Terms of Service

Welcome to GupKart ("we," "our," or "us"). By accessing or using our conversational commerce platform, order-management tools, browser-based communication features, AI-assisted functionality, and related software services, you ("Merchant," "Seller," or "User") agree to be bound by these Terms of Service. If you do not agree, please do not use our services.

1. Nature of the Platform & Technology Enabler

• Role: GupKart operates as a technology enabler and software-as-a-service (SaaS) provider for conversational commerce, product and order management, merchant dashboards, fulfillment workflows, and AI-assisted commerce features. AI-assisted functionality forms part of the broader commerce workflow and is intended to assist merchants with routine customer interactions and operations while merchants retain control of their businesses and customer relationships.
• Browser-Based Communication Services: Where browser-based communication functionality is used, access and messaging are subject to platform availability, applicable policies, documentation, and account-level restrictions.
• No Direct Inventory or Liability: GupKart does not own, stock, inspect, manufacture, or sell merchants' physical products. The merchant remains the seller of record and is responsible for product legality, quality, pricing, taxes, customer service, returns, refunds, fulfillment, and compliance with applicable laws.
• Third-Party Integrations: GupKart may integrate with third-party payment gateways, couriers, mapping providers, communication platforms, cloud services, and other service providers where those integrations are available, configured, and approved. Examples may include Safepay, Leopards, TCS, Trax, Bykea, OpenStreetMap-related services, Meta, and WhatsApp. Third-party services remain subject to their own availability, terms, policies, approvals, fees, and technical limitations.

2. Merchant Accounts, Wallets & Service Fees

• Merchant Information: Merchants must provide accurate, current, and lawful business information and must only connect business accounts, phone numbers, payment accounts, and other services that they own or are properly authorized to use.
• Wallet System: Merchants may maintain a prepaid service wallet with GupKart to cover platform subscription fees, service charges, commissions, and other disclosed platform costs. This service wallet contains merchant service funds and is not intended to hold customer purchase funds.
• Per-Order Commission: Where applicable under the merchant's active pricing plan, GupKart may charge a per-order commission according to the pricing and billing rules disclosed by the platform. Cancelled, failed, returned, or otherwise ineligible orders will be treated according to the applicable billing rules and Refund & Cancellation Policy.
• Wallet Balance Threshold (-50 PKR Rule): Where this billing rule applies to a merchant's active account, automated platform functionality may be paused if the service wallet balance reaches -50 PKR or below. This is a technical service-control mechanism rather than a penalty charge. Eligible services may resume after the required balance is restored.

3. Browser Messaging & Merchant Responsibilities

• Authorization: Merchants must have the legal authority and any required authorization to connect and use business contact numbers or related messaging assets with GupKart. GupKart must not be used to impersonate another business or access another party's messaging assets without authorization.
• Customer Consent: Merchants are responsible for obtaining all legally and contractually required customer consent or opt-in before initiating communications, sharing customer contact information with service providers, or sending marketing, promotional, transactional, or automated messages where consent is required.
• Opt-Out Requests: Merchants must promptly honor customer requests to stop, unsubscribe from, or opt out of platform communications and must not continue sending messages after consent has been withdrawn where applicable.
• Message Templates: Messages sent outside an applicable customer-service conversation window must follow platform policies. GupKart may restrict or prevent messages that do not satisfy applicable template, consent, or policy requirements.
• Human Support: Where automated or AI-assisted responses are used, merchants must maintain a reasonable method for customers to reach a human representative or merchant support when escalation is requested or appropriate.
• No Resale of Credentials: GupKart provides software and integration services. It does not sell, transfer, or provide unrestricted platform access tokens, credentials, or accounts as standalone products. Merchants must not request, share, expose, or misuse platform credentials.

4. AI-Assisted Commerce Features

• Purpose: GupKart may provide AI-assisted functionality to help merchants answer routine product questions, organize conversations, assist with order capture, and perform other commerce-related tasks. Merchants remain responsible for supervising their business operations and the accuracy and legality of information provided to customers.
• No Guaranteed Output: Automated or AI-assisted outputs may occasionally be incomplete or inaccurate. Merchants should review material business decisions, unusual requests, disputes, sensitive matters, and other situations that reasonably require human judgment.
• Platform Compliance: AI-assisted features will only be offered to the extent permitted under applicable platform terms, including any restrictions concerning AI providers, automation, Business Solution Data, and approved business use cases.

5. Acceptable Use Policy

• Merchants must not use GupKart for unlawful activity, fraud, impersonation, harassment, deceptive marketing, spam, unsolicited bulk messaging, unauthorized collection of personal data, or any conduct prohibited by applicable law or the policies of connected service providers.
• Merchants must not use GupKart or browser-based communication features to offer, market, facilitate, or sell products or services prohibited or restricted by applicable payment-provider, courier, or legal requirements.
• Merchants must provide truthful product information and must not make misleading claims regarding pricing, availability, delivery, authenticity, refunds, guarantees, or other material characteristics of goods or services.
• GupKart may suspend or restrict platform automation, AI-assisted functionality, payments, courier automation, or account access where required to protect customers, comply with law, comply with third-party platform requirements, investigate suspected abuse, or respond to restrictions imposed by payment providers, couriers, or other service providers.

6. Third-Party Platform Compliance

Merchants acknowledge that access to third-party services is not controlled solely by GupKart. Payment providers, courier companies, cloud providers, and other integrated services may approve, reject, restrict, suspend, modify, or discontinue access according to their own policies. Merchants agree to comply with all applicable third-party terms and understand that GupKart may modify or disable affected functionality where necessary to remain compliant.