Counterhand Terms of Service

Last updated November 5, 2026

These terms govern use of the Counterhand app ("the App") provided by Rune Works LLC ("we", "us") to Shopify merchants ("you"). By installing the App you agree to them.

What the App does

The App answers your customers' order questions by email, text, phone and social direct messages using an AI assistant that follows the policies you configure. The AI drafts and, if you enable automatic mode, sends replies. It stages refunds, cancellations and returns for your staff to complete in Shopify; it never moves money itself.

Your responsibilities

• You are responsible for the policies you enter and for reviewing the App's replies. In Assist mode nothing is sent without your approval; in Auto mode you accept that replies within your policies are sent automatically.
• You must have the right to contact customers on each channel you connect. For text messages you are responsible for obtaining consent that satisfies the TCPA and carrier rules; the App provides an opt-in page and honours STOP, but consent is yours to collect.
• You must not use the App to send marketing, to harass anyone, or in violation of Shopify's or any channel provider's terms.

Fees

Plans are billed through Shopify's billing system at the prices shown in the App, with a free trial. Usage beyond plan limits is billed as shown in the App. You can cancel at any time by uninstalling; charges already incurred are not refunded.

AI limitations

The assistant can make mistakes. It is designed to only promise what your policies allow and to escalate anything uncertain, but you should review conversations and we recommend running in Assist mode for at least the first week. We are not liable for commitments made to customers that you did not review.

Availability and support

We aim for the App to be available at all times but do not guarantee uninterrupted service. Support is by email at support@counterhand.io, with a response within one business day.

Liability

To the fullest extent permitted by law, our total liability to you for any claim arising from the App is limited to the fees you paid us in the three months before the claim. We are not liable for indirect or consequential damages.

Changes and termination

We may update these terms with notice in the App. Either of us may end the agreement at any time; you by uninstalling, us by giving notice. Sections on fees, liability and data survive termination.

Governing law

These terms are governed by the laws of the State of Oklahoma, USA.

Contact

Rune Works LLC · support@counterhand.io