Terms of service

These terms govern your use of CommerceReply, a service operated by Octopods Software Systems Limited (“Octopods”, “we”, “us”), a company incorporated in the Republic of Ireland.

By creating an account or using CommerceReply, you (“you”, the customer) agree to these terms. If you use it for an organisation, you confirm you may bind that organisation.

CommerceReply connects your TikTok Shop with your Intercom workspace. Buyer messages to your shop arrive in Intercom as conversations, and replies your team sends from Intercom go back to the buyer as your shop.

It needs an active TikTok Shop and an active Intercom workspace. Your use of those platforms is governed by their own terms. Features listed on our roadmap as next or later are plans, not commitments, and have no promised dates.

• Give accurate information, and keep it up to date.
• Keep your sign-in details secure. You are responsible for activity under your account.
• You must be at least 18, or the age of majority where you are.

You connect each shop on TikTok's own authorisation screen and link Intercom through Intercom's own authorisation. By doing so, you allow us to access and process data from those accounts as needed to provide the features you use, and you confirm you have the authority to grant that access.

Revoking an authorisation stops the service for that shop or workspace.

TikTok and Intercom can change their APIs, rules, permissions and limits at any time. We work inside their rules and check on a schedule, but we do not control them and are not responsible for their outages, changes or decisions.

Messages to buyers follow TikTok's rules, including no links and limits on size and type, and TikTok may reject a message that breaks them.

You are responsible for what your team sends to buyers, and for following TikTok's rules on contacting buyers and on message content. CommerceReply does not message buyers on its own.

If you switch on a feature that acts in your TikTok Shop for you, such as approving a refund when that feature becomes available, it acts within the limits you set. You are responsible for those limits, for the people and systems you allow to act, and for which actions you switch on.

Fin and the rest of Intercom are Intercom's products. We do not control how they behave, and Intercom bills for them separately, including any charge for conversations Fin resolves.

• Plans, what they include and their prices are on our pricing page. Every plan starts with a trial.
• Plans are billed in advance, monthly or yearly. Orders over your plan's limit are charged at your plan's overage rate.
• Subscriptions renew at the end of each billing period unless you cancel. You can cancel at any time, effective at the end of the period.
• Fees are non-refundable, except where the law requires otherwise or we decide to make an exception.
• We give 30 days' notice of price changes, which apply from your next renewal.

You agree not to:

• use the service for anything unlawful, or to send spam or harmful content to buyers;
• reverse engineer, disrupt or overload the service, or get around its limits or access controls;
• resell or provide the service to others without our agreement;
• access the service by automated means except through our published API.

If your plan includes API access, keep your keys confidential. You are responsible for everything done with them. We may apply rate limits, and may revoke a key that is misused.

You keep all rights to your data. We process it only to provide the service and as described in our privacy policy. Our data processing agreement forms part of these terms.

We do not guarantee any particular result, including response times to buyers, how TikTok measures or rates your shop, or the timing of anything that depends on TikTok, Intercom or a payment provider.

CommerceReply is not affiliated with or endorsed by TikTok or Intercom. TikTok Shop is a trademark of its owner. Intercom and Fin are trademarks of Intercom.

CommerceReply, including its software, design and documentation, belongs to Octopods Software Systems Limited. You get a limited, non-exclusive, non-transferable right to use it for your business while your subscription is active. If you send us feedback, we may use it without obligation.

We work to keep the service available but cannot promise it will be uninterrupted. We tell you about planned maintenance when we can. We may change features; for changes that reduce what you rely on, we give reasonable notice.

To the extent the law allows, the service is provided “as is” and “as available”, without warranties of any kind, including fitness for a particular purpose.

To the extent the law allows, we are not liable for indirect or consequential losses, or for lost profits, revenue or data. Our total liability for any claim is limited to the fees you paid us in the twelve months before the claim.

You agree to cover our reasonable costs from claims caused by your breach of these terms, your messages to buyers, or the data you process through the service.

You can stop using the service and close your account at any time.

We may suspend the service, or the ability to act in your accounts, if we reasonably suspect misuse, if fees are unpaid, or if continuing would harm the service or others. We will tell you why.

We will tell you about material changes at least 30 days before they apply. Using the service after that means you accept them.

These terms are governed by the laws of the Republic of Ireland, and the courts of Ireland have exclusive jurisdiction.

These terms, the privacy policy and the data processing agreement are the whole agreement between us about the service. If part of them cannot be enforced, the rest still applies. Not enforcing a term is not a waiver of it. You may not assign these terms without our consent. We send notices to your account email; send yours to team@commercereply.com.