Terms of Service
Last updated: 29 August 2026
These terms apply when you buy software from Mondivio, or engage us to advise, integrate or build. They are written to be read, not to be survived.
1. Who you are dealing with
| Supplier | Mondivio Solutions (“Mondivio”, “we”, “us”) |
|---|---|
| Address | Rotterdam, the Netherlands |
| Chamber of Commerce | KvK 90316630 |
| Contact | info@mondivio.com |
| Support | support@mondivio.com |
2. What these terms cover, and what takes precedence
We do two distinct kinds of business, and they are not governed by the same document.
| Off-the-shelf products | Software you buy from us directly, such as a plugin or a subscription. Each product has its own licence terms, which cover pricing, refunds, support scope and the licence itself. Those product terms govern the purchase; these general terms fill any gap. |
|---|---|
| Advisory, integration and build work | Project work carried out for a client. It is governed by the signed quotation or order confirmation for that engagement — scope, deliverables, rates, planning and acceptance are set out there. These general terms apply to whatever that document does not address. |
Where documents conflict, the order of precedence is: the signed engagement agreement, then the product licence terms, then these general terms. We do not accept a counterparty’s general purchasing conditions unless we have agreed to them in writing.
3. Product licence terms
| AI Support Chat for WooCommerce | AI Support Chat licence terms → |
|---|---|
| IntellyPilot | IntellyPilot terms of service → |
The two are sold differently, and it is worth being precise about who you are contracting with.
The plugin is sold through Freemius, Inc. as Merchant of Record. Freemius is the seller named on your invoice, takes the payment and accounts for EU VAT. Their terms apply to the transaction itself, alongside the product terms for the software.
IntellyPilot is sold by us, as a subscription on its own site and under its own terms. Card payments are processed by Stripe, which is a payment processor and not the seller — so the contract, and the invoice, are with us.
4. Project and advisory work
A quotation is valid for thirty days unless it says otherwise, and an engagement begins when you accept it in writing. Unless the engagement agreement says otherwise:
- Work is performed on a best-efforts basis (inspanningsverbintenis). Where we commit to a fixed deliverable or a fixed date, the agreement says so explicitly.
- Changes in scope are agreed in writing before we act on them, including their effect on price and planning.
- We may engage subcontractors, and remain responsible for their work.
- You give us timely access to the people, systems, credentials and information the work needs. Where a delay on your side extends the work, the additional time is billable.
5. Payment
Subscriptions renew automatically at the then-current price until cancelled. Cancelling stops the next renewal and leaves the period you have already paid for intact. Plugin licences are cancelled from your Freemius account; an IntellyPilot subscription is cancelled from the billing screen inside the product. Either can also be cancelled by emailing us.
For project work, invoicing and payment terms are set out in the engagement agreement. Prices are exclusive of VAT unless stated otherwise. If an undisputed invoice remains unpaid after the agreed term, we may suspend work after giving you notice.
6. Intellectual property
Software we sell as a product is licensed, not sold. The AI Support Chat plugin code is licensed under the GNU General Public License v2 or later, as WordPress requires; see its product terms for what a paid licence key actually buys.
For bespoke work, the deliverables we build specifically for you become yours on full payment. We retain ownership of our pre-existing materials — libraries, tooling, patterns and general know-how developed before or outside your engagement — and grant you a perpetual, non-exclusive licence to use them as part of the delivered work. Nothing stops us applying the experience we gain to later projects.
7. Confidentiality
We keep your confidential information confidential, disclose it only to those who need it for the work, and continue to do so after the engagement ends. We will not name you as a client publicly without your agreement.
8. Your responsibilities
- Keeping any credentials and API keys you hold confidential, and the spending they incur with third-party providers.
- Telling your own customers, in your own privacy policy, what your systems do with their data — including where an AI assistant handles their messages and which provider receives them.
- Reviewing the output of any system that produces content or calculations where it matters. Language models can be wrong, and so can configuration.
- Keeping backups.
9. Acceptable use
Do not use our software to break the law, to deceive people about whether they are talking to a machine where disclosure is required, or to process data you have no right to process. We may terminate a licence for serious or repeated abuse, refunding any unused prepaid period.
10. Warranty and liability
We take defects seriously and will fix them. But software is provided as it is: we cannot promise that it will be uninterrupted or error-free, or that it will suit a purpose we did not describe.
To the extent the law allows, our total liability arising from our software or these terms is limited to the amount you paid us in the twelve months before the claim, and we are not liable for indirect or consequential loss, lost profits, or lost data. Nothing here limits liability for intentional misconduct, gross negligence, death or personal injury, or anything else that cannot lawfully be limited. If you are a consumer, your mandatory statutory rights are untouched.
11. Changes
We may change these terms for new purchases, renewals and new engagements. The version in force when you bought, last renewed, or signed is the one that applies to you. Material changes will be announced by email to active customers and clients.
12. Governing law
Dutch law applies. Disputes go to the competent court in Rotterdam, the Netherlands. If you are a consumer, you keep the protection of the mandatory law of your own country of residence and may bring a claim before your local court.
13. Privacy
How we handle personal data is set out separately in our privacy policy and cookie statement, which form part of these terms. Where we process personal data on your instruction, a separate data-processing agreement governs it.