Nutzungsbedingungen
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The terms for using the Xel platform, which Xelak provides to businesses that use AI assistants in conversations with their customers.
Letzte Aktualisierung: 28. September 2026
1. Parties and acceptance
The Xel platform is provided by Xelak Technology, IDNO 1024600013225, registered office at MD-2086, mun. Chișinău, s. Dobrogea, str. Ion Creangă 9, of. 18, Republic of Moldova ("Xelak").
The "Customer" is the legal entity or sole trader that creates a Xel account or signs an offer or contract with Xelak. The service is intended exclusively for businesses, not for consumers.
The contract between the parties consists of: the signed contract or accepted offer (if any), these terms, the data processing agreement (DPA) and the privacy policy. If they conflict, the documents prevail in that order. By creating an account or accepting an offer, the person acting for the Customer confirms that they are authorised to represent it.
2. The service
Xel lets the Customer use AI assistants in conversations with its own customers ("end customers") on connected channels (for example Instagram, Messenger, WhatsApp, Telegram, the web widget), together with a console for conversations, human takeover, integrations, reports and configuration.
The features included depend on the chosen plan, as described on the website or in the offer. Features marked "beta" are offered for testing, without availability commitments.
3. Account
The Customer manages the users and roles in its account and is responsible for keeping sign-in credentials confidential. Two-factor authentication is mandatory for the Owner and Admin roles. The Customer informs us without delay of any unauthorised use of the account.
4. Customer obligations
The Customer ensures that the information provided for the assistant (catalogue, prices, stock, delivery and return policies, opening hours) is accurate and up to date, and that the integrations with its systems work. The Customer is the controller of its end customers' data: it has a legal basis for the processing, informs its customers through its own privacy policy, and obtains consent where the law requires it. The Customer complies with the terms and policies of the connected platforms (Meta, WhatsApp, Telegram, etc.).
The Customer does not use Xel for:
- illegal or deceptive activities, or activities that infringe the rights of others;
- unsolicited messages (spam) or circumventing end customers' opt-outs;
- high-risk automated decisions about people (for example credit scoring, recruitment, medical diagnosis);
- manipulative techniques, including false urgency or false stock claims;
- selling goods or services prohibited or restricted by law or by platform policies;
- attempts to bypass safety measures, usage limits or the isolation between customers.
5. AI assistants
Assistant replies are generated automatically. Prices, stock, delivery costs and delivery times are taken from the Customer's systems through integrations; Xel does not invent them. Assistants introduce themselves as automated at the start of a conversation and when a conversation returns from a human to the assistant; this disclosure cannot be switched off.
The Customer can take over conversations at any time and can stop the assistants instantly, and periodically reviews its configuration and the quality reports provided. Xelak applies controls (validation of numeric values, human-takeover rules, evaluations before release), but does not guarantee that automatically generated replies are error-free in every situation.
6. Prices and payment
Prices are those of the chosen plan or the offer, excluding VAT. Payment rules:
- setup fees and annual subscriptions are paid in advance; the minimum subscription period is 3 months, unless the offer states otherwise;
- conversations included in the plan are granted monthly and do not roll over; usage beyond the plan is paid from the account's prepaid wallet, and when the wallet is empty, assistants switch to human takeover at no extra cost;
- in BYOK mode (the Customer's own key with the model provider), model costs are paid by the Customer directly to the provider; WhatsApp messages charged by Meta are paid by the Customer directly to Meta;
- if AI model providers change their prices, Xelak may adjust the number of included conversations or the price of additional usage, with 30 days' prior notice;
- for unpaid invoices: reminders 3 and 7 days after the due date; after 14 days, assistants switch to human takeover; after 30 days, the service may be suspended, and data remains available for export for a further 30 days.
7. Availability and support
The platform's availability target is 99.5% per month. Firm availability commitments and service credits are set only in a service level agreement (SLA). Planned maintenance is announced in advance in the console or by email. Support is provided through the channels included in the plan.
8. Data and confidentiality
For end customers' data, Xelak acts as the Customer's processor under the DPA. The list of sub-processors is published and changes are announced in advance. Each Customer's data is isolated from other customers' data; Xelak does not use the Customer's data to train AI models and does not use it for other customers. Each party keeps confidential the non-public information received from the other party.
9. Intellectual property
The Xel platform, including software, templates and documentation, belongs to Xelak. The Customer receives a non-exclusive, non-transferable right of use for the duration of the contract. The Customer retains all rights to its data and content and grants Xelak the right to process them strictly to provide the service.
10. Liability
Xelak's total liability to the Customer is limited to the amounts paid by the Customer for the service in the previous 12 months. To the extent permitted by law, Xelak is not liable for indirect losses, such as loss of profit or loss of opportunity. These limitations do not apply in cases of intent or gross negligence. The Customer is liable for using the service in breach of these terms or of the connected platforms' policies.
11. Suspension and termination
Xelak may suspend the service, with notice, if these terms are breached, if there is a risk to the security of the platform or of other customers, if connected platforms' policies are violated, or for non-payment. After the minimum period, either party may terminate the contract with 30 days' notice. On termination, the Customer may export its data for 30 days; the data is then deleted, except data we are legally required to keep.
12. Changes to these terms
Material changes are announced at least 30 days in advance. Continued use after they take effect means acceptance.
13. Governing law and disputes
These terms are governed by the law of the Republic of Moldova. The parties first try to settle any dispute amicably for 30 days; after that, disputes are settled by the competent courts of the municipality of Chișinău.