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Terms of Service for Sincra.cloud

Last updated: September 24, 2026

Welcome to Sincra.cloud (hereinafter, "the Platform" or "the Service"). These Terms of Service (hereinafter, "Terms" or "Agreement") constitute a legally binding agreement between you, whether as an individual or on behalf of a business entity ("User", "Tenant", or "Client"), and Ernesto Alonso Céspedes Cáceres (hereinafter, "the Operator"), with NIF Z1362749G and registered business address at Calle Horno 4 2B, CP 30003, Murcia, Spain.

By registering, accessing, or using Sincra.cloud, you agree to be fully bound by these Terms. If you do not agree with these Terms, you must not access or use the Platform.

1. Nature of the Service and B2B License

Sincra.cloud is a multi-tenant Software-as-a-Service (SaaS) platform providing an AI customer-support assistant that businesses add to their own websites via an embeddable perimetral web widget.

The Operator grants you a limited, non-exclusive, non-transferable, revocable, worldwide license to use the Platform in accordance with the terms of the purchased subscription plan and solely for legitimate business-to-business (B2B) commercial purposes.

2. Commercial Relationship with Paddle (Merchant of Record)

Please note the following financial terms governing your subscription:

  • Order Processing: The Platform's order and billing process is managed by our authorized online reseller and commercial partner, Paddle.com (Paddle.com Market Ltd, Judd House, London, UK).
  • Merchant of Record (MoR): Paddle.com is the Merchant of Record for all our orders. Paddle provides billing support, handles applicable tax calculations (VAT, GST, Sales Tax) based on the buyer's location, and manages applicable cancellations and refunds in accordance with our Refund Policy.
  • Direct Contractual Disclosure:

    "Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns."

3. Financial Data Security (PCI DSS)

In strict accordance with the Payment Card Industry Data Security Standard (PCI DSS):

  • Sincra.cloud does not store, collect, or internally process any credit or debit card data from buyers.
  • All financial transactions and payment data entry are handled via an encrypted transmission channel directly to Paddle's secure environment. Paddle maintains an active Level 1 Payment Card Industry Data Security Standard certification (PCI DSS Level 1).

4. Subscription Plans, Fees, and Taxes

Platform access is structured under a recurring subscription model. The plans available for purchase at any given time are those published on the Platform's pricing page.

  • Scope of each plan: The fees, usage quotas, Knowledge Base (RAG) storage limits, and features included in each tier are those published on the Platform's pricing page at the time of purchase. That page forms an integral part of these Terms.
  • Plan modifications: The Operator may modify the fees, quotas, and features of the plans upon at least thirty (30) calendar days' prior notice to the Client. No modification shall apply retroactively within a billing period already paid for.
  • Quota exhaustion: Once the usage limit of the purchased plan is reached, the Platform may automatically suspend the generation of new assistant responses until the start of the next billing period or until the Client upgrades their plan. Such suspension gives rise to no right to a refund or compensation. This does not affect the 14-day money-back guarantee set out in the Refund Policy.
  • Scheduling integration (Cal.com): The Client may connect to the Platform a Cal.com account of their own, held in their own name. The Operator does not provide, manage, fund, or resell Cal.com accounts, and is not responsible for that provider's availability, terms of service, fees, or modifications. Contracting and maintaining that account is the Client's exclusive responsibility.
  • Billing Frequency: Subscription fees are billed in advance on recurring monthly or annual periods according to the Client's selection.
  • Tax Treatment: Depending on the buyer's location, applicable taxes (VAT, GST or sales tax) are either included in the price shown (for example in the European Union and the United Kingdom) or added at checkout (for example in the United States). Paddle shows the final amount, including any tax, before final purchase confirmation. In the event of any discrepancy, the amount displayed at Paddle's checkout before purchase confirmation shall prevail.

5. Acceptable Use Policy (AUP) for Artificial Intelligence

When using Sincra.cloud's cognitive agent and processing services, the Tenant agrees not to use, or permit its end users to use, the Platform for any of the following prohibited purposes:

  • No Human Impersonation: It is expressly prohibited to configure the assistant to simulate a real person without explicit disclosure, or to use the software to generate non-consented synthetic voice representations or to clone real human voices.
  • No Deepfake Generation: It is strictly prohibited to use the software to model realistic or stylized faces of real individuals without express consent, or to perform any alteration of photorealistic images with manipulative intent.
  • No Social Media Automation (Spam & Outreach): It is expressly prohibited to use the Platform to automate the artificial inflation of metrics or interactions, or to generate spam on professional or social networks (such as clicks, likes, views, or automated bulk unsolicited DMs on LinkedIn).
  • Business Assistant Focus: The software must always be structured and presented as a system that assists the workflow of human professionals (human-in-the-loop) for the optimization of legitimate B2B commercial tasks.
  • No Unsolicited Bulk Messaging: It is prohibited to use the Platform in connection with spam, unsolicited bulk email, bulk SMS campaigns without the recipient's express consent, or automated telemarketing outside applicable regulations.

6. Disclaimer of Liability for AI Output (Cognitive Hallucination)

  • Probabilistic Nature: The Client acknowledges and agrees that the Service uses state-of-the-art large-scale cognitive language models (such as Google Gemini). Due to the inherent probabilistic nature of these systems, the responses or content generated by the AI (hereinafter, "Outputs") may contain inaccuracies, logical errors, or incorrect data (hereinafter, "Hallucinations").
  • Supervision Responsibility: The Client (Tenant) is solely and exclusively responsible for supervising, calibrating, restricting, and parameterizing the directives assigned to their sales agents on the Platform, as well as for validating the injected Knowledge Base (RAG).
  • Disclaimer of Civil Liability: The Operator assumes no civil liability, direct or indirect, to Clients or third parties for damages, commercial losses, consumer claims, or administrative penalties arising from incorrect Outputs, inaccuracies, or hallucinations generated by Sincra.cloud bots integrated into Tenants' websites.

7. Processing of Personal Data

In providing the Service, the Client acts as data controller and the Operator as data processor with respect to the personal data of the Client's end users, in accordance with Article 28 of Regulation (EU) 2016/679 (GDPR).

The subject matter, duration, nature, and purpose of the processing, the categories of data and data subjects concerned, the technical and organizational security measures applied, and the list of authorized sub-processors are set out in the Privacy Policy, which forms an integral part of these Terms and produces the effects of the contract required by that Article 28.

The Client authorizes the Operator to engage the sub-processors listed in the Privacy Policy. The Operator will inform the Client with reasonable notice of the addition or replacement of any sub-processor, and the Client may object on reasonable grounds by terminating their subscription.

8. Limitation of Liability and Warranties

Sincra.cloud is provided "as is" and "as available", without warranties of any kind, express or implied.

To the maximum extent permitted by applicable law, the Operator's total liability to the Client for any claim arising out of these Terms or the use of the Service shall be limited to the total amount actually paid by the Client to the Operator during the three (3) months immediately preceding the event giving rise to the claim.

9. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of Spain.

Any dispute, controversy, or claim arising out of or in connection with these Terms, including their existence, validity, interpretation, or termination, shall be submitted to the exclusive jurisdiction of the courts of the city of Murcia, Spain, with the parties expressly waiving any other jurisdiction that may correspond to them.

If you have any questions or require technical-legal support regarding these Terms of Service, you may contact us at: legal@sincra.cloud