1. About these Terms
These Terms of Service (“Terms”) govern the use of askVela – the website askvela.pro, the askVela platform with its dashboard, chat widget and shop integrations, and the askVela mobile apps (together the “Service”). They form the contract between you and askVela Limited (“askVela”, “we”, “us”).
Provider: askVela Limited, 56 Grange View, England, LS7 4ER · registered with Companies House (England & Wales), company number 15385733 · email: info@askvela.pro.
By creating a workspace, installing the askVela app from the Shopify App Store or otherwise using the Service, you accept these Terms. If you accept them on behalf of a company, you confirm that you are authorised to bind it.
2. Who can use askVela
askVela is offered exclusively to businesses. You may use the Service only for purposes relating to your trade, business, craft or profession, not as a consumer.
If mandatory consumer protection law nevertheless applies to you, your statutory rights remain unaffected by these Terms.
3. The Service
askVela is customer-support software for online shops, provided as software as a service: live chat with a chat widget for your website, an AI assistant that answers your customers' questions on the basis of your knowledge base and shop data, a team inbox with handover to your team, and connections to shop systems and messaging channels.
The features and allowances of each plan are described on the pricing page and in your dashboard at the time of booking. We develop the Service continuously and may change or replace features, provided that the core functions of your paid plan are not materially reduced during a billing period you have already paid for.
Free demos and previews (for example the store demo without sign-up) are provided free of charge, without any commitment and without a claim to availability; demo environments are deleted automatically when they expire.
4. Account and workspace
To use the Service, you create a workspace with a user account. Please provide accurate information and keep it up to date.
Keep your login details confidential. You are responsible for activities in your workspace and for the users you invite. Please tell us immediately at info@askvela.pro if you suspect unauthorised access.
Administrators of your workspace manage users, settings and the subscription.
5. Free trial
New workspaces can test askVela free of charge for 14 days. No payment details are required for the trial, and it does not turn into a paid subscription automatically.
The trial includes a limited allowance of AI replies. When the trial ends, AI replies and other paid features are paused after a short grace period until you choose a plan.
If you book a paid plan that starts with a trial period, you will not be charged if you cancel before the trial period ends.
6. Plans, prices and payment
Prices. The prices and allowances shown on the pricing page or at checkout at the time of booking apply. Prices on askvela.pro are in euros (EUR); for installations via the Shopify App Store they are in US dollars (USD). All prices are exclusive of VAT and other applicable taxes.
Payment. Paid plans are billed in advance for each billing period – monthly or, where offered, annually. Payments on askvela.pro are processed by Stripe using the payment methods offered at checkout; we do not receive your full card details. Invoices are available in your dashboard under “Subscription & Billing”.
Taxes. When you book a plan on askvela.pro, we collect your billing address and, optionally, your VAT ID. VAT is calculated on this basis where it applies; if you provide a valid VAT ID and the reverse-charge mechanism applies, no VAT is charged.
Renewal. Subscriptions renew automatically for the same billing period until they are cancelled (see section 9).
Offers. Introductory discounts and other promotions apply only under the conditions stated with the offer, for example only for monthly plans or for a limited number of billing periods.
Failed payments. If a payment fails, your subscription is marked as “Payment due” and the charge may be retried. If the amount remains unpaid after a reminder, we may restrict paid features until payment is received.
Price changes. We may change prices for future billing periods. We will inform you by email at least 30 days before a price increase takes effect; you may cancel before it does. For subscriptions billed through Shopify, Shopify's approval process applies.
7. AI reply allowance and packs
Each plan includes a monthly allowance of AI replies. Unused replies do not carry over to the next period, and your plan does not change automatically when the allowance has been used up.
Once the allowance has been used up, the AI assistant pauses until the next period begins, unless you have credits from AI reply packs.
Unless your subscription is billed through Shopify, you can buy AI reply packs on the billing page as one-off purchases at the price shown there. Pack credits are used only after the monthly allowance has been used up and remain available beyond the end of the billing period for as long as your workspace exists.
If you switch on “Top up automatically”, a pack is charged to your stored payment method as soon as the allowance and your credits have been used up. You can switch this off at any time on the billing page.
8. Purchases through Shopify
If you install askVela from the Shopify App Store, your subscription is billed by Shopify as part of your Shopify invoice. Payment, trial periods, plan changes and cancellation of these subscriptions follow Shopify's billing process; Shopify calculates any pro-rata adjustments when you change plans.
You can cancel a Shopify subscription on the billing page in askVela or in your Shopify admin, for example by uninstalling the app.
In all other respects these Terms apply. Refunds are governed by our Refund Policy.
9. Term and cancellation
Your subscription runs for the billing period you have chosen and renews automatically. There is no minimum term beyond the current billing period.
You can cancel at any time with effect from the end of the current billing period – on askvela.pro under “Subscription & Billing” → “Manage subscription”, for Shopify subscriptions as described in section 8. Your plan remains available until the end of the period.
If you delete your workspace, an existing subscription billed through Stripe is cancelled immediately. Fees already paid are handled in accordance with our Refund Policy.
We may terminate the contract with 30 days' notice by email. We may suspend or terminate it with immediate effect for good cause, in particular if you seriously breach these Terms, if payments remain outstanding despite a reminder, or if continuing to provide the Service would be unlawful or would put the security of the Service at risk.
After the contract ends, your workspace data is deleted within 30 days as described in our Privacy Policy. You can export your data before then.
10. Acceptable use
You must not use the Service to:
• break the law or infringe the rights of others, such as copyright, trade marks or privacy;
• send spam or unsolicited advertising, or deceive people;
• distribute malware or unlawful, hateful or violent content;
• gain unauthorised access, circumvent usage limits or security measures, or disrupt the Service – including load or security tests without our prior written consent;
• copy, resell or reverse-engineer the software, or use it to build a competing product, unless the law expressly permits this.
If necessary to stop a violation, we may remove content or suspend access. Where this is reasonable, we will inform you in advance.
11. Your content and AI answers
You retain all rights to the content you provide or collect through the Service, such as knowledge articles, product data and conversations. You grant us the rights needed to store, process and display this content solely for providing the Service. We do not use it for our own purposes or to train our own AI models (see our Data Processing Agreement).
AI answers are generated automatically on the basis of your content and settings and may be incomplete or wrong. You are responsible for the information you provide, for the rules and limits you set – for example the maximum refund the assistant may offer through your own payment provider – and for checking important answers.
You are responsible for integrating the widget lawfully on your website, including informing your visitors and obtaining any consent that may be required.
12. Data protection
How we process personal data is described in our Privacy Policy. Where we process personal data on your behalf, our Data Processing Agreement applies; it forms part of these Terms and prevails on matters of data protection.
13. Third-party services
The Service works with third-party services such as Shopify and other shop systems, messaging channels and payment providers. Their use is subject to the terms of the respective provider. We are not responsible for the availability of these services or for changes their providers make to them.
14. Availability and support
We work to keep the Service available and secure, but we do not guarantee uninterrupted or error-free operation. Maintenance, updates and events beyond our reasonable control may cause interruptions.
Support is provided by email at info@askvela.pro and via the chat on our website. Response times and service levels are guaranteed only if they have been agreed separately, for example in an Enterprise agreement.
15. Intellectual property
The software, design and brand of askVela remain our property. For the term of the contract, you receive a non-exclusive, non-transferable right to use the Service within the scope of your plan.
If you send us feedback or suggestions, we may use them without restriction or obligation.
16. Confidentiality
Each party keeps the other party's confidential information confidential and uses it only for the purposes of the contract. This does not apply to information that is publicly available or that must be disclosed by law.
17. Warranties and liability
Except as expressly set out in these Terms, the Service is provided without any warranties, to the extent permitted by law.
We are not liable for indirect or consequential loss, or for loss of profit, revenue, business or goodwill.
Our total liability arising out of or in connection with the contract is limited to the fees you paid us in the 12 months before the event giving rise to the claim, or EUR 100 if that amount is higher.
Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded by law.
18. Changes to these Terms
We may amend these Terms, for example because of new features or changes in the law. We will inform you of material changes by email or in the dashboard at least 30 days before they take effect. If you do not agree, you can cancel before the changes take effect; otherwise the amended Terms apply from that date.
Changes that are required by law or that are solely to your advantage may take effect earlier.
19. Governing law and jurisdiction
These Terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction.
If, despite section 2, you are a consumer, you retain the protection of the mandatory laws of your country of residence and may also bring proceedings in the courts there.
20. Final provisions
These Terms, together with the documents referred to in them and any individual agreement (for example an Enterprise agreement), form the entire agreement between you and us. Individual agreements take precedence.
If any provision is invalid, the remaining provisions remain in effect.
You may transfer the contract only with our consent. We may transfer it to an affiliated company or to a successor of our business; we will inform you of this.
No one other than you and us has the right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.
These Terms are written in English. Translations are provided for convenience; in case of doubt, the English version prevails.
Contact: askVela Limited, 56 Grange View, England, LS7 4ER · info@askvela.pro