AIXEL CRM subscription terms

1. Who we are

The service is provided by AIXEL Solutions S.r.l. (information under article 7 of Legislative Decree 70/2003 and article 49 of the Italian Consumer Code):

Company

AIXEL Solutions S.r.l., limited liability company with a single member (società a responsabilità limitata a socio unico)

Registered office

Via Polidoro da Caravaggio 30B, 20156 Milano (MI), Italy

Tax code and VAT no.

14884460966 (EU VAT IT14884460966)

Companies Register

Milano Monza Brianza Lodi, no. 14884460966 - REA MI-2813180

Share capital

€1,000.00 fully paid in

Email

hello@aixel.solutions

PEC

aixel.solutions@pec.it

You can reach us by email at hello@aixel.solutions, by certified email (PEC) at aixel.solutions@pec.it, by phone on +39 389 632 8284 or by post at our registered office.

2. Definitions

• Service or AIXEL CRM: the CRM software we provide in the cloud, described in article 3.
• Instance: the copy of the Service reserved for the Customer, with its own database separate from every other customer's.
• Customer (also "you"): whoever buys the subscription. The Customer is a consumer when acting for purposes outside their trade, business, craft or profession; otherwise they are a business customer.
• User: each person the Customer gives access to the Instance.
• Plan: Starter, Pro or Enterprise, as described on the AIXEL CRM page at the time of purchase.
• AI assistant: a third-party artificial intelligence assistant chosen by the Customer, for example Claude, ChatGPT or Copilot, that the Customer connects to their Instance.

3. The Service

AIXEL CRM manages contacts, companies, deals with their pipeline, tasks, notes and attachments, with import from CSV files and from other CRMs' exports, and export to CSV. The interface is in Italian, English and French and runs in the browser, also on smartphones as an installable app. The current description of the features is on the AIXEL CRM page.

Each Instance has its own database, separate from every other customer's and hosted in the European Union, and its own web address such as name.crm.aixel.solutions.

You can connect your AI assistant to the Instance. The assistant accesses data with the permissions of the User who connected it, and only after that User's approval. The assistant's provider is a third party you choose: the data the assistant reads or writes is processed by that provider under its terms, within a direct relationship between you and the provider. We do not sell or include subscriptions to artificial intelligence services.

Technical requirements: an up-to-date browser (Chrome, Edge, Firefox or Safari) and an internet connection. Connecting an assistant requires an assistant plan that can connect to external services (connectors).

4. Plans, users and fair use

• Starter: one User only, for individuals and professionals who work alone. The price includes VAT.
• Pro: for business customers only. Includes 5 Users; you can add more, up to 50 in total, at the price shown for each extra User. Beyond 50 Users the Enterprise Plan applies. The price excludes VAT.
• Enterprise: for business customers only. No maximum number of Users, done-for-you setup included (article 10). The price excludes VAT.

The number of Users is the maximum number of Users active at the same time: deactivating a User frees a place. The CRM does not let you exceed the number included in your Plan. To change Plan or number of Users, write to us: the new price applies from the change, prorated for the current period.

Users are people who work for you or with you, such as employees, contractors and agents. You may not resell access to the Service or give it to third parties for their own purposes.

Fair use: each Instance includes up to 8 GB for the database and 20 GB for attachments, ample for normal CRM use. If you need more, we contact you to agree on a solution: we never charge extra without your agreement and never delete data for this reason.

By buying Pro or Enterprise you declare that you are acting for your business and you provide your VAT number. You must be at least 18 to buy any Plan.

5. How the contract is made

You buy online, in these steps:

• on the AIXEL CRM page you choose the Plan, monthly or yearly billing and, for Pro, the number of Users, then press "Buy now";
• the order summary opens with the Plan, the price with taxes, the term and renewal, the date of the first charge and, for consumers, the right of withdrawal; there you accept these terms and the Data Processing Agreement and, if you are a business customer, specifically approve the articles listed in article 23;
• you send the order with the "Order with obligation to pay" button;
• the payment page of Stripe, our payment service provider, opens: for the order already sent you enter your email, billing details, payment method (credit or debit card, Apple Pay or Google Pay) and, if you are a business customer, your VAT number, and confirm.

Before sending the order you can correct any detail in the summary or go back to the AIXEL CRM page; before confirming the payment you can correct the details on Stripe's page. The contract is made when Stripe records the payment method and shows you the confirmation: with this we accept the order sent with the "Order with obligation to pay" button. For the Enterprise Plan paid by bank transfer, the contract is made with our written confirmation of the order.

Right after, you receive a confirmation email with the order summary, the contract code and, as PDFs, these terms and the Data Processing Agreement. We keep the contract and give you a copy on request; payment receipts and history are always available in Stripe's customer portal. The electronic invoice is issued through SDI: Italian businesses receive it at the SDI code or PEC given, private individuals and foreign customers get a copy by email. The contract is drawn up in Italian or English, in the language of the site you use. We do not subscribe to codes of conduct.

Within one working day of the purchase we create your Instance and you receive the email to set your password and sign in. For Enterprise we contact you within the same time to plan the setup.

6. Free trial

The Starter and Pro Plans start with at least 14 days of free trial:

• at purchase you provide a payment method, but we charge nothing;
• the first charge happens on the date shown in the order summary and in the confirmation email, always after the consumer withdrawal period has ended (14 days, extended to the next working day if the last one is a Saturday, a Sunday or a public holiday), with at least one day to spare;
• you can cancel during the trial from the customer portal at no cost: the trial runs to its end date and nothing is charged;
• about 7 days before the trial ends Stripe sends you a reminder email.

The free trial is available once per Customer. The Enterprise Plan has no free trial: it is paid at purchase, because the done-for-you setup starts right away.

7. Prices, payments and invoices

• Prices are those shown on the AIXEL CRM page and on the payment page at the time of purchase. Starter is shown VAT included. Pro and Enterprise are shown excluding VAT, and VAT is added on the payment page; for business customers in other European Union countries with a valid VAT number the reverse charge applies. Yearly billing costs the same as 10 months.
• The subscription is paid in advance at the start of each monthly or yearly period. Payments are handled by Stripe (Stripe Payments Europe, Limited, Ireland): card details never pass through our systems.
• If a charge fails, Stripe emails you and retries automatically for about two weeks. If the last attempt also fails, the subscription ends and article 12 on data applies.
• For every payment we issue an electronic invoice through the Italian Exchange System (SDI). Receipts and payment history are in Stripe's customer portal.
• For the Enterprise Plan you can ask to pay by bank transfer: you receive the invoice with the bank details and the setup starts when the payment arrives.

8. Term, renewal and cancellation

• The subscription lasts one month or one year, according to the billing chosen, and renews automatically for the same period until you cancel it.
• You can cancel at any time from Stripe's customer portal or by writing to us. Cancellation takes effect at the end of the period already paid, until which the Instance stays active. The unused part of the period is not refunded, except where the law or these terms provide otherwise.
• For yearly subscriptions we email you a notice at least 30 days before renewal, with the date and the amount; you can cancel until the day before renewal.
• Consumers with a yearly subscription: if for any reason you do not receive the renewal notice, you may withdraw at no cost at any time until the following expiry, with a refund of the unused part of the period (article 65-bis of the Italian Consumer Code). For monthly subscriptions the date of each renewal is shown in the customer portal and you can cancel until the day before.

9. Consumers' right of withdrawal

If you are a consumer, you may withdraw from the contract within 14 days of its conclusion, without giving any reason and at no cost (articles 52 and following of the Italian Consumer Code). You can do so:

• online, with the "Withdraw from the contract here" function, always available at aixel.solutions/en/crm/recesso, also reachable from the "Withdraw from a contract" link at the bottom of every page of the site, and shown in the confirmation email;
• or by sending us a clear statement, also using the model form at the end of these terms, by email to hello@aixel.solutions, by PEC to aixel.solutions@pec.it or by post to our registered office.

To meet the deadline it is enough to send the communication before the 14 days expire; if the last day is a Saturday, a Sunday or a public holiday, the period ends on the next working day. We confirm receipt of the withdrawal by email without delay, with its content, date and time; if the address given does not match the contract, the confirmation shows your details but not the text of the message.

On withdrawal the subscription ends immediately, access to the Instance is closed and the data is deleted as set out in article 12. Withdrawing within the period costs nothing, because the first charge happens only after the 14 days expire. If for any reason you have already paid, we refund you within 14 days using the same means of payment, at no cost.

By buying you expressly ask us to start the Service immediately, during the withdrawal period. Since we charge nothing in that period, withdrawing within it is always free.

Only consumers have the right of withdrawal. Business customers can cancel as set out in article 8.

10. Support and done-for-you setup

• Support: by email at hello@aixel.solutions on working days. Requests from Pro and Enterprise customers take priority, and Enterprise customers get a dedicated contact person. We answer as soon as we can, with no guaranteed response times.
• Connecting the assistant: for Pro and Enterprise we help you connect your AI assistant, by email or video call.
• Done-for-you setup: included in the Enterprise Plan (worth EUR 1,000 + VAT) and available on request for the other Plans. It covers the initial import of your data from Excel, CSV or another CRM's export, the configuration of the pipeline and settings, connecting your AI assistant and up to two online training sessions of one hour each for your team. Custom integrations and development are excluded; we can offer them separately.

11. Acceptable use and Customer responsibilities

You agree to use the Service in compliance with the law and these terms, and in particular not to:

• enter unlawful content or data you are not entitled to use;
• use the Service for unsolicited commercial communications;
• try to access other customers' Instances or data, get around the Plan limits or the security measures, or deliberately overload the Service;
• resell the Service or give access to people other than the Users.

You are responsible for your Users' credentials and for what they do in the Instance, including what the AI assistant you connect does: the assistant acts with the permissions of the User who authorised it and can read, create, change or delete data as that User. We recommend checking the actions the assistant proposes before approving them.

For the personal data you enter in the CRM, you are the data controller: you are responsible for having a legal basis to process it and for informing the people concerned.

12. Your data

• The data you enter in the Instance remains yours. We process it only to provide the Service, under the Data Processing Agreement, which forms part of these terms: for this data AIXEL is the processor under article 28 of the GDPR and you are the controller. We do not use it for other purposes, do not sell it and do not use it to train artificial intelligence models.
• You can export contacts, companies and deals to CSV at any time. On request we provide a complete copy of the database and attachments.
• When the contract ends, for any reason, access to the Instance is closed and for 30 days you can ask us for the complete copy of the data; before deletion we remind you by email of the date. After 30 days we delete the Instance with all its data; backup copies are deleted automatically within the following 30 days. We keep only the data the law requires us to keep, such as invoices.

13. Suspension

We may suspend access to the Instance, in whole or in part, without notice, only when this is necessary to:

• protect the security of the Service, of your data or of other customers, for example in the event of unauthorised access;
• stop a serious breach of article 11;
• comply with an order of an authority.

We tell you immediately, with the reason, and restore access as soon as the cause is gone.

14. Changes to the Service, prices and terms

• Service: we may add, improve or change features for technical, security or legal reasons or to improve the product, at no extra cost to you. If a change reduces the Service or your access in a more than negligible way, we email you at least 30 days in advance and you may terminate the contract free of charge within 30 days of the notice or of the change, whichever is later, with a refund of the part already paid and not used. For consumers, article 135-vicies semel of the Italian Consumer Code applies.
• Prices: we may change prices for a justified reason, such as higher infrastructure provider costs, inflation or tax or regulatory changes, with an email notice at least 30 days in advance. The new price applies from the first renewal after the notice; if you do not accept it, you can cancel before the renewal at no cost.
• Terms: we may update these terms because of changes in the law, in the Service or in our providers. We email you at least 30 days in advance; changes apply from the next renewal and, if you do not accept them, you can cancel before then at no cost. Changes required by law apply from the date the law sets.

15. Termination by us

We may terminate the contract with at least 60 days' notice by email only for a justified reason: discontinuing AIXEL CRM, or changes in the law or in our providers that prevent us from providing the Service on the same terms. In that case we refund the part already paid and not used, and you can obtain your data as set out in article 12. We may also terminate the contract with immediate effect, by written notice, if you seriously breach article 11 and do not remedy it within 7 days of our request.

16. Legal guarantee of conformity for consumers

If you are a consumer, we are liable for any lack of conformity of the Service that appears during the contract, under articles 135-octies and following of the Italian Consumer Code. In case of a lack of conformity you are entitled to have the Service brought into conformity free of charge within a reasonable time or, if that is not possible or does not happen, to a proportionate price reduction or, if the lack of conformity is not minor, to terminate the contract. We provide the updates, including security updates, needed to keep the Service in conformity for the whole term of the contract. To report a lack of conformity, use the contacts in article 1.

17. Liability

• We provide the Service with the required professional care and with the security measures described in the Data Processing Agreement. The Service also depends on the internet and on third-party providers: we do not guarantee it will always be available and uninterrupted, but we undertake to restore it as soon as possible.
• We are not liable for the operation, content or actions of the third-party AI assistants you connect, nor for changes or deletions of data made by you, your Users or your assistant, unless they result from a defect in the Service or a breach on our part.
• Business customers: except for wilful misconduct or gross negligence (article 1229 of the Italian Civil Code) and cases where the law does not allow limitations, our total liability under the contract is limited to the amount you paid us in the 12 months before the event that caused the damage, and excludes loss of profit and indirect damage.
• Consumers: all rights the law gives you that cannot be limited remain unaffected.

18. Intellectual property

The Service, the software and the AIXEL name and logo belong to AIXEL Solutions S.r.l. or its licensors. The subscription gives you the non-exclusive, non-transferable right to use the Service for the term of the contract, for yourself and your Users. The Service includes open source components, which remain subject to their own licences. The data and content you enter remain yours.

19. Confidentiality

We treat as confidential the information about your business we receive during the contract and use it only to provide the Service. Our staff access the data in the Instance only when needed for support, maintenance or security, as set out in the Data Processing Agreement.

20. Communications and complaints

Communications about the contract are sent to the email given at purchase, which you can change in the customer portal. For complaints, use the contacts in article 1. If a complaint is not resolved directly, we tell you in writing which alternative dispute resolution (ADR) body is competent and whether we intend to take part in the procedure; we have not committed to any specific ADR body.

21. Governing law and jurisdiction

The contract is governed by Italian law. If you are a consumer, the mandatory rules of the European Union country where you live remain unaffected, and disputes go to the court of your place of residence or domicile. Disputes with business customers fall under the exclusive jurisdiction of the Court of Milan.

22. Language

These terms are available in Italian and English. In case of differences, the Italian version prevails; for consumers, the interpretation most favourable to them still applies (article 35 of the Italian Consumer Code).

23. Specific approval (business customers)

Under articles 1341 and 1342 of the Italian Civil Code, the business customer declares that it specifically approves the following articles: 4 (usage limits and ban on resale), 8 (term, automatic renewal and cancellation), 12 (time limit for the copy of the data and deletion), 13 (suspension), 14 (changes to the Service, prices and terms), 15 (termination by us), 17 (limitation of liability) and 21 (exclusive jurisdiction). Approval is given with the dedicated checkbox in the order summary, required for Pro and Enterprise and optional for professionals buying Starter; for the Pro and Enterprise Plans we also ask you to confirm it with the qualified digital signature of your legal representative, on the document attached to the purchase confirmation email.

Annex: model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

• To: AIXEL Solutions S.r.l., Via Polidoro da Caravaggio 30B, 20156 Milano (MI), Italy, email hello@aixel.solutions, PEC aixel.solutions@pec.it
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*)
• Ordered on (*)/received on (*)
• Name of consumer(s)
• Address of consumer(s)
• Signature of consumer(s) (only if this form is notified on paper)
• Date

(*) Delete as appropriate.