Terms of service — Krealo Chat

Version 2 · effective 23 September 2026 · Krealo Media · ken@krealomedia.com

Draft: no lawyer has reviewed it yet.

What this contract covers

Krealo Chat is a live chat service run by Krealo Media, in Montreal, Quebec. This contract is between Krealo Media and the merchant who opens a workspace. It covers the console, the chat installed on your sites, the mobile app and the Shopify app.

The account and the people in it

A workspace is required to receive conversations. Each person signs in with their own account: no shared accounts. That is what makes it possible to know who answered what, and it is also what Quebec's Law 25 asks for.

A store already linked to another workspace cannot be taken over from the app: doing so would erase that account's conversation history. It has to go through whoever linked it.

Price

Per user per month, not per workspace: two people answering is twice the price. An observer counts as a user — they read your customers' conversations, and that is what is being charged for.

In Canadian dollars, taxes not included: GST and QST are added to the invoice where they apply. Your tax number goes in the console, on the "Your usage" page, so that it appears on your invoices.

The 7-day trial starts when the workspace is opened. At the end you pick a plan or the chat switches off on your sites — and nothing is deleted.

60 days' notice before any price change. And for merchants who came in during the free period: 60 days' notice before the first invoice, never a surprise charge.

How we invoice

Monthly, in advance, by card. The payment is handled by our payment provider: the card number never passes through Krealo Chat's servers and is never stored there. The invoice goes out by email.

The invoice counts the people in the workspace on the day it is issued. Someone added mid-month appears on the next invoice. The month is counted in UTC, the same as the usage counter in the console, so the two figures look alike.

If the invoice is not paid

We write to you. 15 days after the due date the service stops: the bubble no longer appears on your sites and your store keeps working exactly as before. What stops is the service — not access to your data: you can still export it. Nothing is deleted. Paying reopens everything, as it was.

Cancelling

From the console, with the button that closes the workspace. No call, no form, no notice to give. Cancelling takes effect at the end of the month already paid for; a month that has started is not refunded. The chat switches off and nothing is deleted: reopening the workspace gives you everything back intact.

Your data is yours

The conversations, messages, visitor records and settings of your workspace belong to you. Krealo Media processes them on your behalf and to run the service: they are not sold, not used for advertising, and not used to train a model.

You take them with you whenever you want: conversations are exported from the console, as CSV or JSON, by an administrator, with no call and no form.

If you close your account nothing is deleted and there is no time limit. The only thing that carries on is the anonymisation of visitor records after 30 days of inactivity: that deadline protects your store's customers, not your account. If you want everything erased, write to us and we will do it — that is your right.

Privacy

What is stored, where and for how long is described in the privacy policy. The merchant is the controller of their conversations; Krealo Media is the processor, and the data processing agreement (in French) is available to you. The data is hosted in the United States. Person in charge of the protection of personal information (Law 25, s. 3.1): Keneth Walters, ken@krealomedia.com.

What we commit to

There is no availability percentage in this contract, because we have not measured it yet, and no service credit for an outage, because there is no figure to hold ourselves to. What is promised today — the public status page, a watcher that picks up server errors every hour, a nightly backup kept 30 days, an answer within one business day — is set out in the service commitment, along with the date the figure will arrive.

The service is provided as is. The chat is built so that a failure on our side never stops the store from working: the bubble does not appear, and that is all.

The assistant

The assistant is included in the CA$29.99 plan. It drafts replies, summarises a thread and transcribes a voice message, when a person asks it to: nothing is sent on its own. The text goes to Google's Gemini API.

What it writes is not checked. Your agent is the one who decides to send, and the message that goes out is yours: a price commitment, a delivery date, legal, medical or financial advice — what leaves under your name binds you, not the machine.

Reasonable use

The service must not be used to send unsolicited messages, or to collect passwords or card numbers: the app never asks for them and cannot receive them. An account used for that can be suspended; we write first, unless it is urgent.

What we are not liable for

Krealo Media is not liable for indirect losses: missed sales, lost customers, lost profits, nor for damage caused by what your agents write to your customers.

Krealo Media's total liability, across all claims, is limited to the amounts you have paid us over the previous twelve months.

What cannot be excluded, and is therefore not excluded: intentional fault, gross fault, and bodily or moral injury (art. 1474 of the Civil Code of Quebec). A clause claiming otherwise would be void, and a void clause in a contract casts doubt on all the rest.

The Shopify app

The app is free in the Shopify App Store and charges nothing through Shopify. The chat service itself is invoiced directly by Krealo Media to the merchant, at the prices above.

Changes to this contract

We write 30 days before a change to this contract and 60 days before a price change. If the change does not suit you, you leave with your data and without penalty.

Language and governing law

This contract is drawn up in French. The English and Spanish versions are courtesy translations: if they differ, the French version prevails (Law 96). The governing law is that of Quebec and Canada, and the competent courts are those of the judicial district of Montreal.

Contact

Krealo Media — ken@krealomedia.com.