1. Who provides Axentrio?
Axentrio is a trading name of Achraf Lamrani Makhloufi CommV, Passtraat 248/B, 9100 Sint-Niklaas, Belgium. Enterprise number 0789.355.217, VAT BE0789355217, RPR Ghent, Dendermonde division. General enquiries: info@axentrio.com. Accounts, billing, complaints and data assistance: support@axentrio.com.
Axentrio is offered to businesses in Belgium with an active VAT number. You act for business purposes and have authority to bind your business. The offer is not directed at consumers.
2. Agreement and acceptance
The displayed offer, these general terms, the subscription terms and, where Axentrio processes personal data for your business, the data processing agreement together form the agreement. You must be able to read and retain them before accepting an offer. The offer and payment step determine the selected plan, billing period and price. Annual payment requires an express choice.
Visiting this website or opening an example conversation does not create a paid subscription. Accepting contractual terms is not consent to advertising or non-essential cookies. The privacy notice explains the processing of personal data.
An expressly agreed individual arrangement takes priority in the event of a conflict. For personal data, the data processing agreement takes priority over general commercial provisions; the specific subscription terms govern prices, the trial and subscription management. Mandatory law always applies. Publishing a new version does not automatically change existing agreements.
3. The service and your business
Axentrio supports customer communication, replies, human handover, leads and insights. Booking support is available from Pro. The service works through your connected website, Facebook Messenger, Instagram and WhatsApp Business. Customers continue to contact you through your own channels. Available features depend on your plan and the stated connection requirements.
You manage your business information, services, prices, opening hours, calendar and instructions. You keep them accurate and obtain the necessary rights and permissions for data, documents and connected accounts. Give staff access appropriate to their duties and report suspected account misuse to support.
The digital assistant uses AI and can make mistakes. Check important information and appointments, arrange human handover and clearly tell customers that they are speaking with an AI assistant. Do not use Axentrio as the sole basis for decisions with significant legal or similar effects. This division of responsibilities does not remove Axentrio’s own obligations.
4. Channels, calendars and bookings
Channel and calendar connections require suitable accounts and permissions. The external services’ terms and any charges continue to apply. Axentrio does not promise support for every number, account type or calendar. The Integrations page and subscription terms describe the offer’s limitations.
An appointment request becomes a confirmed booking only when the configured confirmation process has been completed. You decide whether each service is booked automatically or requires prior approval. Your business remains the provider of the service to the end customer; Axentrio does not become a party to that service.
The conversations on the marketing website are fictional examples. A personal introduction with Axentrio can currently be requested at info@axentrio.com. That request is not yet a confirmed appointment.
5. Trial, payment and cancellation
The subscription terms explain the Pro trial, automatic transition to monthly Pro, prices, annual payment, reply allowances, additional purchases, renewal, changes and failed payments. Read them before starting. Payments are processed through Stripe.
Ordinary cancellation stops the next renewal. Your paid period continues until its original end date, after which the described free account features remain. Requesting deletion of the entire account is a separate action. Statutory termination and data rights continue to apply.
6. Support, availability and changes
A paid plan includes a first support response within one business day. This does not promise resolution of the problem or completion of an export within one business day. Maintenance, outages or interruptions at external providers may affect the service; no separate guaranteed uptime percentage applies.
Changes necessary for security, legal compliance or operation of the service are made with care. We give timely information about a materially adverse change, its reason, effects and any termination options. A change does not give Axentrio unrestricted authority to remove agreed core services during a paid period. Price increases follow the separate notice rules in the subscription terms.
Features described as coming soon are not included merely because they have been announced. Availability, prices and conditions will be announced separately.
7. Acceptable use and security
Do not use Axentrio for illegal content, fraud, unsolicited messaging, unauthorised access or infringement of others’ rights. Do not share passwords or secret access credentials in chats. Enter only personal data needed for your service. Special-category or criminal-offence data require a valid basis and suitable arrangements; the standard offer is not permission to process such data without restriction.
For a specific security risk, unlawful use or serious breach, Axentrio may proportionately restrict the affected access or feature. Where possible, we explain why and allow an opportunity to remedy the issue. Urgent security measures may be immediate. Suspension does not automatically mean deletion of all account data.
8. Rights to content and the platform
Your business retains its rights to supplied content and data. You grant Axentrio only the rights needed to provide the agreed service. Axentrio does not use customer conversations or data to train or fine-tune AI models itself.
Rights to Axentrio’s software, design and other components remain with Axentrio or the relevant rights holder. Your access rights correspond to your plan for the duration of use. This does not restrict mandatory rights, permitted interoperability or statutory access to your data.
9. Exports and data categories
Conversations can be downloaded as .txt files. The header contains the contact name, channel and conversation ID; each message includes its text, sender and timestamp. A text export does not necessarily reproduce all interactive buttons, attachments or additional metadata.
Leads can be exported as CSV or Excel (.xlsx). The columns are created_at_utc, name, email, phone, channel, source, status and notes. Only available, populated data is included. There is no separate booking export button; booked appointments also appear in your connected calendar. That calendar is not necessarily a copy of every internal booking detail.
Data to be considered for a statutory transfer also includes your supplied business information, service and booking settings, knowledge-base content and files, instructions, contacts, internal booking data and associated usage metadata and digital files. Request additional data not included in the standard export at support@axentrio.com. We establish what data is present, your rights and a suitable commonly used machine-readable format. This route does not promise an existing export button for every component or automatic import into every other provider.
Other customers’ data, secret security credentials and protected internal software or trade secrets of Axentrio are not part of an ordinary account export. An exclusion must not undermine applicable transfer rights or unjustifiably withhold access to your personal data.
Manual export support is free. Timing depends on the request and volume. We check identity and authority and ask for prior confirmation through the account email address for account exports. Statutory deadlines apply; a free account or closed lead module does not make statutory rights conditional on a paid subscription.
10. Switching and return of data
To switch to another provider or move data to your own infrastructure, tell support@axentrio.com which data and destination are involved. You can also stop and request erasure of exportable data under the applicable rules. Axentrio assists with the necessary information, secure transfer and continuity during switching. Available formats and known limitations appear in the export register above; contact support about additional structures and interfaces.
Where Chapter VI of the Data Act applies, its safeguards apply: a notice period of at most two months, followed by a transitional period normally capped at thirty calendar days and then at least thirty calendar days to retrieve the data. If that transition is technically unfeasible, Axentrio must justify this within fourteen working days of the switching request and state an alternative of at most seven months. You may extend the transitional period once for your own purposes.
On successful switching, the relevant agreement ends and Axentrio confirms this. Exportable data and digital assets are then erased after the retrieval period or an agreed later period, subject to separate statutory retention duties. Ordinary export timings and the planned account deletion process do not restrict these rights. From 12 January 2027, no switching charges are due for the legally required switching and data transfer. Our manual export support is already free. Financial settlement of the existing agreement follows its agreed terms and mandatory law.
11. Account deletion and retention
You can currently contact support to request data deletion. Full self-service account deletion in settings is still in development. The following describes the planned process, not an already available button.
Planned process: the assistant pauses and automatic subscription renewal stops when deletion is requested. A thirty-day waiting period follows. Returning requires signing in and clicking the account reactivation button. You can then use only the remaining part of the originally paid period. Automatic renewal stays off; reactivating the subscription is a separate choice.
Without reactivation, the account, access and operational platform data, including conversations, leads and internal booking records, are deleted after the waiting period. Already-booked future appointments remain in the connected external calendar. For this voluntary definitive account deletion, the remaining paid term is not refunded unless mandatory law requires otherwise. This is not a general exclusion of other refund rights.
Ordinary retention, backups, security logs and statutory records follow the privacy notice and data processing agreement. The account deletion waiting period is not a general waiting period for all privacy requests.
12. Liability, complaints and termination
Each party remains responsible for its own contractual and statutory obligations. Liability and any compensation are assessed under applicable law. These terms impose neither a general liability cap nor an automatic fixed compensation amount, and do not exclude liability for intentional wrongdoing or other cases that cannot lawfully be excluded.
Send a sufficiently detailed complaint to support@axentrio.com. The parties will first try to resolve the issue. The legal remedies for a breach, including remedy, performance or termination where their conditions are met, remain available. Force majeure is assessed under applicable law and does not automatically release a party from every obligation.
13. Law, versions and contact
Belgian law applies, subject to mandatory EU law. Disputes belong to the courts with jurisdiction under the applicable rules. The RPR registration identifies the company and does not itself create an exclusive choice of court.
The Dutch, French and English texts describe the same agreement. No provision automatically makes a translation error operate against the customer. An invalid provision affects the remaining agreement only to the extent required by applicable law. Retain the version you accept; a later website publication does not replace it automatically.