Terms & Conditions of Sale

The prices of the MAIA.AI service are shown in euros and excluding tax. The applicable value added tax (VAT) is added on the invoice at the rate in force. The detailed rates of the various plans are shown on the Pricing page of the site.

As the service is offered in the form of a subscription, the applicable rate is the one in force on the day of subscription. MASOIATECH may change its rates, the new rates then applying to new subscriptions and, for ongoing subscriptions, upon renewal of the contractual period.

Any rate change affecting an ongoing subscription is communicated to the customer with reasonable notice before it comes into force, the customer retaining the option not to renew the subscription.

Subscribing to the service constitutes an order and entails full acceptance of these Terms and Conditions of Sale. As the service is intended for professionals, the customer declares that they are acting within their business activity and have the power to bind their organisation.

The order is confirmed by a confirmation message sent by email. Activation takes place at the end of the onboarding phase, during which the MASOIATECH team configures the assistant on a tailored basis according to the customer's needs, allow approximately one week. The customer undertakes to provide, within reasonable time, the information and access needed for this configuration.

Invoices are issued monthly and sent by email. Payment is due on receipt of the invoice, according to the arrangements set out at the time of subscription.

In accordance with Article L441-10 of the French Commercial Code, any late payment between professionals automatically gives rise to late-payment penalties calculated at the applicable statutory interest rate, as well as to the payment of a fixed recovery cost indemnity of 40 euros, without prejudice to any additional compensation supported by evidence.

In the event of persistent non-payment, MASOIATECH may suspend access to the service after a formal notice has remained without effect, until the situation is fully regularised.

The subscription to the MAIA.AI service is concluded for an initial period of one (1) month, with no minimum term. The term starts on the effective service activation date at the end of onboarding.

Tacit renewal: at the end of the initial period, the contract is automatically renewed for successive periods of one (1) month, unless terminated by either party under the conditions below.

Termination by the customer:

• The client may terminate at any time by email to [email protected] or from the client area, with no notice period. Termination takes effect at the end of the current calendar month. That month remains due and invoiced in full.

MASOIATECH may terminate for breach (notably late payment, abusive use, security breach) after a 15-day formal notice without effect, or with 30-day notice in case of service discontinuation. Amounts paid for the current period are non-refundable pro rata.

The MAIA.AI service is intended for professionals acting within their business activity, and not for consumers. Accordingly, the right of withdrawal provided by consumer law for the benefit of consumers is in principle not intended to apply.

Amounts paid for a subscription correspond to a service made available over the relevant period and do not give rise to a pro rata refund in the event of early termination at the customer's initiative, unless otherwise agreed in writing. Any specific request may be sent to support, which will examine it in good faith.

MASOIATECH aims for a high level of service availability and commits to taking all reasonable measures to ensure continuous access to the phone assistant.

In the event of a major incident affecting your business, you can contact our support team, we will review possible compensation arrangements on a case-by-case basis. A specific service level agreement (SLA) with quantified commitments can be proposed under a separate contract negotiated with clients requiring such commitments.

MASOIATECH cannot be held responsible for interruptions attributable to external causes, in particular failure of telecommunications networks, third-party providers or events of force majeure within the meaning of Article 1218 of the French Civil Code and the applicable case law.

MASOIATECH processes personal data as a processor (GDPR Art. 4.8) for caller data, and as a controller for client account and billing data. A Data Processing Agreement (DPA) under GDPR Art. 28 is incorporated into these CGV.

Sub-processors (GDPR Art. 28.2 and 30): MASOIATECH engages several leading technical providers, notably:

• a cloud telephony operator;
• an AI voice provider;
• a database and authentication host located in the European Union;
• a CDN and infrastructure provider;
• ancillary providers (transactional emails, automation, monitoring), mostly EU-based.

For sub-processors based outside the EU, MASOIATECH systematically applies the Standard Contractual Clauses (SCC) approved by the European Commission (Decision 2021/914). The named and up-to-date list of all sub-processors is provided to clients upon written request to [email protected].

Data subjects have rights of access, rectification, erasure, restriction, objection and portability (GDPR Art. 15-22), exercisable at [email protected] or with the CNIL (www.cnil.fr).

The MAIA.AI voice assistant requires, by its very nature, the recording and transcription of all phone calls processed.

Caller information: it is the client's responsibility (as controller for the calls received at their business) to inform callers of the recording and processing purpose (GDPR Art. 13). MASOIATECH recommends a welcome message such as: "This call may be handled by a voice assistant and may be recorded for the purpose of processing your request and improving the service."

Retention periods:

• Raw audio recordings: 30 rolling days from the call date.
• Text transcripts and call metadata: 13 months from the call date.
• Structured summaries delivered to the client: kept during the contract, deleted 6 months after termination.
• Billing data: 10 years (French Commercial Code Art. L123-22).

In accordance with Article 50 of the EU AI Act (Regulation 2024/1689) and the principle of good faith, MASOIATECH guarantees that:

• The MAIA.AI service relies on a generative AI system coupled with voice synthesis and recognition models. Conversations are fully processed by AI, without human intervention in real time.
• The client undertakes to inform callers they are interacting with an automated voice assistant, in accordance with AI Act Art. 50.1.
• Responses may include a margin of imprecision inherent to generative AI. The client retains full responsibility for any operational decision based on these interactions.
• Data processed by the assistant is not used by MASOIATECH to train general-purpose AI models intended for other clients, except with the client's express, separate and revocable consent.

At any time during the contract and for thirty (30) days after termination, the client may request the return of their data: call transcripts, structured summaries, usage statistics, archived invoices, assistant configuration.

Data is returned in a structured, commonly used format (JSON, CSV or equivalent), free of charge, within a maximum of 30 days. Request to be sent to [email protected].

Each party undertakes to keep strictly confidential all commercial, technical, financial or strategic information it may collect about the other party. This obligation applies throughout the contract and for five (5) years after its termination.

MASOIATECH may cite the client's name and logo as a commercial reference, unless expressly objected to in writing.

The MAIA.AI service, including software, platform, proprietary AI models, code, databases, interfaces, trademarks and design elements, remains the exclusive property of MASOIATECH or its licensors. No provision of the contract transfers intellectual property rights to the customer.

MASOIATECH grants the customer a non-exclusive, non-transferable, non-sublicensable usage licence, limited to the contract duration and the European Union territory, solely for the purpose of using the service.

The MAIATECH ® trademark is registered with the French Industrial Property Institute (INPI) under number 5 261 800 (classes 9, 35, 38, 41 and 42). Any unauthorised use of the MAIATECH mark, MAIA.AI sign or associated logos is strictly prohibited.

Neither party shall be held liable for any failure to perform its contractual obligations resulting from a force majeure event within the meaning of Article 1218 of the French Civil Code.

Force majeure includes natural disasters, armed conflicts, pandemics, general strikes, major failures of public telecommunications networks or electricity supply, major and lasting failures of the essential technical providers involved in the service, large-scale cyberattacks, and decisions by public authorities.

These Terms and Conditions of Sale are governed by French law. In the event of a dispute relating to their formation, interpretation, performance or termination, the parties undertake to seek an amicable solution as a priority.

Failing an amicable agreement within thirty (30) days of written notification of the dispute, the matter will be brought exclusively before the Commercial Court of Saverne (Tribunal de Commerce de Saverne), in the jurisdiction of MASOIATECH's registered office, including in the event of multiple defendants, third-party proceedings or urgent procedures, unless a mandatory legal provision states otherwise.