Terms and Conditions

Fufil.ai · Last updated 18 October 2026 · Version 2026-10-18

These Terms and Conditions apply to your use of the Fufil.ai platform, website and related services. Please read them carefully before you register.

1.About these terms

1.1The Fufil.ai platform and services (the "Service") are provided by Fufil Ltd, a company registered in Northern Ireland with company number NI734764 and its registered office at 1 Newtownards Road, Donaghadee, Northern Ireland, BT21 0DY ("we", "us" and "our").

1.2By ticking the box on the registration page and creating an account you agree to these Terms and Conditions (the "Terms") and to our Privacy Policy. If you register on behalf of a business, you confirm that you have authority to bind that business, and "you" means that business.

1.3The Service is for business use only. It is not offered to consumers.

2.What the Service is

2.1Fufil.ai is a fulfilment platform. It is software that helps you manage products, stock, orders and shipments, and connects your accounts to other services such as warehouses, couriers and carriers, e-commerce platforms (for example Shopify), payment providers (Stripe) and cloud infrastructure providers (Amazon Web Services, "AWS").

2.2We provide a service to connect to those other services. We do not own or control them, and we are not the carrier of your parcels. We refer to all of them as "Third-Party Services".

3.Your account

3.1You must give us accurate and complete information when you register and keep it up to date.

3.2You are responsible for keeping your login details secure, for everyone you allow to use your account, and for everything done through your account. Tell us straight away if you think your account has been used without your permission.

4.Setting up and configuring your account

4.1You are solely responsible for making sure your account is set up and configured correctly. This includes your products, SKUs, barcodes, weights and dimensions, prices, stock levels, warehouses, addresses, shipping preferences, integrations, import and sync settings, and any other information or instructions you give the Service.

4.2We do not check that your configuration or data is correct. Incorrect or incomplete set-up can lead to orders being shipped wrongly, wrong stock levels, overselling, wrong or unexpected charges, and failed or duplicated syncs with other services.

4.3We take no liability for any loss that results from how your account is configured, from the data you provide, or from actions you choose to run, including importing, sending or syncing products, orders and stock to or from Third-Party Services. Please check previews and results before you confirm an action.

5.Fees, subscription and payment

5.1Subscription. You pay a subscription fee for the plan you choose. It is charged in advance for each billing period and renews automatically until you cancel.

5.2Postage and usage charges. In addition to the subscription, we charge for every postage label or shipment created through the Service. The charge covers the carrier's cost and any service fee shown in the platform or in your pricing at the time, and may include carrier surcharges and adjustments (for example for incorrect weight, size or address details).

5.3Card required. You must connect a valid payment card before you use the Service, and keep it valid for as long as you use it. Card payments are processed by Stripe. We do not store your full card number.

5.4Daily charges. You authorise us, through Stripe, to take payment from your card every day for postage and other charges that have built up, and for your subscription when it falls due, without asking you each time.

5.5Failed payments. If a payment fails we may try again, contact you, suspend your account and stop creating or processing shipments until the amount is paid. You must pay any unpaid amounts, together with interest at the rate set by the Late Payment of Commercial Debts (Interest) Act 1998 and our reasonable costs of collecting them.

5.6AI credit top-ups. We may offer extra AI credits that you can buy in addition to the AI allowance in your plan. A top-up is charged to your card when you buy it. Credits can be used by any user on your account and by any agent or automated feature acting on your account, and you are responsible for all of that use. Refunds of top-ups are covered in "Cancellation and refunds".

5.7Tax. Our prices do not include VAT or other taxes unless we say so. You are responsible for any taxes, duties and customs charges that apply.

5.8Changes to prices. We may change subscription prices by giving you at least 30 days' notice by email or in the platform. Postage charges depend on carriers' prices and can change as carriers change theirs; the rates shown in the platform when a shipment is created apply to it.

5.9Disputes. If you think a charge is wrong, tell us within 30 days of the charge. After that, the charge is treated as accepted.

5.10Cancellation and refunds. How to cancel, and when we refund, is set out in the next section, "Cancellation and refunds".

6.Cancellation and refunds

6.1Cancelling your subscription. You can cancel at any time from your account in the platform, or by emailing getintouch@fufil.ai. We will confirm your cancellation by email.

6.2When cancellation takes effect. Cancellation takes effect at the end of the billing period you have already paid for. You keep access until then and you will not be charged a further subscription fee after it. Your subscription does not renew once you have cancelled.

6.3When you can get a refund. A refund of subscription fees is available only if none of the AI allowance has been used. The AI allowance is the monthly allowance of AI usage included in your plan (for example for AI-assisted imports and chat features). If any of the AI allowance for the billing period you were charged for has been used, even in part, the subscription fee for that period is not refundable.

6.4How to ask for a refund. Email getintouch@fufil.ai from the email address on your account and ask for a refund of the subscription fee for your current billing period. We will check your AI usage for that period and, if none of the allowance has been used, we will refund that subscription fee to the card that was charged, normally within 10 working days. Your subscription and access to paid features end when we make the refund.

6.5AI credit top-ups. A top-up can be refunded only if none of its credits have been used. Once any credit from a top-up has been used, whether by a user or by an agent, that top-up cannot be refunded. We may, entirely at our own discretion, discuss a partial refund with you, but we are never obliged to offer one, and a partial refund in one case does not create a right to one in any other.

6.6No other refunds. Apart from the refunds described in this section, subscription fees are not refundable, including for the unused part of a billing period, unless the law requires us to refund you, in which case we will.

6.7Postage and usage charges. In addition to the subscription, we charge for every postage label or shipment created through the Service. The charge covers the carrier's cost and any service fee shown in the platform or in your pricing at the time, and may include carrier surcharges and adjustments (for example for incorrect weight, size or address details).

6.8Billing errors. If we charge you by mistake, for example twice for the same item or at the wrong price, tell us within 30 days of the charge. We will correct the error by returning or crediting the amount you were wrongly charged. This corrects our mistake; it is not a refund of a charge that was properly made.

6.9Chargebacks. If you have a problem with a charge, please contact us first so we can put it right. If you instead dispute a charge with your bank or card provider (a chargeback), we may, at our own discretion, suspend or revoke your access to the Service, including while the dispute is open. You remain responsible for the amount in dispute and for any fees or costs the chargeback causes us, and we may give the bank, card provider and Stripe the information they need to respond to it.

6.10Account ending for other reasons. If we end your account because you break these Terms, you are not entitled to a refund.

6.11Your data after you cancel. See "Suspension and ending your account" for how long we keep your data and how to export it.

7.Postage and couriers

7.1Choice of carrier. You authorise us to choose the carrier, service and route for each shipment on your behalf, using what we consider to be the best option. We take into account factors such as cost, speed, coverage, availability and your settings. We do not promise that the option we choose is the cheapest or the fastest, and we may change carriers at any time.

7.2Carrier terms. Your parcels are carried by the carrier we choose, under that carrier's own terms, including its limits of liability, excluded and restricted items, and rules and time limits for claims. By using the Service you agree to be bound by those terms. Delivery times shown are estimates only.

7.3No liability for parcels. We are not liable for parcels, or their contents, that are lost, damaged, delayed, misdelivered, returned, held by customs or not delivered, whatever the cause. Any claim must be made against the carrier. We may, but are not obliged to, help you make a claim. Any compensation is decided and paid by the carrier under its terms. Postage charges remain payable even if a parcel is lost or damaged.

7.4Your responsibilities. You are responsible for: correct recipient names, addresses and contact details; correct weights and dimensions; suitable packaging; lawful contents; complying with the rules on prohibited and restricted items; customs declarations, duties and taxes for international shipments; and insuring goods of value. We recommend that you arrange insurance for goods you cannot afford to lose.

8.Third-Party Services

8.1The Service depends on, and connects to, Third-Party Services. Your use of each is subject to that provider's own terms and privacy policy. You are responsible for your own accounts with them, for the connections and permissions you grant, and for any charges they make.

8.2We are not responsible or liable for Third-Party Services, including their availability, accuracy, performance, security, pricing, changes (such as changes to their interfaces), outages, loss of data, or anything they do or fail to do. A connection to a Third-Party Service may stop working, change or be withdrawn at any time, with or without notice.

8.3Information passed between the Service and a Third-Party Service (for example orders, products and stock levels) may be delayed, incomplete or wrong. You should check it, and you remain responsible for decisions you make using it.

9.Availability and changes to the Service

9.1We aim to keep the Service available, but we do not promise that it will be uninterrupted or error-free. It is provided "as is" and "as available". We may carry out maintenance, and may change, add or remove features at any time.

10.Acceptable use

10.1You must use the Service lawfully and responsibly. You must not:

• ship illegal, dangerous, counterfeit or prohibited items, or items the chosen carrier does not accept;
• use the Service to break any law or anyone else's rights, including data protection and consumer laws;
• try to get around security, interfere with the Service, or test its security without our written permission;
• copy, reverse engineer, resell or sub-license the Service;
• give your login details to people who are not authorised to use your account.

11.Your data

11.1You own the data you put into the Service. You give us permission to use it to provide the Service, including passing it to carriers and other Third-Party Services you use.

11.2You are responsible for having the right to share that data with us, including your customers' personal details, and for telling them how it is used. For personal data about your customers that you put into the Service, we act on your behalf and on your instructions; our Privacy Policy explains this. Contact us if you need a data processing agreement.

12.Our intellectual property

12.1We, or our licensors, own the Service and everything in it. While your account is active we give you a limited, non-exclusive, non-transferable right to use the Service for your own business under these Terms.

13.Limitation of liability

13.1Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.

13.2Subject to that, and to the fullest extent the law allows, we are not liable to you for any loss arising from or connected with:

• parcels or their contents being lost, damaged, delayed, misdelivered, returned, held by customs or not delivered;
• carriers, or any other Third-Party Service, including Shopify, Stripe and AWS, and anything they do or fail to do;
• how your account is configured, the data and instructions you give us, or actions you run through the Service (including imports, product pushes and stock syncs);
• the carrier, service or route we choose for a shipment;
• stock errors, overselling, cancelled or incorrect orders, or compensation you pay to your own customers;
• loss of profit, revenue, business, goodwill or anticipated savings, or loss or corruption of data;
• any indirect or consequential loss; or
• events outside our reasonable control.

Subject to the first paragraph above, our total liability to you for all claims arising in any 12-month period is limited to the subscription fees you paid us in the previous 12 months. Postage and other charges we collected to pass on to carriers and other third parties are not counted.

We give no warranties or conditions about the Service beyond those set out in these Terms, and exclude all others, whether express or implied, to the fullest extent the law allows.

You accept that these limits are reasonable given the fees you pay and the nature of the Service.

14.Indemnity

14.1You will cover us for losses, costs and claims (including reasonable legal fees) brought by third parties, including carriers, regulators and your own customers, that arise from your use of the Service, the goods you ship, the data you provide, your breach of these Terms, or your breach of the law.

15.Suspension and ending your account

15.1We may suspend or end your access straight away if you break these Terms, do not pay, raise a chargeback, use the Service unlawfully, or put the Service, other customers or third parties at risk. We may also end the Service on reasonable notice.

15.2When your account ends your access stops and all amounts owed become payable. We may delete your data after a reasonable period (currently 90 days), so please export anything you need beforehand. Clauses that by their nature should continue, including payment, liability and indemnity, continue after the account ends.

16.Changes to these Terms

16.1We may update these Terms. We will tell you about important changes by email or in the platform before they take effect. If you keep using the Service after that date, you accept the changes. If you do not accept them, you can cancel before they take effect.

17.General

17.1These Terms and our Privacy Policy are the whole agreement between you and us about the Service.

17.2If part of these Terms is found to be unenforceable, the rest still applies. If we do not enforce a right straight away, we do not give it up.

17.3You may not transfer your rights under these Terms without our written permission. We may transfer ours to another company.

17.4Nobody other than you and us has any right to enforce these Terms (Contracts (Rights of Third Parties) Act 1999).

17.5We are not responsible for delays or failures caused by events outside our reasonable control.

17.6We may give you notices by email or in the platform.

18.Governing law

18.1These Terms, and any dispute connected with them or the Service, are governed by the law of Northern Ireland, and the courts of Northern Ireland have exclusive jurisdiction.

19.Customer support and contact details

19.1Fufil Ltd is a company registered in Northern Ireland, company number NI734764. Registered office: 1 Newtownards Road, Donaghadee, Northern Ireland, BT21 0DY.

19.2Customer support: by email at getintouch@fufil.ai. Please include your company name and the email address on your account so we can help you quickly.

19.3We aim to reply to support requests within two working days (Monday to Friday, excluding public holidays in Northern Ireland).

19.4Legal notices and complaints can be sent to getintouch@fufil.ai.