Terms of service

These terms govern the use, by client brands, of the outsourced customer support service and the AI Active Support portal provided by AI Active Support (“we”). An order form or signed contract may complete them; in case of conflict, the contract prevails.

1. Service

We answer the brand’s customers through the agreed channels, with agents and an AI assistant bound by the rules the brand sets (playbook). Refunds, cancellations and goodwill gestures are never carried out by the AI.

2. The brand’s obligations

• Provide accurate, up-to-date information (shipping, returns, refunds and product policies).
• Set refund limits and escalation rules, and approve requests above them.
• Hold the necessary rights to the data it shares and inform its customers.

3. Prices and billing

Prices are those of the price list in force on the Pricing page or in the contract, in euros excluding VAT. A request is billed once it has been answered and stayed resolved for 72 hours. Monthly invoicing, payment within 30 days or by automatic charge of the saved card. Prepaid credits can pay usage above the plan. Human resolutions cost 20% more from 20 November to 31 December.

4. Term and termination

No minimum term unless stated otherwise. Termination by email with 30 days’ notice. At the end of the contract, data is returned or deleted within 30 days.

5. Liability

We use reasonable means to answer accurately and quickly. Our liability is limited to the amounts paid for the last three months. We are not liable for inaccurate information provided by the brand.

6. Personal data

Processing carried out on the brand’s behalf is governed by the data processing agreement (DPA) signed between the parties and by our privacy policy.