Terms and conditions

1. Definitions

• The Provider: FELIX ONLINE CONCEPT SRL, with the identification details above.
• The Client: the legal entity or authorized self-employed person who creates an account, pays for a subscription or accepts an offer for MOON Chat or MOON Voce.
• The Service: MOON Chat, as described in section 3, including the admin dashboard at app.moonchat.ro, and MOON Voce, for Clients who have contracted it.
• MOON Voce: the voice assistant that answers the phone on the Client's behalf, described in section 15.
• The Plan: the service level chosen by the Client, with the limits and features shown at the time of choosing.
• The billing rate: the National Bank of Romania (BNR) euro/leu exchange rate plus 2%, applied as set out in section 7.
• The billing period: the interval the Client pays for in advance: one month, 6 months or 12 months.
• The card page: the payment processor's secure page, opened from the dashboard through the "Card, invoices, cancellation" button, where the Client manages their card, invoices and subscription.
• The Account: the Client's access to the admin dashboard, based on a username and password.

2. Acceptance of the terms. Who the service is for

These terms apply from the moment the Client creates an account, ticks the box accepting them at payment, pays for a subscription, accepts an offer, installs the MOON Chat widget or forwards calls to the MOON Voce number. Electronic acceptance has the same value as a signature.

The service is intended exclusively for professionals (legal entities, authorized self-employed persons, sole proprietorships or family businesses and liberal professions) who use it for their business. It isn't intended for consumers. By entering their tax identification number at payment, the Client declares that they act as a professional; as a result, the provisions on consumers' right of withdrawal don't apply.

If there is a separately signed offer or contract between the Provider and the Client, its provisions take precedence, and these terms apply on a supplementary basis.

3. Description of the service

MOON Chat is a software-as-a-service product. The Provider makes available to the Client:

• a conversation widget installed on the Client's website;
• synchronization of the Client's product catalog, through the platform API or a product feed, or reading of the website pages, for websites without a store;
• generation of replies through artificial intelligence models, based on the catalog, the pages and the configured rules;
• an admin dashboard with stats, conversations and leads;
• automatic replies on Messenger, Instagram, Telegram and WhatsApp, for Clients who have added these channels, as set out in section 16;
• the initial setup and training of the chatbot, where these are included in the offer or charged separately.

The service doesn't take orders and doesn't process payments on the Client's behalf. Order completion stays in the Client's store.

The Provider also offers MOON Voce, the voice assistant that answers the phone, under the specific conditions in section 15.

The included features are those shown for the chosen plan at the time of payment, in the dashboard, on moonchat.ro/preturi (moonchat.ro/en/pricing in English) or in the accepted offer. Features marked "in progress" aren't part of any plan and aren't promised by any particular date.

4. Trial period

The Provider may grant a trial period, with the duration and limits shown at sign-up. No card is required for the trial period and nothing is charged. When it expires, the chatbot stops answering until the Client chooses a plan and pays. No amount is charged automatically at the end of the trial.

5. The subscription and billing periods

• The service is paid in advance, for the chosen billing period: monthly, every 6 months or every 12 months.
• Paying for 6 months gets a 10% discount, and paying for 12 months gets a 20% discount, compared with the monthly price of the same plan. The amount due for the chosen period, in lei, is shown before payment.
• The subscription renews automatically at the end of each period, for a period of the same length, at the same price in euros, until the Client cancels it. The amount in lei is recalculated at each renewal, as set out in section 7. By paying, the Client authorizes automatic charging of renewals to the saved card.
• For 6 or 12-month subscriptions, the Client receives an email notification before renewal.
• Access to the paid plan starts immediately after the payment is confirmed and lasts until the end of the paid period. As a courtesy, the Provider grants 3 more days of access after that date, so a delayed renewal doesn't interrupt the service. These days aren't invoiced and don't extend the billing period.
• Each plan has usage limits (conversations, voice messages, products or pages learned), shown when choosing. Beyond the included number of conversations and voice messages, the service continues, and the extra usage is invoiced under the rules below. MOON Voce minutes over the cap are invoiced as set out in section 15.

Usage over the plan limits

• Conversations and voice messages beyond those included in the plan are invoiced per unit, at the prices shown on moonchat.ro/preturi for the plan in force on the date of use. For plans that don't include voice messages, each voice message is invoiced as usage.
• Usage is charged automatically to the saved card, without further confirmation: immediately, when uninvoiced usage reaches €20, and the rest on the monthly subscription date. For 6 or 12-month subscriptions, usage is charged monthly, separately from the subscription. By paying for the subscription, the Client authorizes these charges. Payment is made in lei, at the billing rate, as set out in section 7.
• If charging for usage fails, the Provider may immediately stop the replies generated with artificial intelligence. Until payment, MOON Chat only collects visitors' contact details. Stopping the replies doesn't give a right to compensation and doesn't reduce the amounts due. Section 11 also applies.
• Usage is determined based on the records in the Provider's platform, which the Client can see in the dashboard and which serve as proof of usage. Objections are sent within the deadline in section 7.
• Recorded usage isn't refunded, including when it comes from unusual traffic on the Client's website or channels.
• No usage is invoiced during the trial period.

Additional services

• Additional services are those shown separately on moonchat.ro/preturi, with their own monthly price: calendar appointments, for plans that don't include them, and the Messenger, Instagram, Telegram and WhatsApp channels, described in section 16.
• They are turned on from the dashboard, with card payment, and start after the payment is confirmed. On activation, the amount for the period remaining until the next invoice is charged immediately. After that they're paid on a recurring basis, together with the subscription, as set out in section 8. Their price doesn't get the discount for paying for 6 or 12 months.
• Stopping an additional service takes effect at the end of the period already paid. No credit, balance or refund is given for the remaining period.

6. Payment

• Subscriptions in the dashboard are paid by card, through an authorized payment processor (Stripe). Card details are entered and stored exclusively by the processor; the Provider doesn't have access to the full card number.
• At payment, the Client fills in the company name, tax identification number and address. The Client is responsible for the accuracy of this data, on the basis of which the invoice is issued.
• Payment may require additional cardholder authentication (3-D Secure), according to the issuing bank's rules.
• The payment processor's fees aren't invoiced separately. Currency exchange and collection costs are covered by the 2% in the billing rate (section 7).
• Discount codes apply only under the conditions shown when they were issued (duration, number of uses, eligible plans) and can't be combined, unless stated otherwise.
• Invoices that aren't paid by card when issued (for example, MOON Voce minutes over the cap or services contracted on the basis of an offer) are paid by bank transfer, within the deadline written on the invoice. If the invoice has no deadline, it's paid within 5 days of issue.
• The Client's bank fees, including currency conversion fees, and the exchange rate differences applied by the Client's bank are borne by the Client. A payment is considered made when the full amount has reached the Provider's account.
• For any amount not paid by the due date, the Client owes late payment penalties of 0.1% per day, from the day after the due date until full payment. Total penalties can't exceed the overdue amount. The Provider is also entitled to the compensation for recovery costs provided by Romanian Law no. 72/2013.
• The Client may not withhold or offset amounts due against their own claims against the Provider without the Provider's written consent.

7. Prices, currency, VAT and invoicing

• The prices shown on the website and in offers are in euros and are final. The Provider isn't registered for VAT, so no VAT is added to the prices shown, and invoices are issued without VAT.
• Invoicing and payment are in Romanian lei (RON), at the billing rate: the price in euros multiplied by the National Bank of Romania (BNR) euro/leu rate valid on the day the invoice is issued, plus 2%. For card payments, the rate on the day of payment is used, and the amount in lei shown at payment is the amount charged and invoiced. The 2% covers currency exchange and collection costs.
• For automatic card renewals, the amount in lei is recalculated on the renewal day, at that day's BNR rate plus 2%. The price is the one in euros, so recalculation based on the exchange rate isn't a price change within the meaning of section 8.
• Subscriptions started before September 30, 2026 keep their amount in lei. Their move to the euro price is announced by email at least 30 days in advance, and a Client who doesn't agree can cancel the subscription before renewal.
• If the Provider becomes VAT-registered, the prices shown from that date will state whether or not they include VAT. For ongoing subscriptions, the Provider notifies the Client by email at least 30 days before any change applies, and the Client can cancel the subscription without penalties, effective at the end of the paid period.
• For each card payment, the Provider issues an invoice marked as paid. MOON Voce minutes over the cap are invoiced at the end of the month in which they were used. Invoices are sent by email and, where the law requires, through the Romanian national e-invoicing system (RO e-Factura). The history of card payments can also be seen on the card page.
• Invoices are issued electronically. The Client agrees to receive them by email. Objections to an invoice are sent by email within 5 days of receipt; after this deadline, the invoice is considered accepted. The undisputed part is paid on time.

8. Price changes and changing plans

• The Provider may change plan prices. The price of a period already paid doesn't change. For ongoing subscriptions, the new price applies only from a later renewal and only after an email notification sent at least 30 days in advance. A Client who doesn't agree can cancel the subscription before renewal.
• Moving to a higher plan (or to a longer billing period, or adding an additional service) can be done at any time from the dashboard and applies immediately: the unused amount remaining from the current period is deducted, and the difference is charged immediately to the saved card. If paying the difference fails, the change isn't applied.
• Moving to a lower plan (or to a shorter billing period, or dropping an additional service) applies from the end of the period already paid. Until then the Client keeps the current plan; no credit, balance or refund is given for the remaining period. From the date of the change, the new plan is charged automatically to the same card. The Client can cancel the change from the dashboard until that date.

9. Canceling the subscription

• The Client can cancel the subscription at any time, without penalties and without notice, from the card page ("Card, invoices, cancellation", in the dashboard) or by email to contact@moonchat.ro.
• Cancellation takes effect at the end of the period already paid. Until then the service works normally; after that nothing more is charged, and the service stops.
• The Client can withdraw the cancellation, from the same page, until the end of the paid period.
• For 6 or 12-month subscriptions, the discount is granted in exchange for paying for the whole period. Canceling early doesn't lead to a refund of the remaining months or to a recalculation of the discount.
• On termination, the widget stops answering, and the Client can export leads from the dashboard until the data is deleted.

10. Refunds

• Amounts paid for a period already started aren't refunded, not even partially, including in case of cancellation or of not using the service during that period.
• As an exception, the Provider refunds the amount paid, in proportion to the remaining period, if the service was unavailable through the Provider's fault for more than 15 consecutive days, if a change made by the Provider removed an essential feature of the paid plan, or if the same amount was charged twice by mistake.
• Refund requests are sent by email within 30 days of payment and are resolved within 14 days at most. The refund is made in lei, from the amount collected, to the card used for payment, and the Provider issues the corresponding credit note.

11. Failed payments, arrears, disputes and suspension

• If a renewal can't be charged, the processor automatically retries the payment over the following days, and the Client is notified by email and can update their card from the card page.
• If the payment doesn't succeed by the end of the 3-day grace period, the service is suspended. Suspension doesn't delete the Client's data; the service resumes after payment. If all retries fail, the subscription is canceled automatically.
• If an invoice issued by the Provider isn't paid within 10 days of the due date, the Provider may suspend the service it relates to, without further notice. The service resumes after full payment, including penalties. Suspension doesn't reduce the amounts due and doesn't extend the paid period. If the delay exceeds 30 days, the Provider may terminate the subscription, and the overdue amounts remain due.
• Disputing with the bank a payment for a service provided (chargeback) without first contacting the Provider entitles the Provider to suspend the service until the matter is clarified. If the dispute turns out to be unjustified, the Client owes the disputed amount and the related costs charged by the processor.
• The Provider may suspend or close the account, with email notification, in case of serious breach of these terms, fraudulent use or use of the service for illegal purposes.

12. The Client's account

• The Client is responsible for keeping access details confidential and for the activity in their account, including that of the users they add.
• The Client notifies the Provider immediately, by email, of any unauthorized use of the account.
• The email address in the account is the official communication address. Messages sent to this address are considered received.

13. The Client's obligations

• To provide access to the product catalog (an API key with read rights or the address of a valid feed) and to announce any change to it.
• To hold the rights to the content, images and data they make available.
• To inform their own visitors about data processing through their own privacy policy and to display a cookie consent mechanism, where the law requires.
• To regularly check the conversations in the dashboard and correct the chatbot's rules, if needed.
• Not to use the service for illegal or misleading content or content that infringes third-party rights.

By default, the widget shows the "Made by THE MOON Agency" mention. It can be removed or replaced only through the corresponding paid option.

14. Content generated with artificial intelligence

The chatbot generates replies automatically. Although it's set up to use only the data from the Client's catalog and pages and not to invent information, the nature of the technology doesn't fully rule out wrong or incomplete replies. The Client accepts this and understands that the service doesn't replace human checking.

The Provider doesn't guarantee commercial results: sales, leads, traffic or search engine rankings.

15. MOON Voce (the phone voice assistant)

This section applies only to Clients who use MOON Voce and supplements the rest of the terms. Payment, cancellation, termination, force majeure and the other general rules remain those in the other sections.

What the Client gets

• An artificial intelligence assistant that answers calls received on a phone number provided by the Provider through the operator Twilio, including calls forwarded from the Client's number. The assistant answers from the business information, makes, moves or cancels bookings, can send the caller a text message and sends the Client a summary of each call.
• Features depend on the plan. Outbound calls (the assistant calls people who left their number) are available only in the plans that include them.
• Setup (configuration with the business information and testing together with the Client) is included in the subscription.
• Until the commercial launch, MOON Voce is offered only on request, after a demonstration, on the basis of an offer. The accepted offer takes precedence, as set out in section 2.

Minutes, text messages and invoicing

• Each plan includes a number of minutes per calendar month. Unused minutes don't carry over to the next month.
• Minutes are counted per call, and each minute started counts as a full minute. All the time the call passes through the Provider's number counts: the conversation with the assistant, the transfer to the business, and the time the call first rings at the business, when the route is set that way. For outbound calls, the conversation counts from the moment it's answered.
• Over the included minutes, calls continue. Extra minutes are invoiced at the end of the month, at the plan's per-minute price in euros, shown when choosing it or in the offer, in lei at the billing rate on the invoice date.
• A call lasts at most 10 minutes, unless a different limit was set during configuration. At the limit, the assistant ends the call.
• Text messages sent by the assistant during calls are limited to the plan's monthly cap. After the cap, the assistant doesn't send text messages until the next month.
• Minutes and text messages are determined based on the records of the Provider and of Twilio, which the Client can see in the dashboard.
• The invoice for extra minutes is paid within 5 days of issue. In case of delay, the penalties in section 6 apply, and 10 days after the due date the Provider may suspend MOON Voce without further notice, as set out in section 11. The service resumes after payment.
• On termination of the subscription, the extra minutes from the last month are invoiced and paid under the same conditions.

The phone number

• The number the assistant answers on belongs to the Provider or to the operator Twilio. The Client receives it for use only for the duration of the subscription and can't transfer, port or claim it.
• For the number to be assigned, the Client sends the documents required by Twilio or by the authorities, for example the registration certificate from the Romanian Trade Register (ONRC), the tax code, the representative's ID and proof of address. Starting the service depends on receiving the complete documents and on their approval by Twilio; approval delays aren't attributable to the Provider.
• If Twilio or an authority withdraws or changes the number, the Provider provides another number, as far as possible.
• On termination of the subscription, the number may be released, and calls to it are no longer answered.
• The Client keeps their own number. Forwarding to the Provider's number is set up by the Client with their operator, at their own responsibility and cost, and the Client also turns it off on termination. Costs charged by the Client's operator for forwarding aren't included in the subscription.

The Client's obligations for calls

• For the data of people who call or are called, the Client is the data controller, and the Provider is the processor, as set out in the Privacy policy, section 7.
• At the start of each call, the assistant says it's a virtual assistant and, if recording is on, that the call may be recorded. The Client doesn't change the greeting, and doesn't ask for it to be changed, in a way that makes the announcement disappear or become misleading.
• The Client decides whether to turn on audio recording and is responsible for the legal basis for recording and for informing callers through their own privacy policy.
• Outbound calls are made only to people who asked to be contacted or gave their consent. The Client guarantees that they have this consent for each number and is fully responsible for any complaint, inspection or sanction related to these calls, including from the Romanian data protection authority (ANSPDCP), under the GDPR or the legislation on unsolicited commercial communications. If the Provider is held liable for them, the Client fully indemnifies the Provider, including for fines and legal costs.
• The information given to the assistant (services, prices, opening hours, booking rules, the transfer number) is the Client's responsibility. The Client keeps it up to date and informs the Provider of any change.

Limitations

• MOON Voce isn't intended for emergency calls and doesn't replace the 112 emergency number. The Client doesn't present it as an emergency line.
• The assistant uses artificial intelligence and can make mistakes: it may misunderstand what a person says, note a booking, a name or a number incorrectly and give incomplete information. Section 14 also applies to calls. The Client checks the bookings and leads coming from calls in the dashboard.
• The Provider isn't liable for missed or unanswered calls, wrong bookings, lost customers or lost profit, or for interruptions or limitations of Twilio, Google, ElevenLabs, Cloudflare or the telephone operators.
• For MOON Voce, the Provider's total liability is limited to the amount paid by the Client for MOON Voce in the month in which the problem occurred. Otherwise, section 18 applies.

Fair use

• MOON Voce isn't used for mass unsolicited calls or text messages, for fraud, for deceiving callers or for illegal content.
• In case of abuse, complaints from operators or an unusual volume of calls, the Provider may immediately limit or suspend outbound calls, text messages or the whole service, with email notification. Costs and sanctions applied by operators because of the Client are borne by the Client.

The demo on the Voice assistant page

• On the Voice assistant page, anyone can make a test call from their browser with the assistant of a fictional business. The information, prices and bookings in the demo are for testing and have no effect.
• The demo is free, provided as is, without warranties, with limits on duration and number of calls, and may be stopped at any time.
• The test conversation is saved and may be read by the Provider's team, as set out in the Privacy policy. Real details aren't needed.

16. The Messenger, Instagram, Telegram and WhatsApp channels

This section applies to Clients who add the Messenger, Instagram, Telegram or WhatsApp channels to MOON Chat and supplements the rest of the terms.

What the Client gets

• Automatic MOON Chat replies to messages received on the Client's Facebook page, Instagram account, Telegram bot or Telegram Business account, or WhatsApp numbers, based on the same data and rules as on the website.
• The channels are additional services, with a separate monthly price, shown on moonchat.ro/preturi or in the accepted offer. WhatsApp is paid for each connected number. The channel price doesn't get the discount for paying for 6 or 12 months.
• The channels are turned on from the dashboard, with card payment, and start after the payment is confirmed. On activation, the amount for the period remaining until the next invoice is charged immediately. After that the channels are paid on a recurring basis, together with the subscription, at each renewal, as set out in section 8.
• Stopping a channel takes effect at the end of the period already paid. Until then the channel works normally. No credit, balance or refund is given for the remaining period.
• During the trial period (section 4), Messenger, Instagram, Telegram and one WhatsApp number are free. After the trial, the channels stay active only if the Client keeps them when choosing a plan and pays for them. The free use applies only to the trial period.
• Conversations on the channels count toward the plan's conversation limit, as set out in section 5.
• Connecting is done from the dashboard, through the Client's Facebook account. For WhatsApp, the Client can use a new number or the number they already use in the WhatsApp Business app, if Meta allows this for that number.
• Telegram comes together with Messenger and Instagram, at the same price. It's connected from the dashboard, with the token of the bot the Client created in @BotFather. The Client can also link the bot to their Telegram Business account, if Telegram allows it.

The Client's obligations

• The Client is responsible for the Facebook page, Instagram account and WhatsApp Business account they connect. The Client declares that they have the right to manage them, keeps access to them and keeps the business details in the Meta account up to date.
• The Client complies with Meta's policies, including the WhatsApp Business Policy, the Commerce Policy and the messaging rules for Messenger and Instagram. The Client is responsible for the products and services offered through the channels, for the messages sent by them or their team, and for the consent of the people they write to on their own initiative.
• On Telegram, the Client is responsible for the bot they connect and for its token. The Client complies with Telegram's Terms and the rules for bots, doesn't use the same bot in another app and keeps the token safe. If the token reaches third parties or is changed in @BotFather, responsibility for the messages sent through the bot lies with the Client.
• Meta's fees aren't included in the subscription. The fees charged by Meta for WhatsApp messages are paid by the Client, directly to Meta, through the payment method in their WhatsApp Business account. The Provider doesn't invoice, collect or refund these fees and isn't responsible for their amount or for changes to them.
• If the Provider is held liable or incurs costs because of the way the Client uses the channels, the Client fully indemnifies the Provider, including for fines and legal costs.

Limitations

• The Provider isn't liable for Meta's decisions and interruptions: suspension or restriction of the page, the Instagram account, the number or the WhatsApp Business account, message limits, changes to rates, policies or technical interfaces, and interruptions of Meta's platforms.
• The same applies to Telegram: blocking or limiting of the bot or the Telegram Business account, changes to rules or technical interfaces, and Telegram interruptions. The provisions below on withdrawal of access and suspension also apply to the Telegram channel.
• If Meta withdraws, limits or changes access to the channels, the Provider may stop the affected channel, with email notification. From the next period, the Client no longer pays for the stopped channel. Stopping it doesn't give a right to compensation or to a refund of amounts already paid.
• The Provider may immediately suspend a channel if it receives a warning, restriction or complaint from Meta related to the Client's use of it, until the matter is clarified.
• When someone from the Client's team steps into a conversation, the chatbot stops answering in that conversation until it's restarted or the set interval passes. The Provider isn't liable for messages left unanswered during this time or outside the schedule chosen by the Client. Section 14 also applies to replies on the channels.

17. Service availability

The service runs on Cloudflare infrastructure and uses artificial intelligence models and interfaces from third-party providers. The Provider makes reasonable efforts to keep it running continuously, but doesn't guarantee uninterrupted, error-free operation.

Maintenance is done, as far as possible, outside peak hours. The Provider isn't liable for the unavailability or unilateral change of third-party services (the Client's e-commerce platform, Meta, WordPress, the artificial intelligence providers, the payment processor).

18. Limitation of liability

• The Provider's total liability, for any claim related to the service, is limited to the price of one month of subscription paid by the Client for the plan in force on the date of the event; for 6 or 12-month payments, the amount paid divided by the number of months is used.
• The Provider isn't liable for indirect damages: lost profit, loss of customers, data or opportunities, or for incorrect data existing in the Client's sources.
• The Provider isn't liable for visitors' decisions made based on the chatbot's replies, if the Client didn't flag the error in the dashboard.
• These limitations don't apply in case of fraud (dol) or gross negligence by the Provider.

19. Intellectual property

The code, architecture, dashboard, prompts and configurations of MOON Chat and MOON Voce remain the exclusive property of the Provider. The Client receives a non-exclusive, non-transferable right of use, limited to the duration of the subscription.

The Client's data (catalog, conversations, calls, leads) remains the Client's.

20. Personal data and confidentiality

Personal data is processed in accordance with the Privacy policy. To the extent the Provider processes data of the Client's visitors or customers, it does so as a processor, only to provide the service.

The Client's data is deleted within 60 days at most after the subscription ends, except for data the Provider must keep by law (for example, financial and accounting documents).

21. Force majeure

Neither party is liable for failure to perform obligations caused by force majeure, under the conditions of the law. The affected party notifies the other party within 5 days at most. If force majeure lasts more than 30 days, either party may terminate the subscription without penalties.

22. Changes to the terms

The Provider may update these terms. The version in force is published on this page, with the date of the last update. Changes affecting the Client's rights are communicated by email at least 30 days before they apply; a Client who doesn't accept them can cancel the subscription, effective at the end of the paid period. Continuing to use the service after that date means accepting the new terms.

23. Governing law and disputes

These terms are governed by Romanian law. The parties first try to settle disputes amicably, by email, within 15 days of notification. Failing an agreement, disputes are settled by the competent courts at the Provider's registered office.

If a provision is declared void, the others remain valid. Not exercising a right doesn't mean waiving it. The Client can't transfer the subscription to another person without the Provider's consent.

24. Contact

For any question about these terms, the subscription or invoices: contact@moonchat.ro, phone +40 762 030 710.