Terms of Service

Effective date: August 12, 2026

These Terms of Service ("Terms") form a binding agreement between you ("you", "Customer", or "Merchant") and Nevin Puri Ventures, LLC ("Linen", "we", "us", "our"), governing the done-for-you email marketing services we provide, together with our website and any related tools (collectively, the "Service").

PLEASE READ CAREFULLY. SECTION 14 CONTAINS A BINDING ARBITRATION CLAUSE AND CLASS ACTION WAIVER THAT AFFECT YOUR LEGAL RIGHTS.

By purchasing, accessing, or using the Service, or by granting us access to your Klaviyo account, you agree to these Terms. If you do not agree, do not use the Service.

1. What the Service Is

Linen is a done-for-you service, not a self-serve software subscription. We plan, write, design, and build email marketing assets on your behalf and deliver them into your own Klaviyo account.

A standard engagement includes:

• A signup form or popup, styled to your brand.
• Automated flows, which typically include welcome, abandoned cart, and post-purchase sequences.
• An ongoing monthly campaign calendar, typically 8 to 12 campaign emails per month.
• Maintenance of the above while your subscription is active.

Exact scope, volume, and cadence are set out at the point of sale and may reasonably vary month to month based on your catalogue, calendar, and business. We use software, automation, and generative AI extensively in producing this work.

2. Eligibility

You must be at least 18 and able to form a binding contract. You must be authorised to act on behalf of the business whose store and email account we will be working in. If you accept these Terms for a company, you represent that you have authority to bind it.

3. Access to Your Accounts

3.1 What you grant

To perform the Service, you will grant us access to your Klaviyo account, and may grant access to your store platform, domain DNS, or other systems as needed. You are responsible for granting access at an appropriate permission level and for revoking it when the engagement ends.

3.2 How we use it

We will use that access solely to perform the Service. We will not use your accounts for our own purposes, sell any data we access, or send to your subscribers outside the scope of the work you have approved.

3.3 Draft-first

Unless you instruct us otherwise in writing, we build and deliver work in draft or unpublished state, and you review and approve it before anything is scheduled or sent. You may instead authorise us in writing to publish and send on your behalf without per-item approval, in which case Section 5 applies with equal force.

3.4 Your credentials

You are responsible for the security of your own accounts, including keeping your passwords and API keys secure and enabling multi-factor authentication where available.

4. Fees, Billing, and Cancellation

4.1 Fees

Fees are as quoted at the point of sale and are billed monthly in advance. There is no minimum term.

4.2 Payment

You authorise us and our payment processor to charge your payment method on each renewal date until you cancel. If a payment fails, we may suspend the Service until it is resolved.

4.3 Price changes

We may change our prices. Any change takes effect from your next billing period, and we will give you at least 30 days' notice by email. Continuing after the change takes effect means you accept the new price.

4.4 Cancellation

You may cancel at any time by emailing hello@linen.so or via your billing portal. Cancellation takes effect at the end of your current billing period. We do not pro-rate partial months.

4.5 Refunds

Refunds are governed by our Refund Policy, which is incorporated into these Terms by reference. Except as set out there, fees are non-refundable.

4.6 Taxes

Fees exclude taxes. You are responsible for any sales, use, VAT, GST, or similar taxes, other than taxes on our income.

4.7 Third-party costs

You are responsible for your own Klaviyo subscription, store platform fees, domains, and any advertising spend. These are not included in our fees and we do not control their pricing.

5. Your Responsibilities for What Gets Sent

This section matters. Email marketing is regulated, and the sender of record is you.

5.1 Your list, your consent

You represent and warrant that every contact in your email list has given consent adequate under all laws applicable to them, including CAN-SPAM, CASL, GDPR, ePrivacy, and any state or national equivalents. You will not ask us to send to purchased, scraped, rented, or otherwise non-consented lists, and we may refuse or stop work if we believe a list is not compliant.

5.2 You are the sender

You are the sender of record for all email produced under this engagement. You are responsible for ensuring that what goes out complies with applicable law, including accurate sender identification, a valid physical postal address, functioning unsubscribe handling, and honouring opt-outs promptly.

5.3 Approval is your decision

Where you approve work before it sends, that approval is your confirmation that the content is accurate and acceptable for your business. We draft in good faith from your website, catalogue, and instructions, but we cannot independently verify your claims, prices, stock, discounts, shipping promises, or regulatory position.

5.4 Claims and regulated categories

You are responsible for the accuracy and legality of any product claim, health claim, pricing claim, guarantee, or promotional term in your emails. If you sell in a regulated category, including supplements, health, alcohol, CBD, financial products, or anything with category-specific advertising rules, you are responsible for ensuring the content meets those rules, and you should have it reviewed before it sends.

5.5 Your materials

You represent that you own or have licence to all brand assets, imagery, product photography, copy, and trademarks you provide to us or publish on your site for us to draw from, and that our use of them to produce your emails does not infringe anyone's rights.

6. Acceptable Use

You will not use the Service to send unlawful, deceptive, harassing, defamatory, or infringing content; to send to non-consented recipients; to impersonate any person or business; to distribute malware or phishing; or in a way that could damage our reputation with Klaviyo, email providers, or payment processors.

We may suspend or terminate immediately for a breach of this section.

7. Ownership of Deliverables

7.1 Your work is yours

Once produced and delivered, the email templates, flows, campaign copy, and signup forms we create for you are yours. They are built inside your own Klaviyo account and remain there after the engagement ends. You may use, edit, and keep them without ongoing payment to us.

7.2 Our materials

We retain ownership of our own underlying systems, software, prompts, models, processes, frameworks, and any general know-how, including anything we develop or improve while performing the Service. Nothing here transfers those to you.

7.3 Portfolio use

We may reference the fact that you are a customer and show non-confidential examples of work we produced for you in our own marketing, including screenshots of emails that have been publicly sent. If you would rather we did not, email us and we will stop.

7.4 Feedback

If you send us suggestions or feedback, we may use them freely and without obligation to you.

8. AI-Generated Content

You acknowledge that we use generative AI extensively to produce copy, layouts, and imagery. AI output can contain errors, inaccuracies, or unintended similarity to existing material. Your review and approval process under Section 5.3 exists precisely to catch this. We do not warrant that AI-assisted output is free from error or that it is original in every respect.

9. Privacy and Data

Our handling of personal data is described in our Privacy Policy, incorporated by reference.

In respect of your subscribers' personal data, you are the controller and we act as a processor on your instructions. We will process that data only to perform the Service, will not sell it, and will delete or return it on request following termination, subject to any legal retention obligation.

10. Termination

10.1 By you

Cancel any time under Section 4.4.

10.2 By us

We may suspend or terminate the Service immediately if you breach these Terms, if payment fails and is not resolved, if your use creates legal or reputational risk for us, or if we reasonably believe your list or content is non-compliant. We may also terminate for convenience on 30 days' notice, refunding any fees paid for service not yet delivered.

10.3 On termination

Our work stops. Your access to us ends. Delivered work remains in your Klaviyo account under Section 7.1. You should revoke our access to your accounts. Sections 5, 7, 8, 11, 12, 13, 14, and 15 survive.

11. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE". TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

We do not warrant that the Service will be uninterrupted or error-free, that any email will reach any inbox, that any particular deliverability, open rate, click rate, conversion rate, revenue, or return on investment will be achieved, or that third-party platforms including Klaviyo and your store platform will remain available or unchanged.

Except for the specific remedy in our Refund Policy, we make no performance guarantee of any kind.

12. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY IS LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST REVENUE, LOST DATA, LOST GOODWILL, OR BUSINESS INTERRUPTION, EVEN IF ADVISED OF THE POSSIBILITY.

OUR TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THE SERVICE OR THESE TERMS WILL NOT EXCEED THE GREATER OF (A) THE TOTAL FEES YOU PAID US IN THE THREE MONTHS IMMEDIATELY BEFORE THE EVENT GIVING RISE TO THE CLAIM, OR (B) ONE HUNDRED US DOLLARS.

These limits apply to all claims, whether in contract, tort, negligence, strict liability, or otherwise, and are a fundamental basis of the bargain between us. Some jurisdictions do not allow certain exclusions, so parts of this section may not apply to you.

13. Indemnification

You will defend, indemnify, and hold harmless Linen and its owners, officers, contractors, and agents from any claim, demand, loss, liability, penalty, or expense, including reasonable legal fees, arising out of or relating to:

• Your email list, including any claim that a recipient did not consent.
• The content of emails sent under your account, including any claim that a product, health, pricing, or promotional statement was false, misleading, or unlawful.
• Any regulatory action or complaint concerning email you sent, including under CAN-SPAM, CASL, GDPR, TCPA, or state privacy or consumer protection law.
• Your products, services, fulfilment, refunds, or customer service.
• Your breach of these Terms or of any law.
• Any claim that materials you supplied to us infringe a third party's rights.

We will notify you of any such claim and you will control the defence, provided you may not settle in a way that imposes obligation or admission on us without our written consent.

14. Dispute Resolution — Binding Arbitration and Class Action Waiver

14.1 Informal resolution first

Before filing anything, you agree to contact us at hello@linen.so and give us 30 days to resolve the dispute informally. Most things are fixable this way.

14.2 Binding arbitration

If we cannot resolve it, any dispute arising out of or relating to these Terms or the Service will be settled by binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, before a single arbitrator, conducted in English. Judgment on the award may be entered in any court of competent jurisdiction.

14.3 Class action waiver

YOU AND LINEN EACH WAIVE THE RIGHT TO A JURY TRIAL AND THE RIGHT TO BRING OR PARTICIPATE IN ANY CLASS, COLLECTIVE, OR REPRESENTATIVE ACTION. The arbitrator may not consolidate more than one person's claims or preside over any form of representative proceeding.

14.4 Exceptions

Either party may bring an individual claim in small claims court, and either party may seek injunctive relief in court to protect intellectual property or confidential information.

14.5 Opt out

You may opt out of this Section 14 by emailing hello@linen.so within 30 days of first accepting these Terms, stating your name and that you are opting out of arbitration. Opting out does not affect the rest of these Terms.

15. General

15.1 Governing law

These Terms are governed by the laws of the State of Delaware, without regard to conflict of laws principles.

15.2 Changes

We may update these Terms. Material changes will be posted here with a new effective date, and where practical we will email you. Continuing to use the Service after changes take effect means you accept them.

15.3 Entire agreement

These Terms, together with the Privacy Policy and Refund Policy, are the entire agreement between us and supersede any prior discussions, proposals, or marketing statements.

15.4 Severability and waiver

If any provision is held unenforceable, the rest remains in effect. Our failure to enforce a provision is not a waiver of it.

15.5 Assignment

You may not assign these Terms without our written consent. We may assign them in connection with a merger, acquisition, or sale of assets.

15.6 Independent contractor

We are an independent contractor. Nothing here creates a partnership, joint venture, agency, or employment relationship.

15.7 Force majeure

Neither party is liable for delay or failure caused by events beyond its reasonable control, including outages or policy changes at Klaviyo, your store platform, email providers, or other third parties.

16. Contact

Nevin Puri Ventures, LLC hello@linen.so