Terms of Service

Last updated: October 5, 2026

These terms are an agreement between Packsaddle Software, LLC ("Packsaddle Software", "we", "us"), 126 Cloister Lane, Mooresville, NC 28117, United States, and the business that installs OneWord on its Shopify store ("you", the "merchant"). By installing or using OneWord you agree to these terms and to our Privacy Policy. If you are accepting for a business, you confirm you can bind it.

1. The service

OneWord gives your repeat customers a card that describes them in one word, written with AI from their order history, which they can open from their account, your order confirmation page or your storefront button, and choose to share. It also gives you a dashboard of results and optional tools: a December edition, a campaign kit and gift codes.

OneWord works only through Shopify. You must keep a Shopify store in good standing and follow Shopify's terms.

2. Plans and billing

Plans are listed in the OneWord admin. They are sized by your store's average number of orders a month over the last 3 months, and each includes a monthly number of AI written cards. The Free plan costs nothing.
Paid plans are billed by Shopify, monthly or yearly, on your Shopify invoice. You approve each charge in Shopify before it starts.
Monthly card limits reset on the same day each month. When the limit is used, new cards wait until the next month or an upgrade.
If your store grows past its plan, you have 30 days to move to a plan that fits. After that, new cards pause until you do. Cards customers already have keep working.
You can change plans or cancel at any time from the OneWord admin, or by uninstalling. When a paid plan is cancelled, Shopify handles any credit for the unused period. Otherwise fees are not refundable, except where the law requires.
We may change prices with at least 30 days' notice in the OneWord admin. A change applies from your next billing period.

3. Your responsibilities

Tell your customers, in your own privacy policy, that you use service providers like OneWord to personalize their experience from their order history.
Use OneWord lawfully, and only for your own store.
Gift codes are off until you turn them on. When on, OneWord creates discount codes in your store with the amount, end date and limits you choose. The discounts are your offer to your customers, and you are responsible for honoring them and for their cost.
Campaign emails made from the campaign kit are sent by you, through your own tools, under your own email consent rules.
Do not try to break, overload, copy or reverse engineer OneWord, or use it to send anything unlawful or harmful.

4. AI written content

Cards are written by AI and checked by our own code before they are shown: only facts from the customer's orders, no prices, no sensitive topics, positive wording. AI can still make mistakes or produce wording you would not choose. A customer can hide their card at any time, and you can contact us to remove a card. You may use cards your customers share to promote your store.

5. Data processing terms

This section applies to personal data about your customers that OneWord processes for you ("customer data"). The Privacy Policy lists exactly what that data is.

Roles. You are the controller (or business) for customer data. We are your processor (or service provider) and process it only to provide OneWord to you, following your instructions as expressed by installing OneWord and choosing its settings.
No other use. We do not sell customer data, share it for advertising, use it to train AI models, or combine it with data from other stores.
Confidentiality. Only people who need access to run OneWord have it, and they are bound to keep it confidential.
Security. We protect customer data with encryption in transit and at rest, access controls, and logs that do not record customer identifiers.
Subprocessors. You authorize these subprocessors: Shopify (platform), Railway (hosting and database), Cloudflare (domain and web traffic), Anthropic (AI writing, which receives order summaries with no customer identifiers) and Resend (service emails to you, with no customer data). We will tell you in the OneWord admin before adding a subprocessor that receives customer data, and you may object by contacting us or uninstall.
Requests from your customers. When Shopify sends us a customer data request, we email your store's contact email a readable copy of everything OneWord holds about that customer, for you to pass on. When Shopify sends a customer deletion request, we delete that customer's data. You can also reach us at support@packsaddlesoftware.com.
Breaches. If we learn of a breach affecting customer data, we will tell you without undue delay, and within 72 hours where we can, with what we know and what we are doing about it.
Retention and deletion. Order details are kept about 13 months, then reduced to lifetime totals. Cards, lifetime totals, gift code records and revenue tracking records are kept while your store has OneWord. On a customer deletion request from Shopify we delete that customer's cards, orders, lifetime totals, gift code records and the revenue tracking records for their orders. About 48 hours after you uninstall, Shopify sends a store deletion request and we delete all data for your store.
Information. On reasonable request we will give you the information you need to show compliance with this section.
Location. Customer data is processed in the United States.

6. Ownership

OneWord, its software, characters, design and the word bank belong to us. While these terms apply, we grant you a nonexclusive, nontransferable right to use OneWord for your store. Your store data and your customers' data stay yours. If you send us ideas or feedback, we may use them without obligation.

7. Availability and changes

We work to keep OneWord available but do not promise it will be uninterrupted or error free. We may improve or change features. If we stop offering OneWord, we will give at least 30 days' notice in the OneWord admin.

8. Ending these terms

You can stop at any time by uninstalling OneWord. We may suspend or end your use if you break these terms, if Shopify requires it, or if continuing would be unlawful. Sections 5 (until the data is deleted), 6, 9, 10, 11 and 12 continue after these terms end.

9. Disclaimers

OneWord is provided "as is" and "as available". To the fullest extent the law allows, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose and non infringement. We do not promise any particular sales or results.

10. Limitation of liability

To the fullest extent the law allows, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue or data. Our total liability for all claims about OneWord is limited to the greater of the fees you paid us in the 12 months before the claim or 100 US dollars. These limits do not apply to your payment obligations or to either party's fraud or willful misconduct.

11. Indemnity

You will defend and hold us harmless against third party claims arising from your store, your products, your gift code offers, your campaign emails or your breach of these terms.

12. Governing law

These terms are governed by the laws of the State of North Carolina, without regard to its conflict of laws rules. Any dispute will be resolved in the state or federal courts located in Iredell County, North Carolina, or the federal court for the Western District of North Carolina, and both parties consent to those courts.

13. Changes to these terms

We may update these terms. We will post the new version here, update the date above, and tell you in the OneWord admin about significant changes. Continuing to use OneWord after a change means you accept it.

14. Contact

Packsaddle Software, LLC
126 Cloister Lane, Mooresville, NC 28117, United States
support@packsaddlesoftware.com