Terms of Service

These terms apply when a brand creates an account and uses the returns platform, including the Return Portal, Exchange First, Pickup Desk, Quality Check, Refund Desk, the AI Return Reason Analyst and Returns Reports.

1. Accounts

The person who signs up confirms they are authorised to act for the brand. The brand is responsible for the people it invites, the roles it gives them and keeping login details safe.

2. The brand's return policy

The brand sets its own return windows, reasons, exchange offers and refund rules in the platform. The brand is responsible for making sure those rules follow consumer protection law where it sells, including the shopper's right to a refund where the law gives one. The platform always lets the brand show a refund option and is designed so exchanges are offered, not forced.

3. Couriers and payments

Reverse pickups are carried out by courier companies under the brand's own contracts or aggregator accounts. Refunds are paid from the brand's payment gateway or payout account through licensed payment partners. We send instructions to these partners and record the results, but we do not carry parcels or hold shopper money. Delays or failures by a courier or payment partner are governed by the brand's agreement with that partner.

4. AI features

The AI Return Reason Analyst produces suggestions and pattern flags. These are aids for the brand's team and may not always be correct. The brand decides whether to act on a suggestion, and any action affecting a shopper must be taken by a person.

5. Fees

Fees are charged per processed return under the plan the brand selects, with any plan minimum shown on the pricing page. A processed return is an approved request resolved by an exchange, store credit or refund. Fees are billed monthly in advance for minimums and in arrears for usage, and exclude taxes. Courier and payment gateway charges are paid by the brand directly to those partners.

6. Free trial

The free trial runs for 30 days and covers up to 1,000 processed returns. At the end of the trial the brand can choose a plan. If no plan is chosen, the account is paused and data is kept for 30 days before deletion.

7. Acceptable use

The platform must be used in line with the Acceptable Use Policy. Accounts that break it may be suspended.

8. Data

The brand owns its store, order and return data. We process it to provide the service as described in the Privacy Policy. The brand can export its data at any time while the account is active.

9. Availability and support

We aim to keep the platform available at all times, apart from planned maintenance announced in advance. Support levels depend on the plan.

10. Liability

To the extent the law allows, our total liability for any claim in a 12 month period is limited to the fees the brand paid in that period. We are not liable for indirect losses, or for losses caused by couriers, payment partners, store platforms or the brand's own rules.

11. Ending the agreement

A brand can close its account at any time from the dashboard. Plan fees already billed are handled under the Refund Policy. We may end the agreement for serious or repeated breach of these terms, with notice where possible.

12. Governing law

These terms are governed by the laws of India, and the courts at Mumbai have jurisdiction over any dispute.