Terms of Service

1. Introduction & Acceptance

Welcome to Vendora ("Platform", "we", "our", or "us"). Vendora is a multi-tenant e-commerce Software-as-a-Service (SaaS) platform operated in Pakistan, designed to enable independent merchants and business owners ("Merchants", "you") to build, configure, host, and manage their own online storefronts.

By accessing our website (vendora.pk), registering an account, subscribing to any plan, or using any services provided by the Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service, along with our Privacy Policy, Refund Policy, and Service Delivery Policy. If you do not agree to these terms, you are not authorized to use the Platform.

2. Account Registration & Security

To access and use the Platform, you must register a merchant account by providing your full legal name, current address, active mobile number, valid email address, and any other required details.

• Age Requirement: You must be at least 18 years of age or possess legal business authorization to contract under the laws of the Islamic Republic of Pakistan.
• Accuracy of Information: You agree to provide true, current, and complete information during registration and keep this information updated at all times.
• Account Custody: You are fully responsible for maintaining the confidentiality of your login credentials (username, password). Any actions or orders processed under your credentials will be deemed as initiated by you.
• Store Isolation: Each store runs as a separate database-isolated tenant. Merchants are strictly prohibited from attempting to bypass store barriers or access data belonging to other tenants.

3. Subscription Plans & Payment Terms

Vendora offers both monthly and discounted yearly plans (Starter, Growth, Pro). Pricing tiers, storage capacities, domain bounds, and transaction allocations are described on our official pricing page.

• Currency & Invoices: All transactions and subscription payments are priced in Pakistani Rupees (PKR). Invoices are generated electronically.
• Manual Payment Validation: For bank transfers, EasyPaisa, or JazzCash payments, you must upload clean, legible screenshots or receipt transaction IDs through the billing dashboard. Your store activation or renewal will proceed once our administrative panel validates the funds.
• Taxes: Fees are exclusive of applicable federal or provincial sales taxes (GST/PST) as mandated by the Federal Board of Revenue (FBR) or provincial revenue agencies, which will be billed additionally where applicable.

4. Cancellation & Refund Policies

Vendora requires upfront payment to activate a merchant store. Once payment is processed, services are provisioned immediately. A 7-day refund window applies after payment, subject to the eligibility criteria below.

• Subscription Cancellations: You can cancel your subscription at any time. Upon cancellation, your store storefront will be locked at the end of your current billing cycle, but your historical data will be preserved for up to 90 days.
• 7-Day Activation Window: Refund claims must be sent to [email protected] within exactly 7 days of the initial subscription payment or automatic renewal charge.
• Audit & Disqualification Criteria: Refund requests are only eligible for approval if the store has not processed commercial buyer orders, generated customer invoices, or configured a custom domain during the active billing period.
• System Outages: In the rare event of major, verified platform downtime exceeding 48 consecutive hours, merchants can contact support for a prorated service credit or partial refund.

5. Acceptable Use & Prohibited Goods

You retain full legal ownership and liability for all products, descriptions, images, and content displayed on your store. However, you strictly agree not to host or sell the following items:

• Illegal Materials: Drugs, illicit substances, weapons, explosives, or items violating the Pakistan Penal Code.
• Copyright Infringement: Counterfeit goods, replicas, pirated software, or unauthorized brand reproductions.
• Offensive Content: Adult materials, pornography, hate speech, or content promoting discrimination or violence.
• Financial Schemes: Multi-level marketing (MLM), lottery tickets, unregistered financial schemes, or virtual currency assets.

Vendora reserves the absolute right to suspend, terminate, or delete any store database immediately without warning if merchant products violate this Acceptable Use Policy.

6. Intellectual Property Rights

We claim no intellectual property rights over the materials you upload to your store. All materials, media, and customer lists remain yours.

The Platform's code, structure, themes (including *Lumina*, *Omni*, and others), logos, dashboard interface, and documentation are the exclusive intellectual property of Vendora. You are granted a limited, non-transferable license to use these assets solely for hosting your store within the Platform. You may not extract, copy, or redistribute our code or themes.

7. Store Operations & Customer Relations

As a merchant, you run your store as an independent business. You are solely responsible for processing orders, managing inventory, fulfilling shipments (whether via third-party logistics like Leopards, TCS, M&P, or self-shipping), and handling buyer inquiries.

You must handle your buyers' personal data in compliance with the Prevention of Electronic Crimes Act (PECA) 2016 and other applicable laws of Pakistan. In addition, you acknowledge that Vendora will comply with Pakistan's Personal Data Protection law once formally enacted, since it is currently still in legislative process. You are prohibited from selling, sharing, or misusing buyer information gathered through the Platform.

8. Uptime, SLA & Maintenance

We strive to maintain a 99.9% uptime for both the management dashboard and all customer storefronts. However, server maintenance, updates, or local internet routing events may cause temporary downtime.

Routine maintenance window notifications will be posted in the admin dashboard beforehand. Vendora is not liable for minor outages, lost revenue, or interrupted customer carts resulting from network latency or maintenance.

9. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL VENDORA, ITS DIRECTORS, OR DEVELOPERS BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENT, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA LOSS, OR SYSTEM DOWNTIME, ARISING OUT OF OR IN CONNECTION WITH THE USE OF OUR SERVICES.

10. Governing Law & Disputes

These Terms of Service shall be governed by, construed, and enforced in accordance with the federal laws of the Islamic Republic of Pakistan. Any disputes, actions, or claims arising from these terms or Platform usage shall be resolved exclusively within the competent courts of Peshawar, Khyber Pakhtunkhwa, Pakistan.

11. Legal Contact & Head Office

For any legal notices, inquiries, or official correspondence regarding these Terms of Service, please write to our legal team: