1. Agreement
These Terms of Service (“Terms”) form an agreement between Agence OneUp, operator of OneUp Returns (“OneUp,” “we,” “us,” or “our”), and the merchant or organization accepting them (“Merchant,” “you,” or “your”). By installing, accessing or using OneUp Returns, you agree to these Terms and our Privacy Policy.
2. The service
OneUp Returns provides software for managing customer return requests, return policies, routing, evidence, tracking, inspections, notifications and refund workflows in connection with a Shopify store. Features may vary by plan and may evolve over time.
3. Eligibility and accounts
You must have authority to act for the Shopify merchant that installs the application. You are responsible for maintaining appropriate access to your Shopify account, ensuring authorized users act lawfully, and promptly notifying us of suspected unauthorized access.
4. Merchant responsibilities
You are responsible for your return policy, customer promises, legal disclosures, return addresses, routing rules, approval decisions, taxes, refunds, merchandise, customer communications and compliance with consumer-protection and other applicable laws. OneUp does not determine whether a merchant must accept a return or issue a refund.
Refunds must be processed through Shopify or the original payment provider. When OneUp offers a manual refund-recording option, it records the disposition of a refund already completed through the original payment channel; it does not process an off-platform refund.
5. Acceptable use
You may not use the service to violate law or third-party rights; process data without authority; distribute malware; attempt unauthorized access; interfere with service integrity; reverse engineer protected components; evade limits; or use the service for deceptive, abusive or fraudulent conduct.
6. Customer information
You instruct OneUp to process customer and order information as necessary to provide the service. You represent that you have provided required notices and have a lawful basis for those instructions. Each party will meet its respective privacy and security obligations. Our handling of information is described in the Privacy Policy.
7. Fees and billing
The current Early Access plan is free, with no subscription fee or usage charge. If we introduce paid plans, we will give participating merchants advance notice and clearly disclose the price, limits and billing terms. Any app charge will be presented and accepted through Shopify’s approved billing system before billing begins. Charges will not apply retroactively.
8. Early Access
Early Access is a limited-availability program intended to validate the service with participating merchants. Features may change, and we may limit new enrolment or end the program with reasonable notice. Merchants should not rely on Early Access for workflows that require a guaranteed service level. Privacy, security and confidentiality obligations continue to apply during Early Access.
9. Third-party services
The service interoperates with Shopify and other providers. Their services are governed by their own terms, and their availability or changes may affect OneUp Returns. We are not responsible for third-party services outside our reasonable control.
10. Intellectual property
OneUp and its licensors retain all rights in the service, website, software, designs and documentation. We grant you a limited, non-exclusive, non-transferable right to use the service during your subscription for your internal business operations. You retain rights in your merchant content and data.
11. Availability and changes
We aim to operate a reliable service but do not guarantee uninterrupted availability. We may perform maintenance, address security risks, modify features or discontinue parts of the service. When practical, we will provide reasonable notice of material changes.
12. Suspension and termination
You may stop using the service by uninstalling it and paying outstanding amounts. We may suspend or terminate access for material breach, non-payment, security risk, unlawful use or when required by Shopify or law. Sections that by their nature should survive termination will remain effective.
13. Disclaimers
To the extent permitted by law, the service is provided “as is” and “as available.” We disclaim implied warranties of merchantability, fitness for a particular purpose and non-infringement. OneUp does not provide legal, tax or accounting advice and does not guarantee a particular return, refund or business outcome.
14. Limitation of liability
To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, exemplary or punitive damages, or lost profits, revenues, goodwill or data. OneUp’s aggregate liability arising from the service will not exceed the amounts paid by the Merchant to OneUp during the twelve months before the event giving rise to liability. These limitations do not apply where prohibited by law.
15. Indemnity
You will defend and indemnify OneUp against third-party claims arising from your return policies, products, merchant content, unlawful instructions, breach of these Terms or violation of third-party rights, except to the extent caused by OneUp.
16. Governing law
These Terms are governed by the laws of Québec and the federal laws of Canada applicable there, without regard to conflict-of-law principles. The courts located in Montréal, Québec will have exclusive jurisdiction, unless applicable law requires otherwise.
17. General
These Terms, the Privacy Policy and any applicable order form constitute the agreement concerning the service. You may not assign the agreement without our consent, except as part of a bona fide business transfer. If a provision is unenforceable, the remaining provisions continue in effect. Failure to enforce a provision is not a waiver.
18. Contact
Questions about these Terms may be sent to admin@agenceoneup.com.