Terms of Use

Last updated: February 2026

1. Acceptance of Terms

By accessing or using SupportRetriever ("the Service"), you agree to be bound by these Terms of Use ("Terms"). If you do not agree to these Terms, do not use the Service.

2. Description of Service

SupportRetriever is a customer support platform that provides contact forms, conversation management, team collaboration, analytics tools, and optional AI-powered reply suggestions. The Service is provided "AS IS" and "AS AVAILABLE". While we strive to maintain service reliability, we do not guarantee that the Service will be completely error-free or uninterrupted.

2.5. AI-Powered Reply Suggestions

SupportRetriever offers an optional AI-powered reply suggestion feature ("AI Companion"). If you choose to enable this feature, you must provide your own API keys from third-party AI providers (OpenAI, Anthropic, Google, or other supported providers). By enabling the AI Companion feature:

• You acknowledge that customer messages and conversation history will be sent to your chosen AI provider to generate reply suggestions.
• You are solely responsible for your relationship with the AI provider, including compliance with their terms of service and payment of any fees.
• You are responsible for ensuring your use of AI-generated suggestions complies with applicable laws and regulations.
• We implement security measures to protect sensitive data (such as credit card numbers, social security numbers, and passwords) by redacting them before sending to AI providers, but you remain responsible for reviewing AI suggestions before sending them to customers.
• You acknowledge that AI-generated suggestions are automated and may require human review and editing before use.
• Your API keys are encrypted and stored securely, but you are responsible for maintaining their confidentiality and rotating them if compromised.

SupportRetriever is not responsible for the accuracy, quality, or appropriateness of AI-generated suggestions, or for any issues arising from your use of third-party AI services.

3. User Accounts

To use certain features, you must register for an account. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree to immediately notify us of any unauthorized use of your account.

Your account usage is subject to service limitations based on your subscription plan. Free plan accounts have a limit of 60 messages per month (inbound and outbound combined); Pro plan accounts have a limit of 1,000 messages per month. These limits reset monthly.

4. Use of Service

You agree not to misuse the Service. You must not:

• Use the Service for any illegal purpose or in violation of any local, state, national, or international law.
• Harass, threaten, demean, embarrass, or otherwise harm any other user of the Service.
• Interfere with security-related features of the Service.
• Use any automated means to access the Service without our permission.

4.5. Team Collaboration

If you add team members to your account, you are responsible for managing their access and permissions. Team members may have different permission levels (read-only, write access, or admin access) as determined by you. You are responsible for all actions taken by team members with access to your account.

4.6. Service Limitations and Usage Restrictions

The Service is subject to usage limits based on your subscription plan. If you exceed your monthly email limit, the Service may temporarily restrict email delivery until the next billing cycle or until you upgrade your plan. We reserve the right to enforce these limits and may suspend or terminate accounts that consistently exceed their limits or abuse the Service.

5. Intellectual Property

The Service and its original content, features, and functionality are and will remain the exclusive property of SupportRetriever and its licensors. You retain all rights to any content you submit, post, or display on or through the Service ("User Content"). By submitting User Content, you grant us a license to use, modify, perform, display, reproduce, and distribute such User Content on and through the Service solely for the purpose of operating and providing the Service.

5.5. Subscription Plans and Billing

SupportRetriever offers Free and Pro subscription plans. The Free plan includes basic features with a limit of 60 messages per month. The Pro plan includes a limit of 1,000 messages per month and priority support. Subscription fees for Pro plans are billed monthly or annually as selected during signup.

Payments for Pro subscriptions are processed by Paddle (for standard accounts) or Shopify (for Shopify-connected accounts). By subscribing to a Pro plan, you agree to Paddle's Terms of Service and Privacy Policy. If you have a Shopify-connected account, your subscription is billed through Shopify and subject to Shopify's billing terms.

You may upgrade, downgrade, or cancel your subscription at any time through your account settings. Refunds are handled according to Paddle's refund policy or Shopify's refund policy, as applicable.

6. Termination

We may terminate or suspend your account and bar access to the Service immediately, without prior notice or liability, under our sole discretion, for any reason whatsoever and without limitation, including but not limited to a breach of the Terms.

6.5. User-Initiated Account Deletion

You may delete your account at any time through your account settings. Upon account deletion, all your data, including forms, conversations, messages, and related information, will be permanently deleted and cannot be recovered. If you are a team member on other users' forms, your access will be removed, but the form owner's data will be preserved. Account deletion is irreversible.

7. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL SUPPORTRETRIEVER, ITS AFFILIATES, AGENTS, DIRECTORS, EMPLOYEES, SUPPLIERS, OR LICENSORS BE LIABLE FOR ANY INDIRECT, PUNITIVE, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR EXEMPLARY DAMAGES, INCLUDING WITHOUT LIMITATION DAMAGES FOR LOSS OF PROFITS, GOODWILL, USE, DATA, OR OTHER INTANGIBLE LOSSES, ARISING OUT OF OR RELATING TO THE USE OF, OR INABILITY TO USE, THIS SERVICE.

8. Disclaimer of Warranties

Your use of the Service is at your sole risk. The Service is provided on an "AS IS" and "AS AVAILABLE" basis. The Service is provided without warranties of any kind, whether express or implied, including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, non-infringement, or course of performance.

9. Governing Law

These Terms shall be governed and construed in accordance with the laws of the United States, without regard to its conflict of law provisions. Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights.

10. Changes

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. By continuing to access or use our Service after those revisions become effective, you agree to be bound by the revised terms.

11. Contact Us

If you have any questions about these Terms, please contact us via the support form linked in the footer of our website.