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Terms of service

Last updated: [date]

These terms apply between [Company legal name], [registered address] (“we”) and the merchant who installs Live Shoppers: Live Viewers on a Shopify store (“you”). By installing or using the app you accept them.

1. The service

Live Shoppers shows a store’s real visitor activity to its shoppers: live cursors, viewer counts on product cards, add-to-cart and sales moments, and campaign reports. What is available depends on your plan, as described on the app’s Plans page.

2. Plans and billing

  • Paid plans are billed by Shopify, on your Shopify invoice, monthly or yearly as you choose.
  • You can change or cancel your plan at any time in the app. Cancelling takes effect at the end of the billing period.
  • Refunds follow Shopify’s billing rules. [Add any refund policy of your own.]
  • We may change prices with at least 30 days’ notice. Changes apply from your next billing period.
  • The Free plan includes up to 5,000 sessions a month; above that, the app pauses on your store until the next month. Paid plans have no traffic limits. We ask for fair use: if a store’s traffic affects the service for others, we will contact you to find a suitable plan before taking any action.
  • On the Free plan the app shows a small “Live Shoppers” link in the live shoppers corner and the product page block. Paid plans can turn it off in the app’s settings.

3. Your responsibilities

  • Tell your shoppers about the app in your store’s privacy policy, and decide whether the app waits for cookie consent (Settings → Privacy). Settings → Privacy has suggested wording for your policy.
  • Use the app lawfully, and don’t use it to mislead shoppers, for example by presenting counts or activity that aren’t real.
  • Don’t try to interfere with the service, access other stores’ data, or reverse engineer it.
  • On the Free plan, don’t hide, cover or remove the “Live Shoppers” link.

4. Availability

We work to keep the app available and fast, but we don’t guarantee it will be uninterrupted. The app is built so that your store keeps working normally if our servers are unreachable: badges and cursors simply don’t appear.

5. Liability

The app is provided “as is”. To the extent the law allows, we are not liable for indirect or consequential loss, including lost sales, and our total liability is limited to the fees you paid us in the 12 months before the claim. [Review with counsel.]

6. Ending the agreement

You can uninstall the app at any time. We may suspend or end the service if you materially breach these terms, after notice where possible. On uninstall, the app stops immediately; your data is deleted when Shopify sends its deletion notice, 48 hours after uninstall.

7. Data processing

This section is the data processing agreement between you (controller) and us (processor) under the GDPR.

  • Subject and duration: providing the app, for as long as it is installed, and deleting the data afterwards.
  • Data and people: anonymous activity of your store’s visitors and limited order data (products, quantities, totals, the app’s cart attribute), as described in our privacy policy. No special categories of data.
  • Instructions: we process the data only to provide the app and as you configure it, unless the law requires otherwise.
  • Confidentiality and security: people with access are bound to confidentiality; we apply the measures described in the privacy policy (encryption in transit and of access tokens at rest, access control, backups).
  • Subprocessors: Hetzner Online GmbH (hosting) and Shopify (platform). You authorise these; we will inform you before adding or replacing one, and you may object.
  • Assistance: we help you respond to data subject requests and with security, breach notification and impact assessments where relevant to the app.
  • Breaches: we notify you without undue delay, and within [48] hours, after becoming aware of a breach affecting your data.
  • Deletion: data is deleted at the end of the service, as described in section 6, and backups expire within 7 days.
  • Audits: we make available the information needed to show compliance with this section. [Agree on an audit procedure.]
  • Transfers: the data is processed in the United States. Transfers from the EEA, UK and Switzerland are covered by the Standard Contractual Clauses [and UK/Swiss equivalents], as described in the privacy policy (section 5). [Confirm with counsel.]

8. Changes to these terms

We will announce material changes at least 30 days in advance. Continuing to use the app after that means you accept them.

9. Law and disputes

These terms are governed by [Dutch] law. Disputes go to the competent court in [Amsterdam]. [Review with counsel.]

10. Contact

[Company legal name], [registered address], [contact email].