Version 2026-10-21 — in force from 21 October 2026.
1 Who provides Escalio
Escalio is operated by Vladimir Kozak, trading as Escalio, Goethestrasse 2/1, 79576 Weil am Rhein, Germany (“Escalio”, “we” or “us”). Contact: support@escalio.org.
These Terms govern the Escalio subscription and workspace services supplied to the organization or individual acting in a business or professional capacity identified in the order or account record (“Customer” or “you”). They are intended for business customers, not purchases for personal or household use. An individual accepting them for an organization must have authority to bind that organization.
People contacting your organization through its support portal, chat or connected channels are your end customers. Merely sending a support request does not make them parties to your subscription agreement with Escalio.
2 Agreement and documents
The agreement begins when your authorized representative expressly accepts the version of these Terms and the accompanying Data Processing Agreement (“DPA”) presented during signup, an order or a later acceptance process, and Escalio accepts the account or order. The accepted documents must be available to download or retain.
The agreement consists of these Terms, the DPA and its completed annexes, and the order or subscription details confirmed at purchase. For processing of personal data on your behalf, the DPA takes precedence over conflicting commercial terms. A separately negotiated agreement takes precedence to the extent it expressly changes a provision and applicable data protection law permits the change.
Our Privacy Notice explains how we use personal data for our own purposes and how processing for customers works. Acknowledging it is not consent to marketing. An existing account does not become subject to a new DPA merely because we publish it.
3 Service and accounts
Escalio provides a hosted support workspace with the features available in your plan, which may include tickets, customer portals, email and messaging integrations, website chat, reports, automations and AI features. Features marked as planned are not included commitments. A separate written agreement is required for any guaranteed uptime, response time or service credit.
You control membership, roles, connected services, portal content and organization settings. Keep account and billing information accurate, protect credentials, and promptly tell us about suspected unauthorized access. Each staff account is for its identified user. You are responsible for authorized users acting within your organization and for deciding which of them can view, export, change or delete its data.
Use appropriate security settings, including multifactor authentication where available. We remain responsible for our own security and obligations under the DPA.
4 Trials and paid access
The standard self-service trial lasts 14 days from the trial start recorded for your organization. It does not require a payment card and does not automatically become a paid subscription.
If you do not activate a paid plan, the current standard trial flow allows a further seven days with outgoing public replies disabled, followed by access limited to billing for owners and administrators. A different trial or individually granted access period applies only if expressly recorded for your organization. Trial expiry alone does not delete your account or organization.
A paid order identifies the plan, agent quantity, currency, billing period and total due. Available features and paid capacity are subject to that order. Review the displayed terms before confirming a purchase or plan change.
5 Prices and payments
Prices are those shown in the applicable order. Agent pricing can use graduated quantity bands; a band rate applies only to agents in that band. Collaborator access is described in the plan. Unless the order states otherwise, Escalio AI on Escalio-managed models is paid separately from agent subscriptions, from your organization’s prepaid AI balance, at the provider’s published price for the model divided by 0.70 (a 30% gross margin). Current prices are shown in the AI settings before use; a change in a provider’s price applies only to later usage. A trial includes a limited free amount of Escalio AI shown in Billing. When the balance is used up, Escalio-managed models stop answering until it is topped up; a request already in progress can take the balance slightly below zero, and the difference is deducted from the next top-up. If you use your own AI provider account, that provider bills you under your agreement with it.
For card payments, applicable taxes are added as displayed at checkout. For supported direct crypto payments, the quoted amount includes applicable taxes, while network fees are additional and are charged by the network or wallet. We do not offer tax advice through the payment interface.
A card subscription renews for the period disclosed at checkout unless cancelled before renewal. You can cancel renewal in Billing; cancellation normally leaves the already paid period available until it ends. Cancellation itself does not initiate a refund. Where checkout identifies a separate merchant of record, that merchant’s disclosed payment and tax terms apply to its transaction; Escalio remains the service operator and the DPA counterparty identified above.
Supported crypto subscriptions require a separate payment for each renewal. They do not authorize automatic wallet debits. Use only the token, network, address and amount shown in your payment request. A transaction submitted to the network or a return from checkout does not by itself establish that payment has been verified. If a payment remains pending, contact support before sending another payment.
We cannot reverse a public blockchain transaction or guarantee recovery of a transfer to the wrong address, network or token. This does not remove a refund or remedy that we are legally or contractually required to provide. Do not send private keys or recovery phrases to us.
We will give at least 30 days’ notice of a subscription price increase. It applies no earlier than a subsequent renewal after that notice, and you can stop renewal before it takes effect. A prepaid term is not repriced retrospectively. Any new charge that requires your agreement will be presented before it is incurred.
6 Customer content and permitted use
You retain your rights in data, messages, files, configuration and other material supplied to Escalio (“Customer Content”). You authorize us to process Customer Content only as necessary to provide and secure the service, carry out your documented instructions and meet applicable legal duties. Personal data is additionally governed by the DPA. This authorization ends when the relevant processing ends.
Escalio and its licensors retain their rights in the service software, design and trademarks. During the agreed service period, you and your authorized users may access and use the service within your order and these Terms; a subscription does not transfer ownership of the software. Any separately supplied open-source components remain subject to their applicable licenses. Rights in AI-generated material are subject to applicable law and any disclosed provider terms; we do not promise that an output is unique or free of third-party rights.
You must have the rights and lawful grounds needed to submit content, import records, connect services and communicate with recipients. Give your staff and end customers the notices required for your processing. Do not use Escalio to send unlawful messages, invade privacy, distribute malicious code, infringe rights, bypass access controls or interfere with the service.
Do not place passwords, API secrets, payment-card security codes or wallet recovery phrases in tickets or AI chats. Enter required integration credentials only in the designated settings. Do not intentionally use the standard service to process special-category personal data, criminal-conviction data or regulated high-risk records unless we first agree in writing on the applicable safeguards.
Escalio is not an emergency-response or safety-critical system.
7 Integrations and AI
Integrations operate only within the permissions and functionality provided by the connected services. Your choice to connect a third-party service authorizes the transfers and actions needed for that connection. You remain responsible for your account with that provider; we remain responsible for subprocessors we engage under the DPA. An integration can be interrupted if its provider changes or withdraws access.
Organization AI features may send the messages, ticket context, internal notes and connected information relevant to a request to the selected AI provider. Access to internal notes by an authorized staff AI feature does not make those notes public to end customers. Review the applicable provider, permissions and data handling information before using the feature. On Escalio-managed models, the AI answers about your organization’s support and Escalio only and may decline unrelated requests.
The AI assistant used to set up a workspace is separate from the organization’s general AI switch. When available, typed setup messages and relevant setup context may be sent to Escalio’s configured setup model. Fixed setup buttons can operate without an AI response.
AI output can be inaccurate or incomplete. Review it before relying on it, sending it externally or using it to change a system. Permissions, approval steps and any configured automations determine which actions can be taken; these Terms do not grant an AI additional access.
Optional sharing of a setup conversation for improving Escalio’s setup guidance is off by default and is governed by a separate explanation and choice. Buying a subscription or accepting these Terms does not enable that sharing. Do not share other people’s personal data for this purpose without a lawful basis.
8 Confidentiality and data protection
Each party will protect the other’s non-public business information with reasonable care, use it only for the agreement and give access only to people or service providers who need it and are bound by appropriate confidentiality obligations. This does not cover information lawfully public, independently developed or received without a duty of confidence.
If disclosure is legally required, disclose only what is required and notify the other party where lawful. Confidentiality continues after the agreement ends for as long as the information remains confidential.
The DPA governs Customer Personal Data, including security, subprocessors, incident assistance, international transfers and return or deletion. Our Privacy Notice covers account administration, our own support, billing and other processing for which we determine the purposes.
9 Service changes and availability
We may maintain and improve the service. We will use reasonable care to provide the contracted functions and communicate material disruptions or changes. We will not materially reduce the core functionality of a prepaid subscription during its term without an agreed alternative or an appropriate remedy.
We may make urgent changes to address security, legal or service-integrity problems and explain them as soon as reasonably practicable. Unless expressly agreed, the service has no contractual availability percentage, dedicated infrastructure, guaranteed recovery time or guaranteed recovery point.
10 Suspension and termination
You may stop subscription renewal through Billing and request closure of your organization. Cancellation of billing, closing an organization and deleting an individual account are separate actions.
We may restrict affected access when reasonably necessary to address a security threat, unlawful use, a material breach or overdue payment. Restrictions should be proportionate. Where practicable, we will explain the reason and allow a reasonable opportunity to remedy it. Immediate action is permitted where delay would create a material risk or violate law.
Either party may terminate for a material breach that remains unremedied 30 days after written notice, or sooner where the breach cannot be remedied or applicable law permits immediate termination. We may end a free service on reasonable notice. We may choose not to renew a paid subscription by giving at least 30 days’ notice before its renewal.
If we discontinue a prepaid service or you terminate because of our unremedied material breach, we will return the unused prepaid fees for the affected period. Otherwise, fees for an already started period are not refundable merely because you choose to stop using it, subject to mandatory rights and any expressly agreed refund.
11 Export and deletion
Owners can request an organization export. Standard exports cover the documented categories and formats; they are not a complete backup of every setting, credential, derived record or AI conversation. If a standard export does not cover personal data that must be returned under the DPA, contact us for additional assistance.
A standard organization deletion request closes normal use and provides a 30-day cancellation and export period for owners before erasure starts. Earlier deletion can be requested through support after authority is verified. Large deletions and stored-file cleanup may complete in stages. Copies in backups and external services are handled as described in the DPA.
Subscription expiry or non-renewal does not itself constitute a deletion instruction. At the end of processing, we will agree or obtain your choice of return or deletion under the DPA. Contact support if normal paid-access restrictions prevent an export or a rights request.
12 Liability
We are liable without contractual limitation for intentional misconduct, gross negligence, injury to life, body or health, fraudulent concealment, an expressly assumed guarantee and any liability that cannot lawfully be limited.
For ordinary negligence, we are liable for breach of a material contractual duty on which proper performance of the agreement depends and on which you may ordinarily rely, limited to the damage typically foreseeable for this type of agreement when it was made. Liability for other ordinary negligence is excluded to the extent permitted by law.
These provisions do not restrict individuals’ rights under applicable data protection law, the powers of authorities or liability provisions in applicable transfer clauses. They apply equally to our legal representatives and persons acting for us. Statutory remedies remain available except to the extent validly modified by these Terms.
13 Changes to these Terms
We will identify the proposed changes and effective date of a new version and notify your designated organization contact. Material changes require affirmative agreement unless a different lawful process has been expressly agreed. Publishing a page or your continued use alone will not be treated as acceptance of new material obligations.
DPA and subprocessor changes follow their own notice and authorization rules. If a change needed for a future renewal is not accepted, the existing paid term remains governed by the accepted agreement unless law requires otherwise.
14 Law and contact
German law governs this agreement, excluding its conflict-of-laws rules and the UN Convention on Contracts for the International Sale of Goods, to the extent applicable. Mandatory laws and data subject rights remain unaffected. Courts with jurisdiction under applicable law hear disputes; these Terms do not impose a blanket exclusive venue on every customer.
Notices, service questions and legal requests may be sent to support@escalio.org or to the postal address in section 1. Keep your organization’s notice contact current.
If a provision is ineffective, applicable law governs that issue and the remaining provisions continue to apply where legally possible. No invalid provision is automatically replaced by a broader exclusion.