Terms of Service

What Paidback Is

Paidback is a software tool that automates the collection, packaging, and submission of chargeback dispute evidence to payment providers on your behalf. Supported providers currently include Shopify Payments, with additional providers added over time.

Paidback Technologies, LLC is not a law firm and does not provide legal representation. Use of this service does not create an attorney-client relationship of any kind.

Authority to Act on Your Behalf

By installing Paidback, you appoint us as your limited agent for the sole purpose of defending chargebacks and payment disputes on your store. Specifically, you authorize us to:

• Access order, customer, fulfillment, and dispute data from your store through the Shopify API
• Access dispute data from any additional payment provider you connect
• Generate, assemble, and format dispute evidence on your behalf
• Submit that evidence to Shopify Payments and other connected providers in your name
• Receive and process notifications about dispute status and outcomes

This authority is limited to dispute defense. It does not extend to any other action on your account, and it terminates when you uninstall the app or disconnect the relevant provider.

You may configure Paidback to require your review before submission. If you enable automatic submission, you accept that evidence will be submitted without individual approval, and the authority above applies to each such submission.

AI-Generated Evidence

Paidback uses artificial intelligence to draft dispute rebuttal letters from your order and fulfillment data. This means:

• Evidence is generated by an automated system, not written by a human reviewer
• AI-generated text can contain errors, omissions, or mischaracterizations
• You may review any generated submission before it is sent
• You remain responsible for the accuracy of the underlying facts in your store data

We describe exactly what data is sent to our AI provider, and how it is handled, in our Privacy Policy.

No Guarantee of Outcomes

We do not guarantee that any dispute will be decided in your favor. Chargeback outcomes are determined entirely by the payment provider and the issuing bank. Paidback optimizes your submissions and works to maximize your chances of winning, but we make no warranty, expressed or implied, regarding win rates or results for any specific dispute.

Fees

Paidback charges a success fee only when a dispute is decided in your favor:

• 15% of the recovered dispute amount, charged upon confirmed win
• Capped at $250 per dispute — regardless of the disputed amount
• No monthly subscription. No upfront fees. No charge for disputes you lose.

"Recovered dispute amount" means the principal transaction amount returned to you as a result of a dispute decided in your favor. It excludes any chargeback or dispute fee charged by your payment provider, which is not recoverable and is not part of our fee calculation. For disputes in currencies other than USD, the amount is converted at the payment provider's stated exchange rate on the date of resolution.

Partial wins. If a dispute is resolved partially in your favor, our fee is 15% of the amount actually recovered, subject to the same $250 cap.

Reversed outcomes. If a dispute you won is subsequently reversed — through pre-arbitration, arbitration, or any further action by the issuer — and the recovered funds are withdrawn from your account, we will refund the corresponding fee in full. Contact us within 60 days of the reversal.

Billing errors. If you believe you have been charged incorrectly, contact us within 60 days of the charge. We will investigate and refund any fee charged in error.

Fees are billed exclusively through Shopify's billing system. By using Paidback, you authorize Shopify to charge your account for fees on confirmed wins.

Fees for disputes submitted prior to cancellation remain due if the dispute is later resolved in your favor. If you uninstall Paidback while a won dispute is pending fee collection, the fee remains owed and will be collected if you reinstall. By using Paidback, you acknowledge that uninstalling the app does not waive fees on previously submitted disputes.

Early Access Pricing

Merchants who join during early access lock in the 15% success-fee rate for as long as their account remains continuously active on the Paidback service as it exists at that time. We reserve the right to adjust pricing for new merchants at or after general availability, and to price separately any materially new product, provider integration, or service tier introduced in the future. Your rate on the core Shopify Payments dispute service will not increase.

Cancellation

You may cancel at any time by uninstalling the Paidback app from your Shopify store. Uninstalling immediately stops new disputes from being processed. Disputes already in progress at the time of cancellation will be handled on a best-effort basis — we will attempt to complete any submissions already underway, but make no guarantee of completion. Disputes that have not yet been submitted at the time of uninstallation may not be submitted.

Data collected during your use of Paidback is retained and deleted in accordance with our Privacy Policy.

Your Responsibilities

By using Paidback, you represent that:

• You are the authorized owner or administrator of the Shopify store
• You have the authority to grant the agency described above
• The order and fulfillment data in your store is accurate to the best of your knowledge
• You will not use Paidback to submit false, fabricated, or misleading evidence in a dispute

Submitting false evidence in a payment dispute may violate your payment provider's terms and applicable law. Paidback Technologies, LLC is not liable for any consequences arising from inaccurate information you provide.

Suspension and Termination

We may suspend or terminate your access to Paidback, with notice where practicable, if:

• You breach these terms
• We have reasonable grounds to believe you are submitting fraudulent or fabricated evidence
• Your use poses a security or legal risk to us, to Shopify, or to a payment provider
• You fail to pay fees owed

We may also discontinue the service entirely on 30 days' notice. If we do, you owe no further fees beyond disputes already resolved in your favor.

Data Processing

Where we process personal data belonging to your customers, we do so as your processor under our Data Processing Addendum, which is incorporated into these terms by reference. By installing Paidback, you agree to the DPA.

Service Availability

We aim for high availability but do not commit to a specific uptime level. Paidback depends on Shopify's APIs and third-party services outside our control. We are not liable for disputes missed due to downtime, API outages, rate limiting, or service interruptions, whether ours or a third party's.

Disclaimer of Warranties

Paidback is provided "as is" and "as available." To the maximum extent permitted by applicable law, we disclaim all warranties, express or implied, including implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement. We do not warrant that the service will be uninterrupted, error-free, or that generated evidence will be accurate or effective.

Limitation of Liability

To the maximum extent permitted by applicable law, Paidback Technologies, LLC is not liable for dispute outcomes, lost revenue, or any indirect, incidental, consequential, special, or punitive damages arising from use of our service. Our total aggregate liability to you for any claim arising from use of Paidback is limited to the fees you have paid to us in the 90 days preceding the claim.

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for fraud, willful misconduct, or death or personal injury caused by negligence. If you are a consumer or a merchant in a jurisdiction that grants you mandatory statutory rights, those rights are unaffected by these terms.

Indemnification

You agree to indemnify and hold harmless Paidback Technologies, LLC from any claim, loss, or expense arising from your breach of these terms, your submission of inaccurate or fraudulent information, or your violation of applicable law or your payment provider's terms.

Changes to These Terms

We may update these terms from time to time. Material changes will be communicated via email to the address on your Shopify account at least 14 days before they take effect. Continued use of Paidback after that date constitutes acceptance of the updated terms.

Governing Law

These terms are governed by the laws of the State of Delaware, without regard to its conflict of law provisions. Any disputes arising from these terms shall be resolved in the courts of Delaware.

If you are located in the European Economic Area or the United Kingdom, nothing in this section deprives you of the protection of mandatory provisions of the law of your country of residence, including your right to bring proceedings in your local courts where applicable law grants you that right.

Contact

Paidback Technologies, LLC
A limited liability company organized under the laws of the State of Delaware
Email: support@paidback.io
Website: paidback.io

Not affiliated with Shopify Inc.