Terms of service

1. Who you are contracting with

Whence is operated by Frondia LLC, a limited liability company registered in New Mexico, United States. In these terms, "we" and "us" mean Frondia LLC, and "you" means the person or organization holding the account.

If you accept these terms on behalf of a company, you confirm you are authorized to bind it.

2. What the service does

Whence records sessions on the stores you connect, names the source of each visit, links visits to the orders they lead to, and presents all of it back to you. If you turn it on, it also sends your orders to the ad and email platforms you connect. Features vary by plan, and the plans are described on the pricing page.

We may add, change or withdraw features. If we withdraw something material that your plan includes, we will tell you at least thirty days beforehand and you may cancel for a pro rata refund of the unused period.

3. Your account

You are responsible for what happens under your account, including what the people you invite do with it. Keep your credentials to yourself and tell us promptly if you believe they have been compromised.

You must be at least eighteen years old and legally able to enter into a contract.

4. What you must have in place before recording anyone

This is the obligation that matters most, because it is the one that carries real consequences.

• You need a lawful basis to record your visitors, and where the law requires consent, you must obtain it before our script runs. We give you the tools; the legal ground is yours to establish.
• Where the law requires consent, your cookie banner must collect it before the Whence script runs, before contact details are read, and before any order is sent to an ad platform. Whence does not provide a cookie banner of its own: it reads the consent your store collects. Use Shopify's cookie banner or a consent tool connected to Shopify's Customer Privacy API or to the Whence script. If you turn on "Record even when a visitor declines", you take responsibility for recording visitors who decline, which the GDPR forbids in the EU, the EEA, the UK and Switzerland.
• Your privacy notice must tell visitors that sessions are recorded by Whence, which contact details the script reads, which items are stored in their browser, and which platforms receive their orders.
• If you connect an ad or email platform, you must have a lawful basis to share your customers' purchase data with it, tell your customers, and follow that platform's terms.
• You must not use Whence on pages that display data you have no right to record, including health records, financial account details, government identifiers or children's data.
• You must not defeat the masking. The script masks form input in recordings by default. Removing that protection to capture what people type in a recording is a breach of these terms and ends your account.

If you install Whence on a store you do not control, or use it to record people you have no right to record, we may suspend the account without notice.

5. Data

The recordings belong to you. We hold them to provide the service and for no other purpose. We do not sell them, we do not use them to train models, and we do not share them with anyone except the subprocessors listed on the subprocessors page and the platforms you choose to connect.

Our handling of your visitors' and customers' data is governed by the data processing agreement, which forms part of this contract. Our handling of your own account data is described in the privacy notice.

You may export your data at any time while the account is open. After cancellation we keep it for thirty days so that an account closed by mistake can be restored, then delete it. If you use the Shopify app, uninstalling it also leads to deletion of the store's data 48 hours later.

6. Payment

Plans are billed monthly in advance in United States dollars, through Stripe, or through Shopify when you subscribe from the Whence app in Shopify. Prices exclude any sales tax or VAT, which is added where it applies.

The trial runs for one month (thirty days) and requires no card. If you do not subscribe by the end of it, your account moves to the Free plan and recording continues, up to 500 visits a month, with 30 days of history, one store and one person. Nothing is deleted when the trial ends. Recordings are deleted at the end of their retention period.

Each plan includes a monthly session allowance. When it is reached, recording pauses until the next cycle. We never bill an overage you did not agree to. Move up a tier at any time and the change takes effect immediately, charged pro rata.

Cancel whenever you like from the Plan screen, without uninstalling anything: the account then moves to the Free plan. A subscription paid by card runs to the end of the period already paid for, then moves to Free. A subscription billed through Shopify ends when you cancel, because Shopify stops it at once. We do not refund partial months, except where clause 2 applies or where the law requires it.

If a payment fails we will try again over the following days and tell you. If it has not succeeded after fourteen days, recording is suspended. If the subscription is then canceled, the account is deleted thirty days after the cancellation.

7. Availability

We aim to keep Whence available, and we will tell you in advance about planned maintenance. We do not promise a specific uptime figure, because a promise we cannot measure and honor would be worth nothing.

Recording depends on your visitors' browsers and on your store remaining reachable. A session we never received is not a session we can show you.

8. Ending the agreement

You may close your account at any time from the billing screen. We may end this agreement with thirty days' notice, or immediately if you breach clause 4, use the service unlawfully, or fail to pay after the process in clause 6.

On termination for any reason you may export your data during the thirty days that follow. After that, we delete it.

9. Liability

Whence is provided as it is. We do not warrant that it is free of faults or that its analysis is correct for every case: what it shows you is a measurement, and decisions you take on it remain yours.

To the extent the law allows, our total liability arising out of this agreement is limited to what you paid us in the twelve months before the claim. We are not liable for lost profit, lost revenue or lost data beyond that amount.

Nothing here excludes liability that cannot be excluded by law, including for fraud or for death or personal injury caused by negligence.

10. Changes to these terms

We will give you thirty days' notice by email before a material change takes effect. You accept them once, when you create your account or first open the Whence app in Shopify: you are not asked to check the box again when they change, and the new version applies when the notice ends. If you do not agree with it, cancel before it applies and we will refund the unused part of the period.

11. Governing law

This agreement is governed by the laws of the State of New Mexico, United States, and the courts of New Mexico have jurisdiction. If you are a consumer resident in the European Economic Area or the United Kingdom, this does not deprive you of the protection of the mandatory law of the country where you live.

12. Contact

Frondia LLC, New Mexico, United States. contact@usewhence.com.