1. SmartLinks
  2. Legal
  3. Terms of Service

Terms of Service

The agreement between Softblend and everyone who uses SmartLinks: Merchants who run deliveries, the riders who carry them and the customers who track them.

Effective Applies to SmartLinks web, Android and iOS apps, tracking pages and API

1.Agreement

These Terms of Service (“Terms”) are an agreement between you and Softblend Technologies Private Limited (“Softblend”, “we”, “us”) for your use of SmartLinks: the web app, the Android and iOS apps, customer tracking pages, the API and related services (the “Service”).

By creating an account, logging in, or otherwise using the Service, you agree to these Terms and to our Privacy Policy. If you accept on behalf of a business, you confirm that you are authorised to bind it, and “you” means that business.

If a Merchant has signed a separate order form or enterprise agreement with us, that document takes priority over these Terms where the two conflict.

2.Definitions

  • Merchant: a business that holds a SmartLinks workspace to manage its deliveries.
  • Workspace owner: the person who controls a Merchant’s workspace and its billing.
  • Rider: a person who delivers orders using the SmartLinks rider app, whether added by a Merchant or through Softblend’s partner rider programme.
  • Customer: the person receiving a delivery, who can follow it on a tracking page without an account.
  • Merchant Data: the order, rider, customer and business data a Merchant or its users put into the Service, or that the Service generates for that Merchant.

3.Accounts and access

  • SmartLinks workspaces are provisioned by Softblend. Riders and staff are invited by the Merchant.
  • You must be at least 18 years old and legally able to enter into a contract.
  • Keep your credentials and API keys confidential. You are responsible for activity under your account, and Merchants are responsible for the users they invite.
  • Tell us straight away at info@softblend.in if you suspect unauthorised access.
  • Account details must be accurate and kept up to date.

4.The Service

SmartLinks lets Merchants create, import and schedule orders, manage riders and zones, optimise and batch routes, run recurring subscriptions, track riders live, share tracking links with customers, collect proof of delivery and see analytics. Available features depend on the Merchant’s plan and workflow (food delivery, scheduled delivery, pickup and delivery, or lab diagnostics).

We keep improving SmartLinks and may add, change or remove features. If we remove a feature that a paying Merchant materially relies on, we will give reasonable notice.

Softblend provides software. Unless a Merchant uses Softblend’s partner rider programme, we do not carry out deliveries, and we are never a party to the sale of goods or services between a Merchant and its customers.

5.Free trial, fees and billing

  • Free trial. New workspaces may start with a 7-day free trial. No payment details are required, and nothing is charged unless you continue after the trial.
  • Fees. Paid plans consist of a monthly platform subscription plus usage-based fees per delivered order, at the rates on our pricing page or in your order form.
  • Taxes. Prices are in Indian rupees and exclude GST and other applicable taxes, which are added to invoices.
  • Invoicing. The platform fee is billed monthly in advance; usage fees are billed monthly in arrears based on our usage records. Invoices are payable within the period shown on them.
  • Late payment. If an invoice remains unpaid after its due date, we may suspend the workspace after giving at least 7 days’ notice. Access is restored once the balance is paid.
  • Price changes. We will give at least 30 days’ notice of any price change. It applies from your next billing period.
  • Refunds and cancellation are covered by our Refund & Cancellation Policy.

6.Merchant responsibilities

As a Merchant, you are responsible for:

  • Having a lawful basis for the customer and rider data you put into SmartLinks, including giving your own privacy notice and getting any consent required under the Digital Personal Data Protection Act, 2023.
  • Telling your riders that the app collects their location while on shift, and getting their consent before they use it.
  • Getting customers’ opt-in before sending them WhatsApp messages through SmartLinks.
  • Your relationship with riders, including their pay, insurance, working conditions and licences. Adding a rider to SmartLinks does not create any employment or agency relationship between that rider and Softblend.
  • Your goods and services, including their quality, pricing, refunds to your customers and compliance with the licences and laws that apply to your business (for example food safety rules or rules on handling diagnostic samples).
  • The accuracy of orders, addresses and instructions you enter or import.
  • Not entering payment card data into SmartLinks. Diagnostic labs that upload test reports must have the patient’s consent to share them, check that each report is attached to the right patient, and comply with the laws that apply to health records.

7.Rider terms

  • By using the rider app you agree to share your precise location, including in the background, while you are logged in and on shift, as described in the Privacy Policy. End your shift or log out to stop it.
  • Your safety comes first. Do not handle your phone while riding or driving. Stop safely before interacting with the app, and always follow traffic laws.
  • Only confirm a pickup or delivery when it has actually happened, and capture genuine proof of delivery.
  • Use customer contact details only to complete that customer’s delivery.
  • Partner riders in Softblend’s own programme are also bound by the partner terms they accept during onboarding.

8.Customers and tracking links

Customers do not need an account. A tracking link gives access to one order only, so do not share it with people who should not see the delivery. Questions about the goods themselves, prices or refunds go to the Merchant you ordered from.

9.Acceptable use

You must not:

  • use the Service for anything unlawful, fraudulent or harmful, or to deliver prohibited goods;
  • submit false delivery statuses, proof of delivery or location data, or spoof GPS;
  • access another user’s account or another Merchant’s data without permission;
  • probe, scan or test the Service’s security, or bypass rate limits or access controls, except through a responsible disclosure agreed with us in writing;
  • reverse-engineer, copy, resell or sublicense the Service, or use it to build a competing product;
  • scrape the Service or overload it with automated requests outside the documented API;
  • upload malware or content that infringes someone else’s rights; or
  • send spam or messages to customers who have not agreed to receive them.

10.API, webhooks and integrations

Merchants on eligible plans may use the SmartLinks API and webhooks. API keys belong to your workspace; keep them secret and rotate them if exposed. We may apply rate limits and may change the API with reasonable notice; breaking changes will be announced in advance wherever possible. You are responsible for the systems you connect and for the data you send to, or receive at, your own endpoints.

11.Your data

  • Ownership. Merchants own their Merchant Data. You give us a limited licence to host, process and display it only to provide, secure and support the Service for you.
  • Processing. For personal data in Merchant Data, Softblend acts as your Data Processor: we process it only on your instructions under these Terms, keep it confidential and protect it as described in the Privacy Policy.
  • Aggregated data. We may create de-identified, aggregated statistics from use of the Service to improve SmartLinks and to produce benchmarks. They will never identify you, your customers or your riders.
  • Export. You can export your orders and reports from the dashboard. After your workspace closes, you have 30 days to request an export before Merchant Data is deleted.

12.Third-party services

SmartLinks relies on third-party services such as Google Maps, SMS and WhatsApp providers, app stores and cloud hosting. Their availability and accuracy are outside our control, and your use of them may be subject to their own terms. ETAs, routes and locations depend on GPS, network coverage and map data, and are estimates.

13.Availability and support

We work to keep SmartLinks available around the clock, but we do not guarantee uninterrupted service. We may carry out maintenance, and we schedule planned work outside peak delivery hours where we can. Support is available at info@softblend.in, and we aim to reply within 1–2 business days. Service levels, if any, are those agreed in an enterprise order form.

14.Confidentiality

Each party will keep confidential any non-public information it receives from the other that is marked as confidential or would reasonably be understood to be confidential, use it only for the purposes of these Terms, and protect it with at least reasonable care. This does not apply to information that is public, already known, independently developed or that must be disclosed by law.

15.Intellectual property

The Service, including its software, routing technology, design, and the SmartLinks and Softblend names and logos, belongs to Softblend and its licensors. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Service for your internal business during your subscription. If you send us feedback or suggestions, we may use them without any obligation to you.

16.Suspension and termination

  • Merchants may stop using SmartLinks at any time, as set out in the Refund & Cancellation Policy. Merchants can remove a rider’s or staff member’s access at any time.
  • We may suspend or terminate access, with notice where practical, if you materially breach these Terms, fail to pay, put other users or the Service at risk, or if the law requires it.
  • When access ends, your licence to use the Service ends, fees already due remain payable, and the sections on data, confidentiality, intellectual property, liability and governing law continue to apply.
  • Individual users can ask for their account to be deleted; see Account deletion.

17.Disclaimers

To the extent the law allows, the Service is provided “as is” and “as available”, without warranties of any kind, whether express or implied, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the Service will be error free, that ETAs, routes or locations will be accurate, or that deliveries will be completed on time.

18.Limitation of liability

  • Neither party is liable for indirect, incidental, special or consequential losses, or for lost profits, revenue, goodwill or data, even if it was told they were possible.
  • Softblend’s total liability arising out of or relating to the Service in any 12-month period is limited to the fees the Merchant paid to Softblend for the Service in that period. For users who pay nothing, it is limited to ₹5,000.
  • These limits do not apply to liability that cannot be limited by law, or to a party’s fraud.

19.Indemnity

Merchants will defend and indemnify Softblend against third-party claims arising from the Merchant’s goods or services, its relationship with its riders or customers, Merchant Data it had no right to provide, or its breach of these Terms or of the law.

20.Governing law and disputes

These Terms are governed by the laws of India. We will first try to resolve any dispute informally; write to us and we will respond within 30 days. If that does not resolve it, the courts with jurisdiction over Softblend’s registered office have exclusive jurisdiction.

21.General

  • Changes. We may update these Terms. We will give at least 15 days’ notice of material changes through the app or by email. Continuing to use the Service after they take effect means you accept them.
  • Force majeure. Neither party is liable for delays caused by events beyond its reasonable control, such as natural disasters, network or power failures, or government action.
  • Assignment. You may not transfer these Terms without our written consent. We may transfer them as part of a merger, acquisition or sale of assets.
  • Entire agreement. These Terms, the policies linked from them and any order form are the entire agreement on this subject. If any part is unenforceable, the rest remains in effect. A failure to enforce a right is not a waiver of it.
  • Notices. We send notices to the workspace owner’s registered email or in the app. You can send notices to info@softblend.in.

Talk to the SmartLinks team