Terms of service

Service

ResolvePilot is a Shopify embedded application for customer issues, returns, refunds and dispute-evidence preparation. The merchant authorises Shopify access during installation and controls team access, policies, automation mode and every sensitive mutation.

Merchant responsibilities

• Use ResolvePilot only for lawful customer-resolution activity on stores you control.
• Provide accurate policies and evidence, review AI output and never submit fabricated or misleading material.
• Maintain authorised Shopify users and protect account credentials.
• Obtain any customer notices or lawful basis required for communication and fulfilment.

Approval and safety

AI output is a draft, not legal, financial or payment-network advice. ResolvePilot may block an ordinary refund while an open chargeback makes it unsafe and may require reauthorisation when Shopify tokens or permissions expire. A merchant remains responsible for final evidence, return, refund and customer decisions.

Fees

Paid plans are activated and billed through Shopify App Pricing. Entitlements and managed-case limits are enforced server-side. Shopify handles subscription approval, cancellation and payment processing. The three-case Free allowance is lifetime-bound and does not restart after uninstall, retention or redaction.

Availability and termination

We operate monitored services, encrypted backups and rollback releases, but do not promise uninterrupted availability. Either party may terminate by uninstalling or cancelling the app. Required deletion follows Shopify privacy webhooks and the data-processing terms.

Liability

To the extent permitted by law, Fleeta Limited is not liable for indirect loss, lost profit or a merchant’s unsupported evidence or unauthorised action. Nothing excludes liability that cannot lawfully be excluded.

Contact and governing law

These terms are governed by the laws of England and Wales. Contact support@resolvepilot.fleeta.co.uk before commencing a claim so the issue can be investigated.