Terms & Conditions

The Terms and Conditions (T&C/ Agreement) contained herein along with the Privacy Policy and Terms of Use, form an Agreement regulating our relationship with regard to the use of Tensor Logistics Private Limited https://www.shipmozo.com (Platform) (“Site”) by you.
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These T&C/ Agreement governs your access to and use of our platform, services (whether through the website itself or through such other media or media channels, devices, software, or technologies as we may introduce/launch from time to time), applications and/or websites (including the webpages contained or hyperlinked therein and owned or controlled by us) (” Platforms” and/or “Services”). Certain features of Platforms and/or Services may be subject to additional guidelines, terms or rules (“Usage Rules”), which will be posted on our Platforms and/or Services and are incorporated by reference into this Agreement.
These terms of use (Terms) constitute a legally binding agreement between you and the Company regarding your use of the web site i.e. https://www.shipmozo.com and any Services offered by the company including but not limited to delivery of content via the Site, any mobile or internet connected device or otherwise.
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By accessing the Site or Service and/or by clicking “I agree” on the sign up page, you agree to be bound by these Terms. If you do not agree to the terms and conditions of this agreement in full, then you should not use or otherwise access our platforms and/or services and you must exit now. You here by represent and warrant to the Company that you are at least eighteen (18) years of age or above and are capable of entering, performing and adhering to these Terms and that you agree to be bound by the following terms and conditions. While individuals under the age of 18 may utilize the Service of the site, they shall do so only with the involvement & guidance of their parents and / or legal guardians, under such Parent /Legal guardian’s registered account. You agree to register prior to uploading any content and / or comment and any other use or services of this site and provide your details including but not limited to complete name, age, email address, residential address, contact number.
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Please read this Agreement carefully. You are advised to regularly check for any amendments or updates to the terms and conditions from time to time. Tensor Logistics Private Limited (“Company/ Shipmozo”) may add to or change or update these Terms of Use, from time to time entirely at the its own discretion. You are responsible for checking these Terms of Use periodically to remain in compliance with these terms. Your use of Site and any amendment to the Terms of Use shall constitute your acceptance of these terms and you also agree to be bound by any such changes/revisions/amendments.
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We may also, in our sole and absolute discretion, choose to alert you about any change in the terms of this Agreement by sending an email to the email address provided to us by you. It is therefore important that you regularly review the updated versions of the Agreement and keep your contact information current in your account settings to ensure that you are informed of any such changes. Modifications to this Agreement shall be effective immediately after being posted on our Platforms or Services. Also, occasionally there may be information on our Platforms or Services that contains typographical errors, inaccuracies or omissions that may relate to service descriptions, pricing, availability, and various other information, and we reserve the right to correct any such errors, inaccuracies or omissions and to change or update such information at any time, without prior notice.
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You accept the Site Terms of Use, Privacy Policy and other Site policies by clicking the “secure login/register” button when registering and logging into the Site; accessing or using Site, services, applications, and tools provided herein; or as otherwise indicated on a specific site, service, application, or tool from time to time. Some Site services, applications, and tools may have additional or other terms, agreements, or policies that govern their availability and use. Your use of and access to such sites, services, applications, and tools are subject to any and all terms, agreements, or policies applicable to them.
Any clause of terms and conditions if deemed invalid, void or for any reason unenforceable, shall be deemed severable and shall not affect the validity and enforceability of the remaining clauses of the terms and conditions.

Our Platforms and/or Services

Our Platforms and/or Services are a third-party marketplace for customers like you (“Customers”) to view, discuss, place orders for courier services, and pick-up and/or delivery goods/courier packages in connection therewith, with participating courier service providers (“Service Providers”), and we are a merchant of such order placement services only. Neither we, our Platforms nor our Services is/are a merchant of courier services, or any pickup or delivery services in connection therewith, and do not sell or control the Service Providers or the quality of any courier services, or any pick-up or delivery services therewith provided by the Service Providers.
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On receiving an order from you, we will communicate your order requirement with the Service provider selected by you at the time of ordering and facilitate a pick-up of the parcel/courier package through such Service Provider.
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The Service Providers have entered into agreements/arrangements with us to comply with state and central laws, rules, regulations and standards pertaining to courier services, sale, marketing and safety of courier packages. We, including our Platforms and/or Services, do not in any way verify the credentials or representations of any of the Service Providers, the service levels or the quality of any their products or services offered by the Service Provider, or the Service Provider’s compliance with applicable laws.
The Customers using our Platforms and/or Services must make themselves comfortable through the information provided by the Service Providers on our Platforms, by contacting the Service Providers directly, or through such other means or methods as they may deem appropriate, as to the quality of products and services and reliability of the Service Providers and the Service Providers’ compliance with applicable laws.
We, including our Platforms and/or Services, do not in any way guarantee the quality of any Service Provider or any pickup-up or delivery service in connection therewith, or any compliance thereof with applicable laws. In addition, a Service Provider may represent certain standards with respect to their courier services (or other services); we do not investigate or verify any such representations. We shall not be liable or responsible for any courier service or any other services, offered by the Service Providers or any errors or misrepresentations made by them (including on or through our Platforms and/or Services).

The all-in-one shipping platform you've been looking for

Definitions

The Terms and Conditions (T&C/ Agreement) contained herein along with the Privacy Policy and Terms of Use, form an Agreement regulating our relationship with regard to the use of Tensor Logistics Private Limited https://www.shipmozo.com (Platform) (“Site”) by you.

These T&C/ Agreement governs your access to and use of our platform, services (whether through the website itself or through such other media or media channels, devices, software, or technologies as we may introduce/launch from time to time), applications and/or websites (including the webpages contained or hyperlinked therein and owned or controlled by us) (” Platforms” and/or “Services”). Certain features of Platforms and/or Services may be subject to additional guidelines, terms or rules (“Usage Rules”), which will be posted on our Platforms and/or Services and are incorporated by reference into this Agreement.These terms of use (Terms) constitute a legally binding agreement between you and the Company regarding your use of the web site i.e. https://www.shipmozo.com and any Services offered by the company including but not limited to delivery of content via the Site, any mobile or internet connected device or otherwise.At Shipmozo, we offer a range of services, including domestic and international shipping, shipping label generation, and COD shipments. Our platform includes features like timely tracking, automated order processing, and options for custom packaging solutions.

By accessing the Site or Service and/or by clicking “I agree” on the sign up page, you agree to be bound by these Terms. If you do not agree to the terms and conditions of this agreement in full, then you should not use or otherwise access our platforms and/or services and you must exit now. You here by represent and warrant to the Company that you are at least eighteen (18) years of age or above and are capable of entering, performing and adhering to these Terms and that you agree to be bound by the following terms and conditions. While individuals under the age of 18 may utilize the Service of the site, they shall do so only with the involvement & guidance of their parents and / or legal guardians, under such Parent /Legal guardian’s registered account. You agree to register prior to uploading any content and / or comment and any other use or services of this site and provide your details including but not limited to complete name, age, email address, residential address, contact number.Our multi carrier shipping platform is designed to integrate with major eCommerce platforms such as Shopify, WooCommerce, Magento, and more, making it easy for businesses to manage their shipping operations from a single dashboard.

Please read this Agreement carefully. You are advised to regularly check for any amendments or updates to the terms and conditions from time to time. Tensor Logistics Private Limited (“Company/ Shipmozo”) may add to or change or update these Terms of Use, from time to time entirely at the its own discretion. You are responsible for checking these Terms of Use periodically to remain in compliance with these terms. Your use of Site and any amendment to the Terms of Use shall constitute your acceptance of these terms and you also agree to be bound by any such changes/revisions/amendments.


We may also, in our sole and absolute discretion, choose to alert you about any change in the terms of this Agreement by sending an email to the email address provided to us by you. It is therefore important that you regularly review the updated versions of the Agreement and keep your contact information current in your account settings to ensure that you are informed of any such changes. Modifications to this Agreement shall be effective immediately after being posted on our Platforms or Services. Also, occasionally there may be information on our Platforms or Services that contains typographical errors, inaccuracies or omissions that may relate to service descriptions, pricing, availability, and various other information, and we reserve the right to correct any such errors, inaccuracies or omissions and to change or update such information at any time, without prior notice.

You accept the Site Terms of Use, Privacy Policy and other Site policies by clicking the “secure login/register” button when registering and logging into the Site; accessing or using Site, services, applications, and tools provided herein; or as otherwise indicated on a specific site, service, application, or tool from time to time. Some Site services, applications, and tools may have additional or other terms, agreements, or policies that govern their availability and use. Your use of and access to such sites, services, applications, and tools are subject to any and all terms, agreements, or policies applicable to them.Any clause of terms and conditions if deemed invalid, void or for any reason unenforceable, shall be deemed severable and shall not affect the validity and enforceability of the remaining clauses of the terms and conditions.

“Agreement” means the Terms and Conditions (T&C) contained herein along with the Privacy Policy and Terms of Use including other T&C at other portals of Shipmozo under the name. It will also include references to this Agreement as and when amended, notated, supplemented, varied or replaced.“WebSite/ Site” or “https://www.shipmozo.com/”- means the online platform owned and operated by Tensor Logistics Private Limited, which provides a venue to the Users to to view, discuss, place orders for courier services, and pick-up and/or delivery goods/courier packages in connection therewith, with participating courier service providers/ Service Providers.“Service Providers” shall mean the person or any legal entity who offers for sale, sells, displays, on the online platform provided by Shipmozo website and provides courier services, and pick-up and/or delivery goods/courier packages services to the Customers.“Customer” / “Buyer” shall mean the person or any legal entity who accepts the offer for sale on https://www.shipmozo.com by placing an order for courier services offered for sale on https://www.shipmozo.com.“User/You/ Your” means and includes you and/or any person or an entity including Courier Service Providers using or accessing the services provided on this Site and any person who access or avail this Site of the Company for the purpose of availing services provided by Service Provider, hosting, publishing, sharing, transacting, displaying or uploading information or views and includes other persons participating in using the Site.The term “We”, “Us”, “Our” shall mean the Company/ Shipmozo.“Product/s/ Courier Services” connotes the goods, services promoted / displayed on the Site and offered for any use / sale.

Online Purchases

This Website is only a venue where Users may meet and interact with Service Providers for their sale and purchase transactions. Therefore, Shipmozo acts as a facilitator for such sale and all commercial / contractual terms are offered by and agreed to between buyers and Service Providers alone. The commercial / contractual terms include without limitation price, shipping costs, date, period, mode of delivery, warranties related to Products/ Courier Services and other services including after sales services related to products and services, etc., over which the Service Provider has complete control and the same may be subject to change. You agree, understand and acknowledge that https://www.shipmozo.com is an online platform, a venue enabling the Users/ Customers to buy Courier Services. You hereby acknowledge and agree that in case of failure of confirmation of a purchase by a Service Provider, Shipmozo shall not be liable in any manner to You. You further agree and acknowledge that the Shipmozo is not involved in any sale and purchase of goods/products/ Courier Services and cannot warranty the quality and merchantability of the Courier Service, Services rendered by the Service Providers. Shipmozo is only a facilitator, an intermediary and is not and cannot be a party to or control in any manner any transactions between the Service Provider/ Vendor/Seller and the Customer/Buyer. Shipmozo shall neither be responsible nor liable to mediate or resolve any disputes or disagreements between the Users and the Service Providers. Shipmozo shall neither be liable nor responsible for any actions or inactions of Service Providers, Vendors and/or Sellers or any breach of conditions, representations or warranties by them. Shipmozo does not sell or retail any products/ Services and does not ensure that the Service Providers, Users shall perform their obligations in respect of the transaction concluded on this Site and further expressly disclaims any warranties or representations express or implied in respect of quality, safety, merchantability, fitness for a particular purpose, or legality of the Courier Services/ products listed and transacted on Website. You further agree and undertake that you are accessing the services available on this Site and transacting at your sole risk and are using your best and prudent judgment before entering into any transaction through this Site. Shipmozo accepts no liability for any errors or omissions, whether on behalf of itself or third parties. Shipmozo shall not be responsible and shall not be liable for any non-performance or breach of any contract entered into between Users. Before placing an order you are advised to check the terms and conditions on the reverse of the way bill carefully. By placing an order for Courier Services you agree to be bound by the conditions of sale included in the service description and also on the reverse of the way bill of the Service Provider.

The agreement between you and Shipmozo is subject to the following terms and conditions:

1. The User certifies that he/she is at least 18 (eighteen) years of age.
2. These terms and conditions supersede all previous representations, understandings, or agreements and shall prevail notwithstanding any variance with any other terms of any order submitted or your login through other group or related ID. By using the services of Shipmozo you agree to be bound by the Terms and Conditions.
3. All prices, unless indicated otherwise are in Indian Rupees.
4. By indicating User’s acceptance to purchase any product or service offered on the Site, user is obligated to complete such transactions after making payment. Users shall prohibit from indicating its acceptance to purchase products and services where it does not intend to complete such transactions.
5. Shipmozo is neither responsible for any non-performance or breach of any contract entered into between Users nor make any representation or Warranty as to the attributes (such as quality, worth, marketability, etc.) of the products or services proposed to be sold or offered to be sold by the seller or purchased by the buyer, on the Website.
6. You are advised to independently verify the bona fides of any particular Courier Service/ Deal that you choose to buy on the Website and use your best judgment in that behalf. Shipmozo, accepts no liability for any errors or omissions, whether on behalf of itself or its channel partners/ Sellers/ Service Providers or third parties.
7. In a credit card transaction, you must use your own credit card. Shipmozo will not be liable for any credit card fraud. The liability to use a card fraudulently will be on the User and the onus to ‘prove otherwise’ shall be exclusively on the User. To provide a safe and secure shopping experience, we regularly monitor transactions for fraudulent activity. In the event of detecting any suspicious activity, Shipmozo reserves the right to cancel all past, pending and future orders without any liability.
8. The User agrees to use the services provided by Shipmozo, its affiliates, consultants and contracted companies, for lawful purposes only.
9. The User agrees not to make any bulk purchase to indulge into any reseller activities. In case of any such instances, Shipmozo reserves all rights to cancel the current and future orders and block the concerned User account.
10. The User agrees to provide authentic and true information. Shipmozo reserves the right to confirm and validate the information and other details provided by the User at any point of time. If upon confirmation such User details are found to be false, not to be true (wholly or partly), Shipmozo shall in its sole discretion reject the registration and debar the User from using the Services available on its Website, and / or other affiliated websites without prior intimation whatsoever.
11. Shipmozo will not be responsible for any damage suffered by Users from use of the Services and/ or Courier Services on the Website/ Site. This without limitation includes loss of revenue/data resulting from delays, non-deliveries, missed deliveries, or service interruptions as may occur because of any act / omission of parties. This disclaimer of liability also applies to any damages or injury caused by any failure of performance, error, omission, interruption, deletion, defect, delay in operation or transmission, computer virus, communication line failure, theft or destruction or unauthorized access to, alteration of, or use of record, whether for breach of contract, tortuous behaviour, negligence, or under any other cause of action.
12. Failure/ denial by a Service Provider to honor the order/ deal needs to be reported within 24 hrs of the purchase of the deal/ Services/ Courier Service.
13. Cancellation on User’s request, may not be allowed, subject to the specific terms and conditions applicable to the type of product or service purchased.
14. All order/sub orders cancelled will be refunded as per the payment mode selected by customer.
15. Shipmozo as a merchant shall be under no liability whatsoever in respect of any loss or damage arising directly or indirectly out of the decline of authorization for any Transaction, on Account of the Cardholder having exceeded the preset limit mutually agreed by us with our acquiring bank from time to time.
16. Shipmozo reserves the right to send transactional emails and SMS’s related to any order placed by a User and the User agrees that the same will not tantamount to spam. By submitting your mobile number, you agree to receive calls/SMS’s from Shipmozo or its authorized representative, irrespective of your registration on Do Not Disturb (DND) with your telecom service provider.
17. You agree to receive calls from Shipmozo and its agents, merchants, Service Providers, courier partners seeking clarification/information regarding your order and any other related information as and when required and disclaim any liability of Shipmozo in this regard.
18. Shipmozo reserves the right to withhold COD remittance, The COD Remittance will not be released by Shipmozo, If there is a negative balance in your Shipmozo wallet. To ensure timely release of COD remittances, please maintain a positive balance in your wallet.
19. As per Ekart's policy, we are unable to investigate issues related to forward delivery. Hence, Shipmozo will not be responsible for any disputes or claims regarding forward shipments handled by Ekart. By using our services, you acknowledge and agree that such cases will be closed without further investigation.
20. In India Post's Shipment, Cycle of lost shipment is 90 days from the date of pick up, If shipment will not deliver to the buyer either not got RTO delivered back to seller within 90 days, so courier will mark shipment as lost and There is no liability for India Post's Shipments.
21. In the event that any B2C shipment is reported as Lost, the claim/compensation amount shall be determined strictly in accordance with the investigation outcome and liability policies defined by the respective Courier Partner.
    Post investigation, the maximum liability (COF – Claim on File) payable will be limited to the following courier-wise caps:
    Ekart – Up to ₹3,000
    Amazon ATS – Up to ₹5,000
    Delhivery – Up to ₹5,000
    Blue Dart – Up to ₹5,000
    Shadowfax – Up to ₹5,000
    Xpressbees – Up to ₹2,000
    DTDC – Up to ₹3,000 or Invoice Value (whichever is lower)
    
    Special Clause – Delhivery
    For shipments booked through Delhivery, the courier provides coverage up to INR 5,000 per shipment in case of loss, damage, or shortage.
    However, if the shipment value is above INR 5,000, Delhivery will only issue a Certificate of Facts (COF), and no compensation will be provided, including the standard INR 5,000 coverage.
    To ensure full protection for high-value shipments, we strongly recommend that sellers arrange third-party insurance. In such cases, neither Delhivery nor the company will be able to process any claim.
    

Policy on Combining Food and Non-Food Items in a Single Shipment

Policy Overview:
Shipmozo strives to ensure safe, reliable, and claim-compliant shipping experiences for all our sellers. In line with this, the following policy outlines the handling and claim eligibility for shipments that contain food items (perishable or consumable products) combined with non-food items.
1. Non-Compensable Nature of Food Shipments :
As per Shipmozo’s existing Terms & Conditions, food items are entirely non-compensable, irrespective of the nature of loss or damage. This is due to the sensitive handling, perishability, courier partner restrictions, and liability limitations associated with food products.

2. Mixed-Content Shipments (Food + Non-Food) :
If a shipment contains a combination of food and non-food items, the entire shipment is deemed ineligible for any claim, including the non-food portion. This is because:Courier partners do not perform partial checks, deliveries, or disposals,Damage, leakage, or spoilage from food items can compromise the integrity of the entire shipment,Claims cannot be processed separately for individual components within one parcel,It creates logistical and operational liability gaps that cannot be validated or reimbursed.

3. Policy Enforcement:
Sellers are strictly advised not to combine food and non-food products in a single shipment. If such a shipment is identified, no partial or full claim will be accepted, even if the non-food items are damaged or lost.This policy ensures consistency, avoids misuse, and aligns with partner courier regulations.
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4. Recommendation:
For safe and claim-compliant shipping:Always ship food and non-food items separately.Declare product contents accurately while creating the shipment.Follow packaging and handling guidelines as outlined by the courier and Shipmozo platform.

For any clarifications, please reach out to our Support Team at [support@shipmozo.com] or via our helpdesk portal.

Third Party Information

The content on the Website which includes all text, graphics, user interfaces, visual interfaces, photographs, trademarks, logos, sounds, music, design documents, and artwork is a combination of Third Party content and our content. We have no control over such third party user generated content as We are merely an intermediary for the purposes of this Terms of Service. In the event, if any of the Third Party Content infringes any Intellectual Property of any person, the User shall be solely responsible for any loss caused and We shall not be liable. You may send us an email at info@shipmozo.com to report any such content.The use of such content and it being reproduced, republished, uploaded, posted, publicly displayed, encoded, translated, transmitted or distributed in any way (including “mirroring”) to any other computer, server, Website or other medium for publication or distribution or for any commercial enterprise, without our express prior written consent is not allowed.

Air Restricted Shipments – Surface Movement & Charges Policy

If any shipment is booked under air courier mode but the product is identified as air restricted, the shipment will be moved via surface mode at the sole discretion of the courier/logistics partner. In such cases, air freight charges will still be applicable, and no refund or adjustment of freight charges will be provided under any circumstances.

It is the sole responsibility of the seller to ensure that they are fully aware of the nature of their product and whether it falls under air-restricted categories before booking the shipment. Non-compliance or lack of awareness will not be considered a valid reason for any refund or dispute.

Minimum Wallet Balance Requirement

The seller is required to maintain a minimum wallet balance of ₹100 to initiate shipment creation on the platform. In the event that the available wallet balance falls below the prescribed threshold, the system shall restrict the creation of new shipments until the balance is adequately replenished.

Mandatory Manifest Acknowledgment Requirement

It is mandatory for the seller to obtain a manifest form duly signed and acknowledged by the courier personnel or hub staff at the time of shipment pickup or while handing over the shipment directly at the hub. This signed manifest serves as the primary proof of pickup or handover. In the absence of shipment scan updates or pickup status confirmation, this document will be required to initiate any further investigation. Without a valid signed manifest or equivalent proof, Shipmozo shall not be liable to proceed with any claims or inquiries related to unscanned or missing shipments.

Reviews, comments and other User Content

The content that You upload or post will become Our property and You grant Us the worldwide, perpetual and transferable rights in such Content. We shall be entitled to, consistent with Our Privacy Policy as adopted in accordance with applicable law, use the Content, or any of its elements for any type of use forever, including but not limited to promotional and advertising purposes and in any media whether now known or hereafter devised, including the creation of derivative works that may include the Content You provide and are not entitled to any payment or other compensation for such use. You also grant Us the right to sub-license these rights, and the right to bring an action for infringement of these rights. We reserve the right to edit or remove any material submitted to this Website, or stored on Our servers, or hosted or published upon this Website.We have the right to upload content on behalf of third parties, subsequent to collecting such information and verifying it if we deem it necessary. Notwithstanding this, We can in no way be held liable for any false or misleading information.Users of our website may post reviews, comments and other content; as long as the content is not illegal, obscene, abusive, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties, or objectionable and does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of “spam”. In case a User uses a false e-mail address, impersonates any person or entity, or otherwise misleads as to the origin of any content, Shipmozo the right to remove, refuse, delete or edit any content that violates these Conditions of use and, or terminate your permission to access or use our website.

Typographical Errors

In the event a Services/ Courier Services/ Deal/Coupon is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or contents of Services/ Courier Services/ Deal/Coupon information received from our Service Providers, channel partners or suppliers, Shipmozo shall have the right to refuse or cancel any orders placed listed with incorrect price or information. Shipmozo shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit/debit card charged. If your credit/debit card has already been charged for the purchase and your order is cancelled, Shipmozo shall issue a credit to your credit/debit card account in the amount of the charge.

Online Payment

In order to facilitate payments for deals/ Coupons purchased by You through Website, Shipmozo offers an online payment gateway facility that will facilitate You to make payments in respect thereof to Shipmozo using netbanking, credit/debit card account or any other mode acceptable and made available to the users from time to time, subject to Your complete acceptance and adherence to the terms and conditions hereof as well as the terms and conditions of the website of the payment gateway service provider/s.

Claim Liability – Movin B2B Shipments

Shipments processed via Movin B2B shall not be eligible for any claims under circumstances including, but not limited to, loss, damage, partial loss, incomplete delivery, or wrong delivery. The platform shall bear no liability for such cases, and no compensation will be entertained under any circumstances.

DAMAGED SHIPMENTS – DELIVERY & DOCUMENTATION POLICY

If any prohibited, eatable, or liquid item is found damaged prior to delivery or RTO delivery, such shipments will not be delivered or returned to the origin. These shipments shall be disposed of in accordance with the courier partner’s policies and applicable regulations.Further, images of the damaged shipment will be shared only if available with the courier partner. In the absence of such images, the same will not be provided under any circumstances.

High-Risk or Poorly Packaged Shipments Clause

If a seller dispatches a product that is either poorly packaged or has the potential to leak, break, or cause damage to other shipments, the courier company shall not be held responsible for its delivery to the buyer or return to origin (RTO). Such shipments may be immediately disposed of without any prior intimation to prevent operational and financial damage to the network.Examples of such items include, but are not limited to: Oil, Ghee, Liquids, Chemicals, or Fragile Goods packed improperly.
In these cases, no claims, refunds, or compensations will be entertained, and the responsibility lies entirely with the seller. Repeated violations may lead to account suspension.

Credit Card details

You agree, understand, undertake and confirm that the credit/debit card details provided by You for making payments for deals/ Coupons purchased through Website, either through the on-line payment gateway mechanism will be correct, current, complete and accurate and you shall not use the credit card/ debit card or any other bank account which is not lawfully owned by you. The aforesaid information provided by You will not be shared by Shipmozo with any of the third parties unless required by law, regulation or court order or for facilitating and completing the purchases made by You. Shipmozo will not be responsible for any financial loss, inconvenience or mental agony resulting from misuse of your ID/password/credit card number/account details in anyway.

Registration/ Membership

Membership cannot be availed of by those who are deemed Incompetent to Contract under the Indian Contract Act, 1872 subject to the aforementioned conditions.If the option is available then the User may also choose to link your social network profile of Facebook and Google+ with Us and use that as the login credentials. Shipmozo shall use the same to retrieve certain details from them including name, birthday, gender, location, email ID and access Your friends’ list. However Shipmozo shall not post anything on User’s behalf without User’s permission.Registration of the User on the Website is Mandatory. The User agrees and undertakes at all times to be responsible for maintaining the confidentiality of the password and user id, and shall be fully responsible for all activities that occur by use of such password or user id. Further, the User agrees not to use any other party’s under ID and Password for any purpose whatsoever without proper authorization from such party.User are responsible for the security of User’s password and for all transactions undertaken using User’s password on the Website. User agrees and acknowledges that in case User shares his/ her user details with any third party or third party gains access to the account of User howsoever it may be, the User shall be responsible for all the transactions undertaken by the third party from the User’s account. User confirms that he/she is the authorized holder of the credit card or the original account holder used in the transactions under this Site. Shipmozo will not be responsible for any financial loss, inconvenience or mental agony resulting from misuse of user’s ID/password/credit card number/account details number for using Shipmozo’s Services.The user also agrees and undertakes to immediately notify Shipmozo of any unauthorized use of the user’s password or user ID and to ensure that the user logs off at the end of each session at the website. Shipmozo shall not be responsible for any, direct or indirect, loss or damage arising out of the user’s failure to comply with this requirement.The membership of this Website is free of cost and this includes only the browsing of the Website. You hereby understand that this no charge policy may be amended at anytime in the discretion of the Website and the Company.

The User also agrees to:(a) provide true, accurate and complete information about himself and his beneficiaries as prompted by the registration form (“Registration Data”) on the Website; and(b) maintain and promptly update the Registration Data to keep it true, accurate, current and complete. If the User provides any information that is untrue, inaccurate, not current or incomplete or Shipmozo has reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, Shipmozo shall have a right to suspend or terminate User’s registration and refuse any and all current or future use of the Website and/or any Service. Furthermore, the User grants Shipmozo the right to disclose the Registration Data to third parties, to the extent necessary for the purpose of carrying out the Services.

Order Processing

In case of online payments, We will only process the order after the payment has been processed and in case of “Cash on Pick-up” order payments, you shall duly make the payment to the Service Provider’s personnel on his visit before your parcel is accepted for pick-up and delivery. The pick-up, delivery and return of the courier packages will be subject to the service terms and conditions of the applicable Service Provider. Reasonable care is taken by the Service Providers to deliver the orders to the intended recipient, however, we shall not be held responsible for any wrong delivery of the order based on the address given by you or if any person imposes to be the actual recipient and takes delivery of the couriered orders.

User Obligations- Please Read Carefully

You are a restricted user of this Website.

1. You are responsible for the following:
   (a) placing the complete order online with us including but not limited to: (i) providing a correct description, weight & dimensions of the courier packages, (ii) designating the Service Provider to perform its services, (iii) advising the places/addresses of collection and delivery of the courier packages, and (iv) advising the telephone number of the receiver of the courier packages at the place of delivery (local number at place of delivery);
   (b) ensuring that the courier packages & shipping labels/documents (state GST Tax Forms, KYC, declaration, etc) are made available for collection by the Service Provider at the specified place of collection;
   (c) ensuring that you do not ship fragile goods and that the courier packages, including their packaging, can withstand a short drop and the normal rigours of carriage and handling; and
   (d) ensuring that you do not ship goods which are dangerous in nature or are prohibited or restricted in law and any of the goods mentioned as Prohibited Goods under these terms and conditions, Agreement and on Website.
   (e) ensuring proper packaging of the products to be shipped through Service Provider. You understand that packaging is Your sole responsibility and any loss arising due to improper packaging, low quality packing material, lack of cushion for fragile goods etc. shall be Your sole liability. Shipmozo shall not be held liable for any loss, damage, theft or loss of shipped goods/ documents due to improper packaging.
2. You are bound not to cut, copy, distribute, modify, recreate, reverse engineer, distribute, disseminate, post, publish or create derivative works from, transfer, or sell any information or software obtained from the Website. With Our prior permission, limited use may be allowed. For the removal of doubt, it is clarified that unlimited or wholesale reproduction, copying of the content for commercial or non-commercial purposes and unwarranted modification of data and information within the content of the Website is not permitted.
3. You agree not to access (or attempt to access) the Website and/or the materials or Services by any means other than through the interface that is provided by the website. The use of deep-link, robot, spider or other automatic device, program, algorithm or methodology, or any similar or equivalent manual process, to access, acquire, copy or monitor any portion of the Website or Content, or in any way reproduce or circumvent the navigational structure or presentation of the Website, materials or any Content, to obtain or attempt to obtain any materials, documents or information through any means not specifically made available through the Website. You acknowledge and agree that by accessing or using the Website or Services, You may be exposed to content from other users that You may consider offensive, indecent or otherwise objectionable. We disclaim all liabilities arising in relation to such offensive content on the Website. Further, You may report such offensive content by sending us an e-mail at info@shipmozo.com.
4. You hereby agree not to access another User’s account or post as another User through an account not owned by You.
5. In the event You are able to view another User’s account and confidential information, You are required to send an email to Us notifying Us of the same immediately on info@shipmozo.com
6. You hereby agree not to provide information about the functioning of the Website on any public forum.
7. You may not transmit any chain letters or unsolicited commercial or junk email to other Users via the Website. It shall be a violation of these Terms of Service to use any information obtained from the Website in order to harass, abuse, or harm another person, or in order to contact, advertise to, solicit, or sell to another person other than Us without Our prior explicit consent. While We shall not be held liable or answerable to Users for any such acts on Your part, violation of this clause would lead to potential criminal legal action against You, either by other Users of the Website or by Us.
8. We can (and You hereby expressly authorize Us to) disclose any information about You to law enforcement or other government officials, as We, in Our sole discretion, believe necessary or appropriate in connection with the investigation and/or resolution of possible crimes, especially those that may involve personal injury. You understand that We have the right at all times to disclose any information (including the identity of the persons providing information or materials on the Website) as necessary to satisfy any law, regulation or valid governmental request. This may include, without limitation, disclosure of the information in connection with investigation of alleged illegal activity or solicitation of illegal activity or in response to a lawful court order or subpoena.
9. You should ensure that sufficient packaging is used for each consignment with proper Sender and receiver labels pasted. Each parcel must bear or be accompanied by the duly completed documents. You shall be liable for any errors in their completion.
10. You shall ensure that the packaging is of the quality that the goods are protected against loss and damage and ensure proper safety of product packaged. Further, the packaging must be of quality to ensure that access to the parcels content is not possible without leaving a clear trace on the outside of the parcel.
11. You shall be responsible for ensuring that the dimensions and weight of the parcel are declared accurately when placing the order as it is a condition of service.
12. All data to be provided by You (including by electronic means) in relation to the ordering, labelling, Carriage or invoicing of the Consignment shall be accurate, complete, correct and be provided in a timely manner as required by Us. Such data shall include, but not be limited to the weight of the Consignment; an accurate description of the contents of the Consignment; a full and accurate name and address of the Receiver including the postcode, a mobile telephone number, email address and a daytime landline telephone number. If You fail to provide all such necessary data, then the carrier shall be entitled to refuse to carry the consignment and We shall charge You for the cost of returning the consignment to You at Your collection address. For the purpose of this clause, the unit of measurement for the weight shall be in KiloGrams to the nearest single decimal place. Once the item has been collected, it may only be delivered to the delivery address specified when the order was placed.
13. In the event that the Service Provider concludes that the Consignment is of the nature which prevents the fulfilment of the Service, You shall be notified of the problem/ issue. If the issue is caused as a result of Your breach of the terms under this Agreement (i.e. Insufficient packaging, restricted items, incorrect information supplied) then You shall be liable to pay the cost of carriage for the safe return of the Consignment to the original collection address. Should the consignment not be safe to return, You shall be notified/ intimated and shall be responsible to collect the consignment within 72 hours of such notification/ intimation from the Service Providers designated place of collection. If You fail to collect the consignment within this time frame, the consignment will be disposed of.
14. For International Shipments, it is the responsibility of the User/ Sender to submit all papers required for the customs clearance. In the event that the intended recipient of the Consignment refuses to pay any customs duty imposed by the relevant authority, the User/ Sender shall be required to pay the customs duty before the Consignment shall be released and delivered. In case You refuse to pay the customs duty, the consignment will be disposed of with no liability on Shipmozo.
15. You agree that Shipmozo/ We are not a Courier and/or logistics provider and We will not come into direct contact with any of the services offered until and unless specified by us.
16. Services like Pick up, Delivery, Returns are fulfilled by the Courier and/or logistics services that you have chosen at the time of ordering.
17. You shall ensure the correct parcel is given to the correct collection agent from the Courier and/or logistics services that you have chosen at the time of ordering.
18. We/ Shipmozo/ Service Providers shall have the right to refuse a consignment for:
19. Insufficient Packaging
20. Consignment is too large
21. Labels on the Parcel/Consignment is not matching with details provide at the time of booking.
22. No/Insufficient documentation.
23. Shipmozo shall not be liable for any claims by the customer regarding Courier Services or Service Provider You understand and agree that for all claims regarding the Courier Services or Service Provider You shall contact the Service Provider directly and Shipmozo may not be able to assist you with your query or liable for any loss, damage, claim etc. as a result of You availing the Courier Services of the Service Provider.
24. We are constantly trying to improve our services, if in any case the fare estimate is not populated for the specified Pin code/Address, then the Pickup Address / Delivery addresses is not served by our Service Provider, in such cases You might have to pay extra fee for getting the consignment delivered to non-serviceable areas. You shall be intimated about the fee once you place the order.
25. If you notice that the product appears to have been tampered with or replaced during the RTO (Return to Origin) delivery, this may be evident from visible signs such as altered packaging, resealing marks, or other discrepancies.
    In such cases, if you have even the slightest doubt that the shipment may have been opened or compromised, it is mandatory to clearly mention "Doubtful Order" on the POD (Proof of Delivery) at the time of receiving the parcel. This note serves as critical documentation for initiating any investigation or claim process.
    Failure to do so may result in claim ineligibility as per our Standard Operating Procedure (SOP).
26. We are constantly trying to improve our services, if in any case the fare estimate is not populated for the specified Pin codIf shipment is not Delivered or RTO Delivered but status updated as delivered or RTO Delivered, so seller need to raise a ticket from Shipmozo panel within 48 hours after delivery date of shipment. After raising ticket seller will receive POD (Proof Of Delivery) within 10 days, and if seller don't satisfy with the resolution/POD then seller can reopen or re-escalate POD ticket within 48 hours from the last resolution date and team will provide you the new resolution in next 48 hours.
    
    Cycle of lost shipment is 60 days from the date of pick up, If shipment will not deliver to the buyer either not got RTO delivered back to seller within 60 days, so courier will mark shipment as lost, once shipment will mark as lost, the shipment value will be refunded back to your wallet within 5-7 working days as per the courier norms & policy. (If you will be eligible  (T&C)e/Address, then the Pickup Address / Delivery addresses is not served by our Service Provider, in such cases You might have to pay extra fee for getting the consignment delivered to non-serviceable areas. You shall be intimated about the fee once you place the order.
27. Please note that as per our Terms & Conditions, if you receive any return shipment with any courier that is wrong, damaged, incomplete, or contains the wrong product, no further investigation is possible for return shipments marked as NON-QC (Non-Quality Check). Return shipments without QC verification are handled as-is by the courier, and Shipmozo cannot take responsibility for their condition.
28. In case a weight discrepancy is found in your shipment, it is mandatory for the sender to provide clear images of the shipment that visibly display the AWB (Airway Bill) number, along with the shipment’s length, breadth, height, and dead weight. These images are essential to initiate a dispute with the courier partner. Once the required images are submitted, Shipmozo will raise the concern with the courier for validation. If the courier is able to provide valid and supporting evidence to justify the additional weight charged, the claim will be considered closed. However, if the courier fails to produce the necessary proof, the full amount debited for the weight discrepancy will be refunded to the customer. This process ensures transparency, accuracy, and protection for our clients against incorrect billing by courier partners.

Note on Buyer Contact Information Update:

Please be informed that Amazon does not allow updating of buyer contact numbers. Only the shipping address can be updated, and this is limited to modifications such as adding house number, landmark, or nearby location details. No other changes to buyer contact information are permitted.

Rate Calculator Disclaimer

The rates displayed in the Rate Calculator are indicative and estimated and are provided for reference purposes only. The final applicable courier charges may vary at the time of actual shipment booking depending on multiple factors including, but not limited to, actual weight, volumetric weight, shipment dimensions, pickup and delivery zones, fuel surcharge, COD charges, handling charges, and other applicable courier partner fees.

Shipmozo reserves the right to revise or apply the final charges as per the courier partner’s applicable live pricing structure at the time of shipment processing. Therefore, the rate shown in the calculator may not always exactly match the final billed amount.

By proceeding with shipment booking, the seller acknowledges and agrees to these applicable variations in pricing.

Strict Confidentiality & Non-Disclosure Policy

In accordance with Shipmozo’s Terms & Conditions, all internal documents, operational records, investigation findings, system data, and internal communications are classified as strictly confidential information . Under no circumstances will Shipmozo disclose, share, or provide access to any internal documents, records, investigation reports, or internal decision-making details to any seller, customer, or third party.
Any request for disclosure of such confidential information will not be entertained and will be considered a violation of platform policies. Shipmozo reserves the absolute right to deny such requests without providing further clarification. Shipmozo maintains full discretion over its internal processes and reserves the right to protect all internal operational, legal, and investigative information in accordance with applicable laws and company policy.

Early COD Remittance Eligibility :

In case a seller requests to opt for the Early COD (D+2) remittance plan, the seller must maintain a minimum delivery performance of 50% or above. In case the seller’s delivery percentage is below 50%, they will not be eligible for the D+2 plan and will instead be considered eligible only for the D+3 remittance plan.

Prohibited Items & Legal Liability Clause

The Seller is strictly prohibited from booking, shipping, or attempting to ship any items classified as prohibited, restricted, illegal, hazardous, or regulated under applicable laws, including but not limited to narcotics, drugs, vaping devices, tobacco products, explosives, and any other contraband goods.

In the event that the Seller is found to be in violation of this clause:
Immediate suspension or permanent deactivation of the Seller’s account will be enforced without prior notice.
Monetary penalties, charges, and recovery of any associated losses or damages may be imposed.
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The shipment may be confiscated, destroyed, or handed over to the concerned authorities as per legal requirements.
Legal action may be initiated against the Seller under applicable laws and regulations.The Seller shall bear full and sole responsibility for the contents of all shipments booked through the platform.

Under no circumstances shall Shipmozo (operated by Tesoro Logistics Pvt. Ltd.) be held liable for any direct or indirect loss, damage, legal consequences, or penalties arising from the shipment of prohibited or illegal items.By using the platform, the Seller expressly agrees to comply with all applicable laws and confirms that no prohibited items will be shipped.

High Ageing Shipment Policy

If a shipment pickup is delayed by 5–6 days or more, the courier reserves the right to automatically cancel the shipment due to high ageing. In such cases, the seller is required to create (clone) a new shipment for processing.

Demurrage Charges – Applicability

Demurrage charges shall be applicable on shipments held at mid-mile or last-mile locations beyond the standard free holding period of 48–72 hours, as defined by the respective courier partner.Demurrage charges will be levied only when the delay is attributable to client-side reasons, including but not limited to:(1) Pending or incorrect invoice
(2) Pending or invalid E-waybill
(3) Consignee not responding to delivery attempts or calls
(4) Client or consignee requesting the shipment to be held
(5) Any other documentation or coordination delay from the client’s endCourier-wise Demurrage ChargesThe applicable demurrage charges are as follows:Delhivery: ₹2 per kg per day
Blue Dart: ₹3 per kg per day
Movin: ₹2 per kg per dayCurrently, demurrage charges are not applicable for the following courier partners, as shipments are not held with them:Ekart
XpressBees (XB)
TCIClients are advised to ensure timely submission of documents and proactive coordination to avoid additional demurrage charges.

Out of Delivery Area (ODA) Policy

Shipments addressed to locations categorized as Out of Delivery Area (ODA) require the buyer to self-collect the shipment from the courier’s nearest designated hub.However, in the case of Amazon shipments, the courier hub address is not shared by Amazon.
Therefore, self-collection is not possible for Amazon ODA shipments.For Amazon ODA shipments, the shipment will automatically be marked as Return to Origin (RTO) after reaching the destination city/pincode, since the customer cannot self-collect.In such cases, freight charges become refundable, as the courier has already transported the shipment up to the destination pincode as per service obligations.

Dispute Resolution – Mandatory Proof Submission Policy

Dispute Resolution – Mandatory Proof Submission PolicyIf seller is saying that his buyer got damage / wrong / partially / empty shipment or seller is saying that he got damage / wrong / partially / empty shipment in RTO delivery.Inform him the TAT of raise ticket is 48 hours after the delivered date (irrespective of couriers & dispute case) - So need to check whether seller is calling within TAT or out of TAT.  If out of TAT then :- Soft DenialIf TAT is not breached :-
Inform seller, I would like to inform you that if you or your buyer receive DAMAGE/PARTIAL/WRONG/EMPTY shipment, I request you to please raise a ticket wherein you need to upload pre + post shipping videos of your order (in which shipping label should be visible) to raise a dispute.
If you have unboxing video then it will be an additional advantage while investigation of dispute in which shipping label should be visible.
The Resolution TAT will be 10 working days.

Update: Xpressbees & DTDC Dispute Process (Effective from 3rd July 2025)
For Forward Shipments (Delivered to Buyer) :If buyer receives wrong / incomplete / partial product, seller must provide :Pre-packaging CCTV footage.
Buyer's unboxing video.
For RTO Shipments (Returned to Seller):

If seller receives wrong / incomplete / partial shipment, seller must provide :Pre-packaging CCTV footage.
Unboxing CCTV footage.
Important Points:

This process is applicable only for shipments booked on or after 3rd July 2025.
Shipments booked before 3rd July 2025 will follow the old dispute process.
Without the required videos, disputes will not be accepted by Xpressbees.make this for terms & condition professionally
WritingDispute Resolution – Mandatory Proof Submission PolicyTicket Raising Timeline (TAT)
In case a seller or buyer receives a damaged, wrong, partial, or empty shipment, the seller must raise a dispute ticket within 48 hours from the delivery date of the shipment.
This timeline is applicable for all courier partners and all dispute types.Tickets Raised After TAT
If the dispute ticket is raised after the 48-hour timeline, the request may be soft denied, and the dispute may not be considered for investigation.Required Proof for Dispute Investigation
If the dispute is raised within the allowed TAT, the seller must provide the following mandatory proofs while raising the ticket:Pre-shipping packaging video clearly showing the product and shipping label.Post-packaging video showing the final sealed shipment with the shipping label visible.Additionally, if available, an unboxing video from the buyer will be considered an added advantage during dispute investigation.Resolution Timeline
Once the dispute ticket is successfully raised with the required documents, the resolution TAT will be up to 10 working days from the date of submission.Update: Xpressbees & DTDC Dispute Process (Effective from 3rd July 2025)A. Forward Shipments (Delivered to Buyer)
If the buyer receives a wrong, incomplete, or partial product, the seller must provide:Pre-packaging CCTV footage showing the correct product being packed.Buyer’s unboxing video clearly displaying the shipping label.B. RTO Shipments (Returned to Seller)
If the seller receives a wrong, incomplete, or partial shipment in RTO, the seller must provide:Pre-packaging CCTV footage of the original shipment.Unboxing CCTV footage recorded at the time of opening the returned shipment.Important PointsThis updated dispute process is applicable only for shipments booked on or after 3rd July 2025.Shipments booked before 3rd July 2025 will be processed as per the previous dispute policy.Disputes without the required video proofs will not be accepted by Xpressbees and DTDC.

B2B Weight Discrepancy Policy

For all B2B shipments, any weight discrepancy must be reported by the seller prior to the delivery of the shipment. Sellers are requested to raise the complaint immediately at the time the weight discrepancy amount is debited.
Any requests or complaints raised after the shipment has been marked as delivered will not be eligible for investigation or dispute resolution.
Sellers are advised to regularly track their shipments and promptly report any discrepancies to ensure timely resolution.

TOPAY (Freight to be Paid by Consignee)

Under the TOPAY option, freight charges are payable by the consignee (receiver) at the time of delivery, and the shipper is not required to pay the freight amount upfront. A fixed ToPay service fee of ₹130/- per shipment will be charged to the shipper’s wallet at the time of booking, irrespective of shipment weight or distance.

The applicable freight amount, as per the agreed B2B rate card, will be collected directly from the consignee by the delivery partner at the time of delivery.In the event that the consignee refuses or fails to pay the freight charges, the shipment may be marked as undelivered and returned to origin (RTO).

Any applicable RTO, handling, or additional operational charges shall be deducted from the shipper’s wallet. Furthermore, in cases of weight discrepancy identified during transit or at any stage of shipment processing, the differential amount along with any applicable penalties or additional charges will also be recovered from the shipper’s wallet.This service is applicable only for eligible B2B shipments and may vary based on serviceability, shipment type, and operational feasibility.

The company shall not be held liable for any disputes between the shipper and consignee regarding payment of freight charges, and it is the shipper’s responsibility to inform the consignee about all applicable charges in advance. The company reserves the right to modify, suspend, or discontinue the TOPAY service or revise its charges at any time without prior notice. By opting for the TOPAY service, the shipper agrees to and accepts all the above terms and conditions.

Prohibited Shipment Clause – Liability for Sending Passports/Documents via Blue Dart

Customers are strictly prohibited from shipping passports, government-issued documents, sensitive identification papers or any documents through Blue Dart. If such restricted items are dispatched, Blue Dart may directly impose penalties or take necessary legal action as per their internal policies.

Shipmozo shall not be held liable for any penalties, charges, losses, or consequences arising from the shipment of these prohibited documents. All such liability will rest solely with the customer.

Air to Surface Mode Conversion – Terms & Conditions

If a seller books a shipment under Air mode and the product is identified as Air-Restricted as per aviation and courier regulations, the courier partner may automatically convert the shipment from Air to Surface mode without prior notice.
Please note: Such mode conversion is a standard operational practice adopted by courier partners to comply with aviation safety norms. Freight charges will remain applicable as per the originally booked Air tariff, even if the shipment is transported via Surface mode. Shipmozo shall not be held liable for any freight difference, delay, or operational change arising due to Air-restricted product classification.
It is the sole responsibility of the seller to ensure that the product booked under Air mode is compliant with Air transportation guidelines. By proceeding with the booking, the seller acknowledges and accepts the above conditions.

Indicative List of Common Air-Restricted Products :
The following products are generally restricted or prohibited for Air transportation and may be automatically shifted to Surface mode:

Flammable / Hazardous Items:
Perfumes, deodorants, body sprays, nail polish, nail polish remover, paints, varnishes, thinners, adhesives, glues, aerosol cans.
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Batteries & Electronics:
Loose lithium batteries, power banks, battery-operated devices without valid MSDS, e-cigarettes, vape devices.
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Liquids, Gels & Chemicals :
Oils, lubricants, hand sanitizers, liquid cosmetics, cleaning chemicals.
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Pressurized / Gas Items :
Gas cartridges, spray cans, fire extinguishers.

Others:
Magnetized materials, industrial sharp tools, products requiring MSDS but not provided.
This list is indicative and not exhaustive. Courier partners may classify additional products as Air-restricted in accordance with Dangerous Goods (DG) regulations.

Note: Sellers are advised to verify product eligibility prior to selecting Air mode. For further clarification, sellers should refer to Shipmozo Terms & Conditions or contact Customer Support before booking.

Risk Over Value (ROV) Policy for B2B Shipments

Risk Over Value (ROV) defines the liability associated with a shipment during transit and determines whether the responsibility rests with the seller or the courier partner. Under ROV Owner, the seller assumes full responsibility for any loss or damage to the shipment, whereas under ROV Carrier, the courier partner bears such responsibility, subject to applicable policies and terms. For any B2B shipment to qualify for a claim, it is mandatory that both the seller and the buyer hold valid GST registrations and that the shipment is booked under ROV Carrier. Failure to meet any of these conditions shall render the shipment ineligible for claims, and no liability shall be assumed by the courier partner.

Termination /Suspension

Shipmozo reserves its right to limit, refuse service, restrict, suspend, prohibit access to the Site, terminate your account and services; (Terminate this Agreement; Terminate or suspend your access to the Web Sites; Move, or remove any product or service that is available on or through the Services; Deactivate or delete your accounts and all related information and files in your account; Establish general practices and limits concerning use of this Site) at any time, in its sole discretion with or without cause, and with or without any prior notice for any violation of the Terms of Use. Upon such termination or suspension, your right to use the Shipmozo’s Web Sites will immediately cease. Once the User’s registration or the Services are terminated, cancelled or suspended, any data that the User has stored on the Website may not be retrieved later. The User agrees that Shipmozo may under certain circumstances and without prior notice, immediately terminate the User’s user ID and access to the Website/Services. Causes for termination may include, but shall not be limited to requests by enforcement or government agencies.

Prohibited Items Policy :

Domestic Shipments

The Customer agrees that the following items are strictly prohibited from being shipped through our domestic courier services:1.1 Dangerous / Hazardous MaterialsThe Customer shall not ship any hazardous or dangerous goods, including but not limited to:Irritating substances such as acids and chemicals
Explosives, including fireworks
Firearms and firearm-related accessories (including ammunition, dismantled firearms, aiming or vision-enhancing devices, and distance measurement equipment)
Gases (including aerosol cans, cigarette lighters, camping gas cylinders—full or empty, fire extinguishers, etc.)
Flammable liquids and solids (including paint, alcohol, perfumes, petrol, kerosene, matches, and cleaning fluids)
Combustible materials
Toxic, poisonous, or infectious substances (including pesticides and infected biological materials)
Corrosive substances (including mercury, bleach, nitric acid, nail polish/remover, and battery fluids)
Oxidizing substances (including hair dye, disinfectants, and fertilizers)
Radioactive materials
Any other dangerous goods such as dry ice or magnetized materials
1.2 Other Prohibited ItemsThe Customer further agrees not to ship the following items:Fake, replica, or toy weapons (including paintball guns, BB guns, antique weapons, swords, knives, etc.)
Live or dead animals
Narcotics, illegal drugs, or banned substances
Tobacco products
Medicines, pharmaceutical drugs, or prescription items
Hazardous cosmetics and creams
All types of liquids (including oils contained in machinery or parts)
Batteries (including lithium batteries, consumer batteries, and automotive/industrial batteries)
Indecent, obscene, or pornographic materials
Any item prohibited under applicable law
Currency, cash, payment cards, money orders, traveller’s cheques, or similar financial instruments
Articles of exceptional value (including jewelry, precious metals, gemstones, diamonds, artworks, antiques, etc.)

International Shipments

For international shipments:All items listed under Domestic Prohibited Items shall remain prohibited.
Additional restrictions may apply based on destination country regulations and international shipping laws.The Customer agrees that it is their responsibility to verify the latest list of prohibited items before booking any international shipment.

Compliance & Liability

The Customer declares that the shipment does not contain any prohibited items.
The Company reserves the right to refuse, cancel, or hold any shipment suspected of containing restricted or prohibited items.
If any prohibited item is discovered, the Customer shall be solely responsible for all legal consequences, penalties, losses, or damages arising from such shipment.
The Company shall not be liable for any delay, loss, confiscation, or destruction of shipments containing prohibited items.

Prohibited Items Claims :

In case any shipment falls under the prohibited items category and is damaged / wrong / incomplete / partial delivered / RTO delivered or marked as lost, no claim or Credit Note (CN) shall be applicable under any circumstances.Further, if any prohibited item is identified at any stage of transit or processing, the Customer/Seller shall be solely responsible for all resulting legal consequences, penalties, losses, or damages.The Company shall bear no liability for any delay, loss, confiscation, or destruction of shipments containing prohibited items.

Demurrage Charges – Applicability

Demurrage charges shall be applicable on shipments held at mid-mile or last-mile locations beyond the standard free holding period of 48–72 hours, as defined by the respective courier partner.Demurrage charges will be levied only when the delay is attributable to client-side reasons, including but not limited to:(1) Pending or incorrect invoice
(2) Pending or invalid E-waybill
(3) Consignee not responding to delivery attempts or calls
(4) Client or consignee requesting the shipment to be held
(5) Any other documentation or coordination delay from the client’s endCourier-wise Demurrage ChargesThe applicable demurrage charges are as follows:Delhivery: ₹2 per kg per day
Blue Dart: ₹3 per kg per day
Movin: ₹2 per kg per dayCurrently, demurrage charges are not applicable for the following courier partners, as shipments are not held with them:Ekart
XpressBees (XB)
TCIClients are advised to ensure timely submission of documents and proactive coordination to avoid additional demurrage charges.

Out of Delivery Area (ODA) Policy

Shipments destined for locations classified as Out of Delivery Area (ODA) must be self-collected by the buyer from the nearest courier hub. Courier serviceability is determined strictly at the pincode level. If a destination pincode is not serviceable, the courier option will not be available at the time of booking, and the shipment cannot be created.However, a serviceable pincode does not guarantee delivery to every address within that area. Certain locations within a serviceable pincode may still fall under ODA, which is identified only after the shipment reaches the destination pincode. In such cases, the shipment is transported from the pickup pincode to the destination pincode, and the buyer is required to arrange self-collection from the nearest hub.Freight charges are strictly non-refundable for ODA shipments, as the courier fulfills its obligation by transporting the shipment up to the destination pincode. Any delivery beyond this point falls under ODA and is out

Pickup, Scanning & Manifest Policy

For Amazon Courier shipments, pickup is completed only through mandatory live scanning at the time of handover, and no physical manifest is signed. If the shipment is not live scanned, the Seller must not hand it over. Any handover without live scan shall be entirely at the Seller’s risk, and no claims shall be entertained.For all other courier partners, the Seller must obtain a signed manifest at the time of pickup.
If the pickup personnel refuses to sign, the shipment must be live scanned immediately and marked as “Picked Up.” Any handover without a valid signed manifest or live scan shall be considered non-compliant, and Shipmozo shall not be liable for any claims.
For any investigation, the Seller must share a valid manifest within 24–48 hours from the pickup date along with CCTV footage, failing which the claim shall be rejected.

Damaged Food Products – Transit & RTO Policy

In the event that a food product shipment is found to be damaged during forward transit or at the RTO (Return to Origin) in-transit stage, the shipment shall not be eligible for delivery or RTO delivery. This policy is implemented due to the potential risk of leakage, spoilage, contamination, or hygiene concerns that may adversely affect other consignments within the same shipment batch.

For safety, quality control, and operational compliance reasons, such shipments may be withheld, disposed of, or processed as per the company’s damage handling guidelines, and no further delivery attempts shall be made.By booking food product shipments, the seller acknowledges and agrees to these terms.

Food Products – Liability Disclaimer

In case a food product is received in a damaged, partial, leaked, spoiled, or incomplete condition, Shipmozo shall not hold any liability under any circumstances.Shipmozo does not assume responsibility or provide claims, compensation, or refunds for food items, as food shipments are highly perishable and sensitive in nature and are transported strictly at the seller’s risk.

By shipping food products through Shipmozo, the seller acknowledges and agrees that Shipmozo will not be liable for any quality issues, damages, shortages, or losses, whether during transit, handling, or delivery.

Domestic Shipments

The Customer shall not ship any hazardous or dangerous goods, including but not limited to:Irritating substances such as acids and chemicals
Explosives, including fireworks
Firearms and firearm-related accessories (including ammunition, dismantled firearms, aiming or vision-enhancing devices, and distance measurement equipment)
Gases (including aerosol cans, cigarette lighters, camping gas cylinders—full or empty, fire extinguishers, etc.)
Flammable liquids and solids (including paint, alcohol, perfumes, petrol, kerosene, matches, and cleaning fluids)
Combustible materials
Toxic, poisonous, or infectious substances (including pesticides and infected biological materials)
Corrosive substances (including mercury, bleach, nitric acid, nail polish/remover, and battery fluids)
Oxidizing substances (including hair dye, disinfectants, and fertilizers)
Radioactive materials
Any other dangerous goods such as dry ice or magnetized materials
1.2 Other Prohibited ItemsThe Customer further agrees not to ship the following items:Fake, replica, or toy weapons (including paintball guns, BB guns, antique weapons, swords, knives, etc.)
Live or dead animals
Narcotics, illegal drugs, or banned substances
Tobacco products
Medicines, pharmaceutical drugs, or prescription items
Hazardous cosmetics and creams
All types of liquids (including oils contained in machinery or parts)
Batteries (including lithium batteries, consumer batteries, and automotive/industrial batteries)
Indecent, obscene, or pornographic materials
Any item prohibited under applicable law
Currency, cash, payment cards, money orders, traveller’s cheques, or similar financial instruments
Articles of exceptional value (including jewelry, precious metals, gemstones, diamonds, artworks, antiques, etc.)

RTO Lost Shipments :

In case any shipment is marked as LOST under RTO (Return to Origin) status, the RTO freight charges shall not be eligible for refund, as the shipment was already in the RTO in-transit stage at the time of loss.In such scenarios, only the Lost Credit Note (CN) will be issued to the seller, as per the applicable claim policy. This is in line with the policy wherein, even in case of successful delivery, the seller is eligible to receive compensation limited to the invoice value, subject to Terms & Conditions.

Pickup & Handover Policy

For shipments picked up by Amazon courier partners, no physical manifest signature is required, as the pickup executive performs a live scan at the time of pickup and tracking is updated in real time. In case the Amazon pickup executive does not perform a live scan, the seller must not hand over the shipment, and any shipment handed over without live scanning will be considered the seller’s responsibility.

For all other courier partners, it is mandatory to obtain a signed manifest from the pickup executive at the time of handover. If the pickup executive does not sign the manifest, the seller must ensure that the shipment is live scanned at the time of pickup so that the status is updated as “Picked Up.” Any shipment handed over without either a signed manifest or a live scan will be treated as the seller’s responsibility.

Shipmozo shall not be liable for any claims, including loss, damage, or delay, for shipments handed over without proper acknowledgment. For any further investigation, the seller must provide a valid manifest within 24–48 hours from the pickup date along with CCTV footage as supporting proof of handover.

B2B Claim Policy – Risk Over Value (ROV) Guidelines

Definition of ROV (Risk Over Value)

ROV (Risk Over Value) defines who holds responsibility for the shipment in case of loss, damage, or discrepancy during transit.
Types of ROV
ROV OWNER:
In this case, the seller holds full responsibility for the shipment. Any loss or damage during transit shall not be liable to the courier partner.

ROV CARRIER:
In this case, the courier partner holds responsibility for the shipment, subject to applicable terms and claim conditions.

B2B Claim Eligibility Criteria

A B2B shipment shall be eligible for a claim only if all of the following conditions are fulfilled:
Both the seller and the buyer must possess valid GST registrations.
The shipment must be booked under

ROV CARRIER.
All shipment-related documents must be valid and compliant at the time of booking.
If any one of the above conditions is not met, the shipment shall not be eligible for a B2B claim.

The company reserves the right to accept or reject claims based on compliance with the above policy and supporting documentation.

Handling Charges Policy (Weight-Based)

Handling charges shall be applicable on shipments exceeding the standard weight limits prescribed by the respective courier partners. The charges will be calculated at a rate of ₹2 per kg, as detailed below:

Delhivery:
For shipments with a physical weight above 249 kg, a handling charge of ₹2 per kg shall be debited.

Blue Dart:
For shipments with a physical weight above 72 kg, a handling charge of ₹2 per kg shall be debited.

Movin:
For shipments with a physical weight above 32 kg, a handling charge of ₹2 per kg shall be debited.
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Applicable handling charges shall be debited to the seller’s account as per courier partner confirmation and billing norms.

B2B Overweight Shipment Policy:

In B2B shipments, the shipment weight is uploaded in the system before the delivery is completed. If the seller observes any overweight or weight discrepancy after the weight has been uploaded, it is mandatory for the seller to raise a ticket within 48 hours from the time the discrepancy is identified. Any request or escalation raised after this 48-hour window will not be entertained under any circumstances.

The seller must ensure that the ticket related to overweight issues is raised before the shipment is delivered. Once the shipment is marked as delivered, no escalation or investigation request will be accepted, regardless of the nature of the issue.

While raising the ticket, the seller is required to submit clear and valid proof, including images showing the correct weight and proper dimensions (length, width, and height) of the shipment. The images must also clearly display the attached AWB/label on the shipment. In case of missing, unclear, or incomplete details, the ticket may be rejected, and the discrepancy will be considered final.

Handling Charges Policy (Weight-Based)

Handling charges shall be applicable on shipments exceeding the standard weight limits prescribed by the respective courier partners. The charges will be calculated at a rate of ₹2 per kg, as detailed below:

Appointment Charges – B2B Couriers

Appointment charges shall be applicable for B2B shipments as per the respective courier partner’s policy. The charges will be calculated based on per kilogram rates or fixed minimum charges, whichever is higher, along with applicable GST.

Delhivery:

For shipments with a physical weight above 249 kg, a handling charge of ₹2 per kg shall be debited + 18% GST

Blue Dart:

For shipments with a physical weight above 72 kg, a handling charge of ₹2 per kg shall be debited. + 18% GST

Movin:

For shipments with a physical weight above 32 kg, a handling charge of ₹2 per kg shall be debited. + 18% GSTApplicable handling charges shall be debited to the seller’s account as per courier partner confirmation and billing norms.

Amazon SP-API Compliance

By using our platform, you acknowledge and agree that we may access certain customer and order data through the Amazon Selling Partner API (SP-API) for the purpose of order processing, shipping label generation, and logistics management.
We ensure:
- All SP-API data is encrypted and securely transmitted.
- No SP-API data is used beyond the scope of service delivery.
- Customers may request data deletion at any time by contacting support.

Data Security & Amazon SP-API Compliance

At Shipmozo, we are committed to safeguarding your data. As part of our integration with Amazon’s services, we adhere to Amazon’s data security policies for SP-API access.
Our Data Protection Practices:
- Encryption: All sensitive data is encrypted using AES-256 encryption.
- Secure Transmission: Data is transmitted using TLS 1.2 protocols.
- Access Control: Only authorized personnel can access Personally Identifiable Information (PII), governed by Role-Based Access Control (RBAC) and Two-Factor Authentication (2FA).

Data Retention & Deletion:
- PII is stored for 30 days and then automatically deleted, unless legally required otherwise.
- Customers can request the deletion of their data at any time.
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SP-API Compliance:

We ensure full compliance with Amazon’s SP-API data protection standards, including:
- Secure handling and encryption of all customer PII
- Strict controls over data access and transmission
- Compliance with GDPR, CCPA, and other data privacy regulations

🛡️ System Architecture & Data Handling

🛡️ System Architecture & Data Handling

1. Authentication Layer: OAuth 2.0 authorization flow using scoped access tokens
2. Data Routing Layer: Segregated microservices manage order details, shipping, and inventory sync
3. PII Handling: Personally identifiable information is encrypted immediately upon receipt using AES-256, stored in a secure vault, and accessed only over HTTPS (TLS 1.2+)

🔐 SP-API Restricted Data Compliance

Access to restricted endpoints is made only when necessary, using Restricted Data Tokens (RDTs) scoped with minimal permissions. For example, access to getOrderAddress is:

1. ⏱️ Time-bound: Tokens expire within minutes
2. 👤 User-specific: Tied to the authenticated Amazon seller account
3. 🔍 Logged & Monitored: All access is audited for potential abuse or misuse

✅ Audit & Certification Readiness

1. End-to-end data flow diagrams
2. Secure system architecture
3. Role-based internal access policies
4. Detailed privacy and ToS disclosures

Issue Escalation & Investigation Timeline

In case a seller faces any issue related to a shipment, it is mandatory to escalate the concern by raising a ticket within the defined timeline. The applicable escalation time frame is within 45 days from the shipment creation date.

If the seller experiences any issue after shipment creation and no ticket/request is raised within the stipulated 45-day period, further investigation for the respective case will not be possible after the completion of 45 days. Therefore, sellers are advised to report shipment-related concerns within the prescribed timeline to ensure timely resolution and investigation.