EPAV DESK · TERMS OF SERVICE

Version 1.0 · Effective from 9 October 2026

Operator: NeriusCognitaren OÜ, registry code 17503018, Sepapaja tn 6, 15551 Tallinn, Harju maakond, Estonia
Support: support@epavdesk.com · Legal: legal@epavdesk.com · Data protection: privacy@epavdesk.com · Abuse reports: abuse@epavdesk.com
Subscriptions are sold by creem (Armitage Labs OÜ, Estonia) as merchant of record.

1. About these Terms

1.1 These Terms are a binding contract between the company you sign up for ("you") and NeriusCognitaren OÜ ("EPAV", "we", "us") for the use of EPAV Desk: the cabinet at my.epavdesk.com, the support Site we run for you, and everything that comes with it. You accept them when you create a cabinet. If you do not accept them, do not create one.

1.2 Documents that go with these Terms. These are part of your contract and are published at https://epavdesk.com/legal:

• the Data Processing Agreement (DPA), with the Sub-processor List: how we process the personal data of your Visitors and Agents for you;
• the Acceptable Use Policy: what EPAV Desk may not be used for;
• the Refund Policy: when money is returned.

Our Privacy Policy and Cookie Policy describe how we handle personal data as a controller (for example your cabinet account) and what the cabinet and the chat store in browsers.

1.3 If documents conflict, this order applies: mandatory law; the DPA for anything about personal data processed for you; these Terms; the Acceptable Use Policy and the Refund Policy; then descriptions in our documentation, the cabinet or our website.

1.4 Your payment is a separate transaction with creem, governed also by creem's Buyer Terms (https://www.creem.io/buyer-terms). They cover the payment only, not your use of EPAV Desk.

1.5 Language. These Terms are written in English. If we publish a translation, the English text prevails.

2. Who may use EPAV Desk

2.1 Businesses only. EPAV Desk is a tool for businesses, organisations and self-employed professionals, to serve their own customers. It is not offered to consumers. By creating a cabinet you confirm that you act for a business purpose, and consumer protection rules that apply only to consumers do not apply. This does not limit any rights a buyer has against creem under its Buyer Terms.

2.2 Authority. The person who creates the cabinet confirms that they are at least 18 and may bind the company named in it. That person is the owner of the cabinet, and we send contractual notices to the email address of the cabinet.

2.3 We may refuse or end a sign-up that is false, automated, or meant to abuse the trial.

3. What EPAV Desk is

3.1 EPAV Desk is a customer support service that we host for you. Every company gets its own installation (the Site), with its own database, not an account inside a shared panel. A Site includes:

• a panel where your agents ("Agents") answer conversations;
• channels: the chat on your website, chat in your mobile app, email, Telegram and WhatsApp;
• an AI assistant that answers the people who contact you ("Visitors") from your knowledge base, and hands the conversation to a human when needed;
• a knowledge base and a public help center;
• a knowledge server that lets your own AI assistant read and edit the knowledge base over MCP;
• an address at <name>.epavdesk.com, which you can change or replace with your own domain.

The cabinet at my.epavdesk.com is where you sign up, see your plan and usage, pay and cancel.

3.2 What EPAV Desk does not do.

a) It is not an emergency service. Do not use it to receive calls for help where life, health or safety is at risk, and tell your Visitors so where that matters.

b) The AI assistant does not give professional advice. It repeats and summarises what is in your knowledge base, and it can be wrong (Section 12).

c) We do not take part in your relationship with your customers. What you promise them through EPAV Desk is your responsibility.

3.3 Changes to the service. We may add, change or remove features. We will not materially reduce the core functions of a paid plan during a period you have already paid for. If we do, and do not restore them within a reasonable time, you may cancel and we refund the unused part of that period.

4. Your cabinet and your Site

4.1 Sign-up. You sign up with the company name, an email address and a password. We send a link to confirm the email address. Until it is confirmed, we send nothing else to it, except a password reset link if you ask for one. We build your Site right after sign-up and hand it over once the email is confirmed.

4.2 Unconfirmed email. If the email address is not confirmed within 7 days of sign-up, the Site built for you is removed without further notice. Confirming later builds a new one.

4.3 Keep access safe. Keep the password of the cabinet and the panel, and any keys you create, secret. You are responsible for what happens under your cabinet and your Site, including what your Agents do. Tell us at once at support@epavdesk.com if you believe someone has gained access without permission.

4.4 Service accounts. Your Site has built-in service accounts and a service role that EPAV uses to set it up, change its address and collect the usage figures shown in your cabinet. Do not edit or delete them; without them we cannot run your Site. The cabinet keeps a copy of the last panel password it issued, which stops working once you set your own.

4.5 Your addresses. The address at <name>.epavdesk.com remains ours; you may use it while your subscription or trial lasts. If you connect your own domain, you manage its DNS. A removed Site is never given to another customer.

5. Trial

5.1 A new Site comes with a 7-day trial, free of charge and without a payment card. The trial starts on the day you confirm your email address, which counts as day 1.

5.2 During the trial the AI assistant works on EPAV's own model, which is free, slower at busy times and without any availability commitment. The cloud AI of the paid plans is not included.

5.3 If you have not paid by the end of day 7, the AI assistant is paused on day 8: the chat and the panel keep working, but the assistant no longer answers. We remind you by email on days 5, 7 and 12. On day 14 the Site is removed with its conversations, contacts and knowledge base, and it cannot be restored. Your cabinet stays; paying later builds a new Site.

5.4 Paying at any time during the trial ends it and switches the plan on at once.

5.5 The trial is provided as it is. Section 21.4 limits our liability for it.

6. Plans and prices

6.1 Plans. There are four plans: Lite, Basic, Ultra and AI chat. They differ in limits: Agent seats, the size of the knowledge base and file storage. All features are available on every plan. AI chat is a plan for a chat answered only by the AI assistant, with the limits of Lite. Annex A sets out the limits.

6.2 AI levels. Each plan comes in three levels: Standard, AI and AI+. They differ only in the monthly budget we spend on cloud AI for your Site (Section 12.6).

6.3 Prices. Prices are monthly, in euros, and exclude VAT. The current prices are shown on our pricing page and in the cabinet, and the price shown at checkout is the price you pay. creem adds VAT where it applies, according to your location and VAT status.

6.4 What the price does not include. Charges of third parties that you choose: your own AI provider, which you pay directly and on which we add nothing; Meta's charges for WhatsApp messages; and the installation of your own AI model on your own hardware, which we quote separately on request.

6.5 Usage is not counted. We do not charge per conversation, message or resolved question. The "requests per day" figure shown for an AI level is a guide to what the budget usually covers, not a limit and not a promise.

6.6 Going over the limits. We never switch anything off or cut anything when you go over a limit. On a paid plan, we email the owner of the cabinet at 80% of the knowledge base and storage limits and when you go over a limit; for Agent seats, when you go over. On Ultra, use above the limits is charged at the overage prices in Annex A, by a separate invoice with a payment link that we email after the end of the month; it is payable within 14 days. On the other plans, we suggest moving to a higher plan instead.

6.7 EPAV mailbox. On a paid plan, your Site can send notifications to Agents through EPAV's mail service instead of your own mail server. To protect delivery for all customers, it has technical sending limits.

7. Payment

7.1 Merchant of record. creem (Armitage Labs OÜ, Estonia) sells the subscription to you in its own name as merchant of record: it takes the payment, issues the invoice and handles VAT. Your card details are entered on creem's page and never reach us.

7.2 Renewal. Subscriptions are monthly and renew automatically every month until cancelled. creem charges the payment method you gave for each new month.

7.3 Moving up. While your subscription is active, you can move to a higher plan or a higher AI level from the cabinet. The change applies at once, creem charges the difference for the rest of the current month, and the new price applies from the next month. A plan cannot be moved down with a button: cancel, and when the paid period ends, buy the plan you want. Lite and AI chat are on the same step; to move between them, do the same.

7.4 Bank transfer. On request at support@epavdesk.com, we can invoice a company for payment by bank transfer. The plan then runs until the date the payment covers.

7.5 Invoices. creem issues invoices electronically and makes them available in its customer portal. You agree to electronic invoices.

7.6 Chargebacks. Write to us before you dispute a payment with your bank; most questions are settled by email. creem's Buyer Terms also ask you to contact creem first. Section 15.1 applies to a chargeback that turns out to be unjustified.

8. If a payment fails

8.1 If a renewal payment fails, everything keeps working for 14 days. The cabinet shows a notice, and we email the owner of the cabinet on the day the payment fails and 3, 7 and 12 days later.

8.2 After 14 days, until payment arrives: notifications to Agents through the EPAV mailbox stop, and the cloud AI budget of your plan is no longer available, so the AI assistant answers on EPAV's own model. Service emails (password resets, invitations, verification codes) keep going. A plan cannot be changed while a payment is overdue.

8.3 If creem stops retrying and ends the subscription, the AI assistant is paused from the next day and the Site is removed 30 days later, as in Section 10.2. In this case we send only the email on the day of the pause, not the other cancellation emails.

9. Price changes

9.1 We may change our prices. New prices apply at once to new subscriptions and to moves to a higher plan.

9.2 A running subscription keeps its price when it renews. If we ever need to change the price of running subscriptions, the new price applies only from a billing month that starts at least 7 days after we email the owner of the cabinet about it. You may cancel before then, and you will not be charged the new price.

10. Cancellation and what happens to your Site

10.1 How to cancel. You can cancel at any time in the creem customer portal, which the cabinet opens for you.

10.2 What happens. Everything keeps working until the end of the paid period. From the next day the AI assistant is paused: the chat and the panel keep working, and you can export your data (Section 11.3). 30 days after the pause the Site is removed with its conversations, contacts and knowledge base, and it cannot be restored. We email the owner of the cabinet when the cancellation is registered, a week before the end of the paid period (unless you cancelled later than that), and on the day of the pause.

10.3 Export on request. If you write to support@epavdesk.com before the removal date, we export the knowledge base and the contacts and send them to the email address of the cabinet.

10.4 Coming back. A new payment before the removal date cancels the countdown and brings the AI assistant back.

10.5 Your cabinet stays after cancellation, so you can come back later. To have the cabinet deleted too, use Section 10.6.

10.6 Deleting your account. You can ask for your account and data to be deleted with the button at the bottom of the cabinet or at support@epavdesk.com. We then cancel the subscription and delete the cabinet account and the Site with its data within 7 days. A short record of the deletion (company name and email address) stays in our event log for up to 400 days (about 13 months), as our Privacy Policy explains.

10.7 Ending by us. We may end your subscription for convenience with 30 days' notice, refunding the unused part of any prepaid period. We may end it at once for a material breach of these Terms or the Acceptable Use Policy that you do not remedy within 14 days of our notice, or without that period where Section 15.1 applies.

10.8 Refunds. Money is refunded only as the Refund Policy and these Terms provide.

10.9 Switching to another provider. This section sets out your rights under Chapter VI of the EU Data Act (Regulation (EU) 2023/2854) when you move to another service or to your own infrastructure.

a) Starting. Tell us at support@epavdesk.com that you want to switch, or only to take your data out and have it erased. There is no notice period: the process starts when we receive your request.

b) Transitional period. For up to 30 days after your request, your Site keeps working as before and these Terms continue to apply. During that time we help you and the provider you authorise with the export, tell you about any known risk to the continuity of the service, and keep your data secure. The contract ends when the switch is complete, or, if you asked only for erasure, at the end of that period.

c) What you can take. All content that you, your Agents and your Visitors put into your Site: conversations with their messages and files, contacts with their details and notes, knowledge base articles and help center content. We provide it in machine-readable formats: JSON through the REST API of your Site and the knowledge base through MCP, or, on request, as files we prepare for you. Data that serves only the internal functioning of EPAV Desk, such as the search index derived from your articles, our software and our own records about your account, is not part of the export; a new provider can rebuild the search index from your articles. Our documentation describes these export methods and the formats of the data, and the Sub-processor List says where the infrastructure that holds your data is located.

d) Retrieval and erasure. After the transitional period, your data remains available for retrieval for at least 30 more days. After that, we erase all exportable data of your Site, as Section 11 of the DPA describes.

e) No switching charges. We do not charge for switching or for exporting your data. Fees remain due only for the time your plan actually runs.

11. Your data

11.1 It stays yours. You keep all rights in the content of your Site: conversations, contacts, files and knowledge base ("Your Data"). You give us a non-exclusive, worldwide, royalty-free licence to host, copy, process, transmit and display Your Data only as needed to provide EPAV Desk to you, and for the periods described in these Terms.

11.2 Personal data. We process personal data in Your Data as your processor under the DPA. You are responsible for having a lawful basis for it and for informing your Visitors and Agents.

11.3 Export. You can take Your Data out at any time: the whole knowledge base through your own AI assistant over MCP, a conversation with "Download transcript", the data of one contact with "Export data", and conversations, messages and contacts in bulk through the REST API of your Site.

11.4 No training. We do not use Your Data to train or fine-tune AI models, and we do not sell it.

11.5 Usage figures. We read usage figures from your Site to run the service and show them in your cabinet: number of Agents, size of the knowledge base, counts of conversations, messages and ratings, and for each handover to a human or unanswered question its reason, time and the Visitor's last message, shortened to 300 characters. Our staff can see these figures. We may also use anonymous, aggregated figures that do not identify you, your Visitors or Agents, to improve EPAV Desk.

11.6 Backups. Before each update of your Site we take a copy of its database, and if the new version does not start, the Site returns to the previous version by itself. We do not otherwise promise backups of your Site. Export Your Data regularly if you need your own copy.

12. The AI assistant

12.1 How it answers. The assistant answers Visitors from your knowledge base. It looks up the matching articles every time; it is not trained on them. When it cannot answer, or a Visitor asks for a human, it hands the conversation to your Agents. On the AI chat plan there is no handover: the assistant tells the Visitor that only the AI assistant answers in this chat. It may also use the tools and actions you connect to it.

12.2 It can be wrong. Answers are produced by AI models and may be inaccurate, incomplete or out of date, even when your knowledge base is right. You are responsible for your knowledge base, for the settings and tools you give the assistant, and for checking how it answers your customers. Do not let it decide matters that need a human, such as legal, medical or financial advice, or decisions with legal or similarly significant effects on a person.

12.3 It says it is an AI. In the chat, the mobile app, Telegram and WhatsApp, the assistant's first message tells the person that they are chatting with an AI assistant; this cannot be switched off. In email the assistant's replies do not carry this notice yet: if you let it answer email, tell your correspondents, for example in your email signature. Do not configure the assistant to claim to be a human, and do not hide or remove the notice.

12.4 Roles under the EU AI Act. For the AI assistant of EPAV Desk, EPAV is the provider of the AI system, the companies whose models it uses are the providers of those models, and you are the deployer: you decide where and how the assistant is used, and you keep human oversight of it. Do not use EPAV Desk for purposes that the EU AI Act prohibits or classifies as high-risk.

12.5 Learning from resolved conversations. When a conversation is resolved, the assistant may draft a question and answer for your knowledge base from it. A draft becomes an article only if you approve it, and you can switch this off in your Site.

12.6 Cloud AI and its budget. On a paid plan, the assistant uses our cloud AI while the monthly AI budget of your level lasts; the budget is renewed with each paid month and does not carry over. When it is used up, by default EPAV's own model answers, at no extra charge. You can choose instead that only your own AI providers answer, and without them conversations go to your Agents. On the AI chat plan, that choice is not available. The cabinet shows how much of the budget is used.

12.7 Models change. We may change the cloud AI models and hosts we use, to keep quality, price and availability. Where this changes a Sub-processor, the DPA applies.

12.8 Your own AI provider. You can connect your own AI provider with your own key in your Site. It then processes the conversations it answers under its own terms, and you pay it directly.

13. Channels and other services you connect

13.1 Telegram, WhatsApp (Meta), your mail server, Confluence, shops and calendars, and any other service you connect are provided by third parties under their own terms. You must have an account with them, accept their terms and follow their policies, including the WhatsApp Business Messaging Policy and Meta's rules on templates and the 24-hour reply window.

13.2 Their charges are yours. From 1 October 2026 Meta charges for replies in WhatsApp by its own price list; we add nothing to them.

13.3 These services may change, limit or stop what they offer, or suspend your account with them, at any time. We are not responsible for that. If it happens, the rest of EPAV Desk keeps working and the subscription fee stays due.

14. Acceptable use

14.1 You must use EPAV Desk lawfully and in line with the Acceptable Use Policy, and make sure your Agents do. A breach of the Acceptable Use Policy is a breach of these Terms.

14.2 EPAV Desk hosts content that you publish, such as your help center. If we receive a notice that content on your Site is illegal, we may forward it to you, ask you to act, and act ourselves as the law requires. Reports go to abuse@epavdesk.com.

15. Suspension

15.1 We may suspend all or part of your Site or cabinet at once if this is needed to stop a security threat, serious harm to Visitors, other customers or our service, a breach of the law, or a serious breach of the Acceptable Use Policy, or if a payment was disputed without justification.

15.2 We tell you why, and where possible before we act. We limit the suspension to what is needed and lift it once the reason is gone. Suspension under Section 8 for non-payment works as described there.

16. Availability, updates and support

16.1 No availability agreement. We use reasonable efforts to keep EPAV Desk available and working, but we do not guarantee uninterrupted operation, and there is no separate availability agreement. EPAV Desk runs on Railway infrastructure, whose status is published at https://status.railway.com. EPAV's own AI model has no availability commitment at all.

16.2 When AI does not answer. If neither the cloud AI of your plan nor EPAV's own model can answer, the Visitor is told that a colleague will reply, and the conversation goes to your Agents; on the AI chat plan, the Visitor is asked to try again later. For full cover, add your own AI provider as a backup in your Site.

16.3 Updates. We operate the software of your Site and install its updates. Before an update we take a copy of the Site's database, and if the new version does not start, the Site returns to the previous version by itself.

16.4 Support. Write to support@epavdesk.com. We aim to reply within one business day. Our documentation is at https://docs.epavdesk.com.

16.5 Beta features. Features we mark as beta or preview are provided as they are, may change or end without notice, and are excluded from Sections 3.3 and 16.1.

17. Open-source software and our software

17.1 The panel of your Site is based on the open-source help desk Libredesk and is licensed, with EPAV's changes, under the GNU Affero General Public License version 3. Your Site offers its source code at the "Source code" links on its pages and at /source. Nothing in these Terms limits your rights under that licence for that software.

17.2 The cabinet, the AI gateway, the knowledge server and the chat widget with its designer are EPAV's own proprietary software. You may use them only as part of EPAV Desk, during your subscription or trial.

17.3 Unless the law or an open-source licence allows it, do not copy, resell, sublicense or reverse engineer EPAV's proprietary software, and do not use EPAV Desk to build a competing service.

17.4 The chat shows "Powered by EPAV Desk" with a link to epavdesk.com. You can hide it with a switch in the chat settings.

17.5 Feedback. If you send us suggestions, we may use them freely and without obligation to you.

18. Confidentiality

18.1 Each side keeps confidential what it learns about the other that is not public, such as non-public business information and, for us, the content of your Site, and uses it only to perform these Terms. This does not cover information that is or becomes public without fault, was already known, is received lawfully from someone else, or must be disclosed by law (in which case the disclosing side tells the other where the law allows).

18.2 This duty continues for 3 years after the contract ends, and for Your Data for as long as we hold it.

18.3 References. We do not name you as a customer or show your logo without your consent.

19. Your promises

You promise that: the information you give us is accurate; you have the rights and lawful basis needed for Your Data and for what you ask EPAV Desk to do with it; and your use of EPAV Desk, including what the assistant tells your Visitors from your knowledge base, does not break the law or anyone's rights.

20. What we promise and what we do not

20.1 We provide EPAV Desk with reasonable care and skill, as described in these Terms and our documentation.

20.2 Beyond that, and as far as the law allows, EPAV Desk is provided as it is and as available. We do not promise that it will meet every need, be free of errors, or that AI answers will be correct.

21. Liability

21.1 What is never limited. Liability for death or personal injury, for fraud, for intentional or grossly negligent breach, and any other liability that the law does not allow to be limited.

21.2 What we are not liable for. Subject to 21.1: indirect or consequential loss; loss of profit, revenue, business, goodwill or opportunity; the content of AI answers and what Visitors or you do because of them; acts and failures of third-party services you connect (Section 13) and of your own AI provider; loss of data you could have exported and kept (Sections 11.3 and 11.6), unless we caused it by breach; and failures caused by events beyond reasonable control, such as failures of public networks or power, cyber attacks, failures of our hosting provider's infrastructure, epidemics, war or acts of authorities.

21.3 The limit. Subject to 21.1, our total liability in any 12 months is limited to what you paid us for EPAV Desk in the 12 months before the event that caused it.

21.4 Trial. For a trial, or any time when you have paid nothing, our total liability is limited to EUR 100.

21.5 Your liability to us. You compensate us for claims of third parties, fines and reasonable legal costs that arise from Your Data, from your breach of these Terms or the law, or from your use of channels and services you connect, except where we caused them.

21.6 These limits also apply to the DPA, as Section 14 of the DPA says. Nothing here limits the rights of data subjects under the GDPR.

22. Changes to these Terms

22.1 We may change these Terms to reflect changes in the law, in EPAV Desk, in our suppliers or in our business. We email the owner of the cabinet about a change at least 15 days before it takes effect and publish the new version with its date.

22.2 If a change materially reduces your rights, you may cancel before it takes effect, and we refund the unused part of any prepaid period.

22.3 A change required by law, or needed at once to counter a security threat or abuse, may take effect sooner.

22.4 Continuing to use EPAV Desk after a change takes effect means accepting it. Changes to prices follow Section 9, and changes to the DPA and the Sub-processor List follow the DPA.

23. Final provisions

23.1 Notices. We send notices to the email address of the cabinet; you send them to legal@epavdesk.com or our registered address. Email is treated as received on the next business day.

23.2 Transfer. We may transfer this contract to a company that takes over EPAV Desk, in a merger, reorganisation or sale of the business, provided your rights are not reduced; we will tell you. You may transfer it only with our written consent.

23.3 Law and courts. These Terms are governed by Estonian law. Disputes go to Harju County Court (Harju Maakohus), Tallinn. Before going to court, both sides first try to settle a dispute by email in good faith for 30 days.

23.4 The rest. If a provision is invalid, it is changed as little as needed to make it valid, or removed, and the rest stands. Not enforcing a right is not giving it up. These Terms with the documents in 1.2 are the whole agreement about EPAV Desk. Sections 11, 17, 18, 21 and 23, and anything else that by its nature should, survive the end of the contract.

23.5 Contact. NeriusCognitaren OÜ · Sepapaja tn 6, 15551 Tallinn, Harju maakond, Estonia · support@epavdesk.com

Annex A · Plans and limits

The values below are the standard ones at the date of this version. The current prices are shown on our pricing page and in the cabinet before you pay, and changes follow Section 9.

A "piece" is a part of an article as the knowledge base splits it for search.

Standard monthly prices, in euros, excluding VAT

Overage on Ultra, per month, excluding VAT. Each started step is charged in full.