Terms and Conditions of Use

Effective Date: 01.03.2026   Last Updated: 01.03.2026


1. Introduction

Welcome to hey lisi. These Terms and Conditions (“Terms”) govern your access to and use of our platform and services (the “Services”) provided through our website and mobile application (“Platform”). By accessing, registering, or using any part of the Services, you agree to be bound by these Terms and our Privacy Policy.

If you do not agree to these Terms, please do not use the Services.

hey lisi is a trade name of [Insert Legal Entity], a company registered in [Insert Jurisdiction] with its registered office at [Insert Address] (“we,” “us,” or “our”).


2. Services Provided

hey lisi offers digital and personalized assistance services for foreigners living in Germany. Our services include, but are not limited to, translation support, administrative guidance, appointment scheduling, research services, and live communication assistance.

Our Services are rendered on a per-request basis. Each customer inquiry is submitted in the form of a "request", which must be created through our Platform. Customers must provide sufficient detail for us to assess the request.

Each request is subject to acceptance by us. We reserve the sole right, at our absolute discretion, to accept or reject any submitted request based on its content, complexity, legality, feasibility, or fit with the nature of our services. If a request is rejected, the customer will be notified accordingly, and any prepaid fees related to that request will be refunded where applicable.

Once a request is accepted, we will assign a support agent to the case. We will use reasonable efforts to assist with the request in accordance with the selected membership plan and these Terms. However, we do not guarantee any specific outcome or resolution, and we accept no liability for the ultimate result of any matter we assist with.

We reserve the right to modify, expand, limit, or discontinue any aspect of our Services at any time.


3. User Eligibility

You must be at least 18 years of age and capable of entering into binding legal agreements to use our Services. By registering on our Platform, you represent and warrant that you meet these requirements.


4. User Account and Access

To access the Services, you must create an account and provide accurate and complete registration information. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

We reserve the right to suspend or terminate your account if any information provided is false, misleading, or violates these Terms.


5. Plans and Payment

a. Membership Plans

We offer multiple service tiers:

  • Free Plan (Pay-per-request)
  • Basic, Plus, and Premium Plans (Monthly Subscription)
  • Custom Enterprise and Business Plans

Each plan includes a defined number of support requests (requests) per month. A “ticket" or “request” is a single customer request that may include various types of support depending on scope.

b. Payment Terms

  • Subscription fees are billed monthly in advance and are cancellable monthly. Cancellations take effect at the end of the month of cancellation and no refunds are provided for the same month.
  • Pay-per-use requests (under the Free Plan) are billed at the time of request accepted by us for further processing.
  • Payments are processed via third-party providers. You agree to the applicable terms of such providers.

All prices include VAT unless otherwise stated.

c. Refund Policy

Refunds are not issued for unused requests or partial subscription periods. Discretionary refunds may be offered if a request is rejected by us or in exceptional circumstances.


6. Scope of Service and Limitations

a. Nature of Support

Our services are limited to personalized administrative assistance. We do not provide legal, medical, tax, or other regulated professional advice. Any help offered in these domains is strictly administrative in nature and does not replace professional consultation.

We may assist with:

  • Research
  • Informal translation or explanation of documents
  • Appointment scheduling
  • Real-time or asynchronous communication support
  • General cultural or bureaucratic guidance

b. Request Review and Discretionary Rejection

Each request is individually reviewed upon submission. We reserve the sole and exclusive right to determine whether a request falls within the scope of our Services. Requests that are deemed:

  • Illegal,
  • Unethical,
  • Excessively complex,
  • Requiring regulated or professional qualifications,
  • Or otherwise outside the scope of our business model, may be rejected without explanation.

Rejection of a request does not entitle the user to any compensation or service beyond the refund of any prepaid request fee, if applicable.

c. Service Limitations & Disclaimers

While we strive to provide high-quality services, we cannot guarantee that our assistance will lead to specific outcomes (e.g., successful bureaucratic applications).

By using our Services, you acknowledge that:

  • We do not guarantee the favorable or successful resolution of any matter.
  • Each request is subject to an absolute limit of working time of three hours. If a matter is not resolved after the responsible agent spent three hours, we reserve the right to abandon work unless a new request is opened and duly paid for by the user.
  • We provide assistance for informational purposes only. We do not provide professional legal, medical, financial, or tax advice or certified translations. Any decisions you make based on our services are at your own risk.
  • We accept no responsibility for the outcome of communications, appointments, or other tasks initiated or supported by us.
  • You remain solely responsible for decisions made and actions taken based on the information or support provided.
  • Live assistance services are provided within reasonable working hours.
  • We may recommend third-party services (e.g., lawyers, accountants, real estate agents), but we do not endorse or take responsibility for their actions. Any interactions with third parties recommended by us are at your own risk.


7. Intellectual Property

All content on the Platform, including but not limited to logos, software, designs, text, and graphics, is the intellectual property of hey lisi or its licensors. Use of such content without permission is prohibited.


8. User Conduct

You agree not to:

  • Use the Services for unlawful purposes
  • Submit fraudulent, misleading, or abusive requests
  • Attempt to exploit or overload the platform
  • Harass or mistreat any member of our team

Violation may result in termination of access without refund.


9. Service Availability

We endeavor to provide uninterrupted access but do not guarantee constant availability. Service interruptions may occur due to agent availability, maintenance, technical failures, or force majeure.


10. Third-Party Services

Our Platform may contain links to or rely on third-party services. We do not endorse or assume responsibility for any third-party content, actions, or policies.


11. Limitation of Liability

To the fullest extent permitted by law, hey lisi shall not be liable for:

  • Any direct, indirect, incidental, or consequential damages.
  • Any errors or omissions in the information provided.
  • Any delays, disruptions, or failures beyond our reasonable control.
  • Our total liability for claims arising under these Terms shall not exceed the fees paid by you in the preceding six (6) months.

Nothing in these Terms shall limit liability for death or personal injury caused by negligence or for fraud.


12. Indemnification

You agree to indemnify and hold harmless heylisi, its affiliates, and personnel from any claims or damages directly or indirectly arising from or relating to your use of the Services or breach of these Terms.


13. Modifications to Terms

We may revise these Terms at any time. Updated versions will be posted on the Platform with a new effective date. Continued use of the Services constitutes acceptance of the revised Terms.


14. Termination

You may terminate your subscription at any time. We may suspend or terminate your access for violation of these Terms or misuse of the Services. No refunds will be issued upon termination, except where legally required.


15. Governing Law and Jurisdiction

These Terms are governed by the laws of the Federal Republic of Germany. Any disputes shall be resolved in the courts of Munich, Germany.


16. Contact Information

For questions or complaints, please contact:

heylisi Support
Email: support@heylisi.com


17. Privacy & Data Protection

hey lisi collects and processes personal data in accordance with our **Privacy Policy**. For more details, please refer to our Privacy Policy.