Terms of Use

Effective Date: 15 September 2025

1. Acceptance of Terms
By contacting our customer support via GENEREX Zendesk (“Support”), you accept these Terms.

2. Scope & Availability
Support covers questions related to GENEREX products and services. We may change, limit, or discontinue Support at any time. Unless otherwise agreed in writing, no service-level commitments (SLA) apply.

3. Accounts, Access & Organization Visibility
Support requests may be grouped by company/organization domains. Depending on your setup, authorized colleagues may see each other’s tickets. You are responsible for managing who has access to your tickets and for keeping your login credentials secure.

4. Acceptable Use (Prohibitions)
You must not:
(a) send illegal, infringing, harmful, or offensive content;
(b) disrupt or attempt to disrupt GENEREX Zendesk or our Support;
(c) misrepresent your identity;
(d) spam, flood, or probe systems;
(e) upload malware or attempt to bypass security measures.

5. Data You Submit (No Secrets, Please)
Only share what is necessary for troubleshooting. Do not submit passwords, API keys, private certificates, full payment data, or special-category personal data (Art. 9 GDPR), unless we explicitly request a redacted sample. Unsafe content may be automatically redacted or deleted.

6. Privacy & Processing
We process tickets as described in our Privacy Notice ([link]). Zendesk, Inc. acts as our processor/sub-processor for Support. Your data may be processed outside the EEA, with safeguards such as EU Standard Contractual Clauses. We retain ticket data only as long as needed for Support, legal, and audit purposes.

7. Attachments & Limits
Attachments must comply with the published file type/size limits. Files may be scanned; infected or risky files may be blocked or deleted. Abusive or excessive requests may be rate-limited.

8. Intellectual Property
All Support content we provide is owned by GENEREX SYSTEMS Computervertriebsgesellschaft mbH or its licensors. You receive a non-exclusive, revocable right to use it for your internal purposes. You grant us a worldwide, royalty-free license to use the materials you submit solely to provide Support and improve product quality (including anonymized analytics).

9. Community & Public Areas (if enabled)
Follow the community guidelines. We may remove content and suspend accounts for violations. If you believe content infringes rights, notify us with details so we can review and take action if appropriate.

10. Disclaimer
Support is provided “as is.” We do not guarantee a specific outcome or resolution.

11. Limitation of Liability
We are not liable for indirect, incidental, special, or consequential damages. For paying customers, our aggregate liability for Support is capped at the fees paid for the product that gave rise to the claim within the 12 months before the event. This limitation does not apply where unlawful.

12. Call Recording & Transcription
We may record support calls and create transcripts for quality assurance, training, documentation, and dispute resolution. Before recording begins, we will ask for your consent. Without consent, no recording takes place (notes only). Recordings/transcripts may include metadata (time, duration, numbers) and information you share. Access is restricted to authorized staff and contracted processors under data protection agreements. The standard retention period is [e.g., 180 days], unless longer retention is required for legal defense or you request deletion where permitted by law.

13. AI-Assisted Support & Automation
We use automated systems to prioritize tickets, suggest responses, summarize content, classify topics/priorities, and detect spam/malware. These systems may be provided by contracted processors/sub-processors. A human remains responsible for final decisions; we do not make solely automated decisions with legal effects (Art. 22 GDPR). Automated outputs may be inaccurate—please verify critical details yourself.

• Data Use: We limit personal data processed in AI features and apply role-based access. We instruct our providers not to use your identifiable content to train their general models. We may use aggregated/anonymized data to improve support quality and security.
• Your Choice: If you object to AI-assisted handling of a specific ticket, we will, where feasible, route it for human-only processing.

14. Governing Law & Jurisdiction
German law applies, excluding conflict-of-law rules and the UN CISG.
If you are a consumer habitually resident in the EU/EEA/UK, you also benefit from the mandatory consumer protection rules of your country of residence (Art. 6 Rome I).
For merchants (§14 BGB), public law entities, or special funds under public law, the exclusive place of jurisdiction is Hamburg, Germany.

15. Consumer Information (EU)
We are not obliged and generally not willing to participate in consumer dispute resolution before a consumer arbitration board (VSBG). The EU Online Dispute Resolution platform is available under Regulation (EU) No 524/2013.

16. Suspension & Termination
We may suspend or terminate Support access immediately for policy violations, security risks, non-payment (where applicable), or legal reasons.

17. Changes to these Terms
We may update these Terms. We will post the new effective date and provide reasonable notice in the event of material changes. Continued use of Support after changes means you accept them.

18. Force Majeure
We are not responsible for delays or failures due to events beyond our reasonable control.

19. Assignment
You may not assign these Terms without our consent. We may assign them to an affiliate or in connection with a reorganization, merger, or sale.

20. Severability; No Waiver
If any provision is unenforceable, the remainder remains in effect. Failure to enforce a right does not constitute a waiver.

21. Contact / Imprint
GENEREX SYSTEMS Computervertriebsgesellschaft mbH
Brunnenkoppel 3, 22041 Hamburg, Germany
Telephone: +49 (0) 40 2269 291 - 0 | Fax: - 10
Email: privacy@generex.de