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Terms of Service

Version: 1.2 Effective: 27/01/2026

Terms of Service
Version: 1.2
Last updated: 27 January 2026
Provider: Paolo Valter Caroli (VAT No. 03809550134), Via Malpensata, 21 – 23900 Lecco (LC), Italy
Trade name: AIsapiens
Contacts: legal@aisapiens.ai — privacy@aisapiens.ai — info@aisapiens.ai

1. Scope, acceptance, and parties

1.1. These Terms of Service (“Terms”) govern access to and use of the AIsapiens SaaS platform and the related applications/modules (collectively, the “Services”).
1.2. The Services are offered and operated by Paolo Valter Caroli, acting as a sole trader (“Provider”, “AIsapiens”, “we”).
1.3. The user accessing or using the Services (“User”, “you”) fully accepts these Terms. If you use the Services on behalf of an organization, you represent that you have authority to bind that organization (“Business Customer” or “Organization”).
1.4. If you do not accept the Terms, do not use the Services.

2. Definitions

  • Account: a profile created via email-based authentication to access the Services.
  • Organization (Tenant): a logical space dedicated to a Business Customer, with data and configurations segregated at the application level.
  • Customer Content: documents, files, messages, emails, audio, texts, prompts, and any data uploaded, sent, or otherwise made available by the User/Organization through the Services.
  • Output: results generated by the Services, including structured extractions, classifications, summaries, reply suggestions, transcriptions, and analyses.
  • Credits: consumption units used to measure use of the Services (e.g., OCR, AI/LLM, processing, channels), as indicated within the Services.
  • Applications: functional modules such as LeggiFatture, SchedaProdotto, ORA (Omnichannel Response Agent), and any other modules that may be made available.
  • Consumers: natural persons acting for purposes outside their business or professional activity.

3. Description of the Services

3.1. AIsapiens is a multi-tenant SaaS platform that provides, among other things:

  • document processing (OCR and analysis of invoices, product sheets, and business documents);
  • AI/LLM services for structured extraction, classification, content analysis, and conversational agents;
  • multi-channel communications management (e.g., email via IMAP, WhatsApp, uploads, voice files and related processing);
  • semantic search/embeddings via a vector database.

3.2. The Services may include automation features (e.g., automated replies) and configuration tools for Organizations and users.
3.3. No professional advice: The Services do not constitute legal, tax, accounting, financial, or other regulated professional advice. The User must verify Outputs before making decisions.

4. Registration, Account, and access

4.1. Account creation is performed via email. The User is responsible for the accuracy and updating of the information provided.
4.2. Access to an Organization is subject to invitation/enablement and to permissions defined by the Organization’s administrator.
4.3. Unique email: an email address cannot belong to more than one Organization at the same time.
4.4. The User is responsible for: (i) keeping credentials confidential; (ii) all activities carried out through the Account; (iii) promptly reporting security incidents to info@aisapiens.ai.

5. Multi-tenancy, segregation, and organizational responsibility

5.1. AIsapiens adopts a multi-tenant structure with logical segregation of data by Organization.
5.2. The Organization is responsible for: user management, roles, permissions, internal policies, and correctness of configurations (including approval workflows for automations).
5.3. Despite reasonable technical and organizational measures, no system guarantees zero risk: the Provider does not guarantee absolute absence of unauthorized access or vulnerabilities.

6. Permitted use and prohibited conduct (Acceptable Use)

6.1. You must not use the Services for:
a) unlawful activities or violations of third-party rights (privacy, intellectual property, trade secrets, etc.);
b) sending malware, intrusion attempts, scans, unauthorized stress tests, or circumvention of security measures;
c) interfering with availability of the Services or generating abnormal/abusive loads;
d) reverse engineering, decompilation, or attempts to extract source code, except as permitted by law;
e) generating or disseminating illegal, fraudulent, misleading, or harmful content;
f) high-risk activities where errors could cause harm to persons or property (e.g., medical devices, critical infrastructure) without a specific written agreement.

6.2. In case of violations, AIsapiens may suspend or terminate the Account or access to the Services (Section 18).

7. Customer Content: rights, obligations, and verification

7.1. The User/Organization retains ownership of Customer Content.
7.2. The User/Organization represents and warrants that it has authority and a legal basis to upload and have Customer Content processed, including any third-party personal data.
7.3. The User/Organization is responsible for verifying Outputs before: posting invoices, publishing product sheets, sending communications, or making operational or legal decisions.
7.4. It is the Customer’s responsibility to implement human-in-the-loop processes where appropriate (especially for automated replies and accounting data).
7.5. Special categories of data and criminal data: unless strictly necessary and in compliance with the law, the User/Organization undertakes not to upload special categories of data (Art. 9 GDPR) or data relating to criminal convictions and offences (Art. 10 GDPR). If such data is uploaded, the User/Organization remains responsible for legal bases, notices, DPIAs, and appropriate measures.

8. AI, OCR, and inherent limitations

8.1. The Services include AI/LLM- and OCR-based functionalities. These technologies may produce Outputs that are inaccurate, incomplete, or inconsistent (e.g., OCR errors, incorrect extraction of totals/VAT, wrong classifications, unsuitable replies).
8.2. Accuracy depends on document quality and format (scans, images, language, layout, etc.) and on factors not controlled by the Provider.
8.3. The User acknowledges that Outputs are support tools and do not replace human checks.

9. Integrations and third-party services (dependencies) + AI/LLM location

9.1. To provide the Services, AIsapiens uses or may use third-party services, including:

  • OpenAI (AI/LLM processing and voice transcriptions where enabled);
  • Google Cloud Vision, Docling, Mistral (OCR/text extraction, depending on configuration);
  • Meta (WhatsApp integration);
  • Stripe (payments);
  • Inmotion (email delivery services, where applicable).

9.2. Third parties operate under their own terms and policies. Downtime, changes, or limitations of third-party services may impact the Services. AIsapiens is not responsible for malfunctions attributable to third parties, to the extent permitted by law.
9.3. LLM processing in the United States: For OpenAI-based functionalities, queries to LLM models take place in the United States. Consequently, use of such functionalities may involve transfers outside the EEA/UK/CH, as governed by PRIVACY_PLATFORM and, for Business Customers, by the DPA (including any SCCs/safeguards and supplementary measures, where applicable).

10. Plans, annual subscriptions, and one-off purchases

10.1. AIsapiens offers:
a) annual subscriptions (per application and/or bundles) and/or
b) one-off purchases (e.g., Credit bundles).

10.2. No automatic renewal: annual subscriptions do not renew automatically; the User/Organization must renew/make a new purchase to continue using the Services beyond expiry.
10.3. Cancellation/non-renewal: cancellation prevents future renewal; access and functionality remain active until the end of the already paid period.
10.4. No refunds: except as required by law (in particular for Consumers), fees and charges are non-refundable and purchased Credits are non-refundable.

11. Credits: consumption, expiry, and measurement

11.1. Credits are consumed based on performed activities (e.g., OCR, AI/LLM calls, document processing, message handling).
11.2. Consumption rules: the User can view consumption rules and history in Dashboard → Usage (application path: /dashboard/usage/). The system-recorded consumption is binding, except for demonstrable technical error.
11.3. Credit expiry: Credits expire within 365 days from the purchase/assignment date and are not convertible into cash.
11.4. Termination and remaining Credits: upon cancellation of a subscription, remaining Credits remain usable only until the earlier of: (i) the natural expiry of Credits (365 days) and (ii) the end of the paid subscription period. Upon expiry, unused Credits lapse without refund.

12. Free trial (30 days)

12.1. AIsapiens may offer a 30-day free trial period.
12.2. Eligibility: a trial is permitted only once per registration email address.
12.3. No payment method is required to activate the trial.
12.4. The trial includes a bundle of Credits and/or usage limits displayed at activation in the Account/Organization panel.
12.5. End of trial: at the end of the trial, access to paid Services is blocked and continued use requires a manual purchase (subscription and/or Credits).

13. Prices, payments (Stripe), and tax regime

13.1. Prices are stated in Euro (EUR), unless otherwise indicated within the Services.
13.2. Payments are processed via Stripe. AIsapiens does not store full payment card data; Stripe processes such data under its own standards and policies.
13.3. Tax regime (flat-rate): the Provider applies the Italian regime forfettario; therefore VAT is not applied/not shown in accordance with applicable tax rules.
13.4. The User/Organization remains responsible for any taxes, duties, or compliance obligations connected with purchase and use of the Services, to the extent required by law.

14. Consumers (B2C): right of withdrawal and immediate service start

This section applies only if the User acts as a Consumer.
14.1. Minimum age: to purchase paid Services, you must be at least 18 years old.
14.2. Right of withdrawal (14 days): in distance contracts, the Consumer may withdraw within 14 days from contract conclusion, in accordance with applicable law and within the limits provided for digital services/supplies.
14.3. Exercising withdrawal: the Consumer may exercise withdrawal by sending a clear communication to legal@aisapiens.ai, indicating at least: first and last name, Account email, purchase date, purchased Service.
14.4. Immediate start upon request during the withdrawal period: the Consumer may request immediate start of service performance during the withdrawal period. If the Consumer withdraws after requesting immediate start, the Consumer may be required to pay an amount proportionate to what has already been provided up to the time of withdrawal, to the extent permitted by law.
14.5. Withdrawal limitations for digital content/services (where applicable): where provided by law, the right of withdrawal does not apply or may be excluded under certain conditions (e.g., fully performed service with express consent and acknowledgment of loss of withdrawal right). The Consumer acknowledges such effects where applicable.
14.6. No additional commercial withdrawal right: beyond statutory rights, no additional “commercial” withdrawal right is provided.

15. Availability, maintenance, and support

15.1. No formal SLA: AIsapiens does not provide a contractual SLA. Services are provided “as available.”
15.2. Scheduled maintenance: where reasonably possible, for scheduled maintenance AIsapiens will provide 72 hours’ notice.
15.3. Support: via email at info@aisapiens.ai, Monday to Friday, 10:00–12:00 (Europe/Rome).
15.4. No response or resolution times are guaranteed.

16. Intellectual property

16.1. All rights in the software, interfaces, trademarks, logos, documentation, workflows, and technology of the Services belong to the Provider or its licensors.
16.2. Use license: AIsapiens grants the User/Organization a limited, non-exclusive, non-transferable license to use the Services for the purposes permitted by the Terms.
16.3. Customer Content: remains the Customer’s property. The Customer grants AIsapiens a limited license to host, reproduce, transmit, and process Customer Content only to the extent necessary to provide the Services, ensure security, prevent abuse, and comply with legal obligations.
16.4. Output: the User/Organization owns the Outputs generated from its Customer Content. It is understood that Outputs may be influenced by technical limitations and third-party provider conditions.
16.5. No training on Customer data: AIsapiens does not use Customer Content to train proprietary models and does not provide an opt-in for training.

17. Privacy, personal data, and Data Processing

17.1. Use of the Services may involve processing of personal data (e.g., in invoices, emails, messages).
17.2. For Business Customers, AIsapiens typically acts as Processor with respect to data processed on behalf of the Organization, which remains the Controller.
17.3. The User/Organization represents and warrants that it has a legal basis and the necessary authorizations/consents to:

  • connect email inboxes via IMAP with credentials provided by the Customer;
  • process WhatsApp messages via Meta integration;
  • transcribe voice files (where enabled) and process content and communications with AI/LLM tools.
    17.4. Details on data categories, purposes, sub-processors, international transfers, and security measures are governed by PRIVACY_PLATFORM and, for Business Customers, by the DPA.

18. Suspension and termination

18.1. AIsapiens may suspend or restrict access to the Services (in whole or in part) in the event of: Terms violations; security risks; abusive use; legal requests; need to protect the Services, other users, or third parties.
18.2. AIsapiens may permanently terminate the Account in case of serious or repeated violations, or where necessary for legal or security reasons.

19. Retention, deletion, and backups

19.1. Operational retention: upon termination of the relationship or Account deactivation, AIsapiens undertakes to delete or render inaccessible the Customer’s operational data within 90 days, unless different technical needs or legal obligations apply.
19.2. Backups: backup copies may be retained for business continuity and disaster recovery for a maximum period of 90 days, then overwritten/deleted according to backup cycles.
19.3. Legal obligations and protection of rights: AIsapiens may retain certain data to the extent and for the time necessary to comply with legal obligations, resolve disputes, or enforce rights (e.g., administrative/accounting documentation), within legal limits.

20. Warranty disclaimers

20.1. The Services are provided “as is” and “as available.”
20.2. To the maximum extent permitted by law, AIsapiens disclaims any implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
20.3. AIsapiens does not warrant that: (i) Services will be uninterrupted or error-free; (ii) Outputs will be accurate or complete; (iii) use of the Services will produce specific economic or operational results.

21. Limitation of liability

21.1. Business Customers (B2B): to the maximum extent permitted by law, AIsapiens is not liable for indirect or consequential damages, loss of profits, loss of data, business interruption, loss of opportunity, or reputational harm.
21.2. Cap (B2B): AIsapiens’ total liability arising from the Services, for any cause, is limited to the total amount actually paid by the Customer in the 12 months preceding the event giving rise to liability.
21.3. Consumers (B2C): nothing in these Terms limits mandatory consumer rights or liabilities that the law does not allow to be excluded or limited.
21.4. In any event, the User acknowledges that OCR/AI/LLM errors, third-party dependencies, and Customer configurations may affect results and reduce predictability of Outputs.

22. Indemnity

22.1. The User/Organization agrees to indemnify and hold harmless AIsapiens from and against claims, damages, penalties, costs, and expenses (including reasonable legal fees) arising from: unlawful Customer Content or Customer Content lacking a legal basis; violations of privacy/IP/industry regulations; use of the Services in breach of the Terms.

23. Governing law and dispute resolution

23.1. The Terms are governed by Italian law.

23.2 Disputes with Business Customers (B2B): mediation + CAM arbitration

a) Mediation: before commencing arbitration, the parties undertake to attempt a mediation procedure in Italy in good faith.
b) Arbitration: if mediation does not resolve the dispute, any dispute arising out of or in connection with the Terms or the Services, for Business Customers, shall be finally settled by formal arbitration administered by the Milan Chamber of Arbitration (CAM), by a sole arbitrator, in Italian, with the seat of arbitration in Lecco (Italy).

23.3 Disputes with Consumers (B2C): consumer forum

For Consumers, any dispute shall be submitted to the competent court under consumer protection rules (typically the court of the Consumer’s place of residence or domicile), without any obligation to arbitrate.

24. Changes to the Terms

24.1. AIsapiens may modify the Terms for legal, technical, or Service evolution reasons.
24.2. In the event of material changes, AIsapiens will provide notice by email with 15 days’ advance notice.
24.3. Continued use of the Services after the effective date of the changes constitutes acceptance of the updated Terms.

25. Contacts