Last updated: June 29, 2026
These Terms of Service ("Terms") govern your access to and use of the Loom Labs AI Shopify app, storefront chat widget, and merchant dashboard (collectively, the "Service"), operated by Loom Labs AI, LLC ("Loom Labs," "we," "us"). By installing or using the Service, you agree to these Terms on behalf of yourself and the store you represent.
Loom Labs is an AI-powered customer support and intelligence layer for Shopify stores: a storefront chat widget, automatic conversation classification, configurable "AI Cards," and a merchant dashboard with analytics, recommendations, and a daily brief.
The Service is available to merchants with an active Shopify store who install it via the Shopify App Store. You're responsible for the accuracy of the information your store provides and for restricting access to your Shopify admin to authorized staff.
Paid plans are billed through the Shopify Billing API in your store's currency, per the pricing shown in-app and on our pricing page. Plan changes, upgrades, downgrades, and any free trial terms are presented at the time of purchase inside Shopify. Usage beyond your plan's quota is handled gracefully (limited or queued) rather than billed unexpectedly. Refunds and disputes are handled per Shopify's billing policies.
You agree not to: use the Service to violate any law or Shopify's Acceptable Use Policy; attempt to bypass plan limits, rate limits, or access controls; reverse-engineer or resell the Service without authorization; or use the chat widget to collect sensitive personal data (e.g. health, financial account numbers) beyond what's needed to answer a support query.
Chat replies, classifications, AI Cards, and recommendations are generated by third-party AI models and may occasionally be inaccurate or incomplete. The Service is a support and intelligence tool, not a substitute for your own judgment on refunds, legal, medical, or safety-related matters. You're responsible for reviewing AI output where the stakes of an incorrect answer are meaningful to your business or your customers.
You retain ownership of your store's data. We process it as described in our Privacy Policy solely to provide the Service. We retain no rights to use your data for purposes unrelated to operating, securing, and improving the Service for you.
The Service depends on Shopify (the commerce platform) and AI providers including OpenAI and Google Gemini, accessed through our internal AI Gateway. We are not responsible for outages or changes in these third-party services, though the Gateway is designed to fail over between providers to minimize disruption.
Loom Labs and its logo, the Service's software, and its documentation are our property or that of our licensors. We grant you a limited, non-exclusive, non-transferable license to use the Service while your subscription is active.
You may uninstall the app at any time from your Shopify admin, which triggers data redaction per our Privacy Policy. We may suspend or terminate access for breach of these Terms, non-payment, or to comply with Shopify or legal requirements, with notice where practical.
The Service is provided "as is" without warranties of any kind, express or implied. To the maximum extent permitted by law, Loom Labs is not liable for indirect, incidental, or consequential damages, or for lost profits or data, arising from your use of the Service. Our total liability for any claim is limited to the amount you paid us in the twelve months preceding the claim.
These Terms are governed by the laws of the jurisdiction in which Loom Labs AI, LLC is incorporated, without regard to conflict-of-law principles, except where local consumer protection law requires otherwise.
We may update these Terms as the Service evolves. We'll update the date above when we do; continued use after a change constitutes acceptance of the revised Terms.
Questions about these Terms can be sent to legal@loomlabs.ai.