Last updated: 1 October 2026
The service
AskMerra provides a hosted AI shopping assistant for online shops: catalog ingestion and enrichment, a website widget, a dashboard and APIs. These terms apply to businesses (“you”) that create an account. The service is intended for business use only.
Accounts
You are responsible for the accuracy of your account details, for keeping credentials and secret API keys confidential, and for the actions of team members you invite. Tell us immediately about any unauthorized use.
Plans & billing
- Fees are usage-based: AI work performed for your shop (answers, product enrichment, search indexing) is metered at our current usage rates. Each paid plan includes usage up to the amount stated on the pricing page, billed monthly in advance.
- Setting up a shop (catalog import, knowledge base, widget design) is free. AI features (answers, enrichment, search indexing, the playground) need a paid plan. There is no free trial.
- If pay-as-you-go is enabled, usage above the included amount is paid from prepaid credits, up to the spending cap you set. When the credits run out, AI answers pause until you add credits or the next period starts.
- Prepaid credits are bought in euros (at least €20 at a time) and belong to the account that bought them; they pay for usage in every shop that account pays for. Credits never expire, have no cash value and are not refundable, except where the law requires otherwise. Each purchase is invoiced.
- If you turn on automatic top-up, you authorize us to charge your saved card the amount you chose whenever your balance falls below your threshold. You can turn it off at any time; if a charge fails, we turn it off and tell you by email.
- We may change usage rates or plans with 30 days’ notice; changes never apply to usage that already happened.
- Prices exclude VAT, which is added where it applies. If a subscription payment fails, the assistant keeps answering for 3 days while you update your payment details; after that, AI answers pause until the invoice is paid.
Acceptable use
You will not use AskMerra to sell illegal goods, to deceive consumers, to collect sensitive data through the chat, to attack or overload the service, or to circumvent its security and usage limits. You will not hide, cover or reword the widget’s notice that shoppers are talking to an AI, or its privacy link, for example with custom CSS.
Your content
You keep all rights to your catalog, knowledge base and conversation data. You grant us the rights needed to host and process it to provide the service. You confirm you have the right to upload the content and that product information is accurate.
AI-generated answers
The assistant generates answers automatically from your content. Despite guardrails, answers can be incomplete or wrong; the widget discloses this to visitors. You remain responsible for your products, prices and policies, and for reviewing the assistant’s configuration before going live.
Availability
We aim for high availability and announce planned maintenance in advance. The widget is designed so an outage never breaks your shop pages.
Liability
Except for intent, gross negligence and liability that cannot be limited by law, our total liability is limited to the fees you paid in the 12 months before the event. We are not liable for indirect damages or lost profits.
Termination
You can cancel any time; the subscription ends at the end of the billing period. We may suspend accounts that breach these terms. After termination you can export your data for 30 days, after which it is deleted. You can download your account data and delete your account at any time on the Account page of the dashboard.
General
We may update these terms with 30 days’ notice for material changes. Our data processing agreement forms part of these terms. How we handle personal data is explained in our privacy policy and cookie policy. Questions: contact us.