Terms of Service
Last Updated: March 28, 2026
1. Acceptance of Terms
By installing, accessing, or using Shopify Agent ("the App", "the Service"), you ("Merchant", "you") agree to be bound by these Terms of Service ("Terms"). If you do not agree, do not install or use the App.
These Terms are in addition to the Shopify App Store Terms of Service and the Shopify Partner Program Agreement.
2. Description of Service
Shopify Agent is an AI-powered customer service application that integrates with your Shopify store to provide automated responses to customer inquiries. The Service includes:
- An embeddable chat widget for your storefront
- AI-driven intent classification and response generation
- Order tracking via AfterShip integration
- Policy-aware refund evaluation and processing
- Product recommendations based on your inventory
- Order modification capabilities (cancellation, address updates)
- Analytics dashboard for conversation metrics
- Automatic knowledge base construction from your store data
3. Eligibility
To use the App, you must:
- Have an active Shopify store with a valid Shopify plan
- Have the authority to bind the business entity that owns the store
- Comply with all applicable laws and Shopify's terms of service
4. Pricing and Billing
4.1 Plans
| Plan | Price | Conversations | Key Features |
|---|---|---|---|
| Free | $0/month | 100/month | Basic chat widget, email support |
| Pro | $29/month | 1,000/month | Analytics dashboard, priority support |
| Enterprise | $99/month | Unlimited | Full analytics, custom branding, dedicated account manager |
4.2 Billing
All charges are processed through the Shopify Billing API. You authorize Shopify to charge your registered payment method. Upgrades take effect immediately; downgrades take effect at the start of the next billing cycle. Conversation usage resets monthly.
4.3 No Refunds
Subscription fees are non-refundable. If you cancel, you retain access until the end of the current billing period.
5. AI-Generated Content Disclaimer
5.1 Nature of AI Responses
The App uses Anthropic's Claude AI to generate responses. You acknowledge that:
- AI responses may contain errors, omissions, or inaccuracies
- AI responses are not professional advice (legal, financial, medical, or otherwise)
- You are responsible for reviewing the App's behavior and ensuring consistency with your business policies
- Response quality depends on the quality of your store data
5.2 Escalation
The App includes automatic escalation to human agents for complex situations. You are responsible for maintaining a process to handle escalated conversations.
6. Refund Processing Disclaimer
6.1 Automated Decisions
The App evaluates refund requests based on your store's policy and configurable thresholds:
- Auto-approve — Refunds below your threshold for valid reasons within the return window
- Auto-reject — Requests outside the return window or for already-refunded orders
- Escalate — High-value or ambiguous cases for your manual review
6.2 Merchant Responsibility
You acknowledge that:
- All automated refund decisions are governed by your configuration
- The App acts on your behalf; refunds are your financial responsibility
- Daily per-customer limits apply as fraud prevention (default: 3 per 24 hours)
- Customer confirmation is required before processing any refund
- We are not liable for financial losses from automated refund processing
7. Merchant Obligations
By using the App, you agree to:
- Maintain accurate product listings, pricing, and policies
- Monitor AI interactions periodically via analytics
- Handle escalated conversations promptly
- Comply with applicable consumer protection, privacy, and e-commerce laws
- Disclose to customers that they may interact with an AI assistant
8. Intellectual Property
- The App, source code, design, and documentation are our proprietary property
- You retain ownership of your store data and customer interactions
- You grant us a limited, non-exclusive license to use your store data solely to provide the Service
9. Data Handling and Privacy
Our data practices are described in our Privacy Policy. Upon uninstallation, all stored data is permanently deleted within 30 days. We support all mandatory GDPR webhooks.
10. Service Availability
We strive for high availability but do not guarantee uninterrupted service. The App may be temporarily unavailable due to maintenance, Shopify outages, third-party disruptions, or force majeure. Rate limits of 30 requests/minute per IP apply.
11. Limitation of Liability
To the maximum extent permitted by applicable law, the Service is provided "as is" and "as available" without warranties of any kind. We disclaim all warranties including merchantability, fitness for a particular purpose, and non-infringement. Our total aggregate liability shall not exceed the amounts paid by you in the twelve (12) months preceding the claim. We are not liable for indirect, incidental, special, consequential, or punitive damages, or for any actions taken by the AI.
12. Indemnification
You agree to indemnify and hold us harmless from claims arising from your use of the App, violation of these Terms, violation of applicable law, disputes with customers related to AI responses, or refund transactions processed through the App.
13. Termination
By You
You may uninstall the App at any time from your Shopify store.
By Us
We may suspend or terminate access if you violate these Terms, your Shopify store is suspended, we discontinue the Service (with 30 days' notice), or your use poses a security or legal risk.
Upon termination, your right to use the App ceases immediately. Data deletion follows the schedule in our Privacy Policy.
14. Modifications
We may modify these Terms at any time. Material changes will be communicated via the App Store listing or updated "Last Updated" date. Continued use constitutes acceptance.
15. Governing Law
These Terms are governed by the laws of the jurisdiction in which the App operator is incorporated, without regard to conflict of law provisions.
16. Dispute Resolution
Disputes shall be resolved through good-faith negotiation. If negotiation fails, disputes shall be submitted to binding arbitration in the governing jurisdiction.
17. Severability
If any provision is found unenforceable, the remaining provisions continue in full force.
18. Entire Agreement
These Terms, together with the Privacy Policy and plan-specific terms, constitute the entire agreement regarding use of the App.
19. Contact
For questions about these Terms:
- Contact: unavailable while the service remains a non-transactional preview
- Support: Available through the Shopify App Store listing