Terms of Service

By using Queria ("the Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not accept these Terms, you may not use the Service.

The Service is provided by Azero S.r.l. ("we", "our"), with registered office at Via Example, 123, 20100 Milan, Italy.

These Terms constitute a legally binding agreement between you ("Customer", "you") and Azero S.r.l.

Effective date: October 29, 2025 Version: 1.0

Queria is an Enterprise Knowledge Management SaaS platform that provides:

• Semantic Search: Intelligent search on corporate documents
• AI Chat: Conversations with AI based on documentation
• Multi-tenant: Complete data isolation for each customer
• On-Premise/Cloud: Flexible deployment on customer-chosen infrastructure

The Service uses open source AI technologies for natural language processing and semantic document understanding.

Requirements:

• Be of legal age (18+ years)
• Provide accurate and complete information
• Legally represent the company for which you subscribe

Account Responsibilities:

• Maintain credential confidentiality
• Notify us immediately of unauthorized access
• Be responsible for all activities conducted with the account

Account Suspension: We reserve the right to suspend or terminate accounts that violate these Terms.

License Granted to You: We grant you a non-exclusive, non-transferable, revocable license to use the Service according to these Terms.

Software Ownership: All software, code, design, Service documentation remain our property or our licensors' property. The Service is protected by copyright, trademarks, patents and other intellectual property laws.

Your Data Ownership: You retain complete ownership of all documents, data and content uploaded to the Service ("Customer Content"). We claim no ownership rights over Customer Content.

Customer Content License: You grant us a limited license to process Customer Content solely to provide the Service. We do not use Customer Content for other purposes, including training commercial AI models.

Prohibited:

• Use the Service for illegal or fraudulent activities
• Upload content that violates third party rights (copyright, privacy, etc.)
• Attempt to hack, compromise or reverse-engineer the Service
• Intentionally overload Service infrastructure
• Resell or sublease the Service without written authorization
• Use the Service for phishing, malware, spam or harmful content
• Upload illegal, obscene, defamatory or discriminatory content

Consequences: Serious violations may lead to immediate account suspension and legal action.

Available Plans:

• Startup: For small companies (up to 50 users)
• Professional: For medium companies (up to 200 users)
• Enterprise: For large organizations (unlimited users)

Billing:

• Monthly or annual subscriptions
• Advance payments via bank transfer or credit card
• Electronic invoice compliant with Italian regulations

Renewals: Subscriptions automatically renew unless cancellation is sent with at least 30 days' notice.

Payment Delays: In case of non-payment:

• Service suspension after 7 days
• Account termination after 30 days
• Late interest charges according to Italian law

We reserve the right to modify prices with at least 60 days' notice.

Existing Customer Protection:

• Existing prices are guaranteed for the current contract duration
• Increases not exceeding 10% annually for multi-year subscriptions
• Right to cancel within 30 days of price increase notification

Guaranteed Uptime:

• Startup Plan: 99.5% monthly uptime
• Professional Plan: 99.9% monthly uptime
• Enterprise Plan: 99.95% monthly uptime

Planned Downtime: Maintenance windows communicated 48 hours in advance, typically during night hours (02:00-05:00 CET).

SLA Violation Credits: In case of uptime below guaranteed:

• 99-99.5%: 10% monthly credit
• 95-99%: 25% monthly credit
• <95%: 50% monthly credit

Credits are automatically applied to next month's invoice.

Support Channels:

• Email: support@queria.pro
• Ticket system (customer dashboard)
• Phone (Enterprise plan only): +39 02 1234567

Response Times:

• Startup Plan: Within 24 business hours
• Professional Plan: Within 8 business hours
• Enterprise Plan: Within 2 hours (24/7)

Hours:

• Startup/Professional: Mon-Fri 09:00-18:00 CET
• Enterprise: 24/7/365

Service Provided "AS IS": We do not guarantee that the Service is:

• Completely error-free
• Uninterrupted or 100% available
• Suitable for all your specific needs

Damage Limitation: Under no circumstances shall we be liable for:

• Loss of profits, revenue, data or business opportunities
• Indirect, incidental, consequential or punitive damages

Liability Cap: Our total liability is limited to the amount paid in the last 12 months.

Exceptions: These limitations do not apply to:

• Intentional breaches of confidentiality
• Gross negligence or willful misconduct
• Cases where law does not permit liability limitations

Confidential Information: Both parties commit to maintaining confidential information, including:

• Customer Content
• Commercial terms and pricing
• Proprietary technical information
• Non-public business data

Duration: Confidentiality obligations survive for 5 years after contract termination.

Exceptions: Not confidential:

• Already in public domain
• Independently developed
• Must be disclosed by law

Term: The contract has a duration equal to the chosen subscription period (monthly or annual).

Termination by You:

• Cancellation with 30 days' notice
• No refunds for already paid periods (except serious SLA violations)
• Right to export all data before termination

Termination by Us: We can terminate immediately in case of:

• Serious violation of these Terms
• Non-payment after 30 days
• Illegal or fraudulent activities

Termination Consequences:

• Immediate cessation of Service access
• 30 days to export data
• Permanent deletion of all data after 30 days

As data processor, we commit to:

• Process data only according to your instructions
• Implement appropriate security measures
• Assist with data breach notifications (within 48 hours)
• Facilitate exercise of data subjects' GDPR rights
• Delete or return all data upon termination

A detailed Data Processing Agreement is available upon request.

We reserve the right to modify these Terms with at least 30 days' notice via email.

Substantial Changes: For changes that significantly reduce your rights, you will have the right to:

• Refuse the changes
• Terminate the contract without penalties
• Obtain pro-rata refund for unused period

Continued use of the Service after changes constitutes acceptance of new Terms.

These Terms are governed by Italian law.

Competent Court: For business disputes (B2B): Court of Milan, Italy.

Alternative Resolution: Before resorting to court, parties commit to attempting resolution through:

1. Direct negotiation (30 days)
2. Professional mediation (60 days)

Partial Validity: If a clause is deemed invalid, the rest of the Terms remain in effect.

Entire Agreement: These Terms constitute the entire agreement between parties and supersede all previous agreements.

Amendments: Any amendment must be agreed in writing.

Waiver: Failure to enforce a clause does not constitute waiver of the right to enforce it later.

Assignment: You cannot assign this contract without our written consent. We can assign it in case of merger, acquisition or asset sale.

Force Majeure: We shall not be liable for delays caused by events beyond our control (natural disasters, wars, pandemics, blackouts, etc.).

For questions about Terms of Service:

Azero S.r.l. Via Example, 123 20100 Milan, Italy

VAT: IT12345678901 Email: legal@queria.pro PEC: queria@pec.it Tel: +39 02 1234567

Office Hours: Mon-Fri 09:00-18:00 CET