Dorelyo Terms of Service

1.Definitions

• Application — the Dorelyo software provided as a service (SaaS) at app.dorelyo.com, which gathers communication, orders, reviews and disputes from External Accounts into one inbox and helps handle them, including AI Features.
• Website — the Provider’s information site at dorelyo.com.
• Account — the Customer’s (shop’s) account in the Application created by registration.
• User — a natural person whom the Customer has given access to their Account (administrator, operator, team member, agency staff). Provisions about the Customer apply to Users accordingly.
• External Service — a third-party service, in particular selling platforms (Allegro, Amazon, eBay, Kaufland, eMAG) and e-mail providers.
• External Account — the Customer’s account with an External Service.
• Connection — linking an External Account to the Account, through which the Application accesses the External Account’s data and acts in it on the Customer’s behalf.
• Trial Period — the period after registration during which the Application is free of charge (section 5).
• Plan — the scope of features and limits of the Application under the Price List; at the time of issue of these Terms the plan offered is “MAX AI”.
• Price List — the current prices and limits published on the Website and at checkout in the Application. The Price List is not part of the Terms.
• Billing Period — a month or a year, as chosen by the Customer, for which the Fee is paid in advance.
• Fee — the remuneration for using the Application under the Price List, as a rule per User and Billing Period.
• AI Features — translations, reply drafts, summaries and other features that use language models.
• AI Tokens — the unit of consumption of AI Features (input and output tokens of every model call); the Plan sets a monthly allowance per Account.
• Business Days — days other than Saturdays, Sundays and public holidays in the Slovak Republic.
• Force Majeure — an extraordinary, unforeseeable and unavoidable event beyond a party’s control, in particular natural disaster, epidemic, war, cyber-attack including DDoS, failure of public infrastructure, or an act of a public authority.
• Agreement — the agreement on the provision of the Application concluded under these Terms, including the Data Processing Agreement (Appendix 1).

Headings are for orientation only and do not affect the interpretation of the Terms.

2.Conclusion of the Agreement and registration

1. The Agreement is concluded by registering an Account at app.dorelyo.com. Registration requires an e-mail address, a password, the shop name and the other details in the registration form; we may later ask for billing details.
2. By registering, the Customer declares that it is a business, uses the Application in the course of its business, has full legal capacity, and that the details given are true and current. A person registering an Account for a legal entity or another business declares that they are authorised to act for it.
3. The Terms are addressed to businesses only. The Customer acknowledges that the Agreement is of a professional nature for it and that consumer-protection provisions do not apply.
4. The Customer is responsible for keeping login details confidential and for everything done in its Account under its or its Users’ login details. Suspected misuse must be reported to us without undue delay.
5. During the Trial Period the Customer may have only one Account; creating several accounts to use the Trial Period repeatedly is prohibited.

3.The Application and the licence

1. For the term of the Agreement the Provider grants the Customer a non-exclusive, non-transferable, territorially unlimited licence to use the Application for its intended purpose — handling the Customer’s customer communication. The Customer may not sublicense; giving its own Users access to the Account is not a sublicence.
2. The Application is delivered through a web browser; nothing is installed. The Customer needs a device with internet access, a current version of a common browser, an e-mail address and access to the External Accounts it wishes to connect.
3. The Application complements External Services; it does not replace them. Its availability and features depend on the availability, interfaces and rules of External Services, which third parties may change at any time. The Provider will endeavour to accommodate such changes without undue delay but does not guarantee that every External Service feature will be available in the Application.
4. The Customer creates Users in its Account and sets their permissions (for example administrator, operator, team lead, channel visibility). A User with administrator rights acts in the Application with the same effect as the Customer, including changes to settings, Connections and the subscription. The Customer is liable for its Users’ acts as for its own.
5. Agency mode lets a Customer that manages other businesses’ shops work with several Accounts from one login. Access to another Account is possible only with its owner’s authorisation; the Customer that granted access is responsible for the agency’s acts in its Account.
6. Features marked “beta” or “preview” are made available for trial before completion; they may work in a limited way, change, or be removed at any time without compensation.

4.Connections to External Services

1. By connecting, the Customer authorises the Application to read data from the External Account (messages, orders, reviews, disputes) and to act in it on the Customer’s behalf (reply, send messages, change case status) to the extent the External Service allows. The Customer declares that it is entitled to make such a Connection.
2. The Customer is responsible for complying with the terms and rules of External Services, including rules on communication with buyers, response deadlines and the ban on unsolicited messages. The Provider is not liable for sanctions an External Service imposes on the Customer for the content or manner of its communication.
3. The Provider uses data obtained from External Services solely to provide the Application to the Customer and protects it as the External Service requires (section 10 and Appendix 1).
4. Fees do not include the costs of External Services. Using the Application may affect those costs (for example with paid messages or interface limits); the Customer bears them.
5. The Customer may end a Connection at any time in the Application or by revoking the authorisation in the External Service. On disconnection new data stops being fetched; conversations already in the Application remain until the Agreement ends.

5.Trial Period

1. After registration the Customer has a Trial Period of the length stated on the Website — 7 days at the time of issue of these Terms — during which the Application is free of charge within the Plan, subject to the limits in the Price List (at the time of issue at most 5 Users and 5 million AI Tokens).
2. The Trial Period is for getting to know the Application. It is prohibited to use it for regular or continuous operation without paying, to circumvent its limits, to create further Accounts to repeat it, or otherwise to delay the accrual of Fees. In case of breach the Provider may end the Trial Period, restrict or cancel the Account and refuse a further Trial Period.
3. Before the Trial Period ends the Customer activates a paid Plan in the Application: it chooses the number of Users, the Billing Period and the payment method. If no Plan is activated, access to the Application is restricted once the Trial Period ends; the Account’s data is kept for a further 30 days, during which a Plan can be activated or an export requested, after which the Account is deleted.
4. The Provider may extend the Trial Period at the Customer’s request or at its own discretion.

6.Fees and payment

1. The Price List sets the Fees, the Plan limits and any discounts. Prices are stated net of VAT; VAT is added at the rate applicable when the invoice is issued, where it applies.
2. The Fee is paid in advance for the Billing Period, per User. Payment is by card through the Stripe payment gateway or another method the Provider offers at checkout. By adding a card the Customer declares that it is entitled to use it and agrees to recurring charges of the Fees at the start of each Billing Period.
3. Users added during a Billing Period are charged pro rata to its end; on a yearly Plan the agreed price per User does not change until the period ends. Reducing the number of Users takes effect from the next Billing Period; no refund is made for the unused part of a paid period unless the law provides otherwise.
4. If a payment cannot be collected, the Provider retries and notifies the Customer. During the grace period shown in the Application the Application remains available; after it, the Provider may restrict access until payment. A restriction does not release the Customer from paying the Fees for the period in which the Plan was active.
5. Invoices are issued electronically and delivered by e-mail or made available in the Application, to which the Customer agrees. For late payment the Provider may claim statutory default interest.
6. A launch discount or other promotion in the Price List applies on the conditions stated with it; a discount marked as permanent stays with the Customer for as long as the subscription runs without interruption. The Provider may end a promotion for new Customers at any time.
7. The Provider may change the Price List. It will notify the Customer at least 30 days in advance by e-mail or in the Application; the new price applies from the first Billing Period starting after that notice period. A Customer that disagrees may terminate the Agreement before the change takes effect, with effect at the end of the current Billing Period.
8. If the Customer is required to withhold tax from a payment, it grosses the payment up so that the Provider receives the amount it would have received without the withholding.

7.AI Features and limits

1. The Plan includes a monthly allowance of AI Tokens for the whole Account (30 million tokens for the “MAX AI” plan at the time of issue of these Terms). Consumption counts every model call in the Account and is shown in the Application. Unused tokens do not carry over to the next month.
2. Once the allowance is used up, AI Features pause until the start of the next month; the rest of the Application keeps working. The Provider may offer a larger allowance for a Fee under the Price List.
3. AI output is machine-generated suggestion and may contain errors. The Customer checks it before sending it to a buyer and is fully responsible for what is sent. Automatic replies are switched on and configured by the Customer, who is responsible for their content and deployment.
4. AI Features may not be used to create content that breaks the law, infringes third-party rights or violates the rules of External Services.
5. The Provider delivers AI Features through the language-model provider named in the Privacy Policy and may change that provider or the model used, provided the quality of the AI Features does not materially deteriorate.

8.Rules of use

The Customer uses the Application in line with the law, good morals and these Terms. In particular, it is prohibited to:

• enter or send unlawful, offensive, misleading content or content that infringes third-party rights,
• send unsolicited commercial messages (spam) or act contrary to the rules of External Services,
• interfere with the security or operation of the Application, circumvent its limits and safeguards, or gain unauthorised access to others’ data,
• extract data from the Application by automated means outside its intended interfaces, reverse engineer, decompile or copy its code and design,
• make the Application available to third parties other than the Customer’s own Users, or resell or rent it,
• use the Application for an activity that requires a specific permit, without that permit.

Fair use

The Application runs on shared infrastructure. Use that markedly exceeds the ordinary load of comparable shops is considered excessive — in particular connecting External Accounts with an exceptionally large history, repeated bulk synchronisations, or generating load that degrades the service for other Customers. In such a case the Provider may, without prior consent, temporarily slow down or limit synchronisation, lower processing priority or pause the affected Connection; it will inform the Customer and propose a solution (a settings change, another Plan or an individual arrangement). Such a limitation is not a breach of the Agreement and gives no right to a refund of Fees.

Usage statistics

To develop the Application the Provider may use aggregate data about its use (such as the number of messages and tickets, or feature usage) without buyers’ personal data. Results are published only in aggregate form from which no individual Customer can be identified.

9.Availability, maintenance and support

1. The Provider delivers the Application with professional care and strives for its continuous availability. It does not guarantee uninterrupted availability; the Application may be temporarily unavailable for maintenance, fault repair or for reasons on the side of third parties. Unavailability of an External Service is not unavailability of the Application.
2. Planned maintenance that limits the Application is, where possible, carried out outside business hours and announced in advance in the Application or by e-mail.
3. Technical support is provided free of charge by e-mail at [email protected] on Business Days from 9:00 to 17:00 (CET/CEST). Support does not cover the settings of External Accounts and External Services, nor errors caused by the Customer’s own intervention. The Customer cooperates in resolving faults and supplies the necessary information.
4. A contractually guaranteed availability level (SLA) is not part of the Plan unless the parties agree otherwise in writing.

10.Customer data and personal data protection

1. Data the Customer enters into the Application or that arrives in it from its External Accounts remains the Customer’s data. The Provider uses it solely to provide the Application and perform the Agreement, keeps it confidential, and discloses it to no third party other than the processors listed in Appendix 1 and where the law requires.
2. For personal data of buyers and other people the Customer brings into the Application, the Customer is the controller and the Provider the processor. Their mutual rights and duties are set out in the Data Processing Agreement in Appendix 1, which is concluded together with the Agreement.
3. Personal data of the Customer and its Users is processed by the Provider as a controller to the extent described in the Privacy Policy published on the Website.
4. The Provider makes regular backups of the Application’s data to secure its operation. It does not back up data that remains solely in External Accounts and to which the Application merely has access.
5. The Customer may at any time during the Agreement and up to 30 days after its end request an export of its data in a common machine-readable format.

11.Intellectual property

1. The Application, the Website, their code, design, documentation, the Dorelyo logo and name are protected by copyright and other intellectual-property rights of the Provider or its licensors. The Agreement transfers no rights to the Customer other than the licence in section 3.
2. Ideas and feedback about the Application that the Customer gives the Provider may be used by the Provider free of charge to improve it.
3. The Provider may name the Customer (shop name and logo) as a reference only with the Customer’s prior consent, which the Customer may withdraw at any time by e-mail.

12.Liability

1. The Provider is not liable for damage caused by Force Majeure; by acts or omissions of third parties including External Services and their changes; by unavailability or errors of External Accounts; by the content of messages the Customer sends or receives; by disclosure of login details by the Customer or a User; by the Customer’s breach of the Terms; or by decisions the Customer made on the basis of AI Feature output.
2. The Provider is not liable for messages or data that could not be fetched from or delivered to an External Service where the cause is not on its side; such data remains available in the External Service.
3. The Provider’s total liability for damage under the Agreement is limited to an amount equal to three times the monthly Fee the Customer last paid (on a yearly Plan, the pro-rata share for three months). The Provider is not liable for lost profit, lost business opportunities, loss of goodwill, or indirect or consequential damage.
4. The limitations in this section do not apply to damage caused intentionally or by gross negligence, nor to the extent the law does not permit them.
5. The Customer is liable for the use of the Application by its Users and by anyone it gave access to. If a third party or authority raises a claim against the Provider in connection with how the Customer uses the Application or what it sends through it, the Customer will cooperate with the Provider and compensate it for reasonably incurred costs and damage.

13.Suspension of access

1. The Provider may suspend access to the Application or part of it if the Customer or a User breaches the Terms or there is reasonable suspicion of a breach; if the Customer is in arrears after the grace period; if registration details are untrue; if the use threatens the security or stability of the Application or the service to other Customers; or if a decision of a public authority or the law requires it.
2. The Provider informs the Customer of the suspension and its reason without undue delay by e-mail or in the Application, and restores access once the reason has ceased. Fees continue to accrue during a suspension caused by the Customer.

14.Complaints

1. The Customer submits a complaint about defects of the Application or incorrectly charged Fees by e-mail to [email protected] without undue delay after discovering them, and within 60 days of the cause arising at the latest. The complaint states what it concerns, when and how the issue appeared, and the proposed remedy.
2. The Provider resolves the complaint within 30 days of receipt and informs the Customer of the outcome by e-mail. An upheld billing complaint is settled by a credit note or by set-off in the next Billing Period.

15.Term and termination

1. The Agreement is concluded for an indefinite term. The Customer may terminate it at any time by cancelling the subscription in the Application (in subscription management) or by e-mail to [email protected]; a paid Plan ends when the paid Billing Period expires, free access ends immediately. Deleting the Account in the Application ends the Agreement.
2. The Provider may terminate the Agreement with 30 days’ notice by e-mail to the Customer’s address; for a paid Plan it refunds the pro-rata Fee for the unused period.
3. Either party may withdraw from the Agreement with immediate effect on a material breach by the other party (in particular non-payment of Fees, breach of the rules of use or of data protection) that the breaching party does not remedy within 7 days of a written request; no request is needed for a breach that cannot be remedied or that threatens security.
4. When the Agreement ends, the licence and the Data Processing Agreement end and the Customer loses access to the Account. Within 30 days of the end the Customer may request an export of its data; after that the Provider deletes the Account’s data, except what it must keep by law or to defend legal claims.
5. Termination does not release the Customer from paying Fees due up to the day the Agreement ends.

16.Changes to the Terms

1. The Provider may amend the Terms, in particular because of changes in the law, the Application’s features, External Services or suppliers’ conditions.
2. The Provider notifies Customers at least 14 days before an amendment takes effect, by e-mail or a notice in the Application, together with the new wording. A Customer that disagrees may terminate the Agreement before the effective date, with effect at the end of the current Billing Period; the previous wording applies until then. If the Customer does not terminate, the amendment becomes binding on the effective date.
3. Amendments that only add features, correct obvious errors or do not reduce the Customer’s rights may take effect on publication.

17.Final provisions

1. The Agreement and the Terms are governed by the law of the Slovak Republic, in particular the Commercial Code. The UN Convention on Contracts for the International Sale of Goods does not apply.
2. Disputes that cannot be settled amicably are decided by the courts of the Slovak Republic with local jurisdiction according to the Provider’s registered office.
3. If any provision of the Terms is invalid or unenforceable, the remaining provisions stay in force; the invalid provision is replaced by a valid one closest to its purpose.
4. The Customer may not assign rights and obligations under the Agreement to a third party without the Provider’s consent. The Provider may assign the Agreement to a legal successor or to a company that takes over the operation of the Application, and will inform the Customer.
5. The Terms are drawn up in Slovak; translations are for information only and in case of conflict the Slovak wording prevails.
6. Appendix 1 — the Data Processing Agreement — forms an integral part of the Terms.
7. These Terms take effect on the date stated in their heading.