Terms of Service

Effective date: August 19, 2026
Last updated: September 15, 2026

These Terms of Service (“Terms”) are entered into between you (“you,” “your”) and Egissystems, Inc. (“we,” “us,” “our”) in respect of Tracklepop (the “App”), a Shopify application that provides AI-assisted customer support for Shopify merchants.

By installing the App and clicking “I Agree,” or otherwise indicating your acceptance during installation, you agree to be bound by these Terms, and to bind your authorized users (such as your employees or contractors) to comply with them as well. You acknowledge that you have read these Terms in full. If you are an individual agreeing to these Terms on behalf of an entity, such as your employer, you represent that you have the legal authority to bind that entity, and “you”/“your” refers to that entity.

These Terms are incorporated into and should be read together with our Privacy Policy. We may amend these Terms from time to time. Your continued use of the App after an updated version is posted constitutes acceptance of the new Terms.

1. Right to Use

• Installation. The App is made available via the Shopify App Store or other sources we authorize.
• Grant. When you install the App in accordance with these Terms, we grant you a right to use the App solely to support and improve the operation of your Shopify store, subject to these Terms.
• Term. This right to use begins when you install (or otherwise access) the App and continues until these Terms are terminated as described in Section 12.
• Territory. You are granted the right to use the App worldwide, subject to these Terms and to any export control or sanctions laws that may apply to you.

2. Restrictions

• Unless otherwise permitted under these Terms, you must not:
  • use the App in connection with any software, product, or website other than your Shopify store;
  • sublicense, sell, rent, lease, distribute, host, outsource, or otherwise commercially exploit the App, or make it available to third parties;
  • reverse-engineer, disassemble, decompile, or otherwise attempt to derive the App’s source code, except as permitted by law;
  • interfere with or disrupt the App, or make it more difficult for other merchants to use it — including attempting to circumvent the monthly order or AI-resolution limits associated with your plan tier (see Section 3);
  • use access to the App to build or replicate a competing product or service;
  • attempt to profit from the App other than by using it to support your own Shopify store’s operation; or
  • use the App in any manner that violates applicable law or these Terms.
• We may take reasonably necessary measures to prevent or stop violations of these Terms, including revoking your access without prior notice or refund.

3. Subscription Plans, Billing, and Charges

Flat-rate pricing, billed through Shopify. Tracklepop is priced in flat monthly tiers, with no usage-based or overage billing. Fees are billed through Shopify’s Billing API and appear on your regular Shopify invoice; no third-party payment processor (e.g. Stripe) is used. By subscribing to a paid plan, you authorize Shopify to bill you on our behalf according to the plan you select.

• No overage charges. If you exceed your plan’s monthly order-sync or AI-resolution limit, the affected feature is paused for the rest of the billing cycle and you’re prompted to upgrade — we do not automatically bill you extra for exceeding a limit. Upgrading to a higher tier takes effect immediately upon your approval of the new charge via Shopify.
• Free trial. New installs begin on a 30-day free trial that provides Starter-level access at reduced limits (50 order syncs, 10 AI resolutions), with no charge. The trial does not automatically convert to a paid subscription — Shopify’s billing flow requires you to actively select a plan and approve the resulting recurring charge (via a Shopify-hosted confirmation page) before you are billed. If you have not selected and approved a paid plan by the time your trial ends, App functionality is paused until you do; we do not charge you without that explicit approval step.
• Recurring charges. Paid subscriptions bill on a recurring 30-day cycle, anchored to the date your subscription was approved.
• Plan changes. You may upgrade or downgrade your plan at any time from the App’s billing settings. A plan change takes effect once you approve the corresponding charge through Shopify; we do not prorate the plan you are switching from.
• Refunds. The fee for each billing cycle is earned in full upon commencement of that cycle, in consideration for your right to access the App during the cycle. Except as required by applicable law, all charges are non-refundable, including for partial billing periods on a cycle already commenced. If you cancel a paid subscription, your shop will be downgraded to the free trial tier immediately, and no credit or refund will be issued for the remainder of the current billing period.
• Failed or disputed charges. If a charge fails or is declined through Shopify, we may suspend or restrict App functionality until the balance is resolved.

4. No Warranties

• The App is provided “as is” and “as available.” You use it at your own risk. We do not warrant that the App will meet your specific requirements, that its AI-generated responses will always be accurate, or that access will be uninterrupted, timely, secure, or error-free. No advice or information obtained from us, whether oral or written, creates any warranty not expressly stated in these Terms. You are solely responsible for reviewing AI-drafted responses before they reach your customers where the App is configured for manual review, and for the consequences of your use of the App generally.

5. Ownership

• General rule. We retain all rights to the App, its components, and related intellectual property, except as expressly granted to you in Section 1.
• Trademarks. All trademarks, service marks, and trade names associated with the App are owned or licensed by us. Nothing in these Terms grants you any rights to them.
• Feedback. Any comments, feedback, or ideas you send us are provided on a non-confidential basis. You grant us a perpetual, worldwide, royalty-free license to use that feedback for any purpose, including improving or marketing the App, without compensation or attribution to you.

6. Modification of the App

• We may modify, suspend, or discontinue the App, in whole or in part, at any time, though we will make reasonable efforts to notify merchants of material changes in advance.
• Descriptions of the App and its pricing are subject to change at our discretion.

7. Updates and Support

• Updates. We will provide updates to the App at our discretion; we don’t guarantee a specific update schedule.
• Support. We provide support for the App’s core functionality. We may decline support where we reasonably believe you have violated these Terms.
• Customizations. Any custom development or configuration work outside the App’s standard functionality is not covered by standard support.

8. Third-Party Platforms

• Shopify. The App is distributed through the Shopify App Store, and your use of Shopify itself is governed by Shopify’s own terms. We are not responsible for your use of Shopify or its services.
• AI subprocessors and other third parties. The App uses OpenAI (primary) and Anthropic (fallback) to draft AI responses, and an automated PII-scrubbing step to anonymize customer data before it is sent to either provider; this is described in full in our Privacy Policy. Any other third-party services, sites, or integrations linked to or used by the App are provided for convenience only. We are not responsible for your use of, or information obtained from, such third parties, or for the availability of those providers (for example, if OpenAI or Anthropic is unavailable and this delays or degrades AI-drafted responses).

9. Merchant Data and Customer Data

• Merchant Data. You retain ownership of Merchant Data (your store’s data) and Customer Data (your Customers’ data). You grant us a limited license to access, process, and use that data solely to provide the App services, and to maintain, secure, and enhance the App’s operation for your store, as described in our Privacy Policy — including anonymizing Customer Data before it is sent to any AI subprocessor.
• Customer Data. You are responsible for ensuring you have the legal right to share your Customers’ data with us via the App, and for complying with applicable data protection laws, including obtaining any necessary consents from your Customers.
• Data Controller / Processor. For Customer Data, you are the data controller and we act as your processor / service provider, consistent with the roles described in the Privacy Policy.
• Subprocessors. You authorize us to engage OpenAI, Anthropic, Sentry, and Railway as subprocessors for the purposes described in our Privacy Policy. We shall notify you before adding a new subprocessor with access to Customer Data, and you may object on reasonable data-protection grounds by written notice to legal@tracklepop.com within fifteen (15) days from receipt of notice.
• Security. We maintain administrative, technical, and organizational safeguards for Customer Data consistent with those described in our Privacy Policy.
• Breach notification. If we become aware of a personal data breach affecting Customer Data, we will notify you without undue delay, and within a timeframe that allows you to meet your notification obligations to the National Privacy Commission and affected data subjects under the Data Privacy Act of 2012 and NPC Circular No. 16-03.
• Audit. On reasonable written request, we will provide you with a summary of our security practices at such time to allow you to assess our processing of Customer Data.

10. Indemnification by You

• You agree to indemnify and hold harmless us and our officers, directors, employees, agents, and successors from any third-party claim arising from or related to your breach of these Terms, your use of the App, or your violation of applicable law in connection with the App — including associated liabilities, damages, litigation costs, and reasonable attorneys’ fees.

11. Limitation of Liability

• Exclusions. To the maximum extent permitted by law, we are not liable to you for any indirect, incidental, special, consequential, or exemplary damages, including loss of profit, goodwill, or data, regardless of whether we were advised of the possibility of such damages.
• Cap. If a limitation above is held invalid under applicable law, our cumulative liability for all claims relating to the App is capped at the amount you paid us for the App during the TWELVE (12) months immediately preceding the event giving rise to the claim.
• Force Majeure. We are not liable for any failure or delay caused by circumstances beyond our reasonable control, including acts of God, natural disaster, war, terrorism, civil unrest, embargoes, government action, labor disputes, or internet/telecommunications outages — including outages of our AI subprocessors (OpenAI, Anthropic) or hosting provider (Railway).

12. Term and Termination

• Term. You may use the App until these Terms are terminated.
• Termination by us. We may terminate these Terms immediately and without prior notice where you commit a breach described in Section 2.1, or any other breach that we reasonably believe requires immediate action to prevent harm to us, other merchants, or third parties. For any other breach capable of being cured, we will give you written notice describing the breach and you shall have a period of ten (10) days to cure the breach before termination.
• Termination by you. You may terminate these Terms at any time by uninstalling the App or cancelling your subscription.
• Effect of termination. Upon termination, your right to use the App ends immediately, and your plan is downgraded to no active subscription. Termination does not obligate us to refund amounts already paid. Uninstalling the App triggers our standard data-deletion process described in the Privacy Policy; if you only cancel your subscription without uninstalling, your account data is retained per the Privacy Policy’s retention terms.
• Continued use after termination. If you continue using the App after receiving notice of termination, you agree that we may seek injunctive relief to stop that use, and you agree to bear reasonable costs (including attorneys’ fees) and damages arising from that continued use.

13. Governing Law and Dispute Resolution

• Governing law. These Terms are governed by the laws of the Republic of the Philippines, without regard to conflict-of-law principles.
• Negotiation first. Before pursuing formal dispute resolution, the parties will attempt in good faith to resolve any dispute through direct negotiation for thirty (30) days following written notice. A party raising a dispute will notify the other in writing describing the claim or disagreement. If the dispute is not resolved by the end of that thirty (30)-day period, either party may pursue the formal dispute resolution described in Section 13.3.
• Venue. If a dispute is not resolved through negotiation, it will be subject to the exclusive venue of the proper courts of Taguig City, Philippines, to the exclusion of all other venues and courts.

14. Miscellaneous

• Severability. If any provision of these Terms is held invalid or unenforceable, the remaining provisions remain in effect, and the affected provision will be modified to be enforceable to the maximum extent permitted by law.
• Entire agreement. These Terms, together with our Privacy Policy, are the entire agreement between you and us regarding the App, superseding any prior agreements on the same subject.
• No waiver. Our failure to enforce any provision does not waive our right to enforce it later.
• Interpretation. Section headings are for convenience only. “Including” means “including without limitation.”
• Independent contractor. Your relationship to us is that of an independent contractor. Neither party is an agent, partner, or joint venturer of the other.
• Assignment. You may not assign these Terms without our prior written consent. We may assign these Terms without your consent, including in connection with a merger, acquisition, or sale of assets. These Terms bind permitted assignees.

15. Contact Us

Egissystems, Inc.
Email: legal@tracklepop.com
Address: 9F Uptown Bonifacio Tower 3, 36th St. cor. 11th Ave., Bonifacio Global City, Taguig City, Philippines 1634