Terms of Service

Effective Date: 11 Nov 2025

Company: SupaDupa Me Limited trading as RecoMelon

Registered Office: London, United Kingdom

Contact: legal [at] recomelon.com

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1. Overview

These Terms of Service (“Terms”) govern your installation and use of the RecoMelon application and related services (the “Services”).

RecoMelon is an infrastructure-grade optimisation engine designed to enhance product discovery, recommendation performance and revenue generation within Shopify stores.

By installing, accessing or using the Services, you agree to be bound by these Terms.

If you do not agree, do not install or use the Services.

2. Description of Services

RecoMelon provides AI-powered product discovery and optimisation infrastructure, including but not limited to:

• Shop Similar galleries
• VisualDNA™ contextual matching
• Glide Grids
• Rescue Grids
• Dynamic recommendation surfaces
• Performance analytics and attribution reporting

The Services operate via integration with Shopify APIs and related infrastructure.

We may update, improve or modify the Services from time to time.

3. Trial & Fees

3.1 30-Day Paid Trial

Upon installation, you enter a 30-day paid trial period charged at a daily rate.

The applicable daily rate is displayed during onboarding and/or within the Shopify App Store listing.

Fees accrue daily during the trial and are billed via Shopify.

Unless cancelled prior to the end of the 30-day period, the Services automatically transition into a paid subscription.

3.2 Subscription & Usage Fees

Following the trial, fees may include:

(a) Base Platform Fee

A recurring subscription fee.

(b) Usage-Based Fees

Usage fees may be calculated based on:

• Number of recommendations rendered
• Revenue attributed to RecoMelon
• Catalogue size and processing load

Usage is measured using RecoMelon’s internal tracking and attribution systems.

All fees are exclusive of VAT and applicable taxes.

3.3 Minimum Monthly Fee Floor

Regardless of usage levels, a minimum monthly platform fee may apply.

This ensures ongoing infrastructure, data processing and AI optimisation support.

The minimum fee is displayed in your active pricing tier.

3.4 Catalogue Growth & Tier Adjustment

If your active product catalogue exceeds the threshold of your current pricing tier, RecoMelon reserves the right to:

• Adjust your pricing tier; and
• Apply the corresponding fee from the next billing cycle.

Advance notice will be provided.

3.5 Fair Usage

The Services are subject to reasonable and fair usage limits.

Excessive or abnormal usage patterns that materially increase infrastructure load, including:

• Automated traffic inflation
• Artificial rec rendering
• Bot-driven interactions
• Manipulation of attribution logic

may result in:

• Tier adjustment
• Additional usage charges
• Temporary suspension
• Permanent termination

RecoMelon reserves the right to determine abnormal usage acting reasonably and in good faith.

3.6 Usage Measurement & Attribution Authority

All usage metrics, including:

• Recommendations shown
• Click events
• Revenue attribution
• Catalogue processing volume

are calculated using RecoMelon’s proprietary systems.

RecoMelon’s attribution methodology shall be the authoritative source for billing purposes.

Merchants may not:

• Interfere with tracking
• Modify tracking scripts
• Suppress rec events
• Circumvent measurement

RecoMelon reserves the right to audit and recalculate fees where manipulation is detected.

3.7 Right to Disable Features if Tracking is Blocked

If tracking mechanisms are blocked, altered, suppressed or rendered inaccurate — whether intentionally or through configuration changes — RecoMelon reserves the right to:

• Disable recommendation features
• Suspend revenue attribution
• Adjust billing to estimated usage
• Suspend the Services

until accurate tracking is restored.

3.8 Pricing Modifications

RecoMelon may modify pricing structures upon providing at least 30 days’ written notice.

Changes apply prospectively.

If you do not agree to revised pricing, you may uninstall before the effective date.

4. Merchant Responsibilities

You agree that:

• You are responsible for your store and its content
• You have lawful basis to process customer data
• You comply with applicable data protection laws
• You provide appropriate privacy notices
• You maintain lawful cookie consent mechanisms

RecoMelon acts as a data processor for customer data.

You remain the data controller.

5. Intellectual Property

RecoMelon retains all rights, title and interest in:

• The Services
• Algorithms
• VisualDNA™ technology
• Attribution systems
• Software
• Machine learning models
• Branding

Nothing transfers ownership of RecoMelon intellectual property.

You retain ownership of your store content and product data.

You grant RecoMelon a limited licence to process such data solely to provide and improve the Services.

RecoMelon may use aggregated and anonymised data for benchmarking and system optimisation.

6. Confidentiality

Each party agrees to protect confidential information disclosed in connection with the Services.

Confidential information shall not be disclosed except where required by law.

7. Service Availability

The Services are provided on an “as available” basis.

RecoMelon does not guarantee:

• Continuous uptime
• Error-free operation
• Specific revenue uplift
• Conversion rate outcomes

8. Suspension & Termination

RecoMelon may suspend or terminate access if:

• Fees remain unpaid
• You breach these Terms
• Usage materially threatens system integrity
• Required by law or Shopify

You may uninstall at any time.

Upon termination:

• Access to store data is revoked
• Personal data will be deleted within a reasonable timeframe
• Aggregated anonymised analytics may be retained

9. Limitation of Liability

To the maximum extent permitted by law:

RecoMelon shall not be liable for:

• Indirect damages
• Loss of profits
• Loss of data
• Loss of goodwill
• Consequential damages

Total aggregate liability shall not exceed the total fees paid by you in the 12 months preceding the claim.

Nothing limits liability for fraud, death, personal injury or liability that cannot legally be limited.

10. Indemnification

You agree to indemnify RecoMelon from claims arising from:

• Your store content
• Your misuse of the Services
• Your violation of law

11. Force Majeure

RecoMelon shall not be liable for delays caused by events beyond reasonable control including cloud failures, internet outages, acts of government or natural disasters.

12. Governing Law

These Terms are governed by the laws of England and Wales.

Disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Changes to Terms

RecoMelon may update these Terms from time to time.

Material changes will be communicated.

Continued use constitutes acceptance.

Data Processing Addendum (DPA)

This Data Processing Addendum forms part of the Terms.

1. Roles

Merchant = Data Controller

RecoMelon = Data Processor

2. Nature & Purpose of Processing

RecoMelon processes Personal Data to:

• Deliver recommendations
• Analyse engagement
• Attribute revenue
• Optimise product discovery

3. Categories of Data

May include:

• IP address
• Device/browser information
• Customer identifiers
• Browsing behaviour
• Product interactions
• Order data (for attribution purposes)

Sensitive personal data is not intentionally processed.

4. Processor Obligations

RecoMelon shall:

• Process data only on documented instructions
• Maintain confidentiality
• Implement appropriate security measures
• Assist with data subject rights requests
• Notify of confirmed data breaches
• Delete or return data upon termination

5. Sub-Processors

RecoMelon may use cloud hosting and infrastructure providers.

Sub-processors are bound by equivalent data protection obligations.

6. International Transfers

Data may be processed in the UK, EEA or United States.

Where required, appropriate safeguards including Standard Contractual Clauses are implemented.

7. Security Measures

RecoMelon maintains:

• TLS encryption
• Role-based access controls
• Secure cloud infrastructure
• Monitoring and logging

8. Audit Rights

Where legally required, merchants may request reasonable compliance information once per year without disruption.

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Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) forms part of the RecoMelon Terms of Service.

1. Scope

This SLA applies to paying merchants on an active subscription plan following the 30-day paid trial.

The SLA governs availability of the core RecoMelon infrastructure, including:

• Recommendation rendering systems
• API connectivity
• Attribution processing
• Analytics infrastructure

2. Service Availability Commitment

RecoMelon commits to a monthly uptime of 99.5% for core recommendation infrastructure, measured on a calendar month basis.

“Uptime” means the ability of the RecoMelon recommendation engine to render recommendations and process attribution events.

3. Measurement of Availability

Availability is measured using RecoMelon’s internal monitoring systems.

RecoMelon’s monitoring records shall be the authoritative source for determining uptime.

4. Exclusions

The following are excluded from uptime calculations:

• Scheduled maintenance (with reasonable notice where possible)
• Shopify platform outages
• Third-party infrastructure failures
• Merchant-side theme conflicts or script interference
• Customer blocking or modification of tracking scripts
• Force majeure events
• Excessive or abnormal usage violating Fair Usage

If recommendation tracking scripts are disabled, altered, or blocked, uptime commitments do not apply during that period.

5. Service Credits

If monthly uptime falls below 99.5%, the merchant may request a service credit as follows:

• 99.0% – 99.49% uptime: 5% credit of that month’s base platform fee
• 98.0% – 98.99% uptime: 10% credit
• Below 98.0% uptime: 20% credit

Credits:

• Apply only to the base subscription fee
• Do not apply to usage-based fees
• Must be requested within 30 days of the affected month
• Are the sole and exclusive remedy for service unavailability

Service credits are applied to future invoices and are not refundable in cash.

6. Incident Response

RecoMelon maintains internal monitoring and alerting systems.

For material incidents affecting service availability:

• We will investigate promptly
• Work to restore service as soon as reasonably practicable
• Provide status updates where appropriate

Response times are commercially reasonable but not contractually guaranteed unless agreed separately under an enterprise agreement.

7. Attribution & Revenue Processing

RecoMelon does not guarantee:

• Specific revenue uplift
• Conversion outcomes
• Attribution parity with third-party analytics

Revenue attribution is calculated using RecoMelon’s proprietary methodology.

Differences between RecoMelon reporting and third-party tools do not constitute downtime or SLA breach.

8. Maintenance

RecoMelon may perform maintenance or updates to improve stability, security or performance.

Where practicable, maintenance will be scheduled during low-traffic periods.

9. Limitation of Remedies

This SLA sets out the sole and exclusive remedy for service unavailability.

All liability remains subject to the limitation of liability clause in the Terms of Service.

10. Enterprise Agreements

Merchants requiring enhanced uptime guarantees, priority response times or dedicated support may enter into a separate enterprise agreement.

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Enterprise Service Level & Support Addendum

This Enterprise Service Level & Support Addendum (“Enterprise SLA”) forms part of the RecoMelon Terms of Service.

This Addendum applies to merchants on paid subscription plans. Enhanced terms apply only to merchants enrolled in an Enterprise Tier.

1. Service Availability Commitments

1.1 Standard Tier

RecoMelon commits to 99.5% monthly uptime for core recommendation and attribution infrastructure.

1.2 Enterprise Tier (99.9%)

Merchants enrolled in the Enterprise Tier receive a 99.9% monthly uptime commitment for:

• Recommendation rendering
• Attribution tracking
• Core API services
• Analytics ingestion pipeline

Uptime is measured on a calendar month basis.

2. Definition of Availability

“Available” means the RecoMelon infrastructure is capable of:

• Rendering recommendations
• Receiving and processing tracking events
• Recording attribution events

Availability is determined solely by RecoMelon’s internal monitoring systems.

3. Exclusions

The following are excluded from uptime calculations:

• Shopify outages
• Merchant theme conflicts
• Script blocking or modification
• Customer privacy tool interference
• Third-party infrastructure failures
• Force majeure events
• Fair Usage violations
• Scheduled maintenance

If tracking scripts are disabled, SLA coverage is suspended during that period.

4. Service Credits

Standard Tier (99.5%)

• 99.0% – 99.49%: 5% credit (base fee only)
• 98.0% – 98.99%: 10% credit
• Below 98.0%: 20% credit

Enterprise Tier (99.9%)

• 99.5% – 99.89%: 5% credit
• 99.0% – 99.49%: 10% credit
• Below 99.0%: 20% credit

Credits:

• Apply to base subscription fees only
• Exclude usage-based charges
• Must be requested within 30 days
• Represent the sole and exclusive remedy

Credits are applied to future invoices only.

5. Support Tiers

5.1 Standard Support (Included)

• Email support
• Response within 1 business day
• Issue triage during UK business hours

5.2 Priority Support (Growth Tier & Above)

• Response within 8 business hours
• Escalation pathway to engineering
• Incident updates during active outages

5.3 Enterprise Support

Enterprise Tier merchants receive:

• Response within 4 business hours
• Named account contact
• Engineering escalation priority
• Quarterly optimisation review (optional)

6. Dedicated Slack & Escalation Channel

Enterprise Tier merchants may request a dedicated Slack Connect channel or equivalent real-time communication channel.

Slack channel access is intended for:

• Incident communication
• Escalation coordination
• Technical clarification
  

Slack access does not replace formal support logging and does not constitute 24/7 guaranteed monitoring unless separately agreed.

Escalation Pathway:

1. Support intake
2. Engineering review
3. Infrastructure escalation (if required)
4. Executive visibility (for material incidents)

7. Incident Severity Levels

Severity 1 – Critical Outage

Complete failure of recommendation rendering or attribution across production.

Enterprise Tier Response Target:

Initial response within 2 business hours.

Severity 2 – Major Degradation

Material reduction in rendering or tracking performance.

Response Target:

Within 4 business hours (Enterprise)

Within 8 business hours (Priority)

Severity 3 – Minor Issue

Isolated configuration or reporting discrepancy.

Response Target:

Within 1 business day.

8. Revenue Attribution Protection

Revenue attribution is calculated using RecoMelon’s proprietary methodology.

Differences between RecoMelon attribution and third-party tools (including GA4 or Shopify analytics) do not constitute:

• SLA breach
• Service failure
• Entitlement to credits

Attribution logic is commercially confidential.

9. Maintenance Windows

RecoMelon may perform maintenance to improve:

• Stability
• Security
• Performance
• AI model accuracy
  

Where reasonably practicable, maintenance will occur outside peak traffic periods.

Enterprise merchants may receive advance notice for planned infrastructure updates.

10. Fair Usage & System Integrity

SLA commitments are contingent on:

• Accurate tracking configuration
• No artificial traffic inflation
• No manipulation of attribution events

RecoMelon reserves the right to suspend SLA coverage if system integrity is compromised by merchant-side actions.

11. High-Value Account Protection

For Enterprise Tier merchants exceeding agreed revenue or usage thresholds:

• Dedicated infrastructure monitoring may be provisioned
• Traffic scaling safeguards may be pre-configured
• Priority engineering allocation may apply during peak events
  

These enhancements do not expand liability beyond the limitation of liability clause in the Terms.

12. Limitation of Remedies

This Enterprise SLA provides the sole and exclusive remedy for service availability issues.

All liability remains subject to the limitation of liability clause in the Terms of Service.

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