Terms of Service.

Agreement & acceptance

These terms form an agreement between you (or the organisation you represent) and Vortex IQ Ltd. By creating an account, accessing the platform, or otherwise using our services, you agree to these terms. If you are accepting on behalf of a company, you confirm you have authority to do so.

Definitions

• Service: the Vortex IQ AI Operating System and related apps, agents, and APIs.
• Customer Data: the store, catalogue, and operational data you connect or upload.
• Account: your registered access to the Service.
• Order: the plan or subscription you sign up for.
• AI Features: any tools, functionalities, or modules within the Service that use artificial intelligence, machine learning, or large language models to process data, automate workflows, or generate content.
• AI Outputs: the text, code, automations, insights, or other materials generated by AI Features in response to your inputs or platform triggers.
• Training Data: data, including your inputs and historical platform usage, used to train, fine-tune, or improve AI Features.

The service

Vortex IQ provides AI agents that detect, explain, and fix issues across your commerce stack, working with platforms such as Shopify Plus, BigCommerce, and Adobe Commerce. We may update, improve, or change features over time, and we aim to give reasonable notice of material changes.

Accounts & eligibility

You must provide accurate registration details, keep your credentials secure, and be responsible for activity under your account. The Service is intended for business use by organisations and the people they authorise. You are responsible for your team's use of the platform.

Acceptable use

When using the Service, you agree not to:

• Break the law, infringe others' rights, or upload harmful or malicious content.
• Reverse engineer, resell, or misuse the platform beyond your plan.
• Interfere with security, attempt unauthorised access, or overload the Service.

Acceptable use & rate limiting of AI Features

Access to AI Features is subject to fair use. We may limit the number of API calls, queries, or automations processed by AI Features to protect platform stability and keep capacity fair across customers. If you exceed reasonable usage thresholds, we may temporarily throttle access or ask you to move to a dedicated capacity tier.

Subscriptions, fees & billing

Paid plans are billed in advance on the cycle set out in your Order. Unless stated otherwise, fees are non-refundable and exclusive of taxes. Subscriptions renew automatically unless cancelled before the renewal date. We may adjust pricing with reasonable notice. Current plans are on our pricing page.

Prices are shown and charged in pounds sterling (GBP, £) for customers located in the United Kingdom, and in US dollars (USD, $) for customers located anywhere else. The currency displayed is determined by your location at the time you access the site, and the currency of your Order applies for the duration of that subscription term.

Customer data & ownership

You own your Customer Data. You grant us the limited rights needed to operate the Service and run the AI agents on your behalf. We process personal data within Customer Data as your processor under our Data Processing Agreement and our Privacy Policy.

Data training & ring-fencing

Your Customer Data, including transactional data, inventory records, and other proprietary inputs, is ring-fenced and used only to train or fine-tune the AI Features operating within your own instance. We do not use identifiable Customer Data to train our foundational models or share it with other customers. We may use aggregated, anonymised usage metrics to improve the Service generally. See our Privacy Policy for how we handle personal data.

Vortex IQ intellectual property

The Service, including our software, models, designs, and brand, is owned by Vortex IQ and its licensors. These terms grant you a limited, non-exclusive, non-transferable right to use the Service. They do not transfer ownership of any Vortex IQ intellectual property to you.

Intellectual property in AI Outputs

As between us, and subject to your compliance with these terms, you own the AI Outputs generated through your use of the Service. We retain all intellectual property rights in the underlying AI Features, models, algorithms, and the wider Vortex IQ Platform. AI Outputs may not be unique to you: similar outputs generated for other customers do not infringe your rights.

Third-party services

The Service connects to third-party platforms and tools you choose to integrate, such as your commerce platform and other apps. Your use of those services is governed by their own terms, and we are not responsible for them. You are responsible for the integrations you enable.

Third-party AI sub-processors

AI Features may rely on processing provided by external AI providers (for example OpenAI, Anthropic, or Google). The availability, latency, and performance of AI Features depend on these providers continuing to operate. We are not liable for downtime, degraded service, or processing failures directly caused by a third-party AI provider.

Warranties & disclaimers

We work hard to keep the Service reliable, but it is provided “as is” to the extent permitted by law. AI agents make recommendations and take actions based on available data; you remain responsible for reviewing outcomes that materially affect your business. We do not warrant the Service will be uninterrupted or error-free.

AI output responsibility

AI and machine learning models are probabilistic and may occasionally produce inaccurate, inconsistent, or anomalous outputs (“hallucinations”). We make no representation or warranty as to the accuracy, reliability, or suitability of AI Outputs. You are responsible for reviewing and approving AI Outputs before using them in a live e-commerce environment.

Limitation of liability

To the maximum extent permitted by law, neither party is liable for indirect or consequential losses, and our total liability is capped at the fees you have paid for the Service. Nothing in these terms limits liability that cannot be excluded under law.

Automated actions & algorithmic liability

You may configure AI Features to automatically take actions affecting your store, including dynamic pricing, inventory management, and marketing campaigns. You assume the risk of that automated decision-making, and this cap applies in full to any loss of revenue, loss of profit, stockouts, or incorrect public pricing resulting from automated rules or AI Outputs.

Indemnification

You agree to cover reasonable claims arising from your misuse of the Service, your Customer Data, or your breach of these terms. We will likewise stand behind the Service against valid third-party claims that it infringes their intellectual property, subject to the limits in these terms.

Term & termination

These terms apply while you use the Service. Either party may end the agreement as set out in your Order or for material breach. On termination, your right to use the Service stops and we will make Customer Data available for export for a limited period before deletion in line with our retention practices.

Governing law

These terms are governed by the laws of England & Wales, and the courts of England & Wales have exclusive jurisdiction over any dispute, unless mandatory local law provides otherwise.

Changes

We may update these terms as the product and the law evolve. When we make material changes we will update the date above and, where appropriate, notify you. Continued use of the Service after changes take effect means you accept the updated terms.

Contact

Questions about these terms? We are happy to help: the details are in the block below.