Skip to content
Confirmly
Request a demo

Terms of Service

Last updated 16 September 2026

1. About these terms

These Terms of Service (“Terms”) govern your use of Confirmly, a Shopify app and its related website and services (together, the “Service”), provided by Frostleaf LLP, a limited liability partnership registered in India (“Frostleaf LLP”, “we”, “us” or “our”).

“You” means the business that installs or uses the Service, and the person accepting these Terms on its behalf. That person confirms they are at least 18 years old and have authority to bind the business. “Customer” means a person who places an order on your Shopify store.

By installing Confirmly, or by using the Service, you agree to these Terms and to the policies they refer to: our Privacy Policy, Data Processing Agreement (“DPA”), Acceptable Use Policy and Refund Policy. If you do not agree, do not install or use the Service.

The Service is for businesses. It is not offered to consumers for personal use.

2. The Service

Confirmly places automated voice calls to your Customers after they place an order on your Shopify store, to confirm the order, check the delivery address and delivery timing, and record the outcome. The calls are made by an AI voice agent that identifies itself as your store’s automated assistant.

Depending on the settings you choose, the Service may:

  • read your orders and the Customer details on them;
  • call Customers in the languages you enable, and retry calls;
  • add tags, notes and status changes to orders in your Shopify admin;
  • capture address corrections for your approval, or apply them automatically if you switch that on;
  • cancel orders, but only if you choose that setting; and
  • keep transcripts of calls and, if you switch recording on, audio recordings.

Calling does not start until you complete setup and switch it on. We may improve, change or remove features over time. If a change materially reduces the Service you have paid for, we will tell you in advance.

3. Your account

  • You need an active Shopify store to use the Service. Your use of Shopify is governed by Shopify’s own terms.
  • You are responsible for everyone who accesses the Service through your Shopify admin, and for keeping that access secure.
  • You must give us accurate information and keep your store’s contact details up to date, because that is where we send notices.

4. Your responsibilities

You are responsible for how you use the Service. In particular:

  • Lawful basis to call. You must only use the Service to call Customers about orders they placed with you, using the phone number they gave for that order. You are responsible for having informed your Customers, for example in your store’s privacy policy, that they may receive a call to confirm their order.
  • Telecom rules. Calls must be transactional or service calls about a Customer’s own order. You must not use the Service for promotional or marketing calls. You must comply with the Telecom Commercial Communications Customer Preference Regulations, 2018 issued by TRAI and any other telecom rules that apply to you.
  • Your settings. Call timing, languages, retries, cancellation, address updates and recording are your choices. You are responsible for the actions taken on your orders under the settings you choose.
  • Recording. Recording is off by default. If you switch it on, you are responsible for making sure Customers are told the call may be recorded and for meeting any consent requirements that apply.
  • Data protection. For your Customers’ personal data, you are the Data Fiduciary and we process it on your behalf, as set out in the DPA. You are responsible for complying with the data protection laws that apply to you, including the Digital Personal Data Protection Act, 2023.
  • Your store and products. You are responsible for your products, prices, order terms, deliveries and your relationship with your Customers. We are not a party to any sale between you and a Customer.
  • Acceptable use. You must follow the Acceptable Use Policy.

5. Credits, pricing and billing

  • Pay as you go. The Service is paid for with credits. There is no monthly fee and no minimum commitment.
  • Price. Connected talk time is charged at 6.5 credits per minute of connected talk time. Credits are sold at ₹1 = 1 credit · $1 = 95 credits, unless the app shows a different price when you buy. The rate, and how talk time is measured and rounded, are shown in the app.
  • What is free. Calls that are not answered, reach a busy line or fail to connect use no credits.
  • Buying credits. Credits are bought through Shopify’s billing system, in your store's billing currency, and appear on your Shopify invoice. Credit prices include GST. We do not receive or store your card or bank details.
  • Free credits. A new store may receive free credits on first install. Free credits are available once per store, have no cash value, cannot be transferred and are not refundable. Reinstalling or creating stores to obtain more free credits is not allowed.
  • Expiry and transfer. Credits do not expire while your store has the app installed. Credits cannot be transferred to another store or exchanged for cash.
  • Low balance. When your balance can no longer cover a minute of talk time, calling pauses until you buy more credits.
  • Price changes. We may change prices. We will give you at least 15 days’ notice before a price increase applies. Credits already bought are used at the rate in force when the call is made.
  • Billing disputes. If you think a charge is wrong, tell us within 30 days of the call. Refunds are covered by our Refund Policy.

6. Data and privacy

We handle personal data as described in our Privacy Policy. When we process your Customers’ personal data to provide the Service, we do so as your Data Processor under the DPA, which forms part of these Terms.

You own your store data. You give us permission to use it to provide, secure and support the Service. We may use aggregated data that does not identify you, your store or any person to operate and improve the Service. We do not sell personal data, and we do not use your Customers’ personal data to train AI models.

7. AI calls and their limits

The calls are made by an AI system. It is designed to follow your settings and to understand Customers accurately, but speech recognition and automated conversations can make mistakes, for example with poor phone lines, background noise, strong accents or unclear answers.

  • You should review orders flagged for your attention, and use the approval settings for address changes and cancellations if you want a person to check them first.
  • Call outcomes, transcripts and summaries are provided to help you decide. They are not a guarantee of what a Customer will do.
  • Any figures we publish about reducing returns (RTO) are estimates. Results depend on your store, products, Customers and settings, and we do not promise any particular result.

8. Availability and support

We work to keep the Service available and reliable, but we do not promise it will be uninterrupted or error-free. Calls depend on telecom networks, Shopify and other third-party services that we do not control. We may carry out maintenance, and we will try to do so at times that cause the least disruption.

Support is available by email at business@frostleaf.co. See the support page for help with common issues.

9. Intellectual property

We own the Service, including the app, the software, the voice agent, our website, the Confirmly name and logo, and everything we create to provide them. While these Terms apply, we give you a limited, non-exclusive, non-transferable right to use the Service for your store.

You must not copy, modify, resell, reverse engineer or build a competing product from the Service. If you send us feedback or suggestions, we may use them without any obligation to you.

10. Suspension and termination

  • By you. You can stop using the Service at any time by uninstalling Confirmly from your Shopify admin. Calling stops when the app is uninstalled.
  • By us. We may suspend or end your access, with notice where reasonably possible, if you breach these Terms or the Acceptable Use Policy, if your use creates legal or security risk, if we receive credible complaints about calls made through your store, or if Shopify or a telecom provider requires it. We may also stop offering the Service with at least 30 days’ notice.
  • Afterwards. Your store’s data is deleted as described in the Privacy Policy and the DPA. Unused credits are handled under the Refund Policy. Clauses that by their nature should continue, including payment, intellectual property, liability, indemnity and governing law, survive.

11. Disclaimer

Except as expressly set out in these Terms, the Service is provided “as is” and “as available”. To the extent permitted by law, we disclaim all other warranties, whether express or implied, including fitness for a particular purpose and that the Service will reduce your returns or increase your sales.

12. Limitation of liability

To the extent permitted by law:

  • we are not liable for any indirect, incidental, special or consequential loss, or for loss of profit, revenue, sales, orders, goodwill or data; and
  • our total liability arising out of or in connection with the Service or these Terms, in any 12-month period, is limited to the amount you paid for credits in the three months before the event giving rise to the claim.

Nothing in these Terms limits liability that cannot be limited under applicable law, including liability for fraud.

13. Indemnity

You will indemnify and hold Frostleaf LLP harmless against claims, penalties, losses and reasonable costs (including legal fees) arising from: your breach of these Terms or the Acceptable Use Policy; calls made through the Service that you were not entitled to make; your settings and the actions taken on your orders under them; or your breach of data protection or telecom law.

14. Changes to these Terms

We may update these Terms. For a material change, we will notify you by email or in the app at least 15 days before it takes effect, unless the change is required sooner by law. If you keep using the Service after the change takes effect, you accept the updated Terms. If you do not agree, you can uninstall the app.

15. General

  • Shopify. Confirmly is an independent app. It is not affiliated with, endorsed by or certified by Shopify Inc. Shopify is a trademark of Shopify Inc.
  • Force majeure. We are not responsible for delays or failures caused by events beyond our reasonable control, including network or telecom outages, changes in law or regulation, and actions of third-party platforms.
  • Assignment. You may not transfer these Terms without our consent. We may transfer them as part of a reorganisation, merger or sale of our business.
  • Entire agreement. These Terms and the policies they refer to are the entire agreement between you and us about the Service. If there is a conflict about personal data, the DPA prevails.
  • Severability and waiver. If any part of these Terms is found unenforceable, the rest remains in effect. Not enforcing a right is not a waiver of it.
  • Notices. We send notices to the email address on your Shopify store or in the app. You can send notices to business@frostleaf.co.

16. Governing law and disputes

These Terms are governed by the laws of India. Before starting formal proceedings, both parties will try in good faith to resolve a dispute by email for at least 30 days. Subject to that, the courts at Surat, Gujarat have exclusive jurisdiction over any dispute arising out of or in connection with these Terms or the Service.

17. Contact

Frostleaf LLP
Email: business@frostleaf.co