Terms of Service

These Terms of Service (“Terms”) govern your use of Sona AI's support platform (“Sona”, “the Service”). By creating a workspace or using Sona, you agree to these Terms on behalf of your business.

Sona reads incoming customer support emails, looks up relevant data in your connected store, and drafts a reply. By default, a member of your team reviews and approves every reply before it's sent. You can enable automatic sending (“autopilot”) for specific ticket types once you're confident in the results.

Sona is under active development. Features, draft quality and available integrations may change as we improve the product. New customers typically start with a guided pilot before broader rollout, so we can tune Sona to their store and policies together.

You're responsible for the accuracy of the information, policies and store connections you give Sona, and for reviewing drafts before approving them (unless autopilot is enabled). You confirm you have the right to share your customers' data with Sona for the purpose of answering their support tickets, in line with your own privacy obligations to them.

Paid plans are billed monthly based on the ticket volume tier you select, as described on our pricing page. We'll notify you before any pricing changes take effect.

You agree not to use Sona to process data you don't have the right to share, to attempt to disrupt or reverse-engineer the Service, or to use it for anything unlawful.

Sona relies on third-party providers — including your e-commerce platform, OpenAI, and our hosting and email providers — to operate. Their availability and terms may affect Sona's service; see our Security & data page for the full list.

You can close your workspace at any time. We may suspend or terminate access if these Terms are breached, or if required by law. On termination, we handle your data as described in our Privacy Policy.

Sona is provided “as is”. While Sona grounds its drafts in your real order and policy data, you're responsible for reviewing them before they reach a customer (unless you've enabled autopilot for that ticket type). To the extent permitted by law, our liability for any claim relating to the Service is limited to the fees you paid us in the three months before the claim arose.

These Terms are governed by Danish law. Disputes will be resolved in the courts of Denmark.

We may update these Terms as Sona evolves. We'll update the date below when we do, and let active customers know of material changes.