Terms of Service

i.Who this is between

These terms are between Graymat (Private) Limited, a private limited company incorporated in Pakistan under company registration number 0355196, with its registered office at A-316, Block 2, Gulshan-e-Iqbal, Karachi — “Graymat”, “we” — and the business that opens a Graymat account — “you”.

They apply from the moment you use the service. Where a signed order form says something different, the order form wins.

ii.What Graymat is, and that it changes

Software for running a cash-on-delivery business: orders, confirmation over WhatsApp, courier booking and tracking, recovery, retention, inventory, point of sale, and analysis that ties advertising to delivered revenue. Which parts you get depends on your plan.

We add and change features continuously. If we remove one you are actively using, you get 60 days’ notice and, if you cannot work without it, a pro-rata refund of the unused portion.

iii.Fees

• Graymat is free to use today. We do not hold card details and nothing charges you automatically.
• If we ever introduce paid services, you get advance notice, and nothing is charged without your agreement. A paid service would be set out in its own order form, with its price and payment terms, before you agree to it.
• Some costs come from other companies, not from us. WhatsApp conversations are billed by Meta to your own WhatsApp Business account, at Meta’s rates. Graymat does not add anything on top.

iv.Your data stays yours

You own your data and your customers’ data. We claim no ownership and we do not use it for our own purposes. The handling terms are in the Data Processing Agreement, which forms part of this agreement.

Export it any time while your account is open. On termination it remains available to you for 30 days, then it is deleted.

v.What you are responsible for

• Having the right to message your customers. Graymat sends on your behalf; the lawful basis is yours, and Meta’s WhatsApp Business policies bind you.
• Your own third-party accounts — Shopify, Meta, couriers, ad platforms — kept in good standing.
• The Acceptable Use rules, which are part of this agreement.
• Checking before you switch something on. Anything that reaches a customer or moves money ships OFF, and only you can turn it on. What happens after that is yours.

vi.What we are responsible for

Providing the service with reasonable skill and care, keeping your data separated from every other merchant’s, and telling you about a security incident within 72 hours.

vii.Things outside our control

Graymat depends on Shopify, Meta, the couriers, the ad platforms and our hosting. When one of them fails, changes an interface or suspends your account, the part of Graymat that depends on it stops. We are not liable for those outages — but we will tell you, and we will not quietly show you stale numbers as though they were current.

viii.Our software stays ours

We own Graymat. You get a non-exclusive, non-transferable right to use it for your own business while this agreement runs. No copying, reselling, or taking it apart to build a competitor.

If you ask for a feature and we build it, it is ours. You owe us nothing for it and we owe you nothing for it.

ix.Confidentiality

Each of us keeps the other’s non-public information confidential and uses it only to make this work. Survives the agreement by three years. Does not cover what is already public, what either of us knew independently, or a disclosure the law compels — and if the law compels one, we tell you first unless forbidden.

x.What we do not promise

The service is provided as it is. To the extent the law allows, we exclude implied warranties of merchantability and fitness for a particular purpose.

We do not promise a business result. Whether your sales rise, your returns fall or your cost per order drops depends on your product, your pricing, your advertising and your team far more than on any software.

xi.Liability

Neither of us is liable for indirect or consequential loss, or for lost profits. Our total liability is capped at the fees you paid us in the 12 months before the claim.

That cap does not apply to our own fraud, our wilful misconduct, or a breach of confidentiality — and it does not cap what you owe us in fees.

xii.Ending it

• Either of us, 30 days’ written notice, for any reason or none.
• Immediately on material breach not fixed within 14 days of being told, or on insolvency.
• On termination: access stops, your data stays exportable for 30 days, then it is deleted. Fees for the period used remain payable; fees paid for a period not used are refunded pro rata unless we ended it for your breach.

We may suspend immediately, without that notice, if the account is breaking the Acceptable Use rules or endangering the platform, another merchant, or a shared messaging number. We will tell you why and restore access as soon as the cause is fixed.

xiii.Changes to these terms

30 days’ email notice to the account owner before a material change takes effect. Do not accept it and you may terminate before it lands, with the unused portion refunded.

xiv.This is the whole agreement

This agreement, your order form, the Data Processing Agreement and the Acceptable Use rules are the entire agreement. They replace anything said before.

xv.Law, disputes, and the ordinary clauses

Governed by the laws of Pakistan; the courts of Karachi have exclusive jurisdiction. Before either of us goes to court we each put someone senior on a call and try to settle it. Neither of us gives up the right to seek an urgent injunction.

If one clause is unenforceable the rest stands. Not enforcing a term once does not waive it. Neither of us assigns this without the other’s written consent, except to a buyer of substantially the whole business. Notices go to your account owner’s email, and to [email protected] for us.