Legal · Terms of Service

Terms of Service

Last updated: 25 August 2026 — Draft under legal review

These Terms of Service ("Terms") govern access to and use of the Issei website at issei.ai and the services operated by Issei, a company registered in Spain ("Issei", "we", "us"), including the AI agents that carry out operational work on behalf of Customers and the related features described at issei.ai (together, the "Services").

Issei provides AI agents that perform a company's repetitive operational work inside the tools that company already uses. The agents answer, quote and estimate, schedule, follow up and invoice, over channels such as WhatsApp, phone and email, integrated with the Customer's own systems (CRM, ERP, TMS, order and booking software, spreadsheets and email).

These Terms apply to two groups:

  • Part A applies to Customers: organisations that create an Issei account or otherwise engage Issei to deploy AI agents in their operations.
  • Part B applies to Website Visitors and to individuals who interact with an Issei agent operated on behalf of a Customer.

By using the Services, each group agrees to the applicable part of these Terms and to the Privacy Policy at issei.ai/privacy/. For Customers, the specific commercial and data protection terms are set out in a separate service agreement and in the Data Processing Agreement ("DPA") at issei.ai/dpa/, which together with these Terms and the Privacy Policy form the agreement between Issei and the Customer.

PART A — CUSTOMER TERMS

This Part A governs the relationship between Issei and Customers. It does not create any contractual relationship between Issei and the individuals that Customers interact with, or any other third parties.

A1. The Services

Issei provides AI agents that carry out operational tasks on behalf of the Customer, including answering enquiries, producing quotes and estimates, scheduling, sending follow-ups and issuing invoices, across channels such as WhatsApp, phone and email, and integrated with the Customer's own systems. Features are described at issei.ai and may be configured within the Customer's workspace.

The agents are designed to keep the Customer in control. Where a task requires judgement or approval, the agent prepares the work and hands the final decision to the Customer's team. All AI-generated outputs are intended to assist the Customer's people, and Issei does not make autonomous business decisions on the Customer's behalf. The Customer retains full authority and responsibility for its operational and commercial decisions.

Issei is the provider of the AI system within the meaning of the EU AI Act (Regulation (EU) 2024/1689). The Customer is the deployer. As deployer, the Customer is responsible for ensuring lawful use of the AI agents in its jurisdiction, including compliance with applicable sector regulation, consumer protection law, and data protection law.

A2. Accounts

Customers must provide accurate registration information and keep it current. Customers are responsible for maintaining the confidentiality of login credentials and for all activity under their account. Suspected unauthorised access must be reported to hi@issei.ai immediately.

Each account operates within an isolated workspace. Workspace administrators manage team access, permissions, and the configuration of the AI agents.

A3. Subscription and Payment

A3.1 Plans and Fees

Issei is offered on a subscription basis. The plans available, their features, and the applicable fees are described at issei.ai/pricing/ and set out in the order form or service agreement agreed with the Customer. Issei reserves the right to modify plan features with reasonable notice.

A3.2 Usage Limits

Plans may include defined limits on agent usage, such as the volume of conversations, tasks, or actions the agents handle in a billing period. When a limit is reached, the relevant agent capability may be paused until the next billing cycle or until additional capacity is agreed. Existing data and manual functions remain accessible. Any overage is billed only where expressly agreed in the applicable order form or service agreement.

A3.3 Billing and Non-payment

Paid plan fees are charged in EUR, in advance, on a monthly or annual basis, as set out in the applicable order form. Failure to pay may result in suspension of the Services or, after reasonable written notice, termination of the account. Fees paid are non-refundable except where required by applicable law or expressly agreed in writing.

A3.4 Fee Changes

Issei may change fees with at least 30 days' written notice. Continued use after the notice period constitutes acceptance. If the Customer does not accept the new fees, they may cancel before the change takes effect.

A4. Acceptable Use

Customers may use the Services only for lawful business purposes in accordance with these Terms. Customers must not:

  • Deploy the AI agents to take actions with legal or similarly significant effects on individuals without appropriate human oversight.
  • Use AI outputs as the sole or determinative basis for a decision where applicable law requires human involvement.
  • Process personal data through the Services without a lawful basis under GDPR or applicable local data protection law, including failing to obtain any required consent for communications or call recording.
  • Use the Services in a manner that violates applicable sector regulation, consumer protection, marketing, anti-discrimination, or data protection law in any jurisdiction where the Customer operates or where affected individuals are located.
  • Configure the agents to impersonate a natural person in a way that conceals that the individual is interacting with an automated system, where disclosure is required by law.
  • Reverse engineer, decompile, or attempt to extract source code from the platform.
  • Use automated means to scrape or extract data from the platform without authorisation.
  • Introduce malicious code or attempt to disrupt platform integrity or security.
  • Resell or sublicense access to the Services without prior written consent from Issei.

Violation may result in immediate suspension or termination.

A5. Customer Responsibilities for Personal Data

When using Issei to run operational processes, the Customer acts as the data controller for the personal data processed through the Services (including data relating to the Customer's own customers, contacts, and other individuals the agents interact with) and is solely responsible for:

  • Having a lawful basis under GDPR and any applicable local data protection law to collect and process that data, regardless of where the individuals are located.
  • Informing the individuals it interacts with that an AI agent, provided as technology by Issei, is being used, where such information is required by law.
  • Obtaining any consent required before recording calls or sending communications via WhatsApp, phone, or email.
  • Ensuring that automated communications comply with applicable marketing, consumer protection, and electronic communications law.
  • Responding to data subject rights requests promptly.
  • Configuring appropriate data retention periods within the platform.
  • Notifying Issei in writing within 30 days if the Customer ceases to operate, transfers its business, or becomes unable to fulfil its obligations as data controller. This obligation survives termination of the subscription.

Personal data is processed by Issei as a data processor under the DPA at issei.ai/dpa/, which is incorporated into and forms part of these Terms.

A6. AI Agents and Compliance

By using Issei's AI agents, the Customer acknowledges that:

  • AI outputs are generated automatically and may contain errors. Where a task carries legal or similarly significant consequences, it should be reviewed by a person before it takes effect.
  • The Customer, as deployer of the AI system, is responsible for ensuring its use complies with the EU AI Act, GDPR (including Article 22 where applicable), and all applicable law in the jurisdictions where it operates.
  • AI-generated content must not be presented to individuals or third parties as the direct work of a named human where this would be misleading.
  • The Customer must ensure that individuals who request an explanation of AI processing are directed to the appropriate contact, and Issei will assist as data processor under the DPA.
  • Issei maintains a log of agent actions for security and compliance purposes.

Issei is not responsible for the Customer's operational or commercial decisions. The Customer agrees to indemnify Issei against third-party claims arising from those decisions, including disputes with the Customer's own customers and regulatory actions resulting from the Customer's use of the Services.

A7. Intellectual Property

Issei's platform, software, agents, algorithms, design, and documentation are owned by Issei or its licensors. These Terms grant no rights in Issei's intellectual property other than the limited right to use the Services as described herein.

The Customer retains ownership of all data it provides to or connects with the platform. By providing or connecting that data, the Customer grants Issei a limited licence to process it solely to provide the Services. Customer data is not used to train Issei's or any third party's AI models.

AI-generated outputs produced using the Customer's data are provided to the Customer as part of the Services. Issei does not claim ownership of those outputs.

The Customer may not use Issei's name, logo, or trademarks without prior written consent, except to accurately identify Issei as the technology provider to individuals and third parties.

A8. Confidentiality

Each party will keep confidential non-public information received from the other in connection with the Services, and use it only to perform obligations under these Terms. This does not apply to information that is or becomes publicly available without fault of the receiving party, or that is required to be disclosed by law or regulatory authority.

A9. Availability

Issei will make reasonable efforts to maintain platform availability and will communicate planned maintenance in advance where practicable. The Services are provided on an "as available" basis. Issei does not guarantee uninterrupted access or that AI outputs will be error-free in all circumstances.

A10. Warranties and Disclaimer

Issei warrants that it will provide the Services with reasonable skill and care and will process personal data in accordance with the DPA and applicable law.

Except as stated above, the Services are provided "as is". Issei does not warrant that the Services will meet every Customer requirement or that AI outputs will be accurate or complete in all cases. Nothing in these Terms excludes liability for fraud, death, or personal injury caused by negligence, or any other liability that cannot be limited by applicable law.

A11. Limitation of Liability

To the maximum extent permitted by applicable law:

  • Issei will not be liable for indirect, consequential, incidental, or punitive damages, including loss of profit, revenue, or data.
  • Issei's total aggregate liability to the Customer for all claims under or in connection with these Terms will not exceed EUR 500 or the total fees paid by the Customer in the 3 months preceding the claim, whichever is higher.

Nothing in this section limits Issei's liability under GDPR, the EU AI Act, or other mandatory applicable law.

A12. Indemnification

The Customer agrees to defend and indemnify Issei against third-party claims, damages, fines, and reasonable legal costs arising from:

  • The Customer's operational or commercial decisions, including disputes with its own customers.
  • The Customer's failure to comply with applicable data protection law, sector regulation, or AI regulation in relation to the data and processes handled through the Services.
  • The Customer's failure to notify Issei of cessation of operations or inability to act as data controller, as required under Section A5.
  • The Customer's use of the Services in breach of these Terms.
  • Any regulatory fine imposed on Issei that arises directly from the Customer's misuse of the Services.

A13. Term and Termination

  • The Customer may cancel at any time via account settings or as set out in the applicable order form. Paid subscriptions remain active until the end of the current billing period. Fees already paid are not refunded.
  • Issei may suspend or terminate the account with immediate effect for material breach, non-payment after written notice, or where required by law.
  • Either party may terminate on 30 days' written notice for any other reason.

On termination: platform access ceases immediately. Customer data is retained for 30 days for export, then permanently deleted, subject to legal retention obligations and the DPA.

A14. Changes to Terms

Issei may update these Terms. Material changes will be notified by email at least 30 days before taking effect. Continued use after the effective date constitutes acceptance. If the Customer does not accept the changes, they may terminate before the effective date.

A15. Governing Law and Jurisdiction

These Terms are governed by Spanish law. Disputes are subject to the exclusive jurisdiction of the courts of Barcelona, Spain, except where mandatory applicable law provides otherwise.

Where the Customer is established outside Spain, mandatory local business protection law may apply in addition to these Terms. These Terms do not exclude any rights the Customer may have under such mandatory law.

A16. General

  • Entire agreement: these Terms, the Privacy Policy, the applicable service agreement, and the DPA constitute the entire agreement between Issei and the Customer regarding the Services.
  • Severability: if any provision is unenforceable, the remaining provisions continue in full force.
  • No waiver: failure to enforce any provision is not a waiver of that right.
  • Assignment: the Customer may not assign these Terms without prior written consent. Issei may assign in connection with a merger, acquisition, or asset sale, with notice to affected Customers.
  • Language: in the event of conflict between the English and Spanish versions of these Terms, the Spanish version prevails for Customers established in Spain; the English version prevails for all other jurisdictions.

A17. Contact

  • General and legal: hi@issei.ai

PART B — WEBSITE VISITORS AND INDIVIDUALS INTERACTING WITH ISSEI AGENTS

This Part B applies to visitors to the issei.ai website and to individuals who interact with an Issei agent that is operated on behalf of a Customer (for example, when you message, call, or email a company that uses Issei).

These terms are separate from Part A. If you interact with an Issei agent, your primary relationship is with the Customer (the company using Issei), not with Issei. Issei is the technology provider.

B1. Use of the Website

The issei.ai website is provided for general information about Issei and its Services. You may use it for lawful purposes only. You must not attempt to disrupt the website, access it by unauthorised means, or use its content other than as permitted by these Terms and applicable law. Website content is owned by Issei or its licensors and is protected by intellectual property law.

B2. What Issei Does

When you interact with an Issei agent, Issei provides the technical infrastructure that powers that interaction on behalf of the Customer. Issei processes the personal data involved as a data processor acting under the instructions of the Customer, who is the data controller for the underlying operational or commercial process.

The Customer is solely responsible for the decisions taken in that process. Issei does not decide the outcome of your enquiry, quote, booking, claim, or other request.

B3. Your Data

When you interact with an Issei agent, Issei collects and processes the personal data involved (such as your name, contact details, and the content of your messages or call) on behalf of the Customer, solely to carry out the process managed by the Customer. The Customer may use Issei to communicate with you via WhatsApp, phone, or email as part of that process. These communications are sent on behalf of the Customer.

For full details of how personal data is collected, used, stored, transferred, and your rights, please read the Privacy Policy at issei.ai/privacy/.

B4. AI in the Interaction

The Customer may use Issei's AI agents to answer, quote, schedule, follow up, or invoice as part of its process. These outputs are generated automatically.

No decision producing legal or similarly significant effects is taken about you solely by automated means without human oversight, in accordance with GDPR Article 22, where such a decision is made through the Services. Where such oversight applies, a person at the Customer reviews the relevant output before the decision takes effect.

You have the right to request a meaningful explanation of any AI processing applied to your data. Contact the Customer, or Issei at hi@issei.ai, and see the Privacy Policy for details of what can and cannot be disclosed.

B5. Call Recording

If the Customer uses call recording through Issei, you will be informed before recording begins and, where consent is required by law, your consent will be requested before recording starts. Without the required consent, no recording will take place. You may withdraw consent at any time by contacting the Customer or Issei at hi@issei.ai. Withdrawal stops future recording but does not affect the lawfulness of processing already completed.

B6. Your Rights

As a data subject under GDPR (and equivalent applicable law regardless of your location), you have the right to access, correct, delete, and port your personal data; to request an explanation of AI processing; to object to or restrict certain processing; and not to be subject to solely automated decisions producing legal or similarly significant effects. You also have the right to seek compensation for damages caused by unlawful processing under GDPR Article 82 or equivalent applicable law.

To exercise your rights, contact the Customer directly (as data controller) or contact Issei at hi@issei.ai. We will respond within the period required by applicable law and in any event within 30 days. If the Customer cannot be reached or no longer exists, Issei will act directly to fulfil your request.

You may lodge a complaint with the Agencia Española de Protección de Datos (aepd.es) or the supervisory authority in your country of residence.

B7. Limitation of Liability Toward Individuals

Issei's role is limited to providing the technical platform on behalf of the Customer. To the maximum extent permitted by applicable law, Issei's liability to individuals is limited to cases of: (a) Issei's own negligence or wilful misconduct in processing personal data; (b) breach of Issei's obligations as data processor under GDPR; or (c) breach of any mandatory obligation under the EU AI Act applicable to Issei as provider.

Issei is not liable for the Customer's operational or commercial decisions, the accuracy of the Customer's information, or the outcome of any process handled through the Services. Nothing in this section limits your rights as a data subject under GDPR Article 82, the EU AI Act, or any other mandatory applicable law.

B8. Applicable Law

These terms are governed by Spanish law. Nothing in these Terms excludes rights you may have under mandatory applicable law in your country of residence, including data protection and consumer protection law.

B9. Contact

  • Data and privacy: hi@issei.ai