Terms and Conditions of Use of the Sportellino Chatbot

Acceptance of Terms and Eligibility for Use

The Associazione di Promozione Sociale Buonsenso, Tax ID 96625890585, with registered office in Via Casilina n.3, 00182 Rome (hereinafter “Association”), provides through the website www.sportellino.it a virtual chatbot assistant service called “Sportellino” (hereinafter the “Chatbot” or “Service”).

By accessing or using the Chatbot, the user declares that they have read, understood, and fully accepted these Terms, which constitute a binding agreement with the Association. Acceptance of these Terms, together with acknowledgment of the Privacy Policy of the website (available on the same website), is a necessary condition for using the Service. If the user does not accept even one of the provisions of the Terms, they must refrain from using the Chatbot.
 

The Service is reserved exclusively for users who meet all of the following conditions:

• Legal age: the user must be at least 18 years old. Use by minors is prohibited.

• Permanent and suitable residence: the user must be a resident of a Member State of the European Union. The Service is not intended for users residing in non-EU countries.

By using the Chatbot, the user guarantees that they meet the above requirements. The Association reserves the right to suspend or terminate access to the Service if there is reason to believe that the user does not meet these requirements.

Purpose of the Service

The Sportellino Chatbot aims to provide general information assistance to users on issues of social and administrative interest. In particular, the Chatbot is able to provide guidance and general information in the following areas:

1. Residence permits: for example, application and renewal procedures, necessary documents, timelines, types of permits and requirements, conversion or updating of permits.

2. Accommodation and residence: for example, finding housing, obtaining registration, registration procedures with the municipality, rental contracts (requirements and documents), access to public housing, tenants’ rights, and management of housing issues.

3. Healthcare: for example, registration with the National Health Service (SSN) and obtaining a health card, choosing a general practitioner, access to medical care (including emergency care), information on available healthcare facilities and services for migrants without residence.

4. Social services and benefits: for example, overview of available financial support (citizenship income, child allowance, social bonuses on utility bills, etc.), assistance measures for people in difficulty, large families or other eligible persons, and how to apply for them.

5. Education and training: for example, school enrollment for minors, Italian language courses and integration programs, recognition of foreign qualifications, vocational training opportunities or access to university.

The purpose of the Service is to guide and inform users on these topics, facilitating their understanding of their rights, duties, and opportunities. The Chatbot is a first-level guidance tool, of an automated nature automated tool, made available by the Association free of charge and on a non-profit basis, in line with its social support mission.

Informative nature of the service – Not professional adviceThe Chatbot provides general information only. It does not constitute personalized legal advice, medical advice, or any other specific professional opinion. The answers and content generated by the Chatbot are for informational and guidance purposes only: they do not replace the advice of a lawyer, doctor, social worker, public service operator, or other qualified professional.

Consequently, no professional relationship (e.g., lawyer-client relationship) is established between the user and the Association or the Chatbot through the use of the Service. For situations that require a personalized assessment or concrete intervention, the user is invited to contact qualified professionals or the competent authorities/bodies directly. In particular, for complex legal issues or important decisions, the user should always consult a legal advisor or the relevant public offices

(Police Headquarters, Prefectures, Municipalities, Local Health Authorities, INPS, etc.) and not rely exclusively on the information provided by the Chatbot.

Operational limitations:
The Chatbot Service does not handle paperwork or appointments on behalf of the user.

In other words, the Chatbot does not take on individual cases, forward questions or documents to third parties, nor does it book appointments at public or private offices. Its task is limited to providing procedural clarifications and general guidance on how the user can proceed independently. Any instructions provided (e.g., “contact office X” or “fill out form Y”) are for informational purposes only and do not imply that the Association will intervene directly in the bureaucratic process or guarantee the outcome of any requests made by the user.

User Obligations and Conduct

The user undertakes to use the Chatbot in a correct and lawful manner, in compliance with these Terms and applicable laws. In particular, the user undertakes to:

• Use in accordance with the purpose: use the Chatbot exclusively to obtain information in the fields indicated and for lawful purposes of personal guidance. It is prohibited to use the Service for other purposes (e.g., to send spam, commercial promotions, unwanted communications, or other activities not relevant to the informational purpose).

• Appropriate content: do not send content or questions of an offensive,

defamatory, obscene, violent, discriminatory, racist, or otherwise unlawful content or questions. The user must refrain from using inappropriate language or providing false, misleading, or information that violates the rights of third parties.

• Prohibition of unlawful use: do not use the Service for fraudulent purposes or illegal activities. In particular, the user must not use the information obtained to carry out actions contrary to the law or attempt to circumvent regulations (e.g., facilitating illegal stays, obtaining undue benefits, etc.).

• Service security: do not take any action that could compromise the security, integrity

or proper functioning of the Chatbot or the website. This includes the prohibition of attempting to violate the Association’s computer systems computer systems, introducing viruses, malware or malicious code, attempting to access unauthorized data or confidential information, or any form of reverse engineering of the

Chatbot software.

Respect for the Association and third parties: do not use the Chatbot in a way that damages the image, reputation or rights of the Association or third parties. It is prohibited to pretend to be an operator of the Association or speak on its behalf, and it is also prohibited to publish false information outside the Chatbot and attribute it to the Chatbot.

Collection of Personal Data and Privacy

In order to provide the Service, the Chatbot collects and processes certain personal data of the user. During the use of the Chatbot, data such as (by way of example) name, surname, email address, contact details, as well as any personal information voluntarily provided by the user in requests made to the Chatbot may be collected. Such data is used exclusively for the purposes of operating the Service, improving the same and providing the user with the requested information.

The data is processed in accordance with the provisions of the law and in compliance with the principles of lawfulness, transparency, and data minimization, contact details, as well as any personal information voluntarily provided by the user in requests made to the Chatbot. Such data is used exclusively for the purposes of operating the Service, improving it, and providing the responses requested by the user.

The Association is committed to protecting the privacy of users in accordance with EU Regulation 2016/679 (GDPR) and applicable national legislation on the protection of personal data. The data collected through the Service will be processed to the extent necessary and in accordance with the principles of lawfulness, fairness, and transparency. Further details on data processing (legal basis, purposes, rights of the data subject, storage times, any communications to third parties, transfers, etc.) are set out in the Privacy Policy on the website, which the user declares to have read and understood when first accessing the Chatbot.

The Privacy Policy is hereby referred to and forms an integral part of these Terms.

By using the Chatbot, the user consents to the processing of their personal data for the purposes indicated.

The user has the right to withdraw their consent at any time and to exercise the rights recognized by (access, rectification, erasure, restriction, objection, data portability, complaint to the Data Protection Authority, etc.), in accordance with the procedures described in the Privacy Policy. Withdrawal of consent or request for erasure of data may make it impossible to continue using the Service, if such data is necessary for its operation.

Exclusion of Warranties

The Association takes all reasonable measures to ensure that the information provided by the Chatbot is accurate and up to date. However, the Service is provided “as is” and without any express or implied warranties by the Association as to the reliability, accuracy, completeness, timeliness or suitability of the responses provided by the Chatbot to the specific needs of the user. In particular, while undertaking to periodically update the information content, the Association does not guarantee that all information provided through the Chatbot is always accurate, complete or up to date at the time of consultation by the user.

Regulations on immigration, assistance, social benefits and other areas covered are subject to frequent changes and may vary depending on the location and the particular case. The user understands and accepts that there may be discrepancies or delays in updating the Chatbot’s responses with respect to the most recent laws or administrative practices. The Association does not guarantee that the Service will perfectly meet the user’s expectations, nor that any errors or inaccuracies can always be prevented or corrected immediately.

Furthermore, the Association does not guarantee the continuity, security, or absence of technical errors in the Service: interruptions, delays, malfunctions, or loss of data may occur that are beyond the control of the Association (e.g., internet network problems, technical failures, maintenance, force majeure, etc.).

Without prejudice to the limitations of liability set forth below, the Association will nevertheless endeavor to restore the proper functioning of the Service as soon as possible in the event of technical problems.

Limitation of Liability

To the maximum extent permitted by law, the Association excludes any liability for direct, indirect, consequential, or any other damages suffered by the user or third parties arising from or related to the use of the Chatbot and the information provided by it. In particular, by way of example and without limitation, the Association cannot be held liable for:

• Errors or omissions in information: any inaccuracies, incompleteness or errors in the content provided by the Chatbot. The user uses this information at their own risk and it is their responsibility to verify it through official or qualified sources before taking any relevant action.

• Damage resulting from the use of information: unwanted results, economic losses, failure to obtain benefits, delays, penalties, adverse administrative or legal proceedings suffered by the user as a result of actions taken (or not taken) solely on the basis of the responses received from the Chatbot. For example, the Association is not liable if the user misses a legal deadline, submits an incorrect application, or suffers a refusal by an entity, having relied on information that may not be up to date or applicable to their particular case.

• Technical and system damage: malfunctions of the website or Chatbot, unavailability of the Service, security breaches not attributable to the Association’s intent or gross negligence, loss of data, or other technical problems occurring during use of the Service.

• Third-party content: information obtained through external links or references to third-party websites that may be provided by the Chatbot. These links are provided for the convenience of the user only; the Association has no control over third-party content and services and accepts no responsibility in this regard.

In any case, the Service is offered free of charge: the user acknowledges that the Association, as a non-profit organization, offers no guarantees and assumes no contractual obligations beyond those expressly provided for in these Terms. No claim for compensation or indemnification may be made by the user for the simple voluntary and free use of the Chatbot. The user is solely responsible for the use they make of the information obtained and for their own decisions.

It is understood that nothing in these Terms excludes or limits the Association’s liability in the event of wilful misconduct or gross negligence, or other cases where the law does not allow the exclusion of liability. However, subject to these mandatory limitations, the Association declines all further liability.

The user indemnifies and holds the Association, its representatives, volunteers, and collaborators from any request, claim, or action arising from the user’s misuse of the Service or violation of these Terms.

Duration, Suspension, and Termination of the Service

These Terms come into effect when the user accepts them and remain valid and effective until the user uses the Service. The user may decide at any time to discontinue use of the Chatbot; if the user is registered on the site and wishes to delete their account, they may do so in accordance with the procedures set out (see Privacy Policy for the deletion of personal data) or by contacting the Association.
 

The Association reserves the right to suspend, limit or interrupt the provision of the Service at any time the provision of the Service, temporarily or permanently, for technical, organizational, or other reasons. In particular, individual user access may be suspended or revoked without notice in the event of a violation of these Terms, misuse of the Chatbot, or if this is necessary to ensure the security of the Service or prevent illegal use. Furthermore, as this is a free service, the Association may decide to permanently discontinue the Chatbot service (e.g. due to technical, economic or regulatory difficulties, or a change in the mission of the Association). In this case, where possible, users will be notified via the website or by email with reasonable notice. Upon termination of the Service, these Terms for users shall also cease to be valid.

Terms for Users shall also cease to be valid, without prejudice to the Association’s commitment to process the personal data collected up to that point in accordance with the Privacy Policy.

The closure or suspension of the user’s account (whether on the initiative of the user or by the Association) will result in the inability to access the Chatbot. However, the clauses of the Terms that by their nature continue to have effect thereafter (e.g., limitations of liability, disclaimers, applicable law, and jurisdiction) will continue to be valid even after the termination of the Service or account.

Changes to the Terms

The Association reserves the right to update, supplement, or modify these

Terms at any time, for example to adapt them to regulatory changes, the evolution of the Service or for other operational reasons.

In the event of a substantial change to the Terms, the Association will notify users through the appropriate channels (e.g., publication of a notice on the website, email to registered users, pop-up information message when accessing the Chatbot). The date of entry into force of the new Terms will be indicated.

The user may be asked to review and accept the amended Terms again in order to continue using the Service. If the user does not intend to accept the amendments, he/she is required to cease using the Chatbot and may request the deletion of his/her account. Continued use of the Service after the effective date of the amendments shall constitute implicit acceptance thereof. It is therefore recommended that you periodically check the Terms section on the website to verify any updates.

Applicable Law and Competent Court

These Terms and the use of the Service are governed by the laws of the Italian Republic, as well as any directly applicable provisions of European Union law. This agreement is considered to have been concluded in Italy.

For any dispute relating to the validity, interpretation, effectiveness or execution of these Terms or arising in any way from the use of the Service, the parties agree to the exclusive jurisdiction of the court of the place where the Association has its registered office (currently the Court of Rome, Italy), without prejudice to the application of any mandatory consumer protection rules or other legal provisions that provide for the jurisdiction of a different court. Before taking legal action, the Association invites users to contact it directly to attempt an amicable resolution of the matter.
 

Final Clause – Full Acceptance

These Terms constitute the entire agreement between the user and the Association regarding the use of the Chatbot and prevail over any other previous communication or agreement, oral or written, concerning the same subject matter. If any clause of these Terms is found to be invalid or unenforceable under the law, such invalidity shall not affect the validity of the remaining provisions, which shall continue to remain fully valid and effective.
 

The user acknowledges that the full acceptance of the Terms set forth herein is a necessary condition for using the Service and declares that they accept them without reservation. For any questions, doubts, or clarifications regarding these Terms or the use of the Chatbot, the user may contact the Association at the contact details indicated on the website (e.g., email info@sportellino.it).

By using the Chatbot, the user confirms that they have carefully read and understood these Terms and fully accept their content.