Terms and Conditions

Draft version 2026-10-14

1. About Shopline AI

Built by Creata Co, Watford, United Kingdom. Contact hello@shoplineai.co.uk for service, billing and complaints.

2. Business use and agreement

These Terms are intended for business customers. You must have authority to contract for your business. The agreement begins when you accept the final Terms and successfully complete subscription Checkout. Keep a copy for your records. Mandatory statutory rights remain unaffected.

3. Service and setup

Shopline AI responds to missed calls by SMS, collects enquiry details and sends summaries to the business owner using your supplied services, pricing guidance, hours and instructions. Photos are not collected or stored and calls are not recorded. Forwarding must be enabled and tested before missed calls reach the service.

We will configure the service within 24 hours of completed Checkout and email setup instructions and readiness confirmation. If setup takes longer, we will extend your trial to compensate for the delay beyond 24 hours. Extensions are handled manually and confirmed by email with the revised trial end and first payment date. If the service cannot be configured, we will cancel before the first subscription charge; any mistaken charge will be corrected.

AI replies can contain errors. You remain responsible for quotations, advice, availability and final bookings. We do not guarantee bookings or capture of every enquiry. This is not an emergency service or a substitute for professional diagnostic or safety advice.

4. Trial and billing

Your 30-day free trial starts when you successfully complete Stripe Checkout, not when setup is finished. Card details are required. No subscription payment is collected during the trial; configuration time forms part of the trial, subject to the delay-extension policy above.

Unless cancelled before the trial ends, your subscription renews automatically at £49 per month. The first payment is due at trial end and subsequent payments are monthly. No VAT is charged. There is no minimum commitment. By completing Checkout you authorise recurring payments through Stripe. Any additional charges must be clearly disclosed and agreed before being incurred; this draft sets no automatic overage price or unlimited-usage promise.

5. Cancellation and refunds

Use Manage billing or email us from your registered address. Cancellation before trial end prevents the first subscription charge. Paid-period cancellation stops subsequent renewals, normally at the end of the current paid period; review the effective date shown in Stripe. If the portal ends a subscription immediately, we will handle any remaining access entitlement manually. Email requests received before trial end prevent the first charge even if processed later; we will correct a resulting mistaken charge and confirm cancellation.

We correct duplicate or mistaken charges. If setup is impossible, we cancel before the first charge. Refunds for material service failures are assessed individually, without excluding legal remedies. Cancellation alone does not automatically refund an already-started paid period. Access continues through the agreed trial or paid period unless an earlier justified suspension applies.

6. Failed payments and manual administration

If payment fails, we will notify you and allow seven days from the confirmed failure to resolve it before suspending for non-payment. Repeated payment retries do not restart that grace period. At launch, payment follow-up, trial extensions, suspension and recovery are handled manually by our team. Updating a card is not proof that an outstanding invoice is paid. Once payment is verified, we will restore service if the subscription is otherwise eligible.

7. Responsibilities and personal information

Supply accurate instructions and keep them current. Have permission to use the connected number, configure forwarding correctly and check it works. Your carrier may charge for forwarding separately. Give callers appropriate privacy information and use messaging lawfully. Do not use the service for unsolicited marketing, harassment, impersonation or unlawful activity, or send passwords, card details, attachments or unnecessary sensitive information.

We send service communications only, including onboarding, setup, support and billing messages. Caller data is not used for promotional marketing. Our Privacy Notice explains processing and approved retention, including implementation limits. A customer data-processing agreement must be completed before processing real caller information on your instructions. These Terms alone do not replace it.

8. Availability and liability

We will use reasonable care and skill and investigate faults. Telecommunications and hosting dependencies mean uninterrupted availability is not guaranteed. Suspension may be necessary for security, unlawful use, serious breach or unpaid fees after the grace policy. Where practicable, we explain the reason and allow it to be resolved.

Nothing excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or other liability that cannot lawfully be excluded. No monetary liability cap has been set in this draft; no blanket exclusion is implied.

9. Changes and complaints

We will give at least 30 days' notice of price or material Terms changes and allow cancellation before they take effect. Changes do not retrospectively alter amounts already paid. Contact our service email with complaints.

10. Governing law

For business customers, England and Wales law and courts apply, subject to mandatory statutory rights.