Terms of Service

1. What Kolega does

Kolega is a managed service that operates AI-powered employees (sales, support, or reception roles) on your website. We set up the role, ingest your content into a knowledge base, tune the voice, run a quality test, deploy the widget, and review every conversation each month. The Service includes the dashboard at kolega.hr, the embeddable widget served to your site visitors, and the monthly improvement cycle described on our pricing page.

What Kolega is not: it is not a self-serve chatbot builder, it is not a replacement for a regulated professional (medical, legal, financial advice), and it does not guarantee the accuracy of any individual response. We explain how mistakes are handled in §10.

2. Your account

To use Kolega you must create a workspace and an account, give us accurate information, and keep your credentials confidential. You are responsible for everything that happens under your account, including any sub-users you add to the workspace. If you believe your credentials have been compromised, contact us immediately at pozdrav@kolega.hr.

You confirm you are at least 18 years old and authorised to enter into these Terms on behalf of the legal entity using the Service.

3. Acceptable use

You agree not to use Kolega to:

• Send unlawful, harassing, defamatory, deceptive, or otherwise tortious content to visitors of your site through the agent.
• Impersonate any person or misrepresent the nature of your business or the role the agent is performing.
• Use the Service to provide regulated professional advice (medical diagnosis, legal opinions, financial planning, etc.) that requires human accountability and licensing.
• Scrape, reverse-engineer, or attempt to extract our underlying models, prompts, or training data.
• Resell the Service to third parties without our written consent.
• Probe, scan, or otherwise attempt to compromise the security of the Service or any related infrastructure.

We reserve the right to suspend or terminate accounts that violate this section, with notice where commercially reasonable.

4. Subscription and billing

Kolega is sold as a monthly subscription. Prices are listed on our pricing page and are quoted in euros (EUR) exclusive of VAT, which we collect where legally required. Payment is processed by Stripe; we do not see or store your card details.

Subscriptions renew automatically each month until cancelled. You can cancel at any time from the billing section of your dashboard. Cancellation takes effect at the end of the current paid period; we do not pro-rate refunds for partial months except where required by consumer protection law in your jurisdiction.

If a payment fails, we will attempt to retry it. If retries continue to fail, we may suspend the Service after written notice. Restoring a suspended account requires settling the outstanding balance.

5. Your content, your data

The content you give us to power your agent (catalog, FAQ, policy documents, site crawl, conversation transcripts produced by your visitors) remains your property. You grant us a limited licence to process it for the sole purpose of operating the Service on your behalf.

We do not sell your content. We do not use your customer transcripts to train general-purpose AI models. We use them to improve your agent and to provide you with the monthly quality report. Aggregated, anonymised metrics may be used internally to improve the Service overall.

Specific data-handling commitments — what we collect, our lawful basis, third-party processors, your GDPR rights — are documented in the Privacy Policy.

6. Our intellectual property

The Kolega platform, dashboard, widget, brand, copy, and underlying systems are owned by LumiVerse d.o.o. and protected by applicable copyright and trademark law. These Terms do not transfer any ownership of our intellectual property to you. They grant you a non-exclusive, non-transferable, revocable licence to use the Service during your active subscription.

7. Accuracy and escalation

AI models make mistakes. The agent we operate on your site can give incorrect or incomplete answers, even when the underlying content is correct. When the agent is not confident, it has an explicit escalation path to your team rather than guessing. We describe this behaviour in our published material and stand behind it.

We do not warrant that any individual response from the agent will be free from error. The Service is provided "as is" and "as available". To the maximum extent permitted by law, we disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

8. Limitation of liability

To the maximum extent permitted by applicable law, our aggregate liability to you for any claim arising out of or in connection with the Service is limited to the fees you have paid us in the twelve (12) months preceding the event giving rise to the claim. Neither party is liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, or data, even if advised of the possibility of such damages.

Nothing in these Terms excludes or limits liability for fraud, gross negligence, death or personal injury, or any other liability that cannot lawfully be excluded.

9. Indemnification

You agree to defend, indemnify, and hold us harmless against claims, damages, and costs (including reasonable legal fees) arising from your content, your use of the Service in violation of these Terms, or your violation of any third-party right.

10. Termination

Either party may terminate these Terms at any time by giving notice. If you terminate, your subscription ends at the end of the current paid period and we will not invoice you further. If we terminate for cause (a material breach of these Terms that you do not cure within fourteen days of written notice), we may suspend the Service immediately.

On termination, we will export your workspace data on request within thirty days and then delete it from production systems within ninety days, subject to legal retention obligations.

11. Changes to these Terms

We may update these Terms from time to time. Material changes will be notified to you by email at the address on file at least fourteen days before they take effect. Your continued use of the Service after the effective date constitutes acceptance of the updated Terms.

12. Governing law and disputes

These Terms are governed by the laws of Croatia, without regard to conflict-of-laws principles. The courts of Zagreb, Croatia have exclusive jurisdiction over any dispute arising under these Terms, except where mandatory consumer-protection law in your country grants you the right to bring proceedings locally.

13. Contact

Questions about these Terms can be sent to pozdrav@kolega.hr. For data-protection enquiries, see the contact details in the Privacy Policy.