Terms of Service

1. Acceptance of Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("User," "you," or "your") and Rosel Group LTD., a limited liability company registered in Sofia, Bulgaria (UIC/EIK 206801487), operating under the trade name Emporiqa ("we," "us," or "our"), regarding your access to and use of our e-commerce online-salesperson platform (also described in marketing materials as a chat assistant for e-commerce) and related services (the "Service").

By accessing or using our Service, you agree to be bound by these Terms. If you disagree with any part of these Terms, you may not access the Service.

2. Description of Service

Emporiqa provides an e-commerce chat assistant platform that offers:

• Product discovery and search using vector embeddings
• 24/7 automated customer support
• Optional order tracking via store-provided API endpoint (HMAC-signed requests)
• Human handoff with confidence-based escalation to your support team
• In-chat cart operations: customers can add products to cart, update quantities, and proceed to checkout directly from the conversation
• Conversion tracking: chat session to purchase attribution, revenue dashboard, and order.completed webhook integration
• Customer satisfaction (CSAT): post-chat thumbs up/down ratings with aggregate scores on the dashboard
• Proactive chat triggers: behavior-based engagement (time on page, pages viewed, checkout page), configurable per store with rate limiting
• Chat widget interface with support in 65+ languages
• Official extensions for Drupal Commerce, WooCommerce, Sylius, PrestaShop, Shopware, and Magento 2 / Adobe Commerce, plus a generic webhook API for custom integrations
• Analytics dashboard with conversion funnel, widget engagement metrics, and conversation activity
• Customizable chat widgets and branding options
• Vector database-powered semantic search
• Complete platform management dashboard with product and page viewing
• Unlimited team member management with role-based access controls
• Chat history management with 90-day retention and full conversation access
• Billing management with invoice viewing and plan switching
• Store and account management including suspension and activation controls
• Activity logging and audit trails for all store-related activities
• User profile management allowing members to update their information

3. Account Registration and Eligibility

To access our Service, you must:

• Be at least 18 years old or have legal capacity to enter into contracts
• Provide accurate, current, and complete information during registration
• Maintain the security of your account credentials
• Accept responsibility for all activities under your account
• Notify us immediately of any unauthorized use of your account

4. Subscription Plans and Billing

4.1 Subscription Tiers

We offer the following subscription plans:

• Pay-as-you-go ($0/month base + $0.25/conversation): No monthly base fee. Each new account receives a one-time $25 signup credit, granted automatically when the store goes live on a verified production apex domain. The credit covers approximately 100 conversations and does not expire while the account remains active. After the credit is exhausted, conversations are billed at $0.25 each. A default monthly spending cap of $59 applies and can be raised or lowered from your billing dashboard; once the cap is reached, the chat widget pauses on the storefront for the rest of the billing period. AI model costs are bundled (no bring-your-own-key). No payment method is required at signup; a valid card on file is only required when the signup credit is exhausted (or to raise the spending cap). There is no trial deadline. See section 4.5 for signup-credit details and section 4.6 for widget-pause and auto-suspend behavior.
• Enterprise Plan (Custom pricing): Custom volume commitments, dedicated support, custom integrations, and SLA guarantee. Contact us for a quote.

All paid plans include: Complete platform management access, 90-day chat history retention, conversion tracking with revenue attribution, customer satisfaction (CSAT) ratings, proactive chat triggers, in-chat cart operations, billing dashboard, activity logs, store management controls, and unlimited team member access with role-based permissions.

4.2 Conversation Counting and Usage Billing

What counts as a conversation: A conversation is one customer chat session. Multiple messages exchanged within the same session count as one conversation. A new conversation is counted when a customer returns to the chat after 24 hours of inactivity. Proactive chat triggers that do not receive a response from the customer are not counted as conversations.

• Signup credit: Each new account receives a one-time $25 signup credit, granted automatically when the store goes live on a verified production apex domain. The credit applies before any conversations are billed and does not expire while the account remains active. No payment method is required at signup.
• Per-conversation rate: On the Pay-as-you-go plan, each billable conversation is charged at $0.25 once the signup credit is exhausted. There is no monthly base fee and no included allowance beyond the signup credit — you only pay for conversations that occur after the credit is used. Rates may change with 30 days' notice in accordance with section 4.3.
• Monthly spending cap: A default monthly cap of $59 applies to every Pay-as-you-go account. You can raise or lower the cap at any time from your billing dashboard. Once the cap is reached, the chat widget pauses on the storefront for the rest of the billing period (see section 4.6 for propagation timing). The cap protects you against unexpected usage spikes.
• AI model costs: All AI model usage costs are bundled into the per-conversation rate. We do not offer or support bring-your-own-key (BYOK) arrangements; you are not separately billed by any AI model provider.
• Payment method: No payment method is required at signup. A valid card on file is only required once the $25 signup credit is exhausted (to continue serving conversations) or earlier if you choose to raise the spending cap above the default. We may suspend Service charges if the payment method later becomes invalid or a charge fails.
• Usage invoicing: Per-conversation charges (after the signup credit) are calculated at the end of each billing cycle and invoiced to your payment method on file. You can review accumulated usage at any time in your platform billing dashboard.
• Usage notifications: You will receive email notifications as your signup credit nears exhaustion and as your monthly usage approaches and reaches your spending cap, so you can add a card, raise the cap, or take other action.
• No trial deadline: The signup credit is not a time-limited free trial. There is no deadline by which a card must be added. The widget continues operating on credit until the credit runs out; if no card is on file when the credit runs out, the widget pauses (the chat bubble disappears from the storefront) and resumes once a card is added — see section 4.6.
• Measurement and dispute: Conversation counts are measured by Emporiqa's platform and reported to our payment processor for billing. If you believe a charge is incorrect, contact us at [email protected] within 30 days of the invoice date.

4.3 Billing and Payment

• Monthly billing only: Subscription fees are billed monthly in advance (yearly billing is not currently available)
• All fees are non-refundable except as required by law or as provided in these Terms
• You may be entitled to a partial or full refund in accordance with applicable consumer protection laws
• We may change subscription prices with 30 days' notice
• Failure to pay may result in service suspension or termination
• You are responsible for all taxes associated with your subscription
• Payment processing: All payments are securely processed through Stripe with automatic monthly renewals
• Invoice access: All invoices and payment history are accessible through your platform billing dashboard

4.4 EU Right of Withdrawal

If you are a consumer in the European Economic Area, you may have a right to withdraw from your subscription within 14 days of purchase under EU Directive 2011/83/EU. However, by subscribing and accessing the Service, you expressly consent to the immediate provision of the digital service and acknowledge that this may affect your right of withdrawal once the service has been fully performed. To exercise your withdrawal right where applicable, contact us at [email protected].

4.5 Signup Credit

We grant a one-time $25 signup credit to each new account on the Pay-as-you-go plan. The credit is applied automatically when the store first goes live on a verified production apex domain (not on test, staging, or development hostnames). At $0.25 per conversation, the credit covers approximately 100 conversations. No payment method is required at signup, and there is no trial deadline.

The signup credit is granted once per verified production apex domain and does not expire while the account remains active. Credit balance is visible in your billing dashboard. If you add a card before the credit is exhausted, the credit is consumed first; per-conversation billing begins only after the credit reaches zero. The credit is non-transferable, has no cash value, and cannot be refunded.

4.6 Widget Pause and Account Suspension

When the $25 signup credit is exhausted and no valid payment method is on file, the chat widget pauses on your storefront (the chat bubble is no longer rendered to shoppers). Your account, catalog data, conversation history, dashboard access, and configuration are preserved. Adding a valid card on file resumes the widget immediately. No charges are made until a card is added and additional conversations are served.

• Widget pause on credit exhaustion: If no card is on file when the signup credit reaches zero, the chat widget pauses on the storefront. Existing conversations already in progress complete normally; no new conversations are served until a card is added.
• Up to ~5 minute propagation: The chat widget configuration is cached for performance. After the cap is reached or the credit is exhausted, the widget stops appearing on new page loads within about 5 minutes. Pages that were already open in a shopper's browser at the moment the cap was hit may still allow a small number of conversations to start until that page is refreshed or navigated away from — their browser already has a cached copy of the widget. Any conversations that start during that propagation window are billed at the normal $0.25 rate. The cap is therefore a soft ceiling rather than a hard cutoff.
• Data preservation during pause: Your products, store pages, conversation history, analytics, team members, and widget configuration are retained while the widget is paused. Sync continues to receive catalog updates from your store.
• Resuming the widget: Adding a valid payment method from your billing dashboard resumes the widget. You may also raise the spending cap at this point if you expect higher volume.
• Auto-suspend after 12 months of inactivity: If an account records zero billable conversations and no dashboard logins for 12 consecutive months, we will send a 30-day email notice to the account owner and then suspend the account. A suspended account can be reactivated by contacting [email protected] or by logging back in within the notice period.
• Effect of suspension: A suspended account stops syncing, the widget remains paused, and after a further retention window described in section 13, account data may be deleted in accordance with our data retention policy.

5. Acceptable Use Policy

You agree not to:

• Use the Service for any illegal or unauthorized purpose
• Violate any applicable laws or regulations
• Infringe upon intellectual property rights of others
• Transmit viruses, malware, or other harmful code
• Attempt to gain unauthorized access to our systems
• Reverse engineer, decompile, or disassemble the Service
• Use the Service to compete with us or develop competing products
• Share your account credentials with third parties
• Exceed usage limits specified in your subscription plan
• Attempt to manipulate or abuse the AI systems
• Use the Service for resale or white-label purposes without written permission
• Use the Service in a manner that could damage, disable, overburden, or impair our servers
• Use the Service for stores selling illegal, counterfeit, or heavily regulated products without appropriate compliance
• Intentionally feed data designed to make the AI generate harmful, misleading, or illegal content

6. Team Management and User Access

6.1 Unlimited Team Members

All subscription plans include unlimited team member access at no additional cost. You may add, remove, and manage team members through your platform dashboard.

6.2 Role-Based Access Control

Team members can be assigned one of two access levels:

• Owner: Full access to everything including billing, team management, store settings, and all business features
• Team Member: Can help customers, view products and store pages, see chat history and reports, but cannot manage team members, billing, or store settings

6.3 Team Member Responsibilities

• Store owners are responsible for all activities performed by their team members
• Team members must keep their login information secure and private
• Store owners must remove access for team members who no longer work for them
• Team members can update their own profile information
• Inappropriate use by any team member may result in account suspension

6.4 Store Integration and Management

Store owners (Owner role) can:

• Connect your store: Set up secure connections and sync your store information with our platform
• Manage data updates: Configure how your products and store pages stay updated automatically
• Monitor store connection: Track connection status and resolve any issues with data syncing
• Add chat to website: Generate and manage the chat widget code for your website
• Control store settings: Manage account status, preferences, and operational settings

6.5 Platform Access by Role

All team members can:

• View your store's products and pages
• Access customer chat conversations and 90-day chat history
• View business reports and activity logs
• Update their own profile information

Owner-only features:

• Access billing information, invoices, and manage subscription
• Manage team members (invite, remove, assign access levels)
• Configure store settings and connection setup
• Manage store account status and operational controls
• Customize chat widget appearance and settings

7. Integration Endpoints and Rate Limits

Our integration surface consists of: (a) webhook endpoints on our platform that your store pushes product, page, and order events to using an HMAC-signed request; (b) an embeddable chat widget script served from our platform; and (c) an optional outbound HTTPS call to an order-tracking endpoint you host, for answering customer order-status questions. We do not operate an inbound REST API that you consume for general integration.

Use of these integration endpoints is subject to the following terms:

• Integration endpoints are intended only for transmitting data from your own store to the Service
• We apply plan-based rate limits on webhook traffic to ensure fair usage
• Traffic that exceeds rate limits may be temporarily rejected with an HTTP 429 response
• You must not use our endpoints to attempt to retrieve data belonging to other merchants or to probe our systems
• We may revoke your webhook signing secret and require re-issuance if it is compromised or misused
• Webhook event schemas and endpoint URLs may change with reasonable advance notice

8. Data and Privacy

Your privacy is important to us. Our collection and use of your personal information is governed by our Privacy Policy, which is incorporated by reference into these Terms. Privacy Policy,

8.1 Your Data

• You retain ownership of your business data and content
• You grant us necessary rights to process your data to provide the Service
• You are responsible for the accuracy and lawfulness of data you provide
• You must comply with applicable data protection laws
• The webhook signing secret we issue for your store is stored encrypted at rest (Fernet) and is only used to verify HMAC signatures on webhook requests your store sends to our platform

8.2 Chat History and Customer Data

<strong>Chat History Retention:</strong> All customer conversations are stored and accessible through your platform for 90 days from the date of the conversation. After 90 days, chat history is automatically deleted from our systems.

When processing customer data on your behalf, we act as a data processor. You remain the data controller and are responsible for obtaining necessary consents and providing appropriate privacy notices to your customers.

8.3 Platform Activity and Analytics

We collect and store activity logs, usage analytics, and performance metrics including:

• Product and page sync statistics
• Chat session and message volume tracking
• Conversion funnel metrics (chat sessions, cart adds, checkouts, completed purchases)
• Chat-attributed revenue and order tracking
• Customer satisfaction (CSAT) scores and feedback
• Widget engagement metrics (loads, opens, unique visitors, engagement rates)
• Proactive trigger performance (triggers fired, customer responses)
• Conversation usage tracking
• Team member activity and access logs
• Billing and subscription usage data

8.4 GDPR and International Privacy Compliance

If you are located in the European Economic Area (EEA) or process personal data of EU residents through the Service, you are the controller and Emporiqa is the processor under Art. 28 of the General Data Protection Regulation (GDPR). We also comply with other applicable privacy laws, including the California Consumer Privacy Act (CCPA) where applicable. A Data Processing Addendum (DPA) incorporating the Standard Contractual Clauses is available on request by contacting us at [email protected].

8.5 Data Processing

Our systems process your data to provide responses and recommendations. This includes:

• Generating vector embeddings for semantic search
• Processing conversations in multiple languages
• Aggregating operational metrics (conversation volumes, token counts) for billing and capacity planning — we do not use the content of customer chats to improve responses or train AI models
• Storing conversation context for better customer experience (90-day retention)

8.6 AI Disclosure to End-Users

You acknowledge that the chat widget serves AI-generated responses to your customers. You are the deployer of the AI system under Article 50 of the EU AI Act (where applicable) and are responsible for informing your visitors that they are interacting with an automated assistant. Other jurisdictions may impose similar disclosure obligations.

Any attribution displayed by the chat widget (where applicable) is not a substitute for the AI-interaction disclosure you owe your visitors under applicable law. You should incorporate such disclosure into the widget's greeting message, an explicit chat intro, or elsewhere in your store's user experience.

9. Intellectual Property

9.1 Our IP Rights

Emporiqa and all related technology, software, algorithms, and content are owned by us and protected by intellectual property laws. You receive a limited, non-exclusive license to use the Service according to these Terms.

9.2 Your IP Rights

You retain ownership of your trademarks, content, and business data. By using our Service, you grant us a license to use your data solely to provide and improve the Service.

9.3 Reseller and White-label Restrictions

The Service is licensed for your internal business use only. You may not resell, white-label, or sublicense the Service to third parties without our prior written consent. Any such use requires a separate agreement.

10. Service Availability and Support

10.1 Service Level

We strive to maintain 99.9% uptime but do not guarantee uninterrupted service. This uptime goal is not a service level guarantee and does not entitle users to compensation. Planned maintenance will be communicated in advance when possible.

10.2 Support

• Email support is provided for all subscription plans
• Priority support is available for Enterprise plans
• Our team generally operates Monday-Friday, 9 AM - 6 PM EET (Sofia, Bulgaria). Response times may vary and are not guaranteed

10.3 Third-party Services

The Service relies on third-party subprocessors (including a payment processor, an LLM provider, a CDN/edge network, an error-tracking provider, and a cloud hosting provider — see our Subprocessors page). We are not responsible for outages or failures originating with those subprocessors beyond our use of them. Your store may also integrate with our official platform extensions (Drupal Commerce, WooCommerce, Sylius, PrestaShop, Shopware, Magento 2 / Adobe Commerce), which are first-party code we publish.

11. Beta Features and Experimental Tools

We may offer access to beta or experimental features. These features are provided "as is" and may be changed, modified, or removed without notice. Beta features may contain bugs, errors, or other issues and should not be used in production environments without thorough testing.

12. Termination

12.1 Termination by You

You may cancel your subscription at any time through your account settings. Cancellation will be effective at the end of your current billing period.

12.2 Termination by Us

We may suspend or terminate your account for violation of these Terms, non-payment, or other reasons with appropriate notice.

12.3 Effect of Termination

Upon termination, your access to the Service will cease. Data retention after termination follows these specific periods:

• Account Recovery: Account data retained for 30 days for potential reactivation
• Chat History: Customer conversations follow standard 90-day retention from conversation date
• Billing Records: Invoice and payment data retained for 7 years for legal and tax purposes
• Product/Page Data: Synchronized store data deleted immediately upon termination
• Analytics Data: Usage statistics and activity logs retained for 2 years unless longer retention is required by law
• Team Member Data: User profiles and access logs retained according to our Privacy Policy

<strong>Store Suspension:</strong> If your store is suspended rather than terminated, data is preserved according to normal retention periods and can be fully restored upon reactivation.

12.4 Service Discontinuation

In the event that we discontinue the Service, we will provide at least 30 days' advance notice via email to all active subscribers. During this notice period, you will be able to export your data (product catalog, page content, and available chat history) through the platform. Any prepaid subscription fees for unused periods following the discontinuation date will be refunded.

13. Disclaimers and Limitations

13.1 Service Disclaimer

THE SERVICE IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND. WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

13.2 Chat Assistant Limitations and User Responsibility

Emporiqa does not guarantee the accuracy of chat assistant responses. You are responsible for reviewing and validating responses before they reach your customers. Responses are generated using language models and may occasionally contain inaccuracies, hallucinations, or inappropriate content.

13.3 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR LIABILITY SHALL NOT EXCEED THE AMOUNT YOU PAID FOR THE SERVICE IN THE 12 MONTHS PRECEDING THE CLAIM. WE SHALL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES.

14. Indemnification

You agree to indemnify and hold us harmless from any claims, damages, or expenses arising from your use of the Service, violation of these Terms, or infringement of third-party rights.

15. Governing Law and Disputes

These Terms are governed by the laws of the Republic of Bulgaria. Any disputes will be resolved in the courts of Sofia, Bulgaria. To the maximum extent permitted by applicable law, you waive any right to participate in class action lawsuits or class-wide arbitration.

Consumer protection: Nothing in these Terms shall limit any rights you may have as a consumer under applicable mandatory consumer protection laws in your jurisdiction. If you are a consumer in the European Union, you retain the right to bring proceedings in the courts of your country of residence.

16. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes by email or through the Service. Your continued use after changes constitutes acceptance of the new Terms.

17. General Provisions

• Entire Agreement: These Terms constitute the entire agreement between you and us
• Severability: If any provision is invalid, the remainder remains enforceable
• Assignment: We may assign these Terms; you may not without our consent
• Waiver: Failure to enforce any right does not waive that right
• Force Majeure: We are not liable for delays due to circumstances beyond our control
• Governing Language: These Terms are published in English. Translations into other languages may be provided for convenience only; in case of any discrepancy or inconsistency between the English version and any translation, the English version shall prevail.

18. Contact Information

If you have questions about these Terms, please contact us: