Terms of Service

Last updated: October 16, 2026

These Terms of Service ("Terms") are an agreement between you and Farlo ("Farlo", "we", "us" or "our"). They govern your access to and use of Farlo's websites (farlo.si and app.farlo.si), dashboard, chat widget, email channel, integrations and related services (together, the "Service").

By creating an account, accepting these Terms or using the Service, you agree to them on behalf of yourself and the business you represent ("you" or "Customer"). If you don't agree, don't use the Service.

1. The Service

1.1Farlo provides an AI customer support agent for online businesses. The agent answers your customers ("End Customers") on your website and by email, using information you provide or connect, such as your website, help center, documents and Shopify store. It hands conversations it can't solve to your team and learns from your team's answers.

1.2Your team can answer handed-over conversations in Farlo's inbox, or in a helpdesk or email inbox you choose.

1.3The Service is for businesses only. By using it, you confirm that you are at least 18 years old and use the Service for business purposes.

2. Your account

2.1You must give accurate information when you sign up and keep it up to date.

2.2You are responsible for everything that happens under your account, including the actions of team members you invite, and for keeping login details secure. Tell us at once at legal@farlo.si if you suspect unauthorized access.

2.3You may run several shops (workspaces) under one account, within the limits of your plan.

3. Free trial

3.1New accounts may start with a free trial of 14 days. No payment details are needed for the trial.

3.2When the trial ends, the AI agent stops answering unless you choose a paid plan. We may change or end trial offers at any time.

4. Plans, fees and payment

4.1Plans. Paid plans include a monthly fee and a number of AI resolutions per month, as shown on our pricing page when you subscribe. Resolutions beyond the included number are charged at the per-resolution rate of your plan.

4.2What counts as a resolution. A resolution is a conversation the AI agent solves without a person: the End Customer confirms the answer helped, or doesn't write again within 30 minutes (chat) or 72 hours (email) after the agent's last answer. Each conversation counts at most once. Conversations handed to your team, conversations your team closes and test chats in the dashboard are not charged.

4.3Billing. Plan fees are billed monthly in advance. Additional resolutions are billed monthly in arrears. Prices are in US dollars and exclude taxes, which you pay where they apply. Payments are processed by our payment provider.

4.4Renewal and cancellation. Plans renew automatically each month until you cancel. You can cancel at any time, and the cancellation takes effect at the end of the current billing period. Fees already paid are not refunded, except where the law requires it.

4.5Late payment. If a payment fails, we may pause the AI agent after notifying you, until the outstanding amount is paid.

4.6Price changes. We may change prices with at least 30 days' notice by email or in the dashboard. New prices apply from your first billing period after the notice period.

5. Your responsibilities

5.1Information and settings. You are responsible for the information you give the Service (website content, documents, instructions and connected stores) and for the settings you choose, including which topics go to your team. Keep this information accurate and up to date.

5.2Telling End Customers about AI. Where the law requires it, you must make clear to End Customers that they are talking to an AI system. The chat widget shows an "AI" label by default. If you turn it off, this disclosure is your responsibility.

5.3End Customer information. You are responsible for having the rights and permissions needed to let us process your End Customers' information through the Service, and for any notices you must give them.

5.4Connected services. When you connect a Shopify store, an email address, a helpdesk or another service, you authorize us to access and use it within the permissions you grant, to provide the Service.

5.5Your team. You are responsible for the answers your team sends through the Service.

6. Acceptable use

You must not use the Service to:

1. break any law or infringe anyone's rights;
2. send spam, unsolicited marketing or deceptive messages, or impersonate anyone;
3. collect payment card numbers, government ID numbers, health information or other sensitive information the Service isn't designed for;
4. make decisions with legal or similarly significant effects on people, such as credit, employment or insurance decisions, without human review;
5. try to access other customers' data, bypass security or usage limits, probe or attack the Service, or overload it;
6. copy, resell or reverse engineer the Service, or use it to build a competing product, except as the law allows;
7. upload malicious code, or content that is illegal, hateful, harassing or sexually explicit.

We may suspend accounts or remove content that breaks these rules.

7. AI-generated answers

7.1The AI agent creates answers automatically from the information available to it. AI can make mistakes: answers may be incomplete, outdated or wrong. Farlo checks answers and hands uncertain or sensitive cases to your team, but we don't guarantee that every answer is correct.

7.2You decide what the agent may answer, and you are responsible for commitments made to your End Customers in your name. Review conversations in the dashboard and correct answers where needed; corrections apply from the next message.

7.3Don't rely on the agent for decisions that need a person, such as refunds, legal questions or complaints. Set these up as topics that go to your team.

8. Your data

8.1Ownership. You own the data you and your End Customers provide through the Service, including knowledge, conversations and settings ("Customer Data").

8.2Our use. You allow us to host, copy, process, transmit and display Customer Data only as needed to provide, secure and improve the Service, and to comply with the law.

8.3No training. We don't use Customer Data to train AI models. We send data to AI models only through providers that don't store it or train on it. Answers your team teaches the agent stay in your workspace.

8.4Usage statistics. We may use aggregated statistics about the use of the Service, such as numbers of conversations and answer times, that don't identify you or your End Customers.

8.5Export and deletion. You can ask us for an export of your Customer Data at legal@farlo.si. After your account ends, we delete Customer Data within 30 days. Backup copies are removed within a further 14 days, unless the law requires us to keep them longer.

8.6Service providers. We use trusted providers to run the Service, including hosting, email delivery, domain and email routing, and AI model routing. They process data only to provide their services to us. Our Privacy Policy lists them.

8.7Security. We protect Customer Data with industry-standard measures, including encrypted connections, encryption of stored access tokens and keys, separation of each customer's data, and limited access. No system is perfectly secure. Tell us at once at legal@farlo.si if you notice a security issue.

9. Confidentiality

Each party will keep the other's non-public information confidential, use it only for this agreement and protect it with reasonable care. This doesn't apply to information that is public through no fault of the receiving party, was already known to it, was developed independently, or must be disclosed by law, with notice where allowed.

10. Intellectual property

10.1Farlo and its licensors own the Service, including its software, design, texts and trademarks. These Terms give you a limited, non-exclusive, non-transferable right to use the Service during your subscription.

10.2If you send us feedback or ideas, we may use them without any obligation to you.

10.3We won't name you as a customer in our marketing without your permission.

11. Third-party services

The Service works with third-party services such as Shopify, email providers and helpdesks. Your use of them is governed by their terms. We're not responsible for third-party services, and features that depend on them may change if they change their products or interfaces.

12. Availability and changes

We work to keep the Service available and reliable, but we don't promise uninterrupted or error-free operation. We may carry out maintenance and change or improve features. If we remove a feature you pay for in a way that materially reduces the Service, we'll tell you in advance, and you may cancel.

13. Suspension and termination

13.1You may stop using the Service and cancel at any time in your account or by writing to legal@farlo.si.

13.2We may suspend or end your access with notice if you breach these Terms and don't fix the breach within 10 days, or if you don't pay. We may do so immediately if your use creates a security risk, harms others or is unlawful.

13.3When your account ends, your right to use the Service ends, fees owed remain due, and Customer Data is deleted as described in section 8.5. Sections that by their nature should continue, such as those on fees owed, confidentiality, disclaimers, liability and governing law, remain in effect.

14. Disclaimers

To the maximum extent permitted by law, the Service is provided "as is" and "as available". We disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, non-infringement and the accuracy of AI-generated answers.

15. Limitation of liability

15.1To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, goodwill or data, even if it was advised of the possibility.

15.2To the maximum extent permitted by law, each party's total liability arising out of or relating to these Terms is limited to the amounts you paid to Farlo in the 12 months before the event giving rise to the claim, or 100 US dollars if you haven't paid anything.

15.3These limits don't apply to your payment obligations, your obligations under section 16, or liability that cannot be limited by law.

16. Indemnification

You will defend and indemnify Farlo against third-party claims, losses and costs, including reasonable attorneys' fees, arising from Customer Data, from your use of the Service in breach of these Terms or the law, or from communications that you, or the AI agent on your behalf, send to End Customers, except to the extent caused by our breach of these Terms.

17. Changes to these Terms

We may update these Terms. For material changes, we'll notify you by email or in the dashboard at least 30 days before they take effect. If you keep using the Service after that, the updated Terms apply. If you don't agree, cancel before they take effect.

18. Governing law and disputes

These Terms are governed by the laws of the State of New York, without regard to its conflict-of-law rules. The state and federal courts located in New York County, New York, have exclusive jurisdiction, and both parties consent to it. Before going to court, both parties will try to resolve a dispute in good faith by email for at least 30 days.

19. General

19.1These Terms, together with our Privacy Policy and the plan you choose, are the entire agreement between you and Farlo about the Service and replace any earlier agreements on the same subject.

19.2You may not transfer these Terms without our consent. We may transfer them to an affiliate or in connection with a merger, acquisition or sale of assets.

19.3If a provision is found unenforceable, the rest remains in effect. Not enforcing a provision isn't a waiver of it.

19.4Neither party is liable for delays or failures caused by events beyond its reasonable control.

19.5We send notices to your account email address, and you send notices to legal@farlo.si. Notices by email are valid.

19.6The parties are independent contractors.

20. Contact

Questions about these Terms: legal@farlo.si