Terms of Service
Effective date: July 24, 2026
1. Acceptance of terms
These Terms of Service ("Terms") govern access to and use of TicketLens ("TicketLens," "we," "us," or "our"), including the Shopify embedded app and related websites and services (collectively, the "Service").
By installing, accessing, or using TicketLens, you agree to these Terms on behalf of yourself and the merchant business you represent. If you do not agree, do not install or use the Service.
2. Description of TicketLens
TicketLens connects Shopify order, line-item, and SKU information with Gorgias support-ticket data. The Service provides reporting, attribution, and operational insights such as SKU-level product issue reports, ticket rates, issue trends, repeat-contact risk, estimated support cost, and related alerts.
TicketLens does not guarantee that all ticket-to-order or SKU matches are complete or error-free. Matching depends on the quality and availability of data in your connected systems. Merchants remain responsible for validating business decisions and customer-support actions based on TicketLens outputs.
3. Eligibility and merchant authority
You represent that you are authorized to bind the merchant business that installs and uses TicketLens, and that you have lawful authority to connect and process data from Shopify and Gorgias for that business.
You must comply with applicable laws, Shopify's terms, and Gorgias's terms when using the Service.
4. Shopify and Gorgias account requirements
TicketLens requires an active Shopify store and, for support-ticket features, a connected Gorgias helpdesk. You are responsible for:
- Maintaining valid Shopify and Gorgias accounts and credentials
- Granting and managing the permissions TicketLens needs to operate
- Ensuring your use of those platforms is permitted under their respective terms and policies
TicketLens is not affiliated with Shopify or Gorgias except as a third-party integration. Disruptions, API changes, or account issues on those platforms may affect TicketLens functionality.
5. Merchant responsibilities
You are responsible for:
- Providing accurate store, plan, and connection information
- Having a lawful basis to process customer and support data through TicketLens
- Reviewing TicketLens reports and alerts before acting on them
- Keeping your Shopify billing and Gorgias connection in good standing
- Controlling who in your organization can access the Shopify admin and TicketLens
6. Acceptable use
You agree not to:
- Use TicketLens for unlawful, deceptive, or abusive purposes
- Attempt to access data or systems you are not authorized to access
- Interfere with the Service, including by overloading, scraping beyond permitted API use, or reverse engineering except where allowed by law
- Misrepresent TicketLens outputs as guaranteed or complete matches when they are not
- Resell, sublicense, or provide the Service to third parties except as expressly permitted by us in writing
7. Subscription fees and billing
TicketLens is offered on a paid subscription basis. Charges are handled through Shopify billing. Subscriptions renew according to the plan and billing interval shown in Shopify when you subscribe or change plans.
Plan names, prices, included features, and billing intervals are presented in TicketLens and/or Shopify at the time of purchase. Fees already incurred are generally non-refundable except where required by law or explicitly stated at purchase.
8. Free trials
TicketLens may offer a free trial for eligible plans. Trial length and eligibility are shown in TicketLens and/or Shopify when you start a subscription. When a trial ends, billing continues under the selected plan unless you cancel according to the available controls before charges apply, subject to Shopify billing rules.
9. Cancellation and access after cancellation
Merchants can cancel according to the controls available through TicketLens or Shopify. Cancellation timing, remaining access for the current billing period, and any continued charges are governed by Shopify billing rules and the plan terms shown at purchase.
After cancellation or uninstall, access to TicketLens features may end. Data deletion and retention after uninstall are described in our Privacy Policy.
10. Data access and processing
To provide the Service, TicketLens processes merchant store, order, product/line-item, and support-ticket data from Shopify and Gorgias, as authorized by you. Processing is limited to operating TicketLens features such as linkage, attribution, reporting, and alerts.
TicketLens does not sell customer data and does not use customer data for advertising. More detail on collection, retention, deletion, and merchant responsibilities appears in the Privacy Policy.
11. Privacy Policy
Our Privacy Policy explains how TicketLens collects, uses, retains, and deletes data. By using the Service, you also acknowledge that policy.
12. Third-party services
TicketLens relies on third-party services to operate, including Shopify (app platform, authentication, and billing), Gorgias (merchant-connected support data), and hosting/database providers. Your use of those services remains subject to their own terms and privacy policies. We are not responsible for third-party outages, policy changes, or account actions outside our control.
13. Intellectual property
TicketLens and its software, branding, documentation, and related materials are owned by TicketLens or its licensors. These Terms do not transfer ownership of any intellectual property to you.
You retain rights in your store data and content. You grant TicketLens a limited license to process that data solely to provide and improve the Service as described in these Terms and the Privacy Policy.
14. Confidentiality
Each party may receive non-public information from the other in connection with the Service. Recipients will use reasonable care to protect that information and use it only as needed to perform under these Terms, except where disclosure is required by law or the information is already public through no fault of the recipient.
15. Service availability and changes
We aim to keep TicketLens available and useful, but we do not guarantee uninterrupted or error-free operation. Features may change as we improve the Service. We may modify, suspend, or discontinue parts of TicketLens with reasonable notice when practical, including when required by platform changes from Shopify or Gorgias.
16. Disclaimers
THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, TICKETLENS DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
Without limiting the foregoing, TicketLens does not warrant that ticket-to-order or SKU attribution will be complete, accurate, or suitable for any particular business decision, inventory action, or customer-support response.
17. Limitation of liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, TICKETLENS AND ITS AFFILIATES, OFFICERS, EMPLOYEES, AND AGENTS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS OPPORTUNITY, ARISING FROM OR RELATED TO THE SERVICE OR THESE TERMS, WHETHER BASED IN CONTRACT, TORT, OR ANY OTHER THEORY, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY FOR ALL CLAIMS ARISING OUT OF OR RELATED TO THE SERVICE OR THESE TERMS WILL NOT EXCEED THE AMOUNTS YOU PAID TO TICKETLENS FOR THE SERVICE DURING THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM.
18. Indemnification
You will defend, indemnify, and hold harmless TicketLens and its officers, employees, and agents from and against claims, damages, losses, and expenses (including reasonable attorneys' fees) arising out of or related to: (a) your use of the Service; (b) your Shopify or Gorgias data and how you obtained authority to process it; (c) your violation of these Terms or applicable law; or (d) disputes between you and your customers or other third parties.
19. Termination
You may stop using TicketLens at any time by canceling your subscription and/or uninstalling the app through Shopify.
We may suspend or terminate access if you breach these Terms, if required by Shopify or law, or if continuing to provide the Service is no longer commercially reasonable. Provisions that by their nature should survive termination (including intellectual property, disclaimers, limitation of liability, and indemnification) will survive.
20. Governing law
These Terms are governed by the laws applicable to TicketLens as the provider of the Service, without regard to conflict-of-law rules, except where mandatory consumer or local laws require otherwise. Courts with jurisdiction over disputes involving TicketLens may hear claims arising from these Terms, subject to those mandatory protections.
21. Changes to these terms
We may update these Terms from time to time. Material changes will be posted on this page with an updated effective date. Continued use of TicketLens after changes take effect constitutes acceptance of the updated Terms, except where applicable law requires a different process.
22. Contact information
Questions about these Terms or TicketLens: