Terms of Service

1. Service Description

1.1 What Merro Provides

Merro provides one-time revenue leakage audits across support, shipping, and returns operations for ecommerce brands. Our Services include:

• AI-assisted analysis of customer support tickets, shipping data, and returns
• Human expert validation of findings across all operational areas
• Identification of revenue leakage from refunds, shipping errors, and return fraud
• Delivery of a detailed audit report with prioritized recommendations

1.2 What Merro Does NOT Provide

Merro is NOT:

• A helpdesk, shipping platform, or returns management system
• A real-time monitoring or dashboard service
• An ongoing SaaS subscription (unless explicitly purchased as a recurring audit)
• A customer support or fulfillment outsourcing service
• Responsible for implementing fixes or training your team

1.3 Audit Scope

Each audit covers:

• Analysis of support tickets, shipping data, and returns within the agreed scope
• Read-only access to your helpdesk, shipping platform, and Shopify
• Analysis of conversations, internal notes, carrier data, and return records
• Delivery of findings with breakdown by category (support, shipping, returns)

2. Service Tiers & Pricing

2.1 Audit Types

2.2 Payment Terms

• Payment Due: Full payment required before audit begins
• Payment Methods: Credit card, bank transfer, or invoice (for Tier 3-4 only)
• Currency: USD
• Late Payment: Audit will not commence until payment is received

3. Money-Back Guarantee

3.1 ROI Guarantee (Tier 1-2 Only)

For Tier 1 (Starter) and Tier 2 (Standard) audits only: If we do not identify at least 2x your audit fee in annual revenue savings, we will refund 100% of your payment.

3.2 Refund Process

1. Submit refund request within 7 days of report delivery
2. Provide explanation of why findings did not meet 2x ROI threshold
3. Allow 5 business days for review
4. Refund processed within 10 business days if approved

3.3 Exclusions

Refund guarantee does NOT apply to:

• Tier 3 (Deep-Dive) or Tier 4 (Enterprise) audits
• Recurring audit subscriptions
• Free sample audits
• Audits where Client did not provide complete ticket data

4. Client Obligations

4.1 Data Access

You must provide:

• Read-only access to your support platform (Gorgias, Zendesk, Intercom, etc.)
• Read-only access to shipping platform (ShipStation, ShipBob, carrier APIs)
• Read-only access to Shopify for order and return verification
• Access to data within the agreed audit timeframe

4.2 Timely Cooperation

You agree to:

• Provide access within 48 hours of payment
• Respond to clarification requests within 3 business days
• Participate in results call as scheduled

5. Our Obligations

5.1 Delivery Timeline

• Tier 1 (Starter): 3-5 business days from data access
• Tier 2 (Standard): 5-7 business days from data access
• Tier 3 (Deep-Dive): 7-10 business days from data access
• Tier 4 (Enterprise): 10-15 business days from data access
• Pilot Program: 3-day priority delivery

5.2 Confidentiality

We will:

• Keep all Client data confidential
• Not share specific findings with third parties without permission
• Use data only for purposes of completing your audit
• Delete or anonymize data after audit completion

6. Data Security & Privacy

6.1 Read-Only Access

We require read-only access only. We will:

• NOT reply to customer tickets or modify shipping/return records
• NOT modify any data in your helpdesk, shipping platform, or Shopify
• NOT access customer payment information
• NOT store customer PII beyond what's necessary for the audit

6.2 Security Measures

We implement:

• SOC 2 Type II compliant infrastructure
• GDPR-compliant data processing
• Encryption at rest and in transit
• Regular security audits

7. Limitations of Liability

7.1 Service Limitations

We provide audit findings and recommendations only. We are NOT responsible for implementation of recommendations, results of actions you take based on our findings, or changes to your business operations.

7.2 Maximum Liability

Our total liability is limited to the amount you paid for the audit. We are NOT liable for lost profits, consequential damages, or damages exceeding the audit fee paid.

8. Termination & Cancellation

8.1 Before Audit Begins

If you cancel before we begin analysis: Full refund minus $500 administrative fee. Must cancel within 48 hours of payment.

8.2 After Audit Begins

Once analysis has started: No refund for cancellation (work already performed). Partial report may be provided at our discretion.

9. Governing Law

These Terms are governed by the laws of India. Jurisdiction: Courts of Hyderabad, Telangana, India.

11. Acceptance

By purchasing an audit, you acknowledge that you have read and understood these Terms, you agree to be bound by these Terms, and you have authority to enter into this agreement on behalf of your company (if applicable).