Terms of service.

Who you are dealing with

Coldsilver, registered in the Netherlands under KvK 80881874, at Waterblok 61, 2612 KX Delft. Reach us at info@coldsilver.nl. These terms apply to Sophie and to the automation we build and operate for clients. Dutch law applies, and the court in The Hague has jurisdiction.

What Sophie is

Sophie is an assistant that answers customer email on behalf of a business, from that business's own mailbox, using the business's own rules. You connect the mailbox yourself and you can disconnect it at any moment.

She starts in shadow mode, which means she writes replies and sends nothing. Moving her to approve mode or live mode is a deliberate act by you. Until you take it, no customer of yours ever receives anything from her.

What you are responsible for

• The mailbox. You confirm you are entitled to connect it and to have its contents processed as described in our privacy statement.
• The rules you give her. Prices, policies and promises come from you. Sophie answers within them.
• What goes out. Replies are sent from your address and are your communication with your customer. In shadow and approve mode you see every one before it leaves.
• Lawful use. No unsolicited bulk mail, nothing unlawful, and nothing that breaks Google's terms for the connected account.

What we are responsible for

We run the service with reasonable care, keep your data as described in the privacy statement, and tell you plainly when something breaks. We do not guarantee that a generated reply is correct, complete or suitable for a given situation. Sophie is a tool that drafts language from the material you give her, and she can be wrong. Shadow and approve mode exist precisely so you can see that before a customer does.

Our liability is limited to the fees paid for the service in the three months before the event, except where the law does not allow such a limit, such as intent or gross negligence.

Money

What Sophie costs, and when, is agreed with you in writing before she goes live. There is no charge while she is only reading and drafting during setup. Invoices are payable within 14 days unless we agreed otherwise.

Ending it

You can stop at any time. Disconnect Google in Settings, or email us, and we delete the store and everything in it. We can end the agreement if the service is used unlawfully, if invoices go unpaid after a reminder, or if Google withdraws the access the product depends on. We will always say why.

Changes

If we change these terms in a way that matters to you, we tell you by email before the change takes effect. Continuing to use the service after that is acceptance. The date at the top always says when this page last changed.