Terms of Service

Acceptance of Terms

By creating an account or using the Retenza platform, you confirm that you are at least 18 years old, have the legal authority to enter into this agreement on behalf of your organisation (if applicable), and agree to be bound by these Terms of Service.

If you do not agree to these terms, you must not access or use Retenza.

Description of Service

Retenza is a multi-tenant SaaS platform that provides AI-powered customer support automation for Shopify stores. The service includes:

• Automated reading and classification of inbound customer support emails
• AI-generated reply drafts using the Claude language model
• Integration with Shopify to fetch live order and customer data
• Agent review workflow for human oversight of AI-generated replies
• Analytics dashboard for support performance tracking
• Multi-language support for customer communications

We reserve the right to modify, suspend, or discontinue any feature of the service with reasonable notice.

Account Registration and Security

You must provide accurate, current, and complete information when registering. You are responsible for maintaining the confidentiality of your credentials and for all activities that occur under your account.

• Notify us immediately of any unauthorised use of your account at security@retenza.com
• Do not share your password or API keys with third parties
• Use strong, unique passwords and enable two-factor authentication where available
• Each organisation must have a valid email address and billing method on file

Subscription Plans and Payment

Access to Retenza requires a paid subscription (after any applicable free trial). Subscription fees are charged in advance on a monthly or annual basis.

• All prices are in USD and exclude VAT/GST where applicable
• Annual subscriptions are non-refundable except as required by law
• Monthly subscriptions may be cancelled at any time; access continues until the end of the current period
• We reserve the right to adjust pricing with 30 days' notice
• Failed payments may result in service suspension after a 7-day grace period
• EU customers may receive invoices with VAT applied at their country's rate

Free Trial

New accounts receive a 14-day free trial with full access to all features of the chosen plan. No credit card is required to start a trial.

At the end of the trial period, you will need to add a payment method to continue using the service. If you do not, your account will be downgraded and access to processed email data retained for 30 days.

Acceptable Use Policy

You agree to use Retenza only for lawful purposes and in compliance with these terms. You must not:

• Use the platform to process emails containing illegal content, harassment, or threats
• Attempt to circumvent usage limits or access controls
• Reverse-engineer, decompile, or extract source code from the platform
• Use the service to train competing AI models
• Process sensitive personal data (health, financial, biometric) without appropriate safeguards and written consent from us
• Resell or white-label the service without a written reseller agreement
• Misrepresent your identity or impersonate others when sending AI-assisted replies

Data Ownership and Processing

You retain ownership of all data you bring to Retenza, including customer emails, Shopify data, and knowledge base content. You grant us a limited licence to process this data solely to provide the service.

We process customer email data on your behalf as a data processor under GDPR. You are the data controller and are responsible for having a lawful basis for processing your customers' personal data.

AI-generated replies are produced on your behalf. You are responsible for reviewing and approving any automated reply before it is sent to your customers.

Intellectual Property

The Retenza platform, including its software, design, AI models, and documentation, is the intellectual property of Retenza Sp. z o.o. and is protected by copyright and other IP laws.

We grant you a limited, non-exclusive, non-transferable licence to use the platform during your subscription period. This licence does not include the right to sublicence or distribute the platform.

You retain all intellectual property rights in content you create or upload to the platform.

Service Level and Availability

We target 99.9% monthly uptime for the Retenza platform, excluding scheduled maintenance windows.

• Scheduled maintenance is communicated at least 24 hours in advance via status.retenza.com
• We do not guarantee uninterrupted access to third-party services (Shopify, Gmail, Stripe) that we integrate with
• Service credits may be issued for downtime exceeding SLA targets; details available on request

Limitation of Liability

To the maximum extent permitted by law, Retenza's total liability for any claim arising out of or related to these terms or the service shall not exceed the fees you paid in the 3 months preceding the claim.

We are not liable for indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of revenue, loss of data, or business interruption.

We are not responsible for the accuracy of AI-generated replies. You are responsible for reviewing AI drafts before sending them to customers.

Termination

Either party may terminate this agreement with 30 days' written notice. We may terminate immediately for material breach (e.g., non-payment after grace period, violation of the Acceptable Use Policy).

Upon termination: your access to the platform ceases, your data is retained for 90 days before deletion, and any outstanding invoices become immediately due.

Governing Law and Disputes

These Terms are governed by Polish law. Any disputes shall be subject to the exclusive jurisdiction of the courts of Toruń, Poland.

We encourage you to contact us at support@tryretenza.com before initiating any formal legal proceedings — most issues can be resolved amicably.