Terms of Service

Last updated: 22 September 2026

1. About These Terms

These Terms of Service ("Terms") govern your use of Hastedesk, an AI-powered customer support service for Shopify stores, operated by ViewPaid, CVR no. 46333934, Denmark ("we", "us", "our"). By creating an account or using the service, you agree to these Terms in full.

2. The Service

Hastedesk provides:

  • An AI chat agent that can be embedded on your Shopify store.
  • Integration with your Shopify store to answer questions about products, orders, and inventory.
  • Guided, button-driven workflows for order cancellations (whole order or specific items), returns, and exchanges, configurable by you.
  • A dashboard to manage conversations, reviewers, settings, and analytics.
  • Human escalation tools, including a reviewer inbox and email ticketing.
  • Optional email support (closed beta): connect either a Hastedesk-owned support address (your own mailbox is never accessed) or your Gmail mailbox directly. Hastedesk reads the customer email that arrives, prepares reply drafts, and — only if you switch on Automatic mode — sends replies on your behalf. See section 10 and our Privacy Policy (section 6).

We reserve the right to modify, suspend, or discontinue any part of the service at any time with reasonable notice.

3. Eligibility

You must be at least 18 years old and have the legal authority to bind your business to these Terms. By using Hastedesk, you confirm that you meet these requirements.

4. Account Responsibilities

  • You are responsible for maintaining the confidentiality of your account credentials.
  • You must provide accurate information when creating your account.
  • You are responsible for all activity that occurs under your account.
  • You must notify us immediately at hello@hastedesk.com if you suspect unauthorised access.

5. Acceptable Use

You agree not to use Hastedesk to:

  • Violate any applicable law or regulation.
  • Transmit unlawful, harmful, or deceptive content through the chat widget.
  • Attempt to reverse-engineer, scrape, or circumvent any technical measures of the service.
  • Use the service for any purpose other than legitimate customer support for your Shopify store.
  • Resell, sublicense, or make the service available to third parties without our written consent.

We reserve the right to suspend or terminate accounts that violate these requirements without refund.

6. Payment & Subscription

  • Hastedesk is available on a Free plan (50 conversations/month) and paid plans: Starter at $19 USD/month (500 conversations) and Pro at $39 USD/month (3,000 conversations).
  • New accounts start with a 14-day free trial of the Starter plan limits, with no payment method required. If you don't subscribe when it ends, your account continues on the Free plan.
  • Overage conversations are charged at $0.05 per conversation on the Starter plan and $0.03 per conversation on the Pro plan, if you have enabled overages. You may set a hard cap to prevent overages entirely.
  • Subscription and overage charges are billed through Shopify and appear on your Shopify invoice. By approving a plan in Shopify, you authorise Shopify to charge your Shopify account on a recurring basis. Hastedesk does not collect or store your payment details.
  • All charges are in USD and are non-refundable except as required by applicable law or as described in section 7.
  • Prices may change with at least 30 days' notice. Continued use after a price change constitutes acceptance.

7. Cancellation & Refunds

  • You may cancel your subscription at any time from the dashboard. Access continues until the end of the current billing period.
  • No partial refunds are provided for unused time within a billing period.
  • If the service is materially unavailable for more than 72 consecutive hours due to our fault, you may request a pro-rata refund for that period by contacting hello@hastedesk.com.
  • Consumers based in the EU/EEA have a 14-day right of withdrawal from the date of first purchase, except where the service has already been used.

8. Shopify Integration & Data

By connecting your Shopify store, you grant Hastedesk permission to access your store's orders, products, and inventory data solely for the purpose of operating the AI chat agent on your behalf.

You remain responsible for ensuring your use of Shopify data within Hastedesk complies with Shopify's Partner Program Agreement and all applicable data protection laws. You are the data controller for your customers' personal data; ViewPaid acts as your data processor.

9. Order Cancellations, Returns & Exchanges

Hastedesk lets you configure how the AI handles order cancellations (whole-order or specific items), returns, and exchanges requested by your customers. You are solely responsible for the settings you choose.

  • Cancellations: if you enable Automatic mode, Hastedesk will directly cancel orders, remove specific line items from unfulfilled orders, and issue the corresponding Shopify refund via the Shopify API without human review at the time of the transaction. This involves real financial transactions processed automatically based on your configuration. If you choose Require approval instead, no action is taken until you approve it in the dashboard. Choosing Off disables the feature entirely.
  • Returns and exchanges: these are never processed automatically. Approving a return or exchange request in the dashboard only marks it as reviewed — Hastedesk does not issue a refund, ship a replacement, generate a shipping label, or otherwise modify the order in Shopify. You are responsible for completing the actual refund, replacement, or exchange yourself.
  • You are responsible for reviewing and configuring your return policy (window, eligible reasons, evidence requirements) accurately, and for promptly reviewing items in Pending Actions when using Require approval mode.
  • ViewPaid is not liable for losses arising from your choice of automation settings, including refunds issued or orders modified in Automatic mode, or delays in manually completing approved returns and exchanges.

10. AI Accuracy Disclaimer

The AI agent may occasionally provide inaccurate, incomplete, or outdated responses. You are responsible for monitoring the quality of AI responses on your store and configuring the AI persona and knowledge base appropriately. ViewPaid is not liable for any loss suffered by you or your customers as a result of AI-generated responses.

If you use email support:

  • You confirm you are authorised to connect the mailbox or address and to have your customers' emails processed as described in our Privacy Policy, and that you will tell your customers that AI assists with support.
  • In Manual mode nothing is sent until you approve it, and you are responsible for reviewing each reply before you send it.
  • In Automatic mode Hastedesk sends replies on your behalf without your prior review. Hastedesk applies safeguards (for example, it does not send automatically about refunds or discounts, or to senders it cannot verify), but you are responsible for choosing this mode and for the replies sent under it. We recommend starting in Manual mode.
  • You can turn off email support (or disconnect Gmail) at any time from Settings, and choose whether to keep or delete the email conversations Hastedesk has stored. If you connect Gmail, Hastedesk's use of information received from Google APIs follows the Google API Services User Data Policy, including the Limited Use requirements.

11. Intellectual Property

  • The Hastedesk platform, including all software, designs, and trademarks, is owned by ViewPaid and protected by applicable intellectual property law.
  • You retain ownership of your store data and customer conversations.
  • You grant ViewPaid a limited licence to process your data solely to provide the service.

12. Limitation of Liability

To the fullest extent permitted by law:

  • ViewPaid's total liability to you for any claim arising out of or relating to these Terms or the service shall not exceed the amount you paid us in the 3 months preceding the claim.
  • ViewPaid is not liable for indirect, incidental, consequential, or punitive damages, including loss of revenue, loss of data, or loss of business.
  • The service is provided "as is" without warranty of any kind, express or implied.

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by Danish law.

13. Indemnification

You agree to indemnify and hold ViewPaid harmless from any claims, damages, or costs (including legal fees) arising from your use of the service, your violation of these Terms, or your infringement of any third-party rights.

14. Governing Law & Disputes

These Terms are governed by the laws of Denmark. Any dispute that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the courts of Denmark. If you are a consumer in the EU, you may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

15. Changes to These Terms

We may update these Terms. We will notify you by email at least 14 days before material changes take effect. Continued use of the service after that date constitutes acceptance of the updated Terms.

16. Contact

For questions about these Terms, contact us at hello@hastedesk.com.

ViewPaid
CVR 46333934
Denmark