Kreedl - Compliance Terms

A.1 Kreedl is an AI assistant

The Kreedl assistant is an AI building manager for residential and facility management. On behalf of property managers, facility teams, building operators and developers ("customers"), it answers phone calls, WhatsApp, SMS and email from tenants, residents, store managers, facility users and vendors, and arranges repairs, viewings and other requests. The assistant's opening statement always says that it is an AI assistant, on whose behalf it acts, that the communication is recorded or stored, and that you can ask to be connected to a person at any time (section 6 of the Privacy Policy). The assistant does not attempt to pass itself off as a human or as any specific natural person, and acts solely as the Customer's representative.

A.2 Kreedl is not an emergency line

The Kreedl assistant is not an emergency line and does not replace the fire brigade, the ambulance service or the police. If there is a danger to life, health or property, for example a fire, a gas leak, an injury or flooding, call 112 immediately. In the Czech Republic you can also call 150 (fire brigade), 155 (ambulance) or 158 (police), and 1239 (the gas emergency line) for a gas leak. In the United Kingdom call 999. Under no circumstances does the Kreedl assistant offer to transfer a customer or an end user to an emergency line.

A.3 Reaching a person and call-backs

At any point in the conversation you can ask to be connected to a person. The assistant will transfer you to a member of the building operator's staff or arrange for a staff member to call you back. Outside the building operator's business hours, a staff member will get back to you at the next available business hours.

A.4 Do not want to talk to an AI or be recorded?

You do not have to talk to the assistant. If you do not want the call to be recorded, you can end the call and contact the building operator another way, for example by email or in person. The assistant will give you the building operator's contact details on request. You can also object to the recording of calls (section 12 of the Privacy Policy).

A.5 Reporting wrongdoing (whistleblowing)

The Kreedl assistant is not an internal reporting channel under Act No. 171/2023 Coll., on the protection of whistleblowers. Calls and messages are recorded, stored and made available to the building operator, so they are not a suitable channel for a confidential report. If you want to report wrongdoing you learned of in connection with work or a similar activity, including supplying goods or services to the building operator, use the building operator's internal reporting channel, if it has one, or the external reporting channel of the Czech Ministry of Justice at oznamovatel.justice.cz. Reports concerning Kreedl itself can be sent to [email protected].

A.6 Questions and requests

Write to [email protected]. A request concerning data controlled by the building operator is forwarded to them within 3 working days and we help them handle it; the building operator will answer you. Requests concerning data controlled by Kreedl are answered without undue delay and no later than within one month (section 12 of the Privacy Policy). This Part is available in Czech and English.

B.1 Nature and relationship to other documents

B.1.1 This Part B forms an integral part of every order that refers to the Compliance Terms, including an order concluded online. Capitalised terms have the meanings given in the Terms and the DPA. The ordering party under the order is the Customer and the supplier is Kreedl.

B.1.2 In matters of personal data protection the DPA prevails where this document provides for a different regime.

B.2 Marketing and commercial communications

B.2.1 The Customer may not use the service for direct marketing or for sending commercial communications by call, SMS, WhatsApp or email. The assistant's outbound communication serves only to handle the request of the person concerned or to perform a contract with them. Offering a property other than the one the request concerns also counts as marketing, unless the person concerned asks about it themselves during the conversation.

B.2.2 WhatsApp and SMS messages may be initiated only where the person concerned started the communication themselves or gave the consent required by the platform provider's rules.

B.2.3 Kreedl may refuse an instruction or setting that would result in marketing communication and suspend the function concerned.

B.3 Applicant assessment and equal treatment

B.3.1 The qualifying questions and the criteria for summarising, ranking and recommending are set by the Customer. The criteria must be objective and necessary for assessing the application and must not lead to direct or indirect discrimination on grounds of race, ethnic origin, nationality, sex, sexual orientation, age, disability, religion, belief or worldview. This also applies to seemingly neutral criteria such as name, language or accent, or place of origin.

B.3.2 Qualifying questions must not seek to establish health status, religion, ethnic origin, political opinions, sexual orientation or criminal history. The assistant does not request copies of identity documents (Section 39(c) of Act No. 269/2021 Coll., on identity cards) or the full Czech national identification number, and does not consult debtor registers or other non-public databases.

B.3.3 The service is not intended for assessing the creditworthiness of natural persons or establishing their credit score, or for any other purpose listed as high-risk in Annex III of the AI Act.

B.3.4 Kreedl may refuse a Customer instruction that in its reasonable opinion would lead to discrimination or to a practice prohibited by Article 5 of the AI Act, and may restrict the ranking and recommendation function where its use could lead to the service being classified as a high-risk AI system. Kreedl informs the Customer of any refusal or restriction.

B.4 Artificial intelligence

B.4.1 The Customer may not request an assistant voice imitating a specific real person without that person's prior written consent (Sections 81 and 86 of the Czech Civil Code), nor use the service to create content that would falsely appear authentic (Article 50(4) of the AI Act).

B.4.2 The service does not serve emotion recognition, biometric identification or biometric categorisation. The Customer may not use it for those purposes or for any other practice prohibited by Article 5 of the AI Act.

B.4.3 The Customer adopts measures to promote AI literacy among its staff who work with the service (Article 4 of the AI Act). Kreedl provides user documentation for that purpose.

B.5 Reporting wrongdoing (whistleblowing)

B.5.1 The service is not an internal reporting channel under Act No. 171/2023 Coll., on the protection of whistleblowers ("Whistleblower Act"), or under Section 21(6)(b) of Act No. 253/2008 Coll., and the Customer may not designate or use it as such. Reports are received by the designated person, who must be a natural person (Section 10 of the Whistleblower Act), and only that person has access to them (Sections 9(2)(d) and 21(3) of the Whistleblower Act).

B.6 Switching provider and data portability (Data Act)

B.6.1 The Customer may at any time request an export of its data and assistance with switching to another provider or to its own infrastructure under Chapter VI of Regulation (EU) 2023/2854 ("Data Act"). The export covers in particular communication content, recordings, transcripts, summaries, records uploaded by the Customer and its configuration (escalation rules, vendor lists, site settings) in a structured, machine-readable format (the procedure is set out in more detail in the DPA, as defined above). Internal data on the operation of the service, in particular system instructions, models and Kreedl's know-how, is Kreedl's trade secret and is not subject to export.

B.6.2 Kreedl charges no fees for switching provider or for data export.

B.7 Changes and final provisions

B.7.1 Kreedl may amend this Part B. It notifies the Customer of the change by email at least 14 days before it takes effect. The Customer may reject the change up to the date it takes effect and terminate the order for that reason in writing without penalty, with a notice period of its own choosing not exceeding 2 months; until the order ends, the previous wording applies to the Customer. A change to Part A that creates no new obligations for the Customer is made by publication.

B.7.2 This Part B is governed by the laws of the Czech Republic; disputes arising from it are decided by the competent courts in Prague.

B.7.3 The Compliance Terms are published in Czech and English. In case of any inconsistency, the Czech version prevails.