SAUZEND — Terms of Service

Part A. General terms for all services

These Terms of Service apply to all services, software and content provided under the SAUZEND brand by •••, sole trader (trabalhador independente), NIF •••, business address ••• ("SAUZEND", "we", "us"): AI voice agents and the AI call center, SAUZEND Interpreter (Live Interpreter) and SAUZEND Phone, GEO and SEO services, Local SEO, website development and support, Cachelis, the client areas and any related consulting (together, the "Services"). Contact: [email protected], [email protected], WhatsApp +351 965 638 436.

Part A contains the general terms for all Services. Part B contains special terms for SAUZEND Interpreter. If they conflict, Part B prevails for SAUZEND Interpreter. An individually signed agreement or an accepted written proposal prevails over these Terms for the matters it regulates.

By sending an order, accepting a proposal, paying an invoice, buying in a client area, creating an account or using a Service, you accept these Terms.

A1. Definitions

A1.1. "Client" — the person or company that orders or uses a Service.

A1.2. "Order" — the document that defines a specific Service: an accepted proposal, an invoice, an online order in a client area, or a written confirmation from SAUZEND (email or messenger) stating the Service, its scope and price.

A1.3. "Business Client" — a Client acting for purposes of their trade, business or profession. "Consumer" — a natural person acting outside such purposes.

A2. What forms the agreement

A2.1. The agreement with the Client consists of these Terms and the Order. The scope, price, deadlines and conditions of each Service are only those stated in the Order and confirmed in writing by SAUZEND.

A2.2. Information on our websites, in advertising, presentations, articles, social networks, price lists, calculators, case studies, demos, newsletters, automated messages and conversations with our chat or AI agents is general information and an invitation to request a proposal. It is not a binding offer, unless it is expressly presented as an offer with a final price and conditions (for example, an online order form in a client area).

A2.3. Descriptions of features, supported platforms and devices, integrations, languages, results and timelines are indicative. Our Services and software are continuously developed: features are added, changed or improved. What applies to a specific Client is confirmed by our specialist before purchase, during the consultation or the demonstration. If a feature, device or result is important to you, ask us before ordering: only what is stated in the Order or confirmed in writing by our specialist is agreed.

A2.4. We use automated tools and AI assistants (voice agents, chat, emails and messages, including automatically sent ones). Such communications may contain inaccuracies. They do not create obligations, do not change prices, the Order or these Terms, unless confirmed in writing by a SAUZEND team member. Obvious errors (for example, a wrong price or a typo) are not binding.

A2.5. Changes to the scope of a Service are agreed in writing; email and messengers are sufficient.

A2.6. If the Client is a Consumer, the mandatory consumer protection laws apply, and nothing in these Terms limits them. The clarifications given to the Client before the contract (A2.3) form part of the information about the Service.

A3. Performance of the Services

A3.1. We perform the Services with due care and professional skill, using our team and carefully selected subcontractors and providers.

A3.2. Unless the Order expressly states otherwise, we do not guarantee specific results: positions in search engines, visibility or citations in AI assistants, traffic, the number of calls, leads, conversions or sales, or decisions of third parties (search engines, AI platforms, telephone operators, marketplaces). These depend on factors outside our control. Examples, case studies, models and calculations on our websites are illustrative.

A3.3. Deadlines are estimates, unless the Order states them as binding. They depend on the Client providing information, access and approvals on time.

A3.4. The Services rely on third-party platforms and providers (search engines, AI, telephony, messengers, CRM, hosting, payment). Their changes, outages and policies are outside our control; we adapt the Services within reason, but are not liable for such events.

A4. Client obligations

A4.1. The Client provides accurate information, access and materials on time and is responsible for the content, data and instructions they provide.

A4.2. The Client uses the Services lawfully and is responsible for compliance with the laws that apply to their business, including data protection, rules on calls and messages to their customers (consent, opt-out, do-not-call lists), disclosure of call recording and of the use of AI, and consumer law.

A4.3. For data of the Client's customers processed through the Services, the Client is the controller and SAUZEND is a processor acting on the Client's instructions; a data processing agreement is available on request.

A4.4. The Client must not use the Services for fraud, deception, spam, harassment, impersonation or any unlawful purpose, nor try to bypass limits or security.

A5. Prices and payment

A5.1. Prices are in euros. Prices marked "from" on our websites are indicative; the final price is the one in the Order. VAT is added where applicable.

A5.2. Payment is made in advance, unless the Order states otherwise. Setup and implementation fees are not refundable once the work has started, to the extent permitted by law.

A5.3. Usage-based charges (minutes, calls, leads, telephony) are calculated from our records. Objections must be sent within 14 days of the invoice.

A5.4. In case of late payment we may suspend the Services after a reminder.

A5.5. Individual prices, discounts and promo codes apply only to the Client and the Order for which they were given, unless stated otherwise.

A5.6. Prices of subscriptions may change with at least 30 days' notice; the new price applies from the next period.

A6. Subscriptions, renewal and cancellation

A6.1. Monthly and yearly subscriptions renew automatically for the same period until cancelled, unless the Order states otherwise.

A6.2. The Client may cancel at any time; the cancellation takes effect at the end of the paid period. A minimum term stated in the Order applies.

A6.3. Payments for a started period are not refundable, except where required by law or stated in Part B.

A6.4. Consumers have a 14-day right of withdrawal under the law. If, at the Consumer's express request, the performance of a service starts during this period, the Consumer pays for the part already performed and loses the right of withdrawal once the service has been fully performed; for digital content and digital services the rules in Part B, 7.4 apply.

A7. Intellectual property

A7.1. Our software, platform, configurations of AI agents, prompts, templates, methods and know-how remain our property; the Client receives the right to use them for the duration of the Service.

A7.2. Deliverables created specifically for the Client (for example, website code, texts and designs) pass to the Client after full payment, unless the Order states otherwise.

A7.3. Materials provided by the Client remain the Client's; the Client grants us the right to use them to perform the Service.

A7.4. We mention a Client as a reference only with their consent.

A8. Confidentiality and personal data

A8.1. Both parties keep confidential the non-public information they receive from each other.

A8.2. We process personal data as described in our Privacy Policy (sauzend.com/privacy-policy).

A9. Liability

A9.1. Nothing in these Terms limits liability that cannot be limited by law, including for intent, gross negligence, death or personal injury, and the statutory rights of Consumers.

A9.2. Subject to A9.1, we are not liable for indirect or consequential losses, lost profit, lost business or lost data, or for losses caused by third-party platforms and providers, the Client's content or instructions, or the Client's breach of these Terms.

A9.3. Subject to A9.1, our total liability for all claims relating to a Service in any 12 months is limited to the amount paid by the Client for that Service in those 12 months.

A9.4. The Client is responsible for claims of third parties arising from the Client's content, instructions or breach of A4.

A10. Suspension and termination

A10.1. We may suspend or terminate a Service in case of non-payment, a serious breach of these Terms, unlawful use or a risk to our systems or other clients.

A10.2. Ongoing services without a fixed term may be terminated by either party with 30 days' written notice, unless the Order states otherwise.

A10.3. If we terminate a Service without a breach by the Client, we refund the unused part of a prepaid period.

A11. Force majeure

Neither party is liable for delays or failures caused by events beyond its reasonable control, including outages of the internet, energy, telephony or third-party platforms, natural events and acts of authorities.

A12. Changes to these Terms

We may update these Terms; the version published on this page with its date applies. For existing subscriptions, material changes are notified by email at least 30 days before they take effect; continued use after that date means acceptance, and the Client may cancel before it. A one-off Order keeps the version in force when it was placed.

A13. Communication

Notices are sent by email to the address given in the Order or the account. Operational matters may be handled through messengers. "Written" includes email.

A14. Law and disputes

A14.1. These Terms are governed by the laws of Portugal. Consumers keep the protection of the mandatory laws of their country of residence.

A14.2. Please contact us first: most issues are solved quickly at [email protected].

A14.3. In a consumer dispute you may use an alternative dispute resolution entity; the list is available on the Consumer Portal (www.consumidor.gov.pt). You may also file a complaint in the electronic Complaints Book (Livro de Reclamações, www.livroreclamacoes.pt).

A14.4. Otherwise, the courts competent under Portuguese law have jurisdiction, without prejudice to Consumers' mandatory rights.

A15. Contact

••• (sole trader), NIF •••, •••. Email [email protected], [email protected], WhatsApp +351 965 638 436.

Part B. SAUZEND Interpreter — special terms

Part B applies to SAUZEND Interpreter: the desktop application, the SAUZEND Phone line (when offered), the customer account and all related services (together, in this Part, the "Service"), together with Part A. If Part A and Part B conflict, Part B prevails for the Service.

By creating an account, activating an access token, starting a trial, paying for a plan or using the Service, you accept these Terms. If you use the Service on behalf of a company, you confirm that you are authorised to bind that company.

1. The Service

1.1. The Service provides machine (artificial intelligence) speech-to-speech translation of conversations in real time: your speech is translated into the language of the other person and their speech into your language.

1.2. Translation is performed automatically, without a human interpreter. Optional features include synthetic speech in a voice created from your own recording ("Own Voice") and telephone calls through a SAUZEND number ("SAUZEND Phone").

1.3. Available languages, features and limits depend on your plan and may change as the technology develops.

2. Machine translation: accuracy and your responsibility

2.1. Machine translation may contain errors, omissions, wrong numbers, names, dates, amounts or tone, and a delay. It is not a certified or sworn translation and must not be the only basis for legal, medical, financial, safety-critical or other decisions where an error may cause harm.

2.2. You are responsible for verifying important information (prices, dates, quantities, addresses, terms of agreements) with the other party, for example in writing.

2.3. We do not guarantee that the meaning of every phrase is conveyed correctly and are not liable for consequences of translation errors, misunderstandings or decisions made on the basis of a translation, to the extent permitted by law.

3. Informing the other party; recording and consent

3.1. You must inform the people you speak with that the conversation is assisted by an AI interpreter and that they may hear a synthetic voice (including a voice that sounds like you). The EU Artificial Intelligence Act and local laws may require such disclosure; you are responsible for compliance in your conversations.

3.2. The Service processes the other party's voice in order to translate it. Where the law requires the other party's consent to such processing or to a call being processed by a third party, you are responsible for obtaining it.

3.3. Transcripts saved by the desktop application are stored on your own computer. Recording or storing conversations is your decision and your responsibility under the laws that apply to you and the other party.

4. Own Voice (voice created from your recording)

4.1. You may create a voice only from recordings of your own voice, made by you, with your explicit consent given in the application. Creating a voice of another person, a public figure or anyone without their documented consent is prohibited.

4.2. The Own Voice may be used only to voice translations of your own speech within the Service.

4.3. The number of voices and creation attempts depends on your plan and is checked by our servers. Repeated or unusual attempts may be paused; we may contact you to help.

4.4. You may ask us at any time to delete your voice; we delete it from our systems and our voice provider within 30 days. The voice is also deleted when your account is closed.

4.5. We may suspend the Own Voice feature or your account if we have reasonable grounds to believe that a voice was created without consent or is used for impersonation, fraud or deception.

5. Accounts, access tokens and devices

5.1. Access to the desktop application is given by a personal access token. Keep it confidential. You are responsible for all use of the Service with your token until you ask us to revoke it.

5.2. A token may be used on a limited number of computers and in a limited number of simultaneous sessions according to your plan. Sharing a token with other people or reselling access is prohibited, except users included in your plan.

5.3. If we detect use from an unusual number of computers or locations, we may block new computers and ask you to confirm. We may reissue or revoke a token to protect your account.

6. Plans, minutes and limits

6.1. Plans, prices and included minutes are published at sauzend.com/live-interpreter and shown in your account.

6.2. A "minute" is a minute of conversation during which speech is sent for translation. Both directions of the same conversation are counted once: when you and the other party speak at the same time, the time is counted once. Silence is not counted when the application detects no speech. Minutes are counted in seconds.

6.3. Minutes are counted only while translation is switched on. When translation is stopped, no minutes are used.

6.4. Included minutes are valid for the plan period. Unused minutes of a period do not carry over unless stated otherwise in your plan. Additional purchased minutes remain valid while your account is active, unless their validity is stated at purchase.

6.5. Plans may include a daily limit, a limit of simultaneous sessions, computers and users, and a limit of Own Voices. When minutes are used up, the plan period ends or a limit is reached, translation stops until you upgrade, add minutes, renew or the limit resets. We notify you by email and in the application.

6.6. SAUZEND Phone (telephone calls) is a separate feature with its own price per minute and, if applicable, a monthly fee for a phone number. Telephone minutes are counted from the moment the call is connected until it ends.

6.7. The free trial is intended for evaluation by new customers, once per person or company. We may refuse or end a trial in case of abuse.

7. Prices, payment, renewal and cancellation

7.1. Prices are in euros. VAT is added where applicable. Payment is made in advance for the plan period through the payment methods offered in your account or by invoice.

7.2. If automatic renewal is offered and enabled, your plan renews at the end of each period at the current price until you cancel. You can cancel at any time in your account; access remains until the end of the paid period.

7.3. We may change prices with at least 30 days' notice by email. The new price applies from your next period; if you do not agree, you may cancel before it starts.

7.4. Right of withdrawal (consumers in the EU): you have 14 days from purchase to withdraw. By starting to use the Service (activating the token and using minutes) during this period, you expressly request immediate performance and acknowledge that you lose the right of withdrawal for the part already used; for a partially used period we refund the unused part on request.

7.5. Except as required by law or stated in 7.4, payments are not refundable. If the Service is unavailable for reasons attributable to us for a substantial part of a paid period, we will extend the period or credit minutes proportionally.

8. Acceptable use

You must not:

• use the Service for fraud, deception, harassment, threats, impersonation or any unlawful purpose;
• create or use a voice of another person without their consent, or present synthetic speech as genuine to deceive;
• record or process other people's conversations in breach of the law;
• try to access the Service without a valid token, bypass limits, counting or device restrictions, reverse engineer, overload or attack the Service, or send audio other than live conversation (for example, bulk translation of files) unless agreed in writing;
• resell, sublicense or share access, except the users included in your plan.

We may suspend or terminate access immediately in case of a serious breach. Minutes used in breach are not refunded.

9. Availability and changes

9.1. We aim for high availability but do not guarantee uninterrupted or error-free operation. The Service depends on the internet, your devices, third-party AI and telephony providers and call applications (Zoom, Google Meet, Microsoft Teams, WhatsApp and others), which we do not control. If a connection drops, the application reconnects automatically.

9.2. We may update the application and the Service, including mandatory updates needed for security or compatibility.

9.3. Planned maintenance is announced where possible.

10. Third-party services

10.1. Speech translation, speech synthesis and telephony are provided with the help of third-party providers acting on our instructions. Virtual audio cables (VB-CABLE, Hi-Fi Cable) are third-party software installed by you under their own terms.

10.2. Call applications and telephone operators have their own terms; your use of them is your responsibility.

11. Personal data

We process personal data as described in our Privacy Policy (sauzend.com/privacy-policy), including the section "SAUZEND Interpreter". Audio of conversations is processed to provide the translation and is not stored by us after the translation is delivered, except as stated there.

12. Liability

12.1. Nothing in these Terms limits liability that cannot be limited by law, including for intent, gross negligence, death or personal injury, and consumers' statutory rights.

12.2. Subject to 12.1, we are not liable for indirect or consequential losses, lost profit, lost business, lost data, or for losses resulting from translation errors, misunderstandings, the other party's actions, interruptions of internet, devices, call applications or third-party providers.

12.3. Subject to 12.1, our total liability for all claims in any 12 months is limited to the amount you paid us for the Service in those 12 months.

12.4. You are responsible for claims of third parties arising from your breach of Sections 3, 4 or 8.

13. Term and termination

13.1. You may stop using the Service and close your account at any time by writing to [email protected].

13.2. We may terminate the Service for you with 30 days' notice, or immediately in case of a serious breach of these Terms. If we terminate without your breach, we refund the unused part of a prepaid period.

13.3. After closing, your token is revoked, your Own Voice is deleted, and your data is handled as described in the Privacy Policy.

14. Changes to these Terms

We may update these Terms. Material changes are notified by email or in the application at least 30 days before they take effect. Continued use after that date means acceptance; if you do not agree, you may cancel before the change.

15. Law and disputes

15.1. These Terms are governed by the laws of Portugal. Consumers keep the protection of the mandatory laws of their country of residence.

15.2. Please contact us first: most issues are solved quickly at [email protected].

15.3. In a consumer dispute you may use an alternative dispute resolution entity; the list is available on the Consumer Portal (www.consumidor.gov.pt). You may also file a complaint in the electronic Complaints Book (Livro de Reclamações, www.livroreclamacoes.pt) and use the EU Online Dispute Resolution platform where available.

15.4. Otherwise, the courts competent under Portuguese law have jurisdiction, without prejudice to consumers' mandatory rights.

16. Contact

••• (sole trader), NIF •••, •••. Email [email protected], WhatsApp +351 965 638 436.