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.

• 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/Gold) or weekly (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.