Last updated: September 20, 2026
These Terms and Conditions (the "Terms") form a legally binding agreement between you ("Customer", "you", or "your") and Amileia AB, a Swedish limited liability company (Sw. aktiebolag), together with its affiliate Amileia, Inc., a Delaware corporation (collectively, "Amileia", "we", "us", or "our"), governing access to and use of the Amileia AI helpdesk platform, website chat widget, APIs, and related services (the "Service").
By accessing or using the Service, accepting an invitation, or clicking to agree, you accept these Terms and our Privacy Policy. If you use the Service on behalf of a company, you represent that you have authority to bind that company, and "you" refers to that company.
Amileia provides an invite-only AI customer-support platform for e-commerce merchants. Features may include an inbox and conversation history, AI Autopilot and Copilot modes, merchant-configured tags and playbooks, knowledge document grounding, analytics, billing, and integrations with third-party commerce and helpdesk systems (for example Shopify, and one-time imports such as Zendesk). Feature availability depends on your plan, configuration, and connected integrations. We may modify, add, or discontinue features with reasonable notice where practicable.
Access is provisioned by Amileia. Public self-serve signup may be unavailable. You are responsible for all activity under your workspace accounts and for maintaining the confidentiality of credentials.
You must be at least 18 years old and able to form a binding contract. Workspace roles (for example owner, admin, and user) determine permissions within your organization. You agree to provide accurate account information and to promptly update it. You may not share login credentials or permit unauthorized access.
You agree to:
The Service uses machine-learning and large-language-model technologies to classify conversations, retrieve knowledge, draft or send replies, and evaluate certain actions. AI outputs may be inaccurate, incomplete, outdated, or inappropriate for a particular Shopper. Amileia does not warrant that AI replies or automated actions will be error-free, suitable for any particular purpose, or compliant with your internal policies.
Where Autopilot is enabled, the Service may reply, take permitted actions, and close conversations without human review for each message. Where Copilot is enabled, drafts are prepared for human review before sending. You are solely responsible for: (a) choosing modes and permissions; (b) reviewing drafts when human review is required; (c) the content of knowledge documents and playbooks; and (d) any customer-facing statements or commerce actions taken through the Service on your behalf.
The Service is not a substitute for professional legal, medical, financial, or other regulated advice. Do not rely on the Service for emergency situations.
"Customer Content" means data, content, and materials you or your Shoppers submit to the Service, including messages, contacts, knowledge documents, playbook settings, tags, and integration data. As between the parties, you retain all rights in Customer Content. You grant Amileia a worldwide, non-exclusive license to host, process, transmit, display, and otherwise use Customer Content solely to provide, secure, maintain, and improve the Service (including generating AI outputs for your workspace), and to create aggregated or anonymized insights that do not identify you or your Shoppers.
Amileia and its licensors own the Service, software, documentation, branding, and all related intellectual property. Except for the limited right to use the Service under these Terms, no rights are granted to you. Feedback you provide may be used by Amileia without restriction or obligation to you.
Subject to your compliance with these Terms, Amileia grants you a limited, non-exclusive, non-transferable right during the subscription term to access and use the Service for your internal business purposes, and to embed the widget on websites you control that are registered for your workspace.
The Service may interoperate with third-party products (including Shopify, Stripe, email providers, AI model providers, and hosting/database providers). Your use of those products is governed by their terms and privacy policies. Amileia is not responsible for third-party services, outages, data handling by those providers beyond our contractual arrangements, or actions taken in your connected stores (for example order cancellations or refunds executed via Shopify under your configuration).
Paid plans are billed according to the pricing presented at purchase or in an order form (including Basic, Pro, Advanced, and negotiated Enterprise plans). Payments are processed by Stripe. You authorize Amileia and Stripe to charge the payment method or issue invoices for applicable fees and taxes. Fees are generally non-refundable except where required by law or expressly agreed in writing.
If payment fails or an invoice becomes overdue, we may display notices, attempt retries, apply a grace period consistent with our billing practices, and suspend or deactivate the workspace until amounts due are cured. You are responsible for applicable taxes, except taxes based on Amileia's income.
Each party may receive non-public information from the other that is marked confidential or that a reasonable person would understand to be confidential ("Confidential Information"). The receiving party will use Confidential Information only to perform under these Terms and will protect it with at least reasonable care. Confidential Information does not include information that is or becomes public through no fault of the receiving party, was independently developed, or was rightfully received from a third party without duty of confidentiality. Disclosure required by law is permitted with prior notice where legally allowed.
Each party will comply with applicable data-protection laws in its role. For Customer Content constituting personal data, you are the controller and Amileia is the processor, as further described in the Privacy Policy (including the processor terms summary). You instruct Amileia to process such personal data to provide the Service and related support. A detailed Data Processing Addendum is available on request for Enterprise customers.
You may stop using the Service at any time. We may suspend or terminate access immediately if you materially breach these Terms, create security or legal risk, fail to pay fees when due (after any applicable grace period), or if required by law. Upon termination, your right to use the Service ends. We may delete Customer Content after a reasonable wind-down period, subject to legal retention requirements and the Privacy Policy. Sections that by nature should survive (including intellectual property, confidentiality, disclaimers, limitations of liability, indemnities, and governing law) will survive termination.
THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, AMILEIA DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ACCURACY OR RELIABILITY OF AI OUTPUTS. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE, OR THAT IT WILL MEET YOUR REQUIREMENTS OR PRODUCE PARTICULAR BUSINESS RESULTS.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AMILEIA AND ITS AFFILIATES, OFFICERS, EMPLOYEES, AND SUPPLIERS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, GOODWILL, DATA, OR BUSINESS OPPORTUNITY, WHETHER BASED IN CONTRACT, TORT (INCLUDING NEGLIGENCE), OR OTHERWISE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AMILEIA'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THE SERVICE OR THESE TERMS WILL NOT EXCEED THE AMOUNTS PAID BY YOU TO AMILEIA FOR THE SERVICE DURING THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY (OR, IF NO FEES WERE PAID, ONE HUNDRED EURO (€100)).
Nothing in these Terms excludes or limits liability that cannot be excluded or limited under Swedish mandatory law, including liability for death or personal injury caused by negligence, or for fraud or wilful misconduct.
You will defend, indemnify, and hold harmless Amileia and its affiliates from and against any claims, losses, liabilities, damages, costs, and expenses (including reasonable legal fees) arising out of or related to: (a) Customer Content; (b) your use of the Service, including AI-generated replies and Autopilot actions; (c) your Shoppers' use of the widget or interactions with your storefront; (d) your breach of these Terms or applicable law; or (e) disputes between you and your Shoppers or third parties.
We may update these Terms from time to time. We will post the updated Terms and revise the "Last updated" date. Material changes may also be notified by email or in-product notice. Except where mandatory law requires otherwise, continued use of the Service after the effective date constitutes acceptance. If you do not agree, you must stop using the Service.
These Terms and any dispute arising out of or relating to them or the Service are governed by the substantive laws of Sweden, without regard to conflict-of-law rules. The courts of Sweden shall have exclusive jurisdiction, with Stockholm District Court (Sw. Stockholms tingsrätt) as the court of first instance, unless mandatory consumer protection law provides otherwise for an eligible individual consumer (the Service is intended for business customers).
These Terms, together with the Privacy Policy and any order form or Enterprise agreement, are the entire agreement between you and Amileia regarding the Service and supersede prior understandings on the subject. If there is a conflict between an executed Enterprise order and these Terms, the order controls for that engagement. If any provision is held unenforceable, the remainder remains in effect. You may not assign these Terms without our prior written consent; we may assign them in connection with a corporate reorganization or sale of assets. Our failure to enforce a provision is not a waiver. Notices to Amileia must be sent to legal@amileia.com.
Amileia — legal inquiries: legal@amileia.com. Website: https://www.amileia.com/.
Related: Privacy Policy.