Version 1.0
This Merchant Agreement ("Agreement") is between you (company/individual/firm/partnership/body corporate), together with any company or other business entity you are representing, if any (hereinafter collectively referred as "Merchant" or "you" or "User"); and SHIPREWARD LOGISTICS PRIVATE LIMITED, a company incorporated under the laws of India, having its registered office at Shop No-477, 4th Floor, A, R Mall, Opp. Panvel Point, Mota Varachha, Surat, Chorasi, Gujarat, India, 394101 offering 'Logistics Management Services', under the name 'ShipReward' (hereinafter referred to as "we" or "ShipReward" or "Company", and together with the User referred jointly as the "Parties" and individually as a "Party").
This Agreement comes into effect when you register to use the Services (as defined below), or click on "Continue" box, and accept the terms and conditions provided herein.
By registering or clicking on the 'Continue' box, you signify your absolute, irrevocable and unconditional consent to all the provisions of this Agreement in its entirety. This Agreement constitutes a legally binding agreement between you and ShipReward. This Agreement is an extension of the terms and conditions and privacy policy under which you are allowed to use ShipReward's website ("Website") and application ("App"), and how ShipReward will treat your account while you are a member. If you have any questions about our terms, feel free to contact us at support@ShipReward.in.
You are advised to read this Agreement carefully. You expressly represent and warrant that you will not avail the Services if you do not understand, agree to become a party to, and abide by all of the terms and conditions specified below. Any violation of this Agreement may result in legal liability upon you.
The Website/App and the online/offline services of ShipReward or its affiliates, provides access to a platform that facilitates more comfortable form of e-commerce where you can use the logistics services according to your requirements as designated by ShipReward from time to time ("Service(s)").
This Agreement, among other things, provides the terms and conditions for use of the Services, primarily through a web-based practice management software hosted and managed remotely through the Website/App.
This Agreement is an electronic record in terms of Information Technology Act, 2000 and generated by a computer system, and does not require any physical or digital signatures. This Agreement is published in accordance with the provisions of Rule 3(1) of the Information Technology (Intermediaries guidelines) Rules, 2011.
ShipReward reserves the right to modify the terms of this Agreement, at any time, without giving you any prior notice. Your use of the Service following any such modification constitutes your agreement to follow and be bound by the terms of the Agreement, as modified.
Any additional terms and conditions, standard operating procedures (SOPs), service-level agreements (SLAs), terms of use, disclaimers and other policies applicable to general and specific areas of this Agreement, Website, App and/or Service shall be construed to form an integral part of this Agreement and any breach thereof will be construed as a breach of this Agreement.
Your access to use the Services will be solely at the discretion of ShipReward.
All capitalized terms used in this Merchant Agreement shall have the meanings ascribed to them in the Terms & Conditions and Privacy Policy, unless the context otherwise provides or requires.
With respect to Shipments, we have specific weight and size limitations for each individual Shipment which may vary basis the Shipping Vendor and/or location to which the Shipment is being shipped, although there is no restriction to the total weight of all Your Shipments collectively or on the number of boxes in each of Your Shipment.
Volumetric weight of a Shipment will be system calculated at the time of booking in the panel of the Platforms. The formula used to calculate the volumetric weight is:
For example, if a shipment has the following dimensions:
The volumetric weight will be — 30 × 25 × 40 / 5000 = 6 KGs
For all shipments, billing will be based on the following criteria:
Additionally, certain goods that require specialized handling, as defined under our internal operational guidelines, will be subject to an applicable special handling fee.
Depending upon the pick-up location, you will be shown two options at the time of booking Shipments, either ShipReward-Pickup or Self-Ship. Under ShipReward-Pickup, we come and collect the Shipments from Your doorstep (i.e. from the location provided by You), or alternatively You can select Self-Ship wherein, You are required to drop off the Shipments to Our nearest hub.
Once Your Shipment reaches Our hub, it is scanned, weighed and sorted as per the destination location and service selected. In case, there is any weight discrepancy in the weight mentioned and the weight recorded, it is put on hold and an email notification is sent to You for approval. Once approved it is connected to its destination. Once the package leaves Our hub, there is no additional weight discrepancy that will be debited to Your account later.
In case of international shipments, upon Shipments reaching the destination country after clearing the customs in India, the Shipments are custom cleared in the destination country and the Shipments are received at our local office from where it is forwarded to the last mile shipping carrier. Our final mile delivery Shipping Vendors vary from country to country like in the USA our Shipping Vendors are UPS, USPS and Fedex, and in Europe our Shipping Vendors are DPD or postal networks and in Canada our Shipping Vendors are Canada Post and UPS. It be noted that Our Shipping Vendors may change from time to time. In case of branded networks like DHL, UPS, FedEx & Aramex, the Shipments are connected to their respective hubs in Delhi itself and the entire journey of the Shipment is available on their tracking numbers on their respective websites.
All Shipments are attempted to be delivered at least once, in many cases deliveries are attempted twice depending upon the last mile Shipping Vendor's policy. In case no one is available to receive the packages, the Shipments may be:
If any Shipment is undeliverable due to the below mentioned reasons, the shipment will be forwarded back to Our or Our partner's local office in the destination country. The RTO charges will be billed to Your account and the package will be destroyed in most cases, except USA and Europe. Re-forwarding option is available for USA, Europe and the charges for the same will be extra.
If any Shipment is undeliverable due to the below mentioned reasons it will be forwarded back to You in India, in case it is not destroyed by the Shipping Vendor (depending upon the internal policy of the respective Shipping Vendor) in the destination country — and the applicable RTO charges will be billed to Your account. Also, if the RTO is due to non-payment of any duties and taxes by the Customer — it will be returned and billed to Your account.
ShipReward reserves the right to return to the User, the Shipments which are not accepted by the Customer for any reason whatsoever, and to apply the RTO (return to origin) charges as per the prevailing rate.
In case of non-acceptance of the RTO Shipment by the User or in case the User is not reachable for RTO Shipment, ShipReward reserves the right to levy suitable demurrage/incidental charges for extended storage of such products for any period exceeding 7 (seven) working days from initiation of the returns and up to 45 (forty-five) working days from such date. In case of non-acceptance of the Shipment beyond 10 (ten) working days from the first RTO undelivered date/first RTO delivery attempt date, ShipReward has the right to dispose such products and the User will forfeit all claims in this regard towards the ShipReward. Also, User will be required to pay charges for disposing the Shipment, along with all other charges (including demurrage/incidental charges).
Our goal is to fulfil all Your Shipments securely however if anything goes wrong, we've got you covered! You may be entitled to file a claim and get compensation in the following circumstances:
Case 1: No first scan by the last mile carrier in the destination country
(For example: You booked a shipment via ShipReward Direct service to the USA, and the last mile Shipping Vendor like UPS was generated but no scan is showing there.)
Case 2: No delivery scan by the last mile Shipping Vendor or the Shipment is Lost in transit
This is a rare case wherein the Shipment has been delivered by the last mile Shipping Vendor but the scanning does not show the final delivery scan as it is handled by the postal service of the destination country. In case your customer claims for non-delivery and a refund have been made from your side to the customer You may claim for a refund. Claim will be processed as per Claim Policy mentioned below upon presentation of buyer-seller chat along with proof of refund. In case of branded networks like DHL, UPS and Fedex, the claim policy will remain the same but the timeline to process the claim will be as per the respective carrier's policy.
To file a claim, please share the ShipReward AWB along with the relevant documents at claims@ShipReward.in.
Case 3: Package lost before inwarding in Delhi Hub
If pickup is done by ShipReward's team refund will be as per policy (mentioned below) in case of 3PL (third party logistics) only the shipping charges will be refunded.
You will be entitled to claims only in the specific circumstances mentioned above, and ShipReward shall not be liable to entertain any claims in any other circumstances including the below:
Notwithstanding anything contained herein or elsewhere, the claim policy shall be only applicable for ShipReward Self-Services i.e., and for branded networks like DHL, FedEx, Aramex and UPS their respective refund/return policy shall apply. The following process/points need to be followed/complied with respect any claim(s):
For any claim to be valid, the following points need to be observed by You to the extent applicable:
If any Non-GST registered customer does not perform any transaction for a period of 365 consecutive days, the wallet balance shall be refunded.
Shipping charges in case of ShipReward branded services shall be decided on case to case basis.
If Shipment is customs detained — additional charges will be applicable as per actual.
Please note that handling charges set out above are for a maximum Shipment weight of:
| Country | Maximum Weight (volume or dead weight, whichever is higher) |
|---|---|
| USA | 22 KGs |
| UK | 30 KGs |
| Europe | 30 KGs |
| Australia / NZ | 20 KGs |
| Canada | 20 KGs |
In case of package volume or dead weight is higher than the above mentioned slabs there will be an additional handling charge of Rs. 4,000/- plus GST, up to a maximum of additional 10 KGs higher.
The said charges will be mentioned at the time of booking in case of ShipReward branded services. For all other non-ShipReward branded services remote area charges shall be applicable as per the respective service provider's policy.
ShipReward has the right to deduct or refund any difference on duty/tariff that is being charged or refunded on the parcel sent by the customer using ShipReward services. The same shall be added or subtracted directly from the wallet balance without any prior notification.
The Reforwarding charges shall be as set below for ShipReward branded services, or as amended from time to time. For all other non-ShipReward branded services reforwarding charges shall be applicable as per the respective service provider's policy:
| Region | Up to 500 grams | 500 grams to 5 KG |
|---|---|---|
| USA | $15 | $25 |
| Europe | €20 | €30 |
| Canada | CAD 20 | CAD 30 |
In case any Shipment booked by the Merchant is found to be mis-declared, ShipReward shall be entitled to levy an administrative misdeclaration charge of INR 5,000 per Shipment and recover/deduct the same directly from the Merchant's wallet/settlement without any prior notice. Further, no request for RTO (Return to Origin) shall be entertained for such Shipments, and the Merchant may opt for self-pick-up of the seized shipment within 7 (seven) working days from the date of intimation, failing which ShipReward shall have the right to destroy/dispose of the shipment through authorized channels, at the Merchant's sole risk, cost, and liability, without any further claim whatsoever.
In the event any Shipment booked by the Merchant is found to contain Prohibited or Restricted Items (as defined under this Agreement, Applicable Law, or carrier/customs regulations), the Merchant shall be deemed to be in material breach of this Agreement, and ShipReward shall be entitled to impose a penalty of INR 50,000 (Rupees Fifty Thousand Only) per Shipment, recoverable/deductible immediately from the Merchant's wallet/settlement without prior notice. ShipReward may, at its sole discretion, inform and cooperate with relevant government/law-enforcement authorities, and no request for RTO (Return to Origin) or self-pickup shall be entertained for such Shipments, which shall be seized and destroyed/disposed of through authorized channels without any liability on ShipReward. Further, in case the Merchant is found to be a repeat offender (two or more instances of Prohibited Item shipments), ShipReward shall have the right to permanently suspend/ban the Merchant's account, in addition to pursuing all other contractual, civil, and criminal remedies available under law.
Additionally, certain goods that require specialized handling, as defined under our internal operational guidelines, will be subject to an applicable special handling fee.
This Merchant Agreement is read together with our Terms & Conditions and Privacy Policy. By using the Services, you confirm that you have read, understood, and accepted all of them.