Terms of Service

CatchBack’s terms of service and user agreements

Terms of Service

Last Updated: January 2024

These Terms of Service (“Terms”) govern your use of CatchBack’s platform and services. By using our services, you agree to be bound by these Terms.

1. Service Description

Platform Services

CatchBack provides a comprehensive returns management platform that includes:

• Returns processing automation
• Customer self-service portals
• Merchant dashboard and analytics
• API integration capabilities
• Customer communication tools

Service Availability

• Uptime Commitment: 99.9% monthly uptime SLA
• Maintenance Windows: Scheduled maintenance notifications provided 48 hours in advance
• Support Hours: Business hour support (9 AM - 6 PM EST, Monday-Friday)

2. User Accounts and Registration

Account Requirements

• Accurate and complete registration information
• Maintenance of account security credentials
• Prompt notification of unauthorized access
• Compliance with applicable laws and regulations

Account Types

Merchant Accounts

• Full platform access
• Custom configuration options
• Priority support
• Advanced analytics

3. Acceptable Use Policy

Permitted Uses

• Processing legitimate returns and exchanges
• Integrating with authorized e-commerce platforms
• Accessing analytics and reporting features
• Using API within documented rate limits

Prohibited Activities

• Fraudulent return claims
• Unauthorized access attempts
• Violation of intellectual property rights
• Transmission of malicious code or content
• Circumventing platform security measures

4. Data and Privacy

Data Ownership

• Customer Data: Merchants retain ownership of their customer data
• Platform Data: CatchBack retains rights to aggregated, anonymized usage data
• Return Data: Processed according to our Privacy Policy

Data Processing

We process data in accordance with:

• Our Privacy Policy
• Applicable data protection laws (GDPR, CCPA, etc.)
• Merchant-specific data processing agreements
• Industry security standards

5. Payment Terms

Subscription Fees

• Monthly or annual billing cycles
• Fees based on usage tiers and features
• Pro-rated charges for mid-cycle upgrades
• 30-day notice for fee changes

Transaction Fees

// Example fee structure
const feeStructure = {
  basic: {
    monthlyFee: 99,
    transactionFee: 0.50,
    includedReturns: 100
  },
  professional: {
    monthlyFee: 299,
    transactionFee: 0.30,
    includedReturns: 500
  },
  enterprise: {
    monthlyFee: 999,
    transactionFee: 0.15,
    includedReturns: 2000
  }
};

Refund Policy

• Service Credits: Provided for SLA breaches
• Unused Prepaid Fees: Refunded on account closure
• No Refunds: For used services or violation-related terminations

6. Intellectual Property

CatchBack IP

• Platform software and technology
• Trademarks and service marks
• Documentation and materials
• Analytics and insights methodologies

User Content

• Users retain rights to their uploaded content
• CatchBack receives license to use content for service provision
• Users warrant they have rights to uploaded content

7. Service Level Agreements

Uptime Guarantee

• 99.9% monthly uptime for paid accounts
• Service credits for SLA breaches:
  • 99.0-99.8%: 10% monthly credit
  • 95.0-98.9%: 25% monthly credit
  • Below 95.0%: 50% monthly credit

Response Times

• API Response: < 200ms average
• Support Response:
  • Critical: 2 hours
  • High: 8 hours
  • Medium: 24 hours
  • Low: 72 hours

8. Limitation of Liability

Service Limitations

CatchBack provides services “as is” and disclaims warranties except as required by law. We are not liable for:

• Indirect or consequential damages
• Lost profits or business interruption
• Data loss not caused by our negligence
• Third-party service failures

Liability Cap

Our total liability is limited to the greater of:

• $1,000
• Fees paid in the 12 months preceding the claim

9. Termination

Termination Rights

Either party may terminate:

• With 30 days written notice
• Immediately for material breach
• Immediately for insolvency or bankruptcy

Effect of Termination

• Data Export: 30-day period to export data
• Service Discontinuation: Immediate cessation of platform access
• Fee Obligations: Remain for services already provided

10. Dispute Resolution

Informal Resolution

Before formal proceedings, parties agree to:

• Good faith negotiation attempts
• Senior management involvement
• 60-day resolution period

Formal Dispute Resolution

• Governing Law: Delaware state law
• Jurisdiction: Delaware state and federal courts
• Arbitration: Available for disputes under $100,000
• Class Action Waiver: Individual claims only

11. Modifications to Terms

Amendment Process

• 30-day advance notice for material changes
• Email notification to registered users
• Continued use constitutes acceptance
• Right to terminate for objectionable changes

Version Control

• Terms versioned and dated
• Historical versions maintained
• Change log available upon request

12. Contact Information

Legal Notices

CatchBack Technologies, Inc.
Legal Department
1234 Technology Drive
San Francisco, CA 94105
[e-mail]

General Inquiries

• Support: Contact Support
• Sales: [e-mail]
• Privacy: [e-mail]

13. Miscellaneous

Entire Agreement

These Terms, together with our Privacy Policy and any additional agreements, constitute the entire agreement between the parties.

Severability

If any provision is found unenforceable, the remaining provisions continue in full force and effect.

Assignment

CatchBack may assign these Terms in connection with a merger, acquisition, or sale of assets. Users may not assign their rights without written consent.

Force Majeure

Neither party is liable for delays or failures due to circumstances beyond their reasonable control.

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These Terms of Service are effective as of the last updated date shown above. For questions about these Terms, please contact our legal team at [e-mail].