Terms of service

This agreement is between you, the merchant installing Clawback, and Cleo Wangayi, 3 3rd Street, Westview, Kadoma, Zimbabwe. You accept it by installing the app.

You confirm you are authorised to install applications on the Shopify store in question and to give them the permissions Clawback requests.

Clawback reads your order, refund, return, inventory and payout data from Shopify and works out what your refunds and returns actually cost you: shipping labels, payment fees that were not returned, stock that never went back on the shelf, and payouts that do not match their transactions. It flags what looks wrong, shows the evidence, and lists money you may be able to recover.

Clawback is read-only. It cannot create or change a refund, an order, a return or an inventory level, and it cannot charge or contact your customers. Its Shopify connection rejects any request that would change your store.

Recovering money is something you do yourself, in Shopify or with your customer or carrier. Where the app suggests an action, nothing happens until you take it.

Every amount in the app carries a label, so you can judge how much weight to put on it:

Confirmed

Read directly from Shopify, or entered by you for that specific order.

Estimated

Worked out from a default you set (such as a typical shipping cost or fee rate) or from an allocation. The reason is shown next to the number.

Potential

Money you may be able to recover. It is not a loss and it is not counted as one.

Unknown

The data needed does not exist. The amount is left out of totals and never guessed.

We do not guarantee that any amount can be recovered, that the app will find every loss, or that every issue it finds is a loss. What the app can see depends on what Shopify exposes and on what you enter: for example, Shopify does not share carrier or label costs, and limits how far back an app can read orders unless it has approved access. The app says so on screen where it applies.

Every decision to pursue a refund, charge a fee, restock an item or change how you run your store is yours. We are not liable for commercial decisions you make on the basis of what the app shows.

All billing runs through Shopify. We never see or store your card details, and every charge appears on your Shopify invoice. Plans are sized by how many orders your store gets a month:

Starter

$29/month · Up to 300 orders a month

Growth

$79/month · Up to 2,000 orders a month

Pro

$199/month · Up to 10,000 orders a month

Scale

Custom · More than 10,000 orders a month

30 day free trial where a plan offers one. You can change plan or cancel at any time from your Shopify admin, and uninstalling the app cancels your subscription. You never have to email anyone to stop paying us.

If you have no active plan, the app may ask you to choose one before it shows your data. Not having a plan does not delete anything: your data is deleted only as the privacy policy describes. If we change what a plan costs, we will tell you inside the app before the new price applies to you. The current prices are on the pricing page.

• Keeping your Shopify account secure, including who on your staff can open the app.
• The accuracy of what you enter: shipping and product costs, fee rates, return policy and notes. The app measures what it can and asks you for the rest.
• Checking the evidence before you act on an issue, for example before you charge a customer or change an order in Shopify.
• Not putting your customers' names or contact details into the notes you type.
• Using the app lawfully, and not attempting to access another merchant's data.

These terms apply where we process personal data belonging to your customers on your behalf. You are the controller. We are the processor. They form part of this agreement, which means every merchant has them without asking.

Subject matter and duration

Processing order, refund, return, inventory and payout records to work out the cost of refunds and returns, for as long as the app is installed.

Categories of data

Records identified by Shopify identifiers and order numbers: amounts, products, quantities, dates and statuses. We do not process customer names, contact details or addresses; see the privacy policy, section 4.

Our instructions

We process personal data only to provide the app, and only on your documented instructions. Installing the app is that instruction.

Confidentiality

Anyone with access to production is bound by confidentiality obligations.

Security

Encryption in transit, access tokens encrypted at rest, read-only access to your store, secrets and tokens kept out of logs, and access to production limited to those who operate the service.

Sub-processors

Listed in the privacy policy, section 10. We update that list before adding one, and you may object.

Assistance

We will help you respond to data subject requests and to regulators. We handle Shopify's customer data request and redaction notifications automatically.

Breach notification

Without undue delay, and within 72 hours of us becoming aware.

Deletion

All of your data is deleted 48 hours after uninstall, or sooner on request.

Audit

We will provide the information reasonably needed to demonstrate compliance with these terms.

We aim to keep Clawback available and will not pretend to offer an uptime guarantee we have no track record to support. Scheduled maintenance will be announced in the app where we can foresee it.

Your data in Shopify is unaffected by Clawback being unavailable. The app is a reporting layer; your store keeps selling.

Uninstall the app at any time from your Shopify admin. That cancels any subscription and starts the deletion described in the privacy policy.

We may suspend or end access if the app is used unlawfully, or in a way that threatens the security of the service or other merchants’ data. We will tell you why.

Nothing in this agreement limits liability that cannot lawfully be limited, including for fraud, or your rights under consumer law where those apply.

Otherwise, and to the extent permitted by law, our total liability under this agreement is limited to the amount you paid us in the twelve months before the claim, and we are not liable for lost profits, lost sales, or the commercial consequences of decisions you make, whether or not the app informed them.

If these terms change in a way that affects your rights or what you pay, we will tell you inside the app before it takes effect.

This agreement is governed by the laws of Zimbabwe. Questions go to dev@watacle.com.