Vavus Concierge Terms of Service

These Concierge Terms are a contract between DCI Brands LLC ("Vavus", "we"), 312 W 2nd Street, Casper, WY 82601, United States, and the business that creates or operates a Vavus Concierge workspace ("you", the tenant). They cover the Concierge console, the website widget, hosted agent pages, phone and message channels, and related services.

By creating a workspace, accepting these terms in the console, or operating the assistant you accept these Concierge Terms, the Concierge Data Processing Agreement, and the Vavus Privacy Policy. If you do not accept them, do not use the service.

These Concierge Terms are a supplement to, and incorporate by reference, the Vavus Terms of Service. Where the two conflict for Concierge use, these Concierge Terms control; Sections 18 to 24 of the main Terms (warranties, liability, indemnity, disputes, governing law, consumers, and general) apply to these Concierge Terms as if set out in full.

Vavus Concierge is an AI assistant that answers your visitors and customers: it chats and takes calls through the website widget and your hosted page, answers messages on connected channels, speaks the languages you offer it, books appointments, and hands conversations to your staff. You configure it in the console: its knowledge, its voice, its languages, what it may say, and when it escalates to a person.

Automated answers can be inaccurate or incomplete. The assistant is not medical, legal, or financial advice, is not for emergency use, and must not be the sole basis for any safety-critical decision. You are responsible for reviewing the answers it gives your visitors before you rely on them, and for how your business uses them.

The assistant is artificial intelligence, not a person. The widget and hosted pages disclose this to your visitors: the consent line names it as an AI assistant before a session starts, and the page footer links the Vavus Terms of Service and Privacy Policy. White-label styling removes Vavus branding from your surfaces; it never removes the AI disclosure or the links to the governing documents.

You may not present the assistant to your visitors as a human being, and you may not configure it to claim to be one. Where the law of a place your visitors are in requires a disclosure about artificial intelligence, automated systems, or recording, you are responsible for it being made; the shipped defaults are written to cover the common case, and you may add to them in the console.

When a member of your staff joins a conversation, the visitor is told a person has taken over. You may not use that hand-back, or any other feature, to disguise automation as a person.

You accept these Concierge Terms on behalf of the business that will operate the workspace, and you represent that you have the authority to bind it. The person operating the console must be at least 18 years old, or older where local law requires.

The assistant answers using the knowledge you give it. You are responsible for that material: for its accuracy, for your right to use it, and for keeping it current. You are also responsible for the business facts it states on your behalf - hours, prices, services, availability.

Recording and consent laws. Sessions may be recorded and transcribed for quality, and recordings are kept in your workspace. Whether recording your visitors is lawful, and what notice or consent they need, depends on where they are and is your responsibility as the business facing them. The shipped widget asks each visitor for consent before a session starts and discloses that the assistant is AI; if you replace or supplement that wording with your own, the lawfulness of what your visitors are told is yours.

Your visitors are your customers. Your relationship with them, your obligations to them, and the compliance of your business with the laws that govern it remain yours. Vavus processes their data on your instruction as your processor, under the Concierge Data Processing Agreement.

The widget, hosted pages, and web chat run on our infrastructure. Email messages are sent from our own mail infrastructure as part of the service. The other message channels (WhatsApp, SMS, Telegram) and phone calls run through accounts you connect - telephony numbers and carrier accounts are brought by you through your own provider accounts, except where we supply a number to you under a separate arrangement. Your provider account, its terms, its costs, and its regulatory obligations (including any required registrations for the numbers and messages you send) are yours.

Where a visitor writes STOP or an equivalent opt-out on a message channel, the platform honors it for that channel. Opt-out handling is a platform feature, not a substitute for your own compliance with the messaging rules of each channel and country you use.

Concierge is available through a recurring subscription or an offered lifetime purchase, plus metered usage. A lifetime purchase has no recurring base-plan subscription; usage and separately purchased add-ons remain subject to their displayed charges. The plan interval, price, included allowance and any promotional conditions are shown at checkout. Usage is metered by stage - what the assistant actually does, such as speech, translation, and model calls - at the rates published in the console at the time of use, plus any add-ons you buy, such as white-label styling. Web purchases are processed by Stripe under its terms.

Metered usage draws on the account allowance or payment method you designate in the console. Rates shown before a session are the rates that apply. We give at least 30 days' notice in the console before a price change takes effect for your workspace.

Visitor data processed through your workspace is processed on your instruction under the Concierge Data Processing Agreement. Conversation material is subject to automatic retention as well as your deletion instructions: the default conversation retention is 90 days, configurable within the limits shown in the console; healthcare workspaces cannot extend that conversation period beyond 90 days. Certain consent and compliance audit records follow a separate six-year schedule. Contact, booking and billing records follow their applicable data-class schedules. Deleting a contact erases its conversation material; recording-object cleanup may finish asynchronously through the deletion queue.

Deleting your workspace removes its configuration, conversation material, and visitor records, subject to the backup and legal-hold exceptions in the Retention and Destruction Policy. Billing records are kept as long as tax law requires.

In addition to the acceptable-use rules in the main Terms, you may not:

• Present the assistant as a human being, or configure it to deny being AI to a visitor who asks.
• Use the assistant to harass, defraud, or mislead your visitors, to send unsolicited bulk messages, or to violate the rules of any telephony or messaging provider.
• Upload knowledge or content you have no right to use, or visitor data you have no lawful basis to process through the assistant.
• Use the assistant for emergency services, dispatch, or any safety-critical function where a failure could cause harm.
• Operate the assistant in a regulated profession (including healthcare advice) in a way its answers are not qualified for; healthcare use requires the healthcare onboarding and a Business Associate Agreement.

These Concierge Terms run while your workspace exists. You may cancel recurring plans and add-ons and then delete your workspace from the console. An active recurring charge must first have cancellation scheduled so that deleting the workspace does not leave a subscription charging without a workspace. A lifetime purchase requires no base-plan cancellation. Deletion is permanent and initiates removal of conversation material. Refusing a new version of these terms ends your right to keep operating the assistant, and deleting the workspace is always available to you without accepting anything.

We may suspend or terminate a workspace for breach of these Concierge Terms, non-payment, security risk, fraud, or a legal requirement. Where it is practical and lawful, we give notice and a chance to put things right first, and we do not block your access to export or delete your material on the way out.

These Concierge Terms carry a version. The console records the version and date when a workspace owner accepts them. We may ask the owner to acknowledge a later version, but an outdated acceptance record alone does not block access to existing console features. We give at least 30 days' notice before a new version that materially reduces your rights or increases your obligations.

Questions about these Concierge Terms, the DPA, or your workspace: constantine@vavusai.com.