Informational purpose. These terms have been drawn up with care but are not a substitute for individual legal advice. In case of doubt about the application or interpretation of these terms, Alvoru advises the Client to obtain independent legal advice.
Article 1 — Company identification
These terms and conditions are used by:
Article 2 — Definitions
In these terms, the following definitions apply:
- Alvoru: the trade name as described in Article 1.
- Client: the natural or legal person that enters into an Agreement with Alvoru or receives an offer to do so.
- Consumer: a Client who is a natural person not acting in the exercise of a profession or business.
- End user: the natural person who comes into contact with a Service of Alvoru through a channel of the Client (website or email).
- Service: any performance delivered by Alvoru to the Client, including (without limitation) the AI chatbot, email automation, calendar and booking system, website, and online store.
- AI: artificial intelligence, including generative language models, deployed by Alvoru to generate answers, summaries, transcripts, or other output.
- Agreement: any agreement between Alvoru and the Client concerning a Service, including all annexes.
- Personal data: all information about an identified or identifiable natural person within the meaning of Article 4(1) GDPR.
- GDPR: the General Data Protection Regulation, Regulation (EU) 2016/679.
- Sub-processor: a third party engaged by Alvoru that processes Personal Data on behalf of Alvoru.
Article 3 — Applicability
3.1 These terms apply to all offers, quotations, and Agreements between Alvoru and the Client, unless the parties have expressly agreed otherwise in writing (including by email).
3.2 Deviations from these terms are valid only insofar as they have been confirmed in writing by Alvoru. No rights for other Agreements may be derived from deviations in an individual Agreement.
3.3 The applicability of the Client's own terms and conditions is expressly rejected.
3.4 In the event of conflict between provisions, the following order of precedence applies: (1) the individual Agreement, (2) these terms and conditions, (3) other annexes and documents.
3.5 Insofar as Alvoru processes personal data on behalf of the Client, the Data Processing Agreement (available at alvoru.com/verwerkersovereenkomst) applies and forms an integral part of this Agreement. In the event of conflict between the Data Processing Agreement and these terms and conditions in the area of data protection, the Data Processing Agreement prevails.
Article 4 — Delivery
4.1 Alvoru aims to deliver a Service within 24 hours of complete signup and receipt of all required data by Alvoru.
4.2 The period referred to in paragraph 1 constitutes a best-efforts obligation and not an obligation to achieve a specific result. Alvoru is not liable for exceeding this period.
4.3 If delivery unexpectedly takes longer, the Client will be notified in good time by email, stating the reason and the expected new timeframe.
4.4 Fair-use policy
The subscription includes a message limit of 1,000 AI messages per calendar month. A conversation is defined as one continuous session between a website visitor and the chatbot. In the event of structural overuse, Alvoru will consult with the Client about a suitable solution. Alvoru will never interrupt the service without consultation solely because the message limit has been exceeded.
4.5 Satisfaction guarantee. The first 14 days after the first Service goes live constitute a guarantee period. During this period no payment is collected; the first payment is not collected until after the guarantee period ends. If the Client is not satisfied within these 14 days, the Client may terminate the Agreement free of charge and without stating a reason by email to info@alvoru.com ; in that case nothing will be charged. Should an amount have been collected unexpectedly, it will be refunded in full within 14 days. This guarantee applies once per Client and only during the first 14 days after the first Service goes live.
Article 5 — Prices and payment
5.1 All prices used by Alvoru are in euros and exclusive of VAT, unless expressly stated otherwise.
5.2 Monthly subscription fees are invoiced in advance for the relevant month. Alvoru charges no one-off setup costs.
5.3 The payment term is 14 days after the invoice date, unless otherwise agreed in writing.
5.4 If the payment term is exceeded, the Client is in default by operation of law without further notice of default and owes: (a) the statutory commercial interest (Art. 6:119a Dutch Civil Code) if the Client is not a Consumer, or the statutory interest (Art. 6:119 Dutch Civil Code) if the Client is a Consumer; and (b) reasonable extrajudicial collection costs in accordance with the Dutch Decree on compensation for extrajudicial collection costs.
5.5 If, after a reminder and a notice of default, the Client has not paid for 30 days , Alvoru is entitled to suspend the Service wholly or partially until full payment has been received, without Alvoru becoming liable for any damages.
5.6 Alvoru may adjust its rates annually on 1 January based on the Dutch consumer price index (CBS). Other rate changes will be announced in writing at least 30 days in advance; in that case the Client has the right to terminate the Agreement free of charge as of the effective date.
Article 6 — Termination
6.1 Subscriptions are entered into for an indefinite period with a monthly cycle and are cancellable monthly; upon cancellation it continues until the end of the paid period and then stops automatically.
6.2 Business Agreement. The Services are offered exclusively on a business basis to Clients acting in the exercise of a profession or business. The statutory right of withdrawal for consumers (Article 6:230o Dutch Civil Code, Title 7.5 Book 6 Dutch Civil Code) therefore does not apply. If a Client nevertheless qualifies as a consumer within the meaning of the law, the statutory right of withdrawal of 14 days after concluding the Agreement applies to that Client; in that case the satisfaction guarantee in Article 4.5 in practice offers at least equivalent protection. A request for withdrawal can be sent by email to info@alvoru.com
6.3 Termination is done by email to info@alvoru.com , clearly stating the Service(s) to be terminated. Alvoru confirms the termination in writing.
6.4 Alvoru may terminate the Agreement with immediate effect if the Client is declared bankrupt, applies for a suspension of payments, or uses the Service in violation of the law or these terms.
6.5 Right of refusal. Alvoru reserves the right to refuse a request to conclude an Agreement without stating a reason, provided the refusal does not violate the Dutch Equal Treatment Act (Awgb) and is not based on a characteristic protected by Article 1 of the Dutch Constitution (including religion, belief, political opinion, race, sex, nationality, heterosexual or homosexual orientation, or marital status). A refusal may in any case be based on compelling business interests, suspicions of fraud or abuse, incompatibility with the nature of the Service, or conflict with Alvoru's code of conduct.
Article 7 — AI: responsibilities and liability
7.1 Alvoru provides Services in which artificial intelligence (AI) is deployed to generate answers and output. The AI bases this output on information provided by the Client and on the underlying models of our sub-processors.
7.2 The Client is fully responsible for the accuracy, completeness, and timeliness of the information, instructions, price lists, opening hours, and other data provided to Alvoru for the configuration and training of the AI.
7.3 Alvoru is not liable for damage arising from answers the AI gives based on information provided by the Client, including where those answers prove to be incorrect, incomplete, or inappropriate as a result of incorrect or incomplete input by the Client.
7.4 Alvoru does not guarantee 100% error-free operation of the AI. It is inherent to generative AI that it may, in rare cases, generate incorrect, incomplete, or unintended answers (so-called "hallucinations"). Alvoru makes every effort to keep the likelihood of this to a minimum.
7.5 The Client must periodically (at least once every two weeks) check whether the AI is functioning correctly and report any identified deviations, incorrect answers, or points for improvement to Alvoru in writing without delay via info@alvoru.com.
7.6 In accordance with Article 50 of the EU AI Regulation (2024/1689) , the AI chatbot informs End users that they are communicating with an AI system. This notice is built in by default and may not be removed or hidden by the Client.
7.7 The Client shall not use the AI for purposes prohibited under the EU AI Regulation (Article 5), including but not limited to: manipulative techniques that cause significant harm, social scoring, or biometric categorisation in violation of the regulation.
7.8 The AI may make decisions without human intervention that have legal effects for the End user (for example with bookings). The End user has the right at all times to request human intervention via the company that uses the Service, in accordance with Article 22 GDPR.
7.9 AI knowledge base via website scraping. With the Client's prior consent, Alvoru may automatically retrieve ("scrape") the website designated by the Client to build an AI knowledge base. In doing so, Alvoru (a) respects the robots.txt of the target website and retrieves only publicly accessible pages, (b) the retrieved content is summarised by an AI sub-processor as listed in Article 12, and (c) the Client receives the generated summary in the dashboard for review, editing, and explicit approval before it is used by the AI. The Client warrants that it holds the rights to have the scraped content processed in this way.
Article 8 — Availability and SLA
8.1 The AI Chatbot subscription has a target availability in accordance with the Service Level Agreement (alvoru.com/sla). Measurement takes place on a monthly basis over the total number of minutes in that month.
8.2 Planned maintenance is announced at least 48 hours in advance by email or via the customer portal and does not count towards the availability measurement.
8.3 Unavailability due to force majeure (Article 10), planned maintenance, or causes beyond Alvoru's reasonable control, including disruptions or policy changes at Anthropic, OpenAI, Resend, Hetzner, Cloudflare, or other sub-processors, does not give rise to SLA compensation.
8.4 If the availability of the AI Chatbot subscription in any calendar month falls below the threshold through the fault of Alvoru as described in the Service Level Agreement (alvoru.com/sla), the Client is entitled to a service credit in accordance with that same SLA. Request via info@alvoru.com within 14 days of the relevant calendar month.
Article 9 — Liability
9.1 Alvoru is liable to the Client only for direct damage that is the direct result of an attributable failure in the performance of the Agreement.
9.2 Alvoru's liability per event and per calendar year is limited to the amount that the Client has paid to Alvoru under the Agreement in the 3 (three) months preceding the damage-causing event.
9.3 The limitation referred to in paragraph 2 does not apply in the event of intent or deliberate recklessness on the part of Alvoru or its managerial staff (in accordance with Article 6:248 Dutch Civil Code).
9.4 Alvoru is never liable for indirect damage, including but not limited to: lost profit, missed savings, reduced goodwill, damage due to business stagnation, reputational damage, damage as a result of loss or corruption of data, and consequential damage of any kind whatsoever.
9.5 The Client indemnifies Alvoru against claims from End users or other third parties relating to the content of information provided by the Client to the AI or to the Client's use of the Service in violation of the law or these terms.
9.6 Alvoru's liability arises only if the Client reports the failure to Alvoru in writing without delay, but no later than within 30 days of discovery, and gives Alvoru a reasonable period to remedy it.
Article 10 — Force majeure
10.1 Force majeure means any circumstance beyond Alvoru's reasonable control that wholly or partially prevents or seriously hinders the performance of the Agreement.
10.2 Force majeure includes in any case (non-exhaustive): disruptions, policy changes, rate changes, or outages at sub-processors such as Anthropic, OpenAI, Resend, Hetzner, and Cloudflare; disruptions in internet or telecommunications infrastructure; power outages; DDoS attacks or other cyberattacks; fire, water, or natural disasters; war, riot, and terrorist attacks; pandemics and epidemics; government measures including sanctions and export restrictions; and strike or lockout of staff.
10.3 During force majeure, Alvoru's obligations are suspended. If the force majeure lasts longer than 60 days, both parties are entitled to dissolve the Agreement in writing, without any right to compensation.
Article 11 — Data upon termination
11.1 After termination of the Agreement, Alvoru retains the customer data (configuration, conversation history, leads) for a maximum of 60 days in an environment intended solely for data export.
11.2 Within this 60-day period, the Client may submit a request for export of all customer data. The export is provided free of charge in machine-readable format (JSON or CSV, at the Client's choice) and contains: customer profile, configuration, conversation logs, and leads.
11.3 After the 60-day period ends, all active customer data is permanently deleted. Offline backups are erased within a maximum of 90 days of termination in accordance with the regular backup rotation schedule.
11.4 Statutory retention obligations (such as the 7-year tax retention obligation for records) take precedence over the retention periods in this article. Data that Alvoru is required by law to retain is kept in secure form for the legally prescribed period.
Article 12 — Sub-processors
12.1 To perform the Service, Alvoru uses the following sub-processors:
- Anthropic — AI text generation (United States), primary AI provider.
- OpenAI — AI text generation (United States), fallback if Anthropic is unavailable.
- Resend — transactional email delivery (United States, DPF-certified).
- Hetzner Online — hosting and data storage (Germany and Finland, within the EU).
- Cloudflare — CDN, DDoS protection, DNS, and Email Routing (worldwide, DPF + SCCs).
- Sentry GmbH — error monitoring and application performance (Germany).
- Meta Platforms Ireland Ltd — WhatsApp Business API (Ireland and United States, only if the Client activates the WhatsApp channel).
- Google LLC — Google Workspace for mail routing and Google Maps Platform for public business data during lead prospecting (United States, DPF + SCCs).
- Moneybird B.V. — invoicing and accounting (Netherlands).
- Mollie — payment processing (Netherlands).
12.2 Alvoru has concluded a data processing agreement with each sub-processor that complies with Article 28 GDPR. Where transfer to a third country takes place, this is based on an adequacy decision or the EU Standard Contractual Clauses (SCCs), supplemented with additional safeguards where necessary.
12.3 Changes to the list of sub-processors (replacement or addition) are notified to the Client by email at least 14 days in advance . The Client may object in writing with reasons within those 14 days; in the event of a well-founded objection, the Client has the right to terminate the Agreement free of charge.
Article 13 — Intellectual property
13.1 All intellectual property rights in the software, source code, AI configurations, prompt templates, infrastructure, documentation, and other developed works belong exclusively to Alvoru or its licensors.
13.2 During the term of the Agreement, the Client obtains a non-exclusive, non-transferable, and non-sublicensable right to use the Service, solely for the purpose for which the Service is intended.
13.3 Content, data, and customer and end-user data supplied by or on behalf of the Client remain the property of the Client. The Client grants Alvoru a right to use this content insofar as necessary for the performance of the Agreement.
13.4 The Client warrants that the content it supplies does not infringe the rights of third parties and indemnifies Alvoru against any claims in this respect.
13.5 AI training prohibition. The Client is expressly prohibited from using the AI outputs, chat conversations, or other output of Alvoru's services to train, fine-tune, or improve competing AI models, or from making this output available to third parties for such purposes.
Article 14 — Confidentiality
14.1 The parties undertake to maintain confidentiality of all confidential information they obtain from the other party in the context of the Agreement, including after termination of the Agreement.
14.2 Confidential information is all information that a party can reasonably know to be confidential, including business data, customer data, technical information, and commercial terms.
14.3 Confidentiality does not apply where the information is public, has been lawfully obtained from a third party, or must be disclosed pursuant to a court order or legal obligation.
Article 15 — Amendment of terms
15.1 Alvoru is entitled to amend these terms. Changes are announced in writing (by email and via the website) at least 30 days before they take effect.
15.2 If the Client does not agree with a material change, the Client has the right to terminate the Agreement free of charge as of the effective date of the change, provided it is terminated in writing before that date.
15.3 If the Client continues to use the Service after the change takes effect, the Client is deemed to have agreed to the change.
Article 16 — Governing law and disputes
16.1 All offers, Agreements, and legal relationships between Alvoru and the Client are governed exclusively by Dutch law , excluding treaty rules relating to conflicts of laws.
16.2 Disputes are submitted exclusively to the competent court of the Overijssel District Court, Almelo location. For Consumers, the statutory jurisdiction rule applies.
16.3 Consumers can also submit disputes via the EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr.
16.4 Alvoru always strives to resolve disputes by mutual consultation. The Client is invited to first report a complaint by email to info@alvoru.com; Alvoru responds within 14 days.
Article 17 — Industry exclusion
17.1 Alvoru reserves the right to refuse or terminate services to businesses active in:
a) Alcohol or tobacco production and/or sale (including liquor stores, breweries, distilleries, cafés, pubs, bars, nightclubs, and discos);
b) Games of chance, gambling, betting, casinos, and lotteries;
c) Interest-based financial products (conventional banking, loans, mortgages, conventional insurance);
d) Adult content, escort services, and dating platforms;
e) Sale of non-halal meat as a core activity;
f) Coffee shops and the sale of narcotics.
17.2 In case of doubt about suitability, Alvoru reserves the right to terminate the collaboration unilaterally, with a pro rata refund of the remaining subscription fee.
17.3 This policy applies without distinction as to religion, race, or belief and constitutes a commercial choice by Alvoru.
Article 18 — Name and logo as a reference
18.1 Alvoru may display the Client's trade name and logo as a reference on the public website alvoru.com, only if the Client has expressly given consent for this. This consent is optional, is requested separately at signup, and can be managed at any time in the customer portal.
18.2 The Client can withdraw consent at any time via the customer portal or in writing at info@alvoru.com. After withdrawal, Alvoru removes the name and logo from alvoru.com within 24 hours.
18.3 Upon termination or cancellation of the subscription, consent lapses automatically and the name and logo are removed as soon as the account is no longer active.
18.4 Use is limited to a neutral reference or customer mention. Alvoru does not use the name and logo in a way that suggests an endorsement or collaboration beyond the fact that the Client is a customer, and respects any brand guidelines of the Client.