This website presents Tixolve and its plans. Browsing the website, using the illustrative demo or copying a plan summary does not create an account, activate a subscription or constitute acceptance of a paid contract. The Service must be activated through a separate process in which the applicable terms are presented and valid acceptance is obtained.
1. Service provider
Tixolve (the “Service” or “Platform”) is provided by Hennod, 10023 Chieri (TO), Italy. VAT number: IT13429560017. Contact, legal and privacy email: info@tixolve.com (the “Provider”). Tixolve is the commercial name of the software platform covered by these Terms.
2. Purpose and scope
These Terms govern access to, registration for and use of Tixolve, a Software as a Service platform that helps businesses manage customer communications, support requests and customer care through digital tools, automation and artificial intelligence.
Depending on the subscribed plan and the features actually available, the Service may include centralised ticket management; e-commerce integrations, including Shopify; conversation management; automated request classification; AI-generated replies and suggestions; configurable workflows; customer and order information; analytics and reporting. This description does not guarantee that every feature is available under every plan.
The Service is primarily intended for professionals, businesses and organisations acting for commercial or professional purposes (B2B). The Provider may decline registrations outside this scope.
3. Acceptance of the Terms
Creating an account, activating a subscription or using the Service entails acceptance of these Terms only where they have been made available and acceptance has been validly obtained. The user confirms that they are at least 18, have the legal capacity to contract, are authorised to represent the organisation concerned and will use the Platform lawfully. Anyone acting for an organisation must have the necessary authority.
4. Registration and account management
An account may be required to access Platform features. Users must provide accurate, truthful and current information, protect their credentials and apply appropriate account security measures. They must promptly notify the Provider of suspected security breaches or unauthorised access.
Users are responsible for managing access permissions for their staff and other authorised users within the limits of the law. The Provider may take proportionate measures to protect accounts and prevent fraudulent or unauthorised use.
5. Licence
For the duration of the contract and subject to compliance with these Terms, the Provider grants a limited, non-exclusive, non-transferable and non-sublicensable licence to use Tixolve for the customer's internal business purposes. No software ownership or intellectual property rights are transferred.
Unless expressly authorised in writing or permitted by mandatory law, users may not copy, resell, sublicense or distribute the software; reverse engineer or attempt to reconstruct its source code; bypass technical limits or security controls; develop or distribute unauthorised copies; interfere with the Service; or access other customers' data without authorisation.
6. Plans, subscriptions and payments
Tixolve may be offered through free plans, trials, paid subscriptions or individually agreed commercial arrangements, only where such offers are actually available. Features, limits, credits, fees, billing frequency and additional charges are specified on the pricing page, during activation or in an accepted commercial offer.
Customers must be informed of the applicable price and main financial terms before a paid service is activated. Unless otherwise stated, professional prices may exclude VAT, which is applied where due. Automatic renewal, its frequency and cancellation procedures must be disclosed before subscription. Usage above a plan's allowance is charged only under pricing terms communicated and accepted in advance. Shopify or another authorised billing intermediary may apply its own payment and billing terms.
The plans currently presented on the website are summarised below. Annual billing is always displayed as a monthly equivalent. The annual discount applies only to the plan fee and does not change extra ticket rates. Billing frequency and final tax treatment must be confirmed before activation.
| Plan | Monthly | Annual: price per month | Tickets / month | Extra tickets |
|---|---|---|---|---|
| Starter | €19 | €18.05 (−5%) | 300 | €0.12 |
| Growth | €49 | €44.10 (−10%) | 1,000 | €0.09 |
| Pro | €129 | €109.65 (−15%) | 3,000 | €0.06 |
| Enterprise | Custom | Custom | Custom | Custom |
7. Renewal, plan changes and cancellation
Subscriptions renew according to the frequency and conditions accepted at subscription. Customers may stop automatic renewal using the procedures provided by the Provider or billing system. Unless otherwise disclosed before subscription, cancellation takes effect at the end of the paid period.
Plan changes may alter features and fees under the conditions shown before confirmation. Price changes for future renewals will be communicated with reasonable notice, allowing cancellation before they apply. Voluntary non-use does not automatically entitle a customer to a refund, without prejudice to legal obligations, specific agreements or the Provider's breach of contract.
8. Artificial intelligence
Tixolve may use AI to analyse requests, organise information, suggest replies, generate content and automate tasks. AI output can be incomplete, inaccurate, outdated or inappropriate for a particular context. The Provider does not guarantee that every output is correct or suitable for every use.
Customers are responsible for configuring and using automated features and for applying human supervision appropriate to their activities and possible effects on recipients. They must verify information before significant decisions, carefully configure automation permissions, monitor replies to customers, arrange human intervention when needed and avoid legally prohibited uses.
The Provider may apply technical restrictions or safeguards against misuse. AI features and information provided to end users must be designed and operated in accordance with applicable law, including relevant EU AI transparency requirements.
9. Automations and connected systems
Where available and authorised, features may interact with external systems and perform operations affecting business processes. Customers are responsible for choosing which functions to enable, setting permissions and reviewing the consequences of their configuration.
The Provider is not responsible for erroneous instructions or improper configurations attributable to the customer, except where liability cannot lawfully be excluded. Activating an automation does not transfer the customer's commercial, contractual or legal obligations towards consumers to the Provider.
10. Third-party integrations
Tixolve may integrate with Shopify, email providers, CRMs, support tools and other external services. Integrations may require customer authorisation and acceptance of third-party terms. The Provider does not control external infrastructure or commercial policies.
Changes to APIs, permissions, pricing or features may affect integrations. The Provider will reasonably manage changes or interruptions affecting supported integrations, without guaranteeing continuity of services outside its control. Customers remain responsible for their agreements with connected services.
11. Customer data and content
Data, documents, conversations, business information and other content lawfully submitted or connected by customers remain owned by the customer or the relevant rightsholder. Processing does not transfer ownership to the Provider.
Customers grant the Provider the rights to process, transmit, store and display content only as necessary to provide the agreed Service, for the relevant duration and subject to applicable data protection agreements. Customers warrant that they have the rights and lawful bases needed to use the data and content.
The Provider may not use identifiable personal data, confidential conversations or business information to train AI models for its own purposes without a separate valid legal basis and, where required, specific contractual authorisation. Processing by external AI providers must respect the safeguards described in applicable privacy documentation and processing agreements.
12. Personal data protection
Personal data must be processed in accordance with Regulation (EU) 2016/679 (GDPR) and applicable law. For personal data used by a customer for customer care, orders and end-user relationships, the customer generally acts as controller and the Provider as processor when acting on the customer's behalf.
Processing on a customer's behalf must be governed by a specific Data Processing Agreement (DPA) under Article 28 GDPR. The Provider may act as an independent controller for its own purposes, such as account administration, billing, business management and legal obligations. Further information is provided in the Privacy Policy. Customers must inform their data subjects and ensure the lawfulness of data shared through Tixolve.
13. Information security
The Provider adopts technical and organisational measures appropriate to the risks and nature of the Service. Customers must take suitable precautions for credentials, devices, authorised users and integrations. Access to particular features may be temporarily suspended where necessary to contain vulnerabilities, unauthorised access or security threats. The parties must cooperate in handling personal data security incidents according to their respective legal and contractual obligations.
14. Availability and maintenance
The Provider aims to keep the Platform operational with professional diligence appropriate to the Service. Maintenance, updates, security work, faults or external events may cause temporary interruptions. Where reasonably possible, planned work significantly affecting availability will be announced in advance.
Unless a specific Service Level Agreement (SLA) applies, no particular continuous availability percentage is guaranteed. Statutory responsibilities and specific commitments remain unaffected.
15. User obligations and prohibited use
Customers must not use Tixolve for illegal, fraudulent or misleading activities; unauthorised communications or spam; infringement of intellectual property or confidentiality; unlawful personal data processing; malware distribution or system compromise; unauthorised access or data extraction; prohibited AI uses; or deliberate circumvention of technical or contractual limits.
For established breaches or concrete security risks, the Provider may take proportionate measures, including restrictions or suspension, with advance notice where compatible with urgency.
16. Intellectual property
Rights in Tixolve, including software, source code, architecture, interfaces, documentation, graphics and distinctive signs, belong to the Provider or the respective rightsholders. Platform use does not transfer software ownership. Customers retain their rights in their content, business information and data.
Rights in AI-generated output depend on applicable law, rights in the input materials and the terms of the technology services concerned. The Provider does not guarantee the exclusivity or copyright eligibility of every automatically generated item.
17. Liability
Tixolve is a business support tool and does not replace professional supervision for processes with economic, contractual or legal consequences. To the extent permitted by law, the Provider is not liable for damage directly resulting from prohibited use, inaccurate customer information, customer configuration errors, decisions made without reasonably necessary checks, external service failures not attributable to the Provider or force majeure.
Nothing excludes or limits liability for intentional misconduct, gross negligence or any other liability that cannot legally be excluded or limited. Any financial liability cap must be separately agreed and assessed under applicable law.
18. Suspension and termination
The Provider may suspend access, subject to necessity and proportionality, for significant breaches, fraudulent or unlawful use, serious security risks or non-payment, following a reminder where appropriate. If a breach can be remedied, a reasonable period may be allowed before termination, except in particularly serious or urgent circumstances.
Customers may stop using the Service and cancel according to their plan. Termination does not extinguish accrued obligations or provisions intended by their nature to survive.
19. Retention, export and deletion
After termination, access to the Platform and data may be restricted under the applicable contract. Procedures and timing for export, return and deletion must be specified in Service documentation and, for personal data processed on the customer's behalf, the DPA.
The Provider must return or delete personal data according to lawful customer instructions and applicable legal duties, subject to mandatory retention requirements. Customers should export necessary information before access ends, using the functions actually available.
20. Changes to the Service and Terms
The Provider may update the Service for technical, organisational, security, legal or improvement reasons. Material changes to these Terms will be communicated with reasonable notice, normally at least 30 days, except for urgent legal or security requirements.
If a change significantly and adversely affects contractual conditions, customers may reject it and end the relationship as communicated, without prejudice to statutory rights. Changes do not retrospectively affect accrued rights unless lawfully provided otherwise.
21. Confidentiality
The parties must keep non-public technical, commercial, strategic and organisational information confidential and use it only to perform the contract, unless authorised by the disclosing party or required by law. These duties do not apply to information already lawfully public, received from third parties without restrictions or independently developed without a contractual breach.
22. Communications
Contractual communications may be sent by email, Platform notification or another agreed channel. Customers must keep their account email current. Communications requiring a particular legal form must use a method satisfying the applicable law. Contact the Provider at info@tixolve.com.
23. Governing law and disputes
These Terms are governed by Italian law. For customers genuinely acting as professionals or businesses, the parties designate the courts of Turin as exclusively competent, subject to the validity and enforceability of that agreement. Mandatory jurisdiction rules and consumer protections remain unaffected. The parties will consider an amicable resolution before starting proceedings.
24. Final provisions
The invalidity or unenforceability of one provision does not automatically invalidate the others, which remain applicable to the extent permitted by law. Failure to exercise a right does not amount to a permanent waiver. These Terms, accepted orders and financial conditions, and applicable data protection agreements govern the relationship. Mandatory law prevails in the event of conflict; the DPA prevails for personal data processed on the customer's behalf.
The Italian text is the reference version in the event of differences between translations, subject to mandatory legal protections.
Provider: Hennod · Service: Tixolve · Version: 1.1 · Date: 20 October 2026.