Terms of Service

These terms describe how Veloro ("Veloro", "we", "us"), an email marketing agency based in Zagreb, Croatia, provides services to its clients, and the standards every client agrees to. By engaging Veloro, you accept these terms. Individual engagements may add specifics (scope, fees, timelines) in a separate written agreement, which takes precedence where the two differ.

1. Services

Veloro provides email marketing services for e-commerce businesses using the Klaviyo platform, including:

• Strategy, audits, and planning for the email channel;
• Design, copywriting, and build of automation flows (such as welcome, abandoned cart, post-purchase, and win-back);
• Campaign planning, creation, and scheduling;
• Audience segmentation and signup form setup;
• Deliverability monitoring, list hygiene, and reporting.

Work is performed inside the client's own Klaviyo account, with Veloro added as a user by the account's Owner or Admin. The client retains ownership of its Klaviyo account, subscriber list, and store data at all times.

2. Permission-based sending policy

Veloro sends email only on a permission basis. As a condition of working with us, every client confirms that:

• Its subscriber list consists solely of people who directly and knowingly opted in to receive marketing email from the client's brand;
• No part of the list was purchased, rented, borrowed, scraped, or obtained from a third party without the recipients' consent;
• If migrating from another email platform, all suppression data (unsubscribes, bounces, and spam complaints) is imported before any sending begins;
• Every email will include accurate sender identification and a working unsubscribe mechanism, and opt-outs will be honored promptly.

Veloro will refuse to send to any list that does not meet these standards, and may pause or end an engagement if a client asks us to act against them. We fully comply with Klaviyo's Terms of Service and Acceptable Use Policy, as well as applicable email marketing law, including the GDPR and the ePrivacy rules on electronic marketing.

3. Client responsibilities

• Provide access to the Klaviyo account and store platform needed to perform the services;
• Ensure all subscriber data shared with us was collected lawfully and with valid consent;
• Review and approve campaign content where approval workflows are agreed;
• Keep account credentials secure and manage user permissions responsibly.

4. Fees and payment

Fees, billing frequency, and payment terms are set out in each client's engagement agreement or proposal. Unless agreed otherwise, invoices are payable within 14 days.

5. Intellectual property

On full payment, clients own the deliverables we create for them — email templates, copy, and flow structures built in their account. Veloro retains the right to use general know-how, methods, and non-confidential techniques developed in the course of its work, and to reference the client and describe the engagement in its portfolio unless the client asks otherwise in writing.

6. Confidentiality and data protection

We treat client business information and subscriber data as confidential, use it only to deliver the agreed services, and handle personal data as described in our Privacy Policy. Where required, we will enter into a data processing agreement with the client.

7. Warranties and liability

We perform services with professional skill and care. However, email marketing outcomes depend on many factors outside our control (list quality, product, pricing, inbox providers), so we do not guarantee specific revenue, open-rate, or deliverability results. To the maximum extent permitted by law, Veloro's total liability under an engagement is limited to the fees paid for the services giving rise to the claim, and we are not liable for indirect or consequential losses.

8. Term and termination

Either party may end an ongoing engagement with 30 days' written notice, unless the engagement agreement says otherwise. On termination, the client keeps its Klaviyo account and everything in it; we remove our user access and delete any working copies of client data.

9. Governing law

These terms are governed by the laws of the Republic of Croatia, and any disputes fall under the jurisdiction of the courts of Zagreb, without affecting mandatory consumer or data protection rights.

10. Contact

Questions about these terms: hello@veloro.agency.