Terms of Service

1. These Terms set out the rules for the provision of services by electronic means by Ivorylab, ul. Wincentego Witosa 14, 95-100 Zgierz, Poland, Tax ID (NIP) 7322198230, entered in the Polish Central Register of Business Activity (CEIDG) (the “Service Provider”, “we”), through the BrosBots platform available at brosbots.com and app.brosbots.com.
2. These Terms constitute terms and conditions for the provision of services by electronic means within the meaning of art. 8 of the Polish Act of 18 July 2002 on the provision of services by electronic means.
3. Contact: kontakt@brosbots.com.
4. Using the Platform means accepting these Terms. If you do not accept their provisions, do not create an account and do not use the Platform.

• Platform - the brosbots.com website, the app.brosbots.com application, the API and the voice widget.
• Customer - the person or entity that has concluded an agreement to use the Platform.
• User - a natural person using the Customer’s account.
• Agent - a voice assistant configured by the Customer that conducts conversations.
• Caller - a person talking to an Agent.
• Balance - prepaid funds in the Customer’s account from which usage fees are deducted.
• Subscription - the monthly fee for the selected Plan, billed as a subscription with the payment operator.
• Plan - a variant of the service (Free, Start, Pro, Business, Enterprise, Partner) that determines the scope of features, the minute package, the per-minute rate and the number of Channels.
• Channel - a single concurrent outbound connection. The number of Channels determines how many outbound calls an Agent can hold at the same time. Inbound calls and widget conversations do not use Channels.

1. The service consists of making available tools for creating, running and monitoring voice Agents, including telephony integrations, the voice widget, the API and conversation analytics.
2. The service is provided on a SaaS basis. We do not transfer any rights to the software to the Customer, nor do we supply it for installation.
3. Telecommunications services, in particular setting up calls and providing phone numbers, are performed by third-party operators. We are not a provider of publicly available telecommunications services within the meaning of the Polish Electronic Communications Law (Prawo komunikacji elektronicznej).
4. Call quality depends on factors beyond our control, including the Customer’s connection, the operators’ networks and the availability of third-party AI models.
5. The Customer may connect its own accounts with third-party services to the Platform, in particular Google (Google Calendar, Google Sheets) and Microsoft (Outlook Calendar), so that the Agent can check free time slots, save booked appointments and save or read enquiry details. The Customer sets up the connection on its own initiative, approving the scope of access on the provider’s consent screen, and may disconnect it at any time in the dashboard or in its account with the provider. We use the access granted solely to provide the service to the Customer. The scope of data retrieved and how it is stored and deleted are described in chapter 12 of the Privacy Policy. Use of those services is also subject to their providers’ terms.

• Internet access and an up-to-date browser with JavaScript enabled.
• An active email address.
• For the voice widget: a device with a microphone and the browser’s permission to access it.
• For integration via the API: the ability to configure it on the Customer’s side.

1. The agreement is concluded when the account is created and the email address is confirmed.
2. The Customer provides true and up-to-date information and updates it whenever it changes. The Customer is responsible for the consequences of providing untrue information.
3. The Customer is responsible for keeping login credentials confidential and for the actions of Users within its account. Any suspected unauthorised access must be reported to us without delay.
4. One organisation may have multiple Users with different roles. The Customer determines the scope of their permissions.
5. By creating an account on behalf of a legal person, you represent that you are authorised to represent it.

Prices are given in Polish zloty (zł). For Customers who are businesses we quote net amounts, to which VAT is added at the rate applicable on the date the document is issued.

1. Usage (call minutes, SMS, additional Channels, phone numbers) is charged to the prepaid Balance, which the Customer tops up. The Subscription is billed separately, as a monthly subscription.
2. The Subscription includes a package of call minutes, as shown in the table above. The package renews on the subscription renewal date, and minutes not used in a given billing period do not carry over to the next period and expire.
3. The Free Plan covers the voice widget only, with no phone numbers, phone calls or SMS. Its 30-minute package renews every month. Without a payment card on file, the widget stops holding conversations once the package is used up, until the next period begins; with a card on file, further minutes are charged at the rate in the table.
4. On every Plan the widget has abuse limits: a single widget conversation lasts at most 5 minutes, one widget key handles up to 100 conversations a day and up to 3 at the same time, and one browser can start up to 10 conversations a day. A key works only on the domains it was issued for.
5. Free trial. A Customer who has never had a paid Plan or a free trial may start the Pro Plan with a 7-day free trial, during which no Subscription fee is charged. During the trial there is a limit of 60 call minutes and outbound calls are not available. Starting a trial requires a payment card. When the trial ends, the subscription automatically becomes a paid Subscription to the chosen Plan and the first fee is charged to that card, unless before the end of the trial the Customer cancels the subscription in the dashboard or by a notice sent to kontakt@brosbots.com. All other paid Plans, Start included, are paid from the first day. The rights under chapter 8 apply regardless of the trial.
6. Business verification. Outbound calls are available from the Pro Plan and require prior verification of the Customer’s business through a form in the dashboard. We usually complete verification within one business day. We may refuse or withdraw verification if the information is incomplete or untrue, or if there is a reasonable suspicion of a breach of chapter 9. Inbound calls and the widget work without verification.
7. The duration of each call is rounded up to the next full minute. A call lasting less than 10 seconds uses no package minute: it is free within the package, and once the package is used up a flat fee of 0.03 zł is deducted from the Balance.
8. Once the package is used up, further minutes are charged at the Plan rate in force at the time of the call and deducted from the prepaid Balance.
9. SMS messages are not covered by the Subscription and are charged to the Balance per message segment, not per message. A message longer than one segment counts as the corresponding number of segments.
10. A change of Plan takes effect immediately: the new rate applies to subsequent calls, and the minute package is recalculated in proportion to the part of the billing period remaining until its end. Individually agreed prices are not overwritten when the Plan is changed.
11. With annual payment, the Customer pays in advance for ten months on the Start and Pro Plans and for eleven months on the Business Plan, and receives twelve months of service. The minute package available in each month is the same as with monthly payment.
12. Phone numbers and additional Channels are not covered by the Subscription and are charged separately to the Balance, regardless of the Plan.
13. When the Balance runs out, conversations held by the Agent, outbound calls and sending SMS are suspended until it is topped up. An inbound call to the Customer’s number is then forwarded to the fallback number, if the Customer has set one in the dashboard; otherwise the caller hears a short announcement or the call is not answered. If the Customer has automatic top-up switched on and the card charge fails, the Agent keeps working for another 24 hours. We give advance notice of a low Balance by email.
14. If a Subscription payment fails, including the first payment after a free trial, the payment operator retries the charge, up to three attempts in total. From the first failed attempt the Agent holds no conversations and inbound calls are handled as when the Balance has run out. After the third failed attempt the account is suspended. We keep the configuration and phone numbers for 30 days from the suspension; if the amount due is not paid within that time, the numbers are permanently lost. Once the overdue amount is paid, we restore the service.
15. Phone numbers and additional Channels are add-ons charged to the Balance on a recurring basis. Insufficient funds to renew a number result in its suspension and, once the grace period shown in the dashboard has elapsed, in the permanent loss of the number. A lost number usually cannot be recovered, even for an additional fee.
16. Payments are handled by a third-party payment operator. We do not store payment card details.
17. Invoices are made available in electronic form in the dashboard. The Customer consents to their being issued and delivered in that form.
18. We may change the price list with 30 days’ notice. The change does not apply to a billing period that has already been paid for. If you do not accept the new price list, you may terminate the agreement before it takes effect.
19. Funds in the Balance bear no interest and are not refundable, including after the agreement ends. Any unused Balance is forfeited when the agreement terminates. This does not apply where we terminate the agreement with notice and the Customer has not breached these Terms, or where a refund is required by mandatory law, in particular a consumer withdrawing from the agreement (chapter 8). In those cases we refund the unused Balance paid by the Customer, less any amounts due.

1. The agreement is concluded for an indefinite period.
2. The Customer may terminate the agreement at any time by deleting the account in the dashboard (Privacy and data) or by sending a notice to kontakt@brosbots.com. Termination takes effect at the end of the billing period already paid for. Until then the service works as before, and the Customer can withdraw the termination in the dashboard. Cancelling only the subscription in the dashboard ends the paid Plan but does not terminate the agreement: the account moves to the Free Plan.
3. We may terminate the agreement with 30 days’ notice and, in the cases described in chapter 10, with immediate effect.
4. When the agreement ends, we release the phone numbers assigned to the Customer and stop calls. For 30 days after the agreement ends the Customer keeps access to the dashboard to download recordings, transcripts and other data. After that we permanently delete the account data in accordance with the Privacy Policy, except data the law requires us to keep (in particular billing records).

The Platform is aimed at businesses, but we do not rule out concluding an agreement with a consumer. The rules below apply to consumers and, under art. 38a of the Polish Consumer Rights Act (ustawa o prawach konsumenta), accordingly also to natural persons running a business as sole traders (jednoosobowa działalność gospodarcza, JDG) where the agreement is not of a professional nature for them.

1. You have the right to withdraw from the agreement within 14 days of its conclusion, without giving a reason, by sending a statement to kontakt@brosbots.com.
2. If performance began at your express request before the withdrawal period expired, then after withdrawal you owe payment proportionate to the services provided up to the moment of withdrawal.
3. The right of withdrawal does not apply once the service has been fully performed with your express prior consent and after you acknowledged that you would lose this right.
4. Provisions of these Terms that limit liability do not apply to the extent that they would be contrary to mandatory consumer protection laws.

An Agent calls real people and speaks in a human voice. The rules below are not a formality: breaching them exposes the Customer, as well as us and our telecommunications operators, to liability, and justifies immediate suspension of the account.

9.1. Mandatory obligations. When using the Platform, the Customer undertakes to:

1. Disclose that the Caller is talking to an AI system. The Agent must make this clear and in good time, at the latest at the start of the conversation. This is required by art. 50 of Regulation (EU) 2024/1689 (the AI Act). The Agent must not be configured to deny that it is a machine or to impersonate a specific person.
2. Have a legal basis for the call. Direct marketing using automated calling systems requires the subscriber’s prior consent under art. 398 of the Polish Electronic Communications Law. The Customer is responsible for obtaining, documenting and honouring that consent, including handling objections.
3. Ensure a legal basis for recording and fulfil the duty to inform the Caller (art. 13 and 14 GDPR).
4. Allow the Caller to end the conversation and reach a human when the Caller asks for it, where the nature of the matter or sector-specific rules require it.
5. Comply with the sector-specific rules that apply to it, in particular in healthcare, financial services and debt collection.

9.2. Prohibitions. The Platform must not be used for:

• making unsolicited calls in breach of the rules on direct marketing, including to numbers whose holders have objected,
• impersonating another entity, a public institution, a bank or a specific person, or falsifying caller ID (spoofing),
• fraud, extortion, phishing and vishing, or attempts to obtain login credentials, card numbers or authorisation codes,
• cloning the voice of a specific person without that person’s express consent, or creating material that is misleading as to the identity of the speaker,
• harassment, threats, content inciting hatred, sexual content, or contacting minors without the consent of a parent or guardian,
• generating calls in bulk in order to overload infrastructure or to generate traffic artificially (traffic pumping),
• circumventing Plan limits, attempting unauthorised access to the Platform, testing it for vulnerabilities without our written consent, or reselling access without a separate agreement,
• activities that infringe the rights of third parties or breach Polish or EU law.

9.3. The Customer is responsible for the content and configuration of its Agents and for the data it enters into them. We do not verify the lawfulness of the Customer’s campaigns in advance and are under no obligation to do so, which does not exclude our right to act once we become aware of a breach.

1. We may suspend access to the Platform in whole or in part if: the Customer breaches chapter 9, the use threatens the security of the Platform or of third parties, we receive a credible report that the Customer’s activities are unlawful, or a competent authority or a telecommunications operator requires it.
2. We notify the Customer of a suspension without delay, stating the reason, unless the law prevents us from doing so. The Customer may submit an explanation; once the breach has been remedied, we restore access.
3. In the event of a serious or repeated breach, we may terminate the agreement without notice. This does not release the Customer from paying amounts that became due up to the date of termination.
4. A suspension for reasons attributable to the Customer does not entitle the Customer to a refund of the Subscription for the period of suspension.

1. We make every effort to keep the Platform running without interruption, but we do not guarantee uninterrupted availability unless a separate agreement (SLA) provides otherwise.
2. We announce planned maintenance breaks at least 24 hours in advance and try to carry them out outside peak hours.
3. A guaranteed availability level, response times and contractual penalties are available on the Enterprise Plan, on individually agreed terms.

1. The rights to the Platform, its software, interface, documentation and trade marks belong to us or to our licensors.
2. The Customer receives a non-exclusive, non-transferable licence to use the Platform for the term of the agreement, to the extent consistent with these Terms.
3. The rights to data entered by the Customer, including conversation scripts, recordings and transcripts, remain with the Customer. The Customer grants us only the licence necessary to provide the service.
4. We do not use the Customer’s recordings or transcripts to train models, in accordance with chapter 11 of the Privacy Policy.
5. The Customer warrants that it holds the rights to the materials it enters into the Platform, in particular to voice recordings used to configure an Agent.

The parties undertake to keep confidential any non-public information obtained in connection with the agreement, for its term and for 3 years after it ends. This does not apply to information whose disclosure is required by law or by a demand of a competent authority.

1. We are liable for non-performance or improper performance of the agreement on general terms, subject to the limitations below, which do not apply to consumers to the extent set out in chapter 8, nor in the case of wilful misconduct.
2. In relations with businesses, our total liability for damage arising in a given year is limited to the amount of fees paid by the Customer in the 12 months preceding the event.
3. In relations with businesses, we are not liable for lost profits, for loss of data resulting from the Customer not keeping backups, or for indirect damage.
4. We are not liable for the consequences of what an Agent says or for damage resulting from the configuration adopted by the Customer. Language models may generate untrue content; the Customer acknowledges this and designs conversation scripts with that risk in mind.
5. We are not liable for the actions of telecommunications operators and AI model providers or for interruptions caused by their failures, beyond the scope of our own due diligence in selecting the provider.
6. The Customer will indemnify us and cover reasonable costs of defence if a third party or an authority brings a claim against us arising from the Customer’s breach of chapter 9.

Neither party is liable for failure to perform its obligations caused by force majeure, including failures of backbone networks, decisions of public authorities, natural disasters, armed conflicts and large-scale cyberattacks. The party affected by force majeure informs the other party without delay.

1. Complaints are submitted to kontakt@brosbots.com, stating details that identify the account, a description of the issue and how you would like it to be resolved.
2. We consider a complaint within 14 days of receiving it and reply within that period on a durable medium.
3. If the complainant is a consumer, failure to reply within that period means the complaint is accepted.

A consumer may use out-of-court means of handling complaints and pursuing claims, including assistance from the district (powiat) consumer ombudsman and a permanent consumer arbitration court. Their use is voluntary for both parties.

If you have received a call that you believe breaches chapter 9, report it to kontakt@brosbots.com, stating the number that was called and the date and approximate time. We handle reports without delay and take the action described in chapter 10.

The rules for processing data, the division of roles between the Customer and us, and the data processing agreement are set out in the Privacy Policy, which forms an integral part of the agreement. With respect to conversation data, the Customer is the controller and we are the processor.

1. We may change these Terms for important reasons: changes in the law, changes in the scope or manner of providing the services, security considerations or technical changes.
2. We give notice of a change by email or by a message in the dashboard at least 14 days before it takes effect.
3. Not terminating the agreement before the date the changes take effect means accepting them. Termination on this basis is free of charge.

1. The agreement is governed by Polish law.
2. Disputes with businesses are resolved by the court having jurisdiction over our registered office. This does not apply to consumers, for whom jurisdiction is determined under the general rules.
3. The choice of Polish law does not deprive a consumer of the protection afforded by the mandatory provisions of the country of their habitual residence.

1. The Polish version of the Terms is binding. An English translation is published at brosbots.com/en/terms for information purposes only; in the event of any discrepancy, the Polish text prevails.
2. If any provision proves invalid, the remaining provisions remain in force, and the invalid provision is replaced by the provision closest to its economic purpose.
3. The Customer may not transfer the rights and obligations under the agreement without our written consent. We may transfer the agreement in connection with a transformation or sale of the business, giving 30 days’ notice.
4. These Terms are effective from 14 October 2026.

This page is an English translation of the Polish Regulamin, published for information purposes only. Only the Polish version is legally binding. In the event of any discrepancy between the two versions, or any doubt about how a provision should be interpreted, the Polish version prevails.