Terms of Service.

1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Merchant", "you") and NC Digital Limited (Company No. 16413452), trading as OneCampaign ("OneCampaign", "we", "us"), with registered address at 5 Canon Court, Institute St., Bolton, England, BL1 1PZ.

By installing the OneCampaign Shopify app or using any part of the service, you agree to be bound by these Terms. If you do not agree, do not install or use the service.

We may update these Terms from time to time. For material changes, we will provide at least 30 days' notice via email. Your continued use of the service after the notice period constitutes acceptance of the updated Terms.

2. Eligibility

To use OneCampaign, you must:

• Have an active Shopify store in good standing
• Be at least 18 years old or a duly authorised representative of a business entity
• Maintain one OneCampaign account per Shopify store (multiple stores may each have a separate account)
• Have the authority to bind your business to these Terms

3. Description of Service

OneCampaign is a lifecycle email automation system for Shopify. The service evaluates each customer individually and makes personalised sending decisions based on behaviour, consent, engagement history, and configurable merchant guardrails.

Key features include:

• Automated lifecycle intent evaluation (welcome, post-purchase, cart recovery, winback, replenish, cross-sell, review request, rhythm, back-in-stock, broadcast)
• AI-generated email copy using your brand voice and product data
• Simulation mode for shadow-running before live sending
• Full explainability trail for every sending decision

New accounts start in simulation mode by default. OneCampaign does not guarantee email delivery — delivery depends on factors including recipient email provider policies, sender reputation, and content quality.

4. Account and Access

• Installation: OneCampaign is installed via Shopify's OAuth authorisation flow. Installing the app grants OneCampaign access to the Shopify API scopes required to operate the service.
• Team management: Account owners can invite team members with assigned roles (owner, member, viewer). Each role has different permissions. You are responsible for managing team access appropriately.
• Account security: You are responsible for maintaining the security of your Shopify account and any credentials associated with OneCampaign. Notify us immediately if you become aware of unauthorised access.
• API credentials: OneCampaign stores your Shopify API access token securely. If your token is revoked or expires, OneCampaign will disable sending and notify you to re-authorise.

5. Billing and Payment

• Pricing tiers: OneCampaign offers tiered plans based on the number of marketable contacts (Starter at $0/mo through to Enterprise at custom pricing). Current pricing is displayed on our website and in the app.
• Marketable contacts: A "marketable contact" is a customer with an email address, active marketing consent, and no active suppression. You are billed on this count, not your total customer count.
• Shopify App Billing: All charges are processed through Shopify's App Billing system. You authorise charges through your Shopify admin.
• Overages: If your marketable contact count exceeds your plan tier, you have a 7-day grace period to upgrade. If you do not upgrade within the grace period, sending may be paused.
• Refunds: Subscription fees are generally non-refundable. You may downgrade or cancel at any time, effective at the end of your current billing period. In the event of a material service failure attributable to OneCampaign (such as prolonged unavailability not caused by third-party outages), you may request a pro-rata refund for the affected period by contacting hello@onecampaign.io.
• Free tier: The Starter plan (free) includes a "Powered by OneCampaign" footer in all emails. Paid plans remove this branding.

6. Acceptable Use

You agree to:

• Comply with all applicable laws, including CAN-SPAM (for US recipients), UK GDPR, the Data Protection Act 2018, and PECR
• Only send marketing emails to customers who have given valid consent through Shopify's consent mechanism
• Not use purchased, rented, or scraped email lists
• Honour all unsubscribe requests (OneCampaign processes these automatically)
• Not send content that is illegal, fraudulent, defamatory, or promotes hate speech or violence
• Not attempt to circumvent warm-up tiers, sending limits, or deliverability safeguards
• Take responsibility for the accuracy of product claims, pricing, and promotional content in your brand voice settings and broadcast content

Violation of these terms may result in immediate suspension or termination of your account.

7. Sending and Deliverability

• Warm-up tiers: New accounts progress through three warm-up tiers that gradually unlock lifecycle intents. This protects your sender reputation and ensures deliverability from day one.
• Auto-pause: OneCampaign automatically pauses sending if your 7-day rolling bounce rate reaches 4% or your complaint rate reaches 0.2%. You will be notified when auto-pause activates and must resolve the underlying issue before re-enabling sending.
• Dead-letter protection: If a shop experiences repeated processing failures, it is temporarily removed from the processing queue to prevent cascading errors. An admin can restore it once the issue is resolved.
• Quiet hours: You can configure quiet hours during which no emails will be sent. OneCampaign respects these windows for all sending decisions.
• Custom domains: For optimal deliverability, we recommend configuring a custom sending domain. OneCampaign guides you through DNS verification.

8. AI-Generated Content

• Generation: OneCampaign uses AI language models (currently provided by Anthropic) to generate email subject lines and body copy based on your brand voice settings, product data, and each customer's lifecycle context.
• Ownership: You retain ownership of all AI-generated email content produced using your brand data and settings.
• Safeguard warranty: OneCampaign warrants that its content safeguards — including prohibitions on inventing product claims, prices, discounts, or shipping promises, and banned phrase filtering — are applied with reasonable care and skill.
• OneCampaign liability: OneCampaign accepts liability for failures of its own safeguards (for example, if the system generates a fabricated price or discount despite the prohibition on doing so).
• Merchant responsibility: OneCampaign is not liable for content accuracy issues arising from incorrect or incomplete brand voice settings, product data, or configuration provided by you. The AI generates content based on the information you provide.
• Simulation mode: We strongly recommend using simulation mode to review AI-generated emails before going live. Simulation mode runs the full decisioning pipeline without actually sending emails.

9. Discount Codes

• Automated creation: When enabled, OneCampaign creates single-use Shopify discount codes for winback emails. These are real Shopify discounts applied to your store.
• Merchant configuration: You control the discount percentage (5-25%), code prefix, expiry period, and which products or collections the discount applies to.
• Merchant responsibility: You are responsible for honouring all discount codes created by OneCampaign. Codes are created according to the policy you configure.
• Eligibility: Not every winback email includes a discount. The system evaluates discount sensitivity and existing active codes before creating a new one.
• System errors: If a discount code is created with parameters that differ from your configured discount policy due to a system error, you may delete the code via your Shopify admin. OneCampaign will make reasonable efforts to prevent such errors but is not liable for codes that are honoured before the error is identified.

10. Intellectual Property

• OneCampaign IP: The OneCampaign platform, including its software, algorithms, decisioning engine, user interface, and documentation, is owned by NC Digital Limited. These Terms do not grant you any rights to our intellectual property except the limited right to use the service.
• Merchant content: You retain all rights to your brand content, product data, brand voice settings, logos, and any other content you provide to the service.
• License grant: You grant OneCampaign a limited, non-exclusive license to use your content solely for the purpose of providing the service (e.g., generating branded emails, displaying your logo in email headers).

11. Data and Privacy

• Our use of your data is governed by our Privacy Policy and Data Processing Addendum, both of which form part of these Terms.
• Merchant as controller: You are the data controller for your customers' personal data. OneCampaign acts as a data processor, processing customer data on your behalf and according to your instructions (as configured through the service). The specific terms of this processing relationship are set out in the Data Processing Addendum.
• Consent responsibility: You are responsible for ensuring that your customers have given valid consent to receive marketing emails. OneCampaign relies on Shopify's accepts_marketing flag and provides one-click unsubscribe in every email.
• GDPR compliance: OneCampaign supports Shopify's mandatory GDPR webhooks for customer data requests, customer redaction, and shop redaction.

12. Service Availability and Limitations

• Reasonable care and skill: OneCampaign warrants that the service will be provided with reasonable care and skill, consistent with generally accepted industry standards.
• Availability: We will use commercially reasonable efforts to maintain service availability. We do not guarantee any specific level of uptime, but we are committed to minimising downtime and resolving issues promptly.
• Maintenance: We may perform maintenance that temporarily affects service availability. Where possible, we will provide advance notice.
• Suspension: We reserve the right to suspend access to the service for non-payment, violation of these Terms, abuse, or as required by law.
• Exclusions: Except for the warranty of reasonable care and skill stated above, the service is provided "as is" and "as available" without further warranties, whether express or implied.

13. Limitation of Liability

To the maximum extent permitted by law:

• OneCampaign shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of revenue, customers, data, or business opportunity
• OneCampaign shall not be liable for any failure or degradation of email deliverability, including issues caused by changes to recipient email provider policies
• OneCampaign shall not be liable for issues arising from Shopify API changes, Postmark service disruptions, or AI model output
• Our total aggregate liability for any claims arising from or related to the service shall not exceed the total fees you have paid to OneCampaign in the 12 months immediately preceding the claim

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.

14. Indemnification

14.1 Your Indemnification of OneCampaign

You agree to indemnify and hold harmless NC Digital Limited, its officers, directors, and employees from any claims, damages, losses, or expenses (including reasonable legal fees) arising from:

• Email content you configure through your brand voice settings, broadcast content, or product data
• Violations of anti-spam legislation (CAN-SPAM, PECR, or equivalent laws in your jurisdiction)
• Breaches of Shopify's Terms of Service or Acceptable Use Policy
• Claims by your end customers relating to marketing emails sent via OneCampaign
• Your use of the service in a manner that violates these Terms

14.2 OneCampaign's Indemnification of You

OneCampaign agrees to indemnify and hold harmless you, your officers, directors, and employees from any claims, damages, losses, or expenses (including reasonable legal fees) arising from:

• OneCampaign's material breach of its data processing obligations under these Terms or the Data Processing Addendum
• Infringement of third-party intellectual property rights by the OneCampaign platform itself (excluding content generated from your data or settings)
• OneCampaign's own negligence in providing the service

15. Termination

• By you: You may terminate your account at any time by uninstalling the OneCampaign Shopify app from your store.
• By us (with notice): We may terminate your account with 30 days' written notice for any reason.
• By us (immediate): We may terminate your account immediately without notice for material breach of these Terms, including abuse, fraud, or violations of acceptable use.
• Post-uninstall state: Upon uninstall, sending is paused immediately and the Shopify access token is revoked.
• Deletion timing: We delete shop data when required by Shopify compliance webhooks (including shop/redact) and in accordance with applicable law.
• Data export: While the app is installed, you may export your data using the export features available in the dashboard (including customer CSV export and message history). After uninstall and token revocation, dashboard access and export availability may be limited.
• Survival: Sections relating to intellectual property, limitation of liability, indemnification, and governing law survive termination.

16. Governing Law

• These Terms are governed by and construed in accordance with the laws of England and Wales.
• Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
• Before initiating formal proceedings, both parties agree to attempt informal resolution by contacting hello@onecampaign.io and allowing 30 days for a response.
• If informal resolution is unsuccessful, the parties agree to attempt mediation through a mutually agreed mediator before commencing court proceedings.

17. General

• Entire agreement: These Terms, together with our Privacy Policy and Data Processing Addendum, constitute the entire agreement between you and OneCampaign regarding the service.
• Severability: If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
• No waiver: Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.
• Assignment: You may not assign your rights under these Terms without our prior written consent. We may assign our rights and obligations to a successor entity in connection with a merger, acquisition, or sale of all or substantially all of our assets.
• Force majeure: Neither party shall be liable for any failure or delay in performance due to circumstances beyond its reasonable control, including but not limited to acts of God, natural disasters, pandemics, government actions, internet outages, or third-party service failures.

Contact

Questions about these Terms? Contact us at: