1 Agreement to Terms
These Terms of Service ("Terms") constitute a legally binding agreement between you (whether an individual or entity, "you" or "User") and Pluggabl L.L.C. ("TokHQ," "we," "us," or "our") concerning your access to and use of the TokHQ.io website and shipping automation service (collectively, the "Service").
By accessing or using TokHQ, you agree to be bound by these Terms. If you disagree with any part of these Terms, you do not have permission to access the Service.
2 Service Description
2.1 Overview
TokHQ provides automated fulfillment services for TikTok Shop sellers, including:
- Watcher Mode: SLA monitoring, compliance tracking, and alerts without label purchasing
- Autopilot Mode: Full automation including label purchase and tracking updates
- Order management and tracking
- Shipping label generation through integrated carriers
- Compliance logging and reporting
2.2 Service Limitations
TokHQ is a fulfillment automation tool only. We are NOT:
- A shipping carrier or logistics provider
- Responsible for physical package delivery
- A Merchant of Record for your transactions
- Liable for carrier performance or delays
- A replacement for your TikTok Shop seller obligations
3 Account Registration
3.1 Eligibility
You must be at least 18 years old and capable of forming binding contracts to use TokHQ. By registering, you represent that:
- You have the legal authority to bind any entity you represent
- You are an active TikTok Shop seller in good standing
- All registration information provided is accurate and current
- You will maintain the security of your account credentials
3.2 Account Security
You are responsible for:
- Maintaining the confidentiality of your account credentials
- All activities that occur under your account
- Immediately notifying us of any unauthorized use
- Ensuring your TikTok Shop integration remains valid
We reserve the right to suspend or terminate accounts that we reasonably believe have been compromised.
3.3 Account Types
- Individual Accounts: For single-store operators
- Team Accounts: Support for Admin and Staff roles with appropriate permissions
- Enterprise Accounts: Custom configurations (contact sales)
4 Subscription and Payment
4.1 Subscription Plans
Current plans (subject to change with notice):
- Starter: $35/month - Watcher Mode only
- Policy Guard Add-on: +$30/month - Enhanced automation features
- Autopilot: $99/month + usage fees - Full automation with label purchasing
4.2 Payment Terms
- All fees are in US Dollars
- Subscriptions bill monthly in advance
- Label costs are billed as incurred (Autopilot only)
- Payment processing is handled by Stripe
- You authorize automatic recurring charges
4.3 Free Trial
New accounts may receive a 14-day free trial. Credit card required. You will be charged automatically when the trial ends unless you cancel.
4.4 Refunds
- Monthly subscriptions are non-refundable
- Unused label credits do not carry forward
- No refunds for partial months
- Billing errors must be reported within 30 days
5 Acceptable Use
5.1 Permitted Use
You may use TokHQ only for:
- Legitimate TikTok Shop order fulfillment
- Managing your own store's operations
- Purchasing shipping labels for actual orders
- Accessing your own data and reports
5.2 Prohibited Activities
You may NOT:
- Violate any applicable laws or regulations
- Violate TikTok Shop's terms or policies
- Submit fraudulent orders or shipping requests
- Attempt to circumvent API rate limits
- Reverse engineer or copy the Service
- Resell or sublicense access to TokHQ
- Use automated systems to access the Service (except our API)
- Transmit malware or harmful code
- Interfere with other users' access
- Misrepresent your identity or authorization
- Process orders for prohibited or illegal goods
- Manipulate shipping data to evade TikTok policies
5.3 API Usage
If granted API access:
- Respect rate limits (currently 100 requests/minute)
- Implement proper error handling
- Maintain webhook endpoint availability >99.5%
- Respond to webhooks within 3 seconds
- Do not share API credentials
6 TikTok Shop Integration
6.1 Authorization
By connecting your TikTok Shop account, you authorize TokHQ to:
- Access order and shipping information
- Post tracking updates and fulfillment status
- Retrieve store configuration and policies
- Act on your behalf for fulfillment operations
6.2 Your Responsibilities
You remain responsible for:
- Maintaining TikTok Shop seller standards
- Accurate product listings and inventory
- Customer service and communications
- Tax compliance and reporting
- Meeting TikTok's seller performance metrics
6.3 Compliance
You acknowledge that:
- TokHQ helps monitor but doesn't guarantee policy compliance
- You must independently verify all TikTok requirements
- Late dispatch penalties remain your responsibility
- We provide tools, not legal or tax advice
7 Shipping and Labels
7.1 Label Purchase (Autopilot Mode)
- Labels are purchased through integrated aggregators (EasyPost, Shippo)
- Rates are pass-through plus disclosed service fees
- Labels are non-refundable once purchased
- You must verify address accuracy before purchase
7.2 Carrier Terms
- You agree to all carrier terms and restrictions
- Package contents must be accurately declared
- Prohibited items must not be shipped
- Insurance and additional services are optional
7.3 Label Storage
- PDF labels stored encrypted for 180 days
- Access via dashboard or API only
- Your responsibility to download and backup
8 Data and Privacy
8.1 Data Ownership
- You retain ownership of your business data
- We have a license to process data per these Terms
- Aggregated, anonymous data may be used for improvements
8.2 Data Processing
By using TokHQ, you confirm:
- You have necessary rights to share customer data
- Your use complies with applicable privacy laws
- You will honor data subject requests
- Our Privacy Policy governs data handling
8.3 Data Export
- You may export your data at any time
- Standard formats provided (CSV, JSON)
- Deleted data not recoverable after retention periods
9 Intellectual Property
9.1 TokHQ Property
All TokHQ intellectual property remains ours, including:
- Software, algorithms, and source code
- Logos, trademarks, and branding
- Documentation and training materials
- Aggregated analytics and insights
9.2 Your Content
You retain rights to your business data but grant us license to:
- Process orders and generate labels
- Display information in your dashboard
- Generate compliance reports
- Provide technical support
9.3 Feedback
Any feedback, suggestions, or ideas you provide become our property and may be used without compensation or attribution.
10 Warranties and Disclaimers
10.1 Service Availability
THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED.
We do NOT guarantee:
- 100% uptime or availability
- Error-free operation
- Compatibility with all systems
- Specific business outcomes or results
10.2 No Professional Advice
TokHQ does not provide:
- Legal, tax, or accounting advice
- Guarantees of TikTok policy compliance
- Business strategy consultation
- Customs or international trade guidance
10.3 Third-Party Services
We are not responsible for:
- TikTok Shop platform changes or outages
- Carrier delivery performance
- Payment processor issues
- Third-party integration failures
11 Limitation of Liability
11.1 Damages Cap
TO THE MAXIMUM EXTENT PERMITTED BY LAW, TOKHQ'S TOTAL LIABILITY SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE 3 MONTHS PRECEDING THE CLAIM.
11.2 Excluded Damages
WE ARE NOT LIABLE FOR:
- Indirect, incidental, or consequential damages
- Lost profits or business opportunities
- TikTok account suspensions or penalties
- Carrier delays or package loss
- Data loss beyond our reasonable control
11.3 Essential Purpose
These limitations apply even if remedies fail their essential purpose and regardless of the theory of liability.
12 Indemnification
You agree to defend, indemnify, and hold harmless TokHQ, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable attorneys' fees) arising from:
- Your use of the Service
- Violation of these Terms
- Violation of TikTok policies
- Infringement of third-party rights
- Your products or business practices
- Disputes with your customers
- Inaccurate or fraudulent data
13 Termination
13.1 Your Right to Cancel
You may cancel your subscription at any time through your account dashboard. Cancellation takes effect at the end of the current billing period.
13.2 Our Right to Terminate
We may suspend or terminate your account immediately for:
- Violation of these Terms
- Fraudulent or illegal activity
- Non-payment of fees
- Excessive API usage or abuse
- Actions harmful to other users
- Extended inactivity (>180 days)
13.3 Effect of Termination
Upon termination:
- Access to the Service ceases immediately
- No refunds for unused time
- Data available for export for 30 days
- After 30 days, all data permanently deleted
- Obligations for fees incurred remain
14 Dispute Resolution
14.1 Informal Resolution
Before formal proceedings, you agree to attempt resolution by contacting [email protected]. Most disputes can be resolved informally within 30 days.
14.2 Arbitration Agreement
Any unresolved disputes shall be settled by binding arbitration under JAMS rules, conducted in English in North Carolina. Each party bears their own costs unless the arbitrator determines claims were frivolous.
14.3 Exceptions
This arbitration agreement does not apply to:
- Intellectual property disputes
- Small claims court actions
- Injunctive relief for Terms violations
14.4 Class Action Waiver
YOU WAIVE ANY RIGHT TO PARTICIPATE IN CLASS ACTIONS OR CLASS ARBITRATIONS. Disputes must be brought individually.
15 Modifications
15.1 Terms Updates
We may modify these Terms at any time. Material changes will be notified via:
- Email to your registered address
- Dashboard notification
- 30 days advance notice for material changes
15.2 Continued Use
Continued use after changes constitutes acceptance. If you disagree with changes, you must stop using the Service and cancel your account.
15.3 Pricing Changes
Subscription pricing changes require 30 days notice. Usage-based fees may change with 7 days notice.
16 General Provisions
16.1 Entire Agreement
These Terms and our Privacy Policy constitute the entire agreement between you and TokHQ.
16.2 Governing Law
These Terms are governed by North Carolina law, without regard to conflict of law principles.
16.3 Severability
If any provision is found unenforceable, the remaining provisions continue in effect.
16.4 Assignment
You may not assign or transfer these Terms. We may assign our rights to any successor or acquirer.
16.5 Waiver
No waiver of any provision shall be deemed a further waiver of any other provision.
16.6 Force Majeure
Neither party is liable for delays due to circumstances beyond reasonable control.
16.7 Relationship
Nothing in these Terms creates an agency, partnership, or employment relationship.
16.8 Notices
Legal notices must be sent to:
16.9 Export Compliance
You agree to comply with all applicable export and import laws.
16.10 Survival
Provisions that by their nature should survive termination shall survive.
17 Service-Specific Terms
17.1 Watcher Mode
- Monitoring and alerts only
- No automatic actions on your behalf
- SLA calculations are estimates
- Alert timing best-effort
17.2 Autopilot Mode
- Automatic label purchase authorized
- Non-reversible once tracking posted
- You verify all order details
- Additional usage fees apply
17.3 Beta Features
Features marked "Beta" are experimental:
- May change or be discontinued
- No service level guarantees
- Feedback encouraged
- Use at your own risk
18 Contact Information