Terms of Service

Last updated: 23 October 2026

These terms govern the artificial intelligence assistant services that Xerinolia provides to businesses and professionals through its Xerinolia Core platform (core.xerinolia.com), and the use of the public pages of its websites. Please read them before contracting or using the services.

1. Purpose and scope

  1. Businesses and professionals only. The Xerinolia Core platform and the AI assistant services are intended exclusively for businesses, professionals and other organisations (the “client”) that contract them for their business or professional activity. They are not offered to consumers.
  2. Contract documents. The relationship with each client is governed by the contract or quote accepted with Xerinolia (which sets out the services, channels, parameters and price), by the data processing agreement and by these terms. In the event of any conflict, the signed contract and the data processing agreement prevail, except for the obligations relating to Meta and WhatsApp (section 4, section 5 and section 6), which apply in all cases.
  3. Public pages. Section 15 governs the use of the public pages (demos, single-use links and legal pages) by any visitor.
  4. Acceptance. The client accepts these terms by signing or accepting the contract, including by electronic acceptance through a single-use link. The person who accepts declares that they have sufficient authority to bind the client.

2. Service provider

Owner: Albert Farré Puche, a sole proprietor trading as Xerinolia (“Xerinolia”)

NIF (tax ID): 78086337A

Address: Avda. de les Basses, 8 — 25133 Vilanova de Segrià (Lleida), Spain

Email: hola@xerinolia.com

Website: https://xerinolia.com · Platform: https://core.xerinolia.com

3. Description of the service

Xerinolia builds, configures, monitors and maintains artificial intelligence assistants that serve the business's end customers on its behalf, using the Xerinolia Core platform. Depending on what has been contracted, the service includes:

The platform console is used by Xerinolia's authorised staff. The client takes part through single-use links (to accept the contract, connect WhatsApp, or connect a calendar or another tool) and through the alerts, reports and communications it receives from Xerinolia. Training and consulting services are governed by their own proposal.

4. Relationship with Meta and WhatsApp

  1. Xerinolia as Tech Provider. Xerinolia acts as a Tech Provider of the WhatsApp Business Platform. The client connects its number to Xerinolia's app through Meta's Embedded Signup, in a Meta window.
  2. Ownership of assets. The client is and remains the owner of its WhatsApp Business account (WABA), its number and its other WhatsApp assets, and has full access to them from Meta's WhatsApp Manager. Xerinolia does not restrict this access. The client may remove the access of Xerinolia's app at any time (instructions).
  3. Meta and WhatsApp terms. The client must directly accept and comply with the applicable Meta and WhatsApp terms and policies, which Embedded Signup presents to it, in particular:
  4. Meta billing. Meta bills the client directly for its use of the WhatsApp Business Platform (for example, template messages), at its own rates. The client must add and maintain a valid payment method in its WhatsApp Manager account. Xerinolia invoices only its own services (section 9).
  5. Use of platform data. The client may not process the data it obtains through the service and the WhatsApp Business Platform in breach of Meta's terms. In particular, it may not sell or license that data, use it to build profiles of individuals (beyond the content of the conversations they hold with the business), use it to train AI models, share it with third parties beyond what Meta's terms permit, resell access to the platform, or extract data from it by automated means.
  6. A business assistant, not a general-purpose assistant. The assistants are configured as customer service assistants of the business, limited to its activity. The client may not use or offer them as general-purpose AI assistants, because Meta's terms for the WhatsApp Business Platform prohibit this.
  7. Client contact details. The client must provide accurate business and contact details (legal name, NIF (tax ID), address, contact person, email and phone) and keep them up to date, because Xerinolia must maintain an up-to-date list of its clients with their contact details.
  8. Requests communicated by Meta. If Meta notifies Xerinolia of a request or complaint from a user concerning the client's data, Xerinolia will forward it to the client, which must deal with it with Xerinolia's cooperation.
  9. Meta's decisions. Meta may limit, suspend or deregister numbers, accounts or access to the platform, and may suspend Xerinolia's access as a result of breaches by its clients. If Meta so requests, Xerinolia may suspend or terminate the client's service (section 11). Changes that Meta makes to its terms, prices or features do not constitute a breach by Xerinolia; Xerinolia will inform the client as soon as it becomes aware of them and will make reasonable efforts to adapt the service.

5. Client obligations

The client undertakes to:

Information and legal basis

  1. Provide truthful, complete and up-to-date information about the business, review and approve the assistant's knowledge before activation, and notify Xerinolia of any changes to prices, opening hours, services or conditions.
  2. Have a valid legal basis for each processing of its end customers' data and comply with the applicable law (data protection, electronic commerce, consumer protection and artificial intelligence).
  3. Publish and maintain its own privacy policy, informing its end customers about the assistant, the providers involved (including AI providers and international transfers), the retention periods and their rights, and give Xerinolia the web address where it is published.
  4. Inform end customers that the assistant is not an emergency service and cannot be used to contact emergency services: in an emergency, they must call 112.

WhatsApp

  1. Consent (opt-in). Only send business-initiated messages to people who have given the business their number and have expressly agreed to receive messages from it via WhatsApp. The consent wording must clearly state that the person agrees to receive messages and give the name of the business. The client must keep evidence of that consent.
  2. Opt-outs. Respect any request to stop receiving messages, whether made via WhatsApp or through any other channel.
  3. 24-hour window and templates. Outside the 24 hours following the end customer's last message, only templates approved by Meta may be sent. Marketing messages must be identified as such and may only be sent with the corresponding consent.
  4. Human attention. Always maintain a clear route for end customers to talk to a person (handover to a human agent, phone, email, website or in person) and deal with handovers within a reasonable time.
  5. Business profile. Keep customer service contact details (email, website or phone) and truthful information about the business on its WhatsApp Business profile. Not impersonate any other company, organisation or person.
  6. Sensitive data. Not request, or cause to be requested, via WhatsApp full payment card numbers, bank account numbers or identity document numbers, or passwords. Comply with Meta's restrictions on health and telemedicine and with the sector-specific conditions of the contract, and not send Meta any information that requires special protection under the law applicable to it. Apply the age and geographic restrictions required by law and by Meta's policies for regulated products or services.
  7. Separation between end customers. Not share one end customer's information with another.
  8. Commerce. If it offers or sells products or services through WhatsApp, comply with the Meta Commerce Policy.

Other channels and use of the service

  1. Web chat. State in its privacy and cookie policy that its website embeds Xerinolia's chat and, where necessary, obtain visitors' consent (see the information on the chat).
  2. Phone. Provide truthful identification details for the number and, where applicable, a transfer number answered by a person.
  3. AI notice. Not remove or alter the notice stating that the person is talking to an AI, or present the assistant as if it were a person.
  4. Credentials and links. Safeguard the single-use links and credentials, and ensure that only authorised persons of the business use them. Only connect business accounts that it is authorised to manage.
  5. Lawful instructions. Give Xerinolia instructions that comply with the law and not ask the assistant to collect data that is not necessary.

6. Prohibited uses and content

The client may not use the services, or allow them to be used, for:

  1. sending unsolicited commercial communications through any channel, making automated sales calls or contacting people who have not given their consent;
  2. activities or products prohibited or restricted by Meta's and WhatsApp's policies, including, among others: weapons, ammunition and explosives; alcohol; tobacco and related products; drugs and related products; restricted medical and healthcare products; gambling and betting; adult products and services; dating services; multi-level marketing schemes; payday loans, debt collection and other restricted financial services; virtual currencies, crypto-assets and currency exchange; animals and protected species; and counterfeit goods;
  3. political campaigns or communications, and uses by law enforcement agencies or public administrations that Meta's policies exclude;
  4. content that is unlawful, misleading, discriminatory, hateful, harassing, offensive or defamatory, or that infringes intellectual or industrial property rights or other third-party rights;
  5. concealing that the assistant is an AI, passing it off as a person, or impersonating another company or person;
  6. high-risk uses or practices prohibited by the EU Artificial Intelligence Act (for example, recruitment, assessing individuals' creditworthiness, access to essential services or insurance, biometric identification, emotion recognition, social scoring or manipulative techniques);
  7. taking automated decisions with legal or similarly significant effects on individuals, or decisions about their eligibility, or monitoring them;
  8. making diagnoses, triage or medical recommendations, or giving legal, tax or financial advice;
  9. using the assistant as a general-purpose AI assistant;
  10. using data obtained through the WhatsApp Business Platform to train AI models;
  11. attacking the platform, attempting to access other clients' data, testing manipulations of the assistant without authorisation, extracting data from the platform in bulk, overloading it or reverse engineering it;
  12. reselling the services or access to the WhatsApp Business Platform, or providing them to third parties, without Xerinolia's consent;
  13. directing marketing at minors or collecting more of their data than necessary.

Breach of this section may result in removal of the content, suspension of the service, termination of the client's service and an obligation to indemnify Xerinolia.

7. Artificial intelligence: limitations and human attention

  1. AI can make mistakes. AI models may generate answers that are inaccurate, incomplete or out of context. Xerinolia applies measures to reduce this risk (answers based on the approved knowledge, mandatory instructions, filters, testing before activation, alerts and monitoring), but cannot guarantee that there will be no errors. Xerinolia's obligation is an obligation of means, not of result: to configure, test and monitor the assistants with the professional diligence required.
  2. AI notice. Every conversation begins with a notice stating that the person is talking to the business's artificial intelligence assistant and offering to let them talk to a person. On the phone, the opening message also warns that the call is transcribed and, where applicable, recorded. This notice cannot be disabled.
  3. Handover to a person. The assistant hands the conversation over to a person at the business when the end customer asks for it, when it does not know the answer, in the event of a complaint or claim, and in the sensitive situations provided for in its instructions. When a person at the business replies from the WhatsApp Business app, the assistant stops replying in that conversation for a period of time (by default, 120 minutes).
  4. Not advice and not an emergency service. The assistant does not make diagnoses or give medical, legal, tax or financial advice. The service does not provide access to emergency services: in an emergency, call 112.
  5. Contact scoring. The score that the assistant assigns to contacts is only intended to help the client prioritise follow-up. The client may not use it, or any other output of the assistant, to take decisions based solely on automated processing that produce legal effects on end customers or similarly significantly affect them.
  6. AI models. Xerinolia chooses the provider and the model for each assistant from among the providers on the list of sub-processors accepted by the client. Xerinolia does not use the client's data to train AI models.

8. Demos

  1. A demo is a free, temporary trial that Xerinolia prepares to show a business how its assistant would work. It uses public information about the business (name, logo, opening hours, services, website text) or made-up data.
  2. It is not the business's real service. The demo is not connected to the business's systems: bookings, requests or data left in it do not reach the business and create no commitment for either the business or Xerinolia. The answers are not an offer from the business.
  3. The assistant identifies itself as AI from the first message. In a demo, nobody from the business is there to attend to you; to talk to a person at Xerinolia, write to hola@xerinolia.com.
  4. Demos are intended for businesses and professionals and the people who work for them, and may only be used by adults. We recommend using made-up data and not entering health, banking or identity data, passwords or other people's data.
  5. The demo link is private. Xerinolia may pause, extend or remove a demo at any time, and will remove it within 48 hours at the latest if the owner of the business so requests.
  6. Demos are provided as is, without any guarantee of availability. They are non-production trial versions, and the switching obligations in Chapter VI of Regulation (EU) 2023/2854 (Data Act) do not apply to them.
  7. Xerinolia is the controller of demo data, as explained in the Privacy Policy.

9. Price and invoicing

  1. The price of the services (for example, a setup fee, monthly fees and usage) is the price stated in the contract or quote accepted by each client. Amounts do not include VAT or other applicable taxes.
  2. Invoicing and the method and period of payment are governed by the contract. Late payment is governed by Spanish Law 3/2004 establishing measures to combat late payment in commercial transactions.
  3. The costs of services that the client contracts directly with third parties are not part of Xerinolia's price, and the client pays them directly to each provider: in particular, Meta's fees for use of the WhatsApp Business Platform and subscriptions to calendar, CRM or other tools.

10. Data protection

  1. Roles. The client is the controller of its end customers' data (conversations, contacts, leads, bookings and data received through the WhatsApp Business Platform), and Xerinolia is its processor.
  2. Data processing agreement. The data processing agreement (Article 28 GDPR) forms part of the contract with each client and is incorporated into it by reference. It governs the client's instructions, confidentiality, security measures, sub-processors (with a list the client accepts and the right to object to changes), assistance with the exercise of rights and with security breaches, and the return and erasure of data at the end of the service.
  3. Limited use. Xerinolia processes this data only to provide the service and on the client's documented instructions. It does not use the data for its own purposes: it does not sell it, does not use it for advertising or for its own prospecting, does not use it to train AI models and does not combine it with other clients' data. Each client's data is kept separate.
  4. Disclosures. Xerinolia discloses this data only to the client, to sub-processors that have made written commitments to that effect, and to authorities where required by law.
  5. Client obligations. The client must inform its end customers, have a legal basis and respond to their rights (section 5).
  6. Representatives' data. Xerinolia processes, as controller, the data of the people who represent the client or act as its contact, as explained in the Privacy Policy.

11. Suspension of the service

  1. With prior notice. Xerinolia may suspend the service in whole or in part, with prior written notice, in the event of:
    • non-payment, after a demand for payment warning of the suspension;
    • breach of Meta's or WhatsApp's policies or of the prohibited uses in section 6;
    • breach of an essential obligation that prevents the service from being provided lawfully (for example, not having a privacy policy or not having the consent required for business-initiated messages);
    • an order from an authority, or a restriction or requirement from a third-party provider, in particular Meta.
  2. Immediate suspension. Xerinolia may suspend the service without prior notice when necessary to prevent imminent harm (a serious risk to the security of the platform or of the data, manifestly unlawful use, or a risk of the number or account being blocked) or when Meta requires it. In that case, it will inform the client immediately afterwards, stating the reasons.
  3. Termination at Meta's request. If Meta asks Xerinolia to stop providing the service to a client, Xerinolia may terminate that client's service.
  4. Proportionality. Suspension is limited to the affected services and to the time necessary. During the suspension, the data is retained and the retention periods continue to run. Xerinolia reactivates the service once the cause has ceased.

12. Liability

  1. Principle. Each party is liable to the other for the damage it causes through breach of contract, in accordance with the law and with this section, unless the signed contract provides otherwise.
  2. Exclusions. Xerinolia is not liable for damage resulting from:
    • information or content that the client has provided or approved, or has not kept up to date;
    • decisions taken on the basis of assistant answers that are consistent with the approved knowledge, or without the review that is the client's responsibility;
    • interruptions, failures, changes to terms or prices, or decisions of third-party providers that Xerinolia does not control (such as Meta, telecommunications operators or model providers), unless Xerinolia contributed to them;
    • suspensions or blocks caused by the client's use in breach of the terms of Meta or other providers;
    • handovers that the client has not dealt with, uses in breach of these terms, or incidents in the client's own systems.
  3. Cap. Unless the signed contract sets a different cap, Xerinolia's total liability for all claims arising from the service is limited to the amount invoiced to the client in the 12 months preceding the event giving rise to the claim. Neither party is liable for loss of profit, loss of business, opportunities or customers, or reputational damage.
  4. Cases without limitation. The above limits and exclusions do not apply in cases of wilful misconduct or gross negligence, to damage to the life, health or physical integrity of persons, to liability that cannot be limited by law, or to the client's payment obligations. Nor do they limit liability towards data subjects under Article 82 GDPR.
  5. Indemnity by the client. The client shall hold Xerinolia harmless against third-party claims and reasonable costs arising from the content it has provided, from the lack of any consent or legal basis that it is responsible for obtaining, from unlawful instructions, and from breach of Meta's policies or of section 6.
  6. Force majeure. Neither party is liable for any failure to perform caused by events beyond its reasonable control that it could not have foreseen or avoided.

13. Intellectual and industrial property

  1. The Xerinolia Core platform, its code, design, assistant instructions, templates, documentation and know-how belong to Xerinolia or its licensors. Xerinolia grants the client, for the term of the contract, a non-exclusive, non-transferable licence to use the services and the web chat code in its business. The client may not copy, decompile or reverse engineer the platform, except where permitted by law.
  2. The client retains all rights to its content (text, logos, images, trade marks and business information) and to its data. It grants Xerinolia a non-exclusive, royalty-free licence to use them solely to provide the service, including analysing its public website to prepare the assistant's knowledge, and warrants that it holds the necessary rights.
  3. Neither party may use the other's trade marks, unless this is necessary to provide the service or the other party has authorised it in writing.

14. Term, termination and data at the end of the service

  1. Term and termination. The term, the notice period and the grounds for termination are those set out in the signed contract. Either party may terminate the contract if the other party seriously breaches its obligations.
  2. Disconnection of channels. When the service ends, Xerinolia deactivates the assistants, unsubscribes its app from the client's WhatsApp Business account and deletes the access authorisation, and revokes access to calendars and CRMs. The WhatsApp Business account and the number remain the client's.
  3. Export. The client may request a copy of its data in a structured, commonly used and machine-readable format before the contract ends and during a period of 30 days after it ends.
  4. Erasure. After that period, Xerinolia erases the client's data from the platform, and the data held by the sub-processors that store it, such as the voice provider, within 45 days of the end of the service at the latest, unless a legal obligation or a pending claim requires it to be retained. Backups containing that data generally expire within 14 days. If the client so requests, Xerinolia will confirm the erasure in writing.
  5. What is retained. Only the minimum data required by law or needed to evidence the relationship, in blocked form: the client's minimal record, the contract and the evidence of acceptance, invoices (6 years), the audit log (2 years), the register of requests to exercise rights (3 years) and evidence of consent (3 years).
  6. Copies outside Xerinolia. Erasure does not affect the data held by Meta (accessible in the client's WhatsApp Manager), the client's own systems (calendar, CRM) or the copies temporarily kept by AI model providers, which expire in accordance with their own periods.
  7. No charge. Exporting and erasing the data at the end of the service is free of charge for the client.

15. Use of the public pages

This section applies to anyone who visits the public pages of xerinolia.com and core.xerinolia.com: the legal pages, the demo pages, Xerinolia's demo WhatsApp number, the voice test and the single-use links.

  1. Acceptance. These terms are linked from the demo pages and the single-use links. If you use them, you accept this section; if you do not agree with it, do not use them.
  2. Permitted use. You may use the demos to try the assistant with questions similar to those a customer of the business would ask. We recommend using made-up data.
  3. Prohibited uses. You may not enter health, banking or identity data, passwords or other people's data; enter unlawful, offensive or discriminatory content; try to make the assistant reveal its instructions or act outside its purpose; access the pages by automated or bulk means, exceed the usage limits, carry out load or penetration testing, or reverse engineer them; impersonate another person or the business; or use the demo or its results to develop similar services.
  4. How we enforce these rules. We use automatic usage limits, detection of malicious instructions and human review. If we limit or block your access, we will tell you so, with the reasons, if we have a way of contacting you, and you can challenge it by writing to hola@xerinolia.com.
  5. AI answers. The answers in the demos are generated by AI from public information, may contain errors and are neither an offer nor advice (section 7).
  6. Single-use links. They are intended for the recipient business and may only be used by a person authorised by that business. They expire within the period indicated in the link or once the action has been completed. If you receive a link that is not intended for your business, do not use it and let us know.
  7. Third-party services. The services you use directly (WhatsApp, Meta, Google, Microsoft, Cal.com) are governed by their own terms.
  8. Visitors who are consumers. If you visit these pages as a consumer, nothing in this section limits the rights you have under the law.

16. Amendments

Xerinolia may amend these terms for justified reasons (changes in the law, changes by Meta or other providers, or improvements to the service). The version in force is the one published on this page, with the date of the update. Significant changes will be notified to clients by email sufficiently in advance and in accordance with the contract; if the client does not agree, it may terminate the service without penalty before the change takes effect. Changes required by law, by an authority or by Meta may be applied within the period they set.

These terms are available in Catalan, Spanish and English, and all versions are equally valid.

17. Governing law and jurisdiction

These terms are governed by Spanish law. Disputes will be resolved by the courts having jurisdiction under the Spanish Civil Procedure Act (Ley de Enjuiciamiento Civil), without submission to any particular forum. If you act as a consumer, the courts of your place of residence have jurisdiction.

18. Contact and support

For any enquiry or support request, or to report a problem with the service or with an assistant, write to hola@xerinolia.com. If you detect a security vulnerability, write to us with the subject “Security”, without exploiting it or accessing third-party data.

Related documents: Legal Notice and Privacy Policy · How to request deletion of your data.