Terms of Service

1. What Reload does

Reload turns a merchant's written return policy into structured rules, and applies those rules to individual return requests to produce an eligibility decision with supporting evidence.

Reload is a decision and explanation layer. It does not issue refunds, move money, create shipping labels, or change inventory.

2. Merchant approval is required

AI proposes rules; it does not approve them. No proposed rule becomes active until a merchant reviews and publishes it. You are responsible for the content of the rules you publish and for checking that they reflect your actual policy.

3. Decisions and responsibility

Reload applies your published rules to the facts of an order and returns Eligible, Not eligible, or Manual review. The merchant remains responsible for honouring, overriding, or declining any individual return, and for compliance with applicable consumer protection law.

Where required facts are missing, Reload returns Manual review rather than guessing.

4. Acceptable use

Do not use Reload to evaluate data you have no right to process, to attempt to access another merchant's store data, or to probe the service for vulnerabilities without prior written permission.

5. Availability

We aim to keep the service available and will give reasonable notice of planned maintenance. The service is provided without warranty of uninterrupted availability.

6. Changes to these terms

We may update these terms as the product develops. Material changes will be communicated to the email on your account before they take effect.