Terms of Service

Guildia is a product of SPIN LLC (შპს სპინ), a company registered in Georgia (reg. № 405173191), Ana Politkovskaia St. 22a, Floor 10, Apt 140, Vake, Tbilisi 0186, Georgia. These terms are an agreement between SPIN LLC (“we”) and the business that creates a Guildia workspace or installs the Guildia Shopify app (“you”). By creating a workspace or linking a store you accept them on behalf of your business.

Guildia is an AI employee that answers your customers by chat, text, email and phone from the knowledge you approve, drafts outreach for you, and connects to systems you choose (for example your calendar, phone number or online store). It answers only from your approved knowledge and live data you connect; when it doesn't know, it says so and hands the conversation to your team.

Guildia is not an emergency service and does not give medical, legal or financial advice. Emergencies reported to it are answered with the emergency instructions you provide and flagged to your team.

You are responsible for the knowledge you give Guildia, for having the right to contact the people you import, and for any consent the law requires before Guildia messages or calls them (Guildia only texts people with consent on file and honours “STOP” at once). You keep your account credentials safe and use Guildia lawfully. You won't use it to send spam, to harass anyone, or to process data you have no right to process.

You own your data and your customers' data. We use it only to provide Guildia to you, as set out in the Data Processing Addendum below and our Privacy Policy. We don't sell it, use it for advertising, or use it to train AI models. You can export it or delete it at any time.

Plans and their monthly allowances are shown on guildia.ai. If you installed Guildia from the Shopify App Store, Shopify bills you under Shopify's terms and we never charge you separately. Customers who contact you are always answered, even past your plan's allowance; only outreach Guildia starts itself waits for the next month. You can change or cancel your plan at any time; paid periods already charged are not refunded unless the law requires it.

You can stop using Guildia at any time by deleting your workspace or uninstalling the Shopify app. We may suspend or end service for non-payment or serious misuse, with notice where possible. When service ends we delete your data as described in the Addendum.

We provide Guildia with reasonable care and skill, but AI can make mistakes and we don't promise the service will be uninterrupted or error-free. To the extent the law allows, our total liability under these terms is limited to the fees you paid us in the 12 months before the claim, and neither of us is liable for indirect or consequential losses. Nothing here limits liability that can't legally be limited.

We may update these terms; for material changes we will tell account holders before they take effect, and continuing to use Guildia after that means you accept them. These terms are governed by the laws of Georgia. Questions: hello@spin.ge.

Roles. For the personal data of your customers, prospects and staff that you or your connected systems give Guildia, you are the controller and we are your processor. We process it only on your documented instructions — which are these terms and how you configure Guildia — to provide the service.

What we process. Contact details (such as name, phone number, email and address), messages and call text, order and appointment information from systems you connect, and the knowledge you teach Guildia. Purpose: answering and contacting your customers on your behalf, and keeping your records.

Confidentiality and staff. Only people who need access to operate the service can reach your data, they are bound to confidentiality, access is limited by role, and viewing or exporting personal data is logged.

Security. Data is encrypted in transit and at rest; credentials for your connected systems are encrypted separately; every approval, send and settings change is written to an audit log; names and phone numbers are kept out of our logs and analytics. More on our security page.

Subprocessors. We use the providers listed on our subprocessors page and give them only what they need. We will update that list before adding a new provider that processes your data.

Breaches. If we become aware of a breach affecting your data we will tell you without undue delay, share what we know, and help you meet your own notification duties.

Requests from people. We help you answer access, correction and erasure requests: you can export or erase a customer's record in Guildia, and we pass on any request we receive directly.

Retention and deletion. We keep your data while you use Guildia. Website chats not handed to a person are deleted after 24 hours of inactivity; operational records age out on fixed schedules; when you delete your workspace we delete your data, keeping only a redacted record that the deletion happened and records the law requires; when a Shopify store uninstalls the app, access stops at once and the store's data is erased when Shopify sends its store-deletion request.

Audits. On reasonable request we will give you the information needed to show we meet this Addendum.

Transfers. Our providers may process data outside your country; we rely on their standard contractual protections for such transfers.