Termini di servizio

These terms govern the use of ChatPuff, the hosted customer-support service at chatpuff.com, by the business that opens an account ("you", the "Merchant") and by the people it invites. ChatPuff is provided by Nikolaos Sarafoudis, a business registered in the Greek General Commercial Registry (G.E.MI.) under number 136183606000, VAT number EL113019620, with its registered office at 8 Nikolaou Plastira Str, 56334, Thessaloniki, Greece ("ChatPuff", "we"). Questions about these terms go to support@chatpuff.com.

1. Definitions

• Service: the ChatPuff web dashboard, the storefront chat widget, the back-office inbox, the native apps, the APIs and the emails they send.
• Integration: the ChatPuff module for PrestaShop and the ChatPuff plugin for WordPress and WooCommerce. They are published under open-source licenses and connect your shop to the Service.
• Organization: your account in ChatPuff, which holds your shops, your team and your billing.
• Shop: one storefront domain connected to the Service through an Integration.
• Team: the Owners, Admins and Staff you invite into your Organization.
• Customer: a visitor of your shop who chats through the widget.
• Plan: the free plan, a paid subscription or a trial, with the features and limits published on our pricing page.
• Credits: the units in which AI usage is measured and paid, as published on our pricing page.

2. Your account

• The Service is for businesses. By opening an account you confirm that you act for a business and that you may bind it to these terms.
• You give accurate information and keep it current. You keep your password and your team's access confidential, and you are responsible for what happens under your Organization's accounts.
• Owners manage the Organization, its shops, its team and its billing. Admins manage the shops they are given; Staff answer chats. You decide who gets which role, and you remove people who leave.
• Connecting a shop requires an authorized administrator of that shop's platform to start the connection from the Integration and an Owner to confirm it in ChatPuff. You connect only shops you operate.
• During the opening period of the Service we may limit the number of new accounts. When the places are taken, the sign-up page offers to tell you by email when a place opens; the address you leave is used only for that.

3. The Service

• ChatPuff lets your team answer your Customers' chats from your shop's back office, the dashboard or the native apps, in the interface languages we publish, with the availability and branding you configure.
• We improve the Service continuously. We may add, change or retire features. We announce changes that remove a feature you pay for at least 30 days ahead by email.
• Features marked as beta or preview may change or end without notice and are provided as they are.
• Notices from us about the Service appear under the bell in the dashboard and the native apps; the Owners may send notices to their own team the same way.
• The Integrations are licensed separately under their open-source licenses. They run on your servers under your control; keep them updated to the versions we support.
• The Service depends on your shop's platform and hosting. We are not responsible for failures of your shop, your hosting provider or the Integration's configuration on your servers.

4. Plans, payment and credits

4.1 Plans

• The free plan includes human chat without conversation limits. Paid plans add the features listed on the pricing page. Every shop is on exactly one plan; an Organization may combine free shops, single-shop subscriptions and multi-shop packages.
• Prices are in euros, excluding VAT. VAT is added where the law requires it. You provide a valid VAT number where applicable.
• Paid plans are billed in advance, monthly or annually, through our payment provider. A subscription renews automatically for the same period until you cancel it.
• We may change prices with at least 30 days' notice by email. The new price applies from your next renewal after the notice period. If you do not agree, cancel before that renewal.
• A feature we add to a plan at no extra cost reaches the subscriptions and trials already on that plan at once. A change of price or of a plan's allowances applies only from your next renewal after the notice above.
• For every payment we issue a receipt or an invoice as Greek law requires, through our e-invoicing provider, which transmits it to the Greek tax authority (myDATA). The Owners receive it by email and find it on the Billing page.

4.2 Trials

• The plans that the pricing page offers with a trial can be tried free for 14 days. A shop may start one trial per verified storefront domain, when an Owner with a confirmed email address activates it. No card is needed and nothing is charged unless you buy a plan.
• The trial unlocks the plan's features, except the premium AI models, and a small credit allowance that expires with the trial. Reinstalling, reconnecting, or connecting the shop to another account or Organization does not restart a trial.
• When the trial ends without a purchase, the shop returns to the free plan and keeps its history and settings.

4.3 Credits

• AI features use Credits. Paid plans with AI replies include a monthly allowance that resets every month, on annual plans too, without carrying unused Credits over. You may buy additional Credits ("top-ups") while a shop of your Organization has an active paid plan with AI replies. Top-ups belong to the Organization, do not expire, and are spent after the included allowance, only while a shop has such a plan. Deleting the Organization forfeits its unused Credits.
• We publish how many Credits one AI reply uses with each AI model, and how a very long reply is counted. We may change these prices with 30 days' notice. Prices apply to future usage only.
• When the Credits are used up, the AI features pause until the next reset or a top-up. Human chat and the other paid features continue.
• Top-ups are not refundable, except where the law requires it. Credits have no cash value and cannot be transferred to another Organization.

4.4 Failed payment, cancellation and refunds

• If a renewal payment fails, the shop returns to the free plan at once. Its history and settings are kept, and the paid features return as soon as a payment succeeds. Unused top-up Credits are kept and become usable again with a paid plan with AI replies.
• You may cancel a subscription at any time. It stays active until the end of the paid period, then the shop returns to the free plan. Periods already paid are not refunded, except where the law requires it.
• Cancelling a subscription or disconnecting a shop does not delete your account or your data. Section 9 explains deletion.

5. Your obligations

• You use the Service lawfully and for your own business. You do not use it to send unsolicited messages, to harass anyone, to distribute malware, to infringe rights, or to process data you are not entitled to process.
• You are the controller of your Customers' personal data. You give your Customers the privacy information the law requires, including a link to your privacy policy in the chat widget, and you have a lawful basis for the processing. Our data processing agreement governs how we process that data for you.
• Your team's messages are your responsibility. You make sure the people you invite are entitled to see the Customer data of the shops you give them.
• The dashboard shows the Owners, and the Admins of a shop, each team member's numbers in that shop (chats accepted and resolved, replies, waiting times) and the ratings Customers gave their chats. You inform your staff about this as the law requires.
• If you turn on the newsletter sign-up in the chat, you are the controller of the sign-ups. ChatPuff collects the Customer's consent with the exact text shown, confirms the address by email, keeps the record of the consent and gives you the list; you send the newsletter from your own tool, you honour the unsubscribe link in our emails and the requests you receive, and you comply with the law on electronic marketing.
• You do not attempt to circumvent access controls, rate limits or usage limits, to reverse-engineer the Service, or to resell it without a written agreement with us.
• You keep the Integration's credentials on your servers confidential and revoke them from ChatPuff if you suspect they are compromised.

6. AI features

• AI features generate answers from the shop knowledge you provide and select, from the details of the orders a Customer has verified in the conversation, and from the conversation. Generated answers can be wrong, incomplete or out of date. You review the knowledge you enable, you test answers before publishing them, and your team can take over any conversation at any time.
• AI answers are not legal, medical, financial or other professional advice, for you or your Customers.
• AI features are provided through third-party model providers named in our privacy notice. We choose providers that do not use your data to train their models. You may switch models or turn AI off per shop at any time.
• We may pause AI features for a shop when a provider is unavailable, when Credits are used up, or to prevent abuse. Human chat continues.

7. Intellectual property

• The Service, its software, its design and its documentation belong to ChatPuff or its licensors. These terms grant you a non-exclusive, non-transferable right to use the Service for your business while your account is active. The Integrations are licensed under their own open-source licenses.
• Your content stays yours: your shop knowledge, your branding and your conversations. You grant us the right to process it as needed to provide the Service and as described in the privacy notice and the data processing agreement.
• If you send us feedback or suggestions, we may use them without obligation to you.

8. Availability, security and support

• We aim to keep the Service available around the clock, but we do not guarantee uninterrupted availability. Planned maintenance that affects availability is announced ahead in the dashboard, in the native apps and by email to the Owners where possible. We do not offer a service-level agreement at this time.
• We protect the Service with appropriate technical and organizational measures, described in the data processing agreement. You report security problems to support@chatpuff.com.
• Support is provided by email at support@chatpuff.com during business hours in Greece, in English or Greek.
• To answer a support request or investigate a problem, our support staff may open one shop's conversations, read-only, for at most 24 hours, with a recorded reason. They cannot answer or change anything. The Owners see every such access, its reason and the conversations opened on the Activity page of the dashboard.
• You may report a problem from the bug button in the dashboard. What you write and the screenshot you attach are read by our staff to fix the problem and are kept for a year after the report is closed; do not include more personal data than the problem needs.

9. Term, suspension and termination

• These terms apply from the moment you open an account until it is deleted.
• You may delete your Organization at any time from the dashboard or by email. Deletion takes effect after 14 days, during which an Owner can cancel it by signing in. After that, the data is deleted according to our retention policy in the privacy notice, except records we must keep by law, and data we must preserve for a legal claim or at an authority's request, for as long as that lasts.
• An Organization on the free plan with no sign-in and no conversation for 12 months receives a notice by email and is deleted 30 days later unless someone signs in.
• We may suspend or end your access with notice if you breach these terms, if your use threatens the security or the availability of the Service for others, or if a payment is disputed. Where a breach can be remedied, we ask you to remedy it first, unless the risk requires immediate action.
• To protect the Service, we may pause automatically, until our staff review the case, the new chats of a shop on the free plan, new shop connections, or new trials of an Organization whose use goes beyond the limits we set against abuse. The Owners are told by email, and conversations already open continue.
• Sections 4.4, 7, 10 and 12 survive termination.

10. Warranties and liability

• We provide the Service with reasonable care and skill. To the extent the law allows, we make no other warranty, express or implied, including about fitness for a particular purpose or about results.
• To the extent the law allows, our total liability under these terms in any 12 months is limited to the amounts you paid us in those 12 months, and we are not liable for indirect or consequential loss, lost profits, lost sales or loss of data that you could have backed up through the exports we provide.
• Nothing in these terms limits liability for intent or gross negligence, for death or personal injury, or any liability that the law does not allow to be limited.
• You indemnify us against claims by third parties that arise from your content, your Customers' data or your breach of these terms, to the extent the law allows.

11. Changes to these terms

• We may change these terms. We announce material changes at least 30 days ahead by email to the Owners and in the dashboard. Using the Service after the change takes effect means you accept it. If you do not agree, you may end your subscription before the change takes effect.
• Changes required by law, or that add features without reducing your rights, may take effect immediately.
• The current version of these terms is always published at chatpuff.com. Each version carries a version number and a date.

12. Governing law and disputes

• These terms are governed by the laws of Greece. The courts of Thessaloniki, Greece, have exclusive jurisdiction, without prejudice to mandatory rules that give you the right to sue elsewhere.
• Before going to court, we both try to resolve a dispute in good faith by email within 30 days.
• If a provision of these terms is invalid, the rest remains in force. These terms, the pricing page, the privacy notice and the data processing agreement are the whole agreement between us about the Service.
• The Greek version of these terms is the authoritative text. The versions in other languages, English included, are translations: if one of them differs from the Greek version, the Greek version prevails.

13. Contact

Nikolaos Sarafoudis, 8 Nikolaou Plastira Str, 56334, Thessaloniki, Greece · G.E.MI. 136183606000 · VAT EL113019620 · support@chatpuff.com