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Nesvo Terms of Service

Last updated: July 26, 2026

These terms are the agreement between Nesvo ("Nesvo", "we", "us") and the business that installs the Nesvo app ("you", "the merchant"). By installing Nesvo, you accept them.

They are written to be read. Where we have made a choice that constrains you — and we have made several — we explain why rather than hiding it in a clause.

1. What Nesvo does

Nesvo is a Shopify app with two halves:

  • Analytics. It syncs your Shopify data into our database and shows you revenue, profit, margin, customer value, product performance and store traffic.
  • Email marketing. On paid plans, it decides which of your customers qualify for which marketing campaign, builds the email, and sends it on your behalf through Amazon SES.

There is a permanent free plan that provides the analytics half only: no marketing email, no storefront signup forms, no sending infrastructure. Your store's data still syncs and the Web Pixel still records storefront browsing on the free plan — see our Privacy Policy.

2. Your account

  • You install Nesvo from Shopify. Shopify authenticates you; we never issue you a password and never see your Shopify credentials.
  • Who can open Nesvo is decided in Shopify. Once someone opens the app, they appear in your user list and you assign them a role that controls what they can do inside Nesvo. Roles range from full access down to read-only.
  • You are responsible for the people you give access to — for the role you assign them, for what they do with it, and for the customer data they can see as a result. Some roles can view your customers' personal information. That is your decision to make about your own customers, and the consequences of it are yours.
  • You must give us accurate information, and keep your sender identity, reply-to inbox and postal address current.

3. Fees, billing and top-ups

  • Shopify bills you, not us. All charges run through Shopify's app billing. We never handle your card details and never charge you directly.
  • Current plan prices and included volumes are shown on our Shopify App Store listing and on Shopify's approval screen before you agree to anything.
  • We do not auto-charge and we do not auto-upgrade. If you reach 100% of your monthly email allowance, sending pauses. It does not silently bill you for more. You are warned at 80% of your allowance, and again by Shopify at 90%.
  • At the pause you may buy a top-up — additional emails at roughly half the tier's volume for roughly half the tier's price — or upgrade, or wait for your cycle to reset. Every top-up is a separate charge you approve on Shopify's own screen.
  • Consumed top-ups are not refundable. If you upgrade mid-cycle, Shopify automatically prorates the unused time; where that proration applies we waive any top-up credit rather than applying two discounts to the same change.
  • There is no free trial. The free plan is permanent, not a countdown.

Cancellation and refunds

  • You can uninstall at any time, from Shopify. Uninstalling ends the subscription; Shopify governs the final charge.
  • We do not refund unused time on a voluntary cancellation. Shopify does not prorate cancellations, and neither do we.
  • One exception, in your favour: if we terminate a paid account for the deliverability reasons in section 7, we issue a prorated refund of the unused days in that billing period, calculated as the monthly price divided by 30, multiplied by the days remaining. We issue it through Shopify's refund mechanism against your most recent charge.
  • Formal invoices and refunds are Shopify's system of record. The billing history shown inside Nesvo is informational.
  • Downgrades take effect through Shopify, which handles any credit.

4. Your data, and who is responsible for it

  • You own your data. Your store records, your customer list, your costs, your templates.
  • For your customers' personal data, you are the data controller and we are your processor. We process it on your instructions to provide the service. This includes storefront collection on your store: the browse tracking and the signup forms run on your storefront, collect data about your shoppers, into your customer relationship.
  • You are responsible for telling your shoppers what is collected on your storefront. We give you the disclosure text to paste into your own store privacy policy, in Settings → Data & privacy. Use it, or write your own equivalent.
  • Our Data Processing Agreement governs the detail of our processing and is available on request. Where it conflicts with these terms about personal data, the DPA controls.
  • The Privacy Policy explains what we collect, how long we keep it, and who our service providers are. It forms part of this agreement.

5. Consent and email law — the part that is not negotiable

We and you are both legally liable for the marketing email we send on your behalf. Under CAN-SPAM the penalty runs to tens of thousands of dollars per email, and it lands on the sender and the advertiser alike. Because we carry that exposure with you, several things are enforced by the software rather than left to your good intentions.

Enforced by us, and not adjustable:

  • Every marketing email carries your physical postal address, a working one-click unsubscribe link, and an unsubscribe header. This footer is added when the email is rendered, outside the editable area. You can style around it. You cannot remove it, and neither can we on request.
  • You cannot activate sending without a verified physical postal address. A PO box or a commercial mail-receiving address is fine — you do not have to publish your home address.
  • Unsubscribes are honoured immediately and permanently. A person who unsubscribes is suppressed at once and is not re-added by making a purchase.
  • You cannot upload a list of email addresses for us to send to. There is no import path, deliberately. Our send path draws only from people who opted in through your store and confirmed. This is the single biggest reason a Nesvo merchant cannot damage the shared sending reputation, and it is not a feature we are missing — it is a feature we removed.
  • Your suppression list is visible to you but not editable by you. You can view every suppressed address and why it was suppressed, and export it. You cannot un-suppress anyone or add anyone manually.
  • Consent requires confirmation. Someone who signs up lands in a pending state and receives exactly one confirmation email. They only become emailable when they click the confirmation link or complete a purchase.

Your responsibilities:

  • Only send marketing to people who consented through your store. If you are migrating from another email provider, bring your suppression list across at setup.
  • Make sure your content is honest — accurate subject lines, real offers, and no deceptive headers.
  • Comply with the law where your recipients are, not only where you are: CAN-SPAM in the US, GDPR and PECR in the EEA and UK, CASL in Canada, and equivalent rules elsewhere.
  • Turn off your Shopify Email welcome and marketing automations, your theme's footer signup form, and any other popup app when you set Nesvo up. Two systems issuing coupons to the same person is a mess we cannot detect through Shopify's API and cannot fix for you.
  • Anything you upload — images, copy, offers — must be yours to use.

6. Acceptable use

You may not use Nesvo to:

  • send to purchased, rented, scraped, appended or otherwise non-consented lists;
  • send anything unlawful, deceptive, defamatory, harassing, or infringing;
  • send on behalf of a business other than the one on the Shopify store where Nesvo is installed;
  • advertise categories that reliably generate abuse complaints and endanger a shared sending reputation — including sexually explicit material, illegal drugs, weapons, gambling where not lawfully licensed, cryptocurrency or investment schemes, work-from-home and get-rich-quick offers, and pharmaceuticals without the required authorisation;
  • attempt to bypass our sending limits, frequency caps, consent gates or suppression list;
  • probe, scan, reverse-engineer, or attempt to gain unauthorised access to any part of our systems, or to another merchant's data;
  • resell or white-label the service, or use it to build a competing product.

We may suspend an account immediately, without notice, where continued sending presents an urgent risk to our infrastructure or to other merchants.

7. Sending limits and deliverability enforcement

All Nesvo merchants send through shared infrastructure. One merchant's bad list damages everyone's delivery. So we monitor and act — and we act at thresholds tighter than the ones our providers enforce, to leave room to fix a problem before an inbox provider does something we cannot undo.

  • Each merchant is isolated as a separate sending tenant, with their own configuration, so your sending reputation is measured on its own and does not sink another merchant's.
  • We monitor your bounce rate and complaint rate continuously. You can see both, and what they mean, on your reputation page.
  • Bounces. The first time your bounce rate crosses our threshold, we suppress the bad addresses and tell you. Nothing else happens; it heals with normal sending. If it crosses again on the next send after that cleanup, your unverified addresses are frozen out of all sending until they are verified.
  • Large broadcasts are sent in waves, with the bounce rate checked between each wave. If a wave trips the threshold, the broadcast pauses and you choose how to proceed on the reputation page.
  • Address verification, and who pays for it. Verification exists for one situation: a list imported from another tool that has never actually been mailed, where nobody knows how many addresses are still alive.
    • The first time this happens to you, we verify the next batch of your unverified addresses at our expense, through a third-party verification service. This is a one-time clean, once per merchant, and dead addresses found in it are permanently suppressed.
    • If your list is still generating bounces after that clean, we stop and give you the choice. One option is paying to verify the remainder, charged at exactly what the verification service charges us, with no margin added, as a one-time charge you approve on Shopify. We will never charge you for verification automatically.
    • Verification reduces bounce risk. It does nothing about complaints, and we will never offer it to you as a fix for a complaint problem.
  • Complaints. Below our first band, nothing happens. In the middle band you are notified. Above it, we review your account. If your complaint rate crosses our pause threshold, your account enters quarantine.
  • Quarantine runs for four weeks, or until your rate falls below our green threshold, whichever is longer. During quarantine your automated campaigns keep sending to your engaged, verified customers — that continued clean sending is what repairs the rate — while your unverified addresses are frozen and manual broadcasts are halted. Your subscription continues and you keep the analytics half of the product throughout.
  • After reinstatement you are monitored for two months. Come through it cleanly and the strike stops counting toward immediate escalation, but it still counts on a rolling twelve-month tally.
  • Three strikes in any rolling twelve months, or any new trip during a monitoring period, results in termination. Termination is always a human decision, never automatic, and we will contact you.
  • Manual broadcasts are capped at two per rolling seven days. This is separate from the per-recipient frequency cap that protects your subscribers. There is no holiday exception.
  • We also cap how often any one person hears from you — a minimum 24-hour gap between marketing emails and no more than three in a rolling seven days — with narrow exceptions for back-in-stock alerts, anniversary emails and VIP launch notices.

8. What happens on termination or uninstall

Whether you uninstall or we terminate:

  • Sending and data collection stop immediately. The retention period below is a data-deletion clock, never a grace period for continued sending.
  • You keep read and export access to your analytics for 30 days. Export what you want to keep.
  • All of your data is purged within 30 days. Personal data is hard-deleted; de-identified analytics may be retained; suppressed addresses are kept as one-way hashes so that "never email this person" survives, which protects both those people and us.
  • If we terminated a paid account under section 7, the prorated refund in section 3 applies.

9. Our access to your data

Our staff can access data in Nesvo for support, security, billing and legal compliance. Your customers' names, email addresses and addresses are masked by default in our internal tooling, at the database level. Unmasking a single customer record requires a deliberate, permission-gated action with a recorded reason, and it writes an audit entry. It exists for disputes you escalate to us. Full detail is in the Privacy Policy.

10. Support, and what you send us

Support is by email, asynchronously, at support@nesvo.co. There is no live chat — we would rather not promise staffing we do not have. The in-app assistant answers questions from our documentation and has no access to your account or customer data.

If you send us customer personal information in a support message, that information is outside our masking controls and the responsibility for disclosing it is yours. It arrives in an inbox, is readable by whoever handles the ticket, and is stored by our support platform. We cannot prevent it and cannot retroactively mask it. Identify customers by order number or Shopify customer ID where you can.

11. Availability

We aim for continuous service and we do not guarantee it. Sync depends on Shopify's API, delivery depends on Amazon SES, and the app depends on our hosting provider — none of which we control. Planned and unplanned interruptions happen.

During a sending outage, the app continues to work and queued emails are held rather than lost. Service status is published on a status page hosted away from our own infrastructure, so that it stays up when we do not; the link is available in the app.

We may change, add or remove features. We will not remove something you depend on without notice where we can avoid it.

12. Third-party services

Nesvo depends on Shopify, Amazon Web Services, and the other providers named in our Privacy Policy. Your use of Shopify is governed by your agreement with Shopify. We are not responsible for their acts, outages or decisions — including a decision by an inbox provider to filter your mail, which no email provider can guarantee against.

13. Disclaimers and liability

The service is provided "as is", without warranties of any kind to the fullest extent the law allows, including any warranty of merchantability, fitness for a particular purpose, or non-infringement.

Analytics are not financial advice. Profit and margin figures are calculated from the cost data you provide. If your cost data is wrong or incomplete, the figures will be wrong, and we deliberately show nothing rather than a fabricated number when costs are missing. Do not make tax, accounting or financing decisions on our numbers without checking them.

We do not guarantee deliverability, open rates, revenue, or that any particular email will reach any particular inbox.

To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits or lost data. Our total liability for any claim is limited to the amount you paid us in the twelve months before the claim arose — which, on a free plan, is nothing.

Nothing here excludes liability that cannot lawfully be excluded.

You will indemnify us against claims arising from your content, from your use of the service in breach of section 5 or 6, or from your customers' personal data being processed on your instructions where you did not have the right to give those instructions.

14. Changes to these terms

We will update these terms as the product changes. Material changes will be notified in-app or by email before they take effect. Continuing to use Nesvo after that is acceptance. If you do not accept, uninstall.

15. General

  • If any provision is unenforceable, the rest survives.
  • You may not assign this agreement without our consent. We may assign it in connection with a merger, acquisition or sale of assets.
  • These terms, the Privacy Policy and, where applicable, the Data Processing Agreement, are the entire agreement between us about Nesvo.
  • No waiver of any term is implied by our not enforcing it on any occasion.

16. Contact

Nesvo — support@nesvo.co