Special Terms and Conditions for the AI Receptionist
1. Scope and Order of Precedence
1.1 These Special Terms and Conditions (Special T&Cs) apply in addition to world4you´s General Terms and Conditions for the End Customer's use of the AI Receptionist (hereinafter: "Service"). In the event of a conflict, these Special T&Cs shall prevail over the world4you´s General Terms and Conditions (GTC).
1.2 world4you provides the services as a reseller. The technical provision of services is carried out by subcontractors engaged by world4you in accordance with Clause 6.
2. Service Description and Roles
2.1 The Service enables AI-supported voice interactions in the telephony environment (e.g., call answering, dialogue management, call forwarding, logging).
2.2 world4you is obliged to provide the Service according to the contractual specifications. The subcontractor provides technical partial or complete services for this purpose on behalf of world4you.
2.3 The End Customer is solely responsible for the implementation, configuration, and lawful application of the Service, including all content and connected systems.
3. Permitted Use, Prohibitions, and Obligations of the End Customer
3.1 Unlawful Use: The End Customer shall not use the Service for unlawful purposes and must comply with all applicable laws and regulatory requirements (including, but not limited to, data protection law, telecommunications law, copyright, trademark, and competition law).
3.2 Labelling and Transparency: The End Customer shall ensure that dialogue partners are clearly and comprehensibly informed before or at the start of the interaction that they are interacting with an AI system. Insofar as recordings, transcriptions, analyses, or evaluations take place, the End Customer shall obtain the necessary consents or base the processing on an appropriate legal basis and provide information in accordance with statutory transparency obligations.
3.3 Prohibited and High-Risk Uses: The Service shall not be used for practices prohibited under the AI Regulation (AI Act/EU). Use in application cases classified as high-risk AI within the meaning of the AI Act (e.g., according to Art. 6 in conjunction with Annex III AI Act) is prohibited. The End Customer is solely responsible for checking that its area of use is not classified as high-risk; in case of doubt, the End Customer shall refrain from using it.
3.4 Copyright and Usage Rights: The End Customer shall not use the Service to infringe copyrights, related rights, or other proprietary rights of third parties. The End Customer warrants that it possesses the necessary rights and authorisations for all content and data processed by the Service (including prompts, conversation content, training/knowledge data, audio/voice content) and does not provide any inadmissible content.
3.5 Data Protection and Personal Rights: The End Customer is the Controller within the meaning of data protection law for the processing of personal data in the context of its use. The End Customer ensures the lawfulness of the processing, the fulfilment of information obligations, the safeguarding of data subject rights, storage limitation, and data security. The processing of special categories of personal data shall be omitted unless a suitable legal basis exists.
3.6 Trade Secrets and Confidentiality: The End Customer shall maintain trade secrets and other confidential information of third parties and only transmit them if a legal authorisation exists. The End Customer shall take appropriate technical and organisational measures to prevent unauthorised access.
3.7 Prohibition of Abuse: The End Customer shall refrain from any use that impairs the Service, networks, or third parties (e.g., circumvention of security mechanisms, unauthorised monitoring, manipulation, spam, fraud, identity deception).
3.8 Specific Telephony Requirements: Insofar as national or international regulations (including but not limited to the Privacy and Electronic Communications Regulations) apply to call recording, call forwarding, Number Presentation/CLIP/CLIR, emergency access, advertising calls, double opt-in, or industry specifics, compliance with such rules and regulations is the sole responsibility of the the End Customer.
4. End Customer's Responsibility for Configuration, Content, and Third-Party Systems
4.1 The End Customer is solely responsible for:
- the configuration of the Service (e.g., dialogue design, prompts, knowledge bases, workflows, thresholds),
- all content generated or processed by the Service,
- the selection, integration, configuration, and security of connected third-party systems, interfaces, and data sources (e.g., CRM, ticketing, payment, calendar, telephone systems).
4.2 The End Customer shall ensure that connected third-party systems are used lawfully, that the respective license/usage conditions are complied with, and that no harmful content/data is fed into the system. The End Customer shall maintain suitable access controls, rights concepts, logging, and testing.
4.3 The End Customer shall monitor the results and interactions of the Service, implement appropriate control and escalation mechanisms (e.g., handover to human agents), and quality assurance processes.
5. AI Outputs; No Defectiveness in Case of Substantive Deviations
5.1 AI-generated content may be inaccurate, incomplete, ambiguous, contextually irrelevant, or temporally outdated. The End Customer remains responsible for evaluating and using the outputs.
5.2 Purely substantive deviations or errors in AI outputs (including so-called "hallucinations") do not in themselves constitute a technical defect in the service.
5.3 Warranty and liability claims due to technical faults shall be governed by the contractual liability provisions set out in the General Terms and Conditions. To the fullest extent permitted by law, further claims due to substantive AI deviations are excluded.
6. Use of Technical Subcontractors
6.1 The End Customer agrees that world4you may use technical subcontractors for the provision of the Service. The subcontractor may, in turn, use suitable sub-subcontractors for the provision of services, provided that the legal and contractual requirements are met.
7. Compliance, Audits, and Evidence
7.1 The End Customer shall carry out appropriate risk analyses for its specific use, document compliance with the labelling, information, and consent obligations, and maintain corresponding evidence.
7.2 Upon reasonable request, the End Customer shall prove compliance with the obligations arising from these Special T&Cs.
8. Suspension, Termination, and Indemnification
8.1 In the event of breaches of these Special T&Cs or where world4you reasonably believes there to be a breach, world4you and/or subcontractors may temporarily suspend services wholly or partially, insofar as necessary to avert legal infringements or risks. Where possible, world4you shall inform the End Customer.
8.2 world4you is entitled to terminate the Services if the End Customer materially breaches these Special T&Cs or upon receiving notice of a breach, fails to remedy such breach within 7 days or if in the sole discretion of world4you, the provision or use of the Service becomes untenable due to statutory/official requirements.
8.3 The End Customer shall indemnify world4you and the subcontractor from all third-party claims, fines, losses or damages resulting from any unlawful use of the Service or breach of these Special Terms and Conditions by the End Customer, including reasonable legal costs.
9. Miscellaneous
9.1 Changes in legal or regulatory requirements (in particular the AI Act) may necessitate an adjustment of the Service or these Special T&Cs. world4you will inform the End Customer thereof.
9.2 Should a provision of these Special T&Cs be or become invalid, it shall be deemed deleted but the validity of the remaining provisions shall remain unaffected, if any provision becomes invalid under this 9.2, the parties shall negotiate in good faith to agree a replacement provision that, to the greatest extent possible, achieves the intended commercial result of the original provision.