Terms of Service

1. Agreement to Terms

Welcome to Ensoras. These Terms of Service ("Terms") govern your access to and use of our customer support platform for e-commerce businesses, including our website, applications, APIs, and related services (collectively, the "Service").

By creating an account, accessing, or using the Service, you agree to be bound by these Terms and our Privacy Policy. If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.

2. Description of Service

Ensoras provides a customer support platform designed for e-commerce businesses. The Service is primarily a manual support platform with optional AI-powered automation features. Our Service includes:

• Support Ticket Management: Centralized inbox for managing customer inquiries across channels
• AI-Powered Automation (Optional): When enabled, AI can assist with or automate response generation
• Workflow Builder: Tools to create custom automation workflows
• Knowledge Base Management: Documentation and FAQ systems to support your team and customers
• Third-Party Integrations: Connections with e-commerce platforms, CRMs, and communication tools
• Analytics and Reporting: Insights into support operations and team performance

3. Account Registration and Security

3.1 Account Creation

To use our Service, you must create an account by providing accurate, complete, and current information. You are responsible for maintaining the accuracy of your account information.

3.2 Account Security

You are responsible for safeguarding your account credentials and for all activities that occur under your account. You must notify us immediately of any unauthorized use of your account or any other breach of security.

4. Subscription Plans and Payment

4.1 Subscription Tiers

We offer various subscription plans with different features and usage limits. Current plan names, pricing, and included features are available on our pricing page and are subject to change with notice.

4.2 Billing and Payment

• Subscription fees are billed in advance on a monthly or annual basis
• All payments are processed securely through Stripe
• You authorize us to charge your payment method for all applicable fees
• Prices are exclusive of taxes, which will be added where applicable
• For EU customers, Value Added Tax (VAT) will be applied in accordance with applicable EU VAT regulations. Business customers with a valid VAT number may be eligible for reverse charge mechanism

4.3 Refunds and Cancellation

Subscription fees are non-refundable except as required by law or as expressly stated in these Terms. You may cancel your subscription at any time, and your access will continue until the end of your current billing period.

5. Customer Eligibility and Prohibited Business Categories

Ensoras is designed to serve legitimate e-commerce businesses. By using our Service, you represent and warrant that your business does not fall within any of the following prohibited categories:

• Adult Content: Adult entertainment, pornography, or sexually explicit content (including AI-generated adult content)
• Gambling: Online casinos, sports betting, fantasy sports with entry fees, or other games of chance
• Illegal Products/Services: Controlled substances, illegal drugs, or services that violate applicable laws
• Weapons: Firearms, ammunition, explosives, or weapons accessories (where prohibited)
• Cryptocurrency: Cryptocurrency exchanges, ICOs, mining operations, or NFT marketplaces
• Financial Services: Unlicensed money transmission, payday lending, or debt collection services
• High-Risk Jurisdictions: Businesses operating in or serving sanctioned countries or regions

We reserve the right to refuse service, terminate accounts, or suspend access for any business that we determine, in our sole discretion, operates within a prohibited category or poses compliance risks. If you are unsure whether your business qualifies, please contact us before signing up.

6. Acceptable Use

You agree not to use the Service to:

• Violate any applicable laws, regulations, or third-party rights
• Send spam, unsolicited messages, or engage in deceptive practices
• Upload malware, viruses, or any harmful code
• Attempt to gain unauthorized access to our systems or other users' accounts
• Interfere with or disrupt the integrity or performance of the Service
• Reverse engineer, decompile, or disassemble any part of the Service
• Use the Service to develop a competing product or service
• Resell, sublicense, or provide access to the Service without authorization
• Use the AI to generate content that is illegal, harmful, discriminatory, or violates third-party rights
• Use the Service to support, enable, or benefit any prohibited business category listed in Section 5

7. Your Content and Data

7.1 Ownership

You retain ownership of all content, data, and materials you upload or create using the Service ("Your Content"). This includes customer support conversations, knowledge base documents, workflow configurations, and business data.

7.2 License Grant

By uploading Your Content, you grant Ensoras a limited, non-exclusive license to use, process, and display Your Content solely to provide the Service to you. We will not use Your Content for any other purpose without your explicit consent.

7.3 Responsibility

You are solely responsible for Your Content and ensuring it does not violate any laws or third-party rights. You represent that you have all necessary rights and permissions to use Your Content with the Service.

8. Intellectual Property

8.1 Ensoras IP

The Service, including its software, AI models, algorithms, user interface, and documentation, is protected by intellectual property laws. Ensoras and its licensors retain all rights, title, and interest in the Service.

8.2 Feedback

If you provide feedback, suggestions, or ideas about the Service, you grant us a royalty-free, perpetual, irrevocable license to use and incorporate such feedback into the Service without obligation to you.

9. Third-Party Integrations

The Service integrates with third-party platforms (Shopify, Zendesk, Salesforce, etc.). Your use of such integrations is subject to the respective third party's terms and conditions. We are not responsible for the availability, accuracy, or reliability of third-party services.

10. AI-Generated Content (Optional Features)

AI features are optional and can be enabled at your discretion. When you choose to enable AI-powered automation, our Service uses third-party artificial intelligence providers (including OpenAI, Anthropic, and Google) to generate automated responses and recommendations. By enabling AI features, you acknowledge that:

• AI-generated content may not always be accurate, complete, or appropriate
• You are responsible for reviewing and approving AI responses before they are sent to your customers
• We do not guarantee specific outcomes or accuracy rates from the AI
• Human oversight is recommended for sensitive customer interactions
• Support ticket content will be shared with third-party AI providers to generate responses

You can use Ensoras as a fully manual support platform without enabling any AI features. AI automation can be configured on a per-workflow basis, giving you full control over when and how AI is used.

11. Service Availability and Modifications

10.1 Availability

We strive to maintain high availability but do not guarantee uninterrupted access to the Service. We may perform scheduled maintenance with advance notice when possible.

10.2 Modifications

We reserve the right to modify, suspend, or discontinue any part of the Service at any time. We will provide reasonable notice for material changes that negatively affect your use of the Service.

12. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE. WE DO NOT WARRANT THAT AI-GENERATED RESPONSES WILL BE ACCURATE OR ACHIEVE ANY PARTICULAR RESULTS.

13. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, ENSORAS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS OPPORTUNITIES ARISING FROM YOUR USE OF THE SERVICE. OUR TOTAL LIABILITY SHALL NOT EXCEED THE AMOUNT YOU PAID TO US IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM.

14. Indemnification

You agree to indemnify, defend, and hold harmless Ensoras and its officers, directors, employees, and agents from any claims, damages, losses, and expenses (including reasonable attorneys' fees) arising from your use of the Service, Your Content, your violation of these Terms, or your violation of any third-party rights.

15. Termination

Either party may terminate this agreement at any time. We may suspend or terminate your access immediately if:

• You breach any provision of these Terms
• Your payment method fails and is not resolved within a reasonable period
• We are required to do so by law

Upon termination, your right to use the Service will cease immediately. You may request export of Your Content within 30 days of termination.

16. Governing Law and Disputes

These Terms are governed by the laws of the Republic of Lithuania and applicable European Union law, without regard to conflict of law principles. Any disputes arising from these Terms or the Service shall be resolved by the competent courts of Lithuania.

If you are a consumer residing in the European Union, you may also have access to the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr. Nothing in these Terms affects your statutory rights as a consumer under applicable EU consumer protection laws.

17. General Provisions

• Entire Agreement: These Terms, together with our Privacy Policy, constitute the entire agreement between you and Ensoras.
• Severability: If any provision is found unenforceable, the remaining provisions will remain in effect.
• Waiver: Our failure to enforce any right does not constitute a waiver of that right.
• Assignment: You may not assign these Terms without our consent. We may assign our rights and obligations freely.
• Force Majeure: We are not liable for delays or failures due to circumstances beyond our reasonable control.

18. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes by email or by posting a notice on the Service. Your continued use of the Service after such changes constitutes acceptance of the updated Terms.

19. Data Processing

We process personal data in accordance with the General Data Protection Regulation (GDPR) and other applicable data protection laws. For detailed information about how we collect, use, and protect your data, please refer to our Privacy Policy. By using our Service, you acknowledge that you have read and understood our data processing practices as described in the Privacy Policy.

20. Contact Information

If you have any questions about these Terms, please contact us: