Terms of Service

1. Acceptance of Terms

Neksio is a software-as-a-service product operated by Neksio Technologies (SMC-Private) Limited, a company incorporated in Pakistan (SECP registration no. 0171961). References to "Neksio", "we" or "us" in these Terms mean that company. By accessing or using Neksio, you agree to these Terms of Service. If you are using the service on behalf of a company, you confirm that you have authority to bind that company to these Terms.

2. Services

Neksio provides self-serve software for building and running AI agents that answer customer messages, including WhatsApp Business Cloud API integration, a unified inbox, AI replies to messages and comments, Google review reply drafting, Shopify product and order support, and conversation analysis. Features may vary by plan, region, and third-party platform availability.

3. Supported Platforms and APIs

Our platform may integrate with Facebook, Instagram, WhatsApp Business Cloud API, Google Business Profile, TikTok, and Shopify through official APIs or approved developer interfaces. Your use of these integrations is also governed by each platform's own terms, policies, and developer requirements.

3b. Shopify App

Neksio offers a Shopify application ("Neksio for Shopify") available through the Shopify App Store. By installing and using the Neksio Shopify app, you also agree to the Shopify Terms of Service and the Shopify Partner Program Agreement.

Data Access and Permissions

When you install the Neksio app on your Shopify store, you authorize Neksio to access certain store data via the Shopify Admin API. The specific permissions (scopes) we request are limited to what is necessary to deliver our features, which may include:

• Store details (shop name, domain, currency, and timezone)
• Order information to power support and automation workflows
• Customer profile data (name, email, contact details) required for AI-driven messaging and inbox automation
• Product and collection data so your agent can recommend products in conversations
• Webhook subscriptions for real-time event processing

We will only request the minimum Shopify API scopes necessary for the features you choose to enable. You may review and revoke our access at any time from your Shopify Admin under Settings > Apps and sales channels.

Billing Through Shopify

If you subscribe to a paid Neksio plan through the Shopify App Store, charges will appear on your Shopify invoice and are governed by Shopify's billing terms. Shopify handles payment processing for such subscriptions; cancellations and refunds follow Shopify's standard billing policies.

Merchant Responsibilities

As a merchant using the Neksio Shopify app, you are responsible for:

• Ensuring your use of Neksio complies with Shopify's Acceptable Use Policy and all applicable laws
• Obtaining any necessary consents from your customers before using their data in Neksio automations
• Maintaining accurate store and contact information in your Shopify account
• Notifying Neksio if you believe any data has been handled contrary to these Terms or our Privacy Policy

App Uninstallation and Data Deletion

If you uninstall the Neksio Shopify app, we will process Shopify's mandatory shop/redact webhook and delete your store data in accordance with our data retention schedule and applicable law. You may also request earlier deletion by contacting us at info@neksio.com. See our Privacy Policy for full details on how Shopify merchant and customer data is handled.

3a. Google Services

Google Sign-In

Neksio uses Google OAuth 2.0 to allow users to sign in to the platform using their Google account. By signing in with Google, you agree to Google's Terms of Service and Google's Privacy Policy. We only request the minimum scopes necessary for authentication (name, email address, and profile picture). We do not use Google Sign-In data for advertising or share it with third parties beyond what is required to operate the service.

Google Business Profile API

Where you connect a Google Business Profile (formerly Google My Business) account, Neksio accesses review, post, and profile data through the Google My Business API solely to deliver the automation and analytics features you have configured. Our use of data obtained via Google APIs complies with the Google API Services User Data Policy, including the Limited Use requirements. Specifically:

• Google user data is used only for the purposes described in this policy and our Privacy Policy — not for serving ads, building profiles for unrelated purposes, or any other secondary use.
• We do not sell, transfer, or share Google user data with third parties except as necessary to provide the service or as required by law.
• You may revoke Neksio's access to your Google account at any time via your Google Account permissions.

Your use of Google Business Profile features within Neksio is also subject to Google's APIs Terms of Service and the Google Business Profile Terms of Service.

4. Account Responsibilities

You are responsible for maintaining account security, protecting credentials, managing connected platform tokens, and ensuring that all users in your workspace are authorized. You must promptly notify us of any unauthorized access or security incident.

5. Customer Content and Permissions

You retain ownership of your content, including messages, comments, media, and knowledge base data. You grant Neksio a limited license to process this content solely to provide and improve contracted services.

You represent that you have all rights and permissions necessary to connect third- party accounts and instruct Neksio to process content and send replies on your behalf.

6. AI Automation and Human Oversight

AI outputs may be incomplete, inaccurate, or unsuitable for specific legal, medical, financial, or compliance-sensitive use cases. You are responsible for reviewing and approving workflows, escalation rules, and AI-generated replies where required by law or platform policy.

7. Prohibited Use

You may not use Neksio to:

• Violate any law, regulation, or third-party platform policy
• Send spam, unsolicited bulk or mass-marketing messages, or deceptive, abusive, or harmful content
• Artificially inflate engagement, reviews, ratings, likes, or followers
• Infringe intellectual property or privacy rights
• Attempt unauthorized access, reverse engineering, or service disruption
• Process restricted data categories without appropriate legal basis and safeguards
• Promote, sell, or facilitate any goods, services, or business types prohibited by Meta's WhatsApp Business Messaging Policy, WhatsApp Commerce Policy, or Meta's platform policies — including weapons, drugs, tobacco, alcohol, real-money gambling, adult content or services, dating services, multi-level marketing, and real, virtual, or fake currencies
• Message people on WhatsApp who have not given you their number and opted in to receive messages from you, or without offering a clear way to reach a human

8. Data Protection and Privacy

Our data handling practices are described in the Privacy Policy. Where applicable, we act as a processor/service provider on your behalf for customer channel data.

9. Fees, Billing, and Plan Changes

Neksio offers a Free plan at no cost and paid plans, currently Starter at $8.99, Growth at $11.99, Scale at $29.99 per month, billed monthly (prices in USD, exclusive of applicable taxes). Current prices and plan features are shown on our pricing page. Any custom commercial agreement or order form takes precedence for the services it covers.

Payments Through Paddle

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. When you purchase a Premium subscription, you are buying from Paddle, and your purchase is also governed by Paddle's Buyer Terms. Paddle collects payment, calculates and remits sales tax or VAT, and issues your invoices and receipts.

Subscriptions and Renewal

Premium subscriptions renew automatically at the end of each billing period at the then-current price until cancelled. You authorize Paddle to charge your chosen payment method for each renewal. We will give you reasonable advance notice of any price change, which takes effect from your next renewal. You can cancel at any time; cancellation takes effect at the end of the current billing period and your account then returns to the Free plan.

Refunds

Premium purchases come with a 14-day money-back guarantee. Refunds are handled as set out in our Refund Policy and processed by Paddle to your original payment method.

Non-Payment

If a renewal payment fails, Paddle may retry the charge. If payment is not completed, we may downgrade your account to the Free plan or suspend paid features after notice. Subscriptions purchased through the Shopify App Store are billed by Shopify as described in the Shopify App section above.

10. Availability and Modifications

We work to maintain reliable service but do not guarantee uninterrupted or error-free operation. We may update, modify, or discontinue features at any time, including where required by third-party platform or legal changes.

11. Intellectual Property

Neksio and its software, branding, and documentation are protected by intellectual property laws. Except for rights expressly granted in these Terms, no license is granted to use our IP.

12. Term and Termination

These Terms remain in effect while you use the service. Either party may terminate according to the applicable contract or plan terms. We may suspend or terminate access for material breach, legal risk, or security concerns.

13. Disclaimers

The service is provided on an "as is" and "as available" basis to the fullest extent permitted by law. We disclaim implied warranties including merchantability, fitness for a particular purpose, and non-infringement.

14. Limitation of Liability

To the maximum extent permitted by law, Neksio is not liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, data, goodwill, or business opportunities. Aggregate liability is limited to amounts paid by you for the service in the period specified by your contract, if any.

15. Indemnification

You agree to defend, indemnify, and hold harmless Neksio from claims arising out of your content, your use of third-party platforms, your breach of these Terms, or your violation of applicable law or platform policies.

16. Governing Law and Disputes

Unless otherwise agreed in writing, these Terms are governed by applicable laws of the jurisdiction stated in your commercial agreement. Parties will attempt to resolve disputes in good faith before formal proceedings.

17. Changes to Terms

We may update these Terms from time to time. Continued use of the service after an update becomes effective constitutes acceptance of the revised Terms.

18. Contact

For questions about these Terms of Service, please contact us at info@neksio.com or use our contact page.