CYBORA

Last updated: 2026-01-30

1. General Provisions

These Terms and Conditions (“Terms”) govern the use of call center, contact center, AI-assisted communication, and related services provided by CYBORA.
The Terms apply to all users, clients, and counterparties, including business customers (B2B) and individual consumers (B2C).
By using CYBORA services, you acknowledge that you have read, understood, and agreed to these Terms.
If you do not agree with any part of these Terms, you must refrain from using the services.

2. Service Provider Information

Company name: CYBORA
Address: Akademijos g. 4, 4th floor, North Wing, Vilnius, Lithuania, LT-08412
Phone: +370 640 12261
Email: support@cybora.tech

Additional contacts:

• Data Protection Officer (DPO): dpo@cybora.tech
• Abuse reports: abuse@cybora.tech
• Sales inquiries: sales@cybora.tech

3. Scope of Services

CYBORA provides inbound and outbound call center services, including customer support, technical assistance, sales support, and lead management.
Services may be delivered by human agents, AI-assisted systems, or a hybrid model combining both.
The exact scope, pricing, service levels, and responsibilities are defined in separate agreements, statements of work, or service descriptions.
CYBORA reserves the right to enhance or modify its services in line with technological, regulatory, or operational developments.

4. B2B and B2C Services

4.1 Business-to-Business (B2B)

For business clients, services are provided based on negotiated contractual agreements.
B2B clients confirm that they have a lawful basis to share contact data with CYBORA and to instruct CYBORA to process such data.
Clients remain responsible for compliance with applicable marketing, consumer, and data protection laws in their respective jurisdictions.
CYBORA acts as a data processor unless otherwise agreed in writing.

4.2 Business-to-Consumer (B2C)

For individual consumers, CYBORA ensures compliance with applicable consumer protection and data protection laws.
Consumers are informed about the nature of the interaction, including whether AI systems are used.
CYBORA respects consumer rights related to transparency, fairness, and data subject rights.
Additional disclosures may be provided during calls or in pre-call notifications.

5. Call Recording and Monitoring

Calls may be recorded or monitored for quality assurance, training, security, and compliance purposes.
Recording is conducted in accordance with applicable laws in the relevant jurisdiction.
Where legally required, users will be informed before or at the start of the call that recording may occur.
Access to recordings is restricted to authorized personnel only.

6. Artificial Intelligence and Voice Bots Transparency

CYBORA may use Artificial Intelligence technologies such as voice bots, automated call routing, speech recognition, and AI-assisted analytics.
Users will be informed when they are interacting with an AI-driven or automated system, where required by law or best practice.
AI systems are designed with human oversight and allow escalation to a human agent when necessary.
CYBORA follows GDPR principles and EU AI Act best practices to ensure fairness, transparency, and accountability.

7. Personal Data Protection

CYBORA processes personal data in compliance with GDPR and other applicable data protection regulations.
Data processing is limited to specific, explicit, and legitimate purposes related to service delivery.
Appropriate technical and organizational measures are implemented to protect personal data.
Data subject rights may be exercised by contacting dpo@cybora.tech.

8. International Markets: European Union, United Kingdom, and United States

CYBORA provides services to clients and end users in the European Union, United Kingdom, and United States.
For the UK market, CYBORA complies with the UK GDPR and the Data Protection Act 2018.
For the US market, CYBORA aligns its practices with applicable federal and state-level privacy requirements where relevant.
Local regulatory requirements may apply depending on the nature of the services and the jurisdiction of the end user.

9. International Data Transfers and Group Data Sharing

CYBORA may transfer personal data within its corporate group or to trusted partners located in the EU, UK, or the United States.
Such transfers are conducted using appropriate safeguards, including Standard Contractual Clauses (SCCs) or equivalent legal mechanisms.
Where applicable, CYBORA relies on recognized frameworks such as the EU–US Data Privacy Framework.
All group entities are required to follow consistent data protection and security standards.

10. Acceptable Use

• Users must use CYBORA services lawfully and in good faith.
• Misuse, fraud, abuse, or unauthorized access is strictly prohibited.
• CYBORA may suspend or terminate access if misuse or violations are detected.
• Serious violations may be reported to relevant authorities.

11. Intellectual Property

• All intellectual property rights related to the services remain with CYBORA or its licensors.
• No rights are transferred to users unless explicitly agreed in writing.
• Unauthorized copying, distribution, or modification is prohibited.
• Trademarks and branding may not be used without prior consent.

12. Limitation of Liability

• CYBORA’s liability is limited to the maximum extent permitted by law.
• CYBORA is not liable for indirect, incidental, or consequential damages.
• Service interruptions caused by third parties or force majeure events are excluded from liability.
• Nothing in these Terms limits liability where such limitation is prohibited by law.

13. Amendments

• CYBORA may update these Terms from time to time.
• Material changes will be communicated through appropriate channels where required.
• Continued use of the services constitutes acceptance of the updated Terms.
• Users are encouraged to review the Terms periodically.

14. Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of Lithuania, unless mandatory local laws provide otherwise.

• Disputes shall be resolved amicably where possible.
• If unresolved, disputes shall be submitted to the competent courts of Lithuania.
• This clause does not affect mandatory consumer rights in other jurisdictions.

15. Outbound Marketing, Direct Communications, and Consent

CYBORA may conduct outbound calls, messages, or other direct communications on behalf of its clients for marketing, sales, research, or customer engagement purposes.
For the United Kingdom, such activities are carried out in compliance with the Privacy and Electronic Communications Regulations (PECR), including requirements related to prior consent, legitimate interest assessments, and opt-out mechanisms.
For the United States, outbound communications comply with the Telephone Consumer Protection Act (TCPA) and applicable state laws, including restrictions on automated dialing systems, prerecorded messages, and calling times.
Clients are responsible for ensuring that valid consent or another lawful basis exists before initiating outbound communications, while CYBORA implements technical and organizational measures to respect opt-out requests and suppression lists.

16. Artificial Intelligence Systems Classification (EU AI Act)

CYBORA classifies and operates its Artificial Intelligence systems in accordance with the risk-based approach of the EU Artificial Intelligence Act (AI Act).
Most AI systems used by CYBORA, such as voice bots for customer interaction, call routing, or speech analytics, are considered limited-risk AI systems, requiring transparency obligations toward users.
CYBORA does not deploy prohibited AI practices, including systems that manipulate users or exploit vulnerabilities in violation of EU law.
Where AI systems support decision-making, CYBORA ensures human oversight, proper documentation, risk mitigation measures, and ongoing monitoring in line with AI governance best practices.

17. Transparency Obligations for AI-Based Interactions

In cases where AI systems interact directly with individuals, CYBORA ensures that users are clearly informed that the interaction involves an automated or AI-driven system.
Transparency notices may be provided verbally at the beginning of a call or through other appropriate communication channels.
Users may request escalation to a human agent where technically feasible or legally required.
These measures support compliance with both GDPR transparency requirements and EU AI Act obligations for limited-risk systems.

18. Accountability and AI Governance

CYBORA maintains internal policies and controls to ensure responsible development and use of AI systems.
Risk assessments, model testing, and performance monitoring are conducted to reduce the risk of bias, errors, or unintended outcomes.
AI-related decisions that may significantly affect individuals are subject to human review.
Governance processes are regularly reviewed to reflect regulatory developments in the EU, UK, and US.

19. Contact Information

For questions or concerns regarding these Terms:
📧 support@cybora.tech
📞 +370 640 12261