Terms of service

These terms are the agreement between ReverseSignal, Inc. and the business that uses the ReverseSignal Service. They apply however you get the Service, whether from a commerce platform's app marketplace or directly from us.

Last updated: October 20, 2026

The short version

• The Service lets your customers start returns and exchanges, and lets your team handle them under your store's policy.
• You pay the fees in your Order: the plan you approve in your marketplace's billing screen, or an order form you sign with us.
• You can stop at any time by uninstalling the app.
• Your customers' data belongs to you. Our data processing agreement is part of these terms and says how we handle it.

1. Words we use

• "We", "us" and "ReverseSignal" mean ReverseSignal, Inc., 3571 Far West Blvd, Unit #6120, Austin, TX 78731.
• "You" and "Customer" mean the business that installs or signs up for the Service, and its staff who use it.
• "Service" means ReverseSignal's software and services: our apps on commerce platforms, the returns portal your customers use, our web app and our help site, including new features and products we add.
• "Marketplace" means a commerce platform's app store or billing system through which you install the Service and pay for it, such as the Shopify App Store.
• "Order" means either (a) the plan you approve in a Marketplace's billing screen, or (b) an order form you and we sign.
• "Customer Data" means the data you or your customers put into the Service, or that the Service reads from your store, including personal data about your customers.
• "DPA" means our data processing agreement.

2. Who can use the Service

The Service is for businesses, not for personal use. By installing the app or signing an order form, you confirm that you can accept these terms for your business.

3. What the Service does

The Service lets your customers look up an order and ask to return or exchange items, applies the return rules you set, lets your staff review and approve each return, creates return shipping labels in your own shipping account, and records the outcome in your store.

You decide your return policy and every outcome, such as refunds, exchanges and store credit. Refunds and exchange orders are made through your platform. We don't hold or move your money.

Your shipping provider, carrier and commerce platform work for you under your own agreements with them. We aren't responsible for their services, prices or delays.

We may improve or change the Service. We won't make a change that materially reduces what it does during a paid period without telling you first.

4. Orders and fees

• Your fees are the ones in your Order. Through a Marketplace, that's the plan and price shown in its billing screen when you approve it. Under a signed order form, it's the price in that form.
• Who collects. A Marketplace bills you and collects the fees on our behalf, under its own billing terms. Under a signed order form, we invoice you as the form says.
• What counts. Where fees are charged per order, every order placed in your store counts, including orders later cancelled. Test orders don't count.
• Price changes. A new price applies only after you approve it in your Marketplace's billing screen, or sign a new order form.
• Taxes. Fees don't include taxes. You pay any taxes that apply, except taxes on our income.
• Disputes. If you think a charge is wrong, email support@reversesignal.com within 60 days of the charge. We'll work with you, and with your Marketplace where it collected the charge, to correct it.

5. If an order form and these terms differ

A signed order form wins over these terms where the two conflict, but only for the points the order form changes, such as price, payment terms or liability cap. For personal data, the DPA's own rules on conflicts apply.

6. Your account

You're responsible for what happens under your store's account and for your staff following these terms. Keep sign-in details safe, and tell us promptly at privacy@reversesignal.com if you think an account has been misused.

7. What you may not do

You won't, and won't let anyone else:

1. reverse engineer the Service or try to find its source code, except where the law allows it;
2. resell, rent or give others access to the Service, other than your own staff and customers using it for your store;
3. copy or modify the Service, or build a competing product with it;
4. run security or load tests on it, interfere with it or get around its access limits, without our written permission;
5. access data or stores you aren't authorised to access;
6. use it for anything unlawful, or to send spam or misleading messages to your customers; or
7. put data into it that you don't have the right to use, or payment card numbers, bank details, health information or government ID numbers, which the Service doesn't need.

8. Suspension

We may temporarily suspend your access if you break section 7, use the Service in a way that harms it or others, or have an undisputed balance more than 30 days overdue. We'll tell you first when we practically can, and restore access once the problem is fixed.

9. Your data

• It's yours. We use Customer Data only to provide and support the Service, as the DPA describes.
• Your instructions and notices. You're responsible for having the right to give us Customer Data, and for telling your customers how their data is used, for example in your store's privacy policy.
• The DPA is part of these terms. By accepting these terms you also accept the DPA. If you want a signed copy, email privacy@reversesignal.com.
• Usage data. We may use data about how the Service performs, such as page timings and error counts, to run and improve it. We share it only in a form that doesn't identify you, your staff or your customers.
• Feedback. If you send us ideas or feedback, we may use them freely.

10. Confidentiality

Each of us may share non-public business information with the other. The one receiving it will use it only for this agreement, protect it at least as carefully as its own similar information, and share it only with staff, advisers and contractors who need it and are bound to keep it confidential. This doesn't cover information that is already public, was already known without a duty of confidence, was received lawfully from someone else, or was developed independently. Either of us may disclose information when the law requires, after giving the other notice where the law allows.

11. Ending the Service

• You can stop at any time by uninstalling the app, or as your signed order form says. Uninstalling ends a Marketplace plan; fees already charged aren't refunded unless the law or your Marketplace's rules require it.
• Either of us may end the agreement if the other seriously breaks it and doesn't fix the breach within 30 days of notice.
• We may stop offering the Service with at least 30 days' notice.
• Afterwards, your customers' data is deleted as the DPA and our privacy policy describe. Sections 4 (for fees already owed), 9, 10, 12, 13 and 15 continue to apply.

12. Warranties and disclaimers

Each of us confirms that it can enter this agreement and will follow the laws that apply to it.

Apart from that, the Service is provided "as is". We don't promise that it will always be available, secure or free of errors. To the extent the law allows, we disclaim all other warranties, express or implied, including merchantability, fitness for a particular purpose, title and non-infringement.

13. Limits on liability

To the extent the law allows, each party's total liability for all claims about this agreement is limited to the fees you paid us in the 12 months before the event that gave rise to the claim. Neither party is liable for lost profits or revenue, or for indirect, special, consequential or punitive damages, even if told they were possible.

These limits don't apply to amounts you owe in fees, to a breach of section 10, or to liability for gross negligence, wilful misconduct or fraud. A signed order form may set a different cap.

14. Changes to these terms

We may update these terms. We'll post the new version here with a new date and, for a change that materially affects you, tell you at least 30 days before it takes effect. If you keep using the Service after that date, the new terms apply. If you don't agree, you can uninstall before then. A change to price always needs your approval, as section 4 says.

15. General

• Governing law. These terms are governed by the laws of the State of Texas, without regard to its conflict-of-laws rules. Disputes go to the state and federal courts in Travis County, Texas, and each of us agrees to their jurisdiction.
• Whole agreement. These terms, your Order and the DPA are the whole agreement between us about the Service. Terms in your purchase orders or vendor portals don't apply unless we sign them.
• Assignment. Neither of us may transfer this agreement without the other's consent, except to a buyer of all or most of the relevant business.
• Force majeure. Neither of us is responsible for delays caused by events outside its reasonable control.
• Notices. We send notices to the email address on your store's account or order form. You send them to legal@reversesignal.com.
• Independent parties. We're independent businesses. Nothing here makes either of us the other's agent or partner.
• Severability and waiver. If part of these terms can't be enforced, the rest still applies. Not enforcing a right now doesn't waive it.

Contact us

Questions about these terms: legal@reversesignal.com. For help with the Service, see Get help.

Parts of these terms are adapted from the Common Paper Cloud Service Agreement (Version 2.1), free to use under CC BY 4.0.