About these terms
These terms are an agreement between you and Wishdoor of Elahi 9/2B, Surma R/A, Akhalia, Sylhet 3100, Bangladesh, the company behind WishSupport ("we", "us"). They cover your use of WishSupport: the website at wishsupport.app, the portal at portal.wishsupport.app, the documentation at docs.wishsupport.app, the client API at api.wishsupport.app and the WishSupport React SDK.
By creating an account, buying a plan or using any part of the service, you agree to these terms, our Privacy policy and our Refund policy. If you use WishSupport on behalf of a company, you confirm that you can accept these terms for it, and "you" means that company.
WishSupport is built for businesses and developers. If you are a consumer, nothing in these terms takes away the rights the law gives you.
The service
WishSupport is a help desk for developers and teams who build Shopify apps. It gives you one support inbox for all of your apps:
- You create a space for each app and invite your team members to it.
- You connect each app to its space with an API key, through the client API or the React SDK.
- Your app's merchants open tickets and send messages and attachments from inside your app, and your team answers them in the portal.
- WishSupport emails your team and your merchants about new tickets and unread messages, and keeps an audit log of the administrative actions taken in each space.
Your account and your team
- Give accurate details when you sign up and keep them up to date. You must verify your email address before you can create or join a space.
- Keep your password safe. You are responsible for what happens under your account. Tell us at once at wishdoor25@gmail.com if you think someone else has used it.
- Each person needs their own account. Team members join a space by invitation, or by a join request the owner approves.
- The account that creates a space is its owner, permanently: ownership cannot be transferred and the owner cannot be removed. The owner controls the space's settings, members and API keys, and the plan that covers it, and is responsible for what the team does in it.
Connecting your apps
- API keys belong to a space. Keep them secret: anyone who holds a key can act for that space. The owner can revoke a key at any time, and the revocation takes effect at once.
- Your app tells WishSupport which shop is writing in. You are responsible for identifying each merchant correctly, from your own authenticated session, so that no merchant can see another merchant's conversations.
- Stay within the API's published rate limits and don't try to get around them.
Your content and your merchants' data
You own the content you and your merchants put into WishSupport: tickets, messages, attachments, and the details your app sends about each merchant (shop domain, shop name, requester name and email, and the merchant's plan in your app). You give us permission to host, process, transmit and display that content only as needed to run the service for you.
For your merchants' personal data, you are the controller and we process it on your behalf, as our Privacy policy explains. You are responsible for having a lawful basis to send it to us, and for telling your merchants in your own privacy policy that you use WishSupport to handle support.
Two things work differently from many tools, on purpose:
- Deletion is soft. A deleted message stays in the conversation as a tombstone showing who deleted it, and deleted tickets and spaces are kept rather than erased. This keeps an honest record of who said what.
- Attachments are stored at public links. Each link is long and unguessable, but anyone who has it can open the file without signing in. Don't use attachments for passwords, payment card details or other data that needs access control.
Acceptable use
You must not use WishSupport to:
- break the law or anyone's rights, including their privacy and intellectual property rights;
- send spam, phishing, malware or fraudulent content;
- reach another account's, space's or shop's data, or test, probe or bypass our security, authentication or rate limits;
- disrupt or overload the service, or interfere with anyone else's use of it; or
- resell the service or copy it to build a competing product without our written agreement, or reverse engineer it except where the law allows.
We may remove content, or limit access, that breaks these rules.
Plans and limits
Every new account starts on the free Solo plan. The paid plans are Starter, Pro and Enterprise. Each plan caps the spaces you own, the team members across them besides you, and the support requests your spaces receive each month. Every plan includes every feature. The current limits and prices are on our pricing page.
- A support request starts when a merchant opens a ticket, or comes back to one that was closed, archived or inactive for 7 days. Requests are counted per calendar month in UTC, and deleting a ticket does not give its request back.
- Over the monthly request limit, merchants are never turned away. New requests are held: they arrive, but the requester's details are hidden and your team cannot reply until the request is released. Your team releases held requests against the month's remaining allowance, for example after an upgrade or when a new month starts. Nothing is released automatically.
- Over a space or team cap, nothing is deleted. After a downgrade, or when a cancelled plan ends, the spaces and team members beyond the new caps are frozen, newest first. A frozen space is read-only for its owner and hidden from its members; its API key keeps working and its new requests are held. A frozen team member loses access to your spaces but keeps their memberships. You choose what to unfreeze, within your plan's caps.
Payment, Paddle and renewals
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle collects payment, issues invoices, handles sales tax and VAT, and deals with chargebacks. When you buy a plan you also agree to Paddle's Buyer Terms, and Paddle handles your payment details under Paddle's Privacy Policy.
- Prices. Paid plans are billed monthly or annually, in US dollars, at the price shown when you buy. Paddle adds any sales tax or VAT that applies.
- Automatic renewal. A subscription renews at the end of each billing period for the same length of period, and Paddle charges your payment method each time until you cancel.
- Free trials. A paid plan may start with a free trial. A card is required, Paddle runs the trial, and Paddle charges the card when the trial ends unless you cancel before then. Each account can have one free trial.
- Changing plan. You can upgrade or downgrade at any time from the Billing page in the portal; the new limits apply as soon as Paddle confirms the change. Paddle prorates it: an upgrade charges the difference for the rest of the current period straight away, and a downgrade credits the unused part to your future invoices. A change made during a free trial is not charged.
- Failed payments. If a payment fails, your account is locked until it is paid: your spaces become read-only and new requests are held, though merchants can still write in. If Paddle cannot collect the payment, the subscription ends and your account moves to Solo.
- Price changes. We may change our prices. A new price applies to an existing subscription only from a billing period that starts after we have told you about it, and you can cancel before then.
- Your payment method and invoices are managed in Paddle's customer portal, linked from the Billing page.
Cancellation and refunds
You can cancel a paid plan at any time from the Billing page. Cancelling stops future renewals. You keep the paid plan until the end of the period you have paid for, and your account then moves to Solo: your spaces, tickets and team stay, and whatever exceeds Solo's limits is frozen, not deleted. If you cancel during a free trial, you are not charged.
Refunds are covered by our Refund policy: the first charge for a paid plan can be refunded within14 days, and renewals are not refundable.
Suspension and closing your account
We may suspend or close your account, or a space, if you materially breach these terms, do not pay, put the service or other customers at risk (for example through fraud or a security threat), or repeatedly break the acceptable use rules, or if the law requires us to. Where it is reasonable, we will warn you first and give you a chance to put things right.
You can stop using WishSupport at any time. The portal does not offer self-service account deletion yet: to close your account, cancel any paid plan, then email wishdoor25@gmail.com from the address on the account. What we keep afterwards is set out in our Privacy policy.
Our intellectual property
WishSupport, including its software, design, documentation and brand, belongs to us or our licensors. While you use the service under these terms, we give you a limited, non-exclusive, non-transferable right to use it for your business, and to use our documentation and SDK to connect your apps to it. If you send us feedback, we may use it without any obligation to you.
Availability and changes to the service
We work to keep WishSupport running and your data safe, but we provide the service "as is" and "as available". We do not promise that it will be uninterrupted or error-free, and we do not offer an uptime commitment.
Email alerts help your team and your merchants notice new messages, but their delivery is not guaranteed: an alert can arrive late or not at all. Don't rely on email as the only way to see new tickets.
We improve WishSupport over time and may change, add or remove features. If a change materially reduces what a paid plan includes, we will tell you before it takes effect. To the extent the law allows, we exclude all implied terms, such as satisfactory quality and fitness for a particular purpose.
Liability
- Nothing in these terms limits liability that the law does not allow to be limited, including for death or personal injury caused by negligence, or for fraud.
- We are not liable for loss of profits, revenue, business, goodwill or data, or for any indirect or consequential loss.
- Otherwise, our total liability to you for all claims arising in any 12-month period is limited to the greater of the fees you paid for WishSupport in that period and 100 US dollars.
Claims about your content
If someone makes a claim against us because of your content, the merchant data you sent us, or your breach of these terms or the law, you will cover our reasonable costs of dealing with it, including legal fees. We will tell you about the claim promptly and let you take part in its defence.
Changes to these terms
We may update these terms. We will post the new version here with a new "Last updated" date and, for material changes, tell you by email or in the portal before they take effect. If you keep using WishSupport after a change takes effect, the updated terms apply; if you don't agree with them, you can cancel before then.
Governing law and general terms
These terms are governed by the laws of Bangladesh, and the courts of Bangladesh have exclusive jurisdiction over any dispute about them. If you are a consumer, you keep the protection of the mandatory laws of the country where you live, and you may also bring proceedings in your local courts.
If any part of these terms is found unenforceable, the rest still applies. If we do not enforce a right straight away, we can still enforce it later. You may not transfer your rights under these terms without our agreement.
Contact
Wishdoor, Elahi 9/2B, Surma R/A, Akhalia, Sylhet 3100, Bangladesh. Email: wishdoor25@gmail.com. For a question about a charge or an invoice, you can also contact Paddle through paddle.net.