Virtual Customer

Terms of Service

Provider: Valiquest AB · Org.nr 559577-0347 · Stockholm, Sweden Service: Virtual Customer (the Service) Version: v2 — 2026-08-14 Governing law: Swedish law Venue: Stockholm District Court (Stockholms tingsrätt) as court of first instance.

1. About these Terms

1.1 These Terms of Service (Terms) form a binding agreement between you (you, your, or the Customer) and Valiquest AB, a Swedish limited company with corporate identity number 559577-0347 and registered office in Stockholm, Sweden (Valiquest, we, us, or our).

1.2 Virtual Customer is designed and marketed primarily as a business service. The active paid self-service MVP is available only when you act for a company, organisation, sole-trader business, or other professional or business activity. You represent that you are authorised to bind that Customer and "you" refers to it. Private individuals may still create an Account, use a Trial, and use unpaid parts of the Service where the product permits it. Consumer purchases are not currently available through self-service Checkout.

1.3 These Terms apply to all use of the Service, including by your team members, contractors, and any other person who accesses the Service through your account.

1.4 We may update these Terms from time to time. The current version is always available at https://app.virtualcustomer.io/legal/terms-of-service.html. Material changes will be notified at least 30 days in advance via email or in-app notice. Continued use after the effective date constitutes acceptance.

2. Definitions

For these Terms:

3. Account and access

3.1 Account creation. To use the Service you must create an Account using a valid email address. You are responsible for keeping your credentials confidential and for all activity that occurs under your Account.

3.2 Eligibility. A Customer entering these Terms personally must be at least 18 years old. Other individual Users must be at least 16 years old and authorised by their Customer. The Service is not directed at children.

3.3 Team Users. Depending on your Plan, you may invite Users to your Account. You are responsible for: (a) the acts and omissions of your Users; (b) ensuring your Users comply with these Terms; and (c) revoking access when a User no longer needs it.

3.4 Authorised use. You may use the Service for internal business/professional purposes or for an individual evaluation where the signup flow permits it, in accordance with these Terms and our Acceptable Use Policy at /legal/aup.html.

4. Subscription, billing, and payment

4.1 Trial. New Accounts may receive a free evaluation Trial. Trial duration and limits are described in the Service. No payment information is required to start a Trial.

4.2 Trial end. When your Trial ends you have a 7-day grace period during which you may continue to use existing virtual customers but may not create new ones. After grace, your Account moves to read-only mode until you select a paid Plan or you are terminated under section 11.

4.3 Paid Plans. The B2B self-service offer available at this version's effective date is the Solo Plan, billed monthly in advance in USD at the price shown immediately before Checkout. It may be purchased only for a company, organisation, sole-trader business, or other professional or business activity by a person authorised to bind that Customer. Plans, annual billing, currencies, or consumer purchases labelled "Coming soon" are information only and cannot be purchased through self-service Checkout. The current offer is at https://app.virtualcustomer.io/signup-pricing-v2.html.

4.4 Merchant of record. Your checkout will identify the merchant of record for your purchase. Where checkout is provided through Stripe Managed Payments or Link, Stripe/Link acts as merchant of record for the payment transaction and handles payment collection, receipts or invoices, applicable indirect tax, refunds, disputes, and transaction-level payment support as described at checkout and in our Refund Policy at /legal/refunds.html. Your contractual relationship for access to and use of the Service itself remains with Valiquest.

4.5 Auto-renewal and cancellation. A self-service monthly subscription renews automatically each month at the then-current price shown for that Plan. The workspace owner can cancel through Account billing and the Stripe Customer Portal. Cancellation stops the next renewal and takes effect at the end of the already-paid billing period; access continues until that date. Cancellation does not itself create a refund for unused time. See the Refund Policy at /legal/refunds.html.

4.6 Payment failures. If a payment fails, we will attempt to notify you and retry the charge. You will retain access during a 7-day "past-due" grace period. If payment is not collected by the end of grace, your Subscription may be paused or terminated under section 11.

4.7 Taxes. Prices are shown exclusive of applicable taxes (VAT, sales tax, or equivalent) unless checkout states otherwise. The active merchant of record calculates and adds applicable tax at checkout based on your billing details and the tax rules that apply to the transaction.

4.8 Plan changes. Self-service plan switching and annual conversion are not available in the initial release. The Account billing page identifies every currently available action. Contact info@virtualcustomer.io before purchase if you need another procurement route.

4.9 Mandatory rights. The active paid self-service MVP is B2B-only and does not offer consumer Checkout. If a Customer or transaction is nevertheless legally treated as a consumer purchase despite that restriction, mandatory consumer law applies and nothing in these Terms excludes or limits those rights.

5. Customer Content and your responsibilities

5.1 Ownership. As between you and Valiquest, you retain all rights, title, and interest in and to your Customer Content, including your inputs and any AI Outputs generated for you.

5.2 Licence to us. You grant Valiquest a worldwide, non-exclusive, royalty-free licence to host, store, transmit, process, and display your Customer Content solely as necessary to provide and improve the Service for you. This licence ends when your Customer Content is deleted from the Service in accordance with section 12.

5.3 No use for general model training. We will not use your Customer Content to train general-purpose foundation models for use outside your Account. We may use de-identified, aggregated usage signals (for example, error rates, feature usage counts) to operate, secure, and improve the Service.

5.4 Your responsibilities. You are responsible for: (a) the legality, accuracy, and appropriateness of your Customer Content; (b) obtaining any consents, licences, or permissions required to upload or process Customer Content (including from any individuals whose personal data appears in it); (c) configuring access permissions appropriately; and (d) reviewing AI Outputs before relying on them in any decision affecting individuals or your business.

5.5 Prohibited content. You may not upload Customer Content that violates our Acceptable Use Policy, infringes third-party rights, or contains malware. We may remove or restrict access to such content without notice.

5.6 Personal data. Where Customer Content includes personal data within the meaning of the GDPR, our Data Processing Addendum at /legal/dpa.html applies. In that DPA we act as processor for Customer Content; we act as controller for the limited account, billing, and security data we process about you and your Users.

6. AI Outputs and limitations

6.1 Nature of AI Outputs. The Service uses third-party large language models (currently from OpenAI, Anthropic, and Google) to generate AI Outputs. AI Outputs are probabilistic and may be inaccurate, incomplete, or unsuitable for a particular purpose.

6.2 No reliance for high-risk decisions. You agree not to use the Service or its AI Outputs as the sole basis for: (a) decisions with legal or significant similar effects on individuals (employment, credit, insurance, housing, education, government benefits); (b) medical, legal, or safety-critical advice; or (c) any use prohibited by applicable law (including the EU AI Act).

6.3 Human review. You will exercise human review of AI Outputs before acting on them. You are responsible for any decisions you make based on the Service.

6.4 Transparency. Where required by Article 50 of the EU AI Act, the Service informs Users that they are interacting with an AI system and marks AI-generated content. Further detail is in our AI Use Disclosure at /legal/ai-use.html.

7. Intellectual property

7.1 Our IP. The Service, including the platform, software, models we develop, documentation, branding, and trademarks, is owned by Valiquest or our licensors. Subject to your compliance with these Terms, we grant you a non-exclusive, non-transferable, revocable right during your Subscription Term to access and use the Service for your internal business purposes.

7.2 Restrictions. You may not (and may not permit any third party to): (a) reverse engineer, decompile, or attempt to discover the source code of the Service; (b) sell, resell, sublicense, or otherwise commercially redistribute the Service; (c) use the Service to develop a competing product; (d) circumvent any usage limits or access controls; or (e) remove or modify any proprietary notices.

7.3 Feedback. If you provide feedback or suggestions about the Service, we may use them without restriction or compensation.

7.4 Trademarks. "Virtual Customer" and the Valiquest logo are trademarks of Valiquest AB. You may not use them without our prior written consent, except to identify your use of the Service.

8. Confidentiality

8.1 Definition. Confidential Information means non-public information disclosed by one party (the "Discloser") to the other (the "Recipient") that is identified as confidential or that should reasonably be understood to be confidential. Customer Content is your Confidential Information.

8.2 Obligation. The Recipient will: (a) use Confidential Information only to exercise rights and perform obligations under these Terms; (b) protect Confidential Information using at least the same care as it uses for its own confidential information of a similar nature, but no less than reasonable care; and (c) limit access to Confidential Information to personnel who need it and are bound by confidentiality obligations no less protective than those in this section.

8.3 Exclusions. The obligations in section 8.2 do not apply to information that: (a) is or becomes publicly known through no fault of the Recipient; (b) was known to the Recipient before disclosure; (c) is rightfully received from a third party without confidentiality obligations; or (d) is independently developed without use of Confidential Information.

8.4 Compelled disclosure. The Recipient may disclose Confidential Information if required by law, court order, or regulator, provided that, where lawful and practicable, it gives the Discloser prompt notice and reasonable cooperation to seek protective measures.

9. Warranties and disclaimers

9.1 Mutual warranties. Each party represents and warrants that it has the legal authority to enter into and perform its obligations under these Terms.

9.2 Customer warranty. You represent and warrant that: (a) your use of the Service complies with these Terms and applicable law; and (b) your Customer Content does not infringe third-party rights or violate the Acceptable Use Policy.

9.3 Service warranty. We will provide the Service with reasonable care and skill in accordance with industry practice. To the maximum extent permitted by law and except as expressly stated in these Terms, the Service is provided "as is" and "as available", without warranties of any kind, whether express, implied, or statutory, including any implied warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, or that the Service will be uninterrupted, error-free, or free of harmful components.

9.4 No guarantee of AI Outputs. Without limiting section 9.3, we do not warrant that AI Outputs will be accurate, complete, current, lawful, or suitable for any particular purpose.

9.5 Mandatory consumer rights. The paid self-service MVP is restricted to business and professional purchases. Nothing in these Terms excludes or limits consumer or other rights that cannot lawfully be excluded or limited if a Customer or transaction is nevertheless legally classified differently.

10. Indemnities and liability

10.1 Our IP indemnity. We will defend you against any third-party claim alleging that the Service, when used in accordance with these Terms, infringes that third party's intellectual property rights, and we will pay any damages or settlement amounts finally awarded against you in respect of such claim. Our liability under this section 10.1 is capped at three (3) times the fees you paid under these Terms in the twelve (12) months preceding the claim.

10.2 Indemnity exclusions. Section 10.1 does not apply to claims arising from: (a) Customer Content (including AI Outputs generated in response to your inputs); (b) modification of the Service by anyone other than us; (c) combination of the Service with anything not provided by us; or (d) use of the Service in violation of these Terms or applicable law.

10.3 Your indemnity. You will defend, indemnify, and hold harmless Valiquest against any third-party claim arising from: (a) Customer Content; (b) your use of AI Outputs; (c) your breach of these Terms; or (d) your violation of applicable law.

10.4 Liability cap. Except for liabilities that cannot be limited under applicable law, each party's total aggregate liability arising out of or related to these Terms is limited to the fees you paid (or were due to pay) for the Service in the twelve (12) months preceding the event giving rise to liability.

10.5 Excluded losses. Except for the indemnity obligations in this section 10, neither party will be liable for any indirect, incidental, special, consequential, or exemplary damages, including loss of profits, revenue, business, goodwill, or anticipated savings, even if advised of their possibility.

10.6 Carve-outs from cap. The cap in section 10.4 does not apply to: (a) breaches of confidentiality (section 8); (b) the indemnity obligations in this section 10 (which are subject to the separate cap in section 10.1 where applicable); (c) infringement of the other party's intellectual property rights; or (d) liabilities that cannot be limited under applicable Swedish law.

10.7 Time bar. Any claim under these Terms must be brought within two (2) years of the date the cause of action accrued, or such longer period as is required by mandatory law.

10.8 Service credits and refunds. Any service credit, refund, or similar remedy expressly stated in the Refund Policy, a signed order form, or a separate service-level agreement is the contractual remedy for the specific outage, billing, or support issue it addresses. It does not increase the liability cap in section 10.4 or create an entitlement to indirect or consequential damages, except where mandatory law requires otherwise.

11. Term and termination

11.1 Term. These Terms apply from the date you first accept them and continue until your Account is closed or terminated under this section.

11.2 Termination for convenience. You may close your Account at any time from the Account settings. We may terminate these Terms with thirty (30) days' notice if we cease to offer the Service, accompanied by a pro-rata refund of any prepaid fees for the unused portion of your then-current term.

11.3 Termination for cause. Either party may terminate these Terms with immediate effect by written notice if the other party: (a) materially breaches these Terms and fails to cure within thirty (30) days of written notice (or immediately, where the breach cannot be cured); or (b) becomes insolvent, files for bankruptcy, or makes a general assignment for the benefit of creditors.

11.4 Termination by us for misuse. We may suspend or terminate your Account immediately, without liability, if we have a reasonable belief that you have violated the Acceptable Use Policy, are using the Service to harm others, or that continued service would expose us to legal or reputational risk. Where reasonably practicable we will give notice and an opportunity to cure.

11.5 Effect of termination. On termination: (a) your right to access the Service ends; (b) you may export your Customer Content for thirty (30) days following termination, after which we will delete it in accordance with our Privacy Policy; (c) any fees prepaid for periods after termination will be refunded only if termination was for our material breach; and (d) sections 5.1, 7, 8, 9.3 – 9.4, 10, 11.5, 12, and 14 survive.

12. Data deletion and retention

12.1 Active Accounts. While your Account is active, your Customer Content is retained as long as you keep it.

12.2 After cancellation. Following cancellation or termination, Customer Content is retained in read-only export form for thirty (30) days, then permanently deleted from our active systems. Backups are overwritten on a rolling cycle of up to ninety (90) days.

12.3 Account, billing, and security data. We retain a limited set of account, billing, and security records (for example, invoices and audit logs) for as long as required by Swedish accounting law and our legitimate interests in security, fraud prevention, and dispute resolution. Detail in our Privacy Policy.

12.4 Earlier deletion on request. Subject to legal retention obligations, you may request earlier deletion at any time by contacting info@valiquest.com.

13. Service changes and beta features

13.1 Service evolution. We may add, modify, or discontinue features of the Service from time to time. We will not make material adverse changes to a Plan you are currently subscribed to without at least thirty (30) days' notice.

13.2 Beta features. Features marked "beta", "preview", or similar are provided for testing only. They may be modified or removed at any time and are excluded from the Service warranty in section 9.3.

14. General

14.1 Governing law. These Terms are governed by the laws of Sweden, excluding its conflict-of-laws rules.

14.2 Venue. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the Stockholm District Court (Stockholms tingsrätt) as court of first instance, save that either party may seek interim relief in any court of competent jurisdiction.

14.3 Mandatory consumer venue. If you are a consumer, section 14.2 does not deprive you of a right to bring proceedings in your country of residence where mandatory law grants that right.

14.4 Force majeure. Neither party is liable for failure or delay caused by events beyond its reasonable control, including natural disasters, war, civil unrest, labour disputes, network or power outages affecting third parties, and acts of government.

14.5 Notices. Notices to Valiquest must be sent to info@valiquest.com. Notices to you may be sent to the email address associated with your Account or posted in the Service.

14.6 Assignment. You may not assign or transfer these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, reorganisation, or sale of substantially all our assets, on notice to you.

14.7 Entire agreement. These Terms, together with the Acceptable Use Policy, Privacy Policy, DPA (where applicable), AI Use Disclosure, Refund Policy, Subprocessor List, any signed order form, any separate service-level agreement or service credit schedule, and any signup acknowledgement, constitute the entire agreement between you and Valiquest regarding the Service and supersede any prior or contemporaneous agreements.

14.8 No waiver. A failure or delay by either party to exercise any right under these Terms is not a waiver of that right.

14.9 Severability. If any provision of these Terms is held unenforceable, the remaining provisions remain in full force.

14.10 Independent contractors. The parties are independent contractors. These Terms do not create a partnership, joint venture, agency, or employment relationship.

14.11 No third-party beneficiaries. These Terms do not create any rights for any third party.

Contact

Valiquest AB Org.nr 559577-0347 Stockholm, Sweden Email (general): info@virtualcustomer.io Email (legal): info@valiquest.com Email (privacy / DSARs): info@valiquest.com Email (security): info@valiquest.com Phone: +46 72 222 98 51