Usage Guidelines Policy

v2.0
Effective as of: 07/03/2026

This Usage Guidelines Policy (the "Policy") forms part of the Agreement between Dovetailed Technology Ltd ("Dovetech") and the applicable customer, merchant, or other authorised user (the "Customer").

This Policy applies to all Covered Services unless Dovetech expressly states otherwise in an applicable Ordering Document, service schedule, app listing, plan page, or other service-specific terms.

This Policy is intended to support the secure, fair, and efficient operation of Dovetech's services. By accessing or using a Covered Service, the Customer agrees to comply with this Policy.

1. Scope

1.1 This Policy applies to all use of Dovetech's Covered Services, including direct-billed services, platform-billed app services, APIs, integrations, synchronisation services, hosted services, and related components.

1.2 Service-specific limits, plan entitlements, and commercial rules may be set out in an Ordering Document, Service Schedule, app listing, pricing page, plan page, Documentation, or other service-specific materials.

1.3 If there is any conflict between this Policy and a service-specific Ordering Document or Service Schedule, the service-specific document prevails for the relevant Covered Service.

2. Usage Limits and Plan Entitlements

2.1 Covered Services may be subject to usage limits, including limits based on seats, users, projects, stores, environments, API calls, service units, credits, transaction volume, synchronisation runs, catalogue size, records processed, storage, or other technical or commercial metrics.

2.2 The applicable limits for a Covered Service are those specified in the relevant Ordering Document, Service Schedule, app listing, plan page, pricing page, or Documentation.

2.3 The Customer must not exceed the usage limits applicable to its plan or subscription unless the relevant Covered Service expressly permits overages or the Customer upgrades, expands, or otherwise changes its plan.

2.4 If a Covered Service includes usage-based billing, metered use, service units, or credits, Dovetech may measure usage using its own systems and records, which will be used for billing and operational purposes unless manifestly incorrect.

2.5 Unless expressly stated otherwise, unused service units, credits, or similar usage entitlements: a. do not roll over to a later billing or service period;
b. are non-transferable; and
c. are non-refundable.

3. Fair and Lawful Use

3.1 The Customer must use Covered Services only for lawful business purposes and in accordance with the Agreement.

3.2 The Customer must not use a Covered Service in a way that: a. interferes with, degrades, or disrupts the service or related infrastructure;
b. creates excessive, abusive, or unreasonable load beyond the intended use of the service;
c. circumvents plan limits, billing controls, authentication controls, or technical restrictions;
d. compromises security, integrity, or availability;
e. introduces malicious code, harmful scripts, or unauthorised automation;
f. infringes third-party rights; or
g. violates applicable law or binding platform requirements.

3.3 The Customer must ensure that its users, agents, contractors, integrations, and connected systems also comply with this Policy.

4. Data, Configuration, and Operational Responsibility

4.1 The Customer is responsible for the accuracy, completeness, legality, and suitability of all data, content, mappings, configurations, credentials, and instructions supplied to or through a Covered Service.

4.2 The Customer must maintain appropriate backups, validation procedures, and internal controls for its own systems and data unless Dovetech expressly agrees otherwise in writing.

4.3 Where a Covered Service depends on third-party platforms, source systems, destination systems, or external APIs, the Customer is responsible for maintaining the necessary subscriptions, permissions, credentials, and access rights for those systems.

4.4 The Customer must promptly notify Dovetech of suspected misuse, unauthorised access, data inconsistencies, credential failures, or operational issues affecting a Covered Service.

5. Billing, Payment, and Platform Billing

5.1 The billing model for each Covered Service is determined by the applicable Ordering Document, app listing, plan page, pricing configuration, or platform billing flow.

5.2 For Direct-Billed Services, the Customer must maintain accurate billing information, pay invoices when due, and comply with the payment terms set out in the Agreement.

5.3 For Platform-Billed App Services, billing, renewals, free trials, usage charges, plan changes, cancellations, credits, and refunds are governed by the applicable third-party platform's billing systems and rules, together with the Agreement.

5.4 If the Customer's payment method fails, billing account is restricted, platform subscription lapses, or required charges are not approved, Dovetech may suspend or limit access to the relevant Covered Service.

5.5 Unless expressly stated otherwise, restoration of access following a billing issue may require one or more of the following: a. payment of outstanding amounts;
b. approval of platform charges;
c. update of billing details;
d. upgrade or plan change; or
e. other remedial action reasonably required by Dovetech or the applicable platform.

6. Suspension for Overuse, Misuse, or Operational Risk

6.1 Dovetech may suspend, throttle, limit, queue, defer, or restrict access to a Covered Service where reasonably necessary to: a. enforce plan limits or prevent unauthorised overuse;
b. protect security, integrity, or availability;
c. prevent fraud, abuse, or unlawful conduct;
d. respond to operational instability or technical risk;
e. comply with law, regulation, court order, or platform requirements; or
f. address non-payment or unapproved charges.

6.2 Where reasonably practicable, Dovetech will give notice before taking action under Section 6.1. In urgent cases, notice may be given afterwards.

6.3 Dovetech is not liable for any loss arising from a suspension or restriction that is reasonably imposed under this Policy or the Agreement.

7. Restoration of Service

7.1 Where a Covered Service has been suspended or restricted due to overuse, plan limits, billing issues, security concerns, or misuse, Dovetech may restore access once the relevant issue has been resolved to Dovetech's reasonable satisfaction.

7.2 Depending on the circumstances, restoration may require: a. reduction of usage;
b. purchase of additional capacity, units, or credits where available;
c. subscription upgrade;
d. payment of outstanding fees;
e. reauthorisation of permissions or billing approvals;
f. remediation of unsafe configurations; or
g. confirmation that misuse has ceased.

7.3 Dovetech is not obliged to restore access where the Customer remains in breach of the Agreement or where restoration would create legal, security, operational, or platform-compliance risk.

8. Monitoring and Enforcement

8.1 Dovetech may monitor usage, capacity consumption, service health, and operational behaviour for the purposes of: a. service delivery;
b. security;
c. abuse prevention;
d. billing;
e. capacity planning; and
f. enforcement of the Agreement.

8.2 Dovetech may rely on its internal logs, metering systems, operational records, and billing records when determining compliance with plan limits, usage entitlements, and this Policy.

9. Service-Specific Rules

9.1 Certain Covered Services may have additional operational rules, usage limits, fair-use thresholds, or implementation requirements set out in Documentation, app-specific terms, Service Schedules, or Ordering Documents.

9.2 By way of example only, service-specific rules may address: a. project limits;
b. catalogue or record limits;
c. API rate limits;
d. synchronisation frequency;
e. seat or user limits;
f. storage thresholds;
g. environment limits; or
h. supported integration patterns.

9.3 If a Covered Service includes a default limit and the Customer needs additional capacity, the Customer should contact Dovetech or use the relevant self-service upgrade path where available.

10. Changes to this Policy

10.1 Dovetech may update this Policy from time to time to reflect changes in services, infrastructure, security requirements, operational practices, billing models, or legal requirements.

10.2 Updated versions of this Policy will apply in accordance with the Agreement.

11. Contact

Questions about this Policy or requests relating to usage limits, billing-related access restrictions, or service restoration may be sent to:

support@dovetech.com