Terms of Service

1. The service

Convexa is a software platform for online retailers. It connects to your store and channels (such as Shopify, Magento, Facebook, Instagram, WhatsApp, SMS and email) to provide analytics, customer relationship tools, AI-assisted content and replies, campaigns and automations (the "Service"). We may improve, change or discontinue features over time. If we remove a feature you rely on, we will try to give you reasonable notice.

2. Accounts

• You must provide accurate information and keep your login details secure. You are responsible for activity under your account, including by team members you invite.
• You must be at least 18 and authorised to bind your business.
• The Service is for business use, not for personal or household purposes.

3. Connected platforms

When you connect a third-party platform (for example a Shopify store or a Facebook Page), you authorise us to access and act on that platform on your behalf, within the permissions you grant. You must have the right to connect it. Your use of each platform remains subject to that platform's own terms and policies, including Meta's Platform Terms and Community Standards. We are not responsible for third-party platforms, their availability, or changes they make to their APIs. You can disconnect a platform at any time in Settings → Connections.

4. Your data

• You own the data you and your connected platforms provide to Convexa ("Customer Data").
• You grant us a licence to host, process and transmit Customer Data only as needed to provide, secure and support the Service, and to create de-identified data as described in our Privacy Policy.
• For personal data within Customer Data, you are the controller and we are your processor. We process it only on your documented instructions, which are these terms and your use of the Service's features. You are responsible for having a lawful basis and giving any notices required to your customers, including for marketing messages.
• You may export or delete your data, or ask us to, as described in the Data Deletion Instructions.

5. AI-generated content

The Service uses artificial intelligence to suggest replies, drafts and insights. AI output can be inaccurate or incomplete. You are responsible for reviewing content before you publish or send it, and for anything you choose to publish, including replies you allow the Service to approve automatically. Do not rely on AI output as professional, legal or financial advice.

6. Acceptable use

You must not use the Service to:

• send spam or messages to people without the consent the law requires (including under anti-spam and telemarketing laws such as the UK PECR, the US CAN-SPAM Act and TCPA, and Pakistani law);
• break the law, infringe others' rights, or publish content that is unlawful, deceptive, harassing or harmful;
• breach the terms of any connected platform, including Meta's messaging and automation policies;
• attempt to access another customer's data, probe or bypass our security, or overload the Service;
• reverse engineer the Service or use it to build a competing product.

We may suspend access if we reasonably believe you are breaching these rules or putting the Service or others at risk, and we will tell you why unless the law prevents us.

7. Fees

Paid plans are billed as described on your subscription page. Fees are exclusive of taxes unless stated otherwise. If payment is overdue we may suspend paid features after giving you notice. Except where the law requires otherwise, fees already paid are not refundable.

8. Our intellectual property

We own the Service, including its software, models, designs and documentation. These terms give you a limited, non-exclusive, non-transferable right to use the Service during your subscription. If you send us feedback, we may use it without obligation to you.

9. Confidentiality and security

Each party will protect the other's confidential information with reasonable care and use it only for the purposes of these terms. We maintain the security measures described in our Privacy Policy.

10. Warranties and disclaimers

We will provide the Service with reasonable skill and care. Apart from that, and to the extent the law allows, the Service is provided "as is" and "as available", without warranties of merchantability, fitness for a particular purpose or uninterrupted availability. We do not guarantee any particular business result.

11. Limitation of liability

To the extent the law allows: (a) neither party is liable for indirect or consequential loss, or for loss of profits, revenue, goodwill or data; and (b) each party's total liability under these terms in any 12-month period is limited to the fees you paid us in that period. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.

12. Indemnity

You will defend and compensate us for third-party claims arising from your Customer Data, the content you publish or send through the Service, or your breach of section 6, except to the extent the claim is caused by us.

13. Term and termination

These terms apply while you use the Service. You may stop using it and close your account at any time. We may end these terms with 30 days' notice, or immediately if you materially breach them and do not fix the breach after notice. When the terms end, your access stops; you may request an export of your data within 30 days, after which we will delete it in line with our Privacy Policy.

14. Changes to these terms

We may update these terms. We will give at least 14 days' notice of material changes by email or in the app. If you keep using the Service after changes take effect, the new terms apply.

15. Governing law

These terms are governed by the laws of Pakistan, and the courts of Pakistan have jurisdiction over disputes arising from them. This does not take away any mandatory protection you have under the laws of the country where your business is established, including in the United Kingdom or the United States.

16. General

You may not transfer these terms without our consent; we may transfer them as part of a merger, acquisition or sale of assets. If any part of these terms is unenforceable, the rest remains in effect. Failing to enforce a right is not a waiver of it. These terms, together with our Privacy Policy, are the entire agreement between us about the Service.

17. Contact

Convexa Retail
info@convexaretail.com (general and legal)
support@convexaretail.com (support and privacy)