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Draft · Before legal review

SiCusto AI Customer Support Service Terms of Service

These are the terms governing the SiCusto AI Customer Support Service (the “Service”) provided by AlienPeoples (“we,” “us,” or “our”) to business customers (the “Client”). If an agreement provides otherwise than these terms, the agreement takes precedence.

Article 1. Description of the Service

  1. We provide an AI support page (a separate link) that answers the Client’s end-customer inquiries based on materials supplied by the Client, along with an administration page.
  2. We handle the initial setup of materials, answer scope, prohibited topics, and tone. The Client prepares the materials and appoints one contact person. We aim to complete setup within 3 business days after the materials are ready.
  3. The AI is configured to answer within the scope of the Client’s materials and to display the section numbers supporting each answer. For inquiries the AI cannot answer, if an end customer leaves their contact details and inquiry, these are forwarded to the email address of the contact designated by the Client.

Article 2. Limitations of AI Guidance and Liability

  1. AI responses are guidance based on the Client’s materials and may contain errors. The Client’s contact person makes the final confirmation of definitive matters concerning prices, refunds, contracts, or legal effect.
  2. The Client may specify topics the AI must not answer in a prohibited-topic list, which we reflect in the settings. If you report incorrect answers or policy changes during operation, we will promptly update the knowledge and rules.
  3. Unless we act intentionally or with gross negligence, we are not liable for loss suffered by the Client or a third party due to errors in AI responses. Our liability for other damages is limited to the fees paid by the Client in the month in which the loss occurred. During periods when the base fee is waived, such as a pilot, the limit is the regular monthly base fee for the applicable plan.
  4. Liability arising from our intentional misconduct or gross negligence, and liability that cannot be limited by law, is excluded from the limit in paragraph 3.

Article 3. Fees and Prepaid Top-Ups

  1. Fees consist of a monthly base operating fee (including a plan-specific number of conversations) and a per-conversation fee for conversations exceeding the included allowance. Standard setup is free. If you commission us to organize materials, customize the service, or integrate systems, a one-time setup service fee quoted after consultation is added. VAT is excluded.
  2. “One conversation” runs from the end customer’s first message until there have been no additional messages for 30 minutes, or until 20 question-and-answer exchanges (1,000 characters per message), whichever comes first. Further exchanges count as a new conversation. Closing the tab, pausing for 30 minutes, or completing 20 exchanges starts a new conversation (failed responses do not count toward exchanges). An ongoing conversation continues even if the connection changes (Wi-Fi ↔ mobile). Turns where AI response generation fails are not charged.
  3. Usage fees are deducted from your prepaid balance. Top-ups currently use bank transfers, and we credit the balance after confirming receipt. Card payments and automatic top-ups are in preparation. Once available, the payment processor will hold card details, and the Client will set the automatic top-up amount and cap.
  4. Payment documentation is issued as a sales receipt for card payments and a tax invoice for bank transfers (under the Korean Value-Added Tax Act, a tax invoice is not additionally issued for a transaction documented by a card sales receipt).
  5. When the balance reaches 0, AI responses stop and only inquiry intake (forwarding to a contact person) remains available.

Article 4. Refunds and Termination

  1. The contract runs on a monthly basis, and the Client may request termination at any time through the administration page. Termination takes effect on the last day of the month in which it is requested, and no fees are charged from the following month.
  2. On termination, the full unused prepaid balance is refunded within 10 business days of the effective termination date. Base operating fees for months already elapsed are not refundable.
  3. Separately quoted setup service fees are non-refundable once setup work has begun. If termination occurs before work begins, they are refunded in full.
  4. Pilot (trial operation) terms are governed by a separate proposal and agreement. If the pilot is discontinued, the remaining prepaid balance is refunded, and paragraph 3 applies to setup service fees.

Article 5. Data

  1. Materials supplied by the Client and end-customer conversation records belong to the Client. The Client can view and download full conversation transcripts from the administration page, filtering by period and inquiries unresolved by AI.
  2. Retention periods for data, including conversation records, follow the retention table in thePrivacy Policy, and data is automatically destroyed once the applicable period expires.
  3. For the processing of end customers’ personal information, the Client is the personal information controller and we are the entrusted processor. The scope of entrusted tasks, safeguards, and subprocessing (including API calls to AI providers) is defined in a separate Personal Information Processing Entrustment Agreement (Document D-1, including the processor list). We provide wording the Client can use to notify end customers and obtain their consent.
  4. We do not use personal information for AI training or service improvement. We call AI providers only under enterprise API terms that also prohibit its use for model training.

Article 6. Outages and Support

  1. We operate with automatic switching among multiple AI providers and circuit breakers to reduce the impact of an outage at any single provider, and we do not charge for turns where response generation fails. However, these terms do not commit to a numerically guaranteed uptime (SLA); one may be agreed in a separate contract if needed.
  2. If all AI providers experience an outage simultaneously, the support page displays only instructions for contacting a representative. We operate the inquiry intake (forwarding to a contact person) path independently.
  3. Technical support is available at support@alienpeoples.com on weekdays from 10:00 to 18:00 (Korean time). For an urgent outage affecting the entire support page, include [Urgent] in the subject line. Our target for the first response is within 4 hours for requests received during business hours, and the next business day for those received at night or on weekends.
  4. Our representative personally serves as the operations manager. AI responses and handoff emails continue to run automatically even when the operations manager is absent.

Article 7. Prohibited Conduct

The Client must not use the Service for purposes contrary to law, to infringe third-party rights, or in ways that harm our systems. We may suspend the Service in the event of a violation.

Article 8. Governing Law and Jurisdiction

These terms are governed by the laws of the Republic of Korea. Disputes are handled by the court with jurisdiction over our place of business.

Draft dated 2026-10-31 · A final version will be provided when the formal agreement is signed, and this draft may be revised after legal review. AlienPeoples · Representative: Hyeoncheol Kim · Business registration number: 171-18-02760 · Room 410, Building A, Umi Newv, 338 Gwanggyojungang-ro, Suji-gu, Yongin-si, Gyeonggi-do, Republic of Korea