Terms of service

By signing in to Tend you agree to these terms. If you don't agree, please don't use the service.

The service

Tend (operated by Convect Technologies Ltd) helps small shops sell and handle customer conversations from one place. It reads the Instagram DMs and comments your shop receives, classifies them, and organises the order details it finds. When you turn auto-reply on, it can answer customers automatically in your shop's voice. Auto-reply is off by default. There is no draft-review queue: with auto-reply on, the bot either replies on its own or holds a conversation for you when it is unsure, when you have blocked automated replies on that thread, or when you have taken the thread over yourself. You can take over any conversation at any time and reply by hand. Messages the bot sends count as your own. You remain the author, and the shop, behind every reply your account publishes.

Around those conversations, Tend also gives you: a storefront and checkout for your products; bookings and appointment scheduling; event ticketing, with QR-code door check-in and Apple and Google Wallet passes; delivery tools and shipping-label purchasing; a public marketplace at tendto.you where nearby shoppers can find you; and a mobile app. Not every feature is switched on for every shop, and features change during the beta.

To operate and improve Tend we collect first-party product-usage analytics: which elements you see and interact with, and on which screen. This data is used only to run and improve the service and is never sold or shared with advertisers. See our Privacy policy for exactly what is collected, how it's handled, and how long it's kept.

Marketplace listing

Tend runs a public marketplace at tendto.you. Once your shop meets the listing requirements (a public shop handle, a shop name, a location, and a connected Instagram account) it is listed there automatically, so nearby shoppers can find it. There is no payment-setup requirement to be listed. The listing is built from what you have published or entered: your shop name and handle, your location at the precision you choose in Settings, your products and prices, opening hours, published answers to common questions, and your public Instagram posts. You are responsible for the accuracy and lawfulness of everything that appears there, the same as for any other content you put into the app. You control your public location precision in Settings, and your shop stays listed for as long as it continues to meet the requirements above.

Shoppers sign in to search and message shops on the marketplace. When a shopper buys your goods or a service, they are transacting with your shop, under your own terms and on your own payment rails; Tend creates the checkout but is not a party to those sales. Payment for event tickets works differently and is covered under Payments and fees below.

Marketplace shoppers and buyers

If you use Tend as a shopper, you sign in to search and chat on the marketplace and to keep your orders and tickets together in one place. When you buy something, whether goods, a service, or an event ticket, your purchase is a contract with the shop you bought from, not with Convect Technologies Ltd. The shop is responsible for what it sells you.

Checkout and order links are unguessable capability links: anyone who holds the link can view that order and pay it, so treat your order links like a password and don't share them. Your statutory rights as a consumer (against the shop, and where applicable against Convect Technologies Ltd) are not affected by these terms. If you have a complaint about a shop you found through Tend, reach us at hello@tendto.you and we'll route it as appropriate.

Beta service

Tend is currently offered as a pre-release beta. The service may be changed, suspended, or withdrawn at any time without notice; features may break, behave incorrectly, or be removed; data is held with reasonable but not extraordinary durability guarantees while in beta. You acknowledge that you're using the service knowing this and accept the increased risk that comes with pre-release software. Don't rely on Tend as your sole record of customer conversations during the beta period.

Your account

You sign in with Instagram, with Google, with Apple, or with an email address and password. You're responsible for keeping your sign-in credentials secure, for the accuracy of any policies, menus, or notes you enter into the app, and, where you connect Instagram, for ensuring you have the right to connect that Instagram account to Tend. If you authorise a teammate to use Tend on your behalf, their actions through the product count as yours.

Acceptable use

You agree not to:

• Use the service to send spam, harassment, deceptive content, unlawful offers, or anything that violates Meta's Platform Terms or applicable law.
• Attempt to access another shop's data, reverse-engineer the service, scrape it, or interfere with its operation.
• Configure automated replies in ways that misrepresent your shop's availability, pricing, or capabilities. You are responsible for what Tend sends on your behalf, the same as for anything you send by hand.
• Use the service in regulated contexts (medical, legal, financial advice; sales of age-restricted goods; etc.) without ensuring your own compliance with the applicable rules.

AI-generated content

Tend uses third-party AI models to classify DMs and comments and to write replies. AI output can be wrong, incomplete, biased, or inappropriate for the situation; it can misread what a customer wants, or state something that isn't in your products or policies. You acknowledge this is inherent to AI and accept that:

• When auto-reply is on, the bot answers customers on your behalf. You are responsible for those messages as if you had written and sent them yourself.
• You control the automation: auto-reply is off by default, you can block automated replies on any conversation, and you can take over any thread and answer it by hand. The bot also holds a conversation for you when it is unsure.
• Tend makes no representation that AI output will be accurate, suitable, or fit for any particular purpose, and provides no warranty as to its quality.

Third-party integrations

Some features rely on you connecting third-party accounts to Tend. Today those are:

• Instagram (Meta): the Instagram account your shop runs on, connected via Meta Login, so Tend can read your DMs and comments and reply on your behalf.
• Stripe: your Tend subscription billing, and, via Stripe Connect, taking card and bank-debit payments from your own customers.
• Paystack: an alternative rail for taking payments from your own customers, through a per-shop subaccount.
• Google Calendar: optional, syncing your bookings into a single dedicated calendar in your Google account.
• Acuity: optional, mirroring your Acuity appointment types into Tend.
• Shopify: optional, a read-only sync of your product catalogue (titles, images, prices). We do not read your Shopify orders or customers.
• Eventbrite: optional, importing your Eventbrite events as listings.
• Shipping providers (Packlink, Parcel2Go, An Post): optional, for buying delivery labels for the orders you fulfil.

When you connect one of these:

• You authorise Tend, acting on your behalf, to use that third party's API for the feature it powers. The scope of access is shown to you on the third party's consent screen when you connect.
• You remain subject to the third party's own terms (the Meta Platform Terms, the Stripe Services Agreement, Paystack's terms, Google's API terms, and so on). Their behaviour, availability, and pricing are outside our control.
• You can disconnect at any time from Settings in Tend, or by revoking access on the third party's own dashboard. On disconnect we stop using the integration and delete the corresponding tokens we hold. Data already written to those platforms remains under your control there.
• Specifically for Google Calendar: Tend creates one dedicated calendar called “Tend” inside your Google account and only writes bookings into that calendar. We never read or write your primary calendar or any other calendar you own or share. Our use of Google API data is subject to the Limited Use requirements of the Google API Services User Data Policy. See the Privacy policy for the full disclosure.

We no longer offer SumUp for new payments. Shops take customer payments through Stripe or Paystack.

Some marketplace listings and imported items link out to an external platform: for example a Booksy or Acuity booking page, a Shopify storefront, or an Eventbrite event. When a shopper follows one of those links, any booking or purchase they complete there is entirely between the shopper, the shop, and that platform; Tend is not involved in it and is not a party to it.

If you create or authorise an API token, or connect Tend to an external tool or assistant (for example over MCP), that token acts with your own access to your account. You are responsible for anything done through it, the same as if you had done it yourself.

Owner calls

Tend can call you when the bot is unsure how to answer a customer, ask you the question, listen to your answer, and turn it into the customer-facing reply. These calls come to you over WhatsApp. To set this up you verify a phone number with a one-time code we send over WhatsApp; by verifying the number you consent to receiving these calls and to our recording and transcribing them for the duration of each call. You can pause owner calls at any time, set quiet hours, or remove your number to opt out entirely. Your phone number is never shared with customers and is never used for marketing.

Your customers' data

Customer messages and orders routed through Tend contain personal data of third parties (your customers). For data-protection purposes, you are the data controller for that content and Tend acts as a processor on your behalf. You're responsible for having a lawful basis to process customer messages and order details (typically the customer initiating contact with, or buying from, your shop) and for any privacy notices you owe customers under applicable law. Where you add your own checkout questions, you are responsible for what you ask: collect only what you actually need and are lawfully entitled to collect. A data processing addendum (DPA) is available on request.

Payments and fees

Your Tend subscription. Pricing is presented on our pricing page and at sign-up. Plans are billed monthly in advance through Stripe; usage that exceeds plan limits is billed at the end of each calendar month at the per-unit rates listed on the pricing page. By providing payment information you authorise us, through Stripe, to charge your chosen payment method for the recurring fees and any usage overage. Fees are non-refundable except where required by law, though we may at our discretion grant pro-rated credits for extended service unavailability. We'll give at least 30 days' notice before raising prices on an existing plan. During the beta period the service may be offered free of charge; that doesn't oblige us to keep it free indefinitely.

Payments for your goods and services. When a customer pays for your goods or a service, the payment is processed on your own connected rail: your Stripe account or your Paystack subaccount. You are the merchant of record for that sale. The funds settle to you under the payment provider's terms, and Tend creates the checkout and records whether it was paid but does not hold that money.

Payments for event tickets. Event tickets work differently. When a cart contains event tickets, Tend collects the payment on its own payment account, on your behalf, and then pays it out to you through its payout ledger: the non-ticket part of the order promptly after payment, and the ticket proceeds after the event ends (currently about three days afterwards). A platform fee on tickets (currently 1% of the ticket price) is deducted from the amount paid out to you. Tend collects this payment as your agent; the sale contract for the ticket is still between you and the buyer.

Refunds. Refunds are issued by the shop, at the shop's discretion and under the shop's own refund policy. A refund can be processed through Tend only before the corresponding payout has been released to you; once a payout has gone out, settling with the buyer is your responsibility. Tend does not refund customers out of its own funds.

Shipping labels. Delivery labels are bought from your own connected carrier or broker account (for example Packlink) and are billed to the payment method you hold with that provider. The delivery fee you charge your customer is set by you and is independent of what the label actually costs. Tend is not the carrier, and delivery and fulfilment remain your responsibility.

Events and ticketing

When you sell event tickets through Tend, you are the event organiser and the seller of record for those tickets. You are responsible for the event actually happening as described, for admitting valid ticket-holders at the door, and for your own cancellation and refund policy. Tend provides the ticketing tools (the checkout, the QR-code tickets, Apple and Google Wallet passes, and door check-in) and collects ticket payments on your behalf as described in Payments and fees above. A platform fee applies to tickets only (see Payments and fees above).

If you cancel an event, you must refund buyers according to your policy, and where a payout has already been released to you, settling those refunds is your responsibility. Events you import from Eventbrite are different: those listings link out to Eventbrite, and tickets for them are sold on Eventbrite under Eventbrite's own terms, not through Tend.

Mobile app

Tend is also available as a mobile app, and these same terms govern your use of it. Your app-store provider's own terms apply on top of these. The app may update itself over the air, receiving new code from us without a separate app-store review. Downloading the app from the Apple App Store or Google Play does not make Apple or Google a party to these terms.

Termination

You can stop using the service at any time by disconnecting any linked accounts (for example revoking Instagram authorisation in your IG settings) or by emailing us to close your account. We may suspend or terminate accounts that violate these terms or that we reasonably believe pose a risk to the service, other customers, or third parties, with notice except where immediate action is needed.

Indemnification

You agree to defend, indemnify, and hold harmless Convect Technologies Ltd, its directors, employees, and contractors from and against any claims, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to: (a) the messages your shop sends, including any the bot sends automatically on your behalf; (b) your use of the service in breach of these terms or applicable law; (c) the policies, menus, products, or other content you enter into the app; and (d) any dispute between you and a customer of your shop, including any sale, booking, or event.

Disclaimers

The service is provided “as is” and “as available”, without warranties of any kind, whether express or implied, including (without limitation) implied warranties of merchantability, fitness for a particular purpose, non-infringement, or uninterrupted availability. Instagram is a third-party platform; we depend on Meta's APIs and their behaviour can change without notice. We don't guarantee that AI replies will be accurate, that messages will be delivered, or that the service will be free from errors, bugs, or downtime.

Liability

To the maximum extent permitted by law, Convect Technologies Ltd's aggregate liability for any claim arising out of or related to the service is limited to the greater of (a) the fees you paid for the service in the 12 months preceding the claim, or (b) one hundred euros (€100). We will not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, nor for lost profits, lost revenue, lost data, lost goodwill, or business interruption, even if we've been advised of the possibility of those damages. These limitations apply to the fullest extent permitted by law and survive termination of these terms.

Governing law & disputes

These terms are governed by the laws of Ireland, without regard to conflict-of-laws rules. The courts of Ireland have exclusive jurisdiction over any dispute arising out of or related to these terms or the service, except that nothing here prevents either party from seeking injunctive relief in any court of competent jurisdiction. Consumer rights protections that cannot be waived under your local law are not affected by this clause.

Miscellaneous

These terms are the entire agreement between you and Convect Technologies Ltd about the service and supersede any prior agreement on the same subject. If any provision is held unenforceable, the remaining provisions remain in effect. Our failure to enforce a provision is not a waiver of our right to enforce it later. You may not assign these terms without our consent; we may assign them as part of a merger or sale of the business. Nothing in these terms creates an agency, partnership, or joint venture between us.

Changes

We'll update these terms occasionally and bump the “Last updated” date above. Material changes will be communicated to active accounts before they take effect. Continued use after the effective date counts as acceptance.

Contact

Questions or notices under these terms can be sent to hello@tendto.you.