Terms of service

These terms govern the questions service of Chiaro – AI Sales Analytics for WooCommerce (the “service”), provided by TCE Italia di Torresin Michele (“we”, “us”) at chiaro-api.tceitalia.com. By using the service from the Chiaro plugin you accept these terms.

1. The service

The Chiaro plugin, installed on your WordPress site, turns a question written in natural language (in English, Italian, French, Spanish or German) into a query on the store's data. The service receives the question and the structure of the data (names and descriptions of the columns), together with the previous questions of the same conversation for follow-up questions, passes it to an artificial intelligence model and returns the query to the plugin. The query runs on your site, read-only: orders, customers and amounts never pass through the service.

The service is intended for people who run an online store as part of their business.

2. Activation

To activate the service you enter an email address in the plugin and confirm the 6-digit code we send you. The site is linked to an account identified by the domain and the email; the plugin keeps a key with which it signs its requests. You are responsible for what happens with your account and for keeping the email address up to date.

3. Free questions

On first activation you receive 50 questions for free, only once per domain and per email address. They have no cash value, cannot be refunded and cannot be transferred. We may temporarily suspend free questions in case of unusual use or excessive traffic; purchased questions remain usable.

4. Question packs and payments

Packs are bought from the plugin with the “Top up” button. The sale is made by Paddle.com, which acts as reseller and merchant of record: Paddle handles the payment, issues the receipt or invoice, applies taxes and handles refund requests under its own buyer terms (paddle.com/legal/checkout-buyer-terms). Questions are credited when Paddle confirms the payment to us.

Questions purchased today do not expire. If we introduce an expiry in the future, it will not apply to questions already purchased.

Partner code. If a partner agency gave you a code and you enter it in the plugin, the site stays linked to that agency: purchases made from the plugin get the discount shown when you enter the code, and the agency may receive a commission from us. The discount does not apply to automatic top-ups. The code is entered only once; to change it, write to us.

Refunds

Within 14 days of purchase you can get a full refund of an unused pack, including one bought by automatic top-up: on the Chiaro page of the plugin, under “Purchases”, press “Request refund”. The refund starts immediately, without writing to us, and is made by Paddle to the same payment method; the questions of the pack are removed from the balance when you request it.

A pack is unused if the purchased balance still covers all of its questions. Free questions are used first, and among purchased questions those of the oldest packs are used first: for example, if you had 20 questions, buy a 300-question pack and ask 10, the new pack is still intact. A pack from which even one question has been used, or bought more than 14 days ago, cannot be refunded. Your statutory rights as a consumer are not affected. For any problem write to info@tceitalia.com.

5. Automatic top-up

If you turn on automatic top-up, when the remaining questions drop below the threshold you chose we buy the same pack for you, through Paddle and with the card you provided, without exceeding the monthly spending limit you set. You can change the threshold, limit and card or turn automatic top-up off at any time from the plugin settings; the change applies to the following top-ups. If a payment fails, automatic top-up is suspended and we let you know.

6. When a question is deducted

A question is deducted when the artificial intelligence model has produced an answer. If the service or the model does not answer, the question is not deducted. If the plugin repeats the same question within 10 minutes (for example after a network error) it is not deducted again. Free questions are used before purchased ones.

7. Fair use and limits

To protect the service we limit the number of questions per site in a given period and the activation requests; when a limit is reached the plugin tells you when to try again. You may not use the service for purposes other than analysing the data of your own store, try to circumvent its limits or checks, send unlawful content or resell access to it.

In particular, you may not use the service, or the artificial intelligence model it forwards questions to, to generate or try to generate illegal content, hateful, discriminatory or harassing content, non-consensual sexual content, malicious code, content that violates the privacy or other rights of others, or to deceptively impersonate other people.

In case of abuse we may suspend or block the account; purchased and unused questions of an account blocked because of your violation are not refunded.

8. Automatically generated answers

Queries are written by an artificial intelligence model and may contain errors or interpret the question differently from what you meant. The plugin shows the query used: check the results before making important decisions. The service does not replace accounting or professional advice.

9. Availability and changes

We do our best to keep the service available, but we do not guarantee that it works without interruptions or errors: there may be maintenance, failures or problems with suppliers (for example the artificial intelligence model). We may change the model used, the features and the prices of future packs. If we decide to close the service, we will tell you by email at least 30 days in advance and refund purchased and unused questions.

10. Liability

To the extent permitted by law, we are not liable for indirect damages, loss of profits or decisions made on the basis of the answers. Our total liability to you does not exceed what you paid us for the service in the 12 months before the event. Cases of wilful misconduct or gross negligence are excluded from this limit.

11. Personal data

How we process data is described in the privacy policy. If you write personal data of your customers in a question (for example a name), you are the controller of that data and we act as processor: on request we provide the data processing agreement (DPA).

12. Changes to these terms

We may update these terms. Important changes are notified by email at least 15 days before they take effect; by continuing to use the service after that date you accept them.

13. Governing law

These terms are governed by Italian law. The courts of Vicenza have exclusive jurisdiction over any dispute.

Contact

For any question about these terms write to info@tceitalia.com.