Terms of Service

Provider

These terms govern your use of Serlion (including Serlion Agent) and Lanus Agent, provided by Farooq Quraishi, trading as Serlion (Einzelunternehmen). Our postal address is in the Impressum.

Contact

Contract and legal enquiries go to legal@serlion.com, everything else to contact@serlion.com.

Acceptance

By creating an account you accept these terms. If you do not accept them, do not use the service.

Documents

The Data Processing Agreement and the Refund Policy form part of these terms. The “short version” boxes are summaries only: where one differs from the full text, the full text governs.

Serlion is an AI chat assistant you embed on your own website with a script tag. You can also connect it to your own Telegram, WhatsApp, LINE, Discord and email channels. A dashboard lets you configure it and review conversations. Lanus Agent is your own assistant in the dashboard and at lanus.serlion.com: it analyses those conversations, answers your questions about them and can change your Serlion settings from a plain request. It starts in Auto mode, where ordinary changes apply straight away with an Undo button and anything unsafe or important waits for your approval. You can switch to Manual at any time.

Serlion Agent is a second product. It is an assistant you embed on your own website in the same way, which lets your customers do tasks in the tools you connect: look up, cancel, refund or change the delivery address of an order, book, move or cancel an appointment, change whether a subscription continues, or send a request to your team. It is off until you switch it on in your dashboard. The assistant only proposes a change. The change is made when your customer confirms it with a button, and only within the actions and limits you have set.

We grant you a limited, non-exclusive, non-transferable right to use the service for as long as the contract runs, according to these terms and the plan you subscribed to.

The service is offered for business use only, and we do not contract with consumers. By creating an account or subscribing you confirm that you are acting in the course of your trade, business or profession, and that you are authorised to bind any organisation you subscribe on behalf of. You also confirm that neither you nor anyone who controls you is subject to sanctions under EU, UN, UK or US law, and that you will not use the service for anyone who is.

Free plan

Every account starts on Free. It costs nothing, needs no payment method and has no time limit.

Paid plans

You buy a paid plan from Plan & Billing in the dashboard and pay by card or another payment method offered at checkout, at the price shown there. Prices are listed in US dollars and are before VAT or sales tax. Where tax applies, it is added at checkout and shown before you pay. Where checkout offers your local currency, the amount and exchange rate shown there apply. The plan starts when the payment, or the start of a free trial, has gone through. A Custom plan is bought in the same way after you have chosen its limits.

Free trial

Each account gets one free trial of 15 days when it pays through Stripe, on any plan except Custom. A plan we invoice ourselves has no free trial. A payment method, such as a card, is required to start it, and it is not charged until the trial ends. While the trial runs, an account that uses Serlion’s AI can use at most 500 credits a month, even if its plan includes more; the plan’s full amount applies from the first payment. An account that uses its own AI key is not limited this way. Stop the trial in Plan & Billing before it ends and nothing is charged: you keep the plan until the day the trial would have ended, then your account moves to Free and keeps its settings and knowledge base; conversation transcripts then follow the Free retention window of 15 days, and older ones are deleted.

Renewal

Paid plans renew automatically at the end of every period, monthly or yearly, and your payment method is charged on the renewal date, until you cancel. We email you 30 days before a yearly plan renews.

Annual plans

An annual plan costs 20% less per month than the monthly price and is paid for the full year in advance. The price shown at checkout applies for the whole year. It renews for another year on the renewal date unless you cancel before then.

Changing plan

You can change plan at any time in Plan & Billing. The change applies at once, and the price difference for the rest of the current period is worked out to the minute and settled through Stripe. During a trial a change costs nothing, and the new plan’s price applies when the trial ends. Moving to a smaller plan works only once your account is within that plan’s limits. You cannot change plan while a payment is outstanding, or after you have cancelled unless you first undo the cancellation.

Cancelling and moving to Free

You can cancel at any time in Plan & Billing. The plan then runs to the end of the period you have paid for (in a trial, to the end of the trial), no further payment is taken, and your account moves to Free and keeps its settings and knowledge base; conversation transcripts then follow the Free retention window of 15 days, and older ones are deleted. You can undo the cancellation until that date. Once 14 days have passed since a payment, the fees already paid for the current period, including the remaining months of an annual term, are not refunded pro rata; see the Refund Policy. Closing or deleting your account stops the subscription at once and ends the plan with it.

Refunds

Within 14 days of any payment you can ask for a full refund, without giving a reason. We then end the subscription that payment was for, and your account moves to Free and keeps its settings and knowledge base; conversation transcripts then follow the Free retention window of 15 days, and older ones are deleted. After those 14 days, payments are not refunded pro rata. The Refund Policy has the details.

If a payment fails

We email you, and your plan keeps running for 7 days while the payment is tried again and you can update your payment method in Plan & Billing. If no payment has gone through by the end of that time, your account moves to Free and keeps its settings and knowledge base; conversation transcripts then follow the Free retention window of 15 days, and older ones are deleted. If a payment goes through after that, your plan comes back.

Plan limits

Conversation volume, team seats and included features are those shown on the pricing page for your plan. If we change them for the worse for a plan you already pay for, we tell you by email at least 30 days before the change takes effect, and you can cancel before then.

Price changes

We may change the price of a plan for the future. We tell you by email at least 30 days before the change takes effect. It applies from your next renewal at the earliest, and you can cancel before then.

Plans we invoice

We invoice some plans ourselves instead of taking payment through Stripe, including any paid plan requested from the dashboard while card payments are not switched on. Such a plan starts when we confirm it by email, at the price shown when you requested it; we may decline a request. Monthly plans run month by month and renew automatically until you move to Free or close your account. An annual plan runs for 12 months from the day we confirm it and is invoiced in advance. It does not end after 12 months: about 30 days before the term ends we contact you, and unless you tell us otherwise by the end of the term, it continues month by month at the monthly price then current. Moving to Free ends such a plan at once, and once 14 days have passed since a payment, fees already paid for the current period, including the remaining months of an annual term, are not refunded pro rata.

Card payments are not switched on yet. Until they are, paid plans are invoiced by us (see “Plans we invoice”), and what follows applies once they are switched on. Payments by card or another payment method are processed by Stripe through its Managed Payments service. Stripe is the seller of record (Merchant of Record) for the payment, and the checkout and your receipts show this as “Sold through Link”. Stripe takes the payment, collects and pays the VAT or sales tax that applies, and issues your receipt and invoice. You enter your payment details with Stripe; they never reach our servers. The buyer terms of the payment service apply to the payment itself (link.com/terms). Serlion itself is provided by us under these terms, and we stay responsible for the service and for supporting it. Stripe emails you receipts and invoices, and they are listed in Plan & Billing (Invoices); you change your payment method and billing details under “Manage payment”.

Exception to the no-pro-rata rule: if you object to a new subprocessor under section 07 of the Data Processing Agreement and we cannot offer you a reasonable alternative, you may terminate the subscription, or the part of the service concerned, with immediate effect, and we refund the unused remainder of the period you have already paid for. The Refund Policy lists this and the other cases in one place.

Under § 19 UStG (Kleinunternehmerregelung) we charge no German value-added tax and show none on invoices we issue ourselves. Payments at checkout are different: Stripe, as seller of record through its Managed Payments service, determines, collects and pays the VAT or sales tax that applies to your purchase, based on where you are, and shows it on your receipt. Our prices are before tax.

The service is sold for business use, and a business customer has no statutory right of withdrawal. If you are nonetheless a consumer within the meaning of § 13 BGB, the following applies to you.

Period

You may withdraw from this contract within 14 days without giving reasons.

Immediate start

By asking us to start providing the service immediately you agree that performance begins before the withdrawal period expires, and you acknowledge that the right lapses once the service has been fully provided, under § 356(4) BGB.

How to withdraw

To withdraw, send a clear statement to legal@serlion.com.

You are responsible for how you configure the assistant, for the knowledge-base content you supply, and for the lawfulness of the data you process through the service. You agree not to use it to:

• break any applicable law, or infringe anyone else’s rights;
• transmit material that is abusive, harassing, defamatory, obscene, hateful or otherwise unlawful;
• work around plan limits, share credentials, or resell access without our written agreement;
• interfere with the integrity or security of the platform, or reach for systems or data you are not authorised to access;
• send unsolicited or deceptive messages through the channels you connect;
• use it for practices the EU AI Act prohibits (Article 5), for example manipulating people in ways that harm them or exploiting a person’s age or disability;
• offer the assistant on a website or app aimed at children;
• present the assistant to your visitors as a human, or hide from them that they are talking to an AI.

If you use Serlion Agent, you are also responsible for the actions you switch on and the limits you set (for example the largest refund it may offer), for the access you give it to your shop, calendar, payment and Slack accounts, and for keeping to the terms of those services. Changes made through it to your orders, bookings and subscriptions are made in your own accounts, on your behalf.

Roles

Where the service processes personal data belonging to visitors to your website, or to people who write to you on a channel you connect, you are the controller and we act as your processor.

Agreement

Our Data Processing Agreement, concluded under Art. 28 GDPR, forms part of these terms and is accepted together with them.

Your part

You are responsible for having a lawful basis for that processing and for informing your visitors, and the people who write to you on a connected channel, as Art. 13 GDPR requires. The chat windows show an “AI assistant” label. On the other channels you connect (Telegram, WhatsApp, LINE, Discord and email) you make sure people can tell, at the latest with the first reply, that they are writing to an AI. This includes what the chat widget and the Serlion Agent widget store in your visitors’ browsers, which is listed in the Privacy Policy under Cookies and local storage, and any consent your own website needs for it.

Your account data

Our handling of your own account data is described in the Privacy Policy.

Managed and BYOK plans

On a Managed plan we provide the AI provider. On a BYOK plan (Bring Your Own Key) you connect your own API key.

Your part

On BYOK plans you supply your own AI provider API key. You remain responsible for your usage costs with that provider and for complying with its terms.

Your key

We store your key encrypted and use it solely to route your own requests.

Knowledge-base search

On every plan, including BYOK, the search in your knowledge base runs through our own OpenAI account. The Privacy Policy and the Data Processing Agreement describe this.

Our liability

Section 12 applies. Beyond it, we are not liable for that provider's availability, pricing, output or data handling.

Replies are generated by large language models and can be inaccurate, incomplete or unsuitable for a given situation. You are responsible for reviewing how the assistant is configured and for any reliance placed on what it produces, including statements it makes to your customers on your behalf. Serlion Agent only proposes changes, and a change is made after your customer confirms it. You remain responsible for the actions and limits you have set and for the changes made in your accounts through it. The same goes for the changes Lanus Agent makes to your settings: you approve them, or in Auto mode you can undo them. Our own liability for faults of the service itself is governed by section 12.

We aim for continuous availability but do not guarantee uninterrupted service. Scheduled maintenance, third-party provider outages and automatic failover between AI providers may cause temporary interruption or variation in response quality.

To protect the service and our customers’ bills, we limit how much a single visitor, a single account and the service as a whole can use in a minute, an hour or a day. The Security and privacy page lists the limits. When a limit is reached, a chatbot on our AI tells visitors that it cannot answer right now. A limit that protects our own AI does not apply to a chatbot that uses your own AI key.

Unlimited

We are liable without limitation for intent and gross negligence, for injury to life, body or health, for defects we fraudulently concealed, and under a guarantee we have expressly given.

Slight negligence

In cases of slight negligence we are liable only for breach of a material contractual obligation, meaning an obligation whose fulfilment makes proper performance of the contract possible in the first place and on which you may regularly rely, and then only for foreseeable damage typical of this kind of contract.

Product liability

Liability under the Produkthaftungsgesetz is unaffected.

Everything else

Any further liability is excluded.

Ordinary

Either party may terminate the subscription with effect from the end of the current billing period (for an annual plan, the end of the annual term). If we terminate, we give you at least 30 days’ notice. Two cases end it at once instead: closing or deleting your account, and a termination that the Refund Policy or the Data Processing Agreement allows, for example if you object to a new subprocessor. A plan we invoice ourselves also ends at once when you move to Free.

Immediate

If you materially breach these terms or use the service unlawfully, we may suspend access or terminate for good cause. We first give you a warning with a reasonable deadline, unless a warning would be pointless or the breach is serious, in which case we may act at once. For a plan we invoice ourselves, the same applies to non-payment. How a failed payment is handled is described in section 04.

Your data

When a paid plan ends, your account moves to Free (section 04) and conversation transcripts follow the Free retention window. When you close your account, we delete its data 30 days later, as the Data Processing Agreement (section 11) describes. Statutory retention obligations remain unaffected.

When

We may amend these terms where necessary, for example to reflect changes to the service, to our providers or to the law.

Notice

Customers are notified by email at least 30 days before a change takes effect. The email says what changes, from which date, that you may end your subscription before then, and that continued use after that date counts as acceptance.

Your options

Continued use after that date counts as acceptance, and if you do not accept a change you may terminate with effect from the date it takes effect.

Law

These terms are governed by the law of the Federal Republic of Germany, excluding the UN Convention on Contracts for the International Sale of Goods.

Jurisdiction

If you are a merchant (Kaufmann), a public-law legal entity or special fund, or have no general place of jurisdiction in Germany, the exclusive place of jurisdiction is Darmstadt, Germany. Otherwise the statutory places of jurisdiction apply.

Consumers

Mandatory consumer protection provisions of your country of residence are unaffected.

Languages

These terms, the Data Processing Agreement and the Refund Policy exist in German and English. If the versions differ, the German version governs.

If any provision of these terms is or becomes invalid, the remaining provisions stay in force.