VIBBLIN
VIBBLIN
The contract between VIBBLIN and the business that uses the service
Version 3.1 · in force since 24/10/2026These terms govern the use of VIBBLIN. You accept them when you sign up on the website, or on first sign-in if we created the account for you; the acceptance records who, when and which version. Some clauses, listed at the end, you also approve one by one, with a separate box and with the code we send you by email, as the Italian Civil Code requires.
1.1 The service is called VIBBLIN and is provided by Numen di Rasman Francesco (“we”), Via Bembo, 34, 34015 Muggia (TS), VAT number 01452730326.
1.2 VIBBLIN is a conversational assistant that the business using it (“you”) installs on its own website with one line of code, plus a dashboard to configure it and to read what happens.
1.3 The service includes: the chat on the site, a knowledge base (frequently asked questions, articles, product catalogue), forms to collect contacts, notifications (by email, on Telegram and on the other channels the dashboard offers), statistics and — on the plans that provide it — price estimates computed from rules you write. What each plan includes is set out in section 6.
1.4 You do not buy the subscription from us: you buy it from Paddle, which resells it (section 5). The service, on the other hand, is provided by us, under these terms.
2.1 VIBBLIN is for businesses only: companies, professionals, craftspeople, practices, associations and other organisations that use it for their work. It is not aimed at consumers. By signing up, or by accepting these terms, you declare that you are acting for purposes related to your trade, business, craft or profession, and that the person accepting is entitled to do so on behalf of the business.
2.2 If, despite this declaration, the law treats you as a consumer, you keep the rights that the law does not allow to be excluded.
2.3 An account can be created in two ways:
2.4 To sign up on the website you need an email address you actually read, a password, the name of the business, the country and the dashboard language. You must confirm the address with the code we send you by email: it is valid for 24 hours, and a sign-up not confirmed within that time is deleted. After confirmation you have 7 days to add your card on Paddle: after 3 days we remind you, and after 7 days the sign-up and the data you left with us are deleted.
2.5 The free trial is granted only once per email address and only once per website on which you install the widget. If the email or the site has already had one, you can subscribe straight away, without a trial. To check this we keep a fingerprint of the email and a fingerprint of the domains of the sites on which the widget appears during the trial (Privacy notice, section 13).
2.6 You choose the password and none of us sees it: only its hash is kept. You are responsible for what happens with your account. If you think someone got in, change the password: the change closes every open session by itself, including the intruder's.
2.7 The information you give us must be true and up to date. If you lose access to the email address, write to us: after an identity check we can update it.
3.1 On the website there are three steps, and they are shown at the top of every sign-up page:
3.2 The contract with us is concluded when the Paddle checkout succeeds and Paddle confirms it to us: at that moment your account is created and the trial starts. Before then there is no contract and no obligation, neither yours nor ours. At the same moment you conclude the purchase of the subscription with Paddle (section 5).
3.3 To correct errors:
3.4 Once the contract is concluded we send you a welcome email; Paddle sends you the confirmation of the trial.
3.5 Sign-up, the dashboard and these terms are available in Italian, English, German, Spanish, French and Portuguese, and the contract can be concluded in any of these languages. If the versions do not say the same thing, the Italian version prevails.
3.6 The text you accept remains available to you: this page carries a version number and a date, it can be printed and saved, and previous versions remain published, listed at the bottom of the page. We keep the record of your acceptance — document, version, date and time — and of the code check — date, time, the email address we sent it to and the IP address you entered it from — for as long as your account exists; if you ask us, we send you a copy.
3.7 If we created the account for you, the contract is concluded when you accept these terms on first sign-in.
4.1 If you sign up on the website you get 14 days of free trial with the features of the ADVANCED plan. The trial starts when Paddle confirms the card.
4.2 The trial has its own caps, which apply to all the days of the trial together and not per month: 300 conversations, and a use of artificial intelligence limited both for the whole trial and for each day. Once a cap is reached, the chat shows the visitor the courtesy message and the rest of the dashboard keeps working. The daily cap resets at midnight, in your shop's time zone; the trial cap does not. We warn you before you get there.
4.3 During the trial the “Powered by VIBBLIN” mark always stays visible in the chat, even if the plan would allow you to remove it.
4.4 During the trial you pay nothing. At the end of the trial Paddle automatically charges the payment method the price of the plan and duration chosen for after the trial — ADVANCED monthly, if you choose nothing else — plus VAT where due, and the service continues without interruption. If you do not want to continue, cancel before the end of the trial (section 9): nothing will be charged.
4.5 During the trial you can choose another plan or another duration for afterwards: they apply from the end of the trial, and until then the trial stays ADVANCED.
4.6 We write to you at the start of the trial, around the fifth day and a few days before the end, each time with the date and amount of the first charge and how to cancel. Paddle in turn sends you the confirmation of the trial and a reminder at least seven days before the end: these are emails Paddle is required to send and they cannot be switched off.
4.7 The trial can be extended, but that is our decision, not your right. If we created the account for you, the duration and conditions of the trial are those written in the invitation or in your agreement with us, and points 4.2 and 4.3 do not apply.
4.8 A trial obtained by getting around the rule in point 2.5, or used abusively, can be ended early (section 16).
5.1 Our order process is conducted by our online reseller Paddle.com, which is the Merchant of Record for all our orders. You therefore buy the VIBBLIN subscription from Paddle.com Market Limited (30 Old Bailey, London EC4M 7AU, United Kingdom; “Paddle”), which resells it as an authorised reseller. Paddle collects the payment, applies and pays the VAT, issues invoices and receipts and handles refunds and payment disputes.
5.2 The purchase and the payment are governed by Paddle's purchase terms (Paddle Buyer Terms, paddle.com/legal/buyer-terms), which you accept in the checkout and which are governed by English law, and by its privacy notice. The service is provided by us, under these terms (in Paddle's terms they are the “Supplier Agreement”): we answer for how it works, for support and for the data you process with VIBBLIN.
5.3 Paddle holds the payment method: we neither see nor store the card details. From Paddle we receive only the card network and the last four digits, to show them to you in “Your plan”.
5.4 With the checkout you authorise Paddle to charge the payment method without further confirmation: at the end of the trial, at the start of every renewed period (section 7) and for the prorated differences on the plan or duration changes you request (section 8).
5.5 The prices we show are exclusive of VAT. VAT, where due, is calculated and applied by Paddle in the checkout, based on the country and the VAT number you enter. With a valid VAT number Paddle may not apply it (reverse charge): in that case you account for it yourself, under the rules of your country. If you forgot to enter your VAT number, you request the VAT refund from Paddle within 60 days of the charge.
5.6 Invoices and receipts are issued by Paddle and sent to you by email; you also find them in the Paddle portal, which you open from Settings → “Invoices and card”. We do not issue invoices for the subscription. On your bank statement the charge appears as “PADDLE.NET* VIBBLIN”.
5.7 If you dispute a charge with your bank (chargeback), we may suspend the account while the dispute is open, and close it if it turns out to be fraud or abuse. Before disputing a charge, write to us: it can almost always be sorted out first.
6.1 This table is generated from the configuration the service actually uses: if a price or a limit changes, it changes here. Prices in euros, exclusive of VAT.
| Plan | Monthly | 6 months | 12 months | Conversations/month | Messages per conversation | Shops | File storage | Widget languages |
|---|---|---|---|---|---|---|---|---|
| BASIC | € 19,00 | € 102,60 | € 193,80 | 500 | 12 | 1 | 100 MB | 3 |
| PRO | € 39,00 | € 210,60 | € 397,80 | 1000 | 20 | 1 | 500 MB | 6 |
| ADVANCED | € 79,00 | € 426,60 | € 805,80 | 2000 | 30 | 1 | 2 GB | 6 |
| ELITE | € 149,00 | € 804,60 | € 1519,80 | 5000 | 50 | 2 | 10 GB | 6 |
6.2 There are three durations: monthly, 6 months and 12 months. The 6- and 12-month prices cover the whole period and are paid at the start of the period.
6.3 Some features are included only from a certain plan upwards. This table too is generated from the configuration: if you move down a plan, what you wrote for a feature the new plan does not include stays saved and merely stops being used.
| Feature | BASIC | PRO | ADVANCED | ELITE |
|---|---|---|---|---|
| “Suggest a reply” in conversations | — | ✓ | ✓ | ✓ |
| Quotation with questions | — | ✓ | ✓ | ✓ |
| Alerts on Telegram | — | ✓ | ✓ | ✓ |
| Calculated price estimate | — | — | ✓ | ✓ |
| Custom instructions for the assistant | — | — | ✓ | ✓ |
| Chat frame and advanced styles | — | — | ✓ | ✓ |
| Custom CSS for the chat window | — | — | ✓ | ✓ |
| Icon and GIF carousel | — | — | ✓ | ✓ |
| Without “Powered by VIBBLIN” | — | — | ✓ | ✓ |
| Pages read by “Import from your website” | 10 | 30 | 30 | 30 |
6.4 A price change applies from the following renewal, and we write to you at least 30 days in advance. A period already paid for does not change price. If the new price does not suit you, you can cancel before the renewal (section 9).
6.5 If you have a different written agreement with us on price and payment — for example an account we created before sign-up on the website existed, paid by bank transfer — that agreement governs price, payment and renewal, and sections 5, 7 and 10 apply only when you move to a subscription with Paddle. For everything else these terms apply.
7.1 The subscription renews automatically at the end of each period, for a period of the same duration or of the one you chose for the renewal (section 8), until you cancel it (section 9).
7.2 At each renewal Paddle charges the price in force for the new period, plus VAT where due.
7.3 For the 6- and 12-month durations we send you a reminder at least 7 days before the renewal.
8.1 You change plan and duration from “Your plan”. Before you confirm, we show you the amount and the date, calculated by Paddle.
8.2 Moving up a plan applies immediately: Paddle immediately charges the difference for the days left in the current period, and the period continues with the new plan.
8.3 Lengthening the duration applies immediately (for example from monthly to 12 months): the new period starts today, and Paddle deducts from the amount the value of the unused days of the current period.
8.4 Moving down a plan or shortening the duration applies from the end of the current period: until then your current plan and duration remain, and there are no refunds or credits for the current period.
8.5 During the trial, every change applies from the end of the trial (point 4.5).
8.6 A change cannot be made in the 30 minutes before a renewal, nor while a payment has not gone through (section 10): in those cases the page tells you why and when to try again.
9.1 You can cancel whenever you want, in one click, from “Your plan”. You can also do it from the link in Paddle's emails about the subscription, or from the Paddle portal.
9.2 Cancellation stops the renewals: the service continues until the end of the period already paid for, or of the trial, and then stops, with no further charges. From then on section 11 applies.
9.3 Until the last day of the period you can undo the cancellation from “Your plan”, and the subscription continues as before.
9.4 Cancelling does not entitle you to a refund of the unused days or months of the current period. The only exceptions are those in the Refund policy, which is part of these terms, and the rights that the law does not allow to be excluded.
9.5 Cancelling is not deleting the account. Deleting the account (Dashboard → Privacy & GDPR → Delete account) deletes the data immediately and for good, and at the same moment ends the subscription, without a refund of the current period.
10.1 If a charge does not go through, Paddle retries automatically over the following days; we let you know, in the dashboard and by email. The card is updated from Settings → “Invoices and card”.
10.2 If 7 days after the first failed charge the payment has still not arrived, we suspend the service: the widget stops on your site, the dashboard stays accessible read-only and you can export everything. Nothing is deleted at suspension.
10.3 Suspension is not a penalty: when the payment goes through, the service restarts by itself, at no extra cost.
10.4 If the payment does not arrive within 30 days of the suspension, the contract ends and we delete the account and the data (point 11.3).
11.1 The contract ends:
11.2 In cases a, c and f the widget stops, and for 30 days the dashboard stays accessible read-only: you can sign in and export your data. In case b those days are the ones following the suspension. 7 days before the deletion we write to you.
11.3 Once the 30 days have passed we delete the account and all the service data: conversations, contacts, knowledge base, settings. The deletion is final; the backups that contain them (the daily ones of the database, kept for 14 days, and the weekly ones of the whole server, kept by the hosting provider) expire on their own within a further 30 days.
11.4 In case d the deletion is immediate and final: there is no bin and no grace period. Export what you need first.
11.5 If we decide to close the service, we tell you at least 60 days in advance; until the closure the dashboard and the data export remain available, and we refund the part of the period paid for and not used, pro rata, through Paddle.
11.6 After deletion only the email fingerprint and a fingerprint of the domains of the sites on which the widget appears during the trial remain, for 24 months from the start of the trial (point 2.5), together with what Paddle keeps for its own obligations, under its privacy notice. That is why anyone who comes back subscribes without a second trial.
12.1 Conversations. Each plan includes a number of conversations per month. Once that number is reached, the chat opens no new ones and shows the visitor a courtesy message, which you can write yourself: it does not vanish and it does not throw an error. Conversations already open continue. The count restarts on the first of the month.
12.2 Artificial intelligence. Each plan includes a monthly use of artificial intelligence, in proportion to the fee, and a daily one.
12.3 We let you know when it happens, and the rest of the dashboard keeps working.
12.4 Each plan also caps the messages in a single conversation and the disk space for the files you upload: you will find both in the table in section 6.
12.5 During the trial the trial caps apply (point 4.2).
13.1 Conversations and contacts collected through forms are deleted automatically after your plan's period. The deletion runs every night and cannot be undone.
| Plan | Conversations | Contacts | Notice |
|---|---|---|---|
| BASIC | 30 days | 30 days | 7 days |
| PRO | 60 days | 60 days | 7 days |
| ADVANCED | 120 days | 120 days | 7 days |
| ELITE | No automatic deletion | No automatic deletion | — |
13.2 The “Notice” column says how many days before the first deletion we write to you, so you can export what you need. In any case you can export your data at any time from the dashboard.
13.3 At the end of the contract section 11 applies.
14.1 The replies are generated by a language model. The visitor always sees it: there is an “AI” label next to the assistant's name and the line “Responses generated by AI” at the top of the window, and no setting — not even custom instructions — can remove them or make the assistant deny being an AI. It is a legal obligation (Art. 50 of EU Regulation 2024/1689) and it cannot be switched off.
14.2 The model can be wrong. The assistant answers with what is in your knowledge base and, when it does not know, says so instead of making things up; but neither of those two things is a guarantee. We do not guarantee that the replies are accurate, complete or up to date. You answer for what your assistant tells your customers: reread the conversations and correct the knowledge base when needed.
14.3 Price estimates are not generated by the model: the software computes them by applying the rules and prices you wrote. If the rule is wrong, the estimate is wrong.
14.4 The courtesy floor. Whatever your instructions say, the assistant stays polite and respectful towards whoever is writing. Every reply from the model goes through an automatic check before it is sent: if it fails, we redo it without your custom instructions or, if that is not enough, we send a neutral text; we log the block and review it ourselves. The texts you save in the dashboard are checked too. To anyone who writes that they are in danger, the assistant replies with a fixed text pointing to 112, or to the emergency number of their country. These rules cannot be removed. They do not shift onto us the responsibility for your content and your instructions, and they do not guarantee that every unsuitable reply will be stopped.
14.5 The visitor can ask to speak to a person at any time: the request reaches you, and it is up to you to answer.
14.6 Regulated activities. If your business is in healthcare, law, finance or insurance, or is otherwise governed by sector rules or by a professional body, the assistant does not replace your professional advice and must not be configured to give diagnoses, treatments, legal opinions or personalised investment advice. It is up to you to decide whether and how to use it; to configure it in line with the rules of your profession, including any obligation to tell your clients that you use an artificial intelligence system and the rules on advertising your business; and to check what it says. For the health data that visitors may write in the chat, point 15.4 and the Data processing agreement apply.
15.1 For your visitors' data you are the controller: we are the processor. The rules are in the Data processing agreement, which you accept together with these terms and which also applies during the trial.
15.2 Inform your visitors: if you have your own privacy notice, put it in the widget settings; otherwise the widget shows ours.
15.3 You answer for your content and your instructions: knowledge base, catalogue, prices, estimate rules, messages, custom instructions, and what the assistant says by following them. They must be true, lawful, and yours or in any case usable by you. Custom instructions may not ask the assistant to deceive, offend or discriminate, to collect data you do not need or to deny being an AI. If a third party claims damages from us over your content or your instruction, you hold us harmless, unless the damage is our doing.
15.4 Special categories of data. The service is not made to collect special categories of data — health, ethnic origin, religious or political beliefs, trade union membership, sex life or sexual orientation, genetic or biometric data — nor criminal-records data, nor data of children under 16: do not set up forms or instructions that ask for them. If a visitor writes them on their own initiative, as happens especially with healthcare businesses, it is up to you, as controller, to decide the legal basis, to inform them and to decide whether and for how long to keep them; we process them on your behalf like the rest of the conversation (Data processing agreement, section 4).
15.5 Keep your credentials safe and tell us if something looks wrong.
16.1 The following are prohibited:
16.2 If a breach is serious or repeated we may suspend the account, including during the trial. We write to you first, except when the suspension is needed to stop an ongoing harm or an obvious abuse straight away, such as a sign-up with false details. During the suspension the widget is stopped, and the dashboard stays accessible read-only so you can export the data.
16.3 If the breach continues after our warning, or is so serious that it does not allow us to go on, we may end the contract; during the trial, we end the trial with no charge. There is no refund for the current period. From then on section 11 applies.
16.4 We may remove or block content that breaches these terms — a knowledge base text, an instruction, a message — and we tell you. Anyone who thinks that content shown through VIBBLIN infringes their rights can write to assistenza@vibblin.com: we review the report, pass it on to you and, if needed, remove the content.
17.1 Your data stays yours: knowledge base, catalogue, conversations, contacts. You give us permission to process it for the sole purpose of running the service for you, and for as long as you use it.
17.2 The software stays ours: code, interface, trademark, documentation. The subscription gives you the right to use it, not to copy or resell it.
17.3 The assistant's replies generated for your shop are yours to use as you wish: we claim no rights in them. They may, however, resemble replies given to others, and we do not guarantee that they do not touch third-party rights: point 15.3 applies.
17.4 If you send us a suggestion, you grant us a free licence, unlimited in time, to use it; it stays yours, and we do not become its owner.
18.1 How we handle data is written in the Privacy notice and, for what you process through us, in the Data processing agreement (Art. 28 GDPR). Both documents are part of these terms.
18.2 The data needed for the purchase and the payment is processed by Paddle, on its own account, under its privacy notice.
19.1 We run the service with care and keep it monitored, but we promise no availability percentage. We announce planned work in advance, where we can.
19.2 The service is provided as it is. We do not guarantee that the assistant's replies are accurate or complete, nor that the service will never be interrupted.
19.3 We are not liable for indirect damage, lost profits, lost opportunities or data you could have exported, nor for the decisions you or your customers take on the basis of a reply from the assistant, nor for interruptions caused by events beyond our reasonable control.
19.4 We are not liable for how Paddle carries out payments, refunds and invoices: for those, the contract between you and Paddle applies.
19.5 Where the law allows, our total liability does not exceed what you paid for the service in the twelve months before the event, excluding VAT, or 100 euros, if that amount is higher. Nothing in these terms excludes liability for wilful misconduct or gross negligence.
20.1 Every version of these terms carries a number and a date. If something substantial changes, we raise the version and write to you at the account email address at least 15 days before the date it takes effect.
20.2 From that date, at your first sign-in we ask you to accept the new version: until then the one you accepted applies.
20.3 If you do not accept, you are not locked out of your data: exporting and deleting the account stay reachable without accepting. What stops is the use of the dashboard.
20.4 If the new version worsens your conditions, you can withdraw by the date it takes effect by writing to assistenza@vibblin.com or by deleting the account: we refund you, through Paddle, the part of the period paid for and not used. This does not apply if the change is imposed by a law or by an authority: in that case you can still cancel (section 9), without a refund.
20.5 Price changes follow point 6.4.
21.1 Italian law applies.
21.2 The courts of Trieste have exclusive jurisdiction over disputes.
21.3 The Italian version of these terms prevails (point 3.5).
Numen di Rasman Francesco, Via Bembo, 34, 34015 Muggia (TS), VAT number 01452730326
Support and contractual matters: assistenza@vibblin.com
Personal data and data subject requests: privacy@vibblin.com
Anyone signing up approves them with the box of the sign-up form and with the code received by email; existing customers, and those whose account we created, on the acceptance page, in the same way. This is the text of the box:
I specifically approve, under Articles 1341 and 1342 of the Italian Civil Code, clauses 4.4, 5.4, 5.7, 6.4, 7.1, 7.2, 9.4, 9.5, 10.2, 10.4, 11.2–11.4, 16.2–16.4, 19.3–19.5, 20.1–20.3 and 21.2 of the Terms of service and point 5.3 of the Refund policy.