Legal Document
Terms of Service
for Merchants
Welcome to Syncnity, a Shopify application that provides an online review collection and marketing solution (the "Application" and "Reviews") for merchants who use the Shopify platform to operate their e-commerce stores (the "Merchants" and "Websites"). The Application is owned and operated by Syncnity (a trade name of Syncnity Team, Proprietor) ("Syncnity", "we", "us", "our").
In a Nutshell
Key points only — for your convenience. These do not substitute the full Terms below.
Agreement
Please carefully read the following Terms of Service (the "Terms"). By accessing, installing or using the Application, you agree to be bound by these Terms, our Privacy Policy, our Acceptable Use Policy, and our Data Processing Addendum. If you do not agree, you may not use the Application.
Who May Use the Application?
You may only install and use the Application if you are a legal corporation or an individual over the age of 18 with full legal capacity. If you are entering these Terms on behalf of a company or other legal entity, you represent that you are duly authorised to do so on behalf of that entity, and that you or the Merchant are the owners of the Website in connection with which you are using the Application (you and the Merchant will be collectively referred to as "you" or "your").
Use of the Application
Subject to these Terms, you may install and use the Application exclusively for your reasonable business needs and strictly in accordance with our Acceptable Use Policy, which is incorporated herein by reference. We reserve the right to limit or disable your use of any feature of the Application, temporarily or permanently, if your use exceeds reasonable limits or burdens the provision of the Application to others.
To use the Application, you must sign in to your Shopify account, install the Syncnity Application through the Shopify App Store, and choose a subscription plan for your Website ("Your Subscription").
Your use of your Shopify account and store is governed by Shopify's own terms of service, not by these Terms. You bear sole and exclusive responsibility for complying with Shopify's terms. You are solely responsible and liable for all activities performed in or through the Application using your Shopify account and Your Subscription.
Fees and Billing
Plans and Pricing
We may offer the Application (or certain features) on a free-of-charge basis, which may be time-limited or feature-limited. Beyond this, the Application is offered subject to your payment of applicable fees (the "Fees"), in accordance with the subscription packages and amounts presented to you upon subscribing or at a later time ("Plans").
| Plan | What's Included | Billing |
|---|---|---|
| Free | Up to 25 review requests per month, basic widget | No charge |
| Beginner | Expanded request limits, review widgets, email customisation | Monthly / Annual |
| Scale | Photo & video reviews, advanced widgets, review incentives, priority support | Monthly / Annual |
| Convert | Unlimited requests, dedicated success management, all features | Monthly / Annual |
Billing
All Fees are quoted in US Dollars unless expressly stated otherwise. Fees are billed through Shopify's billing system. By subscribing and choosing your Plan, you consent to being charged the applicable Fees, plus any applicable taxes and charges. All amounts are exclusive of GST, VAT, withholding tax, or other governmental charges. You are responsible for all applicable taxes.
You must keep your billing information current, complete, and accurate, and notify us promptly of any changes.
Non-Refundable Fees
All Fees paid are non-refundable. You are responsible for paying all applicable Fees whether or not you actually used or otherwise benefited from the Application during the billing period. Please review our Refund & Cancellation Policy for our limited goodwill refund exception for first-time new subscribers.
Plan Changes & Price Updates
- Upgrades take effect immediately and are prorated for the remainder of the current billing cycle.
- Downgrades take effect at the end of the current billing cycle. No refund is issued for the price difference.
- Price changes are notified at least 30 days in advance and take effect from your next renewal date.
- We may transform a free feature into a fee-based service and will seek your consent. If you do not consent, we may terminate Your Subscription.
Termination and Suspension
Termination by You
You may terminate these Terms at any time by uninstalling the Application from your Shopify account. Termination takes effect at the end of your current billing period. No refund is issued for any remaining days in the billing cycle.
Termination or Suspension by Us
In addition to any other remedies available under applicable law or these Terms, if we believe that you have misused the Application, provided false or fraudulent Content, or otherwise breached these Terms, we may — in our sole discretion — limit, suspend, or terminate your access to the Application and take technical and legal measures to prevent further use.
We will provide 7 days' written notice before terminating for non-material breaches. For serious violations (including fraud, fake reviews, or repeated Acceptable Use Policy breaches), we may terminate immediately without notice.
Effects of Termination
Upon termination, you must discontinue all use of the Application. You will no longer be able to access your Reviews or Content through the Application. We recommend exporting your Reviews and Content before termination.
Termination does not prevent our continued use of Content you provided prior to termination for promotional purposes, in accordance with the licence you granted us in these Terms.
The following provisions survive termination:
See our Privacy Policy for details on retention and deletion of your personal information following termination.
Content and Reviews
When you use the Application to enable users to post Reviews on your Website, the Application will process such Reviews in textual, code, script, audio or visual form (or any combination thereof; collectively, the "Content") that you or your users make available through the Application. Content may include your trademarks and other store assets.
Ownership and Licence
We do not claim ownership over your Content. By using the Application to post Reviews or upload Content, you grant us a perpetual, royalty-free, worldwide, non-exclusive, sub-licensable and transferrable licence to use, display, copy, modify, distribute, post, and make derivative works from such Content — on or through the Application and on any other online or offline platform — for the sole purposes of:
- Providing and operating the Application and your Website
- Our promotional and marketing purposes (including displaying your store name and logo)
You further waive any claims against Syncnity relating to intellectual property rights, including moral rights and rights of attribution, with respect to Content used for these purposes.
Your Warranties Regarding Content
When you upload Content or approve users' Content for upload, you represent and warrant that:
- The Content consists of authentic reviews from genuine users of your product and is not false, fabricated, or AI-generated.
- Where you manually mark a review as "Verified Purchase", you have used reasonable and proportionate methods to verify it is based on an actual customer purchase or experience.
- Where you mark an imported review as "verified", you have taken reasonable steps to confirm it is based on a verified purchase.
- You are the rightful owner of all rights to the Content, or are lawfully licensed to upload it.
- You have lawfully obtained the consent of all individuals depicted or referred to in the Content, including appropriate parental or guardian consent for any minors.
- Uploading the Content does not infringe any third-party rights, including intellectual property, privacy, or publicity rights.
- You have obtained the appropriate legal basis (such as consent) for contacting users and providing their details to us for the purpose of sending review request emails.
Review Incentives
If you choose to offer customers a discount or reward in exchange for submitting a review, you must comply with our Acceptable Use Policy. Syncnity disclaims all warranties and representations for sponsored or incentivised review offerings operated through the Application.
Your Responsibilities
You represent and warrant that:
- You are solely responsible for all customer service, order fulfilment, product returns, and payment of taxes associated with any product related to the Content.
- You will obtain all permissions and authorisations required by applicable law before transferring your users' personal information to Syncnity for the purpose of providing the Application's functionality, including the sending of review request emails.
Feedback
We welcome your feedback about the Application. We may use any feedback you provide without restriction and without any non-disclosure or non-use obligation on our part.
Content Moderation
We reserve the right — but are not obligated — to review Content submitted to the Application for compliance with these Terms and our Acceptable Use Policy. If we determine that Content is fraudulent or violates these Terms, we may remove it with or without notice, and may suspend or terminate your account. In such cases, where termination is due to our moderation decision and not your breach, you may be entitled to a pro-rated refund of prepaid Fees.
Fraud Prevention & Review Removal
You may only upload Content that is authentic and originates from genuine users of your products. You may not upload false, misleading, fabricated, or AI-generated information. Syncnity may terminate your account immediately if fraud is detected, and may report violations to Shopify or relevant authorities.
Syncnity is committed to ensuring reviews on our platform are genuine, constructive, and compliant with applicable regulations including Google Shopping policies, the EU Omnibus Directive, and FTC guidelines. The provisions below maintain transparency, fairness, and authentic consumer feedback.
A. Merchant Review Import Reversion (7-Day Window)
Merchants who have recently imported reviews may request an undo of an import within 7 days of the import date. This window exists only to:
- Correct duplicate reviews accidentally imported multiple times
- Verify that reviews are connected to the correct products
Example
A merchant imports 100 reviews from a previous platform. They discover 10 were duplicated and attached to the wrong product. They may request an undo within 7 days of the import to correct this error.
What Is Strictly Prohibited
Beyond the 7-day import correction window, the following actions are strictly prohibited and may result in immediate account termination:
- Deleting, hiding, or delaying publication of negative reviews
- Contacting reviewers during moderation to incentivise them to change or withdraw negative reviews
- Selectively sending review requests based on expected review sentiment
- Artificially weighting review offerings for or against potential reviewers who provide critical feedback
- Misrepresenting the distribution of consumer reviews to mislead potential customers
Syncnity will not delete reviews solely because they contain critical or negative feedback.
B. Permissible Review Deletion — Exceptional Cases Only
Beyond the 7-day import window, Syncnity will only permit deletion of reviews in the following exceptional circumstances where the review:
- Contains material that is illegal, obscene, threatening, defamatory, racially or ethnically insensitive, or harassing
- Contains pornography or material harmful to a minor
- Infringes the intellectual property, privacy rights, moral or contractual rights of any third party
- Contains or distributes software viruses, worms, Trojan horses, or other harmful code
- Violates applicable spam or mass-mailing laws
Examples of Reviews Eligible for Deletion:
Spam / External Links
"Great shoes, but check out [WEBSITE LINK] for better deals!" — promotional links to unrelated websites.
Multiple Submissions / Bot Reviews
A single user or bot repeatedly posts "Great product!" on the same product page.
Irrelevant Promotions
"Best blender I've used, but for car repairs go to [BUSINESS ADDRESS]" — promoting unrelated services.
Affiliate / Discount Codes
"Use code MAKEUP20 at [WEBSITE LINK]" — unrelated discount codes or affiliate links.
Gibberish
"asdkjhaskdjh123!!!" — incoherent or nonsensical text with no meaningful content.
Off-Topic / Wrong Product
A review for shoes left on a kitchen appliance product page.
Personal Information
A reviewer accidentally includes their home address or phone number in the review text.
C. Review Deletion Procedure
Submit a Request
Contact Syncnity Support at [email protected] with the review details and reason for requesting deletion.
Verification
Syncnity will review the request and verify whether the deletion criteria are met.
Action
If the criteria are met, Syncnity will delete the review within 30 days of the request submission.
Appeals
Merchants and end-users may appeal a deletion decision within 30 days of receiving notice. All appeals are reviewed within 10 business days. Decisions on appeals are final.
DMCA — Copyright Infringement
Requests to remove Content due to copyright infringement must follow our Copyright Policy. If you believe Content published through the Application infringes your copyright, contact us at [email protected]. Syncnity will process valid takedown notices and maintains a policy of terminating accounts of repeat infringers.
Your and Your Users' Privacy
We respect your privacy and the privacy of your users. Our Privacy Policy for Merchants, Privacy Policy for End Users, and Data Processing Addendum are incorporated into these Terms by reference and explain our privacy and data processing practices in full.
Please note: Syncnity does not provide any data back-up services. We recommend regularly exporting your reviews and data.
Intellectual Property
Except for your Content, Syncnity and its licensors own all rights, title, and interest in and to the Application, including all patents, copyrights, trademarks, trade names, service marks, trade secrets, and other intellectual property rights, and all goodwill associated with them.
Unless expressly permitted in these Terms, you may not:
- Copy, distribute, display, or publicly perform the Application or any part of it
- Decompile, disassemble, or reverse engineer the Application
- Sublicense, sell, rent, or lend the Application to any third party
- Modify, translate, or create derivative works from the Application
- Use any Syncnity name, mark, or logo in any domain name, trade name, or in any way that may dilute or tarnish our goodwill
You agree that Syncnity may display your store name and logo on Syncnity's website and in marketing materials to indicate that you use the Application.
Changes to the Application
We may — but are not obligated to — maintain the Application with periodic updates or upgrades. We determine the frequency and scope of such updates at our sole discretion. You have no claim against us for any updates or the lack thereof.
We may, at any time, change, suspend, or discontinue any feature of the Application — temporarily or permanently — without prior notice and without liability to you.
Support and Availability
The availability, quality, and functionality of the Application depends on various factors, including software, hardware, and communication networks provided by third parties. These factors are not fault-free.
During Your Subscription, we will provide technical support for questions and problems regarding the Application during our business days and hours. We will attempt to respond to technical enquiries within a reasonable time. We make no warranties as to specific response times or successful resolution.
For security vulnerability reports, contact [email protected]. Security vulnerabilities are acknowledged within 24 hours.
Disclaimer of Warranty
Limitation of Liability
Indemnification
To the maximum extent permitted by law, you agree to indemnify, defend, and hold harmless Syncnity and its officers, directors, employees, agents, and advisors — at your own expense and immediately upon written notice — from and against any damages, losses, costs, and expenses (including legal fees) arising from or in connection with:
- Your use of, or inability to use, the Application
- Your Content or your Website
- Your breach of these Terms or our Acceptable Use Policy
- Your fraudulent or deceptive acts
- Your breach of any applicable law or regulation
- Any claim by your customers in connection with your products, order fulfilment, or refunds
Changes to These Terms
We may amend these Terms from time to time. We will notify you in advance of any material changes. Your continued use of the Application after the effective date of the amended Terms constitutes your consent to the new Terms. The latest version will always be accessible at syncnity.com/legal/terms-of-service.
If you do not accept the amended Terms, you may terminate Your Subscription as described in the Termination section.
Governing Law & Dispute Resolution
Regardless of your place of residence or where you access the Application from, these Terms are exclusively governed by and construed in accordance with the laws of India, excluding any conflict of law rules that would result in the application of another jurisdiction's laws.
| Step | Mechanism | Timeline |
|---|---|---|
| Step 1 | Good-faith negotiation between the parties | 30 days from written notice of dispute |
| Step 2 | Mediation under the Mediation Act, 2023 (India) | If negotiation fails |
| Step 3 | Binding arbitration under the Arbitration and Conciliation Act, 1996, seated in Chennai, India | If mediation fails |
Either party may seek urgent injunctive or interim relief from a competent court at any time, without this being deemed a waiver of the arbitration agreement. Notwithstanding the above, we may also pursue claims against you in any court adjudicating a third-party claim against us.
General
- Entire Agreement. These Terms, together with our Privacy Policy, Acceptable Use Policy, Data Processing Addendum, and Refund Policy, constitute the entire agreement between you and Syncnity concerning the subject matter herein, and supersede all prior agreements and representations.
- Waiver. Failure by Syncnity to demand performance of any provision shall not constitute a waiver of any right under these Terms.
- Severability. If any provision is held illegal, invalid, or unenforceable, it shall be performed to the maximum extent permitted by law, and the remaining provisions remain in full force and effect.
- Assignment. You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign these Terms in their entirety — including upon merger, acquisition, or sale of assets — upon notice to you and without your further consent.
- No Agency. Nothing in these Terms creates any partnership, joint venture, agency, franchise, or employment relationship between you and Syncnity.
- Headings. Section headings are for convenience only and do not affect interpretation.
Contact Us
At any time, you may contact us with any questions about the Application or these Terms.