Terms and Conditions

01Acceptance of terms

By using our Services, you confirm that you’ve read, understood, and agreed to these Terms, including any future changes. We may update these Terms at any time without prior notice, and your continued use of the Services after such changes indicates your acceptance of the updated Terms.

02Eligibility

Our Services are for users aged 18 or older. By accessing our Services, you confirm that you are at least 18 years old and have the legal capacity to enter into these Terms. If you’re using our Services on behalf of an organization, you confirm that you’re authorized to bind that organization to these Terms.

03Account registration and security

Some features may require you to create an account. You agree to provide accurate and current information during registration and to keep it updated. You’re responsible for safeguarding your account credentials and for all activities under your account. Notify us immediately if you suspect any unauthorized use. We are not liable for any loss or damage due to failure to maintain account security.

04Use of the service

License

We grant you a limited, non-exclusive, non-transferable license to access and use our Services for personal, non-commercial purposes, in accordance with these Terms.

User conduct

You agree not to:

• Overload, disrupt, or interfere with our systems or networks.
• Engage in fraudulent or harmful activities, including distributing malicious software.
• Copy, sell, or exploit our Services without our prior written consent.
• Submit paid or copyrighted patterns, images, or other material you do not have permission to share.

05Intellectual property rights

All content on CraftGuideAI, including text, graphics, logos, images, and software, is owned by us or our licensors and protected by intellectual property laws. You may not modify, reproduce, or distribute any content without our prior written consent. Unauthorized use may result in legal consequences.

06Disclaimers and limitation of liability

No warranty

Our Services are provided “as-is” and “as-available,” without warranties of any kind. We do not guarantee uninterrupted, error-free, or secure service. Any guidance from our AI assistant is for informational purposes only. It does not replace product labels, manufacturer instructions, safety data sheets, qualified instruction, or professional advice, and it does not guarantee any particular result. You are responsible for the safe use of your tools and materials.

Limitation of liability

CraftGuideAI and its affiliates are not liable for any indirect, incidental, or consequential damages resulting from:

• Your use or inability to use the Services.
• Unauthorized access to your data.
• Any other issue related to our Services.

07Indemnification

You agree to indemnify, defend, and hold harmless CraftGuideAI, its employees, directors, and partners from any claims, damages, or legal fees arising from your use of the Services or violation of these Terms.

08Governing law and dispute resolution

These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of Cyprus. Any disputes will be resolved exclusively in the courts of the Republic of Cyprus, unless mandatory consumer protection rules in your country of residence provide otherwise.

09Termination

We may suspend or terminate your account if you violate these Terms or engage in activities that harm other users, our platform, or our reputation.

10Miscellaneous

If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in effect. Our failure to enforce any right under these Terms does not waive our ability to enforce it later.

11Complaints and disputes policy

1. Purpose

This Complaints and Disputes Policy sets out how Innoteq Solutions Ltd (“the Company”, “we”, “our”, “us”) manages customer complaints and dispute resolution in a fair, transparent, and timely manner. We are committed to ensuring a high level of service quality and maintaining trust in all digital services we provide.

2. Scope

This policy applies to all users, clients, and partners who use or interact with our digital services, websites, or AI-based tools, including but not limited to CraftGuideAI and other products operated by Innoteq Solutions Ltd.

3. How to submit a complaint

Customers can submit complaints by any of the following means:

• Email: info@innoteq.com
• Mail: Innoteq Solutions Ltd, 3 EkaterinisS Kornarou 3, Aglandija, Nicosia, Cyprus

When submitting a complaint, please include:

• Your full name and contact details
• The nature of the complaint and any relevant evidence (e.g., screenshots, correspondence)
• The date on which the issue occurred

4. Acknowledgment

We will acknowledge receipt of your complaint within 5 business days and provide a reference number for tracking.

5. Investigation and resolution

• All complaints are investigated objectively and confidentially by our internal compliance team.
• We aim to provide a final response within 30 days. If additional time is required, you will be informed in writing.
• Possible outcomes include resolution, refund, service correction, or an explanation of the Company’s position.

6. Escalation

If you are not satisfied with our resolution, you may escalate the dispute by contacting:

• Supervisory Authority: Consumer Protection Service (Υπηρεσία Προστασίας Καταναλωτή), Ministry of Energy, Commerce and Industry, Republic of Cyprus. Website: consumer.gov.cy/en (for filing complaints regarding infringements of consumer rights).
• For cross-border disputes within the EU, you may also contact the European Consumer Centre (ECC) in your country of residence: ecccyprus.gov.cy/en (ECC Cyprus) or find your local ECC at eccnet.eu.
• Additionally, you can seek out-of-court resolution through an approved Alternative Dispute Resolution (ADR) entity in Cyprus, such as the Cyprus Consumer Center for Alternative Dispute Resolution: adrcyprus.com/en.

7. Confidentiality

All complaints and disputes are handled in strict confidence. Personal information is processed in accordance with our Privacy policy and applicable data protection laws including GDPR.

8. Continuous improvement

We review complaint data regularly to identify patterns, improve service quality, and enhance user satisfaction.

12Purchases

Users may purchase chat tokens to interact with the AI chat service on CraftGuideAI. Tokens are available in the First Stitch (100 tokens), Project Table (300 tokens), and Maker Shelf (700 tokens) packages, or on a pay-as-you-go basis with a minimum deposit of 10 EUR. Current prices are shown on the pricing page before you buy. Payments are processed securely. Tokens are tied to your user account and the specific website, are not transferable to other users or sites, and do not expire.

13Refund policy

All token purchases are generally final and non-refundable, as they provide immediate access to digital services. Refunds may be considered on a case-by-case basis for unused tokens, such as in the event of a technical error or duplicate purchase, within 14 days of the purchase date. No refunds will be issued for tokens that have been used. To request a refund, contact us via the contact page or by email at info@innoteq.com, providing your full name, contact details, transaction details, and reason for the request. We will review and respond within 5 business days. See also our Refund policy.

14Contact us

For questions or concerns about these Terms and Conditions, please contact us at info@innoteq.com.