Terms of Service

Last updated: August 24, 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 that provides:

• A customer-facing return portal integrated via Shopify App Proxy, available in English and — on plan-dependent terms — the additional languages listed in the App's language settings, with customer photo upload for returned items (plan-dependent), which you may require for specified reasons, risk rules, or returnless-refund offers
• A merchant dashboard for managing return requests, including a guided setup wizard
• A rules engine for configuring return policies and store credit incentives, with an optional AI assistant that drafts suggested rules and customer-facing copy from your written return policy (see Section 9)
• An optional, plan-dependent AI return-reason classifier that categorizes customer return reasons (intent, likely root cause, and an abuse-risk signal) to help you understand and triage returns
• Automated native Shopify store credit refunds and bonus credit incentives, with configurable issue timing — including an optional "instant credit" that releases the credit before the item is shipped back (see Section 6.1)
• Exchanges (plan-dependent): when a customer chooses an exchange, the App creates a Shopify draft or replacement order for the requested item — invoicing any price-up difference to the customer or issuing any price-down remainder as store credit — including same-item variant swaps, cross-product and multi-item "shop the catalog" baskets, optional exchange incentives, and, where you enable it, creating the replacement before the returned item is received ("instant exchange," a bounded, opt-in leakage trade-off you control; see Section 6)
• Return shipping labels (plan-dependent): generate prepaid or pay-on-use return labels through a supported shipping-label provider you connect (see Section 6.4), including carrier QR codes for box-free drop-off, per-return policy controls (free label, customer-paid label deducted from the refund, or customer self-ship), carrier tracking, and optional store-credit release on first carrier scan (see Section 6)
• Return tracking: show customers and staff a return-package timeline using a generated/attached label or tracking-only carrier and number details you enter independently; optional in-transit and delivered emails and merchant attention signals are described in Section 6
• Inventory restock (plan-dependent): optionally adjust Shopify inventory to restock returned items at a location you select
• Merchant-configurable return fees (such as restocking or return-shipping deductions) that reduce the refund or store-credit amount according to your rules (plan-dependent)
• Refunds to the customer's original payment method through a merchant/staff action or an expressly enabled, rule-driven automation, including capped returnless-refund offers (plan-dependent; see Section 6)
• Optional manager-approval workflows and staff roles for gating money-touching actions (plan-dependent)
• Return analytics and reporting, including a retention dashboard
• An audit trail of money-touching actions and settings changes, exportable as CSV
• Abuse detection and prevention, including merchant-configurable thresholds and a behavioral risk score (see Section 7)

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.

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 also enforces this limitation technically: it declines to operate for a store whose Shopify billing country is Brazil, and declines to open or create a return for an order shipping to 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. Return Wise's international data-transfer compliance package for those jurisdictions — the completed Standard Contractual Clauses annexes, transfer impact assessment, and UK Addendum tables, and the designation of EU and UK representatives under Article 27 — has been prepared but has not yet been adopted following independent legal review. Until it is, you must not install or use the App if your store is established in one of those jurisdictions. The App enforces this limitation technically: it declines to operate for a store whose Shopify billing country is in the EEA, the United Kingdom, or Switzerland. Unlike the Brazil limitation above, 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.

You are responsible for all activity that occurs under your account and for the acts and omissions of any staff members, agents, or other users to whom you grant access to the App — including through the staff roles and approval workflows the App provides — as if they were your own. You are responsible for ensuring such users 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)
• Where you enable return fees (such as restocking or return-shipping deductions), clearly disclosing those fees to your customers before they submit a return and ensuring the fees are permitted under the consumer-protection and distance-selling laws of the jurisdictions where you sell. The App applies the fees you configure and deducts them from the refund or store-credit amount; you are solely responsible for whether and how such fees may lawfully be charged
• Where you enable return shipping labels, connecting your own account with a supported label provider (the currently supported providers are listed in the App and in Section 4.4 of the Data Processing Agreement) and authorizing the App to send the return's shipping addresses to that provider to generate the label; you are responsible for your agreement with that provider, the carrier charges incurred on your account, and any customer-paid label deduction being lawful and disclosed in the jurisdictions where you sell
• Where you enter tracking-only details (including for an uploaded external label), ensuring the carrier and tracking number are accurate and that you are authorized to use your connected Shippo account to register that package for tracking; you authorize the App to send Shippo that carrier and tracking number as described in the Privacy Policy and DPA
• Where you enable exchanges — including instant exchange, which ships a replacement before the returned item is received — reviewing the bounded loss exposure the App describes in-app, and ensuring your exchange and replacement-order practices (including any price-up charge collected through a Shopify checkout link) comply with the consumer-protection laws of the jurisdictions where you sell
• Providing accurate return policy URLs and privacy policy URLs in the App settings
• Maintaining a monitored compliance contact email address in the App settings for privacy and data-rights requests
• Responding to customer data subject requests (access, deletion, portability) as the data controller
• Where you enable outbound webhooks, choosing the destination endpoint and remaining responsible, as controller, for that endpoint's security and for any onward processing of the return-event data the App sends there (as described in the Privacy Policy and Section 4.4 of the Data Processing Agreement); the destination 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

The App displays refund options to your customers. 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, running a store-credit-only portal — and the App displays only the options you enable. You remain responsible for ensuring your return policies and refund practices, including any consumer-protection or right-of-withdrawal requirements, meet applicable law in the jurisdictions where you sell
• The App shows customers the payout options you have enabled at the time of return, alongside a link to your store's return policy
• 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 original-payment or returnless-refund rule, that configuration is your standing instruction to the App to issue refunds that satisfy the rule and its safety gates; you are responsible for the rule 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 and compliance contact information in the App settings
• Responding to data subject requests within legally required timeframes
• Configuring an appropriate data retention period in the App settings

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
• 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)

Return shipping labels additionally require the App to read the order's shipping address (a Shopify Protected Customer Data field); the App requests this access only where needed for the label feature. See the Privacy Policy for how that address is 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
• Any merchant-configured incentive is issued as a separate native Shopify bonus store credit transaction
• The App stores Shopify refund IDs, store credit account IDs, and bonus credit transaction IDs for reconciliation and retry handling
• 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 (issue timing). By default, store credit is issued once the return is approved and the item's receipt is recorded — by staff, or, where you enable it, on the first carrier scan of the return label (Section 6.4). You may instead enable instant credit, which issues the store credit as soon as the return is submitted and approved — before the item is shipped or received — for returns that pass the trust conditions you configure (a per-return instant-credit value cap you set, and an optional exclusion of first-time customers). Instant credit and first-carrier-scan release are opt-in early-release timings: you accept that if the customer does not return the item, the credit has already been issued, bounded by the cap and conditions you set. Both are off by default.
• Failed store credit issuances are flagged in the return queue for manual retry or resolution

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: an eligible one-click refund action in the return detail page or a guided workflow that deep-links you into Shopify admin.
• On plan-dependent terms, you may expressly enable rule-driven automated original-payment refunds. This includes a returnless-refund rule under which an eligible customer accepts your offer to keep the item and receive a full refund to the original payment method. The App applies your configured entitlement, rule, value cap, abuse, photo-evidence, dry-run, and applicable review-threshold gates before issuance; a configured hold may route the refund to staff review instead of issuing it immediately.
• Enabling such a rule is your standing instruction to process matching refunds without a separate staff click for each return. 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 to prevent duplicate refunds, and are recorded in the audit trail.
• For orders where the one-click action is not available (for example, depending on your plan or order characteristics such as currency), the App provides the guided workflow instead; the refund is then executed by you inside Shopify admin.
• The App reconciles refund state using Shopify's refund webhooks, so refunds completed in Shopify admin are matched back to the corresponding return request.
• You are responsible for reviewing refund settings, rules, caps, evidence requirements, and approval thresholds before enabling automation, and for reviewing individual refunds where your configuration requires staff action. Failed refund attempts are flagged in the return queue for retry or resolution.
• 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 (plan-dependent):

• 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.
• 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.
• Where you enable instant exchange, the replacement order is created as soon as the return is submitted — before the returned item is received — for customers who pass the trust conditions you configure (repeat customers, under a value cap you set, even swaps only, no active abuse flag). You accept that if a customer keeps both items, you absorb the cost of the replacement, bounded by the cap you set. This feature is off by default.
• Price differences are computed from the merchandise value of the returned items; 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 (plan-dependent):

• The App generates the label through the provider account you connect — the currently supported providers are listed in the App's settings and in Section 4.4 of the Data Processing Agreement — using your own credentials, and sends the return's ship-from (customer) and ship-to (your return location) addresses and parcel details to that provider. See the Privacy Policy and Section 4.4 of the Data Processing Agreement for the data flow.
• Carrier charges are incurred on your provider account. Depending on the provider and service, a label may be billed at purchase or on first carrier scan.
• 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; where offered, a carrier QR code enables box-free drop-off.
• Voiding a label requests a carrier refund through your provider; where a carrier declines the refund (for example, a scanned or expired label), you remain charged for it, and the App tells you so rather than silently absorbing the cost. Any customer-facing label fee already deducted is reversed when a label is successfully voided.
• You are responsible for the accuracy of the addresses on the order and for your relationship with the label provider and carrier.

6.5 Return Tracking

• Tracking detail is shown when a return has a generated or attached label, or when you enter tracking-only carrier and number details independently.
• If you have connected Shippo when entering tracking-only details (with or without an uploaded external label), the App may send only the carrier and tracking number to Shippo's tracking-only service to receive carrier updates. No customer address, email address, order history, return reason, refund amount, abuse flag, or photo is included in that tracking-only registration. If tracking-only registration is unavailable, the App retains and displays the tracking details and, for recognized carriers, an official carrier link.
• 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 opt-in early-release timing (instant credit, or store-credit release on first carrier scan — see Sections 6.1 and 6.4), you remain responsible for confirming physical receipt before completing the customer's refund, store credit, or exchange.
• You may enable or disable the in-transit and delivered customer emails in App settings. The App deduplicates each transition per return, but email acceptance by the mail service does not guarantee inbox delivery.

7. Abuse Prevention

The App includes abuse detection features that, based on the thresholds and risk settings you configure:

• Track return frequency and cumulative refund value per customer email within your configured rolling windows
• Compute a behavioral risk score from return-pattern signals (such as rapid repeat submissions, repeated returns of the same product, a first-time customer's high-value return, and missing required photos) and — where you enable it — hold a return for manual review or block it at the score thresholds you set
• Record internal abuse flags in the App's database when a customer exceeds those thresholds
• Send you an optional alert email — immediately on each flag or as a daily digest — when a customer is flagged
• Enforce automated blocks on the self-service return portal, preventing flagged customers from submitting new return requests through the portal until you remove the flag or adjust thresholds

You are responsible for configuring abuse thresholds appropriately and for any decisions made based on abuse flags. The App does not apply tags or other modifications to customer records in Shopify. You remain in control through the rules, caps, review thresholds, approval controls, and manual workflows you configure; where you enable an automated refund rule, matching self-service returns may be issued without a separate staff click as described in Section 6.2.

8. Pricing and Billing

8.1 Plans

The App is offered in several 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. Purchasable plans differ along three axes: whether they carry a monthly fee, what happens once the included allowance is reached (Section 8.2), and which features they include. These are independent — the size of a plan's monthly fee does not determine whether returns beyond its included allowance are billed per return (Section 8.3), and a small monthly fee does not mean "never billed beyond it". Which rules apply to you is determined by the plan you approve, not by its monthly price, and is displayed on Shopify's plan selection screen before you approve it. Each purchasable plan includes a monthly allowance of processed returns and a set of plan-dependent features. Current pricing, allowances, and feature availability are displayed on the App's Shopify App Store listing page, in the Shopify admin during installation, and on the in-app billing page. We do not process payments directly; all charges appear on your Shopify invoice.

8.2 Included Usage and Caps

• The App counts returns processed through it against your plan's monthly allowance. Usage notifications are sent to your configured contact email (or, if none is configured, a staff email on file for your store) when you reach approximately 80% and 100% of your allowance.

Which of the two rules below applies to you depends on your plan, not on its price. Your plan's included allowance, its per-return price if it has one, and whether it stops at the allowance are all displayed on Shopify's plan selection screen before you approve it, and on the in-app billing page afterwards.

• Plans with a hard cap (currently the Free plan): the included allowance is a hard cap. When it is reached, the customer-facing return portal pauses new return submissions until your next billing period or until you change plans. Already-submitted returns are unaffected and 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): when your allowance is reached, additional returns continue to be accepted and are billed per return as metered overage (Section 8.3).
• The Founding plan (Section 8.6): returns are unlimited. There is no allowance, so there is no cap and no metered overage, and the customer-facing return portal never pauses for usage. The 80%/100% usage notifications above do not apply.

8.3 Metered Overage

• On a plan with metered overage, returns processed beyond your included allowance incur a per-return overage charge at the rate shown for your plan on Shopify's plan selection screen, the App Store listing, and the in-app billing page. The size of a plan's monthly fee does not limit its metered overage: approving a plan means approving the per-return price displayed with it, and returns beyond the included allowance are billed in addition to the plan's recurring charge. Overage charges are submitted through Shopify's usage-based billing and appear on your Shopify invoice.
• The per-return overage price is part of your plan: it is displayed on Shopify's plan selection screen, and approving the plan is your agreement to it. There is no separate overage setting to configure in the App.
• On a plan with metered overage the customer-facing return portal does not pause for overage — returns beyond your included allowance continue to be accepted and are billed per return. The App notifies you as you approach and when you cross your included allowance, and the in-app Billing page shows a running count and amount for the current period. On a plan with a hard cap, which has no overage, the portal pauses when your included allowance is reached, until the next billing period or a plan change.
• No overage is metered during a free trial (Section 8.4).
• If an overage charge cannot be submitted to Shopify, the App retries safely (submissions are idempotent, so a retry can never double-bill) and flags anything unresolved for review; you are notified of unresolved items. Overage activity is recorded in the audit trail.
• You are not charged for a return that did not complete. When a metered return is later rejected or cancelled, the App submits a reversing credit through Shopify's usage billing — or, where the original billing cycle has already closed, an application credit. Where an automatic reversal cannot be completed, we notify you and correct it by other means — an overage charge never stands for a return that did not complete.

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. Shopify manages trial eligibility, duration, and billing transitions; Return Wise does not process payments directly.

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; we do not process payments directly. Except 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. Any such credit or refund is a decision we make (Shopify collects the charge but does not decide App-fee refunds); 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. (Shopify sends you into the App immediately after installing, so these are normally the same moment. If you installed during the window but were unable to 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 every feature the App offers and an unlimited number of processed returns.

• You keep it. When we begin offering paid plans to new installations, the Founding plan continues unchanged 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.

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 includes an optional AI policy assistant (available on plan-dependent terms) that drafts suggested return rules, settings, and customer-facing copy from return policy text you provide. By using it, you acknowledge that:

• AI-generated drafts are suggestions only. Nothing takes effect until you review and explicitly apply a draft, and you are responsible for reviewing every suggestion for accuracy, completeness, and fit with your policies before applying it.
• AI output may be inaccurate or incomplete. We make no warranty as to the correctness of AI-generated content, and applied configurations are your configurations for the purposes of Sections 4 and 11.
• Policy text you submit is processed by our AI service provider as described in the Privacy Policy and the Data Processing Agreement. Do not include personal data in policy text; the assistant needs only your policy wording.
• AI-assisted drafting is limited to setup suggestions. The policy assistant does not approve or reject returns, profile or score customers, or make refund decisions. (The separate AI return-reason classifier produces an abuse-risk signal that is surfaced to you for manual review only and does not itself flag, hold, or block any return — see the Privacy Policy.)

The App also offers two other optional, merchant-enabled AI features, processed by the same AI service provider (see the Privacy Policy and Section 4.4 of the Data Processing Agreement): an AI return-reason classifier (plan-dependent) that categorizes return reasons into intent, likely root cause, and an abuse-risk signal; and AI photo review (plan-dependent, off by default) that evaluates the visible condition of items in customer return photos for the reasons you select, sending a short-lived signed link to the photo plus product and reason context. Both produce suggestions only — condition tags, a descriptive severity, and intent/risk signals surfaced for your review — and neither approves, rejects, refunds, or blocks any return on its own. You are responsible for reviewing their output before acting on it, and you enable each feature at your discretion.

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, or outages affecting your store; security notices; 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 your configured contact email or, if none is configured, to a staff or admin email on file for your store (as provided by Shopify at installation). Service communications are part of operating the App and are not marketing. 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

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.

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
• Any amount exceeding the total fees paid by you for the App in the twelve (12) months preceding the claim

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.

12. Data and Uninstallation

12.1 Data Ownership

All return data processed through the App belongs to you (the merchant). We process it on your behalf as a data processor.

12.2 Uninstallation

When you uninstall the App:

• Shopify sends an app/uninstalled webhook, followed by a shop/redact webhook (ordinarily 48 hours later under Shopify's compliance schedule)
• On app/uninstalled, the App marks the shop for cleanup and preserves its configuration during a short reinstall grace period (approximately 48 hours, aligned with Shopify's compliance schedule). A merchant who reinstalls within that window keeps their settings. After the grace period elapses, the App's scheduled cleanup permanently deletes all shop data held in the App's systems.
• On shop/redact, the App deletes all shop data held in its systems immediately, without waiting for the grace period.
• Both paths delete all data the App holds for your shop — return data (including uploaded photo files in object storage), configuration, audit trail and billing-usage records, and session data. Section 5.2 of the Data Processing Agreement carries the authoritative enumeration.
• Deletion from the App is permanent and cannot be reversed
• Data previously written to Shopify's own systems by the App — including store credit refunds, bonus store credit transactions, customer records, 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, you can self-serve an export of your shop's data from the App admin (a structured, machine-readable JSON archive; uploaded photo and label files are referenced by metadata and remain downloadable from each return until deletion — see Section 5.2 of the Data Processing Agreement). We recommend exporting before you uninstall. Once the post-uninstall grace period elapses, data is permanently deleted and 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. Continued use of the App after changes take effect constitutes acceptance.

14. Termination

We reserve the right to 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 becomes commercially impractical

Where we suspend or terminate your access under this section for reasons other than a Shopify-initiated data-redaction request, we will, on your request, provide a reasonable opportunity to export your shop data — through the App admin while access remains, or through the alternative secure channel described in Section 5.2 of the Data Processing Agreement — before your data is deleted. 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 Section 8 (as to fees accrued before termination), Section 11 (Limitation of Liability, including the disclaimer, limitation, and indemnification provisions), Section 12 (Data and Uninstallation), Section 15 (Governing Law), Section 16 (Entire Agreement), and Section 17 (Severability).

15. Governing Law

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.

16. Entire Agreement

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. These Terms, the Privacy Policy, and the Data Processing Agreement are provided in English; any translated version of the App interface or its customer notifications is offered for convenience only and is not a legal or statutory notice — the English-language documents are authoritative and govern in the event of any discrepancy.

17. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall 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.