Terms of Service

Last updated: April 7, 2026

These Terms of Service (“Terms”) govern your use of HeardFrom, operated by Alchemy Partners Pty Ltd (ABN pending), an Australian company (“we”, “us”, “our”). By using HeardFrom, you agree to these Terms.

1. The Service

HeardFrom is a customer intelligence platform for Shopify e-commerce brands. The Service connects to your existing tools (Shopify, Gorgias, Zendesk, Judge.me, Yotpo, Okendo, Loop Returns, AfterShip Returns), analyses customer signals using AI, and delivers four types of output:

  • Ops Briefings — weekly operational intelligence emails
  • Marketing Voice — customer language extraction for marketing teams
  • State of Voice — quarterly map of recurring customer themes across your signals
  • PDP Gap Analysis — a one-time analysis of the buyer questions your top product page does not answer, generated when you connect your store

2. Account Registration

You must provide accurate information when creating an account. You are responsible for maintaining the security of your account credentials. You must notify us immediately if you suspect unauthorised access.

3. Acceptable Use

You agree not to:

  • Use the Service for any unlawful purpose
  • Attempt to access another organisation’s data
  • Reverse engineer, decompile, or disassemble the Service
  • Circumvent security measures or rate limits
  • Use the Service to store or transmit malicious code
  • Resell or redistribute the Service without our written consent

4. Integrations and Third-Party Services

HeardFrom connects to third-party services (Shopify, Gorgias, Zendesk, Judge.me, Yotpo, Okendo, Loop Returns, AfterShip Returns) on your behalf. You are responsible for maintaining valid API credentials and permissions for these services. We are not responsible for outages, data changes, or policy changes by third-party providers.

5. Read-Only Data Access

HeardFrom uses read-only access to your connected services. We do not modify your Shopify store, support tickets, reviews, or any merchant-owned data. The Service is advisory: we surface insights and recommendations; any changes you make to your store are made by you.

6. AI-Generated Content

Briefings, marketing voice reports, and gap analyses are generated by AI (Anthropic Claude). While we strive for accuracy, AI-generated content:

  • May contain errors or misinterpretations
  • Should be reviewed before acting on it
  • Is based on the data available at the time of generation
  • Does not constitute professional advice (legal, financial, or otherwise)

7. Data Ownership

You retain ownership of all data you provide to HeardFrom, including customer signals, product data, and integration credentials. We do not claim ownership of your data. We use your data solely to provide the Service as described in our Privacy Policy.

8. Pricing and Payment

Current pricing is displayed on our website. We reserve the right to change pricing with 30 days’ notice. If you are on a paid plan:

  • Billing is monthly, charged in advance
  • You can cancel at any time — no long-term contracts
  • Refunds are at our discretion

9. Service Availability

We aim for high availability but do not guarantee uninterrupted service. We are not liable for downtime caused by third-party providers (Supabase, Vercel, Anthropic, Shopify, etc.), scheduled maintenance, or force majeure events.

10. Limitation of Liability

To the maximum extent permitted by Australian law, Alchemy Partners Pty Ltd is not liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service. Our total liability is limited to the amount you paid us in the 12 months preceding the claim.

11. Indemnification

You agree to indemnify and hold harmless Alchemy Partners Pty Ltd from any claims, damages, or expenses arising from your use of the Service, your violation of these Terms, or your violation of any third-party rights.

12. Termination

Either party may terminate at any time. Upon termination, we will delete your data within 30 days (see our Privacy Policy for details). We may suspend your account immediately if you violate these Terms.

13. Governing Law

These Terms are governed by the laws of New South Wales, Australia. Any disputes will be resolved in the courts of New South Wales.

14. Changes to These Terms

We may update these Terms from time to time. We’ll notify you of material changes via email. Continued use after changes constitutes acceptance of the updated Terms.

15. Contact

Alchemy Partners Pty Ltd
Trading as HeardFrom
Email: hello@heardfrom.app