Terms of Service

Welcome to Tracehub. By accessing or using our website at tracehub.app or our Shopify application ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our Service.

These Terms constitute a legally binding agreement between you (the "User" or "you") and Tracehub ("we," "us," or "our"). By using our Service, you represent that you are of legal age to enter into a binding contract and that you have read, understood, and agree to be bound by these Terms.

How you accept these terms

You accept these Terms by:

• Installing the Tracehub app on your Shopify store
• Clicking "Accept" or "Install" during the app installation process
• Accessing or using any features of the Service after installation
• Creating or managing Digital Product Passports through our Service

By installing the Tracehub app, you automatically consent to these Terms of Service and our Privacy Policy. If you do not agree, you must not install or use the app.

If you are using the Service on behalf of an organization or entity, you represent and warrant that you are authorized to accept these Terms on their behalf, and that the organization or entity agrees to be bound by these Terms.

Tracehub provides a digital product passport (DPP) management platform designed to help Shopify merchants create EU-compliant Digital Product Passports with AI-powered sustainability insights.

Core features

• Automatic product synchronization from Shopify stores
• AI-powered data completion for product information
• Digital Product Passport creation and management
• Sustainability insights and compliance tracking
• QR code and PDF export functionality
• EU ESPR (Ecodesign for Sustainable Products Regulation) compliance tools
• ESPR Annex III structured data collection (GTINs, commodity codes, operator identifiers)
• Substances of concern tracking with CAS number validation
• Category-specific compliance tools (textiles, electronics, batteries, furniture, packaging)
• Economic operator management (manufacturers, importers, distributors, facilities)
• Structured disassembly and recycling instructions
• Harmonized standards and certifications tracking
• Automated ESPR compliance scoring and validation

Service availability

We strive to provide continuous service availability, but we do not guarantee that the Service will be uninterrupted, timely, secure, or error-free. We reserve the right to modify, suspend, or discontinue the Service (or any part thereof) at any time with or without notice.

The Service is provided on an "as is" and "as available" basis. We reserve the right to modify features, functionality, and pricing at our discretion.

This section outlines our commitments regarding data retention and service availability in accordance with the requirements of the EU Ecodesign for Sustainable Products Regulation (ESPR) (EU) 2024/1781.

10-year data retention guarantee

In accordance with ESPR Article 10 requirements, we commit to retaining your Digital Product Passport data for a minimum period of ten (10) years from the date of creation, or until the end of the product's expected lifetime plus ten years, whichever is longer.

This commitment includes:

• All DPP core data (materials, environmental information, repair instructions, recycling guidelines)
• ESPR Annex III structured data (GTINs, commodity codes, economic operators, substances of concern)
• Associated metadata and compliance documentation
• Historical versions of DPP data for audit purposes

This retention commitment survives account termination. Even if you cancel your subscription, we will maintain access to your DPP data through our public passport URLs for the full retention period to ensure regulatory compliance.

Certified backup providers

To ensure data durability and comply with ESPR requirements for independent backup, we utilize multiple certified backup providers:

• Primary Storage: Backblaze B2 Cloud Storage (EU region) - for active data access with 99.9% availability
• Shopify Metafields: Real-time synchronization to your Shopify store as an additional backup layer

All backup providers are SOC 2 Type II certified and store data exclusively within the European Union.

Service level agreement (SLA)

For PRO and BUSINESS plan subscribers, we commit to the following service levels:

SLA credits

If we fail to meet the uptime commitments specified above, you may be eligible for service credits:

• 99.0% - 99.5% uptime: 10% credit of monthly subscription fee
• 95.0% - 99.0% uptime: 25% credit of monthly subscription fee
• Below 95.0% uptime: 50% credit of monthly subscription fee

To claim SLA credits, you must submit a request to support@tracehub.app within 30 days of the incident. Credits are applied to future billing periods and are not refundable as cash.

Data portability

In compliance with the EU Data Act and ESPR data portability requirements, you can export your DPP data at any time in the following formats:

• JSON: Full structured data export including all ESPR Annex III fields
• CSV: Spreadsheet-compatible format for analysis
• XML: Machine-readable format for system integration

Data exports include all DPP information, compliance scores, and historical data. There are no fees for data export, regardless of your subscription plan.

Business continuity

In the unlikely event of Tracehub ceasing operations, we commit to:

• Providing 90 days advance notice to all users
• Enabling full data export for all users regardless of plan status
• Transferring DPP hosting responsibilities to a designated successor entity or open-source foundation
• Maintaining public DPP URLs for the full 10-year retention period through arrangements with our backup providers

By using our Service, you agree to:

Acceptable use

• Provide accurate, current, and complete information when creating an account
• Maintain the security of your account credentials
• Notify us immediately of any unauthorized access to your account
• Use the Service in compliance with all applicable laws and regulations
• Use the Service only for lawful business purposes

Prohibited activities

You agree NOT to:

• Use the Service for any illegal or unauthorized purpose
• Attempt to gain unauthorized access to any portion of the Service
• Interfere with or disrupt the Service or servers or networks connected to the Service
• Transmit any viruses, malware, or other malicious code
• Reverse engineer, decompile, or disassemble any part of the Service
• Use automated means (bots, scrapers) to access the Service without our permission
• Remove or modify any copyright, trademark, or other proprietary notices
• Resell or redistribute the Service without our explicit written consent

Data accuracy

While our AI-powered tools provide suggestions and insights, you are solely responsible for ensuring the accuracy and compliance of all product information, Digital Product Passports, and data you publish or share. Tracehub does not verify the accuracy of user-provided data.

Our intellectual property

The Service, including but not limited to its design, features, functionality, code, graphics, user interface, and all content provided by Tracehub, is owned by Tracehub and is protected by international copyright, trademark, patent, trade secret, and other intellectual property laws.

You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Service strictly in accordance with these Terms. This license does not include any right to:

• Modify or copy the Service materials
• Use the Service materials for commercial purposes outside of the intended use
• Attempt to reverse engineer any software contained in the Service
• Remove any copyright or other proprietary notations

Your intellectual property

You retain all ownership rights to the content you upload to the Service, including product information, images, and data. By using the Service, you grant Tracehub a worldwide, non-exclusive, royalty-free license to use, store, process, and display your content solely for the purpose of providing the Service to you.

We will not use your content for any other purpose without your explicit consent, except as required by law or as described in our Privacy Policy.

Trademarks

Tracehub, the Tracehub logo, and any other product or service names, logos, or slogans displayed on the Service are trademarks of Tracehub and may not be copied, imitated, or used without our prior written permission.

Subscription plans

Tracehub offers multiple subscription tiers with different features and limits. Current pricing is available on our website and within the Shopify App Store. All fees are in EUR unless otherwise stated.

Free plan

We offer a free plan that allows you to explore Tracehub and its features before upgrading to a paid subscription. No credit card is required for free plans. You can upgrade to a paid plan at any time to access additional features and higher limits.

Billing and automatic renewal

Subscription fees are billed in advance on a monthly or annual basis, depending on your chosen plan. Your subscription will automatically renew at the end of each billing period unless you cancel before the renewal date.

By subscribing to a paid plan, you authorize us to charge your payment method on file for the subscription fee and any applicable taxes. You are responsible for maintaining current and valid payment information.

Price changes

We reserve the right to modify our pricing at any time. If we change the price of your subscription plan, we will provide you with at least 30 days' notice before the change takes effect. Continued use of the Service after the price change constitutes your acceptance of the new price.

Refunds

Subscription fees are non-refundable except as required by law or as explicitly stated in these Terms. If you cancel your subscription, you will continue to have access to the Service until the end of your current billing period, but no refund will be provided for the remaining time.

Cancellation

You may cancel your subscription at any time through your account settings or by contacting support. Upon cancellation, your access to paid features will continue until the end of your current billing period, after which your account will be downgraded to the free plan (if available) or deactivated.

Service "as is"

THE SERVICE IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. TO THE FULLEST EXTENT PERMITTED BY LAW, Tracehub DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

No guarantee of results

We do not warrant that:

• The Service will meet your specific requirements or expectations
• The Service will be uninterrupted, timely, secure, or error-free
• The results obtained from the use of the Service will be accurate or reliable
• Any errors in the Service will be corrected
• AI-generated suggestions or data will be accurate, complete, or compliant with regulations

Compliance disclaimer

While Tracehub is designed to help you create EU-compliant Digital Product Passports, we do not guarantee that use of our Service will ensure compliance with all applicable laws and regulations. You are solely responsible for ensuring that your use of the Service and the information you publish complies with all applicable laws, including but not limited to EU ESPR regulations, GDPR, and other consumer protection laws.

Third-party services

The Service may integrate with or link to third-party services, including Shopify. We are not responsible for the availability, accuracy, or content of third-party services. Your use of third-party services is governed by their respective terms and conditions.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL Tracehub, ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, OR LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO:

• Loss of profits, revenue, data, or business opportunities
• Business interruption
• Loss of goodwill or reputation
• Costs of procurement of substitute goods or services

WHETHER BASED ON WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY, OR ANY OTHER LEGAL THEORY, AND WHETHER OR NOT Tracehub HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Maximum liability cap

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, OUR TOTAL LIABILITY TO YOU FOR ALL CLAIMS ARISING FROM OR RELATED TO THE SERVICE SHALL NOT EXCEED THE AMOUNT YOU PAID TO Tracehub IN THE 12 MONTHS PRECEDING THE EVENT GIVING RISE TO THE LIABILITY, OR €100 EUR, WHICHEVER IS GREATER.

Jurisdictional limitations

Some jurisdictions do not allow the exclusion or limitation of certain warranties or liabilities. In such jurisdictions, our liability will be limited to the maximum extent permitted by law.

Indemnification

You agree to indemnify, defend, and hold harmless Tracehub and its affiliates, officers, directors, employees, agents, and licensors from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable attorneys' fees) arising from:

• Your use or misuse of the Service
• Your violation of these Terms
• Your violation of any third-party rights, including intellectual property rights
• Any content you submit, post, or transmit through the Service
• Your violation of any applicable laws or regulations

Termination by you

You may terminate your account and cease using the Service at any time by:

• Uninstalling the Tracehub app from your Shopify store
• Canceling your subscription through your account settings
• Contacting our support team to request account deletion

Termination by us

We reserve the right to suspend or terminate your access to the Service at any time, with or without notice, for any reason, including but not limited to:

• Violation of these Terms
• Fraudulent or illegal activity
• Non-payment of fees
• Extended periods of inactivity
• At our discretion, if we believe your use of the Service poses a risk to us, other users, or third parties

Effect of termination

Upon termination of your account:

• Your right to use the Service will immediately cease
• You will no longer have access to your account data
• We may delete your data in accordance with our data retention policy
• You will not be entitled to any refund of prepaid fees
• Any provisions of these Terms that by their nature should survive termination will remain in effect

Data export

Before terminating your account, you may export your data using the export features provided in the Service. After termination, we are not obligated to provide you with access to your data, though we will retain it for a limited period in accordance with our Privacy Policy.

Governing law

These Terms shall be governed by and construed in accordance with the laws of Denmark, without regard to its conflict of law provisions.

Dispute resolution

In the event of any dispute, claim, or controversy arising out of or relating to these Terms or the Service, you agree to first contact us at legal@tracehub.app to attempt to resolve the dispute informally. We will make good faith efforts to resolve any disputes amicably.

Jurisdiction

If a dispute cannot be resolved informally, you agree that any legal action or proceeding arising out of or relating to these Terms or the Service shall be brought exclusively in the courts located in Denmark, and you consent to the personal jurisdiction of such courts.

Waiver of class actions

To the extent permitted by law, you agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action.

We reserve the right to modify these Terms at any time. If we make material changes to these Terms, we will notify you by:

• Posting the updated Terms on this page
• Updating the "Last updated" date at the top of this page
• Sending an email notification to the address associated with your account (for material changes)
• Displaying a prominent notice within the Service

Your acceptance of changes

Your continued use of the Service after any changes to these Terms constitutes your acceptance of the new Terms. If you do not agree to the modified Terms, you must stop using the Service and cancel your account.

Review of terms

We encourage you to review these Terms periodically to stay informed of any updates. Material changes will take effect 30 days after they are posted, unless you are notified otherwise.

If you have any questions, concerns, or requests regarding these Terms of Service, please contact us:

We are committed to resolving any questions or concerns you may have about these Terms and our Service.