Acceptable use policy.

This document was last updated on 31 July 2026. Where this revision makes a material contractual change, that change takes effect on 14 August 2026. Until then the previous version governs the point it changed. Corrections that only make an existing practice clearer — naming a provider more precisely, describing a capability that is switched off — describe what is already true and are not held back to that date.

Sending from Retrics is unavailable in this release. Direct email to your customers, SMS, WhatsApp, scheduled delivery and the Klaviyo audience handoff are all switched off in code; no plan, setting, account connection or onboarding step turns them on. Where this document describes those channels, it describes a capability that is built and dormant, not one operating today. What is available is the campaign-safe CSV export: you download the frozen audience — with your global control already dropped — and send it from your existing platform.

Retrics also does not draft customer-facing message copy, does not upload any customer list to Google, and does not create, edit, pause or change any advertising campaign. Those are described in place below.

Retrics uses read-only base Shopify scopes to compute retention and lifecycle analytics and to rank the next retention move; you write the message. If you explicitly enable Shopify loyalty rewards, a separate write_discounts grant is used solely to create requested discount codes; Retrics does not write orders, themes, or checkout. You remain the sender of record: you decide whether to act, approve the audience, channel, and message, and export it to your own tool. Sending from Retrics is unavailable in this release, so today every campaign leaves through that export and is delivered by the platform you send it from — which makes you the sender in fact as well as in name.

Because you send, you own the responsibilities that come with sending. This policy sets out what you may not do with Retrics, and what you must do to stay on the right side of the law when you send the campaigns you write to the audiences we help you build.

• Spam and unlawful outreach.Don’t use Retrics to prepare unsolicited or unlawful messages, or to build an audience for them. Every campaign you prepare in Retrics and send through your chosen platform must comply with the anti-spam and privacy laws that apply to you and your recipients — including CAN-SPAM (US), CASL (Canada), and GDPR/ePrivacy consent rules (EU/UK). That means a lawful basis to contact each recipient, accurate sender and subject information, and a working unsubscribe path.
• Unlawful, infringing, or harmful data.Don’t upload, connect, or process data you have no right to use, data that infringes someone else’s rights, or content that is illegal, deceptive, or designed to harm. Don’t connect a store or customer records you don’t own or aren’t authorized to manage.
• Reverse engineering.Don’t decompile, disassemble, scrape, or otherwise attempt to derive the source code, models, or underlying methodology of Retrics, except to the narrow extent that applicable law permits and cannot be waived.
• Reselling or sublicensing.Don’t resell, rent, sublicense, or provide Retrics as a service to third parties, and don’t share your workspace credentials to give others access outside your organization.
• Rate limits and load.Don’t exceed the rate limits or usage boundaries of Retrics or of Shopify’s APIs, and don’t overload, probe, or interfere with the service, its infrastructure, or other customers’ use of it.
• Circumventing billing.Don’t attempt to bypass, falsify, or manipulate metering, plan limits, trials, or the Shopify billing that governs your subscription.

• Consent and lawful basis. You are responsible for having a lawful basis and, where required, valid consent to contact each customer you reach through a campaign you send. Retrics does not establish consent on your behalf and cannot verify the marketing permissions behind your customer list.
• Honoring opt-outs and preferences.You must honor unsubscribe requests and suppression lists promptly, and keep your Shopify customer data — including marketing consent and opt-out status — accurate, so the audiences Retrics builds for you reflect who you may actually contact.
• Content you write.You are responsible for the content of every message you write, approve, and send, including any claims, offers, and disclosures in it. Retrics does not write it for you, and it does not send it for you — it builds and exports the audience you approved, and you deliver the message through your own platform.
• Applicable law.You’re responsible for complying with the laws that apply to your business and your customers — consumer-protection, advertising, and data-protection law included.

Retrics processes Shopify data under Shopify’s protected customer data requirements, uses it only to provide the service, and honors Shopify’s mandatory customer- and shop-redaction webhooks. You must not use Retrics to work around those protections or to extract customer data for purposes outside your use of the product.

If you believe someone is misusing Retrics, or you’ve received a message you think was sent in violation of this policy, tell us at legal@retrics.ai. We investigate credible reports.

If your use of Retrics violates this policy, we may ask you to fix it, throttle or restrict features, suspend your workspace, or — for serious or repeated violations, or where required by law — terminate your access. Where the situation allows, we’ll give you notice and a chance to cure; where a violation threatens the platform, other customers, or people’s rights, we may act first and explain after.

Suspension or termination under this policy doesn’t entitle you to a refund of fees already billed. This policy is part of, and read together with, the Terms of Service.

Questions about acceptable use, or to report abuse: legal@retrics.ai. (Delaware, USA).

Read the terms of service