At a glance

You install through Shopify, you cancel through Shopify. No lock-in. No early-termination fee.
You own your data. Store data, customer chats, configurations, and custom rules belong to you. We process them only to operate Eturns for you.
We never train AI models on your customer chats.
Billing flows through Shopify. Abandoned conversations bill at half a credit. Hit your monthly limit? We let one extra shopper through free as a goodwill buffer.
Plan changes are predictable. Upgrade applies immediately with pro-rated billing. Downgrade applies next cycle. Cancellation stops at next cycle.
Liability is capped at the greater of USD 100 or the fees you paid us in the past 12 months — except where local law requires otherwise.

1. The agreement

These Terms of Service (“Terms”) govern your use of Eturns — the AI returns app for Shopify operated by us (“Eturns,” “we,” “us,” “our”). By installing Eturns from the Shopify App Store, embedding our chat widget on your storefront, or using our admin dashboard, you (“you,” “merchant”) agree to these Terms.

You also agree to our Privacy Policy, which describes how we process data on your behalf and on yours. The Privacy Policy is incorporated into these Terms by reference.

If you don't agree, the right action is straightforward — don't install the app, or uninstall it from your Shopify admin under Apps. We delete your data per the retention schedule in the Privacy Policy.

2. What Eturns does

Eturns is a Shopify app that handles returns, exchanges, refunds, order cancellations, post-ship intercepts, AI-verified deliveries, and subscription cancellations through one AI conversation embedded on your storefront. It connects to your Shopify store in real time, enforces the policies you configure, and routes complex cases to the right specialist team in your operations.

The complete capability surface is described on our Features page. The capabilities listed there are what you're paying for under your plan.

3. Your account

You install Eturns through Shopify OAuth, so account authority follows your Shopify store ownership. Whoever has admin permissions on your Shopify store can configure Eturns. We rely on Shopify to authenticate you; we don't manage your password.

You're responsible for keeping your Shopify access secure and for the actions any team member takes inside the Eturns dashboard while authenticated as you. If you suspect unauthorized access, contact support@eturns.app and we'll help you investigate and rotate access.

You must be at least 18 years old (or the age of legal majority in your jurisdiction) and authorized to bind the business that owns the Shopify store.

4. Plans & billing

Eturns offers five plans — Free, Starter, Growth, Pro, and Pro+ — at the prices published on our Pricing page. Pricing changes are announced at least 30 days in advance.

Billing through Shopify

Paid plans are billed through Shopify's Application Charge API. We never see your card details; Shopify holds the payment relationship. Your Eturns charges appear on your Shopify invoice.

Free trials

Starter, Growth, and Pro plans include a 14-day free trial. Pro+ does not include a free trial. The Free plan ($0) includes 50 lifetime AI conversations that never reset.

How conversations are counted

One conversation = one shopper interaction with the chat widget that ends with a resolution, an escalation, or a 30-minute idle timeout. Conversations that abandon partway through are counted at 0.5 credits. If you exceed your plan's monthly conversation limit, we let one extra shopper through free as a goodwill buffer.

Plan changes & refunds

Upgrade or downgrade any time from the Eturns dashboard inside your Shopify admin. Upgrades apply immediately with pro-rated billing. Downgrades apply at the start of the next billing cycle. Cancellations stop charges at the next billing cycle — there's no early-termination fee. Refund policy follows Shopify's App Store guidelines; we support requests within 30 days of charge submitted to support@eturns.app.

5. Your content & data

You own your store data, your customer data, your conversation data, and your policy configuration. You're granting us a limited license to process this data only to operate Eturns on your behalf. We don't claim ownership of any of it. We don't use it to train AI models. We don't use it for any purpose outside running the service for you.

See the Privacy Policy for data inventories, retention windows, deletion mechanics, and your rights.

6. Acceptable use

You agree not to use Eturns to:

Process returns or refunds in a way that violates applicable consumer protection law (EU 14-day withdrawal, UK Consumer Rights Act, US state consumer protection statutes, FTC rules).
Mislead shoppers about return rights, restocking fees, or eligibility. Eturns surfaces your configured policy honestly; you're responsible for the policy you configure.
Sell counterfeit, illegal, or recalled goods through your store while using our app to handle returns on those goods.
Reverse-engineer, decompile, or attempt to extract our model weights or system prompts.
Probe the service for vulnerabilities outside our responsible-disclosure channel. Find a security issue? Email support@eturns.app — we'll credit you in our security acknowledgments.
Use Eturns to send spam, harass shoppers, or violate any applicable anti-spam law (CAN-SPAM, CASL, GDPR ePrivacy).

7. Intellectual property

Eturns retains all rights to the Eturns brand, the source code that powers our service, our system prompts, our defect taxonomy, our disclosure profiles, our risk-scoring formulae, and the trained models we use. You retain all rights to your store data, your brand, your policy text, and any custom rules or AI instructions you configure.

You grant us a limited, royalty-free license to use your shop name + logo on our customer list (e.g., a “Brands using Eturns” page) — but only with your prior consent.

8. Relationship with Shopify

Eturns is a third-party app built on Shopify's platform. We aren't owned by, employed by, or formally endorsed by Shopify. Your relationship with Shopify is governed by Shopify's own terms and policies. Shopify enforces its App Store rules over us, including required GDPR webhooks and the Built-for-Shopify (BFS) standard. We comply with all of them.

9. AI behavior & disclosures

Eturns uses large language models (currently Gemini 2.5 Flash Lite via Vercel AI Gateway) to generate AI conversations. Honest characterizations of what the AI does and doesn't do:

Deterministic policy enforcement. Eligibility, risk scoring, refund vs exchange routing, and escalation rules use structured logic — not the LLM's judgment. The LLM produces conversation; the rule engine produces decisions.
No medical, legal, or financial advice. Adverse-reaction language hands off to your safety team within 60 seconds.
Disclosure profiles. Per your configuration, the AI adapts tone (gift, luxury, pharmacy, modest-wear, fast-fashion, standard) and what it discloses to the shopper.
Edge cases escalate. Cases the AI is uncertain about, or that fall outside your policy, escalate to your team with full transcript and risk factors named. The AI never guesses on high-risk decisions.
No customer-data training. Conversation transcripts are not used as training input for any AI model we use, internal or external.

10. Service availability

We work hard to keep Eturns available, but we don't guarantee 100% uptime. The service depends on Shopify, Convex, Vercel, and Google Cloud. Our resilience design (circuit breakers, exponential backoff, half-credit billing on abandoned conversations) limits blast radius but doesn't eliminate it. Pro+ customers get a written availability commitment in their customer-success contract.

11. Warranty disclaimer

The service is provided “as is” and “as available.” To the maximum extent permitted by law, Eturns disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. Some jurisdictions don't allow disclaimer of implied warranties; where that's the case, the disclaimers in this section apply only to the extent permitted by your local law.

12. Limitation of liability

To the maximum extent permitted by applicable law, Eturns' aggregate liability for any claim arising out of or related to these Terms or your use of the service is capped at the greater of (a) USD 100 or (b) the fees you paid us in the 12 months preceding the event giving rise to the claim.

We're not liable for indirect, incidental, special, consequential, or punitive damages, including lost profits, lost revenue, lost customers, lost data (where the loss isn't our fault), or business interruption.

Nothing in this section limits liability that can't be limited under applicable law (gross negligence, willful misconduct, fraud, death or personal injury caused by negligence, or breach of mandatory consumer rights).

13. Indemnification

You agree to defend and indemnify Eturns against any third-party claim arising from (a) your store's products or business practices, (b) your use of Eturns in violation of these Terms or applicable law, (c) your configured policies (including any policy-driven decision the AI surfaces to a shopper), or (d) intellectual-property claims based on content you provided to us.

14. Termination

You can terminate at any time by uninstalling the app from your Shopify admin under Apps. We'll delete your data per the retention schedule in the Privacy Policy. If you've paid for the current cycle, the cycle runs to completion.

We can terminate your access for material breach of these Terms, violation of acceptable use, security risk, non-payment, or discontinuation of the service. We'll give you reasonable notice (typically 30 days) for non-emergency terminations.

15. Governing law & dispute resolution

These Terms are governed by the laws of the State of Delaware, USA, without regard to conflict-of-laws principles. Any dispute that can't be resolved through good-faith negotiation will be settled by confidential binding arbitration in Wilmington, Delaware, under the rules of the American Arbitration Association — except that either party may seek injunctive relief in court for IP infringement or breach of confidentiality.

Where mandatory consumer protection law in your jurisdiction grants you rights that conflict with this section, those rights prevail.

16. Changes to these Terms

Substantive changes are announced by email to the merchant of record at least 30 days before the effective date. Continued use of the service after the effective date means you accept the changes. If you don't, the escape hatch is uninstalling the app before the effective date.

17. Miscellaneous

Entire agreement. These Terms (together with the Privacy Policy and any DPA we sign with you) form the complete agreement between you and Eturns about your use of the service.

Severability. If any provision is found unenforceable, the remainder stays in effect.

No waiver. Our failure to enforce a provision isn't a waiver of our right to enforce it later.

Assignment. You can't assign these Terms without our prior consent. We may assign them as part of a corporate transaction (merger, acquisition, asset sale) on continuity of service for you.

Force majeure. Neither party is liable for failures caused by events outside reasonable control (natural disasters, government action, infrastructure outages, denial-of-service attacks).

18. Contact

Legal questions, DPA requests, vendor reviews — write to support@eturns.app. We answer within one business day.