Tillie Terms of Service

Version 1.2, 8 October 2026
Supplier: Clarity Insights Imaging Pty Ltd (ABN 92 696 493 740, ACN 696 493 740), 8/10 Lower River Terrace, South Brisbane QLD 4101 ("Tillie", "we", "us")
Contact: support@hellotillie.com
Effective date: 8 October 2026 (version 1.0 took effect on 29 September 2026)

These terms apply to any Shopify merchant ("you") who installs Tillie. By installing or using the app you accept these terms, the Privacy Policy and the Data Processing Agreement (together, the "Agreement"). If you accept for a business, you confirm you have authority to bind it. Shopify's own terms also apply to your use of the Shopify App Store.

1. The service

Tillie gives your store:

1. A phone assistant. An AI assistant answers calls forwarded to a local number we provide (Australia and New Zealand at launch). It answers questions from your store data: products and stock, order status, store policies, hours and your own FAQ answers. It can text a checkout link, take a message, book a callback, or transfer the caller to your staff.
2. An email and help-desk assistant. It reads customer emails and tickets in your connected help desk (Gorgias, Zendesk or Re:amaze) and drafts replies. Drafts wait for staff approval unless you turn on automatic sending for a type of question.
3. An admin inside Shopify. Call summaries, transcripts, recordings, follow-ups, an approvals inbox, usage and settings.

At install the service only reads your Shopify data. On the Actions page you may let it change delivery addresses, cancel unshipped orders, start returns, issue refunds to the original payment method, create one-use credit codes, add order notes and hold replacement draft orders, each at a level you choose (take a request, your approval, or automatic within limits you set). It asks Shopify for the matching permission only when you turn an action on. You are responsible for the levels and limits you choose. It never takes payments. Features may change over time. We will not remove a core feature you pay for without notice (section 14).

2. Your responsibilities

You are responsible for how the service is used for your store. In particular you must:

1. Tell callers about recording and AI where the law requires it. The assistant says "This call is recorded" when recording is on, and can also say it is an AI at the start of each call. You must choose settings, and add any other notices (for example on your website or phone menu), that meet the law where you and your callers are. This includes all-party consent laws for recording in some Australian states and US states (such as California, Florida, Illinois, Maryland, Massachusetts, Pennsylvania and Washington), and AI disclosure rules such as Article 50 of the EU AI Act, Colorado's law on consumer-facing AI and Utah's AI Policy Act.
2. Use the service lawfully. Follow privacy, consumer, spam, telecommunications and anti-discrimination law.
3. Keep your store data accurate. The assistant answers from your Shopify data, policies, hours and FAQ answers. If they are wrong or out of date, its answers will be too.
4. Not use it for emergencies. The service is not an emergency service and must never be presented as one. It cannot contact emergency services. Do not forward an emergency or safety-critical line to it. If a caller describes an emergency, the assistant tells them to call 000 (Australia), 111 (New Zealand) or 911 (United States and Canada).
5. Get consent for text messages. The assistant texts a caller only when the caller asks, and only a checkout link or a message about the caller's request. You must not use the service to send marketing texts. You are the sender of these texts under the Spam Act 2003 (Cth), the Unsolicited Electronic Messages Act 2007 (NZ), the US Telephone Consumer Protection Act and carrier rules, and Canada's Anti-Spam Legislation (CASL).
6. Complete phone number registration truthfully. Australian and New Zealand numbers need a regulatory registration with Twilio. In the United States and Canada, texts need your store's own toll-free number to be verified with your business details. The details you give must be true and current.
7. Control your staff access. Only give Shopify staff access to people who need it. You are responsible for what your staff do in the app, including emails they approve.
8. Check automatic sending. If you turn on automatic email replies, you accept that replies will go out without a person reading them first.
9. Keep your call forwarding correct. Remove forwarding when you pause or uninstall the app, so callers are not sent to a line that no longer answers.
10. Answer privacy requests. You are the controller of your customers' data. You answer their requests; we help you (see the DPA).

3. Acceptable use

You must not, and must not let anyone else:

• use the service for a business that is illegal or that Shopify prohibits;
• make or attempt outbound marketing calls or texts through it;
• use it to impersonate another business or person;
• tell the assistant to deny being an AI when a caller sincerely asks;
• use it to collect health, financial account, or other sensitive information beyond what an order or product question needs;
• try to access another store's data, or probe or test our security without our written consent;
• overload the service, or get around usage limits or billing;
• copy, resell or reverse-engineer the service, or use its output to train a competing AI model;
• put content into FAQ answers or settings that is false, misleading, offensive, or breaks someone else's rights.

4. Fees, trials and billing

1. Billing through Shopify. All charges go through Shopify's billing and appear on your Shopify invoice. Shopify's billing terms apply. Prices are in US dollars and exclude taxes, which Shopify adds where required.
2. Plans.

   Plan	Monthly price	Includes	Included AI call minutes	Included AI email replies
   Email	US$39	Email and help-desk replies	none	500
   Phone Starter	US$49	Phone answering	200	none
   Starter	US$79	Phone answering and email replies	200	500
   Growth	US$149	Phone answering and email replies	700	2,000
   Scale	US$349	Phone answering and email replies	2,000	6,000

   Minutes above the included amount cost US$0.15 per minute. Email replies above the included amount cost US$0.10 per reply. A plan without phone answering or without email replies does not include that feature; to use it, change to a plan that does.

3. How minutes are counted. A billable minute is time the AI assistant is connected to a call. Each call is rounded up to the next whole minute. Calls of 10 seconds or less are free. Calls that go only to the message taker (for example when the assistant is paused or busy) are free. Calls the assistant identifies as spam, robocalls or wrong numbers, and calls where the caller does not speak, are free, unless the call produced a result for your store (such as a callback request or message).
4. How email replies are counted. A billable reply is an AI-written reply that is actually sent to your customer: one the assistant sends on its own under your automatic-send settings, or one your team approves (with or without edits) and Tillie sends through your help desk or mailbox. Each sent reply counts once. Drafts that are rejected, replaced or never sent, notes left inside your help desk, and replies you copy and send yourself are free.
5. Free trial. New stores get a 14-day free trial of the plan they choose. You do not pay the plan fee during the trial. The plan's included minutes and replies apply from the first day, and minutes and replies beyond them are charged at the extra rates. The app shows your minutes and replies as you use them. You can cancel during the trial by uninstalling or changing plan, and you will not be charged the plan fee.
6. Spend control. Shopify does not cap usage charges. You can set two monthly budgets in the app: one for extra minutes and one for extra email replies. We alert you as each budget is used. At 100% of the call budget you can choose to switch new calls to message-only until the next billing period; this never affects email replies. At 100% of the email budget you can choose to hold email replies until the next billing period; this never affects phone answering.
7. Changes to your plan. You can upgrade or downgrade at any time in the app. Shopify handles proration.
8. Price changes. We will give at least 30 days' notice of a price increase. Shopify will ask you to approve a new plan price where its rules require.
9. Refunds. Fees are not refundable except where the law requires, or where we charged in error. Contact support@hellotillie.com.

5. AI answers are not guaranteed

The assistant uses AI models. AI can mishear, misunderstand, or give a wrong or incomplete answer, even with correct store data. We design it to answer only from your store data, to check order identity before sharing order details, to say when it cannot find something instead of guessing, and to check email drafts against your records before they can be sent. These reduce errors; they do not remove them.

So:

• the service is provided on an "as is" and "as available" basis;
• we do not promise that any answer, summary, transcript or draft is accurate, complete or suitable;
• you should review transcripts and summaries and correct wrong FAQ answers;
• you are responsible for promises your store makes to its customers, including any made by the assistant on your behalf.

Nothing in these terms excludes rights you have under consumer law that cannot be excluded (for example the Consumer Guarantees Act 1993 (NZ) or the Australian Consumer Law). Where you acquire the service for business purposes, the parties agree that the Consumer Guarantees Act 1993 (NZ) does not apply, as section 43 of that Act allows.

6. Availability and support

We aim to keep the service running at all times, but we do not guarantee uptime. If the assistant cannot answer (for example during a provider outage), calls go to a recorded message so callers can leave a message. We may do maintenance, usually between 02:00 and 05:00 New Zealand time; live calls may briefly drop and reconnect.

Support: support@hellotillie.com. We aim to reply within two business days.

7. Data

1. You own your store data and your customers' data. We use it only to provide the service to you, as set out in the Privacy Policy and the Data Processing Agreement. The DPA forms part of these terms.
2. We do not use your data or your customers' data to train AI models.
3. We may use anonymous, combined usage figures (for example total call minutes, error rates) to run and improve the service. These do not identify you, your customers or their messages.

8. Intellectual property

We own the service, its software and our trade marks. You get a non-exclusive, non-transferable right to use the service for your store while the Agreement is in force. You keep all rights in your content (FAQ answers, greetings, settings). You give us the right to use that content only to provide the service. If you send us feedback, we may use it freely.

9. Suspension

We may pause the assistant for your store (switch it to message-only) or suspend your account, with notice where practical:

• if your use breaks these terms or the law, or puts callers, other stores or our systems at risk;
• if Shopify, Twilio or a regulator requires it;
• during a security incident;
• if your number registration is refused or withdrawn.

We will restore service once the cause is fixed.

10. Liability

1. To the extent the law allows, neither party is liable for indirect or consequential loss, or loss of profit, revenue, data or goodwill.
2. To the extent the law allows, our total liability under the Agreement in any 12-month period is limited to the greater of the fees you paid us in that period and US$100.
3. These limits do not apply to a party's fraud, or to liability that cannot be limited by law.
4. We are not liable for failures of Shopify, telephone carriers, or your help desk, or for losses caused by wrong store data, your settings, or replies your staff approve.

11. Indemnity

You will cover our reasonable losses from a third-party claim that arises from: your breach of section 2 or 3; your failure to give a notice or obtain a consent the law requires from your callers or customers; or your store data or content.

12. Ending the Agreement

1. You can end it at any time by uninstalling the app. Shopify stops future charges. Charges already incurred, including usage up to uninstall, remain payable.
2. We can end it with 30 days' notice, or at once if you seriously breach these terms, or if Shopify removes the app or your store.
3. What happens on uninstall:
   • the assistant stops answering at once;
   • for 14 days, your number plays a short message telling callers how to reach you (not recorded); we email you to remove call forwarding;
   • after 14 days we release the phone number. We cannot recover it later;
   • Shopify sends us a deletion request 48 hours after uninstall. We then delete your settings, call and email data, and destroy your store's encryption key, within 30 days of uninstall;
   • we keep billing records (minutes, email replies and charges, no customer content) for 7 years for tax law;
   • if you want an export, download it from the app before uninstalling.
4. If you reinstall within 48 hours, your data is restored. After that, setup starts fresh.

13. Governing law

These terms are governed by the laws of Queensland, Australia. The courts of Queensland, and courts that hear appeals from them, have non-exclusive jurisdiction. Nothing in these terms removes rights that your local consumer law gives you and that cannot be excluded.

14. Changes to these terms

We may update these terms. We will post the new version with its date and tell you in the app or by email at least 30 days before a material change takes effect. If you do not agree, you can uninstall before the change takes effect. Continued use after that date means you accept it.

15. General

• If a clause is unenforceable, the rest stays in force.
• Failing to enforce a clause is not a waiver.
• You may not transfer the Agreement without our consent. We may transfer it to a buyer of our business, with notice.
• Neither party is liable for delay caused by events beyond its reasonable control.
• Notices to us go to support@hellotillie.com. Notices to you go to your store's contact email in Shopify.
• The Agreement is the whole agreement about the service. If documents conflict, the DPA wins on data protection; otherwise these terms win.