1. Introduction

Last Updated: December 14, 2025

These Terms of Service ("Terms") govern your access to and use of Reaktly's AI engagement platform and related services (collectively, the "Services"). By accessing or using our Services, you agree to be bound by these Terms.

Reaktly is operated by Skander Ben Abdelmalak with offices at Esinger Str. 17, 25436 Tornesch, Germany.

2. Definitions

"Platform" means the Reaktly AI engagement software, including IQ Knowledge Base, Chat Widget, and all related tools and APIs.

"Customer" means the entity or individual that has entered into a subscription agreement with Reaktly.

"End User" means individuals who interact with the Platform through a Customer's implementation.

"Partner" means agencies, resellers, or affiliates who resell or white-label the Services.

"Content" means data, text, images, or other materials uploaded to or generated by the Platform.

"Subscription" means the paid plan selected by Customer, as described in the Order Form or pricing page.

3. Scope of Services

3.1 Platform Access Reaktly provides a cloud-based SaaS platform that enables Customers to:

Deploy AI-powered chat interfaces

Manage knowledge bases

Integrate with third-party systems

Configure multi-tenant environments (for Partners)

3.2 Service Levels We commit to maintaining 99.9% uptime for the Platform, measured monthly, excluding scheduled maintenance windows.

3.3 Support Standard support is provided via email during business hours (CET/CEST). Premium support options are available per separate agreement.

3.4 Updates & Maintenance We continuously improve the Platform. Updates are deployed automatically. Scheduled maintenance is announced 48 hours in advance.

4. User Accounts

4.1 Registration You must provide accurate, current information during registration. You are responsible for maintaining the confidentiality of your account credentials.

4.2 Account Types

Admin Accounts: Full access to Platform configuration

Editor Accounts: Content management access

Viewer Accounts: Read-only access

4.3 Account Security You must notify us immediately of any unauthorized access. We recommend enabling two-factor authentication.

5. Subscription & Payment

5.1 Fees Subscription fees are specified in your Order Form or on our pricing page. All fees are exclusive of taxes.

5.2 Billing Cycle Subscriptions are billed monthly or annually in advance. Annual subscriptions receive a discount.

5.3 Payment Methods We accept credit cards, SEPA direct debit, and wire transfers (for annual subscriptions only).

5.4 Late Payment Accounts with overdue payments for more than 14 days may be suspended. A late fee of 1.5% per month applies to unpaid balances.

5.5 Refunds Fees are non-refundable except where required by law or as explicitly stated in these Terms.

6. White-Label & Reseller Terms

6.1 Partner Program Partners may resell the Platform under their own branding, subject to a separate Partner Agreement.

6.2 Multi-Tenant Access Partners receive dedicated tenant management capabilities, including:

Custom domain mapping

Brand customization

Isolated data environments

6.3 Partner Responsibilities Partners are responsible for:

Managing their end customer relationships

Providing first-level support to end customers

Ensuring end customers comply with these Terms

6.4 Revenue Share Pricing and revenue-sharing terms are defined in the Partner Agreement.

7. Data Processing

7.1 Data Ownership You retain all rights to Content you upload. We do not claim ownership of your Content.

7.2 Data Processing Agreement Our data processing terms are governed by our Data Processing Agreement (DPA), which incorporates EU Standard Contractual Clauses.

7.3 Data Location Customer data is stored in EU-based data centers (Frankfurt, Germany) unless otherwise agreed.

7.4 Data Security We implement industry-standard security measures, including encryption at rest and in transit, regular security audits, and access controls.

7.5 Data Retention Active data is retained for the duration of your subscription. After termination, data is retained for 30 days before permanent deletion.

8. Intellectual Property

8.1 Platform Rights Reaktly retains all rights, title, and interest in the Platform, including all software, algorithms, and documentation.

8.2 Customer Content You grant us a limited license to host, process, and display your Content solely to provide the Services.

8.3 Feedback If you provide suggestions or feedback, we may use it without obligation or compensation.

8.4 Trademarks Neither party may use the other's trademarks without prior written consent, except as necessary to perform under these Terms.

9. Warranty & Liability

9.1 Service Warranty We warrant that the Platform will perform substantially as described in our documentation.

9.2 Disclaimer THE SERVICES ARE PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

9.3 Limitation of Liability TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY SHALL NOT EXCEED THE FEES PAID BY YOU IN THE 12 MONTHS PRECEDING THE CLAIM.

9.4 Excluded Damages WE ARE NOT LIABLE FOR INDIRECT, INCIDENTAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES.

9.5 Indemnification You agree to indemnify us against claims arising from your use of the Services in violation of these Terms or applicable law.

10. Term & Termination

10.1 Term These Terms begin when you first access the Services and continue until terminated.

10.2 Subscription Period Subscriptions renew automatically unless canceled at least 7 days before renewal.

10.3 Termination for Cause Either party may terminate if the other materially breaches these Terms and fails to cure within 14 days of notice.

10.4 Effect of Termination Upon termination:

Access to the Platform is revoked

Outstanding fees become immediately due

You may export your Content within 30 days

11. Changes to Terms

We may modify these Terms with 30 days' notice. Continued use after changes constitutes acceptance. Material changes will be highlighted in the notification.

12. Governing Law

These Terms are governed by German law. Exclusive jurisdiction is in Hamburg, Germany. For consumer contracts, mandatory consumer protection laws apply.

13. Contact

For questions about these Terms:

Reaktly Skander Ben Abdelmalak, Esinger Str. 17, 25436 Tornesch, Germany

Email: legal@reaktly.com Phone: +49 15256