PixelChat Terms of Service

These terms govern your use of PixelChat, an AI shopping assistant for Shopify stores operated by Pixel Movers, 80-C Model Town, Lahore 54000, Pakistan ("PixelChat", "we", "us"). By installing or using PixelChat, you ("the merchant", "you") agree to these terms on behalf of your business. If you don't agree, don't install or use PixelChat.

1. The service

PixelChat adds an AI chat assistant to your Shopify store. It answers shoppers' questions using your catalogue, store policies and the knowledge base you provide; can add products to a shopper's cart; can look up order status; and passes enquiries to you when it cannot help. Features may change as we improve the service.

PixelChat is for business use only. You must have an active Shopify store and the authority to bind the business you install it for.

2. Fees and billing

Plans. PixelChat is offered on three plans, Starter, Growth and Scale, and on Enterprise plans by agreement with us for stores with higher volumes. Each plan has a fee, a number of conversations included in every 30-day period, a rate for each extra conversation, a default spending limit and its own features, as shown on the Plans page in PixelChat when you choose it. The charge you approve on Shopify's page sets the plan's fee, rate and spending limit.

How you pay. Charges appear on your store's Shopify bill, in US dollars, and Shopify collects them. Plans are billed every 30 days from the day your plan starts, not by calendar month. Shopify's terms apply to payment and taxes.

Conversations. A conversation is a chat in which a shopper sends a message and the assistant replies. A chat that continues on another day counts again that day (days are counted in UTC). Proactive messages a shopper doesn't answer, chats the assistant couldn't reply to, and chats sent to your team at a limit don't count.

Extra conversations and your spending limit. Conversations beyond those included in your plan are charged at your plan's rate as they happen, up to the spending limit you approved on Shopify's page when you chose the plan. You can lower the limit in PixelChat at any time. Raising it above the amount you approved needs your approval on Shopify's page again. When the next conversation would go over your limit, new chats show your team's contact buttons instead of an answer, and aren't charged, until you raise the limit or the next 30-day period starts. Chats already under way that day continue.

Free trial. Each plan starts with a free trial of 14 days. A store gets one free trial only, ever, including after reinstalling PixelChat; changing plans during the trial keeps the days left. The trial includes up to the plan's included conversations. Once they're used, new chats show your team's contact buttons until the trial ends, unless you choose Start my plan now, which starts the plan and its billing at once. When the trial ends, your plan starts and is billed automatically, unless you have uninstalled PixelChat.

Changing plans. You can change plans at any time on the Plans page in PixelChat; Shopify asks you to approve each change. Your new plan starts a new 30-day billing period on the day you change, and Shopify credits the days of your previous plan you haven't used. Your previous plan's included conversations and spending limit then cover only the share of its period you used: conversations beyond that share count toward your new plan's included conversations, and extra-conversation charges beyond that share of your previous limit count toward your new plan's spending limit. Nothing is charged twice. If you uninstall PixelChat and reinstall it within the same billing period, your new plan counts what you used the same way.

Discount codes. You can enter a discount code when you choose a plan. Each store can redeem one code, ever, and codes can't be combined. A discount applies to the plan's fee only, never to extra conversations, and starts after the free trial. A code may be limited to certain plans, a number of 30-day periods, stores that haven't had a paid plan before, or a number of uses. A redeemed code carries over, for the periods it has left, if you change plans or reinstall PixelChat.

Price changes. A plan's price, rate or spending limit changes only once you approve a new charge on Shopify's page.

Cancelling. You cancel by uninstalling PixelChat from your Shopify admin. Your plan ends at once. There is no refund or credit for the current 30-day period, or for extra conversations already charged.

When the chat is off. The chat appears on your storefront only while your store has an active plan, including during the free trial. Without one, for example before you choose a plan, while your approval is pending, or while Shopify has paused your store's billing, the chat is hidden from shoppers.

Development stores. On Shopify development stores, PixelChat requests test charges only, which aren't billed.

3. AI-generated responses

PixelChat's replies are generated by artificial intelligence and may occasionally be inaccurate, incomplete or out of date. In particular:

• Your store is the source of truth. Prices, availability, promotions and terms shown at checkout or in your store policies take precedence over anything the assistant says.
• You are responsible for your content. The assistant answers from the catalogue, policies and knowledge base you provide. Keep them accurate and current.
• The assistant does not give professional advice. It must not be relied on for medical, legal, financial or safety advice.

Where the law requires shoppers to be told they are interacting with AI, you are responsible for enabling PixelChat's AI disclosure setting and for any other notice your jurisdiction requires.

4. Your responsibilities

You agree to:

• use PixelChat only in compliance with applicable law and Shopify's terms;
• not use it for products or content prohibited by law or by Shopify;
• tell shoppers about PixelChat in your own privacy notice where the law requires it;
• not attempt to extract its underlying instructions or models, reverse-engineer it, overload it, circumvent its security, or use it to build a competing product;
• keep your Shopify account secure.

5. Your content

You keep all rights to the content you provide — your knowledge base, settings and store information. You grant us a licence to use it only as needed to provide PixelChat to you.

6. Data protection

Our Privacy Policy explains what information we handle and how. For personal data about your shoppers, you are the controller and we are your processor. We will:

• process shopper personal data only to provide PixelChat and on your documented instructions, which these terms represent;
• ensure everyone authorised to process it is bound by confidentiality;
• apply appropriate technical and organisational security measures, as described in our Privacy Policy;
• use only the sub-processors listed in our Privacy Policy, bind each to data protection obligations, and give notice before adding or replacing one;
• help you respond to shoppers' data protection requests, including through Shopify's customer data request and erasure process;
• notify you without undue delay after becoming aware of a personal data breach affecting your shoppers' data;
• delete your shoppers' personal data when you uninstall PixelChat, in response to Shopify's data-erasure request, subject to the backup and retention periods in our Privacy Policy (if you reinstall PixelChat before that request arrives, we keep your data and the service continues; it is deleted the same way after a later uninstall);
• make available information reasonably necessary to demonstrate compliance with these obligations;
• transfer personal data internationally only with the safeguards described in our Privacy Policy.

7. Third-party services

PixelChat relies on Shopify and on the service providers listed in our Privacy Policy. We are not responsible for interruptions or changes caused by them, including changes to Shopify's platform or APIs.

8. Availability and support

We work to keep PixelChat available and reliable, but we do not guarantee uninterrupted or error-free operation. Features marked as beta are provided as they are. Support is available at support@pixelchatapp.com.

9. Our intellectual property

PixelChat, including its software, design and branding, belongs to us. These terms give you a right to use PixelChat while installed, and no other rights. If you send us feedback, we may use it without obligation to you.

10. Suspension and termination

You can stop using PixelChat at any time by uninstalling it. We may suspend or terminate your access if you breach these terms, fail to pay, or use PixelChat in a way that risks harm to shoppers, to us or to others. When your use ends, your data is handled as described in our Privacy Policy.

11. Disclaimers

Except as expressly stated in these terms, PixelChat is provided "as is", and to the extent permitted by law we disclaim all implied warranties, including fitness for a particular purpose.

12. Limitation of liability

To the extent permitted by law, we are not liable for indirect, incidental or consequential losses, including lost profits, lost sales or loss of data. Our total liability arising from these terms or PixelChat is limited to the fees you paid us in the 12 months before the claim. Nothing in these terms limits liability that cannot be limited by law.

13. Indemnity

You will defend and indemnify us against third-party claims arising from your products, your content, your store policies, or your breach of these terms or of the law.

14. Changes to these terms

We may update these terms. We will post changes on this page and, for material changes, notify you through the app or by email at least 30 days before they take effect. Continuing to use PixelChat after that means you accept the updated terms.

15. General

These terms, with our Privacy Policy, are the entire agreement between us about PixelChat. If any part is unenforceable, the rest remains in effect. You may not assign these terms without our consent. We may assign them to an affiliate or to a successor in a merger, acquisition or sale of all or part of our business, with notice to you.

These terms are governed by the laws of Pakistan, and the courts of Lahore have jurisdiction, except where the law gives you the right to bring proceedings elsewhere.

16. Contact