Terms of Service

1. Acceptance of Terms

By installing or using the RetainAIO Shopify app (the "App"), you ("Merchant") agree to be bound by these Terms of Service. If you do not agree, do not install or use the App.

These Terms are between Kovotic Labs LLC and you. They govern your use of the App and all related services, including the IntentSense agentic AI system.

2. Description of Service

RetainAIO is an agentic refund protection system for Shopify merchants. The App deploys an AI agent powered by Claude Sonnet via the IntentSense Factory to:

• Monitor orders for refund-risk signals using AI reasoning
• Send onboarding and recovery emails to your customers on your behalf
• Store CustomerBehaviorSignals (as hashed identifiers) to improve future decisions
• Generate email content based on your configured access instructions and brand voice
• Provide reasoning transparency — logging every agent decision with a plain-English explanation

3. Merchant Responsibilities

As a merchant using the App, you are responsible for:

• Ensuring you have lawful basis and appropriate customer consent to send marketing and transactional emails
• Providing accurate access instructions and configuration in the App settings
• Complying with all applicable laws including CAN-SPAM, GDPR, CCPA, and Shopify's Partner Program policies
• Reviewing HITL (human-in-the-loop) escalations — actions the agent has flagged for your review before sending
• Maintaining the confidentiality of any API keys or credentials associated with your account

4. Agentic AI System — Scope and Limitations

The App uses an AI agent to make autonomous decisions. You acknowledge and agree that:

• The agent operates with a confidence threshold — decisions below 70% confidence are escalated to your review queue (HITL) before any action is taken
• AI decisions are logged with reasoning strings, but the agent may make incorrect assessments
• You retain ultimate control via the Global Kill Switch and HITL escalation system
• We are not liable for individual agent decisions that result in commercial outcomes you did not expect
• The agent's behavioral signal learning system improves over time but does not guarantee specific recovery or retention outcomes

5. Intellectual Property

The App, including the IntentSense Factory infrastructure, agentic decision systems, and all associated software, is owned by Kovotic Labs LLC and licensed to you for use only as described in these Terms.

You retain ownership of your store data, customer data, and content you provide as configuration inputs (access instructions, brand voice settings, templates).

6. Billing and Payment

Billing for the App is handled through the Shopify App Store and is subject to Shopify's billing terms. Kovotic Labs LLC reserves the right to change pricing with notice. Continued use after a price change constitutes acceptance.

7. Disclaimer of Warranties

THE APP IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE APP WILL BE ERROR-FREE, UNINTERRUPTED, OR THAT SPECIFIC REFUND PREVENTION OR REVENUE RECOVERY OUTCOMES WILL BE ACHIEVED.

8. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, KOVOTIC LABS LLC SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS OR REVENUE, ARISING FROM YOUR USE OF THE APP. OUR TOTAL LIABILITY SHALL NOT EXCEED THE FEES PAID BY YOU IN THE THREE MONTHS PRECEDING THE CLAIM.

9. Termination

You may terminate your use of the App at any time by uninstalling it from your Shopify store. We may suspend or terminate access for violations of these Terms, abuse of the system, or for any other reason with reasonable notice.

Upon termination, we will process applicable data deletion in accordance with our Privacy Policy and Shopify's partner requirements.

10. Governing Law

These Terms are governed by the laws of the State of [Your State], United States, without regard to conflict of law principles. Any disputes shall be resolved in the courts of that jurisdiction.

11. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes via the App or email. Continued use after changes constitutes acceptance.

12. Contact

For questions about these Terms, contact: support@retainaio.com

Kovotic Labs LLC · Kovotic.io