Terms of Service

Welcome to Shipmah (“Platform”), a logistics management software-as-a-service (“SaaS”) platform operated by Reliable Technologies (“Company”, “we”, “us”, “our”), a sole proprietorship registered in Pune, Maharashtra, India.

These Terms of Service (“Terms”) constitute a legally binding agreement between you and Reliable Technologies. By accessing, registering for, or using Shipmah in any manner, you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and any supplemental terms or policies referenced herein.

If you are entering into these Terms on behalf of a company, partnership, LLP, or other legal entity, you represent and warrant that you have the authority to bind that entity to these Terms. In such cases, “you” and “your” refer to that entity.

If you do not agree to these Terms, you must not access or use the Platform. Continued use of Shipmah after any modification to these Terms constitutes your acceptance of such modifications.

For the purposes of these Terms, the following definitions apply:

• “Platform” means the Shipmah web application accessible at shipmah.in, app.shipmah.in, and all associated subdomains, APIs, mobile interfaces, and services.
• “Organization” means a registered business entity (courier franchise, 3PL operator, logistics company, or similar) that creates an account on the Platform.
• “Owner” means the individual who registers the Organization account. The Owner has full administrative control and cannot be removed from the Organization.
• “Admin” means a user granted administrative privileges within an Organization by the Owner, with equivalent access except that an Admin can be removed.
• “Staff” means a user invited by the Owner or Admin to perform specific functions within a single Branch, subject to permission-based access controls.
• “User” means any individual who accesses or uses the Platform, including Owners, Admins, and Staff members collectively.
• “Branch” means a physical or operational location within an Organization, each with its own GST registration, address, docket stock allocation, and configuration.
• “Carrier” means a third-party courier or logistics service provider (such as DTDC, Delhivery, Blue Dart, Ecom Express, or any other integrated carrier) whose services are accessible through the Platform.
• “Wallet” means the prepaid credit account maintained by the Organization on the Platform, used to pay for Carrier bookings and Platform services.
• “Shipment” means a package, parcel, consignment, or freight item booked through the Platform for transportation by a Carrier.
• “KYC” means Know Your Customer verification, including submission of identity and business documents as required by Indian law and Platform policies.
• “Services” means all features, tools, APIs, integrations, and functionalities provided by the Platform to Organizations and their Users.
• “Content” means all text, data, images, documents, labels, reports, and other materials generated by, uploaded to, or displayed on the Platform.
• “Data Principal” means the individual to whom personal data relates, as defined under the Digital Personal Data Protection Act, 2023.
• “Data Fiduciary” means the Company, in its capacity as the entity that determines the purpose and means of processing personal data under the Digital Personal Data Protection Act, 2023.

3.1 Age Requirement. You must be at least eighteen (18) years of age to access or use the Platform. By registering an account, you represent and warrant that you meet this minimum age requirement. The Company reserves the right to request proof of age and to terminate accounts found to be registered by individuals under 18 years of age.

3.2 Business Capacity. These Terms govern a business-to-business relationship. By accepting these Terms, you confirm that you are acting in a business or professional capacity and not as a consumer. You represent that you are using the Platform for the purposes of your trade, business, or profession.

3.3 Authority to Bind. If you are accepting these Terms on behalf of an Organization, you represent and warrant that you have the legal authority to bind that Organization to these Terms and that the Organization is duly registered and in good standing under applicable Indian law.

4.1 Registration Requirements. To use the Platform, you must register an Organization account by providing accurate and complete business information. You represent and warrant that all information provided during registration is truthful, current, and complete.

4.2 KYC Documentation. You must submit the following documents during or shortly after registration, as applicable:

• Valid PAN card of the business or proprietor
• GST registration certificate (if applicable)
• Business address proof
• Any additional documents required by the Company or by Indian regulatory authorities

4.3 Verification Process. The Company reserves the right to verify all submitted documents and may reject or suspend any account where documents are found to be incomplete, inaccurate, expired, or suspected of being fraudulent. Verification status is displayed in your account dashboard.

4.4 Fraudulent Documents. Submitting forged, fabricated, or fraudulent KYC documents is a criminal offense under the Indian Penal Code (Sections 463-471) and the Information Technology Act, 2000. Such submission will result in immediate and permanent account termination and reporting to appropriate law enforcement authorities. The Company reserves the right to withhold and set off remaining Wallet balance against damages, penalties, and costs arising from the fraudulent submission, and to forfeit any remaining balance after such set-off if warranted by the circumstances.

4.5 Single Entity Per Account. Each Organization account corresponds to one legal entity. You may not create multiple Organization accounts for the same PAN or GST number without prior written consent from the Company. Duplicate accounts may be merged or terminated at the Company's discretion.

4.6 Account Security. You are solely responsible for maintaining the confidentiality of your account credentials. You are responsible for all activities that occur under your account, including actions taken by Staff members you authorize. You must immediately notify us of any unauthorized access or security breach.

5.1 Multi-Tenant Architecture. Shipmah operates as a multi-tenant SaaS platform. Each Organization's data is logically isolated from other Organizations. You shall not attempt to access, view, modify, or interfere with another Organization's data, configurations, or operations.

5.2 Role-Based Access. The Platform implements a two-level permission system:

• Platform Level: The Company controls which modules and features are enabled for each Organization.
• Organization Level: The Owner controls which features each Staff member can access within the Organization.

5.3 Staff Responsibility. The Owner and Admins are responsible for managing Staff access permissions appropriately. Granting excessive permissions to unauthorized personnel is your responsibility, and the Company shall not be liable for any consequences arising from improper access configuration.

5.4 Branch Isolation. Staff members are assigned to a single Branch. Each Branch operates with its own configuration, docket stock, and settings. You must ensure that Branch-level configurations (GST registration, address, etc.) are accurate and up to date.

5.5 Feature Availability. The Company reserves the right to enable, disable, or modify features available to any Organization at any time. Feature availability may depend on your subscription plan, account standing, regulatory requirements, or operational considerations.

6.1 Prepaid Credits. The Wallet operates on a prepaid model. You must load credits into your Organization's Wallet before booking shipments through Carrier APIs. Wallet balance is deducted at the time of shipment booking based on applicable rates.

6.2 Payment Gateway. Wallet recharges are processed through Cashfree Payments (or such other payment gateway as the Company may designate). Supported methods include UPI, credit/debit cards, net banking, and other methods as available. All payment processing is subject to the payment gateway's own terms and conditions.

6.3 GST on Services. All Platform services are subject to Goods and Services Tax (GST) at the rate of 18% under SAC Code 996812 (Courier Services). GST is levied on the full taxable value, which includes shipping charges and any platform fees. Tax invoices will be issued in compliance with the Central Goods and Services Tax Act, 2017, and applicable state GST laws.

6.4 Non-Refundable Credits. Wallet credits used for Carrier bookings are non-refundable, as Carrier charges are non-reversible once a booking is confirmed and a docket/AWB is generated.

6.5 Unused Balance Refund. Upon account closure, unused Wallet balance may be refunded subject to: (a) settlement of all pending shipments and outstanding charges; (b) a processing fee as determined by the Company; (c) completion of any required verification. Refunds will be processed to the original payment method within 15-30 business days.

6.6 Wallet Forfeiture. In cases of fraud, submission of forged documents, or material breach of these Terms, the Company reserves the right to withhold and set off remaining Wallet balance against damages, penalties, and costs arising from such conduct, and to forfeit any remaining balance after such set-off if warranted by the circumstances.

6.7 Balance Adjustments. The Company reserves the right to adjust Wallet balances in cases of billing errors, system glitches, fraudulent transactions, or Carrier charge reconciliation. You will be notified of any adjustments via email or in-app notification.

6.8 No Interest. Wallet credits do not accrue interest. The Wallet is not a bank account, deposit, or financial instrument.

6.9 Wallet Classification. The Wallet is an advance service credit facility for booking shipments on the Platform. It is not a bank account, deposit, prepaid payment instrument (PPI), or stored-value instrument under the Payment and Settlement Systems Act, 2007 or the Reserve Bank of India (RBI) Master Directions on PPIs. Wallet credits: (a) can only be used to pay for Services on the Platform; (b) cannot be transferred to another Organisation or User; (c) cannot be withdrawn as cash or transferred to a bank account; (d) do not earn interest; (e) are not insured by any deposit insurance scheme. The Wallet operates as a pre-payment for services, similar to advance credit systems used by logistics platforms such as Shiprocket, Delhivery Direct, and other industry-standard shipping aggregators.

7.1 Aggregator Model. Shipmah acts solely as a technology platform and shipping aggregator. We facilitate the booking of shipments through Carrier APIs on your behalf. We are NOT a carrier, transporter, or courier service. Actual transportation, handling, and delivery of shipments are performed exclusively by the Carrier.

7.2 Your Carrier Accounts. You may connect your own Carrier accounts (franchise agreements, API credentials, etc.) to the Platform. The Company does not own, manage, or control your Carrier accounts. Your use of Carrier services is subject to the respective Carrier's terms of service, policies, and commercial agreements.

7.3 White Label Carriers. The Company may offer white-label Carrier access through Shipmah's own Carrier agreements. Rates, terms, and availability for white-label services are determined by the Company and may change without notice.

7.4 Shipment Accuracy. You are solely responsible for providing accurate shipment information, including but not limited to: consignee details, pickup and delivery addresses, package weight (actual and volumetric), dimensions, declared value, payment type (prepaid, COD, to-pay), and contents description. Inaccurate information may result in delivery failures, surcharges, or penalties imposed by the Carrier.

7.5 Prohibited Goods. You must not ship items prohibited by Indian law, Carrier policies, or international regulations. This includes but is not limited to: hazardous materials, narcotics, weapons, counterfeit goods, perishable items (unless the Carrier explicitly supports them), currency, precious metals, and any items restricted under the Indian Post Office Act, 1898, or the Carriage by Air Act, 1972.

7.6 Weight Reconciliation. Carriers may conduct weight verification at their hubs. If the actual weight (physical or volumetric) exceeds the booked weight, the Carrier may apply additional charges. Such charges will be debited from your Wallet. You accept that Carrier weight measurements are binding.

7.7 E-Way Bill. For shipments with a declared value exceeding Rs. 50,000 (or such threshold as prescribed under GST regulations), you are responsible for generating and attaching a valid e-way bill. The Company is not responsible for non-compliance with e-way bill requirements.

8.1 No Carrier Liability. The Company is not liable for any loss, damage, delay, misdelivery, non-delivery, or destruction of shipments. All such liability rests with the Carrier performing the actual transportation.

8.2 Claims Process. Claims for lost, damaged, or delayed shipments must be filed directly with the Carrier in accordance with the Carrier's claims policy and within the Carrier's prescribed time limits. The Company may assist in escalation as a courtesy but does not guarantee resolution or outcome.

8.3 Insurance. The Company does not provide shipment insurance. If you require coverage for high-value shipments, you must arrange insurance directly with the Carrier or a third-party insurer.

8.4 COD Remittance. Cash on Delivery (COD) remittance timelines and processes are governed by the respective Carrier's policies. The Company is not responsible for delays in COD remittance from the Carrier.

8.5 RTO Charges. Return-to-origin (RTO) charges levied by Carriers for undelivered shipments will be debited from your Wallet. RTO charges are non-refundable.

9.1 Company Ownership. The Platform, including all source code, object code, algorithms, architecture, designs, user interfaces, workflows, business logic, APIs, databases, documentation, trade names, trademarks, service marks, logos, and all related intellectual property, is and shall remain the exclusive property of Reliable Technologies. No rights, title, or interest in or to the Platform or any of its components are transferred to you by these Terms or by your use of the Platform.

9.2 Limited License. Subject to your compliance with these Terms, the Company grants you a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to access and use the Platform solely for your internal business purposes. This license does not include the right to:

• Modify, adapt, translate, or create derivative works based on the Platform
• Sublicense, lease, rent, loan, or otherwise transfer access to any third party
• Use the Platform to build a competing product or service
• Remove, alter, or obscure any proprietary notices, labels, or marks

9.3 Your Content. You retain ownership of shipment data, customer information, and business documents you upload to the Platform. By uploading Content, you grant the Company a non-exclusive, worldwide license to store, process, display, and transmit that Content solely as necessary to provide the Services.

9.4 Feedback. Any suggestions, ideas, feedback, or recommendations you provide regarding the Platform (“Feedback”) are appreciated. You grant the Company a perpetual, irrevocable, royalty-free, worldwide, non-exclusive license to use, modify, incorporate, and commercialise any Feedback you provide. You are not obligated to provide Feedback, and no compensation is owed for any Feedback the Company elects to use.

10.1 Prohibited Activities. You shall not, and shall not permit any third party to, directly or indirectly:

• Decompile, disassemble, reverse engineer, or otherwise attempt to derive the source code, underlying algorithms, data structures, or architecture of the Shipmah Platform or any proprietary component thereof
• Reverse engineer, decode, or decrypt any proprietary authentication mechanisms, server logic, or internal data exchange patterns used by the Shipmah Platform
• Scrape, crawl, spider, or use any automated means to extract data, content, or functionality from the Platform
• Copy, reproduce, replicate, or re-implement any feature, workflow, design pattern, user interface element, business logic, or algorithm of the Platform
• Monitor, intercept, or capture network traffic between the Platform and its servers, databases, or internal APIs for the purpose of understanding or replicating the Platform's proprietary functionality
• Access or attempt to access any system, server, database, or infrastructure component not intended for user access
• Use any knowledge, observation, or analysis of the Platform to build, assist in building, or advise on building a competing product or service

10.2 Third-Party Interfaces. The Platform may use third-party APIs and publicly available carrier interfaces in the normal course of providing the Services. Nothing in this Section restricts lawful use of public carrier tracking pages, published carrier APIs under their own terms, or other third-party services that are not proprietary to Shipmah.

10.3 Interoperability Exception. Nothing in this Section shall be construed to override the statutory exception under Section 52(1)(ab) of the Copyright Act, 1957, which permits the making of copies or adaptation of a computer programme in order to obtain information essential for interoperability with an independently created computer programme, provided that such information is not otherwise readily available.

10.4 Legal Consequences. Violation of this Section constitutes:

• A material breach of these Terms, entitling the Company to immediate termination and damages
• A potential violation of the Information Technology Act, 2000, Section 43 (penalty for unauthorized access to computer systems — compensation up to Rs. 1 crore per incident) and Section 66 (computer-related offences — imprisonment up to 3 years and/or fine up to Rs. 5 lakh), to the extent such unauthorized access involves the Shipmah Platform's proprietary systems
• A potential violation of the Copyright Act, 1957, Sections 51 and 63 (infringement of copyright — imprisonment up to 3 years and fine up to Rs. 2 lakh), to the extent such activity involves reproduction or adaptation of the Platform's copyrighted works
• A violation of the Trade Secrets and confidentiality obligations under Indian contract law and common law

10.5 Injunctive Relief. You acknowledge that any breach of this Section would cause irreparable harm to the Company for which monetary damages would be inadequate. The Company shall be entitled to seek immediate injunctive relief from any court of competent jurisdiction, in addition to all other remedies available at law or in equity.

10.6 Survival. The obligations under this Section survive termination of these Terms and your account indefinitely.

11.1 Authorized Access Only. You may only access the Platform through the provided web interface, official APIs (if applicable), and authorized integrations. Accessing the Platform through unauthorized APIs, scripts, bots, browser automation tools, or any automated means not explicitly authorized by the Company is strictly prohibited.

11.2 Rate Limiting. The Company implements rate limiting on all API endpoints. You must comply with published rate limits and must not attempt to circumvent, bypass, or overwhelm these limits.

11.3 API Keys & Credentials. If you are provided with API keys, tokens, or credentials, you must keep them confidential and secure. You must not share, publish, or embed API credentials in client-side code, public repositories, or any publicly accessible location.

11.4 Prohibited Automation. You must not use bots, scrapers, crawlers, browser extensions, or any automated tools to: (a) create accounts; (b) extract data or content; (c) submit forms or bookings; (d) manipulate the Platform's functionality; (e) test the Platform for vulnerabilities without written authorization; or (f) perform any action that places unreasonable load on the Platform's infrastructure.

11.5 Security Testing. Unauthorized security testing, penetration testing, or vulnerability scanning of the Platform is prohibited. If you discover a security vulnerability, you must report it to support@shipmah.in immediately and refrain from exploiting it.

12.1 Prohibited Conduct. You agree not to use the Platform for any purpose that is unlawful, harmful, or in violation of these Terms. Specifically, you must not:

• Ship illegal, prohibited, hazardous, or restricted goods in violation of Indian law or Carrier policies
• Submit false, fabricated, or forged KYC documents or business information
• Create accounts using false identities or impersonate any person or entity
• Use the Platform to facilitate money laundering, tax evasion, fraud, or any other financial crime
• Harass, abuse, threaten, or intimidate other users, Company employees, or Carrier personnel
• Send unsolicited communications, spam, or marketing materials through the Platform
• Interfere with or disrupt the Platform, servers, networks, or other users' use of the Platform
• Exploit system vulnerabilities, bugs, or errors for personal gain or to cause harm
• Misuse the Wallet system, including attempting to exploit payment processing, chargebacks, or refund mechanisms
• Use the Platform in any manner that could damage, disable, overburden, or impair the Platform

12.2 Compliance with Laws. You must comply with all applicable Indian and international laws, regulations, and industry standards in your use of the Platform, including but not limited to GST regulations, customs laws, data protection laws, and consumer protection laws.

12.3 Reporting Violations. If you become aware of any violation of these Terms by another user, you must promptly report it to the Company at support@shipmah.in.

13.1 Governing Law. The Company processes personal data in accordance with the Digital Personal Data Protection Act, 2023 (“DPDPA”), the Information Technology Act, 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 (“SPDI Rules”), and all other applicable data protection laws and regulations in India. The Company acts as a Data Fiduciary under the DPDPA with respect to personal data collected through the Platform. Rules under the DPDPA are expected to be notified by the Central Government, and the Company will update its practices to comply with such rules as and when they come into effect.

13.2 Data Collection. The Company collects, stores, and processes the following categories of data in connection with providing the Services:

• Business identity data: PAN, GST certificate, business name, address, contact details
• User account data: Name, email, phone number, authentication credentials
• Shipment data: Consignee details, addresses, package information, tracking data, delivery status
• Financial data: Wallet transactions, payment records, invoices, billing configurations
• Usage data: Platform activity logs, feature usage patterns, device and browser information

13.3 Consent & Processing Purposes. By registering on the Platform and accepting these Terms, you provide your informed consent for the Company to process your personal data for the following enumerated purposes:

• (a) Providing, operating, and maintaining the Platform and Services
• (b) Processing shipment bookings and facilitating Carrier services on your behalf
• (c) KYC verification, fraud prevention, and compliance with legal obligations
• (d) Processing payments, managing Wallet transactions, and generating invoices
• (e) Communicating service updates, security alerts, and administrative notices
• (f) Improving the Platform, analysing usage patterns, and developing new features
• (g) Complying with applicable laws, regulations, court orders, and government directives
• (h) Enforcing these Terms and protecting the rights and safety of the Company, Users, and third parties

You may withdraw consent at any time by contacting the Company at privacy@shipmah.in, subject to legal and contractual restrictions. Withdrawal of consent may result in the Company being unable to provide certain Services.

13.4 Data Principal Rights. In accordance with the DPDPA 2023, you have the following rights as a Data Principal:

• Right to Access: You may request a summary of your personal data being processed by the Company and the processing activities undertaken with respect to such data.
• Right to Correction: You may request correction of inaccurate or misleading personal data, and completion of incomplete personal data.
• Right to Erasure: You may request erasure of your personal data that is no longer necessary for the purpose for which it was collected, subject to the Company's retention obligations under applicable law (including tax and regulatory requirements).
• Right of Nomination: You may nominate another individual to exercise your data rights in the event of your death or incapacity, in accordance with Section 14 of the DPDPA.
• Right to Grievance Redressal: You may raise grievances regarding the processing of your personal data with the Company's Data Protection Officer (see Section 13.9 below). If your grievance is not resolved to your satisfaction, you may file a complaint with the Data Protection Board of India.

To exercise any of these rights, please contact the Company at privacy@shipmah.in with sufficient details to verify your identity and specify the right you wish to exercise. The Company will respond to valid requests within a reasonable timeframe, and in any event within the period prescribed by applicable law.

13.5 Data Storage. Your data is stored on secure, encrypted servers. KYC documents and shipment photos are stored on Cloudflare R2 with encryption at rest. Database records are maintained on secured infrastructure with restricted access controls.

13.6 Data Sharing. Your data is shared with third parties only in the following circumstances:

• With Carriers, solely as necessary to fulfill shipment bookings (consignee details, package information, pickup/delivery addresses)
• With payment processors, solely as necessary to process Wallet transactions
• With government or regulatory authorities, when required by law, court order, or regulatory directive
• With service providers who assist in Platform operations, under strict confidentiality agreements and data processing terms

13.7 No Third-Party Marketing. The Company does not sell, rent, or share your personal or business data with third parties for marketing, advertising, or promotional purposes.

13.8 Data Retention. Your data is retained for the duration of your active account plus seven (7) years following account closure, as required under Indian tax compliance regulations (Income Tax Act, 1961, and GST Act, 2017). After the retention period, data will be securely deleted or anonymized in accordance with the Company's data retention policy.

13.9 Data Protection Officer. The Company has designated a Data Protection Officer (“DPO”) responsible for overseeing compliance with data protection obligations. For any data protection queries, concerns, or to exercise your Data Principal rights, contact the DPO at:

13.10 Breach Notification. In the event of a personal data breach that is likely to cause harm to Data Principals, the Company shall notify the Data Protection Board of India and affected Data Principals without unreasonable delay, in accordance with Section 8(6) of the DPDPA 2023. Such notification shall include the nature of the breach, the categories of data affected, and the measures taken or proposed to mitigate the breach. Additionally, the Company acknowledges its obligations under Section 43A of the Information Technology Act, 2000, regarding compensation for failure to protect sensitive personal data.

13.11 Cross-Border Data Transfer. The Company may transfer personal data outside India in the course of providing the Services (for example, to cloud infrastructure or service providers located in other jurisdictions). Any such transfer shall comply with Section 16 of the DPDPA 2023 and any restrictions notified by the Central Government regarding transfer of personal data to countries or territories outside India. The Company shall not transfer personal data to any country or territory restricted by the Central Government under the DPDPA.

13.12 Sensitive Data. The Company handles PAN and GST data in accordance with the SPDI Rules, 2011, and the DPDPA 2023. Access to such data is restricted to authorized personnel on a need-to-know basis. The Company maintains reasonable security practices and procedures commensurate with the sensitivity of the data, as required under Section 43A of the Information Technology Act, 2000.

13.13 Data Portability. Upon written request, the Company will provide you with an export of your shipment data and billing records in a commonly used electronic format, subject to verification of your identity and account ownership.

14.1 Mutual Obligations. Both parties agree to maintain the confidentiality of Confidential Information received from the other party. “Confidential Information” means any non-public information disclosed by one party to the other, whether orally, in writing, or by inspection, including but not limited to business plans, pricing, technical data, trade secrets, and proprietary processes.

14.2 Company Obligations. The Company will keep your business data, KYC documents, financial records, customer information, billing configurations, and rate cards confidential and will not disclose them to third parties except as expressly permitted in these Terms or as required by law.

14.3 Your Obligations. You will keep confidential all non-public information about the Platform, including but not limited to:

• Platform architecture, technical implementation, and system design
• API structures, endpoints, and communication protocols
• Pricing models, rate structures, and commercial terms offered by the Company
• Security mechanisms, authentication flows, and access control systems
• Bug reports, vulnerability disclosures, and incident details
• Any information marked or reasonably understood to be confidential

14.4 Exceptions. Confidentiality obligations do not apply to information that: (a) is or becomes publicly available through no fault of the receiving party; (b) was known to the receiving party prior to disclosure; (c) is independently developed without reference to the disclosing party's Confidential Information; or (d) is required to be disclosed by law or court order.

14.5 Survival. Confidentiality obligations survive termination of these Terms for a period of three (3) years, except for trade secrets, which are protected indefinitely.

15.1 Best-Effort Availability. The Company strives to maintain high availability of the Platform but does not guarantee 100% uptime. The Platform is provided on a “best-effort” basis, and temporary interruptions may occur due to maintenance, updates, or unforeseen circumstances.

15.2 Scheduled Maintenance. The Company will endeavor to provide advance notice of scheduled maintenance that may cause service interruptions. Such maintenance will be scheduled during off-peak hours when feasible.

15.3 No SLA. Unless a separate Service Level Agreement (SLA) has been executed between the Company and your Organization, no specific uptime percentage, response time, or performance metric is guaranteed.

15.4 Third-Party Dependencies. The Platform depends on third-party services including Carrier APIs, payment gateways, cloud infrastructure providers, authentication services, and DNS providers. The Company is not responsible for outages, errors, or degraded performance caused by these third-party dependencies.

15.5 Force Majeure. The Company shall not be liable for any failure or delay in performing its obligations under these Terms due to causes beyond its reasonable control, including but not limited to: natural disasters, pandemics, government actions, regulatory changes, war, terrorism, riots, civil unrest, power outages, internet disruptions, cyberattacks, Carrier strikes or shutdowns, payment gateway outages, and acts of God.

16.1 Company Warranties. The Company represents and warrants that:

• (a) The Platform will perform materially in accordance with the applicable documentation and specifications made available by the Company from time to time.
• (b) The Company has the right and authority to provide the Platform and grant the licenses set forth in these Terms.
• (c) To the Company's knowledge, the Platform does not knowingly infringe any Indian intellectual property rights of any third party as of the date of these Terms.
• (d) The Company will comply with all applicable laws and regulations in the provision of the Platform and the Services.

16.2 Your Warranties. You represent and warrant that:

• (a) All information provided during registration and use of the Platform is accurate, complete, and current.
• (b) You have the authority to enter into these Terms and to perform your obligations hereunder.
• (c) Your use of the Platform will comply with all applicable laws, regulations, and these Terms.
• (d) You will not use the Platform in any manner that infringes the rights of any third party.

16.3 Disclaimer. EXCEPT AS EXPRESSLY SET FORTH IN SECTION 16.1, THE PLATFORM IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. THE COMPANY DOES NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED FROM THE COMPANY OR THROUGH THE PLATFORM SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED IN THESE TERMS.

17.1 Maximum Liability. To the maximum extent permitted by applicable law, the Company's total aggregate liability to you for all claims arising out of or relating to these Terms or your use of the Platform shall not exceed the total amount paid by you to the Company during the twelve (12) months immediately preceding the event giving rise to the claim.

17.2 Exclusion of Damages. In no event shall the Company be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including but not limited to:

• Loss of profits, revenue, business, or anticipated savings
• Loss of data or data corruption
• Loss of goodwill or reputation
• Business interruption or downtime
• Shipment loss, damage, or delay caused by Carriers
• Cost of procuring substitute services

regardless of the theory of liability (contract, tort, strict liability, or otherwise), even if the Company has been advised of the possibility of such damages.

17.3 Carve-Outs. The limitations set forth in Sections 17.1 and 17.2 shall not apply to: (a) indemnification obligations under Section 18; (b) breach of Section 10 (Reverse Engineering & Code Protection) or Section 14 (Confidentiality); (c) obligations arising under applicable data protection law, including the DPDPA 2023 and the Information Technology Act, 2000; (d) liability arising from willful misconduct or gross negligence; or (e) any liability that cannot be limited or excluded by applicable law.

17.4 Essential Basis. You acknowledge that the limitations of liability in this Section are an essential element of the agreement between the parties, and that the Company would not provide the Platform without such limitations.

18.1 Your Indemnification. You agree to indemnify, defend, and hold harmless Reliable Technologies, its owners, directors, employees, agents, and affiliates (“Indemnified Parties”) from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable attorney fees) arising out of or relating to:

• Your use or misuse of the Platform
• Your violation of these Terms or any applicable law or regulation
• Submission of false, forged, or fraudulent KYC documents
• Shipment of illegal, prohibited, or restricted goods
• Your breach of any Carrier's terms of service
• Any claim by a third party arising from your use of the Platform or your business operations
• Your failure to comply with GST, e-way bill, or other regulatory requirements
• Any unauthorized access to the Platform through your account or credentials

18.2 Company Indemnification. The Company shall indemnify, defend, and hold harmless you and your Organization from and against any third-party claims, liabilities, damages, losses, costs, and expenses (including reasonable attorney fees) to the extent arising from a claim that the Platform, as provided by the Company and used in accordance with these Terms, infringes any Indian intellectual property rights of such third party. This indemnification obligation is subject to the following exceptions: the Company shall have no obligation under this Section to the extent the claim arises from (a) modifications to the Platform made by you or at your direction; (b) combination of the Platform with products, services, or technology not provided or approved by the Company; or (c) your use of the Platform in violation of these Terms or applicable law. The Company's total aggregate liability under this Section 18.2 shall not exceed the limitation of liability set forth in Section 17.1.

18.3 Procedure. The indemnifying party will be given prompt written notice of any claim subject to indemnification. The indemnifying party shall have the right to assume control of the defense and settlement of such claim, provided it does not settle any claim in a manner that imposes obligations on the indemnified party or admits liability on the indemnified party's part without the indemnified party's prior written consent. The indemnified party will provide reasonable cooperation in the defense of such claim at the indemnifying party's expense.

19.1 Suspension by Company. The Company may immediately suspend your access to the Platform, without prior notice, if:

• You submit fraudulent or forged KYC documents
• Your Wallet balance is insufficient to cover outstanding charges
• You violate any provision of these Terms
• You violate any Carrier's terms of service
• You ship prohibited or illegal goods
• Your account is subject to a legal hold, court order, or regulatory directive
• Your activities threaten the security, integrity, or availability of the Platform
• Suspicious or fraudulent activity is detected on your account

19.2 Termination by Company. The Company may terminate your account with or without cause upon thirty (30) days' written notice. In cases of material breach, termination may be effective immediately without notice.

19.3 Termination by You. You may request account closure at any time by contacting support@shipmah.in. Account closure is subject to: (a) settlement of all pending shipments; (b) payment of all outstanding charges; (c) processing of any pending COD remittances; and (d) completion of any ongoing disputes or investigations.

19.4 Effect of Termination. Upon termination:

• Your license to use the Platform is immediately revoked
• You must cease all access to and use of the Platform
• Unused Wallet balance will be handled per Section 6.5
• The Company will retain your data as required by Section 13.8
• Provisions that by their nature should survive (including Sections 9, 10, 13, 14, 16, 17, 18, and 20) shall survive termination

20.1 Governing Law. These Terms and any disputes arising out of or in connection with them shall be governed by and construed in accordance with the laws of India, without regard to conflict of law principles.

20.2 Informal Resolution. Before initiating formal dispute resolution, you agree to first attempt to resolve any dispute informally by contacting the Company at support@shipmah.in. The parties shall negotiate in good faith for a period of thirty (30) days from the date of the dispute notice.

20.3 Small Claims Procedure. For disputes involving an amount of Rs. 1,00,000 (one lakh) or less, the parties agree to first attempt resolution through email correspondence with the Company's support team. If the dispute is not resolved within fifteen (15) days of the initial written complaint, the Company shall issue a final written decision. If you are not satisfied with the Company's decision, either party may proceed to arbitration under Section 20.4.

20.4 Arbitration. If the dispute cannot be resolved informally within thirty (30) days (or through the small claims procedure under Section 20.3, as applicable), either party may refer the dispute to binding arbitration under the Arbitration and Conciliation Act, 1996, as amended from time to time. The arbitration shall be:

• Conducted in Pune, Maharashtra, India
• Administered by a sole arbitrator mutually agreed upon by the parties, or appointed by the Pune District Court in the absence of agreement
• Conducted in English
• Governed by the substantive laws of India

The arbitrator's award shall be final and binding on both parties and enforceable in any court of competent jurisdiction.

20.5 Exclusive Jurisdiction. For matters not subject to arbitration or for enforcement of arbitral awards, the courts in Pune, Maharashtra, India shall have exclusive jurisdiction.

20.6 Class Action Waiver. You agree that any arbitration proceedings under Section 20.4 will be conducted on an individual basis and not as part of a class, consolidated, or representative action. This waiver applies solely to arbitration proceedings and does not restrict or waive any rights you may have under the Consumer Protection Act, 2019, including the right to file or participate in proceedings before consumer commissions or consumer dispute redressal forums established under that Act.

21.1 Compliance. Each party represents, warrants, and undertakes that it shall comply with all applicable anti-bribery and anti-corruption laws and regulations, including the Prevention of Corruption Act, 1988, as amended from time to time.

21.2 Prohibited Payments. Neither party shall, directly or indirectly, offer, promise, give, or authorize the giving of any bribe, kickback, facilitation payment, or other improper payment to any public official, government employee, or any other person in connection with the performance of these Terms or the use of the Platform.

21.3 Reporting. Each party shall promptly notify the other party in writing if it becomes aware of any breach or suspected breach of this Section. The non-breaching party shall have the right to terminate these Terms immediately upon written notice if the other party breaches this Section.

22.1 Customer Audit. You may audit the Company's data handling and security practices as they relate to your Organization's data, up to once per calendar year. Such audit shall be subject to the following conditions:

• (a) You must provide the Company with at least thirty (30) days' prior written notice of the intended audit.
• (b) The audit shall be conducted during normal business hours (Monday to Friday, 10:00 AM to 6:00 PM IST, excluding public holidays).
• (c) The audit shall be conducted at your sole cost and expense, including any fees for third-party auditors.
• (d) Any third-party auditor engaged by you must execute a confidentiality agreement acceptable to the Company before commencing the audit.
• (e) The audit scope shall be limited to verifying compliance with the data protection and security obligations set forth in these Terms and shall not extend to the Company's proprietary source code, algorithms, or trade secrets.

22.2 Cooperation. The Company will provide reasonable cooperation and access to relevant records, systems, and personnel during the audit. The Company may designate a representative to accompany the auditor at all times during the audit.

22.3 Audit Findings. If the audit reveals any material non-compliance with the Company's data protection or security obligations, the Company shall prepare a remediation plan and implement corrective measures within a reasonable timeframe. The Company will provide you with a written summary of the corrective actions taken.

23.1 Right to Modify. The Company reserves the right to modify, update, or replace these Terms at any time. Material changes will be communicated to you via email and/or in-app notification at least thirty (30) days before the updated Terms take effect.

23.2 Acceptance. Your continued use of the Platform after the thirty (30) day notice period constitutes your acceptance of the modified Terms. If you do not agree with the modified Terms, you must cease using the Platform and request account closure before the effective date.

23.3 Non-Material Changes. The Company may make non-material changes (such as correcting typographical errors, updating contact information, or clarifying existing provisions) without prior notice. The “Last Updated” date at the top of these Terms will reflect the most recent revision.

24.1 Severability. If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such invalidity shall not affect the remaining provisions, which shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving the parties' original intent.

24.2 Waiver. The failure of the Company to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision. No waiver shall be effective unless made in writing and signed by an authorized representative of the Company.

24.3 Entire Agreement. These Terms, together with the Privacy Policy and any supplemental terms referenced herein, constitute the entire agreement between you and the Company regarding the use of the Platform and supersede all prior agreements, understandings, and communications, whether written or oral.

24.4 Assignment. You may not assign or transfer your rights or obligations under these Terms without the Company's prior written consent. The Company may assign its rights and obligations under these Terms to a successor entity in connection with a merger, acquisition, reorganization, or sale of all or substantially all of its assets.

24.5 Headings. Section headings are provided for convenience only and shall not affect the interpretation of these Terms.

For questions, concerns, or notices relating to these Terms of Service, please contact: