Terms of Service

1. Who these terms are for

These terms govern the use of the CastorChat platform — AI chat and voice assistants for businesses — operated by PANDORA G.P., a Greek software development company, Komaithous 21 & Aretha, 26443 Patras, Greece (VAT: EL801214481 · GEMI: 151912016000) ("CastorChat", "we"). By creating an account or signing a service order, you ("the Customer") agree to them. If you are a visitor talking to a Customer's assistant, your relationship is with that Customer; our Privacy Policy describes how conversation data is handled.

2. The service

CastorChat provides two products built on one shared assistant: an AI Chat Assistant (an embeddable website widget) and an AI Voice Assistant (a phone number answered by AI). Depending on your plan and configuration, the service includes a business-specific knowledge base, appointment booking, lead capture, human handoff and escalation, call recording (optional, off by default), transcripts and summaries, and an operator dashboard.

We set up and configure the service for you; you remain responsible for the accuracy of the content you provide it.

3. Fees

Plans and pricing are agreed individually — contact [email protected]. Fees, billing period, included usage (such as voice minutes) and any overage terms are stated in your service order. Invoices are issued in accordance with Greek law. Fees are exclusive of VAT unless stated otherwise.

4. Your responsibilities

• Your content. You warrant that the knowledge-base content, branding, and configuration you provide are accurate, lawful, and yours to use.
• Controller duties. For conversations your assistant holds with your customers, you are the data controller and we are your processor under the Data Processing Agreement. Where you enable call recording, you are responsible for ensuring the disclosure configured for your assistant satisfies the laws that apply to you; the platform's default greeting includes an AI and recording disclosure.
• No misuse. You may not use the service for unlawful, deceptive, or harmful purposes; to send spam; to impersonate others; or to attempt to circumvent the platform's security or usage limits.
• Professional-advice boundaries. If your business is in a regulated field (health, legal, finance), you are responsible for configuring your assistant appropriately and for any disclaimers your field requires.

5. AI outputs

Assistant replies are generated by artificial intelligence grounded in your knowledge base. AI output can occasionally be inaccurate or incomplete despite the platform's safeguards. Assistant replies are not professional advice, and bookings or statements made by the assistant should be verifiable in your dashboard — where every booking, lead, call transcript and summary is recorded. We label AI-generated interactions in accordance with Article 50 of the EU AI Act.

6. Data protection

Our Privacy Policy describes what we process and for how long. Business customers are offered a Data Processing Agreement (Art. 28 GDPR) with a description of processing, technical and organisational measures, and the current subprocessor list with a change-notification mechanism. Conversation data is hosted in the EU.

7. Switching and data portability

In line with the EU Data Act, you can leave without obstacles:

• You may terminate with a maximum of two months' notice, and switching or export is completed within 30 days of the request.
• You can export your data in structured, machine-readable formats — including your leads, knowledge-base content, and conversation data — using the platform's export functions or by request.
• Any switching assistance is charged at no more than cost, and from 12 January 2027 switching is free of charge.

8. Intellectual property

The platform, its software and its branding remain ours; your content, your branding and your data remain yours. You grant us the licence needed to operate the service on your behalf (for example, to index your content so your assistant can answer from it). We may reference you as a customer only with your permission.

9. Availability and support

We operate the service with commercially reasonable efforts toward continuous availability, including monitoring, backups, and staged deployments. Planned maintenance and factors outside our control (including third-party AI, telephony and hosting providers) may affect availability. Support is provided via [email protected].

10. Liability

To the extent permitted by law: neither party is liable for indirect or consequential damages; our total aggregate liability under these terms is capped at the fees you paid in the twelve months preceding the claim. Nothing in these terms limits liability that cannot lawfully be limited (including for intent or gross negligence).

11. Term, suspension and termination

• The agreement runs for the period in your service order and renews as stated there.
• We may suspend the service for material breach, non-payment, or security risk — with notice where practicable.
• On termination, your assistants stop answering, and your data is available for export for a wind-down period of 30 days, after which it is deleted in line with the retention terms of the Privacy Policy and DPA. We never delete your data as a response to an ordinary billing dispute without notice.

12. Changes to these terms

We may update these terms; material changes are notified to customers in advance. Continued use after the effective date constitutes acceptance. The current version always lives at this page.

13. Governing law and disputes

These terms are governed by Greek law. The courts of Athens, Greece have exclusive jurisdiction, without prejudice to mandatory consumer or data-protection rights.

14. Contact

PANDORA G.P. · Komaithous 21 & Aretha, 26443 Patras, Greece
VAT: EL801214481 · GEMI: 151912016000
[email protected]