Terms: Business Automation

Business Automation — Specific Terms

Previous version: version of 10 September 2026

This is an English translation provided for convenience. In case of any discrepancy, the Bulgarian version prevails.

1. Description of the Service

The "Business Automation" service includes the analysis of the Client's workflows; the design, building, testing and putting into operation of automated workflows and integrations between the systems used by the Client; as well as the subsequent maintenance and optimization of the solutions built.

The service may cover processes in the areas of sales, marketing, internal organization and customer service, including the processing of inquiries, assignment and prioritization, automatic tasks and reminders, synchronization of data between systems and follow-up communication.

The specific scope, the technical solution, the platforms used, the time limits and the price are determined individually for each project and are described in a quotation or engagement document accepted by the Client. The accepted quotation forms an integral part of these terms.

All prices are in euro (EUR) and exclude VAT, unless expressly stated otherwise.

2. Engagement Model and Time Limits

2.1. Build Stage

The building of the automation is commissioned as a project with a defined scope. Payment is made in two equal installments:

• First installment — 50% of the project value is paid in advance upon commissioning. After receipt of the advance payment, the Company's team begins work.
• Second installment — the remaining 50% becomes due upon acceptance of the solution in accordance with clause 3.

2.2. Maintenance Stage

After acceptance of the solution, the Client may order monthly maintenance, which includes monitoring, troubleshooting, minor corrections and optimization of the processes built.

The maintenance subscription is concluded for a minimum term of 3 (three) months. Upon expiry of the minimum term, the subscription continues for an indefinite term, unless either party terminates it with 30 days' written notice.

The Company is not liable for the operability of the automations after termination of the maintenance, including in the event of changes to third-party platforms, interfaces (API) or the Client's systems.

Amounts paid in advance cover work and resources already provided. To the maximum extent permitted by law, they are non-refundable to the extent of the work actually performed, subject to the rights of consumers under the Consumer Protection Act (ЗЗП) and applicable legislation (see also clause 8.1 of the General Terms).

3. Acceptance of the Solution

After completion of the build, the Company makes the solution available to the Client for testing. The Client has a period of 10 (ten) business days to review the operation of the automation and to notify in writing any identified nonconformities with the agreed scope.

The solution is deemed accepted upon express approval by the Client, in the absence of written objections within the specified period, or upon the commencement of actual operation of the automation.

After acceptance, the Client is responsible for the results of the operation of the automation within the approved configuration, in accordance with clause 11.4 of the General Terms.

Changes to the scope requested after acceptance constitute a new engagement and are charged separately.

4. Included Monthly Maintenance Capacity

Each maintenance subscription includes a specified monthly capacity for monitoring, corrections and optimization, according to the selected plan.

The capacity is measured in hours per month. Unused hours do not accumulate and are not carried over to the following month. Hours exceeding the included capacity are charged separately in accordance with the applicable price list, subject to prior agreement with the Client.

The capacity does not cover the building of new processes, the connection of new systems or the reworking of the solution as a result of changes in the Client's business model.

5. Access, Systems and Third Parties

The Client shall provide in a timely manner the necessary access to the systems that are to be connected and warrants that it has the right to provide such access.

The Company is not liable for the availability, changes, pricing policy, limitations or discontinuation of third-party services, nor for the consequences of such changes on the operation of the automations, in accordance with clause 11.3 of the General Terms.

Where a change in a third-party platform requires reworking of a solution built, such reworking is carried out within the included monthly capacity and, where the capacity is insufficient — as a separate engagement.

6. Role of Artificial Intelligence

Where the solution includes components based on artificial intelligence, the Client acknowledges that such components operate probabilistically and may generate inaccurate, incomplete or unexpected results.

For high-risk actions — sending mass communications, irreversible changes to data, financial operations, external communication on behalf of the Client — the Company applies control rules and provides for a human approval stage, unless the Client expressly states otherwise in writing. Where human approval has been expressly declined, the Client assumes the risk of the consequences.

The Client should not enter into AI components any confidential, classified or sensitive information, including personal data of third parties, unless this is expressly provided for in the accepted scope and the appropriate measures have been taken.

7. Data and Personal Data

All data processed through the automations remains the property of the Client. The Company does not acquire any rights to it and uses it solely for the purposes of providing the service.

Where, in the course of performing the service, the Company processes personal data on behalf of the Client, the parties shall conclude a separate data processing agreement in accordance with Article 28 of Regulation (EU) 2016/679. Until such an agreement is concluded, the relevant provisions of the Privacy Policy apply.

The Client is responsible for the existence of a valid legal basis for the processing of the personal data that it provides or makes accessible through the connected systems.

8. Liability for the Operation of the Automations

The Company uses reasonable efforts to test the solutions before putting them into operation but does not guarantee uninterrupted, error-free or complete execution of the automated processes.

The Company is not liable for: lost profits; unsent, delayed or incorrectly sent communication; incorrectly recorded, deleted or duplicated data; incorrectly assigned or missed inquiries; as well as for any indirect or consequential damages arising from the operation or inoperability of the automations.

The Company's liability is in all cases limited in accordance with clause 11.6 of the General Terms.

The Client undertakes to exercise reasonable control over the results of the automated processes and to notify the Company in a timely manner upon identifying any deviations.

9. Monitoring, Availability and Support

Where a maintenance subscription has been ordered, the Company monitors the operation of the automations built and responds to identified problems within working hours.

The Company uses reasonable efforts (best effort) to ensure uninterrupted operation but does not guarantee any specific availability percentage or any specific time for resolving a problem.

Technical support is available on business days (Monday–Friday, 09:00–18:00 EET/EEST). Response times are indicative and do not constitute a guarantee.

The scope of monitoring is limited to the components built by the Company. The Company does not monitor the Client's internal systems, unless expressly agreed.

10. Ownership and Transfer upon Termination

Upon termination of the service:

• The Client retains access to its own data and systems, as well as to its accounts on third-party platforms, where these are registered in its name
• The Client receives documentation of the configuration of the processes built, upon request and provided that all obligations have been settled
• The Company's own code, templates, libraries, internal modules and tools remain its property
• The Company is not obliged to provide monitoring or support after termination
• The Company may charge a reasonable fee for transfer assistance

Where third-party platforms are registered in the name of the Company, the Client may request a transfer, to the extent technically possible and permissible under the terms of the respective provider.

11. Restrictions

The Company reserves the right to refuse an engagement or to restrict, suspend or terminate the service in the event of: use of the automations for unsolicited mass communication, abuse or unlawful purposes; processing of data without a legal basis; requirements that conflict with the terms of third-party platforms; as well as failure on the part of the Client to provide the necessary access, information or approvals, which makes performance impossible.