Terms of Service

1. Who We Are

SignalCX is operated by USE SIGNAL MARKETING LTD, a company registered in England and Wales (Company No. 16564879), with a registered office at Unit 13 Freeland Park, Wareham Road, Lytchett Matravers, Poole, England, BH16 6FA. References to "we", "us", or "our" mean USE SIGNAL MARKETING LTD.

2. Agreement to Terms

By creating an account or using the SignalCX platform at trysignalcx.com (the "Service"), you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree to these terms, you must not use the Service. If you are using the Service on behalf of a business, you confirm that you have authority to bind that business to these terms.

3. Description of Service

SignalCX is a customer experience platform for ecommerce businesses. The Service includes:

• Shared Team Inbox: A multi-agent inbox for managing customer support emails, with ticket assignment, tagging, priority, and status tracking
• AI Reply Drafting: AI-generated reply suggestions based on conversation history, using your configured team tone
• Macros & Snippets: Saved reply templates and multi-step automation workflows for common support actions
• AI Intelligence Reports: Automated analysis of your support email volume, topic trends, sentiment, and anomalies
• Shopify Integration: Real-time access to customer order history, fulfilment, and tracking from within the inbox. Agents may issue refunds, cancel orders, create draft orders, and update orders — all actions are executed via the Shopify API on your behalf
• Subscription App Integrations: Connections to Recharge, Loop Subscriptions, and Kaching to view and manage customer subscriptions — including pausing, cancelling, skipping, and rescheduling — directly from the inbox
• Team Presence: Real-time visibility of which team members are online and which tickets are being viewed
• Reports & Exports: Downloadable CSV and PDF reports, scheduled email delivery, and trend alerts
• Affiliate Programme: A referral programme allowing users to earn commission on referred subscriptions

Feature availability varies by plan tier. We reserve the right to modify, add, or remove features at any time.

4. Account Registration

• You must be at least 16 years old to create an account
• You must provide accurate, current, and complete registration information
• You are responsible for maintaining the security of your account credentials and for all activity that occurs under your account
• You must notify us immediately of any suspected unauthorised access to your account
• Each account may contain multiple workspaces. Each workspace is subject to its own plan and billing

5. Subscriptions & Billing

• Paid plans are billed on a monthly, annual, or biennial basis depending on the plan you select. Annual plans cover 12 months at the price of 10. Biennial plans cover 24 months at the price of 18.
• All payments are processed securely through Stripe. We do not store your card details.
• Subscriptions renew automatically at the end of each billing period unless cancelled
• You may upgrade or downgrade your plan at any time. Upgrades take effect immediately and are prorated. Downgrades take effect at the next renewal date.
• You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period — you retain access until then.
• Additional workspaces beyond your first may be added at a 50% discount on the applicable plan price
• We reserve the right to change our pricing with at least 30 days' notice to existing subscribers

6. Refund Policy

We offer a 72-hour money-back guarantee from the date of your first payment on any paid plan. To request a refund within this window, contact us at team@signal.marketing.

Outside of this window, refunds are considered at our sole discretion on a case-by-case basis. We are not obligated to provide refunds for partial billing periods, unused features, or annual or biennial plan periods. We will not issue refunds where we have reasonable grounds to believe the Service has been misused or these Terms have been violated.

7. Email Data & Ownership

• You retain full ownership of all email content and customer data you submit to the Service
• By using the Service, you grant us a limited, non-exclusive licence to process your email data solely for the purpose of providing the Service to you
• We do not sell your email data or customer data to any third party
• You are responsible for ensuring you have the appropriate consent and lawful basis to share your customers' email content with us for processing
• Email data is retained according to your plan tier and automatically deleted after the applicable retention period (see our Privacy Policy)

8. Third-Party Integrations

The Service allows you to connect third-party platforms including Shopify and subscription management apps (Recharge, Loop Subscriptions, Kaching). By connecting these integrations:

• You authorise us to access and act on data from those platforms on your behalf, to the extent permitted by your configuration
• You are responsible for ensuring your use of those integrations complies with those platforms' own terms of service
• Actions performed through the Service (such as refunds, order cancellations, or subscription changes) are executed in real-time and may not be reversible. You are responsible for any actions your team takes using these tools.
• We are not liable for errors, delays, or failures in third-party APIs, or for the consequences of actions taken in good faith via those integrations
• You may disconnect any integration at any time from your workspace settings. Upon disconnection, stored credentials are deleted immediately.

9. AI-Generated Content

Reports, insights, and reply drafts generated by SignalCX are produced using artificial intelligence and are provided for informational and productivity purposes only. AI outputs may contain errors, omissions, or inaccuracies. You should review all AI-generated content before acting on it or sending it to customers. We do not guarantee the accuracy, completeness, or suitability of any AI-generated output, and we accept no liability for decisions made based on such output.

10. Acceptable Use

You agree not to use the Service to:

• Violate any applicable law or regulation
• Process or transmit content that is unlawful, harmful, abusive, or fraudulent
• Attempt to gain unauthorised access to any part of the Service or its underlying infrastructure
• Introduce malware, viruses, or other harmful code
• Reverse engineer, decompile, or attempt to extract the source code of the Service
• Resell, sublicense, or redistribute the Service or any part of it without our written consent
• Use automated scripts, scrapers, or bots to access or extract data from the Service
• Circumvent any usage limits, access controls, or security measures
• Use the Service in a way that could damage, overburden, or impair our infrastructure

Violation of these terms may result in immediate suspension or termination of your account without refund.

11. Affiliate Programme

We operate an affiliate referral programme that allows users to earn commission on referred subscriptions. Participation in the affiliate programme is subject to our separate Affiliate Terms, available within the Service. We reserve the right to modify commission rates, payment thresholds, or the programme itself at any time with reasonable notice. We reserve the right to withhold or reverse commissions where we suspect fraudulent referrals or abuse of the programme.

12. Intellectual Property

The Service, including its design, software, brand assets, and all content created by us, is owned by USE SIGNAL MARKETING LTD and is protected by UK and international intellectual property laws. You may not copy, modify, distribute, or create derivative works from any part of the Service without our prior written permission. Your own data and content remain yours.

13. Service Availability & Modifications

We aim to keep the Service available at all times but do not guarantee uninterrupted access. We may carry out maintenance, introduce new features, modify existing features, or discontinue aspects of the Service. Where we make material changes, we will provide reasonable notice where practicable. We are not liable for any loss caused by Service downtime or disruption.

14. Limitation of Liability

To the maximum extent permitted by applicable law:

• USE SIGNAL MARKETING LTD shall not be liable for any indirect, incidental, consequential, special, or punitive damages arising from your use of or inability to use the Service
• We are not liable for any loss of revenue, profits, data, goodwill, or business arising from actions taken via third-party integrations (including Shopify and subscription apps) through the Service
• Our total aggregate liability shall not exceed the total fees you paid to us in the 12 months immediately preceding the event giving rise to the claim

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

15. Disclaimer of Warranties

The Service is provided "as is" and "as available". We make no warranties, express or implied, regarding the Service's fitness for a particular purpose, accuracy of AI outputs, reliability of third-party integrations, or uninterrupted availability.

16. Termination

You may cancel and delete your account at any time from your account settings. We reserve the right to suspend or permanently terminate your access if you breach these Terms, engage in fraudulent activity, or use the Service in a manner that endangers others or the platform. Upon termination, your data will be retained and then deleted in accordance with our Privacy Policy and applicable data retention obligations.

17. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by email or through the Service. Continued use of the Service after the effective date of any changes constitutes your acceptance of the revised Terms. If you do not agree to the revised Terms, you should cancel your account before the changes take effect.

18. Governing Law & Disputes

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales. If you are a consumer in the UK, you may also have access to alternative dispute resolution schemes.

19. Contact

For questions about these Terms, contact us at:

USE SIGNAL MARKETING LTD
Unit 13 Freeland Park, Wareham Road, Lytchett Matravers, Poole, England, BH16 6FA
Company No. 16564879
Email: team@signal.marketing