1. About these terms
These terms apply to every business that uses Gravilo through the Gravilo app for Shopify, the Gravilo API or the merchant platform (together, the “service”). By installing the app, creating an account or sending us an order, you accept them on behalf of your business. The service is provided by the company named in the provider details on this page (“Gravilo”, “we”, “us”).
2. Businesses only
Gravilo works only with businesses that sell to their own customers. You confirm that you use the service for your trade or business, not as a consumer.
Your customers (the “end customers”) buy from you, not from us. You are the seller towards them, and nothing in these terms creates a contract between us and your end customers.
3. Your account
Keep your login details and API keys safe: you are responsible for everything done with them. Tell us straight away if you suspect they have been misused.
Give us accurate company details, including your VAT number if you have one, and keep them up to date.
4. Products and personalisation
Each product in our catalogue comes in set sizes and materials. The preview shows the design your end customer created. Wood is a natural material, so its grain and colour vary from piece to piece, and the shade of acrylic may differ slightly from the screen. These variations are not defects.
You are responsible for the content your end customers add, such as text, photos and images. You confirm that you and they have the right to use it and that it does not break the law or infringe anyone’s rights. We may refuse an order whose content is unlawful, infringes someone else’s rights, or is hateful or violent. If we do, we tell you why and credit the order back to your balance.
5. Orders
An order is placed when it reaches us: through a fulfilment request from the Shopify app, or through the API. It is accepted when it is paid from your balance, and its status then shows as “Received”.
If your balance does not cover an order, we put it on hold and accept it as soon as your balance allows. We may also put an order on hold when a photo’s resolution is too low or an address is incomplete, and we tell you what we need.
You can cancel an order until production starts, and the amount goes back to your balance. Once production has started, the products are made to your order and can no longer be cancelled.
6. Prices and payment
The price of an order is the one shown in the app, the merchant platform or the API when you place it: the price of the products plus shipping to the destination country.
Prices are net. We are currently not registered as a VAT payer, so no VAT is charged. If that changes, VAT will be added as the law requires and shown on your invoices.
You pay for orders from a prepaid balance that you top up through our payment provider, Stripe. You can save a card and turn on automatic top-ups. The balance can only be used for Gravilo orders and does not earn interest.
We bill in euros, or in Romanian lei for Romanian companies that choose it. Your currency is fixed after your first top-up. You receive an invoice for your payments.
7. Production and shipping
We make each product to order in our workshop and ship it to the address in the order, with tracking and without any Gravilo branding.
Delivery times we show are estimates, not guarantees. You are responsible for the delivery address being correct and complete. If a parcel comes back because the address is wrong or the recipient did not collect it, we can ship it again at your cost.
8. Defects and complaints
Please send us any complaint, including those from your end customers, within 14 days of delivery, with the order number and photos.
If a product is defective, was damaged in transit or does not match the approved design, we remake and ship it again at no cost to you, or credit its price to your balance. Products made correctly to an approved design cannot be returned, because they are personalised.
9. Intellectual property
The Gravilo service, its software, templates and brand belong to us. You may use the template previews and product images we provide only to sell Gravilo products.
Designs created by your end customers remain theirs. You grant us the right to use them to produce, ship and support the order.
10. Personal data
To produce and ship orders, we process personal data of your end customers on your behalf: their name, delivery address, phone number and email, and the photos and text in their design. For that data, you are the controller and we are the processor, and the data processing terms in the annex below apply.
Our privacy policy explains how we handle the personal data of your own team.
11. Liability
We are liable without limit for damage we cause intentionally or through gross negligence. Otherwise, our liability for an order is limited to the amount you paid for it, and we are not liable for lost profit, lost revenue or other indirect damage. Nothing in these terms limits liability that cannot be limited by law.
12. Changes to the service and to these terms
We work to keep the service available but cannot guarantee it is never interrupted. We may change and improve the service.
We may change these terms. We will tell you at least 30 days before a material change takes effect, and you can stop using the service before then.
13. Ending the service
You can stop using Gravilo at any time by uninstalling the app or closing your account. Orders we have already accepted are still produced and shipped. When you close your account, we refund any unused balance.
We may suspend or close your account if you seriously breach these terms. If we close it, we refund any unused balance.
14. Law and disputes
These terms are governed by Romanian law. Any dispute is settled by the competent courts at our registered office.
These terms are available in several languages. If the versions differ, the English version prevails.
Annex: data processing terms
These terms apply when we process your end customers’ personal data on your behalf (Article 28 of the General Data Protection Regulation).
- Subject and duration. We process the data only to produce, ship and support the orders you send us, for as long as that takes, plus 90 days after delivery (or after cancellation) for complaints and returns.
- Instructions. We process the data only on your documented instructions, which are the orders you send us and the settings you choose. We tell you if we believe an instruction breaks the law.
- Confidentiality. Only people who need the data to do their job can access it, and they are bound to confidentiality.
- Security. We protect the data with appropriate technical and organisational measures, including encryption in transit, restricted access and logging.
- Sub-processors. You authorise us to use sub-processors for hosting and storage, email delivery, and shipping (a courier platform and carriers). We list them on request, tell you before adding or replacing one, and you may object. Each is bound by obligations equivalent to these.
- Assistance. We help you answer requests from end customers exercising their rights and meet your obligations on security, breach notification and impact assessments.
- Breaches. We tell you without undue delay after becoming aware of a personal data breach that affects your data.
- Deletion. At the end of the period in point 1, we delete or anonymise the data, unless the law requires us to keep it.
- Audits. We give you the information needed to show that we comply with these terms, and allow reasonable audits with notice.