Terms of Service

1 Acceptance of Terms

These Terms of Service (the “Terms”) form a binding agreement between you — the merchant installing or using the app, together with anyone you authorise to access it (“you”) — and CÔNG TY TNHH CÔNG NGHỆ TRUSTSHOP, a company registered in Vietnam with enterprise registration number 3502535389 and registered office at Số 145/3A1, đường Tiền Cảng, Phường Rạch Dừa, TP Hồ Chí Minh, Việt Nam (“TrustShop”, “we”, “us”).

By installing TrustShop from the Shopify App Store, creating an account, or using any part of the Service, you confirm that you have read, understood and agree to be bound by these Terms. If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have authority to bind that entity. If you do not agree, do not install or use the Service.

Your use of the Service is also subject to our Privacy Policy, which is incorporated into these Terms by reference.

2 Description of the Service

TrustShop (the “Service”) is a software-as-a-service application that installs into a Shopify store and provides some or all of the following modules, depending on the plan and modules you activate:

• Product Reviews — collecting, importing, moderating, replying to and displaying product and store reviews, including photo and video reviews, review request emails, review links and QR codes, and storefront widgets.
• Visual Social Proof — building shoppable galleries from review media and from connected social accounts, and tagging products on that media.
• Upsells — presenting bundle, cross-sell, cart-goal and post-purchase offers in your storefront and checkout flow.
• Referrals — issuing referral links and rewards to your customers, and tracking referred orders.
• Surveys — collecting post-purchase survey and NPS responses from your customers.

We may add, change, suspend or remove features, modules or plan entitlements at any time. Where a change materially reduces functionality you are actively paying for, we will make reasonable efforts to notify you in advance. Features described as “beta”, “preview” or “coming soon” are provided without any commitment as to availability, timing or continued support.

3 Accounts and your responsibilities

Access to the Service requires an active Shopify store and an authorised installation of the app. You are responsible for:

• keeping your account credentials and any staff access confidential, and for all activity that occurs under your account;
• ensuring everyone you grant access to complies with these Terms;
• the accuracy of the information you provide to us, including billing details;
• complying with all laws that apply to your store, your products and your marketing — including consumer protection, advertising, e-mail marketing and data protection laws in every market you sell to;
• obtaining any consents you need from your customers before using the Service to contact them or to publish their content.

You must notify us promptly at support@trustshop.io if you become aware of any unauthorised use of your account.

4 Licence and acceptable use

Subject to these Terms and your payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, non-sublicensable and revocable licence to access and use the Service for the operation of your own Shopify store during the term of your subscription.

You must not, and must not permit anyone else to:

• use the Service for any unlawful, harmful, fraudulent, deceptive or abusive purpose;
• send unsolicited bulk messages, or contact people who have opted out or who never gave you a lawful basis to be contacted;
• copy, modify, translate, reverse engineer, decompile or disassemble any part of the Service, or attempt to derive its source code, except to the extent this restriction is prohibited by law;
• resell, sublicense, rent, lease or otherwise make the Service available to any third party as a standalone product;
• interfere with or disrupt the integrity, security or performance of the Service, or attempt to gain unauthorised access to it or to any related systems or data;
• use automated means to access the Service in a way that imposes an unreasonable load on our infrastructure, or that circumvents plan limits or rate limits;
• upload or transmit malware, or any content that infringes the rights of others.

We may suspend access immediately and without notice where we reasonably believe continued access poses a risk to the Service, to other merchants, or to shoppers.

5 Review integrity and content standards

TrustShop exists to make social proof trustworthy. Misusing it undermines the product for every merchant on it, so the following are strictly prohibited:

• creating, commissioning, buying or publishing reviews that do not reflect a genuine customer experience;
• publishing reviews written by you, your staff, your affiliates or anyone with an undisclosed material connection to your business, presented as independent;
• editing the substance of a customer’s review, or altering a star rating, so that it no longer reflects what the customer actually said;
• selectively suppressing negative reviews in order to present a misleading overall rating, where doing so would breach consumer protection law in your market;
• offering an incentive conditional on a customer leaving a positive review, as opposed to an incentive for leaving a review of any kind;
• importing reviews from other products, marketplaces or listings and presenting them as reviews of a different product, other than through the product-grouping and bundle features used as intended;
• using the Visual Social Proof module to publish photos, videos or social media content you do not have the rights or permissions to use.

You are solely responsible for the content you publish through the Service and for its compliance with law, including rules on endorsements, testimonials and disclosure of material connections. We may remove content, disable features or terminate your account where we reasonably believe this section has been breached.

6 Your data and user content

“Your Content” means the data you and your customers submit to or generate through the Service — including reviews, ratings, photos, videos, survey responses, product data, customer records and store settings.

As between you and us, you retain all rights in Your Content. You grant us a worldwide, royalty-free licence to host, store, process, reproduce, adapt and transmit Your Content solely to the extent necessary to operate, secure, support and improve the Service for you, and to comply with law. This licence ends when the relevant content is deleted, subject to the retention terms in our Privacy Policy.

Where Your Content includes personal data of your customers, you act as the data controller and we act as your processor. Our processing obligations are set out in the Privacy Policy. You warrant that you have a lawful basis for the personal data you put into the Service and for the messages you ask us to send on your behalf.

We may generate aggregated and de-identified statistics from use of the Service — for example benchmarks on widget performance — and use them to operate and improve the Service. Such data will not identify you, your store or any individual.

7 Third-party integrations

The Service connects to third-party platforms, which may include Shopify, Instagram, TikTok, Google and others. Those platforms are controlled by their own operators and governed by their own terms and policies.

• You are responsible for holding valid accounts with those platforms and for complying with their terms.
• By connecting an account you authorise us to access and process data from it as needed to provide the relevant feature.
• We do not control those platforms and are not responsible for their availability, their changes to APIs or policies, or any loss arising from them. A third party may change or withdraw access at any time, which may reduce or remove functionality without notice.

Your use of Shopify is governed by your agreement with Shopify. Nothing in these Terms modifies that relationship, and we are not a party to it.

8 Referrals, discounts and store credit

Where you use features that create discount codes, referral rewards or store credit, you acknowledge that:

• you set the reward economics — reward type and value, discount caps, minimum order values, holding periods and any limits per customer — and you are solely responsible for the commercial consequences of those settings;
• discount codes and store credit are issued against your own Shopify store and are funded entirely by you;
• you are responsible for how rewards interact with your other promotions, including whether discounts combine;
• you are responsible for the lawfulness of any referral programme you run, including disclosure requirements and any tax treatment of rewards;
• fraud checks we apply are a reasonable-efforts measure and are not a guarantee. We are not liable for rewards issued in respect of fraudulent, cancelled, refunded or otherwise reversed orders.

9 Payments and subscription

The Service is offered on free and paid plans. Paid plans are billed on a recurring monthly or annual basis through Shopify’s billing system, and are subject to Shopify’s payment terms.

• Fees are charged in advance for each billing period and your subscription renews automatically until cancelled.
• Unless otherwise stated, all payments are non-refundable, including for partial billing periods and for periods during which you did not use the Service.
• You may cancel or downgrade at any time from the in-app Pricing page; the change takes effect at the end of the current billing period unless stated otherwise.
• Downgrading or cancelling may reduce quotas and disable features, and content that exceeds the limits of your new plan may stop being displayed.
• We may change our prices. Price changes will not apply to a billing period you have already paid for, and we will give reasonable notice before they take effect.
• If a payment fails or is reversed, we may suspend or terminate access until the amount due is settled.
• Fees are exclusive of taxes. You are responsible for any taxes, duties or levies arising from your subscription, other than taxes on our income.

10 Intellectual property

All rights, title and interest in and to the Service — including its software, design, widgets, templates, documentation, trade marks and all related intellectual property — are and remain owned by TrustShop or its licensors. Except for the licence expressly granted in section 4, no rights are transferred to you.

You may not use our name, logo or branding without our prior written consent, except to state factually that your store uses TrustShop.

If you send us feedback, ideas or suggestions, you grant us an unrestricted, perpetual, irrevocable, royalty-free right to use them without obligation or attribution.

11 Disclaimers

To the maximum extent permitted by law, the Service is provided “as is” and “as available”, without warranties of any kind, whether express, implied or statutory, including any implied warranties of merchantability, fitness for a particular purpose, title or non-infringement.

We do not warrant that:

• the Service will be uninterrupted, timely, secure or error-free;
• any defect will be corrected within a particular timeframe;
• the Service will produce any particular commercial result — including any increase in conversion rate, average order value, traffic or revenue. Any figures shown in our marketing are illustrative and are not a promise of performance;
• third-party platforms will remain available or compatible.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.

12 Limitation of liability

To the maximum extent permitted by law, TrustShop shall not be liable for any indirect, incidental, special, consequential, punitive or exemplary damages, or for any loss of profits, revenue, goodwill, business opportunity, data or anticipated savings, however caused and under any theory of liability, even if we have been advised of the possibility of such damages.

Our total aggregate liability arising out of or relating to the Service or these Terms shall not exceed the total amount you actually paid to us for the Service in the three (3) months immediately preceding the event giving rise to the claim. Where you use the Service only on a free plan, our total aggregate liability shall not exceed USD 20.

These limitations apply in aggregate across all claims and are a fundamental basis of the bargain between us.

13 Indemnification

You agree to indemnify, defend and hold harmless TrustShop and its officers, employees and agents from and against any claims, liabilities, damages, losses and expenses (including reasonable legal fees) arising out of or connected with:

• your use of the Service, or use by anyone accessing it through your account;
• Your Content, including any claim that it infringes a third party’s rights or breaches consumer protection or advertising law;
• messages sent to your customers through the Service;
• any referral programme, discount or store credit you operate through the Service;
• your breach of these Terms or of any applicable law.

14 Termination

You may stop using the Service at any time by uninstalling the app from your Shopify store. Uninstalling ends your subscription for future billing periods but does not entitle you to a refund for the current one.

We may suspend or terminate your access, with or without notice, if you breach these Terms, if we are required to do so by law, if your payment fails, or if we discontinue the Service. Where we discontinue the Service entirely, we will make reasonable efforts to give advance notice.

On termination: your licence to use the Service ends immediately; any outstanding fees remain due; and your data will be retained and then deleted in accordance with our Privacy Policy. Export anything you need before you uninstall. Sections 6, 10, 11, 12, 13, 15 and 17 survive termination.

15 Governing law and disputes

These Terms and any dispute arising out of or in connection with them are governed by the laws of Vietnam, without regard to conflict of law principles.

The competent courts of Ho Chi Minh City, Vietnam shall have exclusive jurisdiction over any dispute, and you consent to their jurisdiction and venue. Nothing in this section deprives a consumer of the protection of mandatory provisions of the law of their country of residence, where those apply.

Before commencing proceedings, we ask that you contact us at support@trustshop.io so we can try to resolve the matter informally.

16 Changes to these Terms

We may update these Terms from time to time. When we do, we will revise the “last updated” date at the top of this page, and for material changes we will give reasonable notice — by in-app notice, by e-mail, or both — before they take effect.

Your continued use of the Service after the changes take effect constitutes acceptance of the revised Terms. If you do not accept them, you should stop using the Service and uninstall the app.

17 Contact us

Questions about these Terms are welcome.