Terms of Service

These terms are the agreement between you and DESQY (Dubai, United Arab Emirates), the company that operates Drazen at drazen.ai and go.drazen.ai. By creating an account or using Drazen, you agree to them. We have written them in plain language on purpose.

What Drazen does

Drazen is an AI customer support agent for Shopify stores. It reads the support inbox you connect, looks up matching orders in your Shopify store, drafts replies in your voice, and proposes actions such as refunds, quantity fixes and order notes in a Telegram chat with you. In draft mode nothing is sent or changed until you approve it. In auto mode, which you switch on yourself, Drazen acts within the limits you configure: your refund cap, your per-category settings, and the rule that it only ever auto-refunds orders that have not shipped.

Your account

• You create your account with your name, email address and a password, and confirm the email with a 6-digit code before you pay.
• Your purchase comes with a single-use license key, emailed to you right after payment. Entering it in your dashboard unlocks Drazen and binds the license to your account permanently; the key cannot be used again by anyone else.
• You sign in with your email and password. If you forget the password, you can reset it via a link we email you. Keep your password, and access to that email address, secure.
• Give us a real email address you actually check. Your license key, receipts and important service messages go there.
• Your account and license are for you or your business. Do not share them, lend them or resell access.

Your connections and your responsibility

• Only connect an inbox, a Shopify store and a Telegram account that you own or are authorised to manage.
• The Google app and the Shopify private app you create stay yours. You can revoke Drazen's access from your side at any time.
• Emails Drazen sends and actions it takes are sent as your store, on your instructions (a specific approval, or the standing instructions in your settings). You are responsible for your store's customer communications and for the settings you choose, including your refund cap.
• Review what Drazen proposes. It is careful by design, but it works for you, and you remain the decision maker.

Your license

• One payment: $499, one time. No subscription and no renewal. The license covers every feature and includes future updates to Drazen at no extra cost.
• One store per license. A license runs one support inbox and one Shopify store. To keep licenses from being shared between businesses, you can switch your connected Shopify store at most once every 45 days. Reconnecting the same store is always allowed. If you genuinely sold or moved your store, contact us and we will sort it out.
• You bring your own AI account. Drazen runs on an AI key from your own pay-as-you-go account with the AI provider (such as Anthropic). That usage is billed to you directly by the provider at their rates and is not included in the $499. Your Google app and Shopify app are likewise your own; their terms apply to your use of them.
• Payment is handled by Stripe. Your card statement will show DESQY* DRAZEN. Prices are in US dollars and exclude any taxes that apply to you.

Refunds: the 7-day money-back guarantee

If Drazen is not for you, tell us within 7 days of your purchase and we will refund the full $499, no questions asked. Just reply to your purchase email or write to the contact address below within that window. When we refund a purchase, the license and the account it activated are deactivated.

After the 7-day window the purchase is final and not refundable, except where the law says otherwise. AI usage billed to you by your AI provider is between you and the provider and is not something we can refund. If we ever get a charge materially wrong, contact us and we will make it right.

What we do not promise

Drazen handles the routine majority of support well, and escalates what it should not touch. But it is software interpreting human messages: we do not promise it will read every email perfectly, and we do not guarantee outcomes with your customers. Drazen is provided as is. We work hard to keep it fast, accurate and available, but we do not promise it will be uninterrupted or error free.

Acceptable use

• Do not connect inboxes or stores you have no rights to.
• Do not use Drazen to send spam, deceive customers, or do anything unlawful.
• Do not share, resell or trade license keys or accounts.
• Do not attempt to break, reverse engineer or abuse the service, or use it to build a competing product.

We can suspend or close accounts that break these rules.

Ownership

Your store, your inbox, your customer relationships and your data are yours. Drazen itself, its software, brand and everything that powers it, stays ours.

Liability

To the fullest extent the law allows, our total liability to you for anything arising out of the service is limited to the amount you paid us for your license. We are not liable for indirect losses such as lost profits, lost data or lost customers.

Ending the agreement

You can stop using Drazen and delete your account whenever you like. We can suspend or terminate accounts that violate these terms. Drazen is a hosted service: if we ever have to retire it or materially change it, we will give license holders reasonable notice, and your connections (your Google app, Shopify app and AI key) remain yours to revoke or reuse.

Changes to these terms

If we update these terms, we will change the date at the top. For significant changes we will email you before they take effect. Continuing to use Drazen after that means you accept the new terms.

Governing law

These terms are governed by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates, and disputes belong to the courts of Dubai.

Contact

Questions about these terms: hello@groundedlabs.io