1. Scope
These Support Terms supplement the terms governing Clarity. They regulate Audecius's handling of support and plan-advice requests. Mandatory statutory consumer rights prevail in the event of a conflict.
2. Scope of support
Audecius assists with operation, account access, plans, billing and technical errors. Responses are limited to the information you provide and the product state available when the request is handled. Stated response times are non-binding targets, not guarantees. You have no entitlement to a particular support person; however, an open ticket generally retains its assigned identity so that the conversation remains understandable.
3. AI, identity and escalation
The displayed support identity denotes a conversation and responsibility route within the Audecius team, not a claimed individual person. You expressly choose between the AI route and the equivalent “Human only” route; confirming these terms replaces neither that choice nor separate AI consent. In the AI route, a draft that is visibly labelled as AI-assisted is created immediately. From the time it is stored, Audecius Support has exactly five minutes to respond itself, replace the draft or stop it; any such human action cancels the pending automatic delivery. If the draft remains unchanged and consent remains valid, it is delivered automatically after the hold window and is never described as human-reviewed. “Reviewed by the team” appears only after human review that was actually documented. You may withdraw AI consent or request human handling at any time. Audecius may automatically escalate to a human for security, quality or legal reasons without thereby promising a guaranteed response time.
4. Technical support context
If you choose AI-assisted support, Clarity may transmit to Claude, when the ticket is created, the current plan, confirmed Ariadne tier, device class, app and operating-system version, app language, and aggregate confirmed, total and remaining Clarity Space. This information is used exclusively to classify the specific support question. It contains no device identifier, location or content from your Clarity areas. If plan or storage status is unconfirmed, “not confirmed” or “not available” is transmitted instead of an estimated value. Without AI, no such automatic context is transmitted.
5. Plan advice
Plan recommendations explain available Clarity features based on the use case you describe. They are not independent financial, legal or consumer advice and do not replace the binding prices, feature descriptions and billing terms in the App Store purchase dialogue. The offer Apple displays immediately before purchase always controls.
6. Your responsibilities
Describe the issue truthfully and send only data that is necessary for handling and that you are entitled to transmit. Never share passwords, one-time codes or full card or bank-account details. Abuse, threats, automated bulk requests and bypassing security controls are prohibited. Audecius may block such content and take appropriate protective measures where there is a specific risk.
7. Availability and changes
Support may be temporarily limited because of maintenance, security measures, failures of telecommunications or service providers, or force majeure. Audecius may change processes where this is necessary for security, legal or product reasons and reasonable for users. Material changes to these terms are announced transparently before they take effect.
8. Liability
Audecius has unlimited liability for intent, gross negligence, injury to life, body or health, fraudulent concealment, guarantees and mandatory product liability. For a slightly negligent breach of material obligations, liability is limited to the foreseeable loss typical for the agreement at the time it was concluded; otherwise, liability for slight negligence is excluded to the extent permitted. Mandatory consumer, data-protection and digital-product rights, and AI errors attributable under law, remain unaffected. Where local law prohibits a limitation, it does not apply.
9. Closure, deletion and records
You may mark a ticket as resolved at any time and withdraw AI consent for future processing. Audecius may close a ticket when it is resolved, when repeated requests for a response receive no answer or when use is abusive. Retention periods and records required by law are governed by the Support Privacy Notice.
10. Governing law and dispute resolution
German law applies, excluding the UN Convention on Contracts for the International Sale of Goods, without depriving consumers of mandatory protection in their habitual residence. Statutory places of jurisdiction apply. Audecius UG (haftungsbeschränkt) is neither willing nor obliged to participate in dispute-resolution proceedings before a consumer arbitration board. The Regional Additional Terms and, for US persons, the highlighted individual arbitration clause in the general User Agreement also apply to support disputes to the extent effective.