Fibly.pl Online Platform Terms of Service

Last updated: 21 September 2026

§1. Definitions

For the purposes of these Terms of Service, the following definitions apply:
1. AI Assistant – an IT tool based on artificial intelligence solutions, made available to the Client as part of the SaaS Service, enabling automated text communication with End Users via an interface embedded in the Communication Channel selected by the Client, generating responses to End Users' messages on the basis of programmed rules and natural language processing models, whereby the use of the AI Assistant within the Service is subject to the limits resulting from the selected Package;
2. Business Days – Monday to Friday, excluding statutory public holidays;
3. Electronic Communication Channels – means of distance communication enabling End Users to interact with the AI Assistant, in particular via websites, mobile applications and external communication platforms or services used by the Client in the course of its business, such as e-mail, SMS, WhatsApp, Messenger, Instagram;
4. Client – an Entrepreneur, excluding Entrepreneurs with Consumer Rights, who places an Order for the Service presented on the Platform website;
5. Civil Code – the Act of 23 April 1964 – Civil Code (Kodeks cywilny);
6. Account – a part of the Platform allocated to the User, by means of which the User may perform certain actions within the Platform, in particular place an Order for a Package and use the SaaS Service;
7. Credit - a settlement unit consumed in the course of using the AI Assistant. Each interaction consisting in the generation of a response by the AI Assistant results in the consumption of a specified number of Credits. Credits renew automatically every month. The rules for the consumption of Credits are set out further in these Terms of Service;
8. Package – a variant of the SaaS Service offered by the Service Provider, comprising a specified scope of functionalities, limits and conditions of provision of the Service, in particular the number of Credits, the level and response time of technical support and other parameters indicated in the current description of the given Package made available by the Service Provider on the Platform website;
9. Online Platform/Platform – an online platform made available in the Software as a Service (SaaS) model, enabling Clients to deploy and use the AI Assistant on their Electronic Communication Channel, available at the domain: fibly.pl. The content and functionalities of the Platform are addressed to Entrepreneurs, excluding Entrepreneurs with Consumer Rights and consumers, who are not able to register an Account or use all functionalities of the Platform;
10. Entrepreneur – a Client making a purchase as an entrepreneur within the meaning of the Civil Code, i.e. a natural person, a legal person or an organisational unit without legal personality to which specific provisions grant legal capacity, conducting business or professional activity in its own name, excluding an Entrepreneur with Consumer Rights;
11. Entrepreneur with Consumer Rights – a natural person concluding an agreement directly related to their business activity, where the content of that agreement shows that it is not of a professional nature for that person, arising in particular from the subject of the business activity performed by that person, as disclosed on the basis of the provisions on the Central Register and Information on Business Activity (Centralna Ewidencja i Informacja o Działalności Gospodarczej);
12. Terms of Service – this standard form contract within the meaning of the Civil Code;
13. Parties – the Client or the Service Provider individually, or the Client and the Service Provider jointly, as the case may be;
14. Sub-account – an Account on the Platform website created by the Client for its employees, associates or other entities with which the Client cooperates, entitling them to perform particular actions within the Platform, available as part of the provision of the SaaS Service, which the Client has authorised them to use. The number of Sub-accounts the Client may create depends on the purchased Package;
15. Electronic Service Agreement – an agreement concluded between the Service Provider and the User on the terms described in point III below;
16. SaaS Service Agreement/Agreement – a paid agreement concluded between the Service Provider and the Client, under which the Service Provider undertakes to provide the SaaS Service to the Client for a fixed or indefinite term, on the terms set out in these Terms of Service and in accordance with the Package selected by the Client;
17. SaaS Service (Service) – a paid service provided electronically in the Software as a Service (SaaS) model, consisting in enabling the Client to use the functionalities of the AI Assistant and the Platform, including in particular the web interface, the administration panel, the Credit mechanism and other features available within the selected Package, without transferring to the Client any ownership rights or copyright in the software. The SaaS Service is intended for Entrepreneurs using it in the course of their business activity; the Agreement is of a professional nature and the consumer protection provisions applicable to Entrepreneurs with Consumer Rights do not apply;
18. Electronic Services – services within the meaning of the Act on the Provision of Electronic Services (Ustawa o świadczeniu usług drogą elektroniczną), i.e. provided without the simultaneous presence of the parties (at a distance), by transmitting data at the individual request of the User, sent and received by means of electronic processing equipment, including digital compression, and data storage, which is entirely broadcast, received or transmitted via a telecommunications network within the meaning of the Act of 12 July 2024 – Electronic Communications Law (Prawo komunikacji elektronicznej);
19. Service Provider – Jakub Szafrański, conducting business activity under the business name SAMU.PL JAKUB SZAFRAŃSKI, entered in the register of entrepreneurs of the Central Register and Information on Business Activity (Centralna Ewidencja i Informacja o Działalności Gospodarczej) maintained by the minister competent for the economy, at the address ul. Franciszka Rakoczego 23 lok. 308, 80 – 288 Gdańsk, NIP 8792650260, REGON 363475503;
20. Copyright Act – the Act of 4 February 1994 on Copyright and Related Rights (Ustawa o prawie autorskim i prawach pokrewnych) (Journal of Laws (Dz. U.) 1994 No. 24 item 83, as amended);
21. User – a natural person, a legal person or an organisational unit without legal personality to which specific provisions grant legal capacity, using the Platform website;
22. End User – a natural person, a legal person or an organisational unit without legal personality to which specific provisions grant legal capacity, using the Electronic Communication Channels made available by the Client and interacting with the AI Assistant made available by the Client, on the terms set by the Client;
23. Order – an offer submitted by the Client for a Package, from among those presented on the Platform website, aimed at concluding a SaaS Service Agreement.

§2. General Provisions of the Terms of Service

These Terms of Service have been drawn up in accordance with the requirements of the law, including in particular the Act on the Provision of Electronic Services and the Civil Code, and set out, among other things:
1. the types and scope of Electronic Services;
2. the conditions for the provision of Electronic Services, including the technical requirements necessary for cooperation with the Service Provider's ICT system and information on the prohibition on the User supplying unlawful content;
3. the conditions for concluding and terminating Electronic Service Agreements;
4. the conditions for concluding and performing the SaaS Service Agreement.
The Service Provider provides Electronic Services in accordance with these Terms of Service and the applicable law.
The Service Provider makes these Terms of Service available to the User free of charge, in a manner enabling the User to obtain, reproduce and record their content by means of the ICT system used by the User.
The content of the Platform is addressed to potential Clients interested in purchasing the Service who wish to automate customer service and contact with End Users, and to Clients actively using the Service.
The SaaS Service Agreement concluded between the Service Provider and the Client may be concluded on terms agreed by the Parties that deviate from the provisions of these Terms of Service, by way of individual arrangements or an agreement. In such a case, the individually agreed terms take precedence over the corresponding provisions of these Terms of Service, provided that these Terms of Service apply to any matters not regulated therein.
The User may contact the Service Provider by:
1. e-mail, at the address: jszafranski@fibly.pl;
2. telephone, at the number: +48 518 202 239;
3. the chat available on the Platform website;
4. traditional post, at the following address: ul. Franciszka Rakoczego 23 lok. 308, 80 – 288 Gdańsk.

§3. Provision of Electronic Services

Via the Platform website, the Service Provider provides the following Electronic Services free of charge: use of the Platform web pages, including browsing various descriptions relating to the Service Provider's business, descriptions of the Packages and of the Service provided under the Packages, and Client reviews; sending messages via the contact form and the chat; newsletter subscription; redirection to the Service Provider's external social media pages; registration and use of an Account.
Upon opening, and thereby commencing use of, the Platform website, an Electronic Service Agreement is concluded for the use of the Platform website, which may consist in particular in browsing information published on the website, informational content, descriptions of the Packages and of the Service provided under the Packages, and reviews of Clients who have used the Service.
The Electronic Service Agreement referred to in the point above is concluded for an indefinite term, and it is terminated when the User leaves the Platform website.
A User who wishes to contact the Service Provider on matters relating to the User's business may use the Electronic Service in the form of the contact form available on the website.
The Electronic Service Agreement for the contact form is concluded when the User sends a message. The Agreement is concluded for an indefinite term and is terminated when the Service Provider sends a reply to the message sent by the User.
A User who wishes to contact the Service Provider on business matters may use the Electronic Service in the form of sending a message via the chat available on the home page of the Platform.
The Electronic Service Agreement for sending a message via the chat is concluded when the User sends a message. The Agreement is concluded for an indefinite term and is terminated when the Service Provider sends a reply to the message sent by the User.
The User may subscribe to the e-mail newsletter via the dedicated subscription form (window) on the home page of the Platform and, after registering, in their Account, i.e. to receive commercial information from the Service Provider in the form of messages sent to the e-mail address provided by the User. To do so, the User must provide a valid e-mail address, give consent by ticking the checkbox and, in the case of subscribing via the dedicated subscription form on the home page of the Platform, confirm the newsletter subscription via the confirmation link sent by the Service Provider to the e-mail address entered in the newsletter subscription form. The User may withdraw consent to receiving the newsletter at any time.
The Agreement for the provision of the newsletter Service is concluded for an indefinite term and is terminated when the User sends a request to remove their e-mail address from the newsletter subscription or unsubscribes using the link contained in a message sent as part of the newsletter Service.
The User may use the Electronic Service in the form of redirection from the Platform website to external social media platforms, such as Facebook or LinkedIn, to the Service Provider's account relating to its business activity.
The Electronic Service Agreement for the redirection referred to in the point above is concluded when the User clicks the icon dedicated to the specific platform to which the User wishes to be redirected, and is terminated when the User is redirected to that platform.
A User of the Platform may also create an Account on the website, e.g. in order to place an Order and use the Service. In order to create an Account, the User should register. The rules for the provision of the Account Service are described in the section below.

§4. Account

A User of the Platform who wishes to place an Order and use the SaaS Service may register and maintain an Account. In order to create an Account, the User should enter the data necessary to register the Account that is required at the registration stage.
Creating an Account is necessary in order to place an Order for a Package. In order to create an Account, the User should send the Service Provider an e-mail requesting registration of an Account and state the data required to register the Account, i.e. first name, surname, business name and tax identification number (NIP).
The Service Provider creates the Account on the basis of the instruction received by e-mail and grants the User access to the Account without undue delay, but no later than within 3 days of the instruction being submitted.
The Electronic Service Agreement for the creation and use of an Account is concluded upon successful registration of the Account. The Agreement is concluded for an indefinite term and is terminated without undue delay after the User sends an e-mail to the Service Provider requesting deletion of the Account or clicks the button dedicated to self-deletion of the Account. The Account is deleted within 14 business days of the date on which the deletion request is sent or of the date of self-deletion of the Account.
A User may not hold more than one Account assigned to a single e-mail address.
A User may not use the Accounts of other Users or allow other persons to use their Account, including by disclosing the Account access password.
By registering an Account, the User represents that the data provided by the User for the registration of the Account and in the internal forms available after logging in to the Account are true and do not infringe the rights of third parties. When using the Account, the User may supplement the data indicated therein.
The Account contains the User's data provided by the User for registration and data voluntarily edited by the User after registration.
The Client may register a Sub-account for its employees, associates or other entities with which it cooperates under separate agreements, hereinafter referred to as "Staff Members". To do so, the Client uses the Service for adding a User and granting them permissions. After the form through which the User may use the Service is saved, a Sub-account for the Staff Member is created. The Staff Member receives an electronic message, at the e-mail address previously provided by the Staff Member to the Client and submitted by the Client for the registration of the Account, containing a link through which the Staff Member may log in to the Sub-account for the first time.
By initiating the registration of a Sub-account, the Client authorises its Staff Members, to the extent specified when the Sub-account is created, to act in its name and on its behalf.
A Sub-account may have limited access to the functionalities and Services of the Platform compared with the permissions and access of the Client holding the Account; in particular, a User holding a Sub-account cannot create further Sub-accounts and has no access to payment information.
All provisions of these Terms of Service relating to the User or the Client apply to a User holding a Sub-account.
The Client bears full responsibility for the use of Sub-accounts and for actions taken within Sub-accounts by its Staff Members who hold Sub-accounts.
The remaining provisions of these Terms of Service relating to the Account apply to the Agreement for the provision of the Sub-account Service.
If the User breaches the provisions of these Terms of Service, the law or accepted standards of conduct (dobre obyczaje), the Service Provider may terminate the Agreement for the provision of the Account Service with immediate effect (delete the Account) or suspend its performance within the Account. Deletion or suspension of the Account is equivalent to deletion or suspension of all Sub-accounts created within the Account.
More information on potential breaches that may result in the suspension or deletion of the Account on the terms described in the point above is set out in the section on the rules for using the Platform website.

§5. Presentation of Reviews

The Service Provider publishes on the Platform website verified, positive reviews collected from its Clients, submitted in response to an e-mail request to write a review, sent only to Clients who have used the Service Provider's Services.
The very fact that the Service Provider sends requests for reviews only to Clients who have used the Service constitutes a review verification mechanism, demonstrating that the reviews presented on the Platform website come from Clients who have actually purchased a Package and used the Service.
The Service Provider publishes on the Platform website only those reviews that are written in a reliable, honest and substantive manner, without the use of profanity or other words generally regarded as offensive, and reviews that do not infringe the applicable law, including the rights of third parties – in particular, that are not defamatory or insulting, do not infringe personal rights or copyright, do not serve to conduct business competing with the Service Provider and do not constitute any act of unfair competition.
By submitting content as part of a review, the Client represents that it holds all rights to that content, in particular the economic copyright, related rights and industrial property rights.
By submitting a review to the Service Provider, the Client consents to the Service Provider using and publishing that review free of charge, as well as making adaptations within the meaning of the Act on Copyright and Related Rights.

§6. Technical Requirements for Using the Platform

In order for the User to use the Platform website, cooperation between the ICT systems of the User and of the Service Provider is necessary.
The cooperation of the ICT systems is ensured by the User's ICT system meeting, jointly, the minimum technical requirements of access to the Internet and appropriate software enabling use of the Internet, by means of the terminal device through which the User wishes to use the Platform website.
The use of any electronic services on the Internet, including the Electronic Services provided on the Platform website, may involve certain risks, such as the introduction of malicious software into the User's ICT system or the acquisition and modification of the User's data by unauthorised persons.
In order to mitigate the risks indicated in point 3 above, the Service Provider recommends the use of technical measures capable of preventing those risks, e.g. anti-virus software.

§7. Rules for Using the Platform Website

The User should use the Platform website in accordance with its intended purpose and, at the same time, with respect for the rules adopted in these Terms of Service, in accordance with the law and accepted customs.
In particular, the User should not:
1. supply or transmit content that could be regarded as infringing the law, in particular via the forms available on the website;
2. post any programs, files or applications, including their extensions, that could adversely affect the operation of the Platform website software, the devices used for its operation, or the devices or software of other Users (including in particular viruses, trojans and other malware);
3. take any actions that could lead or would lead to interference with the operation of the Platform website (programming or hacking activities);
4. circumvent the security measures of the Platform website by exploiting so-called security vulnerabilities,
5. use the content published on the website in a manner exceeding personal use, i.e. infringe intellectual property rights, as referred to further in these Terms of Service.

§8. Ordering a Package

The Platform website presents information about the Packages, in particular by presenting their descriptions and prices. This information does not constitute an offer within the meaning of Article 66 of the Civil Code, but merely an invitation to conclude a Service Agreement within the meaning of Article 71 of the Civil Code.
The User may place an Order for a Package via a special form used for placing Orders, the so-called shopping basket (hereinafter the "Shopping Basket/Basket").
The condition for placing an Order, and thus for concluding a SaaS Service Agreement, is that the User has an active e-mail account and an Account on the Platform.
Actions aimed at concluding the Agreement, and in particular placing an Order, may be performed only by persons duly authorised to act on behalf of the Client. The person placing the Order is deemed to be a person authorised by the Client to perform those actions.
In order to place an Order using the Shopping Basket, the Client should follow the instructions provided on the Platform website, including in particular:
1. select the type of Package in which the Client is interested and add it to the Basket;
2. enter, in the designated fields, the data necessary to process the Order and perform the Service Agreement, such as first name and surname, contact details, business name, tax identification number (NIP);
3. select a payment method offered by the Service Provider;
4. read the Terms of Service and the Privacy Policy;
5. by ticking the checkbox, confirm that the Client has read the Terms of Service;
6. click the button finalising the Order.
After the Order is placed, the Service Provider sends the Client, to the e-mail address from which the Order was placed, a confirmation of the terms of the Order together with information or a document concerning prepayment, indicating the payment deadline.
In addition to the Shopping Basket, the Client may place an Order for a Package by e-mail. To do so, the Client should contact the Service Provider and provide the data necessary to place the Order and conclude the Agreement in the body of the e-mail message.
The data necessary to place an Order and conclude the Agreement are in particular the type of Package, the selected form of payment, and the personal data necessary to place the Order and conclude the Agreement, i.e. first name, surname, business name, tax identification number (NIP), telephone number and e-mail address.
After an Order is placed by e-mail, the Service Provider sends the Client, to the e-mail address provided by the Client when placing the Order, an e-mail informing it that the Order has been accepted, containing the Terms of Service and the Privacy Policy, which the Client should read, and information or a document concerning prepayment, indicating the deadline for the first or one-off payment. The message summarising the Order may be preceded by messages aimed at determining the specific scope of the offer or the data necessary to conclude the Agreement.
An Order placed using the methods described in this section constitutes an electronic offer to conclude a SaaS Service Agreement.
The Service Provider reserves the right to refuse to process an Order for a Client where the Order does not contain all material data, where the Client is late with any payment to the Service Provider, or where the Order is not positively verified as referred to in the points above. The Service Provider will inform the Client by e-mail of the refusal to process the Order, regardless of the reason.

§9. Payments and Conclusion of the SaaS Service Agreement

The remuneration for the provision of the SaaS Service is determined as part of the price of the Package. Package prices are presented on the Platform website and are stated in Polish zloty; however, if an individual Order sets a remuneration amount different from that presented on the Platform website, the amount specified in the Order applies.
Package prices presented on the Platform website are net amounts (excluding VAT), unless expressly stated otherwise.
The remuneration is payable in advance for each calendar month of provision of the Service. The Service Provider may withhold commencement of the provision of the Service until the agreed remuneration has been paid in full.
The remuneration for the Service is due either as a one-off payment in advance – for the entire term of an Agreement concluded for a fixed term – or on a recurring basis – in advance for each calendar month.
The remuneration may be paid by one of the following methods:
1. prepayment by bank transfer to the Service Provider's account number indicated on the pro forma invoice;
2. authorising the Service Provider to charge the payment card whose details were provided when placing the Order;
3. electronic payment, in the form of fast transfer payments, handled by the payment operators indicated on the Platform website.
The Client will be informed of the maximum payment deadline. In the case of electronic payment, the first payment should be made without undue delay – before the payment session made available by the operator expires. In the case of a traditional bank transfer, payment should be made within the deadline indicated on the pro forma invoice. Failure to make the Prepayment results in cancellation of the Order or suspension of the performance of the Service.
The Prepayment is deemed to have been made effectively, in the case of payment:
1. by bank transfer, referred to in point 5 letter (a) – when the funds are credited to the Service Provider's bank account;
2. by payment card, referred to in point 5 letter (b) - when a positive authorisation of the transaction is obtained and its execution is confirmed by the payment operator handling payments to the Service Provider;
3. by electronic payment, referred to in point 5 letter (c) - when the Service Provider receives information from the settlement agent's system that the Client has made the payment.
The SaaS Service Agreement is concluded upon receipt of the prepayment. The provision of the Terms of Service before the prepayment is made, the absence of any objection by the Client to the content of the Terms of Service, and the making of the prepayment signify acceptance of the Terms of Service as an integral part of the Agreement being concluded.
The SaaS Service Agreement is concluded in Polish, with content consistent with these Terms of Service.
If the Client chooses prepayment by bank transfer, after the Order is placed the Service Provider sends without undue delay, to the Client's e-mail address from which the Order was placed, a pro forma invoice covering the remuneration due for the period from the date of commencement of the provision of the Service until the end of the current calendar month, calculated pro rata to the number of days remaining until the end of that month.
The pro forma invoice for each subsequent calendar month of provision of the Service is issued for the full amount due for the given calendar month and sent to the Client at the e-mail address indicated when placing the Order, 7 days before the start of the next calendar month.
The condition for continuing the provision of the Service in the next calendar month is that the Client pays the amount indicated on the pro forma invoice no later than the day preceding the start of the given calendar month.
In the case of an Agreement concluded for an indefinite term, failure to make payment within the deadline indicated on the pro forma invoice is treated as the Client's resignation from further use of the Service, with effect from the end of the current billing period.
Where payment is to be made using a payment card, the Client is obliged to link its payment card to the selected payment system supporting recurring card payments, by providing all of the card details required to carry out the transaction. The payment card provided must allow online payments and be valid, must be issued to the Client, and must not be cancelled or blocked.
The Client is obliged to ensure sufficient funds in the account to which the card was issued to make the payments due, and to inform the Service Provider without undue delay of the cancellation of the card, a change in its details or its expiry, if these circumstances may affect the execution of payments.
Under recurring payments, the fee is charged once each calendar month, 3 days before the start of the next calendar month.
The detailed terms of recurring payments are set out in the terms and conditions of the payment operator handling the payment.
Where the fee for the next billing period cannot be collected via the payment card, the Service Provider will call on the Client to remedy the breach by choosing another form of payment, namely a transfer to the Service Provider's bank account or an electronic payment, where possible. In such a case, the Service Provider may also suspend the provision of the Service, e.g. by blocking access to and the functionalities of the Platform, including the AI Assistant, until payment for the next billing period is received.
The Service Provider provides the Client with proof of purchase in the form of a VAT invoice.
By placing an Order, the Client consents to receiving invoices in electronic form, including structured invoices within the meaning of tax law, in particular via the National e-Invoice System (Krajowy System e-Faktur, KSeF).
A VAT invoice and a corrective invoice are deemed to have been delivered to the Client at the moment they are issued in KSeF and assigned an identification number in that system.
Where invoices are issued outside KSeF, in particular during transitional periods or in situations provided for by law, a VAT invoice and a corrective invoice may be delivered in electronic form to the e-mail address indicated by the Client when placing the Order.
The Client is obliged to ensure that it is able to receive structured invoices, including by holding the appropriate access permissions to KSeF or to another system enabling their receipt.
The Service Provider may additionally send the Client visualisations of invoices (e.g. in the form of a PDF file) to the e-mail address indicated by the Client. Visualisations are for information purposes only and do not replace an invoice within the meaning of tax law.
In the event of changes in the law concerning the issuing of invoices, the operation of KSeF or the method of delivering invoices, the Service Provider reserves the right to adapt its procedures for issuing and delivering invoices, while remaining compliant with applicable law and statutory deadlines.
Funds received by the Service Provider are applied towards the repayment of arrears in the following order: costs enforced under enforceable titles, interest, overdue remuneration and fees, and current remuneration and fees.
The Client may not set off or deduct amounts claimed from or owed by the Service Provider under any other obligation between the Client and the Service Provider against the remuneration due to the Service Provider from the Client under the Agreement, unless the Parties have agreed otherwise in separate arrangements.
The price for the Package agreed by the Parties may change only in the event of occurrences beyond the Service Provider's control, including in particular: changes in the prices of external services necessary to provide the Service, such as hosting, cloud infrastructure or access to AI models, or changes in tax rates or other mandatory public-law charges.
The price change referred to in point 28 applies from the beginning of the next billing period following the day on which the Client is informed of the price change and does not affect billing periods paid for before it takes effect.
The Service Provider informs the Client of a price change at least 31 days before the start of the billing period from which the new price is to apply, by sending the information to the Client's e-mail address.
If the Client does not accept the price change, the Client is entitled to terminate the Agreement with effect from the end of the current billing period, without incurring additional charges, provided that it submits a statement of resignation no later than the day preceding the start of the billing period from which the new price would apply. Failure by the Client to submit a statement of resignation within the deadline referred to in the preceding sentence is deemed acceptance of the changed price.

§10. Conditions for Using the Platform and the SaaS Service

For the correct use of the SaaS Service, the Client's device must meet at least the following technical requirements:
1. a terminal device (desktop computer, laptop, tablet or other device enabling the use of a web browser) equipped with a working processor enabling the use of modern web browsers;
2. a minimum of 2 GB of RAM;
3. an installed and up-to-date operating system of any kind supported by its manufacturer, including, among others, Windows 10 or later, macOS, Linux;
4. an installed current version of one of the following web browsers: Google Chrome, Mozilla Firefox, Safari, Microsoft Edge; use of the latest stable version of the browser is recommended to ensure full compatibility and security;
5. permanent access to the Internet throughout the period of provision of the Service, with bandwidth enabling stable data transmission – a minimum of 1 Mbps (5 Mbps or more recommended).
Use of the AI Assistant Service requires:
1. an active Account on the Platform website;
2. the Client having appropriate administrative permissions for the Electronic Communication Channel on which the AI Assistant is to be configured and used;
3. configuration of the AI Assistant with the company data indicated in the Account and with the knowledge base that the AI Assistant is to use to answer End Users' questions;
4. configuration of the way the AI Assistant interacts with End Users (e.g. identity, welcome message, conversation style);
5. configuration of the appearance of the AI Assistant widget to be presented in the selected Electronic Communication Channel (e.g. main colour, text colour, window title);
6. copying the integration code snippet and adding it to the Client's Electronic Communication Channel.
7. The Service Provider is not liable for the inability to use the SaaS Service or for the incorrect operation of the Service resulting from:
  1. the Client's failure to meet the technical requirements necessary to use the Platform and the Service;
  2. incorrect integration of the AI Assistant with the Client's Electronic Communication Channel;
  3. technical problems attributable to the ICT infrastructure of the Client or of its Internet service providers;
  4. modification of the integration code.
8. The Service Provider reserves the right to make changes to the technical requirements of the Service where justified by technological, functional or security reasons, provided that such changes do not affect the essence of the Service, and the Client will be informed of them in accordance with the procedure for amending the Terms of Service.
9. Within the Account, the Client may in particular: view the history of conversations between the AI Assistant and End Users and manage conversations, check Credit usage in a given calendar month, manage billing, add and edit documents added to the knowledge base, view various statistics relating to the use of the AI Assistant, change settings, and create Sub-accounts for persons who are to be granted permissions to use the Account.
10. The Client undertakes to use the SaaS Service solely in accordance with its intended purpose and the provisions of these Terms of Service.
11. In connection with the use of the SaaS Service, the Client may not, among other things:
  1. attempt to decode, reverse engineer, copy or analyse the operation of the SaaS Service in order to obtain the source code, algorithms or functions, including attempts to create its own competing solutions;
  2. copy the functions, interface elements or operating mechanisms of the Service in order to create its own competing solutions;
  3. share login and access credentials for the Platform with third parties;
  4. introduce into the Platform, or use it in a manner causing, harmful software operation, including introducing viruses, malicious scripts or other harmful software or elements disrupting the operation of the Service;
  5. use the API made available by the Service Provider in a manner inconsistent with its intended purpose, including for the purpose of creating its own services or overloading the system.
12. Any breach of the above rules may result in the blocking of the Account or restriction of access to the Platform and the SaaS Service on the terms described below and, in the event of damage, in claims being pursued under the general principles of civil law.
13. The Service Provider may block the Account or restrict the scope of the Service provided also in the following cases:
  1. a delay of at least 7 days in paying the remuneration for the provision of the Service;
  2. use of the Platform in an unlawful manner, in breach of the law or the provisions of these Terms of Service;
  3. receipt of substantiated information that the person using a payment card is not its authorised holder;
  4. commission of breaches relating to the use of the Account.
14. The Client will be informed of the blocking of the Account or of a restriction introduced on the provision of the Service by e-mail, without undue delay after the blocking or restriction is imposed. The imposition of a block or restriction does not affect the obligation to pay the remuneration for the Services provided, both overdue and current.
15. The block or restrictions are lifted without undue delay once the situation has been clarified or the breach that led to the blocking of the Account or the restriction on the provision of the Service has been remedied.
16. Blocking or restriction of the Account is equivalent to blocking or restriction of all Sub-accounts created within the Account concerned by the block or restriction.

§11. Performance of the Service Agreement

After the first payment for the Service has been booked, the Client will be able to configure the AI Assistant in its Communication Channel within 24 hours of the payment being successfully made. The configuration option will appear in the Client's Account.
The Service Provider provides the SaaS Service continuously throughout the term of the Agreement, within the scope specified in the selected Package, expressed in calendar months. The first calendar month begins on the day on which the Client is given the option to configure the AI Assistant in its Account.
As part of the SaaS Service, the End User may use the AI Assistant and receive responses to messages sent in real time while the Service is active.
Where the AI Assistant is unable to answer an End User's query, in particular due to a lack of relevant data or resources in the knowledge base or the need for individual handling, the Service Provider is obliged to forward to the Client, without undue delay, the End User's contact details provided during the initial interaction with the AI Assistant, in particular the e-mail address, by e-mail or via other means of communication provided for in the Service. The contact details are forwarded solely in order to enable the Client to contact the End User individually and to handle the query, and the Client bears sole responsibility for the further processing of those data as the controller of personal data.
The Package purchased by the Client includes a specified number of Credits that the Client may use in a given calendar month.
The number of Credits granted under the Package resets automatically at the beginning of each calendar month.
In the first calendar month of the term of the Agreement, the Client is entitled to a number of Credits determined pro rata to the number of days remaining until the end of that month. At the beginning of each subsequent calendar month, the Client is provided with the full number of Credits assigned to the selected Package for the entire calendar month.
The number of Credits specified in the Package is consumed when a single response is generated by the AI Assistant, regardless of the number of messages sent by the End User before that response is generated. The AI Assistant's response is generated after a specified technical time (indicated on the Platform website) has elapsed, counted from the last message sent by the End User in the given interaction.
If all Credits have been used in a given billing period, further use of the Service in response-generation mode is not possible until the Credits are renewed in the next period or additional Credits are purchased (if the Service Provider provides for such an option). Credits may be purchased on the terms described in the sections on Ordering a Package and on Payments and Conclusion of the Service Agreement. Credits will appear in the Client's Account without undue delay after payment has been made, but no later than within 24 hours. Separately purchased Credits that have not been used in a given calendar month likewise do not carry over to the next calendar month.
Under the Package, the Client receives technical support in respect of the configuration and integration of the AI Assistant with Electronic Communication Channels, in accordance with the type of support provided for in the selected Package.
The scope of technical support covers solely assistance relating to the configuration and integration of the AI Assistant and does not cover, among other things, support for the Client's systems or End Users' devices.
In order to use technical support, the Client should send an e-mail to the Service Provider's address. The Service Provider accepts the request within the time frame applicable to the Package used by the Client. The time to resolve the problem is determined individually, depending on the complexity of the problem. Where technical support and resolution of the problem require direct contact with the Client, it is provided on Business Days during the working hours indicated on the Platform website.
The Service Provider may make changes to the functionalities of the AI Assistant, the available Packages, the number of Credits or the type of technical support, while preserving the Client's right to the provision of the Service in accordance with the purchased Package until the end of the current billing period or, in the case of an Agreement concluded for a fixed term, until the end of the Service Agreement.
If changes are made, the Service Provider will inform the Client of the changes by e-mail or via the Platform.

§12. Maintaining an Appropriate Level of the SaaS Service

The Service Provider specifies and ensures the availability of the Platform through which it provides the SaaS Service at a level of 98.00% per year.
In the event of a failure caused by the Service Provider resulting in a reduction of the Service availability indicated in the point above, the Service Provider will, by way of compensation, extend the provision of the SaaS Service by a period of 3 days for each 1% of Service downtime.
Regardless of the declared availability of the Platform, the Service Provider has the right to introduce technical breaks in the availability of the Service, among other things in situations requiring the repair or maintenance of servers or equipment necessary to provide the Service, carrying out software updates, ensuring system security, or implementing new technological solutions or changes.
The total duration of technical breaks in a year will not exceed 48 hours.
The Service Provider will in each case inform the Client of a planned technical break without undue delay, but no later than 24 hours before the scheduled technical break, by informing the Client of the scheduled technical break by e-mail.
The Service Provider is not liable for downtime in the provision of the Service in the situations described in the section on liability below.
The Client may report a failure or inform the Service Provider of other technical problems by electronic message to the Service Provider's e-mail address.
The Service Provider will accept the report without undue delay, but no later than within 3 business days of the date of receipt of the message containing the report. A response to the report will be given without undue delay from the date of acceptance of the report; however, the exact time frame depends on the type of problem.
The Client making a report should provide its identification data and describe the failure or technical problem.

§13. Liability

The Service Provider is liable for damage resulting from the Service Provider's wilful misconduct.
The Service Provider is not liable for non-performance or improper performance of the Service resulting from:
1. lack of access to the Platform for reasons attributable to the Client (e.g. blocking of the Account due to breaches of the Terms of Service, failure to pay on time);
2. the occurrence of force majeure, understood as external events that could not be foreseen on the date of conclusion of the Agreement and that the Service Provider could not prevent, such as: a prolonged Internet outage, a hosting failure, prolonged energy supply shortages, flood, fire, hurricane, earthquake, explosion, terrorist attack, war, riots, and actions of the state or public authorities preventing or hindering the conduct of affairs related to the performance of the Agreement, a pandemic, an epidemic, a state of epidemic threat, etc.;
3. causes attributable to third parties by means of which the Service is provided;
4. incorrect use of the Service or its use contrary to its intended purpose;
5. use of the Service in a manner inconsistent with the Terms of Service or the applicable law;
6. interruptions in the provision of the Services occurring for technical reasons or reasons beyond the Service Provider's control, or problems occurring within the network infrastructure of telecommunications operators (e.g. at the hosting provider, lack of Internet, power outage).
The Service Provider's liability does not cover lost profits.
The Service Provider is liable for damage up to the value of the remuneration paid by the Client for the provision of the Service in connection with which the damage occurred.
The Service is used solely at the Client's risk, and the Service Provider gives no warranty and is not liable for any consequences of the Client's use of the Service.
The Service Provider is not liable for the results of responses generated by the AI Assistant, since it has no influence on the behaviour of the AI model supplied by an external provider.
The Client is responsible for the content made available to End Users and for fulfilling the legal obligations incumbent on it in connection with the use of the SaaS Service, among other things under the Act on the Provision of Electronic Services and the GDPR (RODO).

§14. Confidentiality

The Parties confirm that, in the course of their cooperation under this Agreement, they may provide each other with information that constitutes the Parties' trade secrets or is otherwise confidential information of the Parties. The Parties will keep confidential all information relating to the Agreement and the Parties, including, among other things, know-how, technical data, documents, designs, photographs, models, market research, technical, technological, operational, financial and marketing information, and any other information designated by the disclosing Party as "confidential" ("Confidential Information"), disclosed (in writing, orally or otherwise, directly or indirectly) by one Party to the other Party, both before and after the date of conclusion of this agreement, and will use Confidential Information solely for the performance of the Agreement.
During the term of this agreement, the receiving Party may disclose Confidential Information to its employees, associates and affiliated entities to the extent necessary to achieve the purposes of the agreement.
The receiving Party will ensure that each of the aforementioned recipients is aware of the receiving Party's confidentiality obligations under the Agreement and complies with them as if the recipient were a party to the Agreement, and will be liable for non-performance or improper performance by the recipient as for its own non-performance or improper performance of the confidentiality obligations.
The obligations set out in this section will not apply to any information that:
1. has been disclosed in accordance with a legal requirement to any administrative bodies, courts or authorities;
2. is, on the date of conclusion of the Agreement or at any time after that date, publicly available other than as a result of a breach of the Agreement by the receiving Party or any of the recipients;
3. the receiving Party can prove was known to it before its disclosure by the disclosing Party to the receiving Party;
4. has been lawfully received by the receiving Party from a third party.

§15. Complaints Concerning the Service

The Service Provider makes every effort to ensure that the Services provided are of the highest possible quality; however, in the event of irregularities in the performance of the Service, i.e. in the event of non-performance or improper performance of the Agreement, the Client has the right to submit a complaint without undue delay, but no later than within 14 days of the date on which the event giving rise to the complaint occurred.
The Client may submit a complaint in any manner of its choice, via all of the specified forms of contact; in particular, the Service Provider recommends contact by e-mail at the address: jszafranski@fibly.pl or by telephone at the number: +48 518 202 239.
In order to process the complaint efficiently, the Client is asked to provide such elements as:
1. a short description of what the complaint concerns (a description of the situation and the circumstances of the problem relating to the performance of the Service);
2. the date of the event giving rise to the complaint;
3. personal data identifying the Client, enabling a response to be given and the complaint to be processed.
The Service Provider considers the complaint without undue delay, but no later than within 14 calendar days of the date on which the Service Provider receives the complaint. If the complaint is not upheld, the Client will be informed of the reasons for its rejection.
If the complaint is incomplete, the Service Provider may contact the Client with a request to supplement it to the extent necessary, and the Client will have 7 days from the date of receipt of the request to do so.

§16. Complaints Concerning Electronic Services

Any User may submit a complaint concerning the Electronic Services provided via the Platform, e.g. concerning various irregularities in the operation of the Platform website, its tabs or the contact form.
The User may submit a complaint in any manner of its choice, via all of the specified forms of contact; in particular, the Service Provider recommends contact by e-mail at the address: jszafranski@fibly.pl or by telephone at the number: +48 518 202 239.
In order to process the complaint efficiently, the User is asked to provide such elements as:
1. a short description of what the complaint concerns (a description of the situation and the circumstances of the problem);
2. the date of the described event giving rise to the complaint;
3. personal data identifying the User, enabling a response to be given and the complaint to be processed.
The Service Provider considers the complaint without undue delay, but no later than within 14 days of the date on which the Service Provider receives the complaint.
If the complaint is incomplete, the Service Provider may contact the User with a request to supplement it to the extent necessary, and the User will have 7 days from the date of receipt of the request to do so.

§17. Notice of Termination and Termination of the SaaS Service Agreement

In the case of an Agreement concluded for an indefinite term, the Parties may terminate the Agreement by giving 3 days' notice, with effect from the end of the calendar month. Failure by the Client to pay for the next calendar month within the required deadline is also equivalent to notice of termination of the Agreement. The Parties may give notice of termination of the Agreement by e-mail.
In the case of an Agreement concluded for a fixed term, the Parties may terminate the Service Agreement only for good cause.
The Service Provider may terminate an Agreement concluded for a fixed term for good cause, such as, among other things,
1. breach of the provisions of the Terms of Service;
2. repeated late payments of the remuneration;
3. arrears in payment of the remuneration to the Service Provider of at least 14 days;
4. where the load generated by the Client prevents other Clients from using the Service on the shared Platform, e.g. due to an excessive number of active End Users;
5. the Client uses a payment card of which it is not the authorised holder;
6. the Client attempts to use the Account, the Platform or the Service to commit a criminal offence or another unlawful act;
7. the Client attempts unauthorised interference with the code, system, API or functionalities of the Platform;
8. the Client supplies data or content that infringes the law or accepted standards of conduct (dobre obyczaje).
The Client may terminate an Agreement concluded for a fixed term for good cause, such as, among other things:
1. persistent interruptions in the availability of the Service, the total duration of which significantly exceeds the permissible unavailability time declared by the Service Provider;
2. constantly recurring errors or failures of the Platform or the AI Assistant preventing use of the Service in accordance with the Package, which the Service Provider has not remedied within a reasonable time despite being notified;
3. breach by the Service Provider of its obligations regarding the protection of personal data or the confidentiality of End Users' data;
4. a material change in the conditions of provision of the Service, including the price, the number of Credits or the type of technical support, which the Client does not accept;
5. a prolonged failure of the technical infrastructure preventing use of the Service, which the Service Provider is unable to remedy within a reasonable time.
The Parties may terminate an Agreement concluded for a fixed term by giving 14 days' notice, with effect from the end of the calendar month, by means of a statement submitted by e-mail.
In the event of a gross breach of the provisions of the Terms of Service or the Agreement by the Client, among other things in situations such as an attempt to use the Account, the Platform or the Service to commit an unlawful act, the Service Provider has the right to terminate the Agreement with immediate effect, without observing the notice period. In the event of termination of the Agreement with immediate effect, the Client is not entitled to a refund of the amounts paid for the unused period, unless the Parties agree otherwise.
The Service Provider may also terminate the Agreement with immediate effect where the Client generates a load on the Platform that prevents other Clients from using the Service. In such a situation, the Service Provider will refund to the Client the amount of the remuneration proportionate to the unused period of provision of the Service within 14 days of the date of termination of the Agreement.

§18. Intellectual Property – Content Available on the Platform Website and Provided by the Service Provider

All content provided under the concluded SaaS Service Agreement and content available on the Platform website, such as the name, domain, logo, service descriptions, legal documents (Terms of Service, Privacy Policy), User interface, functional solutions, technical documentation, as well as the software comprising the Platform and the AI Assistant, including the source code and elements of the integration code, the functional layout and graphic elements of the software, and all other descriptions and information published on the website (hereinafter the "Content") - are works within the meaning of the Act on Copyright and Related Rights and are protected by it.
The Service Provider represents that the economic rights to the works vested in it are not in any way limited or encumbered by the rights of third parties.
The Service Provider represents that, depending on the Content, it has the right to grant a licence or sub-licence to use the Content, on terms consistent with the Act on Copyright and Related Rights.
For the purposes of these Terms of Service, a Licence means both a licence and a sub-licence (dalsza licencja) within the meaning of the Act on Copyright and Related Rights.
For the use of all Content published on the Platform website referred to in point 1 above, the Service Provider grants the User an indefinite, free-of-charge, territorially unlimited and non-exclusive Licence to use all of the indicated Content, at the moment the User accesses the relevant pages.
The Service Provider grants a non-exclusive licence to the Content provided as part of the provision of the Services, for an indefinite period, without territorial limitations. The licence is granted at the moment the Content is sent. The remuneration for the licence granted is included in the purchase price of the Package.
The Service Provider grants the User a licence to the Content on the website in the following fields of exploitation, relating to the use of the Content in any form solely and exclusively for the User's or the Client's own personal use, i.e.:
1. reading the Content on the Platform website in the course of using the Platform web pages;
2. printing the Content solely for the User's own non-commercial needs;
3. temporary reproduction of the Content in the memory of a device in order to use the Platform in accordance with its intended purpose.
The Service Provider grants the Client and the Account User a licence to the Content provided as part of the provision of the Service, in the following fields of exploitation, relating to the use of the Content in any form solely and exclusively for use related to the performance of the concluded Agreement, i.e.:
1. temporary reproduction of elements of the integration code solely in the memory of the Client's devices and ICT systems, to the extent necessary to launch, configure and use the SaaS Service;
2. introducing the provided elements of the integration code into the Client's Electronic Communication Channels solely for the purpose of integrating the AI Assistant and ensuring its correct operation;
3. use of the functionalities of the AI Assistant and the Platform via the User interface and the administration panel, in accordance with the intended purpose of the Service and the selected Package;
4. displaying the output of the AI Assistant to End Users in the Client's Electronic Communication Channels.
The User has no right to grant sub-licences with respect to the Licences granted under this section of the Terms of Service.
The User and the Client should not, without the Service Provider's consent, distribute, modify, publish, make available or otherwise use the Content in any way beyond the scope specified above.
Any breach by the Account User of the rules set out in this section will constitute an infringement of the copyright of the Service Provider or of other entities, which may entail civil and criminal liability.

§19. Intellectual Property – Content Published in Reviews and Added to the Account as Part of the AI Assistant Configuration

Content published by the Client in reviews and added to the Account as part of the AI Assistant configuration, such as logos, trade designations and trade marks – may be works within the meaning of the Act on Copyright and Related Rights, which means that they are protected by it, and have been lawfully placed on the Polish market.
Where the content referred to in the point above has the characteristics of a work within the meaning of the Act on Copyright and Related Rights, the Client who provided the Service Provider with a review or content as part of the configuration represents that it holds the economic rights to the added content and that they are not in any way limited or encumbered by the rights of third parties.
By making content available to the Service Provider, the Client represents that it has the right to grant a licence or sub-licence to use the content, on terms consistent with the Act on Copyright and Related Rights.
For the purposes of these Terms of Service, a Licence means both a licence and a sub-licence (dalsza licencja) within the meaning of the Act on Copyright and Related Rights.
By making content that constitutes a work available to the Service Provider, the Client grants the Service Provider an indefinite, free-of-charge, territorially unlimited and non-exclusive Licence to use all of the published content (hereinafter the "Licensed Material").
The Client grants the Service Provider a Licence to use the Licensed Material in the form of reviews in the following fields of exploitation:
1. making the content available to the public in such a way that anyone may access it at a place and time of their choosing (on the Internet);
2. public display;
3. republication of the reviews;
4. recording and reproduction of the reviews, and production of copies of the reviews by any technique, including printing, reprographic, magnetic recording and digital techniques;
5. distribution of the reviews for the purposes of promoting and advertising the Service Provider's Platform, the Services and its business activity.
The Client grants the Service Provider the Licence to the content posted in reviews at the moment the content of the review is made available to the Service Provider.
The Client grants the Service Provider a Licence to use the Licensed Material in the form of content entered into the AI Assistant configuration in the following fields of exploitation:
entering and storing the Licensed Material in the Service Provider's ICT systems to the extent necessary for the configuration, launch and integration of the AI Assistant;
use of the Licensed Material in the AI Assistant interface and in the Client's Electronic Communication Channels, solely for the purpose of enabling the correct operation of the AI Assistant and the provision of the Service;
processing of the Licensed Material to the extent necessary to maintain functionality and to analyse and improve the quality of the Service;
displaying or making available the Licensed Material to End Users solely in the context of the use of the AI Assistant and its functionalities.
The Client grants the Service Provider the Licence to the content posted as part of the AI Assistant configuration at the moment the configuration and Account settings are saved.
The Service Provider has the right to grant sub-licences with respect to the Licences granted under this section of the Terms of Service.

§20. Personal Data and Cookies

The provision of personal data by the User via the Platform website, e.g. the User entering personal data into the contact form, and the conclusion of a SaaS Service Agreement result in the Service Provider becoming the controller of those data within the meaning of the personal data protection legislation (GDPR (RODO)).
The User's personal data may also be processed through the use of cookies.
More information on the processing of personal data and the use of cookies can be found in the Privacy Policy.
With regard to the personal data of End Users entered into the AI Assistant, the Service Provider acts as a processor of personal data in connection with the provision of the SaaS Service.
The scope, purpose, manner and duration of the processing of End Users' personal data by the Service Provider are set out in a separate Data Processing Agreement concluded between the Client and the Service Provider, constituting Annex No. 3 to these Terms of Service.

§21. Final Provisions

These Terms of Service are available in Polish.
The law applicable to the resolution of any disputes arising under these Terms of Service is Polish law, unless mandatory provisions of law provide otherwise in this respect.
In the event of disputes with Clients, the court having local jurisdiction will be the court having local jurisdiction for the Service Provider.
Each Party to the SaaS Service Agreement is entitled to transfer all or part of its rights or obligations under the Agreement to any third party; however, the Client is entitled to do so only with the prior written consent of the Service Provider.
The Client is obliged to notify the Service Provider without undue delay of any changes to its addresses for service, authorisations or powers of attorney, failing which correspondence and the processing of Orders placed by previously authorised or empowered persons will be deemed valid, and delivery to the last indicated correspondence address and e-mail address will be deemed effective.
These Terms of Service may be amended at any time, e.g. in the event of a change in the law, a change in the Service Provider's contact details, modifications to Client service, changes in the provision of the Service that affect the provisions of the Terms of Service, or changes made by adding/removing functions available on the website that may affect the content of the Terms of Service - of which Users will be informed by the Service Provider posting information on the home page of the Platform.
Users holding an Account will, where the changes concern the rules relating to the use and maintenance of the Account, also be informed of the changes by an electronic message sent to the e-mail address with which the Account was created. Users who do not accept the new content of the Terms of Service will be obliged to notify the Service Provider thereof within 14 days of the date on which they were informed of the change. Non-acceptance of the Terms of Service is equivalent to termination of the Electronic Service Agreement for the maintenance of the Account, as a result of which the User's Account will be deleted.
An amendment to the Terms of Service may not affect the rights and obligations arising from agreements concluded before the amendments were introduced. Such agreements are governed by the Terms of Service in the wording accepted by the User at the time the agreement was concluded.
Amendments to the Terms of Service will enter into force 14 days after the date of their announcement.
These Terms of Service in their current version have been in force since 21.09.2026.

Annex No. 1 – SaaS Service Complaint Form

Addressee's details (Client):
……………………………
…………………………...
……………………………

SAMU.PL JAKUB SZAFRAŃSKI
ul. Franciszka Rakoczego 23 lok. 308
80 – 288 Gdańsk

Statement of Complaint Concerning the SaaS Service

I hereby inform you that, in connection with the purchased SaaS Service, Package named…………………………., Order No.: ………………………., I am submitting a complaint concerning the provision of the Service. The problem with the Service occurred on ……………………….. and consisted of:

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Date and signature

*delete as appropriate

Annex No. 2 – Electronic Service Complaint Form

Addressee's details (Client):
……………………………
…………………………...
…………………………..

SAMU.PL JAKUB SZAFRAŃSKI
ul. Franciszka Rakoczego 23 lok. 308
80 – 288 Gdańsk

Statement of Complaint Concerning an Electronic Service

I hereby inform you that, in connection with the use of electronic services on the Platform website, I am submitting a complaint concerning the following service or services…………………………………….. (e.g. browsing content published on the Platform website, using the contact form).

The problem occurred on ……………………………………… (please enter the date and time) and consisted of:

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(please describe the problem, e.g. an error when sending a message via the contact form).

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Date and signature
(*)

Delete as appropriate