Terms of Service

Last updated: 1 June 2026

These Terms of Service (“Terms”) govern your use of the Yoyo returns platform (“Service”) operated by Yoyo (“we”, “us”, or “our”). By installing or using the Service, you agree to be bound by these Terms.

1. The Service

Yoyo is a Shopify application that helps merchants manage product returns, exchanges, store credit, and related workflows. The Service includes the Shopify embedded app, the customer-facing returns portal, API integrations, and the yoyoreturns.com website.

2. Eligibility

To use Yoyo, you must operate a Shopify store and have the authority to bind your business to these Terms. The Service is intended for business use and is not available to consumers directly.

3. Account and Access

  • Access to Yoyo is granted via Shopify OAuth. You are responsible for maintaining the security of your Shopify account.
  • You must provide accurate store and contact information.
  • You are responsible for all activity that occurs through your Yoyo account.
  • We reserve the right to suspend or terminate accounts that violate these Terms.

4. Subscription and Billing

  • Yoyo is offered on a monthly subscription basis at the plan prices listed on our pricing page, in USD.
  • Each plan includes a set allowance of returns. Returns processed beyond your plan’s allowance are billed at the per-return overage rate shown on the pricing page.
  • Return shipping labels are purchased directly from your carrier at your own rates; label costs are passed through without markup and do not appear on your Yoyo bill.
  • All billing is handled through Shopify’s app billing system. By subscribing, you authorise Shopify to charge the subscription fee (and any overage charges) to your Shopify account.
  • Subscriptions renew automatically each month. You may cancel at any time from the Shopify admin.
  • We offer a 14-day free trial. No payment is required during the trial period.
  • We do not offer refunds for partial months. If you cancel, you retain access until the end of your current billing period.
  • We reserve the right to change our pricing with 30 days’ notice. Price changes do not affect your current billing period.

5. Your Responsibilities

As a merchant using Yoyo, you agree to:

  • Comply with all applicable laws, including consumer protection and distance selling regulations
  • Maintain a lawful return policy and ensure your use of Yoyo reflects that policy accurately
  • Obtain any necessary consent from your customers before processing their data through the Service
  • Not use the Service to facilitate fraud, abuse, or any unlawful activity
  • Not attempt to reverse-engineer, copy, or redistribute any part of the Service
  • Not use the Service to send unsolicited communications (spam)

6. Your Data

  • You retain ownership of all data you submit to or generate through the Service (“Your Data”).
  • You grant us a limited licence to use Your Data solely to provide and improve the Service.
  • We process customer personal data on your behalf as a data processor. Our responsibilities as a processor are set out in our Data Processing Agreement.
  • You may export or request deletion of Your Data at any time. See our Privacy Policy for details.

7. AI Features

Yoyo includes optional AI-powered features (e.g. smart return evaluation, exchange recommendations). By enabling these features, you acknowledge that:

  • Return data may be processed by third-party AI providers (currently Anthropic)
  • AI suggestions are recommendations, not guarantees; you retain ultimate decision-making authority
  • AI features can be disabled at any time from your Yoyo settings
  • We anonymise data before sending it to AI providers (see our Privacy Policy)

8. Shipping and Labels

  • When you generate return shipping labels through Yoyo, we act as an intermediary between you and the shipping carrier.
  • Shipping rates and availability are determined by the carrier and may change without notice.
  • We are not responsible for lost, delayed, or damaged parcels once they are in the carrier’s possession.

9. Availability and Support

  • We aim for 99.9% uptime but do not guarantee uninterrupted service. Scheduled maintenance will be communicated in advance where possible.
  • Support is available via email at hello@yoyoreturns.com.
  • We reserve the right to modify, suspend, or discontinue any feature of the Service with reasonable notice.

10. Intellectual Property

The Service, including its design, code, branding, and documentation, is owned by Yoyo and protected by intellectual property laws. Your subscription grants you a limited, non-exclusive, non-transferable licence to use the Service for your business purposes.

11. Limitation of Liability

To the maximum extent permitted by law:

  • The Service is provided “as is” and “as available” without warranties of any kind, express or implied.
  • We are not liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service.
  • Our total liability for any claim arising from these Terms or the Service is limited to the fees you paid in the 12 months preceding the claim.
  • We are not liable for actions taken by shipping carriers, payment processors, or other third parties.

12. Indemnification

You agree to indemnify and hold Yoyo harmless from any claims, losses, or damages arising from your use of the Service, your violation of these Terms, or your violation of any applicable law.

13. Termination

  • You may cancel your subscription at any time via the Shopify admin.
  • We may terminate your access if you materially breach these Terms, after giving you reasonable notice and an opportunity to cure the breach where practical.
  • Upon termination, your data will be retained for 30 days and then deleted, unless you request earlier deletion or applicable law requires longer retention.

14. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated via email or in-app notification at least 30 days before they take effect. Continued use of the Service after changes constitutes acceptance of the updated Terms.

16. Contact Us

If you have questions about these Terms, contact us at:

Yoyo
Email: hello@yoyoreturns.com
Stow-on-the-Wold, United Kingdom