Terms of Service

These terms govern use of the software-as-a-service platform "Sondercase" (the "Service"), which uses AI to automatically answer or draft responses to inbound customer inquiries (email and messenger) for online shops. Contracting parties are exclusively businesses within the meaning of § 14 BGB.

By registering and confirming the email address, the customer submits an offer to conclude a usage agreement. The contract is formed when the Provider activates the account.

The Provider makes the Service available within the chosen tier. The specific scope of functions follows from the respective product description. The Service can send responses automatically or provide them as drafts for the customer’s approval; configuration is the customer’s responsibility. For quality assurance and product improvement, the Provider computes aggregate metrics on the extent to which AI suggestions are adopted unchanged or edited (details in the Privacy Policy and DPA).

The customer is responsible for the accuracy of the data provided, the lawful connection of its mailboxes and shop systems, and the content of messages it approves or sends automatically. The customer ensures it is entitled to process the personal data fed into the Service.

Use is subject to a fee according to the chosen tier. Billing is handled via the payment provider Stripe. The prices stated at the time of booking apply, plus statutory VAT.

Where a free trial is offered, it ends automatically after the stated period. Afterwards the Service may be restricted (e.g. drafts only instead of automatic sending) until a paid tier is booked.

The Provider endeavours to maintain high availability but does not owe any specific availability unless a service level is expressly agreed. Maintenance windows and third-party disruptions (e.g. AI providers, hosting) are reserved.

The Provider is liable without limitation for intent and gross negligence and under the Product Liability Act. For slightly negligent breach of material contractual obligations, liability is limited to the foreseeable damage typical for the contract. Any further liability is excluded. Note: AI-generated content may be inaccurate; the customer is responsible for the degree of automation it chooses.

The contract runs for an indefinite period and may be terminated in accordance with the chosen tier. The right to extraordinary termination for good cause remains unaffected.

The Provider may amend these terms with reasonable notice. If the customer does not object within the stated period, the amended terms are deemed accepted.

The law of the Federal Republic of Germany applies. The place of jurisdiction, where permissible, is the Provider’s registered seat. Should individual provisions be invalid, the validity of the remainder is unaffected.