TERMS AND CONDITIONS

for the Use of the Website, Platforms, Software and Hardware Products of VAiOS

I. GENERAL PROVISIONS

1.1. These Terms and Conditions govern the access to and use of the website, platforms, systems, software and hardware products developed and/or provided by VAiOS (hereinafter referred to collectively as the “Site”).

1.2. The term “Site” includes, without limitation:

• the websites operated by VAiOS;

• inquiry and registration forms;

• the My Account platform;

• the ticketing system;

• all informational, commercial and technical systems and resources of VAiOS.

1.3. By using the Site, including but not limited to browsing, registering, submitting inquiries, clicking buttons or links (except links to these Terms and Conditions), you expressly, voluntarily and unconditionally accept these Terms and Conditions.

1.4. If you do not agree with these Terms and Conditions, you are not entitled to use the Site or the services of VAiOS.

II. REGISTRATION AND MY ACCOUNT PLATFORM

2.1. Registration on the Site is free of charge and voluntary, but required for access to certain functionalities.

2.2. Registration provides access to:

• the My Account platform;

• submission and tracking of support tickets;

• partner resources;

• technical and commercial support;

• documentation and additional information.

2.3. Upon submitting an inquiry to VAiOS, the user automatically receives a My Account profile, which is activated through password generation.

2.4. The My Account platform serves as the official communication channel between VAiOS and the client.

III. TICKETING SYSTEM AND SUPPORT

3.1. Any notifications, reports, claims, defects, malfunctions, irregularities or issues related to VAiOS products, systems or services shall be submitted exclusively through the ticketing system.

3.2. Tickets may be submitted via:

• the My Account platform;

• email: support@vaios.bg, in which case the request is registered as a ticket.

3.3. The ticketing system is the sole official channel for submitting support requests.
Requests submitted via telephone, social media or other informal channels do not create any obligation for VAiOS unless registered as a ticket.

IV. WARRANTY TERMS

4.1. VAiOS products are covered by a warranty period of two (2) or three (3) years, depending on the specific product.

4.2. The exact warranty period for each product is explicitly defined in the handover protocol and/or in the contract executed between the parties.

4.3. The warranty covers only product defects occurring under normal operating conditions.
In the event of a defect, the client is obliged to submit a support ticket in accordance with the established procedure via the My Account platform or by email at support@vaios.bg.

Following the review of the submitted ticket, VAiOS shall analyze the reported issue and provide an official written response within the ticket, specifying:

• whether an on-site visit is required;

• whether the product must be deinstalled;

• who will perform the deinstallation – the client, a VAiOS team, or a certified integrator.

The decision shall be fully documented in the ticketing system and shall be binding on the parties.

4.4. The warranty does not cover:

• installation and deinstallation services;

• transportation;

• damages caused by improper use or operation;

• external influences (mechanical damage, power surges, natural disasters, etc.);

• unauthorized intervention, modifications, or repairs.

4.5. In the event of a defective product, and only upon explicit instruction from VAiOS provided through the ticket, the product shall be:

• deinstalled by a certified technician/company, or

• deinstalled by the client entirely at their own risk,
  and delivered to an authorized VAiOS service center or office.

VAiOS shall not be liable for any additional damages resulting from improper deinstallation performed by the client or by unauthorized third parties.

4.6. Unless it is explicitly stated in the contract that installation and deinstallation services are included within the warranty period, such services shall be charged separately, regardless of whether they are performed by VAiOS or by a certified integrator.

V. INTELLECTUAL PROPERTY AND PATENTS

5.1. All software products, hardware solutions, systems, modules, architectures, algorithms, interfaces, designs, documentation and concepts developed or provided by VAiOS are protected intellectual property.

5.2. The VAiOS brand is patented, as well as all derivative software products and trademarks, including but not limited to:

• HOR

• VOKA

• all future products and systems developed under the VAiOS brand.

5.3. The VAiOS software framework is patented as a utility model and may not be used, copied, modified, reproduced or integrated by any individual or legal entity without explicit written authorization from VAiOS.

5.4. Any unauthorized use constitutes a violation of intellectual property rights, and VAiOS reserves the right to seek full legal protection and compensation through the courts.

VI. SOFTWARE LICENSING

6.1. All VAiOS software solutions are provided strictly under a license model and do not constitute a transfer of ownership.

6.2. Software licenses may be time-limited (monthly, annual, or otherwise) or perpetual, as explicitly defined in the contract concluded between VAiOS and the client.

6.3. In the event of breach of contractual or licensing terms, non-payment, or unauthorized use, VAiOS reserves the right to unilaterally suspend or terminate the software license, without compensation.

6.4. Granting a license does not entitle the client to:

• resell the software;

• grant access to third parties;

• copy, modify or reverse engineer the software;

• use the software outside the agreed contractual scope.

VII. AUTHORIZED PARTNERS

7.1. The sale, implementation and maintenance of VAiOS products and software solutions may be carried out only by authorized and certified partners, expressly approved by VAiOS.

7.2. VAiOS bears no responsibility for products, services or representations made by unauthorized third parties.

VIII. LIABILITY AND APPLICABLE LAW

8.1. In the event of any violation of these Terms and Conditions, VAiOS reserves the right to:

• terminate access to the Site and My Account;

• suspend or terminate software licenses;

• seek contractual and statutory damages;

• initiate legal proceedings

8.2. These Terms and Conditions shall be governed by and construed in accordance with the applicable laws of the jurisdiction determined in the respective contract between the parties, and where no such contract exists, in accordance with generally accepted principles of international commercial law.