Terms of Service

01The service#

These terms govern the Backpilot services and this website. The sections under “Backpilot for WooCommerce” apply to that service; the general sections apply to everything we offer. Backpilot is offered for business use — you connect a store in the course of trade.

Backpilot adds a conversational shopping assistant to your WooCommerce store: it imports your product catalog, answers shoppers’ questions, helps them find products and build a cart, and hands them to your store’s own checkout.

Responses are generated by AI. They can be imperfect or incomplete; the assistant answers from your catalog data, and you remain responsible for the accuracy of your products, prices, and availability.

Orders, payments, taxes, shipping and returns are entirely between you and your shoppers, on your store.

02Connecting a store#

You connect a store by installing our WordPress plugin (open source, GPL), and you confirm you are authorized to operate that store. On connection we import your catalog and check the store technically; the assistant then goes live automatically when setup succeeds.

Your store, your shoppers: you’re responsible for your own privacy notice covering the assistant, and for any legal requirement in your market to tell shoppers they are interacting with an AI system — the assistant’s design helps with this, and the formal responsibility rests with the store.

We may review connected stores, and may pause the assistant on a store where something is broken, where these terms are breached, or where the service is being abused — if we do, the store’s Backpilot settings page says so, and we’ll get in touch with the details and next steps.

03Free tier and plans#

The free tier includes up to 50 shopper conversations per month per store (a conversation is one chat session in which a shopper sent at least one message; conversations also have a reasonable length limit). When the limit is reached, the assistant hides from your storefront until the month resets.

Paid plans and their prices are listed on the pricing page; a paid plan starts once we have set it up with you and you have completed the purchase through our merchant of record (see Billing and refunds). We may change free-tier limits going forward with reasonable notice; changes never apply retroactively to a running month.

04Billing and refunds#

Paid plans are sold through a merchant of record — a third-party reseller that is the seller on your invoice: it processes your payment, and it collects and remits VAT and sales tax where applicable. The merchant of record’s own buyer terms, shown at checkout, apply to the purchase itself. Prices are in USD and exclude such taxes.

Plans bill monthly in advance; conversations beyond a plan’s included amount are billed at the plan’s stated per-conversation rate. You can cancel at any time — cancellation stops future charges, and your plan runs to the end of the period already paid. If a payment fails and isn’t resolved, we may move your store back to the free tier until it is.

Refunds. Fees are non-refundable. The free plan exists precisely so you can evaluate the service on your own store, for as long as you like, before paying. Refund requests are handled by the merchant of record under its own refund policy, shown at checkout — it may issue refunds at its discretion, and nothing in these terms limits statutory rights that cannot lawfully be waived. If we ever discontinue the service entirely, unused prepaid fees are refunded pro-rata through our merchant of record.

05Data processing#

For your shoppers’ data we act as your processor: we process it only to provide the service (including operating, securing, debugging and improving it), keep it confidential, protect it with appropriate technical and organisational measures, tell you without undue delay about any personal-data breach affecting it, help you answer shoppers’ data-rights requests, and delete it as described in the Privacy Policy.

You authorise the subprocessors listed in the Privacy Policy; we announce changes to that list with reasonable notice, and you may object by disconnecting. On request we’ll provide the information reasonably needed to demonstrate the above.

06Disconnecting and termination#

You can turn the assistant off with one switch, disconnect, or uninstall at any time. We can terminate for breach of these terms. After disconnection we stop serving your store; see the Privacy Policy for what happens to data.

07Acceptable use#

• Don’t connect stores selling unlawful goods.
• Don’t use the service to mislead shoppers.
• Don’t probe, overload, or interfere with the service or attempt to extract its underlying models or other customers’ data.
• Don’t resell the service without our agreement.

08Availability#

The free tier is provided as-is, best-effort, without an uptime commitment; paid plans get our priority attention, but we don’t currently offer a contractual uptime guarantee either. We may change or discontinue features with reasonable notice. If your assistant is unavailable, your store keeps working — the concierge simply doesn’t render.

09Intellectual property#

We own the service; you own your catalog and store content and grant us the license needed to process it to provide and improve the service. The WordPress plugin is open-source under GPL.

10Liability#

To the extent the law allows:

• the service is provided as-is;
• we’re not liable for indirect or consequential damages;
• our total liability is capped at the fees you paid for the service via our merchant of record in the 3 months before the event giving rise to the claim.

You’ll cover us against third-party claims arising from your store’s content or your breach of these terms.

Nothing here limits liability that can’t lawfully be limited.

11Who we are#

Backpilot is operated by Nikulin O.S., an individual entrepreneur registered in Ukraine (“Backpilot”, “we”). Contact: [email protected].

12Changes and law#

We may update these terms; material changes will be announced with reasonable notice (on this page and, for connected stores, by email). If you keep the service connected after a change takes effect, the updated terms apply; if you don’t agree, disconnect before then.

We will always try to resolve a dispute informally first — write to [email protected]. These terms are governed by the laws of Ukraine, and disputes are resolved by the competent courts at our place of registration. If part of these terms turns out to be unenforceable somewhere, the rest still applies.

Questions: [email protected].