1. The service
SupportBot is a Shopify app operated by Printube OÜ ("we", "us"). It provides an AI-powered chat widget that answers store visitors' questions using the merchant's own store content, escalates conversations to the merchant, and offers related tools in the app dashboard. By installing or using the app you agree to these terms.
2. Eligibility and accounts
The app is available to merchants with an active Shopify store. Authentication and access run entirely through your Shopify account: there is no separate SupportBot account or password.
3. Plans, billing, and trials
- Shopify App Pricing is the billing authority for SupportBot. Subscriptions are billed by Shopify on your regular Shopify invoice, and we never see or store your payment details.
- Available plan prices, billing periods, and trial terms are displayed on the Shopify-hosted plan-selection page. Every paid public plan is currently available monthly or yearly, and the yearly option costs less than twelve monthly payments. Features and the monthly AI-reply allowance are identical either way; only the billing period differs.
- Each plan includes a monthly allowance of AI replies, and that allowance resets monthly even on a yearly billing period. When the allowance is used up, we do not charge an overage. The widget keeps answering on a lighter model, with SupportBot branding switched back on, until the next month or a plan upgrade.
- Paid plans currently include a 7-day free trial. Shopify administers plan selection, upgrades, downgrades, renewals, cancellations, and any applicable billing adjustments under the terms it displays.
- Uninstalling the app cancels the subscription automatically.
4. AI-generated answers
Answers are generated by artificial intelligence from your store content. While the system is designed to answer only from your content and to escalate rather than guess, AI output can be inaccurate or incomplete. You are responsible for reviewing how the widget represents your store and for the policies you publish. SupportBot does not provide legal, medical, or financial advice, and answers do not constitute binding offers on your behalf unless your published store policies make them so.
5. Tool-assisted actions
Beyond answering from your synced store content, the widget can take a small set of live, tool-assisted actions on your store's behalf:
- Live lookup: the widget can look up current product, catalog, and store-policy information directly from your store, rather than only from the last content sync.
- Cart and checkout handoff (Growth and Pro plans): when a shopper asks, the widget shows the product's real options and the shopper taps one to add it. The add is performed by the shopper's own browser against Shopify's storefront cart, and the widget then offers a link to Shopify's own checkout. SupportBot itself never completes a purchase, charges a customer, or holds payment details: checkout and payment happen on Shopify.
- Order and return status (Growth and Pro plans): for a signed-in customer, the widget can answer questions about that customer's own order and return status. It never modifies an order and never initiates a return itself; a return request is escalated to you, the same as any other request the widget cannot complete.
The same limitation applies here as in Section 4: AI output can be inaccurate or incomplete, and you are responsible for reviewing how the widget represents your store, your policies, and your orders.
6. Acceptable use
You agree not to:
- use the app for unlawful, deceptive, or harmful purposes;
- attempt to extract other stores' data or interfere with the service's security or operation;
- resell or provide access to the app other than through your own store's widget;
- upload content to the knowledge base that you do not have the right to use.
7. Your content
You retain all rights to your store content, knowledge notes, and conversation data. You grant us the limited license needed to process that content to operate the service (indexing, embedding, generating answers, and displaying transcripts to you). Data handling is described in the Privacy Policy.
8. Availability and changes
We aim for high availability but do not guarantee uninterrupted service. We may modify features over time; material reductions in a paid plan's functionality will be communicated in advance.
9. Disclaimer and limitation of liability
The service is provided "as is" without warranties of any kind. To the maximum extent permitted by law, Printube OÜ's total liability arising out of or relating to the app is limited to the fees you paid for the app in the three months preceding the claim. We are not liable for indirect or consequential damages, including lost sales or lost profits.
10. Termination
You can stop using the app at any time by uninstalling it. We may suspend or terminate access for breach of these terms. Upon uninstall, your data enters the 30-day offboarding and purge lifecycle described in the Privacy Policy.
11. Governing law
These terms are governed by the laws of the Republic of Estonia. Disputes shall be resolved in the courts of Estonia, unless mandatory consumer law in your jurisdiction provides otherwise.
12. Contact
Printube OÜ · support@supportbot.app