Terms of Service

ScaleFlows provides business software for e-commerce customer support. Depending on your plan, settings, and connected services, the platform may provide a shared inbox, AI-assisted or automated replies, knowledge and policy configuration, message flows, contact and order context, team collaboration, analytics, translation, tracking and fulfillment context, and tools relating to disputes and customer service actions.

Features may vary by plan, integration, country, provider availability, and release stage. We may add, change, suspend, or discontinue features where reasonably necessary, including for security, legal, provider, or operational reasons.

ScaleFlows does not guarantee any particular commercial result, including increased sales, fewer disputes, reduced support volume, response times, cost savings, or successful dispute outcomes.

The Service is intended for businesses and their authorized personnel, not consumers acting for personal purposes. You must be at least 18 years old and legally capable of entering into a contract. If you use ScaleFlows for a company or other organization, you confirm that you have authority to bind it to these Terms.

You must provide accurate account information, keep your credentials secure, and promptly notify us of suspected unauthorized access. You are responsible for activity carried out through your account except to the extent caused by our breach of these Terms.

A ScaleFlows account may contain one or more stores or workspaces. Owners and administrators may invite team members and assign roles. The account owner is responsible for authorized users, role assignments, connected services, and workspace settings.

You may connect third-party services such as Shopify, Stripe, Gmail, Microsoft 365, SMTP providers, Postmark, notification channels, and tracking or scheduling services. You authorize us to access, receive, store, and transmit information through those services as needed to provide the features you enable.

Shopify permissions may include reading orders, historical orders, customers, products, fulfillments, refunds, and Shopify Payments disputes, and writing customer or order information. Depending on your configuration, ScaleFlows may propose or perform actions such as updating an address, updating marketing consent, creating or completing a replacement order, editing an order, issuing a refund, or cancelling an order.

You are responsible for maintaining the required third-party accounts and permissions, reviewing requested access, and ensuring that your use of each connected service complies with its terms. Disconnecting an integration stops future access but does not automatically delete information already processed in ScaleFlows.

ScaleFlows uses artificial intelligence and rules-based automation to classify messages, retrieve relevant context, generate and translate replies, analyze attachments, route conversations, and support configured customer service actions. You can configure autonomy modes, approval rules, handover rules, policies, and per-thread controls.

AI-generated content and classifications may be inaccurate, incomplete, inappropriate, or unavailable. You are responsible for configuring the Service, reviewing outputs where appropriate, monitoring automated activity, and ensuring that communications and actions taken through your account are suitable for your business and customers.

You remain the sender and business responsible for customer communications sent through your connected mailboxes or domains. You must ensure that your instructions, policies, templates, automated flows, and use of customer data comply with applicable consumer protection, privacy, direct marketing, e-commerce, and communications laws.

• Provide customers with any legally required privacy and AI-interaction notices
• Have a lawful basis for supplying customer and connected-service data to ScaleFlows
• Obtain any consent required for marketing or automated messages
• Review and keep your refund, return, cancellation, replacement, and escalation policies accurate
• Respond to customer and data-subject requests for which you are responsible

You retain your rights in information and materials submitted to or processed through the Service, including messages, attachments, policies, templates, knowledge documents, product information, and customer data ("Your Content").

You grant ScaleFlows and its service providers a limited, non-exclusive right to host, copy, process, transmit, and display Your Content only as needed to provide, secure, support, and improve the Service, comply with law, and enforce these Terms.

You confirm that you have all rights and permissions necessary for us to process Your Content as described in these Terms and our Privacy Policy. You are responsible for the accuracy, legality, and integrity of Your Content.

Our Privacy Policy explains how we process personal information as a controller. When we process personal data contained in Your Content on your behalf, you are generally the controller and ScaleFlows acts as your processor or service provider. Where required, the parties will enter into a separate data processing agreement.

You must not submit special-category, highly sensitive, or regulated data unless it is necessary for your lawful use of the Service and you have implemented appropriate safeguards.

Paid plans are recurring subscriptions processed through Stripe. The price, currency, billing interval, trial terms, included usage, store limits, and other plan restrictions shown at checkout or in the Service form part of these Terms.

By starting a paid plan or a card-backed trial, you authorize Stripe to charge your selected payment method when the trial ends and at each renewal until cancellation. Taxes may be added where required. If payment fails or becomes overdue, we may restrict or suspend paid features.

Usage is measured according to the definitions shown in the Service. We may apply reasonable technical limits and prevent use that exceeds your plan. You may need to upgrade or purchase additional capacity to continue using affected features.

You may cancel through the billing settings or Stripe customer portal. Unless stated otherwise at checkout, cancellation takes effect at the end of the current paid billing period and prevents the next renewal; access continues until that period ends.

Except where applicable law requires otherwise, fees already charged are non-refundable. We may issue a refund or credit at our discretion, including for duplicate charges or confirmed billing errors. Cancelling a subscription does not by itself delete your account, stores, or data.

You must not, and must not allow others to:

• Use ScaleFlows for illegal, fraudulent, or misleading purposes
• Send spam, unlawful marketing, abusive content, malware, or communications that impersonate another person without authority
• Upload or process data without the necessary rights, notices, or lawful basis
• Attempt to gain unauthorized access to accounts, systems, or data
• Interfere with, overload, probe, scrape, or circumvent the security or usage limits of the Service
• Reverse engineer, copy, resell, or make the Service available to third parties except as expressly permitted
• Use the Service or its outputs to develop a competing model or service except where applicable law prevents this restriction

We may investigate suspected misuse and suspend or terminate access where reasonably necessary to protect customers, third parties, or the Service.

The Service depends on third parties, which may include Shopify, Stripe, Supabase, Anthropic, OpenAI, Google, Microsoft, Postmark, DeepL, Featurebase, Vercel, tracking providers, and services selected by you. Their services are governed by their own terms and may change or become unavailable.

We are not responsible for a third-party service, its decisions, or changes outside our reasonable control. We may modify or discontinue an integration if its provider changes access, pricing, functionality, or legal requirements.

ScaleFlows and its licensors own the Service, software, designs, documentation, trademarks, and related intellectual property. Except for the limited right to use the Service during your subscription, no rights are transferred to you.

If you provide feedback or suggestions, you allow us to use them without restriction or payment, provided we do not identify you publicly without permission.

We aim to provide a reliable Service but do not guarantee uninterrupted, secure, or error-free operation. Maintenance, incidents, internet failures, and third-party outages may affect availability, message delivery, data synchronization, or automated actions.

Beta, preview, and experimental features may be changed or withdrawn at any time and may be less reliable than generally available features.

We may suspend or terminate access if you materially breach these Terms, fail to pay amounts due, create a security or legal risk, misuse the Service, or if continued provision becomes unlawful. Where practicable, we will provide notice and an opportunity to remedy the issue.

You may disconnect integrations or permanently delete a store through available settings. Store deletion removes the store workspace and associated data from active systems, subject to legal retention, security logs, backups, and third-party retention. Integration disconnection alone does not delete historical data.

Before termination or deletion, you should export any information you need using available tools. Additional access, export, or deletion requests may be sent to privacy@scaleflows.ai. After termination, sections that by their nature should survive will remain effective, including payment, intellectual property, disclaimers, liability, and indemnity provisions.

To the fullest extent permitted by law, the Service is provided "as is" and "as available." We disclaim implied warranties of merchantability, fitness for a particular purpose, satisfactory quality, non-infringement, and that AI outputs or third-party data will be accurate or complete. Nothing in these Terms excludes rights or warranties that cannot lawfully be excluded.

ScaleFlows is not a legal, financial, tax, payments, or chargeback advisory service. Dispute evidence, analytics, recommendations, and automated actions are operational tools; you remain responsible for decisions, submissions, and compliance.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot legally be limited.

Subject to the previous paragraph and to the fullest extent permitted by law, neither party will be liable for indirect or consequential loss, loss of profits, revenue, goodwill, anticipated savings, or business opportunity. ScaleFlows' total aggregate liability arising from the Service or these Terms will not exceed the fees paid or payable by you for the Service during the 12 months immediately before the event giving rise to the claim.

You will indemnify ScaleFlows against third-party claims, losses, and reasonable costs arising from Your Content, customer communications or actions sent through your account, your connected services, your breach of these Terms, or your violation of applicable law, except to the extent caused by ScaleFlows.

These Terms and any non-contractual obligations arising from them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except where applicable law requires otherwise.

Before starting formal proceedings, each party will make reasonable efforts to resolve the dispute by contacting the other party and allowing at least 30 days for a response.

We may update these Terms to reflect changes to the Service, law, security, or our business. We will post the revised Terms and update the date above. For material changes, we will provide reasonable additional notice where required. Continued use after the effective date constitutes acceptance of the revised Terms.