Terms of Service

Last updated: 27 March 2026

These terms govern your use of the Askably application ("the App"), operated by Askably ("we", "us"). By installing or using the App, you agree to these terms.

1. Service Description

Askably is an AI-powered chatbot application for Shopify stores. The App provides automated customer support by learning from your store's product catalog, policies, and pages, and responding to customer questions via a chat widget embedded on your storefront.

2. Billing Definitions

Key billing terms:

Conversations initiated by the store owner or staff from the Askably dashboard (test conversations) are not counted toward your plan's limit.

3. Plans and Pricing

All billing is handled through the Shopify App Store. Prices are in USD. Shopify may convert to your local currency. Plan changes take effect immediately. Unused conversations do not roll over to the next billing period.

4. Data Handling

You are the data controller. As the Shopify store owner, you control what customer data is collected and how it is used. Askably acts as a data processor, handling data on your behalf according to these terms.

What we store:

• Your Shopify access token (encrypted with AES-256-GCM)
• Product catalog data synced from your Shopify store (titles, descriptions, prices, variants)
• Store policies and pages (text content, used to train the chatbot)
• Chat conversations (visitor messages and bot responses)
• Customer email addresses (only when voluntarily provided during handoff)
• Widget configuration and settings you choose

What we do NOT store:

• Payment or credit card information
• Customer passwords or account credentials
• Data from visitors who do not interact with the chat widget

Where data is stored: Cloudflare D1 (serverless database), with data centres in the Oceania region. Data is encrypted in transit (TLS) and access tokens are encrypted at rest.

5. Data Retention

Conversation data is retained indefinitely unless you choose to delete it. You can delete individual conversations at any time from the Askably dashboard.

If you uninstall the App, all your data (store information, products, conversations, knowledge entries, and settings) is permanently deleted within 48 hours in accordance with Shopify's requirements.

6. GDPR Compliance

Askably supports your GDPR obligations:

• Customer data requests: When a customer requests their data under GDPR Article 15, we compile and provide all conversation data associated with their email address.
• Customer data deletion: When a customer requests deletion under GDPR Article 17, we delete all conversations and handoff records associated with their email address.
• Data portability: Conversation data can be exported as CSV from the Analytics page (Business plan).

As the store owner (data controller), you are responsible for informing your customers about the use of AI-powered chat support and obtaining any necessary consent as required by applicable privacy laws.

7. AI-Generated Responses

Askably uses artificial intelligence (Google Gemini) to generate responses to customer questions. AI responses are based on your store's product catalog, policies, and any custom knowledge entries you provide.

Important:

• AI responses may occasionally be inaccurate or incomplete. You should regularly review conversations in the dashboard and correct any wrong answers using the quick-fix knowledge feature.
• The AI is instructed not to provide medical, legal, or financial advice, and not to make specific delivery date promises.
• You are responsible for the accuracy of the information in your product catalog and knowledge base that the AI uses to generate responses.

8. Email Handoff

When the chatbot escalates a conversation, an email containing the conversation transcript is sent to your configured handoff email address. This email is sent from [email protected] via Amazon SES. The email contains:

• The customer's email address (as provided by the customer)
• The full conversation transcript
• The page URL where the conversation started

You are responsible for responding to the customer from your own email or helpdesk system. Askably does not participate in the follow-up communication.

9. Acceptable Use

You agree not to:

• Use the App to send spam, unsolicited messages, or promotional content through the chat widget
• Attempt to circumvent conversation limits through automated session manipulation
• Use the App to collect personal information beyond what is necessary for customer support
• Reverse-engineer, decompile, or attempt to extract the source code of the App
• Use the App in any way that violates applicable laws or Shopify's Terms of Service

10. Service Availability

We aim for high availability but do not guarantee uninterrupted service. The App depends on third-party services (Shopify API, Google Gemini AI, Cloudflare, Amazon SES) which may experience outages beyond our control. If the AI service is unavailable, the chat widget will display a fallback message with your store's contact information.

11. Limitation of Liability

To the maximum extent permitted by law, Askably's total liability for any claims arising from your use of the App is limited to the amount you paid for the App in the 12 months preceding the claim. We are not liable for indirect, incidental, or consequential damages, including lost sales, lost data, or business interruption.

12. Changes to These Terms

We may update these terms from time to time. If we make material changes, we will notify you via the email address associated with your Shopify account at least 30 days before the changes take effect. Continued use of the App after changes take effect constitutes acceptance of the updated terms.

13. Contact

For questions about these terms, contact us at [email protected].