Last updated: May 12, 2026
Table of Contents
In these Terms of Service ("Terms", "Agreement"), the following definitions apply:
Relio is operated by KDVR GARMS SRL, a company incorporated and registered under the laws of Romania.
Relio provides an AI-powered sales chat assistant platform designed primarily for e-commerce stores. Our technology uses semantic artificial intelligence — including vector embeddings and large language models — to understand customer intent and recommend relevant products from a store's catalog. The Platform supports multiple import methods (CSV, Web Scraper, Google Merchant Feed, Shopify, and WooCommerce), operates in over 90 languages, and includes features such as lead capture, live chat handoff, analytics, coupon creation, order tracking, and knowledge base integration.
Relio is not a generic customer support tool. It is a conversion-focused sales engine designed to help e-commerce businesses increase revenue through intelligent, AI-driven product recommendations and customer engagement.
By creating an Account, accessing the Platform, installing the Widget, subscribing to a Plan, or otherwise using any part of the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms in their entirety. If you are entering into these Terms on behalf of a company or other legal entity, you represent and warrant that you have the authority to bind such entity to these Terms, in which case "you" and "your" shall refer to such entity.
If you do not agree with any part of these Terms, you must not create an Account, install the Widget, or use the Service in any manner.
These Terms constitute a legally binding agreement between you and KDVR GARMS SRL. They govern your access to and use of the Platform, superseding any prior agreements, understandings, or representations, whether written or oral, relating to the subject matter hereof.
We reserve the right to modify, amend, or update these Terms at any time. Material changes will be communicated via email to the address associated with your Account or through a prominent notice on the Platform. Your continued use of the Service after such changes constitutes acceptance of the modified Terms. If you do not agree with any modifications, you must discontinue use of the Service and close your Account.
These Terms are supplemented by our Privacy Policy and our Cookie Policy, which are incorporated herein by reference. In the event of any conflict between these Terms and the Privacy Policy, these Terms shall prevail unless the Privacy Policy explicitly states otherwise with respect to data protection matters.
Relio provides a multi-tenant software-as-a-service platform that enables e-commerce businesses to deploy AI-powered chat assistants on their websites. The core services include:
We strive to maintain high availability of the Service but do not guarantee uninterrupted, error-free, or continuous access. The Service may be temporarily unavailable due to scheduled maintenance, system upgrades, emergency repairs, or circumstances beyond our reasonable control (including but not limited to: internet outages, DNS failures, DDoS attacks, hosting provider issues, or force majeure events).
We will make commercially reasonable efforts to provide advance notice of scheduled maintenance that may result in significant service disruption. However, emergency maintenance may be performed without prior notice when necessary to protect the integrity, security, or availability of the Platform.
Relio reserves the right to modify, enhance, or discontinue any feature or functionality of the Service at any time, with or without notice. We will make commercially reasonable efforts to notify Customers of material changes that significantly affect their use of the Service. Continued use of the Service after such modifications constitutes acceptance of the changed Service.
From time to time, we may offer beta, preview, or experimental features. Such features are provided "as is" and "as available" without any warranties. We may modify or discontinue beta features at any time without notice or liability. Your use of beta features is at your own risk.
THE AI ASSISTANT IS A SOFTWARE TOOL THAT GENERATES RESPONSES USING LARGE LANGUAGE MODELS AND SEMANTIC SEARCH TECHNOLOGY. AI-GENERATED CONTENT IS PRODUCED ALGORITHMICALLY AND MAY CONTAIN INACCURACIES, ERRORS, OMISSIONS, OR CONTENT THAT IS MISLEADING, INCOMPLETE, OR CONTEXTUALLY INAPPROPRIATE.
You acknowledge and agree that:
THE AI ASSISTANT DOES NOT PROVIDE MEDICAL ADVICE, DIAGNOSES, TREATMENT RECOMMENDATIONS, LEGAL COUNSEL, FINANCIAL GUIDANCE, OR ANY OTHER FORM OF PROFESSIONAL ADVICE. While Relio implements safety guardrails — including an optional "Pharma Guard" compliance feature for health-related product stores — these measures are provided on a best-effort basis and do not eliminate the risk of inappropriate AI responses regarding health conditions, medications, supplements, or therapeutic claims.
Customers operating in regulated industries (including but not limited to: pharmaceuticals, dietary supplements, health and wellness, medical devices, financial services, legal services, insurance, and alcohol/tobacco) bear sole responsibility for:
THE CUSTOMER IS SOLELY RESPONSIBLE FOR ALL AI-GENERATED CONTENT DISPLAYED ON OR THROUGH THEIR WEBSITE. Relio provides the technology platform; the Customer deploys it on their own website and is responsible for monitoring its behavior. This includes:
The Platform uses OpenAI's language models (currently GPT-4o-mini) and embedding models (currently text-embedding-3-small) to power AI conversations and semantic search. Customer Data may be processed by these third-party AI providers in accordance with their respective terms of service and privacy policies. Relio does not control how third-party AI providers process data beyond the contractual agreements in place.
You acknowledge that:
Relio does not guarantee any specific business outcomes, including but not limited to: increased sales, higher conversion rates, improved customer satisfaction, lead generation volumes, or return on investment. While our technology is designed to optimize conversions and enhance customer engagement, actual results depend on numerous factors outside our control, including product quality, pricing, market conditions, website traffic, and customer behavior.
You retain all ownership rights in and to your Customer Data. By uploading, importing, or otherwise providing Customer Data to the Platform, you grant Relio a limited, non-exclusive, worldwide, royalty-free license to use, process, store, display, and transmit your Customer Data solely for the purpose of providing and improving the Service. This license terminates upon deletion of the Customer Data or termination of your Account, subject to our data retention policies and any applicable legal obligations.
You represent and warrant that:
You shall not upload, import, or otherwise provide Customer Data that:
As a Customer of the Platform, you agree to:
Relio implements industry-standard security measures to protect the Platform and Customer Data, including but not limited to:
While we implement reasonable security measures, no system is completely secure. You acknowledge that:
In the event of a confirmed security breach that affects Customer Data, we will notify affected Customers without undue delay (and in any event within 72 hours of becoming aware of the breach) via email to the address associated with the Account. Such notification will include, to the extent known: the nature of the breach, the data affected, the measures taken to address the breach, and recommendations for protective actions.
The Platform integrates with and depends upon various third-party services. Your use of the Platform may be subject to the terms of service and privacy policies of these third parties, including but not limited to:
Relio is not responsible for the availability, accuracy, reliability, or performance of any third-party services. If a third-party service experiences downtime, changes its terms, modifies its API, increases its pricing, or discontinues its service, this may affect the functionality or availability of certain Relio features. We will make commercially reasonable efforts to mitigate such impacts but assume no liability for disruptions caused by third-party services.
When you connect third-party platforms (such as Shopify or WooCommerce) to the Service, you authorize Relio to access your account on those platforms to the extent necessary to provide the Service. You are responsible for maintaining your accounts on third-party platforms and ensuring that the connections remain active and properly configured.
The Platform, including all software, algorithms, source code, object code, APIs, designs, user interfaces, documentation, trade secrets, know-how, and other technology underlying the Service, is and remains the exclusive property of KDVR GARMS SRL. These Terms do not grant you any ownership interest in the Platform. You receive only a limited, non-exclusive, non-transferable, revocable license to access and use the Service in accordance with these Terms and your Subscription Plan.
The Relio name, logo, trademarks, service marks, and all associated branding are the exclusive property of KDVR GARMS SRL. You may not use any Relio trademarks without our prior written consent, except as expressly permitted under these Terms (e.g., the "Powered by Relio" widget watermark).
As stated in Section 6.1, you retain all ownership rights in your Customer Data. Relio claims no intellectual property rights over your product catalogs, descriptions, images, knowledge base content, or other Customer Data.
Conversation Data generated through the Platform is jointly licensed. You have the right to access, export, and use Conversation Data associated with your Sites. Relio retains the right to use anonymized and aggregated Conversation Data for the purposes of improving the Service, developing new features, generating benchmarks, and conducting research — provided such use does not identify you, your business, or any individual End User.
AI-Generated Content produced by the Platform is not subject to traditional intellectual property ownership. To the extent legally permissible, you are granted a non-exclusive license to use AI-Generated Content displayed through your Widget for your business purposes. However, you acknowledge that similar or identical content may be generated for other Customers and that AI-Generated Content may not be protectable under copyright or other intellectual property laws.
If you provide us with feedback, suggestions, ideas, or recommendations regarding the Platform ("Feedback"), you grant Relio an irrevocable, perpetual, worldwide, royalty-free license to use, modify, incorporate, and commercialize such Feedback without any obligation to compensate you or maintain confidentiality.
The Widget includes a "Powered by Relio" attribution watermark. This watermark may be removed on paid subscription plans as specified in the Plan features. If the watermark is displayed, you grant Relio permission to use your website as a reference example of the Platform in operation. You may not modify, obscure, or remove the watermark on plans where it is required.
Relio offers multiple subscription tiers (currently: Free, Starter, Advanced, Boost, 2Performant Partner, and Enterprise), each with different feature entitlements, usage limits, and pricing. Current plan details, pricing, and feature comparisons are available at https://relio.chat/pricing.
The Free Plan provides limited access to the Service at no charge. Free Plans are subject to usage limitations (including conversation limits and product limits) and may have restricted access to premium features. Relio reserves the right to modify, limit, or discontinue the Free Plan at any time.
Paid subscriptions are billed in advance on a monthly or annual basis through Stripe. By subscribing to a paid Plan, you authorize Relio (through Stripe) to charge your designated payment method at the beginning of each Billing Cycle. Annual subscriptions are billed as a single payment for the full year.
Relio reserves the right to change subscription pricing at any time. For existing Customers on paid Plans, price changes will take effect at the beginning of the next Billing Cycle following at least 30 days' written notice (via email). If you do not agree with a price change, you may cancel your subscription before the new pricing takes effect.
Certain Plans (currently Boost and 2Performant Partner) support conversation overage billing. When enabled, conversations exceeding the Plan's monthly limit will be billed at the applicable per-conversation rate (currently $0.18 per conversation). Overage charges are billed at the end of each Billing Cycle through Stripe's metered billing system.
All prices are exclusive of applicable taxes (including VAT, sales tax, and other governmental charges) unless explicitly stated otherwise. You are responsible for all applicable taxes related to your use of the Service. Relio will collect and remit taxes where required by law.
If a payment fails, we may retry the charge according to Stripe's default retry schedule. If payment remains unsuccessful after multiple retries, we may suspend or downgrade your Account until payment is received. We are not responsible for any service interruption resulting from failed payments.
Subscription fees are generally non-refundable. Refunds may be issued on a case-by-case basis at Relio's sole discretion. To request a refund, contact us at [email protected] within 14 days of the charge. Annual subscriptions that are cancelled mid-term are not eligible for prorated refunds unless otherwise agreed in writing.
From time to time, we may offer promotional pricing, free trials, or discounted introductory rates. Such offers are subject to their own terms and conditions and may be limited in duration, availability, or eligibility. Upon expiration of a promotional period, standard pricing will apply automatically.
Relio offers optional premium services including Initial Setup, Expert Consultation, and Team Member Add-ons. These services are subject to separate pricing and may be purchased in addition to your subscription Plan. Details and pricing for premium services are available at https://relio.chat/pricing or upon request.
These Terms become effective on the Effective Date and continue until terminated by either party in accordance with this Section. Paid subscriptions automatically renew at the end of each Billing Cycle unless cancelled before the renewal date.
You may cancel your subscription at any time through the Stripe Customer Portal accessible from your Account dashboard (Plan & Usage section) or by contacting us at [email protected]. Upon cancellation:
Relio may suspend or terminate your Account, in whole or in part, immediately and without prior notice if:
Upon termination of your Account:
Prior to Account termination or within 30 days thereafter, you may request an export of your Customer Data and Conversation Data by contacting us at [email protected]. We will provide the data in a commonly used, machine-readable format (such as CSV or JSON) within a reasonable timeframe. After the 30-day post-termination period, we reserve the right to permanently delete all data associated with your Account.
You agree not to, and not to permit any third party to:
The Platform implements rate limiting and anti-spam measures to protect the integrity of the Service. These measures include per-session message limits, conversation frequency limits, and automated spam detection. Attempting to circumvent these measures is a violation of these Terms and may result in immediate Account suspension.
Relio reserves the right to investigate suspected violations of this Acceptable Use Policy and to take appropriate action, including but not limited to: issuing warnings, temporarily suspending access, permanently terminating Accounts, removing content, and reporting violations to law enforcement authorities.
THE SERVICE IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, RELIO EXPRESSLY DISCLAIMS ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO:
RELIO DOES NOT PROVIDE MEDICAL, PHARMACEUTICAL, NUTRITIONAL, OR THERAPEUTIC ADVICE. THE AI ASSISTANT IS NOT A LICENSED HEALTHCARE PROFESSIONAL, PHARMACIST, DOCTOR, OR MEDICAL DEVICE. Even when the optional Pharma Guard compliance feature is enabled, Relio cannot guarantee that all AI-Generated Content will comply with health and safety regulations in all jurisdictions. The Pharma Guard feature is provided as a best-effort safety layer and does not constitute a certification or guarantee of regulatory compliance.
Customers selling health-related products (including but not limited to: dietary supplements, vitamins, herbal remedies, natural health products, wellness products, sports nutrition, and beauty/skincare products) acknowledge and accept that:
Relio is a technology platform that facilitates AI-powered product recommendations. We do not sell, distribute, manufacture, or endorse any products listed in Customer catalogs. All product information, pricing, availability, descriptions, and images are provided by the Customer and displayed by the AI as-is. Relio is not a party to any transaction between the Customer and their End Users.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL RELIO, ITS DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, AFFILIATES, SUCCESSORS, OR ASSIGNS BE LIABLE FOR ANY:
THE FOREGOING LIMITATIONS SHALL APPLY REGARDLESS OF THE LEGAL THEORY UPON WHICH DAMAGES ARE SOUGHT (CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, OR OTHERWISE), EVEN IF RELIO HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
IN NO EVENT SHALL RELIO'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE EXCEED THE GREATER OF: (A) THE TOTAL FEES PAID BY YOU TO RELIO DURING THE TWELVE (12) MONTH PERIOD IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (B) ONE HUNDRED US DOLLARS (USD $100.00).
Nothing in these Terms shall exclude or limit liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be excluded or limited by applicable law; or (d) Relio's willful misconduct.
You acknowledge that the limitations of liability set forth in this Section reflect a reasonable allocation of risk between the parties and are a fundamental element of the basis of the bargain between you and Relio. The Service would not be provided without such limitations.
You agree to indemnify, defend, and hold harmless KDVR GARMS SRL, its directors, officers, employees, agents, affiliates, successors, and assigns (collectively, the "Relio Parties") from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees and court costs) arising out of or related to:
The Relio Parties will: (a) promptly notify you of any claim subject to indemnification; (b) provide you with reasonable cooperation and assistance in defending such claim; and (c) give you sole control of the defense and settlement of such claim, provided that you may not settle any claim in a manner that admits liability on behalf of any Relio Party without our prior written consent.
Relio provides email-based support to all Customers at [email protected]. We aim to respond to support requests within 2 business days, though response times may vary based on the complexity of the issue and current support volume.
Customers on the Boost Plan or Enterprise Plan may be eligible for priority support with faster response times and dedicated assistance. Priority support availability and terms are specified in the applicable Plan documentation.
Support covers questions and issues related to the Platform's features, functionality, configuration, and technical operation. Support does not include:
Confidential Information includes any non-public information disclosed by either party to the other in connection with these Terms, including but not limited to: business plans, pricing strategies, customer lists, technical specifications, algorithms, source code, product roadmaps, financial information, and any information marked as "confidential" or that a reasonable person would understand to be confidential.
Each party agrees to: (a) maintain the confidentiality of the other party's Confidential Information using at least the same degree of care it uses to protect its own confidential information (and in no event less than reasonable care); (b) use Confidential Information only for the purposes contemplated by these Terms; and (c) not disclose Confidential Information to any third party except to employees, contractors, or agents who have a need to know and are bound by confidentiality obligations no less restrictive than those in these Terms.
Confidential Information does not include information that: (a) was publicly available at the time of disclosure or becomes publicly available through no fault of the receiving party; (b) was already known to the receiving party without restriction; (c) is independently developed by the receiving party without reference to the disclosing party's Confidential Information; or (d) is required to be disclosed by law, regulation, or court order, provided that the receiving party gives the disclosing party prompt notice and cooperates with any efforts to limit the scope of disclosure.
During the term of your subscription, Relio may identify you as a Customer and use your company name and logo on the Relio website, marketing materials, case studies, and customer lists. If you do not wish to be identified as a Customer, you may opt out by notifying us in writing at [email protected]. Additionally, the "Powered by Relio" attribution in the Widget constitutes a form of mutual publicity that benefits both parties through reciprocal brand exposure.
These Terms shall be governed by and construed in accordance with the laws of Romania, without regard to its conflict of law principles. The application of the United Nations Convention on Contracts for the International Sale of Goods (CISG) is expressly excluded.
Any dispute arising out of or relating to these Terms or the Service that cannot be resolved through good-faith negotiation shall be submitted to the exclusive jurisdiction of the courts of Romania. Both parties consent to the personal jurisdiction of such courts and waive any objection to venue in such courts.
Before filing any formal legal action, the parties agree to attempt to resolve any dispute through informal negotiation. The aggrieved party shall send a written notice to the other party describing the dispute and the desired resolution. The parties shall make good-faith efforts to resolve the dispute within 30 days of receiving such notice. If the dispute is not resolved within this period, either party may proceed with formal legal action.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, YOU AGREE THAT ANY DISPUTE RESOLUTION PROCEEDINGS WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION. You waive any right to participate in a class action lawsuit or class-wide arbitration against Relio.
These Terms, together with the Privacy Policy, Cookie Policy, and any applicable Plan-specific terms or order forms, constitute the entire agreement between you and Relio regarding the subject matter hereof. They supersede all prior and contemporaneous agreements, proposals, representations, and understandings, whether written or oral.
If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it enforceable, or if modification is not possible, shall be severed from these Terms. The remaining provisions shall continue in full force and effect.
The failure of either party to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. Any waiver must be in writing and signed by the waiving party to be effective.
You may not assign, transfer, or delegate your rights or obligations under these Terms without Relio's prior written consent. Relio may assign, transfer, or delegate its rights and obligations under these Terms without restriction, including in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets. Any attempted assignment in violation of this provision is void.
Neither party shall be liable for any failure or delay in performing its obligations under these Terms to the extent that such failure or delay is caused by circumstances beyond its reasonable control, including but not limited to: natural disasters, pandemics, epidemics, war, terrorism, riots, government actions, embargoes, sanctions, power outages, internet failures, telecommunications failures, fire, flood, earthquake, or other acts of God ("Force Majeure Event"). The affected party shall promptly notify the other party of the Force Majeure Event and make reasonable efforts to mitigate its effects.
The relationship between Relio and the Customer is that of independent contractors. These Terms do not create any partnership, joint venture, agency, employment, or franchise relationship between the parties.
All notices under these Terms shall be in writing and delivered via email. Notices to Relio shall be sent to [email protected]. Notices to the Customer shall be sent to the email address associated with the Customer's Account. Notices are deemed received upon confirmed delivery.
Section headings in these Terms are for convenience of reference only and do not affect the interpretation or construction of any provision.
These Terms are entered into solely between Relio and the Customer. No End User, third party, or other person shall be deemed a third-party beneficiary of these Terms or have any right to enforce any provision hereof, except as expressly provided.
These Terms are drafted in English. In the event of any inconsistency between the English version and any translated version, the English version shall prevail.
The following sections shall survive any termination or expiration of these Terms: Sections 1 (Definitions), 5 (AI Disclaimers), 9 (Intellectual Property), 13 (Limited Warranty), 14 (Limitation of Liability), 15 (Indemnification), 17 (Confidentiality), 19 (Governing Law), and 20 (General Terms).
If you have any questions, concerns, or requests regarding these Terms of Service, please contact us at:
For urgent security concerns or data breach notifications, please contact [email protected] with "URGENT: Security" in the subject line.
