Terms of Sale — Consumers

Article 1 — Purpose

Dilaya is a service published and developed by the company Novopattern (“the Seller” or “the Publisher”).

These terms of sale (“the Terms of Sale”) govern the supply by the Seller of the Dilaya service (access to an automation and AI-agent platform, together with the related setup and follow-up) to a customer acting as a consumer, that is, for purposes falling outside their commercial, industrial, craft, professional or agricultural activity.

Any order implies the Customer's unreserved acceptance of these Terms of Sale, which the Customer acknowledges having read before signing the order form or before the first paid use of the service.

Article 2 — Seller identification

Novopattern (the company publishing and developing Dilaya)

Legal form: EURL (single-member limited company) with share capital of €5,000

Registered office: 60 rue François I^er, 75008 Paris, France

Paris Trade and Companies Register 911 313 336 — SIREN: 911 313 336 — SIRET (registered office): 911 313 336 00024

VAT status: subject to VAT. Intra-EU VAT number: FR64 911 313 336.

Contact: contact@dilaya.eu

Article 3 — Description of the service

Dilaya is an operated automation service: the Seller sets up and configures, on the Customer's behalf, one or more AI agents tasked with carrying out work determined together with the Customer (the “Services”). The Seller provides the initial setup, technical supervision (operational monitoring) and day-to-day support of the service throughout the subscription period.

The details of the automated tasks, of the accesses required and of the third-party accounts used (where applicable, the Customer's own accounts or subscriptions) are agreed with the Customer at setup time and may be recorded in a customer-specific setup sheet.

Article 3 bis — Usage limits and service protection measures

The subscription gives access to the service within reasonable usage thresholds covering, in particular, the volume of stored data, the volume of files, the number of messages sent per month and the rate at which applications are created. The thresholds applicable to each plan are published on the pricing page of the website and may be adjusted to reflect changes to the service, with no retroactive effect on subscriptions in progress.

Where a threshold is exceeded, no data is deleted: the Client's data remains viewable and downloadable, and only new writes are suspended until the situation is resolved or a higher threshold is agreed. The Seller informs the Client and proposes a suitable solution.

The Seller implements automatic measures intended to preserve the availability of the service for all of its clients. These measures may result in temporarily refusing requests of abnormal volume, in particular where they originate from a single source at a frequency that normal use does not involve. These measures are not intended to restrict normal use of the service.

Article 4 — Prices and price list

The service is supplied as a monthly subscription. In accordance with the legal obligation to display prices to consumers (French order of 3 December 1987), the price displayed at subscription time is inclusive of all taxes: it is the exact amount debited each month, VAT included. A specific price list may be agreed in writing with certain customers (launch offer, “early adopter” preferential rate, etc.); it then prevails over the standard rate until it ends.

Prices may change for new customers at any time, with no retroactive effect on ongoing subscriptions.

Article 5 — Payment terms

Payment is made by bank card, or by any other means of payment offered on the secure payment page of our payment provider (Stripe), which the Customer saves when subscribing. The subscription is charged monthly, on its due date, to the saved means of payment; the Customer receives their invoice by email.

In the absence of a valid means of payment, or if a charge fails, the Seller informs the Customer, may retry the payment, and reserves the right to offer another means of payment or to suspend access to the service until the situation is regularised. Suspended access is restored as soon as the situation is regularised.

Article 6 — Term, renewal and termination

The subscription is entered into for an indefinite term with a monthly commitment: it renews automatically each month by tacit renewal, unless terminated by either party.

The Customer may terminate at any time, with effect at the end of the current monthly period, by a simple written request (email) sent to contact@dilaya.eu. No termination fee is due, subject to compliance, where applicable, with any minimum term expressly accepted by the Customer in writing.

The Seller may suspend or terminate the service in the event of a serious breach by the Customer of their obligations (in particular non-payment, abusive or unlawful use of the service), after a formal notice has remained without effect for 8 days, except in an emergency.

Article 7 — Right of withdrawal

In accordance with Articles L221-18 et seq. of the French Consumer Code, a consumer Customer has 14 calendar days from the conclusion of the contract to exercise their right of withdrawal, without having to give a reason or pay a penalty, by means of an unambiguous statement (a standard form is available on request).

Since performance of the Dilaya service begins, at the Customer's express request, before the end of the withdrawal period (immediate setup and start-up of the AI agent), the Customer acknowledges — by ticking the box provided for that purpose or by signing the corresponding statement — that they expressly waive their right of withdrawal for the part of the service already performed, in accordance with Article L221-28, 13° of the French Consumer Code, once the service has been fully performed.

In the absence of such an express waiver, and for as long as the service has not been fully performed, the Customer retains their right of withdrawal; if that right is exercised after performance has begun at their express request, they will owe the Seller an amount proportionate to the service supplied up to the point at which they communicated their decision to withdraw.

In accordance with French order no. 2026-2 (in force since 19 June 2026), where the sale is concluded online on this site, an online withdrawal function (cancellation button) is made available to the Customer directly from their customer area, in addition to the other means of exercising the right of withdrawal.

Article 8 — Commercial “satisfied or refunded” guarantee (14 days)

Independently of the statutory right of withdrawal described in Article 7 (and of any waiver of that right for the part of the service already performed), the Seller grants every new Customer, on a commercial basis, a “satisfied or refunded” guarantee: during the 14 calendar days following the start of the subscription, the Customer may request a full refund of the sums already paid, unconditionally, without having to justify their decision and without being asked any questions, by simple email to contact@dilaya.eu.

Such a request results in the immediate termination of the subscription and the discontinuation of access to the service. The refund is made within 14 days of the request, using the same means of payment as the one used for payment.

This commercial guarantee is more favourable than the statutory right of withdrawal (which, where the service is performed at the Customer's express request before the end of the statutory period, entitles them only to a refund proportionate to the part not performed): in practice it replaces it, over the same 14-day period, by guaranteeing a full and unconditional refund. It applies once per new Customer and does not deprive the Customer of any statutory right.

Article 9 — Liability

The Seller undertakes to perform the Services diligently and in accordance with professional standards. The Seller cannot be held liable for non-performance or improper performance attributable to the Customer (incorrect information, accesses not provided), to a third party (failure of a third-party service used by the AI agent) or to force majeure.

Except in the case of gross negligence or wilful misconduct, the Seller's liability is limited to direct damage and capped at the total amount paid by the Customer in respect of the last three (3) months of subscription.

Article 10 — Personal data

The processing of the Customer's personal data within the service is described in the Seller's Privacy Policy, published at dilaya.eu/confidentialite, which forms an integral part of these Terms of Sale.

Article 11 — Disputes, complaints and consumer mediation

Any complaint may be sent to the Seller at the contact details set out in Article 2.

In the event of a dispute between the Customer and the company, they shall endeavour to resolve it amicably (the Customer shall send a written complaint to the trader or, where applicable, to the trader's Customer Relations Department).

Failing an amicable agreement, or in the absence of a reply from the trader within a reasonable period of one (1) month, a Customer who is a consumer within the meaning of Article L.612-2 of the French Consumer Code may, if a disagreement remains, refer the matter free of charge to the competent mediator listed by the Commission for the evaluation and control of consumer mediation pursuant to Article L.615-1 of the French Consumer Code, namely:

La Société Médiation Professionnelle
www.mediateur-consommation-smp.fr
Alteritae, 5 rue Salvaing, 12000 Rodez, France

For any sale concluded online, the Customer may also use the European online dispute resolution platform: ec.europa.eu/consumers/odr.

Article 12 — Governing law and jurisdiction

These Terms of Sale are governed by French law. In the event of a dispute, and failing amicable resolution or mediation, the competent French courts shall be those of the defendant's domicile or of the place where the service is supplied, in accordance with the ordinary rules applicable to consumer disputes.

Article 13 — Language

This English version is provided for convenience only. The French version is the legally binding text: in the event of any discrepancy or difference of interpretation between the two, the French version prevails. Nothing in this clause deprives a consumer of the protection afforded by the mandatory provisions of the law of their country of residence.