These Terms of Service ("Terms") govern access to and use of Lumen, a Shopify app operated by Manikandan under the trade name Mani Labs ("Lumen," "we," "us," or "our").

Operator location: Coimbatore, Tamil Nadu, India.

By installing, accessing, or using Lumen, you agree to these Terms. If you are using Lumen on behalf of a company or store, you represent that you have authority to bind that company or store to these Terms.

The Service

Lumen provides a Shopify storefront chat widget and merchant dashboard for post-purchase support. Lumen can help answer order status, shipment, tracking, return, and support questions using Shopify store data and merchant-provided configuration.

Lumen may also provide features such as:

• AI-powered customer support responses

• Email verification before order-specific details are shown

• Support tickets and conversation summaries

• Sentiment detection and escalation support

• Merchant analytics and reports

• Widget customization and Shopify theme integration

We may improve, change, suspend, or discontinue parts of the Service over time.

Shopify Platform Dependency

Lumen is built for Shopify and depends on Shopify APIs, app installation flows, billing systems, app proxy behavior, theme extensions, webhooks, and merchant permissions.

You are responsible for maintaining your Shopify store, Shopify account, theme configuration, and any permissions required for Lumen to operate.

If Shopify changes its platform, APIs, review requirements, billing systems, or app policies, we may need to update Lumen or change how certain features work.

Merchant Responsibilities

As a merchant using Lumen, you agree to:

• Use Lumen only for lawful business purposes

• Keep your Shopify account and admin credentials secure

• Configure Lumen accurately, including support email, escalation settings, bot name, tone, and policy content

• Ensure your storefront privacy policy and terms disclose your use of apps and service providers where required

• Obtain any required consent from shoppers under applicable law

• Review escalated conversations and respond to shoppers when human support is needed

• Avoid entering unlawful, misleading, confidential, or unnecessary sensitive information into Lumen

• Monitor Lumen's responses and settings to ensure they match your store operations

You are responsible for the products, policies, fulfillment operations, shipping data, and customer service decisions of your store.

Acceptable Use

You may not use Lumen to:

• Violate any law, regulation, Shopify policy, or third-party right

• Send spam, abusive content, malware, or harmful code

• Attempt to gain unauthorized access to Lumen, Shopify, or another merchant's data

• Reverse engineer, scrape, overload, or disrupt the Service

• Bypass plan limits, billing controls, security controls, or authentication

• Use Lumen for high-risk advice such as legal, medical, financial, or safety-critical decisions

• Misrepresent AI-generated responses as guaranteed human statements

• Collect unnecessary sensitive information from shoppers

We may suspend or terminate access if we believe your use of Lumen creates security, legal, platform, or operational risk.

AI Features

Lumen uses AI to generate and assist with support responses. AI output may be inaccurate, incomplete, delayed, or unsuitable for a specific situation.

Lumen is designed for narrow post-purchase support use cases. It should not be used as the sole source for important decisions outside order support.

Merchants are responsible for configuring Lumen, reviewing escalations, and correcting any inaccurate store policy, shipping, or support information.

Privacy and Data

Our Privacy Policy explains how we collect, use, share, and retain information when providing Lumen.

By using Lumen, you authorize us to process Shopify store, order, fulfillment, and chat information as needed to provide the Service.

You remain responsible for your own privacy notices, customer communications, legal basis for processing, and compliance obligations as a Shopify merchant.

Plans, Billing, and Cancellation

Lumen may offer free and paid plans. Paid plans, usage-based charges, plan changes, and cancellations are handled through Shopify's app billing system unless otherwise stated in the Shopify App Store listing or checkout flow.

Your Shopify invoice may include Lumen charges according to the plan and usage you select. Shopify billing terms and the app subscription approval screen govern the billing details shown to you at the time of approval.

You can cancel Lumen by uninstalling the app from Shopify or changing/canceling your plan where supported. Cancellation stops future use of the paid Service, but past charges may still be handled according to Shopify's billing process and applicable law.

Unless required by law or clearly stated otherwise, fees already charged are not refundable.

Support

For support, contact:

support@manilabs.co

We aim to respond to support requests in a reasonable time, but response times are not guaranteed unless separately agreed in writing.

Availability and Changes

We work to keep Lumen reliable, but we do not guarantee uninterrupted or error-free operation.

Lumen may be unavailable or degraded due to maintenance, Shopify platform issues, hosting outages, database issues, AI provider issues, email provider issues, internet failures, security incidents, or other events outside our control.

We may release updates, change features, add limits, or remove features when needed to improve the Service, meet Shopify requirements, maintain security, or comply with law.

Intellectual Property

Lumen, including its software, design, branding, workflows, documentation, and related materials, is owned by Manikandan, doing business as Mani Labs, or its licensors.

You may use Lumen only as permitted by these Terms and the Shopify app installation flow. These Terms do not transfer ownership of Lumen to you.

You retain ownership of your store data, merchant content, policies, and customer communications. You grant us the rights needed to process that information to provide and improve the Service.

Feedback

If you provide feedback, suggestions, or ideas about Lumen, you allow us to use them without restriction or compensation. We appreciate feedback, but we are not required to implement it.

Third-Party Services

Lumen depends on third-party services, including Shopify, hosting providers, database providers, AI providers, and email providers.

We are not responsible for third-party services outside our control. Your use of Shopify and other third-party services may be governed by their own terms and privacy policies.

Disclaimers

Lumen is provided "as is" and "as available" to the maximum extent permitted by law.

We disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, non-infringement, availability, accuracy, and reliability.

We do not guarantee that Lumen will reduce support tickets, increase sales, satisfy every shopper, or produce perfect responses.

Limitation of Liability

To the maximum extent permitted by law, Lumen, Manikandan, and Mani Labs will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, including lost profits, lost revenue, lost data, loss of goodwill, business interruption, or cost of substitute services.

To the maximum extent permitted by law, our total liability for any claim related to Lumen will not exceed the amount you paid to Lumen in the three months before the event giving rise to the claim, or USD $100 if you used only a free plan.

Some jurisdictions do not allow certain limitations, so some of these limitations may not apply to you.

Indemnification

You agree to defend, indemnify, and hold harmless Lumen, Manikandan, Mani Labs, and our affiliates, contractors, and service providers from claims, damages, liabilities, losses, and expenses arising from:

• Your use or misuse of Lumen

• Your store, products, policies, fulfillment, or customer communications

• Your violation of these Terms

• Your violation of law or third-party rights

• Content or information you provide through Lumen

Termination

You may stop using Lumen at any time by uninstalling the app from Shopify.

We may suspend or terminate access to Lumen if:

• You violate these Terms

• Required Shopify permissions are removed

• Payment fails or charges are not approved

• Your use creates security, legal, compliance, or operational risk

• Shopify requires suspension or removal

After termination, we may delete or retain information according to our Privacy Policy, legal obligations, and backup practices.

Changes to These Terms

We may update these Terms from time to time. If changes are material, we will update the effective date and, where appropriate, provide notice through the app or website.

Continued use of Lumen after updated Terms become effective means you accept the updated Terms.

Governing Law

These Terms are governed by the laws of India, without regard to conflict of law rules. The courts located in Coimbatore, Tamil Nadu, India will have jurisdiction, unless applicable law requires otherwise.

Contact

For questions about these Terms, contact:

support@manilabs.co