Terms of Service

1. Acceptance of Terms

By installing, accessing, or using the ChatFirm application (“Service,” “App,” or “Software”), you (“Merchant,” “You,” or “User”) agree to be legally bound by these Terms of Service (“Terms”). If you do not agree to these Terms, you must not install or use ChatFirm and must uninstall it immediately from your Shopify store admin.

2. Service Description & Early-Access Notice

ChatFirm provides Shopify merchants with automated communication tools, including WhatsApp order confirmation, AI-driven address verification, courier consignment booking and tracking (currently with Leopards Courier only), bank-transfer payment-proof handling, admin alerts, and, on higher plans, review requests, stuck-order alerts and abandoned-checkout reminders.

3. Merchant Account & Responsibilities

To use ChatFirm, you must:

• Maintain an active, valid Shopify merchant store in good standing.
• Ensure that the credentials and accounts you connect (your Leopards Courier API credentials and your WhatsApp account) belong legally to your business, and that you use your WhatsApp account in line with WhatsApp's terms. ChatFirm connects to WhatsApp through an unofficial WhatsApp Web integration, which carries a risk that WhatsApp may restrict the account.
• Review and accept ChatFirm's Data Processing Addendum, which applies to the customer data ChatFirm handles for you and forms part of these Terms.
• Keep your account credentials confidential and notify us immediately of any unauthorized access.
• Ensure your store complies with all local laws and consumer protection guidelines in Pakistan.

4. Acceptable Use & Anti-Spam Compliance

ChatFirm strictly prohibits the use of our platform for unsolicited advertising, bulk marketing spam, fraudulent schemes, or deceptive practices.

You agree that WhatsApp messages sent via ChatFirm will strictly be transactional communications directly related to orders placed by customers on your Shopify storefront (e.g. order confirmation, delivery updates, address clarification, or payment verification). You must not send unsolicited promotional broadcasts through ChatFirm without explicit consumer opt-in. The one promotional feature, abandoned-checkout reminders, is sent only to customers who ticked Shopify's marketing opt-in at checkout and who can reply STOP at any time.

Violating WhatsApp's Business Policies or spamming consumers may result in immediate suspension or termination of your ChatFirm account without refund.

5. Subscription, Fees & Billing Terms

ChatFirm is offered under tiered monthly subscription plans (e.g. Starter, Growth, Scale).

• Free Trial: The Starter and Growth plans start with a 14-day free trial (one trial per store). During the trial, no subscription fees apply. The Scale plan has no free trial and is charged from the day it is approved.
• Shopify Billing: Subscription charges are billed through Shopify, on your Shopify invoice, on a recurring 30-day cycle. You approve each subscription on Shopify's billing page; ChatFirm does not collect card details.
• Pricing: Prices are those shown on our pricing page and on Shopify's billing page, in US dollars. Prices may change; merchants will receive at least 30 days prior written notice before any price adjustments take effect.
• Courier & WhatsApp Costs: Your subscription to ChatFirm covers software automation only. You remain independently responsible for all direct courier carriage fees, cash handling charges, and any costs related to your own WhatsApp account.

6. Intellectual Property Rights

ChatFirm and its original code, user interface designs, algorithms, logos, and documentation are the exclusive intellectual property of ChatFirm and its licensors. You are granted a revocable, non-exclusive, non-transferable license to use the App solely on your authorized Shopify stores.

7. Disclaimer of Warranties & Third-Party Services

THE SERVICE IS PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED.

ChatFirm does not operate physical delivery vehicles or employ courier delivery staff. We are not liable for delayed delivery, lost parcels, parcel damages, rider misbehavior, or cash-on-delivery remittance disputes caused by third-party couriers (including Leopards Courier). Any logistics disputes must be resolved directly with your chosen courier service.

8. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED UNDER APPLICABLE LAW, CHATFIRM AND ITS DIRECTORS, EMPLOYEES, AND PARTNERS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, LOSS OF REVENUE, LOST SALES, DATA LOSS, OR GOODWILL ARISING FROM OR RELATED TO YOUR USE OF THE SERVICE.

OUR TOTAL AGGREGATE LIABILITY ARISING UNDER THESE TERMS SHALL NOT EXCEED THE TOTAL FEES ACTUALLY PAID BY YOU TO CHATFIRM IN THE THREE (3) MONTHS IMMEDIATELY PRECEDING THE CLAIM.

9. Termination & Cancellation

You may terminate your account at any time by cancelling your subscription in the ChatFirm dashboard or by uninstalling the ChatFirm application from your Shopify store admin. ChatFirm reserves the right to suspend or terminate accounts that breach these Terms or engage in fraudulent activities.

10. Governing Law & Jurisdiction

These Terms of Service and any disputes arising out of or related to them shall be governed by and construed in accordance with the laws of the Islamic Republic of Pakistan, without regard to its conflict of law principles. Any legal actions or proceedings shall be instituted exclusively in the competent courts of Lahore, Pakistan.