Terms of Service

1. The Service

OrderCtrl provides tools for online stores after checkout, including shipment tracking, a customer portal, requests, claims and returns, order and subscription actions, package protection settings, notifications, automations, analytics and helpdesk integrations. Features may change over time. Features labeled “coming soon”, “beta” or similar are provided as-is and may change or be withdrawn.

The Service is for business use. You must be at least 18 and able to form a binding contract.

2. Accounts and team members

• You are responsible for your account, your team members’ access and permissions, and all activity under your account.
• Keep credentials and API keys secure and tell us promptly at legal@orderctrl.io if you suspect unauthorized access.
• You must give accurate information and keep it current.

3. Connecting your store and other services

You authorize OrderCtrl to access and update your connected store (for example WooCommerce) and any services you connect, as needed to provide the Service. This includes reading orders, customers and subscriptions, and, when you or your rules instruct, creating refunds, cancellations, address changes, replacement orders, discounts, store credit and subscription changes.

Third-party platforms, carriers, payment providers and other services are not controlled by us and are subject to their own terms. We are not responsible for their availability, accuracy or actions, including carrier tracking data or delivery events.

4. Your responsibilities

• Your customers and policies. You are responsible for your relationship with your customers, including your refund, return, cancellation, subscription and protection policies, and for the decisions made by the rules, automations and approvals you configure.
• Notices and consents. You are responsible for giving your customers any notices and obtaining any consents required by law for the processing of their information through the Service, including emails sent on your behalf.
• Actions you take. Refunds, credits, replacements and other actions taken through the Service, whether by your team or by rules you set, are made on your behalf and at your direction.
• Accuracy of settings. You are responsible for the accuracy of your settings, including delivery promises, fees, eligibility rules and email content.

5. Package protection

The package protection feature lets you add a fee at checkout and handle claims for protected orders under your own policy. You acknowledge that:

• the protection program is your program. OrderCtrl is not an insurer, does not underwrite, guarantee or pay protection claims, and is not a party to any arrangement between you and your customers;
• fees are collected by your store; OrderCtrl does not take a share of protection fees;
• you decide what protection covers and are responsible for honoring it and for describing it accurately to customers; and
• you are responsible for ensuring your program, including how you name and describe it, complies with laws that apply to you, including any insurance, consumer protection and tax laws.

6. AI-assisted features

Some features use AI to suggest replies, summaries or email content. Output may be inaccurate or incomplete. You are responsible for reviewing output before using it and for any content you send to customers.

7. Plans, credits and payment

• Plans. Paid plans are billed monthly in advance through our payment processor. Prices are shown on our pricing page or in the app and exclude taxes unless stated.
• Credits. Plans include credits. One credit is used each time a new shipment is registered for live tracking. Refreshing an existing shipment does not use a credit. If you have no credits, shipments may still be created without live tracking.
• Auto-renewal. If you turn on auto-renewal, we will charge your plan price again and add its credits when your balance reaches the threshold you set.
• Changes. You can change plans in the app. Upgrades may be prorated. Downgrades may be unavailable while your remaining credits exceed the new plan’s allowance.
• Refunds. Fees are non-refundable except where required by law or stated otherwise in writing.
• Taxes. You are responsible for taxes associated with your purchases, other than taxes on our income.
• Price changes. We may change prices with at least 30 days’ notice. Changes take effect at the start of your next billing period.
• Late payment. If payment fails, we may suspend paid features or the Service after notice.

8. Acceptable use

You will not, and will not allow others to:

• use the Service to break the law, infringe rights, or send unlawful, deceptive or unsolicited messages;
• upload malware or interfere with or disrupt the Service or its security;
• access the Service by automated means except through our documented APIs, or exceed rate limits;
• reverse engineer the Service except as permitted by law;
• resell or provide the Service to third parties except as part of operating your own store; or
• use the Service to build a competing product.

9. Data and privacy

You own your data. You grant OrderCtrl a limited license to host, process, transmit and display your data as needed to provide, secure and support the Service. Our Data Processing Addendum forms part of these Terms and applies to personal information we process on your behalf. Our Privacy Policy describes how we handle account information.

We may use aggregated and de-identified information that does not identify you or any individual to operate and improve the Service.

10. Intellectual property and feedback

OrderCtrl and its licensors own the Service, including software, design and content. These Terms give you a limited, non-exclusive, non-transferable right to use the Service during your subscription. If you send us feedback, we may use it without obligation to you.

11. Confidentiality

Each party will protect the other’s non-public information disclosed in connection with the Service with reasonable care and use it only to perform under these Terms, except where disclosure is required by law.

12. Disclaimers

We will provide the Service with reasonable skill and care. EXCEPT AS EXPRESSLY STATED IN THESE TERMS, THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE”, AND WE DISCLAIM ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED OR ERROR-FREE, OR THAT CARRIER, TRACKING OR THIRD-PARTY DATA WILL BE ACCURATE OR COMPLETE.

13. Limitation of liability

TO THE EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES, OR LOST PROFITS, REVENUE OR DATA, EVEN IF ADVISED OF THEIR POSSIBILITY. EACH PARTY’S TOTAL LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS WILL NOT EXCEED THE AMOUNTS YOU PAID TO ORDERCTRL IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. THESE LIMITS DO NOT APPLY TO YOUR PAYMENT OBLIGATIONS, A PARTY’S INDEMNITY OBLIGATIONS, OR LIABILITY THAT CANNOT BE LIMITED BY LAW.

14. Indemnification

You will defend and indemnify OrderCtrl against third-party claims arising from your store, your products, your policies (including any package protection program), your customer communications, your data, or your breach of these Terms. We will defend and indemnify you against third-party claims alleging that the Service, as provided by us, infringes their intellectual property rights. The indemnified party must give prompt notice, reasonable cooperation and control of the defense to the indemnifying party.

15. Term, suspension and termination

• These Terms apply while you use the Service. You can cancel at any time in the app; cancellation takes effect at the end of the current billing period.
• We may suspend access if you breach these Terms, fail to pay, or if your use threatens the security or stability of the Service, with notice where practical.
• Either party may terminate for material breach not cured within 30 days of notice.
• After termination, you may request an export of your data within [30] days. We then delete or anonymize it as described in our Privacy Policy and Data Processing Addendum.
• Sections that by their nature should survive termination will survive.

16. Changes to these Terms

We may update these Terms. If changes are material, we will give at least 30 days’ notice by email or in the app. Continuing to use the Service after changes take effect means you accept them.

17. Governing law and disputes

These Terms are governed by the laws of [Governing law jurisdiction], without regard to conflict of laws rules. The courts located in [venue] have exclusive jurisdiction over disputes arising from these Terms, and each party consents to that jurisdiction.

18. General

• These Terms, together with the Data Processing Addendum and any order form, are the entire agreement between the parties about the Service.
• If any provision is unenforceable, the rest remain in effect.
• You may not assign these Terms without our consent, except in a merger or sale of your business. We may assign them to an affiliate or successor.
• Neither party is liable for delays caused by events beyond its reasonable control.
• Notices to us must be sent to legal@orderctrl.io. We send notices to your account email.