Legal

Terms of Service

Last updated: March 2026

These Terms of Service govern your use of the Support Fabric service. By booking a demo, signing up as a client, or using our service in any way, you agree to these terms. We've written them in plain English. If something is unclear, email us at hello@supportfabric.coand we'll explain it.

What the service is

Support Fabric is a done-for-you AI customer support service. We build, train, and operate a custom AI system for your e-commerce store that handles customer enquiries across WhatsApp, Instagram DMs, Facebook Messenger, and your website chat.

We handle the setup, integration, ongoing training, and maintenance. You are not required to configure or manage the system yourself.

Using the service

To use Support Fabric, you must own or operate the store you are signing up for. You must have the authority to grant us access to your store platform (Shopify or WooCommerce) and to the customer communication channels we will manage on your behalf.

You agree to provide accurate information about your business, products, policies, and customers. Misleading us with incorrect information that results in your customers receiving wrong answers is your responsibility, not ours.

The service is for legitimate e-commerce businesses only. You may not use Support Fabric for any unlawful purpose, to deceive customers, or in a way that violates the terms of the platforms we integrate with.

Our responsibilities

We are responsible for building and maintaining the AI support system. This includes the initial setup, training on your products and policies, ongoing updates as your store changes, and fixing errors in the AI's responses when they are identified.

We build escalation rules into every system so that conversations the AI cannot handle confidently are flagged and routed to you or a designated team member.

We will make reasonable efforts to keep the service available, but we do not guarantee 100% uptime. Planned maintenance windows and third-party platform outages (such as WhatsApp or Instagram going down) are outside our control.

Your responsibilities

You are responsible for providing accurate and up-to-date information about your store. If your products, prices, return policy, or other relevant details change, you are responsible for notifying us promptly so we can update the AI accordingly.

You are responsible for monitoring escalated conversations and responding to customers when the AI has flagged an issue for human attention.

You are responsible for maintaining valid access credentials for the integrations we use (e.g. Shopify API access, Meta Business Suite permissions). If access is revoked, the service will not function correctly until it is restored.

Payment

Pricing is custom-quoted per store based on your volume, channels, and requirements. Your quote will be confirmed in writing before you are charged.

Billing is monthly. Payment is due at the start of each billing period. If payment is not received within 7 days of the due date, we reserve the right to suspend the service until payment is made.

AI token usage (the cost of the AI conversations themselves) is included in your monthly fee or billed at cost on top of your service fee, as specified in your agreement. There are no per-conversation or per-ticket charges beyond what is specified in your plan.

Cancellation

Either party can cancel the service with 30 days' written notice sent to hello@supportfabric.co. You will be billed for the full 30-day notice period. We do not offer refunds for partial months.

On cancellation, we will remove all integrations and cease operating the AI on your behalf. Any data we hold that relates to your store will be deleted or returned to you within 90 days of cancellation.

Limitation of liability

Support Fabric handles customer support conversations on your behalf. We are not responsible for lost sales, customer churn, or revenue outcomes that may be connected to support interactions. We do our best to ensure responses are accurate and helpful, but we cannot guarantee specific business results.

Our total liability to you for any claim arising from use of the service is limited to the amount you paid us in the three months preceding the claim.

We are not liable for any indirect, incidental, or consequential damages, including loss of profits, loss of data, or damage to your business reputation.

Intellectual property

Your brand, products, content, and customer data are yours. We do not claim any ownership over them.

The AI systems, workflows, and technology we build and operate are ours. When you cancel, you do not retain a copy of the AI configuration we have built. You are welcome to export any customer conversation history through your connected platforms.

Changes to these terms

We may update these terms from time to time. We will notify active clients by email at least 14 days before any material changes take effect. Continued use of the service after that date means you accept the updated terms.

Contact us

For any questions about these terms, email us at hello@supportfabric.co. We are a small team and we will always give you a straight answer.