Legal

Terms of Service

Last updated: June 4, 2026

1. Agreement to terms

These Terms of Service (“Terms”) form a binding agreement between you (“you,” the “merchant”) and lvl-up Apps (“CaseFlow,” “we,” “us”) regarding your use of the CaseFlow CRM application and related services (the “Service”). If you are using the Service on behalf of a business, you represent that you are authorized to accept these Terms for that business.

2. Description of the Service

CaseFlow CRM is a multi-tenant complaint management and helpdesk platform for Shopify merchants. It provides complaint tracking, customer and order context synced from Shopify, SLA management, analytics and reporting, a customer portal, email notifications, and related features, subject to your selected plan.

3. Accounts and eligibility

To use the Service you must install it through Shopify and connect an eligible Shopify store. You are responsible for maintaining the confidentiality of your account, for all activity that occurs under it, and for ensuring that your team members use the Service in accordance with these Terms. You must provide accurate information and keep it up to date.

4. Subscriptions, trials, and billing

• Paid plans (Starter, Growth, and Pro) are billed through the Shopify Billing API and are subject to Shopify’s billing terms.
• Each plan includes a 14-day free trial. If you do not cancel before the trial ends, the plan converts to a paid subscription.
• Plan prices, limits, and features are described on our Pricing page and may be updated from time to time.
• Subscriptions renew automatically until cancelled. You can change or cancel your plan at any time; cancellation takes effect at the end of the current billing period.
• Except where required by law, fees are non-refundable.

5. Acceptable use

You agree not to misuse the Service. In particular, you will not:

• Use the Service to violate any applicable law or third-party rights.
• Upload malicious code or attempt to gain unauthorized access to the Service or other tenants’ data.
• Reverse engineer, resell, or sublicense the Service except as permitted by law.
• Use the Service to send unsolicited or unlawful communications to customers.
• Interfere with or disrupt the integrity or performance of the Service.

6. Merchant data and Shopify

You retain ownership of the data you and your customers provide to the Service, including complaint records and data synced from Shopify. You grant us a limited license to process that data solely to operate and improve the Service for you, as described in our Privacy Policy. Your use of Shopify is governed by Shopify’s own terms, and you are responsible for maintaining the rights and permissions necessary for us to access your store data on your behalf.

7. Intellectual property

The Service, including its software, design, and branding, is owned by lvl-up Apps and protected by intellectual property laws. These Terms do not grant you any right to our trademarks or logos. We welcome your feedback and may use it to improve the Service without obligation to you.

8. Third-party services

The Service integrates with third-party providers, including Shopify and email delivery services. We are not responsible for the availability, content, or practices of third-party services, and your use of them may be subject to their own terms and policies.

9. Service availability

We work to keep the Service available and reliable, but we do not guarantee uninterrupted or error-free operation. We may modify, suspend, or discontinue features at any time. We may also perform maintenance that temporarily limits availability.

10. Disclaimers

The Service is provided “as is” and “as available” without warranties of any kind, whether express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement, to the maximum extent permitted by law.

11. Limitation of liability

To the maximum extent permitted by law, lvl-up Apps will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, data, or goodwill arising from your use of the Service. Our total liability for any claim relating to the Service will not exceed the amount you paid for the Service in the twelve months preceding the claim.

12. Termination

You may stop using the Service and uninstall the app at any time. We may suspend or terminate your access if you breach these Terms or if required to protect the Service or other users. Upon termination, your right to use the Service ends, and we will handle your data in accordance with our Privacy Policy.

13. Changes to these Terms

We may update these Terms from time to time. When we make material changes, we will revise the “Last updated” date above and, where appropriate, notify you through the app or by email. Your continued use of the Service after changes take effect constitutes acceptance of the revised Terms.

14. Governing law

These Terms are governed by the laws applicable at the place of business of lvl-up Apps, without regard to conflict-of-law principles. Any disputes will be resolved in the competent courts of that jurisdiction, unless otherwise required by applicable consumer-protection law.

15. Contact

Questions about these Terms can be sent to support@caseflowcrm.app. CaseFlow CRM is operated by lvl-up Apps — www.lvl-up.services.