Terms.

(1) These General Terms and Conditions ("Terms") apply to all contracts between Forge12 Interactive GmbH ("Provider") and its customers regarding use of the platform "SilentChat" ("Platform").

(2) Deviating terms of the customer do not become part of the contract unless the Provider has expressly agreed to their applicability.

(3) These Terms apply exclusively to entrepreneurs within the meaning of § 14 BGB, legal entities under public law, and special funds under public law.

(1) The subject of the contract is the provision of the web-based SilentChat platform for use over the internet (Software-as-a-Service) in the chosen plan.

(2) The scope of features results from the current service description on silentchat.de/features and the chosen plan.

(3) The Provider reserves the right to develop the scope of features, provided this is reasonable and the contractual balance is not significantly disturbed.

(1) The contract is concluded by online registration at app.silentchat.de and confirmation of the email address.

(2) Upon conclusion of the contract, the customer accepts these Terms as well as the Data Processing Agreement (DPA) attached as an annex.

(1) The Provider provides the Platform with an availability of 99.9% on annual average. Maintenance windows are announced at least 48h in advance and are outside business hours (Mon–Fri, 9–18 CET).

(2) On the Enterprise plan the Provider grants a contractually assured availability of 99.95% with service credits per SLA.

(3) The Provider is entitled to extend, adapt, or discontinue features, provided the customer's legitimate interests are not significantly impaired. Material changes are announced at least 4 weeks in advance.

(4) The AI conversation quotas stated in the plan overview apply to conversations of ordinary length. Because a single conversation can become arbitrarily long, the total monthly volume of AI usage is additionally limited (fair use). Once this limit is reached, the AI chatbot pauses until the end of the billing month; all other platform functions — in particular live chat, inbox, tickets and knowledge base — remain unaffected. The provider notifies the customer before such a limitation takes effect, and again once it has.

(1) The customer assures not to use the Platform for unlawful purposes, especially not for spam, fraudulent content, or to infringe third-party rights.

(2) The customer is obliged to keep access credentials secret and to secure them adequately against unauthorized access.

(3) The customer ensures that all content uploaded to the Platform (knowledge base articles, workflow configurations, branding materials) does not infringe third-party rights.

(1) Compensation depends on the chosen plan. Prices are visible on silentchat.de/pricing and are exclusive of statutory VAT.

(2) Billing is monthly or annually in advance by credit card or SEPA direct debit. Invoices are provided in the self-service portal as PDF.

(3) Statutory default interest applies on late payment.

(1) The contract is concluded for an indefinite term. With monthly payment, the notice period is 14 days to the end of the month.

(2) With annual payment, the contract automatically renews for another year unless terminated 30 days before expiration.

(3) The right to extraordinary termination for good cause remains unaffected.

(4) Terminations are possible in text form to billing@silentchat.de or via the self-service portal.

(1) The Provider is liable without limitation for intent and gross negligence.

(2) For simple negligence the Provider is liable only for breach of essential contractual obligations (cardinal duties) and limited to typically foreseeable damage.

(3) Liability per damage event is limited to the net amount paid by the respective customer in the previous year, but at most to EUR 50,000.

(4) Liability for data loss is limited to the typical recovery effort that would have occurred if the customer had made regular and risk-appropriate backups.

(1) Insofar as the Provider processes personal data on behalf of the customer in the context of the Platform, the parties conclude the Data Processing Agreement (DPA) attached as Annex 1.

(2) The DPA is deemed concluded with conclusion of the contract.

(1) The law of the Federal Republic of Germany applies, excluding the UN Convention on Contracts for the International Sale of Goods.

(2) Exclusive jurisdiction for all disputes is Donaueschingen, insofar as legally permissible.

(3) Should individual provisions of these Terms be invalid, the validity of the remaining provisions remains unaffected.