Terms of Service

These Terms of Service (the “Terms”) are an agreement between Cast Hook LLC (“Cast Hook,” “we,” “us”) and the business that signs up for or uses Canora (“you”). Canora is a product of Cast Hook LLC.

The “Service” means canora.ai, the Canora web dashboard at app.canora.ai, the Canora app for Shopify, the Canora mobile app, the Canora on-premises agent, the Canora API, and the support we provide for them.

You accept these Terms when you agree to them while creating or joining a workspace, or when you use the Service. If you accept them for a business, you confirm that you have authority to bind that business. If you do not agree, do not use the Service.

If you have signed a separate written agreement with us for the Service, that agreement applies where it conflicts with these Terms. How we handle personal information is described in our Privacy Policy. Our security practices are described on our Security page and our compliance status on our Compliance page.

Business use only. Canora is for businesses. You may use it only for your business, not for personal or household purposes. Everyone who uses the Service must be at least 18.

Where Canora is available. The Service is not currently available to businesses located in the European Union, Norway, Iceland, Liechtenstein, the United Kingdom or Switzerland, and we do not create workspaces for them. You must give us accurate information about where your business is located.

Workspaces and team members. Your account is organized into workspaces. A workspace can have several team members with different roles, and your plan may limit how many team members you can have. You are responsible for what your team members do in your workspace, and for managing who has access to it, including team members and API keys.

Account security. Keep your sign-in details, passkeys, authenticator app and recovery codes secure, and do not share accounts. Canora supports multi-factor authentication with a passkey or an authenticator app, and we may require it. If you think someone has used your account without permission, tell us right away at trust@canora.ai. Keep your account details accurate and up to date.

Canora connects your point-of-sale and online-store systems with the sales channels you sell on. It syncs products, inventory, prices and orders, suggests improvements to your listings using AI, and publishes product data to the channels you connect, at your direction. The platforms you can connect and the features you can use are shown in the dashboard. They vary by plan and may change.

Changes to the Service. We regularly change the Service. We may add, change or remove features. If we remove a feature that is a material part of a paid plan, we will tell account holders before we do.

Availability. We work to keep the Service running, but we do not offer an uptime commitment, service level agreement or service credits under these Terms. The Service may be unavailable at times, for example for maintenance, because of failures, or for reasons outside our control.

Automatic actions you turn on. Some features can make changes on your sales channels automatically, such as publishing new products, updating listings that are already published, and publishing reviews. These features are off unless you turn them on. When they are on, changes can go live without anyone reviewing each item. You are responsible for the settings you choose.

Safeguards. Canora may offer safeguards such as dry runs, approval steps and limits on bulk changes. These reduce risk but are not guarantees; you remain responsible for what you publish and for the accuracy of your stock. Check your listings, prices and inventory.

Trials. If we offer a trial, its length and conditions, including whether a payment method is required, are those shown when you sign up. We may change or end trial offers at any time.

Paid plans. Paid plans are monthly subscriptions priced in US dollars. You can subscribe through the dashboard where this is offered, or by contacting us at trust@canora.ai. The fees and limits for your plan, including any usage-based fees, are those shown when you subscribe. Payments are processed by Stripe. Card details go to Stripe, and we never receive your full card number. When you subscribe, you authorize us, through Stripe, to charge your payment method at the start of each billing period.

Renewal. Subscriptions renew automatically each month until you cancel.

Additional workspaces. Each additional workspace needs its own paid subscription.

Shopify merchants. If you install the Canora app on a Shopify store, we bill you directly through Stripe. Canora charges do not appear on your Shopify bill.

Managing and canceling. You can manage your payment methods and invoices in the Stripe billing portal, which you can open from the dashboard. To cancel, use the billing portal or email trust@canora.ai. Canceling stops future renewals. You keep access until the end of the billing period you have paid for, and no new monthly AI credits are granted after you cancel.

Failed payments. If a payment fails, we may limit parts of the Service until a payment succeeds, for example by not granting new AI credits. If an amount stays unpaid, we may suspend or end the Service as described under “Suspension and termination.”

Plan changes. To change plans, use the dashboard or contact us. A change made part way through a billing period may be charged or credited on a prorated basis, as shown when you make it.

Refunds. Fees are non-refundable, except where the law requires otherwise or we agree in writing.

Price changes. We may change our prices. We will tell account holders at least 30 days before a new price applies to an existing subscription.

Taxes. Prices do not include taxes. You are responsible for any sales, use, value-added or similar taxes on your purchases, other than taxes on our income. If we are required to collect a tax from you, we will add it to your invoices.

Each plan includes a monthly allotment of AI credits. Some AI features, such as text drafts, image reading and image generation, use credits, and the number used depends on the task.

• Credit months follow the calendar month in Coordinated Universal Time (UTC), not your billing date.
• Unused credits do not roll over. This includes credits you buy as one-time top-up packs, which expire at the end of the calendar month in which you buy them.
• Credits are used when the AI produces a result, not when you approve it. A draft or image you reject still uses credits.
• When you run out, features that use credits stop until the next month or until you add credits. We never charge you automatically for going over your allotment.
• Credits have no cash value, cannot be transferred, and are not refundable.

Canora uses AI models from third-party providers, listed on our Sub-processors page, to draft product text, extract attributes, suggest categories, read images and generate images.

AI output can be wrong. AI output can be inaccurate, incomplete or inappropriate, and it can resemble content made by others. Review every output before you approve or publish it. You are responsible for what you publish, including product claims, prices and safety information, and for complying with advertising and consumer protection laws.

Suggestions and approval. Canora may present AI output, such as drafted descriptions, titles, attributes and categories, and product details found through barcode lookups, as suggestions for someone in your workspace to approve. Some rule-based fixes that do not use AI may be applied automatically. Once a change is approved, it may be sent to your connected channels, including automatically if you have turned on automatic updates.

Generated product images. Canora generates product images from your real product photos. It does not create product images from a text description alone. Review generated images before you publish or update the products they belong to.

Synthetic models. Canora can generate fictional people (“models”) to show your products. They are created entirely by AI and are not photos of real people, and any resemblance to a real person is unintended. Do not use a synthetic model to depict or suggest a real, identifiable person, or in any misleading way.

AI labels on your channels. Canora does not add AI-content labels or disclosures to your listings on sales channels, and does not add AI-content metadata, such as C2PA content credentials, to generated images. Some channels, and some laws, require you to disclose AI-generated content. You are responsible for labeling it where required.

Training. We do not use your content to train AI models. To provide AI features, we send the content each request needs to the AI providers listed on our Sub-processors page, which handle it under their own terms. Our Compliancepage describes where a provider's terms let it use the data it receives to improve its service.

Who owns the output. As between you and us, we do not claim ownership of the output the Service generates for you, and we assign to you any rights we have in it. AI output may not be protected by copyright, similar output may be generated for others, and the AI providers' own terms may also apply to it.

You own your content. “Your content” means the data you or your connected platforms put into the Service, such as product data, images, inventory, orders and customer records, and the output the Service generates for you. You keep all rights in it.

Our permission to use it. You give Cast Hook a worldwide, non-exclusive, royalty-free license to host, copy, process, transform, display and transmit your content, and to publish it to the channels you direct, only as needed to provide, secure and support the Service and as described in these Terms and our Privacy Policy. This license ends when your content is deleted from the Service, apart from copies that remain in backups for a limited time and records we must keep, as described below.

Your responsibilities. You confirm that you have the rights and permissions your content needs, including for your product photos and any people shown in them. You also confirm that you may connect the customer data held in your store systems, including by giving your customers any notices or obtaining any consents the law requires. Your content and your use of the Service must comply with the law.

Personal information. We handle personal information as described in our Privacy Policy. For customer data that comes from your store systems, we act on your behalf and only on your instructions, except that one AI image provider may use the product photos it receives under its own terms, as described on our Compliance page. Cast Hook does not currently offer a separate data processing agreement. We host the Service and store your data in the United States. Some of the service providers listed on our Sub-processors page may process data outside the United States.

Product images. Product images you upload, and images Canora generates, are stored so that your sales channels can display them, and are not treated as confidential. Do not upload images that need to stay private.

Operational data. We collect technical information about how the Service runs, such as performance metrics and error logs, to operate, secure and improve it. This does not change who owns your content.

Backups. Database backups are kept within our hosting environment for a limited period. We do not currently keep a separate off-site copy, and files such as product images are not included in these backups. Keep your own copies of anything you cannot afford to lose.

Security. We use reasonable measures to protect the Service and your content, as described on our Security page. Cast Hook does not have a SOC 2 report or an ISO 27001 certification. If we become aware that your data has been accessed without authorization, we will notify affected account holders without undue delay.

When you connect a platform, such as Shopify, a point-of-sale system or a spreadsheet, you authorize us to access it and to read and write data there as needed for the features you use. We act at your direction.

Their terms apply. Your use of each connected platform remains subject to that platform's own terms and policies, including its rules on listings, content, AI-generated content and data use. You are responsible for following them, and for the accounts and permissions you give us.

We do not control them. We are not responsible for third-party platforms: their availability, changes to how they work, decisions they make about your listings or account, or the data they hold. A platform may change or withdraw access in ways that change or stop Canora features.

Shopify installs. Installing the Canora app on a Shopify store connects that store to an existing Canora workspace. It does not create a workspace.

Disconnecting. You can disconnect a store platform from its page in the dashboard. This stops syncing with it and deletes the data synced from it, including product images and customer records that no order belongs to. Orders, and the customers they belong to, are kept. For other ways to delete data, see “Effect of termination” below.

Some integrations, such as Retail Pro Prism, use Canora software that you install on a computer you control (the “Agent”).

License. While your subscription is active and you comply with these Terms, we grant you a limited, non-exclusive, non-transferable, non-sublicensable and revocable license to install and run the Agent on computers you control, only to connect your systems to the Service. You may not copy it (other than to install it), modify it, reverse engineer it, decompile it or distribute it, except where the law allows this despite these Terms. We keep all rights in the Agent.

Early versions. The Agent is currently released as alpha versions and may contain errors.

Updates. The Agent installs an update only when you, or an owner or admin of your workspace, start it from the Agent's tray app or the dashboard. Install the updates we make available and keep the Agent up to date. We may stop supporting older versions.

Your responsibilities. Install the Agent on a secure computer that you keep updated, give it only the permissions it needs in the systems it connects to, and keep your own backups of the data in those systems.

Diagnostics. While the Agent is connected, it sends us diagnostic information, such as its version, status, recent errors and the computer's name. We use this to monitor the Agent and troubleshoot problems. Diagnostic bundles, which can include the Agent's recent logs, are kept for up to 30 days. Other diagnostic information is not deleted on a fixed schedule; disconnecting the Agent deletes it.

When your subscription or these Terms end, your license to the Agent ends and you must uninstall it. If we provide any component of the Service under an open-source license, that license governs that component.

You can create personal API keys from the dashboard. Each key is limited to the permissions you choose, has an expiry date, and can be revoked at any time. A key is shown only once, and we cannot recover a lost key.

Anyone who holds one of your keys can use it with that key's permissions. Keep your keys secret, do not put them in public code or share them, and revoke any key that is no longer needed or that you think has been exposed. You are responsible for activity carried out with your keys. We may set usage limits on the API, and we may suspend or revoke keys that are misused or compromised.

You can contact support from the dashboard or by email at trust@canora.ai. We do not commit to specific response times under these Terms.

Support access you grant. If Canora support asks to look at your workspace, an owner or admin of your workspace can grant time-limited access, and can end it at any time.

Operating the Service. Authorized Cast Hook personnel may also access your data where needed to operate, maintain, secure or fix the Service, or where the law requires it.

You must not use the Service, or let anyone else use it, to:

• break any law, including consumer protection, advertising, product safety, privacy, intellectual property, export control and sanctions laws;
• upload, generate or publish content that is illegal, infringes anyone's rights, or is defamatory, deceptive, harassing or hateful, or that you do not have the rights to use;
• upload, generate or publish any content that sexualizes, exploits or endangers children, whether real or synthetic;
• generate sexually explicit images of a real, identifiable person, or share intimate images of anyone without their consent;
• generate sexually explicit images, such as nudity or sexual activity, unless we have turned on adult content for your workspace;
• create or publish images of a real, identifiable person without their consent, or use synthetic models to impersonate anyone or to mislead;
• list or sell products that are illegal, or that a connected channel prohibits;
• solicit, write or publish fake or misleading reviews;
• access, or try to access, another customer's workspace or data, or any part of the Service you are not authorized to use;
• probe, scan or test the security of the Service, other than good-faith security research that follows the vulnerability reporting rules and safe harbor on our Security page (please report security issues to trust@canora.ai);
• interfere with or overload the Service, introduce malware, or get around usage limits, credit limits or security measures;
• reverse engineer the Service, except where the law allows this despite these Terms;
• resell the Service or provide it to others unless we agree in writing, or use it to build a competing product.

Adult products. You may list and sell lawful adult products, such as sex toys and lingerie, where the law and each connected channel allow it. Product photos and descriptions of those items are not sexually explicit content under these Terms. Explicit adult content for generated images is not available. For workspaces we approve that sell adult products, Canora can generate images of a clothed adult model with the product, for you to review before you publish them. If we offer explicit adult content, it will be off by default, available only to workspaces we approve, and subject to the policies of the AI providers we use.

We are not obliged to review or monitor your content, and you are responsible for it. If we learn that content or activity breaks these rules or the law, we may remove or disable it, suspend your workspace, and report it to the authorities where the law requires.

Canora is an early-stage product. Some features are offered as early access, beta, preview or alpha, for example the on-premises agent. These features are provided as they are, may change or be withdrawn without notice, may be less reliable than the rest of the Service, and may have limited support. Using them is optional.

By you. You can stop using the Service at any time, and cancel your subscription as described under “Subscriptions, billing and taxes.”

Suspension by us. We may suspend or limit your access, including pausing syncing for a workspace, if you break these Terms, if an amount you owe is overdue, if your use creates a security risk or could harm the Service, other customers, connected platforms or anyone else, or if the law requires it. Where we can, we will tell you why and restore access once the problem is resolved.

Termination by us. We may end these Terms or your access if you materially break them and do not fix the breach within 30 days of our notice, or immediately for a serious breach of “Acceptable use.” We may also end them for any reason by giving you at least 30 days' notice.

When your subscription or these Terms end, your right to use the Service ends and any unpaid fees become due. Listings already published to your channels stay there. We do not remove them for you.

Getting a copy of your data. Canora does not currently offer a self-serve export. If you want a copy of your workspace data, email trust@canora.ai within 30 days after your account ends, and we will provide one in a commonly used format.

Deleting your data. Closed workspaces are not currently deleted automatically on a fixed schedule. You can delete data from the dashboard in two ways. “Delete catalog data” removes your products, variants, inventory, locations and product images, related records such as reviews and AI suggestions, and customer records that no order belongs to. It keeps orders, the customers they belong to, and your connected platforms. “Delete all data”, available to the workspace owner once every store is disconnected and no paid plan is active, deletes all of your workspace's data, including orders, customer records and image files, apart from the records described under “What we keep.” You can also email trust@canora.ai to have your workspace and account deleted. We complete deletion requests within 30 days, as described in our Privacy Policy.

What we keep. Deleted data may remain in our database backups for a limited period, until those backups expire. We keep some records, such as billing records, audit logs and security records, where we need them for legal, tax, accounting or security reasons.

Closing your user account. Deleting your user account closes it straight away and erases your personal details 7 days later. It does not delete your workspace's data or cancel a subscription, and you cannot delete your user account while you are the only owner of an active workspace.

Sections of these Terms that by their nature should continue after termination will continue, including those on fees owed, confidentiality, disclaimers, limitation of liability, indemnity and governing law.

Each of us may receive non-public information from the other. The receiving party will use it only to perform under these Terms, protect it with reasonable care, and share it only with people and service providers who need it for that purpose and are bound by similar duties. This does not apply to information that is or becomes public through no fault of the receiving party, that it already knew or developed independently, or that it lawfully received from someone else. Either party may disclose information when the law requires, after giving the other notice where it lawfully can.

THE SERVICE, INCLUDING AI OUTPUT AND THE AGENT, IS PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND.

To the extent the law allows, we disclaim all implied warranties, including warranties of merchantability, fitness for a particular purpose, title and non-infringement. We do not promise that the Service will be uninterrupted, error-free or secure, that data will never be lost, or that AI output will be accurate. You are responsible for checking your catalog, prices, inventory and listings, and for the decisions you make using the Service. Some places do not allow these exclusions, so they apply to you only as far as the law permits.

To the extent the law allows, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, sales, goodwill or data, even if told they were possible.

Each party's total liability for all claims relating to these Terms or the Service is limited to the greater of the total fees you paid Cast Hook in the 12 months before the event giving rise to the claim and US$100.

These limits do not apply to your obligation to pay fees, to your indemnity obligations, to your breach of “Acceptable use,” or to liability that the law does not allow to be limited.

By you. You will defend Cast Hook against third-party claims arising from your content, your products and listings, your use of connected platforms, or your breach of these Terms or the law, and pay the resulting damages, costs and reasonable legal fees.

By us. We will defend you against third-party claims that the Service, as we provide it, infringes their intellectual property rights, and pay damages finally awarded or settlements we agree to. This does not cover claims arising from your content, AI output, connected platforms, your changes to the Service, or its use with anything we did not provide. If such a claim arises, we may change or replace the affected part of the Service, or end it and refund any fees you prepaid for the unused period.

The party asking for protection must tell the other promptly, let it control the defense and settlement, and cooperate reasonably. Neither party may settle a claim in a way that admits fault for the other without its consent.

We may update these Terms. We will post the new version here and update the effective date. For material changes, we will notify account holders at least 30 days before they take effect. If you keep using the Service after that, you accept the updated Terms. If you do not agree, stop using the Service and cancel before they take effect.

These Terms are governed by the laws of the Commonwealth of Virginia, without regard to its conflict-of-laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

Before starting a legal claim, each party will first contact the other and try in good faith to resolve the dispute for at least 30 days. If that does not work, the state or federal courts located in Virginia have exclusive jurisdiction, and both parties consent to them. Either party may seek urgent relief in any court to protect its intellectual property or confidential information.

• Entire agreement. These Terms, together with the plan details shown when you subscribe and our Privacy Policy, are the whole agreement between us about the Service.
• Assignment. You may not transfer these Terms without our written consent. We may transfer them as part of a merger, acquisition or sale of assets.
• Events outside our control. Neither party is responsible for delays or failures caused by events beyond its reasonable control, other than your obligation to pay.
• Export and sanctions. You confirm that you are not located in a country subject to US embargoes and are not on a US government list of restricted parties, and you will not use the Service in breach of US export control or sanctions laws.
• Feedback. If you send us ideas or feedback, we may use them without any obligation to you.
• Notices. We may send you notices at the email address on your account or in the dashboard. You can send notices to us at trust@canora.ai.
• Other terms. If any part of these Terms is found unenforceable, the rest still applies. Not enforcing a right is not a waiver of it. We are independent contractors, and these Terms do not give rights to anyone else.

Cast Hook LLC · trust@canora.ai