Terms and Conditions of Service

AI Virtual Secretary Platform

Last updated: December 2025

These Terms and Conditions ("Terms") govern access to and use of the AI virtual secretary platform provided by HPR DIGITAL MEDICINE S.R.L. By using the Service, the user fully accepts these Terms.

1. Provider Information

2. Definitions

• "Platform": the SaaS virtual secretary AI software via WhatsApp Business API.
• "Client": the professional who subscribes to the service (accountant, lawyer, doctor, etc.).
• "End User": the Professional's client who interacts with the AI Assistant via WhatsApp.
• "AI Assistant": the artificial intelligence system that automatically responds to messages.
• "WhatsApp Number": the phone number assigned to the Client, exclusively owned by HPR.
• "Knowledge Base": the content uploaded by the Client to customize AI responses.

3. Service Description

3.1 Features

The Platform offers: dedicated WhatsApp number, conversational AI Assistant, appointment management with Google Calendar integration, customizable Knowledge Base, dashboard and analytics, conversation history.

3.2 Nature of Artificial Intelligence

3.3 AI Transparency

In compliance with Regulation (EU) 2024/1689 (EU AI Act), every End User will be informed at first contact that they are interacting with an artificial intelligence system.

3.4 WhatsApp Number Ownership

4. Registration and Account

The Service is intended exclusively for professionals (B2B). To register, the Client must provide truthful and complete information. The Client is responsible for safeguarding access credentials and all activities performed through their Account.

5. Client Obligations

The Client agrees to:

• Use the Platform for lawful purposes in compliance with the Terms;
• Comply with WhatsApp Business Policy;
• Ensure that content uploaded to the Knowledge Base does not infringe third-party rights;
• Exercise adequate supervision over the AI Assistant, verifying conversations and appointments;
• Inform their End Users that communications are managed by an AI system;
• Provide End Users with privacy information pursuant to GDPR.

6. Pricing, Payments, and Trial Period

6.1 Subscriptions

The Service is offered with monthly or annual subscription. Details and limits are published on the "Pricing" page. All prices are exclusive of VAT.

6.2 Trial Period

A 30-day free trial period is available. At the end, the subscription is activated by adding a payment method through the dedicated section in your account, unless cancellation is communicated at least 24 hours before expiration.

6.3 Non-Payment

In case of non-payment: after 15 days from the due date, the Service may be suspended; after 30 days, the contract may be terminated.

7. Service Level Agreement (SLA)

The Provider guarantees 99.5% uptime on a monthly basis, excluding: scheduled maintenance (max 4 hours/month with 72h notice), force majeure, third-party malfunctions (WhatsApp, Meta). In case of lower uptime, service credits are provided as the sole remedy.

8. Intellectual Property

The Platform, software, algorithms, and AI models are the exclusive property of the Provider. The Client is granted a non-exclusive, non-transferable license to use, limited to the subscription period. Data uploaded by the Client remains their property.

9. Personal Data Processing

Under GDPR: the Client is the data controller for their End Users' data; the Provider is the data processor. Processing conditions are governed by the Data Processing Agreement (DPA) available separately. Using WhatsApp involves data transfer to Meta in the USA according to the guarantees provided by the EU-US Data Privacy Framework.

For more details, see our Privacy Policy.

10. Limitation of Liability

10.1 Disclaimer of Warranties

The Service is provided "as is". The Provider does not guarantee accuracy, completeness, or reliability of responses generated by the AI Assistant.

10.2 Exclusion of Liability for AI Output

10.3 Quantitative Limit

The Provider's total liability shall not exceed the amount of fees paid by the Client in the 12 months preceding the event.

10.4 Exceptions

Limitations do not apply in cases of willful misconduct or gross negligence under Article 1229 of the Italian Civil Code.

11. Indemnification

The Client indemnifies and holds the Provider harmless from any claim, damage, or cost arising from: violation of the Terms, unlawful use of the Service, uploaded content, infringement of third-party rights, interactions with End Users.

The Client expressly indemnifies the Provider from any liability for errors, inaccuracies, or malfunctions of the AI Assistant, including errors in appointment management, inappropriate responses, damages to End Users or third parties.

12. Duration and Withdrawal

12.1 Duration

The contract has a duration corresponding to the subscription period and renews automatically unless cancelled.

12.2 Withdrawal

The Client may withdraw:

• During the trial period: at any time, without cost;
• From an active subscription: with 30 days notice via certified email (PEC) to hpr.digitalmedicine@pec.it.

No refunds are provided for periods already paid. For annual subscriptions, the Client remains obligated for the entire period.

12.3 Consequences of Termination

Upon termination: access to the Platform will cease; the WhatsApp number will be deactivated; the Client will have 30 days to export data, after which it will be deleted.

13. Service Suspension

The Provider may suspend the Service without notice in case of: non-payment, violation of Terms, security reasons, request from competent authorities, suspension of WhatsApp Account by Meta.

14. Changes to Terms

The Provider may modify the Terms with 30 days notice via email. By continuing to use the Service after this period, the Client accepts the changes. In case of disagreement, they may withdraw without penalty.

15. Force Majeure

The Provider is not liable for failures caused by events beyond its control: natural events, wars, pandemics, government measures, third-party service interruptions (WhatsApp, Meta, cloud providers), cyber attacks.

16. Applicable Law and Jurisdiction

These Terms are governed by Italian law. For any dispute, the Court of Verona (Italy) has exclusive jurisdiction.

17. Contacts