Terms of service

These terms are an agreement between Matmajor Tech Private Limited (“we”, “us”) and the business that installs Neo on its Shopify store (“you”). By installing or using Neo, you agree to them. If you install Neo for a business, you confirm you are allowed to agree for it. Our privacy policy is part of these terms.

1. What Neo is

Neo is an AI shopping assistant that runs on your Shopify storefront. It chats with your shoppers, searches your catalog, answers from your store's own pages and policies, adds products to the cart, applies discount codes and takes shoppers to your checkout. It also gives you results and conversations in Neo's admin. Neo reads your store with read only access and never handles payments.

2. Who can use Neo

1. You need a Shopify store in good standing, and you must follow Shopify's own terms.
2. Neo is for businesses, not for personal or household use.
3. You are responsible for everyone who uses Neo's admin through your Shopify account.

3. Test mode and going live

After installing, Neo starts in test mode, visible only through your test link and Shopify's theme editor, and free with up to 200 messages a day. Shoppers see Neo only after you choose a plan and go live. You can switch back to test mode at any time.

4. Plans and billing

1. Plans and prices are shown on our website and on Neo's Plan page, in US dollars. Plans differ only in how many conversations they include each month; every plan includes everything Neo does. Stores billed by Shopify in Indian rupees get our India prices.
2. Shopify bills you. All charges are approved by you in Shopify and appear on your Shopify bill, which follows Shopify's billing terms. Taxes such as GST are added by Shopify where they apply.
3. Free trial: 7 days, once per store, on any plan. Shopify starts billing when the trial ends unless you cancel before then.
4. Offers: monthly plans are 20% off for a store's first 12 paid months, and yearly plans are 25% off the monthly price, paid upfront. Offers apply only as described on the Plan page.
5. Limits: a conversation counts once a month, when a shopper sends Neo a message that Neo answers or tries to; test chats never count. Each plan allows 10 shopper messages per conversation on average, and has hourly and daily message caps to protect the service. When a month's conversations run out, new shoppers cannot start a chat until the next month, a top-up pack or a bigger plan.
6. Top-up packs add 250 conversations to the current month only, for a one-time charge. Unused conversations do not carry over.
7. Changing plans: a bigger plan starts as soon as you approve it; a smaller one starts at your next renewal.
8. Custom plans for larger stores are agreed with us in writing and billed monthly through Shopify.
9. Price changes: we will tell you at least 30 days before a price change affects you. You can cancel before it takes effect.

5. Cancelling and refunds

You can cancel at any time from Neo's Plan page or by uninstalling Neo. Your plan ends at once and Neo goes back to test mode, hidden from shoppers. Shopify credits the unused part of your current billing period, including on yearly plans. Apart from that credit, charges are not refundable, except where the law requires otherwise. If Shopify cancels, freezes or declines your subscription (for example for an unpaid bill), your plan ends in the same way.

6. Your responsibilities

1. Your store's content. Neo answers from your products, pages and policies, so keep them accurate and complete. You are responsible for your products, prices, stock, discount codes, policies and orders, and for what you promise shoppers.
2. Your shoppers' privacy. Your store's privacy policy should tell shoppers that chats with your assistant are kept and can be read by you, and that a chat ID is kept in their browser. You are responsible for any notice or consent the law requires from you toward your shoppers.
3. The law. You will use Neo in line with the laws that apply to your business, including consumer protection, advertising and privacy laws.

7. AI answers

Neo uses AI, and AI can make mistakes. Neo is built to use only your store's live data and to say when it does not know, but it may sometimes misread a request, choose the wrong product or variant, or word an answer imperfectly. Shoppers always review their cart and complete checkout themselves. Neo's replies are not professional advice, and we do not promise any level of sales, conversion or results.

8. Acceptable use

You will not, and will not let others:

1. use Neo for illegal, harmful, fraudulent or deceptive purposes, or to sell products that are illegal where you sell them;
2. try to get around Neo's limits, billing or free trial, for example by reinstalling it;
3. copy, resell, reverse engineer or build a competing product from Neo, except where the law allows it;
4. interfere with Neo's security or performance, or access it in ways we did not provide; or
5. use Neo to send spam or to collect shoppers' personal information without their knowledge.

9. Your data

Your store's data and your shoppers' conversations remain yours. You allow us to use them only to provide, secure and support Neo for you, as described in the privacy policy. We do not sell them or use them to train AI models. When you uninstall Neo, we delete them as the privacy policy describes.

10. Our product

Neo, its software, design, mascot and brand belong to us. While these terms apply, we give you a limited, non-exclusive, non-transferable right to use Neo on your store. If you send us feedback, we may use it freely to improve Neo.

In test mode, during the free trial and for pilot stores, the chat shows “Powered by Altara”. It is removed once your first paid month starts.

11. Other services

Neo works with Shopify, your theme and apps such as checkout providers, and uses AI and hosting providers to run. We are not responsible for services we do not control. If Shopify, your theme or another app changes in a way that affects Neo, we will work to adapt, but we cannot promise Neo will work with every theme or app.

12. Availability and changes

We work to keep Neo available and reliable, but we do not promise it will be uninterrupted or error free. We may improve, change or stop features. If we make a change that significantly reduces what your paid plan includes, we will tell you in advance, and you may cancel.

13. Suspension and ending

You can stop using Neo at any time by uninstalling it. We may suspend or end your use of Neo if you seriously or repeatedly break these terms, if your use puts Neo, our other customers or shoppers at risk, or if the law requires it. Where reasonable, we will warn you first and give you a chance to fix the problem. If we stop offering Neo altogether, we will give you at least 30 days' notice. Sections 6 to 10 and 14 to 17 continue after these terms end.

14. Disclaimer

Apart from what these terms expressly promise, Neo is provided “as is” and “as available”, and we disclaim all other warranties, including fitness for a particular purpose and merchantability, to the extent the law allows.

15. Limit of liability

To the extent the law allows:

1. neither of us is liable for indirect or consequential losses, or for lost profits, revenue, sales or data, even if told they were possible; and
2. our total liability for all claims about Neo is limited to the amount you paid us for Neo in the 12 months before the claim arose.

These limits do not apply to liability that cannot be limited by law, such as for fraud.

16. Indemnity

You will cover our reasonable losses and costs from claims by others arising from your store, your products, your content or your breach of these terms or of the law.

17. Law and disputes

These terms are governed by the laws of India. Before going to court, we will both try in good faith to settle any dispute by talking for at least 30 days. Any dispute that cannot be settled goes to the courts at Nainital, Uttarakhand, which have exclusive jurisdiction.

18. Changes to these terms

We may update these terms. We will change the date at the top, and for changes that matter we will tell you in Neo's admin or by email at least 30 days before they take effect. If you keep using Neo after that, the new terms apply; if you do not agree, you can cancel before then.

19. General

These terms, with the privacy policy and any custom plan we agree in writing, are the whole agreement between us about Neo. If any part is found unenforceable, the rest still applies. Not enforcing a part is not giving it up. You may not transfer these terms without our consent; we may transfer them to a buyer of our business. Neither of us is liable for delays caused by events beyond reasonable control.

20. Contact

Matmajor Tech Private Limited
Amrawati Colony, Malli Bamori, Haldwani, Nainital 263139, Uttarakhand, India
hello@altara.in

For complaints, contact our grievance officer, Akshat Majila, at hello@altara.in.