Terms of service

Tideover is a presale-support layer for merchants with long fulfillment waits. It reads each order's real production timeline and drafts calm, day-stage reassurance, bolted onto the helpdesk you already run or shown as a native Tideover status surface. The playbooks and the measurement are the product; the drafting is a means to them.

The service is sold as subscription plans — Starter, Growth, and Scale — at the prices, seat counts, and order caps posted on the pricing page. Separately, we run a founding-partner pilot by invitation only; if you are in one, the terms of your invitation apply alongside these.

These match what the pricing page says:

• Every plan starts with a 14-day free trial. We collect no payment method for the trial, so nothing can auto-bill when it ends.
• Paid invoicing begins only when you explicitly agree to a plan in writing. Until then, you owe nothing.
• Annual billing is prepaid for the year and priced at 2 months free compared to paying monthly.
• The first-cycle guarantee posted on the pricing page applies as written there: if your first cycle doesn't move the leading indicators we track, you don't pay.
• You can cancel at any time, and a full export of your data is available to every plan on request.

Tideover drafts replies; it does not speak to your customers on its own. Every reply that reaches a customer is reviewed and approved by you or your team before it is sent. The drafting engine also refuses to promise hard delivery dates — it works in confidence bands by design.

When you use Tideover, you agree that:

• You route only data you have the right to route, and you remain responsible for the lawful basis of routing it.
• You will not use Tideover to send unlawful, deceptive, or spam messages, or to harass anyone.
• You will not use it to make delivery promises you cannot keep. (The product will not send a hard date regardless.)
• You will not attempt to breach, overload, or reverse-engineer the service, or use it to store data it was not designed to hold.

Tideover helps you respond faster and more consistently and keeps a factual record of your customer communications. It does not guarantee any specific dispute, chargeback, refund, retention, or delivery outcome. Reassurance uses confidence bands, never hard dates. The service is provided on an "as is" and "as available" basis, without warranties of any kind to the extent permitted by law.

Tideover is a support tool, not a law firm or a financial adviser. Nothing in the product, its drafts, or its documentation is legal, financial, tax, or regulatory advice — including anything touching chargebacks, disputes, the US FTC Mail or Internet Order Rule, or customs and VAT. The dispute-evidence records Tideover keeps are informational; whether and how you use them is your decision. Consult your own qualified advisers.

To the maximum extent permitted by law, Tideover and its operator are not liable for indirect, incidental, special, or consequential damages, or for lost profits, revenue, or data. Our total aggregate liability for any claim relating to the service is limited to the fees you actually paid us in the 12 months before the claim. If you paid no fees in that period — on the free trial, for example, or in an invitation-only pilot — our total aggregate liability is USD 50.

How Tideover handles data is governed by the Privacy page. In short: you are the data controller, Tideover is your processor, and you can have your routed data exported or deleted on request or when your account ends. If you switch on AI-assisted drafting, the optional drafting subprocessor listed on the Privacy page handles that drafting — it is off unless you enable it.

Tideover is early-stage software and is provided on a reasonable-efforts basis. Features may change, and the service may be interrupted or discontinued. We will give notice of material changes that affect active subscriptions or pilots.

If we change these terms, we will update this page and move the date below. Continuing to use Tideover after a change means you accept the updated terms.

Questions about these terms go to contact@tideover.app.