Terms of Service

1. Agreement and eligibility

These Terms are an electronic agreement between Aarama Ventures LLP (Company, we, us or our), which operates VEMOVE, and the individual or entity using VEMOVE (Customer, Merchant, Shipper, you or your). Creating an account, affirmatively accepting the terms, using an API key or placing a booking accepts these Terms, the Privacy Policy, Refund and Cancellation Policy, Acceptable Use Policy, applicable commercial schedule and carrier terms.

You must be at least 18 and able to contract. If acting for a business or another person, you confirm authority to bind them. A signed order form or commercial schedule controls only where it expressly conflicts with these Terms.

If you use VEMOVE as an individual consumer, rights and remedies that applicable consumer law does not permit you to waive remain unaffected. Individual booking will be offered only where the service, price, cancellation treatment and grievance route are displayed for that journey.

2. Platform role and carrier services

VEMOVE is a technology and shipping-operations platform providing enabled serviceability, tariff, booking, label, manifest, pickup, tracking, exception, wallet, reconciliation, integration, API and support workflows. Availability depends on account configuration, verification, approved carrier products, location, contract and technical readiness.

Unless a written agreement says otherwise, VEMOVE does not itself carry, sort or deliver items. Physical acceptance, carriage, delivery, return, inspection and carrier compensation are performed by the selected carrier. Each service is subject to its carrier's applicable law, conditions and operational instructions. For enabled India Post services, these include the Post Office Act, 2023, Post Office Rules, 2024 and Post Office Regulations, 2024. VEMOVE does not claim endorsement, agency, exclusivity or partnership with any carrier without written evidence.

A quote, pickup request, AWB reservation, label or tracking view does not prove carrier acceptance or handover. The applicable carrier booking, receipt, scan, remittance or other authoritative record controls.

3. Account, KYC and security

Provide complete, current identity, business, tax, bank, contact and pickup information. We may require KYC, beneficial-owner, bank, tax, address, licence or authority evidence before enabling or continuing a feature. Format validation or upload is not authoritative verification.

You are responsible for authorised users, credentials, API keys, connected stores and account activity. Protect access and notify sales@vemove.in of compromise. Do not share accounts outside your organisation or bypass tenant, role, rate, booking or security controls.

4. Shipment declarations and seller responsibility

Shipments are tendered on a said-to-contain basis unless lawfully inspected. You are responsible for lawful ownership and sale, contents, sender and recipient details, pincode, weight, dimensions, quantity, description, value, payment mode, COD amount, packaging, labels, invoices, e-way bills, permits and all product-specific consumer, tax, customs, Legal Metrology, food, drug and environmental compliance.

You confirm a lawful basis and authority to provide sender, recipient, employee and customer personal data for booking, delivery, communications, fraud prevention, support and claims, and must give required notices.

The Company, carrier or competent authority may inspect, open, detain, reject, return, dispose of or disclose an item where authorised. You bear resulting charges, duties, penalties and reasonable costs to the extent caused by your goods, declaration, packaging, omission or breach.

Pack each shipment for its contents and route, apply the correct VEMOVE-generated label and required invoice or permit, keep it ready within the confirmed pickup window, and obtain the carrier's receipt, manifest signature or first authoritative acceptance scan. A pickup request or an unscanned label is not proof of handover.

5. Quotes, charges, taxes and wallet

Quotes depend on submitted data, configured tariffs, taxes and surcharges. A later debit or credit requires a carrier record, verified measurement, contractual surcharge, RTO or return event, tax correction, duplicate transaction or other documented adjustment. Available disputes must be raised with evidence within the displayed deadline.

Maintain cleared funds or an approved payment arrangement. Wallet entries are account records, not deposits, interest-bearing accounts or transferable stored value. Provider terms govern payment processing. No lowest-rate, discount or fixed-tariff statement is binding unless in an approved, dated commercial schedule.

Chargeable weight may be the greater of verified physical weight and volumetric weight under the selected carrier's current dimensional divisor, rounding unit and service rules. A remeasurement adjustment must identify the shipment and supporting carrier or measurement evidence; the dispute route and deadline shown in the account or commercial schedule apply.

Undisputed or finally determined amounts may be set off against credits, refunds or COD with an auditable ledger entry. A proportionate hold may apply for documented fraud, chargeback, legal, carrier or loss risk.

6. Booking, pickup, cancellation and return

A booking is confirmed only by the required successful carrier mutation or authoritative acceptance. Pickup requests depend on serviceability, cutoff, capacity and confirmation. Cancellation is not guaranteed after carrier acceptance, manifest closure, handover or cutoff. Charges actually incurred for forward, cancellation, RTO, return, storage or disposal remain payable.

Delivery estimates are estimates unless the selected service expressly includes a carrier-backed guarantee and all conditions are met. Monitor tracking and exception notices and respond within displayed or carrier deadlines. A VEMOVE request is not a completed carrier action until authoritative evidence confirms it.

Return to sender or return to origin after an unsuccessful forward shipment is different from a separately requested reverse pickup. Each may have a different price and eligibility. Accept returned items at the registered return address; documented storage, repeated-delivery or disposal charges may apply only under disclosed carrier or commercial terms.

7. COD, insurance and claims

A delivered scan does not prove COD receipt. COD becomes payable only after authoritative carrier remittance and cleared funds are received and reconciled, subject to agreed deductions, reversals, lawful holds, set-off and bank verification. Account configuration or a commercial schedule controls cycles, limits and fees.

Declared value does not create insurance. Protection applies only when expressly enabled, accepted and evidenced under carrier or insurer terms. Claim exclusions, deductibles, limits and deadlines control.

File loss, damage, delay, wrong-delivery or non-delivery claims within the shortest applicable deadline with required AWB, invoice, value, packaging, handover and recipient evidence. VEMOVE may facilitate and pass through compensation received, but cannot guarantee carrier or insurer outcome, timing or amount.

8. Acceptable use, data and intellectual property

Follow the Acceptable Use Policy. Do not ship prohibited goods, misuse COD, create fraudulent bookings, scrape or overload VEMOVE, bypass access controls, introduce malicious code, probe another tenant, misrepresent tracking or violate law or third-party rights.

You own submitted content and grant the Company and processors a limited licence to host, transform and transmit it to provide, secure, support and improve the service, comply with law, and create non-identifying aggregated insights. VEMOVE software, brand, documentation and design remain Company or licensor property.

For a connected store or API, request only the permissions needed for the enabled workflow, keep credentials and webhook secrets secure, maintain lawful customer notices, and promptly disconnect access that is no longer required. Disconnecting stops future VEMOVE sync after the request is processed; it does not automatically erase historical imports, shipment records or records another party must retain. You remain responsible for source-order accuracy and mapping choices; VEMOVE remains responsible for following documented instructions and protecting data in its control.

9. Suspension, holds and termination

We may proportionately reject, restrict, hold or suspend for suspected fraud, prohibited goods, compromise, KYC failure, non-payment, chargeback, carrier instruction, legal request, material breach or risk to users or the network. We will give notice and reasons where reasonably practicable and lawful.

Closure requires resolution of active shipments, claims, invoices, COD, chargebacks and liabilities. Accrued payment, retention, confidentiality, claim, indemnity and dispute obligations survive. Refundable wallet funds remain subject to lawful holds and set-off.

10. Warranties and allocation of liability

VEMOVE is provided on an as-available basis. To the extent permitted by law, we do not promise uninterrupted operation, universal serviceability, error-free third-party data or a commercial result. Express signed commitments and rights that law does not allow us to waive remain unaffected.

Carrier-caused loss, damage, delay, interception, detention, return or non-delivery is governed by carrier law and terms, including compensation limits. The Company remains responsible for its own obligations and does not exclude liability that cannot lawfully be excluded, including its fraud or wilful misconduct.

To the extent permitted by law, neither party is liable for indirect, special, punitive or consequential loss or unforeseeable loss of profit, goodwill or opportunity. Subject to non-excludable liability and signed schedules, the Company's aggregate Platform liability in twelve months will not exceed platform fees paid or payable for that period; pass-through carrier charges, taxes and COD principal are not platform fees.

11. Indemnity

You will defend and indemnify the Company and its personnel against third-party claims and reasonable costs to the extent arising from your goods, unlawful sale, prohibited contents, inaccurate declaration, packaging, recipient or consumer claim, product defect, regulatory breach, misuse of personal data, infringement, fraud or material breach. We must give reasonable notice and may participate. No settlement may admit our fault or bind us without consent.

12. Changes, notices and disputes

Each change will carry a new version and date. Before an adverse material change becomes binding, VEMOVE will use a durable notice and re-acceptance process where required; urgent legal or security changes may take effect sooner where law permits. Optional marketing consent remains separate.

Send a written dispute notice with evidence and requested resolution and allow 30 days for good-faith resolution. Urgent interim, statutory consumer and regulatory remedies are not restricted where law forbids it.

Force majeure, severability, non-waiver, permitted assignment and survival apply. These policies and signed schedules form the complete Platform agreement.