Terms of service

By signing in to Tendyou agree to these terms. If you don't agree, please don't use the service.

The service

Tend (operated by Convect) helps small shops manage Instagram DM and comment customer conversations: it classifies inbound messages, proposes draft replies for your review, and organises order details. Drafts are advisory; you review and send (or modify and send) every customer-facing reply unless you explicitly opt into auto-send for routine confirmations. You remain the sole author and sender of all messages your shop publishes. Tend is a tool, not the speaker.

Beta service

Tendis currently offered as a pre-release beta. The service may be changed, suspended, or withdrawn at any time without notice; features may break, behave incorrectly, or be removed; data is held with reasonable but not extraordinary durability guarantees while in beta. You acknowledge that you're using the service knowing this and accept the increased risk that comes with pre-release software. Don't rely on Tend as your sole record of customer conversations during the beta period.

Your account

You sign in with Instagram, with Google, or with an email address and password. You're responsible for keeping your sign-in credentials secure, for the accuracy of any policies, menus, or notes you enter into the app, and, where you connect Instagram, for ensuring you have the right to connect that Instagram account to Tend. If you authorise a teammate to use Tend on your behalf, their actions through the product count as yours.

Acceptable use

You agree not to:

• Use the service to send spam, harassment, deceptive content, unlawful offers, or anything that violates Meta's Platform Terms or applicable law.
• Attempt to access another shop's data, reverse-engineer the service, scrape it, or interfere with its operation.
• Use the AI-generated drafts in ways that misrepresent your shop's availability, pricing, or capabilities. Drafts are suggestions; you are responsible for what you actually send to customers.
• Use the service in regulated contexts (medical, legal, financial advice; sales of age-restricted goods to verified ages; etc.) without ensuring your own compliance with the applicable rules.

AI-generated content

Tenduses third-party AI models to classify DMs and propose drafts. AI output can be wrong, incomplete, biased, or inappropriate for the situation, and may misread customer intent or invent facts that aren't in your menu/policies. You acknowledge this is inherent to AI and accept that:

• You are solely responsible for reviewing every draft before sending and for any commitments, prices, dates, or other claims made to customers in your replies.
• Where you have opted into auto-send for routine confirmations, you accept that those automated messages may occasionally be wrong, and you remain responsible for them as if you had sent them yourself.
• Tend makes no representation that AI output will be accurate, suitable, or fit for any particular purpose, and provides no warranty as to its quality.

Third-party integrations

Some features rely on you connecting third-party accounts to Tend. Today those are Instagram (the Instagram account your shop runs on, via Meta Login), Stripe (your Tend subscription billing), SumUp (optional, to take card payments from your own customers), and Google Calendar (optional, for syncing bookings onto your Google calendar). When you connect one of these:

• You authorise Tend, acting on your behalf, to use that third party's API for the feature it powers. The scope of access is shown to you on the third party's consent screen at the time you connect.
• You remain subject to the third party's own terms (Meta Platform Terms, Stripe Services Agreement, the SumUp merchant agreement, Google API terms). Their behaviour, availability, and pricing are outside our control.
• You can disconnect at any time from Settings in Tend, or by revoking access on the third party's account dashboard. On disconnect we revoke our credential and delete the corresponding tokens from our database. Data already written to those platforms (Stripe charges, SumUp payments, Google Calendar events) remains under your control there.
• Specifically for Google Calendar: Tend creates one dedicated calendar called “Tend” inside your Google account on first connect, and only writes bookings into that calendar. We never read or write your primary calendar or any other calendar you own or share. Our use of Google API data is subject to the Limited Use requirements of the Google API Services User Data Policy. See the Privacy policy for the full disclosure.

Owner calls

Tend can call you on the phone when the bot is unsure how to answer a customer DM, ask the question, listen to your answer, and turn it into the customer-facing reply. By verifying a phone number in your settings you consent to receiving these calls and to recording and transcribing them for the duration of the call. You can pause owner calls at any time, set quiet hours, or remove your phone number to opt out entirely. Your phone number is never shared with customers and is never used for marketing.

Your customers' data

Customer messages routed through Tend contain personal data of third parties (your customers). For data-protection purposes, you are the data controller for that content and Tendacts as a processor on your behalf. You're responsible for having a lawful basis to process customer messages (typically the customer initiating contact with your shop) and for any privacy notices you owe customers under applicable law. A data processing addendum (DPA) is available on request.

Fees and billing

Pricing is presented on our pricing page and at sign-up. Plans are billed monthly in advance; usage that exceeds plan limits (drafts, owner calls, call minutes) is billed at the end of each calendar month at the per-unit rates listed on the pricing page. Customer DM volume (inbound and outbound) is not metered.

Payments for your Tend subscription are processed by Stripe. By providing payment information you authorise us, through Stripe, to charge your chosen payment method for the recurring fees and any usage overage. Fees are non-refundable except where required by law, though we may at our discretion grant pro-rated credits in cases of extended service unavailability.

Payments you collect from your own customers (for example via a connected SumUp account) are between you, your customer, and the payment provider, under that provider's terms. Tend only creates the checkout and records whether it was paid; we are not the merchant of record for your customer sales and do not hold those funds.

We'll give at least 30 days' notice before raising prices on an existing plan. Plan changes you initiate (upgrades, downgrades, cancellations) take effect according to the rules described in the in-app billing portal. During the beta period the service may be offered free of charge; that doesn't oblige us to keep it free indefinitely.

Termination

You can stop using the service at any time by disconnecting any linked accounts (for example revoking Instagram authorisation in your IG settings) or by emailing us to close your account. We may suspend or terminate accounts that violate these terms or that we reasonably believe pose a risk to the service, other customers, or third parties, with notice except where immediate action is needed.

Indemnification

You agree to defend, indemnify, and hold harmless Convect, its directors, employees, and contractors from and against any claims, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to: (a) the messages your shop sends, including any sent based on AI drafts; (b) your use of the service in breach of these terms or applicable law; (c) the policies, menus, or other content you enter into the app; and (d) any dispute between you and a customer of your shop.

Disclaimers

The service is provided “as is” and “as available”, without warranties of any kind, whether express or implied, including (without limitation) implied warranties of merchantability, fitness for a particular purpose, non-infringement, or uninterrupted availability. Instagram is a third-party platform; we depend on Meta's APIs and their behaviour can change without notice. We don't guarantee that AI drafts will be accurate, that messages will be delivered, or that the service will be free from errors, bugs, or downtime.

Liability

To the maximum extent permitted by law, Convect's aggregate liability for any claim arising out of or related to the service is limited to the greater of (a) the fees you paid for the service in the 12 months preceding the claim, or (b) one hundred euros (€100). We will not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, nor for lost profits, lost revenue, lost data, lost goodwill, or business interruption, even if we've been advised of the possibility of those damages. These limitations apply to the fullest extent permitted by law and survive termination of these terms.

Governing law & disputes

These terms are governed by the laws of Ireland, without regard to conflict-of-laws rules. The courts of Ireland have exclusive jurisdiction over any dispute arising out of or related to these terms or the service, except that nothing here prevents either party from seeking injunctive relief in any court of competent jurisdiction. Consumer rights protections that cannot be waived under your local law are not affected by this clause.

Miscellaneous

These terms are the entire agreement between you and Convect about the service and supersede any prior agreement on the same subject. If any provision is held unenforceable, the remaining provisions remain in effect. Our failure to enforce a provision is not a waiver of our right to enforce it later. You may not assign these terms without our consent; we may assign them as part of a merger or sale of the business. Nothing in these terms creates an agency, partnership, or joint venture between us.

Changes

We'll update these terms occasionally and bump the “Last updated” date above. Material changes will be communicated to active accounts before they take effect. Continued use after the effective date counts as acceptance.

Contact

Questions or notices under these terms can be sent to hello@tendbyconvect.app.