Terms of Service

These terms are an agreement between K9 Technologies, the company that operates Support Fabric (“Support Fabric”, “we”, “us”), and the business that creates a Support Fabric account (“you”). They apply to the Support Fabric dashboard, the chat widget, the mobile apps for your team, and your brand’s presence in the StoreBell shopper app.

By creating an account, signing in or using the service you accept these terms. If you accept them for a company, you confirm you are allowed to do so on its behalf. How we handle personal data is described in our Privacy Policy.

• Give accurate details when you sign up and keep them up to date.
• Keep your sign-in details safe. You are responsible for what happens under your account, including what your team members do.
• Tell us straight away if you think someone has accessed your account without permission.

Support Fabric lets you answer customers from one inbox across your website chat, WhatsApp, Instagram, Facebook Messenger, email, StoreBell and other channels, with optional AI replies, order tools and reports. We keep improving the service, so features can change. We will give reasonable notice before removing a feature you rely on.

Your customers’ messages and details belong to you. We process them on your behalf to provide the service, as described in our Privacy Policy. You are responsible for:

• having a lawful basis to message your customers and to collect and use their data;
• telling your customers how you use their data, for example in your own privacy policy;
• following the laws that apply to your business, including consumer, marketing and data protection laws.

When you connect a channel or store (such as WhatsApp, Instagram, Messenger, TikTok, Shopify or WooCommerce) you authorise us to access it as needed to provide the service. You must also follow that platform’s own terms and policies. We are not responsible for changes, outages or restrictions those platforms make, or for actions they take against your account with them.

StoreBell is our app where shoppers find brands, chat with them and order from them. Your brand appears in StoreBell only while you turn on Show on StoreBell in your dashboard.

Licence to show your content. While your brand is listed, you grant us a worldwide, non-exclusive, royalty-free licence to host, copy, display, resize and format the content you provide or connect, so that we can show it in StoreBell and its notifications and let shoppers find you, chat with you and order from you. This includes your brand name, logo, cover image, description and other listing details, your product catalogue (names, images, descriptions, prices and stock), your offers and their images and videos, and the messages you send to shoppers.

We may also show your brand name, logo and listing to promote StoreBell itself, for example in app store screenshots. You can ask us to stop at any time.

You confirm that:

• you own this content or have the rights needed to give us this licence;
• it does not infringe anyone else’s rights, such as trademarks, copyright or privacy;
• your prices, offers and product information are accurate and not misleading;
• you only list products you are allowed to sell, and nothing that is illegal or unsuitable for a general audience.

You keep ownership of your content. The licence ends when you remove the content or turn off Show on StoreBell, apart from copies that already reached shoppers (for example messages in their chat history) and backups we delete on our normal schedule.

Orders. Orders placed through StoreBell are between you and the shopper. You are responsible for confirming them, delivery, payment, returns and customer service. Support Fabric is not the seller.

We may hide or remove a listing, offer or product that breaks these terms, the app store rules, or the law, or that shoppers report as harmful. Where we can, we will tell you why.

AI replies are generated automatically from your knowledge base, store data and settings, and can be wrong. You decide whether to turn them on and what they may do. You are responsible for the replies sent on your behalf, so check your settings and review conversations regularly.

You must not use Support Fabric to:

• send spam or messages to people who have not agreed to hear from you;
• mislead, defraud or harass anyone;
• sell or promote illegal, counterfeit or prohibited products;
• upload content you do not have the rights to;
• attempt to break, overload or get around the security of the service, or access other accounts.

We may suspend accounts that break these rules, and will tell you why where the law allows.

Paid plans and usage are charged as shown in your dashboard’s Billing page when you choose them. Where you use your own AI provider keys, that provider charges you directly. Taxes are added where required.

You can stop using Support Fabric at any time. We may end or suspend your access if you seriously or repeatedly break these terms, or if the law requires it. When your account ends, your StoreBell listing and offers are removed and we delete your data as described in the Privacy Policy.

We work to keep Support Fabric reliable and secure, but the service is provided “as is” and we cannot promise it will always be available or error-free. To the extent the law allows, we are not liable for indirect or consequential losses such as lost profits or lost sales, and our total liability is limited to the amount you paid us in the 12 months before the claim. Nothing in these terms limits liability that cannot be limited by law.

We may update these terms. For significant changes we will notify you in the dashboard or by email before they take effect. If you keep using the service after that, the new terms apply.

These terms are governed by the laws of Pakistan. Any dispute about them or the service will be dealt with by the courts of Pakistan, unless the law of the country where you are based gives you the right to bring it there. Before going to court, contact us so we can try to resolve it together.

Questions about these terms: haris@supportfabric.com.