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. Eligible plans can also include consented lifecycle capture, route-specific selling playbooks and controlled holdout measurement. Merchants can also configure controlled offers and confirmed paid-order attribution where the required Shopify permissions are available. 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.
- Set discount value, product, basket, frequency and expiry limits that are commercially appropriate. Generated Shopify codes remain merchant discounts and can be disabled in Shopify Admin.
- Use a list, consent notice and follow-up flow they are authorised to operate when enabling lifecycle capture.
- Use an honest gross-margin assumption and treat Profit Lab outputs as cart-level estimates. Treat confirmed assisted revenue as attribution, not proof that the order would not have happened without the assistant.
- 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, 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 through the Always Awake Help Centre, normally within one UK business day.
Intellectual property
Merchants keep ownership of their store content, configurations and uploaded branding. The Always Awake service operator 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. The Always Awake service operator 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.
Service operator
Always Awake is operated by Neat Digital in the United Kingdom. These terms refer to that organisation as the Always Awake service operator.