Terms of Service
Last updated 13 September 2026
These Terms govern your use of the Keepwise Shopify app. Installing the app means you accept them.
They sit alongside the Data Processing Agreement, which governs personal data and which prevails over these Terms on any data-protection question. See also the Privacy policy.
1. What Keepwise does
Keepwise reads return-request emails sent to a returns address you configure, uses AI to draft a reply in your brand voice, and either holds that reply for your approval or — only where you have explicitly enabled automatic sending — sends it to your customer on your behalf.
Keepwise accesses your Shopify store through the Admin API using four scopes:
read_orders and read_customers to read the order and customer data a
reply is grounded in, and write_discounts with read_discounts to
create discount codes.
The only thing Keepwise writes to your Shopify store is a discount code. When a reply offers a retention discount, Keepwise creates a single-use code in your store — limited to one use, one customer, and capped at the maximum offer value you configure — and puts it in the reply. It cannot create or alter products, orders, customers, store credit, or draft orders, and it holds no scope that would allow it to.
A discount above your approval threshold is never created automatically: the reply is held for you, and its code is created only when you approve it. A discount above your configured maximum is never created at all.
2. Eligibility and account
You must operate a Shopify store in good standing and be authorised to bind the business that owns it. You are responsible for the accuracy of the configuration you give us — your brand voice guide, return policy text, offer thresholds, and returns domain.
3. Fees
Keepwise is billed exclusively through Shopify's managed app pricing. Shopify collects your subscription and remits it to us; we never collect payment card details and never charge you directly. Plan changes, cancellations, and refunds of app charges are handled by Shopify under Shopify's terms. If your subscription lapses, Keepwise continues to receive and store incoming emails but stops drafting replies.
4. Your responsibilities
You agree that you will:
- Authorise the sending domain. You must own, or be authorised to configure, the domain you delegate to Keepwise for sending, and you authorise us to send email from that subdomain on your behalf. You are responsible for the DNS records you add.
- Review replies during the warm-up period. New installations are held in draft-only mode for approximately two to three weeks. This exists to protect your sending reputation and to give you a chance to see how Keepwise writes before it writes unsupervised.
- Keep your return policy accurate. Keepwise answers customers from the return policy text you provide. Wrong text produces wrong answers.
- Comply with consumer law in the markets you sell to. See section 5.
You will not use Keepwise to send marketing or bulk email, to contact people who have not written to you first, or to obstruct a customer from exercising a legal right.
5. Consumer law and the return itself
Keepwise makes at most one proportionate offer to keep a sale, and only on preference-based return reasons. It is designed so that:
- the offer is always presented alongside the plain return or refund route, never as a condition of it or an obstacle in front of it — this is enforced in the send layer, not merely requested of the model;
- a customer who declines, asks for a person, or raises a legal or safety issue is routed to you immediately and receives no further automated persuasion;
- claims of defective, damaged, wrong or missing goods receive no retention offer at all, because those carry statutory rights that are not a matter for negotiation.
These safeguards do not make you compliant on their own. Consumer protection law is jurisdiction-specific — the EU's 14-day right of withdrawal, the UK Consumer Rights Act 2015, US state law and FTC rules all differ. You remain responsible for ensuring that your return process, including the replies Keepwise drafts, complies with the law where your customers are. If your policy or your market requires that no retention offer be made at all, disable offers in Settings.
6. Automated sending is your choice
Automatic sending is off by default and stays off until you turn it on. While it is off, every reply waits in your approval queue. Turning it on is a decision to let Keepwise send messages in your name without you reading them first, within the limits described in section 5. You may turn it off at any time, with immediate effect.
Every message Keepwise produces — sent or held — carries a visible disclosure that it was generated automatically. You may not remove or obscure that disclosure.
7. AI output: what we do and do not promise
Keepwise's replies are generated by a large language model. We have built substantial guardrails around it (see section 5), but we cannot and do not warrant that any individual reply will be accurate, appropriate, or suitable for a given customer. Language models can produce text that is fluent and wrong.
We do not warrant that Keepwise will save any particular sale, or any sales at all.
8. Availability
Keepwise is provided on an "as available" basis with no uptime commitment. We may change, suspend, or discontinue features. Where a change materially reduces functionality you rely on, we will give you at least 30 days' notice by email.
9. Responsibility for replies sent in your name
This section matters more than any other in these Terms. Read it.
A reply that Keepwise sends goes out from your domain, in your brand's voice, to your customer. To that customer, and to a court, it is a message from you. In Moffatt v. British Columbia Civil Resolution Tribunal (Air Canada, 2024) a company was held liable for what its automated agent told a customer, and was not permitted to disclaim responsibility by characterising the bot as a separate actor. The same reasoning applies here.
Accordingly, as between you and us, you are responsible for the content of replies sent from your account, whether you approved them individually or enabled automatic sending. You will indemnify us against third-party claims arising from replies sent from your account, from offers you honoured or declined to honour, and from your return policy.
This allocation is between you and us only. It does not, and cannot, limit your customer's rights against you, and nothing in these Terms purports to reduce any consumer's statutory rights.
Nothing in this section limits our responsibility for our own breach of the Data Processing Agreement, for a security failure on our side, or for anything that cannot be excluded by law.
10. Limitation of liability
To the maximum extent permitted by law, our total aggregate liability arising out of or relating to Keepwise is limited to the fees you paid us for the app in the twelve months preceding the event giving rise to the claim.
We are not liable for indirect, incidental, special, or consequential loss, nor for lost profits, lost sales, or lost goodwill.
Neither limitation applies to: death or personal injury caused by negligence; fraud or fraudulent misrepresentation; our breach of the Data Processing Agreement; or any liability that cannot be excluded or limited under Slovenian or EU law. Where you are a consumer under mandatory law, that law prevails over this section.
11. Confidentiality and your data
Your store data is yours. We process it only as described in the Data Processing Agreement and the Privacy policy. We do not sell it, and we do not use your customers' messages or your brand voice guide to train AI models — neither our own nor a third party's.
12. Suspension and termination
You may uninstall Keepwise at any time from your Shopify admin; that terminates these Terms.
On uninstall we retain your data briefly so that a reinstall does not lose your configuration,
and delete it in full when Shopify sends the shop/redact signal approximately 48
hours later.
We may suspend or terminate your access if you breach these Terms, if your use threatens the deliverability or security of the service for other merchants, or if required by law. Where practical we will warn you first.
13. Changes to these Terms
We may update these Terms. Material changes will be notified by email at least 30 days before they take effect. Continuing to use Keepwise after that means you accept them.
14. Governing law
These Terms are governed by the law of Slovenia, and the courts of Slovenia have exclusive jurisdiction, save that where you are entitled to bring proceedings elsewhere under mandatory law, this does not deprive you of that right.
15. Contact
filip@keep-wise-app.com · Filip Grmek s.p., Cesta Goriške Fronte 28, Slovenia
See also the Privacy policy.