Terms of service

1. The pilot

These terms apply to the Support Desk pilot between Kendama Senses, a sole proprietorship in the Netherlands (KvK 80641482), run by Jordi van Velzen (“we”), and Erratic Kendamas (erratickendamas.com, “the shop” or “you”).

Support Desk reads the customer emails in the Gmail account you connect, sorts them by type and urgency, and suggests replies in your voice. When you connect Shopify, it also looks up order details and prepares address changes and cancellations for your approval. The pilot aims at your drop on 24 October 2026 and continues afterwards until either of us ends it.

Support Desk is still being built. Some features will arrive during the pilot, and we will tell you what is live. Anything described on our website or in a message that is not live yet may arrive later or change.

2. Price

The pilot is free. We do not charge you for it, and we pay for the hosting and the AI usage. If you want to continue after the pilot, we will propose a price, and it applies only if you agree to it in writing. If you do not, the service stops and your data is deleted as described in section 8.

3. You stay in control

• You confirm that you are allowed to connect the Gmail account and the Shopify store you connect, and that you have the right to let us process your customers’ emails for this purpose.
• Nothing is sent to a customer without your approval. If you later turn on automatic replies for a kind of email, that is your choice, for that kind only, and you can switch it off again. We never turn it on for you.
• Refunds, discounts, replacements, upset customers and chargeback threats always come to you. They are never handled automatically.
• You can stop Support Desk at any time by disconnecting your Google account at myaccount.google.com/permissions, or by asking us. Your Gmail keeps working as usual, with or without us.

4. Suggestions come from an AI

Replies and sorting are produced by an AI model. They can be wrong, incomplete or in the wrong tone, so please read a suggestion before you approve it. You are responsible for the replies you approve, and for any automatic replies you switch on, including what they promise a customer.

Support Desk is not legal, tax or financial advice. We do not guarantee particular results, such as fewer chargebacks, faster answers or more sales.

5. Your data

• Your emails, your customers’ data, your replies and what Support Desk learns from you belong to you. We use them only to provide the service.
• We keep ownership of the software, the generic templates and our methods.
• We keep your emails and business information confidential. We read email content only when you ask us to help with a problem, or when security or the law requires it.
• The privacy policy is part of these terms. It describes how we process personal data on your behalf. If you want a separate data processing agreement, tell us and we will sign one.

6. Limits and fair use

• Do not use Support Desk for spam or unlawful content, or to reach accounts you are not allowed to use.
• To keep costs under control we set a daily limit on how much AI work is done for the shop. If the limit is reached, your emails stay in Gmail as always and Support Desk picks up again the next day, or sooner if we raise the limit together. We will agree a limit for your drop day beforehand.
• Google shows an “unverified app” warning when you connect, because Support Desk has not been through Google’s review yet. That is expected during a pilot.

7. Availability

The pilot is provided as it is. We will do our best to keep it running, especially around your drop, but we cannot promise it will never be unavailable. Outages at Google, Shopify, our hosting or the AI provider are outside our control. Keep your usual way of answering email available as a fallback.

8. Ending the pilot

Either of us can end the pilot at any time, by email, without giving a reason. We may pause it immediately if there is misuse, a security risk, or if Google, Shopify or another provider restricts access.

When it ends we stop reading your mailbox and delete the stored access tokens and email content within 30 days, sooner on request. Before that, we give you a copy of your data (the case history and replies) if you ask.

9. Liability

The pilot is free, and to the extent the law allows it is provided without warranties. Also to that extent, we are not liable for indirect loss, such as lost sales or profit, chargebacks, or loss that follows from a suggestion you approved. None of this limits liability that cannot be limited by law, such as liability for intent or gross negligence.

10. Changes to these terms

If we change these terms in a way that matters, we tell you by email before the change applies. If you do not agree, you can end the pilot.

11. Law and disagreements

Dutch law applies. If we disagree, we first try to solve it by talking. If that does not work, the competent court in the Netherlands decides.

12. Contact

Kendama Senses, info@kendamasenses.nl.