Terms of Service

1. Agreement and Definitions

"Customer," "you," and "your" mean the person or entity using the Service. "Customer Data" means data you or your authorized users submit to the Service, including support tickets, customer messages, Shopify context, imported Freshdesk history, attachments, Brand Brain content, support instructions, and workspace settings. "Service" means Support Desk, including its web app, APIs, hosted checkout, email processing, AI-assisted drafting, analytics, Shopify integrations, tracking integrations, import tools, and related documentation.

If you use the Service for an entity, you represent that you have authority to bind that entity. If you do not agree to these Terms, do not create an account or use the Service.

2. Accounts, Authority, and Access Control

You must provide accurate account, billing, and workspace information and keep it current. You are responsible for all actions taken under your account, including actions by invited owners, admins, agents, contractors, and anyone using your login credentials or connected systems.

• You must keep passwords, API keys, OAuth tokens, email forwarding rules, and domain verification records secure.
• You must promptly disable users who should no longer have access.
• You must use permission levels and internal approval workflows that are appropriate for your business risk.
• You are responsible for ensuring your Shopify, Freshdesk, Postmark, email, and other third-party accounts are authorized for the way you use them with the Service.

3. The Service

The Service helps Shopify brands manage support email, customer conversations, AI-assisted drafts, Shopify context and actions, Brand Brain knowledge, shipment tracking, imports, exports, analytics, usage, and billing. We may add, modify, suspend, or discontinue features, integrations, models, providers, or user interface elements as the Service evolves.

Some features may be marked beta, experimental, preview, optional, or disabled by default. Those features may be less reliable, may change without notice, and should not be used for critical business workflows without your own independent review and safeguards.

4. Trial, Billing, Renewal, and Cancellation

Unless otherwise stated in a signed order form, the Service starts with a 7-day trial and then renews at $50 per month per workspace, plus any applicable taxes and usage-based overages. The included usage and overage rules shown in the product or pricing page apply for the current billing period.

• You authorize us and Stripe to charge your selected payment method for subscriptions, renewals, taxes, and overages.
• Trials convert to paid subscriptions unless canceled before the trial ends.
• Overages are soft in v1. The Service may continue running while usage is tracked and later billed, invoiced, or reviewed.
• Subscription fees are non-refundable except where required by law or expressly stated in writing.
• You can manage payment methods, invoices, and cancellation through the Stripe Customer Portal when available.

5. Customer Data

You retain ownership of Customer Data. You grant us the rights needed to host, process, transmit, back up, analyze, display, and otherwise use Customer Data to provide, secure, support, maintain, improve, and bill for the Service. Our handling of personal information is described in the Privacy Policy, and processing of Customer Data is further described in the Data Processing Addendum.

You are responsible for the accuracy, legality, quality, and appropriateness of Customer Data, including whether you have the right to import or process customer conversations, order data, tracking data, attachments, and historical tickets.

6. AI, Automation, and Shopify Action Responsibility

The Service may use artificial intelligence and automated workflows to classify tickets, summarize context, generate draft replies, suggest support instructions, extract order context, find relevant policies, propose Shopify actions, or assist with other support operations. AI outputs are probabilistic and may be wrong, incomplete, misleading, offensive, non-compliant, outdated, inappropriate for your brand, or harmful if sent or acted on without review.

You are solely responsible for reviewing, approving, rejecting, editing, testing, supervising, and deciding whether to use any AI output, automation, recommendation, draft, classification, workflow, imported data, or Shopify action. You must not rely on the Service as the sole basis for refunds, cancellations, credits, discounts, returns, exchanges, fulfillment changes, address changes, legal responses, policy exceptions, customer commitments, financial decisions, regulated decisions, or any other material business action.

To the maximum extent permitted by law, we are not responsible or liable for losses, refunds, chargebacks, credits, discounts, canceled orders, incorrect order edits, shipment issues, returns, exchanges, customer disputes, regulatory claims, reputational harm, lost revenue, customer churn, data loss, or other damages arising from or related to: AI output; automated or user-approved replies; Shopify actions; integrations; imported data; inaccurate third-party data; your workspace settings; your permission model; your failure to review output; or any decision by you, your users, or your connected systems to send, publish, approve, refund, cancel, discount, modify, or otherwise act on a customer request.

• You must maintain human review for customer-facing messages and material commerce actions unless you have independently determined that your use case can safely operate with less review.
• You must configure Shopify write actions, permissions, support instructions, macros, email settings, and Brand Brain content responsibly.
• You must test workflows before using them with real customers.
• You must comply with your own refund, cancellation, consumer protection, advertising, privacy, tax, and ecommerce obligations.

7. Third-Party Services and Integrations

The Service connects to third-party services such as Stripe, Postmark, Firebase, Shopify, Cloudflare, Railway, OpenRouter, model providers, Ship24, and Freshdesk. Third-party services are not controlled by us and may change, fail, suspend access, impose rate limits, reject content, return inaccurate data, experience outages, or apply their own terms. We are not responsible for third-party services, third-party data, or actions taken in third-party accounts.

8. Acceptable Use

You must comply with the Acceptable Use Policy. You may not misuse the Service, interfere with its operation, attempt unauthorized access, use it for unlawful activity, send spam, process prohibited data, violate third-party rights, or use it in a way that creates unreasonable risk to us, other customers, consumers, or third-party platforms.

9. Security

We use commercially reasonable technical and organizational measures designed to protect the Service. You understand that no system is perfectly secure, and you are responsible for your own devices, networks, users, credentials, connected accounts, email forwarding configuration, DNS records, and business continuity procedures.

10. Intellectual Property and Feedback

We and our licensors own the Service, software, interfaces, documentation, design, workflows, code, models of operation, and related intellectual property. These Terms grant you a limited, non-exclusive, non-transferable, revocable right to use the Service during your subscription for your internal business support operations.

If you provide feedback, suggestions, feature requests, or ideas, you grant us a perpetual, irrevocable, worldwide, royalty-free right to use them without restriction or compensation.

11. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, AVAILABILITY, ACCURACY, SECURITY, RELIABILITY, AND ERROR-FREE OPERATION. WE DO NOT WARRANT THAT AI OUTPUT, SUPPORT DRAFTS, SHOPIFY CONTEXT, TRACKING DATA, IMPORTED DATA, ANALYTICS, OR THIRD-PARTY DATA WILL BE ACCURATE, COMPLETE, SAFE, COMPLIANT, OR SUITABLE FOR YOUR BUSINESS.

12. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, PUNITIVE, OR ENHANCED DAMAGES; LOST PROFITS; LOST REVENUE; LOST BUSINESS; LOST GOODWILL; LOST DATA; COST OF SUBSTITUTE SERVICES; CUSTOMER CLAIMS; CUSTOMER REFUNDS; CHARGEBACKS; ORDER CANCELLATIONS; OR COMMERCE ACTIONS, EVEN IF WE WERE ADVISED OF THE POSSIBILITY OF THOSE DAMAGES.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY FOR ALL CLAIMS RELATING TO THE SERVICE WILL NOT EXCEED THE AMOUNTS YOU PAID TO US FOR THE AFFECTED WORKSPACE IN THE THREE MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM, OR $100 IF YOU PAID NOTHING. These limits apply regardless of the legal theory and even if a remedy fails of its essential purpose.

13. Indemnity

You will defend, indemnify, and hold harmless us and our officers, directors, employees, contractors, affiliates, suppliers, and processors from and against claims, damages, losses, liabilities, costs, and expenses, including reasonable attorneys' fees, arising from or related to Customer Data, your products or services, your customer relationships, your use of AI output or automations, your Shopify or third-party account actions, your violation of these Terms, your violation of law, or your infringement or misuse of third-party rights.

14. Suspension, Termination, Export, and Deletion

We may suspend or terminate access if you violate these Terms, create security or legal risk, fail to pay, misuse third-party platforms, or if continued access could harm the Service, us, another customer, or a third party. You may stop using the Service or cancel your subscription at any time, subject to billing terms.

After termination, we may retain, delete, anonymize, or export Customer Data according to our retention practices, legal obligations, backup cycles, and the DPA. Sections that by their nature should survive termination will survive, including payment obligations, disclaimers, limitations of liability, indemnity, confidentiality, and dispute provisions.

15. Governing Law and Disputes

These Terms are governed by the laws of Ontario and the federal laws of Canada applicable there, without regard to conflict of law rules, unless a different governing law is required by applicable law or a signed agreement. The courts located in Toronto, Ontario will have exclusive jurisdiction, except that either party may seek injunctive relief in any court with jurisdiction.

16. Changes to these Terms

We may update these Terms from time to time. The updated version will be posted on this page with a new last updated date. Material changes may be communicated through the Service or by email. Your continued use of the Service after changes become effective means you accept the updated Terms.

17. Contact

Questions about these Terms can be sent to support@customerserved.ai.