1. About these terms
These terms are an agreement between Webgro Ltd (“Webgro”, “we”, “us”), a company registered in England and Wales with company number 10889889, and the business that installs SideMick (“you”). By installing or using SideMick, you agree to them. If you install SideMick for a business, you confirm you are allowed to accept these terms on its behalf.
SideMick is for business use only. It is not offered to consumers. Our privacy policy explains how we handle personal data and forms part of these terms.
2. The service
SideMick is an AI live chat app for Shopify stores. It adds a chat widget to your storefront that answers your customers’ questions using your store’s data (such as orders, tracking, products and policies) and a knowledge base you control. When it can’t answer, it hands the conversation to you. It also suggests answers for questions it couldn’t answer well, which you can approve, edit or dismiss.
The features included in each plan are listed on our pricing page. Features marked “coming later” are not yet available and are not part of what you pay for until they are released.
3. Installing SideMick
You install SideMick through Shopify. To use it you need an active Shopify store and must follow Shopify’s own terms. You are responsible for who has access to your Shopify admin and for everything done in SideMick through your store’s account.
4. Plans, trials and billing
- SideMick has a Free plan and paid plans. Current prices are shown on our pricing page, in US dollars.
- Paid plans are billed monthly in advance through Shopify’s billing system and appear on your Shopify invoice. Shopify’s terms apply to those payments.
- Paid plans start with a 14-day free trial. If you cancel or uninstall before the trial ends, you won’t be charged for that plan.
- Prices exclude any taxes Shopify adds. We may change prices by giving you at least 30 days’ notice by email or in the app. A new price applies from your next billing period after the notice ends.
- Except where the law requires otherwise, fees already paid are not refundable.
5. Conversations and usage limits
Each plan includes a number of AI conversations a month. A conversation is one chat session with at least one AI reply. It closes after 24 hours with no messages. Chats handled only by a person are not counted.
Conversations above your plan’s allowance cost $0.15 on Free, $0.12 on Starter, $0.10 on Growth, $0.10 on Pro and are billed as usage charges through Shopify. On Free this only applies if you turn on pay as you go, and is capped at $15 a month. You set a monthly cap on these charges in the app and we will not charge more than that cap. When you reach your allowance on the Free plan, or your cap on a paid plan, AI replies pause until your next billing month and the widget offers customers email handoff instead.
To protect the service, we apply rate limits per visitor and per store. We may block traffic that appears automated or abusive, and we won’t count conversations that we identify as abuse.
6. Cancelling and uninstalling
You can move to the Free plan or uninstall SideMick at any time. Uninstalling cancels any paid plan. Shopify tells us 48 hours after you uninstall, and we then delete your store’s data as described in our privacy policy.
7. AI-generated replies
Replies in the chat widget are generated automatically by AI. SideMick is designed to answer only from your store data and knowledge base and to hand over when it isn’t sure, but AI replies can still be incomplete or wrong. You agree that:
- you are responsible for the accuracy of your store data, policies and knowledge base, which SideMick relies on
- you will review the conversation log and suggested answers from time to time
- the widget is not a substitute for your own customer service obligations, and you remain responsible for your dealings with your customers, including refunds, returns and consumer rights
- you will not set SideMick up to give legal, medical, financial or other professional advice
We are not responsible for commitments that a reply appears to make on your behalf where the reply follows your store data or knowledge base, or where you could reasonably have corrected it.
8. Your content
You keep all rights in your store data, knowledge base content and chat transcripts (“your content”). You give us a licence to use your content only to provide, secure and support SideMick for you. We don’t use your content to train AI models. You confirm you have the right to add any content you upload and that it doesn’t infringe anyone else’s rights.
9. Acceptable use
You must not use SideMick to:
- break the law or Shopify’s terms, or sell anything Shopify prohibits
- mislead, harass or discriminate against people
- collect payment card details, passwords or special category data through the chat
- send spam or unsolicited marketing
- try to get around usage limits, reverse engineer the service, or interfere with its security or with other stores using it
- resell SideMick or provide it to third parties outside your own store, unless we agree in writing
10. Data protection
For your customers’ personal data that SideMick handles, you are the controller and we are your processor. We will:
- process that data only to provide SideMick and on your documented instructions, which are these terms and your settings
- make sure our staff and providers who handle it are bound by confidentiality
- keep it secure using appropriate technical and organisational measures
- use only the sub-processors listed in our privacy policy, tell you before adding or replacing one, and let you object
- help you respond to requests from your customers and to Shopify’s privacy webhooks
- tell you without undue delay if we become aware of a personal data breach affecting your data
- delete your data when you uninstall SideMick, as set out in our privacy policy
- give you the information you reasonably need to show you are meeting your own obligations
You are responsible for having a lawful basis for the processing and for telling your customers, in your store’s privacy policy, that you use an AI chat service.
11. Third-party services
SideMick depends on services we don’t control, including Shopify, Anthropic (which provides the AI model) and our hosting providers. We are not responsible for outages or changes to those services, but we will work to limit the effect on you.
12. Availability and changes
We aim to keep SideMick available at all times but don’t guarantee it will be uninterrupted or free of errors. We may need to pause it for maintenance. We may change or improve features. If we remove a feature that is a material part of your paid plan, we will tell you in advance.
13. Intellectual property
We own SideMick, including its software, design, the SideMick name and the Mick character. These terms don’t give you any rights in them beyond using SideMick for your store. If you send us feedback or ideas, we may use them without any obligation to you.
14. Suspension and termination
We may suspend or end your use of SideMick if you seriously or repeatedly break these terms, if your use puts the service or other merchants at risk, or if Shopify requires it. Where reasonable, we will tell you first and give you a chance to put things right. We may also stop offering SideMick altogether by giving at least 60 days’ notice.
15. Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.
Subject to that:
- we are not liable for loss of profit, revenue, sales, business, goodwill or data, or for any indirect or consequential loss
- our total liability under or in connection with these terms in any 12-month period is limited to the fees you paid us for SideMick in the 12 months before the claim, or £100, whichever is higher
SideMick is provided “as is”. Except as set out in these terms, we give no warranties about it, to the extent the law allows.
You will compensate us for claims by third parties arising from your content or from your breach of section 9.
16. General
- We may update these terms. We will tell you about material changes at least 30 days before they take effect. If you keep using SideMick after that, the new terms apply.
- You may not transfer these terms to anyone else without our agreement. We may transfer them to a company that takes over SideMick.
- If part of these terms is found to be unenforceable, the rest still applies.
- These terms are the whole agreement between us about SideMick.
- These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
17. Contact
Webgro Ltd, company number 10889889
Registered office: [to be added]
Email: hello@sidemick.com