Terms of Service

Effective date: 2026-05-20 (v0.2) Provider: Raveno Pty Ltd · ABN 17 697 807 239 (referred to here as "Raveno", "we", "us", or "our")

These Terms of Service ("Terms") govern your access to and use of the Raveno platform — including raveno.ai, app.raveno.ai, help.raveno.ai, the Raveno SDK, and any associated services (collectively, the "Platform"). By accessing or using the Platform, you agree to these Terms.

If you do not agree to these Terms, do not use the Platform.

1. Definitions

• Merchant — an online retailer or commerce operator who uses Raveno to gather customer intelligence on their store.
• User — any person or entity using the Platform in any capacity (merchant, visitor, or admin).
• Shopper — a visitor to a merchant's store whose behavioural data is collected via the Raveno SDK on the merchant's behalf.
• Airwallex — Airwallex Pty Ltd and its affiliates, our payment provider for subscription billing.

2. The Platform — what Raveno is

Raveno is a customer-intelligence service for online retailers. The Platform collects events, session recordings, and frustration signals from a merchant's storefront (via the universal /r.js SDK), correlates them, and surfaces insights through the dashboard at app.raveno.ai.

Raveno is platform-agnostic — there is no per-store app to install. Merchants integrate by adding one script tag to their site and configuring webhooks for any commerce platform they use.

3. Account registration and eligibility

To use the Platform you must register for an account. By registering you represent that:

• You are at least 18 years of age and have legal capacity to enter into binding contracts in your jurisdiction.
• The information you provide is accurate, current, and complete.
• You will keep your account credentials secure and notify us promptly at hello@raveno.ai of any unauthorised access.
• You will not use the Platform on behalf of any party who is barred from using it by these Terms or by applicable law.

4. Subscriptions and billing

Raveno is free up to 10,000 sessions per month. If your usage exceeds the included monthly allowance, you may purchase one-time session top-up packs from app.raveno.ai/subscribe. Top-up sessions roll over for 90 days from the day they are added.

• Payment provider. Subscription and top-up payments are processed by Airwallex. Raveno does not store full card details; payment instruments are tokenised by Airwallex.
• Currency. Prices are quoted in USD unless otherwise stated. Tax may apply based on your billing jurisdiction.
• No subscription lock-in. Top-up packs are one-time purchases. There is no recurring subscription you must cancel.
• Refunds. Top-up packs are non-refundable once activated, except where required by the Australian Consumer Law or other non-excludable law. If you believe a charge was made in error, email hello@raveno.ai and we will investigate.
• Failed payments. If a top-up payment fails, the additional sessions are not added. Your free monthly allowance continues unaffected.

5. Acceptable use

You agree to comply with our Acceptable Use Policy. We may suspend or terminate accounts that breach the AUP under §8 below.

6. Intellectual property

6.1 Platform IP

The Platform — including software, designs, branding, documentation, and any aggregated, anonymised data — is owned by Raveno or its licensors. Nothing in these Terms transfers ownership of the Platform to any user.

6.2 User content

You retain ownership of content you upload to the Platform (configuration, notes, messages). You grant Raveno a non-exclusive, worldwide, royalty-free licence to host, process, transmit, and display your content as required to operate the Platform.

6.3 Shopper data

Shopper data collected by the SDK on your storefront remains your data. Raveno acts as a processor under your instruction. We use it to provide the Platform to you and to operate aggregated, de-identified analytics; we do not sell it.

7. Privacy and data

Our handling of personal information is governed by our Privacy Policy.

8. Disclaimers and limitation of liability

To the maximum extent permitted by law:

• The Platform is provided "as is" and "as available". We disclaim all implied warranties not expressly required by Australian Consumer Law or other non-excludable laws.
• We do not warrant that the Platform will be uninterrupted, error-free, or secure against unauthorised access.
• Our aggregate liability arising out of or relating to these Terms or the Platform — whether in contract, tort, statute, or otherwise — is limited to the greater of (a) the amounts you have paid to Raveno in the 12 months preceding the claim and (b) AUD $1,000.
• We are not liable for indirect, consequential, special, exemplary, or punitive damages, or for lost profits, lost revenue, or lost data.

Australian Consumer Law: Nothing in these Terms excludes, restricts, or modifies any non-excludable consumer guarantee, right, or remedy under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other non-excludable Australian law. Where liability cannot be excluded, our liability is limited to the maximum extent permitted by law — for services, this means re-supply of the services or payment of the cost of having the services re-supplied.

9. Suspension and termination

We may suspend or terminate your access to the Platform, with or without notice depending on cause:

• For breach of these Terms or the AUP.
• For fraud, abuse, or chargeback patterns we determine present unacceptable risk.
• For legal compliance reasons, including responses to regulatory or court order.
• For inactivity (12 months continuous, with notice).

You may close your account at any time by emailing hello@raveno.ai.

10. Modifications to these Terms

We may modify these Terms from time to time. Material changes will be communicated by email to your account contact and posted at this URL with an updated effective date. Your continued use of the Platform after the effective date of a modification constitutes acceptance of the modified Terms. If you do not agree, you must stop using the Platform.

11. Governing law and dispute resolution

These Terms are governed by the laws of New South Wales, Australia, and the laws of the Commonwealth of Australia. The parties submit to the non-exclusive jurisdiction of the courts of New South Wales for any dispute arising out of these Terms.

Before commencing any court proceeding, the parties will attempt in good faith to resolve the dispute through direct negotiation. Nothing in this clause prevents a party from seeking urgent injunctive or equitable relief in any court of competent jurisdiction.

12. Miscellaneous

• Entire agreement. These Terms (together with the documents they reference) constitute the entire agreement between you and Raveno on their subject matter.
• Severability. If any provision is held unenforceable, the remaining provisions continue in full force.
• No waiver. Failure to enforce a provision is not a waiver of that provision.
• Assignment. You may not assign these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of all or substantially all of our assets.
• Notices. We may send notices to your account email address. You should send notices to hello@raveno.ai.

13. Contact

Questions about these Terms? Email hello@raveno.ai.

For the legal entity behind Raveno, see our About page.