Last updated: 11 October 2026
These terms are an agreement between you, the merchant who installs the HolaReply app (“the app”) on a Shopify store, and SEO Agency Inc (“HolaReply”, “we”). By installing or using the app you accept them. If you accept for a business, you confirm you may bind it.
1. The service
The app adds an AI chat to your storefront that answers shoppers from your store’s published content, hands topics you lock to your team with an enquiry form, lets shoppers check their own order, and shows you the conversations and enquiries in your Shopify admin. Features under development (listed as “Coming next” in the app) are not part of any plan until they are released.
2. Your account and your store
You need a Shopify store and must follow Shopify’s terms. You are responsible for your store’s content, your locked topics and settings, what your team does in the app, and for having a lawful basis and a privacy notice for your shoppers’ data (the app’s enquiry form and chat collect it for you). Our Data Processing Addendum forms part of these terms.
3. Plans, billing and changes
Plans, prices and included AI conversations are shown on the app’s Plans page. Paid plans are billed by Shopify with your Shopify bill, in USD, every 30 days or yearly. On monthly paid plans, AI conversations beyond the allowance are charged at the price shown, up to the monthly cap you approve in Shopify. Pro and Business start with a 7-day free trial, once per store (a change of plan or a reinstall carries on the same trial): Shopify bills the plan only after the trial, and during it there are no charges for extra conversations; cancel before it ends and you pay nothing. You can change or cancel your plan at any time in the app; cancellation takes effect as Shopify applies it. Charges already billed are not refunded except where Shopify’s policies or the law require. We give at least 30 days’ notice of a price increase, in the app or by email; it applies from your next billing period after that notice.
4. AI answers
Answers are written by an AI model from your store’s content. We design the app to answer only from that content and to say when it does not know, but AI can still be wrong. You are responsible for your content being correct and for checking important information; do not use the app for advice your business is not allowed to give. The app is not designed for emergency, medical, legal or financial advice, or for decisions with legal effects on shoppers.
Idea mode is optional and off unless you turn it on. When you turn it on, you accept that the assistant may go beyond your store’s content to create ideas, such as recipes or combinations, using the AI’s general knowledge. Ideas have no source page in your store and are not checked against your content; they are labelled as ideas for shoppers. You are responsible for the ideas your assistant gives and for checking them, and HolaReply accepts no liability for idea content.
If you use your own AI provider key, your use of that provider is also under its terms, and its charges are yours.
5. Acceptable use
Do not use the app to break the law, send spam, collect data you are not allowed to collect, harass people, attack or overload the service, reverse engineer it beyond what the law allows, or get around plan limits or security measures. We may suspend the app for a store that does, after a notice where that is reasonable.
6. Data
How we handle your store’s and your shoppers’ data is in the privacy policy and the Data Processing Addendum. In short: you control your shoppers’ data; we process it only to provide the app, keep it encrypted, never sell it or use it to train AI models, and delete it when you uninstall (48 hours after, or at once on Shopify’s shop deletion request). Enquiries stay available to you in the app (with a CSV download) while it is installed.
7. Intellectual property
The app and its software are ours or our licensors’. You keep all rights in your content; you give us a licence to use it only to provide the app to you. Feedback you send may be used to improve the app without obligation.
8. Availability and support
We aim to keep the app available and fix problems quickly, but we do not guarantee uninterrupted service. Support: support@holareply.com, in English, on working days.
9. Warranties and liability
Except as stated in these terms, the app is provided “as is” and, to the extent the law allows, without warranties of any kind. To the extent the law allows, we are not liable for indirect, incidental or consequential losses or lost profits, and our total liability under these terms in any 12 months is limited to the fees you paid us for the app in those 12 months (or USD 100 if you paid nothing). Nothing limits liability that cannot be limited by law.
To the extent the law allows, you will defend and compensate us against claims by third parties arising from your store’s content, the answers or ideas your assistant gives from it or in Idea mode, or your use of the app in breach of these terms or the law.
10. Ending
You can stop at any time by uninstalling the app. We may end these terms for a store on 30 days’ notice, or at once for serious or repeated breach. On ending, the data handling in section 6 applies.
11. Changes to these terms
We may update these terms; we update the date above and, for material changes, tell you in the app or by email at least 30 days before they apply. Continuing to use the app after that means you accept them.
12. Law and disputes
These terms are governed by the laws of the place where SEO Agency Inc is registered, without regard to its conflict-of-laws rules, and disputes go to the competent courts there. Consumer rights you have under the law of your country are not affected.
13. Contact
SEO Agency Inc (HolaReply) — support@holareply.com — https://holareply.com