Terms of Service

Acceptance of Terms

By accessing or using RetentionLab at retentionlab.ai or app.retentionlab.ai, you confirm that you are at least 18 years old, have the legal authority to enter into this agreement on behalf of your business, and agree to these Terms of Service in full.

If you are using the Service on behalf of a company or other legal entity, you represent that you have the authority to bind that entity to these terms. If you do not have such authority, you must not use the Service.

Description of Services

RetentionLab provides retention intelligence software for Shopify brands. The Service includes:

• Cohort retention analysis and visualization
• At-risk customer identification and segmentation
• DTC benchmark comparisons using aggregated industry data
• Win-back campaign recommendations and drafting tools
• Channel attribution and revenue impact analysis (Growth plan)
• AI-powered campaign automation (Agent plan)

We reserve the right to modify, suspend, or discontinue any feature of the Service at any time with reasonable notice to subscribers.

Accounts and Access

To use RetentionLab you must create an account and connect at least one Shopify store. You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activity that occurs under your account
• Notifying us immediately of any unauthorized use at insights@retentionlab.ai
• Ensuring that your account information remains accurate and current

We reserve the right to suspend or terminate accounts that we reasonably believe are being used fraudulently or in violation of these terms.

Data Collection and Use

By connecting your Shopify store, you authorize RetentionLab to access and process the following data:

• Order history and transaction records
• Customer names, email addresses, and purchase behavior
• Order frequency, recency, and lifetime value metrics

We do not access your product inventory, pricing, payment card information, or any data beyond what is necessary to provide the Service.

You retain full ownership of your store data at all times. Upon cancellation, your data is deleted from our systems within 30 days. You may request immediate deletion by contacting privacy@retentionlab.ai.

For detailed information about how we handle your data, please review our Privacy Policy and Data Processing Agreement.

Payment and Billing

RetentionLab offers the following subscription plans:

• Launch Plan — $99/month or $949/year
• Growth Plan — $499/month or $4,789/year
• Agent Plan — Enterprise pricing, billed monthly with a percentage of recovered revenue

All payments are processed securely through Stripe. By subscribing, you authorize us to charge your payment method on a recurring basis according to your selected plan.

Annual plans are billed in full at the start of each billing period. Monthly plans are billed on the same calendar date each month. If your billing date falls on a day that doesn't exist in a given month, you will be billed on the last day of that month.

We reserve the right to change our pricing with 30 days advance notice to active subscribers. Price changes will not affect your current billing period.

Acceptable Use

You agree to use RetentionLab only for lawful purposes and in accordance with these terms. You must not:

• Use the Service to send spam, unsolicited communications, or harass customers
• Attempt to reverse engineer, decompile, or extract source code from the Service
• Use automated tools to scrape, crawl, or extract data from the Service
• Share your account credentials or allow unauthorized parties to access your account
• Use the Service in any way that could damage, disable, or impair our infrastructure
• Misrepresent yourself or your business when using the Service
• Use the Service to violate any applicable laws or regulations

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

Intellectual Property

RetentionLab and its original content, features, and functionality are owned by us and are protected by applicable intellectual property laws. Our trademarks, logo, and brand assets may not be used without our prior written consent.

You retain ownership of all data you provide to or generate through the Service. By using the Service, you grant us a limited, non-exclusive license to process your store data solely for the purpose of providing the Service to you.

Any feedback, suggestions, or ideas you provide to us about improving the Service may be used by us without obligation to compensate you.

Limitation of Liability

RetentionLab is provided "as is" without warranties of any kind, express or implied. We do not warrant that the Service will be uninterrupted, error-free, or completely secure.

We are not responsible for the accuracy of retention benchmarks, campaign performance predictions, or revenue recovery estimates. These are based on historical data and industry averages and do not guarantee future results.

We are not liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, data, or business opportunities, even if we have been advised of the possibility of such damages.

Termination

You may cancel your subscription at any time from your account dashboard. Cancellation takes effect at the end of your current billing period — you will retain access until then.

We may suspend or terminate your account immediately if:

• You breach any provision of these terms
• We are required to do so by law
• Your payment fails and is not resolved within 7 days
• We reasonably believe your use of the Service poses a security risk

Upon termination, your right to use the Service ceases immediately. We will delete your store data within 30 days of termination unless legally required to retain it.

Changes to Terms

We reserve the right to modify these Terms of Service at any time. When we make material changes, we will notify you by email at least 14 days before the changes take effect.

Your continued use of the Service after changes take effect constitutes acceptance of the updated terms. If you do not agree to the updated terms, you must cancel your subscription before the changes take effect.

The most current version of these terms is always available at retentionlab.ai/terms. The "Last updated" date at the top of this page reflects when the most recent changes were made.

Governing Law and Contact

These Terms of Service are governed by the laws of the United States. Any disputes arising from these terms or your use of the Service shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association.

If you have questions about these terms or need to reach our legal team, please contact us at:

• Email: insights@retentionlab.ai
• Website: retentionlab.ai