Terms of Service

Agreement

These Terms of Service ("Terms") govern your access to and use of the help1 website at www.help1.io, the help1 Shopify app, and any chat sessions with help1 experts (together, the "Service"). By installing the app, creating an account, purchasing a session, or otherwise using the Service, you agree to these Terms. If you do not agree, do not use the Service.

What help1 Provides

help1 offers two things:

• A free Shopify app that scans your store, calculates a health score, surfaces issues, and offers one-click fixes that you can apply at your discretion.
• Paid expert chat sessions ($39 per session, up to 60 minutes) with a vetted Shopify expert who provides technical guidance and troubleshooting help. A free 15-minute session is available once per merchant.

help1 provides advice, guidance, and diagnostic information. help1 does not provide development services, guaranteed fixes, or any uptime, revenue, or performance guarantees for your Shopify store.

Your Account

• You must be at least 18 years old and legally able to enter into a contract.
• You must own or be authorized to manage the Shopify store you connect to the Service.
• You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.
• Notify us at hello@help1.io if you believe your account has been compromised.

Payments

• Paid sessions are billed at $39 USD per session, charged at the time of purchase.
• Payments are processed by Paddle.com Market Limited, our Merchant of Record. Paddle handles billing, sales tax and VAT collection, invoicing, and PCI-compliant card processing. Your purchase is also subject to Paddle's buyer terms.
• Prices are shown exclusive of applicable taxes unless stated otherwise. Paddle calculates and adds taxes at checkout based on your billing location.
• We may change pricing for future sessions at any time. Price changes do not affect sessions already purchased.

Refunds

• Before a session begins: full refund, no questions asked.
• Agent no-show or wait longer than 10 minutes: full refund.
• Session completed but issue not resolved: we review case by case and may issue a partial or full refund at our discretion.
• Session completed and issue resolved: no refund.

Refund requests should be sent to hello@help1.io. Approved refunds are processed through Paddle and typically arrive within 5 to 10 business days.

Acceptable Use

When using the Service, you agree not to:

• Use the Service for anything other than Shopify store troubleshooting and guidance.
• Abuse, harass, threaten, or use discriminatory language toward our experts or staff.
• Request or share personal contact details of an expert in order to hire them outside the platform.
• Solicit help1 experts for work outside of the Service.
• Reverse engineer, scrape, or attempt to gain unauthorized access to the Service.
• Use the Service to violate any law or any third party's rights, including Shopify's terms.
• Upload malware, illegal content, or content you do not have the right to share.

Quick Fixes and Changes to Your Store

The help1 app can apply "quick fixes" to your Shopify store using write permissions you grant during installation. The app always shows you the proposed change and requires your explicit confirmation before any modification is made. You are solely responsible for reviewing and approving each change. We recommend keeping a recent theme backup before applying any change.

Intellectual Property

• The help1 app, website, knowledge base, branding, and all related content are owned by help1 and protected by copyright, trademark, and other laws.
• You retain all rights in your Shopify store data. You grant help1 a limited license to access and process that data solely to operate the Service.
• Chat transcripts may be retained and used by help1 in anonymized form for quality assurance, expert training, and improving the Service. You may request and download your own transcripts at any time.
• Diagnostic reports generated by the app are yours to keep, share, and act on.

Disclaimers

The Service is provided on an "as is" and "as available" basis. To the fullest extent permitted by law, help1 disclaims all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or that any specific issue can be resolved. Advice and guidance provided through the Service are based on information available at the time and are not a substitute for professional legal, accounting, or tax advice.

Limitation of Liability

To the fullest extent permitted by law:

• help1 is not liable for any indirect, incidental, special, consequential, or punitive damages, including lost revenue, lost profits, lost data, or business interruption, arising from your use of the Service.
• Our total aggregate liability for any claim arising out of a paid session is limited to the amount you paid for that session. Our total aggregate liability for any claim arising out of free use of the Service is limited to $39 USD.
• You implement any changes to your store at your own risk. help1 is not liable for any damage, loss, or downtime resulting from changes you choose to apply based on advice, scan results, or one-click fixes.

Indemnification

You agree to defend, indemnify, and hold harmless help1 and its team from any claim, damages, or expenses (including reasonable legal fees) arising out of your use of the Service, your violation of these Terms, or your violation of any law or third-party right.

Suspension and Termination

• You may stop using the Service and delete your account at any time. Uninstalling the Shopify app triggers data deletion as described in our Privacy Policy.
• We may suspend or terminate your access if you violate these Terms, abuse our experts, or use the Service in a way that creates risk or legal exposure for help1 or its users.
• Sections that by their nature should survive termination (intellectual property, disclaimers, limitation of liability, indemnification, governing law) will continue to apply.

Changes to These Terms

We may update these Terms from time to time. If we make material changes, we will update the "Last updated" date and, where appropriate, notify you by email or in the app. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

Governing Law

These Terms are governed by the laws of the jurisdiction in which help1 is established, without regard to conflict-of-law principles. Disputes that cannot be resolved through good-faith discussion will be brought exclusively before the competent courts in that jurisdiction, except where applicable consumer protection law gives you a non-waivable right to bring a claim in your country of residence.

Contact

Questions about these Terms? Email hello@help1.io.