Terms and Conditions
Last updated: 14 May 2026
1. Introduction
These terms and conditions ("the Terms") apply to the use of BestSupport ("the Service"), provided by:
By creating an account or using the Service, you accept these Terms.
2. Who Can Use the Service?
BestSupport is a B2B service aimed at businesses (typically webshops on Shopify). To use the Service, you must:
- Represent a business with a valid CVR number (or equivalent)
- Be of legal age (at least 18 years old)
- Be authorized to enter into agreements on behalf of your business
3. The Service
BestSupport offers AI-driven customer service automation for webshops, including:
- Automatic response to customer emails
- Integration with Shopify (orders, customers, products)
- Integration with Gmail (receiving and sending emails)
- Integration with shipping carriers (track-and-trace)
- Handling of returns and complaints
- Statistics and reporting
The features may be changed, expanded, or removed without prior notice, as long as this does not materially impair the Service.
4. Prices and Payment
4.1 Prices
Current prices are shown at bestsupport.dk. All prices are stated exclusive of VAT.
4.2 Payment Terms
- Subscriptions (Start, Basic, Pro, Advanced) are paid in advance on a monthly basis. All plans include a 30-day free trial period.
- Payment is made via Shopify Billing and appears on your Shopify invoice.
- Invoices are sent via email.
4.3 Price Changes
We may change prices with 30 days' notice via email. If you do not accept the price change, you may terminate the subscription before the change takes effect.
4.4 Non-Payment
If payment is not received no later than 14 days after the due date, we may:
- Suspend access to the Service
- Charge interest in accordance with the rules of the Danish Interest Act (renteloven)
- Charge reminder fees in accordance with applicable law
5. Termination
5.1 Customer's Termination
You may terminate the subscription at any time by uninstalling the app in Shopify. The termination takes effect at the end of the current payment period.
5.2 Pro-Rata Refund
Upon termination, the unused period is not refunded automatically, but you retain access until the end of the paid period.
5.3 Our Termination
We may terminate the agreement with 30 days' notice without cause. We may terminate with immediate effect in the event of:
- Misuse of the Service
- Breach of these Terms
- Non-payment for more than 30 days
- Use of the Service for unlawful purposes
6. User Obligations
As a user of the Service, you undertake to:
- Provide accurate information when creating an account
- Keep your login credentials confidential
- Have a lawful basis for processing the customer data you supply to the Service (typically via consent or an agreement with end-customers)
- Comply with applicable law, including GDPR
- Not use the Service for:
- Spam or unsolicited marketing
- Fraud or deception of customers
- Infringement of third-party rights
- Distribution of malware or harmful content
7. Our Liability and Limitation of Liability
7.1 Operational Reliability
We aim for 99.5% uptime measured monthly, but do not guarantee uninterrupted operation. Planned maintenance is announced via email at least 24 hours in advance.
7.2 AI-Generated Responses
BestSupport uses artificial intelligence (Claude API) to generate responses. You acknowledge that:
- AI responses may contain errors
- You are responsible for reviewing and approving responses before sending (if configured)
- Cancellations, refunds, and complaints always require your manual approval
7.3 Limitation of Liability
Our total liability is limited to the amount you have paid for the Service in the last 12 months. We are not liable for:
- Indirect losses or consequential damages
- Lost profit or goodwill
- Loss of data beyond what follows from GDPR
- Force majeure (including power outages, internet outages, supplier problems at third parties such as Anthropic, Shopify, Vercel)
8. Intellectual Property Rights
8.1 Our Rights
BestSupport, including code, design, logo, and content, belongs to Vel Media. You receive a non-exclusive, non-transferable license to use the Service during the subscription period.
8.2 Your Rights
You retain all rights to the data you supply to the Service (customer data, orders, emails). We process this data solely to provide the Service, cf. the data processing agreement.
9. Personal Data
Processing of personal data is governed by our Privacy Policy and a separate Data Processing Agreement (DPA), which you enter into when creating an account.
We comply with GDPR and Danish data protection law. See bestsupport.dk/gdpr for details about our GDPR approach.
10. Confidentiality
Both parties undertake to treat confidential information about the other party confidentially, both during the contractual relationship and for 3 years after its termination.
11. Changes to the Terms
We may change these Terms with 30 days' notice via email. If you do not accept the changes, you may terminate the subscription before the changes take effect.
12. Governing Law and Venue
The agreement is governed by Danish law. Disputes are settled at the Court in Odense (Retten i Odense) as the court of first instance.