Terms of Service

The agreement

This is an agreement between you, the merchant installing the app, and William Beinö, enskild firma (organisation number 000922-1094, Björketorpsvägen 13, 168 42 Stockholm, Sweden), referred to as "Diaglee", "we" or "us". Installing the app from the Shopify App Store, or continuing to use it after these terms change, means you accept them. If you are installing on behalf of a company, you confirm you have the authority to bind it.

Shopify's own terms and policies also apply to your store and to the App Store. Where they conflict with these terms regarding billing, Shopify's terms prevail.

The service

Diaglee provides:

• An embedded admin app you open from Shopify admin (Apps → Diaglee), also linked from the Shopify App Store listing, where you write FAQ lists and attach them to products or pages.
• A theme app block that shows those FAQs on your storefront.
• An "ask anything" box in that block, which uses an AI model to answer shopper questions using only your FAQ items, store policies and product details, and turns away questions it cannot answer from that content.
• Simple usage analytics for your FAQ blocks.

Your store and your content

You keep ownership of everything you write in Diaglee. FAQ content is stored in your Shopify store as metaobjects and metafields. You grant us the right to read, display and process that content, your store name and description, your shipping and refund policies, and product details, solely to run the service for you, including sending them to our AI providers to generate answers.

You are responsible for the accuracy of your FAQ content and for making sure it, and the answers it produces, comply with the laws that apply to your store. You are also responsible for your own privacy notice to shoppers, which should cover the FAQ block (see our privacy policy for what we process).

Plans and billing

All charges are made through Shopify's billing system and appear on your Shopify invoice. We never see or store your payment details. Prices are in US dollars and exclude any applicable taxes, which Shopify may add.

How billing works:

• Recurring charge. Paid plans are billed in advance every 30 days from the day you approve the subscription in Shopify.
• What counts as a question. Only questions a shopper submits from your live storefront count towards your included questions. Suggestions shown while a shopper is still typing, and test questions in the theme editor, are free, within fair-use limits per plan.
• Overage. On a paid plan, submitted questions beyond the included amount are charged per question at the rate above, as a usage charge added to your Shopify invoice. Usage charges are posted periodically during the billing cycle, not instantly.
• Capped amount. Overage can never exceed the cap you approved in Shopify. If you reach the cap, the ask box pauses answering until the next period or until you approve a higher cap. You can raise the cap from the app; Shopify will ask you to approve the new amount. The listed FAQ items keep working while answers are paused.
• Free plan. The free plan has no overage. After 100 submitted questions in a month the ask box pauses until the next month.
• Counting periods. Included questions reset on the first day of each calendar month (UTC), while Shopify bills every 30 days. Where the two differ, the difference is in your favour and you are never charged more than the plan price plus your approved cap per billing cycle.
• Price changes. We may change prices or plan limits. Changes to the price of your current plan take effect only after you approve a new subscription in Shopify.

Free trial

New stores get a 7-day free trial of any paid plan. The trial starts when you first approve a paid plan and is offered once per store. If you switch plans during the trial, the remaining trial days carry over. When the trial ends the recurring charge begins automatically unless you have moved to the free plan or uninstalled the app. Usage charges above the included questions can apply during the trial.

Changing plans and cancelling

• You can change plan at any time from the app. Shopify will ask you to approve the new plan, and the new charge replaces the old one. We do not prorate: an unused part of a billing cycle is not refunded when you move to a cheaper plan or the free plan.
• Cancel by switching to the free plan or by uninstalling the app from Shopify admin. Uninstalling ends the subscription immediately, and no further recurring charges are made. Usage charges already accrued in the current cycle remain payable.
• Charges already billed are non-refundable except where required by law or where we decide otherwise in a specific case. If you believe a charge is wrong, email us within 30 days of the invoice and we will review it.

Acceptable use

You agree not to:

• use the app to publish content that is unlawful, misleading, or infringes others' rights;
• attempt to make the ask box produce answers outside your FAQ content, for example by placing instructions to the AI model in your FAQ items;
• send automated or artificially generated questions to the storefront block;
• probe, reverse engineer or disrupt the service or its API; or
• resell the service or use it for a store other than the one it is installed on.

We apply rate limits per store to keep the service working for everyone, and we may suspend stores that abuse it.

AI answers

Answers in the ask box are generated by a third-party large language model from the content you provide. The model is instructed to answer only from that content and to decline otherwise, but it can still make mistakes, misread your content, or phrase things in ways you would not. You are responsible for reviewing your FAQ content and for deciding whether to tell shoppers that answers are generated automatically. Diaglee does not guarantee that any answer is accurate, complete or suitable for a particular purpose, and AI answers are not legal, medical, financial or other professional advice.

Data and privacy

How we handle data, including shopper questions, our subprocessors, and what is deleted on uninstall, is described in the privacy policy, which forms part of these terms. For shopper questions we act as your data processor. We process them only to provide the service, keep them confidential, delete them when you uninstall, and assist you with data subject requests. On request we will sign a separate data processing agreement.

Availability and changes

We aim to keep the service available at all times but do not promise uninterrupted operation. The ask box depends on Shopify and on our AI providers, and may be slow or unavailable when they are. The FAQ list itself is rendered by your theme and keeps working if our servers are unreachable. We may change, add or remove features, and we may stop offering the service with 30 days' notice by email or inside the app.

Warranties and liability

The service is provided "as is". To the extent permitted by law we disclaim all warranties, express or implied, including merchantability and fitness for a particular purpose. We are not liable for indirect or consequential loss, lost sales or profits, or loss of data. Our total liability to you for any claim arising from the service is limited to the amount you paid us through Shopify in the 12 months before the claim. Nothing in these terms limits liability that cannot be limited under applicable law.

You will indemnify us against third-party claims arising from your FAQ content or your use of the app in breach of these terms.

Termination

You may stop using the app at any time by uninstalling it. We may suspend or terminate your access if you breach these terms, if Shopify requires it, or if we stop offering the service. On termination we delete your data as described in the privacy policy. Sections on billing for charges already incurred, liability and governing law survive termination.

Governing law

These terms are governed by Swedish law. Disputes are settled by the Swedish courts, with Stockholm District Court (Stockholms tingsrätt) as the court of first instance, unless mandatory law in your country gives you the right to a different forum.

Contact

William Beinö, enskild firma
Björketorpsvägen 13, 168 42 Stockholm, Sweden
[email protected]