Terms of Service

Last updated 15 September 2026

These terms govern your use of Renavo (“Renavo”, “we”, “us”), a customer support platform for e-commerce merchants. By creating an account or using the service, you agree to them. If you are agreeing on behalf of a business, you confirm you are authorised to bind it.

1. The service

Renavo lets a merchant connect a support Gmail mailbox and a Shopify store, view support conversations alongside the matching orders, prepare draft replies with the assistance of an AI model, and — after a person in the merchant’s organization approves a specific message — send that reply or request a return in the merchant’s Shopify store.

Renavo is currently offered as a pre-release service, for evaluation. It may change, and features may be added or removed.

2. Accounts and organizations

  • You are responsible for the accuracy of your account details, for keeping your credentials secure, and for everything done under your account.
  • Work happens inside an organization. Members hold roles — owner, admin, or member — and those roles determine what each person may do. You are responsible for who you invite and what role you give them.
  • An organization always has at least one active owner. An action that would leave it without one is refused.

3. Connected accounts

  • You must own, or be authorised to connect, any Google or Shopify account you connect to Renavo.
  • You authorise Renavo to access those accounts within the permissions you grant on the provider’s own consent screen, and only for the purposes described in the Privacy Policy.
  • Renavo requests two Shopify permissions: reading your orders (read_orders) and requesting returns (write_returns), the latter used only for a return someone in your organization has approved. It requests no other Shopify write permission — see section 4.
  • You may disconnect either integration at any time from your organization’s settings.
  • You are responsible for having a lawful basis to process your customers’ personal data, and for telling your customers what you do with it. Renavo processes that data on your instructions.

4. Human approval, and what Renavo will not do on its own

These are properties of how the product is built, not merely of how we intend to operate it:

  • No email is sent to your customer, and no return is requested in your Shopify store, unless an owner or admin of your organization has approved that exact content.
  • An approval binds to the exact text and recipient approved. If the draft changes, or the conversation moves on, the action is refused rather than adjusted.
  • Renavo makes exactly one kind of write to your Shopify store: it requests a return. It does not create returns, issue refunds, cancel orders, or change inventory or fulfilment. A requested return still has to be approved by you in Shopify Admin, and refunding is a separate decision you make there.
  • Nothing is retried or re-sent automatically after Renavo has contacted a provider. An uncertain outcome stops and waits for a person.
  • Your organization has a kill switch that stops queued actions from executing.

5. AI-generated drafts

Draft replies are produced by an AI model and may be inaccurate, incomplete, or unsuitable. They are suggestions for a person to review. You are responsible for what you approve and for anything sent to your customers under your name, including any commitment a reply appears to make. The refund ceilings, return windows and blocked actions you configure are enforced before a draft is offered, but they are not a substitute for reading it.

6. Acceptable use

You agree not to:

  • use Renavo to send unsolicited bulk email, or for any purpose other than responding to your own customers’ support enquiries;
  • connect a mailbox or store you are not authorised to connect, or attempt to reach another organization’s data;
  • probe, disrupt, or attempt to circumvent the service’s security or rate limits, or use it to break the law or a provider’s own terms;
  • resell or sublicense the service.

Your use of Gmail and Shopify through Renavo remains subject to those providers’ own terms.

7. Your content

You keep ownership of your data — your conversations, your orders, your knowledge base, and your policies. You grant Renavo the permission it needs to host, process and transmit that data in order to provide the service to you, and for no other purpose. See the Privacy Policy for how it is handled and how to have it deleted.

8. Availability

Renavo is provided without any commitment as to uptime, response time, or availability. There is no service level agreement. The service may be interrupted, changed, or discontinued, and access may be suspended where necessary for security or to comply with the law.

9. Fees

No fees are charged for the current pre-release service, and no payment details are collected. If Renavo introduces paid plans, the terms and prices will be presented for your agreement before any charge is made.

10. Termination

You may stop using Renavo at any time, disconnect your integrations, and request deletion of your data as described in the Privacy Policy. We may suspend or end access where these terms are breached, where the service is being misused, or where a provider or the law requires it. On termination, the sections that by their nature should survive — your content, disclaimers, liability, and these general terms — continue to apply.

11. Disclaimer

To the fullest extent permitted by law, Renavo is provided “as is” and “as available”, without warranties of any kind, whether express or implied, including any implied warranty of merchantability, fitness for a particular purpose, or non-infringement. We do not warrant that the service will be uninterrupted or error-free, or that AI-generated output will be accurate or suitable.

12. Limitation of liability

To the fullest extent permitted by law, Renavo is not liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, lost revenue, lost data, or lost goodwill, arising out of or relating to your use of the service. Nothing in these terms limits liability that cannot lawfully be limited.

13. Changes to these terms

We may update these terms. The date at the top is the date of the last change, and material changes will be notified to account holders. Continuing to use the service after a change means you accept the updated terms.

14. General

These terms are the entire agreement between you and Renavo about the service. If any provision is found unenforceable, the rest continues to apply. A failure to enforce a term is not a waiver of it.

Governing law and venue are not yet designated. Renavo’s contracting entity, its registered address, and the law and courts that govern these terms will be stated in this section before the service is offered on a paid or generally available basis. Until then, no jurisdiction is asserted here, and nothing in this section limits any right you have under the mandatory law of the country you live in.

15. Contact

Questions about these terms: support@renavo.io
Privacy and data requests: privacy@renavo.io