Mend

Terms of Service

Last updated: July 12, 2026

These terms govern the use of Mend, an AI customer-support agent for Shopify stores operated by Masas Technologies, LLC ("Mend", "we", "us"). By installing Mend from the Shopify App Store or using the service, you ("merchant", "you") agree to them.

The service

Mend answers your shoppers in chat and email, reads relevant order data from your Shopify store to do so, and can execute support actions such as refunds, returns, order cancellations and discount codes. Actions run automatically only within the rules you configure; everything else is queued for your explicit approval. You can pause the agent on any conversation and reply yourself at any time.

Your account and responsibilities

  • You need an active Shopify store and the authority to accept these terms for it.
  • You are responsible for the rules you configure, the approvals you grant, and reviewing the agent's work where your business or local law requires human oversight.
  • You are responsible for the accuracy of your store content (policies, product data, knowledge documents) that Mend answers from, and for presenting shoppers with any notices your jurisdiction requires about automated support.
  • You will not use Mend for unlawful, deceptive or abusive purposes, or attempt to probe or disrupt the service.

AI output

Mend's replies are generated by AI. We design the agent to verify claims against real order data and to stay within your rules, but automated replies can be imperfect or incomplete. Except for actions you explicitly approved, you remain responsible for decisions made in your store, and you should configure approval rules to match your risk tolerance.

Fees and billing

Mend is billed through Shopify's app billing on the plan you select, with the included monthly usage shown on the plan picker and in Settings. Fees are charged by Shopify to your Shopify invoice. When a subscription ends or lapses, paid features stop and new shopper conversations may be declined. Fees already paid are non-refundable except where required by law or Shopify's policies.

Data

Our Privacy Policy describes what we process; the Data Processing terms apply to shopper personal data we process on your behalf.

Intellectual property

We own the service and everything in it except your store's content and your shoppers' data, which remain yours. You grant us the rights needed to operate the service for you, and nothing more.

Availability, suspension and termination

The service is provided "as is" without warranties of any kind, and we do not guarantee uninterrupted availability. You can stop using Mend at any time by uninstalling it from your store; data deletion then follows Shopify's redaction process described in the Privacy Policy. We may suspend or terminate service for abuse, non-payment or material breach of these terms.

Limitation of liability

To the maximum extent permitted by law, neither party is liable for indirect, incidental or consequential damages, and our total aggregate liability under these terms is limited to the fees you paid for Mend in the twelve months before the claim arose.

Changes

We may update these terms as the product evolves; the date above reflects the latest revision. If a change materially reduces your rights, we will notify you in the dashboard before it takes effect. Continued use after a change means acceptance. Questions: support@mend.so.