Terms of Service

1. About these terms

These terms apply to your use of Thynex: the helpdesk at app.thynex.ai, the Thynex app for Shopify, the Venus AI features, and any related services (together, the “Service”).

The Service is provided by Thynex, a sole proprietorship (eenmanszaak) registered with the Dutch Chamber of Commerce (KvK) under number 91791987, with its office at Irisstraat 14, 7151 VT Eibergen, the Netherlands (“Thynex”, “we”, “us”).

The Service is meant for businesses. By creating an account or installing the app, you confirm that you act on behalf of a business and that you’re authorised to accept these terms for it (“you”, the “Customer”). These terms don’t apply to consumers.

2. Definitions

• Account: your Thynex workspace, including all users you invite.
• Customer Data: all data you or your end customers put into the Service, such as conversations, contacts, order details and knowledge base content.
• End customers: the people who contact your business through the Service.
• Venus: the AI features of the Service, including drafted and automatic replies, scenarios, actions and insights.
• Plan: the subscription you choose, as described on our pricing page, including its ticket allowance and features.

3. Your account

Keep your login details safe and make sure everyone you invite uses the Service in line with these terms. You’re responsible for what happens in your Account. Tell us straight away at hello@thynex.ai if you suspect unauthorised access.

You need to give us accurate account and billing details and keep them up to date.

4. The Service

Thynex gives you a shared inbox for your customer conversations, integrations with your store and other tools, and Venus, which can draft replies, answer customers and carry out actions such as order changes, within the settings you choose.

We keep improving the Service, so features may change. If we remove a feature that is essential to your Plan, we’ll tell you in advance. Features marked as beta are provided as they are and may change or stop.

5. Venus and AI-generated content

• Venus generates replies and suggestions automatically. Although it works from your own data and checks its drafts, AI output can be wrong or incomplete.
• You decide how much Venus may do on its own, per channel, topic and action, using Guardrails and approvals. Replies and actions carried out under your settings are sent and performed on your behalf, and you remain responsible for them towards your end customers.
• Where the law requires you to tell end customers they’re talking to an AI system, you are responsible for doing so. The Service offers settings to help you, such as labelling AI-generated messages in the chat widget.
• Don’t use Venus to make decisions that have legal or similarly significant effects on people without human review.

6. Plans, fees and payment

• Fees are charged monthly in advance for the Plan you choose. Prices on our website are in euros and exclude VAT.
• Each Plan includes a monthly number of tickets. Tickets above that number are charged at the per-ticket rate of your Plan. Unused tickets don’t carry over.
• If you installed Thynex through Shopify, your subscription is billed through Shopify, and Shopify’s billing terms also apply.
• We may change our prices. We’ll tell you at least 30 days before a change applies to you, and you can cancel before it takes effect.
• If we can’t collect a payment, we may suspend the Service after telling you and giving you reasonable time to pay.

7. 30-day money-back guarantee

If you’re not satisfied, you can ask for a full refund of the subscription fee for your first month within 30 days of your first paid subscription. Email hello@thynex.ai. The guarantee applies once per business and doesn’t cover charges for extra tickets.

8. Cancellation and termination

• You can cancel at any time. Your subscription then ends at the end of the current billing period and won’t renew.
• We may suspend or end your Account if you seriously or repeatedly breach these terms, or if the law requires us to. Where reasonable, we’ll warn you first and give you a chance to fix the problem.
• After your Account ends, you have 30 days to export your Customer Data. After that we delete it, unless the law requires us to keep it.

9. Your data and privacy

Your Customer Data stays yours. We process it only to provide, secure and support the Service for you, as your processor under the GDPR. Our Data Processing Agreement forms part of these terms and describes how we handle personal data, including the sub-processors we use.

Our privacy policy explains how we handle personal data for our own purposes, for example when you visit our website or contact us.

10. Acceptable use

You won’t use the Service to:

• break the law or anyone’s rights, or send spam or unsolicited marketing;
• send content that is harmful, misleading, discriminatory or harassing;
• try to get around usage limits or security measures, or access other customers’ data;
• copy, resell or reverse-engineer the Service, or use it to build a competing product;
• break the terms of the channels and platforms you connect, such as Meta, WhatsApp or Shopify.

11. Integrations and third-party services

The Service connects to third-party services you choose, such as your store, channels and shipping partners. Their own terms apply to your use of them. We aren’t responsible for their availability or for changes they make that affect an integration, but we’ll make reasonable efforts to keep integrations working.

12. Availability and support

We work to keep the Service available and secure, but we can’t guarantee it will always be uninterrupted or error-free. We may carry out maintenance, which we try to schedule outside busy hours.

Support is available by email at hello@thynex.ai. Some Plans include additional support, as described on our pricing page.

13. Intellectual property

We own the Service, including the software, Venus and our brand. You get the right to use the Service for your business while your subscription runs. You own your Customer Data and the content you create in the Service. If you send us feedback, we may use it to improve the Service without any obligation to you.

14. Confidentiality

Both of us will keep the other’s confidential information confidential and use it only for the purposes of these terms.

15. Liability

• Our total liability arising from these terms or the Service is limited to the fees you paid us in the 12 months before the event that caused the damage.
• We aren’t liable for indirect or consequential damage, such as lost profit, lost revenue, lost data or damage to reputation.
• These limits don’t apply to damage caused by our intent or deliberate recklessness.

16. Changes to these terms

We may update these terms. We’ll tell you about material changes at least 30 days before they take effect. If you don’t agree, you can cancel before the changes apply.

17. Governing law and disputes

These terms are governed by Dutch law. Disputes will be brought before the competent court in the district where Thynex has its registered office.

18. Contact

Questions about these terms? Email us at hello@thynex.ai.