Terms of Service

Effective Date: 1st January 2026

These Terms of Service constitute an electronic record in terms of the Information Technology Act, 2000 and the rules made thereunder, as applicable. This document is published in accordance with Rule 3(1) of the Information Technology (Intermediaries Guidelines) Rules, 2011, which requires publication of the rules, regulations, privacy policy, and terms of use for access to the Platform.

1. Introduction and Acceptance

These Terms of Service ("Terms") form a legally binding agreement between you ("User", "you", or "your") and Terrapin Technologies Pvt Ltd, a company incorporated under the Companies Act, 2013, with its registered office in Maharashtra, India ("Terrapin", "we", "us", or "our").By creating an account, accessing the Platform at terrapincrm.com, or using any of our Services, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree, you must not use the Platform.If you are accessing the Platform on behalf of a business entity, you represent that you have authority to bind that entity, and references to "you" include that entity.

2. Description of Services

Terrapin is an AI-powered unified commerce and order management platform designed for Indian D2C brands and marketplace sellers. The Services include:

Centralised order management across multiple marketplaces including Amazon, Flipkart, Meesho, and Shopsy.
AI Agents for Marketing, Sales, Customer Support, and Billing automation.
Inventory tracking, catalogue management, and analytics.
Integration with third-party logistics providers, payment gateways, and advertising platforms.
Communication and WhatsApp automation tools.

Features available to you depend on your active subscription plan. Terrapin reserves the right to modify, enhance, or discontinue any feature at any time, without prior notice. Terrapin also reserves the right, at any time and without prior notice, to temporarily suspend access to all or part of the Platform for maintenance, error correction, security patches, or upgrades. Terrapin shall not be liable for any inconvenience, loss, or damage arising from such downtime. Emergency security patches may be applied without any notice.

Terrapin may engage subcontractors and sub-processors to assist in delivering the Services. Terrapin remains responsible for the acts and omissions of its subcontractors to the same extent as if performed by Terrapin directly. Any sub-processors handling your data will be bound by data protection obligations no less protective than those set out in these Terms and our Privacy Policy.

3. Eligibility

To use the Platform you must: (a) be at least 18 years of age; (b) be legally capable of entering into binding contracts under Indian law; (c) operate a lawful commercial enterprise; and (d) provide accurate and current registration information at all times. Terrapin reserves the right to refuse access to any individual or entity at its sole discretion, including where fraudulent or unlawful activity is suspected.

4. Account Registration and Security

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must notify Terrapin immediately at support@terrapintech.org if you become aware of any unauthorised access.

4.1 No Credential Sharing
Your User ID and login credentials are issued exclusively to you. Sharing credentials with any other individual - whether inside or outside your organisation - is strictly prohibited. All activity conducted under your credentials is deemed to be your own. If Terrapin detects or reasonably suspects that credentials are being shared in an unauthorised manner, it reserves the right to suspend or terminate the account immediately and without refund of any prepaid fees.

4.2 Single-Company Use
Each account and subscription is licensed for use in connection with a single registered business entity. You may not use one account to manage the operations of multiple distinct businesses, separately GST-registered brands, or legally separate entities unless you have purchased a Multi-Company Licence from Terrapin. Multi-Company Licences are available as a separately priced add-on. Violation of this restriction may result in immediate access restriction, mandatory licence upgrade, or account termination.

4.3 No Account Transfer
Your account may not be transferred, sold, or assigned to any other individual or entity without Terrapin's prior written consent. Any attempt to do so without such consent is void and may result in immediate termination. Any user whose account has been suspended or terminated may not re-register or access the Platform through another account until Terrapin has expressly reinstated their access in writing.

4.4 Account Ownership Disputes
In the event of a dispute over account ownership, Terrapin reserves the right to request documentation to determine rightful ownership - including business registration certificates, government-issued identification, or written authority. Terrapin may, in its sole discretion, determine rightful ownership and transfer or freeze the account accordingly. Terrapin's determination is final for the purpose of platform access and does not constitute a legal ruling on ownership.

4.5 Conduct Towards Terrapin Personnel
Any form of verbal, written, or electronic abuse - including threats, harassment, or intimidation - directed at any Terrapin employee, contractor, officer, or representative will result in immediate account termination without refund. Terrapin reserves the right to report such conduct to the relevant legal authorities.

5. Pricing, Subscription, and Billing

5.1 Pricing Structure
Terrapin's pricing comprises two elements: (a) a recurring subscription fee for platform access, billed monthly or annually; and (b) a record handling fee charged on a per-transaction or per-record basis depending on usage volume and features activated. Both components together constitute your total cost. Details of current pricing and plan-specific usage limits are published at terrapincrm.com/pricing and may be updated from time to time.

5.2 Right to Change Pricing
Terrapin reserves the right to change its pricing, including subscription rates and record handling fees, at any time. Changes will be reflected on our pricing page and will apply from your next billing cycle after the change is published. Continued use of the Platform after a pricing change constitutes your acceptance of the revised pricing. It is your responsibility to review our pricing page periodically. Terrapin shall not be liable for charges incurred due to failure to review updated pricing. Note that the pricing changes published by Terrapin shall not affect the fees already paid for the current prepaid Subscription Period but will apply upon renewal or commencement of any subsequent Subscription Period. By renewing or continuing the subscription after the end of the current Subscription Period, you agree to the then-current pricing and applicable terms.

5.3 Free Trial
Terrapin may, at its sole discretion, offer a limited free trial to eligible new users for evaluation purposes only. Free trials are limited to one per individual or business entity. Creating multiple accounts to extend trial access is prohibited and may result in suspension. Upon trial expiry, continued access requires a paid subscription.

5.4 Subscription Continuity - No Pausing for Non-Use
Your subscription is a time-based licence. Fees accrue and remain payable regardless of whether you actively use the Platform during a billing period. Temporary inactivity - whether for days, weeks, or months - does not pause, suspend, reduce, or waive your subscription obligations. Fees continue to be charged on your regular billing cycle and will not be credited or refunded on account of non-use. If you wish to stop incurring charges, you must formally cancel your subscription per our Cancellation Policy at terrapincrm.com/cancellation-policy. Mere inactivity does not constitute cancellation.

5.5 Payment, Taxes, and Failed Payments
All fees are billed in Indian Rupees (INR) and are exclusive of Goods and Services Tax (GST) and any other applicable levies, which will be charged additionally at prevailing rates. Subscriptions auto-renew at the end of each billing cycle, and you authorise Terrapin to charge your payment method on a recurring basis. If a payment fails, Terrapin may suspend access until dues are cleared. Failure to clear dues within 15 days of the invoice date may result in account termination.

6. Your Data

You retain full ownership of all data, content, and information you submit to the Platform ("Your Data"). By using the Services, you grant Terrapin a limited, non-exclusive, royalty-free license to store and process Your Data solely for the purpose of providing the Services. Terrapin will not sell Your Data to third parties. Our full data practices are described in the Privacy Policy at terrapincrm.com/privacy-policy.

You represent that you own or have all necessary rights to submit Your Data, and that Your Data does not violate any applicable laws or third-party rights. You are solely responsible for the accuracy, legality, and quality of Your Data.

6.1 Client-Posted Content
Terrapin is not responsible for any content generated, posted, published, transmitted, or otherwise made available by you or your authorised users through the Platform, including product listings, marketing copy, customer communications, catalogue data, or any other materials ("Client Content"). You are solely responsible for ensuring that Client Content complies with all applicable laws, platform policies, and third-party rights. Terrapin shall not be liable for any consequences arising from Client Content, including but not limited to intellectual property infringement, consumer complaints, regulatory action, marketplace penalties, or reputational harm.

6.2 AI-Generated Content
The Platform's AI features may suggest, draft, or generate content including but not limited to product descriptions, marketing copy, and advertising materials ("AI-Generated Content"). All AI-Generated Content is a recommendation only. You are solely responsible for reviewing, editing, approving, and ensuring that any AI-Generated Content you generate and/or publish or act upon complies with applicable laws, advertising standards, marketplace policies, and industry regulations. Terrapin shall not be liable for any consequences arising from the use or publication of AI-Generated Content, including ad disapprovals, platform penalties, regulatory fines, or any other loss.

6.3 Data Retention and Deletion upon Inactivity
Where an account has been completely inactive - meaning no logins, no API activity, and no data transactions - for a continuous period of ninety (30) days, Terrapin reserves the right to permanently delete all data associated with that account without further obligation. It is your sole responsibility to ensure your account remains active or that you export your data prior to any period of extended inactivity. Terrapin shall not be liable for any loss of data arising from deletion carried out under this clause.

7. Marketing and Brand use consent

By creating an account and using the Services, you expressly consent to Terrapin referencing your name, company name, logo, and brand identity in its own marketing materials, case studies, client listings, website, investor presentations, and promotional content. Terrapin will use such materials in a factual and professional manner and will not make representations about specific commercial outcomes attributable to your use of the Platform without your prior written approval.

8. Acceptable Use

You agree to use the Platform only for lawful commercial purposes. You must not:

Use the Platform in any manner that violates applicable Indian or international law.
Attempt to gain unauthorized access to any part of the Platform, its infrastructure, or another user's account.
Reverse engineer, decompile, or attempt to derive the source code of the Platform or its AI systems.
Scrape or systematically extract data from the Platform.
Upload or transmit content that infringes any third-party intellectual property, privacy, or other rights.
Impersonate any person or misrepresent your identity or affiliation.
Reproduce, duplicate, resell, or exploit any portion of the Services without Terrapin's prior written consent.

You are solely responsible for all activity under your account, including activity by staff members, agents, contractors, or integrations using your credentials or API keys. You must keep API keys and access tokens confidential. Terrapin shall not be liable for any loss resulting from unauthorized use of your credentials or API access.

Violation of this policy may result in immediate account suspension or termination without refund.

10. Third-Party Services and Advertising Platform Integrations

10.1 General Third-Party Services
The Platform connects with third-party services including marketplace platforms, social media platforms, logistics providers, and payment gateways. These services are governed by their own terms and policies. Terrapin does not own, control, endorse, or assume liability for any third-party platform. Disputes arising from the use of third-party services must be resolved directly with the relevant provider.

Terrapin is not responsible for changes to third-party APIs, marketplace policies, or fee structures that may affect integrations. It is your responsibility to remain compliant with the terms of any third-party platforms you connect through Terrapin.

10.2 Advertising Platform APIs
The Platform may connect with advertising and social media APIs including Google Ads API, Meta Ads API (Facebook and Instagram), and other digital advertising platforms you elect to integrate ("Ad Platforms"). Each Ad Platform is an independent third-party service governed by its own terms of service, advertising policies, and billing arrangements. By authorizing such integrations, you accept the applicable Ad Platform's terms in full.

All advertising budgets, bid strategies, campaign parameters, targeting settings, and ad creatives published through any Ad Platform are set, approved, and controlled by you or your authorized staff. Terrapin shall not be responsible for any ad spend, charges, overspend, billing errors, or cost overruns incurred on any Ad Platform account, whether arising from manual settings, AI-generated recommendations acted upon by you, automated bidding rules, or any other cause.

Terrapin shall not be liable for any consequences arising from ads that are incorrectly configured, factually inaccurate, policy-violating, or otherwise non-compliant with Ad Platform policies or applicable law - including account suspensions, ad disapprovals, financial penalties levied by the Ad Platform, or reputational harm. You are solely responsible for reviewing all ad creatives and campaign settings before activation, regardless of whether such content was suggested by the Platform's AI features.

You must maintain control over your own Ad Platform accounts, access tokens, and API credentials. Terrapin shall not be liable for any loss, unauthorized spend, or policy violation arising from compromised or improperly shared Ad Platform credentials. API access granted to Terrapin is limited to permissions necessary to deliver the Services and may be revoked by you at any time.

Terrapin does not guarantee the continuous availability of any Ad Platform integration. Ad Platform providers may change, restrict, deprecate, or discontinue API access at any time without notice. Such changes shall not constitute a breach of these Terms, nor give rise to any refund or service credit obligation.

11. Limitation of Liability and Indemnification

11.1 Services Provided As-Is
The Platform is provided on an "as is" and "as available" basis. Terrapin makes no warranties, express, implied, or statutory, including but not limited to warranties of merchantability, fitness for a particular purpose, or uninterrupted, error-free operation. Terrapin does not warrant that: (a) the Services will be uninterrupted, timely, secure, or free of errors; (b) the results obtained from use of the Services will be accurate or reliable; or (c) the quality of any data, functionality, or other material obtained through the Services will meet your expectations.

11.2 No Liability for Indirect Damages
To the fullest extent permitted by applicable law, Terrapin and its officers, directors, employees, agents, and suppliers will not be liable for any direct, indirect, incidental, special, consequential, or exemplary damages - including but not limited to damages for loss of profits, loss of revenue, loss of goodwill, loss of data, business interruption, or loss of other intangible assets - arising out of or relating to your use of, or inability to use, the Platform or these Terms, however caused and regardless of the theory of liability, even if Terrapin has been advised of the possibility of such damages.

11.3 Cap on Liability
To the maximum extent permitted by law, Terrapin's total aggregate liability to you for any and all claims arising out of or in connection with these Terms or the Services shall not exceed the total subscription fees paid by you to Terrapin in the three (3) calendar months immediately preceding the event giving rise to the claim. For prepaid subscriptions, the liability cap shall be calculated with reference to the fees attributable to the relevant Subscription Period, irrespective of the billing cycle or payment schedule. Any fees paid in advance for future Subscription Periods shall be excluded from such calculation.

11.4 Tax Obligations
Terrapin is not responsible for any of your tax obligations or liabilities arising from your use of the Services. You are solely responsible for determining, collecting, reporting, and remitting all applicable taxes, including GST, TDS, or other levies, related to your commercial activities conducted through the Platform.

11.5 Indemnification
You agree to indemnify, defend, and hold harmless Terrapin Technologies Pvt Ltd and its parent, subsidiaries, affiliates, officers, directors, agents, employees, and successors from and against any claim, demand, liability, loss, damage, penalty, or expense (including reasonable legal fees) arising out of or related to: (a) your breach of these Terms or any document incorporated herein; (b) your violation of any applicable law or the rights of any third party; (c) any aspect of the transaction between you and your customers, including refunds, fraudulent transactions, or alleged violations of consumer protection laws; (d) any Client Content or AI-Generated Content you publish or act upon; or (e) any data you upload or process through the Platform.

You will be responsible for any breach of these Terms by your affiliates, agents, or subcontractors and will be liable as if the breach were your own.

Your use of the Services is at your sole risk.

12. Term and Termination

These Terms commence on the date you first access the Platform and remain in force until your account is terminated. You may cancel your subscription at any time in accordance with our Cancellation Policy. Terrapin may suspend or terminate your account immediately and without notice if you breach any provision of these Terms, fail to make payment when due, engage in fraudulent or illegal activity, or if continued service would violate applicable law.

Upon termination, your right to access the Platform ceases immediately. Terrapin may, at its sole discretion, delete your account data in accordance with its data retention policy. You will not be entitled to a refund of any prepaid fees upon termination for breach.

All obligations and liabilities incurred by you prior to the termination date survive the termination of these Terms for all purposes. Sections 6, 7, 9, 11, 13, and 14 shall additionally continue in full force after termination.

13. Modifications to These Terms

Terrapin reserves the right to update or modify these Terms at any time. Material changes will be communicated via email or a prominent notice on the Platform at least 14 days before they take effect. Your continued use of the Platform after the effective date of any revision constitutes your acceptance of the updated Terms. If you do not agree to the revised Terms, you must stop using the Platform and cancel your subscription.

14. Governing Law, Dispute Resolution, and General Provisions

14.1 Governing Law and Disputes
These Terms are governed by the laws of India. Any dispute arising out of or in connection with these Terms shall first be subject to good-faith negotiation between senior representatives of both parties for a period of 30 days from written notice. If unresolved, the dispute shall be referred to binding arbitration under the Arbitration and Conciliation Act, 1996, as amended. The seat and venue of arbitration shall be Pune, Maharashtra. The language of arbitration shall be English, and the award shall be final and binding. Notwithstanding the foregoing, Terrapin may seek interim or injunctive relief from courts of competent jurisdiction in Pune, Maharashtra.

14.2 Force Majeure
Neither party shall be liable for any delay or failure in performance (other than payment obligations) caused by circumstances beyond its reasonable control, including acts of God, war, terrorism, pandemic, government action, internet outages, power failures, cyberattacks, or third-party infrastructure failures ("Force Majeure Event"). The affected party shall notify the other promptly and use reasonable efforts to resume performance. If a Force Majeure Event continues for more than 30 days, either party may terminate these Terms without further liability on 14 days' written notice.

14.3 Entire Agreement
These Terms, together with the Privacy Policy and Cancellation Policy, constitute the entire agreement between you and Terrapin with respect to the Platform and supersede all prior understandings.

14.4 Severability & Waiver
If any provision of these Terms is held to be invalid or unenforceable, that provision will be modified to the minimum extent necessary and the remaining provisions will continue in full force. Terrapin's failure to enforce any right under these Terms does not constitute a waiver of that right.

15. Grievance Redressal Mechanism

In accordance with the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023, Terrapin has designated a Grievance Officer to address complaints regarding the Platform or these Terms.

If you have any grievance, objection, or complaint - including concerns about your account, data handling, or any action taken by Terrapin - please raise it with the Grievance Officer at the contact below, providing all relevant information to enable timely resolution.

Complaints will be acknowledged within 48 hours of receipt. The Grievance Officer will endeavor to resolve all complaints within 30 days. If you fail to provide information reasonably requested by the Grievance Officer, your complaint may remain unresolved through no fault of Terrapin.

Grievance Officer
Name: Vikash Periwal
Email: grievance@terrapintech.org

For all other questions, legal notices, or support requests:

Terrapin Technologies Pvt Ltd
Legal: legal@terrapintech.org
Support: support@terrapintech.org
Website: www.terrapincrm.com