Acceptable use policy

This policy applies to everyone using Attravo’s Shopify apps, services engagements, support chat and help center, AI agents, and website. It forms part of our terms of service, and breaking it is a breach of those terms.

It exists because our apps run inside your storefront, Email Marketing App sends email in your name, and our agents can act on your store. Each deserves clear limits.

You may not:

• Use the Services to violate any law, regulation, or third-party right, including privacy, IP, and consumer protection law.
• Violate Shopify’s Terms of Service, Acceptable Use Policy, or Partner Program requirements.
• Reverse engineer, decompile, or attempt to extract source code from our apps or agents.
• Resell, sublicense, white-label, or repackage our apps or agents as your own.
• Probe, scan, or test the vulnerability of our systems without written authorization, or circumvent rate limits, billing, or plan restrictions.
• Use the Services to send spam, run deceptive promotions, or operate a storefront selling illegal goods.

Our apps display offers, quizzes, cart messaging, sign-up forms, and post-purchase offers to your shoppers under your brand. You are responsible for what they see. You may not use our apps to:

• Display false urgency, fake scarcity, fabricated social proof, or countdowns that reset to manufacture pressure.
• Misstate a discount, an original price, or the value of a bundle.
• Add items to a cart without a clear affirmative action from the shopper, or make removing an item deliberately hard.
• Collect email or phone numbers through a quiz or a sign-up form without disclosing what you will use them for, or contact those shoppers without the consent your jurisdiction requires.
• Present a post-purchase offer as part of the order the shopper has already agreed to, or in any way that obscures that accepting it charges their payment method again.
• Make declining an offer harder than accepting it, hide the decline control, or keep presenting an offer a shopper has already declined.
• Target children, or collect data from anyone you know to be under 16.

You are the controller of your shoppers’ data. Having a lawful basis to collect it, and disclosing the collection in your own store privacy policy, is your responsibility.

Email Marketing App sends your marketing email over a sending network shared across stores, so one store’s bad list can hurt where every other store’s mail lands. When you send with it:

• Email only people who agreed to get marketing email from you. The app mails whoever your store records as subscribed, so never mark someone as subscribed in your store, by hand, by import, or through another app, without their consent.
• Never use purchased, rented, or scraped lists, or addresses collected without consent to marketing.
• Honor every unsubscribe. Do not hide, obscure, or work around the unsubscribe link, and do not subscribe someone again without their fresh consent.
• Never mislead people about who is sending or what an email is. Your From name, reply address, subject line, and preview text must be accurate, your postal address must be real, and a marketing email must never pose as an order or account notice.
• Use flows set as order messages only for messages about an order, such as a cash on delivery confirmation, and never for marketing. They go whatever the person’s marketing consent.
• Comply with the anti-spam and privacy laws where your contacts are, including CAN-SPAM in the United States, the GDPR and ePrivacy rules in the EU and UK, CASL in Canada, Australia’s Spam Act, and similar laws, as well as Gmail’s and Yahoo’s sender rules. Checking whether the places you sell to require double opt-in is your responsibility.
• Do not try to get around a hold, a paused sending domain, or the repair plan, such as by moving to another sending domain or another store.
• Never send phishing, malware, or links meant to mislead people about where they go.

When sending puts the network at risk

The app checks every store’s bounce and spam report rates every hour, over the last 7 days, once at least 500 emails have gone out:

• Warning: spam reports over 0.1% of delivered emails, or bounces over 2% of emails sent. You are told in the app and by email, and nothing stops.
• Critical: spam reports over 0.3%, which is Gmail’s and Yahoo’s limit, bounces over 5%, a blocklist listing your sending domain, or your sending domain being paused. Campaigns and series are held for your store, flows keep running, and the repair plan opens. Sending starts again from the repair plan, to your most engaged contacts first, under a daily cap that widens with each good day.
• A single campaign: a large campaign goes to a small safety batch first and pauses if more than 5% of it bounces or more than 0.3% of it is reported as spam. Any campaign pauses at the same limits while it sends.
• Your sending domain: our sending provider pauses a domain the moment Spamhaus lists it, or when too much of its mail goes to addresses that do not exist. A domain paused for the second reason resumes only once you clean your list and contact us.

Beyond these automatic steps, we may hold your campaigns, pause your store’s sending, or suspend it where your mail puts the shared sending network at risk or breaks this policy. We never move a store to a fresh domain or IP to get around a bad reputation.

Our AI agents read store data and, where you enable it, take actions inside scopes you grant. These rules apply from the day they become available to you.

Your responsibilities

• Review before it ships. Agent output can be wrong or incomplete. Material changes to pricing, merchandising, or customer messaging should be reviewed by a person before they go live.
• Grant the narrowest scope that works. You decide which actions an agent may take without approval. Broad write access is your choice and your risk.
• You own what the agent does. Actions an agent takes under permissions you granted are attributed to you, the same as if your staff had taken them.
• Do not feed it data you have no right to use. Do not connect data sets you lack a lawful basis to process, or upload another party’s confidential information.

Prohibited uses

• Using agents to make decisions about individual people that produce legal or similarly significant effects, including credit, employment, insurance, or housing decisions.
• Using agents to infer or act on sensitive characteristics of shoppers, such as health conditions, sexual orientation, religion, or immigration status.
• Presenting agent output as human-authored professional advice, including legal, medical, tax, or financial advice.
• Attempting to extract system prompts, bypass agent safety limits, or induce an agent to act outside its granted scopes.
• Using our agents to build a competing AI product, or to generate training data for one.
• Generating content that is deceptive, harassing, hateful, or unlawful, or that impersonates a real person or business.

Our support chat is for questions about our products and your work with us. In it, and in our help center and roadmaps, you may not:

• Abuse, harass, or threaten our team.
• Try to make the AI assistant ignore or reveal its instructions, reveal anyone else’s data, or work as a general-purpose chatbot.
• Send malware, or files and content you do not have the right to share.
• Flood the chat, votes, or feature requests, or send them by automated means.
• Pose as another person or another store.

We may close a conversation, limit the chat, or block access for anyone who does.

During a services engagement you grant us scoped access to your tooling. In return:

• Grant access through named accounts with appropriate roles, not shared credentials.
• Do not ask us to take actions that would breach your own obligations to your shoppers, your vendors, or the law.
• Tell us promptly if someone on the engagement should lose access.

We will decline work that would require breaking this policy, Shopify’s rules, or applicable law.

To report a violation, a security issue, or a storefront misusing our apps, email support@attravo.io. Include the store URL and what you observed. We investigate every report and do not retaliate against good-faith reporters.

Where we can, we start proportionate: we contact you and give you a chance to fix the problem. Depending on severity we may also:

• Disable a specific feature or agent capability.
• Hold campaigns, or pause or suspend a store’s email sending.
• Suspend access pending investigation.
• Terminate the app subscription or engagement for material or repeated violations, without refund.
• Report conduct to Shopify or to law enforcement where we are required to, or where there is a risk to people.

Where there is an immediate risk of harm, legal exposure, or system abuse, we may act first and explain afterwards.

Questions about this policy:
Attravo
66 W Flagler Street, Suite 900, Miami, FL 33130, USA
support@attravo.io