SolutoZeeX Terms & Conditions

2. Our Services and Use of the Website

SolutoZeeX provides outsourced ecommerce operations for D2C and online brands. Our services include email, live chat, WhatsApp, social media and voice support; order, returns and refunds management; helpdesk setup and automation; store and marketplace operations; and related marketing services. The exact scope of any engagement is set out in your Service Agreement or the plan you choose.

You may use our website for lawful purposes only. You agree not to:

• Copy, scrape, resell or republish our website content, pricing or materials without written permission
• Submit false, misleading or someone else's information through our forms
• Interfere with the website's security or operation, or try to gain unauthorised access to it
• Use the website to send spam or harmful code, or for any unlawful or fraudulent purpose

Website content, including blogs, case studies and guides, is for general information only. It is not professional, legal or financial advice. Statistics and results shown, such as case study outcomes, reflect specific engagements and are not a guarantee of future results.

3. Proposals, Onboarding and the 15-Day Pilot

Proposals. Submitting a form or booking a call does not create a contract. Our proposals and quotes are valid for 30 days unless they say otherwise. An engagement begins when you accept a proposal or Service Agreement in writing, or when you make the first payment.

Onboarding. To start, we need access to your tools, product information, policies, macros and brand guidelines. Timelines in our proposals assume you provide these promptly. Delays on your side may delay go-live.

15-Day Pilot Program. Our Pilot lets you test our quality and communication before a longer commitment.

• The Pilot runs for 15 days from the agreed start date and covers the scope we confirm with you in writing
• The Pilot is offered free of charge, unless we agree otherwise in writing, and you have no obligation to continue afterwards
• We may set a cap on ticket volume, channels or working hours during the Pilot
• Pilot places are limited, and we may accept or decline any application at our discretion
• Sections 5 to 8 of these Terms (client responsibilities, confidentiality, data protection, liability and non-solicitation) apply in full during the Pilot
• If you continue after the Pilot, the paid plan or Service Agreement you choose will apply

4. Fees, Payment, Cancellation and Refunds

Plans and pricing. Our plans and prices are shown on our website or in your proposal. Prices are in US dollars unless stated otherwise and exclude taxes. We may change our published prices at any time, but changes will not affect a billing period you have already paid for. For an ongoing plan, we will give you at least 30 days' notice of a price change.

Payment. Invoices are due within 7 days of the invoice date. We accept bank transfer, card and the other payment methods listed on the invoice. Overdue amounts may incur a late fee of 1.5% per month or the maximum allowed by law, whichever is lower. If payment is more than 14 days overdue, we may pause services after giving you written notice.

Taxes. You are responsible for all applicable taxes, including GST for clients in India. Where we must charge tax, we will add it to the invoice.

No long-term commitment. Monthly plans have no minimum term unless your Service Agreement says otherwise. You may cancel by emailing us at least 15 days before your next billing date. Cancellation takes effect at the end of the current billing period, and you will receive services until then.

Refunds. Because our fees pay for the time and team we reserve for you, fees for a billing period that has started are non-refundable. We will refund any prepaid fees for a future period that has not started if you cancel in line with these Terms, or if we end the engagement without you being in breach. Fair complaints about service quality should be raised within 7 days so we can put them right; we may offer a service credit at our discretion.

5. Your Responsibilities

Our support is only as accurate as the information we are given. As a client, you agree to:

• Give us access to your helpdesk (such as Gorgias, Zendesk or Freshdesk), ecommerce platform (such as Shopify), messaging channels and other tools we need, using user accounts we can be given, not shared personal logins
• Keep us informed about your products, prices, stock, shipping, returns and refund policies, and tell us promptly when anything changes
• Approve policies and limits, including when we may issue refunds, replacements, discounts or store credit on your behalf, and up to what amount
• Hold the right licences for the third-party tools we use for you, and pay their fees unless your Service Agreement says otherwise
• Make lawful requests only. You will not ask us to mislead customers, send spam, ignore consumer rights, or break any law or platform rule
• Have permission to share customer data with us, including notices to your customers that meet applicable privacy laws

We are not responsible for errors caused by inaccurate, outdated or incomplete information, instructions or policies you give us. We act on your behalf and in your brand's name, and the decisions on refunds, replacements and customer outcomes remain yours.

6. Confidentiality, Data Protection and Intellectual Property

Confidentiality. Each party will keep the other's non-public business information confidential, use it only for the engagement, and share it only with people who need it and are bound by similar duties. This includes your customer lists, sales figures, policies and internal processes, and our pricing, playbooks and methods. These duties last during the engagement and for 3 years after it ends, and indefinitely for personal data and trade secrets. They do not apply to information that is public, already known, independently developed, or that must be disclosed by law.

Data protection. When we handle your customers' personal data, you are the data controller (data fiduciary) and we act as your processor. We will process that data only on your instructions and as described in our Privacy Policy and any data processing agreement between us. We will use reasonable security measures and tell you without undue delay if we become aware of a data breach affecting your data.

Your intellectual property. You keep all rights in your brand, trademarks, products, content and customer data. You give us a limited licence to use them only to deliver our services. With your permission, we may name you as a client and use your logo in our marketing; you can withdraw this permission at any time.

Our intellectual property. We keep all rights in our website, content, methods, training materials, templates and know-how. Macros, SOPs, workflows and other materials we create specifically for you become yours once you have paid for them in full, but we may reuse general know-how and non-confidential templates with other clients.

7. Service Levels, Liability and Indemnity

Service levels. We will perform our services with reasonable skill and care, using trained team members. Response times, coverage hours and other service levels apply only if they are written into your plan or Service Agreement. Results and figures on our website, such as faster response times or higher satisfaction, are examples, not guarantees.

Third-party platforms. Our services depend on tools we do not control, such as Shopify, Gorgias, Zendesk, WhatsApp, payment gateways and carriers. We are not responsible for their outages, errors, policy changes or data loss, or for delays caused by them.

Disclaimer. Except as expressly set out in these Terms or your Service Agreement, our website and services are provided "as is" and "as available", and we make no other warranties, to the extent the law allows.

Limitation of liability. To the extent the law allows:

• Neither party is liable for indirect or consequential loss, or for loss of profit, revenue, sales, goodwill or data, even if it was foreseeable
• Our total liability arising from an engagement is limited to the fees you paid us for that engagement in the 3 months before the event giving rise to the claim
• Nothing in these Terms limits liability for fraud, wilful misconduct, death or personal injury caused by negligence, or anything else that cannot be limited by law

Indemnity. You will indemnify SolutoZeeX against third-party claims, losses and reasonable costs arising from your products, your policies, instructions you gave us, content you supplied, or your breach of these Terms or of law. We will indemnify you against third-party claims arising from our wilful misconduct or our breach of confidentiality.

8. Non-Solicitation, Term and Termination

Non-solicitation of our team. We invest heavily in recruiting and training the specialists who work on your account. During the engagement and for 12 months after it ends, you agree not to directly or indirectly hire or engage any SolutoZeeX team member who worked on your account, without our written consent. If you would like to hire someone, talk to us: we may agree a placement fee equal to 25% of that person's annual compensation. General job adverts not aimed at our team are not a breach.

Term. These Terms apply while you use our website or services. Each engagement lasts for the period in your plan or Service Agreement.

Termination by you. You may cancel a monthly plan as set out in Section 4.

Termination by us. We may suspend or end services by written notice if:

• You do not pay an invoice within 14 days of a reminder
• You materially breach these Terms and do not fix the breach within 7 days of notice
• You ask us to do something unlawful, misleading or unsafe
• You become insolvent or stop trading

We may also end an engagement for any reason with 30 days' written notice, and will refund any fees prepaid for the period after it ends.

After termination. You will pay all fees for services delivered up to the end date. We will remove our access to your systems and, at your choice, return or delete your data within 30 days, unless the law requires us to keep it. Sections on payment, confidentiality, data protection, intellectual property, liability, indemnity, non-solicitation and governing law continue to apply.

9. Governing Law, Disputes and General Terms

Governing law. These Terms are governed by the laws of India.

Disputes. We would much rather solve problems by talking. If a dispute arises, either party may give written notice, and senior representatives will try in good faith to resolve it within 30 days. If that fails, the dispute will be settled by arbitration under the Arbitration and Conciliation Act, 1996, by a sole arbitrator appointed by mutual agreement. The seat of arbitration will be Noida, Uttar Pradesh, India, and proceedings will be in English. Subject to this, the courts at Gautam Buddh Nagar (Noida), Uttar Pradesh have exclusive jurisdiction.

Force majeure. Neither party is liable for delays caused by events beyond its reasonable control, such as natural disasters, epidemics, war, government action, strikes, power or internet failures, or outages of third-party platforms. Payment obligations for services already delivered are not excused.

General.

• Independent contractors. We are an independent service provider. Nothing in these Terms creates a partnership, joint venture or employment relationship.
• Assignment. You may not transfer your rights under these Terms without our written consent. We may assign them as part of a reorganisation, merger or sale of our business.
• Notices. Notices must be in writing and sent by email to the addresses each party gives the other.
• Entire agreement. These Terms, our Privacy Policy and any Service Agreement form the whole agreement between us on their subject.
• Severability and waiver. If any part of these Terms is unenforceable, the rest stays in force. Not enforcing a right now does not waive it.
• Changes. We may update these Terms by posting a new version here with a new "Last updated" date. Changes will not affect a billing period already paid, and we will notify active clients of material changes by email.

10. Contact Us

Questions about these Terms? Contact us: