Terms & Conditions

Effective date: 25 July 2026
Last updated: 25 July 2026

These Terms and Conditions (“Terms”) form a legal agreement between Agentra Technologies (Private) Limited, trading as Agentra (“Agentra”, “we”, “us” or “our”), and the person or organisation accessing or using our website, free trial, platform or related services (“you” or “your”).

Our marketing website is available at agentraa.com. The Agentra platform is available at app.agentraa.com and related workspace addresses on the agentraa.com domain.

By creating an account, starting a free trial, clicking to accept these Terms, connecting an integration or using Agentra, you agree to these Terms and our Privacy Policy.

If you use Agentra on behalf of a company or another organisation, you confirm that you have authority to accept these Terms on its behalf. In that case, “you” and “your” refer to that organisation.

If you do not agree to these Terms, you must not access or use Agentra.

1. About Agentra

Agentra is a cloud-based ecommerce customer-support platform combining an AI Agent with a helpdesk.

Depending on the features, integrations and permissions enabled for your workspace, Agentra may provide:

• A shared inbox for customer conversations and support tickets;
• Live chat and contact-form features;
• Email and messaging-channel integrations;
• AI-generated replies, summaries and reply suggestions;
• Customer-intent, sentiment, behaviour and churn indicators;
• Product recommendations and shopping assistance;
• Customer, order, product and fulfilment context;
• Approved order, return, refund and support workflows;
• Human-agent handoff and team collaboration;
• Roles, permissions, departments, assignments, tags and notes;
• Help-centre and knowledge-management features;
• Reporting and support-performance insights;
• Store integrations, including supported Shopify, WooCommerce and custom-store connections; and
• Other features introduced or made available by Agentra.

Specific features may depend on your plan, workspace settings, third-party integrations, geographic location and the permissions granted by your organisation.

2. Business Use

Agentra is designed primarily for businesses and professional ecommerce operations. It is not intended as a personal consumer-support account for individual shoppers.

You must be at least 18 years old, or the legal age required to enter a binding agreement in your location, to create an Agentra account.

You must provide complete and accurate information when creating an account and keep that information current.

3. Accounts and Workspaces

Account registration

Most Agentra features require an account and workspace. You are responsible for all activity occurring through your account unless the activity results directly from Agentra’s failure to apply reasonable account-security measures.

You must:

• Keep your login credentials confidential;
• Use a secure password;
• Not share individual login credentials between multiple people;
• Keep account and contact information accurate;
• Notify us promptly of suspected unauthorised access; and
• Follow any authentication or security requirements we introduce.

Workspace owners and administrators

Workspace owners and administrators can invite team members, assign roles, control permissions, connect integrations and configure AI features.

Your organisation is responsible for:

• Choosing who can access the workspace;
• Assigning appropriate permissions;
• Removing access when a person leaves or changes role;
• Reviewing actions performed by authorised users; and
• Maintaining internal controls suitable for its business.

Workspace names and addresses

Your workspace may receive a unique subdomain, name or address. You must not use a workspace name that impersonates another party, infringes intellectual-property rights, misleads customers or violates applicable law.

We may reject, modify or reclaim workspace names that are misleading, reserved, inactive, unlawful or abusive.

4. Free Trials

Agentra may offer a limited free trial. The duration, features and usage limits of a trial will be shown when you register.

A free trial may be limited to one trial per person, organisation, store, payment method, domain or related group of workspaces.

Unless payment details and automatic-renewal terms are clearly presented and accepted by you, a free trial will not automatically result in a payment.

At the end of a trial, we may:

• Limit access to certain features;
• Place the workspace in a restricted state;
• Ask you to select a paid plan, if paid plans are available;
• Retain workspace information for a limited period; or
• Delete trial information in accordance with our Privacy Policy.

We may modify, restrict or withdraw a trial offer where reasonably necessary, including in cases of abuse, fraud or repeated trial creation.

5. Paid Subscriptions

Where Agentra offers paid subscriptions, the applicable price, currency, billing period, taxes, plan limits and renewal terms will be displayed before you complete a purchase.

Prices displayed on marketing pages are informational until confirmed through an available checkout or written order.

Agentra may offer monthly and yearly billing. Subscription fees are generally charged in advance for the selected billing period.

If a third-party payment processor or Merchant of Record is used, its identity and applicable buyer terms will be displayed during checkout. Payment information will be handled according to that provider’s terms and privacy policy.

You authorise the payment provider shown at checkout to charge the payment method you select for:

• Subscription fees;
• Applicable taxes;
• Approved upgrades or additional usage; and
• Other amounts clearly disclosed before confirmation.

6. Automatic Renewal

If automatic renewal applies to a paid subscription, this will be clearly disclosed before purchase.

Unless cancelled before the renewal date, the subscription may renew for another billing period at the price applicable at renewal.

You are responsible for cancelling before renewal if you do not want the subscription to continue.

Where required, we or our payment provider may send renewal or pricing notices before the next charge.

7. Pricing and Plan Changes

We may change plan prices, features, limits or billing structures from time to time.

A price change will not normally affect a billing period that has already been paid. Changes affecting a future renewal will be communicated where required by law or contract.

If you continue using a paid subscription after a notified pricing change takes effect, the updated price will apply from the relevant renewal date.

We may introduce additional paid features, add-ons, usage charges or higher plan limits. Any additional charge will be disclosed before you authorise it.

8. Failed Payments

If a payment fails or becomes overdue, we or the payment provider may:

• Retry the payment;
• Send payment reminders;
• Restrict paid features;
• Pause connected automations;
• Suspend the workspace; or
• Terminate the paid subscription after reasonable notice.

You remain responsible for undisputed amounts incurred before suspension or cancellation.

9. Cancellation and Refunds

You may cancel an active paid subscription through available billing settings or by contacting hello@agentraa.com.

Cancellation normally prevents future renewals. Unless a refund is approved or required by law, access may continue until the end of the paid billing period.

Deleting a workspace, disconnecting an integration or stopping use of Agentra does not automatically cancel a paid subscription.

Refund requests are handled under our Refund and Cancellation Policy.

Nothing in these Terms limits a mandatory cancellation or refund right that cannot legally be excluded.

10. Plan Limits and Fair Use

Your plan may include limits relating to:

• Workspaces or stores;
• Team members;
• Customer conversations or tickets;
• AI messages or actions;
• Connected channels;
• Stored files or attachments;
• API requests;
• Automation usage; or
• Other resources.

You must not deliberately avoid, bypass or manipulate usage limits.

If usage materially exceeds the limits or creates an unreasonable burden on the Service, we may contact you to discuss an upgrade, reduce the affected usage or temporarily restrict the relevant feature.

11. Your Content

“Your Content” means information, messages, files, business instructions, policies, knowledge articles, branding, customer records and other materials submitted to or processed through your workspace.

You retain ownership of Your Content.

You grant Agentra a worldwide, non-exclusive, limited licence to host, copy, transmit, display and process Your Content only as reasonably necessary to:

• Provide and operate the Service;
• Perform actions you request or authorise;
• Secure and maintain the Service;
• Provide technical support;
• Prevent abuse or security incidents;
• Comply with applicable law; and
• Perform other processing described in our Privacy Policy or a written agreement with you.

You confirm that you have the necessary rights, authority and lawful basis to submit Your Content and allow Agentra to process it.

12. Customer Data and Privacy Responsibilities

If you use Agentra to process information about your customers, employees or other individuals, you are responsible for:

• Complying with applicable privacy and communications laws;
• Having a valid lawful basis for processing the information;
• Providing required privacy notices;
• Obtaining required permissions or consent;
• Responding to individual privacy requests where you are the controller;
• Using appropriate data-retention settings;
• Configuring access and permissions correctly;
• Informing people about AI interactions where legally required; and
• Ensuring your use of Agentra is appropriate for your business and customers.

When Agentra processes customer information on your behalf, Agentra normally acts as your data processor or service provider.

Where required, the parties may enter into a separate Data Processing Agreement. If there is a conflict between a signed Data Processing Agreement and these Terms concerning personal-data processing, the Data Processing Agreement will control that issue.

13. Sensitive and Restricted Data

Unless Agentra expressly agrees otherwise in writing, you must not use the Service to intentionally collect or store:

• Full payment-card numbers or card security codes;
• Online-banking credentials;
• Protected health information subject to specialised healthcare laws;
• Government identification documents or numbers where unnecessary;
• Biometric templates;
• Authentication secrets belonging to end customers;
• Highly sensitive information unrelated to ecommerce support; or
• Information whose processing would require security or compliance measures Agentra has not agreed to provide.

If a customer voluntarily includes sensitive information in a conversation, you are responsible for handling it lawfully and configuring your workspace appropriately.

14. Connected Stores and Third-Party Services

Agentra may connect with ecommerce platforms, email services, social networks, messaging providers, logistics services and other third-party systems.

You are responsible for:

• Having authority to connect each account;
• Maintaining valid third-party accounts;
• Granting appropriate permissions;
• Keeping integration credentials current;
• Complying with third-party terms and policies;
• Reviewing information exchanged through integrations; and
• Actions initiated through your workspace.

Third-party services are controlled by their respective providers. Agentra does not guarantee their availability, accuracy, security or continued compatibility.

We are not responsible for third-party outages, delays, API changes, account restrictions, policy changes or data errors outside Agentra’s reasonable control.

15. Store and Support Actions

Depending on your configuration, Agentra may allow authorised users or the AI Agent to initiate actions such as:

• Sending customer messages;
• Looking up orders;
• Providing tracking information;
• Updating customer or order information;
• Starting return or exchange workflows;
• Applying approved discounts;
• Requesting cancellations;
• Initiating refunds where supported; or
• Performing other connected-store actions.

You are responsible for configuring which actions are allowed, which require approval and which must be handled by a human.

You must review sensitive permissions carefully. Actions performed through a properly authenticated workspace may be treated as authorised by your organisation.

Agentra may require additional verification or confirmation before certain actions are completed.

16. AI Features

Agentra uses artificial intelligence to support conversations and workflows. AI features may:

• Interpret customer requests;
• Generate draft or automatic replies;
• Summarise conversations;
• Recommend products;
• Retrieve relevant store information;
• Suggest support actions;
• Classify, prioritise or route conversations;
• Identify sentiment, urgency or potential churn;
• Assist human agents; and
• Perform actions allowed by workspace permissions.

AI-generated content may be inaccurate, incomplete, outdated or unsuitable for a particular situation.

You are responsible for:

• Providing accurate business instructions and knowledge;
• Reviewing AI configuration and permissions;
• Testing important workflows before launch;
• Applying human review where appropriate;
• Correcting inaccurate information;
• Monitoring conversations and actions; and
• Ensuring AI use complies with applicable law.

Agentra does not guarantee any specific:

• Answer or outcome;
• Resolution rate;
• Revenue increase;
• Conversion improvement;
• Cost reduction;
• Customer-retention result;
• Churn prediction; or
• Business performance result.

AI sentiment, behaviour and churn indicators are estimates intended to assist your team. They must not be treated as verified facts or used without appropriate review for decisions that could significantly affect an individual.

17. Human Handoff

Agentra may transfer conversations from the AI Agent to human support users based on:

• Your workspace rules;
• Customer requests;
• Detected urgency or complexity;
• Business hours;
• Team availability;
• Permissions; or
• Other configured conditions.

Handoff availability depends on your team, channel configuration and workspace settings. Agentra does not guarantee that a human agent will always be immediately available.

18. Prohibited Uses

You must not use or allow anyone to use Agentra to:

• Break any law or regulation;
• Infringe intellectual-property, privacy or other legal rights;
• Send spam, phishing messages, scams or deceptive communications;
• Harass, threaten, exploit or harm another person;
• Impersonate another person or organisation;
• Misrepresent AI-generated content as human-generated where disclosure is legally required;
• Distribute malware or malicious code;
• Attempt to gain unauthorised access to systems or information;
• Probe, scan, test or bypass security controls without written permission;
• Interfere with or overload the Service;
• Scrape or extract data in an unauthorised or excessive manner;
• Reverse engineer or copy protected parts of the Service except where law expressly permits it;
• Resell, sublicense or provide Agentra as your own service without written permission;
• Use Agentra to make unlawful discriminatory decisions;
• Use Agentra for emergency-response services;
• Use AI features to provide professional medical, legal or financial advice without qualified human review;
• Use the Service for fraud, surveillance, exploitation or unlawful profiling;
• Use Agentra to develop or benchmark a competing product using unauthorised access or extraction;
• Bypass plan limits or usage controls; or
• Encourage another person to do any of the above.

19. Monitoring and Enforcement

We may investigate suspected misuse, security risks or violations of these Terms.

Where reasonably necessary, we may:

• Request information from you;
• Restrict affected features;
• Remove unlawful or harmful content;
• Suspend an account or integration;
• Preserve relevant records;
• Report unlawful conduct to appropriate authorities; or
• Terminate access.

Where appropriate, we will try to provide notice and an opportunity to resolve the issue. Immediate action may be taken where necessary to protect users, customers, Agentra, third parties or the Service.

20. Intellectual Property

Agentra and its licensors own all rights in the Service, including its software, source code, interfaces, workflows, designs, branding, trademarks, documentation and technology.

Subject to these Terms, Agentra grants you a limited, non-exclusive, non-transferable and revocable right to access and use the Service for your organisation’s internal business purposes during an active trial or subscription.

No ownership rights in Agentra are transferred to you.

You must not remove or alter copyright, trademark or proprietary notices contained in the Service.

21. Feedback

If you provide suggestions, ideas or feedback about Agentra, you grant us permission to use that feedback without restriction, payment or obligation to you.

This does not give Agentra ownership of Your Content or your confidential business information.

22. Confidentiality

Each party may receive confidential information belonging to the other party.

The receiving party must:

• Use reasonable care to protect confidential information;
• Use it only for purposes connected with the Service;
• Limit access to people who reasonably need it; and
• Not disclose it except as authorised or legally required.

Confidential information does not include information that:

• Is publicly available without a breach of obligation;
• Was already lawfully known to the receiving party;
• Is independently developed without using the confidential information; or
• Is lawfully received from another source without a confidentiality obligation.

23. Security

Agentra uses reasonable administrative, technical and organisational measures designed to protect the Service and information processed through it.

You acknowledge that no internet service can guarantee complete security.

You are responsible for:

• Protecting your devices and accounts;
• Managing team permissions;
• Keeping integration credentials secure;
• Using appropriate internal security practices; and
• Notifying us promptly of suspected unauthorised access.

24. Backups and Data Export

Agentra may maintain backups for service continuity and recovery. Backups are not a replacement for any records you are independently required to maintain.

You are responsible for exporting or retaining information that your business must preserve.

Available exports may depend on your plan, account status and the relevant feature.

25. Service Availability

We aim to provide a reliable Service but do not guarantee that Agentra will always be uninterrupted, error-free or available at a particular time.

Availability may be affected by:

• Scheduled maintenance;
• Emergency maintenance;
• Software updates;
• Security incidents;
• Internet or infrastructure failures;
• Third-party service outages;
• Integration changes;
• Events outside our reasonable control; or
• Actions required to comply with law.

Any service-level commitment must be agreed separately in writing.

26. Changes to the Service

We may update, improve, replace, restrict or discontinue features.

We may make immediate changes where necessary for security, legal compliance, third-party compatibility or service stability.

Where reasonably possible, we will provide notice before materially discontinuing a core paid feature during an active paid term.

Preview, beta, experimental and early-access features may be changed or removed at any time and may be less reliable than generally available features.

27. Support

Agentra may provide support through email, in-product messaging, help content or other channels we make available.

Support response times may vary according to the issue, plan, business hours and available resources.

Unless separately agreed in writing, we do not guarantee a specific response or resolution time.

28. Third-Party and Customer Communications

You are responsible for communications sent through your Agentra workspace.

You must ensure that messages sent through Agentra:

• Are lawful and accurate;
• Are sent to appropriate recipients;
• Comply with marketing and anti-spam rules;
• Respect opt-outs and communication preferences;
• Do not contain misleading claims; and
• Comply with the rules of connected channels.

Agentra is not responsible for delivery failures, filtering, blocking or account restrictions imposed by email, messaging or social-media providers.

29. Disclaimers

To the maximum extent permitted by law, Agentra is provided on an “as is” and “as available” basis.

We do not guarantee that:

• The Service will always be uninterrupted, secure or free from errors;
• Every AI-generated response will be accurate or suitable;
• Every customer message will be delivered successfully;
• Connected-store information will always be complete or current;
• Third-party integrations will remain available;
• Every request or action can be automated;
• Agentra will satisfy every legal requirement applying to your organisation; or
• Using Agentra will produce a particular commercial result.

To the maximum extent permitted by law, we disclaim implied warranties of merchantability, fitness for a particular purpose, title and non-infringement.

Nothing in these Terms excludes a warranty or right that cannot legally be excluded.

30. Limitation of Liability

To the maximum extent permitted by law, Agentra Technologies (Private) Limited and its directors, employees, contractors, affiliates and suppliers will not be liable for:

• Indirect, incidental, special, exemplary or consequential loss;
• Loss of profit, revenue, savings or business opportunity;
• Loss of goodwill or reputation;
• Loss, corruption or unavailability of data;
• Customer claims arising from your communications or policies;
• Third-party platform failures;
• Actions performed using permissions configured by your organisation; or
• Reliance on AI-generated content without appropriate review.

To the maximum extent permitted by law, Agentra’s total aggregate liability arising from or relating to the Service or these Terms during any 12-month period will not exceed the greater of:

• The amount you paid to Agentra for the Service during the 12 months immediately preceding the event giving rise to the claim; or
• USD $100.

The limitations above do not apply to liability that cannot legally be limited or excluded.

31. Indemnity

To the extent permitted by law, you agree to defend, indemnify and hold harmless Agentra Technologies (Private) Limited and its directors, employees, contractors and affiliates from third-party claims, losses, liabilities and reasonable legal costs arising from:

• Your Content;
• Your customer communications;
• Your connected accounts or integrations;
• Your configuration of AI permissions or store actions;
• Your violation of applicable law;
• Your infringement of another party’s rights; or
• Your material breach of these Terms.

This obligation will not apply to the extent a claim was caused directly by Agentra’s breach of these Terms, unlawful conduct or gross negligence.

32. Suspension

We may suspend or restrict your access where reasonably necessary because:

• You breach these Terms;
• Your use creates a security or legal risk;
• Payment remains overdue;
• Your usage threatens the stability of the Service;
• A connected platform requires us to act;
• We suspect fraud, abuse or unauthorised activity;
• We are required to do so by law; or
• Suspension is needed to protect users or third parties.

We will try to limit suspension to the affected account, integration or feature where reasonably possible.

33. Termination by You

You may stop using Agentra at any time.

You may close your account or request workspace closure through available settings or by contacting us.

Closing a workspace does not automatically create a right to a refund.

You should export any required information before requesting closure.

34. Termination by Agentra

We may terminate these Terms or your access if:

• You materially or repeatedly breach these Terms;
• You fail to resolve an overdue payment;
• Your use creates substantial risk or legal exposure;
• You engage in fraud, abuse or unlawful conduct;
• We are legally required to terminate access; or
• We discontinue the Service.

Where appropriate, we will provide reasonable notice and an opportunity to resolve a remediable breach.

35. Effect of Termination

When access ends:

• Your right to use the Service ends;
• Connected integrations may stop operating;
• Automations and AI features may be disabled;
• Your team may lose access to workspace information; and
• Workspace data may be deleted according to our Privacy Policy and retention practices.

We may retain information where required for security, legal compliance, accounting, dispute resolution or enforcement.

Sections concerning intellectual property, confidentiality, disclaimers, liability, indemnity, governing law and other provisions intended by their nature to survive will continue after termination.

36. Force Majeure

Neither party will be responsible for delay or failure caused by events beyond its reasonable control, including natural disasters, internet failures, utility failures, labour disputes, government action, war, civil disturbance, epidemics, cyberattacks or widespread third-party service outages.

This section does not excuse payment obligations that became due before the event.

37. Changes to These Terms

We may update these Terms to reflect changes to Agentra, our business practices, technology, integrations or legal obligations.

We will update the “Last updated” date when changes are made.

If a change is material, we may provide additional notice through email, the Agentra platform or another appropriate method.

Unless a different date is stated, updated Terms take effect when published. Continued use after the effective date means you accept the updated Terms.

If you do not agree with an updated version, you must stop using Agentra and cancel any active subscription.

38. Governing Law and Jurisdiction

These Terms and any dispute arising from them are governed by the laws of Pakistan, without regard to conflict-of-law principles.

The courts located in Karachi, Sindh, Pakistan will have exclusive jurisdiction over disputes arising from or relating to these Terms or the Service.

Before starting formal proceedings, each party agrees to make a reasonable good-faith effort to resolve the dispute by contacting the other party.

Nothing in this section removes a mandatory right or jurisdiction that applicable law does not permit the parties to exclude.

39. Notices

Agentra may send notices to the email address connected to your account, through the platform or by publication on our website where appropriate.

You are responsible for keeping your contact information current.

Legal notices to Agentra should be sent to hello@agentraa.com with sufficient information to identify the matter.

40. Assignment

You may not transfer or assign these Terms, your account or your subscription without our prior written consent.

Agentra may assign these Terms as part of a merger, acquisition, restructuring, financing, sale of assets or transfer of the Service.

41. No Partnership or Agency

These Terms do not create a partnership, joint venture, employment relationship, franchise or agency relationship between you and Agentra.

Neither party may bind the other except as expressly authorised in writing.

42. Waiver

A failure or delay in enforcing any provision of these Terms does not waive the right to enforce it later.

A waiver is effective only if it is clearly made in writing by the party granting it.

43. Severability

If a provision of these Terms is found invalid or unenforceable, it will be limited or modified only to the extent necessary, and the remaining provisions will continue in effect.

44. Entire Agreement

These Terms, together with any applicable:

• Privacy Policy;
• Cookie Policy;
• Refund and Cancellation Policy;
• Data Processing Agreement;
• Written order form;
• Plan description; and
• Additional terms accepted for a specific feature

form the complete agreement between you and Agentra concerning the Service and replace previous discussions or agreements about the same subject.

If there is a conflict, a signed order form or separately signed agreement will take priority for the specific matter it covers, followed by a Data Processing Agreement for personal-data processing, followed by these Terms.

45. Contact Us

If you have questions about these Terms, contact:

Agentra Technologies (Private) Limited
Trading as Agentra
Corporate Unique Identification No. 0311311
Website: https://agentraa.com
Platform: https://app.agentraa.com
Email: hello@agentraa.com