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Terms of Service

Last Updated: November 2025

1. Acceptance of Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer," "you," or "your") and Codename: LISA ("LISA," "we," "us," or "our") governing your access to and use of:

• The LISA website at codenamelisa.com
• The LISA AI shopping assistant service and software
• Any related services, features, content, or applications offered by LISA

By creating an account, installing our Shopify app, or using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy.

If you do not agree to these Terms, you must not access or use our services.

2. Eligibility

To use LISA, you must:

• Be at least 18 years of age
• Have the legal capacity to enter into binding contracts
• Operate a legitimate e-commerce business (for merchant accounts)
• Not be prohibited from using our services under applicable laws
• Not have been previously suspended or banned from using LISA

By using our services, you represent and warrant that you meet these eligibility requirements.

3. Account Registration and Security

3.1 Account Creation

To access certain features of LISA, you must create an account. You agree to:

• Provide accurate, current, and complete information
• Maintain and promptly update your account information
• Keep your password secure and confidential
• Notify us immediately of any unauthorized access or security breach
• Accept responsibility for all activities under your account

3.2 Account Responsibility

You are solely responsible for:

• All activities that occur under your account
• Maintaining the confidentiality of your login credentials
• Any consequences resulting from unauthorized account access
• Ensuring your team members comply with these Terms

3.3 Business Accounts

If you register on behalf of a business entity, you represent that you have the authority to bind that entity to these Terms.

4. Description of Service

LISA provides an AI-powered shopping assistant service that:

• Integrates with Shopify stores via our app
• Engages customers through natural language conversations (text and voice)
• Learns customer preferences and shopping behavior
• Provides personalized product recommendations
• Assists with product discovery, questions, and purchase guidance
• Offers analytics and insights to merchants

5. Subscription Plans and Pricing

5.1 Subscription Tiers

LISA offers multiple subscription plans based on monthly visitor volume:

Plan	Monthly Visitors	Starting Price (GBP)
Hobby	Up to 10,000	£29/month
Growth	10,001-50,000	£99/month
Business	50,001-200,000	£299/month
Enterprise	200,001+	Custom Pricing

5.2 Payment Terms

• Billing Cycle: Subscriptions are billed monthly in advance
• Auto-Renewal: Subscriptions automatically renew unless cancelled before the next billing cycle
• Overage Charges: Additional fees apply if monthly visitor limits are exceeded (as specified in your plan)
• Currency: Prices displayed in GBP, USD, CAD, AUD, or EUR based on your selection
• Taxes: Prices exclude applicable taxes (VAT, GST, sales tax), which will be added at checkout

5.3 Price Changes

We reserve the right to modify pricing with 30 days' advance notice. Existing subscribers will be notified via email and may cancel before changes take effect.

5.4 Payment Methods

We accept major credit cards and other payment methods through secure third-party processors. You authorize us to charge your payment method for all fees incurred.

5.5 Failed Payments

If payment fails:

• We will attempt to process payment again
• Service may be suspended if payment remains unsuccessful
• Account may be terminated after 14 days of non-payment

6. Free Trials and Promotions

We may offer free trials or promotional periods at our discretion:

• Trial periods do not require payment information upfront
• Trials automatically convert to paid subscriptions unless cancelled
• Only one free trial per customer/business
• We reserve the right to modify or terminate promotions at any time

7. Cancellation and Refunds

7.1 Cancellation Policy

You may cancel your subscription at any time through your account dashboard or by contacting support. Cancellation takes effect at the end of the current billing period.

7.2 Refund Policy

• 30-Day Money-Back Guarantee: New customers may request a full refund within 30 days of first subscription payment
• No Partial Refunds: We do not provide pro-rated refunds for partial months
• No Refunds After 30 Days: Refunds are not available after the initial 30-day period
• Overage Charges: Non-refundable once incurred

7.3 Account Termination by LISA

We reserve the right to suspend or terminate accounts that violate these Terms. In such cases, no refunds will be provided.

8. Acceptable Use Policy

8.1 Permitted Uses

You may use LISA to:

• Provide customer service and shopping assistance
• Enhance customer experience on your e-commerce store
• Analyze customer interactions and preferences (in compliance with privacy laws)
• Personalize product recommendations

8.2 Prohibited Uses

You may NOT use LISA to:

• Violate any laws, regulations, or third-party rights
• Sell illegal, counterfeit, or prohibited products
• Transmit harmful, offensive, or fraudulent content
• Impersonate others or misrepresent your affiliation
• Scrape, data mine, or reverse engineer our service
• Interfere with or disrupt our systems or networks
• Bypass security measures or access controls
• Use the service for competitors' benefit or competitive analysis
• Train competing AI models using LISA's outputs
• Resell or sublicense access to LISA without authorization

8.3 Consequences of Violations

Violation of this Acceptable Use Policy may result in:

• Immediate suspension or termination of your account
• Legal action and pursuit of damages
• Reporting to law enforcement authorities

9. Data and Privacy

9.1 Data Ownership

• Your Data: You retain ownership of your product catalog, store data, and customer information
• Conversation Data: Interactions between LISA and end customers are jointly owned
• Aggregated Data: We may use anonymized, aggregated data to improve our service

9.2 Data Usage

By using LISA, you grant us permission to:

• Access and process your store data to provide the service
• Use conversation data to train and improve LISA's AI models
• Create anonymized analytics and benchmarks

9.3 Privacy Compliance

You are responsible for:

• Obtaining necessary consents from your customers
• Complying with applicable privacy laws (GDPR, CCPA, etc.)
• Including LISA in your privacy policy and terms
• Providing required notices to customers

See our Privacy Policy for detailed information on how we handle data.

10. Intellectual Property

10.1 LISA's IP Rights

All rights, title, and interest in LISA (including software, algorithms, AI models, trademarks, logos, and content) are owned by us or our licensors. You receive a limited license to use LISA as described in these Terms.

10.2 License Grant

We grant you a non-exclusive, non-transferable, revocable license to:

• Access and use LISA for your business operations
• Integrate LISA into your Shopify store
• Use LISA's features as intended

This license terminates upon account cancellation or termination.

10.3 Restrictions

You may NOT:

• Copy, modify, or create derivative works of LISA
• Reverse engineer, decompile, or disassemble our software
• Remove or alter proprietary notices
• Use our trademarks without prior written consent

10.4 Feedback

If you provide suggestions, ideas, or feedback, we may use them without obligation or compensation to you.

11. AI Service Limitations

11.1 AI Accuracy

LISA uses advanced AI technology, but we do not guarantee:

• 100% accuracy of responses or recommendations
• Error-free operation at all times
• Specific sales or conversion improvements
• That LISA will always understand customer intent correctly

11.2 Learning Period

LISA improves over time by learning from interactions. Initial performance may vary as the system learns your catalog and customer preferences.

11.3 Human Oversight

You remain responsible for:

• Monitoring LISA's interactions
• Setting appropriate guidelines and boundaries
• Providing human support when needed
• Ensuring compliance with all applicable regulations

12. Service Availability and Support

12.1 Uptime

We strive for 99.9% uptime but do not guarantee uninterrupted service. Scheduled maintenance will be communicated in advance when possible.

12.2 Support Levels

• Hobby Plan: Email support (48-hour response time)
• Growth Plan: Priority email support (24-hour response time)
• Business Plan: Priority support with dedicated onboarding (12-hour response time)
• Enterprise Plan: Dedicated account manager with SLA guarantees

12.3 Service Modifications

We may modify, suspend, or discontinue any aspect of LISA at any time with reasonable notice.

13. Warranties and Disclaimers

14. Limitation of Liability

15. Indemnification

You agree to indemnify, defend, and hold harmless LISA and its affiliates, officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

• Your use of LISA
• Your violation of these Terms
• Your violation of any laws or third-party rights
• Content you provide or actions you take using our service

16. Third-Party Services

LISA integrates with third-party services (Shopify, payment processors, etc.). Your use of these services is subject to their respective terms and policies. We are not responsible for third-party services or their practices.

17. Governing Law and Dispute Resolution

17.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of England and Wales, without regard to conflict of law principles.

17.2 Dispute Resolution

For disputes arising from these Terms:

• Informal Resolution: Contact us first to attempt good-faith resolution
• Mediation: If informal resolution fails, parties agree to mediation before litigation
• Jurisdiction: Exclusive jurisdiction of courts in England and Wales

17.3 Regional Variations

• EU/UK Users: Rights under consumer protection laws remain unaffected
• California Users: Class action waiver does not apply if prohibited by California law
• Australian Users: Rights under Australian Consumer Law cannot be excluded

18. Changes to Terms

We may modify these Terms at any time. Changes will be effective upon posting the updated Terms on our website with a new "Last Updated" date.

Material changes will be communicated via:

• Email notification to registered users
• Prominent notice on our website
• In-app notification

Continued use of LISA after changes constitute acceptance of the updated Terms. If you disagree, you must cancel your subscription.

19. General Provisions

19.1 Entire Agreement

These Terms, along with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and LISA regarding the service.

19.2 Severability

If any provision is found unenforceable, the remaining provisions remain in full force and effect.

19.3 Waiver

Failure to enforce any right or provision does not constitute a waiver of that right or provision.

19.4 Assignment

You may not assign or transfer these Terms without our written consent. We may assign our rights and obligations without restriction.

19.5 Force Majeure

We are not liable for delays or failures caused by circumstances beyond our reasonable control (natural disasters, pandemics, war, cyber-attacks, etc.).

20. Contact Information

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