Terms & Conditions

1. Acceptance of terms

These Terms & Conditions ("Terms") form a binding agreement between you, the registered business using the Dispatch Solutions Portal ("Client", "Seller", "you"), and Ashrey Logistics Solution LLP, trading as Dispatch Solutions ("Ashrey Logistics", "we", "us", "our").

By creating an Account, completing KYC, clicking "I agree," or otherwise accessing or using the Portal, you accept these Terms in full, along with our Privacy Policy, which is incorporated by reference. If you do not agree, you must not use the Services. If you are accepting these Terms on behalf of a business entity, you represent that you are authorized to bind that entity.

We may revise these Terms from time to time as described in Section 27. The version in force at the time of a given shipment governs that shipment.

These Terms are governed by Indian law, including the Indian Contract Act, 1872, the Information Technology Act, 2000, the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and — for the carriage aspects performed by our Courier Partners — the Carriage by Road Act, 2007. Specific clauses below cite the relevant statute where useful.

2. Definitions

• Portal / Services — the Dispatch Solutions web application, APIs, tracking pages, and related communications.
• Courier Partner — a third-party courier, freight, or logistics company (for example, but not limited to, partners offering surface and air network coverage across India) that physically collects, transports, and delivers a shipment booked through the Portal.
• AWB — Air Waybill, the tracking number for a single-piece Direct B2C shipment.
• LR — Lorry Receipt, the tracking number for a bulk Enterprise B2B / LTL shipment.
• Consignee — the named recipient of a shipment.
• COD — Cash on Delivery, where the Courier Partner collects payment from the Consignee at delivery and remits it to the Client.
• NDR — Non-Delivery Report, the Courier Partner's record of a failed delivery attempt and its reason.
• RTO — Return to Origin, a shipment returned to the Client after failed or refused delivery.
• Wallet — the prepaid balance maintained against a Client's Account, from which freight and related charges are debited.
• Rate Card — the courier- and service-level-specific pricing a Client is allocated, shown under Rate Cards in the Portal.

3. Eligibility & registration

• You must be at least 18 years old and competent to contract under Section 11 of the Indian Contract Act, 1872.
• You must be registering on behalf of a genuine, lawfully operating business entity, and you must be authorized to act for that entity.
• Information provided at registration — business name, contact details, GSTIN, and banking information — must be true, accurate, current, and complete. You are responsible for keeping it up to date.
• We may refuse registration, or suspend an existing Account, if information provided is false, incomplete, or cannot be verified.

4. Nature of services — our role as an aggregator

Dispatch Solutions operates a multi-carrier aggregation platform. We are not a courier company. We do not ourselves collect, transport, warehouse, or deliver shipments. Instead, we provide the software that lets you book, compare, track, and reconcile shipments carried out by independent, third-party Courier Partners, and we facilitate the associated billing and wallet ledger.

Concretely, this means:

• Physical pickup, transport, customs handling (for international shipments), and delivery are performed by the Courier Partner assigned to a shipment — whether chosen by you or by our Smart Allocation engine on your behalf.
• Where a Courier Partner qualifies as a "common carrier" under the Carriage by Road Act, 2007, that Courier Partner — not Dispatch Solutions — bears the statutory responsibilities and liability of a common carrier for the goods entrusted to it. Dispatch Solutions is not itself a common carrier; we do not take physical custody of your goods.
• Each Courier Partner operates under its own service terms, liability limits, and insurance framework, in addition to these Terms. Where the two conflict on an operational matter specific to that Courier Partner's network, the Courier Partner's own terms govern that aspect of carriage.
• We exercise reasonable care in selecting and monitoring our Courier Partner network, but we do not guarantee any Courier Partner's performance, transit time, or service quality, which are outside our direct control.

5. KYC & onboarding

Before you can book a live (non-demo) shipment, you must complete our Know-Your-Customer process, covering entity registration, identity verification of the authorized signatory, review of our terms, and activation of platform access. This is a one-time step per Account, carried out through our verification partner, and reflects standard KYC and anti-money-laundering diligence consistent with the Prevention of Money Laundering Act, 2002, given that the Portal facilitates COD collection and wallet-based payments on your behalf.

• You must provide genuine, current documents. Submitting falsified or another party's documents is a material breach of these Terms and may be reported to the appropriate authorities.
• We may request additional documentation at any time, including to satisfy a Courier Partner's own onboarding requirements, comply with regulation, or investigate suspected fraud.
• We may decline, suspend, or revoke platform access at our discretion where KYC cannot be completed or verified.

6. Account, security & team members

• You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your Account, including actions taken by teammates you invite.
• You must notify us immediately at support@dispatch.co.in if you suspect unauthorized access to your Account.
• When you add a teammate, you are responsible for assigning an appropriate role and for that teammate's compliance with these Terms. Removing a teammate's access when they leave your organization is your responsibility.
• We are not liable for any loss or damage arising from your failure to safeguard your credentials.

7. Wallet, payments & billing

7.1 Prepaid model

Shipping charges are billed against a prepaid Wallet, not invoiced after the fact. You must maintain a sufficient Wallet balance to book a shipment; bookings will be blocked or held if your balance is insufficient to cover the estimated charge.

7.2 Recharges

Wallet recharges are processed through our third-party payment gateway. A minimum recharge amount may apply, as shown at the time of recharge. Funds are credited to your Wallet on confirmation from the payment gateway; we are not responsible for delays caused by the gateway, your bank, or your card issuer.

7.3 Charges deducted from your Wallet

Your Wallet may be debited for, among other things:

• Forward and return freight, computed from the higher of actual or volumetric weight, the applicable zone, and your Rate Card.
• Fuel and other surcharges applied by the Courier Partner.
• Applicable GST.
• Weight or dimension discrepancy adjustments, following the process in Section 14.
• Value-added services you have enabled, such as WhatsApp order notifications.
• RTO and NDR-related handling charges levied by the Courier Partner.

7.4 Ledger and invoicing

Every Wallet transaction is recorded with a running balance in your ledger, viewable under Wallet and Settings → Credits & Billing. GST-compliant invoices are made available for download from the same section. You are responsible for reviewing your ledger and raising any billing dispute within a reasonable time.

7.5 COD remittance

Cash collected by a Courier Partner on your behalf is remitted to your registered bank account on the schedule disclosed in the Portal, net of applicable COD handling charges. Remittance timing depends on the relevant Courier Partner's own settlement cycle and is outside our direct control.

8. Booking shipments

When booking a shipment, you are solely responsible for the accuracy of:

• The consignee's name, address, pincode, and contact number.
• The declared contents, description, and value of the shipment.
• The declared weight and dimensions.
• The payment mode (Prepaid or COD) and, for COD, the correct amount to collect.
• For Enterprise B2B / LR shipments, the e-way bill number where required under Rule 138 of the Central Goods and Services Tax Rules, 2017.

A Courier Partner may refuse to accept a shipment, or a delivery may fail, where booking information is inaccurate or incomplete. We are not liable for consequences arising from inaccurate information you supplied at booking.

9. Packaging obligations

Packaging is your sole responsibility. You must package every shipment to withstand normal transit handling, including drops, stacking, and transfers between vehicles and sorting facilities. This means, at minimum:

• Using a rigid outer container appropriate to the weight and fragility of the contents.
• Cushioning fragile items so they cannot move or contact the outer wall of the package.
• Sealing the package securely and affixing the shipping label so it is fully visible and undamaged.
• Separating liquids, food, and other sensitive items from the rest of the shipment's contents and packaging them to prevent leakage.

Where a shipment is a "pre-packaged commodity" for the purposes of the Legal Metrology Act, 2009 and the Legal Metrology (Packaged Commodities) Rules, 2011, the declared weight, dimensions, and other mandatory declarations you provide at booking must be accurate; compliance with those enactments in respect of the goods themselves remains your responsibility as the seller of record.

Loss or damage caused by inadequate packaging is not eligible for a claim under Section 15. A Courier Partner may also refuse to accept a shipment it deems insufficiently packaged.

10. Prohibited & restricted items

You must not book a shipment containing any item prohibited by law or by our Courier Partners' own policies, including but not limited to:

• Firearms, ammunition, explosives, and fireworks, including replicas — regulated under the Arms Act, 1959 and the Explosives Act, 1884.
• Narcotics, psychotropic substances, and other contraband — regulated under the Narcotic Drugs and Psychotropic Substances Act, 1985.
• Hazardous, flammable, corrosive, radioactive, or toxic materials, including compressed gases, dry ice, and industrial chemicals — regulated under the Environment (Protection) Act, 1986 and its hazardous-substances rules.
• Currency, negotiable instruments, and bearer financial documents.
• Precious metals, jewelry, and other items of exceptional or irreplaceable value, unless a Courier Partner's declared-value service is explicitly used and disclosed at booking.
• Live animals, human remains, and biological or medical waste.
• Counterfeit goods and any item whose sale or transport violates applicable law, including the Trade Marks Act, 1999 and the Copyright Act, 1957.
• Lithium batteries shipped loose (outside an appliance) via air mode, except where a Courier Partner's air-cargo compliance process is separately followed.

Additional country-specific restrictions, and requirements under the Customs Act, 1962 and the Foreign Trade Policy in force from time to time, apply to international shipments; you are responsible for confirming these before booking. Shipping a prohibited or restricted item is a material breach of these Terms. It may result in the shipment being seized, disposed of, or returned at your cost by the relevant Courier Partner or authority, and you will not be entitled to any claim, refund, or credit for that shipment. We reserve the right to suspend or terminate your Account for repeated or serious violations of this Section, and to cooperate with law enforcement where required.

11. Courier partner services

Transit time estimates shown in the Portal are indicative, provided by the Courier Partner, and not a guaranteed delivery commitment unless a specific Courier Partner service explicitly states otherwise at booking. Serviceability (whether a given pincode can be picked up from or delivered to) is determined by the Courier Partner and may change without notice.

Where a delivery location is classified as an Out-of-Delivery-Area (ODA) location, the Consignee may be required to collect the shipment from the nearest Courier Partner hub. Freight charges for shipments booked to a serviceable pincode are not refundable solely because a specific address within that pincode is later found to require self-collection.

12. Cash on Delivery

• For COD shipments, you must declare the correct amount to be collected at booking. We and our Courier Partners are not liable for a Consignee's refusal or inability to pay the declared amount.
• COD collections are remitted to you net of the applicable COD handling charge, on the schedule described in Section 7.5.
• We may, at our discretion, apply risk-based controls — including blocking COD for a specific Consignee flagged by Risk Ops, or capping the COD value we will process for a given Account — to manage fraud and non-payment risk.

13. NDR, RTO & delivery attempts

When a delivery attempt fails, the Courier Partner raises a Non-Delivery Report with a reason code, which appears in the Portal's Exceptions (NDR) console. You are responsible for acting on open NDRs — requesting a reattempt, rescheduling, correcting an address, or accepting a return — before the relevant Courier Partner's own retry window and maximum attempt count are exhausted.

• If you do not act within a Courier Partner's retry window, or once the maximum attempt count is reached, the shipment may be automatically returned to origin (RTO) without further action from us.
• Return freight for an RTO shipment is chargeable to your Wallet in the same manner as forward freight, unless the return was caused solely by our error.
• We are not liable for a Consignee's refusal to accept delivery, unavailability, or provision of an incorrect address.

14. Weight & dimension disputes

Freight is billed on the higher of the weight and dimensions you declared and those measured by the Courier Partner at their facility ("chargeable weight"). Where a Courier Partner reports a higher chargeable weight than you declared, an adjustment debit may be posted to your Wallet automatically.

You may dispute a weight or dimension adjustment within the window shown in the Portal from the date the adjustment is applied, by submitting supporting evidence (such as your own weighment record or package images) through Billing & COD. Disputes raised after this window, or without supporting evidence, may be rejected without further investigation, consistent with the relevant Courier Partner's own policy.

15. Claims, loss & damage

If a shipment is lost or damaged in transit, we will assist you in filing a claim with the responsible Courier Partner. Please note:

• Claims are assessed and paid according to the responsible Courier Partner's own liability policy and maximum compensation limits, which are disclosed to you at or before booking and are subject to change by the Courier Partner. Dispatch Solutions does not itself insure shipments and does not independently guarantee compensation beyond what the responsible Courier Partner pays.
• Claims must be reported within the time limit shown in the Portal from the delivery (or expected delivery) date, and typically require supporting evidence such as packaging images, an unboxing video, or the signed pickup manifest.
• Shipments containing prohibited items, inadequately packaged goods, or perishable/food items are not eligible for a claim, consistent with Section 10 and Section 9.
• You may separately arrange third-party transit insurance for high-value shipments; we can advise on this but do not provide it directly.

16. Cancellations & refunds

• A shipment may be cancelled from the Portal before it is picked up by the Courier Partner. Once picked up, cancellation is subject to the Courier Partner's own policy and may not be possible.
• Freight already deducted for a successfully cancelled pre-pickup shipment is credited back to your Wallet.
• Wallet recharges are non-refundable to your original payment method except where required by law; the balance remains available for use within the Portal. Where an Account is closed, any residual Wallet balance may be transferred to your registered bank account after all shipments are delivered or RTO-delivered and any outstanding dues are settled.

17. Business Channel & third-party integrations

When you connect a Business Channel (such as a Shopify or WooCommerce store, a marketplace, or an accounting tool like Zoho Books), you authorize us to access the order and customer data necessary to import orders and push tracking updates back to that platform. You are responsible for having the right to share that data with us under your own agreement with that platform and with your customers.

We are not responsible for the availability, accuracy, or conduct of third-party platforms you integrate, or for consequences arising from your use of them outside the Portal.

18. Rate cards & pricing changes

Rates shown under Rate Cards and in the Rate Check calculator reflect the pricing currently allocated to your Account and are indicative until a shipment is actually booked; the final charge reflects the shipment's actual chargeable weight, zone, and any applicable surcharges at the time of booking. We may revise Rate Cards, surcharges, or the couriers available to you from time to time, with notice provided through the Portal or by email for material changes.

19. Intellectual property

The Portal, including its software, design, text, graphics, and underlying technology, is owned by Ashrey Logistics Solution LLP or its licensors and is protected by applicable intellectual-property law. We grant you a limited, non-exclusive, non-transferable license to access and use the Portal for your own internal business purposes for as long as your Account remains active. You may not copy, modify, reverse-engineer, resell, or create derivative works from the Portal without our prior written consent.

You retain ownership of the data you upload (such as your product catalog and order data). You grant us a license to use that data solely to provide the Services to you, as described in our Privacy Policy.

20. Confidentiality

Each party agrees to keep confidential any non-public business, technical, or financial information disclosed by the other in connection with the Services, and to use it only for purposes of the relationship between us, except where disclosure is required by law or already agreed to under our Privacy Policy.

21. Disclaimers & limitation of liability

To the maximum extent permitted by applicable law:

• The Services are provided "as is" and "as available." We do not warrant that the Portal will be uninterrupted, error-free, or that any Courier Partner will meet a particular transit time.
• We are not liable for the acts, omissions, delays, or performance of any Courier Partner, payment gateway, KYC verification provider, or other third party integrated with the Portal — our role, and consequent liability, is limited to the Portal software and services we directly provide.
• We are not liable for indirect, incidental, special, consequential, or punitive damages, including loss of profit, revenue, data, or business opportunity, arising from your use of the Services, even if advised of the possibility of such damages.
• Where we are found liable for a direct loss notwithstanding the foregoing, our aggregate liability for any claim arising in a given month is limited to the total platform fees (excluding pass-through freight charges paid to Courier Partners) you paid us in that month.
• Nothing in these Terms limits liability that cannot be excluded or limited under applicable law, including liability for fraud or wilful misconduct.

22. Indemnification

You agree to indemnify and hold harmless Ashrey Logistics Solution LLP, our officers, employees, and Courier Partners from any claim, loss, liability, or expense (including reasonable legal fees) arising from: (a) your breach of these Terms; (b) inaccurate information you provided at booking or registration; (c) a shipment containing prohibited or restricted items; (d) your violation of applicable law; or (e) your infringement of any third party's rights, including a Consignee's data-privacy rights where you lacked a lawful basis to share their information with us.

23. Suspension & termination

• You may close your Account at any time, subject to settlement of any outstanding shipments, disputes, or dues.
• We may suspend or terminate your Account, with or without notice, where you materially breach these Terms, provide false information, fail KYC, engage in fraud or abuse, or where required by law or a Courier Partner's own policy.
• On termination, your right to access the Portal ends immediately. Provisions that by their nature should survive termination — including Sections 19–22 and 25–27 — remain in effect.
• Any residual Wallet balance following termination will be settled in accordance with Section 16.

24. Force majeure

Neither party is liable for a failure or delay in performance caused by circumstances beyond its reasonable control, including natural disasters, strikes, war, civil unrest, governmental action, epidemic or pandemic restrictions, internet or telecommunications failures, or a Courier Partner network disruption.

25. Dispute resolution & governing law

These Terms are governed by the laws of India. Before initiating formal proceedings, the parties agree to attempt in good faith to resolve any dispute through the Grievance Redressal process in Section 26. If a dispute is not resolved within 30 days of being raised, it shall be referred to and finally resolved by arbitration in accordance with the Arbitration and Conciliation Act, 1996, conducted by a sole arbitrator appointed by mutual agreement, seated at Gautam Buddha Nagar (Noida), Uttar Pradesh, India, with proceedings conducted in English. Subject to the foregoing, the courts at Gautam Buddha Nagar (Noida), Uttar Pradesh, India shall have exclusive jurisdiction.

26. Grievance redressal

For any complaint regarding the Services, please contact our support team in the first instance at support@dispatch.co.in. If unresolved, you may escalate to our Grievance Officer, appointed in accordance with the Consumer Protection (E-Commerce) Rules, 2020 and Rule 5(9) of the SPDI Rules:

27. Miscellaneous

27.1 Amendments

We may update these Terms from time to time. We will post the revised Terms with an updated "Last updated" date and, for material changes, provide additional notice through the Portal or by email. Continued use of the Services after a change takes effect constitutes acceptance.

27.2 Severability

If any provision of these Terms is held invalid or unenforceable, the remaining provisions continue in full force and effect.

27.3 Assignment

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

27.4 Entire agreement

These Terms, together with our Privacy Policy and any order-specific terms disclosed at booking, constitute the entire agreement between you and us regarding the Services, and supersede any prior agreement on the same subject.

27.5 No waiver

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

27.6 Notices

We may provide notices to you via the Portal, email, or SMS/WhatsApp using the contact details on your Account. Notices to us should be sent to legal@dispatch.co.in.