Terms of Service

Last updated: October 7, 2026

Return Wise is operated by BrightLayer Lab LLC, a Virginia LLC ("BrightLayer Lab," "Return Wise," "we," "us," "our"). References to "Return Wise" and "the App" throughout these Terms refer to the software service operated by BrightLayer Lab LLC.

1. Acceptance of Terms

By installing, accessing, or using the Return Wise application ("the App"), you ("Merchant," "you") agree to be bound by these Terms of Service ("Terms"). If you do not agree, do not install or use the App.

2. Description of Service

Return Wise is a Shopify application for managing product returns. Its features fall into these categories:

• Customer return flows: a return portal on your storefront and (where you enable it) in the customer's Shopify account, in the languages you enable, with optional photo upload
• Merchant admin: a dashboard and return queue, guided setup, returns your staff create, and optional staff roles and manager approvals
• Return rules and policies: rules, presets, return windows, product exclusions, and return fees you configure, with an optional AI assistant that drafts suggested settings from your return policy (Section 9)
• Refunds, store credit, and exchanges: native Shopify store credit (with optional bonus credit), original-payment refunds, exchanges, and options that pay out or ship before the item is received (Section 6)
• Shipping and tracking: return labels (through a provider you connect, or your own), carrier tracking, and optional inventory restock
• Abuse prevention: return thresholds, a risk score, flags, and customer blocks you configure (Section 7)
• Notifications and integrations: customer and merchant emails, optional outbound webhooks, and an integration with Shopify's Sidekick assistant
• Insights and records: return analytics, optional AI review of return reasons and photos (Section 9), an audit trail, and data export

Feature availability depends on your plan; the in-app billing page lists what each plan includes. The in-app Help center and the App describe how each feature works.

3. Eligibility

The App is available to Shopify merchants with an active Shopify store. You must have the authority to bind your business to these Terms. You use the App for your business and not as a consumer.

Geographic limitation. The App is not currently offered to merchants established in Brazil, nor for processing the personal data of customers located in Brazil. Until Return Wise implements an international-transfer mechanism recognized under the Brazilian Lei Geral de Proteção de Dados (LGPD), you must not install or use the App if your store is established in Brazil or primarily serves customers located in Brazil.

The App is also not yet offered to merchants established in the European Economic Area (the EU member states plus Iceland, Liechtenstein, and Norway), the United Kingdom, or Switzerland, because the additional international data-transfer documentation for merchants established in those jurisdictions is not yet complete. Until it is, you must not install or use the App if your store is established in one of those jurisdictions. Unlike the Brazil limitation, this limitation applies at the store level only: it does not prevent a merchant established elsewhere from processing returns for its own customers located in those jurisdictions, and the commitments in our Data Processing Agreement — including its Chapter V transfer safeguards — continue to apply to any such processing. To be notified when availability opens, contact support@returnwise.app.

The App also checks for these limitations wherever it can (for example, when your staff open the App or a customer starts a return), using the country Shopify reports: your store's billing country for both limitations, and the order's shipping country for the Brazil limitation. These checks support your obligations above; they do not replace them. If Shopify can't report a country at that moment, the App does not block.

You are responsible for all activity under your account and, as if they were your own, for the acts and omissions of anyone you give access to the App. You are also responsible for making sure they are authorized and for managing their access.

4. Merchant Responsibilities

4.1 Legal Compliance

You are responsible for:

• Ensuring your return policies comply with all applicable consumer protection laws in the jurisdictions where you sell (including but not limited to the EU Consumer Rights Directive, UK Consumer Contracts Regulations, and Australian Consumer Law)
• Choosing which products can't be returned through the App (for example, by tagging them final sale). The App treats them — and, depending on your settings, discounted items and items outside your return window — as not returnable in its self-service flows, whatever the customer's reason, faulty items included. The App does not decide whether the law entitles a customer to a remedy (for example, for faulty goods); where it does, you are responsible for providing it, for example by having your staff create the return in the App or by handling it in Shopify
• Where you enable return fees (such as restocking or return-shipping deductions), clearly disclosing them to customers before they submit a return and ensuring they are lawful where you sell; the App applies the fees you configure, and you are solely responsible for whether and how they may lawfully be charged. Where a fee depends on the order's ship-to country and the App can't determine that country, the App may withhold the original-payment refund for that return rather than leave the fee out; you are responsible for that outcome being lawful too
• Store credit and bonus credit issued through the App, which are your obligations to your customers: their terms (including any expiry), laws on store credit, gift cards, and unclaimed property where you sell, and the tax and accounting treatment of refunds, store credit, fees, and exchanges
• Where you enable return shipping labels, connecting your own account with a supported label provider (listed in the App and in Section 4.4 of the Data Processing Agreement) and authorizing the App to send that provider the return's shipping addresses to generate the label; you are responsible for your agreement with the provider, carrier charges on your account, and any customer-paid label deduction being lawful and disclosed
• Where you enter tracking-only details (including for an uploaded external label), ensuring the carrier and tracking number are accurate and that you may use your connected Shippo account to register that package; you authorize the App to send Shippo that carrier and tracking number, as described in the Privacy Policy and DPA
• Where you enable exchanges, ensuring your exchange and replacement-order practices (including any price-up charge) comply with consumer-protection law where you sell
• Providing accurate return policy URLs and privacy policy URLs in the App settings
• Where you enable outbound webhooks, choosing the endpoint and remaining responsible, as controller, for its security and any onward processing of the return-event data the App sends there (see Section 4.4 of the Data Processing Agreement); the endpoint is not a Return Wise sub-processor
• Ensuring your use of the App does not violate any applicable laws or Shopify's Terms of Service

4.2 Customer Communication

You acknowledge that:

• By default, the App presents customers with both store credit and original-payment refund options. You can configure which payout options are offered (for example, store credit only, or no exchanges for some returns), and the App offers only the options your configuration allows for that return, with a link to your return policy where you provide one. You remain responsible for your refund practices meeting applicable law where you sell, including any right of withdrawal
• You are responsible for honoring the refund method chosen by the customer
• Bonus percentages and rule configurations are your responsibility to set appropriately
• If you enable an automated refund rule or another option that pays out or ships before the item is received (Section 6.6), that configuration is your standing instruction to the App to issue the refunds, store credit, or replacement orders that satisfy it; you are responsible for the scope, value caps, photo requirements, and review or approval thresholds you choose

4.3 Data Processing

As the data controller, you are responsible for:

• Having a lawful basis for processing customer data through the App
• Informing customers about how their data is processed (via your privacy policy)
• Maintaining accurate support contact information and a monitored compliance contact email address in the App settings
• Responding to customer data subject requests (access, deletion, portability) within legally required timeframes
• Configuring an appropriate data retention period in the App settings

4.4 Guidance in the App

Presets, templates, AI drafts, warnings, help articles, and other guidance in the App are general information, not legal, tax, or accounting advice, and may not fit the laws where you sell. Analytics, savings figures, and risk scores are estimates, not guarantees.

5. Shopify API and Permissions

The App requires the following Shopify API scopes to function:

• read_orders / write_orders — To look up orders, add order notes/tags, and create refunds (store credit and original-payment) when you or your staff initiate them or when an automation you expressly enabled is triggered
• read_all_orders — To read orders placed more than 60 days ago (without it, Shopify gives apps only the last 60 days of orders), for the same purposes as read_orders — for example, so a customer or your staff can start a return under a return window longer than 60 days
• write_draft_orders — To create the Shopify draft/replacement order that fulfills an exchange
• read_customers / write_customers — To retrieve customer information and, when needed, create or locate minimal customer records for native store credit
• read_products — To access product information for return eligibility and exchange item selection
• read_returns — To read Shopify's native return-reason definitions so return reasons stay aligned with your Shopify return settings
• read_locations / write_inventory — Used only when you enable inventory restock, to list your locations and adjust inventory for restocked returned items
• write_store_credit_account_transactions — To issue bonus store credit transactions for customers who choose store credit
• write_app_proxy — To host the customer-facing return portal on your storefront domain, so shoppers can look up orders and initiate returns without leaving your store. New installations default to /apps/return-wise; the path is fixed for your store at installation and you can change it at any time in Shopify admin under Settings → Apps and sales channels → Return Wise → App proxy → Customize URL. Stores installed before this default changed keep their original path
• write_files — To upload your portal logo to Shopify Files (the logo is stored in your own store's Files area and served from Shopify's CDN)

The App also reads the order's shipping address, a Shopify Protected Customer Data field. Return shipping labels use the full address. When a return is started — and, where you have configured return-location routing, again when it is submitted — the App reads only the address's country: to apply the Brazil check in Section 3, to apply return fees you condition on the ship-to country, and to choose a return location. See the Privacy Policy for how the address and country are processed.

The App also subscribes to Shopify webhooks — including refund creation, order creation and updates, shop updates, app lifecycle events (uninstallation and permission-scope changes), and Shopify's mandatory privacy (GDPR) topics — to keep return, refund, and exchange state in sync and to honor data requests.

You authorize the App to access these scopes when you install it. The App will only use these permissions for the purposes described in these Terms and the Privacy Policy.

6. Refund Issuance

6.1 Store Credit

When the App issues store credit:

• The refundable return amount is issued as native Shopify store credit through Shopify's refund APIs, and any incentive you configure as a separate native Shopify bonus store credit transaction.
• Store credit is linked to a Shopify customer account. For guest orders, the App may create or locate a minimal customer record and attach it to the order before issuing store credit.
• When store credit is issued. By default, store credit is issued once the return is approved and the item's receipt is recorded. Earlier timings you can choose, such as instant credit or release on the first carrier scan of the return label, pay out before the item is received (Section 6.6).
• Failed store credit issuances are flagged in the return queue for retry or resolution (see Section 6.7 before paying by hand)

6.2 Original-Payment Refunds

When a customer chooses a refund to their original payment method:

• By default, an original-payment request follows the merchant/staff workflow: a one-click refund action in the App where eligible, or otherwise a guided workflow in which you issue the refund in Shopify admin.
• You may expressly enable rule-driven automated original-payment refunds, including returnless-refund offers (the customer keeps the item). The App applies the conditions and holds you configure (such as value caps, photo requirements, and review or approval thresholds) and may also hold a matching refund for your staff to issue when it can't issue it safely on its own (for example, an active abuse flag, no refund quote from Shopify, fees on the return, or an order paid in a currency other than your store's where automatic refunds in that currency aren't available); a held refund waits in your return queue.
• Enabling such a rule is your standing instruction to process matching refunds without a separate staff click for each return; unless a hold applies, a matching refund on a return your customer submits is issued when the return is submitted, before the item is shipped back (Section 6.6). Disabling the rule or automation returns future requests to the merchant/staff workflow.
• Refunds created by the App use Shopify's refund APIs against the order's original payment transaction, use idempotency controls designed to prevent duplicate refunds, and are recorded in the audit trail.
• Amounts and currency. Shopify calculates the refundable amount, including the taxes and discounts it attributes to the returned items. Original-payment refunds are made in the currency the customer paid in, and store credit in your store's currency; any refund cap you set is in your store's currency and is compared with the refund's value in that currency. Exchange rates and the amounts settled to the customer or debited from your account are set by Shopify and your payment provider.
• The App uses Shopify's refund webhooks to match refunds you complete in Shopify admin to their return where it can; a refund it can't match is left for you to reconcile.
• Failed refund attempts are flagged in the return queue for retry or resolution (see Section 6.7 before paying by hand).
• Refund processing to the customer's card or payment method is performed by Shopify and your payment provider; the App does not hold or transmit payment card details.

6.3 Exchanges

When a customer chooses an exchange:

• The App creates a Shopify draft or replacement order for the requested item(s). The value of the returned items is applied to the replacement; an exchange is never also paid out as separate credit or cash, apart from any exchange incentive you offer, which is applied as money off the new item or, where it doesn't fit, issued as store credit.
• If the replacement costs more, the difference is billed to the customer through a Shopify checkout link — never auto-charged. If it costs less, the remainder is issued as store credit. Even swaps move no money other than such an incentive.
• Instant exchange, where you enable it, creates the replacement before the returned item is received (Section 6.6).
• You remain responsible for the tax treatment applied by Shopify at the replacement checkout and for the lawfulness of any price-up charge.

6.4 Return Shipping Labels

When you enable return shipping labels:

• The App generates the label through the provider account you connect, using your own credentials, and sends that provider the return's addresses and parcel details (see Section 4.1 and the Privacy Policy).
• Carrier charges are incurred on your provider account, at purchase or on first carrier scan depending on the provider and service.
• Per your configuration, a label may be free to the customer, deducted from the customer's refund or store credit as a fee, or replaced by a self-ship instruction.
• Voiding a label requests a carrier refund through your provider; if the carrier declines (for example, for a scanned or expired label), you remain charged and the App tells you so. Any label fee deducted from the customer is reversed when a label is successfully voided.
• If you choose to provide prepaid return labels yourself, customers whose items must be shipped back are told a label is coming instead of being shown your return address. You are responsible for providing that label, including for returns that complete when they are submitted (for example, with instant credit or an automated refund).
• You are responsible for the accuracy of the addresses on the order.

6.5 Return Tracking

• Carrier events may be delayed, incomplete, or inaccurate. Tracking status and estimated timing are informational and are not proof of receipt. Except where you enable an option that pays out or ships before the item is received (Section 6.6), you remain responsible for confirming physical receipt before completing the customer's refund, store credit, or exchange.
• You can turn the in-transit and delivered customer emails on or off in App settings. Email acceptance by the mail service does not guarantee inbox delivery.

6.6 Options That Pay or Ship Before the Item Is Received

Some options pay out or ship before the returned item is received: instant store credit, store-credit release on the first carrier scan of the return label, keep-it and returnless-refund offers (the customer keeps the item), automated original-payment refunds issued when the return is submitted, and instant exchange. For these options, and any similar option the App offers:

• They take effect only through settings, rules, or presets you choose. Enabling one — including by applying a preset or an AI draft that contains it — is your standing instruction to the App to issue the matching store credit, refunds, or replacement orders.
• You accept that if the customer doesn't return the item, it has already been paid out or shipped at your cost; recovering it is between you and your customer.
• That exposure is limited only by the caps and conditions you set. Where you set no cap, it is not limited by value.

6.7 Reviewing What the App Issues

• A return marked failed may still have been paid: for some errors, such as a timeout, the outcome is unknown. Before paying by hand, check the order in Shopify and use the App's retry option; you are responsible for any duplicate refund or credit you issue outside the App.
• The App does not undo a refund or store credit transaction once Shopify has created it; recovering an amount from a customer is between you and that customer.
• You are responsible for monitoring your return queue, including returns marked as needing attention, and for reviewing the refunds, store credit, and orders the App creates. Email notices (such as a failed-issuance notice) are only an aid: they are sent only when an address is available and may not arrive.
• If you believe the App issued an incorrect amount, tell us promptly at support@returnwise.app. We are not responsible for losses from the same error that arise after you knew of it and before you told us.

7. Abuse Prevention

Based on the thresholds and risk settings you configure, the App's abuse detection features track each customer's returns and refund value by email address and compute a risk score, which can hold a return for review or block it where you enable that. They record abuse flags in the App's database and can email you when a customer is flagged. Your staff can also clear, block, or unblock a customer by hand (including one who has not started a return), with a reason recorded for each action and subject to manager approval where you enable it.

While your plan includes abuse guardrails, the App enforces blocks (automatic or placed by your staff) wherever a return is created — in the portal, in the customer's Shopify account, or by your staff — so a blocked customer can't submit new returns under that email address until you clear or unblock them. On plans without abuse guardrails, and for an order with no email address, a block does not stop returns.

You are responsible for configuring abuse thresholds appropriately and for any decisions made based on abuse flags, including the blocks your staff place and the reasons they record — which are stored with the customer's data, shown to your team, and included in the customer's data export, so they should be factual and limited to what the decision needs. The App does not tag, mark, or otherwise change customer records in Shopify because of abuse flags or blocks. The App's only writes to customer records are store credit and, for guest orders, the minimal customer record described in Section 6.1.

8. Pricing and Billing

8.1 Plans

Plans you purchase are managed through Shopify's billing system; the Founding plan (Section 8.6) is granted by us and involves no Shopify subscription and no charge. Each purchasable plan has a monthly allowance of processed returns and a set of features, and may carry a monthly fee. Which billing rules apply to you (Section 8.2) is determined by the plan you approve, not by its monthly price: a small monthly fee does not mean "never billed beyond it". Current pricing, allowances, per-return prices, and features are displayed on Shopify's plan selection page (reachable from the in-app billing page) before you approve a plan, on the App's Shopify App Store listing, and on the in-app billing page. We do not process payments directly; all charges appear on your Shopify invoice. We may also give a store complimentary access to a plan, on terms we tell you; when it ends, your store is on the plan it has through Shopify, or on the Free plan.

8.2 Included Usage and Caps

A return counts toward your plan's monthly allowance when it is submitted — through the portal, the customer's account, or by your staff — and keeps counting if you later reject it or its order is cancelled (demo returns don't count). Usage notifications are emailed at approximately 80% and 100% of your allowance to the addresses described in Section 10.3, and the in-app billing page shows your current usage and any overage for the current period. Once the allowance is reached:

• Plans with a hard cap (currently the Free plan): the customer-facing return portal pauses new return submissions until your next billing period or until you change plans. Already-submitted returns can still be processed from your merchant dashboard; creating brand-new returns from the dashboard is paused along with the portal.
• Plans with metered overage (every other purchasable plan, whatever its monthly fee): additional returns continue to be accepted — the portal does not pause for overage — and are billed per return (Section 8.3).
• The Founding plan (Section 8.6): returns are unlimited, so there is no cap, no overage, no pause for usage, and no usage notifications.

8.3 Metered Overage

• On a plan with metered overage, each return beyond your included allowance incurs a per-return overage charge, in addition to the plan's recurring charge, at the rate shown for your plan (Section 8.1). The per-return price is part of your plan: approving the plan is your agreement to it, the plan's monthly fee does not limit it, and there is no separate overage setting in the App. Overage charges are submitted through Shopify's usage-based billing.
• No overage is metered during a free trial (Section 8.4).
• If an overage charge cannot be submitted to Shopify, the App retries it in a way designed to avoid double-billing and flags anything unresolved for our review. Overage activity is recorded in the audit trail.
• Overage charges for rejected returns are credited. A return is metered when it is submitted. If you reject a metered return, or the App rejects it because its order was cancelled, the App submits a reversing credit through Shopify's usage billing — or, where the original billing cycle has already closed, an application credit. A return that stays open (for example, because the customer never sends the item, or because it failed and you haven't resolved it) keeps its overage charge until you reject it. If an overage charge for a return you rejected remains on your Shopify invoices with no matching reversal or credit, tell us at support@returnwise.app and we will credit it.

8.4 Free Trial

New installations may include a free trial, administered through Shopify-managed pricing. The exact trial terms — including length and eligibility — are displayed to you during the subscription approval step in Shopify admin and are authoritative. No charges are incurred during the trial. If you do not cancel before the trial ends, your subscription will automatically begin and you will be billed through Shopify.

8.5 Cancellation and Refunds

You may cancel your subscription at any time by uninstalling the App. If you are on the Founding plan you have no subscription to cancel; uninstalling ends the plan as described in Section 8.6. Subscription and per-return overage fees are collected through Shopify's billing system and are subject to Shopify's billing policies. Except for the overage credits described in Section 8.3, or where a refund is required by applicable law, App subscription and overage fees are non-refundable, including for partial billing periods and for the remainder of a period after cancellation. We may, in our sole discretion, issue a credit or refund of App fees — for example, following a confirmed extended service outage or a billing error on our part. Such a credit or refund is our decision, not Shopify's; to request one, contact support@returnwise.app.

8.6 The Founding Plan

For a limited period, stores that install and first open the App during our founding window receive the Founding plan at no charge. (If you installed during the window but could not open the App until after it closed, contact support@returnwise.app and we will apply the plan.) It is not a plan you buy: there is no Shopify subscription, no charge approval step, no monthly fee, and no per-return charge of any kind. It includes the features of our highest paid plan, as that plan changes over time, with that plan's usage limits other than its return allowance; processed returns are unlimited.

• You keep it. After the founding window closes, the Founding plan continues for stores that already have it. You will not be migrated to a paid plan, asked to approve a charge, or billed, and no action is required from you.
• For as long as the App remains installed on your store. The Founding plan is tied to your installation. If you uninstall the App, your store's data — including the record of the Founding plan — is deleted under our retention schedule (Section 12 and the Privacy Policy), and reinstalling afterwards creates a new relationship. If the founding window has closed by then, the reinstalled store will be on a then-current plan. If you intend to return, contact us before uninstalling.
• Availability ends. The Founding plan cannot be obtained after the founding window closes, and it is not offered for purchase at any time.
• Fair use. The Founding plan is intended for genuine use of the App by your store. We may contact you, and where necessary apply reasonable limits or withdraw the plan, in the case of use that is automated, abusive, or otherwise materially outside normal merchant use of returns functionality. We will tell you before withdrawing it.
• What it covers. The Founding plan is a commitment about price: while it applies, you are not charged for the App. It is not a commitment to keep operating the App or any feature for a set period. Sections 13 and 14 apply to Founding stores as to every store: if we stop offering the App to all merchants, the Founding plan ends with it, and if we remove a feature for all merchants, the Founding plan no longer includes it.

We may change or withdraw the Founding plan for future installations at any time. Any such change does not affect stores that already have it.

9. AI-Assisted Features

The App offers optional AI features, each enabled at your discretion and processed by our AI provider as described in the Privacy Policy and Section 4.4 of the Data Processing Agreement:

• An AI policy assistant drafts suggested return rules, settings, and customer-facing copy from return policy text you provide. Drafts are suggestions only: nothing takes effect until you review and explicitly apply a draft, you are responsible for reviewing every suggestion before applying it, and applied configurations are your configurations for the purposes of Sections 4 and 11. The assistant receives your policy text and your store's product types and tags (so suggested rules match your catalog); do not include personal data in any of them. It does not approve or reject returns, profile or score customers, or make refund decisions.
• An AI return-reason classifier categorizes return reasons into intent, likely root cause, and an abuse-risk signal, and AI photo review (off by default) evaluates the visible condition of items in return photos for the reasons you select.

AI output may be inaccurate or incomplete, and we make no warranty as to its correctness. The classifier and photo review produce suggestions only — condition tags, a descriptive severity, and intent/risk signals surfaced for your review — and neither approves, rejects, refunds, flags, holds, or blocks any return on its own. You are responsible for reviewing their output before acting on it.

10. Availability and Support

10.1 Service Availability

We strive to maintain high availability but do not guarantee uninterrupted service. The App depends on Shopify's platform, APIs, and our hosting and infrastructure providers.

10.2 Support

Support is available via:

• Email: support@returnwise.app
• Website: https://www.returnwise.app/

We will make reasonable efforts to respond to support requests in a timely manner.

10.3 Service Communications

We may send you service and administrative communications about your installation of the App — for example, notices about incidents, defects, outages, or security; usage, billing, and abuse-prevention notices (Sections 7 and 8); and notices of changes to the App or these Terms (Section 13). These are sent to the contact addresses in the App's settings (which one depends on the notice) or, for some notices when none is set, to an email address of your store's staff that Shopify has provided to the App. If no address is available for a notice, it is not emailed. Keep these addresses current. We do not send marketing email to merchant contacts without consent, and any email that is not required to operate the App will include a way to opt out.

11. Limitation of Liability

11.1 Disclaimer

TO THE EXTENT THE LAW ALLOWS, THE APP IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

Descriptions of the App in these Terms, the in-app Help center, and the App explain how it is designed to work; they are not a promise that it always works that way and do not change your responsibilities under these Terms. This does not affect our billing commitments in Section 8, the limit on our use of permissions in Section 5, or our commitments in the Privacy Policy and the Data Processing Agreement.

11.2 Limitation

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL RETURN WISE BE LIABLE FOR:

• Any indirect, incidental, special, consequential, or punitive damages
• Loss of profits, revenue, data, or business opportunities
• Damages arising from store credit issued incorrectly due to merchant misconfiguration
• Damages arising from customer disputes, chargebacks, or regulatory actions related to the merchant's return policies

IN ANY CASE, TO THE MAXIMUM EXTENT PERMITTED BY LAW, RETURN WISE'S TOTAL LIABILITY FOR ALL CLAIMS TOGETHER ARISING OUT OF OR RELATING TO THE APP, THESE TERMS, OR THE DATA PROCESSING AGREEMENT, WHATEVER THE LEGAL THEORY AND EVEN IF WE WERE TOLD THE LOSS WAS POSSIBLE, WILL NOT EXCEED THE GREATER OF (A) THE FEES YOU PAID FOR THE APP IN THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO THE FIRST CLAIM AND (B) ONE HUNDRED US DOLLARS (US$100). THE LIMITATIONS IN THIS SECTION 11 ALSO PROTECT BRIGHTLAYER LAB LLC'S MEMBERS, MANAGERS, EMPLOYEES, AND CONTRACTORS.

11.3 Merchant Indemnification

You agree to indemnify and hold harmless Return Wise from any claims, damages, or expenses arising from:

• Your use of the App in violation of applicable laws
• Your return policies or customer disputes
• Your failure to respond to data subject requests
• Misconfiguration of rules, bonus percentages, or abuse thresholds
• Acts or omissions of your staff members, agents, or other users you grant access to the App

Indemnification procedure. We will notify you in writing of any claim for which we seek indemnification (a failure or delay in giving notice relieves you of your obligations only to the extent you are actually prejudiced by it). You may assume and control the defense and settlement of the claim with counsel of your choice, except that you may not agree to any settlement that imposes any liability, obligation, or admission of fault on Return Wise, or that does not fully release Return Wise, without our prior written consent (not to be unreasonably withheld). We may participate in the defense with our own counsel at our own expense, and each party will reasonably cooperate with the other in the defense of the claim.

11.4 Rights the Law Doesn't Let Us Exclude

Nothing in these Terms excludes or limits a right or guarantee that the law does not allow to be excluded or limited, including the consumer guarantees under the Australian Consumer Law. Where such a guarantee applies, and to the extent the law allows, our liability for failing to meet it is limited to supplying the services again or paying the cost of having them supplied again.

12. Data and Uninstallation

12.1 Data Ownership

All return data processed through the App belongs to you (the merchant), and we process it on your behalf as a data processor. The exception is the merchant account, session, support, security, admin-activity, and compliance-contact data described in Section 2 of the Privacy Policy, for which we act as an independent controller.

12.2 Uninstallation

When you uninstall the App:

• On Shopify's app/uninstalled webhook, the App keeps your shop's data (settings and return records) during a short reinstall grace period (approximately 48 hours); if you reinstall within it, you keep them. After the grace period elapses, the App's scheduled cleanup permanently deletes your shop's data from the App's database and file storage (stored files are cleaned up as described in Section 5.1 of the Data Processing Agreement).
• On Shopify's shop/redact webhook (ordinarily sent 48 hours after uninstallation), the App deletes your shop's data from its database and file storage immediately, without waiting for the grace period (stored files are cleaned up as described in Section 5.1 of the Data Processing Agreement).
• Both paths delete the data listed in Section 5.2 of the Data Processing Agreement, including return records, uploaded files, settings, the audit trail, and billing-usage records. Deletion from the App is permanent and cannot be reversed.
• Encrypted database backups kept by our hosting provider, and operational logs kept by our providers, are not edited to remove individual records; they expire on those providers' rolling schedules, and backups are restored only to recover the service after a failure or security incident.
• Data previously written to Shopify's own systems by the App — including store credit refunds and other store credit transactions (such as bonus credit), customer records, replacement orders created for exchanges, order notes, and order tags applied during return processing — remains on the Shopify platform as Shopify-owned resources, governed by Shopify's own policies and not by the App.

12.3 Data Export

At any time before uninstalling, your store owner can self-serve an export of your shop's data from the App admin (described in Section 5.2 of the Data Processing Agreement). We recommend exporting before you uninstall: after the grace period in Section 12.2, your shop's data cannot be recovered.

13. Modifications to Terms

We may modify these Terms at any time. We will update the effective date above when changes are posted. Where required by law, we will provide additional notice through the Shopify App Store listing, email, the app interface, or another appropriate channel before the changes take effect. A change applies from its effective date and does not apply to disputes that arose before it. Continued use of the App after changes take effect constitutes acceptance.

14. Termination

We may suspend or terminate your access to the App if:

• You violate these Terms
• Your Shopify store is suspended or terminated
• Continued provision of the service to your store becomes commercially impractical
• We reasonably believe it is needed to protect the security or integrity of the App, your customers' data, or other merchants, to prevent fraud or loss, or to comply with law or a requirement of Shopify

We may change, suspend, or remove features of the App, including temporarily turning off automated refunds, store credit, or replacement orders for some or all stores (for example, while we investigate a suspected defect); affected returns then wait for you or your staff to act. We will tell you, by email to the addresses in Section 10.3 or in the App, promptly after an urgent suspension that affects your store, and in advance, where practicable, before removing a feature from a plan you pay for. We may stop offering the App to all stores by giving at least 30 days' notice in the same way.

Where we suspend or terminate your access under this section, we will, on your request, give you a reasonable opportunity to export your shop data before it is deleted — through the App admin while access remains, or the alternative secure channel in Section 5.2 of the Data Processing Agreement — except that deletion triggered by Shopify's shop/redact webhook proceeds on Shopify's compliance schedule and cannot be delayed.

Survival. The provisions of these Terms that by their nature should survive termination or expiration remain in effect afterward, including Sections 4.4, 6.6, 6.7, 8 (as to fees accrued before termination), 11, 12, 15, 16, and 17.

15. Governing Law and Courts

These Terms shall be governed by and construed in accordance with the laws of the Commonwealth of Virginia, without regard to conflict of law principles. Any dispute arising out of or relating to these Terms or the App will be resolved only in the state or federal courts located in Virginia, and each party consents to their jurisdiction; either party may seek urgent injunctive relief in any court. This does not change the law, courts, or rights that the Standard Contractual Clauses or the UK Addendum require (Section 6 of the Data Processing Agreement).

16. Entire Agreement and General Terms

These Terms, together with the Privacy Policy and Data Processing Agreement, constitute the entire agreement between you and Return Wise regarding the App and supersede all prior agreements. If these documents conflict, the Data Processing Agreement governs how we process personal data on your behalf (and where the EU Standard Contractual Clauses or the UK Addendum apply, they prevail as their own terms require), the Privacy Policy governs the data for which we are an independent controller, and these Terms govern everything else. These documents are provided in English; any translation of the App interface or its customer notifications is for convenience only and is not a legal or statutory notice, and the English-language documents govern any discrepancy.

These Terms are between you and us. No one else, including your customers and staff, is a third-party beneficiary or can enforce them, except that the people named in Section 11.2 may rely on Section 11, and data subjects keep the rights that the Standard Contractual Clauses and the UK Addendum in the Data Processing Agreement give them. Our not enforcing a provision is not a waiver of it. The parties are independent contractors. "Including" means "including without limitation."

17. Severability

If any provision of these Terms is found to be unenforceable as written — including a limitation or exclusion in Section 11 — it will be enforced to the maximum extent the law allows, and the remaining provisions continue in full force and effect.

18. Contact

For questions about these Terms:

• Company: BrightLayer Lab LLC
• Email: support@returnwise.app
• Website: https://www.returnwise.app/

The company's registered legal address is published in the Return Wise Privacy Policy.