Terms and Conditions

1. Introduction and Scope

1.1 Purpose and Subject Matter

Welcome to Vennie, your solution for automated AI-powered e-commerce customer support agents. These General Terms and Conditions (hereinafter "GTC" or "Terms") govern the legal relationship between Vennie Tech UG, Bluntschlistr. 31, 69115 Heidelberg (hereinafter "we," "us," or "our") and you as a user of our chatbot platform, which can be integrated into helpdesk systems. Our services include the use of our web application, which is based on artificial intelligence and automatically processes customer inquiries.

These GTC set out the rules and obligations that both you as a user ("User") and we, Vennie, must observe in connection with the use of the Vennie website, applications, tools, and services (collectively, the "Service"). The Service is designed to help e-commerce companies automate their customer support, handle inquiries, and manage customer interactions in order to achieve optimal support outcomes.

1.2 Acceptance of the GTC

By using our platform and all associated services, tools, and features (collectively, the "Service"), you expressly accept these GTC and agree to be legally bound by them. If you are using the Service on behalf of a company, organization, or other legal entity, you represent and warrant that you are authorized to bind that entity to the GTC, in which case the terms "you" and "your" shall refer to that entity.

Use of our Service is only possible on the condition that you agree to these Terms. If you do not agree with all provisions of these GTC, you may neither access nor use the Service. Your continued use of the Service will be deemed acceptance of our updated or amended Terms and any changes to the Service's functionality.

Please read these GTC carefully, as they affect your legal rights, including an agreement to resolve any disputes through binding individual arbitration.

2. Description of Services

2.1 Overview

Vennie offers a powerful platform designed to optimize customer service for e-commerce companies through AI-driven automation. Our services include, among others, the following core functions:

Customer support for general inquiries: Vennie uses advanced AI algorithms to provide automated responses to common customer inquiries. This ensures fast and accurate information delivery while relieving the human support team.

Order cancellations and refunds: Our platform simplifies the process of handling cancellation and refund requests. Customers are guided through the required steps, and a large portion of the backend processing is automated to ensure a swift resolution.

Returns and item exchanges: Vennie supports smooth handling of returns and replacement deliveries by automating the creation of return labels, shipment tracking, and coordination of replacement shipments. Customers are kept informed throughout the entire process.

Product inquiries: Vennie's AI-powered system can retrieve and provide detailed product information such as specifications, availability, and compatibility. This helps customers make informed purchasing decisions without requiring human intervention in many cases.

Order tracking: Vennie integrates with various shipping providers to deliver real-time order tracking information. Customers can easily check the status of their orders and receive proactive updates on delivery progress.

Our platform is flexible and customizable, offering both preconfigured solutions and individually adjustable options that meet the diverse requirements of e-commerce businesses.

2.2 Additional Features

Vennie is continuously developed to meet the evolving demands of the e-commerce market. As such, new features and improvements may be added beyond those described above. These additional features could include expanded integrations, personalized customer interactions, or further automation capabilities. Changes or extensions to functionality will be implemented in accordance with the needs of our users.

By using the Vennie platform, you gain access to a comprehensive set of tools that improve your customer service and make your e-commerce processes more efficient. Our goal is to enable better business outcomes through optimized customer interactions, automated support processes, and efficient order management.

2.3 Service Level Agreement (SLA)

Vennie commits to a service availability of 99.9% per month. Downtime due to scheduled maintenance is excluded from this figure. Detailed information about our SLA can be found in a separate document.

3. Licensing

We grant you the right to access and use the web application within the framework of your own helpdesk system. This does not include any transfer of ownership rights. The software remains our exclusive property.

4. Terms of Use

Use of our software is limited to a contractually defined number of messages. Should you exceed this volume, additional charges will apply. If you expect a volume exceeding 200 tickets per day, we ask that you notify us in advance.

5. Usage Policies

5.1 Permitted Use

Vennie strives to maintain a positive and professional environment for all users. By accessing the Service, users agree to comply with the following guidelines:

Lawful use: The Service must be used in accordance with all applicable laws, regulations, and industry standards.

Authorized access: Users may only access the Service through authorized means and must not attempt to gain unauthorized access to any part of the Service or related systems.

Prohibited activities: Users must not engage in the following activities when using the Service:

• a) Transmitting, distributing, or storing unlawful, harmful, threatening, defamatory, or obscene material.

• b) Misrepresenting identity or falsely claiming affiliation with any person or institution.

• c) Disrupting or impairing the integrity or performance of the Service.

• d) Reverse engineering or attempting to derive the source code of the Service.

• e) Overloading or impairing the Service's infrastructure.

• f) Distributing viruses or similar malware.

• g) Collecting information about other users without their explicit consent.

Compliance with policies: Users must comply with all guidelines and regulations provided by Vennie.

Reporting violations: Users are encouraged to promptly report any violations of these policies.

Consequences of violations: Violations may result in suspension or termination of access to the Service.

Reservation of rights: Vennie reserves the right to take legal action against users who violate the usage policies.

5.2 Compliance with Laws

Vennie operates within the European Union and Germany, and users must comply with all applicable laws:

• Data protection: Users must observe the General Data Protection Regulation (GDPR) and the Federal Data Protection Act (BDSG).

• Electronic communications: The EU Privacy Directive and the Telemedia Act (TMG) must be observed in electronic communications.

• Consumer protection: Users must comply with EU and German consumer protection laws.

• Anti-spam regulations: Users must not send unsolicited commercial messages without consent.

• Intellectual property: The copyrights of third parties must be respected.

• Financial regulation: Users must comply with relevant financial regulations.

• Reporting obligations: Violations of applicable laws must be reported promptly.

5.3 Compliance and Ethical Standards

Vennie is committed to ethical business practices and expects the same from its users. This includes compliance with all applicable laws and regulations, as well as adherence to ethical standards in the use of our AI-based services. Users may not use the Service for illegal, fraudulent, or discriminatory purposes. Vennie reserves the right to suspend or terminate accounts that violate these ethical standards.

6. Intellectual Property

6.1 Ownership

Vennie retains all rights, title, and interests in the software, including all associated technologies, algorithms, and intellectual property rights. Users grant Vennie a non-exclusive, worldwide license to use content transmitted through the platform.

6.2 User License

Users are granted a limited, non-transferable license to use the Service. Any attempt to modify, copy, or reverse engineer the software is prohibited.

6.3 User Intellectual Property

Users retain all rights to content they create, including texts, images, and other materials they upload or create through the Service. By using the Service, users grant Vennie a worldwide, non-exclusive, royalty-free license to use, reproduce, and process such content to the extent necessary to provide the Service. Vennie undertakes to respect the intellectual property rights of users and will not assert any claims to users' intellectual property.

7. User Accounts

7.1 Account Creation

To fully use the services offered by Vennie, individuals and companies must create and maintain a user account. The account creation process and associated responsibilities are as follows:

Registration requirements: Users must be at least 18 years of age, or the age of majority in their country of residence, whichever is higher. By creating an account, you confirm that you meet these age requirements and are legally capable of entering into a binding contract.

Registration process: During registration, you are required to provide truthful and accurate information, including your full legal name, company affiliation (if applicable), contact details, and a valid email address. You will also be asked to create a secure password.

Account verification: Vennie may require account verification as part of the registration process. This may include phone verification, email confirmation, or the submission of additional documents for identity or business verification.

Account responsibilities: You are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account. You agree to notify Vennie immediately of any unauthorized use of your account or other security breaches. Vennie is not liable for any losses or damages arising from your failure to comply with this obligation.

Keeping account information up to date: You must keep your account information, in particular your email address, current to ensure you receive important notifications and communications regarding your account and the Services.

7.2 Account Holder Responsibilities

After creating an account with Vennie, the following responsibilities must be observed by the account holder to ensure secure and compliant use of the Service:

Security and confidentiality: You are solely responsible for the confidentiality of your account information, including your password, and for all activities that occur under your account. You agree to use strong passwords and change them regularly.

Notification of unauthorized use: You must promptly notify Vennie if you become aware of any unauthorized use of your account or any other security breach. Prompt communication helps prevent further unauthorized activity.

Accuracy of information: Keep your account information, including contact details and payment information, accurate and up to date. This ensures effective communication and transactions in connection with the Service.

Compliance with terms and policies: You must comply with all terms set out in this document as well as all applicable laws and regulations. This includes lawful use of the Service and ensuring that all activities under your account meet these standards.

Responsible use of the Service: Use the Service in a manner that is respectful toward other users and the Service itself. This means not engaging in activities that damage, disable, overload, or impair the Service, or that interfere with other users' enjoyment of the Service.

Non-transferability: Accounts are non-transferable. You may not use another person's account without their permission, and you may not allow anyone else to use your account.

8. Data Protection and Data Processing

8.1 Data Collection

Vennie collects certain information from users and their leads in order to provide and improve the Service. The following points outline the types of data collected and their purposes:

User data: Vennie may collect personal information from users when they register an account, including but not limited to name, email address, company name, and contact details. This information is used to create and manage user accounts, provide customer support, and communicate with users about the Service.

Order data: Vennie collects information about users' orders, including order numbers, product details, purchase dates, and transaction amounts. This order data is used to manage orders, analyze purchasing behavior, and improve the customer experience.

Usage data: Vennie automatically collects usage data when users interact with the Service, including log data, device information, IP addresses, and browser type. This information is used to analyze trends, administer the Service, and improve the user experience.

Cookies and tracking technologies: Vennie may use cookies, web beacons, and similar tracking technologies to collect information about users' interactions with the Service and to personalize their experience. Users have the option to accept or reject cookies via their browser settings. However, rejecting cookies may affect certain features of the Service.

Third-party data: Vennie may receive data from third-party providers, such as integrated software applications or data providers, to extend the functionality of the Service or to supplement lead information provided by users. Users are responsible for ensuring that they have the necessary rights and permissions to share third-party data with Vennie.

Compliance with data protection laws: Vennie is committed to protecting the privacy and security of user data and complies with applicable data protection laws, including the General Data Protection Regulation (GDPR) in the European Union and the California Consumer Privacy Act (CCPA) in the United States.

Data retention: Vennie stores user data only for as long as necessary to fulfill the purposes for which it was collected, unless a longer retention period is required by law or approved by the user.

By using the Service, users consent to the collection, processing, and use of their data as described in this section. Users are encouraged to review Vennie's Privacy Policy for more information on how their data is handled and protected.

8.2 Data Use

Vennie respects the privacy of its users and their leads and is committed to using collected data responsibly. The following points outline how Vennie uses data collected through the Service:

Service provision: Vennie uses user data to provide, manage, and improve the functionality of the Service, including but not limited to account management, lead generation, email distribution, and analytics.

Communication: Vennie may use users' contact details to communicate with them about their accounts, Service updates, promotional offers, or other relevant information. Users may opt out of promotional messages at any time.

Personalization: Vennie may use data from users' interactions with the Service to personalize their experience, such as through targeted recommendations, content, or advertising based on their preferences and usage patterns.

Analytics: Vennie analyzes usage data to understand how users interact with the Service, diagnose technical issues, and improve overall performance and usability. This may include the aggregation and anonymization of data for statistical analysis.

Legal compliance: Vennie may use collected data to comply with legal obligations, respond to legal requests or claims, enforce the Terms of Service, or protect the rights, property, or safety of Vennie, its users, or others.

Research and development: Vennie may use data for research and development purposes to innovate and improve the Service, develop new features or products, and conduct market research.

Data sharing: Vennie does not sell or rent user data to third parties for their own marketing purposes. However, Vennie may share data with trusted third-party providers or business partners who assist in providing the Service, subject to appropriate data protection agreements.

Data security: Vennie implements industry-standard security measures to protect user data from unauthorized access, disclosure, alteration, or destruction. More information about Vennie's security practices can be found in the security section of the website or by contacting customer support.

Users' consent to the use of their data as described in this section is implicit upon use of the Service. Vennie strives for transparency in its data protection practices and encourages users to review the Privacy Policy for more detailed information.

8.3 Data Security

Vennie prioritizes the security of user data and employs comprehensive measures to protect against unauthorized access, disclosure, alteration, or destruction. The following points outline Vennie's approach to data security:

Encryption: Vennie uses industry-standard encryption protocols to secure data transmission over the internet. This includes HTTPS encryption for website traffic and encryption of sensitive information in databases.

Access controls: Access to user data is restricted to authorized personnel who require such access to perform their duties. Vennie uses role-based access controls and regularly reviews access permissions to ensure they are appropriate and current.

Data minimization: Vennie limits the collection and storage of user data to the minimum necessary to provide the Service. Personal data is anonymized or pseudonymized where possible to reduce the risk of unauthorized disclosure.

Data integrity: Vennie implements measures to maintain the accuracy and integrity of user data, including regular data backups, data validation checks, and error monitoring.

Security audits: Vennie conducts regular security reviews and assessments to identify and mitigate potential vulnerabilities in its systems and infrastructure. External security experts may be engaged to conduct independent audits.

Employee training: Vennie provides ongoing training and education for its employees on data security best practices, including phishing awareness, password security, and incident response procedures.

Incident response: Vennie has established incident response procedures to quickly address and mitigate security incidents or breaches. Users will be notified in accordance with legal requirements if their data is affected by a security incident.

Compliance standards: Vennie complies with relevant data protection laws and regulations, including the General Data Protection Regulation (GDPR) in the European Union and the California Consumer Privacy Act (CCPA) in the United States. Compliance certificates and audit reports may be made available to users upon request.

8.4 GDPR Compliance

Vennie is committed to compliance with the General Data Protection Regulation (GDPR) of the European Union. Users have the right to access, rectify, erase, and restrict the processing of their personal data. Users may request a copy of their personal data stored with Vennie at any time. Vennie will only process personal data for the purposes specified in the Privacy Policy.

8.5 Data Export

Users have the right to export their data in a machine-readable format. Vennie provides users with tools to export their data at any time.

8.6 Backup and Data Protection

Vennie performs regular backups of all user data to prevent data loss. Users are encouraged to additionally create their own backups of important data. Vennie is not liable for data loss caused by force majeure or by actions of the user.

9. Fees and Payment Terms

9.1 Fees

You agree to pay the agreed fees in accordance with the chosen pricing structure. All prices are stated in euros and are exclusive of applicable statutory VAT. Fees depend on the pricing plan selected at the time of subscription or another agreement made with Vennie. Fees may vary depending on the features, usage limits, and additional services of the chosen plan.

9.2 Billing Cycle

Fees are charged on a regular basis, typically monthly or annually, in advance or in arrears, in accordance with the user's account settings or subscription agreement. You are responsible for the timely payment of all fees associated with your account.

9.3 Payment Methods

Vennie accepts payments by credit card, bank transfer, or other approved payment methods. You must provide valid payment information and authorize Vennie to charge the applicable fees to your chosen payment method.

9.4 Taxes

You are responsible for the payment of all applicable taxes, duties, or other governmental charges associated with your use of the Service, including but not limited to sales tax, value added tax (VAT), or goods and services tax (GST).

9.5 Changes to Fees

Vennie reserves the right to amend the fee schedule or introduce new fees for additional features or services with prior notice to users. Changes to fees do not apply retroactively and take effect only for future billing periods.

9.6 Overdue Payments

Failure to pay fees by the due date may result in suspension or termination of access to the Service. Vennie may also charge late fees or interest on overdue payments to the extent permitted by law.

9.7 Refunds

Vennie's refund policy is set out in the Refunds and Cancellations section of these Terms. Users may be entitled to a refund of prepaid fees in accordance with the terms of their subscription agreement or applicable law.

9.8 Fee Disputes

Users who dispute the accuracy or validity of fees charged by Vennie must notify Vennie in writing within a reasonable timeframe. Vennie will investigate the dispute and work with the user in good faith to resolve it.

9.9 Cancellation

Users may cancel their subscription at any time by contacting Vennie's customer service team or using the account settings on the Vennie platform. Upon cancellation, access to the Service will end at the conclusion of the current billing period, and no further charges will be incurred.

9.10 Refund Entitlements

Users may be entitled to a refund of prepaid fees if they cancel their subscription within a specified period after the original purchase or renewal, as described in the subscription agreement or applicable law. Refunds are generally not granted for partial billing periods or fees already incurred.

9.11 Processing Time

Refunds, when approved, will be processed within a reasonable timeframe and returned to the original payment method. Processing times may vary depending on the payment provider and banking institution.

9.12 Exceptions

Vennie reserves the right to decline refunds or cancellations in certain cases, such as: a) Breach of these Terms or abuse of the refund policy. b) Failure to provide necessary information or documentation to support the refund request. c) Refund requests submitted outside the stated refund period or under circumstances not covered by the refund policy.

9.13 Fee Disputes

If users believe they have been incorrectly charged for the Service, they must promptly notify Vennie's customer service team to clarify the matter. Vennie will investigate the disputed charges and issue refunds where justified based on the findings.

9.14 Price Changes

Vennie reserves the right to change the prices for the Service. Price changes will be communicated to users at least 30 days in advance by email. In the event of price increases, users have the right to terminate their contract extraordinarily within 14 days of receiving the notification.

10. Term, Termination, and Suspension

10.1 Term and Termination

The agreement enters into force upon your acceptance of these GTC. Termination of this agreement is only possible at the end of a calendar month, subject to a notice period of at least 30 days. Termination must be made in writing. Upon the effective date of termination, access to the Services will be deactivated at the end of the current month.

10.2 Grounds for Termination and Suspension

Vennie reserves the right to terminate or suspend a user's access to the Service under certain circumstances. The following points describe the grounds for termination or suspension:

Breach of GTC: Vennie may terminate or suspend a user's access to the Service if the user breaches any provision of these GTC, including but not limited to violations of acceptable use, payment terms, or intellectual property rights.

Non-payment: Vennie may suspend or terminate a user's access to the Service if the user fails to pay fees or charges due under the fee schedule and payment terms.

Legal compliance: Vennie may terminate a user's access to the Service if required by law or if Vennie, in its sole discretion, determines that continued provision of the Service would violate applicable law or regulations.

Account closure: Users may request termination of their account at any time by following the termination procedures described in these GTC. Vennie will process such requests promptly and terminate access to the Service accordingly.

Misuse or misconduct: Vennie may terminate or suspend a user's access to the Service if the user uses the Service in an abusive or improper manner, including but not limited to fraudulent activity, unauthorized access, or distribution of harmful content.

Security concerns: Vennie may suspend or terminate a user's access to the Service if Vennie, in its sole discretion, determines that continued use of the Service poses a security risk to Vennie, other users, or third parties.

Repeated complaints: Vennie may terminate a user's access to the Service if Vennie repeatedly receives complaints or indications of violations of third-party rights by the user.

Discretionary decision: Vennie reserves the right to terminate or suspend a user's access to the Service for any reasons not expressly stated in these GTC, at its sole discretion and without liability.

Users are responsible for complying with these GTC and all additional Vennie policies or guidelines. Violations may result in termination or suspension of access to the Service, as determined by Vennie in its sole discretion.

10.3 Consequences of Termination

Following termination of access to the Service, the following consequences may occur:

Account closure: Upon termination, the user's access to the Service will be immediately suspended, and the user's account will be closed. Users will no longer be able to access their account or use features of the Service.

Data deletion: Vennie may, but is not obligated to, delete or remove user data from its systems following account termination. Users are encouraged to retrieve any data they wish to retain prior to account termination.

Payment obligations: Termination of access to the Service does not relieve the user of existing payment obligations incurred prior to termination. Users remain responsible for payment of all fees or charges accrued up to the date of termination.

Intellectual property rights: Termination of access to the Service does not affect Vennie's ownership of its intellectual property rights as described in these GTC. Users are required to cease using Vennie's trademarks, logos, and other proprietary materials following termination.

Survival of terms: Certain provisions of these GTC, including but not limited to those relating to intellectual property, indemnification, limitations of liability, and dispute resolution, survive termination and continue to apply.

No liability: Vennie is not liable to users or third parties for any damages, losses, or liabilities arising from or related to the termination of access to the Service, unless expressly provided for in these GTC or required by law.

Post-termination actions: Vennie may take actions after termination, such as retaining user data for archival purposes, enforcing remaining provisions of these GTC, or pursuing legal remedies for breaches of contract.

11. Updates and Modifications

11.1 Software Updates

Regular updates to the software will be provided and integrated automatically at no additional cost to the licensee. There is no option for the licensee to individually customize the software.

11.2 Amendments to the General Terms and Conditions

Vennie reserves the right to update or amend these General Terms and Conditions from time to time. The following points outline the process for updates to the Terms:

Notification: Vennie will inform users of changes or modifications to the Terms at least 30 days in advance by publishing the revised Terms on the Vennie website or sending them by email to the address associated with the user's account.

Material changes: In the case of material changes to the Terms that significantly affect users' rights or obligations, Vennie will draw users' attention to these changes separately and clearly.

Right to object: Users have the right to object to material changes within 14 days of receiving the notification. In such cases, Vennie reserves the right to terminate the agreement at the earliest possible date.

11.3 Service Changes

Vennie reserves the right to modify or discontinue any aspect of the Service at any time without prior notice. The following points outline Vennie's approach to changes to the Service:

Feature changes: Vennie may add, remove, or modify features of the Service, including functionalities, tools, or capabilities, at its sole discretion. Such changes may be made to improve performance, enhance security, or adapt to evolving user needs.

Service interruptions: Vennie may temporarily interrupt access to the Service for maintenance, updates, or other operational reasons. Vennie will make reasonable efforts to notify users in advance of planned interruptions and to minimize the impact on use of the Service.

Discontinuation of the Service: Vennie may, at its sole discretion, decide to discontinue the Service entirely. In such cases, Vennie will provide users with reasonable advance notice and may offer assistance with transitioning to alternative solutions or retrieving data, where possible.

User feedback: Vennie welcomes feedback and suggestions from users regarding the Service. While Vennie will take user feedback into consideration when making decisions about changes to the Service, Vennie retains sole discretion over such changes.

No obligation: Vennie is not obligated to maintain or support any particular features or functionalities of the Service and may discontinue any component of the Service at any time without liability to users.

12. Limitations of Liability and Disclaimer of Warranties

12.1 Limitations of Liability

We are not liable for indirect, incidental, consequential damages, lost profits, data loss, or downtime, unless such damages arise from our gross negligence or willful misconduct. Our liability is limited to the amounts paid in the preceding twelve months. This limitation of liability does not apply to damages arising from injury to life, body, or health caused by a negligent breach of duty by Vennie or an intentional or negligent breach of duty by a legal representative or agent of Vennie.

12.2 Disclaimer of Warranties for Chatbot Functionalities

Our chatbot platform is provided "as is" and "as available," without warranties of any kind, whether express or implied. We do not warrant that the chatbot will operate uninterrupted, error-free, or free from defects, or that defects will be corrected. Users should be aware that the platform may experience limitations, delays, and other issues common to internet-based services. We assume no responsibility for the accuracy, reliability, completeness, or usefulness of content provided through the chatbot. We are also not liable for damages arising from the use of third-party content or services. Users are required to critically evaluate the chatbot's responses and may not rely solely on them for critical or legally binding actions.

12.3 Security Risks

We do not warrant that the platform is secure or free from viruses, malware, or other harmful components. Users are themselves responsible for implementing appropriate security measures to protect their devices and data.

12.4 Limitation of Liability

Our liability is limited to the amount of fees paid by the user to us in the twelve months preceding the event giving rise to the liability. These limitations of liability apply within the framework of applicable law and do not affect users' rights that cannot be excluded or limited by law.

13. Indemnification

13.1 Indemnification

Users agree to indemnify, defend, and hold harmless Vennie and its subsidiaries, officers, directors, employees, agents, licensors, and suppliers from and against any and all claims, liabilities, damages, losses, and expenses, including reasonable attorneys' fees, arising out of or in connection with:

User content: Any content, materials, or information submitted, posted, or transmitted by users through the Service, including but not limited to user data, messages, feedback, or other communications.

User conduct: Any use of the Service by users that violates these Terms or applicable law, including but not limited to misuse or improper use of the Service, infringement of third-party rights, or harm to other parties or their privacy.

Third-party claims: Any claims or demands from third parties arising out of or in connection with users' use of the Service, including but not limited to claims of intellectual property infringement, defamation, or violation of privacy rights.

Breach of contract: Any breach of these Terms or other agreements entered into between users and Vennie, including but not limited to breaches of warranties, violations of confidentiality obligations, or failure to fulfill payment obligations.

Unauthorized activities: Any unauthorized access to or use of the Service by users, including but not limited to unauthorized access to user accounts, unauthorized use of Vennie's intellectual property, or distribution of harmful content.

Users agree to promptly notify Vennie of any claims, actions, or demands falling under this section and to fully cooperate with Vennie in the defense of such claims. Vennie reserves the right to assume the exclusive defense and control of any matter subject to indemnification by users, at users' expense. Users may not settle any indemnified claim without Vennie's prior written consent, which shall not be unreasonably withheld.

13.2 Limitations on Indemnification

The users' indemnification obligation does not apply to claims arising from errors or defects in the Service not caused by the user.

14. Dispute Resolution

14.1 Governing Law

These Terms and any disputes arising out of or in connection with the Service are governed by the laws of Germany, without regard to its conflict of law provisions. Users agree that all legal actions or proceedings arising out of or in connection with these Terms or the Service shall be brought exclusively before the courts of Germany. Users hereby consent to the jurisdiction and venue of these courts and waive any objection to such jurisdiction or venue on grounds of inconvenience or otherwise. The United Nations Convention on Contracts for the International Sale of Goods does not apply to these Terms or the Service. In the event of discrepancies or conflicts between the German version of these Terms and any translated versions, the German version shall prevail.

14.2 Arbitration

Any dispute, controversy, or claim arising out of these Terms or their breach, termination, or validity, including disputes relating to the formation, interpretation, or applicability of these Terms, shall be resolved in accordance with the rules of the Deutsche Institution für Schiedsgerichtsbarkeit (DIS – German Arbitration Institute). The arbitration proceedings shall be conducted in the German language and held in Germany, unless the parties agree otherwise. The arbitral tribunal shall consist of a sole arbitrator appointed in accordance with the DIS rules. The arbitrator's decision shall be final and binding on the parties; judgment on the arbitral award may be entered in any competent court. The parties hereby waive any right of appeal or review of the decision. The costs of the arbitration proceedings, including the arbitrator's fees, shall be borne equally by the parties, unless the arbitrator decides otherwise in the award. This arbitration clause does not prevent either party from seeking interim relief or other equitable remedies from a competent court to prevent actual or threatened infringement, misappropriation, or violation of a party's intellectual property rights or confidential information. The parties undertake to maintain the confidentiality of the arbitration proceedings and all awards, unless disclosure is required for the enforcement of the award or required by law. This arbitration clause survives the termination or expiry of these Terms.

15. Final Provisions

15.1 Entire Agreement

These General Terms and Conditions, together with any additional policies, guidelines, or agreements referenced herein or provided by Vennie, constitute the entire agreement between users and Vennie with respect to the Service and supersede all prior and contemporaneous agreements, representations, and understandings, whether oral or written. Users acknowledge that they have not relied on any representations or warranties not expressly stated in these GTC in entering into this agreement with Vennie. Any ambiguities in the interpretation of these GTC shall not be construed against the drafting party. Amendments or additions to these GTC may only be made by Vennie as described under GTC Updates. Users may be subject to additional terms that apply when using third-party services, content, or software integrated into the Service. Should any provision of these GTC be declared invalid, unlawful, or unenforceable by a competent court, the remaining provisions shall remain in full force and effect to the extent permitted by law. Vennie's failure to enforce any right or provision of these GTC shall not constitute a waiver of such right or provision. These GTC are binding upon and inure to the benefit of the parties and their respective successors and assignees. By using the Service, users confirm that they have read, understood, and accepted these GTC as well as any additional Vennie policies or guidelines.

15.2 Severability Clause

Should any provision of these GTC be found by a competent court to be invalid, unlawful, or unenforceable, the validity, legality, and enforceability of the remaining provisions shall not be affected thereby. The parties undertake to replace any invalid, unlawful, or unenforceable provision with a valid, lawful, and enforceable provision that most closely reflects the original intent and purpose of the provision. The invalidity, unlawfulness, or unenforceability of any provision shall have no effect on the validity, legality, or enforceability of any other provision of these GTC. The headings and titles in these GTC are for clarity purposes only and do not affect the interpretation of these GTC. These GTC constitute the entire agreement between the parties with respect to the subject matter hereof and supersede all prior written or oral agreements and understandings relating to such subject matter. The parties confirm that they have read and understood these GTC and feel voluntarily bound by them.

16. Contact Information

16.1 Support

Vennie is committed to providing users with timely and effective assistance for questions, concerns, or issues relating to the Service. The following points outline Vennie's support policies:

Contact options: Users may contact Vennie's support team by email, live chat, or through the support portal on the Vennie website. Contact information and instructions for using the support channels are available on the Vennie website.

Response times: Vennie endeavors to respond to support inquiries promptly and within reasonable timeframes. Response times may vary depending on the nature and complexity of the inquiry and the volume of support requests.

Support hours: Vennie's support team is available during regular business hours, Monday to Friday, excluding public holidays, unless otherwise specified. Users may submit support requests at any time; however, responses outside normal business hours may be delayed.

Scope of support: Vennie provides assistance with technical issues, account management, billing inquiries, and general questions about the use of the Service. Support does not include consulting services, custom development, or training beyond the scope of standard documentation and tutorials.

Knowledge base: Vennie maintains a knowledge base with articles, tutorials, and frequently asked questions (FAQs) to help users address common inquiries and troubleshoot issues independently.

Escalation process: If users encounter unresolved issues or require further assistance beyond initial support interactions, Vennie may escalate the request to higher-level support or engineering teams for additional investigation and resolution.

Feedback: Vennie welcomes feedback from users on the support experience and suggestions for improvement. Users are encouraged to share their feedback through the support channels or customer satisfaction surveys.

Vennie strives to provide high-quality support services and to resolve users' inquiries promptly and satisfactorily. Users are encouraged to contact Vennie's support team with any questions or concerns regarding the Service.

17. Definitions

The following terms are defined as follows in these GTC:

"Service": Refers to the chatbot platform offered by Vennie and all associated features and services.

"User": Any natural or legal person who uses Vennie's Service.

"Leads": Potential customers or prospects whose contact information is generated or managed through the Service.

"Content": All data, information, texts, images, videos, or other materials uploaded, created, or shared by users through the Service.

"Intellectual Property": Includes, but is not limited to, copyrights, patents, trademarks, trade secrets, and other intangible rights.