Terms of Service
Last updated: 25 January, 2026
1. Introduction and Scope
1.1 Purpose and Subject Matter of the Contract
Welcome to Vennie, your solution for automated AI e-commerce customer support agents. These General Terms and Conditions (hereinafter referred to as "GTC" or "Terms") govern the legal relationship between Vennie Tech UG, Bluntschlistr. 31, 69115 Heidelberg (hereinafter referred to as "we," "us," or "our") and you as a user of our chatbot platform, which can be integrated into helpdesk systems. Our services include the use of our web application, which is based on artificial intelligence and automatically processes customer inquiries.
These GTC establish the rules and obligations that both you as a user ("User") and we, Vennie, must comply with in connection with the use of the Vennie website, applications, tools, and services (collectively referred to as the "Service"). The Service is designed to assist e-commerce businesses in automating their customer support, handling inquiries, and managing customer interactions to achieve optimal support outcomes.
1.2 Acceptance of the GTC
By using our platform and all associated services, tools, and features (collectively the "Service"), you expressly accept these GTC and agree to be legally bound by them. If you use the Service on behalf of a company, organization, or other legal entity, you represent and warrant that you are authorized to bind that entity to these GTC, in which case the terms "you" and "your" refer to that entity.
Use of our Service is only possible if you agree to these Terms. If you do not agree with all provisions of these GTC, you may not access or use the Service. Your continued use of the Service will be deemed as acceptance of our updated or amended Terms as well as any changes to the Service’s functionalities.
Please read these GTC carefully, as they affect your legal rights, including the agreement to resolve any disputes through binding individual arbitration.
2. Service Description
2.1 Overview
Vennie provides a powerful platform designed to optimize customer service for e-commerce businesses through AI-supported automation. Our services include, among others, the following key features:
Customer Support for General Inquiries: Vennie uses advanced AI algorithms to provide automated responses to common customer inquiries. This ensures fast and accurate information delivery and relieves the human support team.
Order Cancellation and Refunds: Our platform simplifies the process of handling cancellations and refund requests. Customers are guided through the necessary steps, and much of the backend processing is automated to ensure swift resolution.
Returns and Exchanges: Vennie supports smooth handling of returns and replacements by automating the creation of return labels, shipment tracking, and coordination of replacements. Customers are kept informed throughout the process.
Questions About Sold Items: Vennie’s AI-powered system can retrieve and provide detailed product information, such as specifications, availability, and compatibility. This helps customers make informed purchasing decisions without requiring human intervention in many cases.
Order Tracking: Vennie integrates various shipping providers to provide real-time order tracking information. Customers can easily check the status of their orders and receive proactive updates on delivery progress.
Our platform is flexible and customizable, offering both pre-configured solutions and individually adaptable options to meet the diverse needs of e-commerce businesses.
2.2 Additional Features
Vennie is continuously evolving to meet the changing demands of the e-commerce market. As such, new features and improvements may be added beyond those described above. These additional features could include enhanced integrations, personalized customer interactions, or further automation options. Changes or expansions to functionality will be implemented based on the needs of our users.
By using the Vennie platform, you gain access to a comprehensive set of tools that enhance your customer service and make your e-commerce processes more efficient. Our goal is to enable better business outcomes through optimized customer interactions, automated support processes, and efficient order management.
![](data:image/svg+xml,<svg display="block" role="presentation" viewBox="0 0 18 18" xmlns="http://www.w3.org/2000/svg"><path d="M 0.148 1.06 C 0.053 0.966 0 0.838 0 0.705 C 0 0.572 0.053 0.444 0.148 0.35 L 0.348 0.15 C 0.442 0.052 0.572 -0.002 0.708 0 L 7.868 0 C 8.003 -0.002 8.134 0.052 8.228 0.15 L 8.428 0.35 C 8.523 0.444 8.576 0.572 8.576 0.705 C 8.576 0.838 8.523 0.966 8.428 1.06 L 4.638 4.85 C 4.547 4.947 4.42 5.002 4.288 5.002 C 4.155 5.002 4.029 4.947 3.938 4.85 Z" fill="rgb(17, 17, 17)" height="5.00155387474404px" id="T1L7vK7HI" transform="translate(4.712 7)" width="8.575800000000001px"/></svg>)