Terms and Conditions
Last updated: September 25, 2026
These Terms and Conditions ("Terms") govern the use of the Flatzer platform and associated services. By registering or using Flatzer, you agree to be bound by these Terms. We recommend reading them carefully.
Website owner
In accordance with Article 10 of Spanish Law 34/2002 on Information Society Services and Electronic Commerce (LSSI-CE), the trading name and contact details of the owner of this website and provider of the service are set out below:
Trading name: Flatzer
Contact email: [email protected]
1. Acceptance of terms
By creating an account, accessing, or using Flatzer's services, you confirm that you have read, understood, and accepted these Terms in their entirety. If you do not agree with any of the provisions described herein, you must not use the platform.
Continued use of Flatzer after the publication of changes to these Terms constitutes acceptance of such changes.
2. Definitions
- Service: the Flatzer ecommerce sales assistant, including the web widget, dashboard, and supported channels or integrations that the User enables.
- User: the natural or legal person who registers and uses the platform.
- Agent: the AI sales assistant configured with business and catalogue context to help visitors principally in the web widget and, when enabled, supported channels.
- Plan: the subscription chosen by the User, which determines the features and usage limits of the Service.
- Container: the isolated Docker environment where the User's Agent runs on a VPS server.
- Panel: the web interface through which the User manages the assistant, conversations, configuration, integrations, and subscription.
3. Service description
Flatzer is an ecommerce sales assistant for small and medium-sized businesses. It helps guide visitors and answer catalogue questions principally through a web widget. The Service includes:
- A web widget that the User can embed in an online store.
- Guided assistant configuration based on the catalogue and business context supplied by the User.
- Operation of the assistant in isolated infrastructure managed by Flatzer.
- A dashboard for managing conversations, adjusting configuration, and viewing metrics.
- Supported channels and integrations, such as Google Calendar, only when the User enables them.
- Message processing through external artificial-intelligence providers.
The Service is provided remotely and does not require the User to install server software. Availability of each channel or integration depends on the plan, configuration, and technical compatibility.
4. Registration and accounts
To use Flatzer you need to create an account by providing truthful and complete information. You are responsible for:
- Maintaining the confidentiality of your login credentials.
- All activities carried out from your account.
- Notifying us immediately of any unauthorized use of your account.
You must be of legal age according to the legislation of your country of residence to create an account. Flatzer reserves the right to suspend accounts that provide false information or violate these Terms.
5. Plans, pricing and additional services
The base subscription to the Service is offered in three monthly plans for businesses —Starter, Growth and Pro—, tiered by capacity and included features. The current limits of each plan (messages per month, available channels and infrastructure sizing) and their prices are published in the ordering catalogue:
- Starter — the entry plan to get the assistant selling with the core features of the Service.
- Growth — the intermediate plan, for growing businesses that need more capacity and channels.
- Pro — the top plan, with the highest capacity and the largest infrastructure sizing.
Additional services
When they are made available, features such as conversation scoring or booking management are offered as additional services under separate contract: they are subscribed to and billed independently of the base subscription, and their availability and conditions are published in the ordering catalogue.
A separate product: the Flatzer personal assistant
Flatzer also markets a personal assistant as a product separate from the business plans. It is contracted separately, with its own conditions and prices, and does not form part of the base subscription to the Service.
The prices and limits of each plan may change; the binding information is that published in the ordering catalogue in force at the time of contracting. Amounts are shown in the currency applicable to your market —euros (EUR) by default and US dollars (USD) in non-European markets— and are confirmed, together with the charge currency, before completing the payment.
6. Payments and billing
Payments are processed securely through Stripe. By subscribing, you authorize Flatzer to charge the amount of the chosen plan on a recurring monthly basis. Additional services you contract separately are billed independently of the base subscription.
- The subscription renews automatically at the end of each monthly billing period.
- Invoices are generated automatically and are available from your panel.
- If a payment fails, we will attempt to process it again. If we cannot complete it after several attempts, your subscription may be suspended.
- The final amount and the currency applicable to your market (EUR or USD) are confirmed before completing the payment.
7. Acceptable use
You agree to use Flatzer responsibly and legally. The following are prohibited:
- Sending spam or unsolicited communications through the agents.
- Using the platform for illegal, fraudulent activities or activities that violate third-party rights.
- Distributing content that promotes violence, hatred, discrimination, or the exploitation of minors.
- Attempting unauthorized access to systems, accounts, or data of other users.
- Reverse engineering, decompiling, or manipulating Flatzer's software.
- Using the Service in a way that negatively impacts its performance or availability.
Flatzer reserves the right to suspend or cancel accounts that violate these rules without prior notice.
8. Intellectual property
The Flatzer brand, its logo, platform design, proprietary source code, and associated documentation are the property of Flatzer and are protected by applicable intellectual property laws.
The User retains all rights to the content they provide to configure their Agent (texts, instructions, business data). Flatzer only uses such content to provide the Service.
9. Privacy and data
The processing of personal data is governed by our Privacy Policy. By using Flatzer, you accept the data collection and processing practices described in that document.
We implement technical and organizational security measures to protect your information. Data from conversations held with the agents is stored securely and is accessible only from your panel.
10. Limitation of liability
Flatzer is provided "as is" and "as available," without warranties of any kind, whether express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, and non-infringement.
In no event shall Flatzer be liable for indirect, incidental, special, or consequential damages arising from the use or inability to use the Service.
Flatzer's total liability to the User for any claim related to the Service shall be limited to the amount equivalent to three (3) months of the User's subscription at the time of the claim.
11. Modifications to the service and terms
Flatzer may modify, suspend, or discontinue any aspect of the Service at any time, including the availability of features, channels, or AI providers.
We reserve the right to update these Terms. When changes are significant, we will notify you at least 30 days in advance via the email associated with your account or through a visible notice on the platform.
12. Duration and cancellation
The subscription has a monthly duration and renews automatically at the end of each billing period, unless you cancel before the renewal date.
You may cancel your subscription at any time from your control panel. After cancellation:
- You will have access to the Service until the end of the already-paid billing period.
- When cancellation takes effect, Flatzer removes the Agent runtime, container and volume to stop the service and its cost. Conversations and messages kept in PostgreSQL are retained for the configured retention period —30 days by default, adjustable between 1 and 90 days— after which they are automatically and permanently deleted, or immediately if you request their earlier deletion.
- No partial refunds are issued for unused periods, unless required by the applicable legislation of your country of residence.
13. Governing law and jurisdiction
These Terms are governed by Spanish law. For the resolution of any dispute arising from the use of Flatzer, the parties shall submit to the courts of Spain.
Flatzer provides the Service globally, with a primary focus on the European Union and United States markets. Mandatory consumer-protection rights under the law of your country of residence prevail over these Terms where they cannot be excluded by contract.
14. Contact
If you have questions about these Terms and Conditions or any aspect of the Service, you can contact us at:
This document is an informational template. Before final publication, it should be reviewed by a legal professional with knowledge of the applicable legislation in the countries where Flatzer provides its services.