Service Terms

Effective from 2026-07-05. These Service Terms supplement the Innohub Terms of Service, in particular with regard to AI, chat, widget, automation and customer service functions. This English version is a translation; in the event of any conflict, the Finnish version prevails.

1. Scope of these Service Terms

These terms apply to service-specific functions provided by Innohub and InnoVisual Oy, such as InnoRenki chat and widgets, InnoRenki’s customer survey, presentation and customer relationship management functions, AI-assisted customer service, content drafting, analytics, automations, integrations and other tools deployed by the customer.

These terms supplement the Terms of Service, the Privacy Policy and any customer-specific agreements. Where a customer-specific agreement contains more detailed terms, it takes precedence.

2. AI-assisted service

• AI may answer, classify, summarise, suggest next steps, collect leads or direct the user to the appropriate service channel.
• AI is not a human being, public authority, lawyer, doctor, auditor or other licensed professional. Responses must be reviewed before they are used for critical decisions.
• The service aims to make it clear to users when they are interacting with an AI-assisted function.
• The customer is responsible for ensuring that the use of AI is disclosed on its own website, in its customer journeys and in its staff instructions as required by law and applicable agreements.

3. Customer deployment and responsibilities

• The customer is responsible for the instructions, materials, price lists, frequently asked questions, product descriptions, information sources and integration credentials it provides.
• The customer is responsible for ensuring that the data entered into the service is lawful, up to date and of a kind that may be processed in the service.
• The customer must test the deployment, key responses, routing logic and customer journeys before wide-scale use.
• The customer must maintain its own backups or exports of business-critical data, unless a managed backup or recovery service has been agreed in a separate agreement.

4. Prohibited and high-risk use

The service must not be used for any activity that violates the law, the rights of third parties, information security or good business practice. The service must not be used for automated decision-making that, on its own, determines a person’s rights, benefits, pricing, creditworthiness, employment, health, education or any other similarly significant matter without a separate lawful assessment and a written agreement.

Special categories of personal data, health data, data relating to criminal convictions, children’s data, full payment card numbers, passwords, API keys or other secrets should not be entered into the service unless this has been expressly agreed and safeguards have been confirmed.

5. Chat widgets, leads and customer communications

If the service is embedded on the customer’s website, the customer is responsible for its own cookie, privacy and customer information. InnoVisual may provide a technical text template or guidance, but the customer is responsible for the final publication in its own environment.

Leads, conversations, contact requests and other customer messages are processed in accordance with the customer’s instructions and the Privacy Policy. If the service routes a message to email, a CRM or another system, the customer must also ensure the access rights and data protection of that system.

6. Integrations and third-party services

The service may use third-party services, for example for AI processing, payments, SSO login, email, analytics, cookie management or integrations chosen by the customer. A disruption, change of terms, usage limit or security change in a third-party service may affect the service. InnoVisual is not liable for third-party services beyond what is required by mandatory law or a separate agreement.

7. Development, changes and suspension

We may improve, change, restrict or remove functions for reasons of information security, legislation, supplier changes, capacity, prevention of misuse or development of the service. If a change is material to the customer’s use, we aim to give reasonable advance notice of it.

We may suspend the service or an individual function on an urgent basis if continuing would pose a significant information security, legal, reputational or misuse risk.

8. Support and contact

Support channels, response times and service levels are determined by the subscription or a separate agreement. Unless otherwise agreed, service-related requests may be sent to asiakaspalvelu@innohub.fi.