Terms of Service.

1. About these terms

These Terms of Service (the "Terms") form a contract between Sorted. ("we", "us", "our") and the business that creates an account ("you", the "Customer"). They govern your use of Sorted., including the support panel, the AI features, the help centre, returns form and chat widget we host for you, our APIs and any related services (together, the "Service").

By ticking the box when you sign up, or by using the Service, you agree to these Terms on behalf of your business, and you confirm that you have authority to do so. Our Data Processing Agreement (the "DPA") forms part of these Terms. Our Privacy Policy explains how we handle personal data for which we are the controller.

2. Definitions

Account

Your company's workspace on the Service, including its settings and Users.

Customer Data

Everything you or your Users put into the Service or that the Service collects on your behalf: emails, tickets, notes, attachments, order and product information from your connected store, chat transcripts, help-centre content and similar. It includes personal data about your own customers ("End Customers").

Conversation

One customer ticket that the AI works on in a billing month, however many messages it contains.

Connected Services

Third-party services you link to your Account, such as your email mailbox and your Shopify store.

Plan

The subscription tier you choose, with its price and allowances as shown on our pricing page at the time.

Users

Your staff and contractors you invite to your Account.

3. Your account

The Service is for businesses only. You must not use it as a consumer, and you must be at least 18 to create an Account. You are responsible for:

• making sure the information you give us is accurate and kept up to date;
• who you invite as Users and what they do in your Account, including keeping their sign-in details secure (we strongly recommend two-factor authentication for everyone, and may require it);
• telling us promptly at hello@sortedinbox.app if you suspect unauthorised access to your Account.

Your Account's administrators can change its settings, connections, team and billing. You are responsible for choosing them carefully.

4. Free trial

New Accounts start with a free trial, currently 14 days, on the Plan you choose. No payment card is needed to start. During the trial the Service is provided as is, and we may limit allowances to prevent abuse. To keep using the Service after the trial, you need to choose a Plan and provide payment details. If you don't, your Account will be paused and we may delete it, and its Customer Data, as described in section 18. We may refuse or end a trial at our discretion, for example if we suspect misuse or repeated trials.

5. Subscriptions, fees and payment

• Billing. Plans are billed monthly in advance, in pounds sterling, through our payment provider. Fees are exclusive of VAT and any other applicable taxes, which we will add where required.
• Renewal. Your subscription renews automatically each month until it is cancelled.
• Changes of Plan. You can move up or down a Plan at any time. We may prorate the difference or apply the change from your next billing date, as shown at the time of the change.
• Failed payments. If a payment fails, we will tell you and retry. If it remains unpaid 14 days after we first tell you, we may suspend the Service until it is paid.
• Price changes. We may change our prices by giving you at least 30 days' notice by email. The new price applies from your first billing date after the notice period. If you don't agree, you can cancel before then.
• Refunds. Fees already paid are non-refundable, including for partial months, except where these Terms say otherwise or the law requires.

6. Allowances and fair use

Each Plan includes a monthly allowance of Conversations and a number of Users, as shown on the pricing page. If you reach your Conversation allowance, emails still arrive and your Users can still read and answer them, but the AI pauses drafting and sending for new Conversations until your next billing month or until you upgrade. Unused allowance does not roll over.

The Service is shared infrastructure, so you agree to use it fairly. In particular, you must not:

• use automation to generate artificial Conversations, chats or AI requests, or route unrelated workloads through the Service;
• use the website chat widget or AI features in a way that is out of proportion to normal customer support for a business of your size;
• share a single Account between separate businesses or brands without our agreement.

If your use materially exceeds what is reasonable for your Plan, we will contact you first to discuss it. We may then rate-limit the affected features or ask you to move to a more suitable Plan.

7. Acceptable use

You must not use the Service, or let anyone else use it, to:

• break any law or regulation, including data protection, consumer protection, e-privacy and anti-spam laws;
• send unsolicited marketing, bulk email or messages your End Customers have not asked for;
• deceive, harass, threaten or discriminate against anyone, or send content that is unlawful, defamatory or infringes anyone's rights;
• process special category personal data (for example health data) or criminal-offence data through the Service, except where it arrives incidentally in a customer's own message and you handle it lawfully;
• upload malware, probe or attack the Service, bypass its security, allowances or rate limits, or interfere with other customers;
• copy, reverse engineer or resell the Service, or use it to build a competing product;
• use the AI features to make decisions that produce legal or similarly significant effects on individuals without meaningful human review.

8. Your responsibilities for your customers and their data

For Customer Data, you are the controller and we are your processor, as set out in the DPA. That means you are responsible for:

• having a lawful basis to collect your End Customers' personal data and to process it using the Service, including AI-assisted processing;
• telling your End Customers, in your own privacy notice, how you use their data, including that you use service providers and AI tools to help answer their messages;
• the accuracy and legality of the content you put into the Service, including your knowledge base, policies, templates and help-centre articles;
• responding to your End Customers' data protection requests (we give you tools and help, as described in the DPA);
• making sure you are entitled to connect each Connected Service and to give us access to it.

You authorise us to access your Connected Services on your behalf, only as needed to provide the Service. You can disconnect them at any time.

9. AI features and automatic replies

The Service uses artificial intelligence to classify messages, look up information, draft replies, answer questions in the chat widget and in "Ask AI", and suggest knowledge-base content. Please read this section carefully.

• AI can be wrong. AI output can be inaccurate, incomplete or inappropriate, even when it sounds confident. Confidence scores and guard rails reduce the risk; they do not remove it.
• You choose what sends automatically. By default, the AI drafts and your Users decide what to send. Automatic sending only happens for the categories and conditions your administrators switch on, and subject to the guard rails and send delay you configure.
• Replies from your Account are yours. You are responsible for every message sent from your Account, whether written by a User, drafted by the AI and sent by a User, or sent automatically under settings you enabled. This includes any promises, refunds, discounts or goodwill gestures made in them, and any actions you let the Service take in your connected store.
• Keep a human in the loop. You agree to review automatic-send settings regularly, to monitor what is sent, and to switch automation off for anything that needs human judgement.
• Not professional advice. The Service does not give legal, financial, safety or other professional advice, and AI output must not be relied on as such.
• No training on your data. We do not use Customer Data to train AI models, and our AI providers are contractually prevented from doing so.

10. Connected and third-party services

The Service works with services we don't control, including your email provider, Shopify and the providers listed in our DPA. Your use of those services is governed by their own terms. We are not responsible for their availability, changes or failures, or for data once it has left the Service at your instruction (for example, a reply delivered to your End Customer's mailbox). If a Connected Service changes in a way that stops part of the Service working, we will make reasonable efforts to adapt, but cannot guarantee we will be able to.

11. Availability, changes and support

We work hard to keep the Service available and fast, and to fix problems quickly, but we do not promise it will be uninterrupted or error-free. We may need planned maintenance; where practical we will schedule it outside UK business hours and give notice of anything significant.

We improve the Service continually and may add, change or remove features. If we remove a feature that is material to your Plan, we will give you at least 30 days' notice, and if that leaves you materially worse off you may cancel and receive a pro-rata refund of fees you have prepaid for the period after the change.

Support is provided by email at hello@sortedinbox.app during UK business hours. Some Plans include priority support as described on the pricing page.

12. Intellectual property

We (and our licensors) own the Service, including its software, design and documentation. Subject to these Terms, we grant you a non-exclusive, non-transferable right for your Users to use the Service for your internal business purposes while your subscription is active.

You own Customer Data. You grant us a worldwide, limited licence to host, copy, transmit and process Customer Data only as needed to provide, secure and support the Service for you, and as described in the DPA. As between you and us, AI drafts and other output generated for your Account belong to you.

If you send us feedback or suggestions, we may use them without obligation to you.

13. Confidentiality

Each of us will keep the other's confidential information confidential, use it only for the purposes of these Terms, and share it only with people who need to know it and are bound by similar duties. This doesn't apply to information that is public through no fault of the recipient, already known to it, independently developed, or that must be disclosed by law (in which case, where lawful, the recipient will give notice first).

14. Data protection

Each of us will comply with the data protection laws that apply to it, including the UK GDPR and the Data Protection Act 2018, and, where they apply, the EU GDPR. Our processing of Customer Data on your behalf is governed by the DPA. Our processing of personal data as a controller, such as your Users' account details and your billing contacts, is described in our Privacy Policy.

15. Warranties and disclaimers

We will provide the Service with reasonable skill and care. Except as expressly set out in these Terms, the Service is provided "as is", and to the fullest extent the law allows we exclude all other warranties, conditions and terms, whether implied by statute, common law or otherwise, including as to satisfactory quality, fitness for a particular purpose and the accuracy of AI output.

16. Limitation of liability

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.

Subject to that:

• neither of us is liable for any loss of profits, revenue, sales, business, contracts, anticipated savings or goodwill, or for any indirect or consequential loss, however arising;
• we are not liable for losses caused by messages sent from your Account (including automatic replies you enabled), by your instructions, by your Connected Services, or by your breach of these Terms;
• our total liability to you arising out of or in connection with these Terms, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the total fees you paid us in the 12 months before the event giving rise to the claim. If the claim arises during a free trial, our total liability is limited to £100.

You will indemnify us against claims by third parties (including your End Customers and regulators) to the extent they arise from Customer Data, from messages sent from your Account, or from your breach of sections 7 or 8.

17. Suspension

We may suspend all or part of the Service, with notice where reasonably possible, if: fees are overdue as described in section 5; you or your Users materially breach section 6 or 7; or suspension is necessary to protect the Service, other customers or anyone's data from a security threat or harm. We will lift the suspension as soon as the reason for it is resolved.

18. Term, cancellation and your data

These Terms start when you create an Account and continue until your Account is closed.

• You can cancel any time from the billing page in your panel or by emailing us. Cancellation takes effect at the end of the billing month you have paid for, and you keep access until then.
• We may terminate on 30 days' written notice for any reason, in which case we will refund fees you have prepaid for the period after termination; or immediately by notice if you materially breach these Terms and (where the breach can be fixed) don't fix it within 14 days of our notice, or if you become insolvent.
• Exporting your data. For 30 days after your Account closes, you can ask us for an export of your Customer Data in a commonly used, machine-readable format, and we will provide it.
• Deletion. After that 30-day window we delete Customer Data from the live Service, normally within a further 30 days, and it is removed from our rolling backups within 35 days after that. We may keep limited records where the law requires it (for example invoices) or to resolve a dispute.

Sections that by their nature should survive termination, including 8, 9, 12, 13, 16 and 21, continue to apply.

19. Changes to these terms

We may update these Terms from time to time. If a change materially affects you, we will give you at least 30 days' notice by email or in the panel before it takes effect. If you don't agree, you can cancel before the change takes effect. Otherwise, continuing to use the Service means you accept the updated Terms. The date at the top shows when they were last changed.

20. General

• Entire agreement. These Terms, the DPA and any order form we both sign are the whole agreement between us about the Service and replace earlier discussions. Each of us confirms it hasn't relied on any statement not set out in them.
• Assignment. You may not transfer your rights under these Terms without our written consent. We may transfer ours to a successor to our business, and will tell you if we do.
• Events outside our control. Neither of us is responsible for delay or failure caused by events beyond its reasonable control, other than your obligation to pay.
• Notices. We will send notices to the email address of your Account's administrators. You can send notices to hello@sortedinbox.app.
• Severability and waiver. If any part of these Terms is found unenforceable, the rest stays in force. A delay in enforcing a right is not a waiver of it.
• Third parties. No one other than you and us has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.
• Relationship. Nothing in these Terms creates a partnership, agency or employment relationship between us.

21. Governing law and disputes

These Terms, and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims), are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction. Before going to court, each of us agrees to try in good faith to resolve the dispute by talking to the other's senior contact for at least 30 days, except where urgent relief is needed.

22. Contact

Questions about these Terms? Email hello@sortedinbox.app.

Questions about this document? Email hello@sortedinbox.app and a person will reply.