Terms of Service

By accessing or using aserva AI ("Service"), you ("Merchant", "you", or "your") agree to be bound by these Terms of Service ("Terms") and our Privacy Policy. If you are using the Service on behalf of a company, you represent that you have authority to bind that company to these Terms.

These Terms govern your use of the aserva AI platform whether accessed via the web dashboard, the Shopify App Store, API, or embedded widget.

aserva AI provides an AI-powered customer service platform for e-commerce merchants, including but not limited to: automated AI chat responses, agent inbox and workflow tools, Shopify order management actions, analytics, and knowledge base management.

We reserve the right to modify, suspend, or discontinue any part of the Service at any time with reasonable notice. We will not be liable for any modification, suspension, or discontinuation.

• You must provide accurate and complete registration information.
• You are responsible for maintaining the security of your account credentials.
• You must notify us immediately of any unauthorized access to your account.
• Each organization account may have multiple user seats. You are responsible for all activity under your account.
• You must be at least 18 years old to use the Service.

When you connect a Shopify store to aserva:

• You authorize aserva to access and use the Shopify API data within the scopes you approve (orders, customers, products, returns, themes).
• You authorize aserva to execute commerce actions on your behalf (refunds, exchanges, discount creation, address changes, order cancellations) only when triggered by the AI on behalf of your customers, within limits you configure.
• You remain solely responsible for all orders, refunds, and customer interactions processed through your Shopify store.
• aserva is not responsible for errors in Shopify's API or data returned by Shopify.

The Service uses artificial intelligence to generate responses, drafts, and recommendations. You acknowledge that:

• AI-generated content may be inaccurate, incomplete, or inappropriate for specific contexts.
• You are responsible for reviewing AI-generated content before publishing or acting upon it.
• aserva does not guarantee the accuracy, completeness, or suitability of any AI-generated output.
• You must not use the Service to generate content that is illegal, deceptive, harassing, or violates third-party rights.

You agree not to:

• Use the Service for any unlawful purpose or in violation of any regulations.
• Attempt to reverse-engineer, decompile, or extract the source code of the Service.
• Use the Service to send spam, phishing messages, or unsolicited communications.
• Attempt to bypass rate limits, security controls, or access controls.
• Resell or white-label the Service without our written permission.
• Use the Service in any way that could damage, overburden, or impair our infrastructure.
• Upload malicious code, viruses, or other harmful content.
• Use the Service to process data of children under 13 without appropriate parental consent mechanisms.

Your use of the Service is subject to our Privacy Policy, which is incorporated into these Terms. You are responsible for ensuring that your use of the Service complies with all applicable data protection laws, including GDPR and CCPA, in your jurisdiction.

For the purposes of GDPR, aserva acts as a Data Processor for personal data of your customers that is processed through the Service, and you act as the Data Controller. A Data Processing Agreement (DPA) is available upon request at legal@aserva.ai.

We target 99.9% monthly uptime for paid plans, excluding scheduled maintenance windows (announced 24h in advance) and force majeure events. Uptime statistics are published at our status page.

Support is provided via email and in-app chat. Response times vary by plan: Free (best effort), Startup (48h), Growth (24h), Enterprise (4h business hours).

THE SERVICE IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE ERROR-FREE, UNINTERRUPTED, OR THAT AI-GENERATED CONTENT WILL BE ACCURATE OR COMPLETE.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, ASERVA AI SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF REVENUE, PROFITS, GOODWILL, DATA, OR OTHER INTANGIBLE LOSSES, ARISING FROM YOUR USE OF THE SERVICE.

OUR TOTAL CUMULATIVE LIABILITY TO YOU FOR ALL CLAIMS ARISING FROM OR RELATED TO THE SERVICE SHALL NOT EXCEED THE FEES YOU PAID TO ASERVA IN THE 12 MONTHS PRECEDING THE CLAIM.

You agree to indemnify, defend, and hold harmless aserva AI and its officers, employees, and agents from any claims, damages, losses, or costs (including reasonable legal 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) any content you process through the Service.

Either party may terminate at any time. You may cancel your subscription from the dashboard settings. We may suspend or terminate your account immediately for material breach of these Terms, with or without notice depending on severity.

Upon termination, your right to use the Service ceases immediately. We will retain your data for 30 days after termination, during which you may request an export. After 30 days, your data will be deleted in accordance with our Privacy Policy.

These Terms are governed by the laws of the State of Delaware, United States, without regard to conflict-of-law principles. Any disputes shall be resolved exclusively in the courts of Delaware, and you consent to personal jurisdiction in those courts.

We may update these Terms from time to time. We will notify you of material changes via email or in-dashboard notice at least 14 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the new Terms.

For questions about these Terms: