Shoply Live Chat Terms of Use

Effective: July 31, 2026

These Shoply Live Chat Terms of Use (the “Terms”) are an agreement between Shoply AI, Inc., together with its affiliates (“Shoply,” “we,” “our,” or “us”), and the person who activates or uses a Shoply Live Chat support-agent account (“you”). These Terms govern your access to the Shoply Live Chat web, iOS, Android, and related support-agent services, including AI-assisted features (the “Live Chat Service”).

If you use the Live Chat Service for a business or other organization (the “Merchant”), you represent that you are authorized to act for that Merchant. Any separate written agreement between Shoply and the Merchant controls if it conflicts with these Terms.

By activating an account, selecting the password-setup agreement checkbox, or using the Live Chat Service, you agree to these Terms, the Privacy Policy, and the Acceptable Use and Community Standards. You must be legally able to enter into these Terms and authorized by the Merchant to access its customer-support information. If you do not agree, do not activate or use the account.

You must provide accurate account information, protect your credentials, and use only the account assigned to you. You may not share credentials, allow an unauthorized person to access the Live Chat Service, or attempt to bypass access controls. Notify the Merchant and Shoply promptly if you suspect unauthorized access or a security incident. The Merchant may administer, restrict, or remove agent accounts associated with its store.

Subject to these Terms and the Merchant’s applicable subscription or service agreement, Shoply grants you a limited, non-exclusive, non-transferable, revocable right to use the Live Chat Service solely to provide authorized customer support for the Merchant. You may not copy, sell, sublicense, reverse engineer, disrupt, or create derivative works from the Live Chat Service except where applicable law does not permit that restriction.

Customer conversations, attachments, account context, order information, and related support records may contain confidential or personal information. You may access and use that information only as needed to provide authorized support, follow the Merchant’s instructions, and comply with applicable law. The Merchant is responsible for its products, customer promises, notices, permissions, retention choices, and instructions to its agents. Do not export, disclose, or use customer information for an unrelated purpose.

The Live Chat Service may offer AI-assisted reply drafts, automated answers, image analysis, and conversation handoff. As disclosed during account activation and in the Privacy Policy, these features may send authorized conversation content to third-party AI service providers. Shoply applies the customer’s current AI data-sharing choice before sending customer content for AI processing. You must not attempt to bypass that choice or any related technical control.

AI output may be incomplete, inaccurate, or inappropriate. You are responsible for reviewing an AI-generated draft before sending it and for the support response ultimately provided to the customer. Do not rely on AI output as professional, legal, medical, financial, or other expert advice.

You must comply with Shoply’s Acceptable Use and Community Standards, which are incorporated into these Terms. Among other things, you may not use the Live Chat Service for unlawful activity, harassment, exploitation, phishing, malware, unauthorized surveillance, privacy abuse, spam, or attempts to defeat security or usage limits.

As between Shoply and the Merchant, the Merchant retains its rights in content it and its users submit to the Live Chat Service. The Merchant and its authorized agents grant Shoply the rights reasonably necessary to host, transmit, process, secure, and display that content to operate the Live Chat Service. The Privacy Policy describes how Shoply handles personal information and AI processing.

Shoply and its licensors retain all rights in the Live Chat Service, including its software, interfaces, designs, documentation, trademarks, and related technology. If you provide feedback, you permit Shoply to use it without restriction or compensation, provided Shoply does not publicly identify you without permission.

The Live Chat Service may interoperate with storefront platforms, notification services, hosting providers, AI providers, and other third-party services. Their own terms and policies may apply, and Shoply is not responsible for a third party’s service. If you download the iOS application through Apple’s App Store, Apple’s Standard Licensed Application End User License Agreement also governs the license to the installed application.

Agent access is generally provided under the Merchant’s Shoply subscription or platform arrangement. Fees, billing, renewals, refunds, taxes, and plan limits are governed by the agreement or ordering channel through which the Merchant obtained the service. These Terms do not create a separate payment obligation for an invited agent unless Shoply and that agent expressly agree otherwise.

Shoply may update, suspend, or discontinue features and may impose reasonable limits needed for security, reliability, legal compliance, or service operation. The Live Chat Service may occasionally be unavailable due to maintenance, third-party failures, or events outside Shoply’s reasonable control. Shoply does not guarantee uninterrupted or error-free operation.

You may stop using the Live Chat Service at any time. The Merchant may remove your access. Shoply may restrict, suspend, or terminate access if we reasonably believe that you violated these Terms, created a security or legal risk, used the service without authorization, or failed to comply with an applicable Merchant agreement. Sections that by their nature should survive termination will survive, including ownership, disclaimers, liability limitations, and dispute provisions.

To the maximum extent permitted by law, the Live Chat Service is provided “as is” and “as available.” Shoply disclaims implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement. Shoply does not warrant that customer information, AI output, third-party content, or the Live Chat Service will always be accurate, complete, secure, available, or free of harmful components. These disclaimers do not limit rights that cannot lawfully be waived.

To the maximum extent permitted by law, Shoply and its affiliates, officers, employees, licensors, and service providers will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, revenues, goodwill, data, or business interruption arising from the Live Chat Service. Shoply’s total liability arising from these Terms will not exceed the greater of US $100 or the amount paid directly to Shoply for the affected Live Chat Service during the twelve months before the event giving rise to the claim. These limits do not apply where prohibited by law.

These Terms are governed by the laws of the State of California, without regard to conflict-of-laws rules. Except where applicable law requires otherwise, disputes arising from these Terms or the Live Chat Service will be brought exclusively in the state or federal courts located in San Francisco County, California, and each party consents to those courts’ jurisdiction. Nothing in these Terms limits non-waivable consumer or employment rights that apply in your place of residence.

These Terms, together with the incorporated policies and any controlling Merchant agreement, are the entire agreement concerning your use of the Live Chat Service. If a provision is unenforceable, the remaining provisions remain effective. A failure to enforce a provision is not a waiver. You may not assign these Terms without Shoply’s consent; Shoply may assign them as part of a merger, acquisition, reorganization, or transfer of the relevant service.

Shoply may update these Terms as the Live Chat Service, business practices, or legal requirements change. The updated date above identifies the current version. Shoply will provide additional notice of material changes when required by law or an applicable agreement. Continued use after updated Terms take effect constitutes acceptance where permitted by law.

Questions about these Terms may be sent to customer-obsession@shoplyai.ai.