These terms govern a merchant's use of Sydonia. Sydonia is an AI assistant, Syd, that talks with a shop's customers in a window on the shop's website and on WhatsApp. If you are a shopper rather than a merchant, the privacy policy is the document that concerns you.
When a merchant connects their shop, an automated assistant answers the shop's customers on the merchant's behalf, in a window on the shop's website (by written message, voice message or a voice call in the browser) and by WhatsApp message, grounded in a knowledge pack compiled from the merchant's own published information. Sydonia follows up an abandoned basket only where the shop recorded the customer's consent to marketing contact, and then sends at most one WhatsApp message per abandoned basket.
Messages are delivered through Meta's WhatsApp Business Platform, and use of that platform is additionally governed by Meta's own terms and policies — including its rules on message templates, opt-outs and quality ratings. Meta may rate-limit or block a sending number independently of Sydonia. For a store with its own Sydonia WhatsApp number, Qelia lists the store's name and website on its public page of stores answered by Sydonia, as WhatsApp requires. Assistant replies are generated using third-party model providers. The providers relied on are listed in the privacy policy.
A customer who replies STOP is recorded as opted out immediately, receives at most one confirmation, and is not messaged again. An opt-out is never reversed automatically, and a merchant cannot instruct Sydonia to override it. This is a hard limit of the service, not a configurable setting.
Sydonia is provided on an "as is" and "as available" basis. No uptime commitment is offered at this stage of the product. Delivery of any individual message depends on WhatsApp and on the customer's own device and account, none of which are within Sydonia's control.
The assistant is automated. It is constrained to the merchant's published information and is instructed to defer to a human rather than guess, but its replies are generated and may occasionally be wrong. Merchants should treat it as an assistant, not as a binding statement of the shop's terms. Sydonia is not liable for a sale won or lost on the strength of an automated reply.
Fees, billing period and notice terms are those of the merchant's Sydonia plan, as published by Qelia or agreed in writing with Qelia or a Qelia partner. A shop that installs Sydonia from the Shopify App Store is billed through Shopify. Meta's charges for the WhatsApp messages Sydonia sends are included in the plan and paid by Qelia; the merchant is not charged them separately.
Either party may terminate at any time. Qelia may suspend a merchant's access without notice where continuing would breach WhatsApp's platform policies, applicable law, or the acceptable-use rules above — in particular where messages are being sent without consent. On termination, the retention periods in the privacy policy continue to apply to data already held.
Nothing in these terms excludes liability that cannot lawfully be excluded. Subject to that, Qelia is not liable for indirect or consequential loss, or for lost sales, arising from use of the service.
If these terms change materially, the effective date above changes and the current version remains available at this address. Continued use after a change constitutes acceptance.
Email quentin@qelia.ai.