Terms of service
Last updated: October 24, 2026
These terms apply when you install or use Relayo, a Shopify app provided by NovaSoft ("we"). By installing the app you agree to them.
The service
Relayo is a hosted service (software as a service), not a software license. It adds a chat with a team of AI agents to your storefront through a Shopify theme app embed, and gives you an admin panel to set the agents up, read the conversation journal and the Atlas report. You keep control: the embed can be switched off in your theme editor at any time, and the app never edits your theme files, products or settings.
AI answers
- Replies are generated from your catalog and policies, by an AI model when a provider is configured. They can be wrong, incomplete or out of date. Read the journal and correct your catalog and policies when something is off.
- Prices and stock shown in the chat are copied from your catalog mirror. Keep your catalog accurate; the agents cannot know what is not in it.
- The chat tells shoppers it is AI and the agents introduce themselves as AI agents. Do not set the agents up to claim they are human.
- The agents give no medical, legal or financial advice and change nothing in your store. You are responsible for how the chat is used in your store and for your own obligations to your shoppers, including naming your AI provider in your privacy policy.
- We do not promise sales, conversion, customer satisfaction or any other outcome.
Your staff on the operator line
- On plans with the operator line, you invite staff by email to answer shoppers who ask for a person. You decide who is invited and remove them when they leave; invitations and sign-in links are personal.
- What your staff write to shoppers is your store's message, not ours. Staff appear to shoppers with the name you give them and the label "Person".
- When nobody is online, a shopper may leave an email with consent. Use it only to answer that request, and delete it when the chat is resolved or when the shopper asks.
Your own AI provider key
If you enter a key from OpenAI, Google or Anthropic, we send shopper messages and the context needed to answer to that provider on your behalf. Your agreement with that provider, and its fees, are between you and them. Set a daily spend cap in Settings to limit what the chat may spend.
Plans and payment
- All charges are billed by Shopify through your Shopify invoice, every 30 days, in USD. We never handle card details.
- The free trial can be used once per store. It ends when its days run out or when you cancel.
- You can switch plans or move to the Free plan at any time inside the app. Paid features stop at once and the current period is prorated by Shopify.
- Uninstalling the app ends your subscription.
- We may change prices. Existing subscriptions keep their price until you change plan or reinstall.
Fair use
Each plan has a monthly number of AI conversations; above it the chat answers from your policies until the next period. Each plan also has a catalog size; products beyond it are not mirrored into the app. Do not use the app to generate traffic to other sites, to overload our service or the AI providers, or to collect personal data from shoppers. We may limit request rates to keep the service stable for everyone.
Availability
We aim to keep the service running at all times but do not guarantee it. Short interruptions for maintenance can happen, and the AI providers have their own outages. If the service is unavailable for a long time, you may cancel and are not charged for the unavailable period.
Liability
The service is provided as is. To the extent allowed by law, our total liability for any claim is limited to the fees you paid us in the 3 months before the claim. We are not liable for lost sales, lost data outside the app, the content of AI replies, or indirect damage.
Who may use it
You must be the owner or an authorized staff member of the store. The service is not available to persons or stores in countries or territories under EU, UK or US sanctions.
Ending the agreement
You can stop at any time by uninstalling the app. We may suspend or end access if these terms are broken or if the app must be withdrawn from the Shopify App Store. Data handling after uninstall is described in the privacy policy.
Changes and law
We may update these terms; material changes are announced inside the app and the date above is updated. These terms are governed by the laws of Georgia.
Contact
NovaSoft, Zestaponi, Georgia · support@novasoft.ge
Questions: support@novasoft.ge · Privacy policy · Terms of service · All NovaSoft apps