Terms of Service

Last updated: 2026-10-06

These terms form an agreement between you, the business using Zeldina ("Merchant", "you"), and Zeldina ("Zeldina", "we"). You accept them when you create an account, install a Zeldina app or use the service. If you accept on behalf of a company, you confirm you have authority to bind it.

1. The service

Zeldina provides an AI shopping assistant for your online store and a panel to set it up and measure results. The assistant:

• answers shoppers in text and voice,
• recommends products from your catalog,
• adds items to the cart,
• explains your active promotions,
• helps shoppers check order status.

We may improve or change features. We will not remove a core feature you pay for without notice.

2. Your account

• Keep your login details safe. You are responsible for activity in your account.
• Give us accurate information and keep your email address current. We send important notices there.
• You must be at least 18 and use Zeldina for business purposes.

3. Your responsibilities

• Accurate store data: the assistant answers from your catalog, prices, stock and policies. Keep them accurate.
• Inform your shoppers: your privacy policy must explain that you use an AI shopping assistant provided by Zeldina. It must also cover any consent your local law requires.
• Lawful use: do not use Zeldina to sell illegal products, to mislead shoppers or to send unsolicited marketing.
• No abuse: do not attempt to:
  • reverse engineer the service,
  • overload it,
  • bypass usage limits,
  • access other merchants' data.

4. AI answers

The assistant uses artificial intelligence and can make mistakes. We check prices and stock against your store before products are shown or added to cart. Your store's checkout, product pages and policies always take precedence over anything the assistant says. You can review conversations in your panel. Contact us if you see an answer that needs fixing.

5. Plans, credits and payment

• Plans: plans and prices are shown on our pricing page and in your panel. Usage is measured in credits: a text conversation and a minute of voice each use a set number of credits, shown in your panel.
• Trial: new stores get a free trial with a limited number of credits. The trial ends after the trial period or when the trial credits run out, whichever comes first.
• Subscription: plan fees are charged in advance for each billing period. Plan credits apply to that period.
• Extra credits: add-on credits are valid for the period stated at purchase (12 months unless stated otherwise).
• When credits run out: the assistant pauses until you add credits or your next period starts.
• Billing through your platform: if you installed Zeldina from a platform's app store (for example, the Shopify App Store), charges are billed through that platform's billing system and its terms also apply.
• Taxes: prices exclude taxes unless stated. We add VAT and other taxes where the law requires.
• Refunds: fees and used credits are non-refundable, except where the law requires a refund or we decide otherwise.
• Price changes: we will announce price changes at least 30 days in advance. They apply from your next billing period.

6. Ownership

• Your data: your store data and your shoppers' conversations remain yours. You give us permission to use them only to provide and improve the service for you, as described in the Data Processing Agreement below.
• Aggregated statistics: we may use aggregated statistics that cannot identify you or any person to improve Zeldina.
• Our property: Zeldina's software, design and brand belong to us.

7. Availability and support

We work to keep Zeldina available at all times. However, we do not guarantee uninterrupted service. Maintenance, provider outages or events outside our control can cause interruptions. Support is available at [email protected].

8. Suspension and termination

• Stopping the service: you can stop at any time by uninstalling the app or asking us to close your account.
• Suspension: we may suspend the service if:
  • you seriously breach these terms,
  • payment is overdue,
  • your use endangers the service or other merchants.
  Where possible, we will warn you first.
• After termination: we delete your data as described in our Privacy Policy. You can ask for an export of your conversations before closing your account.

9. Liability

• "As is": to the extent the law allows, Zeldina is provided "as is".
• Indirect losses: we are not liable for indirect or consequential losses, such as lost profits, lost sales or loss of data.
• Total liability: our total liability for any claim is limited to the fees you paid us in the 12 months before the claim.
• Exceptions: nothing in these terms limits liability that cannot be limited by law, such as liability for gross negligence or intent.

10. Changes to these terms

We may update these terms. We will email you about material changes at least 30 days before they take effect. If you continue to use Zeldina after that date, you accept the new terms.

11. Governing law

These terms are governed by the laws of the Republic of Türkiye. The courts and enforcement offices of Istanbul have jurisdiction. Any mandatory consumer or data protection law of your country still applies.

Annex: Data Processing Agreement

This annex applies when Zeldina processes personal data of your shoppers on your behalf. It meets Article 28 of the GDPR and Article 12 of KVKK.

1. Roles and scope

• Roles: you are the controller and Zeldina is the processor.
• Subject: providing the shopping assistant.
• Duration: as long as you use the service, plus the deletion periods in our Privacy Policy.
• Data subjects: your shoppers and website visitors.
• Data categories:
  • visitor identifier,
  • conversation content,
  • language,
  • interactions with the assistant,
  • order references and totals,
  • technical data such as IP address.
• Sensitive data: we do not intend to process special categories of data. Shoppers may still choose to share it in a conversation.

2. Our obligations

Zeldina will:

• process personal data only on your documented instructions. These terms and your panel settings are those instructions.
• ensure that everyone with access is bound by confidentiality,
• apply the technical and organisational measures described on our Security page,
• help you respond to data subject requests and carry out the deletion and export requests you or your platform send us,
• notify you without undue delay, and in any case within 72 hours, after becoming aware of a personal data breach affecting your data,
• help you with impact assessments and consultations with authorities where needed,
• delete or return your shoppers' data when the service ends, unless the law requires us to keep it,
• make available the information needed to show compliance, and allow reasonable audits on 30 days' notice, at most once a year.

3. Sub-processors

You authorise the sub-processors listed in our Privacy Policy. We will notify you by email at least 30 days before adding or replacing a sub-processor. You may object for reasonable data protection reasons. If we cannot address your objection, you can terminate the affected service. Every sub-processor is bound by data protection obligations equivalent to this annex.

4. International transfers

Where data is transferred outside Türkiye or the European Economic Area, Zeldina uses the safeguards required by law. These include standard contractual clauses and the standard contracts required under Article 9 of KVKK.

5. Your obligations

You are responsible for:

• having a lawful basis for the processing,
• giving your shoppers the required information,
• obtaining any consent your local law requires.