1. Definitions

• "Merchant" means a business customer that registers for and uses the Vefri dashboard or APIs.
• "End Customer" means a buyer or return initiator who receives a capture link or communication from a Merchant.
• "Evidence" means photos, videos, metadata, timestamps, device signals, location hints, checksums, and related files uploaded through Vefri capture flows.
• "Integrations" means third-party services connected to Vefri, including e-commerce platforms, logistics providers, and messaging channels.
• "Capture Link" means a secure URL or message flow used to collect Evidence from an End Customer.
• "Workspace" means a Merchant account and its associated settings, users, orders, returns, and Evidence library.

2. The Vefri Service

Vefri provides software for D2C and e-commerce merchants to collect, store, review, and manage product evidence across delivery, return, pickup, and warehouse QC stages. Vefri helps reduce disputes, improve return decisions, and maintain an auditable chain of custody for Evidence.

Vefri is a technology platform. We do not act as a courier, marketplace, payment processor, insurer, legal advisor, or dispute arbitrator. Final business decisions regarding refunds, replacements, chargebacks, and customer communications remain your responsibility.

• Evidence capture via web links and approved messaging channels
• Returns and order workflow visibility
• Risk flags, review queues, and operational dashboards
• Integrations with logistics and communication providers
• Storage, retrieval, and export of Evidence subject to your plan and settings

3. Eligibility & Account Security

You must be at least 18 years old and legally able to enter contracts in your jurisdiction. You are responsible for maintaining accurate account information and safeguarding login credentials.

• Keep passwords confidential and enable appropriate access controls for team members
• Notify us promptly of unauthorized access at security@vefri.io
• Ensure only authorized personnel access Evidence containing personal data
• Do not share dashboard access with parties who are not bound by confidentiality obligations

4. Merchant Responsibilities

Because Vefri processes orders, returns, and customer communications on your behalf, you are responsible for lawful collection and use of End Customer data and Evidence.

• Obtain all legally required notices, consents, and permissions before collecting Evidence from End Customers, including permissions for camera, microphone, storage, and location where applicable.
  • Display your own privacy notice or link to your policy before or during capture
  • Inform customers why evidence is being collected and how it will be used
• Ensure capture requests are proportionate, relevant, and limited to legitimate return or delivery verification purposes
• Comply with consumer protection, e-commerce, and returns regulations applicable to your business
• Maintain accurate product, SKU, order, and return records synced into Vefri
• Review Evidence promptly and make refund or QC decisions in accordance with your policies
• Do not use Vefri to harass customers, collect unnecessary biometric data, or conduct surveillance outside the stated capture purpose

5. Acceptable Use

You agree not to misuse the Service. Prohibited activities include:

• Uploading unlawful, infringing, defamatory, obscene, or deceptive content
• Attempting to bypass capture security, access tokens, or authentication controls
• Reverse engineering, scraping, or reselling the Service except as expressly permitted
• Introducing malware or interfering with platform availability
• Using Vefri to collect evidence unrelated to order fulfillment, delivery proof, returns, or warehouse QC
• Misrepresenting Vefri as the seller of record or courier to End Customers

6. WhatsApp & Messaging Integrations

If you connect WhatsApp or other messaging channels, you agree to comply with the applicable provider policies in addition to these Terms. For WhatsApp Business Platform messaging, this includes Meta's Business Messaging Policy, Commerce Policy, and WhatsApp Business Terms of Service, as updated from time to time.

7. Logistics & Delivery Partner Integrations

Vefri may integrate with courier and logistics platforms such as Shiprocket, Delhivery, Ecom Express, and other providers you authorize ("Logistics Partners"). Data retrieved may include order IDs, AWB numbers, shipment status, customer name, phone number, address fragments, product details, and delivery timestamps.

8. Evidence Capture & Chain of Custody

• Capture Links are time-limited and may be tied to a specific order, return, phase, or waypoint
• Evidence may include video, images, file metadata, upload timestamps, and technical integrity signals
• Vefri maintains operational logs designed to support auditability, but you remain responsible for your refund and dispute processes
• You must not alter Evidence after upload with intent to mislead; exported files should be handled under your internal controls
• Vefri may reject or quarantine uploads that fail validation, exceed limits, or appear malicious

9. Data Storage, Retention & Export

Evidence and workspace data are stored using commercially reasonable security practices. Retention periods may depend on your plan, workspace settings, and applicable law. Upon termination, we may delete or anonymize data after a reasonable export window unless law requires longer retention.

You are responsible for downloading or exporting Evidence you are required to keep for tax, legal, or operational reasons.

10. Fees, Billing & Taxes

Paid features, if any, are billed according to the plan selected in your Workspace or order form. Fees are exclusive of applicable taxes unless stated otherwise. Failure to pay may result in suspension or downgrade of the Service.

11. Intellectual Property

Vefri owns the Service, software, branding, documentation, and underlying technology. You retain ownership of your business data and Evidence you upload. You grant Vefri a limited license to host, process, transmit, and display your content solely to provide and improve the Service.

12. Confidentiality

Each party may receive confidential information from the other. The receiving party will use reasonable care to protect such information and use it only for purposes of the relationship, except as required by law.

13. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, CERL DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

Vefri does not guarantee that Evidence will prevent fraud, chargebacks, or disputes, that Logistics Partner data will be error-free, or that messaging delivery will be uninterrupted.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, CERL WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, GOODWILL, OR DATA, EVEN IF ADVISED OF THE POSSIBILITY.

Vefri's aggregate liability arising out of or related to the Service will not exceed the greater of (a) amounts paid by you to Vefri in the twelve (12) months before the claim or (b) INR 10,000, except where liability cannot be limited under applicable law.

15. Indemnification

You will defend, indemnify, and hold harmless Vefri and its affiliates, officers, and employees from claims arising out of your use of the Service, your violation of these Terms, your End Customer communications, your failure to obtain required consents, or your breach of third-party provider policies including WhatsApp and Logistics Partner terms.

16. Suspension & Termination

You may stop using the Service at any time. We may suspend or terminate access for material breach, legal risk, non-payment, abuse, or security threats. Sections that by nature should survive termination will survive, including intellectual property, disclaimers, limitation of liability, and indemnity.

17. Governing Law & Disputes

These Terms are governed by the laws of India, without regard to conflict of law principles. Courts in Bengaluru, Karnataka shall have exclusive jurisdiction, subject to mandatory consumer protections that cannot be waived.

18. Changes to These Terms

We may update these Terms from time to time. If changes are material, we will provide notice through the dashboard, email, or the website. Continued use after the effective date constitutes acceptance of the updated Terms.

19. Contact

Vefri - Legal

Email: legal@vefri.io

Privacy: privacy@vefri.io

Security: security@vefri.io