Agreement

These terms govern your use of Soran. By creating an account, or by using the service on behalf of an organization that has one, you accept them. If you are accepting on behalf of a company, you confirm that you are authorized to bind it.

Soran is a product for businesses. It is not offered to consumers, and nothing in these terms is intended to displace rights that a consumer protection law gives you and cannot be waived.

What the service is

Soran collects events from the sites and stores you connect, reconstructs the path that led to each order, divides credit across that path, and reports the result against the ad spend and costs you provide. It can also send conversions back to the ad platforms you configure.

We improve the service continuously. We may add, change, or withdraw features, and where a change removes something you rely on we will give you reasonable notice first.

Your account

Give us accurate account details and keep them current, because that is how we reach you about billing and security.
You are responsible for what happens under your account, including anything done by the people you invite to it.
Keep your credentials to yourself, and tell us promptly if you believe someone else has them.
You must be old enough to enter a contract in your jurisdiction.

Who owns what

Your data stays yours. The events, orders, customer records, costs, and settings you put into Soran belong to you. You grant us only the permission we need to host and process that data in order to provide the service, and we do not use it for our own purposes, sell it, or train models on it.

The software stays ours. Soran, its interfaces, its documentation, and everything we build into it remain our property. These terms give you a licence to use the service while your subscription is current, and nothing more.

If you send us an idea for how Soran should work, we may act on it without owing you anything for it. We will not identify you as its source without asking.

What you are responsible for

Soran processes data about your visitors and customers on your instruction, which puts some obligations squarely on your side.

Have a lawful basis for collecting what you collect and for sending it to us, and publish whatever notice your jurisdiction requires on the site running the tracker.
Collect consent where consent is required, including before any conversion is forwarded to an ad platform.
Keep to the terms of the platforms you connect. Shopify, Meta, TikTok, Google, and the rest each impose their own rules on how their data may be used, and your agreement with them is yours to keep.
Do not send us special categories of personal data, payment card numbers, or government identifiers. Soran is not built to hold them.

Acceptable use

Do not use Soran to:

break the law, or help anyone else to;
access an account, property, or dataset you have not been granted;
probe, load test, or reverse engineer the service, except where the law gives you that right and we have declined a written request;
resell or white label the service without our written agreement, which does not restrict an agency from running client properties in the ordinary way; or
put a volume of traffic through the service that degrades it for other customers.

Plans and payment

Subscriptions are billed in advance for the period you choose and renew automatically until cancelled.
Fees exclude taxes. Where we are required to collect a tax, it is added to your invoice.
Prices can change. We will tell you before a change affects a renewal, and you can cancel instead of accepting it.
If a payment fails we may retry it, and we may suspend the service after giving you notice and a chance to fix it.
Stores connected through our Shopify app are billed by Shopify, on that store's Shopify invoice.
You can ask for a refund of a charge within 3 days of being charged. Message support with the store and the charge, and the refund is issued through Shopify for stores billed by Shopify. After 3 days, payments are not refundable except where the law requires it.

Trials and offers

Where we offer a trial or an introductory price, the terms stated with that offer apply to it. When the offer period ends the subscription continues at the standard price unless you cancel before then.

Cancelling, and what happens to your data

You can cancel at any time from your account. Cancelling ends the subscription right away, and Shopify credits the unused part of the period to your Shopify bill.

Export anything you want to keep before you cancel. After an account closes, your data is deleted according to the privacy policy, and a deleted property cannot be recovered.

We may suspend or close an account that breaches these terms. Where the breach can be fixed we will say so and give you a chance to fix it first, unless the breach is causing harm that will not wait.

Availability and support

We work to keep Soran available and quick, but we do not commit to an uptime figure unless we have agreed one with you in writing. Maintenance, third-party outages, and faults happen, and when they do we will say what is wrong rather than wait for it to pass.

Support is provided by email and in-app chat during business hours.

Platforms we depend on

Soran reads from and writes to platforms we do not control. Those platforms change their interfaces, their limits, and their policies, sometimes without notice, and a change can interrupt or end a feature that depends on them.

We will adapt where we can and tell you where we cannot, but we are not responsible for what a platform does with its own service, nor for data it reports to us incorrectly.

Reports, models, and assistant output

Attribution is a model, not a measurement. Soran states the rule behind every figure and shows the data underneath it so you can check the working, and the same applies to answers from the assistant, which can be wrong or incomplete.

Decisions you take on the strength of a report are yours. Use the numbers as evidence, not as instructions, particularly where the amount at stake is large.

Confidentiality

Each of us may learn things about the other that are not public. Neither side will use the other's confidential information for anything beyond this agreement, or disclose it except to people who need it and are held to the same standard. This does not cover information that is already public, independently developed, or required to be disclosed by law.

Warranties

We provide Soran with reasonable skill and care. Beyond that, and to the extent the law allows, the service is provided as it is, without warranties of any kind, including any implied warranty of merchantability, fitness for a particular purpose, or uninterrupted operation.

Limitation of liability

Neither side is liable to the other for indirect or consequential loss, for lost profits, revenue, goodwill, or data, or for the cost of substitute services, however caused.

Each side's total liability arising out of this agreement is limited to the fees you paid us in the twelve months before the event giving rise to the claim.

Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

Indemnity

You will cover us against claims brought by a third party that arise from your data, from your use of the service in breach of these terms, or from your failure to obtain a lawful basis or a consent that was required. We will tell you promptly about any such claim and let you control its defence.

Changes to these terms

We may update these terms. The date at the top of this page changes when we do, and we will tell you by email or in the app before a material change takes effect. Continuing to use Soran after that is acceptance. If you would rather not accept, cancel before the change takes effect.

General

These terms, together with the privacy policy and the data processing agreement, are the whole agreement between us on this subject.
If a clause is found unenforceable, the rest stays in force and that clause is read as narrowly as it needs to be to stand.
Not enforcing a term on one occasion does not waive it for the next.
You may not assign this agreement without our consent. We may assign it to a successor in the event of a sale of the business.
This agreement is governed by the law of the jurisdiction in which Soran is established, and the courts of that jurisdiction have exclusive jurisdiction over disputes arising from it.

Contact

Questions about these terms go to marketing@soran.ai.