Terms of Service

1. The parties and subject matter

Provider: Blackhole Enterprise FZ-LLC (Ras Al Khaimah, United Arab Emirates; free zone licence number 47010494) — the "Provider" or "we". Our contact details are in the Legal notice.

Customer: the business entity or sole trader subscribing to the service — the "Customer" or "you". User: a natural person authorised by the Customer to use the service.

These terms govern use of the Svada service at svada.io. By placing an order or using the service, the Customer accepts these terms.

2. Business users only

Svada is offered exclusively for business and professional use. It is not offered to consumers — natural persons acting outside their trade, business, craft or profession.

A valid tax number (or equivalent business identifier) is required to place an order. By ordering, the Customer confirms that it uses the service in the course of its business and is not acting as a consumer.

Accordingly, consumer contract rules — including the fourteen-day right of withdrawal for distance contracts — do not apply. The money-back guarantee in clause 4 is nonetheless provided as a contractual undertaking.

3. What the service does

Svada is an AI-based sales assistant. Its main functions: producing a pre-meeting brief; company and decision-maker research from public sources with citations; analysis of call transcripts (scoring, coaching, suggested next steps, draft emails); tracking a salesperson's skills over time; practice against a simulated buyer; and organisation-level summaries for the administrator role.

The service works from material the Customer supplies (transcripts, notes, uploaded documents) and from publicly available sources. We do not record calls and do not join meetings: the Customer uploads or forwards the material.

Some features depend on third-party provider keys and are available only when we have enabled them (web research, audio transcription, spoken practice). Without them the core functions work unchanged.

4. The nature of AI output — important limitation

The service's outputs are AI-generated SUGGESTIONS supporting the Customer's decisions. They do not constitute and do not replace legal, tax, financial, employment, medical or other professional advice.

By the nature of generative AI, output may contain inaccuracies or incorrect statements. Several safeguards are built in — no observation appears without a verbatim quote, research claims are tied to sources in code, and a separate verification step checks the text against the source material — but we do not warrant and do not claim freedom from error. We publish our own measurement of the residual error rate.

The Customer undertakes to subject outputs to human review before use, in particular before making statements or offers to third parties or taking decisions concerning its employees on that basis. The Provider is not liable for damage arising from output used without human review.

The service produces automated assessments of calls made by the Customer's employees. These assessments are decision-support information; the service does not and must not make automated decisions on establishing, modifying or terminating employment.

5. Formation, fees and payment

There is no self-service signup. The Customer expresses interest via the website form or by email; the contract comes into existence upon the Provider's written confirmation and the opening of access.

Plans (in Hungarian forints, monthly): Trial — HUF 4,990 / 14 days; Individual — HUF 14,990 / month (1 user); Team — HUF 27,500 (2 seats), 37,500 (3), 44,000 (4), 49,990 (5); above five seats, custom quote. Current prices are those shown on the website price list.

Fees are exclusive of value added tax. The Provider is a taxable person established in the United Arab Emirates, outside the European Union; accordingly, for services supplied to a taxable Customer established in the European Union, the tax is accounted for by the Customer in its own Member State under the reverse charge mechanism. The Customer must supply a valid EU VAT number and notify us of any change without delay.

Invoicing is manual and in advance. There is no auto-renewal and no stored card billing: the service ends at the close of the subscribed period unless the parties agree to extend it. Payment by bank transfer or card, as stated on the invoice.

In case of late payment the Provider may, after written notice, suspend access until the fee is paid. Suspension does not delete the Customer's data.

6. Trial period and money-back guarantee

The trial plan provides full access for 14 calendar days for HUF 4,990. During the trial, volume allowances are narrower (currently at most 5 deals, 10 debriefs and 5 research runs); these allowances exist to demonstrate the product.

Guarantee: if during the trial the Customer uploads the transcript of at least one real call and receives its analysis, and within 14 days of the end of the trial states in writing that the service provided no substantively new information, the Provider will refund the trial fee without requiring justification. Refunds are made by the original payment method within 30 days of the notice.

The guarantee covers the trial fee. It is not available if the Customer processed no real call in the system during the trial.

7. Usage allowances and cost governance

Every plan carries a built-in usage safety threshold limiting AI and third-party provider cost. When the threshold is reached, generating operations pause temporarily; reading and exporting existing data continues to work. The thresholds are ample for normal use and protect the Customer from unexpected cost caused by unusual usage.

Short-window burst limits also operate, to prevent abuse and misconfigured automation.

We notify the administrator by email and in the application as the threshold is approached and reached. Raising an allowance is subject to separate agreement.

8. The Customer's data obligations

For content uploaded by the Customer — in particular call transcripts, notes and data recorded about prospects — the Customer is the data controller and the Provider is the data processor. The Customer is responsible for having a proper legal basis for that processing.

The Customer expressly undertakes to: (a) ensure the lawfulness of any call recording or transcription and the prior information of participants; (b) inform prospects about the processing of their data as required by the General Data Protection Regulation, including where the data was not obtained from them; (c) inform its employees in writing that the system analyses their calls and produces assessments of their performance, in accordance with section 11/A of Hungarian Act I of 2012 on the Labour Code, and consult the works council or employee representatives where required.

The Customer shall not upload special categories of personal data (health, biometric, philosophical belief, trade union membership or sex life data) or data relating to criminal convictions. The system is not designed to process such data.

9. Acceptable use

It is prohibited to use the service for: unlawful, deceptive or harassing communication; profiling or surveillance of natural persons beyond the product's intended purpose; preparing decisions that constitute unlawful discrimination; infringing third-party intellectual property; or processing content the Customer is not entitled to.

It is likewise prohibited to disrupt the service, circumvent access controls, attempt to reach another organisation's data, reverse engineer the service, or systematically extract data for the purpose of developing a competing product.

Accounts are personal and must not be shared. The Customer is responsible for keeping access credentials confidential and for activity carried out with the account. Suspected misuse must be reported without delay.

On a serious breach of this clause the Provider may suspend access without prior notice and terminate the contract with immediate effect.

10. Data processing terms (Article 28 GDPR)

This clause constitutes the data processing agreement between the parties in respect of personal data uploaded by the Customer or generated in the service.

Subject matter and duration: provision of the service, for the term of the contract. Nature and purpose: storage, analysis and delivery of the service's functions. Types of data: contact and business data, call transcripts and notes, and the analyses generated from them. Categories of data subjects: the Customer's employees and users, and the contact persons of the Customer's prospective and existing customers.

The Provider processes personal data only on the Customer's documented instructions — proper use of the service constitutes such an instruction — unless required otherwise by applicable law, in which case the Provider will inform the Customer beforehand unless the law prohibits it.

The Provider ensures that persons with access are bound by confidentiality, and implements the technical and organisational measures required by Article 32 GDPR (described in detail in the Privacy Policy).

The Customer gives general authorisation for the engagement of further processors. The current list is set out in the Privacy Policy; the Provider will give at least 30 days' notice of the addition or replacement of a processor, on which the Customer may object and, if the objection cannot be resolved, terminate the contract before the change takes effect.

The Provider will reasonably assist the Customer in responding to data subject requests and in meeting its obligations under Articles 32–36 GDPR, including personal data breach handling and impact assessments. We will notify the Customer of a personal data breach without undue delay after becoming aware of it.

On termination, the Provider will, at the Customer's choice, return or delete the data; absent instruction, the data is permanently deleted 30 days after termination, unless retention is required by law.

The Provider will make available the information necessary to demonstrate compliance and — on reasonable notice, at most once a year, without disproportionate disruption to its operations — allow an audit.

11. Intellectual property

The service, its software, interface, design, documentation and the underlying methodological knowledge base are the Provider's intellectual property. The Customer receives a non-exclusive, non-transferable, non-sublicensable right of use for the term of the contract.

Content uploaded by the Customer remains the Customer's property. The Provider acquires rights in it only to the extent and for the period necessary to provide the service.

The Customer receives an unrestricted right to use, in the course of its own business, the outputs the service generates from the Customer's data.

The Provider does not use the Customer's content to train its own AI models and does not pass it to third parties for that purpose.

12. Availability and support

The Provider aims for continuous availability but does not undertake a specified service level (SLA) under these terms. We give advance notice of planned maintenance.

The service also depends on the availability of third-party providers (AI, search and transcription providers); their outage may temporarily limit certain functions.

Support by email on business days. We acknowledge fault reports within one business day.

The Provider may develop and modify the service. We give at least 30 days' notice of a material restriction or discontinuation of a feature.

13. Liability

The Provider's liability — save for liability that cannot be limited by law, namely for intentionally caused damage and for breach causing loss of life or damage to physical integrity or health — is limited to the fees actually paid by the Customer in the twelve months preceding the damage.

The Provider is not liable for lost profit, lost business opportunity, damage to reputation, indirect loss arising from data loss, or damage arising from use of AI output without human review.

The Provider is not liable for the lawfulness of content uploaded by the Customer, nor for consequences of the Customer's failure to meet its controller obligations. If a third party or authority brings a claim against the Provider on such grounds, the Customer shall indemnify the Provider.

This limitation does not affect either party's independent liability towards data subjects under data protection law.

14. Term and termination

The contract is concluded for the subscribed period and, absent auto-renewal, ends at its close.

Either party may terminate with immediate effect on the other's material breach, following 15 days' written notice that has remained without result. On a serious breach of clause 9 the notice may be dispensed with.

After termination the Customer may request export of its data for 30 days. Thereafter the data is deleted in accordance with clause 10.

15. Changes to these terms

The Provider may amend these terms. We will notify the Customer by email at least 30 days before the change takes effect.

If the Customer does not accept the change, it may terminate the contract before the effective date; in that case we refund the pro-rata unearned fee. Continued use of the service constitutes acceptance.

16. Governing law and jurisdiction

The parties' relationship is governed by Hungarian law, excluding its conflict of laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

The parties will seek to resolve disputes primarily by negotiation. Failing that, the Hungarian courts have jurisdiction; depending on the amount in dispute, the parties stipulate the exclusive competence of the Buda Central District Court or the Székesfehérvár Tribunal.

This clause does not affect the Customer's right to bring a data protection claim before the forum competent under the GDPR.

17. Miscellaneous

These terms — together with the Privacy Policy and the confirmed order — constitute the entire agreement between the parties and supersede prior oral or written statements.

If a provision proves invalid, the validity of the remaining provisions is unaffected; the invalid provision is replaced by the valid provision closest to the parties' economic purpose.

The Customer may not assign its rights under the contract without the Provider's prior written consent. The Provider may assign the contract in the case of succession, of which it will notify the Customer.

Email constitutes written communication. The Provider's notice address: marton@blackholemedia.eu; the Customer's is the email address given on conclusion of the contract.

In case of divergence between the Hungarian and English versions, the Hungarian text prevails.