Terms of service

The service

The App connects the merchant’s Shopify store to the merchant’s ping.ai WhatsApp bot so the bot can answer customers’ questions about their own orders with live order status and tracking details. The merchant decides whether the bot is connected and can disconnect it at any time.

Merchant responsibilities

• Use the App lawfully and only for the merchant’s own Shopify store.
• Connect only a ping.ai bot that the merchant controls, and remain responsible for how that bot is configured and what it tells customers.
• Maintain appropriate notices and agreements with customers for the processing of their personal data, including automated replies.
• Keep Shopify, ping.ai, and staff accounts secure and promptly report suspected misuse.

Availability and changes

We aim to provide a dependable service but do not promise uninterrupted availability. We may make reasonable changes for security, compatibility, legal compliance, or product improvement. We will communicate material changes when appropriate.

Charges

The App is free to install and includes a free plan. Paid plans are sold through Shopify App Pricing: the merchant chooses a plan on Shopify’s own plan page, approves the charge there, and it appears on their Shopify invoice. No charge is ever created without that approval, and we never collect payment details ourselves.

Some plans also have usage charges, shown on Shopify’s plan page before the merchant approves: active profiles above those the plan includes, charged per block of 500 each billing period, and SMS sent over the plan’s monthly allowance, charged per SMS. They are added to the same Shopify invoice. The merchant chooses the number of active profiles in ping.ai, and SMS over the allowance stop at a monthly cap.

Plans can be changed or cancelled at any time from the same Shopify page. A cancelled plan keeps working until the end of the billing period that was already paid for, and is not refunded for the remainder of that period. Uninstalling the App cancels the subscription. Merchants who were using the App before paid plans were introduced keep their plan at no charge.

Disclaimer and liability

The merchant remains responsible for business decisions and customer communication. To the extent permitted by law, the App is provided without implied warranties and Nuvina is not liable for indirect, incidental, special, or consequential loss. Nothing in these terms excludes liability that cannot legally be excluded.

Termination

The merchant may stop using the service by uninstalling the App. We may suspend access for security threats, unlawful use, material breach, or platform requirements. Data is deleted according to the privacy policy and Shopify’s mandatory privacy webhooks.