Terms of Service

By accessing or using the DOPE platform, you (“Brand” or “Client”) agree to these Terms of Service. If you are accessing DOPE on behalf of a company, you confirm that you are authorised to bind that company to these terms.

DOPE provides a Customer Intelligence Dashboard that collects customer feedback through multi-channel outreach (WhatsApp, Email), analyses the ratings and comments customers give, and delivers insights through a visual reporting dashboard.

ScanMonk reserves the right to update or improve the platform’s features. Any significant changes to core functionality will be communicated in advance.

As a Brand using DOPE, you agree to:

• Provide accurate business information at the time of registration
• Use DOPE only for lawful business purposes
• Ensure you have the right to share customer contact information with DOPE for feedback collection
• Inform your end customers that feedback is being solicited on your behalf and maintain appropriate consent in accordance with applicable laws (including India’s Digital Personal Data Protection Act, 2023, and WhatsApp Business messaging policies)
• Before turning on WhatsApp feedback, confirm in DOPE that your customers have agreed to receive WhatsApp messages from your brand and that you will honour opt-outs. DOPE records the date of that confirmation and does not send WhatsApp feedback requests for your brand without it; customers who reply STOP receive no further WhatsApp feedback requests from your brand
• Not use DOPE to collect feedback from minors without appropriate parental consent
• Not attempt to manipulate, reverse-engineer, or exploit the platform

You are responsible for the accuracy of the customer data you provide and for ensuring that feedback collection activities comply with applicable consumer protection and communication regulations.

All customer data you bring into DOPE, including contact lists, feedback collected, and reports generated, is owned entirely by you, the Brand.

ScanMonk’s role is that of a data processor. We act on your instructions. We do not monetise, sell, or share your identifiable customer data with any third party for commercial purposes.

You may export your data at any time via the dashboard. Upon termination, you may request full deletion of your data per the timelines stated in our Privacy Policy.

For the personal data of your customers that DOPE handles (names, email addresses, phone numbers, addresses, order details and feedback), you, the Brand, are the controller (data fiduciary) and ScanMonk is your processor. We process that data only on your instructions and only to provide DOPE to you.

Purposes

• Syncing your Shopify customers and orders (read-only) and sending the post-purchase feedback requests you configure, by email and, if you turn it on, WhatsApp
• Collecting and analysing the responses, and showing you dashboards, insights, tickets and exports in your account
• Handling data-protection requests (access, deletion, Shopify privacy webhooks), security, and keeping the service running

Security measures

• Encryption in transit (TLS) and at rest; sensitive customer fields (phone, email, address, free-text feedback) are additionally field-level encrypted (AES-256-GCM); channel credentials are stored encrypted
• Each Brand sees only its own data; staff access is limited to the brands they are assigned to
• Strong passwords (at least 12 characters) and sign-in attempt limits for every login; views and exports of customer personal data by staff are recorded in an access log
• Automatic deletion of personal data after the retention windows in our Privacy Policy, and daily encrypted backups kept for 30 days

Sub-processors

• Shopify (source of the customer and order records, synced read-only)
• Google Cloud (application hosting)
• MongoDB Atlas (database)
• Resend (email delivery)
• Google LLC — Gmail SMTP (compliance emails, incl. Shopify data-request reports)
• Cloudinary (review photos and videos)
• Meta — WhatsApp Business Cloud API (WhatsApp messages, when you connect WhatsApp)

A WhatsApp Business Solution Provider you configure is chosen and contracted by you. Locations and the data each sub-processor receives are in our Privacy Policy.

Deletion on request

You can delete your data at any time by asking us at tech@scanmonk.com; Shopify privacy requests (customers/redact, shop/redact, customers/data_request) are carried out automatically. See Deletion & Uninstall in our Privacy Policy.

To sustain and improve DOPE as a product, ScanMonk reserves the right to use anonymised, aggregated, and statistically de-identified data drawn from activity across the platform. This may include trend-level signals, category distributions, and performance benchmarks that inform internal product development and, from time to time, the creation of industry-level market research reports published by ScanMonk or ScanMonk’s affiliates. Such use is limited strictly to data in a form that cannot reasonably be used to identify any individual Brand, customer, or response. Your identifiable business data and customer data are never included in this use.

Both parties agree to keep each other’s confidential information private. ScanMonk will not disclose the specifics of your account, customer base, feedback content, or business intelligence to any third party, except as required by law or as directed by you.

Billing (Shopify App Store merchants). DOPE: Review & Insights is billed exclusively through Shopify. When you install the app you approve the DOPE Insights plan in Shopify (a monthly base fee plus usage, with a 30-day free trial), and all charges appear on your regular Shopify invoice. We never bill you directly. You can change or cancel your plan at any time from the Shopify plan page for the app, or by uninstalling the app. Uninstalling the app cancels your subscription; usage already recorded in the current billing cycle may still be billed by Shopify.

The DOPE platform, its design, underlying technology, analytical models, and software are the exclusive intellectual property of ScanMonk. These Terms do not grant you any rights to the platform’s technology beyond what is necessary to use the service as described.

Your brand assets, customer data, and the reports generated from your data remain yours.

DOPE provides intelligence and insights to support your decision-making. It does not guarantee specific business outcomes. ScanMonk is not liable for decisions made based on DOPE’s analytics or for any indirect, consequential, or incidental loss arising from your use of the platform.

Our total liability to you for any claim shall not exceed the fees paid for DOPE through Shopify in the three months preceding the claim.

ScanMonk will make commercially reasonable efforts to maintain platform availability. Scheduled maintenance will be communicated at least 24 hours in advance. For critical issues, our support team is reachable at tech@scanmonk.com with a committed response time of one business day.

Either party may terminate the agreement with 30 days’ written notice. ScanMonk may terminate immediately in cases of material breach or misuse of the platform. Payment is handled by Shopify as described in the Subscription, Payment & Cancellation section above. Upon termination, your data remains accessible for 30 days.

These Terms are governed by the laws of India. Any disputes shall first be attempted to be resolved through good-faith negotiation. If unresolved, disputes shall be subject to arbitration in accordance with the Arbitration and Conciliation Act, 1996, with proceedings conducted in English in Delhi, India.

We will notify you of material changes to these Terms with at least 14 days’ notice via email or in-dashboard notification. Continued use of DOPE after that date constitutes your acceptance of the revised Terms.

For questions about these Terms:

tech@scanmonk.com

Company: SCANMONK INFOMEDIA PRIVATE LIMITED, 10th Floor, Awfis, Paras Trinity, Sector 63, Gurugram, Haryana 122102, India