Terms of Service

Last updated: 17 May 2026

These terms govern your use of Merchant Buddy. By creating an account or connecting a store, channel, or messaging platform, you agree to them. Please read carefully — Section 13 limits our liability.

1. About Merchant Buddy

Merchant Buddy ("Merchant Buddy", "we", "us") provides software that helps online merchants answer customer questions using their own catalog, policy, and order data, including by drafting and sending replies on connected messaging channels such as Instagram. The dashboard, AI agent, website, plugins, and any related services are together referred to as the "Service". For questions about these terms, contact [email protected].

2. Eligibility and accounts

• You must be at least 18 years old and able to enter into a binding contract. If you are accepting these terms on behalf of a company, you confirm that you have authority to do so, and "you" then refers to that company.
• You are responsible for keeping your account credentials confidential and for all activity that occurs under your account.
• You must notify us promptly at [email protected] if you suspect unauthorized access.

3. The Service

Merchant Buddy lets you connect a store (such as WooCommerce) and one or more messaging channels (such as Instagram). Once connected, the Service ingests the data needed to answer questions, surfaces incoming conversations in the dashboard, and can draft or send replies on your behalf using a large language model.

We work to keep the Service available but do not guarantee uninterrupted access. We may add, change, or remove features, including those described on the website, with reasonable notice for material changes that affect paying customers.

4. Connected platforms

When you connect a third-party platform (for example WooCommerce, Meta / Instagram, or any other supported channel), you authorize Merchant Buddy to access the data needed to operate the Service. You are also subject to the terms and policies of those platforms — including Meta's Platform Terms when using Instagram — and you are responsible for maintaining whatever permissions, business verification, or account types those platforms require.

You may disconnect any connected platform at any time from your dashboard.

5. Fees and billing

Some features of the Service may require a paid subscription. If a plan you select includes fees, those fees, the billing cycle, and any usage limits will be shown to you at checkout and in your account. Unless stated otherwise:

• Fees are billed in advance for the selected period and are non-refundable except as required by law.
• Plans renew automatically until cancelled from the dashboard.
• We may change pricing for future billing periods with at least 30 days' notice.

Free tiers, trials, or evaluation access may be subject to additional limits and can be modified or ended at any time.

6. AI-generated content

7. Your content and customer data

You retain all rights to the data you provide to Merchant Buddy or that we collect on your behalf through connected platforms, including product data, knowledge base content, and customer conversations ("Your Content"). You grant Merchant Buddy a worldwide, non-exclusive, royalty-free licence to host, process, transmit, and display Your Content solely as needed to provide the Service, including transmitting relevant context to AI model providers to generate replies.

You confirm that you have the rights and consents necessary to share Your Content with us, including any personal data of your customers, and that your use of the Service complies with applicable law (including privacy and consumer-protection laws) and the policies of any connected platform.

8. Acceptable use

You agree not to use the Service to:

• Send spam, unsolicited bulk messages, or content that violates the policies of any connected platform.
• Send unlawful, harassing, defamatory, deceptive, fraudulent, or infringing content.
• Impersonate any person or misrepresent your affiliation with any business.
• Attempt to reverse-engineer, decompile, scrape, or extract source code or model weights from the Service.
• Interfere with or disrupt the integrity or performance of the Service or attempt to gain unauthorized access to it or related systems.
• Use the Service to develop a competing product or service.

We may suspend or terminate your access if we reasonably believe you are violating this section or harming other customers, the Service, or connected platforms.

9. Intellectual property

The Service, including all software, design, branding, and documentation, is owned by Merchant Buddy and its licensors and is protected by intellectual-property laws. Except for the limited right to use the Service granted in these terms, no licence is given to you in any of our intellectual property.

You may submit feedback or suggestions about the Service. We may use that feedback without restriction or obligation to you.

10. Confidentiality

Each party will protect the other's non-public information disclosed in connection with the Service with reasonable care and use it only as necessary to perform under these terms. This obligation does not apply to information that is or becomes public, was independently developed, or is required to be disclosed by law.

11. Term and termination

These terms apply for as long as you use the Service. You may stop using the Service and delete your account at any time from the dashboard or by following our Data Deletion Instructions.

We may suspend or terminate your access if you breach these terms, if we are required to by law, or if continuing to provide the Service is no longer commercially reasonable. We will give reasonable notice unless doing so would expose us or other customers to harm. On termination, all rights to use the Service end, and we will delete or return Your Content as described in our Privacy Policy.

12. Disclaimers

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

13. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, MERCHANT BUDDY AND ITS SUPPLIERS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR GOODWILL, ARISING OUT OF OR RELATING TO THE SERVICE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. OUR TOTAL LIABILITY FOR ANY CLAIM RELATING TO THE SERVICE WILL NOT EXCEED THE AMOUNT YOU PAID MERCHANT BUDDY IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM (OR ONE HUNDRED EURO IF YOU HAVE NOT PAID ANYTHING).

Nothing in these terms excludes liability that cannot be excluded by law, including for fraud, gross negligence, or willful misconduct.

14. Indemnification

You agree to indemnify and hold Merchant Buddy harmless from any claim, loss, liability, or expense (including reasonable legal fees) arising out of your use of the Service in breach of these terms, Your Content, or your violation of any law or third-party rights.

15. Changes to these terms

We may update these terms from time to time. For material changes, we will give reasonable notice in the dashboard or by email. Continuing to use the Service after a change takes effect means you accept the updated terms.

16. Governing law

These terms are governed by the laws of the jurisdiction in which Merchant Buddy is established, without regard to its conflict-of-laws rules. The courts of that jurisdiction have exclusive jurisdiction to resolve any dispute, except that either party may seek injunctive relief in any court of competent jurisdiction.

17. General

• If any provision of these terms is unenforceable, the rest remains in effect.
• Our failure to enforce a right is not a waiver of that right.
• You may not assign these terms without our written consent; we may assign them in connection with a corporate transaction.
• These terms, together with the Privacy Policy and the Data Deletion Instructions, are the entire agreement between you and Merchant Buddy about the Service.