This page is the English summary of our terms. The reference version, in French, is our Conditions générales de vente et d'utilisation (CGV), which also contain the data processing agreement (article 7). If the two ever differ, the reference version prevails.
1. Acceptance and Publisher
By subscribing to or using Heylio ("the Service"), you agree to these Terms of Service and to our CGV. If you do not agree, do not use the Service.
The Service is published by FASTOCHE, a French société par actions simplifiée (SAS) with a share capital of €3,000, registered with the Aix-en-Provence Trade and Companies Register under number 922 556 212, whose registered office is at 1004 route de Coudoux, 13122 Ventabren, France (see our legal notice).
2. Description of Service
Heylio is an AI customer service agent for e-commerce, provided as software as a service (SaaS). It connects to your store, your email and your messaging channels to answer your customers and, when you allow it, to perform customer service actions in your store.
The Service is reserved for professionals (merchants and other businesses acting for business purposes). It is not offered to consumers.
3. Account & Access
You must provide accurate information when creating an account
You are responsible for maintaining the security of your account credentials
You must be 18 years or older and authorized to act on behalf of your business
One account per business entity
4. Acceptable Use
You agree not to:
Use the Service for spam, phishing, or unsolicited communications
Attempt to reverse-engineer or access the AI models
Violate any applicable laws or regulations
Share your account access with unauthorized parties
Use the Service to process data you do not have rights to process
5. AI-Generated Content and Your Settings
You are responsible for the content you provide to the Service (knowledge base, policies, playbooks and rules), for the actions you allow the AI to perform in your store, and for choosing whether replies are sent automatically or after your review
We do not guarantee the accuracy of AI-generated content
You are responsible for making sure this content and these settings comply with the laws that apply to your business, including consumer protection law
6. Pricing & Billing
Heylio is a monthly, tiered subscription; each plan includes a number of resolutions per month. A resolution is a conversation the AI closes on its own; handing a conversation over to a human is never counted
Shopify merchants are billed through Shopify Billing; other accounts are billed by Stripe, by card
No pro-rata refund is due when a subscription ends, unless the law provides otherwise
7. Data & Privacy
The way we process personal data is described in our Privacy Policy (reference version: Politique de confidentialité). When you entrust us with the personal data of your own customers, you are the data controller and FASTOCHE acts as your processor: article 7 of our CGV is the data processing agreement under Article 28 GDPR.
8. Limitation of Liability
We use reasonable means to keep the Service available and reliable, without guaranteeing that it will never be interrupted. Our total liability, for all damages combined, is limited to the total amount you paid for your subscription during the twelve (12) months preceding the event giving rise to the claim, unless mandatory law provides otherwise.
9. Termination
There is no minimum commitment; the subscription renews automatically each month
Either party may terminate it at any time with thirty (30) days' notice, by email to hello@heylio.io or from your account; termination takes effect at the end of the current billing period
We may terminate accounts that violate these terms
When the app is uninstalled from Shopify, its access tokens are deleted, but uninstalling does not delete your data by itself: Shopify sends us a shop/redact request 48 hours after uninstallation, and your data is deleted when we receive it, unless another app of the Heylio suite remains installed on your store and still uses it. For accounts not billed through Shopify, your data is deleted on request at the end of the subscription. Backups are erased when their 90-day retention period ends; billing records we must keep by law are kept
10. Changes to Terms
We may update these terms from time to time. We will notify you of significant changes via email. Continued use after changes constitutes acceptance.
11. Governing Law and Disputes
These terms are governed by French law. In the event of a dispute, an amicable solution will be sought first; failing that, the courts with jurisdiction over the publisher's registered office will have jurisdiction, unless mandatory law provides otherwise.