By installing and using SupportPilot AI ("the App"), you ("Merchant", "you") agree to these Terms of Service. If you do not agree to these terms, please uninstall the App and discontinue use.
These terms constitute a binding agreement between you and SupportPilot AI ("we", "our", "us").
2. Service Description
SupportPilot AI is a Shopify application that provides:
AI-Powered Ticket Management: Automatic classification and response generation for customer support emails
Multi-Channel Support: Integration with Gmail, Instagram, and storefront chat widget
Playbook Automation: Rule-based workflows to automate common support scenarios (refunds, cancellations, shipping inquiries)
Knowledge Base: Semantic search across your store's documentation for accurate AI responses
Shopify Actions: AI-assisted order management including cancellations, refunds, and gift card creation
3. Subscriptions & Billing
SupportPilot AI offers the following plans:
Plan
Messages/month
Price
Free
50 (lifetime)
$0
Starter
60
$29/month
Growth
175
$69/month
Scale
500
$149/month
All payments are processed through Shopify Billing API
Subscriptions are renewed automatically each billing cycle
Usage resets at the beginning of each billing period
Unused messages do not roll over to the next period
You may upgrade, downgrade, or cancel at any time through the App
4. Acceptable Use
You agree to:
Use the service in compliance with all applicable laws and regulations
Not use the service to send spam, unsolicited communications, or abusive content
Not attempt to circumvent plan limits, rate limits, or security measures
Not resell, redistribute, or sublicense the service
Not use the service to process data unrelated to customer support
Review AI-generated responses before they are sent to customers when auto-reply is disabled
5. AI-Generated Content
Important: SupportPilot AI uses artificial intelligence to generate customer support responses. While we strive for accuracy, AI-generated content may occasionally contain errors or inaccuracies.
You are solely responsible for reviewing and approving AI-generated responses
We recommend keeping auto-reply disabled for sensitive topics (refunds, cancellations) until playbooks are properly configured
SupportPilot AI is not liable for any damages arising from incorrect AI-generated responses
AI responses are generated using third-party models (Anthropic Claude) subject to their own terms
6. Intellectual Property
SupportPilot AI and all its components (code, design, algorithms, documentation) are the exclusive property of SupportPilot AI. You are granted a limited, non-exclusive, non-transferable license to use the App during your active subscription.
Your store data, customer data, and custom playbooks remain your property. We claim no ownership over content processed through the service.
7. Limitation of Liability
SupportPilot AI is provided "as is" without warranties of any kind, express or implied. We do not guarantee:
The accuracy or appropriateness of AI-generated responses
Uninterrupted availability of the service
The absence of bugs, errors, or security vulnerabilities
Compatibility with all Shopify themes or third-party apps
In no event shall SupportPilot AI be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, or business opportunities, arising from the use of the service.
Our total liability shall not exceed the amount paid by you for the service in the 12 months preceding the claim.
8. Termination
You may cancel your subscription and uninstall the App at any time through Shopify
Upon uninstallation, all your data will be deleted within 48 hours (as per our Privacy Policy)
We reserve the right to suspend or terminate your account for violation of these terms, with prior notice when possible
No refunds are provided for partial billing periods upon cancellation
9. Changes to Terms
We may update these Terms of Service at any time. Changes will be communicated through:
An in-app notification
Email to the merchant's registered address
Updated "Last updated" date on this page
Continued use of the service after changes constitutes acceptance of the new terms.
10. Governing Law
These Terms of Service are governed by and construed in accordance with the laws of France. Any disputes shall be submitted to the competent courts of Paris, France.