Aiva – Customer Terms & Conditions

Last updated: July 2025 ·

1. Why This Policy Exists

We want you to know exactly how your money flows on Aiva — no guesswork, no surprises.

This policy explains:

  • How you earn from each order
  • What fees and taxes get deducted
  • When and how payouts reach your bank
  • How COD commissions are handled
  • Where to track everything in your dashboard

This is your business — you deserve full visibility and control. That’s what your Ledger gives you.

2. Types of Orders

There are two types of orders on Aiva:

A. Prepaid Orders

  • The customer pays online via Razorpay
  • Aiva collects the money on your behalf
  • We deduct fees, and the balance is paid to your bank

B. Cash on Delivery (COD) Orders

  • You (or your delivery person) collect the money directly from the customer
  • But Aiva’s platform commission still applies
  • We deduct it from your next Prepaid payout — or send you a monthly invoice if needed

Both order types are shown in your Partner Ledger, and each one affects your balance differently.

3. Your Ledger Explained

Your Ledger is built right into the Aiva Partner App. It shows:

  • Total earnings per order
  • What was deducted (platform fee, Razorpay charge, TCS, etc.)
  • Payouts made to your bank
  • Any pending dues (especially for COD orders)

You can also see:

  • Refunds or adjustments (with reasons)
  • Ledger history for each order
  • Your current and upcoming payout totals

This is your control panel — we recommend checking it often, especially if you receive a lot of COD orders.

4. Aiva’s Platform Commission

To keep Aiva running and improving, we charge a small service fee on every delivered order:

₹20 or 3% of the order total — whichever is higher

This applies to both Prepaid and COD orders and is:

  • Deducted before payout (for Prepaid), or
  • Shown as due in your ledger (for COD)

This fee helps us maintain the platform, support your store, run customer service, and process refunds and fraud checks.

You’ll always see this commission clearly marked in your Ledger.

5. Razorpay Transaction Charges

For every Prepaid order, Razorpay charges a small transaction processing fee. This is:

  • Collected directly by Razorpay — not by Aiva
  • Varies by payment method (UPI, credit card, wallet, etc.)
  • Deducted before payout and clearly shown in your Ledger under each order

This charge is standard across all online platforms. Aiva does not add any markup or hidden fees here.

You’ll see the Razorpay deduction amount on your dashboard — right below the commission line.

6. GST, TCS & Tax Deductions

A. GST on Platform Fees

  • Aiva adds GST on its service fee (platform commission)
  • You’ll see “GST on Platform Fee” as a separate line in your ledger
  • This amount is payable to the government by Aiva, and may be visible in your GST input credits (if applicable)

B. TCS (Tax Collected at Source)

  • As a GST-registered E-Commerce Operator, Aiva is required to deduct TCS from all online sales (under Section 52 of CGST Act)

  • The standard rate is:

    • 1% on net taxable value (0.5% CGST + 0.5% SGST or 1% IGST)

  • TCS is:

    • Automatically deducted from Prepaid payouts
    • Reported monthly in Aiva’s GSTR-8 filing
    • Available for you to claim while filing your own GST returns

📌 Note: TCS is deducted only if you’ve submitted a valid GSTIN in your Partner profile.

7. Prepaid Order – Payout Timeline

Here’s how Prepaid order settlement works:

  • Once the order is marked Delivered in your app, the payment moves into processing
  • After all deductions (commission, Razorpay fee, GST, TCS), your Net Payout is calculated
  • Razorpay transfers the final amount to your registered bank account within 1–2 business days (as per their banking cycle)

You can see the payout status (Initiated, Settled, Delayed) in your Ledger dashboard.

8. COD Orders – How Commission Is Deducted

In COD orders:

  • The customer pays you directly
  • But Aiva still earns its platform fee

There are two ways this fee is recovered:

A. If you have Prepaid earnings

  • We deduct your COD commissions automatically from your next prepaid balance
  • The ledger will reflect “COD Fee Adjustment” or “Platform Fee from COD”

B. If you have only COD orders

  • We send you a monthly invoice for pending commissions
  • You must clear the invoice by the due date to avoid any disruptions

If dues remain unpaid:

  • COD orders may be paused temporarily
  • Aiva may withhold Prepaid payouts or take further steps

We trust you to report COD deliveries honestly. But if abuse is detected (e.g., fake cancellations, money not marked as received), penalties will apply.

9. Refunds, Adjustments & Reversals

If a customer is refunded (due to issues like:

  • Wrong item
  • Product never delivered
  • Expired goods),

Aiva may:

  • Reverse your earnings for that order
  • Mark a negative adjustment in your ledger
  • Deduct the refund value from your next payout

Refunds are not made without investigation. You may contest a refund by contacting Aiva support within 48 hours of the ledger update.

10. Delays or Payment Failures

Sometimes, payouts may get delayed due to:

  • Razorpay settlement failures
  • Bank server downtime
  • Incorrect bank account details
  • National holidays or Sundays

What you can do:

  • Check your “Upcoming Payout” tab for latest status
  • Update bank details from your dashboard if needed
  • Contact Aiva support if payment hasn’t arrived in 3 business days post expected date

Aiva will support you in tracking Razorpay issues — but we cannot speed up external banking delays.