Terms of Service

1. Introduction

Welcome to Sendocki. These Terms of Service define the rules governing your access to and use of the Sendocki website, platform, application, features, integrations, support services and any related services.

This service is operated by: Sendocki Technologies SARL AU, a limited liability company registered in Morocco. Address: Boulevard 30 Juillet, Résidence Champs du Printemps, GH1 IMM F, 5th floor, Office No. 15, Sidi Moumen, Casablanca, Morocco. Contact email: [email protected]

By using Sendocki, creating an account, or accessing any part of the service, you acknowledge that you have read, understood and agree to be bound by these Terms. If you do not agree with these Terms, you must stop using Sendocki.

These Terms apply to all Sendocki users, including merchants, team members, administrators, agents, or any person accessing the service on behalf of a merchant or organization. These Terms may be supplemented by other documents, such as the Privacy Policy, Cookie Policy, Security & Support Policy, or any specific commercial terms agreed in writing.

2. Definitions

"Sendocki", "we", "us", "our" or "the platform": means the Sendocki platform and related services and features, provided by Sendocki Technologies SARL AU.

"User": means any person accessing or using Sendocki, whether as a merchant, team member, administrator, employee, agent or any other capacity.

"Merchant" or "Customer": means the person or organization using Sendocki to manage e-commerce operations, especially cash-on-delivery operations.

"End Customer": means the merchant's customer who places an order, contacts the merchant, receives an order, or interacts with the merchant's services.

"Account": means the user account allowing access to Sendocki. "Workspace": means the merchant's private space inside Sendocki. "Order": means any purchase request created, imported, received or processed inside Sendocki. "Shipment": means an order sent, marked, transferred or processed as an order intended for shipping or delivery. "Plan": means the free or paid offer defining available features, limits, prices and usage elements. "Third-party integrations": means external services or systems that may be connected to Sendocki. "Content": means any data, messages, templates, images, files, notes, products or information added or processed by a user inside Sendocki.

3. Eligibility and Authority

By using Sendocki, you represent and warrant that you are at least eighteen (18) years old, you have the legal capacity to use the service, and if you use Sendocki on behalf of a company, organization or merchant, you have the legal authority to accept these Terms on its behalf. You will provide true, accurate and up-to-date information when creating an account or using the service, and you will comply with all applicable laws and regulations.

4. Description of the Service

Sendocki is a software-as-a-service platform designed to manage e-commerce operations, especially cash-on-delivery operations. Depending on the selected plan and availability, Sendocki may include features such as: order management, pipeline order management, order confirmation center, WhatsApp inbox, WhatsApp / Meta templates, automations and automated messages, campaigns, customer management and CRM, inventory and product management, e-commerce platform integrations, carrier integrations, shipment tracking and delivery status monitoring, team, roles and permissions management, commissions and performance indicators, analytics and dashboards, and any other features launched or developed later.

5. Account Creation and Access Security

Access to certain Sendocki features may require creating an account. You are responsible for: keeping your login credentials confidential, choosing a strong and secure password, not sharing your personal account with any unauthorized party, all activity occurring through your account or through users connected to your workspace, and notifying us immediately if you suspect unauthorized access or a security breach. We reserve the right to request additional verification, temporarily suspend access, or restrict an account in case of security risk, unusual use, or violation of these Terms.

6. Users, Teams, Roles and Permissions

Depending on the available plan, a merchant may invite other users to their workspace and assign them to teams or roles. Available roles may include: administrator, team member, confirmation agent, delivery agent, viewer, moderator, and custom roles. The merchant is responsible for choosing the people invited, granting appropriate permissions, removing or changing access when a user no longer has a valid reason to access the workspace, monitoring team use of the service, and ensuring that invited users comply with these Terms. Sendocki is not responsible for any damage resulting from incorrect permissions, shared accounts, or failure by the merchant to remove access from a former user.

7. Plans, Subscriptions and Billing

7.1 Free Plan

New users may be granted a free plan allowing them to test Sendocki according to the limits displayed on the pricing page or applicable commercial offer at the time of registration. At the current stage, the free plan may include an initial number of shipments, such as 30 shipments, to help the user test the service and process their first orders. These initial shipments are part of the current commercial offer and may be changed, modified or removed in the future. Sendocki reserves the right to modify the free plan, its limits, features or conditions at any time, while respecting any active written commercial commitments confirmed to the user.

7.2 Difference Between an Order and a Shipment

Orders are unlimited according to the terms displayed in the plans. Not every order is a shipment. An order that is received, created or confirmed is not necessarily counted as a billable shipment. An order starts being counted as a shipment when it is sent, marked, transferred or processed as an order intended for shipping or delivery through Sendocki. In simple terms: Order received ≠ billed shipment. Order confirmed ≠ necessarily billed shipment. Order shipped = counted shipment.

7.3 Plan Pricing

Paid plans may include: a fixed monthly fee, a price per shipment, monthly shipment limits, specific messages or features, a defined number of users, stores or carriers, and additional credits or shipments when needed. Prices and limits are displayed on the pricing page or in a specific commercial offer.

7.4 Credits and Additional Shipments

If a user exceeds the limits included in their plan, they may be required to upgrade to a higher plan, purchase additional credits, or settle the invoice related to additional shipments. Additional shipment prices, minimum top-up amounts and credit usage rules are subject to the commercial terms displayed on the pricing page or inside the platform at the time of use. Sendocki reserves the right to modify the credit or top-up mechanism in the future.

7.5 Billing Cycle and Payment

Billing may be monthly or follow the cycle defined in the plan or agreement. Amounts due must be paid within the required deadlines. In case of late payment or non-payment, Sendocki may restrict, suspend or stop access to certain features or to the account, after appropriate notice whenever possible.

7.6 Plan Changes or Cancellation

Depending on available settings, users may request a plan change or subscription cancellation. Plan changes may apply immediately or from the next billing cycle, depending on the type of change and applicable commercial terms. Paid amounts or consumed credits are not refundable unless a commercial offer or written policy states otherwise.

7.7 Taxes

Taxes or legally applicable fees may be added where required, depending on applicable laws and the country or entity through which billing is performed.

8. External Fees: Meta, WhatsApp, Carriers and Other Services

Sendocki fees are separate from fees that may be charged by third-party services or providers. These fees may include: Meta or WhatsApp Business fees, message, template or campaign fees, carrier fees, e-commerce platform or application fees, payment gateway fees, advertising fees, and fees for any other external tools or services. Sendocki does not control the prices, terms or policies of these third parties. Unless otherwise stated in a written commercial offer, Meta, WhatsApp, carrier or other third-party fees remain the merchant's responsibility.

9. Third-Party Integrations

Sendocki may allow the service to be connected with external systems and services, such as: WhatsApp Business and Meta, Shopify, YouCan, WooCommerce, WordPress, LightFunnel, Salla, carriers, analytics or marketing tools, and third-party APIs. Some Sendocki features depend on the availability and stability of these third-party services. Therefore, Sendocki does not guarantee: permanent availability of those services, that their APIs or rules will remain unchanged, Meta approval of templates, accuracy or speed of carrier status updates, or absence of interruptions or changes from a third party.

10. WhatsApp, Meta, Templates and Campaigns

Depending on the plan and settings, Sendocki may provide features connected to WhatsApp Business and Meta, such as: conversation management, creation or editing of message templates, submission of templates for review, use of templates in automations or campaigns, tracking of conversations and replies, and WhatsApp campaigns. The user acknowledges that: final approval of WhatsApp templates is subject to Meta rules, Sendocki does not guarantee template approval, Sendocki does not control Meta or WhatsApp decisions, WhatsApp use must comply with Meta and WhatsApp terms, the merchant is responsible for the content of messages and campaigns sent, and Sendocki must not be used to send unsolicited, misleading or unlawful messages.

11. Data, Privacy and End Customers

Use of Sendocki may involve processing data such as: user account data, merchant data, team member data, end customer data, names, phone numbers and addresses, order data, conversations and messages, internal notes, shipping and delivery data, performance and analytics data, billing and support data, and technical logs. The merchant remains responsible for the lawfulness of the data they collect, enter, import or use inside Sendocki. The merchant must ensure that they have the legal right to collect, process and use this data, and to send messages or campaigns, in accordance with applicable laws. Data processing is also governed by Sendocki's Privacy Policy, which forms a complementary part of these Terms.

12. User Content

The user or merchant retains the rights they own in the content they add to Sendocki. By adding this content to Sendocki, the user grants Sendocki a limited, non-exclusive license to use it only to the extent necessary to operate the service, process data, perform integrations, provide support, improve security and enable the features selected by the user. The user is solely responsible for ensuring that the content they add does not violate the law, does not infringe third-party rights, does not contain misleading or fraudulent material, and can be legally used, sent and processed.

13. Acceptable Use and Prohibited Activities

The user agrees to use Sendocki in a lawful, responsible and respectful manner. The user is prohibited from, including but not limited to: using the service for any unlawful or fraudulent purpose, violating laws or third-party rights, attempting unauthorized access to accounts, systems, servers or data, disrupting the service or affecting its performance, using bots, scraping, automated copying or data extraction tools without authorization, impersonating a person or organization, sending unsolicited messages or abusive campaigns, collecting or using customer data without a legal right, violating the rules of Meta, WhatsApp, carriers or e-commerce platforms, attempting to bypass billing or manipulate shipment or credit counts, reselling the service or granting it to a third party without authorization, and using the service in a way that harms Sendocki's reputation, security or users.

14. Service Availability, Maintenance and Updates

Sendocki seeks to provide a stable and reliable service, but does not guarantee that the service will always be available without interruption or errors. The service may be temporarily unavailable due to: scheduled or emergency maintenance, technical updates, errors or incidents, infrastructure issues, third-party services, or force majeure or events beyond our control. Some features may be described as "soon", "beta", "early access" or "experimental". The roadmap or development plans published by Sendocki are not a contractual commitment and may change based on priorities, testing, feedback, technical constraints or product decisions.

15. Support

Sendocki provides support through the channels indicated on the website or according to the selected plan, such as email, WhatsApp, support center or other channels. Response times may vary depending on the plan, severity, request type and working hours. Any published response times are targets or approximate indicators and not absolute guarantees, unless a written agreement states otherwise. Support may include: assistance using the platform, account issues, integration issues, billing questions, bug reporting, and follow-up on certain technical issues. Unless otherwise agreed, support does not include: managing the merchant's advertising, resolving disputes between the merchant and end customers, assuming responsibility for carrier performance, approval of Meta templates, managing external accounts not controlled by Sendocki, or custom consulting services outside the scope of the service.

16. Intellectual Property

All rights related to Sendocki, including the platform, interfaces, design, logos, text, software, databases, documentation, trademarks, graphics, models, content, technical structure and features, are owned by or licensed to Sendocki. The user may not: copy the service or any part of it, modify, decompile or attempt to extract its source code, republish, sell or rent it, create derivative works from it, use trademarks or logos without authorization, or exploit any part of the service outside the permitted use. If the user sends suggestions, ideas or feedback to Sendocki, they agree that Sendocki may use them to improve the product or develop new features, without compensation or ownership rights for the user, unless otherwise agreed in writing.

17. Limitation of Liability

To the maximum extent permitted by law, Sendocki provides the service "as is" and "as available". Sendocki, its officers, employees or partners are not liable for: indirect, incidental or consequential losses, loss of profits, sales or reputation, data loss caused by user error or settings, misuse of the platform or automations, errors in data provided by the merchant, incorrect permissions or integration settings, refusal, delay or cancellation by end customers, returned orders or delivery failures, delays, errors or downtime caused by carriers, refusal, suspension or changes by Meta or WhatsApp, issues with e-commerce platforms or external service providers, or business decisions made by the user based on data or analytics. Sendocki helps organize operations and read data, but the merchant remains responsible for their decisions, products, customers, team, campaigns and dealings with third parties.

18. Suspension and Termination

Sendocki may suspend, restrict or terminate a user's access to the service, in whole or in part, in cases such as: violation of these Terms, non-payment of amounts due, abusive or unlawful use, security risk, violation of Meta, WhatsApp or third-party service rules, attempted billing or shipment manipulation, fraudulent or misleading activity, use that harms Sendocki's reputation or users, or user request to terminate the service. Upon termination, the user's right to use the service stops. Certain provisions may survive termination, such as intellectual property, confidentiality, liability, data, billing and obligations that by their nature must continue after the relationship ends.

19. Changes to These Terms

Sendocki may modify these Terms from time to time. If changes are material, we will seek to notify users through the website, email, inside the application or any appropriate method. Continued use of the service after the changes take effect constitutes acceptance of the updated Terms.

20. Electronic Acceptance

The user agrees that accepting these Terms electronically, such as clicking an acceptance button, creating an account, using the service, or continuing to access it, may constitute valid acceptance of these Terms under applicable legal rules. Technical records related to acceptance or use of the service may be retained, such as acceptance date, email address, IP address or other available technical elements, for evidence, security, tracking or compliance purposes.

21. Governing Law

Sendocki is operated by Sendocki Technologies SARL AU, a company registered in Morocco. These Terms are governed, to the extent applicable, by the laws in force in Morocco, unless otherwise agreed in writing in a specific contract or commercial offer. In case of dispute, both parties will first seek an amicable resolution before taking any legal action.

22. Contact Information

For any question related to these Terms, you may contact us at: General email: [email protected] — Address: Boulevard 30 Juillet, Résidence Champs du Printemps, GH1 IMM F, 5th floor, Office No. 15, Sidi Moumen, Casablanca, Morocco. Company: Sendocki Technologies SARL AU, limited liability company registered in Morocco. We reserve the right to update this contact information from time to time on our website or inside the platform.