLS encryption,
• application firewall,
• server monitoring,
• limited log retention,
• regular backups.

The Client undertakes to maintain the security of their accounts and devices.

16. Affiliate programs

Affiliates earn a commission on sales made through their referral link, in accordance with the rules specified in their affiliate area.

Amplifeo reserves the right to:

• suspend an affiliate account in case of abuse,
• adjust commission rates,
• refuse an affiliate without having to justify its decision.

17. Changes to the ToU

Amplifeo SARL may amend these ToU at any time. The Client will be informed by email or in-app notification. Continued use of the service after such changes constitutes acceptance of the amended ToU.

18. Force majeure

Amplifeo shall not be held liable in the event of force majeure, including but not limited to:

• power outage,
• large-scale cyberattack,
• natural disaster,
• epidemic,
• major network incident,
• interruption of services by third-party providers.

19. Governing law and jurisdiction

These ToU are governed by French law.

Any dispute shall fall under the exclusive jurisdiction of the courts of Strasbourg (France).