Terms of Service
Effective 2025-07-08 (version 2025-07-08). By purchasing a migration package you agree to these terms.
The service is provided by Shopify2Shopify ("we", "us", "our"), Unit 122153, PO Box 6945, London, W1A 6US. These terms form a binding agreement between you and Shopify2Shopify.
1. The service
We copy ecommerce data from one Shopify store you control ("source") to another Shopify store you control ("destination"), per the package purchased, followed by a verification pass. The service is provided by an independent company; we are not affiliated with Shopify Inc.
2. Payment & refunds
All sales are final. Packages are one-time, fixed-price payments taken through our payment processor. What you are buying is the migration of your data to a destination store you control, evidenced by the verification report — not a quantity of time, a number of runs, or a commercial outcome for your business. Refunds are available only in the circumstances set out in this section, and in no others. Where anything said elsewhere — a page, an email, a chat message, a call — appears to promise a refund on wider terms, this section governs.
There is no cancellation window. It is zero. Performance begins the instant your payment is authorised: the order is created, your slot and queue position are allocated against our capacity, and your customer area opens for you to submit store access. There is accordingly no cooling-off period, no grace period, no trial period, and no cancellation window of any length in which an order may be cancelled, unwound, paused or refunded at your election. The period after checkout in which you may change your mind and recover your money is zero. This is why the read-only demo scan is free and takes no card: the point at which this purchase can be reconsidered without cost is before it is made, and until you choose to pay, nothing is owed and no obligation arises on either side. If you are not certain, do not buy — buy nothing, and scan instead.
The 48-hour and 14-day periods elsewhere in these terms are not refund windows. They are deadlines that run against you: 48 hours from report delivery to raise a discrepancy (section 5), and 14 days from purchase to provide working access (section 6). Missing either forecloses a right you would otherwise have had. Neither creates, extends or revives any entitlement to a refund, and no period in these terms should be read as a window in which a completed purchase may be undone.
The one refund we give, and who decides it. If, before migration work begins, we determine that we cannot deliver your order as booked, we cancel the order and refund it in full. That determination is ours alone and is limited to a technical limitation of our own service. It is not made by your asserting it; it is not available once work has begun; and it is not engaged by any circumstance on your side (section 6), by data, an app or a setting that no public API exposes and that is itemized as manual work in your checklist, or by a difficulty you discover after purchase. Once work has begun no refund is due. If we nonetheless offer a pro-rated one, it is a discretionary settlement — offered once, without admission, creating no entitlement and no precedent for any other order.
Discounted and promotional orders are final sale. Where an order is placed using a discount or promotional code, coupon, voucher, referral credit, bundle price, or any other reduction from the published package price, that order is sold as a final sale and is not refundable in whole or in part on any ground in this section, save for a written undeliverability determination by us under the paragraph above. The reduction in price is the consideration for that restriction: you accept a lower price, and in exchange you accept that the order is not returnable — as with a sale item bought in a shop. This does not reduce the service you receive: discounted orders carry the same SLA, the same re-migration entitlements under section 3, and the same delivery remedies under section 5. What the discount removes is the refund, not the migration. Nothing in this paragraph excludes a right that cannot lawfully be excluded.
Failed, partial and repeated runs. Migration is an automated process executed against two live third-party platforms. Individual runs can fail, abort, or complete only in part — API rate limits, Shopify outages or schema changes, a token that stops working mid-run, an entity no API exposes. That is an ordinary part of the work and is not a failure to deliver: our obligation is to reach a count-matched verification report, and we re-run at our own cost until we do. No failed, aborted, partial, repeated or slow run is grounds for a refund, singly or cumulatively, and neither is the elapsed time taken to reach the report — where lateness is ours, the SLA credit is the sole and exclusive remedy. An order becomes refundable only if we declare it undeliverable in writing under the paragraph above.
Migrations that never start. Where a migration never runs, no refund arises, whatever the reason: intake or store access never submitted; access that lapsed under the 14-day window, was withdrawn, or never validated; a source or destination store you could not produce, or that was closed, frozen, paused, transferred or sold; a launch postponed indefinitely; correspondence you stopped answering; or a decision not to proceed. What payment buys is delivered at purchase — the order, its queue position, and the reserved capacity and customer-area provisioning that go with it — and it is not returned by your not using it. Silence is not cancellation, and inaction does not mature into a refund: a lapsed order closes under section 6, unrefunded and reactivatable on the terms stated there.
Unused entitlements. Re-migration runs, support windows, rush handling and add-on scope are priced into the package as a whole and are not severable from it. Using fewer re-migrations than your window allows, needing no support, or not requiring something the package includes creates no credit, discount or partial refund. Add-ons and upgrades are non-refundable once delivered. Failure or inability to provide the access described in section 6 within its window is not grounds for a refund.
No retrospective repricing. The price agreed at purchase is the price of the order. We do not reprice, discount or partially refund an order after the fact on the basis that the migration proved simpler or faster than you expected, that you believe you could have done it yourself, that you found a cheaper provider afterwards, that you used only part of what the package covers, or that the destination store has not performed commercially as you hoped. A fixed price is the price of the deliverable, not an estimate of hours — that we quote no hourly rate is the whole point of it, and it cuts both ways: a migration that takes us four times as long costs you nothing extra.
Dissatisfaction is not non-delivery. A refund claim must identify, against the verification report and within the window in section 5, the specific records that are missing or wrong. Displeasure with the service, with our communications, with Shopify, or with a result you hoped for but did not contract for, is not non-delivery. Where a genuine data gap is identified in time, the remedy is re-migration or correction; only where we cannot close that gap does a refund question arise at all, and it is then assessed against the affected scope, never the whole order.
Change of mind. A migration package is a professional service reserved for you at the moment of purchase, not a returnable good: payment immediately sets up your order and opens your customer area for you to submit store access — which is when your migration enters the queue. A refund is therefore not available because you later change your mind or no longer want the service — including deciding not to migrate after all, staying on your current store, closing or selling either business, choosing another provider, or a change in your plans or circumstances. None of these is a defect in what was sold, and none of them is a ground on which a card dispute will be conceded.
Change of requirements. If what you need changes after purchase, the remedy is amendment of the order, not refund. Before credentials are validated we will, on request: re-point the order to a different source/destination store pair once; adjust your launch window; or upgrade you to a higher package for the price difference. We are not obliged to downgrade a package, remove add-ons, or refund scope you decide you no longer need, and a requirement that did not form part of the package as purchased — or one we cannot accommodate — is not a failure to deliver and is not grounds for a refund.
Care subscriptions: cancel any time; a payment already taken is not refunded. Care plans are recurring subscriptions, billed monthly in advance. You may cancel at any time from your customer area, and cancelling stops every future renewal. Cancellation takes effect at the end of the billing period you have already paid for: it is not backdated, and it does not reverse a charge that has already been taken. Once a subscription payment has been made it is non-refundable, in whole or in part — including where you cancel the same day the charge was taken, where you cancel immediately after a renewal, and where none of that period’s scheduled runs were used. What you keep in exchange is the remainder of the period you bought: the plan continues to run to the end of that month, and the backups, syncs, reports and other work already produced under it stay in your customer area after cancellation. To avoid a renewal, cancel before the renewal date — once taken, a renewal is itself a subscription payment and is non-refundable on the same basis. Unused time within a paid period is not credited, carried over or exchanged, and downgrading a plan mid-period does not refund the difference.
Business purchase; no cooling-off. The service migrates a commercial store and is sold for business purposes; by purchasing you confirm you are acting in the course of business, so statutory consumer cancellation ("cooling-off") rights do not apply. If you are nonetheless entitled to consumer rights in your jurisdiction, you expressly request that performance begins immediately on payment (order setup and customer-area provisioning) and acknowledge that any right to cancel is lost once the service has been fully performed, and that a cancellation before then is subject to deduction for the work already done. Nothing in this section limits rights that cannot lawfully be excluded, or the delivery-based remedies in section 5 and the SLA.
Self-serve (DIY) packages. For Standard DIY, the purchased deliverable is the completed data migration evidenced by the verification report (count-matched, zero-created second pass). Delivery of that report constitutes full performance of the package. Refunds are assessed against that report only: they are not available for outcomes of self-serve steps you perform or omit — including DNS/domain cutover, theme publishing, sales-channel, payment or app configuration, or not following the provided cutover checklist — nor for changes you make to either store after the report is delivered. If the report shows a data gap we cannot close, the SLA remedies apply. Post-report data added to the source store is handled by your included re-migration, not by refund.
3. Re-migrations
Each package includes re-migration runs within its stated window (Standard DIY: 1 within 14 days; Complete: 2 within 30 days; Concierge: 3 within 45 days; Enterprise: unlimited within 90 days — all counted from report delivery), covering data added to the source store after the initial run. Re-migrations run against the same source and destination stores as the original migration — once migration has started, an order covers one store pair and cannot be reused for different stores (a one-time re-pointing option, available before credentials are validated, is described in section 2).
Support is likewise time-boxed from report delivery (Standard DIY: 14 days; Complete: 30 days; Concierge: 30 days post-launch; Enterprise: 60 days). After your support window closes we are not obliged to provide further assistance; remaining re-migration entitlements are unaffected within their own windows.
4. Your responsibilities
You warrant that you control both stores, that the data migrated is lawfully yours to process, that the information provided at intake is accurate, and that your use of the destination store complies with Shopify's Terms of Service and your payment provider's rules. Migration is not a mechanism to evade platform or processor decisions.
On self-serve (DIY) packages you are additionally responsible for reviewing the verification report on delivery and raising any discrepancy within 48 hours (see section 5), and for correctly executing the self-serve go-live steps described in the SLA and the cutover checklist. We are not responsible for loss of sales, tracking, SEO or data arising from self-serve steps performed incorrectly, out of order, or not at all.
5. Acceptance, disputes & fair use
Acceptance. The verification report is the authoritative record of what was migrated. You must raise any discrepancy within 48 hours of report delivery, identifying the specific records affected so we can reproduce the gap. Discrepancies raised after that window, or that cannot be reproduced against the report, are handled at our discretion as goodwill, not obligation. Taking the destination store live — cutting over DNS, publishing the theme, or processing any order on it — constitutes acceptance of the migration as delivered.
No refund with retention. A completed migration cannot be returned. Any refund for alleged non-delivery is conditional on the migrated data being removed from the destination store (we will do this on request) or the destination store demonstrably never having been used. You may not keep or commercially use the migrated store while claiming a refund for the migration that produced it.
Evidence & chargebacks. We retain the verification report, API operation logs, intake records and delivery timestamps for every order. A card dispute filed while you retain or use the migrated data will be contested with this evidence as a fraudulent dispute, and we reserve the right to recover dispute fees and pursue amounts owed. Support, re-migrations and customer-area access are suspended while a payment dispute is open.
Settlement discussions. Any concession, goodwill credit or partial refund we offer to resolve a complaint is offered without admission of liability, in full and final settlement of that complaint, and lapses if not accepted. An offer made is not evidence that a refund was owed, and it does not bind us on any other order or occasion. Raising or continuing a complaint does not suspend, extend or restart the 48-hour acceptance window, the 14-day access window, or any other period in these terms, and does not defer sums due.
Fair use. The guarantee covers one migration per order, for the stores named at intake. We may decline or cancel orders (with a full refund if work has not started) that show abuse patterns — repeated purchase-and-refund cycles, discrepancies manufactured by altering the source store after report delivery, unauthorized resale of the service, or migrations of stores you do not control.
6. Access & credentials
What you must provide. Migration requires working Admin API access tokens (a custom app) for both the source and destination stores, with the scopes we specify, submitted through the encrypted customer area. Tracking and pixel services additionally require the platform access listed in your customer area — for example Meta Business Manager partner access, Pixel/Dataset ID and (for CAPI) a system-user token, or Google Ads and GA4 access. We never request account passwords, and credentials sent by email or chat do not count as delivered.
You warrant you can grant access. Being able to grant this access is a precondition of purchase. Circumstances on your side that prevent it — a store owned by someone else; an agency, freelancer or former developer who holds the account; staff-permission limits; lost logins, changed emails or 2FA lockouts; a Shopify plan or trial that does not permit custom apps; a platform, partner or marketplace that declines to grant access; a store that is closed, frozen or paused — are yours to resolve. Inability or failure to provide access is not grounds for a refund.
Access window — 14 days. Valid, working credentials for everything your order requires are due within 14 calendar days of purchase. If a submission fails validation — wrong store, missing scopes, an expired or revoked token, credentials for an account you do not control — we tell you specifically what is wrong, and the window keeps running; invalid or partial submissions do not pause or extend it. We send reminders as a courtesy, but obtaining and correcting access is your responsibility, not ours.
If the window lapses. After 14 days without complete valid access, the order is closed as unfulfillable for customer-side reasons, with no automatic refund. You may reactivate a lapsed order once, free of charge, by providing valid access within 90 days of purchase; after 90 days reactivation is at our discretion and may carry a rebooking fee of up to 20% of the package price. A lapsed order cannot be transferred to stores other than those named at intake without our written agreement.
During the migration. Credentials must remain valid until your verification report is delivered. If you revoke, rotate or otherwise invalidate access mid-run, work stops and the SLA clock resets; resuming counts as your one reactivation, and repeated revocation is treated as cancellation under section 2. SLA fulfillment targets count from the moment complete valid access is verified — never from purchase.
After completion. You should revoke tokens once your migration completes; we delete stored credentials automatically 30 days after completion, and you can delete them yourself in the customer area at any time.
7. Liability
Your source store is only ever read from — it is not modified. Our aggregate liability is capped at the fees you paid. We are not liable for indirect or consequential losses, or for decisions made by Shopify Inc. or any payment provider.
8. General & governing law
These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute.
Entire agreement. These terms, the SLA and your order confirmation are the whole of the agreement between us. They replace anything said before purchase in email, chat or on a call, and you confirm you did not rely on any statement outside them in deciding to buy. Nothing in this paragraph limits liability for fraud or fraudulent misrepresentation.
Variation and waiver. A variation of these terms binds us only where we confirm it in writing and identify what is being varied. Not enforcing a term, allowing you extra time, or accommodating a request outside the package waives nothing and does not waive the same term on any later occasion.
Severability. If any provision is held unenforceable, it is limited or severed to the minimum extent necessary and the rest of these terms continue in force unaffected.
9. Platform decisions & store eligibility
What we deliver. Where your source store is deactivated, suspended, under review, or has payments or payouts restricted, what you are buying is the migration of your data to a destination store you control, evidenced by the verification report. That is the whole deliverable, and it is the only thing the refund and SLA terms are assessed against.
What we cannot deliver, and do not sell. We have no relationship with, or influence over, Shopify Inc. or any payment provider. We cannot reinstate a closed store, reverse a ban, release a payout, appeal a decision on your behalf, or obtain any assurance that a destination store will remain open. A migration is not an appeal, and it is not a guarantee of continued service on the destination. If Shopify or a payment provider later restricts, closes or declines the destination store, that is a decision of theirs about your business, and it is not a failure of the migration we delivered.
You warrant your eligibility. You confirm that you are permitted to open and operate the destination store, that you are not using this service to circumvent a suspension, ban, chargeback ratio, prohibited-goods finding or any other platform or processor decision, and that the goods or services sold are lawful and permitted by the destination platform. Section 4 already requires this; this section states the consequence. If the destination is closed for conduct that predates or continues from the source store, the migration remains delivered and payable.
Chargebacks in these circumstances. A dispute filed on the basis that the destination store was later restricted or closed will be contested with the verification report, the operation logs and this clause, on the ground that the service purchased was delivered in full. See section 5.
Changes to these terms. We may update these terms; the version in force for any purchase is the one published at the time that purchase is made, and its version date is recorded against the payment. Each purchase — including add-ons, upgrades and renewals bought later from your customer area — is made under the version current on its own date, which you agree to at the point of that purchase.
10. Contact
Shopify2Shopify, Unit 122153, PO Box 6945, London, W1A 6US · [email protected]