Terms of Service for RETEX
Version 1.1 · Last updated: 2026-10-13
These terms are the agreement between ARSHIVE GROUP - FZCO, a Dubai free zone company, licence number 64407, IFZA Business Park, DDP, Premises no 64407-001, Dubai Silicon Oasis, Dubai, United Arab Emirates ("we", "us") and the business that installs RETEX on its Shopify store ("you", "the merchant"). By installing RETEX, or by accepting these terms in the app, you agree to them on behalf of the business. If you accept for a business you confirm that you have the authority to do so.
RETEX is offered to businesses only. It is not offered to consumers.
1. The service
1.1 RETEX is software provided over the internet for Shopify stores. It lets your customers request a return or an exchange, or give notice of withdrawal, through a portal in your online store, and lets your team review requests, issue return labels or codes, record received goods, and carry out refunds, store credit, replacement orders, payment differences and restocking in Shopify. Every plan includes all features; plans differ in how many return requests they include.
1.2 We may improve, change or remove features. If a change reduces a feature of your plan in a material way, we will give you notice under section 12.
1.3 RETEX is a tool. It does not give legal advice, and its default settings and texts are not a guarantee that you comply with consumer, tax, data protection or other law. You are responsible for deciding what your return policy is and for complying with the law that applies to your business (see section 4).
2. Plans, trials and payment
2.1 All charges are made through Shopify. Plans, prices, billing intervals and any free trial are set out in the pricing section of the app's listing in the Shopify App Store and on Shopify's plan-selection page for your store. We do not invoice you or take payment outside Shopify's billing system. Shopify's own terms and policies for app charges apply, including how charges, taxes, trials, cancellations and refunds are handled.
2.2 Request allowance. Each plan, including during its free trial, includes a number of return requests in a rolling 30-day period, as stated in the listing; one plan has no limit. Requests from your customers and from your team both count. When the allowance is reached, your team cannot create new requests in the app until the count drops or you choose a higher plan; existing requests and all features stay available. We do not restrict your customers. A customer can always submit a return request or a withdrawal notice through your portal, and these are not blocked by a plan limit.
2.3 Changes to prices. We may change prices or plans for the future by updating the listing and, where Shopify's tools require it, asking for your approval. Changes do not affect a period that has already been charged.
2.4 You may change plan or uninstall the app at any time in Shopify. Uninstalling stops future charges as Shopify's billing rules provide.
3. Using the app: our rights and your account
3.1 We grant you a limited, non-exclusive, non-transferable right to use RETEX for the business of the store on which you install it, for as long as these terms apply.
3.2 You are responsible for what happens under your account: for your staff's use, for keeping any carrier or mailbox credentials you add accurate and secure, and for the instructions you give us through the app's settings.
3.3 You must not: (a) use RETEX unlawfully or to infringe others' rights; (b) attack, probe or overload our systems, or bypass limits or security; (c) reverse engineer the software, except where the law allows this despite this clause; (d) resell or offer the service to others as your own; (e) upload malware or content you have no right to use; or (f) use the data in the app to harass, discriminate against or unlawfully profile customers.
3.4 We and our licensors own the software, the brand and the documentation. You own your data, and the content your customers provide. You give us the right to process that data to provide the service, as set out in section 5.
4. Your responsibilities as the seller
4.1 You are the seller to your customers and remain responsible for the contracts with them, and for the legal information you give them. In particular you remain responsible for: the return policy and return costs you set, and for telling customers about them before purchase; handling the right of withdrawal and the other rights consumers have under the law of their country; deciding whether each request is accepted and for correcting any mistake in a decision; the accuracy of the trader details and the product exceptions you configure; and the correct tax treatment of refunds, replacement orders and invoices.
4.2 RETEX carries out actions in Shopify on the instruction of your team, such as refunds, store credit, discount codes, orders and inventory changes. You should check amounts before you approve them. We are not liable for a refund or credit that you approved, or for a Shopify setting or restriction that stops an action from succeeding.
4.3 If you connect a carrier or a mailbox, you need your own agreement with that provider, and its terms apply to that service. We pass data to the provider only as you instruct us.
5. Personal data
5.1 When we process your customers' personal data to provide RETEX, we do so as your processor under our Data Processing Agreement, which forms part of these terms. By accepting these terms you also accept the Data Processing Agreement.
5.2 How we handle the data of merchants and their staff, as controller, is described in our Privacy Policy. Our sub-processors and retention rules are published on this site.
6. Availability and support
6.1 We aim to keep RETEX available and to fix faults quickly, but we do not promise uninterrupted or fault-free operation. We may suspend the service briefly for maintenance. No service level applies unless a plan in the listing states one.
6.2 Support is provided through the channels and during the times described on our support page. RETEX depends on Shopify and on any carriers or other services you connect. We are not responsible for their availability or for changes they make.
7. No warranty
7.1 To the extent the law permits, RETEX is provided "as is" and "as available". We do not give any warranty beyond those required by law, including that the service will meet your particular needs, be free from errors, or that carrier labels, tracking or third-party data will be accurate or available.
7.2 Nothing in these terms limits any right or remedy that the law does not allow us to limit.
8. Limitation of liability
8.1 Nothing in these terms excludes or limits our liability for intent or gross negligence, for injury to life or health, or in any other case where the law does not allow liability to be excluded or limited.
8.2 Subject to 8.1, we are not liable for loss of profit, revenue, goodwill or data, or for indirect or consequential loss.
8.3 Subject to 8.1, our total liability to you for all claims arising out of or in connection with these terms in any period of 12 months is limited to the amount you paid for RETEX through Shopify in the 12 months before the event giving rise to the claim, or, if you paid nothing in that period (for example during a free trial), EUR 100.
8.4 You are liable to us for loss caused by your breach of sections 3 and 4, subject to the same limits that the law places on liability.
9. Suspension
9.1 We may suspend or restrict your access, with notice where this is possible and appropriate, if: (a) you materially breach these terms and do not remedy it within a reasonable time after we ask you to; (b) your use puts the security or operation of the service or other merchants at risk; (c) a court or authority requires it; or (d) Shopify suspends or removes your store or the app.
9.2 While access is suspended, we keep your data and will restore access once the reason ends, unless we end the agreement under section 10. Suspension does not stop your customers from using the portal to submit a withdrawal notice, unless the law or an authority requires us to.
10. Term and termination
10.1 The agreement starts when you install the app and continues until it ends under this section.
10.2 You can end it at any time by uninstalling the app in Shopify.
10.3 We can end it: (a) with 30 days' notice for any reason; or (b) immediately by written notice if you materially breach these terms and do not remedy the breach within 14 days of notice, or the breach cannot be remedied, or if we are required by law to stop providing the service.
10.4 Data on termination. When the app is uninstalled, we stop processing and delete all of your shop's data, including requests, settings, files, messages and encrypted credentials, about 48 hours later, when Shopify sends us its shop deletion notice. If you reinstall within that time the deletion is cancelled. Because deletion is permanent, export or save anything you need before uninstalling. Our Retention Policy and the Data Processing Agreement set out the details and the limited data that we must keep by law. If we end the agreement and you ask us in writing within 30 days of the notice, we will help you to export your data before it is deleted.
10.5 Sections that by their nature should continue (including 3.4, 7, 8, 11 and 13) survive termination.
11. Confidentiality
Each of us keeps the other's non-public business information confidential, uses it only for the purposes of these terms, and discloses it only to people and advisers who need it and are bound by confidentiality, or where the law requires it.
12. Changes to these terms
12.1 We may change these terms, for example to reflect new features, legal requirements or our business. We will give you at least 30 days' notice of a material change, by email to the contact address stored for your shop and by a notice in the app. The notice will say what is changing and when.
12.2 If you do not agree with the change you can uninstall the app before it takes effect. If you continue to use the app after the effective date you accept the new version. A change that is required by law or that benefits you can take effect immediately.
12.3 We keep a record of the version of these terms that you accepted and when.
13. General
13.1 Governing law and courts. These terms and any dispute arising out of or in connection with them are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. The courts of the Dubai International Financial Centre (DIFC Courts) have exclusive jurisdiction, unless the law gives a court elsewhere mandatory jurisdiction. The Data Processing Agreement sets its own governing law and courts (its section 12.3).
13.2 Entire agreement. These terms, the Data Processing Agreement and any plan details in the Shopify listing are the entire agreement about RETEX. If they conflict, the Data Processing Agreement prevails for personal data and these terms prevail for everything else.
13.3 Severability. If part of these terms is invalid, the rest continues to apply, and the invalid part is replaced by a valid provision that comes closest to its purpose.
13.4 Assignment. You may not assign these terms without our written consent. We may assign them to a successor of our business and will notify you.
13.5 Force majeure. Neither of us is liable for failure to perform caused by events beyond reasonable control, including failures of Shopify, hosting, telecommunications or carriers.
13.6 Language. These terms may be translated for convenience. The English text prevails if there is a difference.
13.7 Notices. We give notice to the contact email stored for your shop. You give notice to support@retexapp.com.
14. Contact
ARSHIVE GROUP - FZCO, a Dubai free zone company, licence number 64407, IFZA Business Park, DDP, Premises no 64407-001, Dubai Silicon Oasis, Dubai, United Arab Emirates. Email: support@retexapp.com.