Terms of Service

Last updated: April 16, 2026

These Terms of Service ("Terms") govern your use of the Respondro application ("Service") provided by Respondro ("we", "our", "us"). By installing or using Respondro, you agree to these Terms.

1. Service Description

Respondro is an AI-powered customer service automation tool for Shopify stores. The Service:

• Receives customer emails via email forwarding or IMAP connection
• Classifies emails by intent and priority using AI
• Generates draft responses using AI (Anthropic Claude)
• Optionally sends automated replies based on your configured rules
• Executes Shopify actions (refunds, cancellations, address changes) when authorized by your plan and settings

2. Account and Installation

• You must have a valid Shopify store to use Respondro.
• You are responsible for maintaining the security of your account credentials.
• You must provide accurate information when connecting your email and Shopify store.
• You are responsible for all activity that occurs under your account.

3. Subscription and Billing

• Respondro offers a 4-day free trial with a limit of 15 emails per day (60 total).
• After the trial, you must select a paid plan to continue using the Service.
• All billing is processed through Shopify's billing system. Your Respondro subscription appears on your regular Shopify invoice.
• Plans are billed monthly or annually, depending on your selection.
• You may upgrade, downgrade, or cancel your plan at any time from the Respondro settings page.
• Cancellation takes effect at the end of the current billing period. No partial refunds are provided for unused time.
• We reserve the right to change pricing with 30 days' notice. Existing subscribers are grandfathered at their current rate for the remainder of their billing cycle.

4. Email Limits and Usage

• Each plan includes a monthly email processing limit. When you reach your limit, AI processing pauses but emails continue to be imported into your Review Board.
• Email counts reset at the start of each billing cycle.
• We will notify you when you reach 90% of your monthly limit.
• Upgrading your plan immediately increases your limit for the current cycle.

5. AI-Generated Content

• Respondro uses AI to generate email drafts and classify customer inquiries. AI-generated content may contain errors.
• You are ultimately responsible for all communications sent from your store, whether drafted by AI or written manually.
• We strongly recommend reviewing AI-generated responses before sending, especially for high-stakes communications (refunds, complaints, legal inquiries).
• The "auto-reply" feature sends AI-generated responses without human review. By enabling auto-reply, you accept full responsibility for automated communications sent on your behalf.
• Respondro is not liable for any damages arising from AI-generated content, including incorrect information, inappropriate responses, or missed escalations.

6. Shopify Actions

• When enabled, Respondro can execute Shopify actions (refunds, cancellations, address changes) on your behalf.
• You control which actions are automated through the AI Autonomy settings in the app.
• Refund limits and action permissions are governed by your subscription plan.
• You are responsible for configuring appropriate limits and reviewing the AI's actions. Respondro is not liable for refunds, cancellations, or other actions executed automatically based on your settings.

7. Data and Privacy

Your use of the Service is also governed by our Privacy Policy, which describes how we collect, use, and protect your data.

8. Acceptable Use

You agree not to:

• Use the Service to send spam, unsolicited emails, or misleading communications
• Attempt to bypass email limits, billing, or security controls
• Use the Service in violation of any applicable laws or regulations
• Reverse engineer, decompile, or attempt to extract the source code of the Service
• Share your account credentials with unauthorized third parties
• Use the Service to process emails unrelated to customer service for your Shopify store

9. Service Availability

• We aim for 99.9% uptime but do not guarantee uninterrupted service.
• We may perform maintenance that temporarily affects availability. We will provide reasonable notice when possible.
• We are not responsible for downtime caused by Shopify, email providers, AI providers, or other third-party services.

10. Limitation of Liability

To the maximum extent permitted by law:

• Respondro is provided "as is" without warranties of any kind, express or implied.
• We are not liable for any indirect, incidental, consequential, or punitive damages arising from your use of the Service.
• Our total liability for any claim related to the Service is limited to the amount you paid for the Service in the 12 months preceding the claim.
• We are not liable for any actions taken by the AI on your behalf, including refunds, cancellations, or customer communications.

11. Termination

• You may terminate your use of the Service at any time by uninstalling the app from your Shopify store.
• We may suspend or terminate your account if you violate these Terms or engage in activity that harms the Service or other users.
• Upon termination, your data is retained for 48 hours and then permanently deleted.

12. Governing Law

These Terms are governed by the laws of Denmark. Any disputes arising from these Terms will be resolved in the courts of Copenhagen, Denmark.

13. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes via email or through the app. Continued use of the Service after changes constitutes acceptance of the updated Terms.

14. Contact

For questions about these Terms, contact us at:

Email: support@respondro.ai
Company: Respondro
Location: Copenhagen, Denmark