Terms of Service

By accessing or using the Remora platform at app.remora.cx (the “Service”), you agree to be bound by these Terms of Service (“Terms”). If you do not agree to these Terms, you may not access or use the Service.

These Terms constitute a legally binding agreement between you and Remora (“we,” “us,” or “our”). By using the Service, you represent that you have read, understood, and agree to be bound by these Terms and our Privacy Policy, which is incorporated herein by reference.

Remora provides an AI-native customer service platform designed for Shopify merchants. The Service includes:

• Multi-channel inbox — a unified inbox for managing customer support conversations across email and chat
• AI-assisted ticket classification — automatic categorization of incoming support requests by type and intent
• AI-powered response drafting — draft reply generation for Agent review before sending
• Order lookup & customer management — real-time access to Shopify order and customer data within the support workflow
• Knowledge base — a repository of articles and macros to power consistent support responses
• Conversation summarization — AI-generated summaries of support threads for quick context

To use the Service, you must:

• Be at least 18 years of age or the legal age of majority in your jurisdiction
• Have the legal capacity to enter into a binding agreement
• Be authorized to connect any Shopify store you integrate with the Service

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must notify us immediately of any unauthorized use of your account.

Each individual may maintain only one account. You may not create duplicate accounts, share account credentials, or allow others to access your account.

By installing the Remora Shopify app, you authorize us to access your Shopify store data via the Shopify API, including:

• Customer data — names, email addresses, phone numbers, and addresses (read_customers)
• Order data — order history, line items, fulfillment status, and tracking information (read_orders, read_all_orders)
• Product data — titles, descriptions, variants, and images (read_products)
• Shop information — store name, domain, currency, timezone, and plan

We may perform actions on your Shopify store on your behalf — including processing refunds, cancellations, and creating discount codes — but only when explicitly triggered by an authorized Agent through the Service. No automated actions are taken without human initiation.

You may revoke Remora’s access to your Shopify store at any time by uninstalling the app from your Shopify admin. Upon uninstallation, your data will be handled in accordance with our Privacy Policy.

The Service uses artificial intelligence (powered by Anthropic’s Claude models) to assist with customer support operations. Important details about AI functionality:

Sandbox Mode (Default)

AI operates in sandbox mode by default, meaning all AI-generated responses are drafted for human review. No AI response is sent to an End Customer without explicit human approval. This is a human-in-the-loop system.

Auto-Send

If you choose to enable auto-send for certain ticket categories, AI-generated responses may be sent without individual human review. Auto-send is never enabled by default and requires explicit activation by an authorized Merchant.

Accuracy and Responsibility

AI may produce inaccurate, incomplete, or inappropriate outputs. You are solely responsible for reviewing AI-generated content before sending it to End Customers. We are not liable for the content of AI-generated responses that you approve and send.

Disabling AI

AI processing can be disabled entirely in your account Settings. For details on how AI processes data, see the AI Processing Disclosure in our Privacy Policy.

You agree not to use the Service to:

• Violate any applicable law, regulation, or third-party rights
• Abuse, manipulate, or deliberately mislead the AI features (e.g., prompt injection, adversarial inputs)
• Submit malicious content, including malware, viruses, or harmful code
• Attempt to extract model weights, training data, or system prompts from the AI features
• Circumvent rate limits, usage quotas, or other technical restrictions
• Impersonate any person or entity, or misrepresent your affiliation
• Use the Service for unsolicited communications, spam, or bulk messaging
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Service
• Sublicense, resell, or redistribute access to the Service without our prior written consent
• Interfere with or disrupt the integrity, performance, or availability of the Service

We reserve the right to suspend or terminate your account for violations of this section.

Our Privacy Policy governs the collection, use, storage, and sharing of personal data in connection with the Service. By using the Service, you acknowledge that you have read and understood our Privacy Policy.

For Merchants located in the European Economic Area (EEA), we offer a Data Processing Agreement (DPA) that complies with GDPR requirements. To request a DPA, contact us at the address below.

You represent and warrant that you have the necessary authority and legal basis to share End Customer data with us for the purpose of providing customer service through the Service. You are responsible for ensuring that your use of the Service complies with applicable data protection laws.

Remora and its licensors own all right, title, and interest in and to the Service, including all software, designs, trademarks, and documentation. These Terms do not grant you any right to use Remora’s trademarks or branding.

You retain ownership of all content you create or upload to the Service, including messages, knowledge base articles, macros, and internal notes (“Your Content”). You grant us a limited, non-exclusive, royalty-free license to use, store, and process Your Content solely to provide and improve the Service.

AI-generated draft responses are provided as suggestions for your review. Once you approve and send an AI-generated response, it becomes part of your customer communications and is treated as Your Content.

Subscription fees for the Service are billed through the Shopify Billing API. Charges appear on your regular Shopify invoice alongside other app charges.

Current pricing is published on our website. We may change our pricing at any time, provided we give you at least 30 days’ advance notice of any price increase. Price changes take effect at the start of your next billing cycle following the notice period.

All fees are non-refundable. We do not provide refunds or credits for partial months of service, upgrade or downgrade changes, or unused time within a billing period.

We strive to maintain high availability of the Service but do not guarantee specific uptime percentages. The Service is provided on an “as available” basis.

We may perform scheduled maintenance with reasonable advance notice. Emergency maintenance may be performed without prior notice when necessary to protect the security or integrity of the Service.

We are not responsible for downtime or service degradation caused by third-party providers, including but not limited to Shopify, Anthropic, Postmark, or internet service providers.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

1. Liability cap. Our total aggregate liability to you for all claims arising out of or relating to these Terms or the Service shall not exceed the total fees paid by you to us in the twelve (12) months immediately preceding the event giving rise to the claim.
2. Excluded damages. In no event shall we be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, business opportunities, or goodwill, regardless of the cause of action or the theory of liability.
3. AI-generated content. We are not liable for any damages arising from AI-generated responses that you reviewed, approved, and sent to End Customers. You assume responsibility for all content you choose to send through the Service.

These limitations apply even if we have been advised of the possibility of such damages and even if a remedy fails of its essential purpose.

You agree to indemnify, defend, and hold harmless Remora, its officers, directors, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising out of or relating to:

• Your use of the Service
• Your Content or any content you transmit through the Service
• Your violation of these Terms
• Your Shopify store operations, including products sold, orders fulfilled, and customer disputes
• AI-generated responses that you reviewed, approved, and chose to send to End Customers

Either party may terminate these Terms at any time for any reason. You may terminate by discontinuing use of the Service and uninstalling the Shopify app. We may terminate or suspend your access immediately if you violate these Terms.

Upon termination:

• Your access to the Service ceases immediately
• Your data is retained and deleted in accordance with the retention schedule described in our Privacy Policy
• Any stored Shopify access tokens are revoked
• Outstanding fees remain due and payable

Sections 8 (Intellectual Property), 11 (Limitation of Liability), 12 (Indemnification), and 14 (Governing Law) survive termination.

These Terms are governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law principles.

Any dispute arising out of or relating to these Terms or the Service shall be resolved exclusively in the state or federal courts located in the State of Delaware, and you consent to the personal jurisdiction of such courts.

If any provision of these Terms is held to be unenforceable or invalid, that provision shall be modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force and effect.

We may update these Terms from time to time. If we make material changes, we will notify you at least 30 days in advance via email or an in-app notice. The “Last updated” date at the top of this page reflects the most recent revision.

Your continued use of the Service after the effective date of any changes constitutes your acceptance of the updated Terms. If you do not agree to the updated Terms, you must stop using the Service.

For questions about these Terms of Service: