Terms and Conditions

These terms govern the use of the Findora Cloud service and the purchase of subscriptions and AI credits through findora.tech and the my.findora.tech portal.

1. Provider

CLOUDON I.K.E., VAT EL998107371
Address: Peloponnisou 13, 15341 Agia Paraskevi, Athens, Greece
Phone: +30 210 7222560 · Customer support: findorasupport@cloudon.gr

2. The service

Findora Cloud is a software-as-a-service (SaaS) smart search for online stores. It includes:

search on your store;
the my.findora.tech customer portal with reports and settings;
connection plugins for PrestaShop, WooCommerce and OpenCart;
and the AI shopping assistant and AI product advisor, included in Enterprise or added as add-ons to the other plans.

The features of each plan are described on the Pricing page. The service is intended for businesses.

3. Account

You create an account by signing up at my.findora.tech with true and complete business and billing details. You are responsible for keeping your passwords and connection keys safe and for the actions of the users you add to the portal.

4. Prices and payment

Plan prices are shown on the Pricing page, in euros, excluding VAT. VAT is calculated at checkout: 24% for businesses in Greece; reverse charge for businesses in another EU country with a valid VIES VAT number.
Payment is made online by card (Visa, Mastercard, Maestro, also via Apple Pay / Google Pay) through Revolut. Card details are processed directly by the payment provider and never pass through us.
A subscription requires a card, which the payment provider (Revolut) keeps for automatic renewals; renewals are charged with the same provider. No subscription stays active without a stored card: without one, it does not renew and, after the grace period, it is suspended.
Subscriptions are monthly or yearly and renew automatically at the end of each period, charging the same payment method, until you cancel. Extra free days may apply to your first purchase, as stated on the Pricing page.
Free trial: you can try the service free of charge for the number of days shown on the Pricing page, with all features and the AI add-ons, without a card, by providing your full company details. There is one trial per store (domain) and per VAT number. At the end of the trial, unless you buy a subscription, the service is suspended automatically and your store continues with its own search. Nothing is charged without your action.
AI add-ons (AI shopping assistant, AI product advisor): included in the Enterprise plan. On other plans they are added to your subscription at the monthly or yearly price on the Pricing page and renew with it. If you add one during a period, you pay pro rata for the rest of the period; if you remove one, it takes effect at the next renewal.
If a renewal fails, we retry the charge. The service continues for a 7-day grace period. If no payment is made, the service is suspended: your store keeps working normally with its own search.
Usage of the AI add-ons is charged separately with AI credits, bought as a one-off purchase in the portal (also during the trial). Each shopper question deducts the fixed price shown in the portal.
Search limit and extra packs: each plan includes a number of searches per month (see Pricing). The month runs from the start date of your subscription, also on yearly subscriptions. We count each completed search once, not every keystroke, and no bots. Search never stops because of the limit. If your store reaches the limit, an extra search pack equal to your plan's limit is added automatically, at the price on the Pricing page, and charged right away to your stored card. This repeats as needed, up to the maximum packs per month you set in the portal (default 3). Extra packs are valid until the end of the usage month and do not carry over; your subscription plan does not change. We email you at 80% of the limit and on every charge. Automatic charging happens only with your consent (by accepting the terms at sign-up or explicitly in the portal) and you can turn it off at any time in the portal; then nothing is charged and search continues, but if the limit is exceeded regularly we will contact you about the right plan. No extra packs are charged during the free trial.
Product limit and automatic upgrade: each plan includes a number of catalogue products (see Pricing). If your catalogue goes over it, we notify you at once by email and in the portal. If after 7 days it is still over the limit, your subscription is upgraded to the smallest plan that fits and only the pro-rata difference for the rest of the current period is charged to your stored card; renewals continue at the new plan's price. You can turn the automatic upgrade off in the portal (Billing); then we only notify you. Search never stops.
Subscription by card only: a subscription is activated only with a card stored for automatic renewals; only the trial runs without a card. A subscription payment made without storing a card is refunded automatically.
A legal invoice/receipt is issued for every payment and is available in the portal under "Billing & documents".
Promotions: from time to time a discount applies to purchases made within a specific period, as stated on the Pricing page. The discount lasts for the stated duration; after that the subscription renews at the regular price.
Any price change is announced at least 30 days in advance and applies from the next renewal.

5. Delivery method

Findora Cloud is a digital service: it is provided over the internet and no physical product is shipped. There are no shipping costs.

Immediately after the payment is confirmed the subscription is activated automatically and you get access to the my.findora.tech portal, your connection keys and the plugins for your platform. You receive a confirmation on screen and by email.
You connect your store in 3 steps (Findora Feed, one script line, purchase command), or automatically with your platform's plugin, following the instructions in the portal.
AI credits are added to your balance immediately after the payment is confirmed.
Updates and new features are delivered automatically, at no extra cost for your plan.

6. Cancellation

You can set the end date of your subscription at any time in the portal (Billing & documents → Subscription end): choose the end of the current or a later period. You can also tell us at findorasupport@cloudon.gr and we will set it. You get an email confirmation and can revoke it until the end date.
Cancellation takes effect at the end of the period already paid. Until then the service works normally, and no further charge is made.
After it ends, your store continues with its own search. You can request a copy of your data and its permanent deletion.
We may suspend or terminate the service in case of a serious breach of these terms (e.g. abuse, attacks, illegal content), with prior notice where possible.

7. Refund policy

Subscriptions: no refunds are given for a period that has already started or for the remainder of a period after cancellation. The service keeps working until the end of the paid period.
AI credits: non-refundable after purchase, but they never expire.
Incorrect charges: for a duplicate or erroneous charge, or a charge after a cancellation that has already taken effect, we refund the full amount to the same payment method through the payment provider (Revolut). The refund usually appears within 5–10 business days, depending on the bank.
For any billing question contact findorasupport@cloudon.gr or +30 210 7222560.

8. Customer obligations

Use the service lawfully and only for your own stores and domains.
Keep your catalogue data accurate (prices, availability, descriptions), as it is shown to your visitors.
Do not attempt abuse, bulk data extraction, attacks or circumvention of the service limits.
As controller, inform your visitors about the use of search (e.g. in your privacy policy).

9. AI shopping assistant and product advisor

The assistant's answers are generated by an artificial intelligence model from your catalogue and product pages, and may contain errors. The assistant does not give medical advice: for health matters it refers to a pharmacist or doctor. You can disable it at any time in the portal.

10. Availability

We make every reasonable effort for continuous, fast operation. Updates are deployed without service interruption. We cannot guarantee uninterrupted operation. In any case, the script is designed so that, if the service does not respond, your store's own search works normally.

11. Intellectual property

The software, dictionaries, taxonomy and the Findora brand belong to CLOUDON I.K.E. You get a right of use for the duration of your subscription. Your store's catalogue and data remain yours.

12. Limitation of liability

To the extent permitted by law, our total liability is limited to the amount you paid for the service in the last 12 months. We are not liable for indirect damages, such as lost profits.

13. Personal data

Personal data is processed in accordance with the Privacy and data security policy and the GDPR. A data processing agreement (DPA) is available on request.

14. Changes to the terms

Changes are announced by email and on the website at least 30 days before they apply. If you do not agree, you can cancel your subscription before they take effect.

15. Governing law

These terms are governed by Greek law. The courts of Athens have jurisdiction over any dispute.