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Terms of Service

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Effective date: [DATE]
Last updated: [DATE]

These Terms of Service ("Terms") are an agreement between [LEGAL ENTITY NAME], at 1st District, Obour City, Cairo ("REASONBACK", "we", "us"), and the business that signs up for or installs REASONBACK ("Brand", "you").

By installing the REASONBACK app, creating an account, or using the service, you agree to these Terms. The person accepting them confirms they are authorised to bind the Brand.

1. The service

REASONBACK provides a returns and exchange portal for online stores (the "Service"). This includes a return portal for your customers, a dashboard for your team, and connections to Shopify and to couriers such as Bosta.

REASONBACK does not handle money. Refunds, exchanges and courier fees are between you, your customers and your payment or courier providers. REASONBACK helps you record and manage them. You are solely responsible for deciding and paying refunds and for your own return policy.

We may improve, change or remove features. If we remove a feature that is material to paid plans, we will give you reasonable notice.

2. Accounts and your team

  • You must provide accurate information and keep it up to date.
  • You are responsible for everyone you invite to your account, for the roles you give them, and for all activity under your account.
  • Keep sign-in details secret. Tell us immediately at [security@DOMAIN] if you suspect unauthorised access.
  • You must be a business and legally able to enter into this agreement. The Service is not for personal or consumer use.

3. Third-party platforms

The Service works with third-party services such as Shopify and Bosta. Your use of them is governed by your own agreements with those providers. We are not responsible for their availability, errors, fees, or changes to their systems. If a third party changes or withdraws access, related features may stop working.

4. Fees and payment

  • Plans: [Describe plans / link to pricing page]. [Free trial of X days, if any.]
  • Billing: Fees are billed [monthly / annually] in advance [through Shopify Billing / via PAYMENT PROVIDER]. Fees exclude taxes, which you are responsible for.
  • Price changes: We will give at least [30] days' notice before changing the price of your plan.
  • Refunds: Fees already paid are non-refundable, except where required by law or stated otherwise in writing.
  • Late payment: If payment fails, we may suspend the Service after [7] days' notice.

5. Your data and your customers' data

  • You own your data. All data you or your customers put into REASONBACK ("Brand Data"), including customer data synced from Shopify, belongs to you.
  • Our licence to use it: You give us permission to use Brand Data only to provide, secure and support the Service, and as described in our Privacy Policy and Data Processing Agreement. The DPA forms part of these Terms.
  • Your responsibilities as controller: You are responsible for having a lawful basis to collect and share your customers' data with us, for telling your customers about it in your own privacy policy, and for the content of your return policy, notes and comments. Do not put unnecessary personal data (for example phone numbers or addresses) in internal comments.
  • Aggregated data: We may use anonymous, aggregated statistics that do not identify you or any person to operate and improve the Service.

6. Acceptable use

You must not:

  • use the Service for anything unlawful, fraudulent or misleading;
  • upload malware, or content that is illegal, infringing or abusive;
  • try to access other Brands' data, test for vulnerabilities without our permission, or bypass security or usage limits;
  • copy, resell or reverse-engineer the Service, or use it to build a competing product;
  • overload or disrupt the Service or its infrastructure.

If you find a security issue, please report it to [security@DOMAIN]. We welcome good-faith reports.

7. Availability and support

We aim to keep the Service available and reliable, but we do not guarantee uninterrupted operation. Planned maintenance will be announced in advance where possible. Support is provided via [EMAIL / WhatsApp / in-app chat] during [HOURS, Cairo time].

8. Our intellectual property

We own the Service, including its software, design and brand. These Terms give you a limited, non-exclusive, non-transferable right to use the Service for your business while your account is active. If you send us feedback, we may use it without any obligation to you.

9. Confidentiality

Each party will keep the other's non-public business information confidential and use it only to perform these Terms, except where disclosure is required by law.

10. Suspension and termination

  • By you: You may stop using the Service at any time by uninstalling the app in Shopify or contacting us. Paid fees are not refunded for the rest of the billing period.
  • By us: We may suspend or end your access if you seriously breach these Terms, do not pay, or if your use creates a security or legal risk. Where reasonable, we will warn you first and give you a chance to fix the problem. We may also end the Service for all Brands with [60] days' notice.
  • After termination: Access keys to your store are deleted immediately on uninstall. Customer personal data is erased about 48 hours after uninstall, as described in the DPA. Download any records you need before you leave.

11. Disclaimers

The Service is provided "as is" and "as available". To the extent permitted by law, we do not give any warranties, express or implied, including warranties of fitness for a particular purpose. We do not guarantee that refund calculations, return eligibility checks, or courier bookings will be free of errors. You should review them before acting on them.

12. Limitation of liability

To the extent permitted by law:

  • Neither party is liable for indirect or consequential losses, such as lost profits, revenue, goodwill or data, even if advised of the possibility.
  • Our total liability arising from these Terms in any 12-month period is limited to the fees you paid us in that period, or [EGP AMOUNT] if you use a free plan.

Nothing in these Terms limits liability that cannot be limited by law, including for fraud or gross negligence.

13. Indemnity

You will defend and compensate us against third-party claims arising from your breach of these Terms or of the law, your return and refund decisions, or content you or your customers upload.

14. Changes to these Terms

We may update these Terms. For material changes, we will notify the Brand owner by email or in the dashboard at least [14] days before they take effect. Continuing to use the Service after that date means you accept the updated Terms.

15. General

  • Governing law and courts: These Terms are governed by the laws of the Arab Republic of Egypt. The courts of [Cairo] have exclusive jurisdiction.
  • Language: These Terms are published in English and Arabic. If there is a conflict, the [English / Arabic] version prevails.
  • Entire agreement: These Terms, the Privacy Policy and the DPA are the entire agreement between us about the Service.
  • Assignment: You may not transfer these Terms without our consent. We may transfer them as part of a merger or sale of the business.
  • Force majeure: Neither party is responsible for delays caused by events outside its reasonable control.
  • Severability: If any part is found unenforceable, the rest remains in effect.

16. Contact

[LEGAL ENTITY NAME] · 1st District, Obour City, Cairo · [support@DOMAIN]