Terms & Conditions
Introduction
Caleida Agents S.L. ("Caleida"). The following Terms and Conditions regulate the access and use of our Intelligent Agents with Artificial Intelligence services. By using our services, you accept these terms, which form a legally binding contract between you and Caleida.
Services
Caleida provides advanced chatbot services based on Deep Learning Language models (LLMs) and, potentially, Multimodal Learning Models (LMMs). These services are designed for companies looking to integrate AI solutions into their operations. Caleida's Intelligent Agents can learn from specific documentation and instructions and operate across multiple communication platforms, generating new forms of interaction between humans and artificial intelligence, and developing new methods that improve conversion.
Caleida offers flexible subscription plans to its customers, allowing the creation of a free account (after reading and accepting the terms of service) when registering (Sign Up).
The free account has the possibility to create 3 free Smart Agents, subject to the relevant limitations. No user may create or use more than 3 free Agents.
The payment plans (monthly and/or annual subscriptions) are linked to each of the Agents, i.e. each Intelligent Agent can have different subscription statuses, these being:
Free AI Agent: 0€/month with the following capabilities and limitations:
· 100 agent responses/month
· 116 pages of documentation
· Channel: Web
· Conversation history
Elementary IA Agent: 49€/month with the following capabilities and limitations:
· 2,500 Agent responses/month
· 1500 pages of documentation
· Intelligent analysis: Summary
· Multi-channel Agents
· Multiple archives
· Conversation history
IA Agent Pro: 99€/month with the following capabilities and limitations:
· 7,500 Agent responses/month
· 2000 pages of documentation
· Multi-channel Agents
· Intelligent analysis: Sentiment analysis
· Intelligent analysis: Summary
· Intelligent analysis: Topic detection
· Intelligent analysis: Conversion probability
· Option to remove Caleida branding from the Agent
· Priority technical support
· Multiple archives
· Conversation history
IA Agent Plus: €299/month with the following capabilities and limitations:
· 25,000 Agent responses/month
· 3000 pages of documentation
· Multi-channel Agents
· Intelligent analysis: Sentiment analysis
· Intelligent analysis: Conversion probability
· Intelligent analysis: Topic detection
· Intelligent analysis: Summary
· Option to remove Caleida branding from the Agent
· Priority technical support
· Multiple archives
· Conversation history
· Multiple integrations
IA Agent Prime: €499/month with the following capabilities and limitations:
· 50,000 Agent responses/month
· 4000 pages of documentation
· Multi-channel Agents
· Intelligent analysis: Sentiment analysis
· Intelligent analysis: Conversion probability
· Intelligent analysis: Topic detection
· Intelligent analysis: Summary
· Option to remove Caleida branding from the Agent
· Option to use GPT-4
· Priority technical support
· Multiple archives
· Conversation history
Business Plan:
· The enterprise plan entails a tailor-made contract model to meet the needs of customers with a higher volume of regular customers or with more specific needs in the agent subscription models.
Customised and tailored agents with specific conditions outside of the subscription capabilities described above.
· Payment and billing methods will be tailored to the customer's needs.
· The enterprise plan has a fully dedicated helpdesk and support service.
· The enterprise plan cannot be enabled directly from the platform and requires the involvement of our Business Development team to adjust the use cases and detail the specific conditions of the service.
The prices of all subscriptions already include applicable VAT.
Subscription conditions:
A user can convert a free agent to a premium agent (elementary, pro, plus and prime) directly from the platform, upgrading the subscription and consequently the agent's capabilities.
All subscriptions require a validated credit/debit card with funds to make the monthly charges for each subscription per agent subject to a paid subscription.
On the day on which a subscription is made to a paying agent, the first payment of the monthly fee will be made, and that same day will be used thereafter to make the monthly charges for that agent.
The same customer may have different free and paid agents under subscription, as well as different paid subscriptions, i.e. subscriptions are always subject to one agent per subscription.
Customers will be able to disable the subscriptions of any of their agents, without losing the information or the work done with them, although once the agent is disabled, certain functionalities will be blocked and the agent will not be able to interact with end users, regardless of the channel or channels where it is operating.
Disabling an agent will only be possible 2 times per year and means that it will not be able to operate, but neither will the monthly charges of that agent be made, that is, the agent is 'frozen' keeping its documentation and instructions, but without the ability to interact with end users, nor to be updated, edited, or deleted.
Customers will not be able to switch from a higher to a lower agent subscription plan (e.g. from a Prime to an Elemental agent).
Customers may cancel their subscriptions at any time, being independent between agents and being able to choose to cancel a subscription for a specific agent and keep the rest. The cancellation of a subscription does not imply the refund of the payment made and the agent may continue to be used until the expiry date (the same day of each month, in this case the following month). Once the expiry date has arrived, if the subscription has been cancelled, the agent will be completely deleted, as well as all the documentation, information, conversations and analyses carried out. That is, all information related to an agent whose subscription has been cancelled (and not disabled) will be lost and cannot be recovered.
Any customer may contact our Customer Care and Support team to make a complaint about our services and will be assisted in resolving their complaint as soon as possible. The claim for the refund of one or more monthly payments subject to one of the subscriptions described above must be reviewed by our Legal team and will lead to the opening of a case of review of the customer's request to ensure that their demands are, or are not, lawful and that it meets the requirements for its return. Review ART:LEGAL.020L on returns on the Platform.
The payment platform on which Caleida operates is STRIPE, and its terms and conditions of service are included in Caleida's own terms and conditions.
On the same day that one of the paid subscriptions is registered, as well as on the days equivalent to the subsequent monthly payments, the customer will receive an invoice and receipt in the email account provided.
Conditions of Use
Authorised Users: The Caleida service is intended exclusively for business and professional entities. Its use is not permitted by individuals not acting in a business or professional context, including those under 18 years of age.
Geographical Restrictions: Initially, the service is available in Spain and some Latin American countries, with restrictions in those countries where local legislation prohibits it.
Customers may request the total deletion of their account through the method described on the platform.
The account deletion request entails:
Complete deletion of all customer data within 30 days of the request.
Deletion of all agents the customer has worked with, regardless of status, subscription or capacity, as well as all conversations and analytics or any information relating to each of the agents within 30 days of the request.
Customers may request proof of total deletion after the 30-day period specified, provided that Caleida has not communicated that the total deletion has been effectively carried out.
In short, the total deletion of a customer account entails the total and absolute deletion of all activity and data generated by the customer on the platform.
This is not the case for the usage and activity records that Caleida uses in aggregate form and with anonymised data for studies of use and improvement of the platform and services.
Registration and Access
To use Caleida's services, it is necessary to register on our platform through a business identity verification process. A valid email address is required and, in some cases, two-factor authentication.
In addition, in the registration process it will be necessary for the customer to provide, both for Companies and Freelancers/Freelancers:
NIF/CIF
Current IAE certificate
Business address
Responsible for the company account
Privacy and Data Protection
Caleida Agents S.L. ("Caleida") is committed to respecting the privacy of its users and to complying with current data protection regulations. In the course of providing its services, Caleida will collect certain professional data, which may include, but is not limited to:
Email: Caleida will collect the user's email address as an essential means of communication and identity verification.
Company name, if applicable.
NIF/CIF
Business Address
Username: Each user must provide a username for identification within the Caleida platform.
Telephone Number (Optional): Users may choose to provide their telephone number as an additional means of contact or verification.
Use of Information Collected
The information collected will be used to:
Improving Services: Collecting opinions and suggestions about Caleida products and services through forms and surveys. This data will be used exclusively for the development and improvement of Caleida services.
Communications with Users: To keep users informed about updates, changes to services or policies, and to provide technical support and customer service.
Data Storage and Security
Data Protection: All personal data collected is stored on secure, private servers. Caleida implements encryption and security measures to protect the integrity and confidentiality of personal data.
Security Controls: Rigorous security controls are implemented to prevent unauthorised access or data breaches. These controls include, but are not limited to, authentication systems, constant monitoring and security incident response protocols.
Data Access and Management
Layered Access Model: Caleida employs a layered data access model according to responsibilities and roles within the organisation. This ensures that only authorised personnel have access to the relevant information, maintaining the privacy and security of customer data.
User Rights
Users have the right to access, rectify, delete or limit the processing of their personal data collected by Caleida. To exercise these rights, users can contact Caleida through the channels established for this purpose.
Intellectual Property and Data Use
Client Information: The data and documentation provided by the customer for the training of the Intelligent Agents are the exclusive property of the customer and are stored privately.
Use of Information: Caleida does not use this data for purposes other than the provision of the contracted service.
All information provided by the Customer for the Intelligent Agents to learn is the sole and exclusive property of the customer. This data is stored in specific databases to be managed by the AI, in private and secure environments, guaranteeing that none of the LLMs that we use as an engine for the agents train their models with this data. All intellectual property generated exclusively by LLMs is subject to the LLM providers' own usage and privacy rules.
Limitations of Liability
Caleida will not be held responsible for decisions made based on the answers provided by the Intelligent Agents. The responsibility for the interpretation and use of the information provided by the agents lies with the customer.
The responsibility for the responses of the Intelligent Agents towards End Users and their consequences will be shared between three actors: Caleida as the provider of intelligent agents to the Customer, the Customer as the party responsible for the instructions, knowledge and objectives of the intelligent agent, and the LLM providers that Caleida uses as the conversational AI engine of the Agents.
At Caleida, we are aware that our intelligent agents are trained to ensure greater data certainty, as they draw on specific knowledge provided by the client, but have options for them to be more 'creative' (something that can be decided by the Clients). This creativity can lead agents to be less accurate in their answers, as they start from the LLMs, even if they are subsequently processed.
Modifications to the Service and Terms
Caleida Agents S.L. ("Caleida") reserves the right to make modifications, updates or changes to its products, services and legal, ethical and regulatory policies at any time and as it deems necessary for the proper functioning of the company or to comply with legal and regulatory requirements.
Notification to Customers: Caleida will inform all its customers of any significant changes in products, services, legal, ethical or regulatory policies. This communication will be made via the email address provided by the customer at the time of registration or subsequent update of their details.
Publication on Digital Channels: Caleida will also publish these changes on its official website, blog and social networks. This information will be made available in a clear and accessible way for all users and customers.
Notice Period: Caleida undertakes to notify customers reasonably in advance before the implementation of any significant changes, allowing customers sufficient time to understand and adapt to these changes.
Exceptions: In cases of urgency or immediate legal requirements, Caleida may apply changes with a shorter notice period, always seeking to act in the best interest of its customers and regulatory compliance.
Reservation of Rights: Caleida reserves the right to modify its products, services and policies when it deems it appropriate and necessary for the benefit of its customers, compliance with its legal obligations, or for the continuous improvement of its offerings and operations.
Customer Consent: Continued use of Caleida's services following notification of changes implies acceptance of the changes by the customer. If a customer does not agree with the proposed changes, they must cease using Caleida's services and notify the company of their disagreement.
Ethical and Legal Use of the Service
The use of Caleida services for illegal, discriminatory purposes or purposes that violate the privacy of third parties is prohibited. Caleida implements measures to prevent and act against malicious use.
Our ethical rules are strict, and regulate the malicious use of the service, as well as the non-payment of a monthly fee within the subscription model, or an attempt to violate the services or any other type of illegal act. Any intelligent agent, when designed by a customer, must always comply with the regulations and ethical rules in force, at all levels and for all areas. The generation of intelligent agents for malicious purposes will be detected instantly and an instant warning will be sent to the Client for its elimination. If the Client does not act accordingly by eliminating the intelligent agent in question or modifying part of it, it will be cancelled from the service and all its agents will be eliminated instantly. Furthermore, depending on the type of case and the type of abuse, exceptional measures will be taken to report it to the competent authorities. Caleida actively fights for the good and correct use of artificial intelligence, preventing and acting against the malicious use of artificial intelligence using our services.
The very models (LLMs) we use already have protective restrictions in place; but we also have a number of mechanisms in place to detect potential fraudulent, discriminatory or malicious use of our agents to prevent such actions from taking place. Thus, we are committed not only to prevention, but also to action and instant resolution of any incident due to malicious use.
Dispute Resolution and Applicable Law
Any dispute relating to these Terms and Conditions shall be resolved under the jurisdiction of the courts of Spain, applying Spanish and European Union law.
Comments and Suggestions
Caleida values the comments and suggestions of its users, which can be sent through the channels established for this purpose.
Contact
For any queries or clarifications regarding these Terms and Conditions, please contact Caleida at contacto@caleida.io.