1. Provider and scope
These terms govern the use of the Shopify app supportif.AI and the website supportif.ai, operated by Manuel Sampl, Johann-Strauß-Gasse 8, 1040 Vienna, Austria (“we”, “us”). By installing or using the app you accept these terms. The service is offered exclusively to businesses (Shopify merchants); it is not directed at consumers.
2. The service
supportif.AI provides AI-assisted customer support for Shopify stores: a mail client for connected mailboxes, AI triage and drafting of replies, a ticketing system with team assignment, a knowledge base including website knowledge sync, prepared Shopify actions requiring merchant approval, and optional Telegram notifications. The concrete feature set is described on this website and may evolve over time.
3. Account and installation
The app is installed through the Shopify App Store and tied to your Shopify store. You are responsible for the accuracy of the credentials you provide (mailboxes, optional storefront password, optional API keys) and for keeping access to your Shopify account secure.
4. Plans and billing
- Free plan — no subscription fee. AI usage is billed via Shopify's usage-based billing at the AI provider's raw cost plus a 30% markup, up to the spending cap you approve. When the cap is reached, AI processing pauses until you raise the cap.
- Pro plan — USD 99 per 30 days (recurring, billed via Shopify). With your own OpenAI/Anthropic API keys, cloud AI calls are not billed by us; the built-in local model is included.
- All charges are processed by Shopify Billing and become effective upon your approval in the Shopify admin. Fees for elapsed periods are non-refundable except where required by mandatory law. Prices may change with effect for future billing periods; changes require your approval via Shopify.
5. Your responsibilities
- You remain fully responsible for your customer communication, including AI-drafted replies you allow to be sent and Shopify actions you approve.
- Review automation settings (automation level, confidence threshold) so they match your risk tolerance.
- Use the service only for lawful purposes — no spam, no unlawful, infringing or deceptive content.
- Ensure you are entitled to connect the mailboxes you connect and to process the data they contain, and that your own privacy notices cover the use of a support tool with AI processing.
- Keep your storefront password, API keys and Telegram bot tokens confidential; they are stored encrypted, but you control their distribution.
6. AI disclaimer
AI-generated analyses, drafts and suggestions can be incomplete or incorrect. We do not warrant the accuracy of AI output or its fitness for a particular purpose. Human review is recommended; for anything that changes data in your shop, approval by you is mandatory by design. The service does not provide legal, tax or other professional advice.
7. Availability
We operate the service with reasonable care and skill but do not guarantee uninterrupted availability. Planned maintenance and factors outside our control (Shopify, mail providers, AI providers, hosting) may temporarily affect the service. Your mailbox remains the source of truth — emails are never lost by the app being unavailable.
8. Intellectual property and data
The app, website and all related IP remain our property. Your shop data, emails and generated knowledge remain your data; we process it only to provide the service (see the Privacy Policy and DPA). You grant us the technical rights necessary to operate the service.
9. Liability
We are liable without limitation for intent and gross negligence and under mandatory statutory law. For slight negligence we are liable only for breaches of essential contractual obligations, limited to the typical, foreseeable damage, and in total capped at the fees you paid to us in the twelve months preceding the event. We are not liable for indirect or consequential damages, lost profits or data loss to the extent permitted by law. Liability for the content of AI replies you approved or allowed to be sent lies with you as the merchant.
10. Term and termination
You can end the agreement at any time by uninstalling the app; billing stops per Shopify's rules and your data is deleted as described in the Privacy Policy. We may suspend or terminate the service in case of abuse, unlawful use, non-payment or where required by law, and may discontinue the service with reasonable prior notice.
11. Changes to these terms
We may amend these terms with effect for the future. Material changes are announced in the app or by email with reasonable notice. Continued use after the effective date constitutes acceptance.
12. Final provisions
Austrian law applies, excluding its conflict-of-law rules and the UN Sales Convention. Place of jurisdiction is Vienna, Austria. Should individual provisions be invalid, the remainder stays in force. Contact: support@supportif.ai.