Terms of Service

Last updated: 25 April 2026

These terms govern your use of Tendo. By installing the app on your Shopify store and clicking Approve, you agree to be bound by them. If you don't agree, don't install — or uninstall.

1. The service

Tendo is a Shopify app that drafts customer-support replies, proposes refunds against your Shopify orders, and routes difficult tickets to you for review. You retain full control: Tendo never sends a reply or issues a refund without your explicit per-action approval, except where you opt-in to autonomous behavior in your guardrail settings.

2. Eligibility

You must be the owner or an authorized administrator of the Shopify store on which you install Tendo. You must be at least 18 years old (or the age of majority in your jurisdiction) and capable of entering into a binding contract.

3. Your account and content

You're responsible for keeping your Shopify and connected-inbox credentials secure. You're responsible for the content you paste into Tendo (return policies, FAQ text, sample replies). You confirm you have the right to upload that content and that sharing it with Tendo's processors is permitted.

Customer support emails forwarded to Tendo by you contain your end-customers' personal data. You confirm your privacy policy permits the processing described in our Privacy Policy.

4. Acceptable use

You agree not to:

• Use Tendo to send spam, phishing, or other unsolicited mass mail.
• Use Tendo to abuse, harass, threaten, or defame customers or third parties.
• Reverse-engineer the service, scrape it, attempt to bypass rate limits, or interfere with other merchants' use.
• Resell or sublicense Tendo without our written consent.
• Use Tendo for any illegal activity or in violation of Shopify's Terms of Service.

5. Pricing and billing

Tendo charges $79 USD per month, billed through the Shopify Billing API. New installs include a 14-day free trial; you'll only be charged after the trial ends and only if you choose to continue.

Subscription fees are non-refundable except where required by law. Pro-rated refunds for unused days within a billing cycle will be issued on uninstall, at our discretion, on request.

We may change pricing for new installs at any time; existing subscriptions are honored at their current rate for at least 30 days after notice of any change.

6. Service availability

Tendo is provided on an "as is" and "as available" basis. We aim for high availability but do not commit to a specific uptime SLA at this time. Outages, latency, or interruptions in the underlying providers (Shopify, Anthropic, Postmark, Supabase, Fly.io, Cloudflare) may affect Tendo's availability.

7. AI behavior and your responsibility

Tendo uses Claude (by Anthropic) to draft replies and propose actions. AI output is not guaranteed to be accurate, complete, or appropriate in every case. You are responsible for reviewing every action before approving it. The default settings require your approval; if you opt-in to autonomous behavior in guardrails, you accept that responsibility.

We cap refund amounts and apply policy guardrails as documented, but you remain the final arbiter of every dollar refunded and every word sent under your domain.

8. Intellectual property

You own the content you provide (policies, FAQs, samples, customer messages). You grant us a limited license to process that content for the sole purpose of delivering Tendo to you.

We own Tendo's code, models (excluding the underlying third-party AI models), interfaces, and brand assets.

9. Termination

You can terminate at any time by uninstalling Tendo from your Shopify admin. We'll delete your data within 30 days per the Privacy Policy.

We may suspend or terminate your access without notice if we reasonably believe you've violated these terms, are using the service to harm customers or third parties, or have failed to pay. Where feasible, we'll give 14 days' notice and a chance to cure.

10. Disclaimer of warranties

To the maximum extent permitted by law, Tendo is provided without warranty of any kind, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement. AI-generated content may be incorrect; you accept responsibility for reviewing it.

11. Limitation of liability

To the maximum extent permitted by law, our total liability for any claim arising out of or relating to these terms or your use of Tendo will not exceed the amount you paid us in the 12 months preceding the claim (or $79 if you've paid less). We're not liable for indirect, incidental, special, consequential, or punitive damages — including lost profits, lost data, or reputational harm.

12. Indemnification

You agree to indemnify and hold us harmless from any third-party claim arising out of (a) content you uploaded that you didn't have rights to, (b) your violation of these terms, or (c) your violation of any law or third-party right. We'll notify you promptly of any such claim and give you reasonable cooperation.

13. Changes to these terms

We may update these terms from time to time. Material changes take effect 14 days after we notify active merchants by email or in-app banner. Continued use after the effective date constitutes acceptance.

14. Governing law and disputes

These terms are governed by the laws of the State of Delaware, USA, without regard to conflict-of-laws principles. Disputes will be resolved in the state or federal courts of Wilmington, Delaware. You and we both consent to that jurisdiction.

If you're a consumer in the European Union or UK, mandatory protections in your local law are not waived by this clause.

15. Contact

Email: hello@tendohq.app