Terms of service

1. The service

Dispatch AI adds an AI shopping assistant and support chat to your online store. It answers shoppers' questions from your catalog and policies, recommends products, looks up orders for the shoppers who own them, can offer discounts within rules you set, and hands conversations to your team. AI replies can be wrong. You're responsible for your store's policies, for the instructions and offers you configure, and for reviewing how the assistant represents your business.

2. Your account

You must have authority to bind your business. Keep your sign-in secure. You're responsible for what your team members do in Dispatch, and for the tools and AI keys you connect.

3. Acceptable use

Don't use Dispatch to break the law, to mislead or harm shoppers, to send unsolicited marketing, to collect payment card data or other sensitive categories of data through the chat, or to interfere with the service or other merchants. We may suspend an assistant that's being abused.

4. Plans and billing

Dispatch is billed through Shopify, in US dollars, as a recurring charge on your Shopify bill. Every plan includes every feature. The plans are:

• Own key, $9 a month: the assistant runs on your own AI provider key, and you pay that provider directly for what you use. The plan includes 50 Dispatch AI conversations for setup, which run on our AI provider (Anthropic), so the assistant works before you add a key.
• Managed, $49 a month: includes 600 conversations a month on Dispatch AI, so no AI key is needed.
• Managed Pro, $149 a month: includes 2,500 conversations a month on Dispatch AI.

New subscriptions start with a 14-day free trial. You approve every charge in Shopify before it's made, and we never charge anything you haven't approved there. You can change plans in the app at any time. To cancel, uninstall Dispatch: Shopify stops billing from that point. Fees already charged aren't refunded, except where the law or Shopify's policies require it. If we change a plan's price, we'll tell you at least 30 days in advance, and Shopify asks you to approve the new price before it applies.

5. Your data

You own your store data and your shoppers' conversations. You allow us to process them only to provide and secure the service, and to measure how it runs with aggregated, de-identified metrics, as described in the privacy policy and the Data Processing Addendum. We don't sell personal information or use shoppers' conversations to train AI models.

6. Third-party services

Dispatch works with Shopify and with services you choose to connect, such as AI providers, helpdesks, Slack, Corso and others. Their terms apply to your use of them, and we aren't responsible for them.

7. Availability and changes

We work to keep Dispatch available, but we don't guarantee it will be uninterrupted or error-free. We may change features. We'll tell you before we remove something material.

8. Termination

You can stop using Dispatch at any time by uninstalling it. We may suspend or end your access if you breach these terms. After you uninstall, your data is deleted as described in the privacy policy and the Data Processing Addendum.

9. Disclaimers and liability

Dispatch is provided "as is". To the extent the law allows, neither party is liable for indirect or consequential damages, and our total liability is limited to the fees you paid us in the 12 months before the claim (or USD 100 if you paid nothing).

10. Changes to these terms

We may update these terms. We'll announce material changes by email or in the app at least 30 days before they take effect. Contact: support@osroc.io.

Data Processing Addendum

This addendum applies when Dispatch processes personal data on your behalf to provide Dispatch AI. In it, "we" means Dispatch.

1. Roles. You are the controller (or "business") for your shoppers' personal data. We are your processor (or "service provider") and processes it only on your documented instructions, which are these terms and the way you configure Dispatch.
2. Purpose and data. The purpose is running the assistant on your store: customer service, order lookups for shoppers who prove an order is theirs or are signed in, personal recommendations, offer targeting, handoffs to your team, reporting to you, and, when you turn on Night Shift, reviewing recent conversations to suggest improvements to your assistant. The data subjects are your shoppers and site visitors. The data is: chat messages and photos; page and cart context; when the shopper provides it or is signed in, their name, email address and Shopify customer ID; details of the shopper's own order; results from tools you connect that act for signed-in shoppers; when you turn these features on, recent order history and the customer facts listed in the privacy policy; and keyed hashes used to prevent offer abuse. No special categories of data are intended.
3. Confidentiality. Anyone authorized to process the data is bound by confidentiality. Access is limited and logged.
4. Security. Encryption in transit and at rest, encrypted credentials, role-based and least-privilege access, access logging, and an incident response process.
5. Sub-processors. You authorize the sub-processors listed below. We'll give you notice before adding a new one, and you can object.
   • Shopify: the platform the app runs on, merchant sign-in from the Shopify admin, and billing for Dispatch plans.
   • Cloudflare: hosting, databases and storage, encrypted caching, AI request routing, and sending handoff emails.
   • Anthropic: generates the assistant's replies, and the Night Shift reviews merchants turn on, on Dispatch AI (the plans with included conversations) and for merchants who add an Anthropic key. The Own key plan also includes 50 Dispatch AI conversations for setup, and those run on Anthropic too.
   • OpenAI, OpenRouter or DigitalOcean: only when the merchant adds their own key for that provider and chooses one of its models. The provider then processes replies (and Night Shift reviews, if on) under the merchant's own account with it.
   • Google: dashboard sign-in, only for people who choose "Sign in with Google".
   • Slack, Gorgias and Zendesk: only when the merchant connects them, to hand conversations to the store's team.
   • Other tools the merchant connects (for example Corso for returns and exchanges, Recharge for subscriptions, or a product reviews app): only when a shopper's request needs that tool, and only the details that request needs.
6. Assistance. We help you respond to data subject requests (including Shopify's customers/data_request and customers/redact requests) and with security and impact assessments, as reasonably needed.
7. Breach notice. We'll notify you without undue delay, and within 72 hours where the law requires it, after we become aware of a personal data breach affecting your data.
8. Deletion. Transcripts are deleted 90 days after the last message, and offer abuse-prevention records after 30 days. A shopper's data is deleted when Shopify sends a customer deletion request. Your store's data is deleted when Shopify sends the shop deletion request, 48 hours after you uninstall.
9. International transfers. Where data leaves the EEA, the UK or Switzerland, the Standard Contractual Clauses (and the UK Addendum) apply.
10. Audits. We'll make available the information reasonably needed to show compliance with this addendum.
11. US state privacy laws. We don't sell or share personal data. We process it only for the business purposes above, and we don't combine it with data from other sources except as these terms allow (CCPA/CPRA service provider terms).