Servicevoorwaarden

1. Scope

1. These General Terms and Conditions (“Terms”) apply to all contracts for the use of the Coviqo platform – via the website, the web app and the desktop app, as a guest and by phone – between Dennis Albert (“Coviqo”, “we” or “us”) and its users (“you” or “customer”).
2. Coviqo is aimed at both consumers and businesses within the meaning of Article L. 010-1 of the Luxembourg Consumer Code (Code de la consommation). A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or profession. A business is any natural or legal person or partnership with legal capacity that, when concluding the contract, acts in the exercise of its trade, business or profession. Provisions that apply only to consumers or only to businesses are marked as such.
3. Deviating, conflicting or supplementary terms of the customer do not become part of the contract, even if we do not expressly object to them, unless we have expressly agreed to them in text form. Individual agreements, such as an Enterprise contract or a data processing agreement, take precedence over these Terms.
4. Supplementary conditions may apply to individual features; we point these out before the feature is used (e.g. for sales by communities, § 14, or for bot developers).

2. Your contracting party

Your contracting party is:

Dennis Albert (private individual / sole trader)
2 Rue de Carignan, Bouneweg-Süd Luxembourg
1315 Luxembourg
Luxembourg
E-mail: [email protected]

Further information about the provider can be found in our imprint.

3. Registration, account and minimum age

1. Using Coviqo requires a user account. Exceptions are guests who join a meeting via a guest link, people who dial in or call by phone, and the public live demo.
2. You must be at least 16 years old to create an account. Communities marked “18+” may only be used by adults; by giving the corresponding confirmation you assure us that you are an adult. Paid contracts (§ 6) may only be concluded by adults. The details requested during registration must be truthful and complete and kept up to date.
3. Each person may create only one personal account. An account is not transferable and may not be shared by several people. Technical accounts (e.g. for room devices or bots) are only permitted in the features intended for them.
4. You must keep your credentials and recovery keys secret and protect them from access by third parties. We strongly recommend enabling two-factor authentication (TOTP). If you suspect that unauthorised persons have obtained your credentials, please change your password immediately, end unknown sessions in device management and inform us. For end-to-end encrypted content we cannot recover lost keys.
5. Anyone using Coviqo for a company, club or other organisation, in particular concluding a paid plan there, assures us that they are authorised to represent the organisation. In that case the organisation is the contracting party. If an organisation manages your account (e.g. via single sign-on or SCIM), it can restrict, deactivate or delete it according to its policies.
6. If you sign in via a third-party provider (e.g. Google, Microsoft, Apple, Discord, Steam or Epic Games), that provider’s terms of use additionally apply to the sign-in process. Signing in via third-party providers is voluntary.

4. Conclusion of contract and language

1. The presentation of Coviqo and its plans on our website does not constitute a legally binding offer but an invitation to submit an offer.
2. By submitting the registration form you make an offer to conclude a user agreement for the free plan. Before submitting, you can check your entries at any time and correct them using the usual keyboard and mouse functions. The contract is concluded when we accept your offer by activating your account or sending you a confirmation by e-mail.
3. You order a paid plan in the billing settings of the respective space. Before completing the order you are shown the plan, number of seats, billing period, term and total price, and you state whether you are ordering as a consumer or as a business. By clicking the button to place a paid order you submit a binding offer. The contract is concluded when we confirm the order, which is shown in the app and sent by e-mail.
4. The contract languages are German and English.
5. We store the contract text. You can access, save or print the current version of these Terms at any time at /legal/terms. The version you accepted is recorded with a timestamp in your account. We provide invoices in the billing settings and by e-mail.

5. Our services

1. Coviqo is a cloud-based platform for communication and collaboration. Users organise themselves in spaces (types: Workspace, Community, Hybrid, Personal) that consist of rooms. Depending on the plan and configuration, the following are available, among others: persistent voice rooms with audio, video, screen sharing and intercom; chat with threads, attachments, voice and video messages; direct messages and calls; forums, notes, documents, files, tasks, events and calendars; whiteboards; scheduled meetings and webinars with guests, lobby, recording, live transcription, translation, interpretation and live broadcasting; AI features (e.g. summaries, suggestions, “Ask the space”, “What did I miss?”); clips; watch together; community features and player search; integrations, bots and automations; end-to-end encryption; organisation management with single sign-on; and telephony (§ 12).
2. The specific features of a plan are set out in the plan overview at /pricing at the time of the order. We continuously develop Coviqo. We may change, replace or discontinue features provided that the contractually agreed scope of paid plans is not materially restricted and the change is reasonable for you, for example because it is necessary for reasons of security, the legal situation or technical development. We inform you in good time in advance of changes that affect you negatively; if the impairment is more than minor, consumers may terminate the contract in accordance with the statutory provisions.
3. We provide the free plan free of charge. You have no entitlement to specific features or quotas of the free plan; we may adjust its scope within reason. We inform you in good time in advance of material restrictions. Features marked “beta” or “preview” are provided for trying out; they may still change or be removed.
4. Transcripts, translations, summaries, answers and other AI results are generated on our own infrastructure with self-hosted models and labelled as AI-generated. Automatically generated content may be incomplete or incorrect. Please check it before relying on it or passing it on; AI results do not replace professional, legal or medical advice. We give no warranty for the accuracy of AI results.
5. Meeting organisers can invite external people via a guest link, and organisations can invite external guests into individual rooms. Guests only receive the access granted to them; meeting guest accounts are deleted automatically no earlier than 24 hours after the meeting. The provisions of these Terms on acceptable use apply accordingly to guests. Whoever invites guests is responsible for whom they invite and which content they share with them.
6. The public live demo is a read-only, shared demo access. A demo session is limited to 60 minutes; there is no entitlement to its provision.
7. We provide the desktop app for download. It updates itself via our own server. To ensure security and functionality we provide updates and may stop supporting older versions after a reasonable time.
8. Services described as “unlimited” or with an allowance for reasonable use are intended for the customary use by the organisation and its members. Screen shares in a quality above 1080p at 30 frames per second (“HD”) are included in the Community Plus and Business plans within a monthly allowance of HD viewer hours (one HD viewer hour is one hour in which one person receives such a share); the amount is stated in the plan overview. Once the allowance is used up, new screen shares are automatically transmitted in 1080p at 30 frames per second until the start of the next calendar month. This involves no blocking and no additional charge. In the event of use that substantially exceeds the customary level and impairs operation for other customers, we may, after informing you in advance, point you to a suitable plan or add-on and reasonably limit the service concerned.

6. Plans, prices and payment

1. Coviqo is offered free of charge in the Free plan and in the paid plans Community Pro and Community Plus (flat price per organisation), Business (price per user, at least three users) and Enterprise (individual offer, usually from 50 users). In the Business plan at least three users are charged, even if fewer people use the organisation; certain allowances (e.g. storage, AI minutes, phone numbers and inbound telephony minutes) depend on the number of users charged and are subject to a minimum and maximum per organisation as stated in the plan overview. The stated storage includes files and recordings. The prices stated at /pricing and in the ordering process at the time of the order apply. For consumers, prices are final prices including statutory VAT. For businesses, prices may be shown net; VAT is then charged in addition at the statutory rate.
2. Fees for paid plans are payable monthly or annually in advance, depending on the billing period chosen. Payments are processed via our payment service provider Stripe using the payment methods offered there. By ordering you authorise us to collect the amounts due via the stored payment method. When ordering, you state whether you act as a consumer or as a business; in particular the right of withdrawal (§ 8) and the term rules for consumers (§ 7(2)) depend on this. Usage-based services (e.g. telephony minutes beyond the included quota) are only charged if this was shown when ordering or before use.
3. You can book add-ons for paid plans (e.g. additional phone numbers, minute packs, additional storage, additional transcription minutes) where they are offered for your plan. Add-ons are billed with the plan, follow its billing period and end with it at the latest; you can cancel them in the billing settings with effect from the end of the current billing period. Usage-based add-ons (outbound calls to the telephone network, charged per started minute by destination network, landline or mobile) are billed in arrears for the past billing period. When booking them you set a monthly spending limit; once it is reached, no further outbound calls are connected until the next billing period or until you raise the limit. Prices and the classification of destination networks are shown in the plan overview and before booking.
3. Switching to a higher plan, from monthly to annual billing and additional seats take effect immediately; the fee for the remaining billing period is charged pro rata unless otherwise shown when making the change. Switching to a lower plan, from annual to monthly billing and reducing the number of seats take effect at the end of the current billing period; until then the previous scope applies and there is no pro-rata refund. You can withdraw such a switch in the billing settings until it takes effect.
4. If you are in default of payment, we may send reminders and, after a reasonable deadline has expired without result, temporarily block access to the paid features until the outstanding amount has been paid. Your content is retained during the block. Further statutory claims remain unaffected.
5. We may adjust the prices of paid plans with effect from the next billing period. We will notify you of a price change by e-mail or in the app at least six weeks before it takes effect. If the customer is a business, it may terminate the contract extraordinarily with effect from the date the price change takes effect; we point this out in the notification. For consumers, a price increase only takes effect if they expressly agree to it; if they do not agree, either party may terminate the contract at the end of the current billing period. This also applies if we change our plan structure; until such a change takes effect, the price and scope of your existing contract remain unchanged.
6. If we offer a free trial when you order, its duration and the start of the payment obligation are shown before you order. If you cancel before the trial ends, no costs arise; otherwise the trial converts into the paid plan ordered. We remind you in good time before the trial ends.

7. Term, renewal, termination and taking your data with you

1. The contract for the free plan runs for an indefinite period. You can end it at any time by deleting your account at /settings/account. We can terminate it with four weeks’ notice.
2. Paid plans have a term corresponding to the chosen billing period (one month or one year). The term renews automatically for the same period unless the contract is terminated by the end of the respective term. For annual billing the following applies to consumers by way of derogation: after the first contract year, the contract continues for an indefinite period and can then be terminated at any time with one month’s notice; we refund fees paid in advance for the period after the termination takes effect pro rata to the original payment method.
3. Otherwise a paid plan can be terminated ordinarily at any time with effect from the end of the current billing period – for monthly billing the end of the current monthly period, for annual billing the end of the current contract year. You can keep using the plan until then; fees paid in advance are not refunded pro rata except in the cases of paragraph 2 and § 8. Until the contract ends you can withdraw the termination in the billing settings; the contract then continues unchanged. You can terminate at any time using the “Cancel contracts here” button (cancellation button): it is permanently available in the website footer, at /cancel and in the account and billing settings – even without signing in. On the confirmation page you enter your name, e-mail address, the contract, the type of termination (ordinary or extraordinary, with a reason for extraordinary termination) and the desired end date, and complete it with “Cancel now”. We confirm receipt (content, date and time) and the date the contract ends immediately on screen and without delay by e-mail. If you are not signed in, we additionally send you a link to confirm the e-mail address so that we can match the termination to your contract; regardless of this, the termination is deemed received when sent. You can also terminate in text form (e.g. by e-mail to [email protected]). After a paid plan ends, the space is switched to the free plan. After a paid plan ends, or after a change to a plan with lower limits, existing content, spaces and memberships are retained even if they exceed the limits of the new plan. As long as the limits are exceeded, however, no further spaces can be created, no further files or recordings stored and no further members admitted to the spaces concerned.
4. The right of both parties to terminate for good cause remains unaffected. Good cause for us exists in particular if you seriously or repeatedly, despite a warning, breach these Terms, use Coviqo for unlawful purposes or are significantly in default of payment.
5. You can take your data with you at any time: individuals via the data export in the account settings, organisations via the export of their space (in machine-readable formats, JSON, and with the original files). If you wish to switch to another provider, we support you within the statutory requirements; the export is free of charge. Please back up your content before deleting your account or space. After the contract ends or the account is deleted, we delete your data in accordance with our privacy policy, unless statutory retention obligations prevent this. Content you posted in other users’ spaces is subject to the settings of the respective space.

8. Consumer right of withdrawal

Consumers have a right of withdrawal under Articles L. 222-9 et seq. of the Luxembourg Consumer Code (Code de la consommation) and Directive 2011/83/EU as set out in the following instructions. Businesses have no right of withdrawal.

Instructions on withdrawal

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period will expire after fourteen days from the day of the conclusion of the contract.

To exercise the right of withdrawal, you must inform us (Dennis Albert, 2 Rue de Carignan, Bouneweg-Süd Luxembourg, 1315 Luxembourg, Luxembourg, e-mail: [email protected]) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or an e-mail). You may use the attached model withdrawal form, but it is not obligatory. You can also declare your withdrawal using the “Withdraw from contract” button on our website (/withdraw, in the footer and in the billing settings) and submit it with “Confirm withdrawal”; we acknowledge its receipt by e-mail without delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

If you requested to begin the performance of services during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated to us your withdrawal from this contract, in comparison with the full coverage of the contract.

End of the instructions on withdrawal

Note: We only provide paid services during the withdrawal period if you expressly request this when placing your order; consumers are asked for this when ordering. In that case, if you withdraw, you owe compensation for the services provided up to that point in accordance with the statutory provisions (cf. Article 14(3) of Directive 2011/83/EU), calculated pro rata by time from the fee paid for the current billing period; we refund the remaining amount. The withdrawal ends the paid plan immediately and the space is switched to the free plan. For purchases from communities (§ 14), the information provided by the respective community as seller applies.

9. User obligations and acceptable use

1. Prohibited content and rules of conduct. You may only use Coviqo in accordance with applicable law and these Terms. In particular, you must not:
   1. post or distribute illegal content, such as criminal, harmful to minors, insulting, defamatory or inciting content, depictions of sexual abuse or terrorist content;
   2. harass, threaten, intimidate, expose or discriminate against other people;
   3. incite hatred or violence against people or groups;
   4. post pornographic or otherwise unsuitable content for minors outside communities marked “18+”; sexual content involving minors is always prohibited;
   5. distribute malware, phishing content or other harmful code;
   6. send unsolicited advertising or bulk messages (spam) or make unsolicited calls;
   7. infringe copyrights, trademarks, personality rights or other rights of third parties, in particular by uploading, playing or broadcasting content – such as music, videos or images – without the necessary rights;
   8. record, capture or distribute other people’s conversations without their knowledge, circumvent notices of recordings, clips or live broadcasts, or disregard other people’s exclusion from clips, e.g. by using a modified app;
   9. circumvent technical restrictions, plan limits, quotas or security measures, or use accounts, spaces or rooms without authorisation;
   10. read out data automatically (scraping), use the platform automatically without our consent other than via the interfaces and bots provided for this, or overload it with excessive requests;
   11. impersonate another person or organisation or deceive others about your identity, your age or your status as a seller;
   12. misuse reporting channels, e.g. by submitting manifestly unfounded reports.
   Where a statement of reasons refers to “§ 9(1)”, this list is meant; the letter concerned is given where possible.
2. Recordings, transcriptions, clips and live broadcasts may only be started if this is lawful. Whoever starts them or organises the meeting is responsible for informing the participants in advance and, where required, obtaining their consent. Coviqo visibly shows ongoing recordings, active clips and live broadcasts; this does not replace the information to be given by the responsible person. The same applies to exporting or sending meeting reports, summaries and clips to third parties.
3. Whoever operates a space, invites guests or switches on features such as attendance reports, meeting statistics, room devices, integrations, bots, webhooks, the Matrix bridge or telephony is responsible for ensuring that the rules applicable there and the statutory requirements are complied with, to the extent they can influence this – in an employment relationship in particular the rules of employment and co-determination law. Communities that allow adult content must mark themselves “18+”.
4. In the event of breaches of these obligations we may take appropriate measures under § 11, taking into account the legitimate interests of all parties involved.
5. If the customer is a business, it indemnifies us against claims by third parties asserted against us because of an infringement of their rights for which the customer is responsible through its content or its use of Coviqo, including the reasonable costs of legal defence. For consumers, the statutory provisions apply.

10. User content and licence

1. All rights to the content you post in Coviqo (e.g. messages, files, music, notes, tasks, events, whiteboards, recordings and clips) remain with you or the respective rights holders.
2. You grant us a simple, non-transferable, royalty-free and territorially unrestricted right to store, reproduce, transmit and technically process this content (e.g. for previews, search, transcription, translation and summaries) and to display or play it to the people you determine – in each case only to the extent necessary to provide Coviqo. Your content is not used for advertising or to train AI models.
3. This right ends as soon as you delete the content or your account is deleted. Excluded are copies in backups until they are deleted in the regular cycle, content we must retain due to legal obligations, and content you posted in other people’s spaces that remains there according to the space’s settings.
4. You assure us that you hold the rights required for your content and that it does not violate applicable law. Anyone who uploads music or videos or plays them in a room must hold the necessary rights (e.g. for public performance); the platform does not acquire such rights for you.
5. You can report content that infringes third-party rights to us under § 11; we remove or block it after review.

11. Moderation, reports and remedies

1. Classification. Coviqo is a hosting service within the meaning of Regulation (EU) 2022/2065 (Digital Services Act, “DSA”). Where content is disseminated to the public – in particular in public spaces, the space directory, player search and live broadcasts – Coviqo is also an online platform. We assume that, as a micro or small enterprise, we are exempt from part of the obligations for online platforms (Articles 19 and 29 DSA). We nevertheless offer the internal complaint procedure (paragraph 8) and the information on out-of-court dispute settlement (paragraph 9) voluntarily.
2. Moderation by spaces. Owners and moderators of a space are responsible for moderating their space. Within their roles and permissions, they can remove content, remove or ban members and set their own rules, provided these are compatible with these Terms and applicable law. The following paragraphs concern decisions taken by Coviqo.
3. Notice procedure (Article 16 DSA). Anyone can report content that they consider illegal or in breach of these Terms to us via our notice form at /report-content (also without an account), via the report function in the app or by e-mail to [email protected]. The notice must contain an explanation of why the content is illegal, its exact location (e.g. the link to the message, file or profile), your name and e-mail address, and a statement that you submit it in good faith and believe the information to be accurate and complete. Name and e-mail address are optional for notices of child sexual abuse material. We confirm receipt by e-mail with a reference number, process notices in a timely, diligent, non-arbitrary and objective manner and inform you of our decision and the available remedies. The person concerned is not told who submitted the notice unless this is required by law.
4. Review and tools. We do not generally check content in advance. To prevent abuse we use automated tools (e.g. virus scanning of files, checking links for phishing patterns, raid protection against message floods and waves of joins, request limits); people decide on measures against individual content or accounts, apart from temporary protective measures. The standard is applicable law and § 9(1) of these Terms (prohibited content and rules of conduct).
5. Measures. In the event of breaches we may – depending on severity and taking into account the legitimate interests and fundamental rights of all parties, in particular freedom of expression and information – issue a warning, remove content or disable access to it, restrict features, block rooms or spaces, reset profile content, remove a space or entry from directories and player search, or suspend accounts temporarily or permanently. Before suspending an account we give you the opportunity to comment where reasonable. We block manifestly illegal content immediately. In doing so we preserve the content and the related data as evidence in encrypted form; only authorised staff have access, and every access is logged. The preserved copy is deleted after 90 days unless an authority’s preservation order or another legal reason requires longer retention. We report child sexual abuse material without delay to the Police grand-ducale and the BEE SECURE Stopline; we delete the originals after preservation, they are never restored, and we release the preserved copy only to authorities.
6. Misuse (Article 23 DSA). We may suspend, after a prior warning and for a reasonable period, accounts that frequently provide manifestly illegal content. Likewise, after a prior warning, we may suspend for a reasonable period the processing of notices and complaints from persons who frequently submit manifestly unfounded notices or complaints. We take into account all circumstances of the individual case, in particular the number and proportion of such content or notices, their gravity and consequences and the intentions that can be identified.
7. Statement of reasons (Article 17 DSA). If we remove or block content or restrict an account, we inform those affected of the reasons by e-mail and in the app: the measure with its scope and duration, the facts relied on, whether automated means were used, the legal ground for illegal content or the provision of these Terms concerned (usually § 9(1)), and the available remedies. We only withhold a statement of reasons if an authority requests this or investigations would otherwise be jeopardised, and at most until the authority releases it; we review this at least every six months and send the statement afterwards. If a measure concerns a space of an organisation, we also inform its owner of the measure in their space, without transmitting the content itself – except for child sexual abuse material, terrorist content or while the statement of reasons is withheld.
8. Internal complaints (Article 20 DSA, voluntary). Those affected and the person who submitted the notice can lodge a complaint free of charge against our decision on a notice or a measure within six months of being informed of it – in the app under Settings → Legal decisions or by e-mail. Complaints are decided by qualified staff, not solely by automated means, and where possible by a person other than the one who took the original decision. If the complaint is justified, we reverse the measure without undue delay; we communicate the result with reasons.
9. Out-of-court dispute settlement and legal action. You can also turn to an out-of-court dispute settlement body certified under Article 21 DSA; the list of certified bodies is published by the European Commission. We provide this information voluntarily and consider participation in good faith on a case-by-case basis. Independently of this, you can lodge a complaint with the Digital Services Coordinator (details at /legal/dsa, Article 53 DSA) or go to court at any time.
10. Authorities. We examine and comply, within the legal framework, with orders of judicial and administrative authorities to act against illegal content and to provide information (Articles 9 and 10 DSA), removal orders under Regulation (EU) 2021/784 (terrorist content online) and production and preservation orders under Regulation (EU) 2023/1543 (electronic evidence). The point of contact for removal orders is our point of contact for authorities (paragraph 11); incoming orders trigger an immediate alert. The designated establishment for orders under Directive (EU) 2023/1544 is our establishment as stated in the legal notice; we do not appoint a separate legal representative. If we become aware of information giving rise to a suspicion of a criminal offence involving a threat to the life or safety of a person, we inform the Police grand-ducale or the public prosecutor (Parquet) without delay or, if the Member State concerned is unclear, Europol (Article 18 DSA). In such cases we transmit the content and metadata concerned to the authority; the identity of the person who submitted a notice only on an authority’s order.
11. Points of contact (Articles 11 and 12 DSA). Our single point of contact for Member State authorities, the European Commission and the European Board for Digital Services and our single point of contact for users – each with e-mail address and languages – are listed at /legal/dsa. Unless a different address is given there, you can reach both at [email protected]. Contact is possible electronically, directly and not solely through automated tools.

12. Telephony

1. Telephony (phone numbers, incoming and outgoing calls, ring groups, mailbox, meeting dial-in) is only available in the plans intended for it and only to the extent we have enabled it for an organisation. The connection to the telephone network is established by a telephony provider; phone numbers we provide remain assigned to the provider or to us and are made available to the organisation for use for the duration of the contract.
2. Emergency calls are not possible via Coviqo. Emergency, premium and special-rate numbers are blocked. Please use a regular landline or mobile phone for emergency calls. The organisation informs its users of this.
3. Calls are provided within the allowances included in the plan and booked add-ons. Outbound calls through lines provided by us require the “Outbound calls” add-on and are limited by the spending limit you set (§ 6(2a)). Destination countries, simultaneous calls and the number of calls may be limited to protect against abuse and costs. If a quota is used up, calls may be blocked until the next billing period unless agreed otherwise.
4. If an organisation uses its own telephony provider, it is itself that provider’s customer. It is responsible for the contract with the provider, the costs, the lawful use of the phone numbers and compliance with the telecommunications rules applicable to it; we only provide the software for this.
5. The organisation ensures that callers and called parties are informed – where required – about the mailbox, transcription and the processing of their data, and that telephony is not used for unsolicited marketing calls, automated mass calls or otherwise unlawfully.
6. Features that place calls into the public telephone network or record, listen in on or automatically answer calls (external calls, forwarding to mobile and external numbers, callback, call recording, listening in / whispering / barging in, AI receptionist) are only available where we have enabled them and the organisation switches them on. The organisation is responsible for using them lawfully, in particular for informing callers and employees in advance, obtaining any required consent and respecting the co-determination rights of employee representatives; Coviqo’s notices and announcements do not replace this. Listening in is only permitted for training and quality purposes, not for covert surveillance. The AI receptionist’s notice that callers are speaking with an AI assistant must not be removed or circumvented.
7. Connections to mobile and external numbers (parallel ringing, forwarding, callback, “Call me”) are outbound calls and are charged or counted against quotas like them; a number of the organisation is always shown as the calling number. If the organisation uploads its own hold music, it warrants that it holds the necessary rights, including the rights of public performance.

13. Third-party services and content

1. Some features integrate third-party services or content, e.g. YouTube, Vimeo and SoundCloud (watch together, music), platforms for live broadcasts, calendar and integration providers, sign-in providers, a space’s Matrix server or bots by developers. The terms of the respective provider additionally apply to these services, e.g. the YouTube Terms of Service, the Vimeo Terms of Service and the SoundCloud Terms of Use. You are responsible for complying with them, in particular when playing videos or music together.
2. We do not adopt third-party content as our own. The providers are responsible for the availability, content and data processing of these services. If a provider changes its interfaces or terms, the respective feature may be restricted or discontinued.
3. Bots by developers and services connected by spaces do not act on our behalf. Whoever connects such a bot or service to a space decides which data it receives.

14. Sales by communities

1. Where we offer the feature, communities can sell paid memberships or tickets via Coviqo. The seller and the buyer’s contracting party is then exclusively the respective community, not Coviqo. Before the purchase it is shown who the seller is. The seller’s terms and information apply to the purchase, including any right of withdrawal.
2. Payment is processed via Stripe in the name of the seller. Coviqo receives a platform fee from the seller. Sellers are additionally subject to our seller terms, which they must accept before their first sale.
3. We can block sales if a seller breaches these Terms, the seller terms or applicable law. Purchases in communities marked “18+” are not possible.

15. Availability, maintenance and conformity

1. We operate Coviqo with due care and aim for the highest possible availability. Our status page shows the current state. We only guarantee a specific availability if this has been separately agreed, e.g. in an Enterprise contract. There is no entitlement to a specific availability for the free plan.
2. Coviqo may be temporarily restricted or unavailable due to maintenance, security updates and further development. Where possible, we carry out scheduled maintenance at times of low usage and announce it in advance.
3. We are not responsible for disruptions caused by circumstances beyond our control, such as failures of the internet, the telephone network, your devices or your network, or disruptions of systems a customer connects itself (e.g. its own telephony provider, its own key store, Matrix server or webhook destinations).
4. For consumers, the statutory rights in the event of a lack of conformity of digital services apply; we provide the updates, including security updates, required to keep the service in conformity with the contract. For businesses, the statutory provisions apply unless otherwise provided in these Terms.

16. Data protection and data processing

1. How we process personal data is explained in our privacy policy.
2. Where businesses, clubs or other organisations process personal data in their spaces, we process this content as a processor under Article 28 GDPR. Business customers conclude the data processing agreement (DPA) in the organisation settings or obtain it on request at [email protected]. We are the controller for account, security and billing data.
3. Organisations are responsible for using the features they switch on lawfully, in particular for having the required legal bases and informing their users and guests.

17. Liability

1. We are liable without limitation for intent and gross negligence, for fraudulent concealment of a defect, for injury to life, body or health, to the extent of a guarantee we have given, under the mandatory statutory provisions on product liability and in all other cases in which liability cannot be limited by law.
2. In the case of slight negligence we are only liable for breach of an essential contractual obligation, i.e. an obligation whose fulfilment makes the proper performance of the contract possible in the first place and on whose observance you may regularly rely. In this case liability is limited to the damage typical for the contract and foreseeable at the time the contract was concluded. If the customer is a business, liability under this paragraph is additionally limited per contract year to the fees the customer paid in the twelve months before the damaging event.
3. Otherwise, liability is excluded to the extent permitted by law.
4. The above limitations of liability also apply in favour of our legal representatives, employees and vicarious agents.
5. For loss of data we are liable in accordance with the above paragraphs only to the extent that would have occurred had you backed up the data appropriately, insofar as such a backup was possible and reasonable for you (e.g. via the export features).
6. Mandatory statutory rights of consumers, in particular under the law of the country of their habitual residence, remain unaffected.

18. Changes to these terms

1. We may amend these Terms with effect for the future if there is a valid reason, in particular changes in the law or case law, new features or to close gaps in the provisions, and the amendment does not unreasonably disadvantage you. Changes to the main performance obligations, in particular prices, are not made in this way but only with your express consent or in accordance with § 6(5).
2. We will notify you of amendments by e-mail or in the app at least six weeks before they take effect, together with an overview of the changes. Businesses may object to the amendments until they take effect; if they do not object in time, the amendments are deemed accepted, which we point out separately in the notification. We ask consumers for their consent in the app or by e-mail.
3. If you object to or do not consent to the amendments, the previous Terms continue to apply. In that case either party may terminate the contract with effect from the date the amendments take effect; we refund fees paid in advance for the period thereafter pro rata.

19. Governing law and jurisdiction

1. These Terms are governed by the laws of the Grand Duchy of Luxembourg, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). For consumers, this choice of law applies only insofar as it does not deprive them of the protection afforded by mandatory provisions of the law of the country in which they have their habitual residence (Article 6(2) of Regulation (EC) No 593/2008, “Rome I”).
2. If the customer is a business, the courts of Luxembourg City have exclusive jurisdiction for all disputes arising out of or in connection with this contract. We are also entitled to bring an action before the courts at the customer’s registered office.
3. For consumers, the statutory rules on jurisdiction apply: you may sue us before the courts of your country of domicile or in Luxembourg, and we may only sue you before the courts of your country of domicile (Articles 17 and 18 of Regulation (EU) No 1215/2012, “Brussels I bis”).

20. Dispute resolution

The European Commission’s online dispute resolution (ODR) platform was discontinued on 20 July 2025; complaints can no longer be submitted via this platform.

In Luxembourg, the body responsible for the out-of-court resolution of consumer disputes is the Service national du Médiateur de la consommation (www.mediateurconsommation.lu). Consumers can submit a request for mediation there. Consumers resident in another EU Member State can contact the European Consumer Centre of their country for help with cross-border disputes.

We are not obliged to participate in dispute resolution proceedings before a consumer arbitration board.

For disputes about moderation decisions, § 11(5) additionally applies.

21. Final provisions

1. Should individual provisions of these Terms be or become invalid in whole or in part, the validity of the remaining provisions remains unaffected. The statutory provisions take the place of the invalid provision.
2. We may use carefully selected service providers to provide our services. Our responsibility towards you remains unaffected.
3. We may transfer the contract with all rights and obligations to a company founded by us or affiliated with us. We will inform you of the transfer in good time in advance; in this case you may terminate the contract with effect from the date of the transfer.

22. Contact

If you have any questions about these Terms or your contract, you can reach us as follows:

Dennis Albert (private individual / sole trader)
2 Rue de Carignan, Bouneweg-Süd Luxembourg
1315 Luxembourg
Luxembourg
E-mail: [email protected]

Technical support: [email protected]

Alternatively, you can use our contact form.