Terms of Service & Data Processing Agreement

1. Agreement to these terms

These Terms of Service (“Terms”) govern your use of the ProofBack Shopify application provided by Runivox Ltd (“Company”, “we”, “us”), company number 15894120, registered in England and Wales. By installing ProofBack on your Shopify store you agree to be bound by these Terms.

2. What the service does

ProofBack analyses chargeback disputes, evaluates them against the Visa Compelling Evidence 3.0 criteria, and compiles evidence packets for submission to your acquiring bank.

3. Your responsibilities

You represent that all order, fulfilment and tracking information supplied to ProofBack, whether directly or through Shopify, is accurate and unaltered.

You are responsible for reviewing every evidence packet before it is submitted to a bank. Submitting inaccurate or unverified evidence to a payment network may breach that network’s operating rules and is your responsibility as the merchant of record.

4. Subscriptions and billing

• Fees are billed through the Shopify Billing API and appear on your monthly Shopify invoice.
• The Starter plan includes a 14-day free trial. The Growth and Scale plans are billed from activation. A subscription is approved by, and applies to, the single Shopify store it was purchased from.
• You may cancel at any time from your Shopify admin; access continues until the end of the paid period.
• No contingency fee is charged. Unlike agencies that take a percentage of recovered funds, ProofBack charges only the flat monthly subscription. Recovered funds are yours in full.

Current plan prices are shown on the billing page and in the Shopify App Store listing. We will give at least 30 days’ notice before any price change affecting your plan.

5. Acceptable use

You agree not to use ProofBack to:

• submit evidence you know or suspect to be inaccurate, fabricated or altered;
• defend transactions you know to be genuinely unauthorised;
• process data for any store you are not authorised to operate.

6. Data Processing Agreement

This section forms a data processing agreement between you (the controller) and Runivox Ltd (the processor) for personal data processed under UK GDPR. To the extent ProofBack processes personal data on your behalf, we shall:

• process personal data only on your documented instructions;
• ensure personnel with access are bound by confidentiality;
• implement appropriate technical and organisational security measures;
• engage sub-processors only under equivalent written obligations, as listed in the privacy policy;
• assist you in responding to data subject rights requests and to regulators;
• delete or return personal data at the end of the engagement, unless retention is required by law;
• make available the information needed to demonstrate compliance.

7. Warranties and liability

The service is provided on an “as is” basis. To the fullest extent permitted by law, our total aggregate liability arising out of or in connection with these Terms is limited to the fees you paid in the twelve months preceding the event giving rise to the claim.

Nothing in these Terms excludes liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot lawfully be excluded.

8. Termination

Either party may terminate at any time. Uninstalling the app from your Shopify store terminates these Terms. On termination we will delete your data in accordance with the retention period set out in the privacy policy.

9. Governing law

These Terms and any dispute arising out of or in connection with them are governed by the laws of England & Wales, and the courts of England & Wales have exclusive jurisdiction.

10. Contact

Questions about these Terms can be sent to [email protected].