1. Who we are and what these terms cover
Arbitr is run by Arbitr BV (“Arbitr”, “we”, “us”), Fortsebaan 56, 2930 Brasschaat, Belgium, enterprise number 1044.828.768, RPR Antwerpen, afdeling Antwerpen. These terms apply to the website assistant, the support agent, your Arbitr account and everything else we offer at arbitrhq.ai (the “Services”).
By signing up for or using the Services, you accept these terms for your company (“you”). If a quote or order form you signed with us says something different, it takes precedence over these terms.
The Services are for businesses. By using them, you confirm you do so for your business, not as a consumer.
2. The two plans
- Website assistant (free). It answers the people visiting your website from your website and the documents you give it, and passes the rest to your inbox. It's free with no time limit. The chat shows “Powered by Arbitr”; leave that in place. In return, you agree to section 7 (your logo) and to the extra use of conversations in section 6.
- Support agent (paid). Everything in the website assistant, and it answers your customers by email, web form and chat, looks up information in the systems you connect, learns from your past tickets, and comes with insights and a monthly report.
We may change the free plan, or stop offering it, with at least 30 days' notice by email.
3. Your account
Give us accurate details and keep them up to date. Keep your logins safe: you're responsible for what happens under your account, and for the colleagues you invite. If you think someone got into your account, tell us straight away.
4. Fees and payment
- The monthly fee. The support agent costs €499 a month excl. VAT, unless your quote says otherwise. It covers every answer and every colleague: no per-answer charges and no seats.
- The setup. The one-off setup fee, and when it's due, are in your quote. We fix it before we start.
- When the monthly fee starts. On the day your support agent goes live, that is, the day it starts answering your customers. There's no monthly fee during the ticket analysis or while it runs in shadow. If the ticket analysis shows the numbers don't work for you, you can stop there.
- Invoices. We invoice the monthly fee at the start of each month. Invoices are due within 30 days. Late invoices carry interest and compensation as set by the Belgian Act of 2 August 2002 on late payment in commercial transactions.
- Cancelling. You can cancel the support agent at any time by email. It ends at the end of that calendar month; we don't refund a month that has started.
- Price changes. We may change the monthly fee with at least 60 days' notice by email. If you don't accept the new price, you can cancel before it applies.
The fixed price is for your own company's customer support. You may not resell the Services or offer them to others.
5. Your data
Everything you or your customers put into Arbitr stays yours: your website content and documents, your past tickets, the conversations, and what your systems return (“Your Data”).
We use Your Data to provide the Services to you: to answer your visitors and customers, to set up your assistant or agent, to hand questions over to your team, and to produce your insights and reports. What your support agent learns from your tickets is used for you only.
You confirm you're allowed to give us Your Data and to have us process it as these terms describe. Where Your Data contains personal data, section 11 applies.
6. What we may also do, and what we never do
- On both plans, we count conversations, questions and answers across our customers, and may publish the totals, like the counter on our homepage. Totals are numbers only: they don't identify you or anyone in a conversation. We don't publish figures under your name without your written OK.
- On the free plan, we may also use your conversations to improve Arbitr for all our customers, for example to find questions it answers badly and to test changes. We first remove names, email addresses, phone numbers, addresses and other details that identify a person, and we never try to identify anyone again.
- On the support agent, we don't use Your Data to improve Arbitr for others. Your data is used for your support agent only.
- Never, on any plan: we don't sell Your Data, we don't make your conversations, tickets or documents public, and we don't show them to other customers. Our AI model providers may not use them to train their models.
7. Your name and logo
On the free plan, you allow us to show your company name and logo on our website and in our sales materials, as a company that uses Arbitr. That's what the free plan costs. On the support agent, we may do the same, unless you tell us you'd rather we didn't.
We only show your name and logo. We never publish a quote, a case study or figures about you without your written OK, and we won't suggest you endorse anything beyond using Arbitr.
For this, you give us a free, non-exclusive licence to use your name and logo, which ends when you withdraw it or your plan ends. You can withdraw it at any time by email; we take it off our website within 14 days. On the free plan, we may then end your plan with 30 days' notice. You confirm you're allowed to grant this licence.
8. AI answers
Arbitr writes its answers with AI. AI answers can be incomplete or wrong, so you stay in control of what it may do: you choose its sources, rules and policies, and which questions go to a person. Keep your sources up to date and check your settings. You're responsible for the answers sent in your name, and for how you set Arbitr up.
Under the EU AI Act, people must know when they are talking to an AI. Arbitr tells them it is an AI assistant. Don't remove or hide that, and don't present its answers as written by a person.
9. Acceptable use
Don't use the Services, or let others use them:
- for anything unlawful, deceptive or harmful, or for any practice the EU AI Act prohibits;
- to collect payment card details, passwords, or special categories of personal data such as health data, unless you've agreed it with us in writing first;
- with sources or documents you don't have the right to use;
- to attack, overload, reverse engineer or get around the security of the Services;
- to build a competing product, or to resell the Services.
10. Your systems and other services
The support agent can work with the systems you connect, such as your helpdesk, your TMS, WMS, ERP or webshop, or WhatsApp. You make sure we're allowed to connect to them, and you keep your agreements with their providers. We're not responsible for their availability or for what they return.
To run the Services, we rely on other providers, such as AI model providers and hosting. They are listed in our Privacy Policy.
11. Data processing
This section is our data processing agreement under Article 28 of the GDPR. It forms part of these terms.
- Roles. You are the controller of the personal data in Your Data, and we process it for you, as processor. It covers your visitors, your customers and your colleagues: names, contact details, order, booking and shipment details, the messages they write, and whatever else they tell Arbitr. We process it for as long as your plan runs, to provide the Services. For the de-identification and counts in section 6, and for your account and billing details, we are controller; our Privacy Policy explains that.
- Instructions. We process personal data only on your instructions: these terms, your settings in Arbitr, and what you ask us in writing. If an instruction seems unlawful to us, we tell you.
- Confidentiality. Everyone at Arbitr who can access personal data is bound to keep it confidential.
- Security. We protect personal data with appropriate technical and organisational measures, including encryption in transit, access only for the people who need it, and each customer's data kept apart.
- Subprocessors. You allow us to use the subprocessors listed in our Privacy Policy. We bind them to the same data protection obligations. We tell you by email at least 30 days before we add or replace one. If you object on reasonable grounds and we can't solve it, you can end the affected plan at no cost.
- Outside the EU. Where a subprocessor handles personal data outside the European Economic Area, we use the safeguards the GDPR requires, such as the European Commission's Standard Contractual Clauses. With EU-only models switched on, the AI models run in the EU.
- Helping you. We help you answer requests from people who use their GDPR rights, and with security, data protection impact assessments and consulting the authorities, as far as our part goes. If we receive a request about Your Data directly, we pass it to you.
- Breaches. If personal data in Your Data is breached, we tell you without undue delay, and at the latest within 48 hours after we become aware of it, with what we know and what we're doing about it.
- Deletion. We delete conversations 24 months after they end, or earlier if you ask. When your plan ends, we delete Your Data within 30 days, unless the law requires us to keep it. Ask before then, and we'll send you an export.
- Audits. We give you the information you need to show compliance. Once a year, or after a breach, you may have us audited, on 30 days' notice, by an auditor bound to confidentiality, at your cost.
- Your part. You make sure you have a legal basis for the processing and tell your visitors and customers about it, including in your privacy notice that you use Arbitr and, on the free plan, the use in section 6.
12. Confidentiality
We each keep what we learn about the other's business confidential, use it only for these terms, and share it only with people who need it and are bound to confidentiality. This doesn't cover information that is public, or that the law requires us to disclose.
13. Intellectual property
Arbitr, its software, its models and its design are ours, or our licensors'. You get the right to use the Services while your plan runs; nothing else transfers. Your Data, your name and your brand stay yours. If you send us feedback or ideas, we may use them freely.
14. Availability and changes to the Services
We work to keep the Services available and to fix problems quickly, but we don't guarantee they will always be available or free of errors, unless we agreed a service level in writing. We keep improving the Services and may change how they work; we won't remove a main feature of the support agent during a paid month without telling you first.
15. Liability
We provide the Services with reasonable care and skill. Beyond what these terms say, we give no other guarantees; the free plan is provided as it is.
Neither of us is liable for indirect loss, such as lost profit, revenue, goodwill or data. Our total liability in any 12 months is limited to what you paid us in the 12 months before the claim, and to €100 on the free plan.
If someone makes a claim against us because of Your Data, your sources, your logo or because you used the Services against these terms, you cover our reasonable costs and damages.
These limits don't apply to fraud or intentional misconduct, or where the law doesn't allow them.
16. Ending and suspending
You can stop the free plan at any time, and cancel the support agent as section 4 says. We may suspend or end your access if you seriously or repeatedly break these terms, if an invoice is still unpaid 14 days after a reminder, or if it's needed to protect the Services or to comply with the law. Where we can, we warn you first.
What by its nature should continue after your plan ends does: payment, confidentiality, data deletion, liability and the rest of this kind.
17. Changes to these terms
We may update these terms. For a change that matters, we email you at least 30 days before it applies; if you don't accept it, you can stop or cancel before then. The date at the top shows when they last changed.
18. Law and courts
These terms are governed by Belgian law. Any dispute goes to the courts of Antwerp (Antwerp division), unless the law requires otherwise.
19. Contact
Questions about these terms? Email team@arbitrhq.ai.