Solita Terms of Service

Last updated: 29 October 2026

These Terms of Service (the "Terms") govern the use of Solita, the website solita.app and related services (the "Service").

The Service is provided by SERGEI PRONIN PR RAČUNARSKO PROGRAMIRANJE AI BEOGRAD, a sole proprietor registered with the Serbian Business Registers Agency (APR), registration number (matični broj) 68694779, tax ID (PIB) 115857359, registered address Jurija Gagarina 231, lokal 329, 11073 Beograd (Novi Beograd), Serbia, email support@solita.app, phone +381 61 2695 226 ("Solita", "we", "us").

1. Who may use the Service

1.1. The Service is for businesses only. By accepting these Terms you confirm that you act for a business or profession, not as a consumer, and that you have authority to bind the business you represent (the "Client", "you").

1.2. You accept these Terms by creating an account, signing an order form, or paying for a subscription. If an order form conflicts with these Terms, the order form prevails.

2. Definitions

• Channel — a third-party messaging platform connected to the Service, such as WhatsApp Business Platform (Cloud API), Telegram.
• End User — a person who communicates with the Client through a Channel (for example, a tourist).
• AI Assistant — the Service's functionality that generates and sends messages using artificial intelligence, based on the Client's settings, instructions and knowledge base.
• Client Data — all data the Client or its End Users submit to the Service, including conversations, contacts and files.
• Users — the Client's employees and contractors authorised to use the Client's account.

3. The Service

3.1. Solita provides software, available online, that lets travel and tour businesses answer End Users in Channels with an AI Assistant, qualify leads, send follow-ups to End Users who stopped responding, hand conversations over to a human manager, and manage leads in dashboards and CRM tools.

3.2. We may change, improve or remove features. We will not materially reduce core functionality of a paid plan during a paid period without notice (at least 30 days).

3.3. The Service does not include implementation, custom development or consulting unless agreed separately in writing.

4. Account and security

4.1. You must provide accurate information and keep it up to date.

4.2. You are responsible for all activity under your account, for your Users, and for keeping credentials confidential. Tell us immediately at support@solita.app about any unauthorised access.

5. AI Assistant

5.1. Disclosure. Messages in Channels may be generated and sent automatically using AI, including large language models of third-party providers, based on instructions and settings you define.

5.2. Accuracy. AI output is probabilistic. It may be inaccurate, incomplete, outdated, or contain statements not supported by your data ("hallucinations"). We do not warrant that AI output is accurate, complete or fit for a particular purpose.

5.3. Your review and control. You are responsible for configuring the AI Assistant, for the content of your knowledge base, prices and offers, and for monitoring conversations. You can take over any conversation and hand it to a human manager at any time.

5.4. Human confirmation. The Service is designed so that actions with legal or financial effect — confirming bookings, granting discounts or changing prices, accepting or refunding payments, concluding contracts — require confirmation by your User, unless you agree otherwise with us. If you extend the AI Assistant's autonomy, you bear the resulting risk.

5.5. Messages are yours. Messages generated by the AI Assistant and sent in your Channel are sent in your name and on your behalf. You are the sender in relation to End Users and third parties. Solita is not a party to your relationship with End Users and does not make any promise to them.

5.6. No professional advice. You must not configure the AI Assistant to give legal, medical, financial, visa or immigration advice, or other advice requiring a licence.

5.7. Disclosure to End Users. You must inform End Users that they may be communicating with an automated system where required by law or Channel rules. We may include such a notice in default scenarios.

5.8. No training. We do not use Client Data or End User data to train our own or third-party general-purpose AI models. We use LLM providers under terms that prohibit training on data we send. We do not use data received through the WhatsApp Business Platform to train, develop or improve AI models.

5.9. Aggregated statistics. We may use aggregated, anonymised usage metrics (volumes, response times, feature use) to operate and improve the Service. These do not include conversation content or identify you or End Users.

6. Channels

6.1. Official connections only. We connect Channels only through official APIs of the Channel owner or its authorised partners.

6.2. Third-party terms. Channels are operated by third parties (for example, Meta Platforms for WhatsApp, Telegram). Your use of a Channel is subject to that Channel's terms and policies, including the WhatsApp Business Terms, WhatsApp Business Messaging Policy and Meta's commerce policies. You must comply with them.

6.3. No guarantee of Channel availability. We do not control Channels and do not guarantee their availability, pricing, approval of message templates or display names, or messaging limits. Channel fees (such as WhatsApp conversation or message charges) are included in the Service fee, unless your order form states otherwise.

6.4. Account restrictions by a Channel. A Channel may limit, suspend or ban your number or account at its discretion. You accept this risk. If the restriction results from your content, contact base, sending volume, lack of opt-in, End User complaints or breach of Channel rules, we are not liable. If it results solely from a defect in the Service that breached Channel rules, our liability is limited under section 12. We do not guarantee that a Channel will restore an account.

6.5. If a Channel is unavailable for more than 30 consecutive days for reasons outside your control, you may terminate the affected subscription and receive a pro-rata refund of prepaid fees for the unused period.

7. Messaging rules and your responsibility

7.1. Opt-in. You are solely responsible for having a lawful basis and any required opt-in or consent before messaging End Users, including WhatsApp opt-in requirements, and for keeping evidence of it.

7.2. Content and templates. You are responsible for all content sent through the Service, including message templates you submit for approval, offers, prices and AI Assistant instructions. You act as the sender and, where relevant, advertiser of these messages.

7.3. Opt-out. You must honour opt-out requests promptly. The Service may automatically block further messages to End Users who opt out.

7.4. Prohibited use. You must not use the Service to:

• send spam, unsolicited bulk messages, or messages to purchased or scraped contact lists;
• send unlawful, deceptive, fraudulent, harassing, or discriminatory content;
• violate Channel policies or anyone's rights, including privacy and intellectual property;
• collect special categories of personal data or payment card data through conversations, unless lawful and necessary;
• reverse-engineer, resell or share access to the Service without our written consent;
• interfere with the security or operation of the Service.

7.5. Evidence. On our request you must provide, within 2 business days, evidence of opt-in and of the purpose of your messaging.

8. Data protection

8.1. Roles. For End User data that you process through the Service, you are the controller and Solita is the processor. For your account, billing and website data, Solita is the controller under our Privacy Policy.

8.2. DPA. Our processing of End User data is governed by the Data Processing Addendum (DPA), available on request at privacy@solita.app, which forms part of these Terms.

8.3. Your obligations as controller. You are responsible for: having a lawful basis for the processing; giving End Users a privacy notice that mentions the use of Solita and AI; handling End User requests (we will assist); and not instructing us to process data unlawfully.

8.4. Sub-processors. We use sub-processors, including Meta Platforms, Telegram, Anthropic, OpenAI, Contabo GmbH (hosting, Germany) and Stripe (payments). The current list is in our Privacy Policy (https://solita.app/privacy). We will give 15 days' notice of new sub-processors, and you may object. If we cannot address a reasonable objection, you may terminate the affected service with a pro-rata refund.

8.5. International transfers. Data may be processed outside Serbia, as described in the Privacy Policy and the DPA, with safeguards required by law.

9. Fees and payment

9.1. Fees, plans and billing periods are shown at https://solita.app/#plans or in your order form. Fees are payable monthly in advance in US dollars (USD) via Stripe, through a third-party payment service provider.

9.2. Fees do not include taxes, bank charges or Channel fees, unless stated otherwise.

9.3. If payment is late, we may suspend the Service after 7 days' notice.

9.4. We may change fees with 30 days' notice. Changes apply from the next billing period. If you disagree, you may cancel before the change takes effect.

9.5. Fees already paid are non-refundable, except as stated in these Terms or required by law.

9.6. Monthly guarantee. If, in your most recent paid month, the AI Assistant did not handle more than half of your new customer requests on its own, we refund the fee for that month, as described at https://solita.app/#plans. Send the request to support@solita.app within 14 days after that month ends.

9.7. Free trial. New Clients may use the Service free of charge for 7 days. No payment card is required. The trial ends automatically after 7 days; nothing is charged unless you choose a paid plan. During the trial the Service is provided "as is", without the guarantee in clause 9.6 and without service commitments. If you do not choose a paid plan, data created during the trial is deleted within 30 days after the trial ends. We may limit usage during the trial or decline or end a trial to prevent abuse.

10. Availability and support

10.1. We aim for high availability but do not guarantee uninterrupted or error-free operation. We may carry out maintenance, if possible with prior notice.

10.2. Support is available at support@solita.app, Monday to Friday, 9:00–18:00 CET. We aim to respond within 3 business days.

11. Intellectual property

11.1. Solita and its licensors own the Service, software, design and documentation. We grant you a non-exclusive, non-transferable right to use the Service during the subscription, for your internal business purposes.

11.2. You own Client Data. You grant us the right to process Client Data only to provide, secure and support the Service, and as described in the DPA.

11.3. If you send us feedback, we may use it without obligation to you.

12. Liability

12.1. The Service is provided "as is" and "as available", to the extent permitted by law.

12.2. We are not liable for: AI output and its consequences once you have been able to review or control it; content of messages sent in your Channels; actions of Channels or other third parties, including account restrictions under section 6.4; End User actions; loss of profit, revenue, business or goodwill; or indirect damage.

12.3. Cap. Our total liability under these Terms for all events in any 12-month period is limited to the fees you actually paid to us for the 3 months before the event giving rise to the claim. If the contract has lasted less than 3 months, the cap is the fees paid to date.

12.4. These limits do not apply to damage caused intentionally or by gross negligence, or where Serbian law does not allow liability to be limited or excluded.

12.5. Your indemnity. You will indemnify us against claims, fines and costs from third parties (including End Users, Channels and authorities) arising from your content, your messaging without lawful opt-in, your breach of Channel rules, or your breach of these Terms or data protection law.

13. Suspension and termination

13.1. Suspension. We may suspend all or part of the Service immediately if we reasonably suspect spam, abuse, a breach of section 7, a breach of Channel rules, a security threat, or if a Channel or authority requests it. We will notify you and, where possible, give you a chance to fix the issue. Fees for the suspension period are not refunded if the suspension is caused by you.

13.2. Termination by you. You may cancel at any time in your account or by email. Cancellation takes effect at the end of the current paid period, unless stated otherwise.

13.3. Termination by us. We may terminate with 30 days' notice for any reason, with a pro-rata refund of prepaid fees, or immediately for a material breach by you.

14. Data on termination

14.1. Export. For 30 days after termination, you can export your data (contacts, conversations, lead records) in a machine-readable format, or ask us to provide an export.

14.2. Deletion. After that period, or earlier on your written request, we delete Client Data from production systems within 7 days. Backups are deleted on rotation, within 60 days. During that time, backups are not used except to restore systems.

14.3. Legal retention. We keep invoices, accounting records and logs required by law for the legally required period.

15. Confidentiality

Each party keeps the other's non-public information confidential and uses it only to perform these Terms. Solita staff access conversation content only to provide support at your request, for security, or when required by law.

16. Force majeure

Neither party is liable for failure caused by events beyond its reasonable control, including failures of internet, hosting or Channel infrastructure, changes in Channel policies, and acts of authorities.

17. Changes to these Terms

We may update these Terms. We will notify you at least 30 days before material changes take effect. If you do not agree, you may terminate before the effective date and receive a pro-rata refund of prepaid fees. Continued use after the effective date means acceptance.

18. Governing law and disputes

18.1. These Terms are governed by the laws of the Republic of Serbia, excluding conflict-of-law rules. The UN Convention on Contracts for the International Sale of Goods does not apply.

18.2. The parties will first try to resolve disputes by negotiation. If not resolved within 30 days, disputes will be decided by the Commercial Court in Belgrade (Privredni sud u Beogradu), Serbia.

19. Miscellaneous

19.1. Notices to you are sent to your account email. Notices to us go to support@solita.app.

19.2. You may not assign these Terms without our consent. We may assign them to a successor of the business with notice.

19.3. If a provision is invalid, the rest remains in force.

19.4. These Terms, the order form, the DPA and the Privacy Policy are the entire agreement on their subject.

19.5. These Terms are drafted in English. If translated, the English version prevails.

20. Contact

SERGEI PRONIN PR RAČUNARSKO PROGRAMIRANJE AI BEOGRAD
Jurija Gagarina 231, lokal 329, 11073 Beograd (Novi Beograd), Serbia
MB 68694779 · PIB 115857359
support@solita.app · +381 61 2695 226