Terms of Service

By accessing or using the EcomHeld platform ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree, do not use the Service.

The Service is operated by EcomHeld - a pathways digital brand, registered in Spain at C/ Gremi de Sabaters 21, 07009 Palma ("Company", "we", "us").

EcomHeld provides an AI-powered customer advisory chatbot for e-commerce stores. Each customer receives a dedicated tenant instance connected to their shop data. The Service is offered as a Software-as-a-Service (SaaS) subscription.

The Service is intended for businesses only. By subscribing, you confirm that you are acting in a professional or commercial capacity, not as a consumer.

You must create an account to use the Service. You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. You must notify us immediately at privacy@ecom-held.com if you suspect unauthorized access.

5.1 Plans

Agency plans (Slot-based) are available upon request.

5.5 Six-Month Plan

The Six-Month Plan is billed upfront as a single payment covering five months of subscription fees. Access is granted for six full months. The Six-Month Plan constitutes a minimum commitment period of six months. Cancellation requests submitted before the end of the six-month term will not result in a refund for the remaining period. Upon expiry, the subscription automatically continues on a monthly basis unless cancelled or renewed as a Six-Month Plan.

5.2 Setup Fee

A one-time setup fee applies upon initial onboarding:

5.3 Early Adopter Discount

Customers who qualify as Early Adopters receive a permanent 20% discount on the monthly fee and 50% off the setup fee. This discount is non-transferable and applies only to direct (non-agency) plans.

5.4 Billing

All payments are processed by Paddle (Paddle.com Market Limited), our Merchant of Record. Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. By subscribing, you also agree to Paddle's terms of service. Subscriptions are billed monthly in advance. Prices are in EUR and exclusive of VAT where applicable; VAT is calculated and collected by Paddle.

We offer an unconditional 30-day money-back guarantee on your first payment. If you are not satisfied for any reason, you may request a full refund within 30 days of your initial payment date. For full details on how to request a refund, see our Refund Policy.

You may cancel your subscription at any time via your billing portal (managed by Paddle). Cancellation takes effect at the end of the current billing period. After the 30-day money-back guarantee period, no partial refunds are issued for unused subscription time. See our Refund Policy for details.

Six-Month Plans: Cancellation during an active Six-Month Plan term stops future renewals but does not entitle you to a pro-rata refund after the 30-day guarantee period. The account remains active until the end of the paid period.

You agree not to:

• Use the Service for any unlawful purpose
• Attempt to reverse-engineer, decompile, or extract source code
• Use the Service to generate or distribute harmful, deceptive, or illegal content
• Overload or interfere with the infrastructure of the Service
• Resell or sublicense access to the Service without our prior written consent (except under an approved Agency plan)

We reserve the right to suspend or terminate accounts that violate these terms without prior notice.

To deliver the Service, you grant us a limited, non-exclusive license to process your shop data (product listings, descriptions, categories, etc.) solely for the purpose of operating the AI advisory feature for your customers. You retain full ownership of your data. We do not sell your data to third parties.

A Data Processing Agreement (DPA) is available upon request and may be required under applicable law (e.g., GDPR Art. 28).

All software, design, trademarks, and content that form part of the EcomHeld platform are the exclusive property of the Company. These Terms do not grant you any rights in our intellectual property beyond the limited right to use the Service as described.

We aim for high availability but do not guarantee uninterrupted service. We reserve the right to modify, suspend, or discontinue features of the Service at any time, with reasonable notice where practicable. Material changes to pricing will be communicated at least 30 days in advance.

To the maximum extent permitted by applicable law, the Company shall not be liable for:

• Indirect, incidental, or consequential damages
• Loss of revenue, profits, or data
• Damages resulting from your reliance on AI-generated responses provided to your end customers

Our total aggregate liability for any claim arising from these Terms or the Service shall not exceed the fees you paid to us in the 3 months preceding the claim.

The Service is provided "as is" and "as available." We make no warranties, express or implied, regarding fitness for a particular purpose, accuracy of AI outputs, or uninterrupted availability.

We may update these Terms from time to time. We will notify you by email or via the platform at least 14 days before material changes take effect. Continued use of the Service after that date constitutes acceptance of the revised Terms.

These Terms are governed by the laws of Spain and, where applicable, the laws of the European Union. Any dispute shall be subject to the exclusive jurisdiction of the courts of Palma, Spain.

EcomHeld - a pathways digital brand

C/ Gremi de Sabaters 21, 07009 Palma

Spain

NIF: B13641428

Email: support@ecom-held.com

Phone: +34 682 869 112

Privacy inquiries: privacy@ecom-held.com

Website: https://ecom-held.com