Terms of Service
Effective Date: 30 June 2025
These Terms of Service ("Terms") govern your access to and use of the services provided by Matique SAS ("Matique", "we", "us"). By using our services, you agree to these Terms.
1. About Matique
Matique SAS is a company based in Paris, France. Services are offered to business clients only. Individual end-users (including consumers) may interact with the services on behalf of those business clients, but are not direct clients of Matique.
2. Acceptance of Terms
By accessing or using our services, you confirm that you act as a business user (not a consumer) and are authorized to bind your company or organization to these Terms. If you are an individual using Matique’s services (i.e., not through a business client), you should contact us before use. Matique provides services exclusively to business clients. As a result, consumer laws such as the right of withdrawal do not apply directly to Matique, but may apply to the business providing the services to you.
You must be of legal age (at least 18 years old) to accept these Terms and access the services.
3. Registration and Access
You must provide accurate, complete, and current information when creating an account. You are responsible for safeguarding your credentials and all activity occurring under your account. Notify us promptly of any unauthorized access or breach. Matique reserves the right to suspend or terminate access at our discretion for security reasons, suspected violations, or misuse.
4. Services Provided
Matique offers SaaS services including AI voice assistants, widgets, bots, APIs, and integrations. You are responsible for your own internet connection, devices, and any third-party services used in conjunction with Matique.
Matique may use general-purpose AI models provided by third parties as part of its services. These third-party providers are responsible for ensuring the compliance of the underlying AI models with applicable laws. Matique implements transparency, usage restrictions, and user disclosures in line with the EU AI Act and related regulations.
Matique provides a platform for managing and deploying AI voice assistants for business use. As of the effective date, the services include:
AI voice assistant for inbound customer interactions via:
webRTC voice conversations
phone calls, inbound
An interface (“Assistants”) to configure and test voice assistants.
Tools interface to input and manage the knowledge used by voice assistants.
Dashboard to view and review past user interactions.
Contact section for managing users engaged by the assistant. CSV export capability.
Booking features for assistants handling appointments.
Configuration options to create voice-enabled rooms or embed assistants on web pages.
Billing panel to monitor credit usage and consumption in real time.
Website-embeddable room for assistant via iFrame
5. Usage Restrictions & Acceptable Use
You agree not to use Matique’s services in any manner that:
· Violates any law, regulation, or third-party rights (including intellectual property and privacy rights);
· Involves illegal, fraudulent, harmful, defamatory, or abusive activities;
· Attempts unauthorized access, reverse engineering, or interference with the service or systems;
· Transmits spam, malware, or unauthorized advertising;
· Breaches telecom, telemarketing, data protection, or advertising laws (including all required consents for call recording and messaging);
· Uses Matique to train competing AI systems or for competitor benchmarking;
· Involves prohibited sensitive uses (healthcare/medical, financial services, legal advice, insurance underwriting, services for minors, political campaigns) unless expressly agreed in writing;
· Uploads or transmits content you do not have the right to use or which violates third-party rights.
You are responsible for obtaining all necessary consents and authorizations to record audio or process personal data using Matique. If you are a business client, you are responsible for ensuring your end-users comply with these Terms.
No use of the service is permitted in embargoed or restricted countries, or by persons on EU, US, or UN sanction lists.
You agree to inform your end-users that they are interacting with an AI system. Matique may display this notice directly through its interfaces or APIs, or may require you to implement it in your own channels. You must not present or misrepresent Matique’s assistant as a human agent.
You agree to ensure that any persistent content generated by Matique’s assistant (including but not limited to transcripts, messages, summaries, or ticket entries) is appropriately labeled as AI-generated, either by Matique or by you if you control the delivery channel.
6. Pricing, Billing and Credit Consumption
6.1 Fees and Billing Cycles
Fees, billing cycles, usage limits, and credit details are available on your account billing page (https://app.matique.co/subscription). All fees are stated in EUR and exclude VAT and applicable taxes unless specified otherwise.
6.2 Invoicing and Payment Methods
Invoices are issued at the start of each billing cycle (monthly or annually) unless agreed otherwise. Payment is collected via credit card or SEPA Direct Debit. For SEPA, you authorize Matique (via Stripe) to debit your account. Invoices are sent to your designated billing contact. Payments are processed by Stripe or a comparable secure third-party provider; Matique does not store payment details.
6.3 Credit-Based Usage
All subscriptions operate on a credit model. Each account holds a balance of credits used to consume Matique services:
· Plan Credits: Credits included with your monthly subscription plan, allocated at the start of each billing cycle. Plan Credits expire at the end of each month and are non-refundable.
· Extra Credits: Credits purchased separately (credit packs) that roll over month to month. Extra Credits are also non-refundable.
Credits are consumed in the following order:
(1) Plan Credits; then
(2) Extra Credits
You can monitor usage and balances in the billing panel.
6.4 Overage Credits (Enterprise Plans Only)
For select Enterprise Plans, Matique may enable Overage Credits—a controlled pay-as-you-go option:
· Overage Credits are only available to enterprise clients whose contract or Order Form specifies this feature.
· If your credit balance (Plan + Extra Credits) reaches zero, you may continue to use services up to a defined weekly cap (the “Maximum Overage Credits”).
Overage usage is billed automatically:
· At the end of each calendar week (Sunday, 23:59 UTC), or
· Immediately, if you reach the weekly cap before Sunday.
The billed overage is calculated as:
· Number of Overage Credits used × Unit Credit Price
· The Unit Credit Price is your plan’s monthly subscription price divided by your monthly Plan Credits allocation.
Your dashboard will display:
· Overage Credits used this week
· The date of the next scheduled overage payment
· Estimated amount to be charged based on current overage usage
6.5 Subscription, Usage and Overage Details
Subscription fees include only the Plan Credits for the current billing cycle. Any usage beyond the included and Extra Credits is billed as Overage Credits (if enabled on your plan). Unused Plan Credits expire at the end of each cycle; Extra Credits remain available as long as your subscription is active. All purchased and overage credits are non-refundable.
6.6 Non-Payment and Service Suspension
Access may be suspended or terminated for overdue payments. All payments are non-refundable and may not be withheld or set-off. Late fees, interest, and collection costs may apply to overdue balances as permitted by law.
6.7 Price and Credit Consumption Changes
Matique may update prices or credit consumption rates with at least 30 days’ written notice. New rates apply to future billing cycles only.
7. Availability and Maintenance
Matique targets 99.5% monthly uptime (excluding planned maintenance and force majeure). This is a target, not a guarantee. Matique is not liable for service interruptions or downtime, except as required by law. We will attempt to provide notice for scheduled maintenance in advance.
8. Support and Changes
Support is available via email and in-app chat. Matique may modify support channels, features, or hours at any time. We reserve the right to add, modify, or discontinue features provided that no such change materially reduces the core functionality of your plan.
9. Intellectual Property and Content Ownership
Matique retains all rights, title, and interest in its platform, software, AI models, and associated IP. You receive a limited, non-exclusive, non-transferable license for internal business use as permitted by these Terms. You may not use Matique’s IP to train a competing product, or remove proprietary notices.
Your Data and Content: as between the parties, you retain all rights to the data, audio recordings, transcripts, text, and other content you or your end-users provide to Matique. You grant Matique a license to host, process, and use your content as needed to provide and improve the services, as described in these Terms, our DPA, and Privacy Policy.
Any feedback or suggestions you provide may be used by Matique royalty-free and without restriction.
10. Data Protection / GDPR
Both parties agree to comply with applicable data protection laws, including EU GDPR and UK-GDPR. The Data Processing Agreement (DPA) applies and governs processing roles and obligations.
Voice input is automatically processed to text in real time as part of delivering the conversational service. This processing is transient and not stored unless the client explicitly enables recording.
Matique only stores audio recordings if explicitly requested by the business client. If no such instruction is given, recordings are deleted after processing.
You are responsible for obtaining any legally required consents for call recording, data capture, or messaging to individuals.
Personal data transfers outside the EEA, where applicable, are protected by appropriate safeguards (such as Standard Contractual Clauses).
Matique aligns its practices with applicable AI regulations, including Regulation (EU) 2024/1689 (Artificial Intelligence Act), for all affected services.
11. Your Data Protection Rights
If you are an end-user whose personal data is processed via a business client of Matique, you may exercise your rights (access, rectification, erasure, portability, objection) by contacting the Controller (i.e. that business client). You may also reach out to Matique at privacy @ matique .co, and we will coordinate with the Controller to address your request.
12. Integrations and Third Parties
Third-party integrations are governed by their own terms. Matique is not responsible for the actions, omissions, or failures of any third-party service. Use of any integration is at your own risk.
13. Termination and Suspension
Either party may terminate with written notice. Matique may suspend or terminate access immediately for breach, non-payment, or security risk.
Matique may also immediately suspend access, without notice, if required by law, if AI misuse or abuse is detected, or to prevent imminent harm.
Upon termination, your right to use the services ceases, but certain provisions (including those on intellectual property, confidentiality, indemnification, and limitations of liability) survive.
14. Indemnification
You agree to indemnify, defend, and hold harmless Matique, its affiliates, directors, officers, employees, and agents from any third-party claim, loss, damage, liability, or expense (including reasonable attorneys’ fees) arising from or related to:
· Your use or misuse of the services;
· Your violation of these Terms or any applicable law;
· Your content, data, or the actions of your end-users.
Matique may assume the defense at its own expense, and you agree to cooperate as required.
15. Warranty Disclaimer
To the maximum extent permitted by law:
· Matique’s services, including all virtual assistants, are provided “as is” and “as available,” without warranty of any kind, express or implied. Matique does not guarantee that the virtual assistant, in any form or channel, will always provide accurate, complete, or current information. The client acknowledges that the virtual assistant is an automated AI-powered system and may provide responses that are inaccurate, incomplete, untimely, misleading, or inconsistent with intended or programmed behavior.
· Matique does not warrant that the services or outputs will be error-free, uninterrupted, secure, or suitable for any particular purpose. The client is solely responsible for verifying the accuracy and suitability of any information or output provided by the virtual assistant before relying on or acting upon it.
· Unless explicitly agreed, Matique does not perform human review of assistant outputs and makes no representation as to their factual accuracy or appropriateness.
16. Limitation of Liability
To the maximum extent permitted by law:
Matique and its affiliates, directors, officers, employees, and agents are not liable for any indirect, incidental, special, punitive, or consequential damages (including lost profits, lost data, loss of business, business interruption, or reputational harm) arising out of or relating to your use of the services, including but not limited to:
a) any information, advice, response, or other content provided by the virtual assistant, whether inaccurate, incomplete, misleading, untimely, or otherwise;
b) any behavior, output, or promise made by the virtual assistant that is inconsistent with its original programming or intended purpose, including but not limited to manipulation, misuse, user testing, or penetration testing;
c) any reliance by you or your end users on responses, actions, or commitments made by the virtual assistant that Matique or the client may not provide, perform, or fulfill.
Matique’s total aggregate liability for any claim (including indemnification) is capped at the fees paid by you to Matique in the six (6) months prior to the event giving rise to the claim, or €100 if no fees were paid.
No liability arises unless you notify us in writing within sixty (60) calendar days of the event.
The client accepts full responsibility and risk for the use of the services and agrees not to hold Matique liable for any damages, whether direct or indirect (including consequential and inconsequential damages), resulting from inaccurate, incomplete, untimely, misleading, or unintended outputs or behaviors of the virtual assistant, regardless of foreseeability or notice.
These limitations do not apply in cases of Matique’s gross negligence, willful misconduct, or breach of essential contractual obligations. Some jurisdictions do not allow the exclusion or limitation of certain damages or liabilities; in such cases, Matique’s liability will be limited to the maximum extent permitted by law.
17. Confidentiality
Each party shall treat the other party’s confidential information with the same care as it does its own confidential information, and not use or disclose it except as necessary to fulfill its obligations under these Terms. Confidential information includes any non-public business, technical, or financial information disclosed by one party to the other, that is designated as confidential or should reasonably be understood as confidential. This excludes information that is publicly available, independently developed, rightfully received from a third party, or required to be disclosed by law.
18. Usage Data and Statistics
Matique may use anonymized, aggregated usage data to improve and analyze the services, provided that no personal or confidential information is disclosed or identifiable.
19. Beta Services
Beta features are provided “as-is” and may be modified or withdrawn at any time. No warranty or support applies to beta features.
20. Complaints / Dispute Resolution
Complaints / Consumer Disputes: if you are a consumer and have a complaint related to your personal data processed via a business client of Matique, you can contact us at privacy@matique.co. For EU consumers, you may also use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.
Dispute Resolution: the parties will attempt in good faith to resolve any dispute arising out of these Terms by prompt negotiation. If no resolution is reached within thirty (30) days, either party may seek resolution as set forth below.
21. Governing Law and Jurisdiction
These Terms are governed by French law. For business clients with a written agreement providing otherwise, the governing law and jurisdiction specified in that agreement will apply. Unless otherwise agreed, the courts of Paris, France have exclusive jurisdiction.
22. Miscellaneous
Severability: If any provision is held invalid or unenforceable, the remainder will remain in effect.
No Waiver: Failure to enforce any provision is not a waiver of that provision.
Assignment: You may not assign or transfer your rights under these Terms without Matique’s written consent. Matique may assign these Terms in connection with a merger, sale, or reorganization.
Entire Agreement: These Terms (and any referenced Order Form, Statement of Work, DPA, and Privacy Policy) constitute the entire agreement between you and Matique regarding the services and supersede all prior agreements or understandings. In case of conflict between these Terms and a signed Order Form, the Order Form prevails for its scope.
No Third-Party Beneficiaries: No person or entity other than you and Matique has any rights under these Terms.
Publicity: Matique may use your name and logo in lists of customers unless you request otherwise. Broader publicity (e.g., case studies) requires your approval (not unreasonably withheld).
Export Compliance: You agree to comply with applicable export laws and regulations. The services may not be used, exported, or re-exported to embargoed countries or prohibited users.
Language: If these Terms are provided in multiple languages, the English version will control in case of conflict.
Contact
Matique SAS
14 rue Vivienne
75002 Paris, France
hello @ matique . co
