Merchant Terms of Service

Souvely: Returns & Exchanges · Version returns-merchant-terms-v1.2-2026-10-01 · Last updated: October 1, 2026

1. Parties and product

These Merchant Terms (“Terms”) govern a merchant’s (“you”, “Merchant”) use of Souvely: Returns & Exchanges (the “App”), a Shopify application operated under the Souvely brand (“Souvely”, “we”, “us”). The App provides a shopper return and exchange portal, merchant return workflows, eligibility rules, and related notifications.

Contact: support@souvely.com. Website: https://www.souvely.com.

Business identity note (for legal review): registered legal entity name, formation jurisdiction, and registered business address for Souvely are not yet verified in this repository and are intentionally omitted here rather than invented. Until confirmed, notices may be sent to the contact email above.

2. Agreement; Shopify relationship

By installing or using the App, or by accepting these Terms in the App’s admin, you agree to these Terms, the Data Processing Addendum (DPA), and the Privacy Policy. If you use the App on behalf of a company, you represent that you have authority to bind that company.

The App runs on Shopify. Your use of Shopify remains subject to Shopify’s terms and policies. Souvely is not Shopify and is not a party to your Shopify merchant agreement.

3. Roles for personal data

For store customer personal data processed through the App in connection with your store, you are the controller (or equivalent under applicable law) and Souvely is the processor (or equivalent), except where Souvely processes data for its own legitimate purposes described in the Privacy Policy (for example securing the App, billing metadata about your shop, or complying with Shopify platform requirements). Details of processing are in the DPA and its schedule.

4. The service

Subject to these Terms and your plan, Souvely provides:

• An app-proxy customer portal for order lookup and return/exchange requests
• Merchant admin tools to review and process returns
• Configurable return reasons and eligibility rules
• Optional portal branding and notification features per plan
• Integration with Shopify Returns, refunds, and related Admin APIs

Shopify Admin APIs do not purchase return postage for you. Label/shipping integrations, if any, are provided as described in the App (manual instructions first). Features may depend on Shopify API availability and your store configuration.

5. Your responsibilities

• Configure the App lawfully and accurately (reasons, rules, instructions, branding).
• Provide your own customer-facing privacy notices and returns policy as required for your store and jurisdictions.
• Ensure you have a lawful basis to process customer data through the App and to instruct Souvely as processor.
• Keep staff access and Shopify accounts secure.
• Do not use the App to process special-category data or children’s data except as permitted by law and your notices.
• Comply with Shopify’s Acceptable Use and Protected Customer Data requirements.

6. Fees and billing

Paid plans are billed through Shopify App Billing (AppSubscription) as shown in the App. New installs may receive a one-time 30-day full-access install trial (app-owned) with unlimited return requests and Pro features; approving Growth or Pro ends that trial and starts billing for the selected plan with no additional Shopify trial days on new paid subscriptions. After the install trial (or if the shop is not trial-eligible), the Free plan includes a monthly limit on new submitted return requests as described in-app (currently 5 per calendar month). Unlimited return-request volume applies only during the install trial and on paid Growth/Pro — not on Free after the trial. Feature availability and limits are described in-app and may change with notice via updated Terms or in-app disclosures. Taxes may apply as determined by Shopify. Failure to pay may result in feature restrictions per Shopify billing status.

The install trial is one per shop. Reinstalling does not restart or extend it. To enforce that limit after Shopify shop/redact compliance deletion (which removes shop-keyed records), Souvely may retain a one-way hashed shop-domain fingerprint with trial timing markers only — not customer personal data, order contents, or the plaintext shop domain.

Document version: returns-merchant-terms-v1.2-2026-10-01

7. Acceptable use

You may not reverse engineer the App except as allowed by law; misuse APIs; interfere with other merchants; attempt unauthorized access; or use the App for unlawful, deceptive, or abusive purposes.

8. Intellectual property

Souvely and its licensors retain rights in the App, branding, and documentation. You retain rights in your store content, branding assets you upload or link, and customer data. You grant Souvely a limited license to host and process that content solely to provide the App.

9. Confidentiality

Each party will protect the other’s non-public business information disclosed in connection with the App, using at least reasonable care, and use it only for performing under these Terms, except for information that is public, independently developed, or required to be disclosed by law.

10. Data protection

Processing of personal data is governed by the DPA (including its processing schedule) and the Privacy Policy. In case of conflict on data-processing obligations, the DPA controls for processor topics.

11. Security

Souvely uses reasonable technical and organizational measures appropriate to the App’s nature, including HTTPS in transit, access controls for application infrastructure, and least-privilege Shopify scopes as configured for the App. No method of transmission or storage is completely secure. Specific certifications, encryption-at-rest guarantees, or fixed incident timelines are not promised in these Terms unless separately documented in writing with evidence.

12. Third-party services

The App relies on third parties such as Shopify, Heroku (application hosting), Heroku Postgres (database), Shopify Files (customer return photo storage via Shopify’s file APIs), and—when configured—Resend for transactional email. Their outages or policy changes may affect the App.

13. Disclaimers

THE APP IS PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE MAXIMUM EXTENT PERMITTED BY LAW, SOUVELY DISCLAIMS WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. Souvely does not warrant uninterrupted or error-free operation or that Shopify APIs will remain unchanged.

14. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, SOUVELY WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR LOST PROFITS, REVENUE, OR DATA. SOUVELY’S TOTAL LIABILITY ARISING OUT OF THESE TERMS OR THE APP IN ANY TWELVE-MONTH PERIOD WILL NOT EXCEED THE FEES YOU PAID TO SOUVELY FOR THE APP VIA SHOPIFY IN THAT PERIOD (OR USD $100 IF YOU ARE ON A FREE PLAN). Some jurisdictions do not allow certain limitations; in those cases liability is limited to the minimum permitted by law.

15. Indemnity

You will defend and indemnify Souvely against claims arising from your store’s products, returns practices, customer disputes, your content, or your breach of these Terms or applicable law, except to the extent caused by Souvely’s willful misconduct.

16. Suspension and termination

You may uninstall the App at any time. Souvely may suspend or terminate access for material breach, legal risk, non-payment, or platform requirements. On uninstall or Shopify shop/redact, Souvely deletes or removes shop-owned App data as described in the Privacy Policy and DPA, subject to legal retention needs.

17. Changes

We may update these Terms by posting a new version and updating the version identifier. Material changes that require re-acceptance will be surfaced in the App admin. Continued use after the effective date (or acceptance in-app when required) constitutes agreement.

18. Governing law

Pending verification: governing law and venue are not stated here until Souvely’s formation jurisdiction and preferred venue are confirmed. Until then, mandatory consumer or local laws that cannot be waived still apply.

19. Contact

Questions: support@souvely.com
Related documents: DPA · Privacy Policy · https://www.souvely.com/merchant-terms