AI Terms of Use
NAVIA / Navia AI Assistant / navia.bg
Last updated: 12 September 2026.
These Terms explain how artificial intelligence is used in Navia AI Assistant and outline the main limitations and responsibilities associated with using the service. Navia AI Assistant is provided by “Navia” EOOD / Navia LTD, UIC 208760135. These Terms apply together with the General Terms and Conditions, Privacy Policy, Cookie Policy, and Cancellation and Refund Policy.
1. What Is Navia AI Assistant?
Navia AI Assistant is an artificial intelligence system designed to automate communication with website visitors. Depending on its configuration, the assistant may answer questions, provide information about products and services, direct visitors to relevant information, collect enquiries, collect voluntarily provided contact details, organise information from conversations, support more than one language and provide information to the client’s admin dashboard. Navia AI Assistant is not a human and must not be presented as a human employee. Visitors should be informed that they are interacting with an artificial intelligence system.
2. How Responses Are Generated
Responses are generated automatically based on the visitor’s questions, the conversation context, information provided by the client, the configured knowledge base, the assistant’s instructions and rules, the AI model used and available technical integrations. Responses are not reviewed by a human before being displayed to the visitor.
3. Limitations of AI
Artificial intelligence is not infallible. Navia AI Assistant may misunderstand a question, provide incomplete information, give an inaccurate response, use outdated information, overlook important context or give a response that is unsuitable for the particular situation. NAVIA does not guarantee that every automatically generated response will be fully accurate, up to date or appropriate. Important information should be verified by a human before a decision is made.
4. Business Information Is Provided by the Client
When Navia AI Assistant is configured for a specific business, its responses are based primarily on information provided by the client. The client is responsible for the accuracy of the information provided, keeping prices, services and products up to date, the correctness of contact details, delivery or service provision terms, commercial terms and the information used to configure the assistant. NAVIA is not liable for an inaccurate AI response where it results from incomplete, incorrect or outdated information provided by the client.
5. Up-to-Date and Real-Time Information
Navia AI Assistant does not automatically have access to all current or internal business information. Unless a dedicated integration has been implemented, the assistant may not have real-time information about availability, price changes, available appointment slots, current bookings, orders, deliveries, stock quantities, internal systems or other information that has not been provided or integrated. Where confirmation is needed, the visitor should contact the business directly.
6. Admin Dashboard, Conversations and Enquiries
Where the selected plan includes an admin dashboard, the client may have access to information collected through Navia AI Assistant. This may include conversation history, message content, conversation dates and times, details of a specific enquiry, a name, email address, telephone number, other contact details voluntarily provided by the visitor and technical information necessary for the service to function. This information enables the client to review enquiries, understand visitors’ needs, follow up with them and manage communication with prospective customers. The client is responsible for the lawful use of data accessible through the admin dashboard. Access to the admin dashboard should be granted only to authorised persons.
7. NAVIA’s Access to Conversations
NAVIA may have limited technical access to conversations and related information where reasonably necessary for technical support, diagnosing an issue, investigating an incorrect response, improving the configuration, checking whether the assistant follows its assigned instructions, preventing spam and abuse or protecting the security of the service. This does not mean that NAVIA manually reviews every conversation. Access takes place only where necessary to provide, maintain or protect the service and in accordance with the Privacy Policy.
8. Personal Data
Visitors may voluntarily provide information through the assistant, such as their name, email address, telephone number and details of their enquiry. Unnecessary sensitive or confidential data should not be submitted, including passwords, full payment card details, access codes, identity documents, sensitive health information, banking details or information about other people without an appropriate basis. Detailed information about the processing, storage and access to personal data is provided in the Privacy Policy.
9. AI Does Not Provide Professional Advice
Unless a separate service has been expressly designed for such a purpose and is legally permitted to do so, Navia AI Assistant must not be used as a substitute for professional medical, legal, financial, investment, accounting, tax, insurance or other regulated advice. Information provided by the assistant is for general informational purposes. For decisions with significant legal, financial, health or other implications, a qualified professional should be consulted.
10. Emergencies
Navia AI Assistant is not intended for emergencies. It must not be relied upon for medical emergencies, an immediate risk to life or health, emergency incidents, crisis assistance, the operation of hazardous equipment or other situations requiring immediate human intervention. In an emergency, official emergency services or an appropriate qualified professional should be contacted.
11. User Responsibility
The user is responsible for how they use information provided by Navia AI Assistant. Users should verify important information, avoid relying solely on AI for significant decisions, provide accurate information, refrain from providing information they are not entitled to disclose and use the service lawfully.
12. Prohibited Use
Navia AI Assistant may not be used for unlawful activity, fraud, spam, harassment or threats, discrimination, attempts to gain unauthorised access, extraction of protected system instructions, circumvention of technical safeguards, distribution of malicious code, unlawful collection or disclosure of personal data or infringement of third-party rights. NAVIA may restrict or terminate access in cases of abuse or a security risk.
13. External AI and Technology Providers
Navia AI Assistant may use external technology providers for AI models, cloud infrastructure, hosting, databases, API services, email services, security and other technical functions. Generating a response may require certain parts of the submitted message and conversation context to be processed through such an external service. NAVIA makes reasonable efforts to use suitable providers and limit unnecessary disclosure of data. Further information is available in the Privacy Policy.
14. Improvements and Technical Monitoring
NAVIA may analyse the technical operation of Navia AI Assistant to identify errors, improve response quality, optimise instructions, prevent abuse, improve security and provide technical support. Where conversation information is used for these purposes, it is processed in accordance with the Privacy Policy and applicable law. This does not mean that every conversation is manually reviewed or that conversations are automatically used to train an AI model.
15. No Guaranteed Results
NAVIA does not guarantee that using Navia AI Assistant will result in a specific number of enquiries, a specific number of leads, a particular conversion rate, sales, revenue, profit or any other specific business outcome. Results depend on numerous factors beyond NAVIA’s control, including website traffic, the offer, pricing, the client’s business and visitor behaviour.
16. Service Availability
NAVIA makes reasonable efforts to ensure that Navia AI Assistant operates reliably but does not guarantee uninterrupted or entirely error-free operation. Temporary interruptions may occur due to maintenance, updates, issues with an external provider, internet or hosting problems, API changes, issues with the client’s website, a security incident or other technical circumstances.
17. Changes to the AI Service
NAVIA may periodically change the AI model used, improve how responses are generated, update system instructions, modify the technical architecture, add or remove technical features or change external technology providers. Such changes may be made where necessary to improve the service, maintain security or ensure its normal operation.
18. Changes to These Terms
NAVIA may update these Terms following changes to Navia AI Assistant, the introduction of new features, changes to technology providers, changes to applicable legal requirements or changes to data processing practices. The current version is published on navia.bg with the date of the last update.
19. Contact
For questions about Navia AI Assistant and the use of artificial intelligence: “Navia” EOOD / Navia LTD, UIC: 208760135, Website: navia.bg, Email: info@navia.bgTelephone: +359 877 77 75 99.