Legal
Terms of service
Last updated: 9 September 2026
Provider: eplatforms ltd ("we", "us", "our"), a company registered in England and Wales under company number 3954521, whose registered office is the address recorded against that number at Companies House.
Contact: hello@orderexceptions.com
These terms govern your use of Order Exceptions ("the app"). By installing the app, creating an account, or connecting a store, you agree to them. If you are agreeing on behalf of a company, you confirm you have authority to do so.
1. What the app does
Order Exceptions reads the refund and payment records on your store and tells you when money that was supposed to move has not moved: a refund whose payment transaction failed, one that has stalled, one recorded with no payment behind it at all, a failed capture, or an authorisation about to lapse.
It is a monitoring and alerting tool. It is read-only. It does not issue refunds, retry payments, move money, or change anything on your store.
2. What the app deliberately does not do
Understanding this matters more than any other clause here.
- It does not fix the problems it reports. Acting on an alert is yours to do, in your own store admin or with your payment provider.
- It does not guarantee that it will detect every failure. It can only read what your platform records. Where a platform or gateway does not write a failure down, nothing can see it.
- It is not a substitute for reconciling your own accounts, and it is not accounting, tax, legal or financial advice.
3. Eligibility and accounts
You must be at least 18 and using the app for a business. You are responsible for keeping your credentials secure and for everything done through your account. Tell us promptly at hello@orderexceptions.com if you believe an account has been compromised.
Where you connect a non-Shopify store, you must have the right to grant us read-only API access to it. The credentials you provide are encrypted before they are stored.
4. Fees and billing
The free plan is not a trial and does not expire.
On Shopify, paid plans are billed by Shopify through your existing store invoice, under Shopify's billing terms. We never see your card details.
On other platforms, paid plans are billed by Stripe. Charges recur monthly until cancelled, in advance, and are exclusive of VAT unless stated otherwise.
You may cancel at any time; cancellation takes effect at the end of the paid period and you drop to the free plan rather than losing access. We do not give refunds for part-months, except where the law requires it. If we change prices we will give at least 30 days' notice, and the change will not apply to a period you have already paid for.
If we cannot collect a payment we may suspend paid features after telling you. Monitoring and alerting on the free plan continue, because an unresolved exception represents money you may still owe a customer.
5. Acceptable use
Do not use the app to break the law, infringe anyone's rights, or access a store you are not authorised to access. Do not attempt to circumvent plan limits, interfere with the service, or probe its security without our written permission. Do not resell or white-label the service without our agreement.
Responsible security disclosures are welcome at hello@orderexceptions.com, and we will not pursue anyone acting in good faith.
6. Your data
We process personal data as described in our Privacy Policy. Where we process your customers' personal data on your behalf, our Data Processing Agreement applies and forms part of these terms. In that processing you are the controller and we are the processor.
Your store's data belongs to you. You can export what the app holds, or ask us to delete it, at any time.
7. Availability
We work to keep the service running, but we do not promise it will be uninterrupted or error-free, and we do not offer a service level agreement on any plan. We may carry out maintenance, and will avoid doing so at obviously bad times where we reasonably can.
The app depends on services we do not control — your ecommerce platform's API, your payment gateway, and email delivery. An outage or change at any of those can delay or prevent detection and alerting.
8. Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.
Subject to that, and because this point is the whole substance of the agreement:
We are not liable for money you fail to return to a customer, for a refund that fails, or for a payment you do not collect. Those obligations are yours and remain yours whether or not the app detects the problem, alerts you, or is working at the time. The app tells you what your store recorded; it does not assume responsibility for what your store did.
Subject to the first paragraph, we are not liable for indirect or consequential loss, loss of profit, revenue, goodwill or data, and our total liability arising out of or in connection with these terms in any 12-month period is limited to the greater of the fees you paid us in that period, or £100.
The free plan is provided as-is. To the fullest extent the law allows, we give no warranties on it.
9. Suspension and termination
You may stop using the app at any time by uninstalling it or closing your account.
We may suspend or end your access if you materially break these terms, if we are required to by law, or if your use threatens the security or stability of the service. Where it is reasonable to do so, we will warn you first and give you a chance to put it right.
When your account ends, we delete your data as described in the Privacy Policy and the DPA. Clauses that by their nature should survive termination — liability, data protection, governing law — do so.
10. Changes to these terms
We may change these terms. For any change that materially affects your rights we will give at least 30 days' notice by email or in the app before it takes effect. Continuing to use the app after that means you accept the change. If you do not, cancel before it takes effect.
11. General
These terms are the entire agreement between us about the app, and replace any earlier understanding. If any part is found unenforceable, the rest continues to apply. A delay in enforcing a right is not a waiver of it. You may not transfer your rights under these terms without our consent; we may transfer ours to a company that acquires our business, provided your rights are not reduced.
We are not affiliated with, endorsed by, or partnered with Shopify Inc., BigCommerce Pty. Ltd., Automattic Inc., WooCommerce, shopware AG, or any payment provider named in the app.
12. Governing law
These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you are a business outside the United Kingdom, this does not deprive you of protections that cannot be excluded under the mandatory law of your own country.
13. Contact
hello@orderexceptions.com
eplatforms ltd, registered in England and Wales, company number 3954521.