Terms of Service

1.The agreement

These terms are an agreement between the business that signs up for Support Agent (“you”) and [Company name], [Street, postcode and city, Denmark], CVR [number] (“we”). Whoever signs up confirms they may bind the business to them.

Our Data Processing Agreement and Service Level Agreement are part of these terms. A separate agreement signed with us prevails where it differs.

2.The service

Support Agent reads the support messages your customers send you, looks up the orders, subscriptions or bookings they refer to, and drafts replies and actions such as a refund or a cancellation. You choose per topic whether a reply waits for your team or goes out on its own.

We improve the service continuously and may change or remove features, but we will not take away its core without notice.

3.Your account and team

Keep your sign-in details secret and the information you give us correct. You decide who on your team gets access and with which role, and you are responsible for what they do in the service.

4.Your data

The data you and your customers bring into the service is yours. We process it only to run the service for you, as the DPA describes. You are responsible for having the right to connect it and for telling your customers about it in your privacy notice.

5.Replies written with AI

Replies and actions are drafted by an AI model. It works from your orders and policies, but it can be wrong. You are responsible for what is sent in your name: for replies you approve, and for the topics you set to go out on their own.

6.Acceptable use

You may not:

• use the service to send spam or to mislead or harass anyone;
• break the law, or anyone else's rights, with it;
• try to get around its security, its limits or another business's data;
• resell it, or copy or reverse-engineer it.

If you do, we may suspend your account. We tell you why, and give you a chance to put it right first unless the harm is urgent.

7.Platforms you connect

When you connect a platform such as Shopify, your use of it stays under that platform's own terms. We are not responsible for a platform's outages or for changes it makes that limit what we can read or do.

8.Fees

The plans and their prices are on our pricing page. You pay the fees for the plan you choose, in advance for each billing period. Fees are not refunded for a period already started, except where these terms or the DPA say so. We announce price changes at least 30 days ahead.

9.Availability and support

We aim to keep the service running at all times. What we commit to, and what you get if we fall short, is in the Service Level Agreement.

10.Ending the agreement

You may close your account at any time. We may end the agreement with 30 days' notice, or straight away if you seriously break these terms. Your data is then deleted as the DPA describes. Ask us before then if you want a copy.

11.Liability

Neither of us is liable to the other for indirect losses, such as lost profit, lost revenue or lost data. Our total liability in any 12 months is limited to the fees you paid us in those 12 months. These limits do not apply where the law does not allow them, such as for gross negligence or intent.

12.Changes to these terms

We may update these terms. We email your admins about material changes 30 days before they take effect. If you do not accept them, you may close your account before then.

13.Law and disputes

These terms are governed by Danish law, and disputes go to the Danish courts. Questions: [support@domain].