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 12 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 know money matters. So we’ve kept things clear and simple.

🧾 Our Platform Fees

For every successful order, we charge a small platform fee:

  • ₹20 or 3% of the order value — whichever is higher
  • This helps us maintain the tech, servers, support, and fraud systems that keep things running

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
    • Razorpay’s payment processing fee
    • Any applicable taxes (GST, TCS if needed)

The rest goes into your ledger, and Razorpay sends it to your bank — usually within 1–2 business days.

You can track it all inside your Partner Dashboard.

💵 COD Orders (Cash on Delivery)

For cash orders:

  • Your delivery person collects the payment directly from the customer

  • But we still charge our platform fee — just like for online orders

  • How we settle it:

    • If you have prepaid earnings, we’ll deduct our fee from that balance
    • If not, we’ll generate a monthly invoice for you to clear

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

🚫 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 after accepting
  • You mark prepaid orders as “Delivered” but the customer never received them
  • 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.