Floorwalk AI terms of service

Last updated 12 October 2026

1. The service

Floorwalk AI is an AI customer service app for online retailers ("the service"). It answers your customers by website chat and email, using your Shopify orders, products and the rules you set in its rulebook, and passes conversations to your team when it should. These terms are between Ben Buck, a sole trader in the United Kingdom trading as Floorwalk AI ("we", "us"), and the business that installs it ("you"). By installing the app or using its console you agree to them.

2. Charges

• There is no monthly fee. Your first 50 resolved conversations are free.
• After that we charge $0.39 for each resolved conversation, and $0.33 for each one above 2,000 in a calendar month. A conversation is resolved when the AI handled it without passing it to your team and the customer hasn't come back to it within 72 hours.
• Not charged: conversations passed to your team, conversations the customer reopens within 72 hours, set-up, and test chats your team runs.
• On Shopify, all charges are made through Shopify Billing and appear on your Shopify invoice. You approve a monthly limit in Shopify before anything is charged, and charges never go above it. When the limit is reached, new conversations go to your team until the next month or until you raise it.
• We give at least 30 days' notice of any price change. Charges already made are not refunded except where the law requires.

3. What the AI may and may not do

• It answers only from your rulebook, your Shopify data and the tools we provide. Where your rulebook says nothing, it passes the customer to your team instead of guessing.
• Before showing any order details, it checks that the customer gives two details that match the same order (for example the order number and email), or that they wrote from the order's email address.
• It can cancel an order or change a delivery address only after the customer confirms, within the daily limits you set, and, if you leave approval switched on, only after a member of your team approves it. Before any change it checks the order again in Shopify.
• It can raise a return request in Shopify after the customer confirms. You decide in Shopify whether to approve the return.
• It never issues refunds, takes payments or creates orders. Sales are made through your own checkout and the money goes to you; the service is not part of the payment.

4. AI output

Replies are written automatically by AI and can occasionally be wrong. You can read every conversation in the console, take any of them over, switch the chat or email channel off at any time, and test the AI privately before it goes live. You are responsible for the content of your rulebook and for decisions your team makes on changes the AI prepares.

5. Your responsibilities

• Keep your rulebook accurate and in line with your published policies and the law, including consumer rights where you sell.
• Tell your customers, in your own privacy notice, that you use an AI customer service provider.
• If you connect email, connect only addresses you control.
• Don't use the service to break the law, send spam, or try to get around its limits, overload it or reverse engineer it.

6. Data

You own your store data and your customers' data. For personal data we act as your processor, on your instructions, as set out in our Floorwalk AI privacy policy. We never sell data or use it for advertising. We may use anonymous statistics that identify no store or customer to improve the service. When you uninstall, the AI stops at once, and your Floorwalk data is deleted when Shopify sends its deletion request, 48 hours later.

7. Availability and support

We aim to keep the service available at all times and to fix problems quickly, but we don't guarantee uninterrupted service. If the AI is unavailable, customers are told your team will reply and their message is kept for your team. Support: hello@crosstownhq.com, answered within one working day.

8. Liability

Nothing in these terms limits liability that cannot be limited by law. Otherwise we are not liable for lost profits, lost sales or indirect losses, and our total liability in any 12 months is limited to the charges you paid us in that period.

9. Ending the service

You can stop at any time by uninstalling the app. We may suspend or end the service for serious or repeated breaches of these terms, after warning you where we reasonably can.

10. Changes and law

We will give you at least 30 days' notice of changes that affect you materially. These terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction.

Contact: hello@crosstownhq.com.