Terms of service

Last updated 24 October 2026

These terms apply to the Counter Chat app for Shopify, provided by Tomas Pocak s.p., Ledavsko naselje 16, 9000 Murska Sobota, Slovenia. By installing the app you agree to them.

The service

Counter Chat adds a chat to your Shopify store where an AI assistant answers shoppers using your store's data and the information you add, and where you and your team can reply. Features may change as we improve the app; we will not remove a core feature you pay for without notice.

Plans and billing

Paid plans are billed monthly through Shopify. Each plan includes a number of conversations per month. We never move you to a higher plan automatically: when you reach your limit, new conversations pause until the next month or until you choose a bigger plan. You can change or cancel your plan at any time in the app; Shopify handles refunds and proration under its billing rules.

AI answers

The assistant is instructed to answer only from your store's data and the content you provide, and to hand over to a person when unsure. AI can still make mistakes. You are responsible for the information you add, for reviewing how the assistant answers (for example in the Playground) and for replies your team sends.

Acceptable use

Don't use the app for unlawful purposes, to send spam, to mislead shoppers or to collect data you are not allowed to collect. You must have a lawful basis and a privacy notice for the shopper data processed through your store, as described in our privacy policy.

Your data

You own your store data and conversations. You can export conversations at any time. When you uninstall the app, your data is deleted as described in the privacy policy.

Liability

The app is provided as is. To the extent permitted by law, our total liability is limited to the fees you paid for the app in the 12 months before the claim, and we are not liable for indirect losses such as lost profits. Nothing limits liability that cannot be limited by law.

Ending

You can stop using the app at any time by uninstalling it. We may suspend accounts that seriously breach these terms.

Law

These terms are governed by the law of Slovenia. Consumer protection rules of your country still apply where mandatory.

Contact

Questions? Use the support page.