These terms govern the Productivity Audit and any related work you buy from us. Read them before you book. Booking means you accept them.
1. Who you are contracting with
Your contract is with Zaivo Consulting OÜ, an Estonian private limited company, registry code 17582710, registered at Tornimäe tn 5, 10145 Tallinn, Harju maakond, Estonia, email admin@zaivo.ai.
Your contract is with the company, not with any individual who works for it or with it. Nothing in these terms creates personal liability for any director, employee or contractor of ZAIVO.
In these terms, "we", "us" and "ZAIVO" mean Zaivo Consulting OÜ. "You" means the person or company that books the audit. If you book on behalf of a company, you confirm you are authorised to bind it, and "you" means that company.
2. What you get
The Productivity Audit, for a one-time fee of €999, excluding applicable taxes:
- A 60-minute assessment call, held by video, recorded with your consent.
- A report, delivered within 48 hours of the call — a PDF slide deck plus a written summary.
- A free 30-minute follow-up call, to be booked within 60 days of report delivery.
That is the whole deliverable. Anything else is separate work under clause 12.
3. The 48-hour clock
The clock starts when the audit call ends — or, if we have asked you for something we need and did not have during the call, when you give us that thing. We will tell you on the call, or by email within 4 working hours of the call, if anything is outstanding.
The clock is measured in hours, not working hours. 48 hours means 48 hours.
The clock pauses in these situations, and only these:
- We asked you for information or access we need to finish, and are waiting for it.
- You ask us to pause.
- Something outside our reasonable control stops us working — see clause 17.
If the clock pauses, we tell you the same day, and it restarts when the cause is cleared.
If we miss the 48-hour deadline through our own fault, tell us. We will either deliver immediately with a €100 credit against any future work, or refund you in full at your choice. This does not affect your refund rights under clause 8.
4. What you need to give us
We can only deliver if you do these things. They are not onerous.
- Complete the booking form honestly before the call — your goals, your current tools, where things hurt.
- Turn up to the call, on time, with working audio.
- Bring someone who knows how the work actually gets done. An audit conducted with someone who cannot answer operational questions will not produce a useful report.
- Answer follow-up questions within a reasonable time if we send any.
- Tell us what you cannot share. If something is off-limits, say so and we will work around it.
- Have the right to share what you share. You confirm that you are entitled to give us the information you give us, including any third-party or personal data in it.
If you do not do these things, the 48-hour clock pauses under clause 3 and we may not be able to deliver a useful report. That does not change your refund rights.
5. Booking and payment
You pay before the call. Send us your company details and we issue an invoice, normally the same working day. Payment is by bank transfer (SEPA). Your slot is confirmed once the payment reaches us. If you would rather pay by card, say so and we will send you a secure payment link instead. No payment, no call. We do not hold unpaid slots.
Price: €999 for the Productivity Audit, excluding applicable taxes. All prices we quote anywhere — website, proposals, emails — exclude tax unless we say otherwise in writing.
Tax
| Your situation | What we charge |
|---|---|
| Business in another EU country with a valid VAT number, validated by us via VIES | No Estonian VAT. Reverse charge applies — you account for VAT in your own country. |
| Business in another EU country without a valid VAT number | Estonian VAT at the applicable rate, currently 24% |
| Business or person in Estonia | Estonian VAT at the applicable rate, currently 24% |
| Business outside the EU | Outside the scope of EU VAT. Any local tax is yours to handle. |
We validate VAT numbers through the European Commission's VIES system. If VIES does not confirm your number at the time of invoicing, we charge Estonian VAT. If you supply a valid number afterwards, we will reissue the invoice where the law lets us, but we cannot always do so retroactively — give us the number at booking.
Invoices. We issue an invoice for every payment. We issue electronic invoices in the format your country requires, where we are able to — including structured e-invoicing (Peppol BIS / EN 16931) where your country mandates it. Tell us at booking which format and which routing address or endpoint you need, plus any purchase order or cost centre reference. If you tell us afterwards, we will reissue.
No payment, no call. We do not hold unpaid slots.
6. Rescheduling
You can reschedule your audit call. Use the reschedule link in your booking confirmation.
| When you reschedule | What happens |
|---|---|
| More than 24 hours before the call | Free. Reschedule as often as you reasonably need. |
| Less than 24 hours before the call | Free, once. A second late reschedule is treated as a no-show under clause 7. |
We may reschedule too, though we try hard not to. If we reschedule with less than 24 hours' notice, you can take a new slot or a full refund, your choice.
7. Cancellation and no-shows
| What you do | What happens to your €999 |
|---|---|
| Cancel more than 48 hours before the call | Refunded in full, within 10 working days. |
| Cancel 48 to 24 hours before the call | Refunded in full, within 10 working days. |
| Cancel less than 24 hours before the call | We will rebook you once at no charge. If you would rather not rebook, we refund you in full. |
| Don't turn up, no notice | We hold your fee and offer you one rebooking within 30 days. Take it and nothing is lost. |
| Don't turn up, and don't rebook within 30 days | The fee is not refunded. |
We will wait 15 minutes on the call before treating it as a no-show, and we will email you the same day with the rebooking link.
If something serious happened — illness, bereavement, an emergency — email admin@zaivo.ai and we will sort it out. We are not going to be difficult about it.
8. The refund guarantee
Our website says this:
Not useful? Full refund. Read your report. If it didn't deliver — clear insights, real tools, actions you can take right now — we refund you in full. No forms, no fine print, no questions.
That is the promise, and these terms do not shrink it. In particular:
- You decide. Not us. If you read the report and it did not deliver, that is the end of the assessment. We do not review your reasons, because we do not ask for reasons.
- No questions. We will not ask why. We may ask, once, whether you would like to tell us what missed — and "no" is a complete answer that changes nothing.
- No forms. One email to admin@zaivo.ai saying you want the refund. That is it. There is no template, no minimum length, no required wording. A one-line email is enough.
- You keep the report. We do not ask for it back, we do not delete your copy, and we do not restrict what you do with it. You can act on every recommendation in it and still have the refund.
- The follow-up call still stands if you want it. A refund does not cancel it.
The window. Ask within 30 days of us delivering your report. We picked 30 days so you have time to actually read it, sit with it, and try something. If you email on day 31 with a good reason, email anyway — we would rather look at it than hide behind a date.
The payment. We refund to the account you paid from within 10 working days of your email. Usually much faster. We will email you when it goes out, with the transfer reference. If your bank is slow after that, it is between you and your bank, and the reference is what you chase it with.
One per client. The guarantee covers your Productivity Audit. If you buy a second audit and refund that too, we will honour it and then stop selling to you, because at that point we are clearly not the right fit. That is not a penalty, and it does not affect either refund.
What it does not cover. Optional implementation work under clause 12 is separate, is scoped and priced separately, and is not covered by this guarantee. Its own terms will say what happens if it goes wrong. We will make that clear in writing before you commit to any of it.
9. Intellectual property
What stays ours. Our methodology, our question set, our frameworks, our slide templates, our internal tools database, our prompts and our processes. You do not get a licence to them, and they do not become yours because they were used on your job. We keep using them with other clients.
What is yours. The finished report we deliver to you — the PDF deck and the written summary — is yours, permanently and unconditionally, from the moment we send it. Read it, copy it, share it internally, hand it to your board, give it to a consultant who is going to implement it. Do what you like with it.
The only thing you cannot do is resell the report itself, or a substantially copied version of it, as a standalone product, or strip our templates out of it and market them as your own. Acting on the advice, of course, is exactly the point.
Your information stays yours. Everything you tell us about your business remains yours. We claim nothing over it.
Feedback. If you tell us how to do our job better, we may use that to improve the service, without owing you anything for it. That is the only thing we take from you.
Anonymised learning. We may use general, anonymised lessons across clients — patterns, not particulars. We will never identify you, quote you, or use your data in another client's report without your written permission. Naming you in a case study requires your written permission too, every time.
10. Confidentiality
Both directions.
We keep your information confidential. Everything you share in the brief, on the call, or afterwards. We use it to deliver your audit and for nothing else. We share it only with the processors listed in our Privacy Notice, each under a confidentiality obligation.
You keep ours confidential. Our report is yours to use, but our methodology, templates, question set and tools database are confidential to us. Do not publish them or hand them to a competitor of ours.
Exceptions, both ways: information that is already public through no fault of the receiver; that the receiver already had; that the receiver develops independently; or that the law or a court requires to be disclosed. If we are legally required to disclose something of yours, we will tell you first unless we are forbidden from doing so.
How long. These obligations last 5 years from delivery of the report, and indefinitely for anything that qualifies as a trade secret.
Your own NDA. If you need us to sign your NDA, send it to sales@zaivo.ai before the call. We will usually sign it.
11. What we do and do not promise
We promise to deliver the audit with reasonable skill and care, to a professional standard, on time, and reviewed by a named human being.
We recommend tools. We do not vouch for them.
The report will name third-party tools and services. We are not the maker of those tools. We are not reselling them. Specifically:
- We do not warrant that any recommended tool will work, keep working, remain available, or do what its vendor claims. That is between you and the vendor.
- We do not warrant any vendor's pricing. Prices in the report are what we saw when we wrote it. They change. Check before you buy.
- All costs of third-party tools are yours — licences, subscriptions, implementation, migration, training, all of it. Nothing in the €999 covers them.
- We do not warrant a specific business outcome. We do not promise a number of hours saved, a revenue figure, or a percentage improvement. We give you our best professional assessment. Whether it works out depends on what you do with it and on things neither of us controls.
- Your contracts with vendors are yours. Read them. Their terms, their privacy notices, their data locations, their AI Act obligations, their price rises. We are not a party to any of it.
- Nothing in the report is legal, tax, accounting, financial or medical advice. Where a recommendation touches on those areas — including the EU AI Act flags described in our Privacy Notice — it is a signal to go and get proper advice, not a substitute for it.
We do not have a conflict of interest we have not told you about. We take no commission, referral fee or affiliate revenue from any tool we recommend. We are paid by you and only by you.
12. Optional implementation work
If you want us to help implement what the report recommends, we can. Implementation work starts at €1,000, excluding applicable taxes, and is priced per engagement.
Any implementation work needs a separate written scope, agreed by both of us, covering what is being done, by when, for how much, and on what payment terms. Until that exists in writing, no implementation work is agreed and no fee is owed.
These terms apply to implementation work too, except the refund guarantee in clause 8, which covers the Productivity Audit only.
13. Limitation of liability
Nothing here limits liability that cannot legally be limited — death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or anything else Estonian law says cannot be excluded.
Subject to that:
Our total liability to you, for everything arising out of or connected to your engagement with us, is capped at the total fees you have actually paid us for that engagement. For a Productivity Audit alone, that is €999.
We are not liable for: loss of profit; loss of revenue; loss of anticipated savings; loss of business or opportunity; loss of goodwill; loss or corruption of data; the acts, failures, outages, price changes or shutdowns of any third-party tool; or any indirect or consequential loss — in each case however caused.
You are responsible for your own decisions. The report is advice. Acting on it is your call, made with your knowledge of your own business, and the consequences of that decision are yours.
This clause survives the end of the contract.
14. Consumer rights
These terms are written for business clients, and the Productivity Audit is sold to businesses.
If you are in fact buying as a consumer — outside any trade, business, craft or profession — then EU and national consumer law gives you rights that these terms cannot take away. Those rights win wherever these terms conflict with them. That includes:
- Your 14-day right of withdrawal under the Consumer Rights Directive.
- Your right to bring proceedings in the courts of the country where you live, and to have the mandatory consumer protection rules of that country apply, whatever clause 16 says.
- Any statutory conformity and remedy rights that apply to services.
Note that if you are a consumer and you ask us to start the service inside the 14-day window and we finish it, you may lose the withdrawal right for the completed service. We will tell you this clearly before you book. In practice our refund guarantee in clause 8 is more generous than the statutory withdrawal right, and you can use whichever suits you better.
15. Data protection
How we handle personal data is set out in our Privacy Notice, which forms part of these terms.
For most of what we do, we are the controller of the personal data involved. Where you send us personal data about your own staff or customers so that we can analyse a process, we act as your processor for that data. If that is a material part of the work, we will put an Article 28 data processing agreement in place with you before it starts.
Please do not send us personal data you do not need to send us. If we can do the job with an anonymised export, send the anonymised export.
16. Governing law and jurisdiction
These terms are governed by Estonian law.
Any dispute goes to the courts of Estonia, and specifically Harju County Court.
If you are a consumer, clause 14 applies and this clause does not deprive you of the protection of the mandatory law of your own country, or of your right to sue in your own country's courts.
Before anyone goes to court, both of us agree to spend 30 days trying to sort it out by talking — starting with an email to admin@zaivo.ai. Neither of us is required to reach agreement, and this does not stop either of us seeking urgent interim relief.
17. Things outside our control
Neither of us is liable for failing to perform because of something genuinely outside our reasonable control — for example serious illness, a natural disaster, war, a sustained outage of critical infrastructure or of a service provider, or a government act.
If it lasts more than 30 days, either of us can end the contract, and we refund any fees for work not delivered.
Note that a provider outage does not pause the refund guarantee in clause 8 — if you have your report, your 30 days run normally.
18. General
Whole agreement. These terms, the Privacy Notice, and any written scope we agree for implementation work are the whole agreement between us. They replace anything said earlier. This does not exclude liability for fraudulent misrepresentation.
If one clause fails, the rest still stand.
No transfers. You cannot transfer this contract to someone else without our written agreement. We can transfer it if our business is sold or restructured, and we will tell you if that happens.
Not a partnership. We are an independent contractor. Nothing here creates a partnership, joint venture, agency or employment relationship.
Notices. Ours to you go to the email address you booked with. Yours to us go to admin@zaivo.ai. Email counts as writing throughout these terms.
Language. These terms are written in English. If we ever publish a translation and the two conflict, the English version governs.
Not waived by not enforced. If we do not enforce something straight away, we have not given it up.
19. Changes to these terms
We may update these terms. When we do, we change the version number and date at the top and publish the new version at /terms/.
The terms that apply to you are the ones in force on the day you booked. Changes do not apply retroactively to work already booked or delivered.
If you have work in progress with us when we change something material, we email you the new version and you can either accept it or finish the current work under the old one.