Terms of service

Effective date: 28 October 2026

These terms are an agreement between you, the merchant who installs Pakka COD on a Shopify store (“you”), and Pakka COD, a sole proprietorship based in Bengaluru, India (“Pakka COD”, “we”, “us”). By installing or using the app you accept these terms. If you install it for a business, you confirm you can bind that business.

1. The service

Pakka COD is a Shopify app that helps reduce losses on cash-on-delivery orders. It scores each COD order's risk with explainable rules, checks shipping addresses, sends WhatsApp confirmation messages to buyers through your own WhatsApp Business account, and tags and annotates orders in your Shopify admin. It never cancels an order on its own. Features may change over time. A feature we describe as not yet available is not part of the service until it launches.

2. Eligibility and your store

• You must have a Shopify store, be at least 18, and use the app for business purposes.
• You must follow Shopify's terms and policies while using the app.
• You are responsible for everyone who uses the app through your Shopify admin.

3. Plans, trials and billing

• Plans and prices are listed on our pricing section and inside the app. Charges are in US dollars and recur every 30 days.
• All charges appear on your Shopify invoice and are collected by Shopify. We do not collect payment details.
• Paid plans include a 7-day free trial unless the app shows otherwise when you subscribe.
• Each plan has a monthly limit on COD orders that get a WhatsApp confirmation (calendar month, UTC). Above the limit, orders are still scored and tagged but are not sent a WhatsApp confirmation until the next month or until you upgrade.
• You can upgrade, downgrade or cancel from inside the app. Uninstalling the app ends your subscription.
• Fees already charged are not refunded except where the law requires or where we choose to issue a refund through Shopify. Shopify's own billing and refund rules also apply.
• We will give at least 30 days' notice in the app or by email before raising the price of your current plan.
• Messaging charges from Meta (WhatsApp) or your WhatsApp provider are your responsibility and are not part of our fees.

4. Your responsibilities

• WhatsApp. You bring your own WhatsApp Business account and are responsible for complying with Meta's terms and the WhatsApp Business Messaging Policy, including getting buyers' opt-in before messaging them, getting your message templates approved, honouring opt-out requests (the app keeps an opt-out list for your store, but you must also honour opt-outs you receive in other ways, for example by adding them in the app), and keeping your credentials valid.
• SMS. The app does not send SMS. If you send SMS to buyers in India with other tools, you are responsible for TRAI's commercial communication rules, including DLT registration.
• Buyer privacy. For buyer data you are the controller / Data Fiduciary. You must have a lawful basis to process it, tell buyers about it in your store's privacy policy (including that order details are used to confirm COD orders over WhatsApp and to assess delivery risk), and respond to buyers' rights requests. Our privacy policy and data processing summary explain our part.
• Decisions. Risk scores and buyer replies are aids, not instructions. You decide whether to ship, call, hold or cancel an order and must treat buyers fairly and lawfully. Do not use the app to discriminate against buyers.
• Accuracy. When you mark orders as Delivered or RTO, do so honestly; those marks affect future scores in your store.

5. Acceptable use

You must not: use the app to send spam, marketing or unlawful content; message people who have not opted in; try to access other stores' data; probe, overload or attack the service; reverse engineer it except where the law allows; resell it; or use it in breach of Shopify's or Meta's policies or any law. We may suspend the app for your store if you do, or if your use puts other merchants, buyers or the service at risk. Where reasonable we will tell you first.

6. Data

You keep all rights in your store data. You allow us to process it only to provide, secure and support the app for you, as described in our privacy policy. We do not sell it, use it for advertising, share it with other merchants, or use it to train AI models. When you uninstall, your data is deleted as described in our uninstall and deletion section.

7. Third-party services

The app depends on services we do not control, including Shopify, Meta (WhatsApp) or your WhatsApp provider, our hosting providers and, if you switch it on, Google's Gemini API. Their outages, policy changes or decisions (for example, Meta pausing a template or limiting your number) can affect the app. We are not responsible for those services. Pakka COD is not affiliated with or endorsed by Shopify or Meta.

8. Our rights

We own the app, the website and their content. We give you a limited, non-exclusive, non-transferable right to use the app for your store while you have it installed. If you send us feedback, we may use it freely.

9. No guarantee of results

We work to keep the app accurate and available, but it is provided “as is” and “as available”. We do not promise any particular reduction in RTO, cancellations or losses, that every message will be delivered, or that every risk score is right. To the extent the law allows, we disclaim implied warranties such as merchantability and fitness for a particular purpose.

10. Limitation of liability

To the extent the law allows: (a) we are not liable for indirect or consequential losses, or for lost profits, revenue, goodwill or data, including losses from orders you shipped, held or cancelled; and (b) our total liability arising out of or relating to the app or these terms is limited to the fees you paid us for the app in the 12 months before the event giving rise to the claim. Nothing in these terms limits liability that cannot be limited by law.

11. Indemnity

You will compensate us for reasonable losses and costs arising from third-party claims caused by your breach of these terms, your messages to buyers, or your breach of law or of Meta's or Shopify's policies.

12. Ending the agreement

You can stop at any time by uninstalling the app. We can end the agreement or stop offering the app with at least 30 days' notice, or sooner if you seriously breach these terms or the law requires it. If we discontinue the app, we will follow Shopify's sunsetting requirements and give notice. Sections that by their nature should survive (for example data deletion, liability and governing law) survive termination.

13. Changes to these terms

We may update these terms. We will change the effective date and, for material changes, notify installed merchants in the app or by email at least 15 days before they take effect. Continuing to use the app after that means you accept the new terms.

14. Governing law and disputes

These terms are governed by the laws of India. Courts in Bengaluru, Karnataka have exclusive jurisdiction, subject to any rights you have under mandatory consumer or data protection law where you are. Please contact us first; most issues can be solved by email.

15. Contact

Support: [email protected]. Privacy and grievances (Grievance Officer, Pakka COD): [email protected].