Terms of Service

Backenda is a backend operations agency providing email management, refund processing, customer support, and related services to e-commerce brands on a monthly subscription basis. By subscribing, you agree to these terms.

We offer the following subscription plans, billed monthly:

Annual billing is available at a 15% discount. All prices are in euros and exclusive of applicable taxes. Clients who subscribed before 22 July 2026 keep the price and plan they signed up at.

• Subscriptions are billed monthly or annually in advance.
• Payment is processed via Stripe. By subscribing, you authorise us to charge your payment method on a recurring basis.
• If a payment fails, we will notify you and may suspend service until payment is resolved.
• Prices may be adjusted with 30 days' written notice.

• Notice must be sent via email to hello@backenda.co or via WhatsApp.
• Cancellations with less than 14 days' notice take effect at the following renewal period.
• No refunds are issued for the current billing period once payment has been processed.

See our Cancellation & Refund Policy for full details.

• We operate 7 days a week, including weekends and public holidays.
• We guarantee a 24-hour email response time. Contact us immediately if this is not met.
• Onboarding is typically completed within 24 hours of account activation.
• Reports are delivered bi-weekly (Silver), weekly (Gold) or daily (Platinum).
• Excessive email volumes above your plan limit may require an upgrade.

Backenda operates with a limited number of client seats to maintain service quality. We reserve the right to close onboarding at any time. Existing clients are not affected.

• Provide accurate information about your store and operations during onboarding.
• Grant necessary access to email inboxes and platforms as required.
• Keep your payment method valid and up to date.
• Notify us of any changes to your business that affect service scope.

All SOPs, templates, scripts, and materials created by Backenda during service delivery remain our intellectual property unless explicitly agreed otherwise in writing.

Backenda's liability is limited to the fees paid in the current billing period. We are not liable for indirect, incidental, or consequential damages including lost revenue or customer chargebacks.

When we handle personal data of your customers on your behalf (for example, support emails and order status from your connected store), we act as your data processor. That means:

• We use it only to deliver the services you asked for, such as customer support and related backend operations, and only on your instructions.
• Only the team members who need it to do the work can access it.
• We protect it with encryption in transit (HTTPS) and at rest, and with access controls.
• We never sell it or use it for our own marketing.
• When our service ends, or when you ask, we delete it within 90 days unless the law requires us to keep it. Access to a connected Shopify store is removed immediately when our app is uninstalled.
• We will tell you without undue delay if we become aware of a security incident that affects your data.

Our Privacy Policy explains this in more detail.