Terms of Service

These Terms of Service (“Terms”) govern the use of the ReplyHop application for Shopify (the “Service”), provided by:

Philip Ladendorf
Stralauer Allee 17B, 10245 Berlin, Germany
(“ReplyHop”, “we”, “us”)

These Terms form a binding agreement between ReplyHop and the business operating the Shopify store on which the Service is installed (the “Merchant”, “you”). The Service is offered exclusively to businesses within the meaning of § 14 of the German Civil Code (BGB); it is not offered to consumers.

ReplyHop is a customer support ticketing app embedded in the Shopify admin. It receives customer support emails sent to a dedicated support address provisioned for your store (a subdomain of replyhop.com), turns them into support tickets, displays relevant Shopify customer and order context alongside each ticket, and sends your replies to customers by email on your behalf.

The scope of features available to you depends on the plan you have selected. Current plans, prices and usage allowances (such as the number of tickets included per billing period) are displayed in the app and on the Shopify App Store listing.

By installing the Service from the Shopify App Store and confirming acceptance when first opening the app, you agree to these Terms on behalf of the Merchant. The person accepting confirms that they are authorised to bind the Merchant. Acceptance is recorded per store together with the accepted version and time of acceptance.

The Data Processing Addendum available at replyhop.com/dpa (the “DPA”) is incorporated into these Terms by reference and applies to all processing of personal data that we carry out on your behalf.

Paid plans are billed through Shopify’s billing system as recurring charges to your Shopify account. Prices are stated net of any applicable taxes. Plan changes and cancellations take effect in accordance with the billing information shown in the app; when a paid plan is cancelled, paid features remain available until the end of the paid billing period already charged.

Free plans are subject to usage allowances. We may amend plans and pricing for future billing periods with reasonable advance notice through the app or by email.

You agree to:

(a) use the Service only for lawful customer support communication related to your store, and not for unsolicited marketing, bulk mail or any content that is unlawful or infringes third-party rights;

(b) ensure that you are entitled to have us process the personal data of your customers that the Service handles on your behalf, and that you provide any privacy notices to your customers required by applicable law;

(c) keep access to your Shopify store and staff accounts secure; actions taken by your staff within the Service are attributed to you;

(d) not attempt to interfere with, reverse engineer or circumvent technical or usage limits of the Service.

Support email for your store is sent from a per-store subdomain of replyhop.com that we provision and manage. You are responsible for the content of the messages you send. We may suspend sending for a store where this is necessary to protect the deliverability and reputation of the shared sending infrastructure — for example in the case of spam complaints, bounces at scale or abuse — and will inform you where we do so.

For personal data of your customers that the Service processes on your behalf, you act as controller and we act as processor within the meaning of the GDPR. This processing is governed by the DPA. Information about the processing for which we are the controller (such as the operation of this website) is provided in our Privacy Policy.

The Service, including its software, design and branding, remains our property or that of our licensors. You receive a non-exclusive, non-transferable right to use the Service for the duration of the agreement for your own business purposes. You retain all rights to the content of your support conversations and your customer data.

We provide the Service with reasonable skill and care but do not warrant uninterrupted availability. Planned maintenance and factual dependencies on third-party platforms (in particular Shopify and email delivery infrastructure) may temporarily affect the Service. We may develop the Service further, including modifying or discontinuing individual features, where this is reasonable for you taking into account our and your interests. Features marked as beta or early access are provided as-is and may change or be withdrawn at any time.

We are liable without limitation for intent and gross negligence, for injury to life, body or health, and under the German Product Liability Act. For slight negligence, we are liable only for breach of essential contractual obligations (obligations whose fulfilment makes the proper performance of the agreement possible in the first place and on whose fulfilment you may regularly rely), and in that case limited to the damage typical for this type of agreement and foreseeable at the time of conclusion. Any further liability is excluded. This does not affect mandatory statutory liability.

The agreement runs for an indefinite period and ends when you uninstall the Service from your store or when either party terminates it. You can end the agreement at any time by uninstalling the app. We may terminate with reasonable notice, and may suspend or terminate for good cause, in particular in the case of a material breach of these Terms.

After uninstallation, your store’s data is deleted in accordance with the DPA and Shopify’s mandatory data deletion process for apps.

We may amend these Terms with effect for the future, for example to reflect new features or changed legal requirements. For material changes, we give notice by email to active staff addresses recorded for the Merchant’s store. The notice identifies the updated Terms, their version and their effective date. An update notice does not require renewed acceptance or interrupt access to the Service. If you do not agree to an update, you may terminate the agreement by uninstalling the app before the update takes effect. The version and date shown at the top of this page identify the current Terms.

The law of the Federal Republic of Germany applies, excluding the UN Convention on Contracts for the International Sale of Goods. Place of jurisdiction for all disputes arising from or in connection with this agreement is Berlin, Germany, insofar as you are a merchant within the meaning of the German Commercial Code (HGB) or have no general place of jurisdiction in Germany. Should individual provisions of these Terms be or become invalid, the validity of the remaining provisions remains unaffected.