Terms of service

Welcome to OrderLyne. These Terms of Service ("Terms") govern your access to and use of our platform, services, and applications. Please read these Terms carefully before using our service.

1. Acceptance of Terms

By accessing or using OrderLyne ("Service"), you agree to be bound by these Terms, our Privacy Policy, and any additional terms applicable to specific features or services. If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.

If you do not agree to these Terms, you may not access or use our Service.

2. Description of Service

OrderLyne is a software-as-a-service (SaaS) platform that provides e-commerce management, messaging automation, and business tools. Our Service includes:

• Order Management: Centralized dashboard for managing orders across channels
• E-commerce Integrations: Shopify, WooCommerce, and other platform connections
• WhatsApp Business Messaging: Automated messaging through Meta's WhatsApp Business API
• Storefront Hosting: Custom storefronts and catalog management
• Shipping Integration: Courier and logistics provider connections
• Customer Management: CRM and customer communication tools
• Analytics: Business insights and reporting

3. Account Registration and Eligibility

3.1 Eligibility

To use OrderLyne, you must:

• Be at least 18 years old
• Be capable of forming a legally binding contract
• Operate a legitimate business
• Not be prohibited from using the Service under applicable laws
• Not have been previously banned from our Service

3.2 Account Information

You agree to provide accurate, current, and complete information during registration and to keep your account information updated. Providing false or misleading information may result in immediate termination of your account.

3.3 Account Security

You are responsible for:

• Maintaining the confidentiality of your login credentials
• All activities that occur under your account
• Immediately notifying us of any unauthorized access or security breach
• Ensuring that your team members comply with these Terms

We recommend enabling two-factor authentication (2FA) for enhanced security.

4. Subscription and Payment

4.1 Subscription Plans

OrderLyne offers various subscription plans with different features, usage limits, and pricing — including a free plan with no time limit. The specific details of each plan are available on our pricing page. We may modify plan features with reasonable notice.

4.2 Billing and Payment

• Subscription fees for paid plans are billed in advance on a monthly or annual basis
• All fees are quoted and charged in Indian Rupees (INR) unless otherwise specified
• Payment is processed through our secure payment partners (Razorpay, Stripe)
• You authorize us to charge your payment method for all applicable fees
• Failed payments may result in service suspension
• The free plan does not require any payment method

4.3 Taxes

All fees are exclusive of applicable taxes (including GST). You are responsible for paying all taxes associated with your use of the Service, except for taxes based on our net income.

4.4 Free Plan & Free Trials

We offer a free plan and may offer free trial periods for certain paid plans. At the end of a trial:

• Your subscription will automatically convert to a paid plan unless cancelled
• You will be charged for the selected plan
• Trial periods are limited to one per customer

The free plan has no time limit and does not auto-convert.

4.5 Refunds

Subscription fees are generally non-refundable. However, we may provide refunds or credits at our sole discretion in the following cases:

• Service unavailability exceeding our SLA commitments
• Billing errors on our part
• Other circumstances we deem appropriate

For full details, see our Refund Policy.

4.6 Price Changes

We may modify pricing with at least 30 days' notice. Price changes will take effect at the start of your next billing cycle. If you do not agree to a price change, you may cancel your subscription before the change takes effect.

5. Acceptable Use Policy

5.1 You agree NOT to:

• Violate any applicable laws, regulations, or third-party rights
• Send spam, unsolicited messages, or bulk messaging without proper consent
• Sell prohibited products (illegal goods, counterfeit items, weapons, drugs, etc.)
• Engage in fraud, phishing, or deceptive practices
• Transmit malware, viruses, or harmful code
• Attempt to gain unauthorized access to our systems or other users' accounts
• Interfere with or disrupt the Service or its infrastructure
• Scrape, harvest, or collect data without authorization
• Use the Service to harass, abuse, or harm others
• Impersonate any person or entity
• Circumvent any usage limits or restrictions

5.2 WhatsApp Messaging Compliance

When using our WhatsApp Business integration, you must comply with:

• Meta's Platform Terms: Including the WhatsApp Business Policy and Commerce Policy
• Opt-in Requirements: You must obtain proper consent before messaging customers
• Message Templates: Use approved templates for business-initiated conversations
• Opt-out Handling: Honor unsubscribe requests promptly
• Content Restrictions: No prohibited content as defined by Meta's policies

Violation of WhatsApp policies may result in restrictions imposed by Meta on your WhatsApp Business Account, for which OrderLyne is not responsible.

5.3 Shopify Integration Compliance

When connecting your Shopify store, you must:

• Comply with Shopify's Terms of Service and Acceptable Use Policy
• Maintain accurate product information and inventory
• Honor orders placed through the integration
• Not use the integration to circumvent Shopify's fees or policies

6. Data and Content

6.1 Your Data

You retain all ownership rights to the data you upload, store, or process through OrderLyne ("Your Data"). This includes:

• Customer information
• Order details
• Product catalog
• Messages and communications
• Business settings and configurations

6.2 License to Your Data

You grant OrderLyne a limited, non-exclusive, worldwide license to use, process, and store Your Data solely to:

• Provide and maintain the Service
• Improve and develop new features
• Generate anonymized, aggregated analytics
• Comply with legal obligations

6.3 Data Processing

We process Your Data in accordance with our Privacy Policy and applicable laws. You are responsible for:

• Having the legal right to collect and process customer data
• Obtaining necessary consents from your customers
• Maintaining your own privacy policy that accurately describes your practices
• Responding to data subject requests from your customers

6.4 Data Backup and Export

While we implement reasonable backup procedures:

• You are responsible for maintaining your own backups
• You can export Your Data at any time through the platform
• We are not liable for any loss or corruption of data

7. Third-Party Integrations

7.1 Connected Services

OrderLyne integrates with various third-party services including:

• E-commerce platforms (Shopify, WooCommerce)
• Messaging services (WhatsApp Business API via Meta)
• Payment gateways (Razorpay, Stripe)
• Shipping providers
• Other business tools

7.2 Third-Party Terms

Your use of third-party integrations is subject to those services' own terms and policies. You agree to comply with all applicable third-party terms. OrderLyne is not responsible for:

• Third-party service availability or performance
• Changes to third-party APIs or terms
• Actions taken by third parties against your account
• Data processing by third parties

7.3 Integration Availability

We do not guarantee that any specific integration will remain available. Integrations may be modified, suspended, or discontinued due to changes by third-party providers.

8. Intellectual Property

8.1 Our Intellectual Property

The Service, including its software, design, features, content, and trademarks, is owned by OrderLyne and protected by intellectual property laws. You may not:

• Copy, modify, or create derivative works of the Service
• Reverse engineer, decompile, or disassemble the software
• Remove or alter any proprietary notices
• Use our trademarks without written permission

8.2 License to Use

Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Service for your internal business purposes.

8.3 Feedback

If you provide feedback, suggestions, or ideas about the Service, you grant us the right to use them without restriction or compensation to you.

9. Service Availability and Support

9.1 Uptime

We strive to maintain high availability of the Service. However, the Service may be temporarily unavailable due to:

• Scheduled maintenance (with advance notice when possible)
• Emergency maintenance
• Factors beyond our control (internet outages, third-party failures, etc.)

9.2 Support

Support is provided according to your subscription plan. We offer support via:

• Email support
• In-app chat
• Help documentation
• Priority support for higher-tier plans

10. Disclaimer of Warranties

We specifically disclaim:

• Warranties of merchantability, fitness for a particular purpose, and non-infringement
• Any warranty that the Service will be uninterrupted, secure, or error-free
• Any warranty regarding the accuracy or reliability of any information obtained through the Service
• Any warranty that defects will be corrected

Your use of the Service is at your sole risk. Some jurisdictions do not allow the exclusion of certain warranties, so some of the above may not apply to you.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

• OrderLyne shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, data, or business opportunities
• Our total liability for any claims under these Terms shall not exceed the amount you paid us in the twelve (12) months preceding the claim, or INR 10,000, whichever is greater
• We are not liable for any actions taken by third-party platforms (Meta, Shopify, etc.) against your account

These limitations apply regardless of the theory of liability and even if we have been advised of the possibility of such damages.

12. Indemnification

You agree to indemnify, defend, and hold harmless OrderLyne, its affiliates, officers, directors, employees, and agents from any claims, damages, losses, liabilities, costs, and expenses (including legal fees) arising from:

• Your use of the Service
• Your violation of these Terms
• Your violation of any third-party rights or applicable laws
• Your Data or content
• Your interactions with your customers
• Actions taken by third parties due to your conduct

13. Termination

13.1 Termination by You

You may cancel your subscription at any time through your account settings or by contacting us. Upon cancellation:

• Your access continues until the end of your current billing period
• No refunds for unused time in the current period
• You can export Your Data before the end of the billing period

13.2 Termination by Us

We may suspend or terminate your access immediately if:

• You violate these Terms or our Acceptable Use Policy
• Your payment method fails and is not resolved within 7 days
• We are required to do so by law
• Your use poses a security risk to us or others
• Your account has been inactive for more than 12 months

For other reasons, we will provide at least 30 days' notice before termination.

13.3 Effect of Termination

Upon termination:

• Your right to use the Service immediately ceases
• You may request Your Data within 30 days of termination
• After 30 days, Your Data may be deleted
• Provisions that should survive termination will remain in effect (including Sections 6, 8, 10, 11, 12, and 14)

14. Dispute Resolution

14.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of India, without regard to its conflict of law provisions.

14.2 Informal Resolution

Before initiating formal proceedings, you agree to contact us at hello@orderlyne.app to attempt to resolve any dispute informally. We will try to resolve the matter within 30 days.

14.3 Jurisdiction

Any disputes that cannot be resolved informally shall be subject to the exclusive jurisdiction of the courts in New Delhi, India.

14.4 Class Action Waiver

You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action.

15. Changes to Terms

We may modify these Terms at any time. When we make changes:

• We will update the "Last updated" date
• For material changes, we will notify you via email or in-app notification
• Changes take effect 30 days after notification, unless a longer period is required by law
• Your continued use after the effective date constitutes acceptance
• If you disagree with changes, you may terminate your account before they take effect

16. General Provisions

16.1 Entire Agreement

These Terms, together with our Privacy Policy and any plan-specific terms, constitute the entire agreement between you and OrderLyne regarding the Service.

16.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

16.3 Waiver

Our failure to enforce any right or provision of these Terms will not constitute a waiver of that right or provision.

16.4 Assignment

You may not assign or transfer these Terms without our prior written consent. We may assign our rights and obligations under these Terms in connection with a merger, acquisition, or sale of assets.

16.5 Force Majeure

Neither party shall be liable for delays or failures in performance resulting from circumstances beyond their reasonable control, including natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, strikes, or shortages.

16.6 Notices

We may send notices to you via email, in-app notifications, or by posting on our website. You agree that electronic notices satisfy any legal requirement for written communication.

17. Contact Us

If you have any questions about these Terms, please contact us: