Terms of Service

These Terms of Service (“Terms”) govern your access to and use of the Resolvas service (the “Service”). By installing or using the Service, you agree to be bound by these Terms. If you do not agree, do not use the Service.

1. The Service

Resolvas Customer Service LLC, a Kansas limited liability company (“Resolvas,” “we,” or “us”), provides an AI-powered customer support agent for Shopify merchants. The Service interprets incoming support tickets, validates proposed actions against merchant-configured policies, and executes approved actions (such as refunds, order edits, returns, store credit issuance, and discount code creation) through Shopify’s Admin GraphQL API.

2. Eligibility

You must be at least 18 years old and authorized to bind the Shopify store on which the Service is installed. By installing the Service, you represent that you have this authority.

3. Account and access

The Service is installed via the Shopify App Store and authenticated through Shopify’s OAuth flow. You are responsible for maintaining the confidentiality of your Shopify account credentials and for any activity that occurs under your account.

4. Acceptable use

You agree not to:

• Use the Service for any unlawful purpose;
• Reverse-engineer, decompile, or attempt to extract source code from the Service;
• Use the Service to harass, defraud, or deceive customers;
• Configure policies that knowingly violate consumer protection laws in the merchant’s jurisdiction;
• Resell or sublicense the Service without prior written consent;
• Interfere with the integrity of the Service, including via attempted prompt injection, DDoS, or unauthorized access.

5. Merchant responsibilities

The merchant is solely responsible for:

• Configuring policies, dollar caps, and exclusion rules accurately;
• Reviewing the audit log and disputing any incorrect charges promptly;
• Complying with applicable consumer protection, privacy, and tax laws in jurisdictions where the merchant operates;
• Communicating to end customers that AI-assisted support is in use, where required by law.

6. Pricing and billing

The Service is billed through Shopify Billing on a tiered subscription: a fixed monthly base fee that includes a set allotment of tickets, plus a per-ticket overage charge for tickets beyond that allotment, capped each billing period. Every paid plan includes a 14-day free trial; a free tier with a fixed monthly ticket allotment is available without a subscription. Current plan tiers, allotments, and overage rates are shown on the pricing page and in the in-app billing settings.

The definition of a billable “ticket” is published in the Service’s in-app documentation and may be revised with at least 30 days’ notice. You are charged per ticket the Service finishes on your behalf, in three cases: the ticket resolved end to end; the Service prepared a remedy and you approved or denied it in one click; or the Service executed a return where the only remaining step is sending the customer their return label. Tickets the Service escalates for your team to handle are not billed. Spam and conversations blocked as abuse or prompt-injection are not billed; a single ticket is charged at most once; a cap of five billable tickets per customer applies in any rolling 30-day window; and a charge is voided automatically if the customer replies within 72 hours indicating the issue was not resolved. Merchants who believe a ticket was billed in error can raise it with our team at support@resolvas.com, and any charge confirmed as erroneous is credited.

7. Service availability

We aim for high availability but do not guarantee uninterrupted service. Planned maintenance will be communicated in advance where reasonably possible. The Service may be unavailable due to factors outside our control, including upstream provider outages (Shopify, our LLM providers, our hosting provider).

8. Intellectual property

The Service, including its software, design, and documentation, is the property of Resolvas and protected by intellectual property laws. You receive a limited, non-exclusive, non-transferable license to use the Service during the term of your subscription.

Merchant configuration data, knowledge base content, and audit logs remain the property of the merchant. Resolvas’s rights are limited to processing such data to provide the Service.

9. AI-generated content

Responses generated by the Service’s AI components are produced by large language models and may occasionally contain errors. The Service’s policy engine constrains the actions an AI can take, but the merchant is encouraged to review the audit log periodically and refine policies as needed.

10. Disclaimer of warranties

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, TO THE FULLEST EXTENT PERMITTED BY LAW.

11. Limitation of liability

TO THE FULLEST EXTENT PERMITTED BY LAW, RESOLVAS’S TOTAL LIABILITY ARISING OUT OF OR RELATED TO THE SERVICE WILL NOT EXCEED THE AMOUNT YOU PAID FOR THE SERVICE IN THE TWELVE MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY. RESOLVAS WILL NOT BE LIABLE FOR INDIRECT, CONSEQUENTIAL, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES.

12. Indemnification

You agree to indemnify and hold Resolvas harmless from any claims arising out of your misuse of the Service, your breach of these Terms, or your violation of applicable law.

13. Termination

You may terminate by uninstalling the Service from your Shopify admin. We may terminate or suspend access for breach of these Terms with notice where reasonably possible. Upon termination, the data deletion procedures described in our Privacy Policy apply.

14. Changes to these Terms

We may update these Terms. Material changes will be announced to active merchants at least 30 days before they take effect. Continued use after the effective date constitutes acceptance.

15. Governing law

These Terms are governed by the laws of the State of Kansas, without regard to its conflict-of-law principles. Disputes will be resolved as set out in Section 16 (Dispute resolution) below, or otherwise in the state and federal courts located in Johnson County, Kansas, where permitted by law.

16. Dispute resolution; binding arbitration; class-action waiver

PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS, INCLUDING YOUR RIGHT TO BRING A LAWSUIT IN COURT AND TO HAVE A JURY TRIAL.

(a) Informal resolution first. Before starting any formal proceeding, you agree to contact us at support@resolvas.com and attempt in good faith to resolve the dispute informally for at least thirty (30) days after written notice describing it.

(b) Binding arbitration. Except as stated below, any dispute, claim, or controversy arising out of or relating to these Terms or the Service that is not resolved informally will be resolved exclusively by final and binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules, rather than in court. The U.S. Federal Arbitration Act governs the interpretation and enforcement of this Section. The arbitration will be conducted in Johnson County, Kansas, or by videoconference at the parties’ election, and judgment on the award may be entered in any court of competent jurisdiction.

(c) Class-action waiver. You and Resolvas agree that each may bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated, or representative proceeding. The arbitrator may not consolidate more than one party’s claims or preside over any class or representative proceeding.

(d) Jury-trial waiver. To the fullest extent permitted by law, you and Resolvas each waive any right to a trial by jury.

(e) Exceptions. Either party may (i) bring an individual claim in small-claims court, and (ii) seek injunctive or other equitable relief in a court of competent jurisdiction to protect its intellectual property or confidential information.

(f) Opt-out. You may opt out of this arbitration agreement by sending written notice to support@resolvas.com within thirty (30) days of first accepting these Terms. Opting out will not affect any other provision of these Terms.

17. General

(a) Entire agreement. These Terms, together with the Data Processing Agreement and Privacy Policy incorporated by reference, are the entire agreement between you and Resolvas regarding the Service and supersede all prior agreements and understandings on the subject.

(b) Severability. If any provision of these Terms is held invalid or unenforceable, that provision will be limited or removed to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

(c) No waiver. Our failure to enforce any right or provision of these Terms will not be a waiver of that right or provision.

(d) Assignment. You may not assign or transfer these Terms without our prior written consent. We may assign these Terms, in whole or in part, including in connection with a merger, acquisition, reorganization, or sale of assets. Any attempted assignment in violation of this Section is void.

(e) Force majeure. Neither party is liable for any failure or delay in performance (other than payment obligations) caused by events beyond its reasonable control, including acts of God, natural disasters, war, terrorism, civil unrest, labor disputes, governmental action, and internet, utility, or third-party-provider outages (including Shopify, our LLM providers, and our hosting provider).

(f) Relationship of the parties. The parties are independent contractors. These Terms create no partnership, joint venture, agency, fiduciary, or employment relationship.

(g) Notices. We may provide notices to you by in-app notification, the email associated with your Shopify account, or by posting to our website. You may send notices to us at support@resolvas.com.

(h) Survival. Provisions that by their nature should survive termination, including Intellectual Property, Disclaimer of Warranties, Limitation of Liability, Indemnification, Dispute Resolution, and this General section, survive termination of these Terms.

(i) Headings. Section headings are for convenience only and do not affect interpretation.

18. Data processing

Where the Service processes personal data of your end customers, it does so on your behalf as your processor. That processing is governed by our Data Processing Agreement (“DPA”), which is incorporated into these Terms by reference. By using the Service you agree to the DPA. How we handle data generally is described in our Privacy Policy.

19. Contact

Questions about these Terms should be sent to support@resolvas.com.