Terms and Conditions

Last updated: 2 July 2026

These Terms and Conditions govern the use of nivella.app, the Nivella Store,
Nivella digital products, software licenses, SaaS services, AI Credits, downloads, subscriptions,
support services and related WordPress, WooCommerce and AI-powered products.

By using this website, creating an account, placing an order, purchasing a product, activating a license,
using AI Credits or accessing any Nivella product or service, you agree to these Terms and Conditions.

1. Seller and contact details

The website and store are operated by:

AKK Marketing Services Sp. z o.o.
NIP: 5273153716
Address: Jana Pawła II Ave 43A / 35B, 01-001 Warsaw, Poland
Email: hello@nivella.app
Website: https://nivella.app

If the legal seller, business operator or invoicing entity changes, the updated information will be published
on this website or provided during checkout.

2. Definitions

For the purpose of these Terms:

  • Nivella, we, us or our means the seller and operator of nivella.app.
  • Website means https://nivella.app and related pages, store, documentation and account areas.
  • Customer, you or user means any person or entity using the website, placing an order or using Nivella products.
  • Consumer means a person who purchases products or services for purposes not directly related to their business or professional activity, where applicable law provides consumer rights.
  • Business Customer means a company, professional user, organization, agency or person purchasing products for business or professional purposes.
  • Digital Product means software, plugin, license, download, SaaS access, AI Credit package, digital service, module, subscription or other non-physical product.
  • License means the right to use a specific Nivella software product, module, feature or service under the conditions described in these Terms or product documentation.
  • AI Credits means digital usage credits used for supported AI-powered Nivella workflows.
  • Account means a customer account created on nivella.app or connected with Nivella services.

3. Products and services

Nivella products and services may include, but are not limited to:

  • Nivella Assistant AI;
  • Service Center;
  • WooCommerce Advisor;
  • AI Copilot;
  • Knowledge Base features;
  • Nivella PQM – Production Queue Manager;
  • PQM modules and bundles;
  • Nivella Admin Toolkit;
  • AI Credits and Credit Wallet-related features;
  • WordPress plugins and plugin downloads;
  • software licenses and license keys;
  • SaaS access and online services;
  • support, setup, configuration, consulting or implementation services;
  • documentation, guides and digital materials.

Some products may be free, some may be paid, and some may require an active license, subscription,
account, connected website, API key, site ID or credit balance.

4. Account registration

Some features require a customer account. You are responsible for providing accurate account information
and keeping your login credentials secure.

You must not share your account credentials with unauthorized persons. You are responsible for activity
performed through your account, unless the activity is caused by our fault or by circumstances outside your control
where applicable law provides otherwise.

We may suspend or restrict account access if we reasonably suspect misuse, fraud, security risk,
payment issues, violation of these Terms or unlawful activity.

5. Orders and contract formation

Products can be ordered through the Nivella Store or through another sales process approved by us.

By placing an order, you confirm that:

  • the information provided during checkout is accurate;
  • you are authorized to use the selected payment method;
  • you understand that most Nivella products are digital products or digital services;
  • you agree to these Terms, the Privacy Policy and applicable product conditions;
  • you understand the refund and withdrawal rules for digital products.

An order is accepted when we confirm it, receive payment where required, and provide access, activation,
download, license, credit assignment or service confirmation.

We may refuse or cancel an order if there is an obvious pricing error, payment issue, suspected fraud,
legal restriction, product unavailability, technical issue or other valid reason.

6. Prices, taxes and invoices

Prices are shown on product pages or during checkout. Prices may be displayed in selected currencies
depending on store configuration.

Taxes, VAT or other charges may be added or included depending on your location, customer type,
billing details, applicable law and store settings.

If you purchase as a company, you are responsible for providing correct billing details, including tax identification
number where required.

Invoices or order confirmations may be issued electronically.

7. Payments

Available payment methods may include card payments, express payments, online payment gateways,
manual bank transfer or other methods enabled in the store.

Payment methods may be processed by external payment providers. We do not intentionally store full payment card
numbers on our website.

For manual bank transfer, your order may remain on hold until payment is received and confirmed.
Digital products, licenses, downloads, AI Credits or service access may be activated only after payment confirmation.

8. Digital delivery and access

Most Nivella products are delivered digitally. Delivery may happen through:

  • download access;
  • license key generation;
  • account activation;
  • SaaS access;
  • AI Credit assignment;
  • module activation;
  • email confirmation;
  • dashboard access;
  • support or implementation process.

Digital delivery may begin immediately after payment or order confirmation, depending on product type,
payment method, account status and checkout settings.

You are responsible for ensuring that your WordPress website, WooCommerce store, hosting environment,
server configuration and technical setup meet the product requirements.

9. Immediate digital access and withdrawal rights

If you are a consumer or a person with similar rights under applicable law, you may have the right to withdraw
from an online contract within 14 days without giving a reason.

However, for digital content, digital services, SaaS access, software downloads, licenses, AI Credits or other
digital products, you may lose the right of withdrawal once digital delivery, activation or performance begins,
if you have expressly requested immediate access or immediate performance and acknowledged that this may result
in the loss of your withdrawal right.

Where required by law, such consent and acknowledgement may be requested during checkout.

This does not limit mandatory rights related to defective products, non-conforming digital content,
non-delivery or other rights that cannot be excluded by law.

10. Refunds and returns

Refunds, cancellations and returns are governed by our Refund and Returns Policy.

Because Nivella products are primarily digital products and online services, there may be no physical goods to return.
Refunds may be limited or unavailable once digital delivery, license activation, download, AI Credit assignment,
AI Credit usage or service performance has started, except where required by applicable law.

Please read our Refund and Returns Policy before placing an order.

11. AI Credits

AI Credits are digital usage credits used for supported Nivella AI workflows. They may support AI conversations,
assistant replies, Knowledge Base-based answers, Service Center assistance, AI Copilot workflows,
WooCommerce-oriented support or other AI-powered features depending on product configuration.

AI Credits are not money, electronic money, cryptocurrency, bank deposits, securities or financial instruments.
They have no cash value and cannot be exchanged for cash unless required by law or expressly agreed by us.

Credit usage may depend on selected AI features, model usage, conversation length, support workflow,
configuration, plan limits and technical factors.

Used AI Credits are generally not refundable, except where required by law or where we confirm that a technical error
directly caused incorrect credit usage.

12. Subscriptions and renewals

Some products may be offered as subscriptions. A subscription may provide access to updates, support,
SaaS features, license validity, AI workflows, modules or other recurring services.

Subscription terms, billing period, renewal rules and cancellation options are displayed during purchase
or in the customer account where applicable.

You may cancel future renewals according to the available account settings or by contacting support.
Cancellation prevents future billing but does not automatically refund the current billing period unless required
by law or approved by us.

13. Licenses and permitted use

Software products, plugins, modules and SaaS features are licensed, not sold. Unless otherwise stated,
a license grants you a limited, non-exclusive, non-transferable right to use the product according to its plan,
documentation and these Terms.

You may not:

  • resell, sublicense or redistribute paid products without permission;
  • share license keys publicly;
  • circumvent license checks or usage limits;
  • remove copyright, license or attribution notices where legally protected;
  • use products to provide unlawful, harmful or abusive services;
  • reverse engineer products except where permitted by mandatory law;
  • use Nivella systems in a way that disrupts infrastructure, security or other users.

Some products may have separate open-source license terms where applicable. In case of conflict,
mandatory open-source license terms apply to the relevant open-source components.

14. Free products

Some Nivella products may be offered for free, including Nivella Admin Toolkit or selected free plugin versions.
Free products may have limited functionality, limited support, no service-level commitment and may be changed,
updated or discontinued.

Free products are provided without paid subscription obligations, unless you separately purchase paid services,
support, implementation, add-ons or related products.

15. Product updates and compatibility

We may release updates, improvements, fixes or compatibility changes. Access to updates may depend on product type,
license status, subscription status, plan or purchase conditions.

We aim to support reasonable compatibility with current WordPress, WooCommerce and PHP versions,
but we cannot guarantee compatibility with every hosting environment, theme, plugin, custom code,
server configuration or third-party service.

Before installing updates on a production website, you should create a backup and test compatibility where appropriate.

16. Support

Support may be provided through support forms, email, documentation, product dashboards or other channels.
Support availability, response time and scope may depend on the product, plan, subscription, workload and request type.

Support may include help with installation, activation, basic configuration, product issues, account access,
license questions, AI Credits, billing or documented workflows.

Support does not include full website maintenance, custom development, server administration, legal advice,
tax advice, AI strategy consulting, third-party plugin support or emergency recovery unless separately agreed.

17. Custom setup, implementation and consulting services

Custom setup, configuration, implementation, consulting, development or integration work may be provided separately.
Such services may require individual scope, timeline, price, requirements and acceptance conditions.

If you request that custom service work begins before the end of a withdrawal period, you may be required to pay
for the part of the service already performed if you later cancel, unless applicable law provides otherwise.

Completed custom work is generally not refundable unless required by law or separately agreed in writing.

18. AI features and AI-generated content

Nivella products may use AI features to generate replies, summaries, suggestions, classifications, insights,
support recommendations or other outputs.

AI-generated output may be incomplete, inaccurate, outdated or unsuitable for a specific situation.
You should review AI output before relying on it, especially in legal, financial, medical, safety-related,
employment, tax, compliance or high-risk matters.

Nivella Assistant AI is designed to support customer communication and operator workflows.
It is not a substitute for professional advice or human judgment.

19. User content, Knowledge Base and uploaded files

You may provide content to Nivella products, including Knowledge Base materials, FAQs, product information,
support instructions, chat messages, uploaded files, business rules, policies or other data.

You are responsible for ensuring that you have the right to use and provide such content, and that it does not
infringe third-party rights, contain unlawful material or violate applicable law.

You should not submit sensitive personal data, confidential business secrets, payment card data, health information,
government identification numbers or other highly sensitive data unless it is necessary and lawful.

20. Customer responsibility for websites and data

If you install or connect Nivella products on your own website or a client website, you are responsible for:

  • website backups;
  • server and hosting configuration;
  • WordPress, WooCommerce, theme and plugin compatibility;
  • security of your website and accounts;
  • privacy notices and cookie notices on your website;
  • lawful collection and processing of your customers’ data;
  • obtaining consents where required;
  • configuring AI chat, uploads and Knowledge Base content responsibly.

If you use Nivella products as an agency or business customer for client websites, you are responsible
for ensuring that your client has appropriate legal notices, agreements, consents and internal procedures.

21. Data processing and privacy

Personal data processing is described in our Privacy Policy.

If you use Nivella SaaS, AI chat, Service Center or related services to process personal data of your own customers,
visitors or clients, a separate data processing agreement may be required where applicable law requires it.

By using Nivella products, you agree to process personal data lawfully and to configure the products in a way that
matches your legal obligations.

22. Prohibited use

You must not use Nivella products or services:

  • for unlawful, fraudulent, abusive or harmful activity;
  • to violate privacy, consumer, intellectual property, security or data protection laws;
  • to send spam, phishing, malware or unauthorized communications;
  • to collect sensitive data without a lawful basis;
  • to impersonate another person or business;
  • to overload, attack, scrape or disrupt Nivella systems;
  • to bypass payment, license, plan or usage limits;
  • to generate or distribute illegal, harmful or misleading content;
  • to use AI features for high-risk decisions without appropriate human review and legal basis.

We may suspend or terminate access if we reasonably believe these rules have been violated.

23. Intellectual property

Nivella products, software, design, branding, documentation, website content, product names, graphics,
code, interfaces and related materials are protected by intellectual property laws.

You may use Nivella products only within the scope of the license or permissions granted to you.
No ownership of intellectual property is transferred unless expressly agreed in writing.

You may not copy, modify, distribute, sell, sublicense or create derivative works from Nivella proprietary materials
except where allowed by applicable license terms or mandatory law.

24. Third-party services

Nivella products may integrate with or depend on third-party services, including WordPress, WooCommerce,
payment gateways, hosting providers, email tools, AI providers, analytics tools, security tools or APIs.

We are not responsible for outages, pricing changes, policy changes, limitations, data processing practices
or failures caused by third-party services.

Your use of third-party services may be subject to their own terms and privacy policies.

25. Availability and changes

We aim to keep our website and services available, but we do not guarantee uninterrupted or error-free operation.
Services may be temporarily unavailable due to maintenance, updates, technical issues, security incidents,
third-party failures or circumstances beyond our control.

We may modify, improve, replace, suspend or discontinue products, features, plans, pricing, bundles,
modules or documentation, provided that this does not unfairly affect rights already granted to customers
under mandatory law or active paid agreements.

26. Disclaimers

To the maximum extent permitted by law, Nivella products and services are provided on an “as is” and “as available” basis.

We do not guarantee that:

  • products will meet every individual business requirement;
  • AI output will always be accurate or complete;
  • products will work with every third-party plugin, theme or hosting configuration;
  • services will be uninterrupted or error-free;
  • all issues can be resolved without custom work or third-party changes.

Nothing in these Terms excludes liability that cannot be excluded under applicable law.

27. Limitation of liability

To the maximum extent permitted by law, we are not liable for indirect, incidental, consequential,
special or punitive damages, loss of profit, loss of revenue, loss of business, loss of data,
loss of goodwill or interruption of business arising from the use or inability to use Nivella products.

For Business Customers, our total liability related to a paid product or service is limited to the amount paid
for that specific product or service in the 12 months preceding the event giving rise to the claim,
unless mandatory law provides otherwise.

This limitation does not apply to liability that cannot be limited or excluded under applicable law.

28. Consumer rights

Nothing in these Terms limits any mandatory consumer rights that cannot be excluded under the laws of your country
or region.

If you are a consumer, you may have additional rights related to withdrawal, refunds, complaints,
non-conforming digital content, defective services or statutory remedies.

In case of conflict between these Terms and mandatory consumer protection rules, the mandatory rules apply.

29. Complaints

You may submit complaints related to products, services, payments, licenses, AI Credits or digital access by contacting:

Email: hello@nivella.app
Support page: https://nivella.app/support/

Please include:

  • your name or company name;
  • account email;
  • order number;
  • product or service name;
  • website URL, if relevant;
  • description of the issue;
  • screenshots, logs or error messages where useful.

We will review complaints within a reasonable time and, where required by applicable law,
within the legally required period.

30. Withdrawal form

Where withdrawal rights apply, you may use the Withdrawal Form provided on our website or send us
a clear statement of withdrawal by email.

The Withdrawal Form is provided for convenience and does not limit your right to submit a withdrawal statement
in another legally valid way.

31. Account termination

You may stop using Nivella products at any time. You may also request account deletion, subject to data retention
required for legal, accounting, tax, security, dispute or product access reasons.

We may suspend or terminate access if you violate these Terms, fail to pay, misuse the service,
create security risk, violate law or infringe third-party rights.

Termination may result in loss of access to dashboards, licenses, downloads, SaaS features,
AI Credits, support history or product configuration, unless mandatory law provides otherwise.

32. Force majeure

We are not responsible for failure or delay caused by events beyond our reasonable control,
including natural disasters, war, strikes, internet outages, hosting failures, payment provider failures,
AI provider outages, legal restrictions, cyberattacks, power outages or other force majeure events.

33. Governing law

These Terms are governed by the laws of Poland, unless mandatory consumer protection rules in your country
provide otherwise.

If you are a consumer, you may benefit from mandatory consumer protection laws of your country of residence
where such laws apply.

34. Dispute resolution

We encourage customers to contact us first so that we can try to resolve any issue directly.

Consumers may have access to out-of-court complaint and redress mechanisms where available under applicable law.

Business Customer disputes shall be resolved by the competent courts in Poland, unless mandatory law provides otherwise
or a separate written agreement states otherwise.

35. Changes to these Terms

We may update these Terms from time to time to reflect product changes, legal requirements,
payment provider rules, technical changes, AI features, pricing changes or business model updates.

The latest version will be published on this page. If changes materially affect active paid services,
we may provide additional notice where required.

Continued use of the website, products or services after changes become effective means acceptance of the updated Terms,
unless applicable law requires another form of acceptance.

36. Contact

If you have questions about these Terms and Conditions, please contact us:

Email: hello@nivella.app
Support page: https://nivella.app/support/
Website: https://nivella.app