Terms of Service

These terms apply to every use of Ordra, the customer support tool for Shopify stores provided by Ordra, [Street and number], [Postcode] [City], Netherlands, registered with the Dutch Chamber of Commerce (KvK) under number [KvK number] (“Ordra”, “we”, “us”). They’re the agreement between Ordra and the business that creates a workspace (“you”). By creating an account, starting a trial or paying for a plan, you accept them. If you accept them for a company, you confirm that you may bind it.

Ordra is for businesses only. You use it for your trade or business, not as a consumer, so the rules that protect consumers don’t apply.

Where a separate written agreement with us, such as for Enterprise, says something different, that agreement wins. Your own general terms don’t apply.

Ordra reads the support emails your store forwards to it, looks up the orders in Shopify and drafts replies. For the types of request you put on Auto, it also sends replies and takes actions in your store, such as changing an address, creating a return or issuing a refund, within the rules you set.

We keep developing Ordra and may change or remove features. We won’t substantially reduce what your plan includes during a period you’ve paid for.

• Give us correct details, including your billing details, and keep them up to date.
• Signing in depends on your email account (or Google account), so keep that secure. Tell us right away at business@ordra.xyz if you suspect misuse.
• You decide who joins your workspace and with which role, and you’re responsible for what your team does in Ordra.

Ordra uses AI to read requests and write replies. AI can get things wrong: it can misread a request or write a reply that isn’t quite right. That’s why you stay in charge:

• In Draft, nothing goes to a customer until someone in your team approves it. Every workspace starts in Draft.
• On Auto, Ordra replies and acts on its own, but only for the types of request you put on Auto and within your rules, such as limits on refunds.
• You choose the modes and rules, and you’re responsible for them, for your store’s policies towards your customers, and for the replies and actions Ordra sends or takes in line with them. Check its work regularly, especially after changing your rules.

Replies and other output Ordra creates for you are yours to use.

• By connecting a store, you allow Ordra to read its data and take actions through Shopify’s API, within the permissions shown when you install. You can disconnect at any time by uninstalling Ordra in Shopify.
• Shopify’s own terms apply to your store. We’re not responsible for Shopify’s availability or for changes Shopify makes to its platform.
• Only forward mailboxes you’re entitled to use. Ordra sends replies on your behalf: from your support address once your domain is verified, and until then from an Ordra address with replies going to you.

You may not use Ordra to:

• break the law or infringe the rights of others;
• send spam, marketing or other email people didn’t ask for: Ordra only replies to customers who wrote to you;
• deceive people, for example by pretending to be someone else;
• test or break Ordra’s security, overload it, or reach data that isn’t yours;
• copy, resell or reverse engineer Ordra, or build a competing product with it.

If you do, we may suspend your workspace, after warning you first where we can.

A trial is free and needs no payment details. It runs for 14 days or 250 tickets, whichever comes first, with up to 3 stores. After that, Ordra stops reading tickets until you choose a plan; your inbox, data and settings stay.

• Plans and prices are on our website. Prices are in euros and exclude VAT.
• We charge 21% Dutch VAT, except to businesses in another EU country with a valid VAT number (VAT reverse-charged) and to customers outside the EU.
• Plans are paid in advance, per month or per year, through our payment provider Mollie. You authorise us to charge renewals, extra tickets and upgrades to the payment method you paid with.
• Each plan includes a number of tickets per month, on yearly plans too. A ticket is a conversation Ordra reads; follow-up messages in the same conversation don’t count again.
• Above that, Ordra keeps going at your plan’s price per extra ticket, up to the monthly maximum you set (by default half your plan’s monthly price). At that maximum, Ordra takes on no new tickets until the next month. Extra tickets are charged after the month ends; amounts under €0.50 aren’t charged.
• Every payment gets an invoice, which you can download in your settings.
• If a payment fails, Mollie tries again and Ordra keeps working. If it’s still unpaid after 14 days, Ordra stops reading tickets until it’s paid.
• We may change our prices. We tell you at least 30 days in advance; the new price applies from your next billing period, and you can cancel before then.

• A bigger plan with the same billing period starts right away; we charge the difference for the rest of the current period.
• A smaller plan, or switching between monthly and yearly, starts when the current period ends.
• You can cancel at any time in your settings. Your plan then runs until the end of the period you’ve paid for and isn’t renewed. Until then, you can undo the cancellation.
• We don’t refund payments for the rest of a period.

Your data stays yours: your store’s data, your customers’ emails, your rules and your brand voice. You allow us to use it only to provide Ordra to you. We don’t use it to train AI models. We may use counts and statistics that don’t identify you or anyone else to improve Ordra.

For personal data about your customers, you’re the controller and we’re your processor. This section is our data processing agreement under article 28 of the GDPR:

1. We process the data only to provide Ordra, on your instructions: these terms and the settings and rules you choose. If we think an instruction breaks the law, we tell you.
2. Everyone at Ordra with access to the data is bound to confidentiality.
3. We take appropriate security measures, described in our Privacy Policy.
4. You allow us to use the sub-processors listed in our Privacy Policy. We tell you at least 30 days before we add or replace one; if you object, you can end the agreement before the change.
5. Transfers outside the EU are covered by the EU-US Data Privacy Framework or the Standard Contractual Clauses.
6. We help you, as far as is reasonable, to answer your customers’ requests about their data and with data protection impact assessments.
7. We tell you about a personal data breach that affects your data without undue delay, and within 48 hours of discovering it, with the information you need to report it.
8. When the agreement ends, we delete your customers’ data within 30 days, unless the law requires us to keep it. You can ask for a copy before then.
9. We give you the information you need to show that these obligations are met. Once a year you may have an independent auditor check this, at your cost, with 30 days’ notice and under confidentiality.

You make sure you may have this data processed by Ordra, and you tell your customers in your privacy policy that your customer support uses AI.

Ordra, its software, design and brand belong to us. During the agreement you may use Ordra for your business; you can’t transfer that right. If you send us feedback, we may use it freely.

We work hard to keep Ordra available and fast, but we can’t promise it will always run without interruptions or errors. Where we can, we plan maintenance at quiet times. Unless you’ve agreed a service level with us in writing, there’s no guaranteed uptime. For support, email business@ordra.xyz.

• Our total liability towards you is limited to what you paid us in the 12 months before the event that caused the damage.
• We’re not liable for indirect damage, such as lost profit or revenue, missed savings, damage to your reputation or damage from business interruption.
• We’re not liable for replies and actions Ordra sent or took in line with your rules or with your team’s approval, or for damage caused by Shopify, your email provider or other services outside our control.
• These limits don’t apply to damage caused by intent or deliberate recklessness of our management.
• A claim lapses if you don’t report it to us in writing within 12 months of discovering the damage.
• You indemnify us against claims from others, including your customers, that result from using Ordra against these terms or the law.

• The agreement starts when you create your account and runs until you close it or we end it. Ending a plan doesn’t close your account: your data stays until you ask us to delete it.
• You can close your account at any time by emailing us. Periods you’ve paid for aren’t refunded.
• We may suspend or end the agreement right away if you seriously breach these terms, don’t pay after a reminder, or go bankrupt. Otherwise, we can end it with 3 months’ notice.
• When the agreement ends, your access stops and we delete your data as described above and in our Privacy Policy.

We may change these terms. We email you about important changes at least 30 days before they apply. If you don’t agree, you can end the agreement before then; if you keep using Ordra after that, the new terms apply.

Dutch law applies to these terms and the agreement; the UN Convention on Contracts for the International Sale of Goods (CISG) doesn’t. Disputes go to the competent court in the district where Ordra is established. We’d rather solve problems together first, so please email business@ordra.xyz.