General Terms and Conditions

Version: October 2026

§ 1 Scope

(1) These General Terms and Conditions (the „Terms“) apply to all contracts for the use of the „rylivo“ service between Rylivo UG (haftungsbeschränkt), Friedrichstr. 155, 10117 Berlin („rylivo“) and its customers.

(2) The offering is directed exclusively at entrepreneurs within the meaning of § 14 BGB, legal persons under public law and special funds under public law. Contracts with consumers are excluded.

(3) Terms of the customer that deviate from these do not apply unless rylivo expressly agrees to their application in text form.

§ 2 Subject matter of the contract

(1) rylivo provides the customer with an AI-supported phone assistant as software-as-a-service. The assistant answers incoming calls that the customer forwards to the number assigned to them, greets callers with the customer's company name, answers standard questions on the basis of the information the customer has provided, records callback and appointment requests in structured form, and notifies the customer by e-mail. Transcripts and summaries can be retrieved in the customer dashboard.

(2) Every call begins with a notice that an AI assistant is speaking and that the conversation is being transcribed. This notice is required by law (Art. 50 AI Act) and cannot be switched off.

(3) The contract is formed by the customer's order and rylivo's acceptance (order confirmation in text form or activation of the service).

§ 3 Scope of services and packages

(1) The scope of services follows the package selected:

(2) All prices are exclusive of statutory value added tax.

(3) Billing is based on the talk time of calls that are answered. Included minutes that are not used expire at the end of the respective billing month. Talk time beyond the included minutes is charged at € 0.15 per minute or part thereof.

(4) Setting up the service, including personal onboarding and integration, is included in the package price. No separate setup fee is charged.

Fair use. The conversation minutes included in the package are dimensioned for the ordinary telephone operation of a single business. If usage exceeds the allowance, additional minutes are charged at € 0.15 per minute or part thereof. rylivo may inform the customer and agree a suitable package with them if usage is persistently and substantially above the allowance or evidently does not correspond to the intended use (e. g. automated permanent connections, passing the number to third parties, use for several locations on a single-location package). Suspension only follows prior notice with a reasonable period.

(5) Where annual advance payment is agreed, rylivo grants a discount of 15 % on the monthly package prices.

§ 4 Term and termination

(1) The contract runs for an indefinite period and may be terminated by either party giving one month's notice to the end of any billing month. Text form is sufficient (e. g. an e-mail to [email protected]).

(2) Where payment is annual, the contract ends at the expiry of the period paid for in advance if it is terminated with one month's notice to the end of that period; otherwise it continues on the terms then in force.

(3) The right to terminate for good cause without notice remains unaffected.

§ 5 Payment terms

(1) Billing is by invoice. Invoices are payable in full immediately upon receipt. Package fees are billed in advance for the agreed monthly or annual billing period.

(2) If the customer is in default of payment, rylivo is entitled, after prior notice, to suspend the service until the outstanding claims are settled. Suspension does not affect the obligation to pay.

§ 5a 30-day money-back guarantee

(1) rylivo provides a 30-day money-back guarantee for all plans, with both monthly and annual payment. The period is 30 calendar days from the first activation of the paid service for the customer.

(2) The customer can claim the guarantee within this period in text form, for example by e-mail to [email protected], identifying the e-mail address of their customer account. No reason or proof of a defect is required. Sending the request before the deadline is sufficient.

(3) The contract ends immediately upon receipt of the request, without further charges. The notice periods and prepaid annual period under § 4 do not prevent this. Outstanding fees for the plan and its use up to receipt of the request are waived.

(4) rylivo refunds all payments made for the plan and its use up to receipt of the request, without deductions, including the full annual advance payment, billed additional minutes and VAT. The refund is made within 14 calendar days of receipt of the request using the original payment method; a different refund method may be agreed with the customer.

(5) The guarantee does not affect the customer’s statutory rights.

§ 6 Availability

(1) rylivo aims for availability of the service of 99 % on a monthly average (target value). Announced maintenance windows and disruptions outside rylivo's sphere of influence are excluded from this.

(2) The service depends on the cooperation of third-party telecommunications and infrastructure providers (in particular telephone networks and call forwarding on the customer's own line). rylivo accepts no liability for disruptions on their part; no guarantee of any particular availability is given.

§ 7 The customer's duties to cooperate

(1) The customer ensures that the information they provide (in particular company name, opening hours, services, answers to standard questions) is correct, complete and up to date. The assistant gives information on the basis of this material.

(2) The customer sets up call forwarding to the assigned number themselves; any charges levied by their telephone provider for call forwarding are borne by the customer.

(3) As controller under data protection law, the customer is obliged to inform their callers insofar as information beyond the notice given at the start of the call is required (for example in their own privacy policy).

(4) The customer does not use the service for unlawful purposes and does not provide content that infringes the rights of third parties.

§ 8 Limits of the AI assistant

(1) The assistant answers calls and records requests; it is not authorised to make legally binding declarations on behalf of the customer, in particular not to conclude contracts, commit to binding appointments or quote binding prices. Appointment and callback requests recorded by the assistant are non-binding enquiries, which the customer confirms.

(2) Transcripts and summaries are generated by machine and may contain errors or inaccuracies. The customer checks details that are material to them (e. g. telephone numbers, names, appointment details) before relying on them.

§ 9 Liability

(1) rylivo is liable without limitation for intent and gross negligence, for culpable injury to life, body or health, under the Product Liability Act, and to the extent of any guarantee given.

(2) In cases of ordinary negligence rylivo is liable only for breach of material contractual obligations (cardinal obligations), that is, obligations whose fulfilment makes the proper performance of the contract possible in the first place and on whose observance the customer may regularly rely. In such cases liability is limited to the damage typical for this type of contract and foreseeable at the time the contract was concluded.

(3) Liability for lost orders or lost business with third parties, in particular as a result of calls not recorded or recorded incorrectly, is excluded within the scope of paragraph 2, to the extent permitted by law.

(4) The foregoing limitations also apply for the benefit of rylivo's legal representatives and vicarious agents.

§ 10 Data protection and processing on behalf

rylivo processes callers' data on behalf of the customer. The data processing agreement under Art. 28 GDPR forms part of this contract and is deemed concluded when the contract is formed. The privacy policy applies in addition.

§ 11 Final provisions

(1) The law of the Federal Republic of Germany applies, excluding the UN Convention on Contracts for the International Sale of Goods.

(2) The exclusive place of jurisdiction for all disputes arising from or in connection with this contract is Berlin, provided the customer is a merchant, a legal person under public law or a special fund under public law, or has no general place of jurisdiction in Germany.

(3) Should individual provisions of these Terms be or become invalid, the validity of the remaining provisions remains unaffected.