Terms of service

Between WALR Brothers LLP, 12 B Utkarsh Estate, Indore, Madhya Pradesh 452016 ("the platform") and the subscribing brand ("you"). This version is in force from 1 August 2026; for each brand these terms take effect when they accept them at signup. Governing law: India; courts of Indore, Madhya Pradesh.

1. The service

A web-based operations platform for D2C order fulfilment: order syncing from your Shopify store, order confirmation workflows, pick/pack verification, shipping via your Shiprocket account, dispatch reconciliation, inventory tracking, returns/RTO/COD workflows, and team management. The service coordinates your existing Shopify and Shiprocket accounts; it does not replace them, and your contracts with those providers remain yours.

2. Your account and credentials

• You connect your own Shopify custom-app token and a dedicated Shiprocket API user (never your primary Shiprocket login). You warrant you're authorised to connect them.
• You may revoke either from the respective provider at any time.
• You're responsible for your team's use: operator PINs, roles you assign, and actions taken under them (the platform records an audit trail).
• Founder email verification is required before connecting a store or syncing customer data, on any installation able to send email (which includes the hosted service).

3. Data

• Your workspace data is yours. Export is self-serve, any time: a zip of CSVs covering your orders, packing, inventory, returns, COD, team and activity records. Your settings and your packing photo image files aren't in that zip — ask and we'll send them.
• We process your customers' personal data only as your processor, per the Privacy Policy (which forms part of these terms), and never for our own purposes beyond providing and securing the service. The single exception is the aggregated statistics described in the next bullet, which contain no personal data.
• Aggregated statistics. We may compile statistics from activity across the platform — for example, total orders processed, average dispatch times, or return and RTO rates — and use them to operate and improve the service, and to publish benchmarks, reports and marketing material. Such statistics are combined across multiple brands so that no brand, order, person or address can be identified from them, and they contain no personal data. We will not attribute any figure to you by name, quote your numbers, or identify you as a customer without your written permission each time.
• On termination you may export everything; workspace deletion is self-serve and permanent.

4. Acceptable use

No unlawful goods or use; no attempting to access other brands' data; no reselling access without written agreement; no load abuse (we may apply fair-use rate limits with notice).

5. Service levels and support

• Availability: 99.7% per calendar month. That allows about two hours ten minutes of unavailability in a 30-day month. We measure it with an external uptime monitor checking the application every few minutes; the monitor's record is what counts, and we will show it to you on request.
• Three things don't count against that figure: maintenance we announce at least 24 hours in advance; outages at Shopify, your courier, or another provider we don't control; and events outside our reasonable control. A failure of your store or courier connection is surfaced to you by monitoring, but it is not our downtime.
• If we miss it in a month, tell us within 30 days of that month ending and we will credit part of that month's fee against your next invoice: 10% if we were available for less than 99.7% of the month but at least 99.0%, and 25% if we were below 99.0%. The worse the month, the larger the credit. If we have waived your fee for a month, there is no credit for that month — the remedy is your right to leave, which needs no notice.
• The credit is your remedy for the missed availability figure itself, and only for that. It does not limit or replace anything else in these terms: our security and confidentiality obligations, your data rights, and our liability under section 8 all stand on their own.
• Automatic monitoring alerts you when your store/courier connections fail.
• Support channel: corporate@walrbrothers.com, business hours IST.

6. Fees

Per the published pricing page at /pricing, unless an order form or pilot agreement you have signed sets different rates — in which case that document wins. Fee changes with 30 days' notice, effective from the next billing period. No fees are charged silently, and Settings → Billing shows you every month's meter — which orders, at what rate, and why — before any money moves.

7. Third-party services

Shopify and Shiprocket are your accounts under their terms. The platform is not responsible for their availability, pricing, courier performance, delivery outcomes, weight disputes or COD remittance timing — we surface and reconcile their data but do not control it.

8. Warranties and liability

• Apart from the availability commitment in section 5, the service is provided "as is". We warrant we'll provide it with reasonable skill and care and maintain the security measures described in the Privacy Policy.
• Neither party is liable for indirect or consequential loss. Our total aggregate liability is capped at the greater of the fees you paid in the 3 months before the claim, or ₹25,000.
• Nothing excludes liability that cannot be excluded under Indian law.

9. Suspension and termination

• You may stop any time: export, delete, done. No lock-in.
• We may suspend for material breach (unlawful use, non-payment, abuse) with notice and a cure period of 7 days except where immediate suspension is legally required.
• We may retire the service with 60 days' notice, with export honoured throughout.

10. General

Entire agreement (with Privacy Policy + any pilot agreement); no assignment without consent (except corporate reorganisation); notices by email to the founder address; severability; Indian law; disputes to the courts of Indore, Madhya Pradesh.