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Terms of Service

Last updated: 24 April 2026

These Terms of Service (“Terms”) are a legal agreement between Mate HQ Pty Ltd (ABN 31 697 466 292) trading as ReturnMate (“ReturnMate,” “we,” “us,” “our”) and the merchant business that installs or uses the ReturnMate Shopify application and related services (“you,” “your,” the “Merchant”). By installing, accessing or using ReturnMate you agree to these Terms. If the person accepting these Terms is doing so on behalf of a company, they represent that they have authority to bind that company.

1. The Service

ReturnMate is a software-as-a-service application that helps Shopify merchants manage post-sale operations, including return merchandise authorisations (RMAs), warranty claims, repair workflows, dangerous-goods compliance documentation, multi-carrier shipping label generation, counter-swap and offline repair flows, customer self-service portals, and operational analytics (the “Service”). The Service includes the Shopify embedded admin, the customer portal, the REST API, the help centre and the desktop print-client agent, as we make them available from time to time.

2. Eligibility and account registration

The Service is intended for use by businesses and their authorised staff. You must (a) hold an active Shopify account, (b) be at least 18 years old or the age of majority in your jurisdiction, and (c) have the authority to enter into these Terms on behalf of your business. You must provide accurate and complete registration information and keep it up to date.

3. Staff users and account security

You are responsible for creating, managing and de-provisioning the staff users you grant access to the Service. You are responsible for all activity that occurs under your account or under any staff user account you authorise, whether or not you authorised the specific activity. You must keep credentials, API keys and any OAuth connections (for example, TradeMate, Gorgias or Zendesk) confidential and must notify us promptly at support@matehq.com.au if you suspect unauthorised use.

4. Acceptable use

You must not use the Service:

  • for any unlawful purpose, or in violation of any applicable law or regulation (including the Privacy Act 1988 (Cth), the Australian Consumer Law, applicable dangerous-goods transport law and the terms of any connected third-party platform);
  • to upload, transmit or store malicious code, unlawful content, or content that infringes third-party rights;
  • to attempt to gain unauthorised access to the Service or to other Merchants’ data, to probe or scan for vulnerabilities without our prior written consent, or to interfere with the proper operation of the Service;
  • to reverse-engineer, decompile, or otherwise derive source code from the Service, except to the extent permitted by applicable law;
  • to rent, resell, sublicense or white-label the Service to third parties without our prior written consent;
  • to exceed any usage limits or rate limits published or communicated to you.

5. Subscription fees and billing

The Service is offered on a subscription basis, billed through the Shopify Billing API according to the plan you select. Fees are charged in advance of each billing cycle (monthly or annual) and are non-refundable except where required by the Australian Consumer Law, Shopify App Store policy, or expressly stated in writing by us. Usage-based add-ons (for example, additional locations or advanced analytics) may be charged in addition to your base subscription.

You may upgrade, downgrade or cancel your subscription at any time through the Shopify admin. Downgrading or cancelling does not entitle you to a refund of fees already charged, but will take effect from the start of the next billing cycle (for downgrades) or at the end of the current cycle (for cancellations), unless otherwise required by Shopify.

6. Data ownership and licence

As between you and us, you retain all rights in the data you upload to, generate in, or transmit through the Service (“Merchant Data”), including personal information of your customers.

You grant us a non-exclusive, worldwide, royalty-free licence to host, store, transmit, process and display Merchant Data solely to the extent necessary to provide, secure, maintain and improve the Service for you, to support you, to comply with law, and to produce aggregated and de-identified analytics that cannot reasonably be used to identify you or any of your customers.

We will not sell Merchant Data, nor use it for our own marketing. Our handling of personal information within Merchant Data is governed by our Privacy Policy. Where the GDPR or UK GDPR applies, we act as a data processor and you act as data controller — these Terms form our data-processing agreement for those purposes.

7. Third-party integrations

The Service integrates with third-party platforms, including Shopify, Australian and international carriers (Australia Post, StarTrack, TNT, Team Global Express, Mainfreight, NZ Post, FedEx, UPS), helpdesks (Gorgias, Zendesk) and, optionally, the TradeMate B2B platform. Your use of those integrations is subject to the third party’s own terms and pricing. We are not responsible for the content, accuracy, availability or practices of any third-party platform, and your dealings with a third party are solely between you and that third party.

When you enable an integration, you authorise ReturnMate to exchange the relevant data with that third party on your behalf using the credentials, API keys or OAuth tokens you provide or authorise.

8. Dangerous goods compliance

ReturnMate generates transport documentation intended to assist with compliance with the Australian Dangerous Goods Code (ADG 7.x) and similar international standards. The documentation is generated from the product classifications, UN numbers, classes, packing groups, weights and quantities you configure. You are solely responsible for:

  • ensuring the accuracy and currency of dangerous-goods classifications and product data;
  • training staff who classify, package or dispatch dangerous goods;
  • complying with all applicable dangerous-goods transport regulations in the origin and destination jurisdictions; and
  • any legal or operational consequences of a mis-classification or mis-declaration.

ReturnMate does not give regulatory, legal or transport-compliance advice.

9. Intellectual property

We (and our licensors) retain all rights, title and interest in and to the Service, including all software, interfaces, documentation, templates and analytical models. Except for the limited rights expressly granted in these Terms, no rights are granted to you in the Service. Any feedback, ideas or suggestions you provide to us are provided on a non-confidential basis, and you grant us a perpetual, irrevocable, worldwide, royalty-free licence to use them to improve the Service.

10. Confidentiality

Each party may have access to the other’s confidential information. Each party agrees (a) to protect the other’s confidential information using at least the same care it uses for its own confidential information of a similar nature, (b) to use it only to perform these Terms, and (c) not to disclose it to third parties except to employees, contractors and advisers who need it and are bound by obligations at least as protective as these Terms. These obligations do not apply to information that is publicly known through no fault of the receiving party, was lawfully received from a third party without restriction, is independently developed, or is required to be disclosed by law.

11. Service availability

We aim to keep the Service available with high uptime, but the Service is provided on an “as is” basis and we do not warrant uninterrupted or error-free operation. We may perform planned maintenance from time to time and will use reasonable efforts to give notice where maintenance will cause significant disruption. We are not responsible for outages or delays caused by third-party platforms (including Shopify, carriers, TradeMate, helpdesks) or by factors outside our reasonable control.

12. Warranties and consumer guarantees

To the maximum extent permitted by law, we disclaim all implied warranties, including warranties of merchantability, fitness for a particular purpose and non-infringement. Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy conferred on you by the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or any other applicable law which cannot be excluded. Where our liability can be limited under the Australian Consumer Law in respect of services that are not of a kind ordinarily acquired for personal, domestic or household use, our liability is limited to resupplying the services or paying the cost of having the services resupplied.

13. Limitation of liability

Subject to Section 12 and to the maximum extent permitted by law:

  • in no event will either party be liable for any indirect, incidental, special, consequential, punitive or exemplary damages, or for any loss of profit, revenue, goodwill, data or anticipated savings, arising from or in connection with these Terms or the Service, whether in contract, tort, under statute or on any other basis, even if advised of the possibility of such damages;
  • each party’s total aggregate liability arising from or in connection with these Terms or the Service in any 12-month period is limited to the fees paid or payable by you to us for the Service in that same 12-month period.

These limitations do not apply to breaches of confidentiality, infringement of the other party’s intellectual property, or liability that cannot lawfully be limited.

14. Indemnity

You agree to indemnify and hold us harmless from and against any third-party claim, loss, damage, expense or cost (including reasonable legal fees) arising from (a) your breach of these Terms, (b) your breach of any third-party terms, (c) your infringement of any person’s rights (including intellectual property and privacy rights), or (d) your handling of dangerous goods. We will promptly notify you of any such claim and give you reasonable cooperation in its defence.

15. Suspension and termination

You may terminate these Terms at any time by uninstalling the Shopify app and cancelling your subscription. We may suspend or terminate the Service or these Terms (a) on 30 days’ notice for convenience, (b) immediately if you materially breach these Terms and fail to cure the breach within 14 days of written notice, (c) immediately if required by law or by Shopify, or (d) immediately if there is a security incident, suspected fraud, or misuse of the Service that puts other Merchants, customers or ReturnMate at risk.

On termination: (i) your right to access and use the Service ends, (ii) fees already paid are non-refundable except as expressly required, (iii) you remain responsible for any fees accrued up to the termination date, and (iv) we will, on request and for up to 30 days after termination, make Merchant Data available for export. After that period, we will delete or de-identify Merchant Data in accordance with our Privacy Policy, except where we are required by law to retain it.

Sections 4, 6, 9, 10, 12, 13, 14, 15, 17, 18 and 19 survive termination.

16. Modifications to the Service and to these Terms

We may update, add to or withdraw features of the Service from time to time as part of the ordinary evolution of the product. We may amend these Terms from time to time. For material changes we will give reasonable advance notice (including by email or in-app) before the change takes effect. Your continued use of the Service after the effective date constitutes acceptance of the amended Terms. If you do not accept a change, your remedy is to stop using the Service and cancel your subscription before the effective date.

17. Force majeure

Neither party is liable for failure to perform (other than obligations to pay money) caused by a matter beyond its reasonable control, including natural disasters, fire, pandemic, strikes, telecommunications or internet failures, failures or outages of third-party platforms (including Shopify, carriers, TradeMate, helpdesks), and governmental actions or restrictions.

18. Governing law and jurisdiction

These Terms are governed by the laws of Victoria, Australia, and the laws of the Commonwealth of Australia applicable in Victoria. The parties submit to the exclusive jurisdiction of the courts of Victoria and the federal courts of Australia, subject to any non-excludable right of a consumer to bring proceedings in another jurisdiction.

19. Dispute resolution

Before commencing any proceedings (other than for urgent injunctive relief or to protect intellectual property), the parties agree to attempt in good faith to resolve any dispute arising from these Terms by written notice to the other, followed by at least 30 days of good-faith negotiation between senior representatives of each party.

20. Notices

Notices to you may be given by email to the address associated with your ReturnMate account or through an in-app notification. Notices to us, including formal legal notices, must be given by email to support@matehq.com.au. A notice is deemed given when sent, provided the sender does not receive a bounce or delivery-failure message.

21. Assignment

You may not assign or transfer these Terms or any rights or obligations under them, in whole or in part, without our prior written consent. We may assign these Terms to an affiliate or to a successor in connection with a sale, merger or reorganisation of our business. Any purported assignment in breach of this clause is void.

22. Entire agreement, severability, waiver

These Terms (together with our Privacy Policy and any order form signed by both parties) constitute the entire agreement between the parties in relation to the Service and supersede all prior agreements or understandings. If any provision is found unenforceable, it will be enforced to the maximum extent possible, and the remainder of these Terms will remain in effect. No failure or delay in exercising a right is a waiver of that right.

23. Contact

For questions about these Terms, contact us at support@matehq.com.au.