Terms of Service

Last updated: May 26, 2026

1. Agreement

By installing or using RetainAI (the "Service"), you (the merchant) agree to these Terms of Service. If you don't agree, do not install the app. We may update these terms; continued use after an update constitutes acceptance.

2. What the Service does

RetainAI sends automated, AI-generated emails on your behalf to your customers — abandoned-cart recovery emails and post-fulfillment review requests — using data made available by your Shopify store under the scopes you approved at install.

3. Your responsibilities

  • You confirm you have lawful basis to email the customers whose data your store provides to us (e.g. transactional follow-up).
  • You will comply with all applicable anti-spam laws (CAN-SPAM, CASL, GDPR, etc.) in your jurisdiction and your customers'.
  • You are responsible for the content of marketing communications attributed to your store, including AI-generated copy you elect to send.
  • You will not use the Service to send unsolicited bulk email, deceptive content, or anything illegal.

4. Plans, billing, and trials

  • Pricing is shown in the app at the time of upgrade. Paid plans are billed monthly through Shopify's Billing API and appear on your Shopify invoice.
  • Free trials, where offered, convert into paid subscriptions automatically unless cancelled before the trial ends.
  • You can cancel any time from inside the app. Cancellation takes effect at the end of the current billing period; we do not pro-rate refunds for partial months.

5. Fair use of monthly email allowance

Each plan includes a monthly outbound-email allowance: 50 (Free), 1,000 (Pro), 10,000 (Growth). The allowance resets on the first day of each calendar month.

  • When you reach your allowance for the current month, the cron schedulers automatically pause further automated sends from your store. No emails are dropped silently from the next cycle — they resume on the 1st of the following month.
  • If your store consistently exceeds its plan's allowance (i.e., your actual monthly email demand routinely sits above the plan cap), we will email a recommendation to your store's contact address suggesting you move to the next tier. Your account will not be auto-charged at the higher tier without your explicit upgrade in-app — we never raise the price you pay without your say-so.
  • Allowances assume normal Shopify retention usage — recovery emails for actual abandoned checkouts, review requests for fulfilled orders, and loyalty reward delivery. Plans are not intended to be used as a generic transactional or marketing-broadcast platform, and we reserve the right to suspend accounts that use the service in that way.
  • We do not bill overage charges. Cap-hit means "pause and resume next month or upgrade", not "keep sending and surprise-bill you".

6. AI-generated content

Email subject lines and body copy are generated by a third-party Large Language Model. While we tune prompts for quality, we do not guarantee that every generated message will be free of error or suitable for your brand. You are responsible for the messages sent under your store's name; the Service includes settings to pause or disable automated sends.

7. Service availability

We aim for high availability but do not promise uninterrupted service. Scheduled email sends may be delayed by outages at Shopify, our hosting provider, our database provider, our AI provider, or our email provider. We are not liable for missed sends caused by upstream provider outages.

8. Data & privacy

Our handling of merchant and customer data is described in our Privacy Policy, which is incorporated into these terms.

9. Termination

You may uninstall the app from your Shopify admin at any time. We may suspend or terminate accounts that violate these terms, are fraudulent, or expose us to legal risk. Upon uninstall, your data will be deleted in line with the retention schedule in the Privacy Policy.

10. Disclaimer & limitation of liability

The Service is provided "as is" without warranties of any kind. To the maximum extent permitted by law, our aggregate liability for any claim arising from your use of the Service is limited to the fees you paid us in the twelve months preceding the claim. We are not liable for indirect, consequential, or lost-profit damages.

11. Governing law

These terms are governed by the laws of the Province of Ontario, Canada, without regard to its conflict-of-law principles. Disputes will be resolved in the courts of Toronto, Ontario.

12. Contact

Questions? Email support@retain-ai.app.