Terms of service

What these terms cover

Karwan is a back-office service for e-commerce merchants, run by Karwan Apps (“Karwan”, “we”). These terms apply to every Karwan workspace, to the web application at ecommerce.karwanapps.com, and to the Karwan Ecommerce app for Shopify. By opening a workspace, connecting a store, or installing the app, a merchant (“you”) agrees to them. Our privacy policy explains what data Karwan handles and is part of these terms.

Your workspace

• You are responsible for the people you invite into your workspace and for what they do in it. Give each person their own login and the role they need; remove them when they leave.
• Keep your sign-in details to yourself. Tell us at once if you think an account has been used by someone else.
• You may connect only stores and courier accounts you are entitled to operate.
• Karwan may suspend a workspace that is used to break the law, to harm other merchants or their customers, or to attack the service.

Fees

Karwan’s Shopify app is free. A Karwan workspace is on the free plan unless a paid plan has been agreed with you in writing; a paid plan is invoiced by Karwan directly and is never charged through a connected store or through Shopify. A plan’s price does not change without 30 days’ notice by email.

Data processing terms

For the personal data of your customers — names, addresses, phone numbers, email addresses and order details — you are the controller and Karwan is your processor. In that role Karwan commits to the following, which together are the data-processing agreement between us:

• Instructions only. Karwan processes customer data only to run your operations as described in the privacy policy: receiving orders, booking and tracking parcels, reconciling cash-on-delivery, and keeping your store in step. It is not used for advertising, profiling, or anything of Karwan’s own, and it is never sold.
• Sub-processors. Karwan passes data only to the parties named in the privacy policy — the courier you book with, Meta for WhatsApp messages you send, Amazon Web Services for hosting, Resend for Karwan’s own emails, and Odoo where you have connected it. We tell you by email before adding one, and you may object within 30 days by closing the affected store or workspace.
• Confidentiality. Karwan staff see your data only to support you or to carry out a request from you, and are bound to keep it confidential.
• Security. Every connection is over TLS, store credentials are encrypted at rest with a key the database never holds, access is by invitation and role, every access to customer data is logged against the person who made it, and nightly encrypted backups are kept for 35 days. Karwan’s security practices are written down and reviewed; a summary is available on request.
• Requests from your customers. When a customer asks you to see, correct or erase their data, Karwan carries out your instruction within 30 days. Requests that arrive through Shopify are recorded and completed automatically within the same period.
• Breaches. If Karwan learns that your customers’ data has been accessed, lost or disclosed without authorisation, we tell you by email within 72 hours of confirming it, with what happened, what data was involved, and what we have done about it.
• Retention and deletion. Data is kept for the periods in the privacy policy’s retention schedule. When you close a workspace, or ask us to, its customer data is erased within 30 days, apart from what we must keep by law, and backups holding it expire within a further 35 days.
• Assistance and audit. Karwan helps you answer a regulator’s or a customer’s question about how their data was handled, and once a year will answer a written security questionnaire from you about the practices above.

Availability and support

Karwan aims to be available around the clock and tells you by email about planned maintenance. Support is by email at support@karwanapps.com. Karwan is provided as it is; while we take care that it works, we do not promise it will be uninterrupted or error-free.

Liability

Karwan is not liable for a courier’s loss of a parcel, for a store platform’s outage, or for loss of profit or business. For anything else, Karwan’s liability to you in a year is limited to the fees you paid Karwan in that year, or, on the free plan, to PKR 50,000. Nothing here limits liability that the law does not allow to be limited.

Ending

You may close your workspace at any time; Karwan may end these terms with 30 days’ notice, or at once if you break them. On ending, the retention and deletion commitments above apply, and you may ask for an export of your orders beforehand.

Changes and law

When these terms change in a way that matters, we tell you by email at least 30 days before the change takes effect, and the effective date above moves. These terms are governed by the law of Pakistan, and disputes are heard by the courts of Karachi. Questions go to support@karwanapps.com.