Terms of Service

1. The agreement

These terms govern use of VerifiedReturn, a service operated by RE2 Limited, a company registered in England and Wales (“VerifiedReturn”, “we”, “us”). By creating a workspace, accessing the dashboard, or using the capture, API, or embed products, you agree to them. If you use VerifiedReturn on behalf of a business, you confirm you have authority to bind that business.

Questions: [email protected] or the contact form.

2. The service

VerifiedReturn lets a merchant send a short link so a customer can capture live photos and a short clip of an item in the browser. We store the media, collect integrity signals, compute confidence and object scores, and return those to you in the dashboard, over the API, and by webhook.

We may change features, scoring models, and signal weights. We will not present a model change as a determination that any past session was wrongly decided — you decide refunds, not us.

2.1 What we do not do

VerifiedReturn is not a returns platform, a payment processor, a credit-reference agency, or a fraud-adjudication service. We do not contact your customers except as needed to operate the capture page they open. We do not issue refunds, create Shopify return records, or guarantee that a session will support a chargeback, an insurance claim, or a court process.

3. Accounts

You must provide accurate account details and keep login credentials confidential. You are responsible for activity under your workspace, including API keys, share links, and members you invite. Notify us promptly if you believe an account or key is compromised.

We may refuse, suspend, or close an account that we reasonably believe is used for abuse, unlawful activity, or a material breach of these terms.

4. Plans and billing

Plans are published on the marketing site and may change. You are billed when a customer submits a capture, not when they open the link. Sandbox keys never meter.

As of the date above, the published catalogue is:

• Free — no monthly fee, 10 included checks, 30-day media retention.
• Starter — $29 / month, 100 included checks, API and branding on, 90-day retention.
• Unlimited — $99 / month, unlimited checks, API, branding, and sub-accounts, 365-day retention.

There is no overage charge and we do not sell credit packs. Catalogue prices are in US dollars. If we invoice in sterling we will say so on the invoice. Taxes may apply.

Unused included checks do not roll over. If you exceed the checks included on your plan in a calendar month, capture keeps working for your customers and the evidence is still collected and retained, but the results of those additional checks — scores, decision, photographs, clip, and signals — are not visible in your workspace or API until you move to a plan that covers them. Upgrading unlocks the checks already taken in that month.

"Unlimited" is subject to fair use. It is intended for a single merchant's ordinary returns volume. We may contact you, and if necessary apply a limit or move you to a bespoke agreement, if usage is materially out of line with that — for example automated bulk capture, resale of the service, or sustained volume far beyond comparable accounts. We will give reasonable notice before applying a limit.

If a payment fails and remains unpaid after notice, we may suspend metered capture until the balance is cleared.

5. Acceptable use

You must not use VerifiedReturn to:

• collect images of people as the subject, or run facial recognition or biometric identification;
• surveil individuals, harass them, or collect evidence for a purpose you have not told the customer about;
• probe, scrape, or overload the service, or attempt to reverse the scoring models beyond ordinary use;
• bypass plan limits, share a single workspace as a public capture utility, or resell the service without a written reseller agreement;
• upload or transmit malware, or use the capture page to distribute unlawful content.

6. Your customers and the capture page

You are responsible for the legal basis on which you ask a customer to open a capture link, for the instructions you give them, and for how you use the resulting media and scores. You must not present VerifiedReturn as a requirement to exercise a statutory consumer right where that would be unfair or unlawful.

The capture page collects photos of the item, a short clip, device and environment signals, and timestamps. See the Privacy Policy for the list. You must not ask a customer to photograph themselves or another person as the subject of a session.

7. Scores are decision support, not a determination of fact

Confidence scores, object scores, decisions (pass, review, fail), and the underlying signals are tools for your operators. They are not a finding that a claim is genuine or fraudulent, that an item is damaged, or that a customer has breached your policy.

VerifiedReturn does not warrant that any score is correct, complete, or suitable for a particular decision. You remain solely responsible for whether you refund, exchange, refuse, or escalate a claim. Do not treat a “fail” as a public accusation, and do not treat a “pass” as a reason to skip your own review where the claim is material.

8. Intellectual property

We retain all rights in the VerifiedReturn software, models, documentation, and branding. You retain all rights in your account data, your branding assets, and the media your customers capture, subject to the licence below.

You grant us a licence to host, process, analyse, and display that media and those signals for as long as needed to provide the service, to secure it, to improve scoring on a de-identified basis, and to comply with law. We do not sell customer capture media.

9. Retention and deletion

Media is retained for the window on your plan (30, 90, or 180 days from completion, or from creation if a session never completed) and then purged. Account records, audit events, and billing data may be kept for longer where we have a legal or accounting reason. You may request earlier deletion via [email protected].

10. Availability and changes

We aim for continuity but do not warrant uninterrupted or error-free service. Forensics analysis may degrade if a dependency (for example the image processing library) is unavailable; sessions can still complete with reduced signals. We may modify or discontinue features with reasonable notice where practicable.

11. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited under English law.

Subject to that, we are not liable for indirect or consequential loss, lost profits, lost refunds, chargebacks, or loss of goodwill. Our aggregate liability arising out of the service in any twelve-month period is limited to the fees you paid us in that period, or £100 if you are on the free plan.

12. Indemnity

You will indemnify RE2 Limited against claims arising from your use of the media or scores, your instructions to customers, or your breach of these terms or applicable law, except to the extent a claim is caused by our negligence or wilful misconduct.

13. Governing law

These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that we may seek injunctive relief in any jurisdiction to protect the service or our intellectual property.

14. Changes

We may update these terms by posting a new version on this page and updating the date above. Material changes will be flagged in the dashboard or by email where we have an address. Continued use after the effective date is acceptance of the new terms.