Terms of Service

PAIQ RAAS, S.L. (paiq.io, access.paiq.io)

1. Agreement and Parties

1.1. These Terms of Service (the "Terms") are a binding agreement between PAIQ RAAS, S.L. ("PAIQ", "we", "us"), a Spanish company with NIF B27677392, registered at the Companies Registry of Málaga, Sheet MA-198105, with registered office at C/ Poeta Francisco Coronado y Delicado nº 6, 3A, 29011 Málaga, Spain, email hello@paiq.io, and the business customer that purchases or uses one of our services (the "Customer", "you").

1.2. These Terms cover two services (together, the "Services"):

• PAIQ Access: the automated web accessibility checker at access.paiq.io, sold as a single report or as the Agency plan. Its specific conditions are in Schedule A.
• Platform: the PAIQ AI workforce platform at app.paiq.io, currently an AI team member that answers Instagram direct messages on the Customer's behalf, sold as a subscription. Its specific conditions are in Sections 2 to 19.

Sections 1, 3.1, 3.4, 10 and 20 to 24 apply to both Services. Where Schedule A and the general Sections differ for PAIQ Access, Schedule A prevails.

1.3. The following documents form part of this agreement and are incorporated by reference: the Data Processing Agreement available at paiq.io/dpa (the "DPA"), the Privacy Policy at paiq.io/privacy.html, and the subprocessor list at paiq.io/subprocessors.html. If these Terms and the DPA conflict on the processing of personal data, the DPA prevails. The DPA applies to the Platform only; PAIQ does not process personal data on behalf of PAIQ Access customers (see the Privacy Policy).

1.4. The Services are offered to businesses and professionals only. By purchasing or subscribing you confirm that you act in the course of your trade, business or profession and not as a consumer, so the consumer right of withdrawal does not apply. We may ask for your business name and VAT or tax number to complete the purchase. For the Platform, and in any case where mandatory consumer protection law would exceptionally apply, by subscribing you also expressly request that we begin providing the Service during any withdrawal period and acknowledge that, once provision has begun with your consent, the right of withdrawal is lost (art. 103.m of Royal Legislative Decree 1/2007, TRLGDCU). If, despite the business-only position, mandatory consumer protection law applies to a purchase, nothing in these Terms limits the rights it grants, and Schedule A section A.3 applies to PAIQ Access purchases.

2. The Service (the Platform)

2.1. PAIQ provides an AI workforce platform. The current product is an AI team member for Instagram: software that answers Instagram direct messages on the Customer's behalf, in the Customer's brand voice, using the knowledge the Customer provides, and records activity in a dashboard at app.paiq.io (the "Service").

2.2. A "Conversation" is one Instagram user exchanging messages with the AI team member within a 24-hour window, regardless of the number of messages. Internal tests by the Customer do not count as Conversations.

2.3. The Service connects to Instagram through Meta's official APIs. The Customer keeps full control of its Instagram account and can post, reply, and take over any conversation at any time.

3. Eligibility, Registration and Acceptance

3.1. To use the Services you must be at least 18 years old and act in the course of a business or profession.

3.2. At registration for the Platform you must accept these Terms and confirm professional use through the checkboxes provided. Registration is not possible without both confirmations. PAIQ Access requires no account; acceptance of these Terms is given at checkout.

3.3. You must provide accurate business details and keep them current. A valid tax identification number (NIF, CIF, or intra-EU VAT number) and business name are collected at checkout, and the purchase cannot be completed without them. This both keeps the sale B2B and supports EU VAT reporting (Modelo 349).

3.4. You are responsible for the confidentiality of your credentials, unlock codes and for all activity under your account.

4. Plans, Pricing and Billing (the Platform)

4.1. Plans. The Platform is offered as a monthly subscription, including the Founding Member plan. Prices are shown on the Platform pricing page and at checkout. Prices are stated without VAT. The applicable VAT is calculated and added at checkout and shown to you before you pay. PAIQ Access prices are shown inclusive of applicable tax; Platform prices are shown exclusive of VAT, which is added at checkout.

4.2. The plans and their monthly Conversation allowances at the date of this version are:

Each plan connects one Instagram account.

4.3. Conversation packs. If a plan's monthly allowance is exhausted, the Customer may purchase a pack of 500 additional Conversations for 25 euros. Unused pack Conversations carry over into later periods until consumed; the monthly plan allowance itself does not carry over. PAIQ notifies the Customer when 80 percent of the monthly allowance is used. When the allowance and any pack balance are exhausted, the AI team member pauses until the next billing period starts or a pack is purchased; no overage is charged.

4.4. Founding Member. Customers whose email is on the founding member list (the waitlist at paiq.io) may subscribe to the Founding Member plan: 29 euros per month for the first 12 monthly billing periods from the start of the subscription, with Follow-up Team features and the Follow-up Team conversation allowance. From the thirteenth period, founding members keep a 50 percent discount on the then-current list price of the plan of their choice for as long as the subscription remains continuously active. Unless you choose another plan before the end of the twelfth period, the subscription continues on the Follow-up Team plan (5,000 conversations) with the 50 percent discount on its then-current list price. We will tell you the amount at least 30 days before the first charge at that price. Founding places are limited and the offer may be withdrawn for new customers at any time.

4.5. VAT for EU business customers. If you are established in another EU member state and provide a valid VAT number, VAT is reverse charged (you account for the VAT in your country) and the invoice carries the reverse-charge mention.

4.6. Invoices. A tax invoice is issued for every purchase. The email receipt from our payment processor is a payment confirmation, not the tax invoice.

4.7. PAIQ may change prices with at least 30 days notice by email. Price changes take effect at the next billing period. If you do not accept a price change, you may cancel before it takes effect.

5. Free Trial (the Platform)

5.1. Where a free trial is offered, it lasts 14 days and does not require a card. We do not charge you during the trial. The trial does not turn into a paid subscription automatically. To continue after the trial you choose a plan and add a payment method, and billing begins only then.

5.2. The trial includes Follow-up Team features and is limited to 300 Conversations; it ends after 14 days or 300 Conversations, whichever comes first, and the AI team member then pauses. PAIQ may modify or withdraw the trial offer for new customers at any time.

6. Renewal, Cancellation and Refunds (the Platform)

6.1. Automatic renewal. Subscriptions renew automatically at the end of each monthly billing period at the price then in force, until you cancel. For the Founding Member plan the monthly price is 29 euros for the first 12 monthly billing periods from the start of the subscription and, afterwards, the list price of the chosen plan (or of the Follow-up Team plan by default, section 4.4) with the 50 percent discount. We charge the payment method on file at the start of each new period.

6.2. Cancellation. You can cancel at any time from the customer portal (the link is in your account and in your receipts). Cancellation takes effect at the end of the current billing period, and you keep access until then. We do not charge you again once a cancellation has taken effect. We do not refund the current period once it has started, except where the law requires it.

6.3. Conversation packs. Conversation packs (25 EUR) are one-off purchases of additional capacity. A pack is digital content supplied immediately and consumed as you use it. Packs are non-refundable once purchased, except where the law requires it.

6.4. If PAIQ permanently discontinues the Service, prepaid fees covering the period after discontinuation are refunded pro rata.

7. Acceptable Use (the Platform)

7.1. You may not use the Service to send spam or unsolicited bulk messages, to harass, deceive, or defraud, to distribute unlawful content, or in any way that violates applicable law or the rights of third parties.

7.2. You may not use the Service to collect or process data of persons under 18 knowingly, to send messages a recipient has asked to stop, or to impersonate another person or business.

7.3. You must comply with Meta's platform terms and community standards as applicable to your Instagram account. PAIQ may suspend the Service immediately if your use puts PAIQ's Meta platform access at risk.

7.4. PAIQ may suspend or terminate accounts that materially breach this section after notice, or immediately where the breach creates legal exposure or risk to PAIQ's Meta platform access.

8. Instagram and Meta Dependence

8.1. PAIQ is an independent company. It is not affiliated with, endorsed by, or sponsored by Meta Platforms, Inc. or Instagram.

8.2. The Service depends on Meta's APIs, permissions, and policies. Meta may change or revoke API access, permissions, or features. PAIQ is not liable for Service limitations caused by Meta platform changes, outages, or policy decisions, and will use reasonable efforts to restore or adapt the Service.

8.3. The Customer must hold an Instagram professional account and grant the required permissions through Meta's official login for the Service to operate.

9. Customer Content and Knowledge Base

9.1. The Customer retains all rights to the content it provides: brand voice settings, knowledge base entries, FAQs, and message content ("Customer Content").

9.2. The Customer grants PAIQ a non-exclusive licence to host and process Customer Content solely to provide and support the Service.

9.3. The Customer is responsible for the accuracy and lawfulness of its Customer Content, including prices, stock, and product claims the AI team member is instructed to communicate.

10. Intellectual Property

10.1. PAIQ and its licensors retain all rights in the Services, their software, models configuration, designs, reports and documentation. No rights are granted except the right to use the Services under these Terms and, for PAIQ Access, the licence in Schedule A.

10.2. Feedback you provide may be used by PAIQ to improve the Services without obligation.

11. AI Nature of the Service

11.1. The Service produces responses generated by artificial intelligence. AI-generated responses can be inaccurate, incomplete, or unexpected despite safeguards. The Customer must review its agent configuration, keep its knowledge base accurate, and monitor conversations through the dashboard. The Service is a communication tool; it does not provide legal, medical, financial, or other professional advice.

11.2. Human oversight and override. The Customer can monitor every conversation in the dashboard, take over any conversation from the AI team member at any time, and pause the agent for a specific conversation. Messages classified as sensitive, angry, or outside the configured playbook are routed to the Customer for human handling.

11.3. AI disclosure. The Service automatically informs end users that they are interacting with an AI system: a disclosure notice is included in the first AI reply of each Conversation. This disclosure supports the transparency obligation under Article 50 of Regulation (EU) 2024/1689 (the EU AI Act) and cannot be disabled. The Customer may adapt the wording of the notice to its brand within the options offered, provided the disclosure remains clear. The Customer must not remove, obscure, or contradict the disclosure in its own configuration or communications.

12. Customer Warranties on Data and Lawful Basis

12.1. The Customer warrants that it has the right to process the Instagram messages of its end users through an AI system and through PAIQ as its processor, and that it has established a lawful basis under applicable data protection law for that processing.

12.2. The Customer warrants that it will provide end users with any privacy notice or information legally owed to them regarding the use of AI and the processing of their messages, including where required under Articles 13 and 14 GDPR.

12.3. The Customer will not instruct the Service to collect special categories of personal data (Article 9 GDPR) and will configure its agent so that such data is not solicited.

13. Privacy and Roles of the Parties

13.1. For personal data contained in end-user conversations, the Customer is the data controller and PAIQ is the data processor, processing on the Customer's documented instructions as set out in the DPA.

13.2. For the Customer's own account, purchase and support data, for both Services, PAIQ is the controller, as described in the Privacy Policy.

13.3. Conversation data is processed only to provide the Service. PAIQ does not sell personal data, does not use it for advertising, and does not use Customer or end-user data to train AI models.

14. Subprocessors and AI Providers

14.1. PAIQ uses subprocessors to provide the Services. The current list, including each provider's role and location, is published at paiq.io/subprocessors.html.

14.2. PAIQ will update the subprocessor page before adding or replacing a subprocessor that processes Customer personal data. The Customer may object on reasonable data protection grounds as set out in the DPA.

14.3. Where a subprocessor is located outside the EEA, transfers are protected by an adequacy decision or Standard Contractual Clauses, with supplementary measures where required, as documented in the DPA and transfer assessments.

14.4. AI language responses are generated by third-party AI providers listed on the subprocessor page. Conversation content necessary to generate a response is transmitted to these providers under agreements that prohibit training on that data.

14.5. AI provider retention. PAIQ's AI providers may retain API request data for a limited period for abuse monitoring in accordance with their published policies. PAIQ does not currently operate under a zero-data-retention arrangement with its AI providers and makes no zero-retention claim. If PAIQ obtains a zero-data-retention arrangement, this section and the subprocessor page will be updated.

15. Data Processing Agreement

15.1. The parties' data protection obligations for end-user personal data are governed by the DPA, which reflects Article 28 GDPR.

15.2. The DPA at paiq.io/dpa is automatically incorporated into this agreement at account creation. No signature is required; use of the Service constitutes acceptance of the DPA.

16. Data Retention and Deletion

16.1. When the Customer disconnects its Instagram account or terminates its subscription: message and reply data is permanently deleted 30 days after disconnection; Instagram access tokens are deleted at disconnection; operational logs are rotated on a 30-day cycle; encrypted backups expire within a further 30 days.

16.2. During the 30-day post-disconnection window, data is retained solely to allow reconnection and export, and is not otherwise processed.

16.3. Earlier deletion can be requested at hello@paiq.io and will be honoured within 30 days except where retention is legally required.

17. Security

17.1. PAIQ implements appropriate technical and organisational measures, including encryption in transit and at rest, access controls, EU hosting with encrypted backups, and tenant isolation. Details are described in the Privacy Policy and DPA.

17.2. PAIQ holds no ISO 27001 or SOC 2 certification at this time and makes no certification claim.

17.3. PAIQ will notify the Customer without undue delay after becoming aware of a personal data breach affecting the Customer's data, as set out in the DPA.

18. Availability and Support

18.1. PAIQ provides the Services with reasonable skill and care but does not commit to a contractual uptime level at this stage. Planned maintenance is announced when it materially affects availability.

18.2. Support and complaints for both Services are handled by email at hello@paiq.io on business days.

19. Termination and Data Export

19.1. Data export. For 30 days after termination or account disconnection, the Customer may export its conversation data and leads through the dashboard export feature or by written request to hello@paiq.io. After this window, data is deleted under Section 16.

19.2. Sections that by their nature survive termination (including intellectual property, liability, warranties, and governing law) continue to apply.

20. Warranties and Disclaimers

20.1. Except as expressly stated, the Services are provided as is and as available. PAIQ disclaims implied warranties of merchantability, fitness for a particular purpose, and non-infringement to the extent permitted by law.

20.2. PAIQ does not warrant that AI-generated responses or automated audit results will be error-free or that the Services will be uninterrupted, and does not guarantee commercial results such as sales, response rates, lead volumes or legal compliance outcomes.

21. Limitation of Liability

21.1. Neither party is liable for indirect or consequential damages, loss of profits, revenue, or data, to the extent permitted by law.

21.2. PAIQ's total aggregate liability under this agreement is limited to the fees paid by the Customer in the 12 months preceding the event giving rise to liability.

21.3. Nothing limits liability for wilful misconduct, gross negligence, or any liability that cannot be limited under Spanish law, including mandatory consumer protection rules where they apply.

22. Modifications to the Services and Terms

22.1. PAIQ may improve or modify the Services, and will not materially reduce core functionality of a paid plan during a paid period without notice.

22.2. PAIQ may update these Terms. Material changes are notified by email or in the dashboard at least 30 days before taking effect. Continued use after the effective date constitutes acceptance; if you do not accept, you may cancel under Section 6 or Schedule A section A.4.

23. Governing Law and Disputes

23.1. These Terms are governed by Spanish law, without prejudice to mandatory consumer protection rules of the buyer's country of residence where they apply. The parties submit to the courts of the city of Málaga, Spain, except where mandatory law provides otherwise.

23.2. The parties will attempt to resolve disputes amicably before litigation.

23.3. These Terms are published in English, Spanish and Portuguese. In case of discrepancy, the Spanish version prevails.

24. Contact

PAIQ RAAS, S.L.

NIF B27677392, Companies Registry of Málaga, Sheet MA-198105

C/ Poeta Francisco Coronado y Delicado nº 6, 3A, 29011 Málaga, Spain

hello@paiq.io

---

Schedule A. PAIQ Access

A.1. What we sell

• Single report, 7€: an unlock code with 5 uses, valid for 30 days, which unlocks the full report (fixes, affected laws and HTML export).
• Agency plan, 49€/month: a monthly subscription with a 300-use code per cycle, valid for 31 days from issue, renewed automatically until cancelled.

The Agency plan includes a commercial licence: the subscriber may generate reports using its own active unlock code and deliver them to its clients for a fee, in its own name. This licence does not permit reselling, sublicensing or granting access to the Service itself, nor offering it under another brand. The subscriber is responsible to its own clients for the services it provides to them, including any complementary manual evaluation. The references to axe-core and Deque Systems, Inc. contained in the report must be retained.

Prices shown at checkout include the applicable taxes indicated by Stripe.

A.2. Purchase and delivery

Payment is processed by Stripe. After confirmation, the unlock code is generated and sent automatically to the email provided at checkout, normally within seconds. If it does not arrive (please also check spam), write to hello@paiq.io and we will deliver the code manually.

A.3. Right of withdrawal

The Service is digital content supplied immediately. By completing the purchase you consent to immediate performance and acknowledge that, once the code is delivered, you lose the right of withdrawal (art. 103.m of Spanish Royal Legislative Decree 1/2007). This does not affect the legal guarantee: if the code does not work, we fix it or refund you.

A.4. Cancelling the subscription

The Agency plan can be cancelled at any time, taking effect at the end of the monthly period already paid. There is no pro-rata refund of the current period, unless we discontinue the Service, in which case we refund the proportional part.

A.5. Service limitations

The report is an automated technical audit: it covers only part of the accessibility criteria, must be complemented with manual evaluation and does not constitute legal advice or a compliance certification. The seller's total liability is limited to the amount paid by the customer in the 12 months preceding the event giving rise to it. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for wilful misconduct or gross negligence and mandatory consumer protection rules.

A.6. Support and complaints

Support and complaints: hello@paiq.io.