CustPilot Terms and Conditions - EN

CustPilot End User Terms and Conditions

This version of the Terms and Conditions has been automatically translated. The original and binding version of the Terms and Conditions can be found at: https://www.inarisolutions.tech/terms-and-conditions-custpilot-pl

Effective Date: 01 August 2025

General
1. The Terms and Conditions define the terms and conditions of using the ChatBot available on the https://norlys.com website and its subdomains.
2. The Terms and Conditions constitute the regulations for the provision of services by electronic means within the meaning of Article 8(1)(1) of the Act of 18 July 2002 on the provision of services by electronic means.
3. The Terms and Conditions specify in particular the type and scope of the service provided by electronic means, the conditions for the provision of the service, the conditions for concluding and terminating the contract for the provision of services by electronic means and the procedure for complaint proceedings.
4. The Terms and Conditions are made available free of charge, in electronic form, in a form that allows them to be downloaded, recorded, reproduced and familiarized with their content. The content of the Terms and Conditions is available in the ChatBot interface under the "Terms and Conditions" link.
5. The Service Provider provides the service electronically in accordance with the Terms and Conditions.
6. The Service Provider can be contacted:
  1. by phone, by phone: +48 18 444 2 111,
  2. by e-mail at: norlys@norlys.pl,
  3. in person or by traditional mail at the address – Zawiszy Czarnego 7, 33-300 Nowy Sącz.
Definitions
1. The terms used in the Terms and Conditions mean:
  1. ChatBot – a service provided electronically on the basis of these Terms and Conditions, which is an automatic tool based on artificial intelligence (AI) in the form of a chatbot, supporting communication between the User and the Service Provider, which is used in particular to answer Users' questions regarding the Service Provider's products and services.
  2. Service Provider/Norlys – Norlys S.A. with its registered office in Nowy Sącz, 7 Zawiszy Czarnego Street, 33-300 Nowy Sącz, entered into the register of entrepreneurs of the National Court Register under the number KRS 0001060838, whose registration files are located at the District Court for Krakow-Śródmieście in Krakow, XII Commercial Division of the National Court Register, NIP: 7340019367, REGON: 490399809, share capital: PLN 4,330,500.00 (paid in full).
  3. User – a natural person with full legal capacity, and in cases provided for by the provisions of generally applicable law, also a natural person with limited legal capacity, using the ChatBot.
  4. Consumer – a User who is a natural person who enters into an agreement with the Service Provider for the provision of ChatBot services that is not directly related to their business or professional activity. For the purposes of the Terms and Conditions, a natural person concluding an agreement with the Service Provider directly related to their business activity is also considered a Consumer, when it follows from their content that it does not have a professional character for that person, resulting in particular from the subject of their business activity.
  5. GDPR – Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).
  6. Terms and Conditions – these Terms and Conditions for the provision of services by electronic means.
Scope and mode of operation of the ChatBot
1. The ChatBot is available on the Service Provider's website and is used to answer questions related to the Service Provider's products and services.
2. The ChatBot enables interactive information search and conducts an automated conversation in real time, according to specific instructions, during which it provides automatic answers to Users' questions about the Service Provider's products and services, based on the guidelines and information contained on the Service Provider's website.
3. The ChatBot works on the basis of a large language model (LLM), which has been configured and extended to adapt it to the needs of the Service Provider, however, its responses are not fully perfect. ChatBot is an AI system and can generate erroneous, imprecise, or outdated responses. The ChatBot may also not understand all the questions asked by the User, which may result in an incomplete or inadequate answer. In case of doubt as to the correctness of the answer, the User should verify the data themselves before making a purchase decision or contact the Service Provider directly for further information.
4. The User's queries may be saved in the form of system logs in a way that makes it impossible to identify the User.
5. The use of the ChatBot does not require the disclosure of the User's personal data.
6. ChatBot is not a substitute for specialist advice (including legal, financial, medical, or technical). The responses generated by the AI system are merely suggestions that may contain errors or be incorrect, and should not be considered binding or final. The ChatBot's answers are for informational and auxiliary purposes only. The use of the information provided by the ChatBot is entirely at the User's own risk.
7. You should verify the information obtained through other sources, especially in matters that require precise data (e.g. pricing, product availability, legal, specialist and technical issues) and regardless of version.
8. The ChatBot is made available for informational purposes only, in particular it is not intended to make statements aimed at changing any agreement concluded between the User and the Service Provider, the subject of which is not the use of the ChatBot and is not a channel for direct marketing by the Service Provider.
9. The Service Provider does not guarantee the timeliness, completeness or correctness of the information based on publicly available data used by the AI model. In particular, this data may be outdated or inconsistent with the actual state as of the date of using the ChatBot.
10. The ChatBot may link to external websites or resources in its responses. The Service Provider is not responsible for their content, accuracy or availability, or for any damages resulting from the User's use of these external materials.
11. The ChatBot Service is provided free of charge and made available to the User on an "as is" basis, without warranties of any kind, express or implied, as to quality, availability, or fitness for a particular purpose.
12. Since the Service is provided free of charge and on an "as is" basis, the Service Provider makes no warranties as to its performance or fitness for a particular purpose.
13. The ChatBot service is available in various development versions, appropriately marked, which have a specific scope:
  1. Beta – a test version with extended functionality for testing Users;
  2. Stable – the production version after the end of testing.
14. By using the Beta version, the User acknowledges that the service is in the testing phase and, despite the Service Provider's efforts to ensure the highest possible quality, due to the innovative and unique nature of the solution, it may contain errors, imperfections, functional limitations or interruptions in operation, which the User accepts.
Using ChatBot
1. By starting to use the Chatbot, the User accepts the Terms and Conditions. The User accepts the Terms and Conditions by clicking the "I Accept" button in the message displayed before the first use of the ChatBot. At the moment of acceptance of the Terms and Conditions by the User, an agreement for the use of the ChatBot is concluded between the User and the Service Provider. The agreement for the use of the ChatBot expires when the User leaves the Service Provider's website or closes the browser window.
2. The use of the ChatBot begins at the moment of acceptance by the User of the Terms and Conditions, the launch of the ChatBot and lasts until the User leaves the ChatBot window. In the event of non-acceptance of the Terms and Conditions, the User may choose another way of contacting the Service Provider.
3. The User may terminate the use of the ChatBot at any time with immediate effect. In this case, the contract for the use of the ChatBot expires automatically, without the need to submit additional statements. To this end, they may stop using the ChatBot by leaving the Service Provider's website or closing the browser window.
4. The Service Provider may at any time extend, change, limit or discontinue offering both some of the functionalities and the entire ChatBot service.
5. Each time you start using the ChatBot service in a new version, you need to accept the Terms and Conditions again — you click "Accept" again before continuing to use the ChatBot. The User will be asked to accept the Terms and Conditions, in particular when accessing from a new device or a changed location (e.g. a different browser or a new IP).
Technical conditions for using the ChatBot
1. In order for the User to use the ChatBot, the following is required:
  1. having a computer with Internet access with the recommended operating system Windows 11 and Mac OS 10.10 or a minimum operating system Windows 7 or a mobile device with Android or iOS with Internet access,
  2. Have the most up-to-date version of one of the following web browsers installed: Microsoft Edge, Mozilla Firefox, Google Chrome, Opera or Safari, which allows you to view web pages and access the ChatBot, with support for SSL encrypted connections, JavaScript technology and cookies.
2. The Service Provider is not obliged to provide the ChatBot service if the User does not meet the technical requirements specified in paragraph 1 above.
3. The Service Provider shall not be liable for technical limitations, defects, errors, defects or damages occurring on the equipment or software used by the User, preventing or limiting the proper use of the ChatBot in whole or in part.
Your Rights and Obligations
1. The User undertakes to use the ChatBot in a manner consistent with the Terms and Conditions and the provisions of generally applicable law.
2. The User is responsible for all content placed by the User in the ChatBot. In particular, the User should not provide confidential information to the ChatBot.
3. The User may not use the ChatBot to transmit and generate illegal content, including content that is offensive, defamatory, vulgar, misleading or may violate the rules of social coexistence or the rights of third parties, in particular their personal rights.
4. In particular, the User is obliged to:
  1. not to take any action aimed at interfering with the ChatBot software;
  2. not to take any IT or other activities aimed at gaining possession of information not intended for the User;
  3. not to send or place unsolicited commercial information in the ChatBot;
  4. non-use of discriminatory language.
5. It is prohibited to intentionally and excessively generate queries without substantive justification, which leads to unjustified use of the ChatBot and its resources. The Service Provider reserves the right to temporarily or permanently limit or block access to the ChatBot in the event of a violation of this provision or the Terms and Conditions by the User, in particular posing a threat to the integrity or security of the ChatBot or the Service Provider's website.
6. The User uses the ChatBot voluntarily and at their own risk.
7. The User should notify the Service Provider of any violation of the law in connection with the use of the ChatBot. If the User finds that the ChatBot generates illegal content or infringing the rights of third parties, they should immediately report it to the Service Provider via the Service Provider's contact details indicated in point 1.6 of the Terms and Conditions, indicating: description of the content, place of occurrence, their contact details (optional).
8. The Service Provider reserves the right to limit or block access to the ChatBot in the event that the User violates the provisions of these Terms and Conditions or enters incorrect data into the ChatBot.
Scope of the Service Provider's liability
1. The Service Provider makes every effort to ensure the ChatBot's availability at all times, continuously and fully, but does not guarantee it and is not responsible for its availability.
2. In particular, the Service Provider shall not be liable for interruptions and disruptions in the availability and use of the ChatBot if they are caused by:
  1. the need to repair, replace, expand, modify or maintain computer hardware or software,
  2. reasons beyond the control of the Service Provider (force majeure, acts/omissions of third parties).
3. The Service Provider is not responsible for the manner in which the ChatBot is used by the Users, as well as for the content provided by the Users and its veracity.
4. The Service Provider shall not be liable for non-performance or improper performance of the ChatBot service if it is caused by third parties for whose actions it is not responsible.
5. The Service Provider is not responsible for any consequences resulting from the use of the ChatBot service, including decisions made by the User based on the answers provided by the ChatBot.
6. The Service Provider is not responsible for the content produced by the ChatBot, especially if it is erroneous, incomplete or inappropriate in any way.
7. The Service Provider shall not be liable for any losses, damages, or other negative consequences resulting from the use of the ChatBot, including indirect, direct, incidental, consequential or other damages resulting from the use of the ChatBot.
8. No provisions of the Terms and Conditions exclude the Service Provider's liability to the extent not permissible by law.
Intellectual Property Rights
1. The content available through the ChatBot and related to the ChatBot is protected under the Act of 4 February 1994 on copyright and related rights and other relevant legal provisions concerning copyright and industrial property rights. All copyrights, database rights, know-how, trademarks and other intellectual property rights related to the ChatBot and its documentation are the property of the Service Provider or third parties. Their use, copying, distribution or any other use without the prior consent of the rightful owner is prohibited. The use of the ChatBot does not imply obtaining a license to use the intellectual or industrial property belonging to the Service Provider or third parties.
2. You agree to immediately refrain from any attempt to decompile, reverse engineer, reproduce, adapt, make available to the public or distribute the ChatBot outside of the scope provided for in the Terms and Conditions.
3. Prohibited actions constitute a violation of the Terms and Conditions and may result in civil or criminal liability.
Complaints
1. The User has the right to file a complaint regarding the incorrect operation of the ChatBot or the provision of the ChatBot service by the Service Provider contrary to the Terms and Conditions within 30 days from the date of occurrence of the event to which the complaint relates.
2. A complaint may be submitted in electronic form to the e-mail address of the norlys@norlys.pl Service Provider or in writing to the Service Provider's address data indicated in point 1.6 of the Terms and Conditions.
3. The complaint should include:
  1. the User's contact details necessary to send information about the outcome of the complaint, in particular the e-mail address of the User submitting the complaint,
  2. a detailed description of irregularities in the provision of the ChatBot service or the operation of the ChatBot.
4. The Service Provider will consider the complaint and inform the User about the result of its consideration within 14 days from the date of receipt of the complaint, by sending a message to the User's e-mail address indicated in the course of the complaint procedure.
5. In the event that the complaint does not contain all the information necessary for its unambiguous consideration, the Service Provider may ask the User to provide additional information. In such a case, the deadline for considering the complaint is counted from the date of providing additional information.
6. In the event of a dispute between the Service Provider and the User, the User who is a Consumer may use out-of-court methods of handling complaints and pursuing claims, including by filing a motion for mediation or a request for consideration of the case before an arbitration court after the end of the complaint procedure. A User who is a Consumer also has the opportunity to use the assistance of a district (municipal) consumer ombudsman or a social organization whose statutory tasks include consumer protection. For more information, please visit: https://uokik.gov.pl/.
Personal data and privacy
1. In connection with the use of the ChatBot service, personal data may be collected and processed in accordance with the GDPR.
2. The administrator of personal data is Norlys S.A. with its registered office in Nowy Sącz, Zawiszy Czarnego 7, 33-300 Nowy Sącz, entered into the register of entrepreneurs of the National Court Register under the number KRS 0001060838, whose registration files are located at the District Court for Krakow-Śródmieście in Krakow, XII Commercial Division of the National Court Register, NIP: 7340019367, REGON: 490399809, share capital: PLN 4,330,500.00 (paid in full) (hereinafter referred to as: "Administrator").
3. Contact with the Administrator is possible by e-mail by sending an e-mail to the following address: norlys@norlys.pl or by writing to the address indicated in paragraph 2 above.
4. The Controller has appointed a Data Protection Officer, who can be contacted by e-mail by sending an e-mail to:ido@norlys.plor by phone: +48 18 449 57 42.
5. The Administrator processes personal data in order to:
  1. concluding and performing a contract for the provision of the ChatBot service – based on the necessity of processing for the performance of the contract for the provision of services by electronic means (pursuant to Article 6(1)(b) of the GDPR),
  2. respond to inquiries sent to the Administrator via the ChatBot – based on our legitimate interest as the Administrator in the form of analyzing your inquiry and responding to your inquiry (pursuant to Article 6(1)(f) of the GDPR),
  3. analyse the way you use the ChatBot and improve its functioning and improve its security, including by monitoring your interactions with the ChatBot – based on our legitimate interest as the Controller in the form of analysing the load on the system and ensuring the proper operation of the ChatBot, detecting abuse and preventing errors or irregularities in the operation of the ChatBot, optimising the quality and security of the services provided (pursuant to Article 6 of the Rules of Procedure). paragraph 1 letter f of the GDPR),
  4. providing you with service and ongoing technical support when using our services – based on the necessity of processing for the performance of a contract to which you may be a party and our legitimate interest as the Administrator in the form of ensuring the proper quality of the services provided (pursuant to Article 6(1)(b) and Article 6(1)(f) of the GDPR),
  5. communicate with you about problems or complaints reported in connection with your use of the ChatBot service – based on the necessity of processing for the performance of a contract to which you may be a party and our legitimate interest as the Administrator in the form of contacting you and considering the complaint (pursuant to Article 6(1)(b) and Article 6(1)(f) of the GDPR),
  6. pursue claims and defend against claims before and outside courts and administrative authorities – based on our legitimate interest as the Administrator (pursuant to Article 6(1)(f) of the GDPR),
  7. data archiving and backup – in connection with the obligation imposed on us as the Data Controller to properly secure data and based on our legitimate interest (pursuant to Article 6(1)(f) of the GDPR).
6. The Administrator collects and processes data only necessary to achieve the above purposes in the form of pseudonymous logs of the User's conversations with the ChatBot and the User's IP address. Providing personal data is voluntary, but failure to provide them will make it impossible to provide the service and, consequently, to use the ChatBot. Providing other personal data is voluntary and there is no need to provide them in order to respond to queries directed by the ChatBot.
7. Personal data will be processed for the time necessary to achieve the above-mentioned purposes for which they were collected. Your personal data will be processed:
  1. for the purpose of performing the agreement concluded with you for the provision of services by electronic means – for the duration of this agreement, but not longer than for a period of one year from the moment of their acquisition, i.e. sending the inquiry via ChatBot,
  2. for the purposes of pursuing and defending against claims – for a period not longer than the limitation period for claims,
  3. for archiving and backup purposes – for a period of time determined in accordance with Norlys' backup and archiving policy,
  4. on the basis of Norlys' legitimate interest – for the duration of that interest, but no longer than until you have effectively objected to such processing.
8. In the event that the User provides the Service Provider with other personal data, e.g. leaves contact details, the processing of such data is carried out on the terms set out in the Norlys Privacy Policy available on the Service Provider's website.
9. Personal data may be transferred to other recipients, in particular the provider of the ChatBot mechanism, technical infrastructure providers, data analytics providers or other entities from the Administrator's group, if the User's inquiry concerns the products or services of another entity from the Administrator's group or is necessary to pursue common goals by these companies (e.g. organizational and administrative purposes, implementation of joint projects).
10. We use infrastructure whose data processing and storage services are covered by a Data Processing Agreement (DPA), which meets the requirements of the GDPR (including Article 28 of the GDPR), and the ISO/IEC 27001, ISO/IEC 27018, SOC 1, SOC 2 and SOC 3 standards. Data is stored in data centers located in the European Economic Area, with encryption in transit.
11. Personal data may be processed outside the European Economic Area (EEA). Whenever personal data is transferred outside the EEA to countries that do not provide the same or adequate level of protection for personal data as required by the laws in force in Poland, we will ensure that this is done on a valid legal basis and with the safeguards required by law.
12. In connection with the processing of your personal data by the Administrator, you have the right to access your personal data, rectify them, delete them, limit their processing, transfer, object to data processing and file a complaint with the supervisory authority, which is generally the President of the Office for Personal Data Protection.
13. When the User uses the ChatBot, the Administrator collects certain information by means of automatic means, such as cookies and other similar technologies, such as local storage and session storage files. The information collected in this way may include, in particular: browser type, operating system, language, country, as well as information about acceptance of the Terms and Conditions in a given browser profile. The technologies used are of a technical nature and are used to ensure the proper functioning of the ChatBot. As part of the website, the Administrator may also use other cookies. Detailed information on the processing of Users' personal data, including in connection with the use of cookies, can be found in the Norlys Privacy Policy.
Amendment of the Terms and Conditions
1. The Service Provider reserves the right to unilaterally change the provisions of the Terms and Conditions or introduce a new one in the event of:
  1. introducing new or amending existing, generally applicable legal provisions,
  2. changes or the appearance of new interpretations of generally applicable provisions of law as a result of court rulings or decisions, recommendations, guidelines or recommendations,
  3. changes in market conditions,
  4. changes to the terms of provision of the ChatBot service,
  5. introduction by the Service Provider of new services thematically related to the subject of the ChatBot's activity,
  6. expanding the capabilities of the ChatBot,
  7. changes in the manner of using the ChatBot service related to the appearance of new functionalities or the removal of existing ChatBot functionalities, as well as resulting from the way the Service Provider's enterprise operates,
  8. changes in the way the ChatBot service operates, resulting from objective and independent reasons of a technical or technological nature,
  9. the need to correct clerical and accounting errors, as well as to ensure the unambiguity of the provisions of the Terms and Conditions, which do not increase the scope of duties and do not reduce the scope of the User's rights.
2. In the event of exercising the above right, Users will be informed about changes to the Terms and Conditions by placing information about the changes or the new Terms and Conditions in the ChatBot interface.
3. Amendments to the Terms and Conditions shall in no way infringe the rights of Consumers acquired before the date of entry into force of the changes.
Governing Law and Jurisdiction
1. The Terms and Conditions have been prepared on the basis of the provisions of Polish law, in particular the Act of 18 July 2002 on the provision of services by electronic means.
2. Polish law shall apply to all agreements concluded on the basis of these Terms and Conditions.
3. The provisions of paragraph 2 shall not deprive a Consumer who has a habitual residence in the territory of a country other than Poland of the protection granted to him on the basis of the mandatory provisions of the law of that country.
4. Any disputes arising in connection with the provision of services by electronic means shall be resolved by common courts competent for the Service Provider's registered office in Poland, whereby in the case of Consumers having their habitual residence in a country other than Poland, the jurisdiction of the court shall be determined in accordance with the mandatory provisions of the law of that country.
Final provisions
1. None of the provisions of the Terms and Conditions shall limit the rights of the User who is a consumer or sole proprietorship, which he or she is entitled to under the provisions of law. If the existence of a provision restricting the above-mentioned rights is established, the provisions of generally applicable law apply.
2. Within the limits set by mandatory provisions of law, the invalidity of any of the provisions of the Terms and Conditions shall not affect the validity of the remaining provisions of the Terms and Conditions, which shall remain in force.
3. The Terms and Conditions enter into force on the day of their publication.
4. The Terms and Conditions may be available in different language versions. In the event of any discrepancies between the language versions, the Polish version shall prevail.