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 context 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, 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, Cancellation, and Refunds
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 applicable taxes. The included usage rules shown in the product or pricing page apply for the current billing period. During the limited launch, additional usage may be measured but will not be charged automatically.
- You authorize us and Stripe to charge your selected payment method for the clearly disclosed subscription price, renewals, and applicable taxes.
- Your trial begins only after you affirmatively confirm Stripe checkout. It converts to the disclosed monthly subscription unless canceled before the trial ends.
- Automatic overage billing is disabled for the limited launch. We will provide clear advance notice and obtain any authorization required by law before enabling it.
- You can manage payment methods, invoices, and cancellation through the Stripe Customer Portal. Cancellation does not carry a penalty and prevents the next renewal charge when completed before renewal.
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, 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 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. You are responsible for complying with third-party platform terms, when you connect or use those accounts through the Service. 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
Nothing in these Terms excludes, restricts, or modifies a right, guarantee, remedy, or liability that cannot lawfully be excluded, including applicable consumer or small-business protections.
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 TWELVE MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM, OR $500 IF YOU PAID NOTHING. These limits do not apply to fraud, wilful misconduct, or another liability that applicable law does not permit us to limit.
13. Indemnity
You will defend and indemnify us against a third-party claim only to the extent caused by Customer Data you had no right to provide, your unlawful or intentionally harmful use of the Service, or your material infringement of that third party's rights. This obligation does not apply to the extent a claim was caused by our negligence, wilful misconduct, or breach of these Terms.
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 customerservedai@gmail.com, or by mail to Chat Celeste Inc., 12465 Louise Dechene, Montreal, Quebec, Canada H1C 2K5.