1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Merchant", "you", or "your") and Sortiq AI ("Sortiq", "we", "us", or "our") governing your use of the Sortiq AI platform, including the Shopify application, dashboard, chat widget, and all related services (collectively, the "Service").

By installing the Sortiq Shopify application or creating an account, you agree to be bound by these Terms. If you do not agree, do not use the Service.

2. Description of Service

Sortiq AI provides:

• AI-powered customer support agents that respond to customer inquiries on behalf of your Shopify store
• Automated order management including refund, return, and exchange processing based on your configured policies
• Customer relationship management (CRM) with synced Shopify data
• A customizable chat widget for deployment on your Shopify storefront
• Analytics and reporting on customer interactions and support performance
• Knowledge base management for training your AI agent

3. Account Registration

• You must provide accurate and complete information when creating your account.
• You are responsible for maintaining the security of your account credentials.
• You must notify us immediately of any unauthorized access to your account.
• One Shopify store may be connected per merchant account.

4. Data Processing Agreement

4.1 Merchant as Data Controller

You (the Merchant) are the data controller for customer personal data processed through the Service. Sortiq acts as a data processor, processing customer data on your behalf and according to your instructions.

4.2 Our Obligations

• Process customer data only for the purposes of providing the Service as described in our Privacy Policy
• Implement appropriate technical and organizational security measures to protect personal data
• Not sell, rent, or share customer data with third parties for their own purposes
• Promptly notify you of any data breach affecting your customer data
• Delete all customer data upon store disconnection or account termination
• Comply with Shopify's mandatory GDPR webhooks (data request, customer redaction, shop redaction)

4.3 Your Obligations

• Ensure you have the legal basis to collect and share customer data with the Service
• Inform your customers that an AI assistant is used for customer support
• Maintain appropriate privacy policies on your Shopify store
• Configure AI agent policies (refund, return, exchange) accurately and in compliance with applicable consumer protection laws

5. AI Agent Disclaimer

• The AI agent provides automated responses based on your configured policies and knowledge base. It is not a substitute for human judgment in complex or sensitive situations.
• You are responsible for reviewing and configuring your AI agent policies appropriately.
• Sortiq is not liable for any decisions made by the AI agent, including refund approvals, return authorizations, or customer communications.
• We recommend reviewing AI-generated support tickets regularly and maintaining human oversight of automated actions.

6. Acceptable Use

You agree not to:

• Use the Service for any unlawful purpose or in violation of any applicable laws or regulations
• Attempt to access other merchants' data or accounts
• Reverse engineer, decompile, or disassemble any part of the Service
• Use the Service to send spam, unsolicited messages, or deceptive communications
• Interfere with or disrupt the integrity or performance of the Service
• Upload malicious content to the knowledge base or agent configuration

7. Intellectual Property

• The Service, including all software, algorithms, designs, and documentation, is owned by Sortiq AI and protected by intellectual property laws.
• You retain ownership of your store data, customer data, knowledge base content, and agent configurations.
• You grant us a limited license to process your data solely for the purpose of providing the Service.

8. Service Availability

• We strive to maintain high availability but do not guarantee uninterrupted service.
• We may perform scheduled maintenance with reasonable advance notice.
• Service availability depends on third-party providers including Shopify, OpenAI, and cloud infrastructure providers.

9. Limitation of Liability

To the maximum extent permitted by applicable law:

• Sortiq shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service.
• Our total liability for any claims arising from the Service shall not exceed the amount you paid us in the twelve (12) months preceding the claim.
• We are not liable for losses resulting from AI agent actions, including incorrect refund approvals, inaccurate customer responses, or policy misconfigurations.

10. Termination

• You may terminate your account at any time by disconnecting your store or uninstalling the Shopify app.
• Upon termination, all your data (customers, orders, conversations, agents, knowledge base, tickets) will be permanently deleted.
• We may suspend or terminate your access if you violate these Terms, with notice where practicable.
• Sections 5 (AI Disclaimer), 7 (IP), 9 (Liability), and 11 (Governing Law) survive termination.

11. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Netherlands, without regard to conflict of law principles. Any disputes arising from these Terms shall be resolved in the courts of Amsterdam, the Netherlands.

12. Changes to Terms

We may modify these Terms at any time. Material changes will be communicated via email or in-app notification at least 30 days before they take effect. Continued use of the Service after changes constitutes acceptance of the updated Terms.

13. Contact

For questions about these Terms, contact us at:

• Email: legal@sortiq.ai
• Support: Via the Sortiq dashboard Help & Support section