Aiva – Customer Terms & Conditions

Last updated: July 2025 ·

📄 Aiva Partner App – Store Terms of Use- Mobile Version

👋 Welcome to Aiva, Partner!

We built Aiva for stores like yours — the heart of every neighborhood. You're not just another listing on a screen. You're a local expert, a familiar face, a shop that keeps communities running.

We know the online world can feel overwhelming — big names, big budgets, big teams. But our goal is simple: to give you the same tools they have. So you can grow your business, reach more customers, and run things your way.

This platform is your digital shopfront — and like any great shop, it works best when there’s trust on both sides. That’s what these terms are for. They're here to protect you, your customers, and the community we're building together.

💼 What We Ask From You (And What You Can Expect From Us)

We keep things simple. You focus on your store — we’ll handle the rest. But here’s what we need from you to make it work:

🕒 Accept Orders Quickly

When a customer places an order, you'll get a ping.

  • You have 10 minutes to accept it.
  • No action? It’ll be auto-cancelled.
  • Too many missed orders? It affects trust — and store visibility.

📦 If You Accept, You Must Deliver

Once you tap "Accept", you're committing to that customer.

  • No backing out later. They’re counting on you.
  • Please pack and deliver what was ordered — clean, safe, and correct.
  • If something goes wrong, we’ll step in — but we’ll also ask you to make it right.

🚚 You Handle Your Own Deliveries

This is your store, your team, your delivery zone.

You set your slots, fees, and areas — we don’t interfere.

No delivery agents from our side (yet).

But if deliveries are missed or delayed, we may need to pause your orders to protect your reputation.

🎯 Send Only What You’d Sell In-Store

This means:

  • No expired or damaged products
  • No wrong brands or short quantities
  • No cutting corners

If the customer reports an issue within 6 hours, and it's valid, you agree to help fix it — either by refund or replacement.

🛒 Upload Honest Listings

Use your own photos or choose from our shared catalog — it’s there to make things faster for you.

Just remember:

  • Don’t copy brand logos or images you don’t have rights to
  • Everything you upload may be visible to other stores too
  • Keep prices fair, stock levels accurate, and names clear

If listings are misleading, it creates problems for everyone — and we may have to step in and hide them.

💰 How Payments Work (And What Gets Deducted)

We keep the payment process simple and transparent.

🧾 Our Platform Fees

For every successful order, we charge a small Platform Fee of ₹20 and a Convenience Fee (which is 3% of the order value, rounded up).

Both fees are paid by the customer.

This supports the tech, servers, support, and all the tools that keep things running smoothly. We only earn when you earn. No hidden cuts, no tricky terms.

💳 Prepaid Orders (Online Payment)

When a customer pays online:

  • The money comes to us (via Razorpay), not directly to you.
  • We deduct our platform fee, convenience fee, and applicable taxes (like 1% TCS).
  • The remaining amount is credited to your ledger, which you can withdraw anytime.

You can track it all inside your Ledger Screen in our Partner's app.

💵 COD Orders (Cash on Delivery)

For cash orders:

Your delivery person collects the payment directly from the customer including our platform fee & convenience fees.

Then we deduct our platform fee, convenience fee, and any applicable tax—just like for online orders from your prepaid earnings, which you can track in your ledger screen.

You can settle all dues directly by clicking on the Deposit button in your ledger.

We trust you to report COD deliveries honestly. But if our system finds irregularities (like cancelled orders marked as delivered), we may pause your COD option.

⚖️ When Things Go Wrong: Our Fair Play Policy

Things don’t always go as planned. Our goal is to make sure every outcome is fair for both you and the customer.

Order Rejection

  • If a customer cancels a COD or Prepaid order before you accept it, there’s no penalty.
  • If you reject a Prepaid order, a ₹20 penalty is applied to your account, and the customer gets a full refund.

We understand sometimes things don’t work out, but rejecting prepaid orders hurts customer trust.

Customer No-Show

If a customer doesn’t show up for an order they’ve paid for online, we ensure you’re compensated for your effort.

  • You will receive your full delivery charges (if applicable).

Returns

Partial or Full Returns (You accept):

  • If you accept a return, no charges are applied to you. You’ll need to redeliver the correct items to the customer — either the same day or the next day.

Partial or Full Returns (You deny):

  • If you deny a customer’s valid return request, a ₹20 penalty is applied to your account, and the customer will receive a refund. The refund will be deducted from your earnings, along with the penalty.

📲 Grow Your In-Store Business With Walk-In Billing

We’ve introduced a new tool to help you grow your offline business too! With Walk-In Billing, you can:

  • Collect customer phone numbers or emails to send bills via WhatsApp or Emails.
  • Send special offers or marketing messages on occasions like Diwali or New Year (Coming Soon).
  • Build a stronger local customer base.

This is an optional subscription service:

  • Weekly Subscription: ₹99
  • Monthly Subscription: ₹349

🚫 Why We Might Pause a Store (Only When We Have To)

We’re not here to police you — we’re here to support you. But to protect customers (and other good store partners like you), we may need to temporarily suspend a store if:

  • Too many orders are ignored, rejected, or cancelled
  • You mark prepaid orders as “Delivered” but the customer never received them
  • You have rejected the COD order on our app but our system detected that you have fulfilled the order to the customer
  • You’re consistently late, send the wrong items, or get multiple complaints
  • Platform fees (from COD or otherwise) are not cleared on time

When this happens:

  • We’ll notify you in advance (unless it’s a serious fraud)
  • You can reach out and ask for a review or reactivation
  • Our goal is to help you fix the issue — not to punish you

🙏 A Final Word

You're not just a "partner" in name — we mean it. We’re building Aiva with you, for a future where every local store can thrive online without needing big teams or tech experts.

We grow when you grow. We win when you win.

Let’s do it — together.