# Terms of Service Version 1.3 · Last updated 9 Nov 2026 · Source: https://eturns.app/policy/terms/ These Terms of Service ("Terms") apply when you use Eturns, the AI after-sales operator for Shopify made by Eturns Inc. ("Eturns," "we," "us," or "our"). Eturns includes the merchant admin app, the customer portal, storefront blocks, the AI agent, and the paid or free plans. We call all of that the "Services." By installing Eturns on a Shopify store or using the Services, you agree to these Terms. If you use the Services on behalf of a company, you represent that you have authority to bind that organization. ## 1. What Eturns does Eturns is an AI agent that resolves after-sales cases on a merchant's behalf, within the policies the merchant configures. That means Eturns can read order, customer, and product data via the Shopify Admin API; decide on returns, exchanges, refunds, warranty claims, tracking questions, tickets, reviews, fraud signals, and recovery offers; execute safe outcomes automatically; and escalate risky or unclear cases to the merchant with a prepared plan. AI systems are probabilistic. Output can be wrong, incomplete, or unsuitable. Review output and actions before relying on them. Be especially careful with refunds, exchanges, messages, and anything with legal, financial, reputational, or irreversible effects. ## 2. Eligibility You must be at least 13 years old to create an account or use the Services. If you are under the age of majority where you live, you need permission from a parent or legal guardian who agrees to these Terms. ## 3. Accounts You are responsible for your account, your store, your policies, your credentials, and the activity under your account. Keep your billing information accurate and current. Only install Eturns on a Shopify store you control. ## 4. License If you comply with these Terms, Eturns gives you a limited, non-exclusive, non-transferable, non-sublicensable license to install and use the software we provide as part of the Services for your internal business purposes. You may not copy, modify, reverse engineer, decompile, attempt to extract source code from, rent, sell, distribute, sublicense, or provide hosted access to the software except to the extent applicable law expressly allows. ## 5. AI autonomy is bounded, not reckless Every autonomous action is bounded by the merchant's policy, confidence thresholds, dollar-amount thresholds, fraud checks, and a decision trail. Above a per-merchant dollar amount (set from the merchant's own order values, or chosen by the merchant), no autonomous action executes without merchant approval. Eturns never auto-blocks customers. Fraud signals surface to the merchant, who decides. Merchants control policy thresholds. Risky or unclear cases go to merchant review with a prepared plan, not a blank ticket. Every agent decision is logged with the model used, the prompt hash, the retrieved context, the tool calls, and the reasoning trace. ## 6. Your content and store data You keep the rights to the data in your Shopify store. You grant Eturns a worldwide, non-exclusive, royalty-free license to access, process, and use that data via the Shopify Admin API solely to provide the Services you configured. When you install Eturns, the Data Processing Agreement at /policy/dpa forms part of these Terms whenever we process personal data of your customers on your behalf. We do not use your store data, customer data, or decision traces to train public AI models. For model providers that support it, we configure zero-data-retention, no-training, or equivalent settings. ## 7. Acceptable use - Do not use Eturns to break the law or harm, deceive, harass, or defraud others. - Do not access or interfere with another store, account, or service without authorization. - Do not collect, disclose, or process personal information in violation of law or third-party rights. - Do not bypass rate limits, access controls, usage limits, or security measures. - Do not use Eturns to make automated decisions with legal or similarly significant effects on a person without appropriate human review and legal authority. - Do not misrepresent AI-generated output as human-generated where doing so would be deceptive or unlawful. - Do not remove, obscure, or alter safety notices, audit logs, attribution, or legal notices. ## 8. Third-party services Eturns reads and writes through the Shopify Admin API, the Shopify Billing API, and the Vercel AI Gateway (which routes to model providers). It also uses Supabase, Render, Resend, Sentry, and PostHog as subprocessors listed at /policy/subprocessors. Third-party services are governed by their own terms and privacy policies. ## 9. Plans, subscriptions, and billing We offer self-serve free and paid plans (monthly or annual) as well as custom high-volume arrangements. Paid plans are billed in advance on a recurring basis through the Shopify Billing API. Moving back to Free or uninstalling cancels your Shopify subscription immediately, and Shopify applies any prorated credit under its billing rules. Switching from a higher paid plan to a smaller paid plan takes effect at the start of the next billing cycle so you keep your current allowance until renewal. Each plan includes a monthly decision allowance. When you reach it, additional decisions wait for you in the app until the next month or until you upgrade. We do not charge overage fees on any plan. Upgrades take effect immediately through Shopify's billing confirmation screen with Shopify's prorated credit for the unused portion of your prior cycle. Where your policies charge shoppers a return shipping fee, express shipping upgrade, or price difference on a higher-priced exchange, Eturns creates the invoice inside your Shopify store via Shopify Draft Orders; shopper payments settle directly to your store's payment gateway, never to Eturns. Subscription payments are non-refundable except where Shopify's billing rules or applicable law provide otherwise. ## 10. Intellectual property The Services, software, design, logos, trademarks, code, product features, documentation, and related materials are owned by Eturns or our licensors. You may not use Eturns's name, trademarks, logos, or branding without our prior written permission. ## 11. Suspension and termination We may suspend, restrict, or terminate access if we reasonably believe you violated these Terms or applicable law, or your use creates security, legal, operational, or safety risk. We may act without prior notice where immediate action is reasonably necessary. You may stop using the Services and uninstall Eturns at any time. ## 12. Disclaimers The Services and AI output are provided "as is" and "as available." To the maximum extent permitted by law, Eturns disclaims all warranties, whether express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, reliability, availability, security, and error-free operation. We do not warrant that AI output will be uninterrupted, secure, accurate, or free from errors, prompt injections, or unintended actions. ## 13. Limitation of liability To the fullest extent permitted by law, Eturns and our officers, directors, employees, affiliates, suppliers, and partners will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, including loss of profits, revenue, data, goodwill, or business opportunities. To the fullest extent permitted by law, Eturns's total liability for all claims relating to the Services will not exceed the greater of (a) the amount you paid to Eturns in the 12 months before the claim arose or (b) USD $100. ## 14. Indemnity To the extent permitted by law, you agree to defend, indemnify, and hold harmless Eturns from claims arising from your use of the Services, your store data, your policies, or your violation of these Terms, applicable law, or third-party rights. ## 15. Governing law and venue These Terms are governed by the laws of Singapore, without regard to conflict-of-law rules, except that mandatory consumer protection laws of your place of residence can also apply where required by law. Before filing a claim, you agree to contact us at contact@eturns.app and try to resolve the dispute informally. If a dispute is not resolved informally, the courts of Singapore will have jurisdiction, except where applicable law gives you the right to bring claims in another forum. ## 16. Changes to these Terms We may update these Terms. If we make material changes, we will provide notice by posting the updated Terms, sending an email, or providing an in-product notice. Your continued use of the Services after the effective date means you accept the updated Terms. ## 17. Contact Send questions about these Terms to contact@eturns.app.