Terms of Service

These Terms of Service ("Terms") constitute a legally binding agreement between Nordicdesh (Business ID: 3231279-7, Tampere, Finland — "we", "us", "the Company") and any individual or legal entity ("you", "Client") who accesses our website or engages us for services.

By using our website or services, you confirm you have legal authority to enter this agreement and are at least 18 years of age.

Nordicdesh provides the following services:

• AI Chat Agents: Branded AI-powered chatbots for customer queries, lead qualification, appointment booking, and support — available 24/7 in over 160 languages.
• AI Voice Agents: Automated voice AI that handles inbound calls, answers questions, and routes enquiries without human intervention.
• Lead Qualification & CRM Automation: AI-driven lead scoring, qualification workflows, and CRM pipeline integration.
• Workflow Automation: End-to-end automation of business processes including email, invoicing, data entry, and third-party tool connections.
• Review & Feedback Automation: Automated review collection, sentiment monitoring, and reputation management reporting.
• Premium Web Development: High-performance websites and web applications built with modern technologies including Next.js.

Specific scope, deliverables, timelines, and fees are defined in a separate Statement of Work (SOW) agreed before work commences. These Terms apply to all engagements unless otherwise stated in the SOW.

AI agent services operate on a usage-based billing model in addition to any agreed monthly service or setup fees.

How It Works: Each time your AI chat agent sends a reply or your voice agent handles a call, a usage cost is deducted from your prepaid wallet balance. Costs depend on the AI model selected and interaction volume. Nordicdesh sets the per-message and per-call rates based on your agreed service plan.

Client Wallet:

• Clients on ongoing AI agent services maintain a prepaid wallet balance from which usage is deducted in real time.
• When your balance runs low, you will be notified to top up to ensure uninterrupted service.
• If your balance reaches zero, AI agent services will pause automatically until replenished.
• Nordicdesh is not liable for business impact caused by service interruption due to insufficient wallet balance.

Top-Up Options:

• Manual Top-Up: Add funds at any time via invoice upon request.
• Auto-Billing: Where agreed, automatic recharge triggers when balance drops below a set threshold.

Pricing: Your agreed pricing is set out in your SOW. Nordicdesh reserves the right to adjust usage pricing with a minimum of 30 days' written notice to reflect changes in underlying AI model or platform costs. All prices are in EUR (€), exclusive of VAT.

Our AI chat and voice agents are powered by state-of-the-art language models. You must be aware of the following important limitations:

• Not 100% Accurate: AI agents may occasionally produce inaccurate, incomplete, misleading, or unexpected responses. No AI system guarantees perfect accuracy.
• Not a Substitute for Human Judgement: AI agents should not be the sole basis for critical business, legal, medical, or financial decisions. Human review and oversight is strongly recommended.
• Knowledge Cutoff: AI models are trained on data up to a certain date and may not have knowledge of very recent events or regulatory changes.
• Quality Depends on Your Data: Agent accuracy depends heavily on the quality and completeness of your knowledge base and training materials. Incomplete input data results in lower quality outputs.
• Voice Accuracy: Voice agents rely on speech recognition. Performance may vary due to background noise, accents, audio quality, and connection speed.
• Escalation is Your Responsibility: You are responsible for setting up appropriate escalation paths (e.g. handoff to a human) for cases the AI cannot resolve adequately.

Nordicdesh will not be held liable for any loss, damage, or complaint arising from AI-generated outputs or decisions made on the basis of AI agent responses.

Unless otherwise agreed in your SOW:

• Invoices are in EUR (€), payable within 14 days of invoice date.
• Projects may require a setup deposit (30–50%) before work commences.
• Monthly service fees are invoiced in advance at the start of each billing period.
• Wallet top-up invoices are payable within 7 days to avoid service interruption.
• Finnish VAT (24%) applies to Finnish clients. EU businesses with a valid VAT number may apply the reverse charge mechanism.
• We reserve the right to pause services for outstanding unpaid invoices and to terminate services and pursue recovery if an invoice remains unpaid for more than 30 days past the due date.

You agree to:

• Provide accurate, complete, and timely information, materials, and access required for your project — including website content, FAQs, product data, and knowledge base materials for AI training.
• Designate a responsible point of contact with authority to make decisions and approve deliverables.
• Provide feedback on deliverables within agreed timeframes. Delays caused by you may result in revised timelines at no cost to Nordicdesh.
• Maintain adequate wallet balance to ensure uninterrupted AI agent service.
• Use our AI agents only for lawful purposes in compliance with all applicable laws — including GDPR, consumer protection law, and anti-spam regulations.
• Not use our services to generate, distribute, or promote illegal, harmful, abusive, defamatory, discriminatory, or misleading content.
• Not attempt to reverse-engineer, resell, sublicense, or redistribute our AI systems or configurations without prior written consent.
• Inform your end users that they may be interacting with an AI agent, where required by applicable law.

Both parties agree to keep confidential any proprietary, business-sensitive, or non-public information disclosed during the engagement — including business strategies, client lists, pricing, technical configurations, and AI agent training data.

• Confidential Information shall not be disclosed to any third party without prior written consent.
• This obligation survives termination for 3 years.
• This clause does not apply to information that is publicly available, independently developed, or required by law to be disclosed.

A separate Non-Disclosure Agreement (NDA) may be signed where required by either party prior to project discussions.

To the fullest extent permitted by applicable law:

• Nordicdesh's total aggregate liability for any claim shall not exceed the total fees paid by the Client in the 3 months preceding the claim.
• We are not liable for indirect, consequential, incidental, special, or punitive damages — including loss of profits, loss of business, loss of data, or reputational damage.
• We are not liable for loss or damage caused by AI-generated outputs or decisions made based on AI agent responses.
• We are not liable for service interruptions caused by third-party AI model providers, platform infrastructure failures, or internet connectivity issues.
• We are not liable for force majeure events including natural disasters, cyberattacks, third-party platform changes, or government actions.

Nordicdesh warrants that services will be delivered with reasonable skill and professionalism, and that we hold valid licences to use and resell the AI platform and related services.

We expressly disclaim all other warranties, including implied warranties of merchantability or fitness for a particular purpose. We do not warrant that AI agents will be error-free or uninterrupted, that AI-generated responses will always be accurate, or that third-party AI models or platform infrastructure will remain unchanged or available indefinitely.

Your use of our services is governed by our Privacy Policy, incorporated into these Terms by reference.

Your Obligations as Data Controller:

• Inform your end users that they may be interacting with AI systems where required.
• Ensure a lawful basis exists for processing any personal data passing through the AI agents.
• Do not instruct AI agents to collect sensitive personal data (GDPR Article 9) without appropriate safeguards.

These Terms are governed by the laws of Finland. EU consumer protection law applies where the Client is a consumer resident in the EU.

Disputes will first be addressed through good-faith negotiation within 30 days of written notice. If unresolved, disputes shall be submitted to the District Court of Tampere (Pirkanmaan käräjäoikeus). Consumers may also contact the Finnish Consumer Disputes Board (Kuluttajariitalautakunta) at www.kuluttajariita.fi.

We may update these Terms at any time to reflect changes in our services, the underlying platform, applicable law, or AI model pricing. Changes will be posted here with an updated date. Active clients will receive at least 14 days' written notice of material changes. Continued use of services after changes are posted constitutes acceptance of the revised Terms.

For questions, concerns, or formal notices regarding these Terms: