Terms of Service

1. Who we are and what these terms cover

5wire Networks Ltd is a company registered in England and Wales with company number 09105675. Our registered office is 86-90 Paul Street, London EC2A 4NE, United Kingdom, and our VAT number is GB193450304. We trade as Ottom.

These terms apply together with the Acceptable Use Policy, which is part of them, and, where we handle personal data for you, our Data Processing Agreement. Our Privacy Policy explains what we do with personal data as a controller. If you join our referral program, the Partner Terms apply to that as well.

You accept these terms by ticking the box that says so when you start a scan, sign in for the first time, accept an invitation, create a workspace, buy a report or start a plan, or open the Shopify app for the first time. We record which version you accepted and when.

2. Business use and your account

Ottom is for businesses. By accepting these terms you confirm that you are at least 18 and that you are using Ottom for a business, trade or profession, including as a freelancer or an agency. If you accept for a company, you confirm you may bind it, and "you" means that company. Because Ottom is sold to businesses only, the rights the law gives consumers, such as a cooling-off period, do not apply.

Keep your sign-in details to yourself and tell us straight away at [email protected] if you think someone else has used them. You are responsible for what happens under your account. Each person needs their own account: to give colleagues access, invite them to your workspace.

Give us an email address you read. We send notices about your account, your payments and changes to these terms to it, and a notice sent there counts as received.

3. What Ottom does

Ottom runs AI agents against an online store the way a shopping assistant would: finding products, reading them, comparing them and heading to checkout. It records what each agent saw and where it stopped, and turns that into a score, findings and suggested fixes. Paid plans repeat this on a schedule and tell you when something changes. What each plan includes is on the pricing page and in the plans documentation.

A free scan is one scan of one store. Scanning the same store again within 30 days returns the same report rather than a new scan.

The $9 report unlocks the full findings for one scan, with a 7 day window to fix what it found and one re-scan to check the fix.

4. Scanning stores, including stores you do not own

Our agents behave the same way whoever asked for the scan. They identify themselves in every request as "OttomAgent/1.0 (+https://ottom.io/agent)", follow the store's robots.txt when finding pages, stop at the checkout and never submit a payment. Unless the store owner has agreed more under a contract, they make no more than 3 full journeys to any one store a day, counted across all our customers. What they do is published on our agent page.

One-off scans. You may run a one-off scan, free or paid, of any store that is open to the public. The report is for your own use (see Reports below).

Monitoring. A plan that checks a store repeatedly may only be used on a store you own or operate, or one whose owner has given you permission. When you start a plan on a store you confirm that is true. We may ask you to show it, and we may pause monitoring of a store until you do.

Store owners can stop us. A store owner can ask us to stop visiting their store by writing to [email protected]. Once we have confirmed the request, no customer can scan or monitor that store, and a plan on it stops running. If you paid for a plan on a store that opts out and you do not own it, we will not refund the period already started.

If your contract lets us reach a password-protected storefront, such as a staging site, you confirm you are allowed to give us that password. We store it encrypted and use it only to scan that storefront.

5. Plans, trials and payment

Prices are on the pricing page and in your checkout. They are in US dollars and do not include tax; we add VAT or sales tax where the law requires it. A plan covers one storefront and is billed monthly in advance.

You pay by card through Stripe, or, if you installed our Shopify app, through Shopify's billing, in which case the charge appears on your Shopify invoice and Shopify's terms apply to the payment as well. A plan bought in the Shopify app is managed there, and a plan bought on our website is managed in your dashboard.

Some plans start with a free trial. We take a card at the start. A store can have one trial, ever. A trial includes 3 full agent journeys and the daily checks. If you do not cancel before the trial ends, the plan starts and the first month is charged.

Moving to a higher plan takes effect straight away and we charge the difference for the rest of the month. Moving to a lower plan takes effect at the end of the month you have paid for.

If a payment fails, Stripe tries again and we email you. If it still has not been paid after at least 7 days, monitoring pauses and reports lock. We do not delete anything, and paying restores access.

6. Refunds and cancelling

The $9 report. Ask for a refund from the report within 7 days of buying it and the refund is automatic: the money goes back and the report closes. After that, a person reads the request and decides.

Plans. You can cancel a plan at any time from your dashboard, or in Shopify for a plan billed there. It stops renewing, and you keep what you paid for until the end of that month. We do not refund part of a month, except where these terms say so or the law requires it. Charges made through Shopify are refunded through Shopify's own process.

Anything else, write to us at [email protected]. We may refund at our discretion, and doing so once does not oblige us to do it again.

7. Price changes

We will email you at least 30 days before a price rise applies to a plan you already have. It applies from your first billing month that starts after that notice, and you can cancel before then. A plan billed through Shopify changes price only once you approve the change in Shopify.

8. Workspaces, teams and agencies

A workspace lets a team or an agency share stores. Owners and admins can invite people, add stores, create API tokens and manage plans; followers can read reports and receive alerts. The workspace owner is responsible for who they let in and what those people do. Everyone who accepts an invitation accepts these terms for their own use of Ottom.

Adding a client's store to a workspace needs the store owner's approval, given from an email address on the store's own domain or by a DNS record. The owner can withdraw it at any time, and the store then leaves the workspace.

An agency that pays for a client's store is our customer for that store. The agency confirms that it has its client's authority to have the store scanned and monitored, passes on to its client anything we tell it that affects the client, and decides what happens to the client's data, with us acting as its processor under the Data Processing Agreement. We may still deal directly with the store owner about an opt-out, a complaint about our agents or a dispute over who owns the store.

9. Reports: a measurement, not a guarantee

A report records how our agents behaved on your store at the moment they ran. It is a measurement, not a guarantee. AI agents can misread a page, stores and the assistants shoppers use change constantly, and a score moves within a measured margin from one run to the next. A report does not promise how any particular assistant will treat your store, or that fixing a finding will increase your sales, and it is not legal, tax or professional advice.

You decide what to change on your store, and you are responsible for the changes you make. Test them before they go live.

Sharing. The findings about your own store are yours: share them with your developers, your agency or anyone else. You may state your own score publicly if you give the date it was measured and do not suggest Ottom endorses you. A report on a store you do not own or manage is for your private use. Do not publish it, or anything taken from it, or present it as Ottom's verdict on that store.

An agency may send a prospect a preview of a scan of the prospect's own store through a prospect link, within the Acceptable Use Policy.

10. Acceptable use

Use Ottom within the Acceptable Use Policy. In short: do not use it to attack or overload a store, to harass or pressure a store owner, to copy Ottom, or against a store selling illegal goods.

11. Your data

What you give us, and the reports about stores you own or manage, remain yours. You give us permission to store, copy and process them to run Ottom for you, and for the purposes in the next section.

Where we handle personal data on your behalf, such as the people you invite, the addresses you send reports and alerts to, and any personal data that appears on your own store's pages, we do so as your processor under our Data Processing Agreement, which forms part of these terms without needing a signature. Ask us for a copy at [email protected]. For everything else, our Privacy Policy applies.

You can download your data and delete your account from your account settings. What we keep afterwards, and for how long, is set out in the Privacy Policy.

12. Benchmarks and improving Ottom

We may use the results of scans, anonymised and combined with many others, to publish category benchmarks under the Creative Commons Attribution 4.0 licence, and to improve our agents, our scoring and our tests. A benchmark never names a store or shows figures from fewer stores than its published minimum. We do not use your data to train AI models made by anyone else.

13. Our software and feedback

Ottom, its agents, scoring, methodology, report design and brand belong to us. You may use them only as these terms allow, for as long as you have an account.

Our command line tool and GitHub Action are open source under the MIT licence, which governs that code. Your use of Ottom through them is governed by these terms.

If you send us ideas or suggestions, we may use them freely and owe you nothing for them.

14. Confidentiality

Each of us will keep the other's non-public information confidential, use it only for this contract, and share it only with people who need it for that and are bound to keep it confidential. This does not cover information that is public through no fault of the receiver, was already known to it, is developed independently, or must be disclosed by law, in which case the receiver will warn the other first where it lawfully can.

15. Availability and suspension

We work to keep Ottom running and to fix problems quickly, and we publish incidents on our status page. We do not promise that Ottom will be available at any particular time or without interruption. We may take it down for maintenance, and it depends on things we do not control, including the AI models we use and the stores themselves.

We may suspend your account, a plan or scanning of a particular store straight away if you break these terms or the Acceptable Use Policy, do not pay, or if continuing would expose us or anyone else to legal risk or harm a store we scan or the service. We will tell you why unless the law or the situation prevents it, and restore access once the problem is resolved.

16. Ending this contract

You can stop at any time: cancel your plans and delete your account from your account settings.

We can end the contract, or a plan, for any reason by giving you 30 days' notice. If we do, we refund the part of any prepaid fee that covers the time after it ends.

Either of us can end it straight away by notice if the other seriously breaks it and does not put that right within 14 days of being asked, or at once for a breach that cannot be put right, or if the other becomes insolvent. We can also end it straight away for serious or repeated breaches of the Acceptable Use Policy.

When the contract ends, your access stops. What we keep and for how long is in the Privacy Policy. The sections on sharing reports, confidentiality, indemnities, liability and the general terms continue to apply.

17. What we promise, and what we do not

We will provide Ottom with reasonable skill and care. Apart from that, and from what these terms say expressly, we make no other promises about Ottom, including that it will meet your particular needs or that reports will be free of errors, to the extent the law allows.

18. Indemnities

You will cover our losses and reasonable costs from a claim by someone else arising from your scanning or monitoring a store without the authority these terms require, or from your breach of the Acceptable Use Policy.

We will cover your losses and reasonable costs from a claim by someone else that your use of Ottom as these terms allow infringes their intellectual property rights in the United Kingdom. If that happens we may change Ottom so it no longer infringes, get you the right to keep using it, or end the affected plan and refund what you prepaid for time after it ends.

The one asking to be covered must tell the other promptly, let it handle the claim, and help reasonably at its cost. Both indemnities are subject to the limits in the next section.

19. Limits on liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, for your obligation to pay, or for anything else the law does not allow to be limited.

Subject to that, neither of us is liable to the other for loss of profit, revenue, sales, business, goodwill or anticipated savings, or for any indirect or consequential loss, however it arises.

Subject to the same, each party's total liability under or in connection with this contract, including under the Data Processing Agreement and the indemnities, is limited to the greater of the fees you paid us in the 12 months before the event that gave rise to the claim and US$100.

20. Enterprise contracts

An enterprise contract is made by an order form that we both sign. It sets the stores, fees, term, notice, support and any other terms agreed, and includes these terms and the Data Processing Agreement. Where the order form and these terms disagree, the order form wins. Traces on a contracted store are kept for 365 days unless it says otherwise.

21. Changes to these terms

We publish every version of these terms, with its date and what changed, on our legal page. A change that only corrects, clarifies or reflects a feature we added takes effect when we publish it.

For any other change we email the account owner at least 30 days before it takes effect. On a paid plan it applies from your first billing month that starts after that date, and you can cancel before then if you do not accept it. We will also ask you to accept the new version the next time you start a scan, buy something, accept an invitation or join the partner program.

22. General

• Whole agreement. These terms, with the documents they name and any order form, are the whole agreement between us about Ottom. Neither of us relies on anything not written in them.
• Order of precedence. If documents conflict: an order form, then the Data Processing Agreement for personal data, then these terms, then the Acceptable Use Policy.
• Transfer. You may not transfer this contract without our written agreement. We may transfer it to a company that takes over Ottom or to a company in our group, and will tell you if we do. We may use subcontractors and remain responsible for them.
• Events outside our control. Neither of us is liable for a delay or failure caused by something outside its reasonable control.
• Other people. Nobody other than you and us has rights under this contract.
• Invalid parts. If a court finds part of these terms invalid, the rest stands.
• Not enforcing. Not enforcing a right straight away does not waive it.
• Law. These terms are governed by the law of England and Wales, and the courts of England and Wales alone decide any dispute about them.

23. Contact

Write to [email protected], or by post to 5wire Networks Ltd, 86-90 Paul Street, London EC2A 4NE, United Kingdom. Legal notices to us must be sent to both.

Version history

• 22 September 2026 (in force): First published version.