Terms and Conditions

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("Client", "you") and AMAZ SHOP LTD ("we", "us", "Company") governing your use of our AI Voice Agent services.

By purchasing or using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms.

1. Service Agreement

Upon payment of the setup fee (£4,997), AMAZ SHOP LTD agrees to provide the following done-for-you services:

• Voice Plugin Integration - Custom-embedded voice widget integrated into your website
• Self-Hosted Automation Server - Private n8n instance configured for your business workflows
• Custom-Trained AI Models - Specialized AI trained on your business data and FAQs
• 3-Tier Escalation System - Smart routing (AI → Live Chat → Callback)
• Enterprise Voice Infrastructure - Ultra-low latency voice server with crystal-clear audio
• Analytics Dashboard - Conversation tracking and performance monitoring
• Security & Compliance - End-to-end encryption and GDPR compliance setup
• 30 Days of Setup Support - Technical assistance and training

2. Client Responsibilities

You agree to provide:

• Accurate business information for AI training (FAQs, policies, product details)
• Website access credentials for integration
• Hosting environment or authorization for managed hosting
• Third-party integration credentials (if applicable)
• Escalation contact information
• Timely responses to setup queries (within 2 business days)
• Participation in scheduled consultation and training calls

You are responsible for:

• Ensuring compliance with all applicable laws and regulations
• Obtaining necessary consents for recording customer conversations
• Monitoring AI interactions for accuracy and appropriateness
• Maintaining security of your self-hosted infrastructure

3. Payment Terms

Setup Fee: £4,997 one-time payment (includes VAT where applicable)

Ongoing Costs (separate from setup):

• Self-Hosted Infrastructure: You are responsible for hosting costs (typically £40-120/month)
• Managed Hosting (Optional): £150/month
• Extended Support (Optional): £100/month after initial 30 days
• Third-Party Services: Any costs for CRM, calendar, or other integrations

Payment is due in full before setup begins. Additional services not included in the original scope will be quoted separately.

4. Money-Back Guarantee

We offer a 30-day money-back guarantee from the date your AI Voice Agent goes live. To qualify:

• You must have cooperated fully during setup
• You must have provided all requested information timely
• Request must be made within 30 days of service launch
• You must provide specific, documented reasons for dissatisfaction
• You agree to transfer ownership of the infrastructure back to us

Refunds will be processed within 14 business days. Third-party costs (hosting, API fees) are non-refundable.

5. Service Timeline

Typical setup takes 5-7 business days from when all required information is provided. Timeline depends on:

• Timely provision of information and access
• Complexity of integration requirements
• Your availability for scheduled calls
• Technical challenges with your infrastructure

Delays caused by client unavailability or changing requirements may extend the timeline.

6. Intellectual Property

Your Property:

• Your business data, training information, and content
• Your brand assets, logos, and proprietary information
• Customer data collected through the system

Our Property:

• Proprietary setup methodology and workflows
• Base code templates and infrastructure frameworks
• General AI training techniques

Your License: Upon full payment, you receive perpetual ownership of the configured system. Open-source components remain under their respective licenses. You may not resell or offer the system as a service without written permission.

7. Data Protection & Privacy

AMAZ SHOP LTD complies with UK GDPR and Data Protection Act 2018.

During Setup: We process your business information and training data securely.

After Launch: All customer interaction data is stored on YOUR infrastructure. You have complete control and are the data controller. We do not have access to your production customer data.

We implement end-to-end encryption, secure storage, and access controls to protect your information.

8. Support Terms

First 30 Days (Included):

• Technical assistance and bug fixes
• Training on system usage
• Response times: Critical (4-8 hours), High (24 hours), Normal (48 hours)

After 30 Days:

• Self-service via documentation
• Optional paid support: £100/month
• Per-incident support: £150-500 depending on complexity

9. Service Limitations

The AI Voice Agent:

• Requires modern browsers with WebRTC support
• Depends on stable internet connectivity
• Voice recognition accuracy varies with audio quality and accents
• Cannot guarantee 100% accuracy in all scenarios
• Requires ongoing maintenance and updates (your responsibility for self-hosted)

Prohibited Uses: You may not use the service for illegal activities, violating others' rights, spamming, or collecting data without consent.

10. Warranties & Disclaimers

We Warrant:

• Services will be performed professionally
• System will function substantially as described
• We will remedy defects discovered within 30 days

Disclaimer: Except as stated above, services are provided "AS IS". We disclaim all other warranties including merchantability and fitness for particular purpose. We do not warrant uninterrupted, error-free service or specific business results.

11. Limitation of Liability

AMAZ SHOP LTD's total liability shall not exceed the setup fee paid (£4,997).

We are NOT liable for indirect, consequential, special, or punitive damages including loss of profits, revenue, data, or business interruption.

Exceptions: Nothing limits our liability for death/injury from negligence, fraud, or anything that cannot be excluded under UK law.

12. Modifications & Termination

We may update these Terms with 30 days notice. Continued use constitutes acceptance.

Either party may terminate after setup is complete with 30 days written notice. Immediate termination is allowed for material breach.

13. Governing Law

These Terms are governed by the laws of England and Wales. Disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Contact Information

For questions about these Terms, please contact AMAZ SHOP LTD through our website or support channels.

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