Back to Trellis

Terms of service

Effective August 25, 2026

These terms are an agreement between you and Trellis Enterprises, LLC, a North Carolina company (“Trellis”, “we”, “us”). They apply when you use the Trellis service, the software we provide to independent shops for running their business, and this website. By creating an account or using the service you agree to these terms.

The service

Trellis provides software that helps a shop run its operations, including its online storefront, order taking, deliveries, printing, customer messages, and related tools. We may add, change, or retire features as the service develops. We will not remove a capability your shop depends on without telling you first.

Your account

You are responsible for the accuracy of the information you give us, for keeping your login credentials safe, and for what happens under your account. Tell us right away at info@trellisenterprises.com if you believe your account has been accessed without permission.

Fees

The service is billed as a monthly subscription, plus a platform fee of 1% of what you sell through Trellis. The 1% is on the value of the orders and signed proposals your shop records here, whatever way your customer pays: card, cash, check, bank transfer, or a card processor of your own. Where we process the payment we take it with the payment; otherwise it appears on your monthly invoice. You are never charged the 1% on money you did not make. If an order is cancelled or refunded, or a signed proposal falls through before the event, the 1% on it comes back to you: you confirm the cancellation and we refund the fee. If you did not make money on it, neither did we. That 1% is the only usage charge there is: we do not charge for extra people on your team, extra proposals, extra photos, tickets printed, or messages sent. We tell you before we change your price, and a price change never applies backwards. What we charge shops who sign up after you is not a change to your agreement. Taxes required by law are added where applicable. If a subscription goes unpaid, we may suspend the service after notice until the balance is settled.

Billing months open and close on Eastern Time (America/New_York) for every shop, wherever it is; your shop's own time zone governs your deliveries and hours, not your bill.

Your plan determines which parts of the service are included. What each plan includes, and its price, is stated during onboarding and whenever you change plans. Moving to a plan that does not include a feature ends your access to that feature.

Setup and onboarding fees pay for real work: migrating your data, configuring your storefront, printers, and phone numbers, and training. Once that work has begun, these fees are not refundable. If we decline to onboard you or fail to deliver the onboarding, they are refunded in full.

Discounts and offers

Discounts may be available to early customers. They are given or withdrawn at our sole discretion. Where one applies to you, what it includes and how long it lasts is stated when you sign up.

We can change or withdraw an offer at any time. Doing so never affects a shop that has already signed up under one: what you were offered when you signed is what you keep, for the period you were told, and we tell you before it changes.

Yearly subscriptions

A yearly subscription gives you fourteen months of service for the price of twelve. At least thirty days before your renewal date, you tell us whether to renew yearly or switch to month to month. If we do not hear from you, your subscription switches to month to month at the end of its yearly term. What happens if you end a yearly term early is described under Refunds below.

Refunds

Monthly subscriptions. We do not refund a month that has already been paid for, because you had the service that month. If Trellis is not right for you, cancelling is the remedy, and the section on cancelling below tells you how.

Yearly subscriptions. Ending a yearly term early takes the same thirty days’ notice by email as any other cancellation. A yearly term is sold at a discount, fourteen months of service for the price of twelve, and the discount is given for the commitment. If you end the term early, the discount does not survive it. We work it out plainly: the months you have used, including the notice period, are charged at our standard monthly rate, we keep an early termination fee equal to two months at that same rate, and everything left of what you paid is refunded to you. Once those two amounts together reach what you paid, there is nothing left to refund.

Setup and onboarding fees are not refunded once that work has begun, as described under Fees above.

A billing mistake is always put right, in full. If we charge you twice, charge you after you cancelled, or charge you for the wrong plan, tell us and we correct it. That is not a refund, it is an error being fixed, and we do not argue about it.

If we are the ones who end it. If we decline to renew your subscription or end it for our own convenience, we refund the unused part of what you have paid and charge no early termination fee. If we end it because these terms were broken, nothing is refunded.

How to ask. Email info@trellisenterprises.com and tell us what happened. We answer within five business days, and we tell you yes or no and the reason either way.

We may also offer a credit or a refund in a situation these terms do not cover. Doing that once does not oblige us to do it again.

Payments

Card payments from your customers are processed through Stripe on your shop’s own account. Your shop is the merchant of record for its sales. Trellis does not hold your customers’ funds and is not a bank or a money transmitter. All charges, refunds, partial refunds, and chargebacks on your shop’s sales are your responsibility.

For these services to work as designed, your shop’s Stripe account must be set up before your store goes live. If you need a card reader, you can order one through Stripe and we will add it to your account. The point of sale works on iPad and in web browsers; we recommend Chrome.

The platform fee. Trellis charges a platform fee of one percent of your shop’s sales made through the service. On card and bank payments processed through Stripe it is collected automatically as part of the payment. On sales you take by other means, cash, check, or another processor, it is added to your monthly invoice, computed from the sales recorded in the service. The fee follows the money: on a payment refunded through Stripe it is returned automatically in the same proportion; on other sales, a refund recorded before the fee is billed reduces it, and a fee already billed on a sale later refunded is credited on a following invoice.

Passing processing costs to your buyer. You may choose, separately for proposals and for your shop, to add the processing cost to what the buyer pays. When you do, the amount added is capped at the actual cost of that payment and at the card networks’ surcharge limit, it is shown to the buyer before they pay, and it applies to credit cards and bank transfers only; debit cards carry no added fee. Some states restrict passing card fees to buyers. Checking and complying with the law where you sell is your responsibility.

Recording sales honestly. The platform fee is part of the price of the service. Concealing sales from the service, or routing them around it, to avoid the fee is a material breach of these terms. We may end your subscription for it, and nothing is refunded on a termination for breach.

Your data

Your shop’s data belongs to your shop. That includes your customer list, orders, products, and photos. We use it only to provide the service. You can request a full export of your data at any time, and we will provide it in a common machine-readable format. We do not sell your data or your customers’ data. Our privacy practices are described in the privacy policy.

Our right to decline service

Trellis onboards shops selectively. We may decline to provide the service to any prospective customer, and may decline to renew an existing subscription at the end of its term, for any lawful reason and at our sole discretion. If we ever end a subscription this way, the data export rights described in these terms still apply in full.

Acceptable use

You agree not to use the service for anything unlawful, to send spam, to interfere with the service or other shops on it, or to attempt to access data that is not yours. We can suspend accounts that put other customers or the service at risk, and we will contact you if that ever becomes necessary.

Cancelling

You can cancel at any time by emailing us. There is one rule and it fits in a sentence: you are billed for the month you give notice in, and for the month after it, and your service ends on the last day of that second month. Nothing is billed after that. This always gives you at least thirty days, and there is never a part month to work out.

Three examples, all of them the same rule:

Any day of September gives the same answer, and the same is true of any other month. If you are on a yearly term, this notice is the same, and what happens to the money you have already paid is under Refunds above.

After your end date you have thirty days in which we will export your data for you, before it is scheduled for deletion.

Our property and yours

Trellis owns the software, this website, and the Trellis name and marks. Your shop owns its own name, brand, content, and data. Neither of us gets rights to the other’s property beyond what is needed to provide and use the service.

Marketing reference

You allow us to use your shop’s name and logo to identify you as a Trellis customer, for example in a customer list or case story. We will always present your shop respectfully, and you can withdraw this permission at any time by emailing us.

Responsibility for your business

Your shop is responsible for its own business: the products you sell, the content and photos you upload, your prices, your taxes, and your compliance with the laws that apply to you. You agree to indemnify Trellis against third-party claims that arise from your products, your content, your sales, or your violation of law. We run the software; you run the shop.

Third-party services

Parts of the service depend on third parties, such as payment processing, card networks, telephone carriers, and delivery mapping. We choose these providers carefully and monitor them, but we are not responsible for their outages or failures.

Service availability

We work hard to keep the service reliable, and monitoring it is part of what the service does. Even so, no software is available one hundred percent of the time, and the service is provided as is, without warranties of any kind to the extent the law allows.

Limitation of liability

To the extent permitted by law, our total liability for any claim related to the service is limited to one month of your subscription fee, measured at the rate in effect when the claim arose. We are not liable for indirect or consequential damages, such as lost profits.

Governing law and disputes

These terms are governed by the laws of North Carolina.

Any dispute arising out of or relating to these terms or the service will be resolved by final and binding arbitration, not in court, administered by the American Arbitration Association under its Commercial Arbitration Rules. The arbitration takes place in Raleigh, North Carolina, before a single arbitrator, and each dispute is arbitrated individually. Class actions are not permitted: you and Trellis each waive the right to bring or participate in any class, collective, or representative action against the other, in arbitration or in court, and the arbitrator may not consolidate claims or preside over any form of class proceeding. Judgment on the award may be entered in any court with jurisdiction. Either party may still bring a qualifying claim in small claims court or seek emergency relief from a court to protect its intellectual property or data.

The prevailing party in any dispute is entitled to recover its reasonable attorneys’ fees, arbitration fees, and costs from the other party.

Housekeeping

If any part of these terms is found unenforceable, the rest remains in effect. Not enforcing a term today does not waive it for tomorrow. We may assign these terms as part of a merger, acquisition, or sale of the business; you may not assign your account without our consent. Neither party is liable for delays caused by events beyond its reasonable control. Formal notices may be sent by email, ours to the address on your account, yours to info@trellisenterprises.com. These terms, together with the privacy policy and your onboarding order form, are the entire agreement between us.

Changes to these terms

If we change these terms, we will post the new version here and update the date above. Where a change affects you, we will also tell you directly before it takes effect. A change that applies only to shops who join after you, such as our current prices or what we charge to set a new shop up, is not a change to your agreement and needs no notice to you.

Contact

Questions about these terms: info@trellisenterprises.com