Terms of Service
Last updated: May 31, 2026
These Terms of Service ("Terms") are a binding agreement between SACS Ecommerce Stores Inc., a corporation incorporated under the laws of Canada, operating as "Cohvia" ("Cohvia," "we," "us," or "our") and the organization or person that accepts these Terms ("Customer," "you," or "your"). They govern your access to and use of the Cohvia customer-success platform, websites, and related services (the "Service").
By clicking "Sign Up," "Create Account," "I Agree," or a similar button, or by accessing or using the Service, you agree to these Terms. If you are accepting on behalf of an organization, you represent that you have authority to bind that organization, and "Customer" refers to that organization.
These Terms incorporate by reference our Privacy Policy, our Data Processing Agreement ("DPA"), our Acceptable Use Policy ("AUP"), and our Subprocessors list. If you do not agree, do not use the Service.
1. The Service
1.1 What Cohvia does. Cohvia is an AI-native customer-success platform. It ingests business data you connect or upload — such as CRM records, call transcripts, emails, and support tickets — and uses artificial intelligence to generate account narratives, insights, plans, and related outputs ("Outputs") to help you manage customer relationships.
1.2 Accounts. You must create an account to use the Service. You are responsible for the accuracy of registration information, for all activity under your account, and for keeping credentials secure. Cohvia uses a third-party authentication provider; you are responsible for your users' use of the Service.
1.3 Evolving service and AI models. The Service, including its features and the underlying AI models, evolves over time. We may add, change, or remove features, and we may change, replace, or route between underlying AI model providers, provided we do not materially reduce the core functionality of a paid tier during a paid term. We are not obligated to continue any specific model or third-party integration.
1.4 Beta features. We may offer features identified as beta, preview, or experimental. These are provided "as is," may be changed or withdrawn at any time, and are excluded from any service commitments.
2. Subscriptions, Fees, and Billing
2.1 Plans. The Service is offered in tiers (currently Starter, Growth, and Scale). Pricing combines a per-seat component and an AI-usage component, as described at the point of purchase. Tier features, seat allotments, and usage limits are as described on our pricing page or order screen at the time of purchase.
2.2 Payment processor. Payments are processed by our third-party payment provider, Dodo Payments, acting as merchant of record. By subscribing, you also agree to the payment provider's applicable terms. The payment provider handles billing, taxes (including VAT/GST where applicable), and payment data; Cohvia does not store full payment card details. See our Privacy Policy for how payment data is handled.
2.3 Billing cycle and auto-renewal. Subscriptions are billed in advance on a recurring basis (monthly or annually, as selected) and automatically renew for successive periods of the same length unless cancelled before the renewal date. AI-usage charges above any included allotment are billed in arrears.
2.4 Cancellation. You may cancel renewal at any time through your account settings or by contacting us. Cancellation takes effect at the end of the current paid period. Except where required by law, fees already paid are non-refundable and partial periods are not pro-rated.
2.5 Fee changes. We may change fees. For changes affecting a recurring subscription, we will give at least 30 days' notice before the change takes effect at your next renewal. Continued use after the change takes effect constitutes acceptance.
2.6 Taxes. Fees are exclusive of taxes unless stated otherwise. You are responsible for all applicable taxes, except taxes on Cohvia's net income.
2.7 Late or failed payment. If a payment fails or is overdue, we may suspend the Service after reasonable notice until payment is made.
3. Customer Data, Inputs, and Outputs
3.1 Definitions. "Customer Data" means all data you or your users submit to, or connect to, the Service, including the source data ingested (CRM records, transcripts, emails, tickets) and the Outputs generated from it.
3.2 Ownership. As between the parties, you own all Customer Data, including your inputs and, to the extent permitted by law, the Outputs generated for you. We claim no ownership of Customer Data.
3.3 License to operate the Service. You grant Cohvia a limited, worldwide, non-exclusive license to host, copy, process, transmit, and display Customer Data solely to provide, secure, maintain, and support the Service for you, and as further described in the DPA. This license ends when Customer Data is deleted from the Service, subject to the retention terms in the DPA.
3.4 No training on Customer Data. Cohvia does not, and will not, use Customer Data to train, fine-tune, or improve any generative AI or machine-learning model. We route AI processing to commercial model endpoints that are contractually committed not to train on submitted data; our current model provider's commercial terms state that the provider may not train its models on customer content submitted through its services. We will not change this no-training commitment for your Customer Data without your prior consent.
3.5 Aggregated / de-identified data. We may generate and use aggregated or de-identified data (data that does not identify you, any individual, or any of your customers) to operate, secure, analyze, and improve the Service. We will not attempt to re-identify such data, and this does not permit any use of Customer Data to train AI models (see 3.4).
3.6 Your responsibility for inputs. You represent and warrant that (a) you have all rights, consents, and lawful bases necessary to submit Customer Data to the Service and to have it processed as contemplated here, including any personal data of third parties (such as individuals named in transcripts or emails); and (b) your Customer Data and its processing do not violate any law or third-party right. You are responsible for the accuracy and legality of Customer Data.
3.7 Feedback. If you give us suggestions or feedback, you grant us a perpetual, irrevocable, royalty-free license to use it without restriction or obligation to you.
4. Artificial Intelligence — Important Notice
4.1 AI-generated Outputs. Outputs are generated by automated AI systems based on the data available to them. Outputs may be inaccurate, incomplete, out of date, or otherwise unreliable. They are not professional advice and are not a substitute for your own judgment.
4.2 Human review. You are responsible for reviewing and verifying Outputs before relying on or acting on them. You should not rely on Outputs as the sole basis for any decision that has legal or similarly significant effects on any individual.
4.3 Transparency. Where you interact with AI features, the Service will indicate this, and AI-generated content is labelled as such, consistent with applicable AI transparency requirements.
4.4 Similar outputs. AI systems may generate outputs for other customers that are similar to your Outputs. Nothing here restricts Cohvia from developing or providing similar outputs to others, provided we do not use your Customer Data to do so in violation of Section 3.
5. Acceptable Use
5.1 You and your users must comply with the Acceptable Use Policy. Without limiting it, you must not:
(a) use the Service in violation of any law or third-party right;
(b) submit data you are not authorized to submit, or submit special categories of sensitive personal data (such as health, biometric, or financial-account data) or data subject to sector-specific regimes (such as protected health information under HIPAA) unless we have agreed in writing in advance;
(c) use Outputs as the sole basis for decisions producing legal or similarly significant effects on an individual, including decisions about employment, hiring, firing, promotion, or evaluation of identified individuals;
(d) reverse engineer, decompile, or attempt to extract source code or underlying models, except as permitted by law;
(e) resell, sublicense, or provide the Service to third parties except your own authorized users;
(f) introduce malware, attempt to gain unauthorized access, circumvent usage limits, or interfere with the integrity or performance of the Service; or
(g) use the Service to build a competing product or to benchmark without our written consent.
5.2 Suspension. We may suspend access (in whole or part) if we reasonably believe your use violates these Terms or the AUP, poses a security risk, or may cause harm or legal liability. We will use reasonable efforts to notify you and to limit the scope and duration of suspension.
6. Intellectual Property
6.1 Cohvia IP. Cohvia and its licensors own all rights in the Service, including the software, platform, models we develop, user interfaces, documentation, and all related intellectual property. Except for the limited rights expressly granted here, no rights are granted to you.
6.2 License to you. Subject to these Terms and payment of applicable fees, Cohvia grants you a limited, non-exclusive, non-transferable, revocable right to access and use the Service during your subscription term for your internal business purposes.
6.3 Trademarks. Neither party may use the other's name or marks without prior written consent, except that you permit Cohvia to identify you as a customer in customer lists; you may opt out of this by contacting us.
7. Data Protection and Privacy
7.1 Our handling of personal data is described in the Privacy Policy.
7.2 Where Cohvia processes personal data contained in Customer Data on your behalf, you are the controller (or equivalent) and Cohvia is the processor. That processing is governed by the Data Processing Agreement, which is incorporated into these Terms and which you accept by accepting these Terms.
7.3 Cohvia engages subprocessors to provide the Service, listed at Subprocessors list. The DPA governs subprocessor authorization, notice of changes, and your right to object.
8. Warranties and Disclaimers
8.1 Limited warranty. Cohvia warrants that, during a paid subscription term, the Service will perform materially in accordance with its then-current documentation. Your exclusive remedy for breach of this warranty is, at Cohvia's option, to correct the non-conformity or to terminate the affected subscription and receive a pro-rata refund of prepaid, unused fees.
8.2 Disclaimer. EXCEPT AS EXPRESSLY STATED IN SECTION 8.1, THE SERVICE AND ALL OUTPUTS ARE PROVIDED "AS IS" AND "AS AVAILABLE," AND COHVIA DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, AND ANY WARRANTY THAT OUTPUTS WILL BE ACCURATE, COMPLETE, OR ERROR-FREE. COHVIA DOES NOT WARRANT UNINTERRUPTED OR SECURE OPERATION.
8.3 Some jurisdictions do not allow the exclusion of certain warranties; in those cases the above exclusions apply to the maximum extent permitted by law, and nothing in these Terms limits rights that cannot be limited under applicable law.
9. Limitation of Liability
9.1 Exclusion of indirect damages. TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, DATA, OR GOODWILL, EVEN IF ADVISED OF THE POSSIBILITY.
9.2 Cap. TO THE MAXIMUM EXTENT PERMITTED BY LAW, EACH PARTY'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS WILL NOT EXCEED THE TOTAL FEES PAID OR PAYABLE BY YOU TO COHVIA IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM.
9.3 Exclusions from the cap. The cap and exclusions above do not apply to: (a) your payment obligations; (b) either party's liability for fraud, gross negligence, or willful misconduct; (c) Cohvia's breach of its no-training commitment in Section 3.4; or (d) liability that cannot be limited or excluded under applicable law (including, in some jurisdictions, liability for death or personal injury caused by negligence).
9.4 Consumer rights. Nothing in this Section limits any non-waivable statutory rights you may have as a consumer under the laws of your place of residence.
10. Indemnification
10.1 By Cohvia. Cohvia will defend you against any third-party claim that the Service, as provided by Cohvia and used in accordance with these Terms, infringes that third party's intellectual property rights, and will indemnify you for amounts finally awarded or settled. This does not apply to claims arising from Customer Data, your inputs, Outputs based on your inputs, your combination of the Service with non-Cohvia products, or your use in violation of these Terms.
10.2 By you. You will defend and indemnify Cohvia against any third-party claim arising from (a) your Customer Data; (b) your use of the Service in violation of these Terms, the AUP, or applicable law; or (c) your lack of rights, consents, or lawful basis to submit Customer Data.
10.3 Process. The indemnified party will promptly notify the indemnifying party, allow it to control the defense, and reasonably cooperate. No settlement that imposes liability or admission on the indemnified party may be made without its consent.
11. Term, Termination, and Effect
11.1 Term. These Terms apply from your first acceptance and continue while you have an account or active subscription.
11.2 Termination for cause. Either party may terminate for the other's material breach not cured within 30 days of written notice. Cohvia may terminate or suspend immediately for breaches of Sections 5 (Acceptable Use) or non-payment, or where required by law.
11.3 Effect. On termination: your right to use the Service ends; accrued payment obligations survive; and the return and deletion of Customer Data is handled as described in the DPA (including any export window and deletion timeline).
11.4 Survival. Sections 3.2, 3.4, 6, 8, 9, 10, 11.3–11.4, 12, and 13, and any terms that by their nature should survive, survive termination.
12. Changes to These Terms
12.1 We may update these Terms. For material changes, we will provide notice (for example, by email or in-product notice) and, where required, ask you to accept the updated Terms before continued use. For non-material changes, we will post the updated Terms with a new "Last updated" date.
12.2 We will not rely on a clause purporting to bind you to future material changes without notice. If you do not agree to a material change, your remedy is to stop using and cancel the Service.
13. General
13.1 Governing law. These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict-of-laws rules. The parties submit to the exclusive jurisdiction of the courts located in Toronto, Ontario, Canada, except either party may seek injunctive relief in any court of competent jurisdiction. This Section does not deprive a consumer of the protection of mandatory laws of their country of habitual residence.
13.2 Entire agreement. These Terms, together with the documents they incorporate, are the entire agreement and supersede prior agreements on this subject.
13.3 Order of precedence. If there is a conflict, the following order controls: (1) the DPA (for matters of personal-data processing), (2) these Terms, (3) the Privacy Policy and AUP.
13.4 Assignment. You may not assign these Terms without our consent, except to a successor in a merger or sale of substantially all assets. We may assign to an affiliate or successor.
13.5 Severability; waiver. If any provision is unenforceable, the rest remains in effect. Failure to enforce a provision is not a waiver.
13.6 Force majeure. Neither party is liable for delay or failure due to events beyond its reasonable control.
13.7 Notices. Legal notices to Cohvia must be sent to privacy@cohvia.com and to SACS Ecommerce Stores Inc., 620 King Street North, Suite 1004, Waterloo, Ontario N2J 4G8, Canada. We may give notice to you by email or in-product.
13.8 Electronic communications. You consent to receive communications and contracts electronically, and agree that electronic acceptance has the same effect as a handwritten signature.
13.9 Relationship. The parties are independent contractors; these Terms create no agency, partnership, or joint venture.
Contact: SACS Ecommerce Stores Inc. (operating as Cohvia), 620 King Street North, Suite 1004, Waterloo, Ontario N2J 4G8, Canada. Questions about these Terms or to send legal notices: privacy@cohvia.com. Privacy questions: privacy@cohvia.com.