Terms of Service

1. Acceptance of Terms

By installing, accessing, or using Convi ("the Service"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of a business, you represent that you have the authority to bind that business to these Terms. If you do not agree to these Terms, do not use the Service.

2. Description of Service

Convi is an AI-powered customer support and shopping assistant application for Shopify stores. The Service provides automated chat responses, product recommendations, order tracking, human agent handover, and analytics. Convi operates as a Shopify embedded application and accesses store data through the Shopify API.

3. Account and Eligibility

To use Convi, you must:

• Have an active Shopify store with a valid Shopify account
• Be at least 18 years of age or the age of majority in your jurisdiction
• Provide accurate and complete information during installation and setup
• Maintain the security of your account credentials

You are responsible for all activity that occurs under your account.

4. Subscription Plans and Billing

Convi offers multiple subscription plans, including a free tier. Paid plans are billed through Shopify's billing system on a recurring monthly basis. Key billing terms:

• Free Plan: Includes a limited number of AI replies per month at no charge. Usage beyond the limit will require upgrading to a paid plan.
• Paid Plans: Charged monthly through Shopify. Prices are listed on our pricing page and may be updated with 30 days' notice.
• Overages: If your usage exceeds your plan's included replies, additional replies may be charged at the overage rate specified in your plan, or the AI assistant may pause until the next billing cycle.
• Cancellation: You may cancel your subscription at any time by uninstalling the app from your Shopify admin. Cancellation takes effect at the end of the current billing period.
• Refunds: Refund requests are handled on a case-by-case basis. Contact us at [email protected] for assistance.

5. Acceptable Use

You agree not to use the Service to:

• Violate any applicable laws, regulations, or third-party rights
• Transmit harmful, fraudulent, deceptive, or misleading content through the chat widget
• Attempt to reverse-engineer, decompile, or extract source code from the Service
• Interfere with or disrupt the integrity or performance of the Service
• Use the Service to send unsolicited commercial messages (spam)
• Misrepresent AI-generated responses as human-written when legally required to disclose AI use

We reserve the right to suspend or terminate accounts that violate these terms.

6. AI-Generated Content

Convi uses artificial intelligence to generate responses to customer inquiries. While we strive for accuracy, AI-generated content may occasionally contain errors, inaccuracies, or incomplete information. You acknowledge that: (a) AI responses are generated based on the data you provide (product catalog, policies, knowledge base); (b) you are responsible for reviewing and maintaining the accuracy of your knowledge base and training data; (c) Convi does not guarantee that AI responses will be error-free or suitable for every customer interaction; and (d) you should configure human handover rules for sensitive topics such as legal, medical, or financial advice.

7. Intellectual Property

The Service, including its software, design, features, and documentation, is owned by Convi and protected by intellectual property laws. You retain ownership of your store data, product content, and knowledge base materials. By using the Service, you grant Convi a limited, non-exclusive license to use your data solely to provide and improve the Service. We do not claim ownership of your content.

8. Data and Privacy

Your use of the Service is also governed by our Privacy Policy, which describes how we collect, use, and protect your data. By using Convi, you consent to the data practices described in the Privacy Policy.

9. Service Availability and Modifications

We strive to maintain high availability but do not guarantee uninterrupted access to the Service. We may modify, suspend, or discontinue any part of the Service at any time with reasonable notice. Scheduled maintenance windows will be communicated in advance when possible. We are not liable for any downtime, data loss, or business impact resulting from service interruptions.

10. Limitation of Liability

To the maximum extent permitted by applicable law, Convi and its officers, directors, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, business opportunities, or goodwill, arising out of or in connection with your use of the Service. Our total liability for any claim arising from these Terms shall not exceed the amount you paid to Convi in the twelve (12) months preceding the claim.

11. Indemnification

You agree to indemnify, defend, and hold harmless Convi and its affiliates from any claims, damages, losses, or expenses (including reasonable attorney's fees) arising from: (a) your use of the Service; (b) your violation of these Terms; (c) your violation of any third-party rights; or (d) the content of your knowledge base or training data.

12. Termination

Either party may terminate this agreement at any time. You may terminate by uninstalling Convi from your Shopify store. We may terminate or suspend your access immediately if you breach these Terms. Upon termination, your right to use the Service ceases, and we will delete your data within 30 days in accordance with our Privacy Policy.

13. Governing Law and Disputes

These Terms shall be governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict-of-law principles. Any disputes arising from these Terms or the Service shall first be attempted to be resolved through good-faith negotiation for a period of thirty (30) days. If negotiation fails, disputes shall be resolved through binding arbitration administered by the ADR Institute of Canada under its Arbitration Rules. The seat of arbitration shall be Toronto, Ontario, Canada, and the language of arbitration shall be English. Judgment on the arbitration award may be entered in any court of competent jurisdiction. Nothing in this section prevents either party from seeking injunctive or other equitable relief in the courts of Ontario for the protection of intellectual property rights or confidential information.

14. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by posting the updated Terms on this page and updating the "Last updated" date. For significant changes, we may also notify you via email or in-app notification. Continued use of the Service after changes constitutes acceptance of the updated Terms.

15. Contact Us

If you have any questions about these Terms of Service, please contact us at: