Terms & policies

1. Purpose and acceptance

These terms govern the purchase and use of Intake, the AI support platform provided by Adrià Castany Carranza, tax ID 48219934C, with address at Calle Can Targa, 27 C, 08320 El Masnou (Barcelona), Spain.

By creating an account, purchasing a subscription or using the service, the Customer accepts these terms. Anyone accepting on behalf of a company represents that they are authorised to bind it, and in that case "Customer" means that company.

Use of the intake.es website, separate from the contracted service, is governed by the legal notice.

2. Definitions

• "Service": the Intake platform, its interfaces, its API and the associated AI agent.
• "Resolved conversation": a support thread the agent closes without human intervention, regardless of how many messages it contains.
• "Customer Data": all content the Customer or its end users put into the service, including conversations, documentation and account data read through the Customer API.
• "End user": the person contacting the Customer support through the service.

3. Accounts and acceptable use

The Customer is responsible for its account credentials, for activity carried out with them and for ensuring that anyone with access complies with these terms.

The service may not be used for unlawful activity, to send unsolicited communications, to infringe third-party rights, to attempt access to other customers data, or to circumvent the technical or volume limits contracted.

We may suspend access immediately where a use puts the security, integrity or availability of the service at risk for other customers, informing the Customer as soon as reasonably possible.

4. Subscription, price and billing

The service is provided on a subscription basis. The applicable price and included units are those published on the pricing page at the time of purchase.

Billing is per resolved conversation, with a contracted monthly minimum. Conversations the agent does not resolve are not billed.

Fees are paid in advance through the payment gateway. Amounts are stated excluding VAT, which is applied where required under Spanish law.

We may change prices on at least thirty days notice by email. The change takes effect at the next renewal; if the Customer disagrees, they may cancel before that renewal without penalty.

5. Term, renewal and cancellation

The subscription renews automatically for periods equal to the one contracted, monthly or annual, unless cancelled.

The Customer may cancel at any time from their panel. Cancellation takes effect at the end of the period already paid: the service stays active until that date and does not renew.

The current period and fees already accrued are not refunded, unless applicable law requires otherwise.

The free trial runs ten days and requires no card. When it ends, if no subscription is purchased, the account loses access to the service.

6. Non-payment

If a charge fails, we will retry it and notify you by email. Fifteen calendar days after the first failed attempt without resolution, we may suspend access.

Suspension for non-payment does not terminate the contract or amounts already accrued. Access is restored once the outstanding amount is paid.

7. Customer Data and data protection

Customer Data is and remains the Customer property. We do not use it for our own purposes other than providing the service, and we do not train third-party models with it.

Where the service processes personal data on the Customer behalf, we act as processor and the Customer as controller. That relationship is governed by the data processing addendum, which forms part of these terms.

The Customer is responsible for having a legal basis for the data it puts into the service and for informing its end users that an automated assistant is in use.

On termination the Customer may export its data for thirty days. After that period it is deleted, unless there is a legal obligation to retain it.

8. Artificial intelligence: scope and limits

The service generates answers automatically from the documentation and account data the Customer connects. Like any technology of this kind, it may produce incorrect or incomplete answers.

The Customer decides which documentation and which endpoints to expose, and with what permissions. Actions the agent runs against Customer systems happen within those permissions and under the Customer responsibility.

We recommend reviewing the agent configuration before enabling actions that modify data, and keeping handoff to a person enabled for cases that require it.

9. Intellectual property

The service, its software, its brand and its documentation belong to us or our licensors. The subscription grants the Customer a non-exclusive, non-transferable right of use limited to the term of the contract.

The Customer retains all rights over its data and content.

If the Customer sends us product suggestions, we may use them without consideration and without affecting the Customer rights.

10. Availability and support

The availability commitment and support response times are set out in sections 17 to 19 of this document.

We may carry out scheduled maintenance with reasonable prior notice, and urgent maintenance where security or stability requires it.

11. Warranties and disclaimers

We warrant that the service will be provided with professional diligence and substantially in accordance with its documentation.

Beyond that, and to the extent permitted by law, the service is provided "as is". We do not warrant that it will be uninterrupted, error-free, or that the agent answers will be correct in every case.

Nothing in these terms excludes liability for wilful misconduct, gross negligence, personal injury or any other liability that law does not allow to be excluded.

12. Limitation of liability

Except where law does not allow limitation, our total liability to the Customer for any claim arising from the contract is limited to the amount actually paid by the Customer in the twelve months preceding the event giving rise to it.

We are not liable for loss of profit, loss of business, loss of data attributable to the Customer, or indirect or consequential damages.

13. Indemnity

The Customer will hold us harmless against third-party claims arising from the content it puts into the service or from use contrary to these terms or to law.

We will hold the Customer harmless against third-party claims alleging that the service, used in accordance with these terms, infringes their intellectual property rights.

14. Confidentiality

Each party will treat as confidential the non-public information of the other that it accesses in connection with the contract, and will not disclose it except to those who need to know it in order to perform the contract or where required by a competent authority.

This obligation continues for three years from termination of the contract.

15. Changes and assignment

We may change these terms on thirty days notice by email. If the Customer disagrees, they may cancel before the changes take effect.

The Customer may not assign the contract without our prior written consent, except to a group company or in a business succession.

16. Governing law and jurisdiction

These terms are governed by Spanish law.

For any dispute the parties submit to the courts of Barcelona, waiving any other forum that might apply, unless law imposes another because the counterparty is a consumer.

17. Service level: availability

We commit to monthly availability of 99.5% of the service, measured over the total minutes of the calendar month, for customers with an active subscription and no outstanding payments.

Unavailability means the period during which the platform or its API do not respond to valid requests for a cause attributable to us.

The following do not count as unavailability: scheduled maintenance notified at least forty-eight hours in advance, incidents caused by Customer systems or configuration, outages of third-party services the Customer has connected, periods of suspension for non-payment, and force majeure events.

18. Service level: response times

Times are counted during business hours, Monday to Friday 9:00 to 18:00 Spanish peninsular time, excluding public holidays.

• Critical incident, service inaccessible to all Customer users: first response within 4 business hours.
• Major incident, a core feature degraded with no workaround: first response within 8 business hours.
• Minor incident, question or change request: first response within 2 business days.

19. Service level: credits

If availability in a calendar month falls below the commitment, the Customer may request a credit on their next invoice: 10% of the monthly fee where availability is between 99.0% and 99.5%, and 25% where it falls below 99.0%.

The request must be made within thirty days of the affected month. The credit is the sole remedy for breach of this section.

Incidents are reported to info@intake.es, describing what happened, the approximate time and, where possible, a concrete example.

20. Use of the intake.es website

Separate from the contracted service, the intake.es website belongs to Adrià Castany Carranza, tax ID 48219934C, with address at Calle Can Targa, 27 C, 08320 El Masnou (Barcelona), Spain.

The site provides product information and allows visitors to get in touch and to subscribe. Anyone using it agrees to do so in accordance with the law and not to carry out activities that could damage it or prevent it working normally.

The content, trade marks and designs on the site are protected by intellectual and industrial property rights. Links to third-party sites are offered for convenience and do not imply that we endorse their content.

We aim to keep published information up to date, but it may contain inaccuracies. The binding terms are those in this document and those on the pricing page at the time of purchase.