Plan terms and service rules

Plans and prices

Starter is $39 a month, Growth is $89 a month and Business is $189 a month. Enterprise starts from $499 a month plus a setup fee, under a custom contract.

Paying yearly gives 10% off: Starter $34.95, Growth $79.95 and Business $169.95 a month, billed once a year. All prices are in US dollars and exclude taxes.

1. Plans and billing

You can pay monthly or yearly. Your plan renews automatically at the end of each period. Prices exclude taxes and third-party fees.

You can cancel at any time. The cancellation takes effect at the end of the period you have paid for. We do not refund partial periods. Your first payment is refundable within 14 days if your store did not go live.

Upgrades take effect immediately and you pay a prorated charge for the rest of the period. Downgrades take effect at your next renewal, and your usage must fit the lower plan.

If a payment fails, you have a 7-day grace period. After that your store is paused. We keep your data for 30 days after a pause or cancellation. After that we delete it, and we email you before we do.

We announce price changes 30 days ahead. If you pay yearly, your price stays locked for the year you have paid.

2. Limits and fair use

Starter includes 100 products, 2 staff accounts, 1 domain, 500 orders a month and 1 GB of storage.

Growth includes 2,000 products, 10 staff accounts, 3 domains, 5,000 orders a month and 10 GB of storage.

Business includes 20,000 products, 25 staff accounts, 5 domains, 20,000 orders a month and 50 GB of storage, under fair use. Enterprise limits are agreed in your contract.

The product, staff and domain limits stop you from adding more once you reach them. The order limit never blocks checkout. We tell you when you reach 80% and 100% of it. If you go over the limit two months in a row, we will ask you to upgrade.

3. Traffic and acceptable use

Each plan has a monthly data transfer allowance: Starter 50 GB, Growth 250 GB and Business 1 TB. Enterprise is agreed in your contract.

If your store goes over its allowance, we notify you. You can then upgrade, or pay for the extra traffic at $0.10 per GB.

If your store receives abusive traffic or is attacked, we may limit that traffic. You are not charged for it.

You may not use the platform for illegal goods, spam or mass unsolicited messages, crypto mining, reselling platform resources, or load testing without our written permission.

4. Support

Starter: email support, with a first reply within 48 business hours.

Growth: email and chat, with a first reply within 24 business hours.

Business: priority email, chat and WhatsApp, with a first reply within 8 business hours.

Enterprise: a dedicated account manager, with a first reply within 4 hours and a service level set in your contract.

Our business hours are published on the Contact page.

5. Bugs are fixed free on every plan

A bug means the platform is not working as documented. We fix bugs at no charge on every plan.

Critical: the store is down, checkout or payments are broken, data is lost, or there is a security issue. We respond within 4 hours (Business: 2 hours; Enterprise: as set in your contract). We work on a fix or a workaround as fast as we can, including outside business hours.

High: a major feature is broken and there is no workaround. We aim to fix it within 2 business days.

Medium: a feature is partly broken but there is a workaround. We aim to fix it within 7 business days.

Low or cosmetic: we fix it in the next scheduled release.

These are not bugs: wrong content or settings entered by the store; the store's own custom code or third-party add-ons; outages of third-party services such as payment gateways, couriers, SMS providers and app stores; unsupported or outdated browsers and devices; and requests to change how something works, which are enhancements.

Fixing a problem caused by the store's own custom code is chargeable.

6. Enhancements

An enhancement is a change or improvement to a feature that already exists, such as a new field, a layout change, a report tweak or an extra filter.

Starter and Growth: enhancements are chargeable and quoted in advance. Business: free, subject to section 8. Enterprise: as set in your contract.

7. New functionality

New functionality is a feature that does not yet exist in the platform.

Starter and Growth: chargeable, and quoted in advance after a technical review. Business: free, subject to section 8. Enterprise: as set in your contract, or from the development hours it includes.

8. How requests are handled, and free development for Business

Our technical team reviews every request. The team decides whether it is built, how it is built and when it is deployed. The decision depends on team allocation, bandwidth, technical fit, security and the product roadmap.

We do not guarantee a delivery date. Large requests may be split across several releases. If a request can only be used by one store and needs a lot of work, we may quote it instead of building it for free.

For chargeable work on Starter and Growth, we send a written quote with the scope, the price and an estimated timeline. Work starts after you approve the quote in writing and pay a 50% advance. The balance is due on delivery. One review round is included, and further changes are quoted.

Features we build become part of the eMate 360 platform. We own them and may offer them to all customers. Exclusive custom code is only available under an Enterprise contract.

9. Deployment and updates

We deploy all platform updates. We announce planned maintenance at least 48 hours ahead and do it in low-traffic hours. We may deploy urgent security fixes at any time.

Business stores can ask for up to two change-freeze periods a year, for example Ramadan or White Friday, with 14 days' notice.

We release requested enhancements and features when the technical team schedules them. Business stores can preview them before release.

We do not roll back a platform update on request unless it causes a bug.

Pointing your custom domain's DNS to us is your job. The SSL certificate is automatic.

10. Mobile apps

Starter does not include a mobile app. Growth can add a branded Android and iPhone app for a one-time fee of $199. Business includes the app. Enterprise includes the app, published on the store's own accounts.

By default we publish your app on the eMate 360 Google Play and Apple App Store accounts, at no extra cost.

Apple may reject an app under its App Store Review Guidelines. For example, Apple requires apps built from a template to be published by the business that owns them. In that case you must open your own Apple Developer account, which costs $99 a year, paid to Apple. Organisations also need a free D-U-N-S number.

You then give us access: the App Manager role in App Store Connect, plus access to the certificates. The one-time fee covers the resubmission. It is not refunded because of an Apple decision.

If you want your own Google Play or Apple account from the start, you must give us enough access to publish, which means release and app-management permissions.

App updates included each year: Growth 2, Business 4, Enterprise as set in your contract. Extra releases cost $49 each.

App store review times and decisions are outside our control. You are responsible for your app's content.

If you cancel, apps on our accounts are removed. We can transfer an Android app to your own account on request. An iPhone app on our account cannot be transferred, and you must publish it again.

11. Third-party services

You pay for payment gateway fees, courier charges, SMS credits and sender-name registration, domain purchases and app-store fees, unless your plan says otherwise.

12. Backups and your data

We back up your store every day. We keep backups for 7 days on Starter, 14 days on Growth and 30 days on Business. Enterprise is agreed in your contract.

You can ask us to restore a backup. Business includes one free restore a month. On Starter and Growth a restore costs $49.

You can export your data at any time.

13. Uptime

Our monthly availability target is 99.5%, and 99.9% for Business. It is a target, not a guarantee. Planned maintenance does not count against it.

Service credits are only available under an Enterprise service level agreement.

14. Your responsibilities

You are responsible for your products, content, prices and taxes, and for following the law in the countries where you sell. You are also responsible for protecting your customers' data under local law and for keeping your staff passwords safe.

15. Changes to these terms

We announce changes to these terms by email 30 days ahead. The version on this page is the one that applies.