Terms of service

Last updated: October 20, 2026.

Service operator: Maliao, individual developer. Address: No. 269 Chenghua North Road, Fengze District, Quanzhou, Fujian, China 362000. Contact: support@getshopreply.com.

These terms govern use of the GetShopReply customer support service. Contact the service operator at support@getshopreply.com with service, billing or account questions. By using the service for a store, you confirm you are authorized to act for that store.

The service

GetShopReply generates support answers from the store policies, FAQs and other information supplied by a merchant. Questions it cannot answer can be handed to the store with a visitor-provided email address. The Shopify FAQ assistant does not look up orders, issue refunds, change purchases or contact visitors on the merchant’s behalf.

A separately configured standalone order-lookup pilot can retrieve limited order fulfillment and tracking information after verification through a code sent to the order email address. It does not change orders or issue refunds, and its order form entries are not sent to the AI assistant.

AI-generated answers can be incorrect. Merchants must review and maintain source information, test their assistant, monitor handoff questions and provide a way for customers to contact their team. Do not rely on the assistant for legal, medical, financial or other high-stakes advice.

Your responsibilities

You must have the right to provide the information you upload, comply with applicable privacy and consumer laws, and provide appropriate notices to visitors. Use visitor emails only for the support purpose for which they were supplied unless you have a separate lawful basis. Do not upload secrets, payment card information or unlawful material, abuse the service, attempt unauthorized access, or misrepresent generated answers as guaranteed facts.

Shopify plans and billing

The Shopify Free plan includes 100 replies per store per UTC calendar month. Pro includes 500 replies, billed at USD $21 every 30 days or USD $205 annually, plus any taxes or currency conversion applied by Shopify. A merchant must confirm a paid subscription on Shopify’s billing confirmation page before Pro is activated. There are no automatic usage-overage charges.

Reply allowances reset on the first day of each UTC calendar month and do not roll over. Human handoff remains available when the allowance runs out. Upgrades and downgrades preserve the current month’s used reply count. Preview questions do not consume the storefront allowance.

You can cancel Pro in the app after reviewing the cancellation confirmation. Cancellation uses Shopify’s Billing API, takes effect immediately and switches to the Free allowance. Shopify determines billing adjustments and any prorated credit. Uninstalling the app also ends the installation’s service. Refund requests can be sent to support and remain subject to applicable law and Shopify’s billing rules.

Standalone subscriptions and refunds

Standalone subscriptions use the pricing and payment provider shown at checkout. They are separate from Shopify app subscriptions and are not automatically linked or credited. They renew monthly or annually until canceled. Cancellation through the standalone billing portal normally preserves access until the paid period ends; a full refund may end the associated paid access. Deleting a standalone account does not itself cancel its subscription.

For purchases processed by Paddle, Paddle acts as merchant of record. Its Buyer Terms and Refund Policy apply to the payment transaction. See our standalone refund and cancellation policy, including renewal refund requests within 24 hours. Nothing in these terms excludes mandatory consumer rights or applicable Paddle protections.

Data and third-party services

You retain rights to the store information you supply and authorize us to process it as needed to provide the service. The privacy policy describes processing, AI providers, browser storage and deletion. Shopify, hosting services and AI providers also have their own terms. The service may be unavailable or limited when those providers are unavailable.

Changes, suspension and ending use

We may update the service and these terms. Material price changes require the authorization required by Shopify and applicable law. We may restrict misuse or unauthorized activity. You can stop using the Shopify service by uninstalling it; deletion then follows our privacy policy.

Limits

To the extent permitted by applicable law, the service is provided as available without a guarantee of uninterrupted service, error-free answers or a particular commercial outcome. Nothing in these terms limits rights or liabilities that cannot lawfully be excluded. Contact support to resolve disputes or request information about the service operator.