Last updated 23 October 2026. These terms are an agreement between you and Mastering Scale Ltd for your use of Monitor, including the Monitor app for Shopify. By creating an account or installing the app, you agree to them.
1. Who we are
Mastering Scale Ltd, 3rd Floor, 86-90 Paul Street, London EC2A 4NE, United Kingdom ("we", "us"). Contact: tom@masteringscale.com.
2. The service
Monitor checks your website and related public information (speed, uptime, search, email setup, AI search answers and published content) and, if you connect Shopify, reads your orders to show which channels bring in your sales. It sends you alerts, a weekly email, and instructions for fixing what it finds.
Monitor reports what it can see. Third-party results (such as search rankings and AI answers) change often and are outside our control, so apart from the Monitor guarantee in section 6, we cannot promise any particular outcome from acting on them.
3. Your account
You must be at least 18 and using Monitor for a business.
Only connect websites and stores you own or are authorised to manage.
Keep access to your email account secure, since that is how you sign in.
4. Fair use
Do not use Monitor to break the law, to overload or attack any website, or to resell or copy the service. We may suspend an account that does, and will tell you why.
5. Plans and payment
Monitor is a paid subscription at the price shown when you sign up, billed in advance through our payment provider, Stripe. Prices may include VAT where it applies.
Installing the Monitor app for Shopify is free. Using it needs a Monitor subscription.
You can cancel at any time from Settings in Monitor. Your plan then runs to the end of the period you have paid for and is not renewed. Payments already made are not refunded, unless the law says otherwise.
If we change the price, we will email you at least 30 days before it applies to you.
6. The Monitor guarantee
Follow Monitor's fixes and your website will be clear of urgent issues within 3 months. Keep up your daily moves and AI assistants will recommend you more often within 6 months. If either doesn't happen, your next 3 months are free.
Who it is for. Customers on the Growth plan, from the day the plan starts, for as long as they keep paying for Growth. It covers the first website on the account. Each part can be claimed once. If you cancel or change plan, the guarantee ends.
The website part, judged on day 90. It is met if no urgent ("Fix now") website issue has been open in Monitor for more than 7 days. Website issues are speed, key pages, uptime, Google, AI readiness, tracking and email setup (MX, SPF, DKIM and DMARC). If one has been open longer, your next 3 months are free, as long as you, your developer or your AI assistant started the fix for each such issue within 14 days of Monitor flagging it. Opening the issue's fix brief in Monitor, or through the Monitor connector, counts as starting.
The AI part, judged on day 182. It is met if, on your locked buying questions, AI assistants name you at least 5 percentage points more often, or you appear in at least 3 more questions (meaning at least 2 of the 4 assistants Monitor asks name you). The start is the average of your first 4 AI checks after your plan starts, and the end is the average of your last 4 before day 182. Your buying questions are locked 14 days after the start, and at least 25 are needed. Questions added later are tracked as normal but do not count towards the guarantee.
The work. The AI part applies only if you do at least 240 actions over the 6 months, with at least 30 in each 30-day month. A daily move you mark as done counts 1, a Win this question step counts 1, and a website fix counts 1 (3 for an urgent one) once Monitor confirms it: the issue was open for at least a day, then stayed green for 3 checks in a row.
The free months. If a part is not met and its conditions are, we take 100% off your next 3 monthly Growth payments. Any discount you already have carries on afterwards. The guarantee is free months, not a cash refund.
How it is decided. Monitor's own results decide, and you can follow them at any time on your Guarantee page. Your website must stay open to the AI assistants Monitor checks for. Actions must be real: we may ask to see outreach you marked as sent, and if an action did not happen, it does not count.
7. Your data and our role
You own your data. For your account details we are the data controller, as set out in our privacy notice. For data from your Shopify store, we act as your data processor, and you remain the controller. As your processor we:
only process store data to provide Monitor to you, and on your instructions as set out in these terms
only read the order data Monitor needs (order number, date, total, currency and where the visit came from) and do not store customer names, email addresses, phone numbers, addresses or payment details
make sure anyone who processes the data for us is bound to keep it confidential
keep it secure, encrypted in transit and at rest, with access tokens additionally encrypted
only use the sub-processors listed in our privacy notice, and tell you before adding new ones
help you respond to requests from your customers about their data, and tell you without undue delay if we become aware of a breach affecting your data
delete your store data when you disconnect Shopify or remove the app, and delete order data older than 13 months automatically
give you the information you reasonably need to show you meet your data protection obligations
Where store data is transferred outside the UK, it is protected by appropriate safeguards such as the UK International Data Transfer Addendum or standard contractual clauses.
8. Availability and changes
We work to keep Monitor running and accurate, but it is provided as it is, and there may be interruptions. We may improve or change features. If we remove something important from your plan, we will tell you first and you can cancel.
9. Liability
Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud. Otherwise, we are not liable for indirect losses or for lost profits, revenue or data, and our total liability in any 12 months is limited to the amount you paid us in that period.
10. Ending the agreement
You can stop at any time by cancelling and removing the Shopify app. We may end the agreement with 30 days' notice, or straight away if you seriously break these terms. When it ends, we delete your data as described in our privacy notice.
11. Changes to these terms
We will update the date above when these terms change, and email you about significant changes before they apply.
12. Law
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.