Terms of service

The rules of the game, in plain language. They apply when you create a Tendr account.

The service

Tendr is provided by Marc Granell Beltrán (full details). It is an artificial-intelligence sales and support assistant installed on WooCommerce and PrestaShop stores and on other websites, and managed from a dashboard. Depending on the plan, it recommends products, answers using the information you publish, helps customers reach checkout, collects contacts and opens tickets, and lets your team provide live support.

The contract is concluded online and archived as evidence. You can consult it on this page and contract in Spanish, English, German, French or Italian. If there are differences between translations and you are not a consumer, the Spanish version prevails.

Your account

• You must be of legal age and provide accurate information. Keep your password secret: you are responsible for what is done with your account.
• You can contract as a business, a professional or a private individual. Some rights, such as withdrawal, are for consumers only.
• You can delete your account at any time from the dashboard. This also cancels your subscription and deletes your data, so download anything you need first.

Plans and prices

• Start is free with no expiry date, within the limits shown on the pricing page.
• Grow and Scale are monthly or yearly subscriptions that renew automatically for the same period until you cancel them. Each licence covers a number of live stores; test environments don’t count.
• Paid themes and mascots are one-off purchases.
• Prices include VAT. Stripe calculates the tax according to your country and tax details, and you see the final amount before paying. We send you an invoice.
• If we change the price of your subscription, we will notify you by email at least 30 days in advance and before the renewal. If you don’t agree, you can cancel at no cost before that date.
• For any billing questions, write to [email protected].

Grow trial

The trial requires a valid payment method, lasts 14 days and can be used once per account. When it ends, the subscription you chose (monthly or yearly) starts automatically and is charged, unless you cancel it beforehand from the dashboard; in that case nothing is charged and you stay on Start. We email you a reminder before the first charge.

Cancellation and refunds

• You can cancel the subscription at any time from the dashboard. There is no minimum commitment beyond the period you have already paid for: cancellation takes effect at the end of that period, including on the yearly plan, and until then you keep your plan.
• Except for the right of withdrawal and as required by law, periods already started and one-off purchases are not refunded.
• If a paid licence expires or is cancelled, the assistant keeps working with the free features.

Right of withdrawal (consumers)

If you are a consumer, you can withdraw from the contract within 14 calendar days of concluding it, without giving any reason. To do so, use the withdrawal function or send a clear statement to [email protected] or to our postal address. It is enough to send it before the period ends; we will confirm receipt by email.

• Refund: we refund what you paid within a maximum of 14 days of receiving your statement, using the same payment method and at no cost to you.
• If you asked to start straight away: when you purchase without a trial, you expressly ask us to start the service during the withdrawal period. If you withdraw, you pay the proportion of the service provided up to that point.
• With a trial: if you withdraw or cancel during the 14-day trial, nothing is charged.
• Themes and mascots: these are digital content with immediate access. When you buy them, you request that immediate access and agree to lose the right of withdrawal, so it cannot be exercised once they are available.

Model withdrawal form, which you are not required to use: “To Marc Granell Beltrán, Calle Linares 21, 4.º, puerta 7, 46018 Valencia, España, [email protected]: I hereby give notice that I withdraw from my contract for the provision of the following service: [service]. Ordered on: [date]. Name of consumer: [name]. Address of consumer: [address]. Date and signature of consumer (only if this form is notified on paper).”

Acceptable use

You may not use Tendr to deceive customers, to sell illegal products, to send unsolicited communications, to process special categories of data, to hide that the chat is an AI or to try to obtain data from other stores. Nor may you circumvent plan limits or the service’s licence check, or attack the API. The plugin and the module have their own free software licence, which allows you to modify them; that licence does not entitle you to use the cloud service outside your plan.

About AI

The assistant answers using the information in your catalogue and your policies, and has rules not to make up prices, delivery times or discounts. Even so, AI can make mistakes. You are responsible for making sure your store’s information is correct and for reviewing conversations. The price, stock and costs that apply are always those of your checkout. The chat identifies itself as an AI assistant; you must not configure it to appear to be a person.

Appointments and bookings

The bookings feature is included in paid plans. You decide what can be booked, confirm or decline requests and serve your customers. Tendr does not provide the booked service, charges nothing for it and is not responsible for it.

Health: for now you may not use it for clinics, medical practices or other healthcare services, or to collect health data, because a booking can reveal it. The same applies to other special categories of data.

If you connect an external system (Google Calendar, Outlook, Beds24, Smoobu or a webhook), you do so with your own account and under your terms with that provider. Tendr sends there what the connection screen states. We don’t guarantee that an external system will always be available: if it fails, the booking stays in Tendr and sending is retried. Check real availability if you also sell on other channels: syncing isn’t instant.

Your visitors’ data

With regard to the data of your store’s visitors, you are the controller and Tendr is your processor. The data processing agreement applies and forms part of these terms. You must inform your visitors and comply with the rules applicable to your website. You must bear in mind that the default AI provider processes data in China.

Your data and switching provider

• Your data is yours. From My account you can download it in JSON at any time, and contacts also in CSV.
• You can switch to another provider or leave Tendr at any time, with no notice beyond cancelling in the dashboard and no switching charges. We will help you within a maximum of 30 days, and you can write to us at [email protected].
• When you disconnect a store, its data is kept for 30 days so you can recover it or reconnect the store, and is then deleted. If you delete your account, it is deleted immediately.

Availability and liability

We work to keep the service available at all times, but interruptions may occur. The plugin keeps the licence for 7 days so your store isn’t affected if the API doesn’t respond; if the assistant were unable to reply, your store would keep working.

If you contract as a business or professional, our liability is limited to the amount paid in the previous 12 months and does not cover loss of profits or indirect damage. This limitation does not apply to consumers, nor in any case to wilful misconduct, gross negligence, personal injury or anything that cannot be limited by law.

If you are a consumer, you have the legal guarantee of conformity for digital services: if the service does not conform to the contract, you can require us to correct it, ask for a price reduction or terminate the contract.

Suspension

We may suspend accounts that breach these terms, use the service unlawfully, impersonate others or put the service at risk. We will notify you of this with the reason, unless that is not possible or the law prevents it, and you can respond to [email protected]. If you find unlawful content in the service, let us know at [email protected].

Changes

If we make material changes to these terms, we will notify you by email at least 30 days in advance and ask you to accept them in the dashboard. If you don’t agree, you can cancel at no cost and delete your account before they apply.

Law and complaints

These terms are governed by Spanish law. If you contract as a business or professional, the parties submit to the courts of Valencia. If you are a consumer, you keep the protection of the mandatory rules of your country of residence and can bring a claim before the courts of your place of residence.

For any complaint, write to us at [email protected] or to our postal address. We do not participate in any alternative dispute resolution scheme. If you are a consumer, official complaint forms (hojas de reclamaciones) are available to you; ask for them at [email protected] and we will send them to you. As a consumer, you can also turn to the consumer services of your region or country.