Terms of Service

1. Agreement to Terms

By installing and using AI Customer Support Agent ("the App"), you agree to be bound by these Terms of Service. If you disagree with any part of these terms, you may not use our App.

The App is provided by Mousantech Solutions ("Company", "we", "us", "our").

2. Description of Service

AI Customer Support Agent is a Shopify application that provides:

• AI-powered customer support chatbot
• Product search and recommendations
• Order and billing inquiry handling
• Human agent handoff capabilities
• Conversation management and analytics
• Chatbot customization (Pro and Enterprise plans)

3. Subscription Plans and Billing

3.1 Plan Tiers

The App offers three subscription tiers:

• Free Plan: $0/month - 50 messages, 10 conversations, limited features
• Pro Plan: $20/month - 500 messages, human handoff, 2 agents, customization
• Enterprise Plan: $30/month - Unlimited usage, 10 agents, custom branding

3.2 Billing Terms

• Subscriptions are billed monthly via Shopify's billing system
• Charges appear on your Shopify invoice
• Usage resets at the start of each billing cycle
• Unused messages do not roll over
• Upgrades take effect immediately; downgrades at next cycle

3.3 Refund Policy

Refunds are handled on a case-by-case basis within 7 days of charge. Contact support@mousantech.com with your request. No refunds for partial month usage.

4. Acceptable Use

You agree NOT to:

• Use the App for illegal or unauthorized purposes
• Attempt to bypass usage limits or access restrictions
• Reverse engineer, decompile, or hack the App
• Transmit harmful code, viruses, or malware
• Abuse, harass, or threaten through the chat system
• Use the App to send spam or unsolicited messages
• Scrape or harvest data from the App
• Resell or redistribute the App without permission

5. Data and Privacy

Your use of the App is also governed by our Privacy Policy. By using the App, you consent to our collection and use of data as described therein.

You retain ownership of your store data, customer information, and conversation content. We use this data solely to provide and improve the service.

6. AI-Generated Content

The App uses artificial intelligence to generate customer support responses. You acknowledge that:

• AI responses may not always be accurate or appropriate
• You are responsible for monitoring AI interactions
• We recommend human review of sensitive inquiries
• You should use human handoff for complex issues
• AI behavior improves over time but is not guaranteed perfect

7. Service Availability

We strive for 99.9% uptime but do not guarantee uninterrupted service. The App may be unavailable due to:

• Scheduled maintenance
• Emergency repairs
• Third-party service outages (Shopify, OpenAI, MongoDB, etc.)
• Force majeure events

We will provide advance notice of scheduled maintenance when possible.

8. Intellectual Property

The App, including all code, designs, trademarks, and documentation, is the property of Mousantech Solutions. You are granted a limited, non-exclusive, non-transferable license to use the App for your Shopify store only.

"AI Customer Support Agent" and "Mousantech Solutions" are trademarks of Mousantech Solutions.

9. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

• The App is provided "AS IS" without warranties of any kind
• We are not liable for lost profits, revenue, or data
• Our total liability is limited to fees paid in the last 3 months
• We are not responsible for AI-generated content errors
• We are not liable for third-party service failures

10. Indemnification

You agree to indemnify and hold Mousantech Solutions harmless from any claims, damages, or expenses arising from:

• Your use or misuse of the App
• Violation of these Terms
• Violation of third-party rights
• Content you provide through the App

11. Termination

11.1 By You

You may uninstall the App at any time from your Shopify admin. Upon uninstallation:

• Your subscription will be cancelled
• Chatbot widget will be removed from your store
• Data will be retained for 30 days then deleted

11.2 By Us

We may suspend or terminate your access for:

• Terms of Service violations
• Non-payment of fees
• Abusive or fraudulent behavior
• Legal or security concerns

We will provide notice when possible, but may terminate immediately for serious violations.

12. Changes to Terms

We reserve the right to modify these Terms at any time. Significant changes will be notified via:

• Email to your registered address
• In-app notification
• Dashboard banner

Continued use after changes constitutes acceptance of new Terms.

13. Governing Law

These Terms are governed by and construed in accordance with applicable laws. Any disputes shall be resolved through binding arbitration or in courts of competent jurisdiction.

14. Contact Information

For questions about these Terms:

Mousantech Solutions
Email: legal@mousantech.com
Support: support@mousantech.com

15. Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Mousantech Solutions regarding the App. They supersede all prior agreements and understandings.