Terms of service
Last updated: 30 October 2026
1. About these terms
Kaizena Flow is provided by KaizenaLabs, organisation number 915429777, Ekebergveien 255b ("Kaizena Flow", "we", "us"). You can reach us at support@kaizenalabs.com.
These terms apply between us and the business that uses Kaizena Flow to run one or more online stores ("you"). They apply from the moment your request for access is approved or you first use the service. The data processing agreement and the prices shown for your plan are part of these terms.
Kaizena Flow is for businesses only. You confirm that you act in the course of your trade or profession and that the person accepting these terms may bind the business.
2. The service
Kaizena Flow is a hosted platform for running an online store: the storefront, the admin, the page builder and themes, catalogue, orders and customers, checkout through payment providers you connect, emails, analytics, support tools and features that use artificial intelligence (AI).
We develop the service continuously. We may add, change and remove features. If we remove or materially reduce a feature you pay for, we tell you at least 30 days before, unless the change is required by law or for security.
3. Your account and your staff
You give us correct information about your business and keep it up to date. You keep sign-in details secret and use two-step sign-in where the admin asks for it.
You decide who in your business has access, and with what role. You are responsible for what is done in your stores by the people you give access to, as if you had done it yourself. Tell us at once if you believe an account has been misused.
4. Your store and your customers
You are the seller in your store. The contracts with your customers are between you and them; we are not a party to them.
You are responsible for your products and services, your prices and VAT, the texts and pictures you publish, your terms of sale, privacy notice and other legal pages, and for following the consumer, marketing, tax and other rules that apply to your sales in every country you sell to.
Kaizena Flow offers starter texts for legal pages and other help. They are a starting point only: you must read them, adapt them to your business and decide whether to use them.
5. Payments from your customers
Your customers pay through a payment provider you connect, such as Stripe or Mollie, under your own agreement with that provider. The provider pays the money out to you. We never hold your customers' money.
Refunds, chargebacks and disputes are handled between you, your customer and the payment provider. Kaizena Flow gives you tools to manage them but does not decide them.
6. Prices and payment to us
You pay the price of the plan you choose and the sale fee that applies to your store, as shown in the admin when you choose or change the plan. The sale fee is currently 1.99 % of each payment unless your plan or agreement says otherwise, and is taken as a fee on the payment through your payment provider. Premium themes are paid once per store, at the price shown before you make them live.
All prices are shown without VAT, which is added where it applies. We invoice through Stripe; plans are paid in advance for each period.
If an invoice is not paid on time, we may send reminders and charge late-payment interest under the law that applies. If it is still not paid 14 days after a reminder, we may suspend the stores concerned until it is paid.
We may change prices with at least 30 days' notice. A change takes effect from your next billing period after the notice; if you do not accept it, you may end your plan before it takes effect.
7. Acceptable use
You must not use Kaizena Flow to:
sell goods or services that are illegal where they are sold or sent, or that a payment provider you use does not allow
publish content that infringes others' rights or is unlawful, misleading or hateful
send email to people who have not agreed to receive it, where their agreement is required
spread malware, attack, overload or probe the service or other stores, or get round its limits and security
copy, resell or reverse-engineer the service, except as the law allows
We may remove content and suspend a store or an account that breaks these rules, as set out in section 12.
8. Features that use AI
Some features use AI models to suggest texts, translations, pictures, answers and actions. What a model writes can be wrong. Suggestions are for you to check before you use them; changes the AI manager proposes for your store are made only when you approve them, except where the admin says otherwise during setup.
When you use AI features on Kaizena Flow's own connection, the text and pictures you send are processed by the AI provider we use, as described in the privacy notice and the data processing agreement. If you connect your own AI provider, your own agreement with that provider applies to what is sent to it. We may set limits on how much AI a plan includes.
9. Content and rights
You keep all rights to your content: your texts, pictures, products, customer data and other material you put into Kaizena Flow. You give us the right to store, copy, show and process it as needed to provide the service to you and your customers, and to make it available when you share or publish it.
We and our licensors keep all rights to the service, its software, its design and its themes. While your plan lasts, you may use the themes and parts we offer in your own stores. Pictures we or an AI model make for you may be used in your stores; you are responsible for how you use them.
If you send us ideas or feedback, we may use them freely.
10. Personal data
For the personal data we process about you and your staff to run our relationship with you, we are the controller, as described in the privacy notice.
For the personal data about your customers and others that we process in your stores on your behalf, you are the controller and we are your processor. The data processing agreement applies to that processing and is part of these terms.
11. Availability and support
We work to keep Kaizena Flow available and secure at all times, but we do not promise that it will be without interruption or errors. We may carry out maintenance, preferably when traffic is low, and tell you in advance where we can.
You can ask for help through "Contact Kaizena Flow support" in the admin's account menu or by email to support@kaizenalabs.com.
12. Suspension and ending
You may end your plan at any time; it then runs to the end of the period you have paid for. You may close a store in its settings.
We may suspend a store or an account at once if you break these terms in a way that harms others or puts the service at risk, if the law or an authority requires it, or as set out in section 6 for unpaid invoices. Where we can, we tell you first and give you a chance to put things right. We may end these terms with 30 days' notice, or at once if you materially break them and do not put this right within 14 days of our notice.
Before your stores are closed for good you can export your data from the admin. Orders, invoices and other records we must keep by law are kept for as long as the law requires, as described in the privacy notice.
13. Liability
The service is provided as it is at any time. We are not liable for indirect or consequential loss, such as lost profit, lost sales, lost goodwill or loss of data you could have restored from your own exports.
Our total liability for all claims in any 12-month period is limited to the fees you paid us in the 12 months before the event that caused the claim.
These limits do not apply to loss caused by our gross negligence or wilful misconduct, or where the law does not allow liability to be limited.
14. Claims from others
You hold us harmless against claims from your customers, authorities and others that arise from your products and services, your sales, your content or your breach of these terms or the law, including reasonable legal costs.
15. Changes to these terms
We may change these terms. We tell you about material changes by email or in the admin at least 30 days before they take effect. If you continue to use the service after that, the new terms apply. If you do not accept them, you may end your plan before they take effect.
16. Law and disputes
These terms are governed by Norwegian law. We will try to settle any disagreement by talking with you first. If we cannot, disputes are settled by the ordinary courts at our registered office.
17. Contact
KaizenaLabs
Ekebergveien 255b
Organisation number 915429777
support@kaizenalabs.com