Terms of service

These terms govern a merchant’s use of Always Awake. Installing or using the app means the merchant agrees to them.

The service

Always Awake provides an AI-assisted storefront guide, product recommendations, proactive journeys, brand controls and interaction analytics. Features can change as we improve reliability, safety and merchant value.

Merchant responsibilities

• Maintain an eligible Shopify store and accurate product, stock, policy, delivery and promotional information.
• Review the assistant’s configuration and test it before enabling it for shoppers.
• Only configure discounts, claims, links and uploaded material the merchant is authorised to use.
• Comply with consumer, privacy, marketing and accessibility obligations that apply to the store.
• Not misuse the service, bypass limits, interfere with security, reverse engineer the service or use it for unlawful content.

AI limitations

AI output can be incomplete or mistaken even when grounded in store data. The app is decision support, not legal, medical, financial or professional advice. Merchants remain responsible for store claims, prices, policies and fulfilment. The interface is designed to acknowledge uncertainty and direct shoppers to a human where appropriate.

Fees and plans

Plan selection, trials, recurring charges, plan changes, proration and invoices are handled through Shopify App Pricing. Current plan terms are shown in Shopify before approval. Usage allowances reset each calendar month. Reaching an allowance can pause new AI replies until the allowance resets or the merchant upgrades.

Availability and support

We aim to provide a reliable service but do not promise uninterrupted availability. Shopify, hosting, network or AI-provider incidents can affect the app. Support is available at hello@neat.digital, normally within one UK business day.

Intellectual property

Merchants keep ownership of their store content, configurations and uploaded branding. Neat Digital owns the app, interface, software and service materials. The merchant grants us the limited rights needed to host and process its material to provide the service.

Termination

A merchant can stop using the service by disabling the widget, changing plan or uninstalling. We may suspend access for security threats, serious misuse, non-payment or legal requirements. Data is handled according to the privacy policy and Shopify’s mandatory deletion workflow.

Liability

To the fullest extent permitted by law, the service is provided without implied guarantees beyond those that cannot lawfully be excluded. Neat Digital is not liable for indirect or consequential loss, lost profits, store decisions based solely on AI output, or failures outside our reasonable control. Our aggregate liability for the service is limited to fees paid for the app in the three months before the event giving rise to the claim.

Law and changes

These terms are governed by the laws of England and Wales, and its courts have jurisdiction, subject to any mandatory local rights. We may update these terms with reasonable notice for material changes.