Terms of Service

The essentials first. Four points come before the small print, because a customer who misunderstands them will misunderstand everything that follows.

• Answely is open to businesses and consumers. When you register, you choose whether you are acting as a business or as a private individual; the price display, the invoice and your rights depend on this choice. Consumers have a right of withdrawal, and the derogations in clause 32 apply to them (clauses 1.3 and 32).
• The answers are generated by an AI, and they may be wrong. Every answer is visibly labelled as AI-generated; this label cannot be switched off. The linked sources on your website always prevail (clauses 5 and 17).
• What Answely answers is determined by your content. The service reproduces what is on your public pages or what you upload yourself. Anything that may not be answered publicly does not belong in the index (clauses 10 and 11).
• The AI runs exclusively on servers in the EU, and your data does not train any model. The language model and the embedding run on servers that we operate ourselves in Łódź; any other AI provider would be added only from the EU and only after prior notice (clauses 5.5 and 18.4).

1. Provider, scope and contracting party

1.1 The provider

The service is provided by LW IT Solutions Company Lukas Wójcik, al. Tadeusza Kościuszki 80/82, lok. 301, 90-437 Łódź, Poland, VAT ID PL7252266190, a sole proprietorship entered in the Polish CEIDG register ("Answely", "we", "us"). Contact: support@answely.com. Further information about the provider is given in the Imprint. The same provider also operates reactive.chat, MousePlayer, consented.eu and Stats4U; separate terms apply to each of those products.

1.2 What this document is

These Terms of Service ("Terms") govern the provision and use of Answely and everything supplied with the service. For customers with their registered office or residence in Poland, they also constitute the rules (regulamin) required under Art. 8 of the Polish Act of 18 July 2002 on Providing Services by Electronic Means. They are made available before the contract is concluded in a form that allows them to be retrieved, reproduced and stored; we record the version displayed at registration (clause 4.2).

The technical requirements for using the account are an up-to-date web browser with JavaScript enabled and an e-mail address at which you can be reached. For the answer box on your website, you need a website on which you are permitted to embed a script and a domain that you control (clause 10.5).

1.3 Who may order the service

The service is open to traders and consumers. You choose which of the two roles applies when you register ("Business" or "Private person"); the role applies to the workspaces of which you are the owner (clause 7.6) and determines the price display (clause 9), the form of the invoice and the rights to which you are entitled. The customer type can be changed in the settings only as long as no paid subscription is running, because the current contract was concluded on the basis of it.

Business customers. Anyone who orders as a business thereby warrants that they are acting in the course of their trade, business or profession, that the service is directly connected with that activity and that the person acting is authorised to represent them. These Terms apply to them without the derogations in clause 32; they have no right of withdrawal.

Consumers. A consumer is any natural person who enters into a legal transaction with a trader that is not directly connected with their business or professional activity (Art. 22¹ of the Polish Civil Code). Clause 32 applies to consumers; it takes precedence over all other provisions of these Terms. Consumers can currently order the service only if they are resident in a member state of the European Union. The right of withdrawal and how to exercise it are described in the Information on the right of withdrawal.

Sole traders. Where a natural person running a sole proprietorship concludes the contract within the scope of their business but outside their professional specialisation, they are entitled to the right of withdrawal and to protection against unfair contract terms (Art. 385⁵ of the Polish Civil Code, Art. 38a of the Polish Consumer Rights Act). Clause 32 applies to them accordingly to that extent. Anyone who believes they belong to this group should let us know; we will examine it on a case-by-case basis and, in case of doubt, decide in the customer's favour.

No provision of these Terms is intended to exclude or limit any right that cannot validly be excluded or limited. Where a provision does not apply to a particular customer by virtue of mandatory law, the remaining provisions and their application to all other customers remain unaffected.

1.4 Customers of reactive.chat

Customers of reactive.chat receive the Answely answer function ("Smart Answers") as part of their reactive.chat contract. Their answers are generated from the reactive.chat knowledge base and delivered via the Answely answer service. The reactive.chat contract documents, including the data processing agreement concluded there, apply to them, not these Terms, as long as they do not create their own Answely account. The commitments regarding AI processing in the EU, refraining from training and AI labelling (clauses 5 and 17) apply equally to these answers. The privacy policy and the data processing agreement of reactive.chat expressly name these answers ("Smart Answer") as a service of Answely.

1.5 Territorial restrictions

The service is not offered to, and may not be used by or for the benefit of, persons and entities that are the target of economic sanctions or export restrictions of the European Union, the United Nations, the United States or the United Kingdom, or that are located in a comprehensively sanctioned territory. The customer warrants that it does not belong to this group and will not permit any such use. If we become aware of a breach, we may suspend or terminate with immediate effect.

1.6 Legal capacity

Anyone who registers or places an order warrants that they have full legal capacity. The service is not directed at children.

2. Definitions

The following terms have the meanings given. Terms defined in the data processing agreement have the meaning set out there in a data protection context.

Term	Meaning
Answer	A text generated by a language model in response to a visitor's question, with links to the sources on the website on which it is based. Also an editorial answer stored by the customer that the box delivers.
Answer box	The interface that the answely.js script displays on the customer's website next to the customer's search results.
Answer service	The server at api.answely.com that accepts questions, searches the index and generates answers.
Workspace	The unit within the account that groups websites, members and the billing relationship (also called "Workspace" in the interface).
DPA	The data processing agreement concluded under Art. 28 GDPR.
Visitor	A natural person who visits a website of the customer and uses the answer box. Visitors are not parties to this contract and acquire no rights under it.
Service	Answely in all its parts: the answely.js script, the answer service, the indexer, the customer account, the interfaces (push interface, MCP access), the WordPress plugin, the website quick check and everything supplied with them.
Documentation	The user and developer guide published at answely.com, as amended from time to time.
Index	The website's content, its sections and the vectors computed from them, which the service stores in order to answer questions. This also includes content that the customer uploads via the push interface or the WordPress plugin.
Quota	The number of answers that a website may deliver per calendar month (UTC).
Account data	Data about the customer and its members: name, address, e-mail address, customer type, country, VAT ID and verification result, billing records, support correspondence, security logs and the record of acceptance of these Terms. Answely is the controller for account data.
Customer	The party that concludes the contract with Answely. For a workspace, the customer is its owner.
Customer data	All data processed for the customer when the answer box and the interfaces are used: visitors' questions, answers, ratings, the question analysis, success reports, content from push and WordPress synchronisation, test questions and test reports. Answely processes customer data as a processor.
Member	A natural person to whom the customer grants access to a workspace in the role of owner, admin or viewer.
Plan	The tier chosen by the customer – Free (labelled "Kostenlos" in the German interface), Starter, Pro or Business – with the associated limits and features, or an individually agreed plan.
Website	A domain of the customer together with the hosts that it specifies in the account and for which it has provided domain verification (clause 10.5).
Add-on pack	A one-off paid increase of a website's quota – on the Business plan, of the shared quota – by 1,000 answers for the month in which it is credited and the following month (clause 8.4).

3. The contract documents and their order of precedence

3.1 What the contract consists of

The contract between the customer and Answely consists of the following documents, each incorporated by reference:

• an individually signed order form or individual contract, if one has been concluded;
• these Terms;
• the data processing agreement;
• the technical and organisational measures;
• the list of sub-processors;
• the privacy policy;
• for consumers, the information on the right of withdrawal;
• the documentation.

In addition, we provide information that does not form part of the contract but makes it easier to fulfil your own obligations: the template for your privacy notice, the page on the AI Act, the page on the Data Act, the data protection documents and the page Access and deletion.

3.2 Order of precedence

In the event of conflict, the documents take precedence in the order of clause 3.1 from top to bottom, and in each case only to the extent of the conflict. By way of exception, the DPA takes precedence over an individually signed document and over these Terms in all matters relating to the processing of personal data, because those matters are governed by Art. 28 GDPR. In relation to consumers, clause 32 takes precedence over all other provisions of these Terms.

3.3 Descriptive statements are not warranties

The website, the pricing page, feature pages, comparison tables, screenshots, the demo in the documentation, results of the website quick check and statements made in conversations describe the service and make it easier to understand. They are not guarantees, warranties or agreements on quality and do not form part of the contract. Where they conflict with the contract documents, the contract documents prevail. A characteristic is warranted only if we expressly designate it as warranted in text form.

This clause is not a licence to mislead. If a description is inaccurate, we will correct it. It is included here because the description of a living product is written for readers, frequently revised and necessarily shorter than the truth – and because what is owed must be traceable to a document that says exactly that. For consumers, clause 32.3 applies in addition.

3.4 The customer's own terms do not apply

The customer's purchasing conditions, supplier codes and other general terms and conditions do not apply, even if we do not specifically object to them and perform the contract in the knowledge of them. Deviations require our express consent in text form.

4. Conclusion of the contract and its evidence

4.1 Formation

The presentation of the plans on the website is an invitation to submit an offer, not a binding offer. The contract for use of the service on the Free plan is concluded when you complete registration and confirm your e-mail address via the link in the confirmation e-mail; upon confirmation we activate the account. The link is valid for 72 hours; a new one can be requested after signing in.

A contract for a paid plan or an add-on pack is concluded when you complete the order in the account under "Billing" with our payment service provider Stripe and Stripe notifies us of its completion; this notification constitutes our acceptance. For payment methods with delayed confirmation (such as SEPA direct debit), an add-on pack is credited only once payment has been confirmed. After the purchase, consumers receive a confirmation of the contract by e-mail containing the full text of the information on the right of withdrawal.

Before an order is completed, the payment page shows you the plan or pack, the billing period, the price and the tax. You can correct input errors up to completion or cancel the process; a cancelled checkout does not trigger any payment.

4.2 Record of consent

When registering, you accept these Terms and the privacy policy by a separate, deliberate act. We record which account gave consent, the exact time, the IP address, the browser identifier, the language version displayed and a cryptographic checksum (SHA-256) of the exact wording of each document at the time of display; we also store the wording itself. Likewise, for consumers we record before each payment the version of the information on the right of withdrawal that was displayed and the wording of the confirmation regarding immediate commencement (clause 32.8), as well as the conclusion of the contract and any withdrawal.

Two things follow from this. First, it is possible to establish at any time which version a customer consented to. Second, the checksum does not prove what a document said – it proves whether it has changed since consent was given. This distinction matters when a party relies on a later version. No account can be created, and nothing can be bought as a consumer, without published legal texts.

The IP address is stored in full in the record of consent, because otherwise the record could not prove anything. This record is deleted once the account has been deleted and the consent is older than four years – that is, at the latest 4 years after deletion of the account (clause 24.3).

4.3 Accuracy of information

You must provide accurate and complete information and keep it up to date. What information is required depends on the customer type:

• Businesses provide the first and last name of the person acting, the company name, full address, country and a valid e-mail address, and, if desired, a VAT ID.
• Consumers provide their first and last name, their country and a valid e-mail address. We do not require company details or a VAT ID from them and do not store them, even if they are submitted.

This information is not a formality: it identifies the controller within the meaning of the DPA, it determines the tax treatment of the invoice, and notices under clause 29.5 are sent to it. We verify a VAT ID via VIES, the European Commission's interface, again before each payment if the last verification failed or is older than 30 days; a rejected number remains rejected until you change it.

5. What the service is – and what it is not

5.1 What the service does

Answely supplements the search on the customer's website with a short, AI-generated answer with links to the sources. In detail:

• Index. The indexer retrieves the publicly accessible pages of the website – never areas behind a login –, respects robots.txt, noindex and the exclusions set by the customer, splits the pages into sections and computes vectors from them. PDF files are read; if they contain no extractable text, optical character recognition on our own servers recognises it. Areas of a page marked with data-answely-ignore are skipped.
• Answer box. When a visitor asks a question, the answer service searches the index for the matching sections, and a language model formulates an answer from them that is intended to be based only on those sections. If the service does not find sufficient evidence, the box replies that it has no evidenced answer to that question.
• Customer account. Creating websites, providing domain verification, configuring the index, design and behaviour of the box, managing members, booking plans and add-on packs, retrieving invoices, exporting data.
• Optional features depending on plan and settings, in particular: question analysis, push interface and WordPress synchronisation, custom wording of the AI notice, product and documentation areas, action and support links, answer tests, index approval, targeted follow-up questions, evidence preview, deep search, rules adviser, live API data, success measurement with control groups, search glossary, validity and priority of sources, answer diagnostics and answer comparison, documentation drafts, agency templates, public MCP search access. Clause 13 applies to these features.
• Website quick check ("Check your website") on answely.com without an account (clause 13.9).

Which features are actually available depends on the plan and on the customer's configuration. The documentation and the account describe the current scope; this clause describes the nature of the service, not a fixed list of features. New features are switched off for existing websites until the customer switches them on.

5.2 Provision as software as a service

The service is provided over the internet for the term of the contract. No copy of the server software is sold, supplied or made available for installation; the customer acquires no rights in the source code, the server software or the infrastructure. Clause 16.3 applies to the answely.js script and clause 16.4 to the WordPress plugin.

5.3 The answer box does not interfere with your website

The answer box is built so that it does not make the customer's website slower or unusable: it loads asynchronously and supplements the existing search instead of replacing it. If the answer service cannot be reached, the quota is exhausted or the website is suspended, the box does not appear and the customer's normal search continues to work. This is the intended behaviour and not a defect.

5.4 What the service is not

The following is stated expressly because a misunderstanding has consequences that cannot be remedied afterwards. The service is not:

• a source of reliable information. Answers are generated by a language model and may be incomplete, out of date or wrong, even if they are provided with sources (clause 17).
• legal, tax, medical, financial or investment advice. No output of the service constitutes such advice, even if the customer's website deals with such topics.
• an access control. Product and documentation areas, exclusions and validity rules control which sources an answer uses; they do not protect confidential content. Anything in the public index can be queried by any visitor.
• a support chat or an employee. The box answers questions from existing content. It does not accept orders, does not carry out actions and does not hand conversations over to humans; action and support links only open destinations specified by the customer (clause 13.3).
• a search engine or a replacement for the customer's search. Answely supplements the existing search but does not replace it.
• a compliance product. Using Answely does not make a website compliant with the GDPR, ePrivacy law, the AI Act, accessibility law or any other law. Our templates and notes make the customer's own assessment easier; they do not replace it.
• a consent management tool. Consent mode reads a signal generated by another tool; the box does not display a banner and does not ask the visitor any question (clause 11).
• an archive or a backup of the customer's content. The index is a working copy and is deleted together with the website.
• a means of identifying persons. The box does not assign a visitor identifier and does not set cookies.

5.5 AI processing exclusively in the EU, no training

The language model and the embedding run exclusively on servers in the EU that we operate ourselves on our own hardware in Łódź, Poland. No third-party AI service is currently used for the answers. Technically, the answer service starts only with AI endpoints that are on an allowlist of servers in the EU; an endpoint not on that list prevents start-up. Clause 18.4 applies to any additional AI provider.

Neither content of the customer's websites nor questions nor answers nor any other customer data is used to train or fine-tune models – neither by us nor by third parties.

5.6 Further development

The service is continuously developed further. We may add, change, replace and remove features. If a change materially reduces the functionality of a plan taken as a whole, we will announce it in text form at least 30 days in advance; the customer may terminate the affected plan with effect from the date the change takes effect and will receive a pro rata refund of fees already paid for the period thereafter. Changes that add features, are required by law or are necessary to avert a security risk may take effect immediately. A change of the language model on our own servers is a further development within the meaning of this clause; it does not affect the commitments in clause 5.5.

5.7 Features labelled as beta or preview

Features designated as beta, preview, experimental or "prepared" are provided for trial purposes. They may be discontinued, change or lose data at any time without notice and are excluded from any availability and support commitment. Towards businesses, we are liable for them only in accordance with clause 21.4. This currently applies in particular to the protected knowledge areas (clause 13.8).

6. Account and security

6.1 One account per person

An account belongs to one natural person who signs in with their e-mail address and a password. Access credentials may not be shared; anyone who works with others invites them as members to a workspace (clause 7).

6.2 Access credentials and keys

The customer must keep passwords, push tokens and other access credentials secret, must not pass them on and must revoke access when a member leaves. A website's push token is displayed once when it is generated and is stored by us only as a hash value; a lost token cannot be recovered, only revoked and generated anew. The public site key in the embed code (data-site-key) is not a secret; it identifies the website but authorises nothing other than questions to its public answer box.

The customer must inform us without undue delay at the contact address under clause 1.1 of any suspicion of unauthorised access. Under "Settings" in the account, the customer can see where it is signed in and can end individual sessions.

6.3 Two-factor authentication

Customers can switch on two-factor authentication with an authenticator app in the settings; we recommend it for every owner of a workspace on a paid plan. It is mandatory for our own administrators.

6.4 Access by us

For support purposes, our administrators can view a customer's account in a read-only view ("View as customer"). Every such access is recorded in the audit log. We use it only to handle a request from the customer, to fix an error or to investigate abuse.

7. Workspaces, roles and members

7.1 Roles

The service has three roles. The owner holds the workspace, is our contracting party and the controller within the meaning of the DPA; only the owner books plans and add-on packs. An admin may create, configure and delete websites and switch on features. A viewer may view. The role model is enforced on our servers, not only in the interface.

7.2 Limits follow the owner

The limits of a workspace (number of websites, members, pages in the index, answers) are determined by its owner's plan. The number of websites is counted across all of the owner's workspaces.

7.3 The customer is responsible for its members

The customer is responsible for every act and omission of its members and of any other person acting with access credentials or tokens issued under its account as if they were its own. This also applies to persons to whom access was granted by mistake and to those whose access was not revoked in time.

7.4 Invitations

An invited person becomes a member only when they accept the invitation. This does not give rise to any further contract between them and us concerning that workspace, and the customer's contract remains unchanged: the owner's customer type, plan and price display apply to the workspace – and clause 32 only if the owner is a consumer. Members can see the name, e-mail address and role of the other members.

7.5 Transfer on deletion of the owner's account

If the owner deletes its account, its workspaces without any other members are deleted together with their websites. Workspaces in which other members work pass to another member and continue to exist – preferably to the longest-standing admin, otherwise to the longest-standing member; that member becomes the owner and thus our contracting party and controller for that workspace. From then on, that member's customer type and plan apply to the workspace – which may mean that websites above the new limits lose their box (clause 8.6). An owner who does not want a workspace to be transferred removes the other members before deletion or deletes the workspace itself.

7.6 Customer type and membership of other workspaces

The customer type chosen at registration applies to the workspaces of which you are the owner and to the orders you place for them. Rights to which you are entitled as a consumer, in particular the right of withdrawal, relate to the contracts that you conclude yourself; they do not arise from membership of another person's workspace. A person with a consumer account can therefore work in a business's workspace, and vice versa.

7.7 Company logo

Businesses can upload a company logo. We accept only image files whose content is actually an image, re-encode them and reduce their size; metadata such as the location where the image was taken or comments are lost in the process. The logo can be seen by the owner, the members of its workspaces and our administrators; it also appears in the header of the monthly reports sent by e-mail. The customer warrants that it is entitled to use the logo.

8. Plans, quotas and fair use

8.1 The plan determines what is owed

The service is offered on the Free, Starter, Pro and Business plans; a different plan may be agreed in individual cases. Each plan carries limits on the number of workspaces, members, websites, pages in the index and answers per month, as well as features tied to it. The limits, features and prices displayed on the pricing page and in the account at the time of the order are decisive. These Terms deliberately do not state prices.

The following are currently tied to the plan in particular:

• on the Free plan, a simple "Powered by Answely" notice with a link below the box; it is removed from Starter upwards;
• daily indexing from Pro upwards; below that, weekly or on request;
• the question analysis, the push interface (and thus WordPress synchronisation) and custom wording of the AI notice from Pro upwards;
• multiple workspaces and websites, a custom domain for the interface and priority in the indexer queue on the Business plan.

Priority means that jobs of a Business customer are processed before others; no particular processing time follows from this.

8.2 The quota

The quota applies per website and calendar month in Coordinated Universal Time (UTC), not per billing period. Every delivered answer containing text is counted, including one from the cache and an editorial answer. Not counted are the message that no evidenced answer is available, errors, rejected requests, targeted follow-up questions without an answer and answer tests. On the Business plan, all websites of the account share a common quota. The warnings under clause 8.3 then refer to this shared quota; once it is reached, the service hides the answer box on all websites of the account.

8.3 Warnings and what happens at the limit

We notify the owner by e-mail when a website has used 80 % and 100 % of its quota for a month, once per threshold and month, at 80 % and at 100 % of the quota; after an add-on pack has been purchased, the message at 100 % may come again for the increased quota. The message states only the website and figures, not any questions.

Once the quota has been reached, the service hides the answer box of that website until the end of the calendar month; the customer's normal search continues to work. A new quota begins with the next month. There are no overage charges – the service delivers nothing beyond the quota and charges nothing. If the usage count cannot be read because of a fault on our side, we treat the quota as not reached; we do not charge for answers delivered beyond the limit as a result.

Answers that were not delivered because the quota was reached cannot be made up later. The warnings and the monthly display in the account make it easier to monitor usage; beyond the e-mails mentioned, we assume no obligation to warn before the limit is reached.

8.4 Add-on packs

The owner can book additional add-on packs of 1,000 answers each for a website, from one to twenty in a single purchase. A pack is credited as soon as payment is confirmed and applies in the calendar month (UTC) in which it is credited and in the following calendar month. The plan's quota is used first, then the packs in the order in which they were credited. Any remainder not used in the first month is carried over once into the following month and expires at the end of that month; the purchase box in the account states this validity. Add-on packs are tied to the website for which they were purchased and lapse when it is deleted; on the Business plan they increase the shared quota of the account. The price of a pack is stated on the pricing page and the payment page (clause 9.1).

An add-on pack is a separate contract. Consumers have a separate right of withdrawal for it (information on the right of withdrawal).

8.5 Fair use and overload

The service runs on shared infrastructure with limited AI computing capacity. The customer may not burden it to an extent that is disproportionate to its plan – in particular not through automated mass queries of the answer box or of the MCP access, by uploading masses of automatically generated pages or by using the index as general data storage.

To protect all customers, the service limits requests per sender and, under high load, admits only as many answers simultaneously as the servers can handle. A rejected request is not counted; instead of an answer, the visitor then sees a notice to wait briefly, and the box accepts a new question only after the waiting time indicated by the service (no more than 300 seconds); the customer's search continues to work. We do not commit to any particular number of requests that can be served simultaneously (clause 19.1). If a customer's use materially impairs the service for others, we may throttle it and inform the customer of the reason and the remedy; suspension takes place only if throttling is not sufficient (clause 23).

8.6 Websites above the plan's limits

If, after a downgrade, the end of a subscription, a withdrawal or the transfer of a workspace, a customer has more websites than its plan includes, nothing is deleted. The oldest websites continue to run; the others retain their index and settings, but their answer box is switched off and shown in the account as "Over plan limit" until the customer upgrades again or deletes websites. The billing page points this out before a downgrade. The page limit of the new plan applies to the pages in the index: the next indexing run without errors takes in only that many pages and removes the other fetched pages from the index. Content uploaded via the push interface remains until the customer deletes it; it counts towards the page limit, and new content is not accepted while the limit is exceeded.

8.7 Abuse prevention

The answer service automatically rejects requests showing abuse patterns and limits the number of requests per sender. These measures protect the service and take effect before any contractual assessment. If a measure affects the customer's legitimate use, we will lift it without undue delay after being notified. We do not warrant that such measures will never affect legitimate traffic.

9. Fees, taxes, payment, term and plan changes

9.1 Fees

The fees displayed for the chosen plan, billing period and chosen currency at the time of the order apply. Paid plans are billed monthly or annually in advance for the entire billing period; for annual payment, one year costs ten monthly amounts, so two months are free of charge. If more than one currency is offered, the currency chosen when ordering is decisive; it cannot be changed during a running subscription.

9.2 Payment service provider and payment methods

Payment is processed by Stripe Payments Europe, Ltd., Dublin. Payment data such as card numbers or bank details are entered on Stripe's pages; we neither receive nor store them. The payment page shows which payment methods are offered: for subscriptions, those that can be debited on a recurring basis (card, SEPA direct debit); for add-on packs, additionally BLIK and Przelewy24, to the extent that Stripe offers them. Stripe's terms additionally apply to the customer's relationship with Stripe. If Stripe is unavailable, we may suspend the acceptance of new orders.

9.3 Price display and VAT

The Stripe prices are net prices. It follows that:

• Businesses see prices plus VAT. Businesses in an EU Member State other than Poland receive invoices under the reverse-charge procedure (the recipient of the service is liable for the tax) as soon as the VAT ID they have entered in the account has been confirmed via VIES. Businesses in Poland pay Polish VAT.
• Consumers in the EU see gross prices including the standard rate of their country and pay the VAT of their Member State; we remit it via the OSS procedure.
• Businesses outside the EU see prices without EU VAT; they bear any tax payable under their own law.

The tax amount charged is calculated by Stripe Tax on the basis of the customer type, the country and, where applicable, the confirmed VAT ID; the amount on the payment page and the invoice is decisive. The payment page does not ask for a VAT ID; it is taken over from the account only after VIES has confirmed it. The customer is responsible for the accuracy of its information; if a VAT ID proves to be invalid or is not recognised by the tax authorities, a business must reimburse us for any tax, interest and surcharges imposed on us as a result.

9.4 Invoices

Invoices are issued electronically by Stripe on our behalf; they are available in the account under "Billing". We retain them for 5 years, as required by Polish tax law (Art. 86 of the Polish Tax Ordinance Act), including after deletion of an account. Where required by law, we transmit invoices to businesses in Poland via the National e-Invoicing System (Krajowy System e-Faktur, KSeF) – via an extension of our payment service provider or manually.

9.5 Payment default

If a debit fails, Stripe retries it several times over the following days. We notify the owner by e-mail at the first and the last failed attempt. As long as Stripe is still attempting to debit, the plan remains in place. If the last attempt also fails, the subscription is ended and the account falls back to the Free plan; clause 8.6 applies.

In relation to businesses, in the event of late payment we may claim statutory interest for late payment in commercial transactions and the flat-rate compensation for recovery costs under the Polish Act of 8 March 2013 on Counteracting Excessive Delays in Commercial Transactions. A suspension for late payment requires a reminder in text form and a further period of at least seven days.

A chargeback without prior complaint to us delays resolution; please contact us first (Complaints).

9.6 No refunds; set-off

Fees paid are not refunded unless these Terms provide otherwise or mandatory law requires it – in particular not for unused answers of a quota or add-on pack, for a period in which the service was not used, or in the event of termination before the end of a period. The consumers' right of withdrawal remains unaffected. Businesses may set off only claims that are undisputed or have been finally established by a court.

9.7 Objections to invoices

Businesses must raise objections to an invoice in text form, stating the reason, within 30 days of the invoice date. This period is a contractual duty to cooperate and is intended to enable examination while the underlying data still exist; statutory periods remain unaffected.

9.8 Term and renewal

The Free plan runs for an indefinite period and may be ended by either party at any time without notice; the customer ends it by deleting its account. A paid plan runs for the chosen billing period and is automatically renewed for a further period of the same length unless it is cancelled beforehand.

9.9 Termination by the customer

The customer may cancel a paid subscription at any time in the account under "Billing" with effect from the end of the current period already paid for. Until then, everything remains as it is; the quota, limits and features of the paid plan apply until the last day. Until that date, the customer can withdraw the cancellation ("Resume subscription"). At the end, the account falls back to the Free plan; the index, settings and data are retained, and clause 8.6 applies.

Switching provider (Data Act). Irrespective of the period already paid for, the customer may cancel a paid subscription in order to switch to another provider or to its own systems with a notice period of no more than two months (Art. 25(2)(a) of Regulation (EU) 2023/2854). In the account under "Billing", this is the option "Cancel to switch provider"; it is shown whenever the subscription would otherwise end later than two months after the declaration, in particular for annual payment. The subscription then ends two months after the declaration – on the same calendar day, or on the last day of the month if that day does not exist – or at the end of the period already paid for, if that is earlier. Until then, everything remains usable, including the export (clause 24.1), and the customer can withdraw the cancellation. We confirm the cancellation by e-mail. If the subscription thereby ends before the end of the period already paid for, we refund the amount paid in advance for the period thereafter pro rata; to that extent, clause 9.6 does not apply. The same applies if a paid subscription ends before the end of the period already paid for because the customer deletes its account (clause 9.12). We reserve the right to adjust this rule for future billing periods by amending these Terms (clause 27), unless mandatory law precludes this. We do not charge any fees for the switch, including for a transitional period under Art. 25 of the Regulation; during that period, the previous plan continues without any further charge (details on the Data Act page).

9.10 Plan changes

• Upgrade (higher plan or switch from monthly to annual payment): takes effect immediately. Stripe charges the pro rata difference for the remainder of the period straight away; the new plan applies as soon as this payment has been received. Any scheduled downgrade or cancellation is thereby revoked.
• Downgrade (lower plan or switch from annual to monthly payment): takes effect at the end of the period already paid for. Until then, the previous plan, its quota and its limits apply. There is no pro rata refund or credit. Up to the effective date, the customer can reverse the change in the account; a cancellation replaces a scheduled change, and a newly chosen plan revokes a cancellation.

The customer changes plans on the billing page in the account, not in the Stripe customer portal.

9.11 Termination for cause

Either party may terminate without notice for good cause. Good cause exists for us in particular if the customer materially breaches clauses 10, 11, 12 or 13 and does not remedy the breach within a reasonable period set in text form; no period is required if the breach cannot be remedied, consists of unlawful processing of personal data, or if waiting would seriously endanger us or visitors.

9.12 Deletion of the account during a running subscription

If the customer deletes its account while a paid subscription is running, we end the subscription with Stripe immediately. We refund the amount paid in advance for the remaining paid period pro rata to the original means of payment; to that extent, clause 9.6 does not apply. A consumer who deletes within the withdrawal period may withdraw beforehand instead and then currently receives the full amount back (clause 32.8). We reserve the right to adjust this rule for future billing periods by amending these Terms (clause 27), unless mandatory law precludes this. The deletion cannot be undone (clause 24.2).

9.13 Price changes

We may change the fees for future billing periods. We will announce an increase for a running subscription by e-mail at least 30 days before it takes effect. It applies at the earliest from the first billing period beginning after the expiry of that notice period; it never applies to a period already paid for. Until the increase takes effect, the customer may cancel the subscription with effect from the end of the current period. The announcement states the new fee, the date on which it takes effect and this right of cancellation. Price reductions and changes for new orders apply without notice. If the statutory VAT rate changes, the tax amount changes accordingly; this is not a price change within the meaning of this clause.

10. Obligations and warranties of the customer

10.1 The basic allocation of roles

Answely supplies a tool. The customer determines on which website the box operates, which content is in the index, which features are switched on, whether answers are stored and on which legal basis. For the processing of its visitors' data, the customer is the controller and Answely its processor. This reflects who decides: we see neither the customer's privacy policy nor its consent banner, and we do not know which of its pages display personal data.

10.2 Warranties of the customer

The customer warrants for the entire term of the contract that

• it holds or otherwise controls every website on which it embeds Answely and is authorised to embed it;
• it holds the rights in the content that the service indexes or that it uploads to have that content used for answers to any visitor;
• the index contains only content that may be answered publicly – that is, it does not bring into the index any confidential content, trade secrets of third parties or personal data whose public reproduction would be unlawful;
• it does not upload any special categories of personal data within the meaning of Art. 9 GDPR, any data relating to criminal convictions (Art. 10 GDPR), any access credentials or any payment data via the push interface, the WordPress plugin, test questions, glossary, rules or other settings;
• it informs the visitors of its website in its privacy policy about the answer box and the features switched on and, where the law applicable to it so requires, obtains consent (clause 11);
• the content of its website is lawful and does not infringe any third-party rights;
• it complies with all laws applicable to it, in particular data protection, consumer protection, copyright and competition law, as well as the obligations of a deployer under the AI Act.

10.3 Content in the index

The customer is responsible for the content of its website, including personal data on publicly accessible pages. It excludes pages, paths and page areas that are not to be answered – in the account or with data-answely-ignore – and keeps the exclusions up to date. Whatever is on a public page may appear in an answer, even if it is easy to overlook there. If the customer learns that an answer reproduces content that should not be public, it removes that content from the website or excludes it and triggers a new indexing run; if the answer is stored, the cache deletes it at the latest after its fixed period, and sooner if "Allow answer cache" is switched off.

10.4 Use for third-party websites (agencies)

An agency, a developer or any other service provider may use the service for a third party's websites only if it is authorised to do so and has ensured that the third party fulfils the obligations in clauses 10, 11 and 12. In this case the customer remains our sole contracting party and is responsible for the third party as for itself; it ensures that an agreement on data processing exists between it and the third party which entitles it to give us instructions. Clause 13.7 applies to agency templates.

10.5 Domain verification

The customer can use a website only if it proves that it controls the domain. There are three ways to do so, with one token per website: a meta tag answely-verification on the home page, a DNS TXT record answely-verification=… on _answely. in front of the domain or on the domain itself, or a file /.well-known/answely.txt containing the token. Only after verification does the service retrieve pages of that domain, and only hosts under that domain can be assigned to the website. We do not store anything of the content of the page checked.

Two accounts can enter the same domain; only the one that provides verification receives an index and a running box. Verification is re-checked regularly. A single failed attempt does not remove it; if it fails for 14 days, it is deemed lost: the indexer stops and the service switches off the answer box of that website until verification succeeds again. The 14 days bridge redesigns and short outages on the customer's side. The customer should remove the verification only once it has deleted the website with us.

This is not a formality. Clause 12 prohibits embedding on a website that the customer neither operates nor is entitled to operate; without verification, anyone could load the content of other people's websites into an answer box and have it answered under someone else's name.

10.6 Cooperation

The customer provides the cooperation reasonably required for performance, in particular correct embedding of the script, a website that can be reached by the indexer, maintenance of exclusions and prompt replies to queries about a suspected breach. If we are prevented from performing because cooperation was not provided, we are not in default.

11. Embedding the script and consent

11.1 What the box does without consent mode

The answely.js script does not set cookies, does not assign a visitor identifier and does not load third-party content. It sends input only when the visitor asks a question, and only if "Allow answer cache" is switched on does it store anything in the browser's sessionStorage: the box settings for 5 minutes and, for websites connected via reactive.chat, answers for 10 minutes as well; with "Allow answer cache" switched off and for protected knowledge areas, it keeps nothing there. The privacy policy (Part C) and the DPA describe which data flow in the process and how long they are stored.

11.2 The customer decides whether consent is required

The customer assesses, under the law applicable to it, whether the use of the answer box on its website requires the visitors' consent. We do not provide legal advice on this. The customer's privacy policy must cover the access to browser storage, the transmission of the question and the legal basis of the processing; our template helps with this.

11.3 Consent mode

If the customer switches on consent mode, the embed code contains the attribute data-consent="required"; the customer must deploy the modified code on its website. With this attribute, the box does not send a single request to Answely before the visitor has given consent and does not access browser storage. If the customer continues to use the old code, the box first retrieves its settings, stores them in sessionStorage if "Allow answer cache" is switched on, and then sends no question until consent is given. It recognises the following as consent, in this order: a call Answely('zustimmung', true) by the page, a signal under the IAB Transparency and Consent Framework (purpose 1) and the state of a consented.eu banner. A subsequent refusal ends any further requests, aborts pending ones, closes the box and clears its storage in the browser.

Answely does not display a banner, does not formulate the question and checks neither the validity of the consent obtained nor whether the customer's consent tool is set up correctly. If it is set up incorrectly, the usual consequence is that the box does not appear. This is the intended behaviour and not a defect. The same consent rule applies to success reports and ratings.

11.4 Unmodified embedding

The customer embeds the script in the form shown in the account under the "Embed" tab and loads it from our address. It may not modify it, serve it itself or wrap its functions in such a way that labelling, source links or the consent check are circumvented (clauses 5 and 16.3). The customer configures design, colours and texts in the account.

11.5 Consequences of a breach

If the customer breaches this clause, we may suspend the affected website under clause 23 and, in the event of a serious or repeated breach, terminate under clause 9.11. The indemnity under clause 22 applies to claims, proceedings and fines arising from a breach of this clause.

12. Acceptable use

The customer may not, and may not permit any member or third party to,

• embed Answely on a website, or provide verification for a domain, that it is not entitled to control;
• bring the content of other people's websites into the index via push, WordPress synchronisation or by any other means without their permission;
• use the service to disseminate unlawful content, malware, deceptions or content whose dissemination is unlawful;
• design or embed the box in such a way that visitors take it for information provided by a human or do not recognise the AI nature of the answers;
• set up editorial answers, rules, action links or live data in such a way that they mislead visitors, for example about prices, characteristics, rights or obligations;
• use the service for decisions that produce legal effects concerning a natural person or similarly significantly affect them (Art. 22 GDPR), or for a use that the AI Act prohibits or classifies as high-risk without fulfilling the obligations prescribed there;
• circumvent plan limits, quotas, throttles, abuse prevention, authentication, domain verification or the role model, including by creating multiple accounts for that purpose;
• query the answer box, the MCP access or the website quick check in an automated manner to an extent that goes beyond ordinary use, or scrape their output on a mass scale;
• reverse engineer, decompile or disassemble the service, except to the extent permitted by mandatory law;
• probe, scan or test the security of the service, or carry out penetration or load tests, in each case without our prior permission in text form;
• use the service, its output or its documentation to develop a competing product or to train or improve a machine learning model;
• resell the service or offer it to third parties as its own service, except within the scope of clause 10.4;
• remove, obscure or alter proprietary notices or the AI labelling, except via the setting provided for that purpose (clause 17.3);
• use the service contrary to clause 1.5.

We do not monitor the customer's content and use for compliance with this clause and assume no such obligation. If we become aware of a breach, clauses 23 and 25 apply.

13. Optional features

13.1 Principle

The features in this clause can be switched on per website and are switched off for new websites. The customer switches them on in the account if its plan includes them and can switch them off again at any time. By switching them on, the customer determines that the data described in each case are processed; it checks beforehand whether its privacy policy and, where applicable, its consent banner cover this. The DPA and the privacy policy describe what each feature stores and for how long; this clause governs what we provide and what the customer is responsible for.

13.2 Answer cache, question analysis and knowledge gap report

The switch "Allow answer cache" in the account places answers in a cache for a short time so that a repeated question is not computed again. The question analysis (from Pro upwards, only together with "Allow answer cache") shows the customer what visitors want to know and where its content provides no answer; the customer sees only groups of similar questions of 2 or more questions, never individual questions, and personal patterns are masked before storage. The entries of the question analysis are deleted after 90 days.

On request, the owner receives a knowledge gap report by e-mail once a month, which likewise contains only groups. It is sent via our e-mail provider Namecheap Private Email (Namecheap, Inc., USA); the masked group texts in it therefore leave the EU, on the basis of the EU standard contractual clauses (DPA, section 8). The customer switches the report on only if it considers this justifiable. The masking recognises typical patterns such as e-mail addresses, telephone numbers or account numbers, but not every item of personal data that a visitor types in; the customer therefore treats the question analysis as potentially containing personal data and does not pass it on carelessly.

13.3 Areas, action and support links

Product and documentation areas (up to ten per website) limit the search to named paths of the verified hosts. They are not an access control (clause 5.4).

The customer specifies action and support links: destinations, titles and matching search terms. After an evidenced answer, the box shows at most three such links; if there is no answer, a support link and a button with which the visitor can copy the question, history and sources in their own browser. The language model does not generate links and does not carry out actions; Answely does not append the question or history to the destination address. The customer or the operator of the destination is responsible for the destination and the processing there. The customer ensures that its links are not misleading and lead to destinations for which it can take responsibility.

13.4 Push interface and WordPress synchronisation

From Pro upwards, the customer can upload content directly into the index via the push interface, for example from a content management system or via our WordPress plugin. The interface accepts only addresses on hosts with domain verification; each website has its own token, which we store only as a hash value and which the customer can revoke at any time.

Via push and WordPress synchronisation, the customer uploads only content that it is permitted to have answered publicly. The service treats uploaded content like public pages: any visitor can query it, and the box can reproduce it in an answer and link to it as a source. Special categories of personal data (Art. 9 GDPR), data relating to criminal offences (Art. 10 GDPR), access credentials, payment data, internal documents and content behind a login do not belong there. Anyone who wants non-public content to be answered needs the protected knowledge areas (clause 13.8) and may not upload such content until they have been released.

After being expressly switched on, the WordPress plugin transfers only published, public content, its changes and withdrawals; the token is stored only in the wp-config.php file of the WordPress installation. The customer clarifies member areas, password-protected posts and pages with noindex before switching it on. An accepted transfer is not yet proof that the content is in the active index. Before uninstalling the plugin, the customer processes the deletion jobs or deletes the content in the account.

13.5 Answer tests and index approval

The customer can store up to ten public test questions per website with expected keywords, sources or an expected refusal. The service asks them after index or configuration changes and on request and reports whether the expectations are met; reports contain no question or answer texts and are kept for no more than 30 days. Test questions do not contain any personal or confidential information. A passed test proves only that the specified keywords or sources occurred; it does not prove that an answer is correct in substance.

With index approval, a new index version first runs as a candidate and becomes active only once retrieval was complete and the test questions have been passed; the previous version is retained so that it is possible to switch back. For this purpose, the service keeps up to two additional copies of the public content; the previous version remains in place until the next approval or until the website is deleted. Removed pages and deletions via push are also removed from the copies and do not wait for the test. A failed approval leaves the existing version active.

13.6 Follow-up questions, evidence preview, deep search, rules adviser and live data

• Targeted follow-up questions and the rules adviser display questions, options and recommendations that the customer formulates and approves itself. The service does not invent any recommendation; if the selection is incomplete or several rules match, it gives none. The customer is responsible for the content of the rules and recommendations.
• Evidence preview and deep search show the sections actually used together with the time of retrieval, or, at the visitor's express request, draw in neighbouring sections of the same website (at most eight excerpts). The time of retrieval is not a publication date.
• Live API data are retrieved by the service from at most two fixed, public HTTPS JSON endpoints of the customer on verified hosts, without access credentials and without the visitor's question, address or identifier. The customer ensures that such an endpoint delivers only values that may be public and that they are correct; if the endpoint cannot be reached, the box shows the value as unavailable. We give no warranty as to the accuracy of live values.

13.7 Agency templates, answer diagnostics, answer comparison and drafts

Agency templates transfer approved design and answer settings as well as the glossary between websites of the same workspace, after a preview and only by authorised members. Rights, tokens and connections are never transferred. Anyone using templates for several end customers takes care that no content of one end customer ends up in the settings of another.

Answer diagnostics and answer comparison show authorised members in the account how an answer came about or how a new version would answer. The results are held only in memory and expire no later than 15 minutes after completion. The documentation draft compiles a draft from existing passages that remains only in the browser; nothing is published. The customer checks whether a draft is correct in substance before publishing it on its website.

13.8 Protected knowledge areas (prepared)

For non-public content – such as a customer area or internal documentation – verification of access tokens of the customer's identity provider has been technically prepared: the service verifies the token itself, does not store its claims, does not pass them on to the language model and does not create a cache for protected answers. This feature has not yet been released for any customer. Until it is released, the following applies: non-public content may not be placed in the index.

If the feature is released for a customer, that customer remains responsible for which content it assigns to which groups, for its identity provider issuing tokens only to authorised persons, and for sign-in, sign-out and the removal of answers already displayed on its website. A protected data set cannot subsequently be switched to public; a new website must be created for that. Before release, the terms for confidential sources must be agreed separately.

13.9 Website quick check ("Check your website")

The quick check on answely.com tests, without an account, how Answely could answer on a public website. It retrieves at most three publicly accessible HTML pages of the HTTPS address entered, respects robots.txt and noindex, does not store the sample permanently and, on request, answers a sample question. Anyone using the quick check enters only addresses whose testing they can take responsibility for, and no confidential information. The result is a sample, not a commitment as to how the service would answer across the whole website, and not an assessment of the website in any other respect (clause 3.3). The quick check is limited and may be refused under high load.

13.10 Public MCP search access

The customer can switch on public access under the Model Context Protocol for a verified website. It offers third-party AI applications a pure text search in the public index – without a language model, without write access and with at most five excerpts per request. The access is public: anyone can use it without signing in, and the requesting application processes the excerpts delivered under its own responsibility. The customer switches it on only if all the content of the index is intended for everyone. What a third-party AI application does with the excerpts is beyond our control (clause 18).

13.11 Success measurement and control groups

With success measurement, visitors can rate an answer as helpful or not helpful, and the customer can report its own goal, such as a completed appointment booking. Only totals per control group are counted; no profiles are created, no cookies are set, and questions, answers or page addresses do not enter into the evaluation. The consent rule in clause 11 also applies here. A control group shows differences in the reported figures; we make no commitment as to whether they are statistically robust or save support requests. The customer reports a goal only if it has actually been achieved.

13.12 Glossary, validity, priority and editorial answers

With the glossary, validity periods and priorities, the customer controls which sources are preferred or excluded. With editorial answers, it specifies its own answer for certain questions, which the box delivers without a language model. Editorial answers are the customer's content; the customer is responsible for them like any other content of its website. The box also displays an editorial answer with the same labelling under clause 17.2 as any other answer; there is no separate labelling for editorial answers.

14. Data protection

14.1 Roles

For customer data, the customer is the controller and Answely the processor. This processing is governed by the DPA, which is concluded together with these Terms and takes precedence over them in all data protection matters. For account data, the answely.com website, the website quick check and the demo in the documentation, Answely is the controller; to that extent the privacy policy applies.

14.2 Where the data are processed

The service runs on our own hardware in Łódź, Poland: the website, account, answer service, databases and Redis on our own server, and the language models and embedding on our own AI machines in the same internal network. We do not use a hosting provider. We store an encrypted copy of all databases off-site every night with Google Cloud Storage in the europe-central2 region (Warsaw); the data are encrypted on our server before transfer, including file and directory names, and the key never leaves our server. Before transfer, each daily copy remains unencrypted for no more than 8 days on a storage device attached to our server in Łódź. Stripe processes payments only for customers, never for visitors. E-mails to customers, including the knowledge gap report, and incoming e-mails to addresses under @answely.com run via Namecheap Private Email (USA, EU standard contractual clauses). Questions and answers from the answer box and other visitor data do not leave the EU; the only exception is the masked group texts in the knowledge gap report if the customer switches it on (clause 13.2).

14.3 Security and sub-processors

The measures taken are described in the technical and organisational measures, which form part of the contract. The customer grants general authorisation for the engagement of sub-processors; the current list with purpose, data categories and place of processing is available under Sub-processors. We give notice of changes 30 days in advance; the customer may object to them in accordance with the DPA. If such an objection cannot be resolved, the customer may terminate the affected service with effect from the time of the change; we refund fees already paid for the period thereafter pro rata (DPA, clause 8.2). To that extent, clause 9.6 does not apply. Encryption is a technical measure and does not replace the contract with a sub-processor required by Art. 28(3) GDPR. There is currently no encryption at rest of the databases on our own server; protection there is based on access control and network segregation.

14.4 Assistance and its limits

We assist the customer in responding to requests from its visitors and in fulfilling its obligations under Arts. 32 to 36 GDPR. One limit is stated openly: the answer box does not assign a visitor identifier, and stored data do not contain a full IP address. We are therefore usually unable to determine which question came from which person. The more precisely a request can be narrowed down – website, day, wording of the question – the more likely it can be fulfilled. If the assistance goes materially beyond what Art. 28(3) GDPR requires, we may charge for it at reasonable rates after prior notice.

14.5 Requests from visitors addressed to us

If a visitor contacts us directly about a website of the customer, we do not respond on the substance but refer the visitor to the customer and inform the customer without undue delay, unless the law requires otherwise. Information for visitors is available on the page Access and deletion.

14.6 Data protection contact and Art. 37 GDPR

Questions about data protection and requests under Arts. 15 to 22 GDPR concerning account data can be sent to us at the contact address under clause 1.1. No data protection officer has been designated. In our assessment, there is no obligation under Art. 37(1) GDPR: we are a sole proprietorship; our core activities do not consist of large-scale regular and systematic monitoring of individuals – the answer box answers questions without a visitor identifier and without profiles – nor of large-scale processing of special categories of personal data, the uploading of which these Terms specifically prohibit. The assessment is set out in the record of processing activities and will be repeated if the service changes materially.

The supervisory authority competent for us is the President of the Personal Data Protection Office (Prezes Urzędu Ochrony Danych Osobowych, UODO), ul. Stawki 2, 00-193 Warszawa, Poland.

15. Confidentiality

Each party keeps secret all information of the other party that is marked as confidential or whose confidentiality is evident from the circumstances, uses it only for the performance of the contract and makes it accessible only to those employees and advisers who need it and are bound by equivalent confidentiality. This does not apply to information that is public without any breach of duty, that was already lawfully known, that was developed independently or whose disclosure is required by law or by an authority; in the last case, the disclosing party informs the other party in advance, to the extent permitted.

These obligations continue for three years after the end of the contract, and in the case of trade secrets and personal data for as long as they are protected. Customer data, test questions, rules and unpublished settings are confidential information of the customer. Content that the customer has placed in the index for public answering is by its nature not confidential. The non-public documentation, individually agreed prices and the content of security reports are confidential information of Answely.

16. Intellectual property and rights of use

16.1 Our rights

The service, the answely.js script, the WordPress plugin, the user interface, the interfaces, the documentation, the name Answely, the logos and all associated rights belong to us or our licensors. No rights are granted beyond those expressly granted here. Third-party components contained in the service, in particular open language models and libraries, remain subject to their own licence terms.

16.2 Rights of the customer

For the term of the contract, the customer receives the non-exclusive, non-transferable and non-sublicensable right to use the service for its own purposes within the scope of its plan – as an agency within the scope of clause 10.4, also for websites of its clients.

16.3 The script

The customer may embed answely.js on its websites unmodified and obtained from the address designated by us. It may not modify it, serve it itself or include it in its own delivery bundles. A self-served copy prevents security fixes and changes to the labelling from reaching visitors; for this reason it is prohibited.

16.4 The WordPress plugin

We provide the WordPress plugin for download in the account. The customer may install and use it on the WordPress installations of its websites. The plugin itself is licensed under the GNU General Public License, version 2 or later (GPL-2.0-or-later); its code is governed by the terms of that licence. These Terms apply only to access to the service that the plugin establishes.

16.5 Content and output

The rights in the content of the website and in everything the customer uploads remain with the customer. The customer grants us the non-exclusive right, for the term of the contract, to retrieve, store, split into sections, index, pass to the language model and reproduce such content in answers on its website, in its account and via the interfaces it has switched on – for no other purpose. This right ends upon deletion of the data and is subject to the DPA.

The customer may freely use answers that the service generates for the customer's website. We claim no rights in them. Whether any intellectual property right arises in an answer at all is determined by law; we cannot warrant this.

16.6 Aggregated operational data

We may collect and use statistical data on the operation of the service – volumes, error rates, response times, load – in order to operate, secure and improve the service. Such data are aggregated and never contain content, questions, answers or identifiers. They are not used to train models (clause 5.5).

16.7 Feedback and references

If the customer sends us suggestions or requests for improvement, we may use them without restriction and without remuneration. We name the customer and display its logo as a reference only with its prior consent in text form, which it can withdraw at any time.

17. AI-generated answers

17.1 How an answer is created

For a question, the service searches for the matching sections in the website's index and passes them together with the question to a language model on our own servers. The model is meant to answer only from these sections and to cite the sources used. If the sections found do not reach an evidence threshold, the box replies that it has no evidenced answer to that question. There is no entitlement to an answer to every question.

17.2 Labelling under Art. 50 of the AI Act

Every answer is visibly labelled as AI-generated, with the notice that it may be incomplete and that the sources prevail. In this way the service supports the transparency obligations under Art. 50 of Regulation (EU) 2024/1689 (AI Act). The notice is placed in a fixed position in the answer and cannot be hidden either through the configuration or through custom CSS; if it is not visible, the answer box does not display an answer. This labelling cannot be switched off, on any plan.

Towards its visitors, the customer is the deployer of the AI system within the meaning of the AI Act. It may not embed, design, surround or caption the box in such a way that visitors can no longer recognise the AI nature of the answers – for example by a heading such as "Our team answers", an image of a person next to the answer or an overlay over the notice. The page AI Act explains what the AI Act otherwise means for the customer.

17.3 Custom wording of the notice (from Pro upwards)

From the Pro plan upwards, the customer can adapt the wording of the notice per language (German, English, Polish). Custom wording must still fulfil the labelling obligation: it must make clear that the answer was generated by an AI and may not deny, weaken or obscure this. The service checks every text when it is saved and when it is delivered: it must be a single line of 10 to 200 characters, contain an AI keyword as a separate word ("KI", "AI", "künstliche Intelligenz" or the equivalent in the respective language) and may not negate it. An unsuitable text is discarded, and the standard text applies.

This check cannot reliably recognise whether a text actually states that the answer is AI-generated; a sentence such as "Questions about AI? Give us a call." would pass it. Responsibility for the custom wording therefore lies with the customer. If custom wording breaches the labelling obligation, we may reset it to the standard text and, in the event of repetition, suspend the website under clause 23. If the plan is downgraded below Pro, the standard text applies again; the custom text remains stored and takes effect again after a renewed upgrade.

17.4 No reliance

Answers may be incomplete, summarise a section incorrectly, omit conditions, reproduce outdated content or cite a source that does not support the statement. An evidence threshold, test questions and the evidence preview reduce this risk; they cannot exclude it. The linked sources on the customer's website prevail.

The customer may not use answers, or allow them to be used, as the sole basis for a decision that produces legal effects concerning a natural person or similarly significantly affects them. Where incorrect information on its website may have significant consequences – for example concerning health, safety, law, money or deadlines – the customer considers whether to use the box there, excludes such pages or stores editorial answers. If it identifies an incorrect answer, it corrects the source or excludes it; the answer diagnostics help to find the cause.

17.5 Answers are not declarations by the customer or by us

An answer is not a declaration of intent, an offer or a warranty – neither by the customer towards the visitor nor by us. Whether the customer is answerable to its visitors for answers on its website is determined by the law applicable to it; a notice in its own terms may be advisable.

18. Third-party services and integrations

18.1 What a third-party service is

The service can interact with services chosen and operated by the customer: its content management system (such as WordPress), its consent tool, its identity provider, its public data endpoints (live API data), the destinations of its action and support links and third-party AI applications that query the MCP access. Such a service is not part of the service and is not a performance owed by us. Its failure, defectiveness or modification does not constitute defective performance or non-performance on our part. Where we mention its name, we do so solely to identify it; this implies neither a recommendation nor any indication of cooperation.

18.2 The customer switches on, the customer is responsible

Every integration is switched on by the customer and operates on its instructions. The customer is responsible for the legal basis, for the agreements with the respective provider, for the security of the endpoints it designates and for compliance with those providers' terms. We do not store access credentials for third-party services; the push interface and the live API data work without them.

18.3 What we owe – and what we do not

For integrations, we owe the acceptance of data at the documented interface or their retrieval from the location designated by the customer. We do not owe that a third-party service is reachable, responds correctly or maintains its interface, and we do not monitor it. What a third-party AI application does with excerpts from the MCP access, how long it retains them and where it takes them is beyond our knowledge and control. If a third party changes its interface and an integration becomes unusable as a result, clause 5.6 applies.

18.4 Additional AI providers (fallback endpoints)

In case our own AI capacity is insufficient or fails, the connection of an additional provider of language models has been technically prepared. It is currently not active. We will use an additional AI provider only if

• it processes the data exclusively in the EU,
• a data processing agreement is in place with it that excludes training with the data and their storage beyond the processing,
• it is included in the list of sub-processors and
• we have informed customers at least 30 days in advance; the customer may object in accordance with the DPA.

We do not use providers that process data outside the EU for the answers. The technical start-up block under clause 5.5 also applies to such a provider: the answer service starts only if every configured AI endpoint is on the allowlist.

18.5 Liability

Subject to clause 21.1, we are not liable for acts, omissions, failures, security incidents or terms of a third-party service that the customer integrates, nor for damage resulting from the failure or discontinuation of an integration. The indemnity under clause 22 also covers claims that a provider of such a service asserts against us because the customer has breached its terms. We are liable for our own sub-processors in accordance with the DPA as for ourselves.

19. Availability, maintenance and support

19.1 No availability commitment on the standard plans

We operate the service with the care of a diligent provider and aim for high availability. On the Free, Starter, Pro and Business plans, no particular availability, response time or capacity is owed; a service level agreement, an availability figure or a service credit scheme do not form part of the contract. Such a commitment exists only if it is expressly agreed in an individual contract and describes the measurement method, exceptions and legal consequences.

To be frank: the service runs on our own hardware at one location in Łódź; the answers are generated by two own AI machines, which we also use for other services of our own. If they fail or are at full capacity, the box delivers no answers for that time; the customer's website remains usable (clause 5.3). There is currently no second, geographically separate AI capacity (clause 18.4).

19.2 Maintenance

We may interrupt the service for maintenance, updates and security measures. Where reasonable, we schedule planned interruptions outside the main business hours of the Central European time zone and announce them in advance where possible. Urgent measures to avert a security risk or a serious fault may be taken without notice.

19.3 Faults outside our sphere

The service depends on the public internet, on the customer's website and hosting, on its consent tool, on the visitor's browser and network, and on third parties. Faults arising in these areas are outside our sphere of influence and are not a defect of the service. If the indexer cannot reach the website, the last version of the index remains active.

19.4 Support

We provide support in German, English and Polish via the support form in the account and at support@answely.com, during the usual business hours of the Central European time zone. We endeavour to respond promptly; a response or resolution time is owed only if agreed in an individual contract. Support concerns the service; it does not cover the customer's website, its content management system, its consent tool or its hosting and is not a legal, editorial or development service.

20. Warranty and its exclusion

20.1 The service is provided as is

Towards businesses, the service is provided "as is" and "as available". To the extent permitted by law, we give no warranties, representations or guarantees of any kind, in particular no warranty of fitness for a particular purpose, of accuracy of answers, of uninterrupted or error-free operation or of the correction of errors.

20.2 Statutory liability for defects

Statutory liability for defects (rękojmia) is excluded towards businesses, as permitted between traders by Art. 558 § 1 of the Polish Civil Code. No quality guarantee (gwarancja jakości) is given. For consumers, clause 32.3 applies.

20.3 No promise of success

We do not warrant that Answely will reduce support requests, increase revenue or satisfaction, achieve a particular answer rate or cause search engines to rank a website better. No such statement, wherever made, forms part of the contract; clause 3.3 applies.

20.4 Answers are by their nature not always correct

The customer acknowledges that a language model can generate incorrect or incomplete answers even with good sources and that this is a characteristic of the technology. The usual reasons why a question is not answered or not answered correctly include in particular:

• the website does not contain the answer, does not contain it unambiguously or contains it only in an image, embedded content or a file that cannot be read;
• the page is excluded, blocked by robots.txt or noindex, behind a login or not reachable by the indexer;
• the index does not yet reflect a recently changed page;
• the question is ambiguous, asked in another language or presupposes knowledge that is not on the website;
• the evidence threshold was not reached, and the box therefore declines to answer;
• the quota, throttle or load caused the request to be rejected.

20.5 The website is the customer's

We do not warrant that the script will work with every website, every framework, every Content Security Policy and every other script. Embedding is the customer's responsibility; the customer should test it before use in production.

21. Limitation of liability

How this clause is structured. It first states what is not limited, because that part cannot be validly limited. Everything else is limited towards businesses to the extent permitted by law. Towards consumers, clause 32.4 applies.

21.1 What is not limited

No provision of these Terms excludes or limits liability for damage caused intentionally; such an exclusion in advance is not permitted under Art. 473 § 2 of the Polish Civil Code. The same applies to damage to life, body and health and to any other liability that cannot be validly excluded or limited. Nor do we exclude or limit liability for damage caused by gross negligence.

Claims of a data subject under Art. 82 GDPR are outside every limit in this clause. Visitors are not parties to this contract (clause 29.9); what the customer and we agree between ourselves cannot cap their claims. The parties only allocate the relationship between themselves after such a claim has been satisfied; this follows Art. 82(5) GDPR, the DPA and clause 22.

21.2 What is excluded

Subject to clause 21.1, we are in no event liable towards businesses for:

• loss of profit, loss of revenue, loss of business opportunities and loss of goodwill or reputation;
• indirect damage, consequential damage and punitive damages;
• damage arising from the content of an answer, to the extent that it is based on the customer's content or the customer uses it as the sole basis for a decision contrary to clause 17.4;
• loss or unavailability of customer data that the customer has deleted, that were deleted after their period expired or that are no longer used as a result of a downgrade;
• business interruption and the costs of substitute performance;
• damage arising from a breach by the customer of clauses 10, 11, 12 or 13, from the configuration chosen by the customer or from a third-party service integrated by the customer;
• damage arising from the use of features labelled as beta or preview;
• claims asserted by visitors or other third parties against the customer, except to the extent that we are separately liable for them under mandatory law.

The exclusion of loss of profit is expressly agreed within the meaning of Art. 361 § 2 of the Polish Civil Code.

21.3 The cap

Subject to clause 21.1, our total liability towards businesses arising out of and in connection with the contract, on whatever legal basis, is limited to the fees actually paid to us by the customer in the twelve months preceding the event giving rise to the damage. The cap applies once in total per contract year, not per event.

21.4 Free plan and beta features

To the extent that the service is provided free of charge – on the Free plan or in respect of a feature labelled as beta or preview –, we are liable towards businesses only for damage caused intentionally or by gross negligence. This limitation does not affect a claim of the data subject under Art. 82 GDPR (clause 21.1).

21.5 Data

The service is not a backup of the customer's content (clause 5.4); the content resides on the customer's website. If we are nevertheless liable for the loss of data, that liability towards businesses is limited to the costs incurred for re-indexing or re-uploading.

21.6 Notification of a claim

Businesses must notify us in text form of any circumstance from which they derive a claim within 30 days of becoming aware of it, stating what happened and when. This is a contractual duty to cooperate, because technical records are deleted after short periods; statutory limitation periods are not shortened by it (Art. 119 of the Polish Civil Code).

21.7 Who benefits from these limits

The exclusions and limits in this clause apply equally for the benefit of our vicarious agents and sub-processors and cover claims in contract, in tort and on any other ground.

22. Indemnity by the customer

22.1 Scope

A business indemnifies us against all claims, proceedings, fines, damages and reasonable legal costs asserted against us by third parties, visitors, supervisory authorities or other bodies, to the extent that they are based on:

• the content of the customer's website or the content it uploads, including editorial answers, rules, action links and live values;
• the embedding of the answer box without the necessary information to or consent of the visitors (clause 11);
• the uploading of content whose uploading the customer has excluded under clause 10.2 or 13.4;
• custom wording of the AI notice that fails to meet the labelling obligation, or a design contrary to clause 17.2;
• embedding on a website or for a domain that the customer is not entitled to control;
• a breach of clauses 10, 11, 12 or 13 or of the DPA.

Fines are covered by this indemnity only to the extent that recourse in respect of them is legally permissible. We state this limit rather than conceal it: a fine under Art. 83 GDPR is imposed on the addressee of the decision; whether reimbursement can subsequently be demanded from a contracting party is disputed. The main protective mechanisms of these Terms are therefore preventive: domain verification, the AI labelling that cannot be switched off, consent mode and the right to suspend under clause 23.

22.2 Handling of claims

We inform the customer without undue delay of any such claim, do not acknowledge it or settle it without the customer's consent – which may not be unreasonably withheld – and give the customer the opportunity to defend against it. This clause does not change the allocation of responsibility under Art. 82 GDPR and does not exclude our own liability for breach of our obligations as a processor. Towards consumers, clause 32.5 applies.

23. Suspension

We may suspend access to the service, to a workspace or to an individual website in whole or in part – for example by switching off the answer box of a website or resetting a feature – if

• a payment is overdue and the procedure under clause 9.5 has been followed;
• there is a reasonable suspicion that the service is being used contrary to clauses 10, 11, 12 or 17.2 or otherwise unlawfully;
• the answer box of a website reproduces content whose publication is manifestly unlawful;
• the use endangers the security or availability of the service or of other customers;
• an authority, a court or the law so requires;
• a credible report under clause 25 indicates a serious infringement of the law and immediate action is required.

We limit the suspension to what is necessary, inform the customer of the reason without undue delay – in advance, where this does not defeat the purpose – and state what will remedy the situation. For emergencies, there is a kill switch with which we can immediately switch off the box of a website or of the entire service; each activation records a reason. Suspension does not release the customer from the obligation to pay, unless the customer was not responsible for it.

24. What happens to the data at the end of the contract

24.1 Before the end: export

As long as the account exists, the customer can download all the data of its account itself under "Settings" – as a JSON file or as CSV tables –, including websites and their settings, test questions, add-on packs, billing details and, for consumers, withdrawals. Export is limited to no more than 3 per hour. We do not charge fees for export, switching or migration. The content of the index is a copy of the customer's website and is available to the customer.

24.2 End of a paid plan

If a paid plan ends – through cancellation, payment default or withdrawal –, the account continues on the Free plan and nothing is deleted; clause 8.6 applies. The customer can continue to export, upgrade again or delete its account.

24.3 Deletion of a website or of the account

If the customer deletes a website, we remove the index, settings, approval copies, test reports and the unused answers from add-on packs of that website – the purchase record of a pack remains in the account without reference to the website; the index is removed from the live system within 24 hours. If the customer deletes its account, we immediately remove the account and its workspaces without other members together with their websites; clause 7.5 applies to workspaces with other members. Any running subscription is ended immediately (clause 9.12). The customer receives a deletion confirmation by e-mail. Deletion is final; we cannot restore a deleted account.

Only the following are deliberately retained: invoices and billing records for 5 years under Polish tax law, from deletion onwards without any link to the account; the record of consent to the legal texts as well as confirmations of immediate commencement and withdrawals at the latest until 4 years after deletion (each record is deleted once it is older than four years).

24.4 What remains in the backups

The exception is stated here with figures rather than in general terms. On our server we keep our own database backups on a rolling basis for 30 days.

In addition, every night we store an encrypted copy of all databases off-site (clause 14.2); the following applies to these off-site copies: daily copies 7 days, weekly copies 364 days. Before a daily copy (dumps of all databases on the server and a file copy of /var/www including configuration files) is encrypted and transferred, it remains unencrypted for no more than 8 days on a storage device attached to our server in Łódź and is then deleted. Data deleted in the live system therefore remain in these copies until they expire – at most 364 days after deletion. There is no targeted deletion within a copy, because a copy serves its purpose only as an unaltered image of a point in time. Copies serve exclusively for restoration after a loss; they are not searched, not analysed and not used for anything else. If a copy is ever restored, we delete again any data deleted in the meantime, to the extent that they can be identified, and inform the affected customers.

24.5 Removal of the script

At the end of the contract or upon deletion of a website, the customer removes the script from its pages. Until then, visitors' browsers may continue to load it; the box then does not appear. We are not liable for the effects of a script that has not been removed on the customer's website.

24.6 Access requests from third-country authorities

The data of the service are processed and stored in the EU; the only exceptions are the transfers to Stripe (billing) and to our e-mail provider Namecheap (e-mails, including the knowledge gap report) in the USA, which are described in the DPA and the privacy policy. If a court or authority of a third country demands disclosure or access, we comply only if it is based on an international agreement in force, such as a mutual legal assistance treaty, or the conditions of Art. 32 of Regulation (EU) 2023/2854 (Data Act) are met (see Data Act); we examine every request, disclose only the smallest possible amount and inform the affected customer in advance, to the extent we are permitted to do so.

24.7 Survival

Clauses 2, 3, 4.2, 9 (for amounts already due), 10.2, 15, 16, 20, 21, 22, 24, 29 and 30 survive the end of the contract, as does any other provision whose nature suggests this.

25. Reports of unlawful content or abuse

Anyone can report to us that the service is being used unlawfully – for example that Answely is embedded on someone else's website without authorisation, that an answer box reproduces unlawful content or personal data impermissibly, or that the AI notice is being obscured. The procedure is described on the page Report abuse. A report should identify the website and, if possible, the question and the answer, describe the alleged unlawfulness and state a means of reply.

We examine sufficiently precise reports and may request further information. If a report is substantiated, we act in accordance with clauses 23 and 9.11 and inform the reporting person of the outcome, to the extent permissible and possible. We inform the affected customer of the report and of any measure taken, together with the reasons, unless the law or an authority prevents this. The customer may object to the measure; we examine the objection and respond with reasons. Visitors are best advised to address a report about an individual incorrect answer to the operator of the website, because only the operator can change the source. A report is not a complaint about performance; such complaints are dealt with in clause 28.

26. Force majeure

Neither party is liable for non-performance due to an event beyond its reasonable control, including natural disaster, war, terrorism, epidemic, strike, failure of the public internet or of an upstream network, prolonged power failure, attacks on infrastructure not controlled by it and acts of public authorities. The affected party informs the other without undue delay and resumes performance as soon as it can. If the event lasts longer than 60 days, either party may terminate the affected part of the contract without notice; fees paid in advance for the period thereafter are refunded pro rata. Lack of funds is never force majeure.

27. Changes to these Terms

We may change these Terms. We notify the customer by e-mail to the address on file at least 30 days before the changes take effect and state what is changing.

The customer may object in text form before the changes take effect. If the customer objects, the contract continues on the previous terms until the end of the current billing period and then ends; on the Free plan it ends when the change takes effect. If the customer does not object and continues to use the service thereafter, the amended Terms apply. We expressly point this out in the notification.

Changes that are prompted by a change in the law or by a court or administrative decision, or that are necessary to avert an imminent security risk, may take effect at shorter notice or immediately; we will communicate them as soon as possible. Purely linguistic changes, corrections of obvious errors and exclusively beneficial changes may be made without notice. Each version is identified by number and date; because consent is recorded with a checksum (clause 4.2), it is always possible to establish which version a customer accepted. Towards consumers, clause 32.6 applies.

28. Complaints

Complaints about performance can be submitted at any time via the support form in the account or to the contact address under clause 1.1. They should identify the account and, where applicable, the website, describe the objection and the circumstances, state the date and time and say what the customer is requesting.

We acknowledge receipt, examine the complaint and reply in text form, as a rule within 14 days of receipt. If the examination takes longer in the case of a business, we will say so within that period and state the reason and the expected date. Towards consumers, the period is statutory (clause 32.7). Details are given on the page Complaints. A complaint is not a precondition for pursuing a claim in court.

29. General provisions

29.1 Assignment

The customer may transfer the contract and rights under it only with our prior consent in text form, which will not be unreasonably withheld. We may transfer the contract to a legal successor in connection with a restructuring or transfer of the business and will give notice of this; if the acquirer has its registered office outside the European Economic Area, the customer may terminate with effect from the date of transfer.

29.2 Subcontracting

We may use subcontractors to fulfil our obligations and are responsible for their performance as for our own. The engagement of sub-processors is governed by the DPA.

29.3 Entire agreement

The documents listed in clause 3.1 contain the entire agreement between the parties on their subject matter and supersede earlier statements and offers. Liability for fraudulent misrepresentation remains unaffected.

29.4 Severability

If a provision is or becomes invalid or unenforceable, the remainder of the contract remains unaffected. Towards businesses, it is replaced by the valid provision that comes closest to its economic purpose; towards consumers, the statutory provisions apply in its place.

29.5 Notices

Notices under these Terms are given in text form: to the customer at the e-mail address stored in the account or by a message in the account; to us at the contact address or the postal address under clause 1.1. It is the customer's responsibility to keep its e-mail address up to date. The customer declares termination in the account or in text form.

29.6 No waiver

Failure to exercise rights or delay in exercising them does not constitute a waiver. A waiver is effective only if declared in text form.

29.7 No partnership

The parties are independent. No partnership, agency, employment relationship or joint controllership within the meaning of Art. 26 GDPR is created.

29.8 Headings and examples

Headings are for convenience only and do not affect interpretation. Lists introduced by "in particular", "such as" or "for example" are illustrative and not exhaustive.

29.9 Third parties

The contract creates rights only for the parties. It is not a contract for the benefit of third parties; in particular, visitors acquire no rights under it. Their rights under data protection law remain unaffected and arise independently of it.

30. Governing law, jurisdiction and language

30.1 Governing law

The contract and all non-contractual obligations arising in connection with it are governed by the law of the Republic of Poland, excluding the UN Convention on Contracts for the International Sale of Goods. For consumers, clause 32.10 applies.

30.2 Jurisdiction

For disputes with businesses arising out of or in connection with the contract, the courts in Łódź, Poland, competent for our registered office have exclusive jurisdiction (Art. 25 of Regulation (EU) No 1215/2012). We remain entitled to bring proceedings at the customer's general place of jurisdiction as well. This clause does not apply to consumers (clause 32.10).

30.3 Language

These Terms are published in German, English and Polish. This English version is the binding version; in the event of discrepancies, it prevails, and the German and Polish versions are translations provided for information. Clause 32.10 applies to consumers. Notices may be given in German, English or Polish.

31. Contact and version

LW IT Solutions Company Lukas Wójcik, al. Tadeusza Kościuszki 80/82, lok. 301, 90-437 Łódź, Poland, VAT ID PL7252266190, support@answely.com.

Related documents: Data processing agreement, Technical and organisational measures, Sub-processors, Privacy policy, Information on the right of withdrawal, Complaints, AI Act, Imprint.

Version 1.1, as of 18.10.2026. Changes from version 1.0: consumers only with residence in the EU (clause 1.3), price display outside the EU only for businesses (clause 9).

32. Special provisions for consumers

What this clause is for. These Terms are written primarily for business customers. Certain provisions may not apply, or may not apply in the same way, to consumers. Instead of duplicating the entire text, this clause states clause by clause what does not apply to consumers and what takes its place. It is thus the only place one needs to look.

32.1 Who it applies to

This clause applies to consumers within the meaning of clause 1.3 and, to the extent stated there, to natural persons running a sole proprietorship who contract outside their professional specialisation. Whether a person is a consumer is determined by the contract that they conclude themselves; clause 7.6 applies to membership of other people's workspaces.

32.2 Precedence

If a provision of these Terms conflicts with clause 32, clause 32 prevails. If a provision conflicts with mandatory consumer law, it does not apply to consumers; it is replaced by the statutory rule.

32.3 Conformity with the contract instead of exclusion of warranty

Clauses 20.1 and 20.2 do not apply to consumers. They are replaced by statutory liability for the conformity of the digital service with the contract under Chapter 5b of the Polish Consumer Rights Act (Arts. 43h to 43q). Because the service is supplied continuously, we are liable for any lack of conformity that occurs or becomes apparent during the period of supply. The consumer may require us to bring the service into conformity with the contract; if this fails, if we refuse, if the lack of conformity recurs or if it is so significant that waiting is not reasonable, the consumer may declare a price reduction or withdraw from the contract. We make any refund within 14 days.

Clauses 17.4, 20.3, 20.4 and 20.5 continue to apply, namely as a description of what the service does and does not do – not as an exclusion of liability. The fact that a language model occasionally generates incorrect or incomplete answers is a characteristic of this technology and the normal state of such services; it is part of the agreed description. A defect that goes beyond these characteristics – such as a box that does not appear at all, an index that is not created even though the website is reachable, or a quota that is counted incorrectly – remains a defect.

32.4 Liability

Towards consumers, the following applies:

• The exclusions in clause 21.2 do not apply. We are liable under the general provisions (Arts. 471 et seq. of the Polish Civil Code); damages cover the loss incurred and the loss of profit (Art. 361 § 2).
• The cap in clause 21.3 does not apply.
• The limitation for services provided free of charge in clause 21.4 does not apply; the gratuitous nature is taken into account solely in determining the standard of care owed (Art. 355).
• The limitation in clause 21.5 does not apply. It remains the case that the service is not a backup – this describes the scope of the service.
• The notification period in clause 21.6 is not a precondition for a claim. Early notification helps clarification, and we continue to ask for it; a claim is not lost through later notification.

Clauses 21.1 and 21.7 apply unchanged.

32.5 No indemnity

Clause 22 does not apply to consumers. A consumer does not indemnify us against third-party claims. The statutory recourse under Art. 82(5) GDPR and the consumer's general liability for their own fault remain unaffected; both follow from the law and not from a clause of these Terms.

32.6 Changes to these Terms

Towards consumers, we may change these Terms only for one of the following reasons, and only to the extent that the change is prompted by it:

• a change in the applicable law or a court or administrative decision;
• a change in the scope of the service, in particular a new feature or the discontinuation of a feature that cannot be continued for technical or economic reasons;
• a change of, or a change concerning, a sub-processor, the payment service provider or any other third party necessary for providing the service;
• averting a security risk or abuse;
• the correction of an obvious error or a purely linguistic clarification.

We notify the change on a durable medium at least 30 days before it takes effect and state the reason. A change that materially and adversely affects access to or use of the service entitles the consumer to terminate the contract free of charge within 30 days of the notification or of the change taking effect, whichever is later (Art. 43q of the Polish Consumer Rights Act); we refund fees already paid for the period thereafter pro rata. A change that increases the fee or reduces the scope of the service does not apply to a period that has already been paid for. Clause 5.6 applies on the same terms.

32.7 Complaints

Clause 28 applies with the proviso that we must respond to a consumer's complaint within 14 days. If we do not respond within this period, the complaint is deemed accepted (Art. 7a of the Polish Consumer Rights Act). This period is statutory and cannot be extended by an interim message. The procedure is described on the page Complaints.

32.8 Right of withdrawal and immediate commencement

The consumer has a right of withdrawal of 14 days from the conclusion of the contract for every contract for a paid plan and for every add-on pack; each contract has its own period. The conditions, exercise, periods, model form and consequences of withdrawal are set out in the information on the right of withdrawal, which forms part of the pre-contractual information under Art. 12 of the Polish Consumer Rights Act. During the withdrawal period, the consumer can withdraw in the account under "Billing" – from a running subscription using the "Withdraw from contract" button, from an add-on pack using the "Withdraw from this package" button.

Before each payment – new plan, upgrade, add-on pack – the consumer expressly requests by ticking a box that Answely is to begin before the end of the withdrawal period, and confirms that they are aware that in this case, in the event of withdrawal, they must pay the share attributable to the service provided up to that point. The tick box is only this request, not a waiver: it contains no acknowledgement that the right of withdrawal is lost upon full performance. The right of withdrawal therefore does not expire early – including for add-on packs – but ends only when the withdrawal period expires. Without this confirmation, a purchase as a consumer is not possible, because we activate every paid plan and every add-on pack immediately; the Free plan can be used without it. We record the confirmation with the time and the version of the information on the right of withdrawal (clause 4.2) and confirm the contract by e-mail after the purchase, including the full text of the information on the right of withdrawal.

Goodwill refund. As a goodwill gesture, we currently do not claim the share owed by law and refund the full amount paid if the consumer withdraws in time – for a subscription and for an add-on pack, without any deduction. This goodwill gesture is voluntary. We reserve the right to change or end it at any time for future contracts by amending these Terms (clause 27); contracts already concluded remain unaffected.

32.9 Out-of-court dispute resolution

The consumer may contact the Voivodeship Inspector of Trade Inspection, who offers mediation and a permanent arbitration court (Arts. 36 and 37 of the Polish Trade Inspection Act), as well as the municipal or district consumer ombudsman, who provides advice and assistance free of charge. Mediation and arbitration require the participation of both parties; for our position, see the following paragraph. The register of approved bodies is kept by the Office of Competition and Consumer Protection (uokik.gov.pl). Consumers residing in another EU Member State can contact the European Consumer Centre of their country. The European online dispute resolution platform ceased operation on 20 July 2025.

Pursuant to Art. 12(1)(21) of the Polish Consumer Rights Act, we state: we are not bound by any code of conduct. We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration body. The consumer may nevertheless seek advice from the consumer ombudsman (rzecznik konsumentów) or the Trade Inspection (Inspekcja Handlowa) at any time; recourse to the courts remains open (clause 32.10).

32.10 Governing law, jurisdiction and language

• Law. Clause 30.1 applies with the proviso that the choice of Polish law does not deprive the consumer of the protection afforded by the mandatory provisions of the country of their habitual residence (Art. 6(2) of Regulation (EC) No 593/2008).
• Jurisdiction. Clause 30.2 does not apply. We may sue the consumer only before the courts of the Member State in which they are domiciled; the consumer may sue us there or at our registered office (Arts. 17 to 19 of Regulation (EU) No 1215/2012).
• Language. Clause 30.3 does not apply to consumers. The version in the language in which the contract was concluded is binding. The consumer may use any of the three published languages for notices to us.

32.11 What applies unchanged

Anyone who embeds Answely in their own website is the controller under data protection law towards the visitors of that website – including as a consumer and including in the case of a privately operated website. The exemption for purely personal or household activities (Art. 2(2)(c) GDPR) does not apply to a publicly accessible website. Likewise, that person is the deployer of the AI system towards their visitors. Clauses 10 to 14 and 17 and the DPA therefore apply unchanged to consumers; this is not a clause in our favour but the statutory allocation of roles.

Version 1.1 – as of 18.10.2026