Trace Terms of Service

Last updated: October 27, 2026

These terms are an agreement between you (the business using Trace) and Ember Labs, LLC ("Trace"). By creating an account, connecting a store or processor, or installing the Trace app, you agree to them.

1. The service

Trace connects to your store and payment processor, gathers evidence when a chargeback is filed, drafts a response with the help of AI, and, after you review and approve it, submits it through your processor. Some processors do not let any outside tool press Submit; for those (Shopify Payments today) Trace saves your approved response into the dispute and your processor files it.

2. You decide, and results are not promised

Every response is reviewed and approved by you before it is sent. AI drafts can be wrong or incomplete: you are responsible for checking facts and evidence before you approve. We cannot promise any dispute will be won, and the bank or card network makes the decision. Recommendations, grades and reports are estimates based on your own data, not predictions or advice.

3. Your account and data

You must be authorized to connect the store and processor you connect, and you are responsible for what is sent in your name. You give Trace permission to read and process the order, customer and payment data needed for disputes, and to submit your approved responses. You are responsible for having a lawful basis and any notices needed to process your customers' data this way. Our Privacy Policy explains how we handle it.

4. Plans and billing

Core: $49 a month, up to 15 new disputes a month, one login. Pro: $149 a month, unlimited disputes, three logins. Extra logins cost $29 a month each where available. Prices are in US dollars and may change with 30 days' notice; the change applies from your next billing period.
Flat fee, no commission: we do not take a percentage of what you recover.
Past the monthly dispute limit on Core, new disputes are recorded and you are emailed with the deadline, but Trace does no further work on them until you move to Pro. You can still respond directly with your processor. Deadlines are always yours to meet.
Billing is monthly in advance through Stripe, or through Shopify for stores installed from the Shopify App Store. Shopify-billed charges follow Shopify's billing terms.
If a payment fails we retry and tell you. Access to Pro features may pause until it is paid.

5. Cancelling and refunds

You can cancel at any time from Billing (or, for Shopify-billed stores, in your Shopify admin). Cancellation takes effect at the end of the period you paid for. See the Refund policy.

6. Acceptable use

Do not use Trace to submit false or misleading evidence, to dispute legitimate charges you know are valid, to break the rules of a card network or processor, to attack or overload the service, or to resell it without our agreement.

7. Our data use

We may use de-identified, aggregated information derived from disputes to operate and improve Trace, as described in the Privacy Policy. We do not use it to identify you or your customers.

8. Third parties

Trace depends on services we do not control (Shopify, Stripe, your processor, the card networks, AI and hosting providers). Their outages, rule changes or API limits can affect the service, and we are not responsible for decisions made by banks, networks or processors.

9. Availability

We work to keep Trace running and monitor it, but it is provided "as is". We do not promise uninterrupted service. Do not rely on Trace alone to meet a deadline: reminders are a help, and the deadline is yours.

10. Limits of liability

To the extent the law allows, Trace is not liable for indirect, incidental or consequential damages or for lost profits or lost disputes, and our total liability for any claim is limited to the fees you paid in the 3 months before it arose. Nothing here limits liability that cannot be limited by law.

11. Ending the agreement

You can stop using Trace at any time. We can suspend or end access for breach of these terms, non-payment or risk to the service, and will tell you where we can. Your data is handled as the Privacy Policy describes.

12. Changes

We may update these terms. For material changes we will email you at least 30 days ahead. Using Trace after the change means you accept it.

13. Law and disputes

These terms are governed by the laws of Florida, without regard to conflict-of-law rules. Courts in Seminole County, Florida have exclusive jurisdiction.

14. Contact

support@tracechargebacks.com Â· Ember Labs, LLC, 302 Riverbend Blvd, Longwood, FL 32779