Terms of Service

Last updated: 24 October 2026

These terms apply to stores (“you”) that install or use 7x24hrs AI Support (“the app”, “we”). By installing the app you agree to them. Questions: [email protected].

1. What the app does

The app adds a chat assistant to your storefront. It answers shoppers' questions using the products, prices, stock and policies it reads from your store, looks up an order's status when a shopper gives the order number and matching e-mail address, and passes requests that need a person to you. If you switch it on (Shopify stores), it can also cancel an unshipped order or change its delivery address when the shopper asks, after the shopper types a one-time code e-mailed to the address on the order. Up to a limit you set, it can also refund an order after that code; a refund above the limit waits for your approval. With that code it can also submit a return request, which you approve or decline in Shopify, and give the shopper a discount code up to a limit you set; a code above the limit waits for your approval.

2. AI answers

The assistant is an AI system. It is built to answer only from your store's information and to say so when the information is missing, but it can still be wrong or incomplete. You are responsible for the content of your store, for reviewing what the assistant was asked, and for your dealings with your shoppers. The assistant is not authorised to change your prices or policies or to make commitments on your behalf, and its answers are not legal, medical, financial or safety advice.

3. Your responsibilities

• Keep your product information and policies accurate: the assistant repeats what your store says.
• Tell your shoppers, in your own privacy notice, that the chat is provided by an AI assistant operated by a service provider. The chat itself is labelled as an AI assistant.
• Use the app only for a lawful store, and do not use it to send spam, to mislead shoppers, or to try to break or overload the service.
• Keep the chat destinations you connect (e-mail, Slack, Discord, Telegram) limited to people who are allowed to see shopper requests.
• Pictures you upload, such as a mascot or a character's photo, must be yours to use: you are responsible for their copyright and lawfulness. If a rights holder sends us a valid notice, we may take the picture down.

4. Plans and billing

The app has a free plan and paid plans, paid monthly or yearly (a year costs 10 times the monthly price), each with a number of conversations per calendar month; on a yearly plan the conversations are still counted per calendar month. The current plans and prices are shown in the app and on our website.

Shopify stores. Paid plans are charged by Shopify on your Shopify bill, and payment and refunds of those charges follow Shopify's billing rules. Uninstalling the app ends the subscription. Yearly plans are charged once a year; how a change of plan, or between monthly and yearly, takes effect and what is credited follow Shopify's billing rules. If a Shopify charge for the app looks wrong, write to [email protected] and we will help.

Other websites. Paid plans are charged monthly or yearly in advance to your card through our payment provider, Stripe. You can switch plan at any time in the dashboard, and the new plan starts at once. Moving to a larger plan is charged at once for the rest of the current billing period, less the unused part of the old plan. Moving to a smaller plan gives you the unused part of the old plan, less the new plan's price for the rest of the period, as credit on your account; the credit is used for your next bills before your card is charged. These differences are worked out by Stripe in proportion to the time left, counted by the second. Switching between monthly and yearly billing starts a new billing period on that day: the new period's price is charged at once, less the unused part of the old plan, and anything left over becomes credit on your account.

You can cancel at any time in the dashboard, and deleting the website cancels too. A cancelled plan ends at once, the website goes back to the free plan, and what you paid for but have not used is refunded to the card you paid with: the unused part of the current billing period, in proportion to the time left and counted by the second, together with any credit from earlier plan changes that has not yet been used. For example, cancelling 10 days into a 30-day period without any plan change refunds 20/30 of what you paid for that period. On a yearly plan the billing period is the year, and its unused part is refunded in the same way. Once refunded, that amount is taken off your account's credit, so it is never both refunded and kept as credit. A refund is never more than you paid by card. If a payment fails, your plan stays in force while Stripe tries the card again over the following days; if it keeps failing, the subscription ends and the website goes back to the free plan. At present no sales tax or VAT is added: the prices shown are what you pay. If we ever have to add tax where you are, we will tell you in advance, before it applies to your subscription.

If you were charged by mistake, write to [email protected] within 14 days of the charge and we will refund it in full. Refunds reach your card in 5–10 business days. There are no overage charges: when a month's conversations are used up, new shoppers are asked to e-mail you until the next month begins. You can change plan or cancel at any time in the app or the dashboard. If we change prices, we will tell you in advance; a new price applies to an existing subscription only once you approve it.

Custom mascots. An animated mascot of your own costs USD 500 per character, paid once (one character is one picture with its animation settings). Before it has been shown on your website you can ask for a full refund; once it has been shown, it is not refundable.

Sponsored tabs on the live demo. Websites on a paid plan that carry our widget, pass our check and are approved by us can bid for one of five tabs in our live demo. There are three shifts a day (00:00–08:00, 08:00–16:00 and 16:00–24:00 UTC), each with its own auction, and a place is shown for one week, from Sunday 00:00 to the next Sunday 00:00 UTC. Bids are taken from Monday 00:00 to Thursday 12:00 UTC before that week; a bid in the last 10 minutes extends that shift's auction to 10 minutes after the bid, until 10 minutes pass without one. The five highest bids win in order (place 1 needs at least USD 79, the others at least USD 29), and each winner pays their own bid.

Taking part in one shift's auction costs USD 3 per week, charged when the auction opens and not refunded, whether you win or not. You are only entered automatically after you have agreed to it once, explicitly, and saved a card for it; from then on you are entered every week in the shifts you chose until you cancel, which you can do at any time in the dashboard, and we remind you 24 hours before each auction opens. A winning bid is charged to the saved card when the auction ends; if that fails you have 24 hours to pay through the link we send, after which the place goes to the next bidder. If your website is down, or our widget is missing from it, for more than 2 hours while your tab is shown, the tab is paused and the paused hours of your shift are refunded in proportion at the end of the week. We may refuse or take down any sponsored tab at our discretion, for example for content that breaks these terms or the law; a tab taken down for breaking the rules is not refunded.

5. Your data

You keep all rights in your store's content and your shoppers' information. You allow us to use them only to provide the app to you. How we handle them is described in the Privacy Policy, which is part of these terms. Where data protection law requires a data processing agreement between us, write to us and we will provide one.

6. Availability and changes

We work to keep the app running at all hours, but we do not promise that it will be uninterrupted or error-free. The app depends on services we do not control, including Shopify and AI model providers. We may change or remove features; if we discontinue the app we will give you reasonable notice.

7. Suspension and ending

You can stop using the app at any time by uninstalling it. We may suspend or end your access if you break these terms or if your use puts the service or other stores at risk; where we reasonably can, we will warn you first.

8. Disclaimers and limits of liability

The app is provided “as is” and “as available”. To the extent the law allows, we disclaim all implied warranties, including fitness for a particular purpose. To the extent the law allows, we are not liable for lost profits, lost sales or indirect or consequential losses, and our total liability for any claim relating to the app is limited to the amount you paid for the app in the three months before the claim arose. Nothing in these terms limits liability that cannot be limited by law.

9. Changes to these terms

We may update these terms. We will change the date above and, for significant changes, tell you in the app before they take effect. Continuing to use the app after that means you accept the updated terms.

10. Contact

7x24hrs AI Support — [email protected]